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Complaint Details
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Initial Complaint
03/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mr. *** It installed all new gutters and gutters on my home in 12/112019 and completed 1/28/2000. The problem was noticed when I had seen over time,( over approximately a year) the problem of erosion that I have on the front of my home. So I went out on my porch one evening when it was raining and rain water was pouring off the A frame corner from the gutter. In the morning I was what I saw as a gap at the end of the gutter helmet that maybe allowing the rain water to miss the helmet. I called Mr. *** It Gutter Helmet **** and told them about the issue of the rain water missing the helmet. the sales person ****** came out and quoted me a $1200. to fix the problem, I did not have the funds at that time. I had just paid them $8264. $4200. of which I paid as the deposit to start the Ordering process in 5/24/19 as their records states. I accepted the $1200. fix and on the day of install , I rejected the gutters because of the downspouts that would increase the erosion problem. After that the install tech called a field manager and he discovered a problem. One side of the gutter was further up than the other side, I believe this was the problem from the original install day. Since then they installed a diverter, (which put more holes in the newly installed roof.) I called them for warranty service because the diverter was not working well in March 6 and called them every other day since, I've started to document the times I called , then finally they scheduled a time, (23rd of March) On that day they didn't show stating that the same salesman ******, was not coming out because he had previously quoted a price that was rejected because of the down-spouted. The manager on the customer service, **** or ***** said to me that they have pictures and the warranty states that it is void if other persons do work on the Gutter Helmet other that gutter helmet technicians. I feel they want me to pay for problem that their installation tech created.Business response
04/03/2023
Thank you for sharing your concerns with our team so that we can properly address all of your concerns. We called and left a voicemail and also sent an email to you on Friday, 3/31/23. Would you allow us to come out to your residence to meet with you and look at the areas of concern to properly address everything with you? We would like to send both our VP of Operations and Installations and Gutter Helmet Manager.
If you are receptive to allowing us to come out and meet with you; do you have any availability this upcoming week for us to do so? If so which days are best for your schedule?
We look forward to speaking with you, meeting you, and getting this issue resolved for you.Customer response
04/03/2023
Better Business Bureau:
I have reviewed the offer and/or 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 would like to schedule that appointment to come to my resident at *************************************************************** and meet me over my issues on the alignment of the the installation of Gutter Helments from the installation date of 1/28/20
Regards,
*************************Business response
04/11/2023
We have been trying to reach you by phone and email to schedule the site visit. We will continue to try to connect with you so that we can get this resolved. Thank you.
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Contact Information
10189 Maple Leaf Ct
Ashland, VA 23005-8136
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Get a QuoteCustomer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.