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:10/25/2024

  Type:Billing 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.

  What do you need clarification on? 

  Customer Answer

  Date: 10/28/2024

  Hello,

  Here are the documents you requested. 

  

  Business Response

  Date: 10/29/2024

  When our crew removed the gutters on August 21st, they found some rotten wood. We informed you of the repair costs, and you chose to handle that yourself. And told us you would call when you are done with the wood to return to install the new gutters. Our crew of four worked for an hour and a half in preparation. We charge deposit for all our clients to proceed with the job. However, this amount does not fully cover our costs, as our minimum charge is $450. We cannot leave homes open while moving on to other jobs, which is why we tried to reschedule. Ultimately, you decided to cancel the job. We are a licensed and insured company established in 2006, and we have never encountered an issue like yours. Please feel free to contact us directly if you would like to resolve this matter. I encourage open communication rather than using social media to misrepresent the situation and harm the reputation of hardworking, honest people. I take great pride in my company and will always defend its integrity.

  
  
  Note 
  On the contract is also saying that the deposit is non refundable and Any discovery work will be discussed with and approved by the homeowner before any work is effected - any additional cost will be supplemented at the end of the job.

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see the additional screenshot from their ****** review that I left where they call me a coward and a liar. 
  The story that I told was the truth. I think they tried to scam me from the beginning with doubling the price that they quoted me but since I had already paid the deposit I wanted them to finish the job. I did the work myself (as I stated in the original complaint) I only spent $100 to fix the issues they wanted $900 for. I tried to get them back to finish the job and they never showed up. I tried to reschedule with them, but they didnt have anything on the books for a month. I asked for my deposit back because they were not able to do the job as stated and they denied my request. This is a scam I'm sure of it.
  
  Regards,
  
  Crista Rock
  
   
  

  

  Business Response

  Date: 10/30/2024

  
  Thank you for sharing your perspective. I want to clarify that our intention has always been to provide quality service. We understand your frustration, but I assure you that we did not attempt to scam you.
  
  On July 11, 2024, you called our office to request a quote for your gutters, mentioning that you found us on ******. We scheduled *** ***** to meet with you the following day, July 12, 2024.
  
  On July 16th, *** ***** sent you a text to confirm whether you received the quote. You replied that you did, mentioning it was your birthday, and said you would get back to us by Wednesday, July 17th. He wished you a happy birthday.
  
  On *********, you signed the contract and emailed it to *** *****, who then forwarded it to us. On July 23rd, you paid a deposit of $285 through Zelle. On the same day, *** ******** called you to schedule the job, and you requested to be scheduled for August 21st, as you would be out of town until the 20th.
  
  Your job was the first one scheduled for August 21st. While our crew was removing the gutters, they discovered rotten wood (as shown in the attached picture). *** ***** personally went to the site to assess the situation and discuss it with you. The change order specified that JL Remodeling **** would remove the existing damaged wood fascia from the right side of the house and install new pre-primed 8 wood fascia (approximately 65 LF) for $585. You decided to handle the repair yourself and informed us that you would contact the office when you were ready.
  
  On August 27th, we reached out to check if you were ready to proceed. You responded: Hey! Thanks for reaching out! **** cut his hand really bad at work and had 8 stitches, so we cant work on the house until he heals. Im thinking maybe he will be okay next week? Not sure. Ill be in touch when its done.
  
  You contacted us in mid-October, and we scheduled the job for October 22nd. On that day, we texted you to inform you that we needed to reschedule to October 23rd due to a change order on a prior job, as we cannot leave jobs open. You indicated that October 23rd would not work for you. Our team made efforts to accommodate your schedule, but as indicated in your text message, you decided to cancel the job.
  
  Regarding your deposit, our policy states that it covers the costs incurred for scheduling and preparation, which is why we are unable to issue a refund. I encourage you to discuss any further concerns directly with us so we can work toward a resolution.
  
  After noticing the recent negative review on ****** and across our social media, I found evidence from 2018 suggesting a similar situation. Please see the attached picture. It raises concerns that you may be attempting to harm my companys reputation.