Complaints

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• Initial Complaint

  Date:07/30/2025

  Type:Customer Service 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.

  Complaint Summary:Poor communication, failure to notify customer of technician arrival, incorrect contact info used, and dismissive response to concerns.Details:I hired Minneapolis Gutter Cleaning for a gutter service at my home. I was given a vague time window and was told to ignore it. I followed up multiple times to confirm timing, as I needed to speak with the tech before leaving. They failed to notify me when the technician was on-site. The tech started the job without knocking or notifying anyone, even though I was home.All notifications were sent to the wrong personmy roommatedespite her saying she had provided my number over the phone. When I raised concerns, the company responded dismissively, denied the phone call ever happened, and refused to consider that their system may have had a breakdown. They declined a request for a small discount and implied I was being emotional rather than addressing the legitimate service failure.I am filing this complaint to document the experience and to push the business to improve communication and customer care practices.

  Business Response

  Date: 07/30/2025

  We want to clarify several key facts that were misrepresented in your review. First, you were not the person who hired us. The appointment was submitted through our online form by your roommate, using her contact infonot yours. We showed you this during our communication. Because your name, phone number, or email were never included, you were never going to receive updates or arrival notifications. Our policy is to communicate directly with the person who books the service. Had your info been shared, we wouldve gladly added you to the appointment.
  As for the 711 AM time window you mentioned, were not sure where that came from. All of our quotes clearly state that time slots are placeholders. Routes are optimized the morning of, and techs contact the person who booked the job once theyre en route. This is standard for our operations and is consistently communicated.
  You also stated your roommate called to provide your contact details. We have no record of this call, and when you referenced a staff member named *******, we clarified we dont have anyone by that name. We believe this confusion may stem from the fact that your roommate originally scheduled with another company that failed to show. We provided you with the full communication log to be transparent.
  You claimed our response was dismissivewe respectfully disagree. We explained everything and provided supporting records. Your frustration seems rooted in not being included in the appointment process, which is understandable, but not a reflection of poor service on our part.
  Lastly, you asked for a large discount due to the stress this caused. While we empathize, our team followed protocol and completed the job professionally. We take pride in our service and our communication, but we can only work with the information were given.

  Customer Answer

  Date: 07/30/2025

  Id like to address several inaccuracies and omissions in your reply, both to clarify and ensure an accurate record.
  
  
  While its true that my roommate submitted the initial request online, I am the homeowner, was present at the time of service, and coordinated logistics. My roommate called your office to provide my name and phone number so I could receive appointment updates. When this became a point of dispute, I sent screenshots of her call log showing the call took place. That evidence was ignored. Whether your system retained a record does not mean it didnt occur.
  
  
  Your repeated focus on the name ******* is a distraction. I clearly statedmore than oncethat my roommate wasnt sure of the name. The issue isnt who she spoke to, but that she communicated my contact info and it was dismissed when we followed up.
  
  
  Regarding the 711 AM time window: that was provided over the phone to my roommate, which is why I was expecting your technician then. I messaged the morning of to request a more specific arrival estimate, sinceas you notedthe schedule is finalized day-of. Your reply told me to ignore the window without offering a clear ***. I had to follow up multiple times to get a vague update that the tech would arrive before noon. No one contacted me when he arrived. He began work without knocking or checking in, even though I was home waiting for him. This is both a system and customer service failure.
  
  
  You also mischaracterized my request for a discount. I asked for 15%not a large discountand not because the situation was stressful, but due to repeated communication failures and dismissed evidence. I never questioned the techs workonly how the situation was handled and the unwillingness to acknowledge any room for improvement.
  
  
  Finally, the claim that my frustration stemmed from not being included is reductive. I was involved and made efforts to ensure you had my info. You chose not to act on it.
  
  

  
  

  Business Response

  Date: 07/31/2025

  Thank you for your message. Wed like to clarify a few important points regarding your concerns.
  Our scheduling policy is clearly stated in all quotes: time slots are placeholders, not guarantees. Our techs optimize routes the morning of, based on location and weather. Since this was exterior work, no one needed to be home. If you choose to be present, please understand that our schedule is not set to your availability, and by accepting the quote, you agree to this flexibility. 

  We understand you requested a 15% discount. From our view, the job was completed as quoted, and your concerns stemmed from process misunderstandingsnot a failure in service. Therefore, we did not find the discount appropriate.

  
  Our policies and communication structure have served thousands of clients successfully. We recognize not every client will align with our system, and thats okay. At this point, we dont believe were the right fit for future work and wish you the best moving forward.

  Please pay your invoice and have a great day. 

  Customer Answer

  Date: 08/01/2025

   I am rejecting this response because:
  
  You continue to frame this situation as a simple misunderstanding of your policies, when the reality is that you failed to notify the correct contact, ignored multiple follow-ups, and dismissed both verbal and written attempts to correct that. My concerns were not about scheduling flexibilitythey were about accountability and communication.
  
  
  Youve shown a clear unwillingness to take responsibility for the breakdown, or even acknowledge that your system could be improved. Thats your prerogative, but it reinforces why my complaint and review were necessary.
  
  
  I will pay the invoice as previously stated. I wont be using your services again, and I will continue to share my experience so that others can make informed decisions.