Gutter Helmet of St Louis LLC

Initial Business Response /* (1000, 5, 2015/01/22) */
Gutter Helmet is committed to complete customer satisfaction. As always, we have and will continue to stand behind our warranty at this location. We have worked with this customer on numerous occasions to correct the installation. We...

could not make the system work properly based upon roofing issues. We had asked to have the roofing work completed so we could make the job right. Unfortunately, the customer never even called us back after having the roofing work completed and filed this Revdex.com complaint. We visited the home on 1/19/2015 to inspect and returned on 1/21/2015 to make the necessary product changes and adjustments to correct the situation now that the roof was replaced.Thank you.

Initial Business Response /* (1000, 6, 2015/06/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mygutterhelmet.com
Gutter Helmet takes great pride in providing our customers with top notch products & customer service. In regards to this case, here...

are the facts:
Our representative visited Ms. [redacted]'s home at her request on May 12,2015. Ms. [redacted] agreed that Gutter Helmet's products and solutions would meet her needs and signed a contract and placed a $1200.00 deposit on said contract to have work performed on her home. The installation date was set for June 17, 2015.
Ms. [redacted] then called our office on June 08, 2015 instructing [redacted] (we have no [redacted]), to cancel her contract and refund her deposit. She stated she needed to have some roofing work done and desired to cancel her contract. [redacted] informed her we would be happy to reschedule or postpone her job to a later date if need be, but he was not authorized to cancel the contract. She became belligerent and informed [redacted] she would file a Revdex.com complaint if we did not refund her money. She did also state that she had sent an email which she felt was ignored by our company. She states that the email for our rep is not valid, that is incorrect. The exact text from her email, which I would be happy to forward to the Revdex.com is listed below. The email was sent to a general mailbox ([redacted]@mygutterhelmet.com, which I monitor) and to [redacted]@mygutterhelmet.com. Our reps email address is [redacted]@mygutterhelmet.com (she left out an L).I did receive her email on June 04, 2015 and checked to make sure her job was on schedule as well as spoke with our Production Manager after forwarding the pictures to him. Nothing in her email suggests she wishes someone to call her, only that she wanted to provide the pictures so we were aware of the problems she was experiencing with her existing gutter system. Here is the email:
From: [redacted]
Sent: Thursday, June 04, 2015 12:39 PM
To: [redacted]@mygutterhelmet.com
Cc: [redacted]@mygutterhelmet.com
Subject: Gutter Helmet Installation of June 17th at XXXXX [redacted]
Attachments: IMG_0407.JPG; IMG_0411.JPG; IMG_0413.JPG; IMG_0418.JPG

Hi [redacted]

I wanted to forward these photos I took of the continuing problems with my gutters and I realize the amount of rain we had. I needed your company to see how these gutters operate while even when I don't have a heavy rain. I'm hoping your company will be able to provide a better solution to this problem.

Thank you,

[redacted]
XXX-XXX-XXXX
I want to be clear that we have performed no work at this location, and the problems she is experiencing with her existing gutter system I would think are the very reason she called us in the first place. We would love to provide the solutions she contracted to have performed and end her gutter problems for good. We have made several attempts to reach out to her, but she will not take our call (as stated in her complaint). It is impossible to resolve anything because her solution is no communication. Our desire would be to speak with her to discuss this matter. She may call our office @ (XXX) XXX-XXXX and ask for [redacted] and I would be happy to discuss this matter. Thank you.

Initial Business Response /* (1000, 6, 2015/06/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mygutterhelmet.com
Gutter Helmet takes great pride in providing our customers with top notch products & customer service. In regards to this case,...

here are the facts:
Our representative visited Ms. [redacted]'s home at her request on May 12,2015. Ms. [redacted] agreed that Gutter Helmet's products and solutions would meet her needs and signed a contract and placed a $1200.00 deposit on said contract to have work performed on her home. The installation date was set for June 17, 2015.
Ms. [redacted] then called our office on June 08, 2015 instructing [redacted] (we have no [redacted]), to cancel her contract and refund her deposit. She stated she needed to have some roofing work done and desired to cancel her contract. [redacted] informed her we would be happy to reschedule or postpone her job to a later date if need be, but he was not authorized to cancel the contract. She became belligerent and informed [redacted] she would file a Revdex.com complaint if we did not refund her money. She did also state that she had sent an email which she felt was ignored by our company. She states that the email for our rep is not valid, that is incorrect. The exact text from her email, which I would be happy to forward to the Revdex.com is listed below. The email was sent to a general mailbox ([redacted]@mygutterhelmet.com, which I monitor) and to [redacted]@mygutterhelmet.com. Our reps email address is [redacted]@mygutterhelmet.com (she left out an L).I did receive her email on June 04, 2015 and checked to make sure her job was on schedule as well as spoke with our Production Manager after forwarding the pictures to him. Nothing in her email suggests she wishes someone to call her, only that she wanted to provide the pictures so we were aware of the problems she was experiencing with her existing gutter system. Here is the email:
From: [redacted]
Sent: Thursday, June 04, 2015 12:39 PM
To: [redacted]@mygutterhelmet.com
Cc: [redacted]@mygutterhelmet.com
Subject: Gutter Helmet Installation of June 17th at XXXXX [redacted]
Attachments: IMG_0407.JPG; IMG_0411.JPG; IMG_0413.JPG; IMG_0418.JPG

Hi [redacted]

I wanted to forward these photos I took of the continuing problems with my gutters and I realize the amount of rain we had. I needed your company to see how these gutters operate while even when I don't have a heavy rain. I'm hoping your company will be able to provide a better solution to this problem.

Thank you,

[redacted]
XXX-XXX-XXXX
I want to be clear that we have performed no work at this location, and the problems she is experiencing with her existing gutter system I would think are the very reason she called us in the first place. We would love to provide the solutions she contracted to have performed and end her gutter problems for good. We have made several attempts to reach out to her, but she will not take our call (as stated in her complaint). It is impossible to resolve anything because her solution is no communication. Our desire would be to speak with her to discuss this matter. She may call our office @ (XXX) XXX-XXXX and ask for [redacted] and I would be happy to discuss this matter. Thank you.