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:10/18/2022

  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.

  I contracted H&H Gutter Systems to have our Siding, Soffits, Fascia, 6" Gutters and Downspouts replaced. We negotiated to have the work done for $28,200 that included everything on the invoice attached dated 2-11-2022 and the downpayment acknowledgement dated 2-15-2022. They installed the siding, soffits, fascia and 5" Gutters (not 6" gutters as their company recommended as being sized correctly for my home). In addition, the gutter and downspouts are the incorrect color and don't match the aluminum soffits and fascia as was promised. Now the company is saying that we only get 5" gutters because they "were free". So in other words they promised 6" gutters to get me to agree to have them do the work and then switched to 5" gutters without discussing this with me at the time I agreed to let them complete the work. When I asked the price of each, I was told the 5" gutters would cost $2,000 and the 6" gutters would cost $5,000.I have asked them to correct the gutters by changing to the 6" gutters and made from the correct metal color but they refuse to do so and have threatened to place a lien on my home. All I have asked is to install the agreed upon materials on my home. It is now 8 months from the date I provided the initial payment for the work to begin and the project is still not complete. We are now at an impasse and I cannot in good faith, pay the final invoice balance for the work ($9,400) until the project is complete.I would appreciate any advice/support to get this project completed.

  Business Response

  Date: 10/19/2022

  ************ continues to refuse to pay for the work we completed on his property. Not only did we do the installation as agreed, but we have also gone out several times to address any issues ************ has reported. In addition to installing the siding, soffit, and fascia we also gave ************ 5" gutters and downspouts completely for free. That totals an additional $1950.00 in discounts for ************. Now that all of the work is completed, and it is time to pay ************ has unreasonably requested 6" gutters and downspouts which total $5000.00 in additional work for free. ************ has continued to delay payment, taking 28 days from the original completion date to even report any issues at all. More than 2 weeks ago we were out again to his property to fix his requests and he still will not pay. ************ believes that by bullying our company and being dishonest he will not only continue to rip us off for work we completed but in addition try and get more things for free. It is unfortunate that people do this however there isn't much to assist small businesses like ours in preventing these types of issues. We will be filing a mechanic's lien on his property for the $9,400.00 he still owes. In 12 years of business, we have only had one other BBB complaint. I think our record speaks volumes in regard to this situation and hope ************ does the right thing by paying what he owes. The work has been completed, he received $1950.00 in free gutters, we serviced the issues he reported, and he still won't pay. 

  Customer Answer

  Date: 10/20/2022

  Complaint: 18244040
  
  I am rejecting this response because:
  

  I have attempted on multiple occasions to communicate with no reasonable response from this company. I have provided documentation to both the company and to the BBB demonstrating what was promised and acknowledged on the original invoice and after the first and second payments were paid. The invoice clearly states 6 gutters were to be provided. 
  

  Their sales person sold us this deal based on his experience that our original gutters were too small for our home  in fact just yesterday, one of our neighbors that have a very similar home had 6 gutters installed on their home because the original 5 gutters were too small  

  Clearly the company sold me the deal based on 6 gutters, invoiced me for 6 gutters, acknowledged my initial payment for the deal that included 6 gutters and then installed 5 gutters, even after I told their installer that the gutter size was incorrect while he was installing them.  Obviously this company believes baiting and switching to get the customer to use them is an acceptable business practice. I do not.

  I have elected not to detail the poor quality of the work in this BBB complaint and the follow up service calls which I have documented to the company but their return service calls have failed to correct the issues. Nonetheless, I will pay the full amount if they install the correct gutters on my home in the correct color or even consider paying the company  $4,400 ($9400 - $5000 for the gutters that I will have to buy to put the correct gutters on my home per their quote) to cover the balance of the siding, soffit and fascia installation in return for a lien waiver for work they have done, a waiver from their supplier and a waiver from their subcontractor.

  Thank you

  *******************

   

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

  Customer Answer

  Date: 11/10/2022

  11/10/2022 Mediator sent an email to the consumer regarding mediation. [CR]  Thank you for your note. Unfortunately we have not resolved my complaint. I had negotiated what I thought was a reasonable settlement with the company through ***, the sales person, siding installer and the owners brother, which was a final payment of $4,400 in exchange for a paid in full receipt and lien waivers from the company and their suppliers. They then came back and asked me to submit a posting on the BBB web site that my dispute had been resolved which I had agreed to once the exchange took place with me presenting the check to them and they deliver the documents requested to me in person. We had arranged the date for the exchange of November 1st but *** texted to postpone the meeting, and I havent heard from them since.  Im ready to resolve the dispute and was under the assumption we had a deal, but unfortunately it is still unresolved. 

  11/22/2022: Mediator left a detailed voicemail for the consumer, will follow up with an email requesting final agreement.

  11/23/2022: These are the documents I received from ***, their sales person and installer.  We asked for the lien waiver to be updated to reflect the correct waiver amount of $28,200. We also asked for the receipt to reflect the correct balance due of $4,400 which they did.  We also asked that when he delivers the documents and I present the check (see attached), that he provides a "paid in full" receipt.  He then asked me if I would post a new comment on the BBB website that indicates that we have cleared up the dispute to our satisfaction.  I told him I would do this after I paid the money and I received the documents as requested. I have attached the text message conversation over the first few weeks of November for your reference. Thank you for any assistance you can provide.