Exterior Source of Richmond

Review: I have had the [redacted] gutters on my home for the past 18 years. After having my house re-sided I noted some issues and thought perhaps the gutters had not been reinstalled correctly. I contacted [redacted] (via [redacted]) and they had a representative come out to my residence. Upon surveying the house he quoted me a price of $530.00 to remove the gutters and downspouts, re-hang and re-pitch them correctly, install water diverters on a lower roof, clean out any built up debris and repair any damage found. The price seemed reasonable since I have a very tall 2 story house (well over 100 feet of solid one piece gutters); therefore we made a deal.

The workers showed up at the date and time arranged. I made sure they understood the terms of the contract we had agreed on and then proceeded to head out to work. Approximately 40 minutes later my wife telephoned me and stated that the crew had packed up their stuff and left.

I telephoned the office of [redacted] and inquired what was going on. She advised that they apparently didn’t find any real issues and had finished up. Rather upset I pointed out to her that I had no intentions of paying over $500.00 for 40 minutes work. I further pointed out that I had a written contract for them to remove and re-hang all of the gutters and downspouts. She advised she would call me back after further checking with the crew.

She telephoned back, offered to cut the price in half to $260.00 and asked if I wished to pay with a credit card. I informed her that I would not make any payments until I had the chance to inspect the job to see if it was satisfactory.

Upon inspecting the job I found that the downspouts had not been removed or re-hung (cobwebs between the house and downspouts were still intact). I could see where they used a hose to clean out the gutters (supposedly free according to their sales representative) and placed one water diverter on the lower roof and possibly adjusted on gutters pitch.

I contacted the sales representative who had come out and he advised that he was out of town.

My complaints and concerns are:

1.) If my wife had not been at home to see the crew leave so early, I would have been expected to pay the full amount of $530.00 for a job that was not done. Perhaps they relied on the fact that I could not get 50 feet off the ground to verify their work.

2.) Even when pointed out that the work was not obviously done, they still insist on half of the contract price.

3.) No offer has been made of anyone in supervisory or manager position to come and address the issue.

Business

Response:

After receiving this complaint, I called [redacted] directly. We agreed to meet that day at 3:00 to review the situation in person. We were able to find an agreeable solution to his complaints. I had a crew out there the very next morning and all issues were addressed. It is my understanding that [redacted] will be updating his complaint and should be having it removed.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

10/13/2014: The work has been completed and meets all my expectations. Thank you for your quick handling of this matter. I consider this matter closed.

Regards,