Complaints

This profile includes complaints for Ned Stevens Gutter Cleaning & General Contracting, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ned Stevens Gutter Cleaning & General Contracting, Inc. has 3 locations, listed below.

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  Ned Stevens Gutter Cleaning & General Contracting, Inc.

  11 Daniel Rd Fairfield, NJ 07004-2506

  
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  Ned Stevens Gutter Cleaning and General Contracting

  45660 Woodland Rd Sterling, VA 20166

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  Ned Stevens Gutter Cleaning and General Contracting

  14610-11 Old Gunpowder Rd Laurel, MD 20707

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:12/23/2023

  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.

  On 10/24/23, *** Stevens workers claimed to have cleaned my gutters when in actuality they were unable to get access for cleaning the gutters. An alert that ****** Crew was in route to clean my gutters. However, I was in a meeting and did not see the message until later that afternoon. I arrived home and found a notice that gutter service was complete but there was an issue. I called and spoke to ****. **** described stains on a roof and the charge for cleaning. I explained that I first needed evidence of the work gutter work performed, unless it was a mistake. However, **** emailed an invoice for $149 and placed the call on a long wait. He returned and said, I just sent the photo to your email. I replied, This is not evidence, as its just a photo of the front of my house. He then sent another, but one had malware. I requested that his manager call me given that they were unable to provide evidence of the service provided. On or about 11/1/23, the manager called and agreed to send someone to take photos to show that the workers had indeed cleaned the gutters on 10/24. On 11/18/23, I received a text message that *********** was in route to my home. I answered the door and the workers proceeded to the backyard. They waited while I unlocked my gate. Once entered, they placed a ladder over my deck and climbed up with a leaf blower. They staged the gutters appearance by blowing around standing leaves and then took photos.****** Crew never was on my roof, because I was not home to unlock the gate for entry on 10/24, but they sent an invoice for service.I asked the manager to call to discuss after ****** Crew came out on 11/18, but never heard from *** Stevens until 12/14, when ******** an Account Executive called to collect for an unpaid debt. Such practices are concerning to say the least. There is no account or tracking number because the malware erased their invoice and emails surrounding this fiasco of a service.

  Business Response

  Date: 01/03/2024

  We are having a difficult time locating this account. does this customer have a different email or phone number? please send the response to *******************************

• Initial Complaint

  Date:10/05/2023

  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.

  This issue has been ongoing since August. I contacted *** Stevens because I have used them in the past with no issues. I called to request a gutter cleaning, chimney cap and an issue with a gutter coming down in front of the house, The worker they sent completed the first two issues but did not speak English and could not complete the job because he couldn't understand me. I called and requested someone who spoke English. In response 2 more crews arrived who did not speak English and did not understand what to do. When I called I was told that the front gutter needed to be replaced and needed 2 downspouts. Since *** Stevens actualiy confirmed by phone that they installed that gutter last year it was still under warranty and there would be no charge.but they would have to order the part. They also agreed to hold the bill until it was complete. On 9/2/23 I recieved an email with a bill and another saying that no further service was scheduled! Important to note that I also lost a better contract on my homeowners insurance because the inspector told me the gutter was pulling away. I am furious! When I called at the end of last month I talked to a manager who said she had a hard time following the notes herself but assured me it would be completed and the downspouts would be installed. Another manager called me a few hours later to tell me that there was nothing wrong with the gutter and nothing would be done. I still have not paid the bill. I once thought *** Stevens to be a reputable company. Not now. There can be no communication between myself and this company because there is such an extreme disconnect among themselves. 20 phone calls result in 20 answers contradicting each other. I would simply like to have this job completed so that I may pay the bill and be done with them. Hopefully I can resolve this matter without turning to the PA **** of ****** Thank you.

  Business Response

  Date: 10/06/2023

  We sent an install crew to review the job. The work done is perfect, but there is an issue with the customer's roof. I am happy to have my installation manager meet the customer at her home to go over any issues she is having. We left a message for the customer today via phone call offering this. 

  Customer Answer

  Date: 10/13/2023

  
  Complaint: 20700115
  
  I am rejecting this response because: Again this is more of the same disconnect I have already experienced.  I am at a loss to understand how one install crew reports the work "done perfectly and that the issue is with the customers roof" after the previous install crew not only found an existing problem with the "perfect" work but offered solutions and assurance that the work would be completed when the "part" came in.  Again I would just like to speak to someone in person who speaks English and can clear this up.  I would like to please be provided with a direct contact number and name so that we can resolve this. Thank you.

   

   

   

   

   

   

   

   

   

   

   

   

  
  
  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 10/13/2023

  
  Complaint: 20700115
  
  I am rejecting this response because: Again this is more of the same disconnect I have already experienced.  I am at a loss to understand how one install crew reports the work "done perfectly and that the issue is with the customers roof" after the previous install crew not only found an existing problem with the "perfect" work but offered solutions and assurance that the work would be completed when the "part" came in.  Again I would just like to speak to someone in person who speaks English and can clear this up.  I would like to please be provided with a direct contact number and name so that we can resolve this. Thank you.

   

   

   

   

   

   

   

   

   

   

   

   

  
  
  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 10/13/2023

  
  Complaint: 20700115
  
  I am rejecting this response because: Again this is more of the same disconnect I have already experienced.  I am at a loss to understand how one install crew reports the work "done perfectly and that the issue is with the customers roof" after the previous install crew not only found an existing problem with the "perfect" work but offered solutions and assurance that the work would be completed when the "part" came in.  Again I would just like to speak to someone in person who speaks English and can clear this up.  I would like to please be provided with a direct contact number and name so that we can resolve this. Thank you.

   

   

   

   

   

   

   

   

   

   

   

   

  
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 11/07/2023

  ******, a *** Stevens supervisor connected with you yesterday.  Solution is an install manager will be at your home on 11/16.  Please let us know if any additional action is needed at this time.  Thank you

• Initial Complaint

  Date:08/28/2023

  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.

  *** stevens blocked my front door with a ladder and started to rain debris on my head when I tried to alert them my daughter and dogs were outside. I was told on the phone that I would not be billed. They billed me. I dont want a discount on a future service. I dont trust them to be safe at my home anymore. I was told by a supervisor, after 20 years of being a customer, that they are not required to wait for a homeowner to respond and are free to knock and work at will. This is dangerous practice.

  Business Response

  Date: 09/08/2023

  My crews knocks on the door as a courtesy. Since most of my customers are not home when work is provided, they do not wait for the knock to be answered. My team did the job the customer ordered in full and the complaint does not warrant a full refund for service rendered. We offered a very fair discount, up to splitting the bill 50/50. That is more than fair. For this customer to speak rudely to one of my managers and then submit this complaint is unwarranted. 

• Initial Complaint

  Date:08/16/2023

  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.

  I got an email from this company about their gutter services I contacted them in late Dec. 2022 to for more info. I got a quote on 12/30/22 after submitting my request for pricing and timing via email. They offered me q $35 discount if I booked a service now for a future date. I agreed and said sometime after the holidays I'd contact them to book. They required a credit card to give the credit so I gave them one (#****). I called them in early Jan. and told them friends did gutters so I'd need to move their ************** suggested ****. I agreed. I got distracted with home maintenance problems & for got to cancel. Meanwhile I found ********************* Washing in mid-April & hired them to do the job based on VG reviews and cost. They completed the work on 04/14/23 and did an excellent job. I received a text from their techician **** who told me his arrival time. He was on time and he and I looked at the gutters together so I could get a sense of what he'd do and to tell him to move all debris to the ***** behind my house. Meanwhile one of my most used credit cards was scam charged for $80 and the issuer said it would cancel the card and investigate the scam. I decided to also cancel my 2nd most used card #****. I forgot I'd given it to ******** to do the job or I would have contacted them to cancel the work targeted for **** & that #**** had been cancelled. I got an email from them on 7/20/23 saying payment for their "work" was due. I was surprised to hear from ******** that I owed them for their work done on 7/20 & called them to say there was no work to be done since I'd had another *** do the work and their was nothing left in the gutters. They had said that their person would text me their arrival time and let me know when they arrived. I was home most of the day and got no info from them. I didn't agree to have them do the work since it had been done already. I didn't pay their bill and said I was providing this info to the ** BBB.

  Business Response

  Date: 09/12/2023

  Your complaint clearly states that you forgot the cancel service. There is not way for my company to know you did not want the service anymore. We did nothing wrong. 

• Initial Complaint

  Date:06/10/2023

  Type:Sales and Advertising 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.

  I hired them once and cant get them to stop sending me emails, calls, texts, and letters soliciting that I hire them again. Please stop!!

  Business Response

  Date: 06/11/2023

  We have removed this former customer from all communications we will not mail email or call anymore. 

• Initial Complaint

  Date:01/11/2023

  Type:Product 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.

  I booked a gutter cleaning and extenders to be added to downspouts by contacting guttermaid , an entirely different company . At no point was I told that the work would be conducted by *****************************. Once gutter cleaning was completed no pictures of the inspection of the gutters was provided as guaranteed on the guttermaid website . In addition, the work carried out was incomplete . Extenders were never added to the down spouts . I feel defrauded by ***************************** since I contacted guttermaid not *** Stevens. *** Stevens is using the guttermaid name and not telling anyone that they are hiring a different company. I would like a complete refund .

  Business Response

  Date: 01/13/2023

  We explained to the customer that our ************************ felt it was in the best interest to not have the extenders installed around the home. This was explained to the customer and our team will be to their home on 1/14 to perform the requested work as they requested. We were simply trying to perform good honest work. 

  Customer Answer

  Date: 01/13/2023

  
  Complaint: 18726328
  
  I am rejecting this response because:
  I did not receive any of the inspection services promised on the guttermaid website. Honest work would have been exposing at very beginning when I contact the number for guttermaid was that *** Stevens acquired it. I requested the service thinking I would be getting service from guttermaid and their inspection services to include images of the inspection. In addition , I requested myself to have the extenders for downspouts due draining issues which I clearly explained during my first call. I got nothing that I requested and feel cheated . I just want a refund which what I deserve based everything that occurred. Your response was not helpful at all. You should not be using the guttermaid site as it confuses the public about where they are doing business.
  
  Regards,
  
  *****************

  Business Response

  Date: 01/17/2023

  My team returned to the customer's home today to do the work as requested. 

  Customer Answer

  Date: 01/21/2023

  
  Complaint: 18726328
  
  I am rejecting this response because:
  
  The job is once again incomplete. The extended downspout on the left side of the house was made too short, dumping the water in in a planter rather than the pathway, which dumps water towards the house. This problem was was verified by a professional.I mentioned this issue, its in the notes in my account , but was ignored. The downspout needs to be extended by a few inches to bridge the gap and ensure the water dumps in a pathway.Does it really require 6 crews to get the job right ? I should not have to call so many times , Id like a credit to be issued back to my card for all the hassle . It should not require so much effort from me to make sure I get what I asked and paid for . Yet you offer nothing to make it right for the continuous issues. I want my account closed and credit card removed . 
  
  
  
  *****************

  Business Response

  Date: 02/01/2023

  We have offered this customer multiple return visits in order to make them happy. On 1/30 one of my agents set up another free return visit. 

  Customer Answer

  Date: 02/02/2023

  
  Complaint: 18726328
  
  I am rejecting this response because:
  
  To date the return visits have still not corrected issues with work performed and lack there of. A downspout extension was cut too short on the left side of the house which dumps into a flower bed rather than the pathway to ensure water moves away from the house. An extension of a few more inches to bridge the gap is needed. The last crew that showed up and left not correcting the issue which I have told your company several times but there continues to be an issue with following very basic instructions and claiming work is complete when no work is performed. Water damage is an issue at the residence which is why the work needs to been done correctly, ensuring all water moves away from the house rather than towards the house. Youve been told about this issue .
  
  Regards,
  
  *****************

  Business Response

  Date: 02/02/2023

  We attempted to book an appointment for the customer to be home in order to show my crew exactly what he wanted. The customer told us he cannot meet the crew. We have sent multiple crews in order to make the customer happy. In good faith, we will refund the repair cost. 

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  Gutter cleaning on 11/2/22 downspouts were not cleaned and flushed out Paid ****** by cc want a full refund

  Business Response

  Date: 12/08/2022

  We fully guarantee all of our work.  Can you please provide us with the account number so we can look into what is going on here? The information did not pull up an account in our system. 

  Customer Answer

  Date: 12/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/02/2022

  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.

  ** scheduled with *** Stevens for **dnesday, November 30th. No one showed up, nor contacted us. ** called them and could not get through, so left messages, first asking if they were still going to show up, and next when no one showed up by dusk, asking to reschedule. ** stated that we could not schedule for the next day because we had two other services being performed, including emergency septic system. The next morning, we received a text stating that someone would be coming that day. Because the text says that you cannot respond by text, we called as instructed, waited on hold for a long time, and finally talked to a rep. ** stated that we could not accommodate another service. The rep assured us that they would arrive after 2 PM, when at least one of our other services would be complete and they would have left. ** were not happy with this solution but we accepted it.Instead, we received another text almost immediately saying they were on their way. This is around eight forty five. ** called again, waited on hold again, and I spoke to a rep who said she would "email" them and that if she could not get ahold of them, she would call me back.After receiving no call, a little while later I heard the sound of clomping on our roof. The gutter cleaners had come with no warning, and parked in the very beginning of the driveway so that no other cars or trucks could get in. I called again, waited on hold, and spoke to "******" who offered no apology and stated that I should go out and tell them to leave. For reasons of disability and age, neither I nor my mother could rush out and yell at people on the roof.During this time, the leaf removal people arrived and had to park illegally across the street. The plumber arrived but had to drive away as he could not park his heavy equipment. He called us, we told him what was going on, and he came back and told them to leave. On their way out they put a few heavy bags on the street instead of throwing them away.

  Business Response

  Date: 12/12/2022

  We called this customer back on the 3rd of December and let them know we were crediting this job back in full via VM. 

  Customer Answer

  Date: 12/12/2022

  
  Complaint: 18512329
  
  I am rejecting this response because: They did not even acknowledge let alone apologize for all their wrongdoing. "Crediting" us for the "job" is not the magnanimous gesture they seem to think it is. They failed to bother showing the day they were actually scheduled. We told them explicitly NOT to come the next day, repeatedly and to multiple reps. they were kicked out rightfully before completing the job, and they left random trash in the middle of the street.  It does not sound like they are going to learn anything from this or do better in the future.
  
  
  Regards,
  
  *************************