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:12/07/2022

  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 Jun 28, 2022, I requested a quote for rain gutter cleaning at my address by calling the Shine Above Inc office. On July 11, 2022, around 12:50pm, two guys from Shine Above came to my address to conduct rain gutter cleaning. The two guys from Shine Above drove a small compact car hatch back. They took out their garden hose and ladder for the gutter cleaning and climbed up on my roof. I specifically told them that there were old bird nest on two corners of my house that needed to be cleaned. They said ok and will get it cleaned for me. It only took them 20 minutes for cleaning all the rain gutters around my house and I was very surprised by their timing and no pressure washer needed, no vacuum needed for the job. I asked one guy where all the debris went and he said it went down the down sprouts. The first thing in my mind I was worry about having all by down sprouts all clotted by draining debris directly into them. I did not see any sort of garbage they have collected and only shown me a handful of straws from the old bird nests in the rain gutter. I told them that I would expecting more debris from their cleaning, and especially the straws from the bird nests. The guy told some pictures and shown to me quickly in less then 1 second of each pictures he took from the rain guttered he cleaned. I did not even get a chance to digest those pictures he shown me to determined they were clean or not. I did a post inspection by walking around the house looking at all the rain gutter. Straws from old bird nests still sticking out, I did not see and water dripping down from the back of my house which I can assume that it was never cleaned. Three hours later I returned home and climbed up to the roof and inspect the rain gutters in the front of my house only. I saw many areas were left un touched! Debris and dirt were sitting in at least 4-5 rain gutters untouched. I also manually cleaned out the old bird nests from both sides and had collected a full bag of

  Business Response

  Date: 15/07/2022

  Hello ****** ******** ******, 

   

  I am emailing today in regards to a complaint that we received on July 13th from a customer. We went to his home to clean his gutters on July 11th at 4pm. A crew member of ours went to site and mistakenly missed cleaning the back gutters. We are in the process of getting this issue resolved with this particular crew member in response to this mistake. The customer called our team shortly afterwards to express that we had missed some of the gutters. We called him to express our deepest apology and to let him know that we'd really like to come out to site and finish the job properly for him. We asked if we could come out a fix the job and finish cleaning the gutters for him. He expressed that he didn't want or require that any longer because he had already finished cleaning them. He then left complaints for his service online. 

   

  We then got in contact with him via email and again expressed our apologies. We let him know that we would of course not be charging him for the job and also offered him a free window cleaning to make things right for him. He has opened our email multiple times which we can see through our tracking system. We have also attempted to get in touch with him via phone call multiple times but have not been able to get in touch with him to make things right. 

   

  Although we obviously should have completed the job the right way the first time, after making this mistake, we have done everything in our power to contact him and make things right for him. We also have not charged him for the gutter cleaning service. 

   

  We hope that this explains the situation a bit better and expresses that we have truly done all that we can to make things right for this customer. 

   

  Thank you, 

  Shine Above Team