Above All Gutters was hired by us to replace our gutters based on a January 13 quote. When they came at the beginning of February, they replaced the gutters but this did not fix the problem of rain coming behind our old gutters, as it was still happening to the new gutters. The invoice had indicated that they would install a drip edge flashing to the roof, if the technician felt it was necessary, and when they came initially, they did not install the flashing.
On February 10, I informed them of the water still getting behind the gutters. The company asked where the problem areas were, and I informed them of the particular spots it was happening. They came promptly and added a drip edge flashing to the entire roof, rather than just the trouble spots, and we paid the full price as per the quote, dated February 15.
As it soon rained again, it became clear that the problem was still not solved. They sent a technician to evaluate in early March, and he determined that the drip edge flashing was not only ineffective, but actually was making the problem worse! As a result, he removed the flashing from much of the roof. On March 5 I informed the company that we felt we'd received a product (the drip edge flashing) that was making the problem worse, and now much of it was no longer on the house. We asked for a refund.
On March 8, the company responded and said "I will be authorizing our accounting department to forward to you a complete refund for the drip edge flashing portion of the gutter invoice." We were pleased with this, as we felt we had paid for an unnecessary product. They committed to refunding within 2-3 weeks.
On April 15, we contacted the company to inform them that we had not received a refund. They responded the same day, saying that the bookkeeper would be back next week, and so we continued to wait patiently.
On May 12, having still not received the refund that we were assured twice was happening, we contacted the company again. They have not responded.
We are very disappointed to have been sold not only an unnecessary product - something we paid for but no longer have installed - but are dealing with a company that has been unable to follow through on their commitments.
We would like the business to follow through with their commitment to refund the full price of the drip edge flashing portion of the invoice: $1022.00 plus GST.
In regards this issue, the customer was trying to avoid the cost of replacing his roof, he had complained of some water issues where water seemed to be running behind his gutters but was not sure. I explained that if water was getting behind the gutters that this was not an issue that the new gutters would remedy but as he wasn't sure if that was his problem he decided to proceed with the new gutter install.
After the new gutters had been on for a few weeks or longer I received
a call from the customer that water was leaking behind gutters in a few areas, I explained that we could break up a drip edge flashing and install it at the roof edge to assist the rain water being directed into the new gutters (one of the problems with the existing roof - the most obvious one anyways - was his older roof had minimal overhang in the problem areas, so adding a drip edge flashing is very common and far less costly way to deal with this problem when compared to replacing the entire roof. So we were given the go ahead to proceed with the install of the flashing.
Again after some weeks, the customer called and said that he was experiencing the same problems. Again within a few days I had the crew return and after closer examination, it appeared to them that water was coming running fown the customer's sheeting under the existing roof from well above the roof edge. He removed the drip edge flashing , explain that there was little we could do to make this problem go away and that more extensive roof repairs and/or replacement would be necessary by a qualified roofing contractor.
The customer then contacted me a couple weeks later and felt they should not have had to pay for the drip edge flashing since it had done little to fix his problem. I empathized with his situation, but at same time the problem wasn't with our work but with the extent of his roof deterioration. After thinking it over I decided the kindest thing, and in hopes of keeping customer satisfaction high, I offered to refund the cost of the flashing back to the customer. In order to do that, a few steps needed to be taken, my book keeper would normally do such a thing, unfortunately this did not happen, and one thing led to another and the whole thing has ended up taking far too long to be refunded. I will be prioritizing this refund, and the customer should be receiving it within the next 10 business days.
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response
Good Morning ******
re: Case # XXXXXXX : Above All Gutter Systems Inc.
Unfortunately, the refund that was expected within ten business days has not happened. We were expecting the refund by Friday, July 25, but it has not happened.
Thank you for following up.
Final Business Response
We have run into some unforeseen difficulties that have delayed this refund. Please bear with us, we should have this resolved in the next 3 to 4 weeks.