ComplaintsforDuncan Custom Gutter, Inc.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Duncan Metal Roofing and Gutters put a metal roof on my lake house in 2011. Large house and expensive job. In 2016 they roofed an accessory building and placed gutters on the lake house. Now have a leak in the lake house roof and one of gutters is broken. When contacted the company says they closed the roofing business and no longer do work at Lake Martin. They were happy to be paid thousands of dollars to put the roof and gutters on but now decline to repair their work.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/04) */ Customer contacted our office on 3/28/22 he stated that we installed his metal roof and gutter system on his home in 2011. He stated that a deflector from the gutter was found on the ground. The complaint was then given to the President of Duncan Custom Gutter Inc. who stated that if the deflector came off it would not be covered under warranty and would be expensive to the home owner for us to send a crew out for such a minor repair. He should contact a local handyman to put the deflector back on at a more cost effective rate. On 3/30/22 customer was contacted by the General Manager. Customer was asked what issues he had going on. At that time he stated that he had a roof leak on his home. I advised him that we would not be able to assist him with the roof leak as we do not do metal roofing or roofing in any capacity, and that he would need to contact a local roofing company to make that repair for him. At this time the customer became irate and stated that we would not stand behind our work and that he was going to contact the BBB and lodge a complaint. I then stated to the customer again that the roofing company was closed in July of 2017 and that we only do gutter installations and repairs at this time. The customer then hung the phone up on me, there has been no further contact at this time.

• Initial Complaint

  07/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home for $508,000 through Donovan Home Builders May 14, 2021. Water was pouring from the top of the house and I noticed that there were 4 missing spouts and the front was not completed so when it rained, the water just poured in the yard. I contacted the building supervisor and he told me to put in a warranty request. Duncan called and asked me to text them pictures, which I did. They came out but only completed closing the front part to keep the water from spilling. They said the 4 holes did not need spouts and refused to add them. I contacted the building supervisor and he said that some companies work differently and did nothing to help. He hired another company to do the gutters next door and they told me that spouts are supposed to be added. I want the four spouts added, two in the front and two on the side of the house. This is what I paid for.

  Business response

  08/31/2021

  Business Response /* (1000, 5, 2021/07/30) */ To whom it may concern; Duncan Custom Gutters Inc. has never contracted for, nor received payment from *************. To this end, the statement made by ************ that "This is what (She) paid for" is a wholly inaccurate and near libelous statement. Any complaint made by ************ should be directed to Donovan Home Builders as they are the primary contractor from whom she purchased the home. This is an erroneous complaint for which ************ does not have grounds. Regardless, Duncan Custom Gutters Inc. has spent 35 years working diligently to build a reputation for experience, quality, and customer care. As a result, we do desire to ensure ************ is pleased with the gutter system. Upon inspection, we have found there are in fact no missing downspouts. ************ may be referring to elbows placed on gutters that terminate to the roof. If this is what she is referring to, we would caution her against placing elbows in certain places where the gutter terminates to the roof. The elbow can direct water into areas where excess water flow should be avoided. For instance, on the home there is a termination near a roof vent, a part of the home notorious for leaking. Should we direct water toward that vent, the probability of a leak is significantly increased. Without an elbow, the water can more gently leave the gutter and follow a more natural flow. This line of thinking can also be applied to directing water toward flashing, sky lights, and so on. As a result of our experience in the industry, we did not install elbows on the areas where the gutter terminates into the roof. Again, this adds further evidence that ************ has made an erroneous claim that she has not received that for which she paid. We did not charge Donovan Home Builders, and most certainly did not charge ************, for the material. If ************ would like for us to install elbows despite our recommendations against them, we will do so free of charge. Our primary goal is the satisfaction of anyone with a gutter system installed by Duncan Custom Gutters inc. We hope we have shed some light on why they were left off in the first place, and we hope this allows for the making of an informed decision. Sincerely, Jimmy D**** President, Duncan Custom Gutters, Inc. Consumer Response /* (3000, 7, 2021/08/02) */ Yes!!!! I want them to install the elbows. I got the terms wrong..... Never did I say that I hired Duncan Gutters and make a false statement. I said I purchased a home through Donovan Builders and the building supervisor said the company does not install the elbows anymore. The company left the enclosure opened and the work undone. Water was pouring everywhere and flattened up the Pinestraw that was put down. I rode through this entire subdivision and every Garrett style house has elbows on the roof and the ones built exactly like mine. There are at least 3 newly built Garrett homes and none of their elbows are missing and the front gutters are enclosed. The house next door was done by a different company and he said, "It looks incomplete". I'm not sure why they decided to not finish the gutters and I had to put in a warranty request and ask the supervisor, and ask them twice (the first time it was raining) to add the elbows to which the guy said no. I should not have to put in a warranty. If it was that simple, why wasn't it done without putting me through all this. Consumer Response /* (2000, 15, 2021/08/18) */ I am satisfied with Duncan Gutters. They came out and installed all the elbows.

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