Complaints

This profile includes complaints for Gutter Guards America, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gutter Guards America, LLC

  5900 Sawmill Rd Ste 220 Dublin, OH 43017-3539

• 

  Gutter Guards America, LLC

  10616 Bailey Rd STE F Cornelius, NC 28031

• 

  Gutter Guards America, LLC

  34 Boland Ct Greenville, SC 29615

• 

  Gutter Guards America, LLC.

  11260 Cornell Park Dr Ste 700 Blue Ash, OH 45242

  
• 

  Gutter Guards America

  4200 Steve Reynolds Blvd STE 4 Norcross, GA 30093

  

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:06/24/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have Gutter Guards that were installed in July of last year.We have been having a problem with water flowing over a section of the front gutter when it rains hard. I first reported this on April 7. We were told someone would come and address the problem later that week. Apparently, the problem was not addressed. I reported this again and was told that someone would get back with me, but no one has.Then, I learned, on April 28, that the ***************** has been closed. The person I spoke with in **** said we should make sure there was no debris obstructing the rain from going into the gutters. We have taken a number of photographs and it is clear the Gutter Guards are not obstructed by debris. I have been told the other possibility is that the guards were not properly installed. We were told to email ********************************** which we did on April 28 with the details listed above. We have had no response We want GutterGuard to have this problem addressed.

  Business Response

  Date: 06/26/2025

  We have reviewed your message regarding the reported overflow issue. Our records do not indicate that any photos have been provided to us to date. In order to properly assess and address this matter, we will need clear, current photos of the areas of concern to verify the conditions and evaluate the situation. Please forward the photos to us at your earliest convenience so we can properly assess this.

  Customer Answer

  Date: 06/27/2025

  ****** ****** <********************************>
  Attachments
  1:14 PM (32 minutes ago)
  to disputeresolution, *******
  
  
  This is in response to the *** request for photographs. I was not able to submit the response on your website.
  
  
  In April, when we were talking with the Greenville-based ***, they told us to be sure the gutter guards were not covered in leaves. These are photos we took at that time and we told them the gutter guards were not covered in leaves. Please see the attached photographs.
  
  
  My husband is recovering from surgery, so it will probably be about 10 days before we can submit new photographs. We will do that as soon as possible. Please keep the case open during this time.
  
  
  Thank you
  ****** ******

  Customer Answer

  Date: 07/01/2025

  This is ******* ******, and I am calling about complaint number ********. I responded by email on Friday to the vendor's request for further information. I was not able to respond on your website, so I sent an email to *********************************************************. But I have not heard back from anybody, and I do not want the week to elapse, in which it might, the complaint might expire. So please call me back at my number, which is ************. Thank you.

  Business Response

  Date: 07/03/2025

  After reviewing the photos showing the installation and the current condition of the system, we can confirm that the gutter guards were installed correctly, and there is no evidence of clogging or installation defects. The system is functioning as designed. Given these findings, there is no further action our company can take regarding this matter.

  Customer Answer

  Date: 07/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23512915
  
  I am rejecting this response because: When is rains heavily, water still runs over the gutter in this one section at the front of the house. It does not run over the gutter at any other location. I am going to email separately a video which is too big to attach. Be sure to watch to the end of the video as it is very clear that water is pouring over the gutter.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/17/2025

  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.

  The end caps on the gutter system they installed are leaking and there is a place in the front of the house that even with their larger gutters and guards continues to leak over and it's close to the foundation of my house. This was one of the main issues of why we replaced our gutters to begin with.
  I have called and emailed several times and have gotten no response.

  Business Response

  Date: 06/26/2025

  We have reviewed your message, and in order to evaluate this matter properly, we will need clear photos showing the specific areas of concern, including where water is reportedly running over and any end caps that appear to be leaking. This is the first time the issue with the end caps has been brought to our attention, and documentation is necessary for us to proceed. Please provide the requested photos at your earliest convenience so we can determine the appropriate course of action.

  Customer Answer

  Date: 07/05/2025

  I have videos of the issues.  Where can I send them?

• Initial Complaint

  Date:06/16/2025

  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.

  In November 2024 I contacted this company via internet, looking for a contractor to replace one section of gutter and install new gutter guards. The sales guy who visited explained that the gutter guards would not work with my existing gutters because of the installation method (spike and ferrule). He recommended completely new gutters and guards. After reviewing his proposal, and checking BBB and finding an A+ rating, I accepted his proposal, and the work was done. Heavy rains in March and April of this year revealed two kinds of problems; No valley splash guards were installed, and the roofing was pushed up over the gutter guards in several location, causing water to flow over the gutter and gutter guard. I called the only contact number I can find on May 27, 2025, and reported the issue. The lady I spoke with asked for pictures, and I emailed pictures the same day. I have tried several times since to contact GGA again. One week later I was told they were evaluating the claim. Since then I have not been able to get through on the on the phone but used to offered option to leave a message for a call back. There has been no callback after nearly two weeks. The number I am calling is *** *** ****. Please get someone with authority at Gutter Guards America to call me.
  I am also distressed that this is a BBB member company, but when I go to see reviews or complaints, the screen says it is NOT BBB accredited. Is this right?

  Business Response

  Date: 06/23/2025

  Following our review, we found no indication that splash guards were contracted for your roof. Installing splash guards can lead to debris accumulation on top of the gutter guards, which is why their installation was considered unnecessary and was not included in the contracted scope of work.
  
  Based on the provided photos, the gutter guards were installed correctly. What is seen in the photos appears to be related to the drip edge. The drip edge should be securely fastened to the roof decking using nails. The installation of the gutter guards would not cause the level of shingle lift seen in the photo, especially as the back wing of the gutter guards only reach less than a half of an inch in height. It appears that the drip edge may not have been properly attached when the roof and drip edge was originally installed. This issue stems from that separate installation and is not related to our contracted work. Unfortunately, this is not something our company can assist with.

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because: the gutter guards are not properly installed. The company's own installation instructions (attached) specify that the gutter guard slope away from the house. The guards installed slope toward the house, allowing water to run behind the gutter and onto the fascia. In addition, the drip edge and shingles have been pushed up in places, causing water to launch over the gutter and guard.
  
  I agree that the valley splash guards were not originally specified (they should have been), so I have already installed those myself.
  
  Please send someone to remove any incorrectly installed gutter guards and re-install them according to the company's instructions.
  
  ***** ** ******

  Business Response

  Date: 07/03/2025

  After reviewing both our completion photos and the photos you provided, we can confirm that the gutter guards were installed correctly. The shingle lift visible in your photo is not a result of our installation. The back wing of the gutter guards extends less than half an inch and does not have the capacity to create the level of lift shown. The issue appears to stem from the original installation of the roof and drip edge. The drip edge should have been securely fastened to the roof decking, and it seems this may not have been properly done at that time. As this concerns pre-existing conditions unrelated to our contracted work, this is not something our company is able to address.

  Customer Answer

  Date: 07/12/2025

  I am rejecting this response because: the installation does not meet even the company's own requirements. The gutter guard is tilted toward the house in places. the entire system should be inspected ( I hired the company to do this installation because I can no longer work on a ladder, you need to do it) and any improper work corrected. I will not be satisfied until that is done.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/15/2025

  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.

  Communication to Gutter Guards America LLC, attention ***** *****, Director of Operations.***** ***** *********************************** ??You ?Dear GutterGuardsAmerica,Pursuant with my recent conversation with ***** on 5/8-5/9/2025, I was instructed to communicate the following issue by sending the enclosed dispute to the above email domain.I am writing to provide an update regarding my longstanding issue with your company related to the work performed on November 15, 2024. I have worked with three different Service Managers: *****, who left the organization and was subsequently replaced by ******, and ******, who left and was replaced by *****. Below are pictures and communications between myself and ******.I am still awaiting a satisfactory resolution to this issue. I contracted with GutterGuardsAmerica to install gutters, with the stipulation that all rotted soffit and fascia would be replaced. This was not done. Please see the supporting evidence related to this matter.I expect this issue to be resolved as soon as possible, as it not only indicates a bad faith unfulfillment of your obligation but also raises concerns about dishonesty and credibility. Total cost- $8,034.00 Best regards,***** ***** ***********

  Business Response

  Date: 05/21/2025

  Weve reviewed your concerns along with the details of your project. Per the signed contract, our team completed all wood replacement outlined in the agreed scope of work. The specific areas mentioned were not included in that scope and were therefore not addressed or invoiced. As such, no additional work is pending on this project from our end.

  Customer Answer

  Date: 05/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23333760
  
  I am rejecting this response because: Certainly! Here's a more professionally phrased version:
  
  The scope of work required Gutter Guards America to replace any rotted soffit and fascia boards in areas where new gutters were installed.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 05/30/2025

  The work completed aligns with the signed contract and invoice, which specified the replacement of 16 feet of soffit and 11 feet of fascia. The areas now being referenced were not included in the original agreement, and no charges were assessed for work beyond the contracted ********. ***** is now requesting additional work outside of the original scope,whichper the attached text exchangeis acknowledged as extra services,because it looks like some of the issues are stuff that we did not do. This confirms that we were not contracted to address any areas beyond the agreed-upon 16 feet of soffit and 11 feet of fascia, and no charges were issued for anything beyond that.
  
  The contract outlines specific footage, not a general replacement of any damaged areas as stated by the homeowner. We remain committed to honoring the terms of the agreement as signed at the time of service.

  Customer Answer

  Date: 06/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23333760
  
  I am rejecting this response because:

  I would like to clarify that the contracted work was not completed by Gutter Guards America as stipulated in our agreement. It was explicitly communicated that the rotted fascia and soffit would be replaced. According to ***** *******, Service Manager at Gutter Guards America, the company does not install new gutters on rotted soffit or fasciaa rationale akin to installing new windows on deteriorated framing. Given that soffit and fascia serve as structural support for gutters, no reasonable consumer would expect a professional vendor to install new gutters over compromised materials.
  

  Upon reviewing the provided exhibit, it is evident that the soffit was already rotted, and forensic assessment confirms that the decay did not occur within the last 2.5 months. Despite this, the third-party contractors failed to replace the affected wood, and neither ***** ******* nor any representative from Gutter Guards America conducted an inspection to address the oversight.
  

  While the measurement of the 16-foot soffit may have been miscalculated by a representative, the fact remains that Gutter Guards America did not fulfill the required repairs as outlined in our agreement. Moreover, if the area in question was not part of the original contract, why was a new gutter installed thereon rotted compromised soffit? This contradicts the claim that I am requesting additional workwhat I am actually seeking is the completion of the pre-agreed services.
  

  Additionally, at no point in my text exchanges did I acknowledge that the neglected work was an extra service. The soffit and fascia were clearly rotted and should have been replaced as promised. Therefore, the responsible course of action is to honor the agreement and replace the deteriorated wood.
  

  I look forward to your prompt resolution on this matter.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/16/2025

  Type:Product 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 cancelled an appointment to install gutters on my property with a $570 down payment. The sales person guaranteed a date of 3/20/25. They called the evening before and said the had to cancel because the truck broke down. On 3/24/25 I called **************** to cancel financing and was told they had my address listed as being on ******** The same as when I called GGA to cancel the services the also had an address listed on ******* and my address *******************. Ive called several times regarding my refund with no return calls after speaking with someone. Finally (*******)said (*****) was the only person that could resolve this issue. He said he left a message with him an would return my call. I also reached out to ***** via phone and text. ***** wasted no time reaching out to me by phone and text to retain my business so I was able to leave a text in this regard at what he said was his phone. Still no response from the company concerning my refund.

  Business Response

  Date: 04/16/2025

  On April 16, 2025, the refund was processed to the customer in the amount of $570. Please allow up to 3 days for this to be deposited back into your account. If you have any questions please feel free to reach out to us by emailing ********************************** or by calling us at **************. Thank you.

• Initial Complaint

  Date:12/18/2024

  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.

  I had the gutter guards installed in Feb 2022. I voiced my concerns at the time of sale on their proposed performance. I was ensured my concerns wouldn't be a problem and that there was a money back guarantee. About every time it rains, there is a large amount of water going over the guards and washing out areas around my property foundation (totally defeating gutters purpose). The current situation is worse than before the guards were installed. Back when they were installed, I have contacted the local installer multiple times and there have been multiple attempts to resolve the issues.I recently had my house painted and looking to replace the gutters to match the house coloring scheme. This led me to investigate what might be causing the issue in a couple specific locations that were particularly bad. I found out that my gutters are 5" and the guards installed are 6", so the guards don't actually lay across the top of the gutters. They are sloped (parallel to the shingles) which in heavy rains, the water just goes over the guards and washes along the side of the house foundation.

  Business Response

  Date: 12/20/2024

  Thank you for bringing your concerns to our attention. We are very sorry for any inconvenience you have had and appreciate the opportunity to address this matter.

  Our team has scheduled an inspection at your property for Monday (December 23, 2024) afternoon. During this visit, we will thoroughly assess the situation, including the installation of the gutter guards and the water overflow issue you described. Our goal is to identify the cause of the problem and determine the best solution to resolve it.

  We are committed to standing behind our products and ensuring your complete satisfaction. Thank you for your patience as we work to address this matter. If you have any further questions or concerns before our visit, please dont hesitate to contact us at ************ or ************************************************************.

  We look forward to resolving this issue promptly.

  Customer Answer

  Date: 12/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 
  The scheduled appointment for Monday, December 23 was canceled by vendor and awaiting follow up apt to resolve issue.

  Regards,
  
  *********** ******

  Business Response

  Date: 12/26/2024

  We apologize for missing the site visit on December 23rd due to our representative's illness. The visit has been rescheduled to January 2nd. Thank you for your understanding, and please let us know if you have any questions before then.

  Customer Answer

  Date: 01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 

  I wish to keep the complaint open until a resolution is achieved. It has been indicated that the product installed may not have been correct for application; therefore, it is believed that the current gutter guards installed will not be able to meet my satisfaction. A mutually agreed resolution has not been agreed too as of today. 

  Regards,
  
  *********** ******

  Customer Answer

  Date: 01/03/2025

  In reference to complaint 22704631 Gutter Guards America, LLC did not perform a service call on 1/2/2025; however, they did perform a service call today 1/3/2025. I was informed the product installed will not work (never should have been installed) for my application. They have proposed replacing the gutters and exisiting guards. I am awaiting their proposal. 

  Customer Answer

  Date: 01/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 

  The proposed solution is for me to spend another $6,545.60 to replace all my gutters and new guards for a product that should not have been installed in the first place due to size of current gutters and slope of roof.

  Regards,
  
  *********** ******

  Business Response

  Date: 01/16/2025

  After the original installation in early 2022, we completed two service requests shortly after. After these two service requests, our records indicate no direct communication to the company from the customer regarding any concerns with the installation, and we have not received any further communication since.

  However, upon receiving this notice, we conducted a thorough review with a new service request where we completed a comprehensive on-site inspection. Our assessment confirmed that the current installation consists of 5" gutter guards properly fitted to 5" gutters, all installed to manufacturer specifications. During our service visit, we discussed the customer's ongoing home improvements and their specific interest in upgrading to 6" black gutters to complement their renovation plans. We have prepared a detailed proposal for an enhanced gutter system that would incorporate these requested specifications.

  To demonstrate our commitment to customer satisfaction, we have included all available discounts in our proposal to ensure the most competitive pricing possible for the new 6" gutter and 6" gutter guard system. We remain dedicated to working with the customer to achieve their desired outcome while maintaining our high standards of service and installation.

  Customer Answer

  Date: 01/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 
  

  The gutter guards were installed in Feb 2022. At the time of sale I verbally voiced concern to the salesperson that given the limited amount of surface area on the guards for them to accept water, high slope of roof, and rain fail rates that the guards might not be able to ensure water was captured by the gutters. I was reassured at the time of sale that there was a money back guarantee for the guards and if not satisfied they would be refunded. There was no mention at the time of sale about the fact we have 5" gutters installed on the house.
  
  Shortly after the guards were installed there were issues with water going over the guards and gutters, and then washing out around the house foundation. The first service call was in regards to the shingles being too long and covering a majority of guard screening. The service entailed trimming the shingles to proper length. The second service trip entailed installing deflectors at a couple of the corners that were especially bad with water running over the gutters even after the shingles had been trimmed. After the second service trip, I was in direct communication with the regional production manager (*******) via text messages (I no longer have records of these conversations due to a technology failure). When I was not getting responses from *******, I sent multiple emails to *********************************** I never received any responses back.
  
  Given other priorities, this issue was put on the back burner. I reached out via email again in July 2024 and received no response. Last year after the rains caused by hurricane ******, the issue with water going over the gutter guards was brought back to our immediate attention. After my multiple attempts of reaching out to my previous contacts with Gutter Guards of America, at the above email, and receiving no responses. I decided to attempt to resolve the issue through BBB. Shortly after sending the complaint, I was contacted by the new production manager, *****. ***** came to my house and stated that with the roof slope and having 5" gutters, there would be issues with capturing rain, even without the current guards installed. I took these statements to mean that the guards should have never been installed in the first place.
  
  After a recent project on the house, we decided we wanted to consider swapping our gutters to a different color; but, we needed to first address the outstanding current gutter guard issue first. During this most recent service visit, it was stated that if we were going to switch gutters to a different color, they needed to be increased to 6" size. I request quotes for replacing the gutters and guards. I reached out to multiple other local contractors that I have used in the past to get comparison quotes. The quote I received from Gutter Guards of America was over $2,000.00 more than the next closest quote that I received. I believe the materials and products to be of similar quality. Turning the original $4,140 Gutter Guards project into a $10,000+ Gutter Guards project to fix a product that I feel should have never been sold or lived up to its Money Back Guarantee in the first place.
  
  I am still very unsatisfied with this product's performance and disappointed with the company's reluctance to stand by the "No Clog Money Back Guarantee." A clog by definition is an impediment for water being able to enter the gutters. Water rolling off rather than permeating the guard would constitute a clog by definition. My desired resolution would be at a minimum of a partial refund of the original $4,140 purchase price and I will take that money to get a product that will work for my house. 
  
  Regards,
  
  *********** ******

  Business Response

  Date: 01/28/2025

  We have carefully reviewed the situation, including meeting with the homeowner and inspecting the installation. Our warranty specifically covers debris buildup inside the gutters causing overflow. Upon inspection and based on the comments presented by the homeowner, we found no such buildup,meaning the warranty claim does not apply in this case. For reference, the warranty states: "Valor gutter guards will never allow your gutters to clog or overflow due to debris accumulation in the interior of your gutters when correctly fitted and installed." The complete warranty document is attached and available at *****************************************************.

  Regarding the performance concerns, we have provided a quote for an upgraded system with 6 gutters and matching gutter guards. We are happy to discuss options to help make this solution more budget-friendly, and we would like to understand the other pricing estimates the customer received. To best address these concerns, we encourage the homeowner to contact our customer service team directly at ************, as listed on the contract. This will ensure proper routing to our management team who can provide the most appropriate assistance.

• Initial Complaint

  Date:11/13/2024

  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.

  Fascia board blew off our home at the end of September 2024. Two pieces equaling 20’ were too mangled to place back on the area. Upon inspection of the fascia panels, they weren’t secured properly from installation in November 2023. Further inspection of other fascia panels installed reflect nails already popping out, not enough nails in other areas which will lead to future problems if left unsecured. We contacted Gutter Guards of America, LLC on September 30, 2024 to inform them of the problem. We were told someone would return our call. Several days passed and no response from the company. Several more calls were made by us over a period of a month. We finally received a call from a supervisor named *****. Sent pictures of the fascia pieces to his phone. Still no word on when the fascia will be fixed. ***** finally called and informed us someone would be at our house October 14. Repairman showed up with no new fascia and informed us he was told to use old fascia. He took one look at the old fascia and told us it couldn’t be used. He proceeded to walk around the home to check on the other areas where new fascia was installed and discovered areas where nails were coming out and areas where fascia is already separating from the home. He was not a current employee of the company, he was an old employee but was contacted by ***** to help them fix our situation quickly since it had been several weeks already. However he couldn’t as he was misinformed about what needed to be fixed. He informed us he would send an email to ***** with his discovery to ensure the company understands all the issues he recognized. It is now November 13, 2024 and we still have no resolution to the problem. Our house fascia boards are exposed to the weather not to mention the other areas where the workmanship was not properly installed. We were informed ***** no longer works there and have been given a ***** who is supposedly working our issue. I’ve called and left messages to no avail.

  Business Response

  Date: 11/18/2024

  We sincerely apologize for the inconvenience and frustration you’ve experienced regarding the fascia board installation. Your feedback is very important to us, and we truly regret the delays and communication issues that have occurred.
  
  After reviewing your complaint, we acknowledge the multiple attempts you made to reach us and the challenges you faced in getting this issue resolved. We are truly sorry for not meeting your expectations and for the lapse in our service.
  
  To address this matter promptly, we have scheduled a visit to your home on November 26, 2024. During this visit, our team will thoroughly inspect and address all the concerns you’ve raised, including the improperly secured fascia and any other issues that need attention. Our goal is to ensure that the repairs are completed to the highest standard and to your satisfaction. Please know that we are taking this matter very seriously, and we are committed to making things right for you.
  
  If you have any additional questions or concerns before our scheduled visit, please do not hesitate to contact us directly at ###-###-####. We appreciate your patience and the opportunity to resolve this issue for you.
  
  Thank you for allowing us the chance to correct this situation.

  Customer Answer

  Date: 11/27/2024

  The response from the business states they will repair on November 26, however after waiting most of the morning for the repairman I called the business and was told ***** would call back. Previously I contacted them to tell them all future calls should be on the phone ending in **** but they didn’t either notate this or read notes as they continued to call the other number to which my husband was out of the country in ********. The repairman showed up November 27, and repaired the fascia as needed. I suggest the business have better communication and read all the notes before making assumptions after all this took too long for resolution and could have been avoided with communication on the company’s behalf. The repair took approximately 30-45 minutes. Sad it took so much effort and frustration to accomplish that. 

• Initial Complaint

  Date:10/07/2024

  Type:Order 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.

  The gutters are clogged and company will not return my phone calls or send someone out to fix the issue.

  Business Response

  Date: 10/11/2024

  On October 11,the local production manager went out to the customers home to review and remedy the situation. At this service call, the customer was home and was content with the work completed. Should anything else be needed regarding this request,please dont hesitate to call our customer service line at **************. Thank you.

• Initial Complaint

  Date:09/18/2024

  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.

  This summer, we decided we needed to replace our gutters and gutter covers. After receiving several estimates, we set a budget of $3,000 and solicited quotes. After meeting with several contractors, we selected Gutter Guard, a national company with offices in ********** and **********They were scheduled to do the work on 9/3/24. They were unable to perform and did not show up on 9/4 but did arrive on 9/5. The crew did seem to be professional and good.When I checked on the roof as they were packing up, I noted that, while we had new gutters, there were no guards installed. I asked him to check with his supervisor while I called the *** I was then told that, while the guards were on the original quote, they could not install them at the quoted price. They offered to do roughly 1/2 of the gutter covers if I would pay them an additional $400 over their original quote. Since they had me over a barrel, I agreed even though I made it very clear this was their mistake and I felt they were taking advantage of the situation and elderly consumers.They were scheduled to install the covers on 9/13. They didn't show up and said they were waiting to receive more material. I have received no further word from them As national company, I would hope that Gutter Guard of America would want to make good on their contracts.

  Business Response

  Date: 09/23/2024

  On August 27, 2024, Gutter Guards America signed into contract with the customer for the installation of 5 and 6 **********************. The scope of work includes gutter installation only and does not include the installation of gutter guards. A copy of the agreement is attached.
  
  Gutter Guards America executed the contract completely on September 5, 2024.
  
  Since the BBB complaint was received, the company has been in communication with the customer regarding their request and proposal for additional work, as the installation of gutter guards was not included in the original agreement. As of the morning of September 23, 2024, the customer has declined to agree to an additional contract for the additional work of gutter guard installation. A copy of that communication is attached.
  
  With this, Gutter Guards America is unable to provide additional services of installing gutter guards as that was not included in the original agreed contract which was carried out on September 5, and the customer is not wanting to proceed with additional work to install gutter guards as of September 23.

  Customer Answer

  Date: 09/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22305163
  
  I am rejecting this response because: It would appear from their response, that this company has no intention of listening to, or resolving this complaint. 

  To briefly summarize: I met with a salesman from Gutter Guard named ***** ******. I explained that I wanted to replace all my old, damaged gutters along with the covers. I told him that my budget was $3,000 for the whole project and that I already had several quotes close to this figure. He did not give me written contract although he did email me the summary as well as information on their gutter guards. I then gave him the ok to proceed.

  It was only after they had finished their installation that I noticed no guards had been installed. When I pointed this out, I was offered an additional contract for the guards and roughly $500 off the original quote. During this process, I received several calls from individuals purportedly with Gutter Guard management. However, none ever left a last name and the seem to be form different locations throughout the country. I finally told them that I would only communicate in writing. At this point, they stopped all communication.

  It is apparent that either they, or I, were deceived by their salesman. I have signed a contract with one of their competitors. I even gave them one last chance to match the quote. 

  At this point, I cannot recommend this organization. They have a good product but a lousy sales and service organization.  
  
  Regards,
  , 
  ******** ****

• Initial Complaint

  Date:06/30/2024

  Type:Product 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.

  Date of transaction: Thursday, September 7th 2023
  
  Amount of money paid: $2,537.00
  
  Business committed to: clean gutters and downspouts, realign gutters, install reinforcement, install ***** gutter guards, provide manufacturer's no clog money back guarantee, lifetime transferable warranty.
  
  Nature of dispute: the ***** Gutter guards were improperly installed, gutters were not realigned, reinforcements were not installed. I notified the Company and they sent another installer to correct the issues. The second installer just screwed in extra mesh over the gaps the first installer left.
  The gutters have repeatedly clogged. I have sent photos and video of water pouring over the gutters to the company. They are refusing to honor the "manufacturer's no clog money back guarantee" on the sales agreement I signed before they installed the gutter guards. They say "the money back guarantee is only received when the gutter clogs on the inside and not from above the guard" and "the warranty document that was emailed to you when the job was closed out."
  They're saying the paperwork they emailed me after taking my money states they do not warranty the product they install from clogging; they only warranty the gutters underneath the guards from clogging. This is very misleading because the text on the sales agreement (photo of agreement attached) I signed before giving them my money says "manufacturer's no clog money back guarantee." How can they provide a manufacturer's warranty on gutters they didn't manufacturer underneath a gutter guard they did manufacturer?
  
  I want Gutter Guards America to honor the no clog money back guarantee that's clearly and simply stated on the sales agreement I signed (photo of agreement attached). The company wants me to let them come back and fix the gutters again (screenshot of text attached). As stated above, I have already given them that opportunity once and the second installer just screwed in extra mesh over the gaps the first installer left.

  Business Response

  Date: 07/03/2024

  The gutter guards installed by Gutter Guards America do include
  a manufacturer’s no clog money back guarantee for the gutters. According to the
  warranty, “***** gutter guards will never allow your gutters to clog or
  overflow due to debris accumulation in the interior of your gutters”. The
  gutters are not clogged, but rather it is debris buildup that the customer is
  experiencing on their gutter guards. The warranty does not include “Mold or
  mildew accumulation” on the gutter guards nor does it include “Mesh clogging
  due to tree sap, paint, tar, leaching roof oils, bird or insect droppings, or
  other organic accumulations” which is what is being experienced here.

  The money back no clog guarantee is not applicable in this
  case as the issue that the customer is experiencing is not related to the
  gutters clogging. Additionally, per the warranty, “Homeowner maintenance may be
  needed from time to time to remove debris off of troubled areas, and we
  recommend occasional homeowner maintenance of the gutter guard for those areas”.
  A copy of the warranty is attached and is also publicly available online at *************************************** 

  Gutter Guards America had previously offered to remove the gutter
  guards currently on the home and replace them with new gutter guards to correct
  any concerns with gaps or installation. However, those requests to the homeowner
  were not responded to. Gutter Guards America is still offering this resolution
  for the customer to replace the current gutter guards with new gutter guards.

  Customer Answer

  Date: 07/08/2024

  The offer to "replace the current gutter guards with new gutter guards" will not correct the problem. I have given them that opportunity twice and the problem persists. Even with two attempts, they did not perform all the services promised in the contract I signed before installation. Their actions up to this point have given me no reason to believe they will, or even can, provide those services in a professional manner.

  Services promised:
  1. Professionally clean out existing gutters and downspouts. 2. Seal gutter seams, end caps, corners, and downspout outlets. 3. Realign gutters where needed. 4. Install hidden brackets in gutters for reinforcement where needed. 5. Install ***** Gutter Guards on your home. 6. Give you a manufacturer's no clog money back guarantee. 7. Give you a lifetime transferable warranty.

  
  Guitar Guards America's unwillingness or inability to provide these services is evidenced by their refusal to honor their no clog money back guarantee as well as the photos provided in my initial complaint showing water flowing over the edge of the gutters and the outer edge of the gutters pitched upward. The "manufacturer's no clog money back guarantee" and the "lifetime transferable warranty" are separate bullet points on the agreement signed by the Gutter Guards America sales representative and myself. Any reasonable person would intemperate these items as separate matters.

  I understand occasional homeowner maintenance of any gutter guard is needed. However any reasonable person would not intemperate "occasional" as "daily." I have cleared debris from the gutter guards and experienced water overflowing from the gutters the very next day. I could provide date/time stamped video evidence of this if .mov/.mp4 were in the list of allowed file types.

  As stated in my initial complaint, the contract I signed BEFORE installation states, "Give you a manufacturer's no clog money back guarantee." Any reasonable person signing that document would intemperate that as the product being sold is guaranteed not to clog. I have no doubt the warranty document provided AFTER installation states only the gutters beneath the guards are guaranteed not to clog; screwing solid plywood over the top of the gutters would provide the same guarantee and the same outcome. The warranty is a hollow bait/switch and a separate bullet point from the money back guarantee on the list of services promised I signed before installation. Please do the right thing and honor the money back guarantee.
  

  Regards,
  
  **** ********
  
  

  Business Response

  Date: 07/12/2024

  Hello, the contract references the manufacturer’s no-clog
  money back guarantee, which as stated in the ***** Gutter Guard Lifetime
  Limited Warranty, “warrants that ***** gutter guards will never allow your
  gutters to clog or overflow due to debris accumulation in the interior of your
  gutters”. As stated in the original response, the gutters are not clogged or
  overflowing and the money back guarantee does not apply as what the homeowner
  is experiencing is not related to clogged or overflowing gutters.

  Gutter Guards America still provides the original offer to
  remove the current gutter guards and replace them with new gutter guards to
  ensure they are properly installed. It is still recommended that occasional homeowner
  maintenance of the gutter guards will be needed as outlined in the warranty
  terms. Additionally, it should be again noted that the warranty does not cover “Mesh
  clogging due to tree sap, paint, tar, leaching roof oils, bird or insect
  droppings, or other organic accumulations”, which is what is being experienced
  here, and is not covered in the money back guarantee.

  Customer Answer

  Date: 07/16/2024

  BBB, 
  Photos are attached showing the front and back of the home and what tree(s) are near.
  A photo is attached showing straight down from above the home and what branches overhang the roof.
  This customer is happy to provide these photos. However he does not understand how the photos are relevant, as they do not address the differentiation between the 6th and 7th bullet points on the sales agreement.
  

  Please help Gutter Guards America gracefully honor their written promise listed as bullet point number 5 in the sales agreement, "Give you a manufacturer's no clog money back guarantee" so this customer can hire a different company to correct the problem.
  

  All trees currently on the property were there September 7th, when ** (the salesman) measured the roofline, and the sales agreement was signed. ** was aware of the trees and repeatedly stated, "The gutter guards are made from medical grade mesh so a light breeze will remove any debris from them."
  

  All trees currently on the property were there August 31st when the first installer screwed the gutter guards on. The first installer was aware of the trees.
  

  All trees currently on the property were there when this customer gave Gutter Guards America the opportunity to correct the problems of the first installer. The second installer screwed mesh over the gaps left by the first installer. The second installer was aware of the trees.
  

  No new trees have grown or been planted. All possible sources of debris were present at the time of the sale, the time of the first install, and the time of the second install. After repeated failures of the installers to deliver on the first 5 bullet points in the sales agreement, the management of Gutter Guards America has repeatedly refused to deliver on the 6th bullet point in the sales agreement.
  
  The door hanger and sales agreement were the only documents provided to this customer prior to the install. The money back guarantee is bullet point number 6. The warranty is bullet point number 7. They are separate items on those documents and should not be confused or substituted for each other. Please help Gutter Guards America do the right thing by honoring the terms written on their sales agreement with this customer. Thank you.