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:08/20/2025

  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.

  Hired PSSG October 2024 to install new seamless gutters and guards. Job 99% completed in December 2024. Promised to come back in spring to paint. Over the winter, ice/snow caused gutter damage. Contacted **** to fix. ***** ***** acknowledged that the gutter guards that I could see at eye level were improperly installed. Was quoted $1700 in addition to the $5992 I already paid. ***** ***** promised she would "make things right" for me. Waited for several months. On June 23 2025 I wrote a check to PSSG for $1700. ***** ***** never showed to complete the work and fix the damage. She was insulted when I wanted another contractor to inspect the job to make SURE the gutters and guards were now properly installed before the one year workmanship warranty ran out. ***** ***** refuses to answer texts, phone calls and emails. I politely asked her the name of the color of gutters to make sure the paint the second contractor bought would match the gutter color. As of August 17th, I am still waiting for PSSG to finish the job she was paid to do in December 2025. The second gutter installer I have hired to finish the job due to ***** ***** ignoring my numerous requests to finish the job is charging NOWHERE NEAR the $1700 ***** ***** quoted. All I want is 10% of the original amount paid refunded so I can pay the second contractor to complete the job ***** ***** refuses to do.

  Business Response

  Date: 08/27/2025

  Response to Better Business Bureau Complaint: *** *****
  Professional Statement ***************** and Communication
  Thank you for the opportunity to respond to *** ******* concerns. I would like to clarify that the damage referenced in her complaint was not caused by our gutter installation. The gutters were compromised due to ice accumulation on her roof. *** ***** initially selected a custom-colored gutter, which required sourcing specialized materials from ************. I personally drove 3.5 hours each way to obtain these materials for her project.
  At the time of installation, certain itemsspecifically touch-up paint and zip screws for securing the downspoutswere not immediately available. We discussed these limitations prior to beginning work. I subsequently placed a special order for the touch-up paint, but due to seasonal constraints, it arrived after winter had begun. *** ***** was aware that our team would be working in ******* for the winter and agreed to have the touch-up work completed in the spring.
  During my absence, *** ***** notified me that her front gutter had been damaged as a result of roof ice, and she requested an estimate for its replacement. She also mentioned that several gutter guard panels had come loose, again due to snow and ice. Our gutter guards are typically pressure-fitted and remain secure under normal conditions. However, given her roofs pitch and the recurring ice issues, I recommended that we s**** the gutter guards in place to prevent future problems. I offered to return and make these adjustments under our warranty, which would also include touch-up painting of the zip screws. *** ***** agreed to this plan.
  Subsequently, *** ***** informed me that her insurance would cover the cost of the gutter replacement. I provided an estimate for the replacement and also a quote for an alternative gutter guard, as we discussed a potentially more suitable product given her specific ice concerns. The quote included both the replacement and the optional upgrade, with labor provided free of charge if she chose to cover the cost of materials.
  To minimize inconvenience, I suggested completing all repairs and touch-up painting during the same visit. *** ***** requested the repairs be made as soon as possible, and we communicated via text to coordinate scheduling. Unfortunately, I did not receive a confirmation for a proposed Thursday visit, and when that date passed, *** ***** expressed frustration that the appointment had not occurred. I apologized for the misunderstanding and offered to reschedule. Up until that point, our relationship had been positive,and I remained committed to resolving her concerns.
  *** ***** later indicated that an independent contractor inspected our work and concluded that the installation was improper. She wanted to proceed with the front gutter replacement and repairs but requested to postdate payment until her contractor could inspect the results. I explained that, as outlined in our contracts and estimates, payment is due upon completion of service. I was unable to accommodate her request to delay payment until a third-party inspection was performed.
  Following this, *** ***** communicated that she did not wish to speak with me but wanted the repairs completed. Out of respect for her wishes and in accordance with our policy, I did not enter her property without explicit permission and attempted to schedule two separate visits, but did not receive responses.
  Eventually, *** ***** contacted me regarding the gutter color, which is specified as Charcoal Gray in her contract. Despite multiple efforts to arrange repairs, the lack of response led me to close the service request.
  To improve our customer service and minimize future miscommunications, we have updated our warranty and service request process.All requests must now be submitted through our website with accompanying photos or videos, ensuring documentation and proper scheduling by our office **********. Labbe should have received a copy of the updated warranty, which supersedes all previous versions.
  I remain willing to complete the necessary repairs and touch-up work, provided *** ***** grants permission to access her property. If she prefers, she may coordinate directly with our office manager, ******,during regular business hours at ************. To ensure clear communication, I respectfully request that future correspondence not be sent to my personal cell phone.
  We appreciate *** ****** business and regret any inconvenience this situation may have caused. Our goal is to provide quality service and maintain positive relationships with all customers. Please let us know if further assistance is required.
  Thank you.

  Customer Answer

  Date: 08/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In good faith, I contacted ***** ***** to do the repair of the gutters that were damaged over the winter. In inspecting the job fully, we found that the gutter guards on the back of our garage were IMPROPERLY installed (pictures were provided for this complaint). ***** ***** PROMISED that she would get a formal quote to me for the additional work. To date, I have not received any paperwork that I can sign, return and provide a copy to my insurance company.
  
  ***** ***** scheduled 3 different times to come by to fix the IMPROPERLY INSTALLED GUTTER GUARDS (via the pictures in the original complaint). She mentioned that I did not need to be home when they did the work and the painting. I expected her to complete the job within the one year warranty period. Her excuses for not doing the work promptly was that she "is a one woman show. I don't have anyone to help me." I told her that wasn't a problem and to do the work at her convenience.
  In the meantime, I read online reviews of work PSSG had done during this same time and the comments included "working with the crew". Was she working alone or was there a crew? 
  
  After getting a verbal quote for the cost of replacing the ice damaged gutters, I wrote a check for PSSG for $1700 and left it by my front door as I was told previously that I DID NOT NEED TO BE AT HOME. I asked ***** ***** to leave me a paper quote for my insurance company since she had not provided one to me. 
  
  After waiting months, I texted ***** ***** asking her to confirm the gutter color of Charcoal Grey. The initial contract DID NOT include the color as Ms ***** wanted to make sure she could get it from her supplier. I texted twice to get confirmation of the color name and ***** ***** ignored both texts. I reminded her about the improperly installed gutter guards expecting a response. To date, I have received nothing.
  
  At this point it is clear that PSSG and ***** ***** isn't interested in honoring their one year warranty on the shoddy installation. I have hired a certified Gutter installer to fix the improperly installed gutter guards, paint the tabs that ***** ***** hasn't finished and to address the problem with the ice damage. It is discouraging that ***** *****' promise "to make things right" was not important enough to do the repairs in a timely fashion. I expected better and I certainly did not appreciate being hung up on and ignored when I contacted her for more information.

  I want to correct something that ***** ***** stated in her response. On the paperwork/signed contract she did NOT include the gutter color. As she will recall, we went outside with samples and she wasn't sure if she could acquire charcoal gray from her distributor. This was after we processed the paperwork.
  
  Here we are at the beginning of September and it's crystal clear that PSSG/***** ***** is not interested in completing the project she was paid to do. She was told that I wouldn't be interacting with HER. That did not mean that I didn't want the job finished per the one year workmanship warranty. Since June I have had no response to phone calls, emails and texts. 
  
  I am having another gutter repair contractor finish the job that **** refuses to. In doing so, he will also be inspecting all the gutters above eye level to confirm they were installed properly. If he finds more issues like the back of my garage, I will be filing another claim against ***** *****.

   

   

   

  
  
  Thank you
  
  ****** *****