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:07/28/2025

  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 an estimate done in Dec. 2024, accepted it and made a deposit. I called back in Spring 2025 and was told that they don&#**;t do slate roofs. The operations manager sent me a couple of emails. The operations manager&#**;s name and phone number is ******* ***** at ************.I would like my deposit back.

  Business Response

  Date: 07/28/2025

  We completely understand.  We did refund the deposit.  We processed that refund on 3/3/2025 back to the card ending in 7945

• Initial Complaint

  Date:07/07/2025

  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.

  On May 12, 2025 this company provided an estimate for 3 gutters on my home. They were to charge me $900 to clean out all gutters, reseal all seams, add securing screws and hangers, and check gutter alignment. The reason for the estimate was due to an unsecured gutter that was leaking. The business talked me into services beyond that for all 3 gutters. The estimate was good for 30 days. They rescheduled beyond the 30 day period (June 12th) and showed up on July 1st when I was not home. When leaving the worker said they could not do 2 of the gutters due to water and debris build up even though the estimate included "clean out all gutters"! This included the gutter that was unattached and they were to add securing screws and hangers. When I called they tried to convince me to add further work beyond the $900 estimate. I then asked for a refund as they only did 1/3 of the work. They only agreed to a $75 refund, acknowledging that the work was not completed, and then charged my credit card $375.00 without my consent. I am not seeking reimbursement of the $450 deposit, but want the $375 returned as the estimate was not completed.

  Business Response

  Date: 07/07/2025

  The terms of the contract were very clear.  Because we are working on an existing gutter system, we cannot guarantee results or warranty the system.  We can only do work that is possible to do on the system.  The way these gutters were installed made adjusting the pitch impossible, that is not our fault.  We did all the work we could possibly do on this system.  Because they were out of pitch and holding water in 2 spots we could not seal 2 endcaps.  That is not a third of the job, that is a small fraction of the job that could not be completed - less than 10% of the job that could not be done.  Based on the contract terms, the customer is still liable to pay the entire bill as she owns that gutter system, not us.  We offered her a $75 dollar discount out of courtesy but she is not happy with that.  Somehow she is expecting a 50% reduction in price for something that is 1) a small fraction of the job and 2) beyond our control and 3) she is responsible for the payment based on the contract that she signed.  I went even further and will offer again this again.  She badly needs a new gutter system.  I will give her a $450 credit toward a new gutter system that will actually solve her problems.  We have been more than fair and generous.  I don't understand how someone expects us to not charge for work or to take responsibility for their existing gutter system.  As far as charging the card... this customer proactively selected an option "Save this card for use on final payment" while she accepted the estimate and entered a deposit.  She needs to take some ownership of her own actions and decisions.

  Customer Answer

  Date: 07/12/2025

  Complaint: 23558867
  
  I have reviewed the business' response and am rejecting it because:
  
  Again, I contacted this company because I wanted my gutters serviced because I noticed that one of the corners (endcaps) had a leak. I called this company to come out and assess the state of my gutters and recommend any repairs, as well as let me know how much it would be for a simple gutter cleaning. Someone from the company came out, climbed on my roof, and looked at my gutters. They then called me on the phone and told me that my gutters were NOT in bad shape, and to fix the leak on the corner they recommended the more expensive service that I ended up going for. I even originally tried to tell them that I just wanted a gutter cleaning, which was half of the price, but they talked me into the more expensive service because they said the leak could cause damage to my foundation if it wasn't taken care of, and again, that the more expensive service that I was charged for would take care of the leak. I clearly made a mistake thinking they were experts and were making an honest recommendation based on their visual assessment. Then, the day of the service I was shown photos of my gutters right as they were leaving, and they stated that they couldn't service the corners because they "were in bad shape and filled with water." This means that they were not only unable to clean and service the corners, but that they also did not even fix the issue that they said they would fix when talking me into the more expensive service. My gutters are still leaking in the corner. If my gutters were in such "bad shape", filled with water, and now I badly need a new gutter system, why wasnt this told to me when they came out to give me the estimate? I clearly was not given all the information when they came out to look at my gutters, and therefore, was not able to make the best decision when it came to services. If I had known that the gutters were filled with water and in bad shape then I would have started with a gutter cleaning and done the repairs later. This company was completely dishonest with me, and I feel taken advantage of.
  
  As for my saving my card for final payment" that does mean I authorized the payment. This is a clear violation of Regulation E. I also have a saved card on my Ameren account, that does not give Ameren authorization to charge my card without my permission or without notice. They have illegally charged my card and I want my money returned to me. It is for that reason that I am filing this complaint and will not accept any services from them in the future.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/14/2025

  The contract clearly stated what we could do and the conditions in which we could do it.  Yes, the option to save the card was to use for final payment.  BELIEVE IT OR NOT... THERE ARE THINGS THAT CANNOT BE SEEN BEFORE WORK IS STARTED.  That does not mean that we are incompetent, it means that to have workers spending time at the home costs money.  We give the best recommendation we can to begin with, but we gather more information as we start the work.  We still did the vast majority of work on the scope, obviously more than the half that this customer wants to pay.  Our sales people do not get on roofs, so there is already a lie or exaggeration there.  This whole this is silly.  Like we'd go thru all of this to scam someone out of a few hundred dollars - its already cost more of my time than that just answering these ridiculous BBB complaints.  We did not fraudulently charge the card... if this goes further then I'll have to use the contract to enforce the charges and possibly file a Theft of Services charge against this home owner.  It seems like nobody wants to take owner ship for their own homes and decisions nowadays.

  Customer Answer

  Date: 07/15/2025

  Complaint #********

  I do not accept the response because: the business refuses to take ownership of the promises and terms of the estimate that they provided me even though, in their most recent response they state we still did the vast majority of the work on the scope Even though they acknowledge that they did not fulfill the terms of the estimate and are currently in breach despite the estimate only be good for 30 days, the business has now decided to threaten me with a criminal charge of Theft of Service pursuant to RSM Section *******.

  RSM Section ******* requires that the complainant have evidence of deception and coercion in order to be successful. Nothing that the business has provided establishes either deception or coercion. This threat is just meant to intimidate me into dropping this complaint and waiving any consumer rights and protections that may be available to me. 

  Nothing in their documentation states that they can do the vast majority of the work on the scope and still charge my credit card without my permission for the entire cost. Nothing in their documentation states that it establishes deception and coercion on my part. If the business wants to go to their local police department and file a complaint of Theft of Service that is well within their rights. I will let my two sisters and my mom, who are attorneys, deal with that. If necessary I may file a civil lawsuit of harassment, defamation of character and breach of contract to defend myself. 

  It seems like nobody wants to take ownership for their business and decisions nowadays.

• Initial Complaint

  Date:04/16/2025

  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.

  Gutters and guards were installed on the entire house 12.23.24. Despite this, every time it rains 2 areas in our basement fill with water. It happens during light, normal and heavy rain. Downspout extensions were also not attached properly to the gutters causing flooding and erosion of soil. My credit card was also overcharged by $1. All gutters need to be inspected and all downspouts properly attached. The workers need to answer any concerns I have when they are at my home. During the initial installation the crew leader would not take the time to talk to me, the homeowner. I also need verification that none of the fascia they attached the gutters to was rotted or damaged (I specifically told them to replace if they were). I requested verification from the crew that all fascia was not rotted or damaged. That verification was not in any of the information I was sent after the job was completed.I attempted to attach additional pictures and videos but the file size exceeded the limit.

  Business Response

  Date: 05/16/2025

  We have explained this extensively to this customer, and will be happy to explain it again.  The extensions are not from us.  They are her own extensions and she is responsible for them.  They are absolutely attached correctly, but they also hang out into the yard.  Anyone could bump them or hit them and rip them off.  The gutters and guards are installed correctly, there was no fascia that needed replacing.  If there was and we could identify it, then we would have brought that to her attention for extra work to be done.  It is absolutely not our fault that her basement has issues.  She may want to look into installing a more robust, buried PVC drainage system for her downspouts in that area.  If there are any issues with the actual gutter system that WE installed, then we will be more than happy to address these issues under the warranty.  Unfortunately, this customer is under the impression that we are responsible for all water issues with her basement even though they are not related to the functioning of the gutter system.  This is a good example of the wrong way to go about seeking help.  We are happy to make a modification to the spouts in the back, but we cannot take liability for her basement foundation issues or for extensions that are not even ours.  We have photo evidence of these same extension installed on the old system.  We use different extensions, but its a moot point.  The extensions are a plastic tubing piece that lays on the ground that is open to damage or getting knocked out of the way.  The home owner is responsible for upkeep on these items.

• Initial Complaint

  Date:03/27/2025

  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.

  Re **** Lane&#**;s order They gave me new H313537353330**303734H and I paid in full in 2023. Someone came and cleaned the H313537353330**303734H without authorization and the gutter covers were in the backyard and I didn&#**;t know what happened. Today I got an email for a lien waiver on my home for not paying for this. I never signed a service request. This is a bad thing to do. When I called the first time, they said the company does this, they said another company does this and I wasn&#**;t at home when they did this. I would like for them to take the lien waiver off my home and for them to never come again.

  Business Response

  Date: 03/27/2025

  This is an odd one.  We have a signed contract and sent notice about the service.  We didnt receive any cancellation until after the work was done.  Internally, I've already told my office to write this off.  Its kinda crazy how we have to be ****** to a contract but customers don't think they should be.  We've accommodated this ex-customer and this complaint should be removed.

  Customer Answer

  Date: 03/28/2025

  I could not contact them about service done which i did not contract for before i made complaint because i only knew it was done after they went ahead snd did it without a notice of doing it or that i requested it. I did not request   I feel this is a way to take advantage of customers inwant proof of NO lien waiver  A threat  ugly

  their response was rude

• Initial Complaint

  Date:12/16/2024

  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 feel like they did a typical Bait and Switch. Asked Brothers Gutters to quote installation of a 20 foot gutter length with a downspout. Their salesman said small job will be a minimum charge of $8xx + just for their crew to come on sight . I told him no Im not planning on spending that much money. He then said we could do the front 2 sections of the house for just a small amount over the minimum charge. They provided a $963 estimate that was pretty vague in regards to specific details scope i.e.number of pieces, lengths etc. They did refer to a few photos he took that were not marked up nor had detailed text added. When they arrived to do the work they did the 20 foot section on the back that I originally wanted but only did 2 short six ft. pieces on both sides of the Porch cover I immediately raised the issue with the installers they contacted their manager and said that is what is specified on their work sheet (which I was never provided). Made numerous attempts to resolve this issue including their ownership. The Scope of Work Summary accurately describes what I understood and approved at both the time of meeting with the salesman (*****) and the proposal.The two front sections of the home consists of a Left side and a Right side. Neither the salesman or the proposal specified only doing (2) 6 ft Porch gutters and down spouts on the front of the ******** reasonable home owner or contractor would up grade guttering size to 6 inch on a small porch covering to mismatch and leave original 4 inch mismatched guttering to handling the major roof surface (looks ridiculous too). My position and suggestions for resolution remain unchanged. 1) Brothers Guttering complete the two front sections of the home which would warrant the completion payment of $481.50.2) Consider the initial $481.50 payment in full for the completed work (which is roughly 50% of the Scope of Work Summary.

  Business Response

  Date: 03/04/2025

  This customer is simply not relaying the facts correctly.  Somehow he thought that 20' of gutter on one side of his house was going to be $800, but doing over half his home and 4x the amount of gutter was going to be $950...  I hate to say it, but sometimes customers are simply impossible to deal with.  Some folks want to threaten bad reviews to get free stuff and as a small business owner, I've learned that I MUST use the scope of work to stand behind.  The scope of work was clear in describing the 2 pieces of gutter, the customer just wants a bunch of free stuff.  And now they don't want to pay for the work that was completed.  Unfortunately, we are now in a situation to pursue collections with this customer. 

  We don't "bait and switch" anyone, proof is in our 4.8 star rating with 260+ reviews.  It would be OBVIOUSLY bad for business for us to bait and switch customers and build a bad reputation.  And his claims are over a few hundred dollars - just think about it for a minute and you'd see how absurd this notion is.  Exceptions like this customer are impossible for us to avoid except by perform free work for anyone who threatens a bad review.  He is lashing out because he is not getting the free work he demanded from us.  Personally, I wish we could review customers to warn other companies from doing business with them.  By and large, I love our customers and we have weekly discussions on how we can make our experience the best contractor experience our customers can have.  We invest heavily in our service and it shows by our amazing customer feedback.  Please don't let one-off reviews by obvious grifters outweigh our overwhelming number of amazing reviews by our waves of Raving Fans!  

  Customer Answer

  Date: 03/07/2025

  Complaint: 22690249
  
  I have reviewed the business' response and am rejecting it because:
  
  It is false and defamatory. The company does not address the fact that discussion their sales person definitely includied both the left and right front sections of the house. Why would anyone change  just the  two short porch pieces with 6 inch guttering that is mismatched in size to the existing 4 inch pieces they were supposed to replace also. It was definitely a case of misrepresentation at sales with a vague contract that didnt include guttering measurements. The  firm also states that I havent paid  and it is in collections which is another total lie. The full contract amount for their incomplete work was paid even before the BBB complaint was filed.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/10/2025

  The customer is correct, he has paid in full.  I can amend my response but I don't know how.  As for the rest of his claim, he is upset and can claim whatever he wants to but I stand by the rest of my response.  We followed the scope of work, he didn't want to pay for any additional work - he just wanted it for free.  He is claiming that his misunderstanding constitutes free work with no more obligation to pay for the work.

  Customer Answer

  Date: 03/11/2025

  Complaint: 22690249
  
  I have reviewed the business' response and am rejecting it because:

  No resolution for the issue is reached. 
  
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 03/12/2025

  Dear BBB,

  exactly what was the good faith effort that the company took? They provided absolutely zero effort to provide resolution and basically denied what actually happened here. Please leave this complaint in unresolved status until they complete the work they described to do at time of sale and proposal..