Gutter Guys

This
customer’s account was turned over to an outside collections company on or
after March 21,
The
comment from him about the work not being completed was first recorded by us on
April 9, 2014, so how could HE ever say “I keep telling them to finish the job”,
when on April 9, was the first time that he ever spoke to any of our
employees?
The man complaining is not the person whom we ever
spoke to prior to April 9, We always interacted with the lady of the
house, not him, not until the account was assigned to an outside collections
company
We can show that the service was rendered as promised
according to our standard practicesPictures of the house were taken at that time
to document our workThe cleaning service was done properly and a free
evaluation of the gutter system was done, but neither the lady of the house nor
the complaining man of the house responded to an invitation to talk about the
condition of the gutter system when we called and left messages
Gutter Guys has done its jobOn the other hand, the
customer has failed to complain, or complain effectively despite our written reminders
and our messages left for her, until about eight months later after the
cleaning service was done, and she was turned over to collections
According
to our collections policy we CANNOT negotiate with this customer after his/her
account is turned over to an outside collections companyThis policy is nicely
stated and several times restated each time he/she is mailed a reminder letter
that his/her account is 30, 60, and days overdueSeveral calls were
also made urging the customer to call us and work things outBY THE TIME WE
ACTUALLY TURNED THIS ACCOUNT OVER TO AN OUTSIDE COLLECTIONS COMPANY, THIS BAD
DEBT WAS WELL OVER DAYS OVERDUE!
Gutter Guys Collections
Policy is as follows: “When
your account becomes seriously overdue, such as days or more, your account
is subject to collections by an outside collections companyAt that time we
add a 33.33% collections fee and 18% annual interest to the original amount
owed by youReasonable legal fees may also be added
In addition, once your account is turned over to the outside collection agency,
we cannot negotiate any settlements and any information we have about your
account will be turned over to that collection agency, for the purpose of
collecting the bad debt.
Please refer to the enclosed invoice and/or statement
for the services that were performed by us and the amount owed by youIf
you disagree with anything that is listed on the invoice, please either write
or call us as soon as possible and let us know what you believe the discrepancy
is. We sincerely are willing to work out any problems in order to avoid the
formal collections process.”
This customer still owes us a total of $260.86; this includes the service
charge as it was approved by the lady of the house, interest and collections
fees, reasonable legal fees may also be added in the future

[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.  I appreciate that the company made several attempts to remedy the problem. Hopefully, the additional knowledge learned will be part of the company's standard installation practices for future gutter installations.
Regards,
[redacted]

Once again one of the owners of The Gutter Guys went over to this site and did some caulking along the roof edge on an inside miter and notified the homeowner.Hopefully this will take care of this this issue.[redacted]

Review: In May 2011, The Gutter Guys installed new gutters and Rhino Gutter Guards on my house. After the initial installation, I provided The Gutter Guys with photographs via e-mail showing that the gutters were leaking at the joints in the front and back of my house. On May 26, 2011, I received an e-mail from Ann DeGroot stating that the crew had returned and rectified the problems.

Fast forward to this spring's (2016) thaw when I noticed that a slow gutter leak over the back garage door had damaged my cedar siding and resulted in water damage to the door frame. Fixing the damage will cost more than $2k. The joint in the front of the house is also leaking, though I have not detected any damage (though there might be damage to the fascia behind the gutter).

On Feb. 20th, I e-mailed the company with photos of the leaks and damage, and asked what steps the company would take fix the leaks and to repair the damage caused by this defective installation. On March 21st -- more than a month later --I received a voice mail from Guy acknowledging receipt of the e-mail/images, questioning why I waited until near the end of my 5-year warranty to make a claim (I had not noticed the damage previously), and giving a general impression that the Gutter Guys' [redacted] poor workmanship and temporary patch job was somehow my fault.

On March 21st, I responded with both a voice mail and an e-mail that I received Guy's message and would be available today (March 25th) to meet with him to review the incorrect gutter installation and to discuss how to resolve the issue. Guy did not show and he has not responded by either e-mail or telephone.

My experience with this company is one of poor quality workmanship and truly heinous customer service.Desired Settlement: At the very least, I would like the company to make a PERMANENT repair to the gutter leaks at no cost as I believe that the installation is still under warranty.

I would be truly impressed if they were to to acknowledge that their inadequate initial installation led to a significant cost for me to repair and that they were willing to pay for a share of the cost of the repair. I acknowledge that I should have been more diligent and timely in noticing and reporting the gutter leaks that ultimately led to the damage; however, had they installed the gutters correctly or permanently rectified the issue in 2011, I would not be facing this significant repair cost.

Business

Response:

The homeowner was reached after several attempts and arrangements were made to repair a leaking miter. Much of the problem was due to leaves and such accumulated on top of the

Review: Gutter Guys quoted me a price to clean my gutters between $90 & $180.

After speaking with several people at Gutter Guys to arrange service and to discuss a price. I was quoted several time a price between $90 & $180. I agreed to pay $180. After the work was completed, I received an invoice for $280. I never agreed to pay $280.00.

Additionally, the Gutter Guys wed-site states:

Upon completion of our service, we will leave a tag on your door and within a few days we will mail you an invoice. Most Gutter Guys' gutter cleaning jobs fall within the range of $90.00 to $180.00 depending on a number of variables: size of the home, height of the house, roof slope, and the landscaping around the house.

Desired Settlement: I agreed to pay $180.00 only.

Business

Response:

Business Response /* (1000, 5, 2013/04/05) */

This customer contacted us as a new customer on 9/13/12. He agreed to a confirmed gutter cleaning between $90-$180 and if the price was more, we would contact him to get approval first. He also requested an estimate for a downspout repair. Our estimates are always free so we never do a job that is not confirmed with the customer in some way. On 9/19/12 our technician went to the home which turned out to be a large home (over 3200 sq ft) with many stretches of gutter and a steep, unwalkable roof. We had arranged to meetup with the homeowner on this day but he was not there to speak with the technician, so the tech spoke to his wife instead. She gave the approval for $280 but may have misunderstood the tech and assumed that the $280 would cover both the cleaning and the repair. Our tech did the cleaning only and our office gave them an estimate to replace the 20 ft downspout. Three different people from our office called this customer on 3 different days to work this out - 9/19, 9/25 & 9/27. Messages were left during all attempts except the last call on 9/27 in which the customer spoke directly to the owner of Gutter Guys. The owner told the customer that due to the misunderstanding he could pay $180 for this cleaning only but any future cleanings would have to be $280. No payment was ever received. On 3/5/13, our office left a message regarding the overdue balance and again no payment was received. On 4/1/13 a collections letter with additional fees was sent to the customer and at that point, he posted this complaint with the Revdex.com. If the customer would simply pay the $180 he claims to agree to for the past 6 months, we would then write off the balance owed to net his account to $0. Lastly, we NEVER misrepresented our gutter cleaning range. Our website does say "Most...jobs fall within the range of $90-$180 depending on a number of variables..." It is a fact that over 64% of our customers have a gutter cleaning price of $180 or less. In this case the price was more than the typical range but we had verbal approval from the customer to do the cleaning anyway. We hope this customer will quickly make good on his promise before we are forced to turn his account over to our collection agency as per the terms stated on our invoice.

Consumer Response /* (2110, 7, 2013/04/11) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

If Gutter Guys is agreeing to $180.00 for full payment, I will make this payment in full satisfaction of the service provided. Thank you.

Consumer Response /* (2110, 12, 2013/04/12) */

If Gutter Guys is agreeing to $180.00 for full payment, I will make this payment in full satisfaction of the service provided. Thank you.

Business Response /* (-10, 15, 2013/04/16) */

Yes, if we receive a valid payment of $180 within 3 business days (by Friday, April 19th), then we will accept this as payment in full for services rendered.

We have already turned this over to the collection agency but we are willing to take a loss of the additional charges if the customer immediately honors the commitment he made with Alex the owner back in September of 2012. If valid payment is not received by 4/19/13, then the entire charge including fees will be due to the collection agency as previously communicated.

Business Response /* (4000, 17, 2013/04/23) */

Yes, if we receive a valid payment of $180 within 3 business days (by Friday, April 19th), then we will accept this as payment in full for services rendered.

We have already turned this over to the collection agency but we are willing to take a loss of the additional charges if the customer immediately honors the commitment he made with Alex the owner back in September of 2012. If valid payment is not received by 4/19/13, then the entire charge including fees will be due to the collection agency as previously communicated.

Consumer Response /* (-5, 22, 2013/05/06) */

Payment has been made in full to Gutter Guys. Please have Gutter Guys contact their collection company NBCC (Ref. Account #A516715674)and notify them that payment to Gutter Guys has been paid in full.

Review: The owners of this business have no sense of responsibility to their customers. They are only interested in operating their business for their own convenience. They have more work than they can handle and should not take on new business. I contracted with Gutter Guys LLC at their full quoted price for a gutter cleaning, gutter repair and gutter installation on November 21 and provided a 50% deposit for the contract. As of the week of December 1, my job had not been scheduled so I called and spoke with [redacted], one of the owners. [redacted] told me that they wanted to do the entire job at once and were waiting for the weather to get colder which is when they did the installation work. As of December 13 I still had not heard back and I telephoned and left a message. [redacted] returned that call the same day leaving a voicemail stating that they would try to work me into their schedule the following week (week of December 16) depending on the weather. Given the snow and ice, they could not do the cleaning so they had to wait and see. On December 16 I called and spoke with [redacted] and asked why they had delayed doing the cleaning if they knew that snow and ice would be a problem. After all, they have been in business in New England for over 20 years and should know the variability of the weather (2013 is not the first year that it has snowed in December). I told [redacted] that had they told me at the time of contracting with them on November 21 that they could not do the cleaning for at least 3 weeks because of backlog, I would have contracted with someone else who would be sure to get the job done quickly (i.e., before the weather would become an issue). [redacted]'s response was to say that I did not want help and all I wanted to do was complain so he was going to cancel the contract and return my deposit with no interest in doing any work for me. Now I am left "high and dry" so to speak, with gutters full of leaves and ice & snow on my roof that will melt and cause problems to my gutters and house.Desired Settlement: I would like Gutter Guys LLC to be held accountable and responsible for performing the work as contracted in a professional and workmanlike manner.

Business

Response:

By all means

our Customer had a right to be annoyed with us. In my opinion we did not so

much come up short with our job performance but more with our communication

with the him.

Review: We hired Gutter Guys (out of Stamford CT) to clean gutters in July 2013. They came to our house and were here for less than 10 minutes and cleaned only half the gutters on my house. Charged me $180. When I called to ask them to complete the job, they said it would cost me for another visit. They keep sending me bills of increasing amounts and I keep telling them to finish the job.Desired Settlement: I want them to either (1) come finish the work and I will happily pay in full or (2) stop billing me for work they did not do.

Business

Response:

This

customer’s account was turned over to an outside collections company on or

after March 21, 2014.