Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired ***'s Home in early June 2024 to clean the gutters around the house. After the cleaning, they informed us of issues with the gutters and recommended a replacement. We agreed and hired them to replace all the gutters around our house.On August 20, 2024, ***'s Home came to perform the service but only replaced the gutters at the front of the house. We were under the impression that the agreed-upon price covered the replacement of all gutters, both front and back. At no point during our phone conversations did they clearly specify that the quoted price was only for the front gutters.We later reviewed the recording they provided, but it still was not clear that the quote only applied to the front gutters. After multiple phone calls, they informed us that we would need to pay an additional amount to have the back gutters replaced.We feel misled by their unclear communication and believe that the quoted price should have covered the replacement of all gutters as initially understood. We are seeking resolution through the Better Business Bureau to address this issue.

  Business Response

  Date: 08/22/2024

  The issue is that the call recording has quality issues so we are unable to look into this.  Although we feel only a certain section was sold based off of the price of the job we will come back and finish the job in good faith. 

  Customer Answer

  Date: 08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Xiaoyan Song

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired this company to clean our gutters. While the truck was leaving, they turned around in our driveway and backed into our garage door, causing damage to it. They drove off so we called the company. The customer service rep said a manager would call us back in 1-2 days. We never heard from them so we called again. This time, they said that their crew said they didnt park in our driveway so it couldnt be them. It was them and they did it while turning around. The company said that was all they were going to do and hadnt even planned to call us back. When we pushed further, they said to get an estimate and send it to them and they would see if they felt like helping to fix it. But the customer service rep basically said that they are not accepting responsibility and will be doing nothing to help.

  Business Response

  Date: 07/31/2024

  We are looking into this with our operations team and fleet manager to try to obtain footage of the truck that day.  

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had hired *** Stevens to clean the gutters on my house. Once there they tried to tell me I needed a new roof. My house was only 6 years old and a new build. I declined their services and paid for the gutter cleaning. Since then they have called me non stop at all hours of the day. I have asked them to stop calling me and blocked their numbers. They now call from blocked numbers and no caller id. They constantly leave voice messages identifying themselves as *** Stevens. I have called them back asking to be removed from any calling lists and asked they do not contact me anymore. Each time they say that I am removed from their lists yet they continue to call. At this point they have called me no less than 30 times.

  Business Response

  Date: 08/05/2024

  We have opted this customer out of everything, they will not receive any calls from us moving forward. 

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 16th they came to my house to clean the gutters and notify me of any issues. I specifically told them about a cascading water issue on left side of house. I was told it was fixed yet when it rained yesterday 7/16 the water was still cascading. I have cameras at my house and was wondering how they could have gotten to my **** approx 25 feet up with a small ladder i saw they had. I just want people to know that this does not appear to be a reputable company and takes credit card on phone, performs supposed work with no one home and then charges your credit card. Now I need to call another roofer to fix the problem for real. Be aware Nets Home is a money grab

  Business Response

  Date: 08/02/2024

  We have no record of any customer with this address or this phone number or email. Can you please provide a different phone number address or email so we can see who this is?

   

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for services never performed and had cancelled service with previous owner of Neds Gutter Service

  Business Response

  Date: 06/27/2024

  The customer spoke with one of our representatives and they already agreed to refunding this.  This was refunded on our end.  We are also not under new ownership, we have just re-branded. 

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've used *** Stevens to clean our gutters for past many years. Last year, they advised us to have our roof algae treated. After assurances about the safety of the products to be used, and that our garden plants would be completely protected, we hired them to do the work in May 2023.Their bleach-based chemicals, supposedly safe, seeped into the soil next to all the gutters and defoliated and damaged several large shrubs. In particular, it killed a large, foundational, fire-**** plant that provided shade, privacy and beauty to our home and patio. Now it's a huge, brown skeleton with hard, dead roots. If it had shown any life returning this spring, I would not have pursued this claim. We need to hire professionals to remove it and replace with a comparable shrub and replace the burned out soil. It is in a tight area next to our home. Other adjacent large shrubs, Andromeda, and lilac, were badly damaged and need replacement. Here we are, almost a year later, and despite numerous calls, emails, photos, and verbal assurances from many managers (***********************, *****************, *****************************, ********, *****) that we would be getting compensation, nothing has been received. At ***********************' and *****************'s request, we sent numerous photos of the damage and a quote from a local florist to dig up, and replace the shrubs, which would cost $1775. **** assured us it was being handled. Nothing happened. In November 2023, I inquired again only to hear from *****************************, ******** and ***** that they would be emailing us a check authorization form, for the full $1775, which we never have received! This continues to cause us upset!!This company has newly expanded, yet has a policy of ignoring complaints, and lying about their good intentions. The irony is that the worker who was responsible for this is now no longer assigned to roof cleaning! It seems they responded internally to this issue, but not to their customer. We expect compensation, at least a full refund!

  Business Response

  Date: 04/01/2024

  There was a release sent to this customer on 11/28/23 regarding the damage complaint. We never received the release back from the customer in order to issue the check, we resent the release today.  I will also follow up with the customer to confirm they received it. 

  Customer Answer

  Date: 04/01/2024

  Thank you very much for your prompt action regarding my complaint against *** Stevens (now called *** Home). 

  ***************************** from *** Home called me after receiving your action and said they will send me a check for the full amount requested.  I returned the signed release form they requested. They said they will then issue the check, and to expedite matters they will not require a notary for the release form, nor an authorization form.  I hope to receive the check soon.

  I do not wish to close my complaint until I receive their check and it is cashed. Thank you, again!! I am most encouraged and impressed by your assistance.

  Sincerely,

  *************************
  

   

  Business Response

  Date: 04/08/2024

  Thanks, the check should be to you soon. 

  Customer Answer

  Date: 04/10/2024

  Thank you for this updated communication about my claim.

  I wish to keep the claim open until I have received and cashed the check promised me from *** Home, formerly known as *** Stevens.

  Thank you.

  Sincerely,

  *************************
  

  Business Response

  Date: 04/19/2024

  Understood check should be in the mail

• Initial Complaint

  Date:02/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They came to my house and cleaned my gutters without ever talking to me and haven't been to my house in almost 2 years. I just had them cleaned by another company and they didn't need cleaning. Plus the back gate was locked so they couldn't have done a lot if anything.Called the 800 number and the lady was rude and demanded payment which i refused

  Business Response

  Date: 02/05/2024

  we would be willing to credit the bill however this job was authorized. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21243152
  
  I am rejecting this response because:

  I tried to ask if they were cleaning my gutters in Dec and no reply. I replied to their text on the 21st I didnt need a cleaning.

  please provide sign approvals, I never approved this service and paid another company to clean the 3 weeks ago due to no response from *** Stevens so dont need cleaning

  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/05/2024

  We were given verbal confirmation from you which authorized a one time per year cleaning, you wanted o skip 2023 so we came back in 2024.  Again we are willing to credit the bill in full regardless of job being auhorized. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21243152
  
  2 issues, show me a signed document from my contract. I never signed anything!

  But again I did not need or

  approve a cleaning on 2/2. If you had asked I would have took you not to come.

  You should not come to a home without written approval. 
  

   

  i was at a funeral
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother is ******************************** her own home with a caregiver that is present M-F.My brothers and I care for her over the weekend. She has had a contract with *** Stevens for years for gutter cleaning, window cleaning, porch cleaning, and vent cleaning. On December 8th (Friday) her gutters were cleaned in the late afternoon, and her caretaker had left for the day. After the cleaning (which she was billed for, and paid) she was told that her gutters need to be replaced. In the past, my brother has spoken to the service providers at *** Stevens, and asked that they not discuss issues with my mom, as she has dementia, and is not able to make these descions alone. Needless to say, on the following Monday, *** Stevens installed new gutters. My mother did not remember agreeing to having them installed, and there was no invoice or estimate emailed to her, or left at her residence that we could have found over the weekend. I would have called to at least hold the new gutters until we could get estimates. They charged her over $4000.00 and I have called them and asked for a copy of the signed estimate, or recording that shows that my Mom agreed to the new gutters knowing the full price.When I called the first time, they denied knowing anything about my brother asking that he be contacted before any new services are provided. I believe that they prayed on my mom, knowing that she was confused. She would have agreed to anything just to get the service man away from her door. He should have called the second number on the account to verify the new gutters, but he didn't. I have submitted the "proposal" that *** stevens said my mom agreed to.As you can see, the date is Jan 3 ****. The gutters were installed Dec 2023. I had looked through her phone the week following the installation, and she had not received the estimate.

  Business Response

  Date: 01/04/2024

  We are an honest and reputable company that has been in business for nearly 60 years. We had no idea that the person we work speaking with had dementia as we always try to connect to the person who is responsible for that. We will have a manager give you a call

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year the company (*** Stevens)Contracted me and I agreed to have my gutters cleaned. No problem This year the arrive unannounced, I told them No, After a few weeks I had someone else clean my gutters ( local previous experience)Im out on an errand, I return, and theres 2 men on *******.No phone call, a text that I missed.I called and they said last year you approved us coming every year to clean Very unethical, should be illegal Shame on them.

  Business Response

  Date: 01/03/2024

  We are not a company that does work without authorization, at the time the crew was sent away the crew thought the job was just rescheduled which is common in our industry.   We apologize for the confusion and we be happy to offer a future gutter cleaning on us  

  Customer Answer

  Date: 01/03/2024

  There's nothing more to add, everything above says it all

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21090471
  
  I am rejecting this response because what guarantee is there you will come back in the future? You would have my business every year if you had behaved in a reasonable manner, phone calls actually work, I'm a senior citizen and the way you communicate is not the way i do business. Claiming to have me on "a recording" is also very shady and not the point.  What would you do if i had moved since you last provided service? Would you just show up?  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/03/2024

  ***** in good faith we can create an account credit and you can call and book the service whenever you would like, 

  I will mark the account to give you exact date to make you feel comfortable to set up and appointment 

  Customer Answer

  Date: 01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to have a downspout cleared because it was clogged I explained the gutters were clean the person on the line told me they dont do parcial work they would need to inspect and perform there gutter service and clean and clear the downspout. When the crew arrived I explained my concern and told them to start on the downspout they tried to clear the downspout and drain but could not accomplish anything so they told me someone would come to snake the drain I received a call the next day explaining the problem and requesting an additional ****** to snake the drain my problem is why wasnt I informed from the beginning of the snake service I would have paid the ****** to snake the drain but nothing was said when I made the appointment I explained to the rep what I needed he could have recommended the snake service instead of doing the regular gutter service which they charged me ****** for nothing basically a service call I feel I was taken advantage of I paid the ****** but Im still stuck with the clogged drain I refused to get the drain snaked because that would of costed me an additional ****** I tried to explain my frustration but there was no compromise there is poor communication in that company I need to file a complaint I lost my money the service was useless because my gutters did not need cleaning I needed the downspout drain cleaned very frustrating and upset over this payment which was charged but no service rendered.

  Business Response

  Date: 01/08/2024

  We have updated your account and can do a dryer vent cleaning at your home for free, Whenever you would like to set up the service, please give our office a call. We apologize, normally cleaning resolves issues at a lower cost

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21077960
  
  I am rejecting this response because:

  I do not need a dryer vent cleaning I need my drain cleared on my downspout which is why I called for service that would be satisfactory.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/09/2024

  We have updated your account and can attempt and underground drain snaking at your home for free, Whenever you would like to set up the service, please give our office a call. We apologize, normally cleaning resolves issues at a lower cost

  Customer Answer

  Date: 01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************