ComplaintsforMcLendon Home Services
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Complaint Details
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Initial Complaint
09/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our gutter had detached from the back *****, leaving a gap. Looking for help to reattach it, in November of 2022 we went to McLendon Hardware, our trusted source of advice for many years.There, we were provided a card with information about McLendon Home Services, which asked $1,000.00 for a quote, money that would be applicable toward the job if we accepted the bid, and we agreed. Their estimator, *****, came to our home and was courteous and professional. We showed him the gap between roof and gutter, he inspected all the gutters, and promised us a bid. After repeated calls and messages, it was finally e-mailed July 1, 2023 (see McLendon Quote E-mail, attached).The estimate (see McLendon Home Services Bid.pdf, attached), lacked detail, with only two line items. Both were to remove and haul the existing gutter, with the replacements cost and specifications, the one for 108 feet of gutter, the other for 50 feet. Requests for further details were only answered by sending us another copy of the bid. McLendon telephoned us in early June to pay half of the bids total price. Accordingly, we paid $600.00 July 7, 2023 (see McLendon Hardware Receipt.pdf). Monday, July 24, 2023 a phone call advised a job date of the 26th, and by that afternoon the house had all new gutters. But the workers were apologetic, because even with new gutters, the gap still existed (see Comparison of Gutters Before and After McLendons Home Services 092423pptx.pdf, attached). They explained that some rafter ends were misaligned, leaving them unable to eliminate the gap, When we told **************** of McLendon Home Services that the object of the job had not been accomplished we were essentially told that the bid had been completed as specified.Now we are supposed to pay $722.08 to complete the $1,3022.08 for a job that has not solved our problem.************************* ********************************************Business response
10/24/2023
On July 7th, 2023, customer placed a 50% deposit to commence a purchase and installation of seamless gutters with removal of existing which were clearly outlined on the quote that has been provided. There was no other service quoted because we do not perform other services (ex.Roof flashing). The information regarding the incapability of doing the extra work was relayed to the customer on July 5th, before the deposit was taken. There was additional confusion about an obligation of $1,000.00 whether purchased or not; that is never the case with our company,the $1,000.00 was a reference to our gutter job minimum, which this order exceeded. Had the customer wished to cancel any time before installation there would have been no cost, 100% of the deposit would have been refunded.
We are sorry that the installed solution we provided does not suffice for the customer, evidently they would like additional flashing materials and/or roof cleaning, work that we do not have the capability to provide. Our technicians serviced the gaps in the ***** using caulking, free of charge, despite being clear about not repairing them ahead of time. However, given the lack of satisfaction and clearly expecting a different outcome, we would like to offer an additional 20% reduction in the purchase price along with our sincere apologies.Customer response
10/24/2023
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.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.