Complaints

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• Initial Complaint

  Date:05/06/2025

  Type:Sales and Advertising 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.

  We had our gutters less than a year ago. I have been calling with complaints about our gutters leaking directly onto our foundation. I spoke to the office staff, Candy and the owner, *****, on multiple occasions. Every time, they assured me they would address this issue and come out right away. It has been over 6 months of complaints, calls, voicemails, text messages. Due to them not fixing the issue, we had flooding in our basement that required us to get a sump pump. We have never had a basement water issue until they did the gutters. The two gutter spots I have been requesting service on are the exact places we are experiencing water intrusion into our basement due to excess water on our foundation. I am out of pocket $2,250 because of their terrible job and lack of customer service. I do not think it is fair I am the one paying for this and would like the company to reimburse me. I have text records and call records of my attempts to get this fixed.

  Business Response

  Date: 05/27/2025

                                                                                                                                         May 27, 2025
  
  We were contracted by a Roofing Contractor in December of 2023 to install guttering located at ************************************************************************, Any warranty items should go thru the *************** that ******** chose. D&B Continuous Guttering Guarantee states D&B Continuous Guttering  Will not be responsible for the accumulation of water in the basement or crawspace of the structure during or after the installation and will not be held liable for any damages that may result from said accumulation.  The guttering stood for over a year with no problems and no phone calls for a repair from ********.
  In Jan of 2025 we received a call that a corner of the guttering was leaking, no mention of water in the basement, However, there was snow on the roof and nothing could be done at that time. (please note this corner leak in the guttering was not in the area of the water getting into her basement and is typical with the freeze and thaw during the winter. When the weather got better but the rainy season came, with several flood and flash flood warnings issued, ******** called again, she complained that water was spewing form the bottom of the downspout in 1 or 2 areas. I told her that we would get her in the schedule. Of course that is our busy scheduling time and with all of the rain we have had this spring a lot of days were not workable,Regardless, on May 9th 2025 our service employee went to the property, He did do his best to fix the problem however, it was not the fault of the guttering or the downspouts or the way they were installed. The homeowner has very long black flexible pipe that ran from the downspouts and over a flower bed and then out into the yard. Our service employee found that that pipe was running parallel for some distance where it connected to the downspout, leaving no room for gravity to take the water away from the house.The water had no choice but to back up and come back towards the downspout and then spilling down towards the foundation. This is a homeowner issue, not our company, we do not provide and install any type of black plastic landscaping tubing, We will at the homeowners request place the downspout into the pipe but it is their responsibility to make sure that it is installed correctly and draining properly.
  Although a sump pump was a needed and usually required item for a basement, It will be a  good investment for ******** however, We strongly feel that this is something that we are not responsible for since we have no control over those items.  An additional note, our agreement with our contractors and/or homeowners that hire us, clearly states that we are not responsible for water issues in a basement .
  I have attached a picture of the front of the property so you can clearly see what was explained.
  
  D&B Continuous Guttering,
  Candy
  Cc: ******* ******
  *****************************************************************
  ************

  Customer Answer

  Date: 06/06/2025

  I apologize for the delay in responding, I was out of town. 

  I would like the company to provide a copy of the signed contract they speak about. 

  I would also like to point out I did reach out many times before he said I did to the owner, company and the roof guy that hired them and they only came out to fix it once I said I was taking action. This is after dozens of contact attempts, calls and texts. That cannot be considered good business practice. I have the employee who fixed the two gutter spots on recording saying it was definitely installed wrong in the first place and confirmed he saw the immense amount of water pouring onto the foundation. Other issues I didn't even bring up was the faulty gutter between the garage and carport. They also did not take away some of the old gutters and left them on my property. I can't believe companies can get away with this treatment. I am happy to submit any additional documents you need. 

  Thank you,

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

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I apologize for the delay in responding, I was out of town. 

  I would like the company to provide a copy of the signed contract they speak about. 

  I would also like to point out I did reach out many times before he said I did to the owner, company and the roof guy that hired them and they only came out to fix it once I said I was taking action. This is after dozens of contact attempts, calls and texts. That cannot be considered good business practice. I have the employee who fixed the two gutter spots on recording saying it was definitely installed wrong in the first place and confirmed he saw the immense amount of water pouring onto the foundation. Other issues I didn't even bring up was the faulty gutter between the garage and carport. They also did not take away some of the old gutters and left them on my property. I can't believe companies can get away with this treatment. I am happy to submit any additional documents you need. 

  Thank you,

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

  
  
  

  
  

  Business Response

  Date: 06/10/2025

  I attached a copy of D&B Continuous Guttering Guarantee in the first response of which it states:
  D&B Continuous Guttering  Will not be responsible for the accumulation of water in the basement or crawspace of the structure during or after the installation and will not be held liable for any damages that may result from said accumulation.
  And also states:  Homeowner is to be responsible for maintenance on new gutter system. Gutter system is to be kept clean of debris or labor warranty may be voided.
  The gutter system was installed per the Homeowners desired set up and approved. The black drainage tube (the cause of the water problem)belongs to the homeowner, it can and could be installed any way and any direction that the homeowner chose to have it drain, so we can not be responsible for the drainage tube.  The gutters were draining correctly.
  I do not know what kind of warranty that the General Contractor had with the homeowner but, I feel that she would need to contact them.
  Just to add a little information, Indiana Building Code does not have a mandatory code for a sump pump requirement for basements or crawspace but, it does offer some good information, especially given that Indiana received a very high, above normal rainfall amount this past spring.
  It states:
  In practice, many homes in *******, particularly those with basements or crawlspaces, benefit from having sump pumps due to the region's climate and soil conditions. 
  Here's why a sump pump is often recommended in *******:
  Climate:
  ******* experiences significant rainfall and snow, which can lead to water pooling and foundation issues. 
  Soil:
  Clay and silt soils, common in *******, drain slowly,increasing the likelihood of water accumulation around basements and crawlspaces. 
  Our decision still stands that we do not feel that we should be responsible to pay for a sump pump.