GutterDome of Northern California, LLC

I am rejecting this response because: While it is well written it does not reflect the actual experience related to the purchase and installation of Gutters and Guards.The porch roof has a slant, the roof itself slants, the frame does not, as is with many porches.The porch was not fully guttered and the area above the entry steps remain without gutter.When the phone call was first made regarding this issue, during installation, the call was lost.There was no return call from the CompanyThe gutter installation ran past dark so true visual inspection was not fully possible until following morning.Called immediately and was told a [redacted] French would come by and look at the issue[redacted] never arrived, something about dropping off son and high traffic volume.Following Monday we called again and received many excuses.Next call was when [redacted] first used the word "rake" and then claimed roof was a shed with a rake board.Again, this person has never physically viewed the site.The following night we received a phone call at 9PM from the sales person, we did not answer at that hour.Then we received a phone call from [redacted] wherein he claimed it was a way call with the owner, however he had one phone to us in one ear and one phone to his boss in the other ear and at one point shussed me to better hear the other line, so difficult and unprofessional.From that point forward [redacted] did call and used a "style" of communication that included a professional tone while he insulted my home, the structure, my husband, and implied that only an it would want a gutter above her front porch stairsHe attempted to educate me regarding business communication and expected me to hire a roofer who he asked would then report to [redacted] in order to determine if the porch is actually a "rake", and if it is not then [redacted] would agree that a gutter should e placed there at the customer's expense.That is unacceptableIf they are so certain it is a "rake" after failing to install a gutter on the date of the installation of all other gutters, there should have been direct visual inspection from them or a roofer to help make that determination and not after repeated phone calls to them requesting the job be completedIt was only after repeated calls that they suddenly claimed the porch was a "rake" board and therefore not able to hold a gutter.Their actions have required that I hire a roofer and determine the status and if there exists a rake board, they stated they would put a gutter on if a roofer determined it to be not a "rake" which [redacted] told me to "google" in order to understand.We have yet to experience rain and determine if the gutters actually work as guaranteed and there is this much poor will on the part of the business, I am seriously concerned as to the reliability of this company when a simple foot gutter became such an issueThey have destroyed any confidence I did have after so many sub-truths when telephonedI literally told [redacted] to have his boss complete all future contacts with me as communication with [redacted] becomes burdened with issues of manipulation, argumentative, and insultingThe only good experience thus far has been with the actual installer, he was clean, quiet, professional in every regardWas truly surprised and then disgusted by the company's manner of handling issues.I believe that I will be in contact with the State's Licensing Board secondary to my experience at some future pointWhen this company received word of the Revdex.com complaint, they did call me and pressured me to hire a roofer because they had "to respond to the Revdex.com complaint", they did not send a roofer or directly inspect the issue, they attempted to resolve it via telephone and with pressure on meThis caused me to tell [redacted] to have his boss contact us for any further communication and that [redacted] should never call here again

Reason: [redacted] We are in receipt of your letter dated for 7/10/and our contract has been fully executed per the agreementCustomer has an area over the porch which did not have any gutter prior to us doing the work around the homeThe area of concern is what is called a rake edge and gutter should NOT be installed on this location.The drawing from the sales rep and the contract has been completedWe have spoken to the customer on several occasions and they are correct in the fact that our manager did not show up once pictures were provided of the questioned location as they are not to be installed on that area.The gutters in that specific area were not discussed verbally, contractually or in any other sense to be installedThe customer has been properly notified and our company will stand firm on the decision that we have fully completed our end of the work.In the event that the customer would want the gutters installed, a waiver will need to be signed off on as this is not an area for gutters to be installed and we can then install the gutters for a price of $to add on the additional request for work not contracted initially.Respectfully,-- [redacted] GutterDome of Northern CaliforniaPresident [redacted]

I am rejecting this response because: While it is well written it does not reflect the actual experience related to the purchase and installation of Gutters and Guards.The porch roof has a slant, the roof itself slants, the frame does not, as is normal with many porches.The porch was not fully guttered and the area above the entry steps remain without gutter.When the phone call was first made regarding this issue, during installation, the call was lost.There was no return call from the Company. The gutter installation ran past dark so true visual inspection was not fully possible until following morning.Called immediately and was told a [redacted] French would come by and look at the issue.[redacted] never arrived, something about dropping off son and high traffic volume.Following Monday we called again and received many excuses.Next call was when [redacted] first used the word "rake" and then claimed roof was a shed with a rake board.Again, this person has never physically viewed the site.The following night we received a phone call at 9PM from the sales person, we did not answer at that hour.Then we received a phone call from [redacted] wherein he claimed it was a 3 way call with the owner, however he had one phone to us in one ear and one phone to his boss in the other ear and at one point shussed me to better hear the other line, so difficult and unprofessional.From that point forward [redacted] did call and used a "style" of communication that included a professional tone while he insulted my home, the structure, my husband, and implied that only an it would want a gutter above her front porch stairs. He attempted to educate me regarding business communication and expected me to hire a roofer who he asked would then report to [redacted] in order to determine if the porch is actually a "rake", and if it is not then [redacted] would agree that a gutter should e placed there at the customer's expense.That is unacceptable. If they are so certain it is a "rake" after failing to install a gutter on the date of the installation of all other gutters, there should have been direct visual inspection from them or a roofer to help make that determination and not after repeated phone calls to them requesting the job be completed. It was only after repeated calls that they suddenly claimed the porch was a "rake" board and therefore not able to hold a gutter.Their actions have required that I hire a roofer and determine the status and if there exists a rake board, they stated they would put a gutter on if a roofer determined it to be not a "rake" which [redacted] told me to "google" in order to understand.We have yet to experience rain and determine if the gutters actually work as guaranteed and there is this much poor will on the part of the business, I am seriously concerned as to the reliability of this company when a simple 5 foot gutter became such an issue. They have destroyed any confidence I did have after so many sub-truths when telephoned. I literally told [redacted] to have his boss complete all future contacts with me as communication with [redacted] becomes burdened with issues of manipulation, argumentative, and insulting. The only good experience thus far has been with the actual installer, he was clean, quiet, professional in every regard. Was truly surprised and then disgusted by the company's manner of handling issues.I believe that I will be in contact with the State's  Licensing Board secondary to my experience at some future point. When this company received word of the Revdex.com complaint, they did call me and pressured me to hire a roofer because they had "to respond to the Revdex.com complaint", they did not send a roofer or directly inspect the issue, they attempted to resolve it via telephone and with pressure on me. This caused me to tell [redacted] to have his boss contact us for any further communication and that [redacted] should never call here again.

Reason: [redacted]We are in receipt of your letter dated for 7/10/17 and our contract has been fully executed per the agreement. Customer has an area over the porch which did not have any gutter prior to us doing the work around the home. The area of concern is what is called a rake...

edge and gutter should NOT be installed on this location.The drawing from the sales rep and the contract has been completed. We have spoken to the customer on several occasions and they are correct in the fact that our manager did not show up once pictures were provided of the questioned location as they are not to be installed on that area.The gutters in that specific area were not discussed verbally, contractually or in any other sense to be installed. The customer has been properly notified and our company will stand firm on the decision that we have fully completed our end of the work.In the event that the customer would want the gutters installed, a waiver will need to be signed off on as this is not an area for gutters to be installed and we can then install the gutters for a price of $400.00 to add on the additional request for work not contracted initially.Respectfully,-- [redacted]GutterDome of Northern CaliforniaPresident[redacted]