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Consumer Complaints

BBB Accredited Business since 07/16/1981

Rainguard Seamless Gutters

Phone: (309) 633-1383

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
01/21/2015Problems with Product / Service | Read Complaint Details
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Complaint
Rainguard installed gutters and downspouts on my house September 23rd 2014. First off, the gutters were not installed level from front to back. The gutters have almost as much pitch as the roof. Second, there were water deflectors installed on front gutters which were never discussed or even mentioned over the phone when the estimate was done. Third issue is the rear gutter on the southeast corner of the house. The last two or three feet of gutter pitches away from the downspout. After seeing the poor workmanship I called Rainguard and was requested to send pictures, which I did. Of course they did not call after receiving the photos, I had to call them. Their response was; because of the way the house was built, the wedges would not make up the difference to have the gutters level. My question was, why was I not told this and offered another option. And if they could not do the work correctly, it would give me the option to hire another company since I'm the one paying for this. Rainguard stated that they would see if there was anything else available to level the gutters. This was over a week ago and no return call from them. Also I would like to add that when I was at work they tried to contact me by phone because they were having an issue with the gutters on the front of the house. Since I was not available, I called them back at lunch time. They said don't worry, we got it taken care of. I asked them if they were still at the house, no were over by Kickapoo. Wow, complete gutters and downspouts installed on a two story house in less than a morning.
Product_Or_Service: Gutters and downspouts installed
Order_Number: Invoice XXXXX

Desired Settlement
I feel that I should not have to pay the bill because of such poor workmanship. I just spent $32,000.00 on the outside of the house with new windows, siding, soffet, facia, and roof.

Business Response
When we first arrived on the job there were no gutters on the house. We noticed the fascia was newly covered with aluminium and the fascia was the old style that slanted back toward the wall. There are two procedures for installing gutters on such a fascia including strap hanging the gutter from the roof or using wedges. Strap hanging gutters from the roof requires that the straps be nailed through the shingles which is not the best installation. Using wedges allows us to hang the gutter on the fascia board without nailing through the roof. Depending on the slope of the fascia board will determine whether the gutters hang perfectly straight or not. They will still function, however, they are slanted.
Upon hearing from Mr. ******** that he did not like the slanted gutters we told him that we would do some research to determine how to solve the problem. We called him to let him know that we could design a system that would allow us to lengthen the wedges thus straightening out the gutters. He asked us to send a diagram describing what we were going to do and we agreed. This procedure took a little longer than we anticipated however we had no intention of ignoring Mr ********' concerns.
As far as the water deflectors are concerned this is a normal installation for an inside mitre. The deflectors prevent any water from running over the mitre. These can be easily removed.
We have been working with Mr ******** and intend do so whatever it takes to satisfy his concerns.
Sincerety,
***** ********
President
4901 S. Becker Dr., Bartonville, IL 61607 o Ph (XXX) XXX-XXXX o Fax (XXX) XXX-XXXX www.rainguardinc.com

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Part of the business response is true. I did contact them and told them about the slanted gutters. I spoke with *** at Rainguard and he told me that they would look into trying to find thicker wedges or try and find a different solution to correct the slanted gutters. He said it was no problem to remove the deflectors. I said fine, let me know. I never did hear back from anyone at Rainguard. She said they (called)contacted me to let me know that they could design a system to lengthen the wedges to level the gutters. I was never contacted. I did not hear back from Rainguard until they were contacted by phone from the BBB on Oct. 30th or 31st. Prior to that, the BBB had not received a response from Rainguard. That's when *** called me on the following Monday, November 3rd. I was at work so I could not take the call. I returned their call on Nov. 4th., the following morning and spoke to ***** because *** was not there. ***** told me that they could mount brackets on the roof that was underneath the shingles and it would move the gutters out to where they are suppose to be and also level them at the same time. I said great, explain to me how the bracket mounts to the gutter. He tried to explain but I was not following him. I asked if he could e-mail me pictures of the mounting brackets. He said sure, I will try and send pictures. That is the last time I have heard from them and today is November 20th. No e-mails or follow up phone calls, nothing. She states that we have been working with Mr. ******** to correct his issue, I have to disagree with that.

Industry Comparison| Chart

Gutters & Downspouts, Windows & Doors - Installation & Service, Siding Contractors

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