CJ Delaney Business Agency

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the response made by the business in reference to complaint ID ***, and find that the reimbursement for the fascia cover is an acceptable response; however, this issue (complaint) is not resolved until we receive full reimbursement for the fascia cover.Regards, *** ***

The picture with no debris behind the splash guard is the service that we didWe cleaned out the leaves and debrisThe splash guard has to be placed out in front of the gutter to let water get into the perforations, or the water would get pushed behind the gutterWe can remove the splash guard, they are installed to handle overflow in the valleysThe pitch of your roof is not very steep and may not overflowRemoving the splash guard would keep debris from accumulating thereI was not implying this was ignored for months just showing how much debris was there after months so you can see why the problem existsNot that the gutters were installed wrongNo service was performed on your house on the 26th just pictures taken

Good afternoon Mr.[redacted],
 
All GutterShutter Locations are independently owned and
operated. Mid-America Gutters, Inc  produces and sells the GutterShutter product to each location. Any
warranties and guarantees that each location offers are and can only be honored
by the companies...

that sold and installed the homeowner any products. The only warranty that we,
the manufacture, have is a 20 year guarantee on the baked
on enamel paint- That it [ the baked on enamel paint] will not crack,
fade, chip, or peel. If you have an additional questions, I will personally be more than happy to contact you.
 
 
 
Respectfully,
 
Melissa Crain
Director of Dealer Services
Mid-America Gutters, Inc.
11820 Kemper Springs Dr.
Cincinnati, Ohio 45240
W: 513.671.3505 opt. 3
F: 513.671.3575
www.GutterShutter.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I would like to know what "service" was provided on 7/12/17 and what the company took pictures of exactly.  I would also like to see those pictures since neither my boyfriend or I was home that day, and no one from the company contacted either one of us to notify us they were coming out to my home.  The damage done to my home is a direct result of the gutters not being installed properly, so it is their responsibility to return my home to the condition it was in prior to their gutters being installed.  The $200 offer from the company will not even begin to cover the cost of having the damaged "ceiling" replaced, and I should not be expected to have to pay the repair cost since I, in good faith, allowed this company to modify my house assuming GutterShutter would stand behind the work performed by their employees and/or contractors.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At this point in time, it is very obvious that this company has no intention of standing behind their product and the work performed by their employees/contractors.  I have been fighting with them for 5 months now to rectify this problem, and they have made it very clear they have no intention of fixing the damage done to my home because of their product.  It is obvious that as I would continue to have problems with these gutters I would have to fight the company each and every time to get any problem repaired, and I believe they would never perform the repairs.  I will now have to scramble to find a REPUTABLE company to replace the shoddy product from this company.  I will notify the company when they can come out and remove their gutters, and I will expect a FULL refund of the purchase price prior to the gutters being removed.  I will also take the $200 the company said they would pay me to make this problem go away.  And, yes, you did say that I took 20 months to notify your company of this problem which is completely untrue.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will sign the Liability Release form once I receive written confirmation from Steve [redacted], The Gutter Shutter Co., that my life-time warranties on the system and products I purchased remain valid and active.  I spoke with Steve [redacted] on Friday, May 20, 2016 (1:35 p.m.) and he gave me a verbal confirmation on the warranties. He agreed to email a written confirmation to me, but I have not received one as of this time.
Regards,
[redacted]

We went to inspect customers home, we found roof debris behind the splash guard. We removed debris and added extra long drip edge along the valley. Customer follow up,  no more leaking, damaged was limited to edge of particle board over hang. Wood was just wet no damage to wood. John...

C[redacted]

Response to complaint ID #[redacted] 04/05/16 Factory Rep provided the customer estimate on doing soffit, fascia wrap, and leaf & debris gutter system. After figuring out cost to do what customer wanted done, customer decided it was more than they intended on spending at the time. The rep then...

wrote up 2nd estimate to just for the gutter system only. While explaining everything about the system and how things work , the customer ask if the gutters would cover entire fascia board. Customer was worried about the having new gutters and still seeing old aluminum fascia cover under gutter. At this time the rep explained that gutter wouldn't cover the entire fascia board on home due to fascia board being 8" not 6" which is the size of the gutter. So they decided to do the fascia cover only on the areas that would have gutters installed . This was for aesthetic reasons only, the home already had aluminum soffit and fascia cover installed.  Customer agreed and wanted to move forward with the estimate to do the gutter system, and doing fascia cover on areas of the home where gutters would be as well. The change on the contract to add fascia cover was not clearly written on the second contract, as originally it was on the first contract written and he just added the cost to the second one. This was clearly an honest mistake made by the rep. 04/19/16 Installers went to the customers home and started working, 3/4 way into the installation is when customer brought to the installers attention that we were to be installing fascia cover as well. Installer told customer that he didn't have anything on his work order about the fascia cover. Customer brought out her copy and showed him, therefore customer contacted office and that's when we found out the proper information wasn't transferred to the 2nd contract. Since installer didn't have materials to do the fascia cover with him, he decided to go ahead and finish the gutters and come back the next morning to install the fascia cover. This is where confusion took place based on the information given to the customer during the visit by the factory rep. During this time as usual the rep explained how the work was performed, and the process in how everything would be done. Due to the fact the original contract was written to replace all the soffit, wrap, and gutters on the home. The rep. explained that installers would remove everything and do soffit work first, followed by wrapping all the wood and capping off the soffit. Then the gutters would be installed last, this is why customer thinks we didn't do the job properly. Remember that all this was explained when thought we were doing everything on the home. The contract was changed to do the gutter system and fascia cover, for aesthetic reasons we were to do fascia cover where the gutters were to be installed only. The following day the installer went back and installed fascia cover over the existing  cover and slid it behind the gutters that were already installed. This is why the customer feels like we are not doing the job as it should be. Because they were under the impression that only way to do it was remove the gutters and existing fascia cover on the home before we installed the fascia cover. Do to the circumstances and the reason for the fascia cover, there would be no reason to remove everything prior to installing the fascia cover on the customers home. Tried to explain this to customer that the way the installation was performed is correct and would have no issues. The installation looks great, and sure the customer would agree as well. I do apologize for the miscommunication that took place, and do admit it was on the companies behalf that this occurred. We do try to explain everything in detail to any customer, and in this case where changes were made it has clearly caused more harm than good. As for the resolution to this matter, if the customer wants reimbursement on the fascia cover and this will resolve the issue. I will discuss this with the owner of the company and maybe we can put this behind us. The last thing we want as a company is an unhappy customer, and or customer that feels we intentionally done them wrong.

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

We have a service set up for Monday 22, 2015. to clean the gutters.
 
[redacted]

Telephone number ###-###-#### was put on the do not call list on 7/24/17 and is out of our system. Respectfully,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the reimbursement for the fascia cover is an acceptable response; however, this issue (complaint) is not resolved until we receive full reimbursement for the fascia cover.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In looking at the business' response, there are several false statements.  Number 1, they never contacted me for a follow up after the "repair" work was completed, so I did not tell them there were no more leaks.  Number 2, my boyfriend stated the "repair" work was completed improperly because the tech just put the material on top of the gutter and not behind the flashing.  Number 3, the tech never inspected the damaged plywood, so if there was an inspection of the damage, it was done without my knowledge and when neither my boyfriend or myself was home.  Number 4, the plywood is clearly damaged and moldy, so needs to be replaced.  The business is correct in that the plywood has gotten wet since the "repair" work was done which indicates that the work was not done properly and the gutters continue to leak.
Regards,
[redacted]