American Gutter Guard Co.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The company's response does not actually indicate a solution other than assigning an individual to look into solving the problem.  We have heard this from the company several times over the past year in relation to this problem.  Is the company planning to replace the end caps with an improved product that will not peel or do they intend to paint the existing end caps?  If they intend to paint the end caps, what guarantees will they provide that they will resolve this problem in a timelier manner if the new paint peels?  If they intend to replace the end caps, they can show a sign of intent to fix the problem by shipping the end caps to me now in advance of replacing them in warmer weather.  Additionally, the company could provide a date now of when the repair can be expected to be performed in the warmer season.  Any of the above would be a response indicating the company actually plans to resolve this complaint.  Their response to date has been to continuously kick this problem to another person in the company and the issue has still yet to be addressed.
Regards,
[redacted]

As I am to understand, [redacted] has been in touch with the customer several times and the installation is scheduled for next week. I am unsure about the exact time but I can check with our production department to see when it is firm.  I was completely unaware of this situation. This is the first...

time this has come to my attention and I apologize for the lack of communication.  Thank you.  If you have any other questions, please feel free to call me at [redacted]

Review: I had seamless gutters installed mid December 2013. The gutters came with a limited lifetime warranty. In late Januaryy 2014 I noticed a leak at one of the seams. On February 18th I spoke to the owners [redacted] & explained the problem I was having he said he would put me on the list & have the repairs done. I called back on March 7th & spoke to the owner [redacted] and again explained the issue, I also told him that I spoke to his son the previous month he advised me that the repairs cannot be done when the temperature is below 32 degrees. It is now spring & the temperatures are averaging 60 degrees, however a representative has not been to my house to make the repairs. [redacted] has not contacted me to let me know when the repairs will be made.

Business

Response:

We have responded to [redacted] issue, and a technician will be out to her home within the next few days, possibly this afternoon (weather permitting). We have been in continuous contact with [redacted] the last few days to confirm this. Following this service, the issue will be resolved.

Consumer

Response:

My gutter started leaking in September. I left several messages on the company's voice mail. I spoke to the owner [redacted] on 10-10-14 who assured me that he would have the gutter fixed. The gutters were purchased with 2013 and came with a lifetime warranty. This is the second time the gutter has needed repair. I have never received a return call from the business and the owner has not called me back to schedule the appointment for repair.Desired outcome: Fix the leaky gutter.

Business

Response:

the complaint filed by [redacted] is slightly more convoluted. After the gutters were installed, American Gutter Guard sent out 2 separate professional installation crews (one of the contractors went twice) to assess the situation. From my understanding it is not the gutter that is failing but the way the gutter itself attaches to the house. One of the installers felt it was a roofing issue that was causing the water to come down from the back. Regardless, my plan of action for this today is to call [redacted] and hopefully set an appointment to see her next week and look for any possible solution. My question is, what sort of documentation would we need to show if this is not our responsibility (i.e. roofing or structure) if that is the case?

Review: On 7/28/15 I made a $2909 payment for a 50% deposit for new gutters to be installed on my house. The agreement shows that the work would be completed by 2-3 weeks. It has been over 4 weeks, and no work has been done, and I have not been contacted with a date that the work will be done. I have left 4 messages trying to speak to someone to find out what's going on, but none of my calls have been returned. I called on 8/17, 8/21, 8/22, and 8/25. Since the work has not been completed as agreed upon and nobody from the company will return my calls, I would like my deposit refunded.Desired Settlement: I would like my deposit refunded.

Business

Response:

As I am to understand, [redacted] has been in touch with the customer several times and the installation is scheduled for next week. I am unsure about the exact time but I can check with our production department to see when it is firm. I was completely unaware of this situation. This is the first time this has come to my attention and I apologize for the lack of communication. Thank you. If you have any other questions, please feel free to call me at [redacted]

Review: Had new gutters installed, thought the job was complete and paid balance due. On further inspection noticed two elbows at the bottom of downspouts missing. Called and notified [redacted] , President of Co. He said person would be out to add elbows, after two calls and several more not answered, downspouts still missing elbows. Only asking for job to be completed, all other work done well.Desired Settlement: Complete job

Business

Response:

Job completed to customer satisfaction

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Several phone calls were not returned. Twice was told they would come out to perform install and did not show up or a phone call. I got several excuses and run arounds. They finally came out after I called them again and again, and told them I wanted my money back or face legal actions. I got phone calls daily and sometimes twice a day before signing contract and giving them a deposit. Once they got the deposit, I got no communication from them. Totally unacceptable customer service. I have my doubts that if there is a problem, that they will honor the warranty in a timely manner. The job took over six weeks.

Review: We had gutters installed on our house in March 2015. We are getting water in between the fascia board and the gutter. We contacted the Owner [redacted] several times to have them fixed. Every time we have contacted him we get know response. We just had our sidewalk redone and now we have to worry about that getting ruined due to the amount of water that comes down from that area that needs to be fixed. Also, we have had basement leaking in the past and we are worried that if this does not get fixed our basement will get water in it once again. We should not have to wait 4 plus months for a simple thing to get fixed!Desired Settlement: We would ultimately like the gutters to be fixed. If they do not get fixed we will be pursuing legal action to get our money back.

Business

Response:

We are aware of this situation and there is an open service ticket. As soon as it is scheduled the customer will be contacted. I anticipate knowing by the end of this week when it will be scheduled. We are sorry for the inconvenience. Thank you.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,