Gutter Masters, LLC

[redacted] ,I am very sorry that you are so upsetPlease send me the names of the gutter contractors who came out and found fault with our workMost of our competitors are our friendsI am more than willing to consult with them to gather more information that will hopefully lead to a satisfactory resolutionYou continually speak of "shoddy" workPlease provide a detailed technical description of what other experts have told you so that we better understandWe are professionals in our field and we have honestly tried to see what you're seeing but are missing itTechnical details may help lead us to the right place to lookWe have not found anything wrong with the gutters as they are nowOriginally, when we came out to replace the front section we found that debris was hindering the flowDue to the amount of debris the gutter may need to handle in the future and the length of the piece between downspouts more hangers could be useful and an added downspoutWe charged you $for the downspoutI have the credit card transaction receipt in handIt was not $but $We replaced the section at our expense and included more hangers in the new pieceYou're correct in stating that we missed hangers on the new sectionI have a picture of the section and it was exactly that were missedI apologized for that over sight and sent the guys back out the very next morningWhen we left your home during that trip everything was checkedIn our opinion, all of the gutters were as they should beI would like to schedule a meeting with you at your home with the company ***, [redacted] We would like to go over the installation in detail with you onsite to hopefully be able to see the extensive damage you have referred to and make it right with you once and for allAre you available Wednesday, 6/in the morning or afternoon? Please send me a detailed technical description of what other professional have outlined to you as "shoddy" as well so that we can do our homework and be prepared for the meeting.I would like to close by apologizing again for the inconvenience and disappointment that you have experienced with usThat was not our intentionWe take pride in our work and never want to put our name on work that is inadequateWe simply do not see the inadequacies in the job as you do right nowWe are willing to continue to try to please youPlease let me know your availability on 6/to meet If that is not a good day, Mr [redacted] can be available during regular business hours Tuesday, 7/or any weekday after thatThank you for your time

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 meThe offer to replace the downspouts is because that's what was ordered.I was called by [redacted] manager of Fun Time Skate Land after a heavy rain Mr [redacted] said to me that several downspouts had come dislodged from the (newly installed commercial steel) guttering because of the rain, and he took one inside to keep the children from playing with it He also expressed his concerns regarding two other downspouts that were separated from the guttering, and that they could injure a child if not secured as soon as possible It was at that time I discovered that residential downspouts, made of aluminum rather than steel, were used instead of commercial downspouts I contacted the company and discussed the entire matter in length with their representative The company sales repsaid he would replace the residential downspouts on the front of the building I agreed and said that would be sufficient He said to me, "I believe that you thought that commercial downspouts was what you were going to get." He then said, "I'll have to pay for them out of my own pocket", and "that it might take a few weeks because he had to order them." The company has not made good on their offer made several months ago, and all our recent attempts to reach them by phone over the past month, except to one of their installers, have not been successful I have taken this action in hopes the Revdex.com can motivate them to do what they have said, and dispense with further excuses At this time the guttering company has not said WHEN they intend to do the worked promised by them Regards, *** ***

Complaint: [redacted] I am rejecting this response because:I have never had to personally be there for you to examine your workmanshipLet's make that clearYou are fully aware of my address and are welcome to come by my home without disrupting us and review your workmanshipHowever, please make note that any underlying damage from massive overflow/bending and/or stressed gutters may not be seen from the onset, i.efascias wood rotThus, the reason we're asking for a re-doOnly after removing everything, will we truly be able to ascertain damageI never asked you for any monetary amount and only stated your check (whatever it would be) would NOT be enough for our stressYou state you cannot understand why we're so frustrated, tell me how long we had to endure the embarrassment from neighbors to see a bend sticking out from the center front of our home? Remind me how long it took you guys to come out after repeatedly calling? Do tell? And how long did it take for someone to come out (after my initial email) to secure the handing clamps? Please tell? Regards, [redacted]

Our company was hired to install gutters for Mr [redacted] who was doing the roofing work on Funtimeconversations were had about the type of material to be usedour understanding was to use a standard inch k style gutter with standard downspoutswe installed the job and the contractor approved the work and remitted payment for the workseveral months later, the contractor then called and said that the owner of funtime had called him and complained that some of the kids had been knocking down some of the downspouts and that she wanted heavier grade downspoutswe did return out to put a spout back up that was not any fault of ourswe cannot warranty behavior of kids at a skating rinkwe made this correction at no costas for the end caps I am assuming he is referring to some sort of rake trim accessory to the half gable end of the roofthat is a roofing trim and not a gutter trima slanted end of a roof line cannot handle or hold gutterwe do not handle roofing accessories and would never have agreed to do any roofing workit is hard to say that we have not taken their calls since the complaint admits that he spoke with our company several times and that we have already been out to the site for repairsin the meantime we have already ordered a heavier grade downspout and have this job on our schedule to change out those spouts at no charge to anyone but our companywe have been willing to do this in an effort to maintain a reputation in the marketplace even though we feel like this was not our issuewe hope this will satisfy the customer and that this issue will be fully resolvedregardless of the grade of material we cannot warranty the damages caused by kids playing around

Complaint: ***
I am rejecting this response because:Dear Sirs:I hate to break the suspense to you, but your own *** that recently came out to secure the clamps told me there is NO WAY that a whole section would be missed, like thatHe agreed it was was totally SLOPPY! An stated, "It wasn't me who came out!" I stated "Almost Intentional, right guys!" Every contractor I 've had to come out is preparation on our behalf should this not be resolved anytime soonNo coercion on your part is neededPlease stop sending emails to my work address, it's becoming harassingI do not need anymore bullying tactics
Regards,
*** ***

Mr. and Mrs [redacted],Our intent is definitely not to bully. We want to please you but you're requesting a full refund and have not provided any real proof that would deem that necessary. I've simply requested that you send me what you have learned from other professional gutter companies so that we can better understand the horrid conditions that we have not recognized about your gutter system. If you would rather not share that information we understand but you are also not willing to allow the [redacted] of our company out to review the issues himself. We are not completely closed to refunding your money but I would hope that you can understand that we need more information. At this point we feel stuck somewhat not knowing what to do next. We are not going to refund your money based on what we know right now which is that 4 hangers equaling 6 feet of a 70 foot run of gutter were missed originally and repaired immediately once we were notified. The installer that works for our company that made the repairs did note to us that the work done the day we sent our crew out to replace the section was not as good as it should have been. Due to that information, the installer that did that work has been let go and no longer works for our company. The original crew that installed the full system included the installer you spoke with that day that you seem to trust. He installed the entire system on your home originally so the only section that should be in question is the replaced front piece. The day we came out to replace the front piece we found the gutter full of debris and the downspouts blocked. That is what caused the original damage to that section. Any gutter company's warranty is voided if the gutters are not properly maintained. Had we simply stated that day that we were not willing to help you any further due to the poor maintenance of the system we would not be discussing the few hangers missed on the section we replaced as a courtesy to you at our expense. That same installer also said that he inspected the entire system and felt like everything was in good working order. He did state that the system would most likely be full of debris again soon due to the number of trees on the property so we should make note of that in your file for future reference when you call again. If you would agree to allow us to inspect the system we will bring that installer with us for you to consult with as well. I didn't realize that you were present the morning of 6/7/16 when we sent the crew out. I thought the original complaint with the Revdex.com stated that we did not show up to make the repairs to the hangers?? The bottom line is that we are fully engaged and open to working towards a reasonable fair solution. For any progress towards that solution to be made, we need more information and an opportunity to inspect the system. You seem to be so upset and I honestly can't figure out what we have done to cause you to be. We have worked with you and been attentive to this problem. I have apologized repeatedly. If the gutters are not functioning as they should be at this point we want to help you. Our lead installer who you spoke with insures us that they are and that the hangers missed caused no problems or permanent damage. You disagree but have not elaborated or provided any technical information that would lead us not to believe our installer. The [redacted] of our company has also asked you to meet and allow him to personally inspect the system. We are open to you bringing any and all of your professional contacts out to the same meeting. You have refused all of our requests and simply want us to write a $1000 check to you. Please understand the lack of logic we feel that scenario holds. We are still open to all reasonable circumstances that would allow us to gather more information to come to a solution. In order for that to happen though you are going to have to be cooperative. It is my understanding at this point that you do not accept any of the options that we have offered. You are only willing to accept a check in the amount of $1000 from our company with no questions asked from us. Please correct me if I am misunderstood. It is not my intention to twist facts or bully anyone. I just want to be sure we fully understand your position so that there is no misscommunication on our part. Thank you for your time.

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. The offer to replace the downspouts is because that's what was ordered.I was called by [redacted] manager of Fun Time Skate Land after a heavy rain.  Mr [redacted] said to me that several downspouts had come dislodged from the (newly installed commercial steel) guttering because of the rain, and he took one inside to keep the children from playing with it.  He also expressed his concerns regarding two other downspouts that were separated from the guttering, and that they could injure a child if not secured as soon as possible. 
It was at that time I discovered that residential downspouts, made of aluminum rather than steel, were used instead of commercial downspouts.  I contacted the company and discussed the entire matter in length with their representative.    The company sales rep. said he would replace the residential downspouts on the front of the building.   I agreed and said that would be sufficient.   He said to me, "I believe that you thought that commercial downspouts was what you were going to get."  He then said, "I'll have to pay for them out of my own pocket", and "that it might take a few weeks because he had to order them."  The company has not made good on their offer made several months ago, and all our recent attempts to reach them by phone over the past month, except to one of their installers, have not been successful.  I have taken this action in hopes the Revdex.com can motivate them to do what they have said, and dispense with further excuses.  At this time the guttering company has not said WHEN they intend to do the worked promised by them.  
Regards,
 
[redacted]

Gutter Masters does not agree with what has been stated in this complaint. It is accurate that in January of 2016 we quoted this job. Our original quote was higher but the customer negotiated the cost down to $1000. The gutters worked fine until April of 2016. At this time we received a call about...

overflow and bowing in the front gutter. We agreed to send a crew out to address the issue and agreed to replace the front 70 foot section that was bent at no charge to the customer if we found fault in the installation. It is accurate that we had to reschedule due to installers being absent from work unexpectedly, but we did go in a timely manner. When we arrived we discovered that the gutters were clogged with debris and the downspout outlets were blocked with leaves. Our warranty clearly states that it will be voided if gutters are not maintained properly. Despite this we still replaced the piece at no charge to the customer. We advised that a downspout be added to help with drainage. We added the downspout. The customer called shortly after the piece was replaced to report that a short span of hangers on the new piece were not fastened. My crew returned the very next morning and took care of the hangers. This occurred on 6/7/16. I have not heard anything form this customer until today, 6/22/16, when this complaint came through. To address the slope on the gutter...The house is an older home and the front fascia is very uneven. This is common for older homes due to settling. Our gutter is hung with a level to insure flow. If the fascia was perfectly level we could use the mathematics the customer found as a reference to gutter installation on Google. Unfortunately that was not at all the case on this home. If there is a visible slope it is because there is 70 feet between downspouts (prior to the new one being added) and the fascia is uneven. As for the quality of material....the material was purchased at [redacted]. [redacted] is the leading manufacturer of gutter material in the US. This is where any gutter company in [redacted] would have purchased the material. ** requires .027 gauge aluminum be used to construct seamless gutters. That is what she has. We have done our best and feel like we have gone above and beyond to rectify this matter. We could have voided the warranty on the first trip when we found that the gutters were clogged but we did not. We replaced the piece damaged by the over flow which was worth $300 as a new install to avoid anymore controversy. We did accidentally miss roughly 5 hangers out of 25 but returned to take care of it the following day after being contacted. Gutter Masters has been in business for many years and has a very good reputation in the community. We are happy to provide references upon request to anyone considering hiring us. The wrong thing to do in this situation would have been to entirely ignore this complaint from the beginning. We have been fully engaged in trying pleasing these people from the initial negation of the contract.

[redacted],I am very sorry that you are so upset. Please send me the names of the gutter contractors who came out and found fault with our work. Most of our competitors are our friends. I am more than willing to consult with them to gather more information that will hopefully lead to a satisfactory resolution. You continually speak of "shoddy" work. Please provide a detailed technical description of what other experts have told you so that we better understand. We are professionals in our field and we have honestly tried to see what you're seeing but are missing it. Technical details may help lead us to the right place to look. We have not found anything wrong with the gutters as they are now. Originally, when we came out to replace the front section we found that debris was hindering the flow. Due to the amount of debris the gutter may need to handle in the future and the length of the piece between downspouts more hangers could be useful and an added downspout. We charged you $40 for the downspout. I have the credit card transaction receipt in hand. It was not $200 but $40. We replaced the section at our expense and included more hangers in the new piece. You're correct in stating that we missed 4 hangers on the new section. I have a picture of the section and it was exactly 4 that were missed. I apologized for that over sight and sent the guys back out the very next morning. When we left your home during that trip everything was checked. In our opinion, all of the gutters were as they should be. I would like to schedule a meeting with you at your home with the company [redacted]. We would like to go over the installation in detail with you onsite to hopefully be able to see the extensive damage you have referred to and make it right with you once and for all. Are you available Wednesday, 6/29 in the morning or afternoon? Please send me a detailed technical description of what other professional have outlined to you as "shoddy" as well so that we can do our homework and be prepared for the meeting.I would like to close by apologizing again for the inconvenience and disappointment that you have experienced with us. That was not our intention. We take pride in our work and never want to put our name on work that is inadequate. We simply do not see the inadequacies in the job as you do right now. We are willing to continue to try to please you. Please let me know your availability on 6/29 to meet.  If that is not a good day, Mr [redacted] can be available during regular business hours Tuesday, 7/5 or any weekday after that. Thank you for your time.

Our company was hired to install gutters for Mr. [redacted] who was doing the roofing work on Funtime. conversations were had about the type of material to be used. our understanding was to use a standard 6 inch k style gutter with standard downspouts. we installed the job and the contractor approved...

the work and remitted payment for the work. several months later, the contractor then called and said that the owner of funtime had called him and complained that some of the kids had been knocking down some of the downspouts and that she wanted heavier grade downspouts. we did return out to put a spout back up that was not any fault of ours. we cannot warranty behavior of kids at a skating rink. we made this correction at no cost. as for the end caps I am assuming he is referring to some sort of rake trim accessory to the half gable end of the roof. that is a roofing trim and not a gutter trim. a slanted end of a roof line cannot handle or hold gutter. we do not handle roofing accessories and would never have agreed to do any roofing work. it is hard to say that we have not taken their calls since the complaint admits that he spoke with our company several times and that we have already been out to the site for repairs. in the meantime we have already ordered a heavier grade downspout and have this job on our schedule to change out those spouts at no charge to anyone but our company. we have been willing to do this in an effort to maintain a reputation in the marketplace even though we feel like this was not our issue. we hope this will satisfy the customer and that this issue will be fully resolved. regardless of the grade of material we cannot warranty the damages caused by kids playing around.

Complaint: [redacted]
I am rejecting this response because:Listen, this job is relatively new with your company and I have called a few local companies who have literally come out and viewed your work. After viewing the pictures of damage since installation all 3 gentlemen agree that the damage is do to improper installation and not a few leaves. So, since you admitted in both cases the brackets were the issue, please stop referencing a few leaves as the issue. (After only a few months) The brackets were either missing or erroneously spaced. Any gutter professional with eyes can see the pictures and instantly know the error, as botched job. I believe I received a botched job because I negotiated at a lower fee and even asked your [redacted] if I would receive a less quality job. The last call for a whole section of missing brackets is completely an unacceptable. No one obviously checked this job for quality workmanship. That alone says novels about your company. The pictures speak a thousand words. Consider if you will, the weight of torrential rain and literally no brackets attached. I assume that alone would put a put a major strain on the remaining gutter. There is no doubt in my mind that the quality of your work is questionable; no matter how many years you've been in business. As I write this message, it's been ONLY six months. The very first call for the bend in the gutters you said that the brackets were not spaced appropriately. You came to that conclusion by an emailed picture. Your analysis is consistent with the other gutter professionals that have looked at the pictures. You said 'sorry' in our last conversation via email and I agree, we have received 'sorry' work on our home. No matter the cost. A recent installation that has now been under stress of abnormal circumstances that normally would not occur if the job had been done correctly, to begin with. You must know that there's a chance of underlying damage that may potentially result in our gutter material not lasting the typical lifespan. And, might I mention, the manufacturer of the gutter most likely will not honor our warranty do to these extenuating circumstances, i.e. a botched-up installation job. That may very well be my next recourse, is to contact them and share our pictures. I'm almost sure their warranty would be voided, instantly. It would behoove us to find resolution, sooner than later. I have plenty of time.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have never had to personally be there for you to examine your workmanship. Let's make that clear. You are fully aware of my address and are welcome to come by my home without disrupting us and review your workmanship. However, please make note that any underlying damage from massive overflow/bending and/or stressed gutters may not be seen from the onset, i.e. fascias wood rot. Thus, the reason we're asking for a re-do. Only after removing everything, will we truly be able to ascertain damage. I never asked you for any monetary amount and only stated your check (whatever it would be) would NOT be enough for our stress. You state you cannot understand why we're so frustrated, tell me how long we had to endure the embarrassment from neighbors to see a bend sticking out from the center front of our home? Remind me how long it took you guys to come out after repeatedly calling? Do tell? And how long did it take for someone to come out (after my initial email) to secure the handing clamps? Please tell? 
Regards,
[redacted]