Garden State Gutter Cleaning

I am rejecting this response because:Dear Revdex.com, The explanation provided by Garden State Gutter Cleaning is inaccurateFirstly, my name is not “***”, it is ***r - which is on the work order and invoiceBut nevertheless, the point is made in their response, namely: “The only issue is the way it was pre-written on the work order and subsequently on the pre-written bill.” ExactlyThis is precisely the issue - the verbal explanation and work order stated one thing, yet I was charged for anotherThe other statement that I found most interesting was: “As far as Ms [redacted] making several attempts and not being responded to - she is a liar!” Using such a vulgar phrase shows the level of professionalism and customer service this firm adheres to (Incidentally, the day of the work the Garden State worker told me he had removed and disposed of the gutters - twiceTalk about “liars”.) The other statement of particular interest was: “Ms [redacted] decided to post a defamatory/libelous post on yelp.com.” Defamation and liable are the act of saying things which causes people to have a bad opinion of someoneStating that the post was defamatory/libelous is inaccurate as the facts stated are trueThe rest of the response about emails, being out of the office sick, etcis extraneous and immaterialThe bottom line is that the work I was quoted and the work that was done were two different thingsThis is clearly admitted in the response from Garden StateA consumer-friendly and reputable businesses manager would have simply apologized for the misunderstanding and rectified the problem to the customer’s satisfactionHad this occurred, I would have been happy and not needed to get your organization involvedI appreciate your involvement and assistanceIn fairness to Garden State Gutter Cleaning, upon receipt of the $refund, I will post on social media that the matter was resolved.r

The reason for the leaks is the mitres are leaking I had a man seal them for her as a courtesy, moving forward any repairs will be charged an additional rate

I am rejecting this response because: My whole complaint had nothing to do with contracting Garden State Gutter Cleaning for repairs of my gutters, it was for the cleaning of my guttersIt was all about work already paid for and not done properly, since the original p***lems of dripping due to clogged gutters, continued after the work was doneAfter several attempts to get themback to successfully complete the job, they did not show up for the firstappointmentA second appointment was made and they did not show up for thatone eitherNo one even bothered to call me to explain why they had not shownup or to even rescheduleThis obviously made it appear as though they had nointention of coming to rectify the p***lem, or complete the job that was wasalready paid forI told *** I had to be here when they came, since finding out that they also repairgutters, due to a conflict of interestAfter filing this complaint then onlydid I receive a call from ***His whole conversation was defending thecompany’s actions instead of apologizing for not showing up and not working outa way to rectify the issueHe then tells me that they did in fact come when Iwas not homeThat was terribly unprofessional and just plain wrong due to mypreviously telling him very clearly that I had to be here when they came. That certainly just added to my lack of trusttowards *** and his company’s intentionsI have no proof or idea if they in fact came back at allI have no idea if work was doneup there or even more damage than goodThis is why I made it clear that I hadto be here, which they blatantly ignoredI am requesting my payment back,because I now have to hire another company to go up there to complete the jobthat Garden State Gutter Cleaning did not, as well as to make sure no damagewas done
Regards,

On August 22 a call was placed to our office to schedule a gutter cleaning.  The customer was informed of the cost of $90 and an additional cost of $100 since she had gutter guards and the service takes longer with a gutter guard system.  After given the price the customer actually asked...

for the gutter guards to be removed entirely and left off.  When the crew did the job, the shingles were fused with the gutter guards and in the interest of not damaging the customer's roof the crew did not attempt to permanently remove the system.  The customer was charged for the cleaning with guards at a cost of $190.  The only issue is the way it was pre written on the work order and subsequently on the pre written bill which is why the customer is arguing with us over the $107 fee since the guards had not actually been removed and left off as she would have liked.  As far as Ms. [redacted] making several attempts and not being responded to - she is a liar!  I actually made first contact with Ms. [redacted] on 9/9/14 when I included her in a bulk email of customers from August who had work done and the purpose of that email was to follow up with all of them on the work to make sure all went as planned.  It was not until 9/15/14 that Ms. [redacted] finally replied asking how asking how we clean this type of gutter, to which I replied the fee is added because it takes much longer to do this type of work due to the guards in the way.  She then stated she had wanted them removed.  Since I do not have a way to lookup by email and the account name is not listed under [redacted], I asked her for her address.  I was never provided this information until 10/1/14, when she finally decided to email me with the information.  Ms. [redacted] decided to post a defamatory/libelous post on yelp.com as well as file a complaint with your firm since I did not respond within 24/48 hours that she demanded I respond to her in.  I have actually not been in most of the week as I have been out sick with a terrible cold.  Ms. [redacted] is technically not due a refund, however in an effort to keep our customers happy, I will be refunding Ms. [redacted] $107 only because of a technical error on the invoice she received since it was pre-billed and she did not get exactly that.  In the future we will still charge her $107 additional since we charge that fee to anyone with gutter guards, the wording on the invoice is just different.

This was already resolved with the customer.  He filed the complaint first and then decided to contact us after.

I am rejecting this response because:Dear Revdex.com, The explanation provided by Garden State Gutter Cleaning is inaccurate. Firstly, my name is not “[redacted]”, it is [redacted]r - which is on the work order and invoice. But nevertheless, the point is made in their response, namely: “The only issue is the way it was pre-written on the work order and subsequently on the pre-written bill.” Exactly. This is precisely the issue - the verbal explanation and work order stated one thing, yet I was charged for another. The other statement that I found most interesting was: “As far as Ms. [redacted] making several attempts and not being responded to - she is a liar!” Using such a vulgar phrase shows the level of professionalism and customer service this firm adheres to (Incidentally, the day of the work the Garden State worker told me he had removed and disposed of the gutters - twice. Talk about “liars”.) The other statement of particular interest was: “Ms. [redacted] decided to post a defamatory/libelous post on yelp.com.” Defamation and liable are the act of saying false things which causes people to have a bad opinion of someone. Stating that the post was defamatory/libelous is inaccurate as the facts stated are true. The rest of the response about emails, being out of the office sick, etc. is extraneous and immaterial. The bottom line is that the work I was quoted and the work that was done were two different things. This is clearly admitted in the response from Garden State. A consumer-friendly and reputable businesses manager would have simply apologized for the misunderstanding and rectified the problem to the customer’s satisfaction. Had this occurred, I would have been happy and not needed to get your organization involved. I appreciate your involvement and assistance. In fairness to Garden State Gutter Cleaning, upon receipt of the $107 refund, I will post on social media that the matter was resolved.r

The reason for the leaks is the mitres are leaking.  I had a man seal  them for her as a courtesy, moving forward any repairs will be charged an additional rate.

Customer engaged us to perform gutter cleaning and we never told them they would receive a call prior.  The work was done as requested.  We would be happy to provide proof, but customer never asked for any supporting documents.  We did have his permission to charge his credit card,...

and the way we obtained that information is he provided it to us upon scheduling the work.

The response by our company is 100% accurate, backed up theinitial and only telephone call from this customer as well as emails.  Ms. [redacted]/[redacted]r whatever her name actuallyis, provided us with the last name of [redacted]r, which is what the work wasperformed under.  If she provided a falsename, that is her doing not ours. Regarding the charges, monetary wise she was properly charged, the erroris how it is worded and I, as a courtesy refunded her the difference so she ishappy.  Clearly this customer is nevergoing to be happy with anything we or anyone does.  I do 100% stand by my statement that Ms. [redacted] is in fact aliar.  A definition of a liar is someonewho does not tell the truth and the facts and proof support my claims that Ms.[redacted] is a liar since she did not tell the truth with regards to the informationshe has conveyed to the Revdex.com not to mention on socialmedia.  Ms. [redacted] then decided to vent on social media – Yelp.comwhere she posted defamatory and untrue statements.  Not only will this not be tolerated by ourcompany, but we will certainly defend our company’s good name by whatever legalmeans necessary.  I have sent a letterrequesting that Ms. [redacted]’s posting be removed and instead I got a letter backof her justifying and denying any wrong-doing. I am not in position of playing games at the expense our company’sreputation.  Since Ms. [redacted] has not takenmy letter seriously, we will now be contacting our attorney to begin working onthis matter and if necessary filing suit for such actions.  With regards to my response about an illness and being outof the office is not immaterial or extraneous, as her emails were sent only tomy direct email and not to anyone else’s email or attention in my office.  Since Ms. [redacted] set her own expectations ofonly hours to respond before she began filing complaints and posting reviews,it was impossible for me to respond being that I was ill.  Ms. [redacted] was quoted a charge and that workwas done, the only reason I refunded the difference was to make her happy,which she is still not.  To quote Ms.[redacted] “A consumer-friendly and reputable businesses manager would have simplyapologized for the misunderstanding and rectified the problem to the customer’ssatisfaction”.  While this may be true inmost cases, first of all I am not the business manager and do not deal with theday to day operations.  [redacted] is,and at no point with regards to this matter was he ever contacted by Ms.[redacted].  Ms. [redacted] did not actuallyinitially contact anyone with regards to this matter.  I made first contact with her, as well as anyother customers during the time period as a general follow up to make sureeverything went well with the work.  Atno point, did I fail to respond to her and I have copies of all emails to serveas proof.  Additionally no phone callswere placed to our company with regards to this matter.   For these reasons, not only is her complainta waste of y our time, but her posting on Yelp is libelous and defamatory.    Shecan disagree with our initial response, but facts do not lie.  If needed a copy of the telephone call can beprovided as well as email copies.

Very plain and simple the customer engaged us to perform a gutter cleaning which was done.  Additional repairs are needed and the customer is too cheap to have them done.  She is instead filing this complaint in an effort to have them completed for free in order to make her satisfied and...

to make this complaint go away.  The detailed version of the facts is as follows:###-###-####4/29 – contacted us for a gutter cleaning estimate Said she just had a new roof put in Said the gutters are dripping in certain areasSaid the gutters have never been cleanedSaid she has gutter guards and was told by me thatthere is p[redacted]ably stuff in the gutters causing them to leak/ overflowWas given two different prices one for removaland re install of gutter guards and another just for flushing the gutters outSaid she was going to speak to her husband andcall us back. ###-###-####8/11 – called to schedule the gutter cleaningMentioned that things were bent when theshingles were installedSaid that she had squirrel damage in the pastWas given and agreed to the price for the guttercleaning w removal and reinstallation of gutter guardsAsked when we would be out there and was toldwithin the next few weeks and that we will call her to let her know when as aheads up two days priorSaid she will p[redacted]ably be home  8/26/14 – The gutter cleaning was completed.###-###-####9/8 – she called and was on hold for a few minutes didn’tleave a message###-###-####9/8 – called two more times Said that she knows the job was completed but isnow having a p[redacted]lem with the gutters “they’re dripping so they must be cloggedright?” She knew we came and got a follow up e-mailSaid that there was nothing wrong with themuntil it rainedBecame upset when she was told that a letter wassent to her indicating repairs were neededShe said she never got the letter and asked meto e-mail it to herWasn’t happy that she wasn’t notified that therewere p[redacted]lems with her gutters and indicated that she didn’t know if we brokethem or if they were already broken in the first placeWas scheduled for a re-clean because sheinsisted that they were clogged and didn’t need to be repairedThe job was scheduled for a specific day but notan actual timeShe was told more than once that she doesn’thave to be home but insisted that she be there###-###-####9/12 called to complain that we didn’t show upI checked the account and saw that it wasn’tdone because the truck didn’t go out on that dayI apologized for not sending someone out, sheaccepted the apology and asked what the next step wasI rescheduled the job to go out on the followingMondayShe said between “10 and 3 right?” and Iresponded with between 8 and 3 but that she doesn’t have to be home###-###-####9/17 called to cancel the re-cleanSaid that her roofer said she just needed it tobe caulked and he would do it for herI talked her out of cancelling the re-do becauseI wanted to make sure the gutters were cleaned out because she was initiallyinsistent that they weren’tShe was told that if the gutter needs to besealed that we would do it at no additional charge She decided not to cancel###-###-####10/06 – we called herThere was no answer and no message was left###-###-####10/07 – I called her about the complaint she made with theRevdex.comShe said she didn’t like the way she was treatedby meShe said my customer service is lackingShe said that I was rude to herShe said that she’s upset because we scheduledmore than one time for us to be there and we never showed upWas upset that we never called her back tofollow up on missed appointmentsShe became more upset and ended the conversationafter she was told that someone was at her home on 09/17 and she realized thatshe didn’t know someone was thereShe asked me to call her back at another timeI asked her if she was going to be available tomeet with someone later this week and she again said to call her back laterShe called me rude I asked her when she would like me to call herback and she said tomorrow after 10 amShe asked that I call her on her cell phone andnot the home oneI told her that I will call her back tomorrowafter 10 am###-###-####10/08/14 – called as per her requestShe missed the call10/08/14 – she called backI told her I was following up on theconversation we had yesterdayI told her that we are not going to give her arefund because the gutter cleaning was completed as requestedI asked her what she would like us to do.She said she called her lawyer because we didn’thave permission to send anyone out to her home unless she was thereShe said that we violated the law by sendingsomeone out on 09/17 because we didn’t have her permission to do soKept saying that I was told she must be home inorder for anything to be doneShe said that her instructions should have beenheeded and not tossed to the sideShe said that we p[redacted]ably sent someone out whenwe did because we knew that she wasn’t home and that’s “immoral”She said that she doesn’t want us to call herever again She said that she doesn’t want anyone on herproperty without her permission  The bottom line is her gutters need repair/replacement, sheeven acknowledges this as her roofer was to do some further repairs on hergutters.  She has proven our case forus.  The original work was done asrequested and she has been charged properly.

Review: I had new gutters installed at my home by Garden State Gutter Cleaning. I paid over $3,000 for these gutters. I was assured that they were pitched properly so that water would drain properly after it rains. The gutters are not pitched properly and stagnant water sits in the gutters after it rains. This causes mosquitos to breed. Mosquitos carry diseases. I called the company to resolve the problem and they tell me the gutters are dirty and filled with debris. The gutters are clean because I cleaned them myself. I pushed the stagnant water out with my hands. The company representative told me they will not send a repair person to fix the gutters.Desired Settlement: I would like the gutters fixed so that they are pitched properly.

Business

Response:

Ms. [redacted]'s contention is that the gutters are defective and continues to blame our work. We had installed new gutters on Ms. [redacted]'s home on 11/1/11. Gutters require cleaning at least twice a year, so the gutters should have been essentially cleaned a least 5 times since they have been installed. We have never been to Ms. [redacted]'s home once to clean them. Ms. [redacted] has also stipulated that the gutters are clean as she did it herself.

The first call to our office was on 6/3/13 whereas Ms. [redacted] stated the gutters were not working properly and needed to be repaired. A repair crew was dispatched to her home on 6/4/13, whereby the gutters were found to be installed correctly and not in need of repair, adjustment or replacement. It was also noted the gutters had not been cleaned in some time and were full of debris. We conveyed this information to Ms. [redacted] who contended that we were wrong and the gutters needed repairs. Since there was nothing to be repaired her request was closed out. Once we received her official complaint from your organization, we sent a representative from our company to her home on 8/15/13 at about 3pm. During our visit on 8/15/13 it was noted that the gutters were still clogged. Photos were taken depicting the completely filled gutters, which we have attached for your reference.

This customer is clearly neglecting regular maintenance of her gutters, which will lead to leaks and potentially catastrophic failure of the gutters. It is the customer's responsibility to ensure they are not full of debris. It should also be noted that we conveyed to her that the gutters were clogged 3 months ago and no action has been taken on her part to rectify the issue. Gutter cleaning is not part of the warranty. We will hold no responsibility for her actions and if the gutters are not cleaned and fall off the home, we will not be covering them under warranty as it will fall under neglect rather than a defect.

Consumer

Response:

I have seen no company representative on August 15th as the company stated. Nor have I seen any photos. Please note, that the gutter leans away from the downspout, so the water collects at the opposite end of the downspout. I have a mosquito problem because of this. I simply want the gutter re-hung. It is a health problem at this point.

Review: The company name is Gutter Cleaning. I asked [redacted], the person who answers the phone, for an appointment day and he would not give me a date.Was told this is how they do it, and have always. Was home the week they were supposed to come and they did not show. Showed up a couple weeks later when I was not home. Had rainfall two days later and the roof still dripped in certain areas. Called [redacted], and at that point he asked if I received their Notice for Gutter Repair? I then said "You also repair and would not make an appointment? How do I know your guys did not do damage? There was no visible damage." The gutters should be clear for water to run through. Please ,I want them back to reclean those sections. After a not very nice conversation, he agreed. I said this time I want to be home.The best he could do was give me the day from 8am-3pm. I stayed home all day. No show. I called again. He rescheduled again and again No Show.I will not have them on my roof after that. There was no customer service. There was not a Good Faith Effort what so ever. Due to this Conflict of Interest an appointment should always be made. Why would a customer Trust what was done? In light of how I was handled after this p[redacted]lem, they are obviously not to be Trusted!Desired Settlement: They should show Honor and Intent and give me a Credit card Refund

Business

Response:

Very plain and simple the customer engaged us to perform a gutter cleaning which was done. Additional repairs are needed and the customer is too cheap to have them done. She is instead filing this complaint in an effort to have them completed for free in order to make her satisfied and to make this complaint go away. The detailed version of the facts is as follows:###-###-####4/29 – contacted us for a gutter cleaning estimate Said she just had a new roof put in Said the gutters are dripping in certain areasSaid the gutters have never been cleanedSaid she has gutter guards and was told by me thatthere is p[redacted]ably stuff in the gutters causing them to leak/ overflowWas given two different prices one for removaland re install of gutter guards and another just for flushing the gutters outSaid she was going to speak to her husband andcall us back. ###-###-####8/11 – called to schedule the gutter cleaningMentioned that things were bent when theshingles were installedSaid that she had squirrel damage in the pastWas given and agreed to the price for the guttercleaning w removal and reinstallation of gutter guardsAsked when we would be out there and was toldwithin the next few weeks and that we will call her to let her know when as aheads up two days priorSaid she will p[redacted]ably be home 8/26/14 – The gutter cleaning was completed.###-###-####9/8 – she called and was on hold for a few minutes didn’tleave a message###-###-####9/8 – called two more times Said that she knows the job was completed but isnow having a p[redacted]lem with the gutters “they’re dripping so they must be cloggedright?” She knew we came and got a follow up e-mailSaid that there was nothing wrong with themuntil it rainedBecame upset when she was told that a letter wassent to her indicating repairs were neededShe said she never got the letter and asked meto e-mail it to herWasn’t happy that she wasn’t notified that therewere p[redacted]lems with her gutters and indicated that she didn’t know if we brokethem or if they were already broken in the first placeWas scheduled for a re-clean because sheinsisted that they were clogged and didn’t need to be repairedThe job was scheduled for a specific day but notan actual timeShe was told more than once that she doesn’thave to be home but insisted that she be there###-###-####9/12 called to complain that we didn’t show upI checked the account and saw that it wasn’tdone because the truck didn’t go out on that dayI apologized for not sending someone out, sheaccepted the apology and asked what the next step wasI rescheduled the job to go out on the followingMondayShe said between “10 and 3 right?” and Iresponded with between 8 and 3 but that she doesn’t have to be home###-###-####9/17 called to cancel the re-cleanSaid that her roofer said she just needed it tobe caulked and he would do it for herI talked her out of cancelling the re-do becauseI wanted to make sure the gutters were cleaned out because she was initiallyinsistent that they weren’tShe was told that if the gutter needs to besealed that we would do it at no additional charge She decided not to cancel###-###-####10/06 – we called herThere was no answer and no message was left###-###-####10/07 – I called her about the complaint she made with theRevdex.comShe said she didn’t like the way she was treatedby meShe said my customer service is lackingShe said that I was rude to herShe said that she’s upset because we scheduledmore than one time for us to be there and we never showed upWas upset that we never called her back tofollow up on missed appointmentsShe became more upset and ended the conversationafter she was told that someone was at her home on 09/17 and she realized thatshe didn’t know someone was thereShe asked me to call her back at another timeI asked her if she was going to be available tomeet with someone later this week and she again said to call her back laterShe called me rude I asked her when she would like me to call herback and she said tomorrow after 10 amShe asked that I call her on her cell phone andnot the home oneI told her that I will call her back tomorrowafter 10 am###-###-####10/08/14 – called as per her requestShe missed the call10/08/14 – she called backI told her I was following up on theconversation we had yesterdayI told her that we are not going to give her arefund because the gutter cleaning was completed as requestedI asked her what she would like us to do.She said she called her lawyer because we didn’thave permission to send anyone out to her home unless she was thereShe said that we violated the law by sendingsomeone out on 09/17 because we didn’t have her permission to do soKept saying that I was told she must be home inorder for anything to be doneShe said that her instructions should have beenheeded and not tossed to the sideShe said that we p[redacted]ably sent someone out whenwe did because we knew that she wasn’t home and that’s “immoral”She said that she doesn’t want us to call herever again She said that she doesn’t want anyone on herproperty without her permission The bottom line is her gutters need repair/replacement, sheeven acknowledges this as her roofer was to do some further repairs on hergutters. She has proven our case forus. The original work was done asrequested and she has been charged properly.

Consumer

Response:

I am rejecting this response because: My whole complaint had nothing to do with contracting Garden State Gutter Cleaning for repairs of my gutters, it was for the cleaning of my gutters. It was all about work already paid for and not done properly, since the original p[redacted]lems of dripping due to clogged gutters, continued after the work was done. After several attempts to get themback to successfully complete the job, they did not show up for the firstappointment. A second appointment was made and they did not show up for thatone either. No one even bothered to call me to explain why they had not shownup or to even reschedule. This obviously made it appear as though they had nointention of coming to rectify the p[redacted]lem, or complete the job that was wasalready paid for. I told [redacted] I had to be here when they came, since finding out that they also repairgutters, due to a conflict of interest. After filing this complaint then onlydid I receive a call from [redacted]. His whole conversation was defending thecompany’s actions instead of apologizing for not showing up and not working outa way to rectify the issue. He then tells me that they did in fact come when Iwas not home. That was terribly unprofessional and just plain wrong due to mypreviously telling him very clearly that I had to be here when they came. That certainly just added to my lack of trusttowards [redacted] and his company’s intentions. I have no proof or idea if they in fact came back at all. I have no idea if work was doneup there or even more damage than good. This is why I made it clear that I hadto be here, which they blatantly ignored. I am requesting my payment back,because I now have to hire another company to go up there to complete the jobthat Garden State Gutter Cleaning did not, as well as to make sure no damagewas done.

Regards,

Business

Response:

The reason for the leaks is the mitres are leaking. I had a man seal them for her as a courtesy, moving forward any repairs will be charged an additional rate.

Review: these guys claim to clean gutters but what they do is wash everything down the gutter drains and the say that its an extra charge to clean/unclog underground drain pipes they were caught on video 2 times not performing their job they came out a 3 rd time it seemed to be ok and cleaned then this past weekend 5/10/14 it rained I was home and saw everything over flooding over roof and underground pipe I complained again, they came out today 5/13/14 to clean them again was still clogged I need up cleaning it myself and have the videos to prove it ...Desired Settlement: I just want my money back and an apology for for he's telling me that I need to take down my internet posted review or else

Business

Response:

We were out at this customer’s house the beginning of Aprilto clean the gutters and leaders. Thegutters were initially cleaned, but the owner was not happy since the gutterswere not flushed. We sent a crew backthe following day to flush the gutters and as per the customer own complaint “theycame out a 3 rd time it seemed to be ok”. The charge for the gutter cleaning was 149.80 and as per his ownwording, the service was completed and ok. The customer then over a month later (on a Saturday) calledin to state that his gutter was overflowing. This was due to the fact the customer has 2 trees directly next to hishouse, which just dropped loads of debris from spring shedding. Since we were recently out at the customer’shome, I sent a crew back without charging him a second time (even though, thefact it was clogged was due to new debris from the trees next to hishouse). The customer’s gutters werecleaned on 5/13/14. He then called instating that his gutters were not cleaned and still overflowing, which was notactually the case. The video that he hasdepict an underground drain which is clogged, not the gutters or leaders. The sole reason for this customer filing this complaint isto obtain a refund, even though his own words he admits that work he wascharged for “seemed to be ok”. He alsoposted a defamatory and libelous review on Yelp and followed up with an emailstating he would remove the review if we gave him a refund. What the customer is attempting to do is toextort us for a refund. This complaintand review hold zero merit and I will be happy to provide any supporting proofseparately.

Review: Garden State Gutter has our credit card on file, and has performed gutter cleaning on our house since approximately 2009. They always called to confirm before they came out to clean the gutters. If we needed cleaning, we confirmed a date and if we did not we would tell them that we did not require gutter cleaning services at this time. We usually got our gutters cleaned from them after fall.

This time (May), we did not get a call for service from them as in the past. On May 20th, some workers turned up at our doorstep, and simply taped an invoice on our front door. Fortunately, I was home, and saw the invoice, then noticed them pull out a ladder to start the job. I went out before they could start anything, and told them that we did not need cleaning at this time - they acknowledged their mistake, and left.

On the 22nd of May no one was home, when I returned in the evening I saw another invoice taped to the door for $101.65, indicating that they had completed service, and our credit card on file would be charged. I sent them an email the same day explaining that the workers were told we did not need services at this time, and that they had sent out their workers despite our refusal for services. I also called them, so I could address this issue, and I was told that the owner would call back. When we did not hear back, my wife called around the 24th-25th of May, and was told that the owner will call. She told the representative that it had been over 72 hours, and we had not heard from them, that we were going to dispute the charge with the credit card company. The representative got very abusive, and said that there was no need for the owner to call since we were already going to dispute the charge. We called one more time after that, hoping to speak to the owner, no luck. We reiterated to the representative that we did not like their workers trespassing on our property, and fraudulently charging our credit card just because they had it on file, and that we were expecting him to call. The owner DID NOT call us.

We disputed the charge with our credit card hoping Garden State would honor and correct the error. However, they have blatantly lied to the credit card company stating that we had called and authorized the service. We have since provided proof to the credit card company of our initial dispute filed with garden state.Desired Settlement: Refund the charge and issue an apology.

Business

Response:

The work was authorized, completed and charged correctly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The work was not authorized and fraudulently charged, due to our credit card being on file with the business. Not only were they not authorized to perform the work, this was the second time they tried to do this in two days, clearly showing intent to defraud. If they were authorized they should have proof of authorization as well as a signed acceptance of the invoice. The business was trespassing on our property which was duly reported to the Kinnelon Police Department. The charge has also been disputed with the credit card company. Garden State Gutter Cleaning is acting fraudulently and in extreme bad faith.

Regards,

Business

Response:

What would you like us to do?

Review: I was charged for work that was not done. On August 26th Garden State Gutter Cleaning was contracted to perform two services on my house. 1) Clean and flush the gutters; and 2) Remove/dispose of the gutter guards. The prices were $90 and $100 respectively.

When the work was completed I asked the employee if the gutter guards had been removed and he said that had been. Upon inspection several days later, it was found that the gutter guards were not removed. On September 15th I advised Garden State Gutter of this and asked for a refund for that portion of the bill.

Multiple attempts were made to discuss and resolve the matter with no response.Desired Settlement: I am seeking a refund of $107.00 for work that was not performed

Business

Response:

On August 22 a call was placed to our office to schedule a gutter cleaning. The customer was informed of the cost of $90 and an additional cost of $100 since she had gutter guards and the service takes longer with a gutter guard system. After given the price the customer actually asked for the gutter guards to be removed entirely and left off. When the crew did the job, the shingles were fused with the gutter guards and in the interest of not damaging the customer's roof the crew did not attempt to permanently remove the system. The customer was charged for the cleaning with guards at a cost of $190. The only issue is the way it was pre written on the work order and subsequently on the pre written bill which is why the customer is arguing with us over the $107 fee since the guards had not actually been removed and left off as she would have liked. As far as Ms. [redacted] making several attempts and not being responded to - she is a liar! I actually made first contact with Ms. [redacted] on 9/9/14 when I included her in a bulk email of customers from August who had work done and the purpose of that email was to follow up with all of them on the work to make sure all went as planned. It was not until 9/15/14 that Ms. [redacted] finally replied asking how asking how we clean this type of gutter, to which I replied the fee is added because it takes much longer to do this type of work due to the guards in the way. She then stated she had wanted them removed. Since I do not have a way to lookup by email and the account name is not listed under [redacted], I asked her for her address. I was never provided this information until 10/1/14, when she finally decided to email me with the information. Ms. [redacted] decided to post a defamatory/libelous post on yelp.com as well as file a complaint with your firm since I did not respond within 24/48 hours that she demanded I respond to her in. I have actually not been in most of the week as I have been out sick with a terrible cold. Ms. [redacted] is technically not due a refund, however in an effort to keep our customers happy, I will be refunding Ms. [redacted] $107 only because of a technical error on the invoice she received since it was pre-billed and she did not get exactly that. In the future we will still charge her $107 additional since we charge that fee to anyone with gutter guards, the wording on the invoice is just different.

Consumer

Response:

I am rejecting this response because:Dear Revdex.com, The explanation provided by Garden State Gutter Cleaning is inaccurate. Firstly, my name is not “[redacted]”, it is [redacted]r - which is on the work order and invoice. But nevertheless, the point is made in their response, namely: “The only issue is the way it was pre-written on the work order and subsequently on the pre-written bill.” Exactly. This is precisely the issue - the verbal explanation and work order stated one thing, yet I was charged for another. The other statement that I found most interesting was: “As far as Ms. [redacted] making several attempts and not being responded to - she is a liar!” Using such a vulgar phrase shows the level of professionalism and customer service this firm adheres to (Incidentally, the day of the work the Garden State worker told me he had removed and disposed of the gutters - twice. Talk about “liars”.) The other statement of particular interest was: “Ms. [redacted] decided to post a defamatory/libelous post on yelp.com.” Defamation and liable are the act of saying false things which causes people to have a bad opinion of someone. Stating that the post was defamatory/libelous is inaccurate as the facts stated are true. The rest of the response about emails, being out of the office sick, etc. is extraneous and immaterial. The bottom line is that the work I was quoted and the work that was done were two different things. This is clearly admitted in the response from Garden State. A consumer-friendly and reputable businesses manager would have simply apologized for the misunderstanding and rectified the problem to the customer’s satisfaction. Had this occurred, I would have been happy and not needed to get your organization involved. I appreciate your involvement and assistance. In fairness to Garden State Gutter Cleaning, upon receipt of the $107 refund, I will post on social media that the matter was resolved.r

Business

Response:

The response by our company is 100% accurate, backed up theinitial and only telephone call from this customer as well as emails. Ms. [redacted]r whatever her name actuallyis, provided us with the last name of [redacted]r, which is what the work wasperformed under. If she provided a falsename, that is her doing not ours. Regarding the charges, monetary wise she was properly charged, the erroris how it is worded and I, as a courtesy refunded her the difference so she ishappy. Clearly this customer is nevergoing to be happy with anything we or anyone does. I do 100% stand by my statement that Ms. [redacted] is in fact aliar. A definition of a liar is someonewho does not tell the truth and the facts and proof support my claims that Ms.[redacted] is a liar since she did not tell the truth with regards to the informationshe has conveyed to the Revdex.com not to mention on socialmedia. Ms. [redacted] then decided to vent on social media – Yelp.comwhere she posted defamatory and untrue statements. Not only will this not be tolerated by ourcompany, but we will certainly defend our company’s good name by whatever legalmeans necessary. I have sent a letterrequesting that Ms. [redacted]’s posting be removed and instead I got a letter backof her justifying and denying any wrong-doing. I am not in position of playing games at the expense our company’sreputation. Since Ms. [redacted] has not takenmy letter seriously, we will now be contacting our attorney to begin working onthis matter and if necessary filing suit for such actions. With regards to my response about an illness and being outof the office is not immaterial or extraneous, as her emails were sent only tomy direct email and not to anyone else’s email or attention in my office. Since Ms. [redacted] set her own expectations ofonly hours to respond before she began filing complaints and posting reviews,it was impossible for me to respond being that I was ill. Ms. [redacted] was quoted a charge and that workwas done, the only reason I refunded the difference was to make her happy,which she is still not. To quote Ms.[redacted] “A consumer-friendly and reputable businesses manager would have simplyapologized for the misunderstanding and rectified the problem to the customer’ssatisfaction”. While this may be true inmost cases, first of all I am not the business manager and do not deal with theday to day operations. [redacted] is,and at no point with regards to this matter was he ever contacted by Ms.[redacted]. Ms. [redacted] did not actuallyinitially contact anyone with regards to this matter. I made first contact with her, as well as anyother customers during the time period as a general follow up to make sureeverything went well with the work. Atno point, did I fail to respond to her and I have copies of all emails to serveas proof. Additionally no phone callswere placed to our company with regards to this matter. For these reasons, not only is her complainta waste of y our time, but her posting on Yelp is libelous and defamatory. Shecan disagree with our initial response, but facts do not lie. If needed a copy of the telephone call can beprovided as well as email copies.