Gutter & Roof Solutions NW

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 meSincerely, [redacted]

We have had a major change in the Production Department The new Production Manager, Daniel H***, has been in contact with MrK [redacted] and has an appointment to meet with him tomorrow, April 14th, After speaking to MrK [redacted] , Daniel has a good idea of what is going on and is planning to work with the homeowner on a resolution to the issue he is having We are extremely disappointed that it has come to this point with no resolution thus far, but are appreciative of the home owner allowing another opportunity We are confident that we will find a suitable resolution

We will let you out of the contract even though you are far beyond your recession period. Unfortunately, we will take the financial loss on the custom ordered materialsFor this reason, we typically do not accept contracts without deposit because without the homeowner’s financial investment in the project, cancellation does not affect them
The only stipulation is that we are allowed to pick up the materials you have in your possession at an arranged date and time within the next two weeks and you agree that you will not initiate any negative comments, reviews or otherwise about Gutter Solutions NW, Inc. To arrange a date and time, please email Hal at [email protected]
We certainly wish we could have come to a better conclusion and completed the project as agreed, but we are happy that there is a resolutionTake care

Complaint: ***
I am rejecting this response because:I'm a deeply disappointed in the reply received from this companyThey should be ashamed of themselvesAs I stated previously, I patiently waited for a SaturdayI was told they worked SaturdaysI am happy to hear they have made some policy changes to their companyI hope that in the future other customers don't have to go through what we went throughIt's simpleThe company either makes service calls to existing customers or they don't. The company stated “they do service appointments occasionally on Saturdays”. Every single time I had a Saturday appointment scheduled w/ them, they called to “bump me due to jobs running over”. The company still has failed to explain why they insist & promote the customer to waive their presence during service appointmentsI am VERY disturbed that this company continues to lie to the Revdex.com. I am thankful I can contact the Revdex.com to have a record of how dishonest this company is. The only time we had to become abrupt & rude was when they, without permission, showed up to my house & accused us of not keeping our appointment on Friday 03/31/17. In fact, we very graciously would call the day before a scheduled appointment to VERIFY they were in fact coming out as they had stated they would.I read the reviews of this company before hiring them. We gave them the benefit of the doubt & thought that any past complaints that had been reported were due to unreasonable customers. Unfortunately we learned our lesson & WILL NOT be referring this company to anyone we know. I hope this companies new procedural & personnel changes can improve the quality of their customer service that is administered
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Complaint: ***I am rejecting this response because: I called them several times, I even notified the schedular we would be out of town on certain dates, a day before we were to leave he called and said he could come out while we were goneNOT gonna happenI tried to work with them and they keep putting me offAs for the TPOI talked to two other contractors who have over years in roofing and they said you can install the TPO wheather it was wet or not because they are removing the old and putting in the new onesthey keep putting me off and offthey came out dropped off the TPO and the man got on the roof, and then left without doing anything As far as I am concerned they did not fulfill the contract they said they were doingwhich was completing the tpo and three days later doing the work before thanksgivingthen one excuse after anotherI am sorry they ordered special productsBUT if they had followed thru and did what they promissed I would have my roof fixed by now and with winter upon us the roof and rain will not let them do the work so I have to spend to get a temporary fix to keep my basement from flooding ...because the downspouts which they were supposed to fix was and is being pluggesd up by leaves and pine needles...Sincerely,*** ***

I apologize for the difficulties you have experienced with your new roof. I also apologize for the lackluster follow through that you have received from our company. From what I understand, your issues have been addressed by one of our roofers and taken care of as of June 23, 2017.
We appreciate your patience. Please let us know if we can be of further service

Complaint: ***
I am rejecting this response because:
First off NO you did not send any crew what so ever to my home to secure any tarp! I also Never called and told Tracey I was satisfied with the job and crew was great! I called day after job to inform you that the roof was leaking so you are definitely wrong to turn in any papers to collect the balance to the bank and I even called the bank to let them know the job was not done and I was being put off with excuses and I can assure you I had at least different excuses from your company! You sent a guy to drop off a tarp and it was laying in my driveway when I got home! I PUT THE TARP ON MY ROOF MYSELF! You out right lied about claiming you sent a crew to secure the tarp! I DID IT! NOT YOU! I have a neighbor who witnessed me doing so and my husband knows the truth! The leak was NEVER DISCOVERED MONTHS LATER......I CALLED THE DAY AFTER YOUR *** *** CONTRACTOR WAS SO-CALLED DONE! I stated in past I have written document of incidents and what all Excuses given and...I took photos! I saved text messages from you with many excuses! I saved phone recorded messages of your continuing to apologize but oh again had to change day etc etcI have written, text, phone recorded messages, and photos of the horrific head ache I have been enduring for *** near a year! I am furious that you are out right lying to try to cover your rears! This is horrible business and you failed in all ways! By law you had to come fix the roof reguardless of when job done or if I called with in an hour of completion or a day later it doesn't matter you have to abide by your contract and the roof warranty you had to fix this the leaking and the back corner done inproper and add more caulking since it was never done properly either! Your office even admitted to having several complaints and jobs that are all being fixed due to the bad job the employee you had at the time did! I should be compensated in some way for this horrible situation and now the fact you are making statements and lying about what actually happened! This is disgusting and horrible! I can't believe you are actually making such claims and you know you did a bad job and that it IS your fault and you did cause me great stress and missed days of work to be at my home then your guys dont show or you call hours later to say it changedhave you no respect or common curtesy!? I deserve better from you not just a sorry and lie stated by you! I sincerely hope you do the right thing! I have enough documentation and photos to back my statements! I have a few witnesses as well! I hope the Revdex.com looks into this matter more closely! I have enough to proove to them I was not treated well and given great stress!
Sincerely, *** ***
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Complaint: ***I am rejecting this response because:This company needs to get their story straightPathetic.When we first experienced the rut at the bottom of our gutters, we called in & requested someone come out to look at the quality of the install jobI do not disagree that there had been extreme weather this winter, however I had several interactions w/ Tracy in trying to schedule a dateEVERY TIME I talked w/ her, I requested to be present when a rep from the company came outShe said "THEY TYPICALLY DO NOT WORK SATURDAYS"SHE NEVER SAID "WE DO NOT WORK SATURDAYS"Every time we set up an appointment, it was for a SaturdayIf she had simply said they do not work on Saturdays that would have solved half of our issues! The other problem we have, is this company constantly insisted the homeowner did not need to be present, for BOTH install & follow up workWe are not the type of customers that spend over $for work on our house, NOT to be present during ANY of itThe fact that they kept trying to talk us into waiving our presence seemed suspicious & now we understand why.We had been told time & time again that we kept getting bumped because Saturday jobs "tend to run over & they never know how long a job is going to take"WHY DON'T YOU HAVE A SPECIFIC DAY FOR STRICKLY WARRANTY FOLLOW UP? Why should a customer get bumped over times because YOU don't know how to schedule jobs?! I HAVE NEVER HAD TO CONTACT THE Revdex.com OR AG'S OFFICE ABOUT A COMPANY UNTIL NOWThe fact that WE had to take the time to call Tracy on 03/21/17, to see if they were still coming out on 03/22/is A JOKEWe planned on being home all day on 03/22/because that's what we were told our appointment day wasWe didn't trust that they were going to come out & it's a good thing we called because we got "BUMPED" againAfter this conversation on the phone, I indicated to Tracy that I would be contacting the AG's office & I would no longer be communicating w/ this company until I heard a response on my filed complaintI NEVER AGREED TO BE HOME ON 03/31/17.On 03/31/17, I rec'd a phone call from one of the workers indicating he was at my house but could not look at the gutter due to the gate being lockedI asked him why he was at my houseHe told me his boss informed him to stop byThis was at 2:30pmI just happened to be off early that day as I was taking my month old to a doctor’s appointmentI informed the caller I was in Sumner and I could be at my house in minutes to unlock the gateAs soon as I got off the phone, I saw a company vehicle from NW Gutters driving down highway When I saw the vehicle, I immediately called the rep from the company backThe first thing I asked him was "Are you on 410?” He didn't reply & stuttered trying to understand what I was talking aboutI told him I was on my way up there to unlock the gateHe advised me his boss told him to come back MondayI never agreed to anyone coming to my house on Monday & was infuriated, so I hung up on himShortly after that, I rec'd a phone call from Tracy telling me they would come out MondayI told her why should I believe her, as we had been bumped so many times & we would have to take time off from work in order to be at our house on a Monday.In rebuttal to the company’s written response, they even say "Our crews do not typically work on weekends"DO THEY OR DO THEY NOT WORK SATURDAYS? It's a Yes or NoApparently it's a no but they didn't have the guts to tell a customer thatI was unaware I would have such trouble with this company, if I did I would have requested all of my interactions be documented & emails regarding scheduled appointments

On a buigutter project like Mr***, we have the Valor custom made for the buigutter trough, so that the Valor fits perfectly. For this reason, we have an installer get custom measurements for the Valor double-run. We ordered the materials for his project on
10/7/15. The scheduling conflict was due to us needing dry weather to install the TPO membrane. We communicated with him regarding the delays. With regard to the finance documents mishap, we were newly using Salal Credit Union for financingI had mistakenly sent him the documents twice as I was learning the new system. I apologized and explained why that had happened.On Monday, November 9th, I received an email from Mr*** stating, “We have had some changes here we may not be able to do the gutterswe may have to cancel the jobI have to go into the hospital on tuesday, we should know something by the end of the week.” To which I replied, “I'm sorry to hear that you are ill. I hope things turn out okay. As for the job, we have custom ordered the material for your project. Maybe it is something we can put off until your health is better?” The next day, I receive his response, “I actually doubt we will be doing the jobbut we will let you know..nmoney jsut got real bad on this end..” To which I replied, “I hope this email finds you feeling better. On a buigutter project, we have the Valor custom made for the buigutter trough, so that the Valor fits perfectly. For this reason, we had an installer come out to get custom measurements for your Valor double-run. We ordered the materials for your project on 10/7/15. We have already spent a significant sum to order the materials for your project. You are outside of the 3-day rescission period and we cannot simply absorb the cost. Your financing is in place and we would like to work with you to get the work done. Please contact me at your earliest convenience.” He then sent an email with language much like what he said in his complaint to the Revdex.com.At this point we have custom ordered materials for his project. I offered to put off the work until he is feeling better. We would like to fulfill the contract and complete the project for him. There is no rush on our end. We just cannot absorb the cost of the materials that we have custom orderedHe is more than welcome to pay for the materials he has and the gutter guard we have at our shop customer ordered for his project. We hope that we can complete the project and end as friends

Ms***,We are deeply apologetic for any difficulty this project has caused youWe understand it can be frustrating when challenges arise on a large home projectHowever, there are a few points you made in your review that we would like to address.You expressed satisfaction when your roof was initially completed, and even called to express to Tracy, our Customer Service representative, how happy you were with the work and the crewAt that point you signed the certificate of completion, indicating your satisfaction with the work. It was only at this point that your account was sent into fundingIf you were not satisfied with the quality of work or noticed any issues, that would have been the time to express your dissatisfaction and any issues you had would have been remedied before funding began.Your statement that you called in to our office is accurate, however nearly every time either Tracy or our production manager were on hand to speak with youNo calls were intentionally ignored or not returned, and if we did miss a call back to you, it was an unfortunate oversight. We do not lie to our customersYou were notified of nearly every necessary scheduling change, barring once where we acknowledge a miscommunication in our officeAs you stated, there were personnel changes within the company which we attempted to make as smooth as possible to avoid inconvenience to our customers. One of our work trucks did break down, something which, unfortunately, is out of our control. I assure you, these were genuine difficulties, not excuses to avoid correcting your problem.At no point would we ever recommend going on the roof yourself to resolve an issueYou chose to do so of your own accord and only after called in to advise us of an issue with leakingTarps were dropped off at your home by our warehouse crew and then the roofing crew went out and secured the tarp over the area where the leak wasIt took several months to correct the issue due to weather issuesSafety is a priority and we will not allow a roofing crew up on a roof in inclement/winter/excessively rainy weatherWe did have a change in production managers and an interim before our permanent production manager joined usUnfortunately, during that interim there was a miscommunication in-house about your appointmentYou were notified of the change.At no point were your calls ignored nor were you spoken to rudelyWe treat all our customers with respect and we do not have caller ID on our business linesUsing a different number would have no effect on our response timeAll calls are answered when someone is available to do so and the voicemail system is active and checked regularlyThe staff is familiar with your project and it's difficulties, barring one or two new hires who have quickly been brought up to speedWe have not received photos of any damage relating to the leakAt one point you informed Tracy that the roof leak appeared to have ceasedShe told you that our crew would still come out to make sure the problem was fixed and said that you were appreciativeShe was unaware that you had missed work or stayed home to wait for the crews as you had never expressed that to her.In summation, your project was completed and a leak was discovered several months laterAfter the inclement weather passed and after multiple attempts due to necessary rescheduling, your issue was resolved at the end of June when our roofer went out to fix the leaking seam

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. Sincerely, [redacted]

It’s unfortunate that Mrs. [redacted] rejected our response to her complaint. To address some particulars in her complaint - it is true that we do not work on Saturdays. However, we do service appointments occasionally on Saturdays. Mrs. [redacted] insisted on a Saturday service appointment, at which time she was informed that we worked one Saturday per month for service appointments  The first Saturday available was in February. We unfortunately missed that appointment. That was a decision made at the last minute by the former Operations Manager.  She was rescheduled for the next Saturday in March. She could have been scheduled other weekdays in February. She insisted on a Saturday. Mrs. [redacted] was advised she would have to wait several weeks if she wanted a Saturday appointment. We did some rescheduling to accommodate her quickly since she had been rescheduled. She refused to accept that resolution. Although there had been missed appointments, we made every attempt to accommodate Mrs. [redacted]'s request for a Saturday appointment. In addition, Mrs. [redacted] ended most of the conversations with us abruptly, not allowing for any explanation of the current situation.  At this time, her issues have been addressed and we consider this complaint to have been remedied.Since the time of her service call, we’ve made some procedural and personnel changes. A few of those changes were a direct result of her complaint. We hope that Mrs. [redacted] accepts our apologies and will contact us should she need service in the future.

We sold and installed Gutter Dome gutter guards and downspouts on Mrs. [redacted] built-in gutter system.  During installation the installers encountered an issue on a corner that needed attention by a roofer.  She allowed them to continue with installation.  Typically, built-in gutter...

systems require repair by roofers, not gutter installers.  The is was not included in her installation by us.  Mrs. [redacted] later called in with overshooting issues on that corner and we sent out installers to check it out.  They reported that it was the same corner that needs attention by a roofer and they informed her as well.  We can certainly send a roofer out, but it will not be free of charge.

Dear
Mr. [redacted],
 
I
am sorry to hear that your Valor Gutter Guards are overshooting.  I have
looked into the problem and found that there was one batch of Valor material
that was sprayed with excessive lubricants at the factory.  The excessive
lubricants will cause...

overshooting of water if it is not cleaned off.  I
have ensured that you are scheduled for a crew to come out to your residence to
wash that excessive lubricant off of your screens.  The process should
take no more than 2 hours. Our crew is scheduled to come out first thing in the morning on the 2/24/2017. I can personally assure you that the product
will then eat water as advertised.
 
Valor
Gutter Guards are the number 1 rated gutter protection in the Nation.  I
have full confidence in the product we advertise and sell.  Please feel
free to contact me following your service call if you have any further issues.
 
Best
regards,
 
Bill
H[redacted]
General
Manager

Complaint: [redacted]
I am rejecting this response because: the company 1, never had a copy of the city permit on my property nor given to me while doing the job 2, turned in to the bank that the job was completed so therefor I began making payments on the balance for a roof not completed, leaking horribly, and back corner was inappropriately done 3, I had to call numerous times to get a job fixed and I was hardly called back 4, I was lied to several times of someone coming to fix this issue as well as given every excuse in the world like we so busy or we got new employees or well employees truck broke down...etc etc.... this is horrible service 5, when I advised company I had to get on roof several times to fix my own tarp due to leaking issue .....they tell me well we will send someone with a very good tarp to help you protect til job done, then I come home and they left it in driveway and didn't even go on my roof to properly tarp down over leak that they caused! I had to do this myself and almost fell during winter month! Then 6 months later still no one come to fix their mess up their incomplete job I get a call from the 3rd different manager that they coming on a Tuesday but then no one show up. Weeks later I get told it be Friday and I'm first on list then no one show up 6, when I try calling my calls get ignored I actually called from a different phone to get thru they act like they don't know what I'm talking about, in fact I was spoke to rudely as if I'm an inconvenience! I have photos of damage from leak and corner not done correctly, I have saved texted and voicemails and numerous excuses and promises that were not kept, I also wrote a journal for all the hog wash they caused me! This is horrible unexceptable service and all the work I missed due to taking days off to be here and they didn't show up or were late or came but did nothing and said oh we be back.... I feel it is fare to compensate me for my troubles, headache, missed work not to mention I have been dealing with this since last summer!!! If this can not be compensated in some way shape or form then I maybe contacting my attorney to resolve this nightmare I endured for over 10 + months!! I expect a partial refund to go towards my roof balance or all of it to be compensated for!
Sincerely,
[redacted]

We have had a major change in the Production Department.  The new Production Manager, Daniel H[redacted], has been in contact with Mr. K[redacted] and has an appointment to meet with him tomorrow, April 14th, 2017.  After speaking to Mr. K[redacted], Daniel has a good idea of what is going on and...

is planning to work with the homeowner on a resolution to the issue he is having.  We are extremely disappointed that it has come to this point with no resolution thus far, but are appreciative of the home owner allowing another opportunity.  We are confident that we will find a suitable resolution.