Complaints

This profile includes complaints for All American Gutter Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  All American Gutter Protection

  800 N Main St North Canton, OH 44720-2011

  
• 

  All American Gutter Protection

  47011 Five Mile Rd Plymouth, MI 48170

  
• 

  All American Gutter Protection, LLC

  19109 W Catawba Ave Ste 200 Cornelius, NC 28031

  
• 

  All American Gutter Protection

  725 Cool Springs Franklin, TN 37067

  
• 

  All American Gutter Protection, LLC

  5000 Centre Green Way Ste 500 Cary, NC 27513

  

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:08/17/2023

  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 April 7, 2023, I paid All American Gutter Protection $4925.00 to install gutter guards on my entire home (contract number *** ****). They left one section of gutter (about 6 feet long) undone because of a bird's nest in the gutter and told me that they would be back the following week to finish up. They have never returned. Also, there are three sections of the installed gutter guards that are clogged. I'd like them to finish the job and take a look at the three problem sections. I have spoken with ***** at their help desk six times, and she has always said that she'll contact their service manager to finish the job, but no one has ever arrived.

  

  Business Response

  Date: 08/17/2023

  We apologize the for delay.  We are currently transitioning to a new project manager for this office and we will be contacting you to take care of your service.  All of our customers are very important to us and we appreciate your patience while making this transition as it will help provide better service to our CIN customers. We had customer service provide communication to all customers to let them know we will be in contact. The new manager will be contacting you very soon.  
  

  Thank you, 

  AAGP Customer Service 

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  
  
  All American Gutter Protection. Not sure where we are with this complaint, but ****, the All American service manager called me two weeks ago and listened to my issues. He said he would follow up in a week, but I have not heard from them.
  
  
  ***** *******

  

  Business Response

  Date: 09/18/2023

  AAGP left the open 6' section per the homeowner request as they wanted to wait for the birds to leave instead of us removing.  AAGP will schedule a day and time to install the remaining 6' section with the h/o with another job in the area.  We will be reaching out to the homeowner to do so. 

  Thank you, 

  AAGP Customer Service

• 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.

  Paid All American Gutter Protection $5,500 in late May 2023 for installation of all new gutter guards on existing 2-story home gutters. The sales person went over the scope of work several times before I signed the contract, and reiterated frequently that the company would thoroughly clean all gutters, then make sure gutters were properly angled for water flow, that additional support would be installed to handle the added weight of the guards, and that all gutters would have guards installed and secured.
  
  In early July of 2023, about one month post-install, we had a couple of days of rain storms. At least one of the gutter guards came completely off and ended up wedged up against a bathroom vent stack on the second story roof. We also noticed during the rain that the downspout on the corner of the back patio by the french doors was still very clogged with leaf debris, and was overflowing with water squirting out of the elbow joint. After closer inspection to all gutters on the home, there appear to be several areas where the first row of shingles were bent upwards to install the guards or their supports, and then never tacked back down, so there are several sports where the shingles along the gutters now curl upwards, presenting a risk for water damage.
  
  I began calling the company July 10th. It is now August 16th and they have returned exactly ONE of the dozen or more calls I have made to them. Their customer service people repeatedly tell me "someone will call" and they never do. Their supposed head of installation assured me two weeks ago that they would reach out to schedule a repair. Hasn't happened. I want an install team out to my home to replace the piece that came off, check all other guards to make sure they are attached properly, check all shingles and clean out the downspout. This is all work I have already paid for. Communication from this company is terrible, and they do not appear to stand behind their work.

  

  Business Response

  Date: 08/21/2023

  Mr. *****, 

  We apologize for the delay as we are currently training a new manager in the CIN office.  With move was made to ensure all of our CIN customers would get a better response time and get their gutter needs met.  With this change we have reached out to all customers from our customer service department and let all customers know that there will be a short delay in services but will be getting to each and every one of them as we take pride in our communication and customer service.  We have communicated this to you on multiple occasions and we do appreciate your patience during this transition.  The new Install Manager will be reaching out to you soon to give an update on your gutter service.  

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This is still not a solution, only more excuses.  The business response claims that they "have never refused to do the work" required to finish the installation, and they're correct,  as technically it's not possible to refuse to do work when they simply don't respond to requests at all.  In the past 30+ days I received exactly ONE phone call form the company, from a brand new install manager who was no longer with the company two weeks after said phone call.  They say I am "on a list" and they will "get to me as soon as possible in the order requests are received"...it has been 90 DAYS, how many installs has this company messed up that it is taking them more than 3 months to process all the requests to come out and finish what they were already paid to do?  Are they prioritizing new business over repairing/finishing work they have already done?  They claim they are having employment issues in the Cincinnati office.  Fine, then send crews from Columbus and Cleveland and wherever else to take care of customers who already PAID for work that wasn't done properly or finished.  

  I have informed VP of sales Mike ******* by voicemail on 10/4/2023 that I have retained legal representation in this matter.  On advice of my attorney I have asked that AAGP communicate to me by end of business on 10/11/2023 a date between now and 10/31/2023 that they will have someone out to finish/repair the installation they have already been paid for.   Bottom line, this company did not complete the job they were contracted to do and paid to do, and now they want me to "be patient" for months with no communication or idea of exactly when they will actually finish the job, if ever.  NOT ACCEPTABLE. 

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

  

  Business Response

  Date: 11/06/2023

  AAGP will be be scheduling Mr. ***** service today and getting him on our schedule.  This service should be completed no later than this week and once again we apologize for the delay as we are transitioning managers and getting through our service list.  

   

  Have a great day and we look forward to getting this resolved for you. 

   

  AAGP Customer Service

• Initial Complaint

  Date:08/15/2023

  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 signed a contract on 9/6/22 for new gutters for $3,250. Drainage issues and leakage became apparent in the next months and on 7/13/23 another gutter service, ******** Gutters, here in ************* ** determined the installment was of poor quality and following were missing: drip edge extenders, along with missing outlet from upper to lower gutters causing roof leaks into shingles and drywall below. Also, downspouts were installed with wrong-facing elbows causing pooling and sitting water around our house. ******** Gutters looked at my contract and advised I was under warranty with **** and advised to call **** to correct. For months I've called **** and spoken to admin ****** I also spoke to Customer Service VP '******* *******' - ***** would not give me his last name. **** asked for pictures - I have no ladder but asked if someone can come look, said he can't help without pics. ***** the local service manager came out and took notes - said **** VP of customer service makes the final decision. For 6 weeks I've called ***** for updates and she says each time "I just put the proposal on ****'s desk and you should have an email soon". No email, same spiel each time I call once a week for 4 weeks. My warranty ends 9/6/23 and still no proposal or solution.

  

  Business Response

  Date: 08/16/2023

  Mrs. ***** was never told that we could not help her without pictures... we advised her that we were able to help her better if she had pictures even if they were taken from the ground or from the person that was up on the roof claiming there were issues.  We are putting together a quote for Mrs. ***** as this was not an install issue but a lack of drip edge located on the home. We will have the quote sent to her by the end of this week.  If she approves the install manager will call to give her an install date.  We apologize for the delay but just want to reiterate this is a paid service as the issue we found was the lack of drip edge which is actually a roof issue.  

  Thank you. 

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  VP of customer service **** focused for several minutes on my lack of pictures, I explained it's only me in the house and I did not have a ladder therefore I disagree with his statement on this matter. **** had a local service manager who could have come out earlier to view the issues but his help was not initially offered until I called back several times for assistance. Drip edges are vital to effective gutter systems when gutter companies install them - my gutters from this company leak between the roof and the gutters. I hired a professional gutter company to help with water flow and drainage and expect them to at least point this out and/or offer to add them. All American Gutter did not offer a solution but instead simply attached gutters to my house. Also not addressed are the incorrectly installed downspouts and elbows directing water back towards the house. One gutter that is above another in front of my house is also missing an essential drilled hole to help with water flow - which for now is flowing backwards under my shingles. I am under warranty but am now offered 'an estimate' so I can pay more for some of problems that a professional roofing company should have addressed initially. The numerous calls and the lack of attention or sense of urgency to the matter via phone conversations was also frustrating.  
  
  Regards,
  **** ******

  

  Business Response

  Date: 09/18/2023

  Mrs. ******* 

  AAGP came out and completed the scope of work that was on your contract in full.  We gave you a quote for the additional work due to the need of drip edge extension in multiple areas, extra downspout extensions you requested after install and the capping of the gutter and adding a downspout to the lower gutter.  We can and will gladly complete this for you once you accept the service quote.  Once again AAGP completed all work on the contract but additional work was needed, hence the new quote to complete the work.  

   

  Thank you, 

  AAGP Customer Service

• Initial Complaint

  Date:08/11/2023

  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 had new gutter guards installed by All-American Gutter Protection in March, 2023. They have a 100% lifetime warranty that the gutter will not clog. There is now a section, when it rains, the water runs over the gutter guards into my driveway. I called the company several times and I am being told that there is a $260 trip fee plus a service fee of $50 per man per hour for two men. I told them that there is a 100% warranty that this will not happen but they refuse to honor their warranty. I even sent a text the the Operations Manager in NC, ******* ******** ************* who sold us the product, and all he says is call customer service.
  
  All I want is for the company to honor their warranty, come to my house and resolve the problem at no charge.

  

  Business Response

  Date: 08/21/2023

  AAGP warranty states that no debris will permanently stick to the protection and guarantees your gutters to never have debris inside them again.  We absolutely honor our lifetime protection warranty but we do not warrant against Mother Nature.  The debris will eventually dry up, break up and blow off on its own.  If a customer would like them off right away AAGP can do so for a fee.  As I’m looking into your file you had a service work order put in but we had the disclaimer stating if it was just a debris issue you would be charged the fee.  The service was refused so we took it off the calendar.  AAGP cannot attempt to fix an issue if the customer does not allow us due to the chances it may not be an install issue but a debris issue.  We would love to put your service back on with the understanding of the disclaimer.  
  

  Thank you, 

  VP of Customer Service

  All American Gutter Protection

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  AAGP states is their response that "AAGP warranty states that no debris will permanently stick to the protection and guarantees your gutters to never have debris inside them again.  We absolutely honor our lifetime protection warranty.."

  I climbed on a latter to see the problem and debris, such as roof grit, has permanently attached itself to the gutter guards and I was unable to remove it.  They clearly state that no debris will stick to the protection and that is not the case.  I am asking for AAGP to replace the section that is clogged at no charge to me as they should honor their guarantee.

  Sincerely,

   

  ****** ********
  
  

   

   

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

  

  Business Response

  Date: 09/18/2023

  Mr. ********, 

  AAGP put in a service work order to come out and take a look at your protection to see what the issue was.  In this we notated that if it was a debris issue there would be a service fee along with a trip charge.  The roof grit can be cleaned off the protection along with any debris as nothing will permanently stick to our protection.  Let us know if you would like to proceed and we will gladly schedule the service.  

  Thank you, 

  AAGP Customer Service

• Initial Complaint

  Date:08/07/2023

  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.

  Water goes over gutters. Sales representative David ****** told me no maintenance needed. Less than year, service Manager Roger said I need to clean screens from pollen. He came out and told me there is a tool attachment for a blower he would get me. Never got tool and if I have to clean screens each year, why have them. They advertise and I was told no maintenance. If I have to clean screens I could of just cleaned gutters and saved $6000. Roger cleaned screens and still Water doesn't go in gutter as pictures show. I need these screens removed and my money back asap, before water damages my house.

  

  Business Response

  Date: 08/17/2023

  The CIN install manager spoke to Mr. ********** today and we will visiting his home Monday 8/21/23 to review the issues and come up with a game plan to fix the issue.  We apologize for the delay as we are currently transitioning to a new manager for the branch and will stay on top of this until Mr. ********** is happy with his purchase and the service that he has received.  
  

  Thank you, 

  AAGP Customer Service 

• Initial Complaint

  Date:07/28/2023

  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.

  Contract Date: Apr 8, 2023, Job Number *** ****, Work Performed Apr 14, 2023. We met a All American Gutter Protection(AAGP) Salesman at the Citrus County, Florida Fair in March 2023. After explaining that our gutters were installed flat, had no covers, & collected a lot of leaves & debris, he said they would re-pitch the gutters to 10 degrees & install their gutters screen covers. The Salesman who came to our home told us the same thing, that the gutters would be re-pitched to 10 degrees with the gutter covers to help shed leaves & debris. The contracted price for the job was $3374.00. After some rain days, I got the ladder out & checked to see how the gutter covers performed & found a lot of leaves & debris collecting on the screen covers close to the roofing shingles & observed the gutters appeared to the eye to be level & not pitched slightly away from the roofing shingles. I got a small level & placed it on top of the gutter covers & found that not only were the gutters not pitched 10 degrees away from the house, but were pitched a full bubble toward the house that would explain why the leaves & debris did no shed but collected next to the shingles. At that point I started calling the Customer Service AAGP Tampa, FL office at 2:45 PM June 14, 2023 left messages for a Jeff . Several days went by with no call back, so tried again, no return call from Jeff. Tried several times but no one returned my calls. Then noticed the Parent Company located in Ohio & got in contact with Mike ****** ** ***** ********. I pointed out to Mike the Contract stated they were supposed the "re-pitch gutters (where necessary)" & that had not been done. Mike stated they were supposed to re-pitch at 5 to 7 degrees. The Tampa Office would not respond to my calls, complaints, & now Mike ****** quit responding to my Texts, plus I asked him to call last week & he did not call. Attached a photo of the original contract, closeup of 1st paragraph showing "re-pitch gutters (where necessary)"

  

  Business Response

  Date: 08/16/2023

  There is some misunderstanding with what was explained to Mr. ****... absolutely we pitch the gutters towards the downspouts to allow proper water flow if it is needed.  We do not pitch the gutters away from the home as it would cause a gap at the top of the gutter.  The gutter protection is to have a pitch on it but not much as we want water to flow into the gutter and not just over flow it.  Mr. **** has some debris issues but as the debris breaks down it will blow off the protection... or we can send a crew out to clean the protection for a fee.  I will have the Install manager send someone out to determine if the product was installed properly... if we find it was a good install there would be a trip charge. Once again the gutters are not to be pitched away from the home... just the gutter protection.  The install manager will be contacting Mr. **** to schedule.  From what we can see from the pictures provided... this seems like a good install with debris coming off of the roof and will eventually blow off.  

  

  Business Response

  Date: 11/06/2023

  AAGP has a signed, completed service work order from Mr. **** along with pictures of the work that was done.  We were unaware that there was more needed.  Customer Service will reach out today to get the info needed and set up another service ticket for the Install Manager to schedule with Mr. ****.  In the future if there are any issues not resolved we advise Mr. **** to bring it up to the Install Manager so we can get it handled on site or please call into customer service so we can handle right away.  AAGP Customer Service1(888)737-0380

   

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Inverness, FL has had a drought for over a month, less than 2 inches in Early October & Zero so far in November. I feel positive about the Repairs completed by AAGP Colin ******, however with the lack of rain I'm unable to observe the effectiveness of those repairs. I do not think it unresaonable to wait a little longer to see if those repairs equal the 'Leaf & Debris Shedding' I was promised. I haven't forgotten the issue, I'm hoping for rain, will be glad to be rid of this issue & will respond as soon as I see positive results.
  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:07/18/2023

  Type:Customer Service 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.

  I Purchased All American Gutter Protection 6/8/2022. In May of 2023 I noticed my gutter overflowing and washing out my foundation. I called the company and asked if they could come out and check it, based on my warranty? I was told the warranty did not include "cleaning off" the gutter guard, only "inside the gutter". the rep was assuming that something was covering the gutter guard? This would cost me $120 for them to come out. I feel based on their advertising, and my sales person, there would be no problem with the guards remaining clean. (Lifetime Performance Guarantee),(End Gutter Cleaning Forever) Now I find I can be stuck with annual gutter cleaning, no different than paying for an annual gutter cleaning. I am no longer able to do this myself. I feel they should come out and resolve the problem as I was told when I bought the system, at their expense.

  

  Business Response

  Date: 07/28/2023

  Mr. ****** called in letting us know he had some debris build up on his gutter protection.  We let him know we could take care of the issue for a fee as we do not warrant against blockage per the warranty.  Nothing will permanently adhere to the protection as it is designed to allow debris to fall off the front.  If there is wet debris or alot built up we send the customer a quote for removal and inform them that if it is found to be an installation issue the fee is waived and the service is completed at no cost as it was an installation issue.  We sent Mr. ****** the quote for approval as this is our protocol.   I have attached the warranty to show the above statement is correct. 

  Thank you, 

  All American Gutter Protection Customer Service

  

  Business Response

  Date: 08/21/2023

  We are willing to set up a service work order to check the gutters for Mr. ******... If there are any install issues they can absolutely be addressed.  If we find it is a debris issue on top of the gutter protection we can remove it for the cost of the quote we sent Mr. ******.  All debris will eventually fall off the protection once it breaks up with a strong wind or rain.   

  Customer Answer

  Date: 08/23/2023

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I have hired another party  to clean off my new  "All American Gutter Screens", which should stop the overflow problem.

  
  

  Regards,

  
  

  Dan ****** 

• Initial Complaint

  Date:05/19/2023

  Type:Order 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 11-02-21 we signed a contract to have gutter guards put on gutters for house and garage. On 11-08-21 installation was done and we assumed guards were installed properly. The installer did not tell us that part of the gutters on front of house were not covered. We gave him our check ***** in the amount of $4915.20.
  
  We had the guards installed because we couldn't climb ladders to clean gutters; certainly didn't get on ladder to check if installation was complete. In August 2022, myself and my wife had covid and in September I was hospitalized as I had lost all use of my legs. I was in physical therapy for months. Obviously, I couldn't check gutters even when residue was building up on the guards. In late March of this year, friends from Missouri came to visit. There was residue still on gutter guards that wasn't washing off. One of the friends got on the roof to blow it off, and found a whole section of front gutters had no guards installed. He had to clean that section of gutter, including a clogged downspout.
  
  My wife called All American while the friend was still here in case they needed information from him. We were told someone would contact us. Michael ** ******* called, said he would investigate and get back to us. He later called and told us they had installed the correct number of feet shown on the contract, so if we wanted to put guards on the remaining gutters we would have to pay for them. My wife told him we signed a contract for guards on our house and garage. There was no mention of "partial" coverage. We didn't measure ourselves to check behind his representative and that his representative made the mistake, not us. My wife told him we expected him to put guards on at no further cost to us. He continued to argue with her and told her he was the manager and made the final decision. She finally hung up. We have not heard anything further. To us, this seems a clear case of a company who tries to take advantage of seniors.

  

  Business Response

  Date: 06/05/2023

  Mrs. ********** called AAGP customer service stating she was missing a section of gutter protection on the front right of her home,  AAGP informed her we would look into the matter. We found they were sold 192' of 6" gutter protection on their home and garage on 11/2/2021 and was installed on 11/8/2021. I have attached the contract, the measurements of the drawing, the image of the home from google that we used to double check all footage and the signed completion certificate by the customer stating they were happy with the install.  After these findings AAGP called Mrs. ********** to inform her that everything they paid for was in fact installed but we would gladly install the remaining footage on the front right of the home at cost and could get a quote to them that same day which she refused.  We then reminded her they in fact did not pay for an entire home install just what was on the contract and drawing.  AAGP does multiple partial home installs throughout our branches due to the multiple factors.  We tried to come to a reasonable outcome with the customer and install the remaining footage at cost and made multiple attempts to try to explain to the customer that everything was installed of what Mr. and Mrs. ********** paid for.  They did not want a quote and were told by the VP of Customer Service that this is where AAGP stands on the matter.  Since Mr. and Mrs. ********** have decided to escalate the issue after the offer we made them... AAGP is rescinding the at cost offer.  If Mr. and Mrs. ********** decide they would like the additional protection installed it will be our regular price.  We do not take advantage or discriminate against any of our customers... in fact we go above and beyond to come up with a reasonable outcome for our customers and try our best to resolve every issue.  

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  ***** ********* **********

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:
  
  
  
  I reject the business response from All American Gutter Protection LLC,
  
  As I originally stated, our conversation with the representative who came to our house to give us an estimate was to put gutter guards on our house and garage.  There was no discussion about doing a "partial" job.  The rep did the measurements himself, we did not provide them.  He assured us the price quoted would take care of our house and garage.  We did not measure behind him, as we were buying for the house and garage, regardless of the feet of guard needed.  When the installer came to the house, he told us the job was done and we paid with a check for $4915.20.  He did not tell us that part of the gutters were not covered.  
  
  We only found out about the missing guards when a friend got on the roof to blow tree residue off gutters.  (Please note that the guards were not even working the way we were told they would.) 
  
  We remain steadfast in our belief that the company did not complete the job of putting guards on our house and garage gutters.  We expect them to install the guards on gutters not currently covered.
  
  Please let me know if you need any further information or details from us.
  
  
  
  Regards,
  
  
  
  ***** ********* **********

  

  Business Response

  Date: 06/23/2023

  All American Gutter Protection is willing to install the remaining gutter protection at cost.  This will cover the cost of materials and labor only.  We have added up the footage and the amount paid by the homeowner and it shows on the drawing what was sold and what *** ********** was charged.  We do multiple homes that are partial installs and the sales rep walks through everything with the customer before leaving the home.  Please let us know if you would like us to proceed with a quote.  
  

  Thank you, 

  VP of Customer Service

  All American Gutter Protection

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  ***** ********* **********

• Initial Complaint

  Date:05/11/2023

  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.

  At the end of December 2022 All American Gutter protection( the branch out of Allentown PA) installed new gutters and downspouts on my house and detached garage, the amount i paid for the job was just over 6,000 dollars, the job was done over two days, when i came to inspect the work two sections of gutter and downspout were not installed and not in the proper location as the blue print has stated, the installer came out to fix the issue, i came back to inspect again and only one of the issues was fixed, called back again to have installer come fix this issue, finally all the work that been promised was installed, again after inspecting and after a good rain, i had noticed a leak from a section gutter,(leak is fixed) i had also noticed(what i believe) some poor install quality on the down spouts,(during this time the manager of the branch was having heath issues and i had to contact All American gutter protection head quarters, where it took almost a month( via email) to get a response to talk to someone) after talking to someone at head quarters, the installer came back out where i meet with them to look over the quality of the install and fix the leak, the installer told me that the down spouts come from factory that way and offered to paint over scratches (i declined because i feel you should not have to paint over new pieces), currently i am in contact with installer about a section of gutter that come off of my detached garage, recently doing yard work i have found pieces of metal and screws all around my house, i believe what i paid for this job does not equal the product i received or customer service, even if every piece of gutter was replaced again, i should have never had to go through this much trouble or product install or defects, i will never be happy with this company or the gutters they installed, just fixing issues will not be enough at this point

  

  Business Response

  Date: 05/21/2023

  We have a completed service work order for Mr. **** in February of 2023 but have not received a call into customer service for any other repairs needing to be made.  I have attached the service work order and the completed paperwork stating that we have swapped out the downspouts and took care of the issues that here stated in this complaint by Mr. ****.  AAGP will be calling the customer to gather info on any issues he may be having with his gutters as they are under a 1 year workmanship warranty.  If Mr. **** has any other issues in the future he can call our customer service line  ************** Monday-Friday 8am to 5 pm.  If we do not answer please leave name, number and the reason calling and we will get back in touch within 24 business hours.  We take pride in our customer service and want to make sure all our customers are issues are handled. We also apologize for any debris left behind by the installer as we train all installers to leave the property clean of any debris.  

  

  Business Response

  Date: 09/18/2023

  AAGP was out to complete the service requested by Mr. **** and has a signed completion certificate from the homeowner.  We ask that you please close this matter as we have closed it on our end.  

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below

  i am rejecting aagp response for this service, it took almost 9 months for aagp to fix/ repair but install down spouts the way they should have been from the beginning, this terrible service and lack of care by aagp is why i am rejecting this responce, aagp has not done anything for me for my wasted time and frustration when all this was aagp fault from the beginning.

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

• Initial Complaint

  Date:04/12/2023

  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.

  They mislead you when they are selling u the product by making u believe that is a lifetime warranty for everything and is not. Shame on them for deceiving a Senior and a ******** *******. After two years the actual gutters that are supposed to be aluminum, is leaking from the bottom corner of it and they can not explain that, but they say that the warranty of the gutter itself, was only for one year and the area supervisor said that he only send someone to fix it the first time as a courtesy, but it did not work and if they do it again I have to pay. I am not paying for anything, specially when I was told, that the warranty was for everything, by the salesman. I think that front gutter need to be replace not patch.

  

  Business Response

  Date: 04/22/2023

  We have decided to go ahead and replace the one gutter run on Mr. ********* home that has the holes. This is a non-warranty issue as it has been past the one-year mark and holes don’t just appear in our gutters unless they are made as aluminum does not rust. We have been out to Mr. ********* home as a courtesy to try to seal the leak for him. We were out there to take down his gutters and put them back on after a roof install and we have taken care of any need that he asked. We let Mr. ********* know that we can come back out and either replace the gutter , or try to seal it up again, but there would be a fee since it is out of warranty and this was not our issue. The holes were created in the gutter by something and they were not created by AAGP.  We will go ahead and replace the one Gutter run that has the hole as a thank you for Mr. ********* service even though this is a non-warranty issue, and we tried to fix the problem for Mr. ********* he just was unwilling to pay for it.  We will be contacting Mr. ********* to see when a good time is to reinstall the one got a run with the hole.  It states on our warranty that our gutter protection has a lifetime warranty regarding any manufacturer defects.  Mr. ********* has a copy of this information also.  

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Not resolved yet, with the excuse they are training a new are Manager and it has been 2-3 weeks since **** call me to tell me the resolution, but company still not admiting that salesman told me there was a Lifetime Warranty  for the Gutters and not only the screen for the leave protection. They say the wholes are not their fault, but I paid for a second installation  when the install my roof and gutters were sitting on the ground for a while while they decided to re installed them. Possibly the sitting on the ground did not help or bad insta the second time around, but it was not free, because I had it to pay again. They claim gutters were good material, but why the left one ended with holes? Maybe water was sitting on the corner side because of bad installation. They do not want to admit to it and that bother me, because I am not a lier. CUSTOMER SERVICE SHOULD BE # ONE PRIORITY, REGARDLESS  OF WHAT THEY THINK. Even the last person that came here to try to fix it, he said they did a poor job of installation and he work for them. Aparently honesty and Integrity  is not their Motto and they do not care if you come back to them or not and I was planning  to give more work to them, but they cut their legs off.
  
  ******* *** ********* ******** ******* **** ******* ********

  

  Business Response

  Date: 05/16/2023

  *** ********** 

  In response to your rejection for our solution to the 17' gutter that has the hole we would like to offer you 1 more chance for us to install a new 17' run for you.  We notified you on the day we replied to the BBB complaint that we would replace that specific run at no cost as a thank you for your service.  You agreed when we mentioned that this would be scheduled with another job in the area since we were doing it as a courtesy.  We have taken your calls and kept in communication with you about this matter.  Last we spoke was on 5/12/23 and we let you know the install manager would be contacting you to schedule and you were still in agreement with the solution.  There is nothing on your contract that states that we offer a lifetime warranty for our gutters and we have gone over that with you as we have never offered that to any customer.  Yes we did come out to remove and re-install your gutters for the new roof you had installed... as you can understand this is a chargeable service as we have to cover the cost of the installation crew to do so as you chose to get a new roof after the gutters and we are not liable for that.  After the gutters were re-installed there was no holes or issues with your gutters for some time.  In no way shape or form has anyone accused you of being a liar and we have tried to help by going above and beyond even when we were not at fault.  We take pride in our customer service with all of our new and previous customers... this is why we offered to re-install the 17' gutter that you have rejected.  This is our final offer and we hope we can resolve this with you being a very happy customer.  I also want to point out that you do have a lifetime warranty on the gutter protection you purchased if any manufacturer defects should arise.  Please let us know if you would like to schedule the service or close the matter.  

  Thank you, 

  All America Gutter Protection VP of Customer Service

  Customer Answer

  Date: 06/08/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution would be satisfactory to me. 

  Yes, please proceed. 

  
  

  Regards,

  
  

  ****** ********* *******

  Customer Answer

  Date: 06/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* Yes, please proceed. 
  
  
  
  Regards,
  
  
  
  ****** ********* *******

  At no point in time I reject the solution, but did point out what the salesman did by mentioning lifetime warranty on the gutters and not pointing out it was just the screen. Either way, I did not rejected anything, but after so much aggravation for the situation and sending someone to just paste the holes and did not work, I as a Manager would it offer something better, if u want to preserved the customer for future orders, since at one point, I was going to do that. As a Disabled Veteran and a Senior, I did not like when salesman say what ever to make a sale, regardless of what the warranty paper says, because we trusted his speech. Is like buying a car, that they say anything for their commission. That is why when I sold cars, I stop doing it, because I do not like to lie to customers or anyone, just to make a sale. Oh well, what is done is done, but Seniors and Disabled Veterans deserve better, otherwise I feel betrayed and that I waisted my life defending the Constitution and the Freedom for some people that do not deserved it. Either way, you lost my trust, so if you want me to start regaining my trust, start by your "Courtesy" Resolution to replaced it and continue with the Lifetime Warranty of the screen and the year on that particular gutter you told BBB you will replace, but do not expect me to kiss your ass to do it or for me to sign any papers that I wouldn't give you any more bad reviews, which violates my 1st amendment rights. Reviews and tips on the Restaurants are earned, not given. So work on regaining my trust. Thank you!
  
  ******* *** ********** ************ ******* ****** *************** ******************* ********

  

  Business Response

  Date: 06/20/2023

  *** ********* and I had a phone conversation last week.  I informed him that we can still replace the 17’ gutter run but since he has filed BBB complaints and bad reviews we will only do so once he signs a release stating he will stop filling complaints and posting bad reviews on this issue.  *** ********* stated he will not do so so therefore no service will be completed.  

  
  

  This was never an AAGP issue or warranty issue.  We offered the free service after explaining to the customer multiple times gutters do not have a lifetime warranty only his gutter protection.  The damage that was done to his gutters was never caused by AAGP.  We offered the free service as a courtesy to *** ********* being a wounded veteran as he stated in his BBB complaint.  The free service will no longer be offered without a signed release from *** *********.  

  
  

  *** ********* has stated he will continue to file complaints and reviews.  What can you do to help on our end as we have offered a very generous solution and it has gotten quite frankly… out of hand.  
  
  

  Thank you, 

  
  

  ******* ** ******

  VP of Customer Service

  All American Gutter Protection