Complaints

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• Initial Complaint

  Date:05/18/2023

  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.

   
  Complaint: 20074310

  Please read what I wrote below and consider the possibility you dont have all the facts.

  I am rejecting this response because:

  I was not rude.  I did not call anyone names and I listened to her point of view.  I was upset because she immediately blamed me, the customer, alleging I wasnt there, I didnt inspect, or I had cheap guards.  Is this customer service?
  

  Heres some of the questions I asked her, where I did not get a response:

  If the gutter guards were cheap, why didnt you tell me that before you started the work?  Why were they not damaged the last time you came to my house? I inspected the gutter guards less than four months ago and they were fine (taking down Christmas lights). If you damaged the screens, or you saw they were damaged, why didnt you tell me?  

  I was home.  I went to the bus stop for 5 minutes to drop off my child (telling the crew, who already started the work). I came back as the crew was finishing up.  So, I both met the crew and later on gave the crew a check.  Also, I did not know the scope of the issue until I got a ladder and climbed up to view the damage to the garage screens.  I cannot inspect the higher level because I dont have a ladder that tall. Is that what all your customers need to do buy more ladders to inspect your work?? I have had my gutters cleaned before by other companies and no one requires you to go up on a ladder to inspect. 

  Also, why did your customer service representative tell me they were probably that way before you started the work, especially if she was not on site  (i.e., she said removing the debris caused them to be that way, as the debris was weighing down the screens)?  Why did she hang up on me?  Why didnt you come back to my house to inspect the damage?  
  

   Obviously, by your response, you dont care about your customers - repeat customers at that. I ask you to please think of this situation from the customers point of view - not what your workers tell you.  How would you react if someone damaged your property and left.  Shrug your shoulders?  I dont think so. I am asking you to simply treat me with some respect.  Its only $200. I dont want a full refund.  In fact, if you admit you could were wrong, which I know is hard to do, we can be done with this.  I have already shared my negative experience with one company which reviews rates your company. I will continue to do so.
  

  You need to ask this simple question: Are you in business to make enemies with your customers, or to make people happy with your work?  Thanks. 

  Sincerely,
  
  ******* ***

  Business Response

  Date: 05/22/2023

  Unfortunately, the information provided by Mr. *** above is not accurate. To start there was almost 2 years between the gutter cleanings. When Mr. *** called to provide "feedback" he was very rude. He was asked several times not to raise his voice and ended the call by hanging up with the customer service *** that was trying to assist him. The screens in reference were the plastic type you can get at any ********** or lowes and the mesh top was dry rotting from sun exposure and wet debris laying on them for months (with pictures for proof). Mr. *** was present at the time of the cleaning and the only thing Mr. *** mentioned to the ******* was there were no screens on the rear gutters and that he knew that he needed to install them.

  Business Response

  Date: 06/01/2023

  The information provided is still not accurate. Mr. *** was very rude with our customer service representative. He was asked multiple times to not raise his voice by our office manager, then proceeded to hang up on her while she was trying to help. He talked down to the office manager most of the phone call, very passive aggressive, just like in his previous response. "In fact, if you admit you could were wrong, which I know is hard to do, we can be done with this." or "Obviously, by your response, you don't care about your customers - repeat customers at that." was the same mannerism that he spoke to the office manager, very degrading and uncalled for in a professional setting. He never allowed the office manager to explain, as he was quick to interrupt then tell her how she was wrong. He could also not understand that a low-grade product could have any damage after being outside, during the winter, after months of debris sitting on top of them. To add more clarity, we have never asked any homeowner to inspect our work as Mr. *** has alluded to. We also see screens in this condition installed by the homeowner themselves every single day, since the screens were discussed between the ******* that preformed the cleaning and the homeowner at the time of the cleaning (as per previous response) there would have been no reason to discuss any further. If you read Mr. ***** responses, then look at review sites like ******, ******* List, Yelp, or Next Door you will find that we have an average rating of 5 stars for our customer service. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20074310
  
  I am rejecting this response because:

  I am going to see you in court.

  Sincerely,
  
  ******* ***