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:08/01/2023

  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 contacted this company in April of 2023 for an estimate for gutters for my home, my 12x16 shed and rework the old gutters from the house for ******** shed all with gutter screens. On 04/26/2023 **** came and gave me an estimate of $1500 for my home with no screens and no other quote. In ************ contacted me saying they would be scheduling service soon. I was contacted by his wife on May 22, 2023 to schedule service to start on July 14, 2023, with an email of another quote for my home to include gutter screen for $2035, no quote including the sheds. I call **** on 07/13/2023 in the evening to find out what time they would be arriving to start work the next morning and was informed that they had a job going and couldnt be at my house until maybe Monday, 07/17/23. He and his worker did come on Monday and took down old gutter, 2 pieces of facia board that was rotted and put up the gutter on the back side of the house, about 4 hours of work. I believe on 07/21/2023 the crew of 2 came and put up the facia boards, new front gutter and added the gutter screen, then on 07/25/2023 they came and put gutter on the small shed, the one that was to have used gutter put on it. I called the owner **** at about 4pm and asked him to call me as soon as possible in a message as they did not answer the phone. **** called me the next morning and at that point I told him I would hire someone lease to finish the job as I could not rely on him to do the job correctly the way I asked that it be done. He said God **** Lady, I was going to give you a discount but not now. He then sent by email a new invoice for $2764.50. I feel I am only responsible for the second invoice he sent for the house with gutter screens. He did not follow the instructions that he agreed to at the onset to rework the house gutters to fit the small shed, and never even made mention of the gutters and screens for the 12x16 shed.

  

  Business Response

  Date: 08/02/2023

  Hello,
  Thank you for bringing this to my attention.
  Here is our timeline of events.
  We were contacted by ****** in April for an estimate for gutters on her home. 
  We gave her an estimate for gutters only on April 26th. $1500.00 for ******************************* *******
  ****** told ** she compared our estimate to other gutter companies,and we were competitive (she said we were by far the cheapest). She told us she had another house she needed gutters on and wanted an estimate for that house too. This was at ******************** in *******
  We went on May 10th and gave her an estimate for ********************. ****** told us we forgot to include leaf guard on the estimate for ****************************. We added the leaf guard on both estimates and emailed her.
  We contacted ****** on May 23rd and let her know she was scheduled for 7-14-23.
  We were unable to come on 7-14-23.
  Our plan was to install it on Monday the 17th. When we took down the old gutter, we found the wood behind the facia was rotten. This was not included in the original estimate because we didn't know it was rotten. We could not install. It takes an employee over an hour to pick up wood and come back. And another hour to install. We only charged a third of the actual cost of getting the wood. Additional $120 was added on. (labor $180x2 hours=360)
  We came back on 7-21-23 and completed the installation. At this point the customer asked about installing the used *********************** on the shed. The crew leader was not aware and brought it up with the owner. The owner reached out and found out that the customer wanted us to save the original *********************** and install them on the shed. This was never on the original estimate. It was not brought up. We will re-install gutters in their original location, but it is not a normal service to re-install used gutters on another building or shed. If we did accommodate this request, there would be a labor charge & installation charge (around 3 hours @ $180=$540). New gutters installed were $609.50
  We sent someone out to install gutters on the "shed"7-25-23. We charged the same price per foot we quoted in April 2023.
  The invoice reflects replacing the rotten wood, we can't un-install the rotten wood. The gutters would not have anything to attach to on the house.
  We could come out and remove the gutters on the shed to reduce the costs. Perhaps the customer can find another ********************** company to install used gutters from her other house on the sheds. 
  The increase in costs is directly related to the additional requests from the customer.
  I am sorry there was any miscommunication.We truly want our customers to be happy with our work and its unfortunate it wasnt the case here. ******* are crazy busy for us in ******. We are currently booked out in October with more work coming in every day. The increase costs of supplies and wages has affected our prices. Recently we have increased our prices this month with fuel at $4.33 a gallon. 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20404258
  
  I am rejecting this response because: **** was told about refiguring old gutters to barn style roof 8x10 shed but was also suppose to put gutters and screens on new 12x16 shed.  This was never quoted and I asked **** about it on July 17th when he finally came to install.  The same request was made for my other property on Rosebud.  This was 2 homes with sheds to be guttered with gutter screen.  Not a minor job at all and **** could never get it correct on a quote.  I became so frustrated with request after request with no action so I hired another company to complete the job.

  This is a he said she said situation that has gotten out of hand because I fired the business due to inability to fulfill my requests accurately.

  I had another quote from another business I had accepted and was not going to use Rainaway to begin with even though the other quote was higher but it was a business I had used before and knew how they do business but unfortunately I let **** talk me into using Rainaway, and have suffered in poorer quality and wishy-washy install.  Just FYI, I had to paint the facia boards before they were installed.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/09/2023

  Hello,
  We just want to be paid for the work we did.
  ****** keeps saying we never included a quote on re-hanging her old gutters on her sheds. This is not a normal service we provide. If we did, we would have included a quote on the labor involved and we could not guarantee them to work properly.  When she said she wanted gutters on the shed, we installed gutters on the shed. She has told us, we over billed on the amount of gutters we used. We reduced her invoice by $162.50 for the sheds. The invoice total is $2602.00
  We didn't know her fascia boards were rotten, but we can't hang gutters on rotten wood. We offered to purchase wood and install, for an additional cost.  We are not able to paint the fascia boards, it is the customer's responsibility. 
  We do not feel we should have to pay for her gutters on the shed because they weren't included on the quote. She requested the additional gutters, and we installed them.  And we should not have to pay to replace her rotten wood. 
  We are happy ****** hired another company to install gutters on her property at Rosebud. Hopefully she can find a contractor that will re-hang her old gutters on her sheds and replace her rotten wood for free.
  I have included a copy of a complaint ****** made to YELP and a photo of the gutters installed on the shed. The complaint says she doesn't want to pay for the gutters on the shed because they were included in the original quote. Why should we have to pay for these gutters she requested? Does she just want us to work for free and install these extras for free?
  It sounds like she will only be happy if we lose more money on this job. She has not paid a deposit or anything towards the balance on this invoice. 
  Again, we just want to be paid for the work we did.
  Thank you. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20404258
  
  I am rejecting this response because: this company doesnt even tell the true complete story.  I hired them to put gutters and leaf screens on the house, large shed 14x16 and rework old house gutters for ******** barn roof shed.  **** gave a quote for the house only with no screens.  I told his wife that the quote was not complete as no quote for screens was included, and asked what about the shed, meaning the larger 12x16 shed I wanted gutters and screens on.  **** was aware of the 12x16 shed as we discussed putting the downspouts on the back of the shed instead on on the side so the outflow would be behind the shed.  He also told me that he would try to rework the old house gutters to fit the small 8x10 shed but never included it on a quote.  When he replaced the house gutters, which took 2 trips about 10 days apart to complete.  He also took the house gutter removed and trashed it.  I did not realize that as there was a piece of gutter laid on the side of the parking area that I thought was for the small shed.  Turns out it was the new piece for the front of the house that they couldnt hang due to the rotten 2x6 pieces that were rotten.  (2 pieces of 2x6x10 facia)  My husband and I painted the 2 pieces of facia in 2 days and it was ready to go back up.  After it was put up I asked when the 12x16 shed was going to be done,  the worker said, you will have to talk to **** about that.  Approximately a week later, the workers showed up and put gutter on ******** shed, NOT THE 12X16 SHED.  Up it went and they were gone.  Didnt even say anything. They were here maybe 30 minutes before I realized they had left.  It was at this point I knew I had to hire another company to finish my job and do my other properties house and shed.  In refiguring the final invoice, I do agree with the final payment and will send it by certified mail.

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