ComplaintsforSpringrock Gutters

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had Springrock install new gutters for me in October of 2020. Last summer, I noticed one of the zip hinges on the downspout extensions was damaged and no longer operated properly. I contacted Springrock in July and was told that this was under warranty and would be fixed. They placed a service ticket for me, but was never contacted to schedule an appointment to replace the hinge. After multiple attempts to reach them to get an appointment scheduled, I was contacted by phone and an appointment was scheduled for September 8, 2023. They did not show up on this date, and when contacted, they rescheduled my service for October 11, 2023. Once again they did not show up, and they did not respond to subsequent attempts to reach them. When I recently tried to contact them again, it appears their contact information no longer works at all.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Well, for about 2 months now I have been tryingto reach out to Springrock via. phone and email. None ofthe e mails online or given on original paperwork work. I have left multiple messsages with no return calls. When calling the company ( I have tried other locations as well.) Same thing it rings one time and then goes right to voice mail. My gutters are falling off my house and it states that it's a lifetime transferable warranty. Given that one one has reached back out to me, I've reached out to you guys and tried to reach out again with the number I was given. Still nothing. I have even left a review stating I'm trying to reach them in hopes they may reach out that way. Someone also did a review 3 months ago stating that they are no longer in buissnes. I'm not sure if thats true. Given that the phone lines still work. I'm just trying to get my gutters fixed. Given that theres a lifetime transferable warrenty. I don't want to breach contract. If they are out of buissnes, they should have notified customers on who would take over. If they are not able to come fix my gutters I would like to know who would take the warrenty so that it's covered. Thank you for your time.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I contracted to have gutters put on my house. After the inspection, I was told a cost for the replacement of all gutters on the house and told there would be an additional cost for two additional locations. I agreed to all of this and made a 50% deposit to get the work done.The company waited a couple of months before beginning the project and then didn't finish the work. I received an email telling me that the estimator missed including a section of the house and want to increase the cost and asked me to sign a new contract. I haven't done this and they have quit work. They haven't even completed what they said they did contract for but the reality is they should be doing all of the work that was agreed on.

  Business response

  02/28/2024

  When we start installations this season, we will call you when your job is scheduled. We are sorry for the delay. 

  Customer response

  02/28/2024

   
  Complaint: 21174753
  
  I am rejecting this response because:
  They have had the last five months to finish the work and I am now suffering damage because they failed to finish the work they started

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On October 2023 we contacted Springrock to install gutters. They took a deposit of ****** Tried to contact by phone and email no response.Then went to all there addresss including ****** no gutter company Just roofing company.The person there said many people showed looking for Springrock but to no avail.We than proceeded to go to other locations they had for forwarding, something no one was there! They were vacation.Than we tried to reach out to *********************** who was operations manager and they would return anyways phone calls.Since they took my money I kept sending email to get refund but to no avail.They took my money and dont want to live up to there promises

  Business response

  01/11/2024

   

  Hi,  We have *********************************** job and will be completing it.  We moved our office and the renovations on the new office are being finished in the next 2 weeks and we will be fully moved in.  During the cold weather months, we continue installing as weather permits.  ************************ should have received this information and communication on when he could expect his job t be completed.  We apologize for this.  We will schedule his job and communicate to him on when he can expect the job to be completed.  

  Customer response

  01/18/2024

   
  Complaint: 21116065
  
  I am rejecting this response because: Thank you for sending this response from Springrock.  We do not trust this person or company, as we spent many hours to get some kind of response to our calls and emails.  Therefore, we reject their response and would like to have our deposit returned, Cashiers check, in the amount of $862.00.  We had to contact the BBB to get any kind of communication from this company.  I cannot trust a business that treats its customers that way. 
  Thank you for all your help and please let me know when I can expect my refund.
  
  Sincerely
  
  *******************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 8, 2023 I hired this firm to replace all of the downspouts on my home . I paid the company 50% of the cost, up-front, $858.00 The job was quoted with a 5-8 week lead time, but the sales person verbally told me it should only be a few weeks.It is now 8 weeks and I have tried UNSUCCESSFULLY to contact the company THREE times by phone, to get a schedule of when they will do the work. I have not received any response. The company telephone is answered by an automated system.

  Business response

  02/28/2024

  We are sorry for the lack of communication.  Our production schedule fell behind in December.  We will complete your job when we start the installation season.   We will contact you when your job is scheduled.  Thank you for your business.   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 29, 2023 we received a quote for stainless steel mesh gutter guards from Springrock Gutters. On September 4, we paid a down payment of $982 which was one-half of the quote from their representative. We were told that installation would occur in six to eight weeks. On October 27, we received an email indicating that our installation was in the scheduling process - that was the last communication we had from Springrock. We have called and left several messages and have sent emails but have not heard anything from Springrock. Shortly after we paid the down payment, a representative came to our home to clean out the gutters. Because the filters we had were clogged, it was decided to remove them (front of house only) so we don't any filters in the gutters on that part of the house. So very disappointed.

  Business response

  01/18/2024

  Hi *****,  We apologize for the delay.   We will complete your job.  At his time we are scheduling installations as the weather permits.  You will be contacted when we schedule your job.  Your job will be one of the first jobs we schedule.  Again, we are sorry for the delay and inconvenience.  Thank you. 

  Customer response

  01/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would also like to know what happened.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 28, 2023, at 11:24?AM, ********************************* <******************> wrote:?I still have gotten no resolution of my issues since first reporting it to your support center back in March of 2023. The winter is here and one of my heated gutter zones still does not heat and blows the circuit breaker. I have tried to reach out again but no one picks up the phone or calls back when leaving messages. I have even tried contacting *********************** but to no avail. This was a message I left today:I have not heard from you since you finally sent someone to evaluate the problems. I was told that it would get fixed asap. As of today, no work has been done and winter is here. *** tried calling the company office on multiple occasions but no one answers and no one returns my messages. Im at my **** end. If I do not have some type of resolution to my issues in the very near future, I have no choice but to seek legal counsel. If my home is damaged in any way secondary to weather conditions that should have been rectified by the Springrock gutter system and heating system as well as the diverters that were never placed correctly, Springrock will be fitting the bill and more to fix it. I have never had any significant issues with Springrock in the past so Im not sure what is going on with the company. Please respond asap.Thanks,********************************* MD.Please call or I will have to follow through with obtaining legal counsel.Thanks,**** I have called the company on a daily basis and have left messages each time Ive called but I have had received no responses. I have reported my issue which is under warranty March 2023 and again with additional issues in July 2023. The sent out someone to check out the problems on two occasions and the last time the employee stated it would be fixed right away but to date nothing has been done or resolved.

  Business response

  01/18/2024

  Hi *******,  We are sorry for the delay in getting someone out to fix the issue you are having.  We will be calling you soon to schedule a date for repair. Thank you.  

   

  Customer response

  01/18/2024

   
  Complaint: 21079527
  
  I am rejecting this response because:
  I have not had one response from Springrock for months and now the telephone number is no longer in service.  I want to speak to an owner or executive from the company to get resolution!  A simple well get back to you is not acceptable at this point in time!
  Sincerely,
  
  *********************************

  Business response

  01/30/2024

  Hi ****,

  We are sorry that we missed you when we returned your call.  We will continue to call everyday until we connect and are able to talk with you.  Thank you for your patience.  We are sorry for the inconvenience.   Thanks, *****

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Late Spring of 2023, I solicited companies to provide quotes for a soffit/fasica/gutter repair job at my home, and Springrock is who we ultimately selected. We signed a contract on 7/18 and I paid a payment of $5,856, with the remainder due upon completion. We were first contacted to schedule on 8/24 with a 9/1 start date. What followed was three months of constant cancellations, blatant lies from the workers and management, arguments between their workers on-site causing the Lead to abandon the job, leaving a novice to complete and his kid. Unsurprisingly there were several issues with the job they did, and Springrock has yet to rectify everything and complete the job. After the plethora of issues, I contacted a different company to come out and assess the work, and they pointed out several more issues. I have been trying to contact Springrock for weeks with no response. I have called and left voicemails on their office phones, I have called and texted the ******* Branch Manager, ***********************, but he has not replied to me since 11/28, when he told me he was sending workers to my house who never showed. I recently sent an email stating my displeasure and expectations to **** and the general Springrock alias ************************************************** and also sent that email as a certified letter which is yet to be delivered. It appears they have closed their location in ****** and moved to Westmont. I've paid $5,856 so far - there is a remaining balance that was intended to be paid upon completion of $3,144, but the job is not complete. I want Springrock to either come and complete the job they agreed to do with the supervision of a 3rd party, contract at their expense a 3rd party company to complete the job as it should be done, or return my payment so I can find a new company myself.

  Business response

  01/18/2024

  
  Hi ******,  We apologize for not getting back to you.  We will repair and complete your job.  At this time of year we are scheduling, weather permitting, and will contact you when your job is scheduled.  Again, we are sorry for the delay and inconvenience.  Thank you. 
  
  
  *****

  Customer response

  01/19/2024

   
  Complaint: 21041904
  Hello *****,

  Your apologies are not accepted and I reject your resolution. The list of issues with the job Springrock performed continues to grow. The willful misconduct of your company left a safety hazard and caused damage to my home. Springrock has clearly demonstrated that you are nowhere near qualified to do this job. What your company has put me and my family through is shameful.

  I attempted contacting Springrock countless times over the last two months by phone, email, and certified letter, all to no avail. There is no justifiable reason for a company to do this to their customers. 
  

  Due to the safety hazard that Springrock created, as well as further damage discovered to have been caused by your companys blatant misconduct, I was left with no choice but to contract a different company. I did not have the luxury of waiting, hoping that your company would one day return my call, as water spots began developing on my ceiling inside my home (likely due to missing or improperly installed flashing by your company, as we already know is the case in other spots). Unsurprisingly, no company will touch the hack-job that Springrock did, meaning the only option is a full rip and replace. The new will be taking ample pictures to document the countless issues with your work. 

  As if my own nightmare experience with your company was not enough, as well as the countless customer reviews on the web detailing similar terrible experiences, I also caught an interesting segment on *** Investigates this past Wednesday. ************************************************************************************************************************************************.

  The only resolution I will now accept is for SpringRock to nullify our agreement for this job in its entirety, and with that, eliminate the remaining invoice of $3,144 and refund my $5,856 payment. 

  I would prefer Springrock take ownership of their mistake here and adhere to the above request so we can all move on. Otherwise, I do intend to pursue legal action.

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

  Business response

  01/30/2024

  Hi ******,

  We apologize for repairs that still need to be done on your gutters.  We do not do repairs or installations this time of year.  As soon as we start up again we will contact you and either make the repairs or contract a 3rd party company to make the repairs. We will contact you when you are scheduled and make it a priority to get gutters installed correctly as soon as possible.

  Thanks, *****

  Customer response

  02/01/2024

   
  Complaint: 21041904
  
  I am rejecting this response because:
  

  *****,
  

  Im not sure what was unclear in my previous message, so I'll attempt to communicate more plainly.

  Your company has demonstrated complete and total incompetence. Your workers not only failed to repair my home as they were hired to do, but caused further damage, and also created a safety hazard right outside my door. I did not have the luxury of waiting while your company ignored me and my constant attempts to contact you for close to two months, therefore I was forced to secure a different company to repair my home. 

  Both the original repairs, as well as the additional repairs needed to fix the damage caused by your workers willful misconduct, are already underway and will soon be completed. 

  As the current company I am working with unraveled the work Springrock did, it became very clear that the issues I was having were directly related.

  In addition to everything covered in previous correspondences, I had to deal with..

  More vibrating fascia - Caused by Springrock not installing wood behind the fascia. This is especially interesting given one of the main aspects of this job was to frame out the area with wood due to the style of system we were moving away from (omni)

  Several gutter leaks - mis-pitching of almost every gutter run caused overflow and leaking in several spots. Upon removing the gutters, we discovered an area that had 8 s**** holes through the back in about a 16 run. Does that sound like standard practice?

  Water on the ceiling inside my home - Caused my Springrock damaging the ice and water shield, as well as improperly reinstalling the flashing. 

  Ive had my fill of your company. I want this nightmare to end. Ive had enough of the run-around, the blatant lies, and most of all, the monumentally awful workmanship. Do you realize that even in the two messages youve sent me through this BBB case, you've contradicted yourself? First you say youre scheduling jobs, but then 11 days later you say you don't do installations or repairs this time of year? Frankly, it does not matter as I would be a fool to ever allow anyone from your company to touch my home again. 

  So once again, I reject your proposed resolution. The only resolution I will accept is for SpringRock to nullify our agreement for this job in its entirety, and with that, eliminate the remaining invoice of $3,144 and refund my $5,856 payment. 

  Im not going to continue going back and forth with you. You say that you apologize - show that by owning your mistake and complying with the above. Otherwise, I have a call into the State Attorney, I have thoroughly photographed/documented everything about my interaction with your company, and I will be pursuing legal action.
  

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

• Initial Complaint

  12/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I gave Springrock Gutter Guards a 1/2 deposit of $4322.00 ion November 2, 2023 to have gutter guards installed on our house. The work was to be done in mid-December. Upon calling them on December 14th to see when we were scheduled to have them installed, I had to leave a voice mail. Our salesman, *********************, called us within the next few hours to tell us the company was out of business. I drove to the address listed on our contract only to find out the warehouse was now occupied by a roofing company. The roofer gave me an address where he had seen some of Springrock's trucks. I then drove to that address, *************************************************************** and found about 10 Springrock trucks in the parking lot. No one from Springrock was anywhere in sight. The building was empty also. On their website, there are about 6 other complaints from customers who stated they also gave them a deposit and the work has never been started!

  Business response

  01/05/2024

   

  Hi - We are still installing.  We were running behind on installation in December with a smaller number of installers.

  We are scheduling installs weather permitting.  We will contact the customer with schedule information.  We did move our office, but could not move into the space until all the renovations were completed and the permits took longer than usual.  We will be fully moved in at the end of Jan/beginning of Feb.  We are sorry for the confusion and inconvenience.

  Customer response

  01/05/2024

   
  Complaint: 21017377
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  01/08/2024

  I don't understand the company is out of business and stolen my $4300.00. they do not answer the phone the building is empty, all the trucks are parked at a different location Our salesman told us they shut the doors. If they are still in business,  Tell them return my deposit or install my gutter guards it seems pretty simple.

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

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

  Business response

  01/23/2024

  Hi,  Springrock is in business.  Your job will be completed.  The estimated start date (6-8 weeks) on the contract is an estimate.  We will be installing as the weather permits through the winter.  You will be contacted when your job is scheduled. We will get your job completed quickly once we are installing. We moved from the ****** office to ********, but cannot move in until the buildout is completed which will be in the next few weeks.  We apologize for the delay and inconvenience.  Thank you.  

  Customer response

  01/23/2024

   
  Complaint: 21017377
  
  I am rejecting this response because: Same as before nobody answers phones  They have had my money since 11/02/23 with no response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2023. We were measure for new gutter and half of the balance was pay. Every time we call we get a recording

  Business response

  01/05/2024

   

   

  We will complete this job.  We are still installing on days that the weather permits and will contact the customer.  We are sorry for the delay in getting back to you.

  Customer response

  02/05/2024

   
  Complaint: 20976536
  
  I am rejecting this response because:
  As of February 5, ***************************************** leave a message 
  ********************** And *************

  Business response

  02/28/2024

  We will complete your order when we start installations this season.  Springrock will contact you when your job is scheduled.  Thank you for your patience.

   

  Customer response

  03/02/2024

   
  Complaint: 20976536
  
  I am rejecting this response because:  We would like to keep the complaint open until they actual start the work  this spring.
  
  ********************** And AD *****

*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. ↩