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:01/16/2025

  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.

  We first reached out to Gateway Home Services in the summer of 2022. Later, when we were financially ready, they visited again in the fall, 2024. We were interested in having them clean our gutters and install gutter guards. After meeting with them most recently, we worked through 3 revisions to their proposal and signed a contract with them. We paid a down payment of $717.50. Over a span of approximately 7 weeks, their workers came out several times. One of these times was a measurement, which was decidedly off (not enough material would have been ordered), a second time to deliver ladders which they didnt have on a previous visit, a third time when materials came in and werent wide enough (they wanted zip-tie them together. We declined that solution.) We had at least one appointment that was a no showciting that the worker didnt have his truck. When they did come out with the too-narrow guards, they offered to clean out one gutter since they their ladders there. We agreed to that. We were so dissatisfied with the service, having lost faith in the company that they would do a good job, we didnt want to continue to work with them, and we told them so. Ironically, we found another company which in a matter of three days, measured, ordered and installed gutter guards. When the other company came to install the guards, photos were taken. (Photos are available upon request.) Not even all of one gutter was cleaned! We have made multiple efforts to communicate with the company regarding the $717.50 down payment. We would like $650.00 refunded, since no gutter guards were installed, and only a portion of one gutter was cleaned.

  Customer Answer

  Date: 01/16/2025

  Attached please find correspondence from *** ******** (owner) to ******* ***** (contractor) requesting partial refund of deposit-

  1. Letter, sent registered delivery, 11/18/2024; delivered and signed for 12/5/2024. No response.
  2. Message left on Gateway Home Services home page; 12/17/2024. No response. (2nd message left on 1/13/2025, no response.)
  3. Message journal detailing each conversation or text message.
  4. Image 1634.jpg guttering; southwest section still full of leaves. 11/11/2024.
  5. Image 1646.jpg guttering; east section still full of leaves. 11/11/2024.

  I appreciate BBB's help in resolving the partial ($650.00) return of my deposit ($717.50). This amount is described in the 11/18/2024 letter to Mr. ****** I selected this contractor based on the positive BBB reviews and their initial response in quoting the gutter guards.  

  Respectfully, *** ********

  

  Business Response

  Date: 01/24/2025

  Hello,

  We were contacted by the customer on 6 Sept for us to go out and give them a quote for their gutters on 9 Sept. The contract was signed on 13 Sept, in the contract it states that the customer would be provided materials for part of the house and that Gateway would supply the remain amount. The customer decided that it would be easier for Gateway to supply all the materials, and it was agreed upon by both parties. A technician went and did the measurements. After that they were able to order the supplies. The customer was scheduled for 23 September but with it raining that day the customer asked for it to be rescheduled.  We went back out again and realized that we would need to order different gutter guards than the one that were purchased by us, because they did not fit. We did have reschedule 1 Nov because one of the technician's trucks broke down, and with how high the gutters are at this property we have to use a 40ft ladder and as a safety requirement for our company at least two technicians are needed to operate it. We reached out to the customer to get it rescheduled we did get a hold of *****, and she asked us to go through *** to schedule. We reached out to ***, we were unable to get a hold of him but did leave messages keeping him informed on the getting scheduled. We had them scheduled with our sister company Titan on 6 Nov, but they told us they did not want us there and not to come to the property. We have made attempts to get the job completed, there were unforeseen problems that popped up on both sides. But there is a signed contract and refusal of service. 

  Customer Answer

  Date: 02/03/2025

  Complaint: 22818661
  
  I have reviewed the business' response and am rejecting it because:
  
  After one weather delay day and four (4) appointment days missed, I realized that Gateway Home Services was not the professional contractor we were originally impressed with. They missed four appointments-
  1.9/23; Weather condition; resulted in delay of 18 days
  2.10/11; Dont have tall enough ladder
  3.10/14; Brought the wrong gutter guard material
  4.10/31; No show, no call
  5.11/1; Truck not operational
  At this point we realized GHS was unreliable. After Mr. ******* ***** offered to have exterminator employees from his sister company (******************) install the gutter guards we did not feel comfortable with that solution. 
  
  In attempting to resolve this matter, it took Mr. ***** over six weeks to respond to my letter, no doubt prompted by my BBB request for assistance. Mr. ***** contacted me directly by text message on January 20 claiming that GHS deposits are non-refundable. I am very conscientious with contracts, terms and conditions. The only document I was presented through this process is copied to this complaint, listed as *** ********.PDF. There are no terms and conditions.
  
  For clarity, I have annotated Mr. ****** written response to this complaint and attached it to this letter. As stated previously, my wife and I are requesting a partial refund of $650.00 of our $717.50 deposit.  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/03/2025

  Hello,

  There was a breakdown in communication for this job, it is a learning experience for ALL involved. It started with who would be purchasing the materials in the quote the customer signed it states that they will be purchasing the gutter guards, and the customer thought that ********************** was to do the purchasing. Then weather happened, and some unavoidable incidents with the wrong ladders. The customer was contacted through all of this to keep the lines of communication opened and to make sure that the work could get finished. The sister company ***** is the company the customer originally reached out to, to get their gutters cleaned and to install the gutter guards in 2022 and again in 2023. Gutter cleaning and gutter guard installation is a service that Gateway and Titan are both able to perform. We reached out to the customer several times to schedule this appointment and did not get a response until the day of the we set the appointment where we were told that the customer does not want us to finish the job that was started and does not want us on his property. We have reached out to the customer to get this job finished; we would like to complete the job per the signed contract that we have already started and bought supplies to do. 

  Thank You!

  ******* ************************************ Company 
  **************************************;
  Gateway Home Services 
  Top- Tier Property Management
  Gateway Cleaning Services 
  RTI Business & Consulting Services 

  Customer Answer

  Date: 02/09/2025

  Complaint: 22818661
  
  I have reviewed the business' response and am rejecting it because: 

  if you will note the *********************** ***** was called (he had provided us his cell number) on 11/3; not the alleged day of installation 11/6.

  if you will note also, on the fourth quote, dated, Sept.9 and signed on Sept. 13, there is no language about terms and conditions (i.e. no refunds on down payments.)

  to clarify, ******************** was called during (May of 2022) because we had an issue with horseflies.  It was then that Gateway Home Services was suggested by Titan to alleviate organic matter in the gutters which were attracting the bugs. A subsequent appointment with Gateway Home Services occurred and we held onto Gateway Home Services' brochure for over two years. 

  Gateway Home Services was not contacted again until September 6, 2024 to provide an estimate for installation of gutter guards. 

  At no time have I spoken, texted or written that I did not want Gateway Home Services on my property. After an extended weather delay and four excuses for not performing the work I requested to have my deposit refunded. 

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

  Customer Answer

  Date: 03/19/2025

  03/19/2025 AB:  Called consumer unable to leave a message the line was busy. 

  03/31/2025 AB: Called consumer and they are requesting a refund from the business in the amount of $650.00.  Consumer stated that this experience was very excruciating. 

  06/11/2025 AB:  Called and spoke to the consumer.  Sent consumer an email with documents from the business.  Consumer will contact me with a date and time to go over said documents. 

  06/18/2025 AB:  Sent a email to the consumer to set up a date and time to go over the documents.  ( Business stated that on the documents they signed there is no refund)

  06/30/2025 AB:  Have not received a date and time from the consumer to go over the complaint.  Called consumer and left a vm. 

  07/08/2025 AB:  Consumer called and we went over their documents. I will  send him the latest documents so he can view them to his email through outlook.

  AB-07/15/2025- Per agreement the first estimate was not the correct amount.  The quote that we were going from that we calculated as down payment.  Our frustration was close to two months on this contract, Consumer stated that there was a few times that the business did a no call and no show which was highly frustrating.  Consumer last day is tomorrow at work.  Sometime next week would be a good opportunity talk.  Look at text message 4 where the business stated about prorating (prorating the amount for the guards already paid for as well as the labor and time for cleaning out the gutters.) what does the business mean by this.

  AB: 07/29/2025 Called consumer and left a message.  I reached out to the business and spoke to ****** today.

  AB: Consumer called back and stated that the business only cleaned a small portion of the gutters and never applied any gutter *******.  Is is wanting a small portion of the deposit. Consumer stated that the business never installed the gutters guards and only cleaned a small portion of the gutters.  Consumer would like a small portion of the deposit for delays in starting the job and only doing partial work. Consumer stated that they only want the deposit back. Consumer stated that the business informed them they would have their pest control team to install the gutters guards but consumer declined because skill set.  How can you have a pest control team in stall gutter guards. Will reach out to business regarding this. 

  08/27/2025 AB:  Called consumer left a vm, I need to inform the consumer that I have reached out to the business multiple times and I have not really been able to get in contact with the business but only one time.  This complaint does not need to go to arbitration and it should be closed as answered. 

  08/28/2025 AB:  Consumer called back and I informed him that since I am not getting any feed back from the business that I do not think our office can move forward with this case since there is proof the business stated that there will be no refunds.  I suggested that I will reach out to the director to get her feed back and will call him back on 08/29/2025. 

   

   

   

  

  Business Response

  Date: 04/25/2025

  04/25/2025 AB:  Called business and spoke with Mackayla and she is going to forward a message to *******. 

  05/13/2026 AB: Sent an email to ******* through Outlook. 

  05/21/2025: AB: Called and spoke to the business and they stated that the ****** is non refundable because they purchased products and then the job was cancelled. Business stated that  "We cleaned the gutters and applied a gutter shield".   ******* suggested that I send a email on file to request a copy of the contract be sent show that the $****** deposit is non refundable.

  07/15/2025 AB:  Called and left a message with ****** for *******.  I need to know (prorating the amount for the guards already paid for as well as the labor and time for cleaning out the gutters.)

  07/29/2025 AB: Called and spoke to the receptionist ******* did not want to respond he stated that nothing was prorated, job started in Sept 2024 and job was completed on 11/07/2024.  The business stated that they did cleaned the gutters and applied the gutter shields  Spoke to ****** this time.

  08/05/2025 AB:  Called business and spoke to ****** sent email to business to schedule a date and time to talk about this complaint. 

   

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The transaction was on the first week of October it Services through Gateway home services. They were to repair and make three interior doors paint ready Hired the contractor to finish up the previous contractors left over work ***** from Gateway home services showed up conducted. The bid spent at least 25 minutes in my home walking around asking if I wanted to add other jobs to this bid.He spent enough time. I felt comfortable to his company, signed a contract paid a deposit.The gentleman showed up already over an hour late claimed he had to run to ********** twice, but Only showed up at home with a couple of boards? He came into my home, tore apart some door casings , He did s**** in an interior door straight into the wood frame without cutting the proper intentions for it to be installed properly Through his hands up and said that he doesnt really know what hes doing I proceeded to ask him why he took this job, knowing that he was dealing with plaster walls He then proceeded to pick up his belongings and walked out the door I get a text message him stating that I needed to place another appointment for another contractor to come out to give me another bid That doesnt make sense he quit a job caused more damage than to work that he did. He did absolutely nothing in my home because damage.From Gateway home services, My deposit came into my home, threw around some stuff and then quit walked out the door and tried bullying me into paying more money to have it fixed? All I simply want is a refund at this point And Ill eat the cost of the destruction he left in My Home and the damaged interior door and frame, along with Crumbling walls due to him, not knowing and admitting he didnt know what he was doing while here in my home.

  Customer Answer

  Date: 11/18/2024

  . I am writing to share my concerns about the service I received from one of your contractors today. To provide some context, I initially hired him to complete a job that a previous contractor had started. We had an extensive conversation about the challenges I faced with the previous contractor, and he assured me that I was in capable hands. Unfortunately, my experience today fell far short of those expectations. Firstly, the contractor arrived over an hour late, citing a trip to ********** as the reason for his delay. He then left again within the first hour, and was gone for over an hour despite the store being only five minutes away. During his brief time in my home, he completed only a fraction of the work. Regrettably, after approximately four hours, he informed me that he was finished and that he was unsure of how to proceed, leaving the job incomplete and my home in disarray. His frustration was evident, as he expressed dissatisfaction about not measuring the door casings before his trips to **********. This lack of preparation and professionalism is troubling, particularly given the safety concerns for my elderly dogs, as there are large nails protruding from the wood he left behind. Additionally, the contractor neglected to cut out the necessary notches for the door hinges, which is likely to cause issues down the line. It is disappointing to witness such a lack of attention to detail, as this could have been easily avoided with basic knowledge and proper tools. The damage to my interior door is particularly frustrating, especially considering the job remains incomplete. Being told I need to find another contractor because he is unsure of how to proceed is simply unacceptable. I simply would like a refund of all monies paid so far and the replacement for the damaged interior door. As well as junk removal for left over waste

  
  

  

  Business Response

  Date: 11/20/2024

  This client only allowed us to do a portion of the service agreement, would not let us return to finish and then disputed the credit card deposit. We have sent this to our attorney and 3rd party collections

  Customer Answer

  Date: 11/21/2024

  Complaint: 22485175
  
  I have reviewed the business' response and am rejecting it because

  
  I am writing to formally reject the response provided by Gateway Home Services regarding my complaint. Despite my repeated attempts to engage them in order to fulfill the terms of our signed contract, I have only received numerous phone calls from various numbers associated with an individual named *****. Rather than addressing the existing contract, he attempted to persuade me to sign an entirely new agreement.
  
  I also reached out to the owner of the company, but received a dismissive email indicating that my concerns were not worth their time to address.
  
  Throughout this process, I have earnestly requested that Gateway Home Services complete the work outlined in our original contract. Instead, I was met with resistance, including attempts to charge me for materials that were allegedly left at my home, which I never received. When I offered to return the unrequested scrap materials they provided, I was threatened with police involvement.
  
  Despite expressing my frustrations and the challenges I faced with their prior handyman, I was told to "leave the emotions out of it," which felt dismissive and disrespectful. 
  
  At this point due to this company, calling me a liar and refusing to do the work nor repair or even address the damaged door. I absolutely want a full refund and then damages for the door.
  

  I have documented all correspondence, including emails and a certified letter sent on November 20, 2024, in which I formally demanded a full refund along with compensation for the damage caused to my interior door by *****. Unfortunately, my requests have gone unanswered, and my emails appear to have been ignored.
  
  To date, Gateway Home Services has shown no willingness to honor our existing contract or address the issues I have raised. I have ample evidence to support my claims and would appreciate the BBB's assistance in resolving this matter.
  
  

  also, I like to add, I did screenshot the many different emails that I have sent to Gateway trying to resolve this matter which contradicts their statement of them trying To state that theyve tried to resolve this, and Ive been uncooperative

  As well as it also shows that they have muted my emails. 
  also, I would be willing to download PRINT off and mail. Every email correspondence me and gateway Home services as well as the text messages from the multiple phone numbers that ***** from Gateway home services has called me from as well.

  Thank you for your attention to this issue.
  

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

  Customer Answer

  Date: 01/10/2025

  01/10/25 JM: Spoke with Mrs. **** and she stated this matter has been resolved by her ******************* and would like for the BBB to Close this complaint and don't want anymore contact with this company. Refunded by Credit Card. 

  

  Business Response

  Date: 01/10/2025

  ****** JM:/Spoke with Mr ***** (owner of Handyman Store) and this matter has been resolved and the customer credit has been refunded. Would like this completed complaint close and the company thought this customer was extremely difficult to deal with.