Reviews

Review Details

• Review fromSusan M

  Date: 09/09/2025

  1 star
  I sought an estimate to replace my gutters. ***** ********** came to my home and gave me an estimate for gutters, downs, and gutter guards electronically. Then, he sent the same by email. I decided against the gutter guards which were more expensive than the gutters and downs. I was advised that the gutters and downs would still need annual cleaning, and I was offered a service contract for that annual cleaning. So many premium upcharges. Brothers Gutters will only install its own brand of gutter guard as it is reportedly "the best". That's what they all say.Attached to the gutters and guards estimate was eight pages, single spaced, of legal terms and conditions that essentially shifted all liability from the provider to the customer. After combing through the eight pages of legalese, I sent ***** ********** an addendum to the gutter estimate. He responded by saying that the limited warranty "entrusts" him with doing the right thing. But, he could not promise a 30 day gutter installation time frame with a required 50% down to schedule installation. I told him that his "just trust me" response was untenable, and the required 50% down without a firm installation date or time frame amounted to an unsecured, interest free loan from me to him. This is exactly how customers get left hanging with $$$$ paid while contractors fail to provide goods and services in a timely manner. Brothers Gutters in Fort Wayne is a franchise of Brothers Who Just Do Gutters based in ************, **. Negotiations broke down over all the legalese. I didn't expect to have to have a law degree to have my gutters replaced. Buyer beware. Don't click "accept" in the estimate email unless you know to what liability you are agreeing.

  Brothers Gutters of Fort Wayne, IN

  Date: 09/22/2025

  You wrote: I sought an estimate to replace my gutters. ***** ********** came to my home and gave me an estimate for gutters, downs, and gutter guards electronically. Then,he sent the same by email.

  
  Response: Thank you, *****, as you stated in your review, you sought The Brothers That Just Do Gutters to give you an estimate for new gutters,downspouts and gutter guards; you were not solicited by Brothers Gutters, you chose to solicit our services. When I came to your home, you specifically showed me a printed document on One Gutter Guard, which is our premium gutter guard, that you were interested in having installed. I took the time to sit with you in your home and explain the various options for guards that we install. We went over One Gutter Guard in detail, and you asked me to price this product/option in your estimate.
  All client estimates are completed on an iPad, and we took the time to go over the estimate on the iPad together. I showed you the prices of the options you were having me quote, I specifically broke out those various costs in the notes section of the estimate so you could easily review, and once I had answered all your questions, I sent you the entire estimate via e-mail so you could have an electronic copy of the estimate that you could also print out as desired.

  
  You wrote: I decided against the gutter guards which were more expensive than the gutters and downs. I was advised that the gutters and downs would still need annual cleaning, and I was offered a service contract for that annual cleaning. So many premium upcharges.

  
  Response: I appreciate that you do not try to claim at any point that there was any sort of high pressure sales tactics or being pushed to make any purchase of products or services. That is not how we do business, we are there to work with you and provide you with options and solutions to your gutter needs. As for your comment about gutters and downs still needing annual cleaning, this is exactly what I put in the notes section of your estimate:

  
  General maintenance is required on all gutters. Warranty does not include issues that occur          because of gutters that have not been cleaned and maintained. Be sure to ask us about our maintenance program.
  I always tell anyone interested in guards that there is no maintenance free gutter guard. There will    still need to be an element of keeping the tops of the guards clear of debris so that the gutters            operate properly. This maintenance is generally less than a gutter cleaning and usually most important in valley areas

  
  Most customers appreciate an honest assessment of their gutters and being offered full solutions to help protect their home from water damage and lessen the work a homeowner must do to maintain their property. By working with the homeowner and offering solutions that they can choose from that best suit their situation, we can be sure that the homeowner is making an informed decision and getting the exact products and services that meet their needs. I did not push any product or service, I simply provided you with options to choose from, and when an option didnt meet your desire, I removed the option at your request and re-sent the updated estimate.

  
  You wrote: Brothers Gutters will only install its own brand of gutter guard as it is reportedly "the best". That's what they all say.

  
  After doing your own research, as stated above, you specifically reached out to Brothers Gutters because we are the exclusive company installing premium One Gutter Guard gutter guards; this is the exact reason you called us to give you a quote for new gutters and specifically, One Gutter Guard. Yes, we will install only the products that we have 100%confidence in, and we will stand behind our work and our products. Brothers Gutters has spent years testing and evaluating all types of guards and we have determined that One Gutter Guard is, based on our research and testing, the best in the market right now. You found guards on ****** and asked if we would install them and I said no. We guarantee all our work and installing a budget guard you were able to purchase, that we do not have knowledge of, or have previously determined to be of low quality and not up to our performance standards, is not something Im willing to do. I doubt we are unique in this position among reputable companies.

  
  You wrote: Attached to the gutters and guards estimate was eight pages, single spaced, of legal terms and conditions that essentially shifted all liability from the provider to the customer. After combing through the eight pages of legalese, I sent ***** ********** an addendum to the gutter estimate. He responded by saying that the limited warranty "entrusts" him with doing the right thing.But, he could not promise a 30 day gutter installation time frame with a required 50% down to schedule installation. I told him that his "just trust me" response was untenable, and the required 50% down without a firm installation date or time frame amounted to an unsecured, interest free loan from me to him. This is exactly how customers get left hanging with $$$$ paid while contractors fail to provide goods and services in a timely manner.

  
  Response: You are correct in stating that I could not promise that your job would be completed in 30 days. When we were discussing your timeline,I stated that we were currently scheduling work 1 month out and I try to service our customers in the order to which they approved the work to be completed. Due to various factors, weather being number one, I could not promise to complete your work within 30 days. Your addendum stated that only you had the ability to change the scheduled installation date: Homeowner shall honor the agreed, original installation date except for circumstances beyond the Homeowners control. 
  We charge a 50% down payment for any job where we must order materials and supplies. This is not unique to our company, and it is standard practice within the home services/construction industry.
  I was/have been completely honest and transparent with you in all aspects and interactions. Ultimately, you did not agree with the language in our Terms and Conditions or Warranty. As a consumer, you have every right to either agree to the terms and conditions or not agree and decide what best suits your needs and interests. To demand that I change everything the company has in place to protect you as a homeowner and me as the business owner is unrealistic. This is the hallmark of our capitalist market, you as the consumer get to choose who you do business with. The flip side of the coin is that I, as the business owner, get to decide which customers we choose to work with also. Ultimately, you still chose The Brothers That Just Do Gutters Fort Wayne to be your contractor for new gutters and downspouts, but you are upset that we did not choose you as the customer we wanted to work with and that is what caused you to write this negative review of our company and to name me individually.
  This negative review is nothing more than an attempt to hurt me as an individual and the company as a whole, all because we chose not to work with you on your project.