Complaints

This profile includes complaints for Springrock Gutters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Springrock Gutters

  20w267 101st St Ste C Lemont, IL 60439-9672

• 

  Springrock Gutters

  402 Travis Ln Ste 65 Waukesha, WI 53189-5011

• 

  SpringRock Gutters

  15717 SW 74th Ave Ste 450 Tigard, OR 97224-8060

• 

  Springrock Gutters

  2394 Centerline Industrial Dr Saint Louis, MO 63146-3302

  

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:01/04/2024

  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.

  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

  Date: 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

  Date:12/31/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:12/31/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/21/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/17/2023

  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 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

  Date: 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 Answer

  Date: 01/05/2024

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/07/2023

  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.

  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

  Date: 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 Answer

  Date: 02/05/2024

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

  Business Response

  Date: 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 Answer

  Date: 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 *****

• Initial Complaint

  Date:12/07/2023

  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.

  Gave deposit of $606.00 to ********************* sales consultant said project of gutter guard would be done by end of September 2023 when no one showed I called the girl who answered said yes we have your check and we are sorry **** said end of September it takes about 6-7 weeks so I said that was ok. I think it was October 23or 28 I called answering machine so I left message, again on the 30th left message to call me or my husband gave number for his cell but no response, called in November no one answers just leave a message. My husband called on 11-30-23. and said he was going to contact BBB. Springrock still have never returned are phone calls or are money and we would like a return on our money so we can call someone else.

  Business Response

  Date: 01/05/2024

   

  Hi - We are sorry for the long delay in getting your job completed and getting back to you.  We are still installing on days when the weather permits and we will 

  put your job in the schedule and contact you.  Thanks 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20974473
  
  I am rejecting this response because: there was no need to contact the BBB all they had to do is make a phone call and tell us what was going on which they didn't . We would like our deposit of 

  $606.00 returned so we can get this job done in the spring by someone else. Thank You for helping us
  
  Sincerely,
  
  **************************

  Business Response

  Date: 02/28/2024

   We are sorry for the lack of communication on your order.  Your gutter guard project will be completed when we start up installations.  We will contact you when your job is scheduled.  We apologize for the delay and inconvenience.  We thank you for your business.

   

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 20974473
  
  I am rejecting this response because: We have not heard from them, and we have had a lot of **** weather no e-mail or phone calls that let us know what is going on. I know you cannot get our money back, but I have nothing nice to say about this business. I looked online and it said permanently closed. We discussed taken them to court, but it would probably cost us more. If you think we can get our money back without costing us a lot please let me know. We are in the process of looking for someone else now if you can suggest someone, we would appreciate it.
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:12/05/2023

  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.

  Spring Rock came to my house and gave me an estimate months ago which I accepted and promptly put down 50% or $1330. Since then nothing has been done and it is well beyond the time they estimated they would do the job. I called and emailed the salesman ,***********************, a number of times and he never responded. Since then I also left the company a voicemail and again NO RESPONSE. I feel like they just took the money and ran.

  Business Response

  Date: 01/18/2024

   

  We are sorry for the lack of response. During the off season, the sales **** is off.   Your job will be completed. During the winter months we install as weather permits.  We will contact you when your installation is scheduled. Thank you.  

   

  Thank you

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 20963438
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We paid Springrock Gutters for their premium leaf guards in September 2022 which included a lifetime transferable warranty. We are now in the process of selling our home and have included the transferable warranty in the contract to sell the house. After trying by phone calls, text, and email multiple times for over a week we've received no response. Their phones go to a voice mail promising a return call. Wondering if they have gone out of business but left their website and phone numbers up?

  Business Response

  Date: 01/18/2024

  Case# ******** Jordan

   

  The lifetime warranty is in effect and if the new homeowner has any issues they just have to call in with the address and the date of the installation.  The new homeowner should also have a copy of the contract.  Thank you.

   

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 20928260
  
  I am rejecting this response because: My complaint was specifically because Springrock didnt answer my calls or respond to my messages, or my realtors calls, over a period of two months.  Now their response is to call them.  They dont answer or respond so I dont plan to continue calling.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/30/2024

  Hi *******,  If the guards you purchased have the lifetime warranty, it is transferable.  If you have the contract, you can make a copy and leave it with the new homeowner.  If not, please leave them your name and when the gutter guards were installed (month & year).  The warranty is in our files.  Thank you for your business.  Wishing you the best in your move.  Thanks!

  Customer Answer

  Date: 01/31/2024

   
  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.
  
  Sincerely,
  
  ***************************