Bassett Gutters and More, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the business response to our complaint includes many statements or misinformationThe business response is correct by stating that the last repair we requested was two different condo units in Building #3, but the repair were NOT made*** **, one of our HOA Board members, met with two repairmen from Bassett Gutters and looked up at two buildings from the parking lot, and they never climbed a ladderThey saw leaves accumulated in the corners above gutters wherever there are "L" shaped turns of the gutterThey said the business office would give us an estimate of the removing the leavesThe leaves weren't causing the problem of rainwater blowing back all across inside the decksWe have had the same repairs made before and during the summer months when there were no leaves on the gutter.
The gutters were not clogged but rather the connecting pieces in the corners of the building and above decksIt appears to eb a design flaw, which we believe should be covered under product warrantyRather than paying $each fall to clean leaves from gutters, the HOA's decision was made to purchase the *** gutters as a long-term cost-cutting expenseHowever, after paying $15,purchase price to Bassett Gutters, then pay additional $4,every 4-years for cleaning and now being asked to pay to only remove a handful of leaves rather than correct the gutter's design flow by repairing metal pieceThis is simply not acceptable!
Regards,
*** ***

It would have been nice to have someone from there to call or send me a letter telling me that they had been here (again without an appointment for me to be here) and found nothing wrongI guessed that would have been their responseI will wash out the mess myself and see how the rain does next downpour we getI will not recommend this company to anyone elseLesson learnedThank you Revdex.com for your time and helpRespectfully,
*** ***
***

From: *** *** [mailto:***] Sent: Thursday, January 22, 3:PMTo: *** ***Subject: FW: A new message is waiting from the Revdex.com of Northwest North Carolina complaint #***. From: *** *** Sent: Thursday, January 22, 2:PMTo: *** ***Subject: RE: A new message is waiting from the Revdex.com of Northwest North Carolina complaint #***. Complaint ***As I stated before our warranty states that it's the homeowners responsibilty to keep the build up off the roof , hood, screen or diverter The ** warranty is that the gutters will remain free flowing inside the gutters I can send you another copy of the warrany if needed And the statement that we need to redesign the gutters, we don't have a pattent nor did we invent the gutter machine so there is no way we can redesign that And the quote you have is not to clean your gutters inside, it's a gutter cleaning on the outside to wash the outside of the gutters If you have any diverters that may be in any corners We will be glad to come out and remove them, but keep in mind if we do that the water in the corners may overspill Thank you.*** ***

From: ** *** [mailto:***] Sent: Tuesday, February 03, 11:AMTo: *** ***Subject: RE: complaint #***.Hey, ***,Per our phone conversation would you please post following message as our response to the company we filed complaint to? The complaint ID is #***Thank you very much for help!***"We believe that the situation has only become more confusing with your response to our complaintUntil being mentioned in your last message, a quote of $per building to clean outside the gutters has not been given to us, only the $1,per building for cleaning inside and outside of gutter of gutters was quoted to us before. The gutters were not clogged, only a few loose leaves on diverter which needed adjusting to prevent heavy rains from coming back into several units’ decksYour repairman has corrected this problem once before.We would appreciate it if in the future you could communicate and make repairs in a timely fashionWe had made five phone calls to report the last problem and ask about the repairsWhen I last called your company the day before Thanksgiving, Diane told me that the owners were going to contact us which had not happened by January 2nd when we first filed this complaint with the Revdex.com."

From: [redacted] [mailto:[redacted]] Sent: Monday, January 05, 2015 10:40 AMTo: [redacted]Subject: The [redacted] Condo ID [redacted]The Revdex.com[redacted]:We have read the complaint and the last repair that...

was called in was they had 2 leaks on 2 different condos which were taken care of. We notified them to inform them that the gutters on the outside needed to be cleaned and gave them a quote of $300.00 per building, which this is not a warranty issue.  Attached is another repair that was done back in 2011 where they were also informed at that time they had no clogs but the outside of the gutters needed to be cleaned.   I have  attached a copy  of the [redacted] warranty it clearly states that we will keep the gutters inside free flowing, but anything on the roof, hood, screen or diverters  are the customers responsibility.  We will be glad to come back out and check the gutters for any clogs but we will not clean the outside of the gutters nor the roofs or corners off that is the customers responsibility. Thank youBassett Gutters and More, Inc

Bassett's warranty states that their gutters will remain "clog free", but this is not difficult if the entry points to the gutters are clogged. The purpose of installing the gutters at my Mom's house was so that anything (for example, leaves and pine needles) would blow off or wash over the gutters so that no ladder climbing would be required again other than for keeping the gutters free of mildew, if desired. They're marketing is deceptive and they cannot be trusted to truly guarantee their product's capabilities.

We have been out there and there is nothing wrong with her gutters they were installed in February 2016 and Shortly after she called in We sent a service tech out there to look at her gutters and they are working properly.  And When her job was...

scheduled for February 12, 2016 the guys did have her job and another job to do that day and they got the paperwork missed up and went to her job 1st I tried to explain to her that everyone is human and it was a mistake that they showed up 1st that morning, but we did not tell her they would be there @ 1:00 what we did tell her is that there was another job in front of hers (they usually do 2 jobs a day) and usually are headed to there 2nd job anywhere from 2-3.  What we usually say sometime after lunch.  I tried to apologize to her about the crew doing her job 1st that day,   And for the financing part of it whenever anyone finances a job the finance fee is added to the job cost, That is no hidden fee we tell everyone there is a charge if you decide to finance the job.  I will be glad to send someone else out there to look at her gutter while she is there but we have already went by there and there is no issue with her gutters.  Thank You Lisa

Review: I file this complaint representing [redacted] HOA (Home Owners Association) as one of its board members.Our HOA purchased and installed [redacted] gutter system for our four condo buildings from Bassett Guttering in August 2008. The total cost was $15,934, and we made the decision based on Bassett Guttering's advertised and warranty promises "gutter system is guaranteed to be clog-free for life".A few years after the installation we started to have problems of leaf accumulating and clogging above certain parts of the gutters on all four buildings. When it rained water would not flow into downspouts but splash all over the place and some went into wooden decks of top floor units. It happens more frequently this past year when it rained heavily. We called Bassett Guttering for leaf cleaning or repair services based on the warranty to cure the problem, but it said that we had to pay for leaf cleaning at approximately $1000 per building every time we need cleaning. After many phone calls and requests we couldn't have Bassett Guttering honor its warranty, so we decide to file this complaint to alert others about potential risk doing business with this company. $15,900 is a large sum of expense to the HOA and our 30 units owners, and we made the purchase decision based largely on its promises and warranty of "Lifetime guarantee." We can provide a copy of warranty and its advertising brochure regarding "lifetime guarantee" upon request.Desired Settlement: We want the company to honor its warranty by either cleaning the clogging or repairing/fixing the design problems of the gutters on each of our 4 buildings to prevent leaf clogging problems in the future.This kind of service is implied in its warranty so we like it to be performed at no charge to the HOA again.

Business

Response:

From: [redacted] [mailto:[redacted]] Sent: Monday, January 05, 2015 10:40 AMTo: [redacted]Subject: The [redacted] Condo ID [redacted]The Revdex.com[redacted]:We have read the complaint and the last repair that was called in was they had 2 leaks on 2 different condos which were taken care of. We notified them to inform them that the gutters on the outside needed to be cleaned and gave them a quote of $300.00 per building, which this is not a warranty issue. Attached is another repair that was done back in 2011 where they were also informed at that time they had no clogs but the outside of the gutters needed to be cleaned. I have attached a copy of the [redacted] warranty it clearly states that we will keep the gutters inside free flowing, but anything on the roof, hood, screen or diverters are the customers responsibility. We will be glad to come back out and check the gutters for any clogs but we will not clean the outside of the gutters nor the roofs or corners off that is the customers responsibility. Thank youBassett Gutters and More, Inc

Bassett's warranty states that their gutters will remain "clog free", but this is not difficult if the entry points to the gutters are clogged. The purpose of installing the gutters at my Mom's house was so that anything (for example, leaves and pine needles) would blow off or wash over the gutters so that no ladder climbing would be required again other than for keeping the gutters free of mildew, if desired. They're marketing is deceptive and they cannot be trusted to truly guarantee their product's capabilities.