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Complaint Details
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Initial Complaint
08/23/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I needed the gutter helmet removed prior to roof replacement. That was an exercise in frustration, but after a very tense phone conversation with Daniel, it got done. I called after the roof was done to get the helmet reinstalled. Someone showed up thinking they were to remove it, didn't have the right equipment and left. After several contacts another person showed up, installed half, told me he thought he was to remove it, but had some parts to use. I was told someone would come out on 8/19 to finish. Weather was not an issue that day. No one showed, no contact. Sent email to Maggie 8/22 indicating such and asked when?. I called 800-947-4056 today and not surprised, no one answered and it rolled over to the service. Left a message and was told someone would call. Did this 4 times during this project, no one ever calls. I paid the deposit. Maybe a goodwill reduction of balance for all the troubles. I would like the helmet reinstalled without delay and without having to hound them.Business response
08/30/2021
Business Response /* (1000, 5, 2021/08/24) */ We have a tech scheduled for tomorrow to finish the reinstall. We have also given Mr. a reduction in his bill. Consumer Response /* (2000, 7, 2021/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) A tech came out and finished reinstalling the gutter helmetInitial Complaint
08/17/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Entered by BBB of Ohio Staff AF: Consumer contracted company to come to rental property. June 2020. Company went back and forth on the schedule for quite a while. August 2020 company finally showed up. Consumer was told it would be a one day job. Job turned out to be weeks long. Consumer was never told when the project would be done. Consumer was never told project was complete so she can come out and inspect work. Consumer finally realized job was complete only when she got bills for the work. Consumer went to inspect rental property, consumer had wanted wood trim around gutter was rotted and she wanted it replaced. They just nailed it, they were supposed to replace the wood. Gutter was falling down subsequently. The company never said they found the rotted wood and didn't comply with the contract. Consumer had the company out twice for representatives to look at the problem. Both company reps on july 13 and begining of august said the boards had not been replaced and would make the recommendation to replace. Consumer has not received any further contact to fix the wood. No one has contacted consumer since to replace the rotting wood that should have been done initially.Business response
08/18/2021
Business Response /* (1000, 5, 2021/08/18) */ I called and spoke with Mrs. ****** on 8/16/21 and we are sending a team to her home on 8/25/25/21 to address Mrs. ******'s concerns. Consumer Response /* (3000, 12, 2021/08/25) */ I had not replied yet as they were set to send a "crew" today to fix the problem. For the 3rd time, they did not address the problem. They were to replace rotted wood that was supposed to be replaced a year ago when they installed gutters. They were also to notify us last year when they installed the gutters if any additional wood was needed to be replaced. Today they sent 3 guys with insufficient supplies and did not explain to them the scope of what was to be done. Of course they were not ready to complete what was needed. They keep sending guys out with a bandaid for what equates to a broken leg. Again, the situation has not been rectified at all. Business Response /* (4000, 14, 2021/08/26) */ Our team was out yesterday and assessed the issue. Mrs. ****** and the team were concerned about removing gutters to replace any damaged fascia boards due to pending thunderstorms yesterday afternoon. We have the same installation team set to return on Wednesday September 1st, weather permitting and have allotted the entire day for Mrs. ******. Consumer Response /* (3000, 12, 2021/08/25) */ I had not replied yet as they were set to send a "crew" today to fix the problem. For the 3rd time, they did not address the problem. They were to replace rotted wood that was supposed to be replaced a year ago when they installed gutters. They were also to notify us last year when they installed the gutters if any additional wood was needed to be replaced. Today they sent 3 guys with insufficient supplies and did not explain to them the scope of what was to be done. Of course they were not ready to complete what was needed. They keep sending guys out with a bandaid for what equates to a broken leg. Again, the situation has not been rectified at all. Business Response /* (4000, 14, 2021/08/26) */ Our team was out yesterday and assessed the issue. Mrs. ****** and the team were concerned about removing gutters to replace any damaged fascia boards due to pending thunderstorms yesterday afternoon. We have the same installation team set to return on Wednesday September 1st, weather permitting and have allotted the entire day for Mrs. ******.Initial Complaint
07/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have had a Gutter Helmet system for over 20 years. The rep came to our home (4/6/21) to check the system before a cleaning, suggesting we replace a number of panels when the cleaning took place. We held-off because we decided to replace our roof. The rep came out again and priced removing and reinstalling the system (5/15/21). We gave him a deposit check for $1285: $793.00 to remove the panels, and $2892 to reinstall the system. At the reinstall (6/21/21) we were told that the new roof tiles were not compatible with the old system; they could install them, but they would not sit properly and there could be damage going forward. We were given an estimate for a new system. No one asked what roof tiles we had chosen. No one said there could be an issue with compatibility. We decided not to reinstall the system or get a new one. I want the $492.00 deposit remainder back. The mgr did not return calls, the rep has promised to get me a check, but it has not arrived in over 3 weeks time.Business response
07/21/2021
Business Response /* (1000, 5, 2021/07/20) */ Spoke with Mrs. *********** this afternoon to let her know a refund check had been issued for $492.50 and mailed to her on 7/13/21. She informed me the check had been received and she called the BBB today (7/20/21) to inform you the problem had been resolved
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Customer Complaints Summary
36 total complaints in the last 3 years.
11 complaints closed in the last 12 months.