H & H Gutter Systems,LLC

From the very beginning we had issues with Mr***Mr [redacted] contacted us for an estimate on 5/8/for " a consultation on gutter/soffit repair"We sent a salesman out to take a look at the scope of work needing doneAfter that time we had several phone conversations and emails with Mr [redacted] and there were several changes and much confusion with Mr [redacted] as to what he wanted doneI personally had a phone conversation with Mr [redacted] in order to clarify exactly what he wanted done and wrote a detailed note on the work order per my conversation with himWork to be completed per that conversation:-replacing front gutters and wood-reuse fascia and fix the existing soffit issues-clean back gutters and remove old guards (per Mr [redacted] he did not think they were working properly and wanted them removed) (Mr [redacted] was also given a discount on this service)Price $We went out and completed the work as agreed uponMr [redacted] was not there when my crew was there, upon completion Mr [redacted] was contacted for payment and we were given a credit card from Mr***After reviewing the emails that were sent back and forth with Mr [redacted] I realized there was much confusion so I personally made a phone call for clarification.Several times during our interaction with Mr [redacted] he changed his mind and requested more things to be done without changing his priceExamples below: - Mr [redacted] asked for a discount on the gutter cleaning, discount was given for customer satisfaction.-Mr [redacted] was told twice (first by our office staff and second by our crew) about payment options and the 3% fee for credit card paymentsMr [redacted] denied being told about any other option except credit card payment and the 3% fee.-Mr [redacted] never mentioned cleaning the gutters on the garage, when my crew called him upon completion he asked if we could do that as well and we did again without changing his price.-Mr [redacted] was told that the existing fascia would be reused for the price he was givenMr [redacted] continues to argue that the fascia should have been replaced.-Replacing drip edge was never requested or quoted, customer now complains that drip edge was not replacedMr [redacted] has been very difficult to deal with, he has not been consistent with his requests or his complaintsMr [redacted] has continued to demand more work done for free and has not been honest about our attempts to clarify what he wanted done as well as us informing him of his scope of work and payment optionsAt this time we have completed all of the work we agreed upon, the only issue that we can possibly do anything about are his complaints regarding the gutter cleanWe would be happy to come back out and address his issues with the gutter cleaning however we simply can not do all of the additional work Mr [redacted] wants done without increasing the priceWe carry an A rating with the Revdex.com and take our customer satisfaction very seriouslyWe have a great reputation and made several attempts to resolve this situation with Mr [redacted] from the very beginningWe are a family owned and operated business and have been doing this work for yearsMr [redacted] has simply been unreasonable with his requests and complaints and wants additional work to be completed for free which is something we simply can not doWe will make another attempt today to contact Mr [redacted] and attempt to resolve the gutter cleaning complaints, if Mr [redacted] would like us to come back out and resolve the gutter cleaning complaints we would be more then happy to address them

Complaint: [redacted] I am rejecting this response because:The owner's account contains several inaccuraciesI have attached the entire written correspondence including the agreement for the work that would be completedThis work was not completed as agreed.To the specific items enumerated by the business:- Mr [redacted] asked for a discount on the gutter cleaning, discount was given for customer satisfaction.See the attached written correspondenceI asked if they would match Deluxe Cleaning Services $Angie's List offer or if I should go ahead and order thatThey reduced their price to be more competitiveTheir work was still more expensive and they did a much worse job than Deluxe Cleaning Services who cleaned the gutters at my primary residence.-Mr [redacted] was told twice (first by our office staff and second by our crew) about payment options and the 3% fee for credit card paymentsMr [redacted] denied being told about any other option except credit card payment and the 3% fee.This is not trueI was never told about a feeThe point is mootThey agreed to credit me the 3%.-Mr [redacted] never mentioned cleaning the gutters on the garage, when my crew called him upon completion he asked if we could do that as well and we did again without changing his price.This is not trueThe garage is not attached, so I made sure they would be cleaning the garage over the phone [redacted] confirmed.-Mr [redacted] was told that the existing fascia would be reused for the price he was givenMr [redacted] continues to argue that the fascia should have been replaced.See the written correspondenceThe agreement was to replace the fascia and soffitIt was not.-Replacing drip edge was never requested or quoted, customer now complains that drip edge was not replaced.This is not trueWe discussed this over the phone as it wasn't listed in the agreement [redacted] confirmed that it would be installedHowever, it's pretty insignificant compared to the fascia and soffit which is clearly outlined in the written agreement

From the very beginning we had issues with Mr. [redacted]. Mr. [redacted] contacted us for an estimate on 5/8/16 for " a consultation on gutter/soffit repair". We sent a salesman out to take a look at the scope of work needing done. After that time we had several phone conversations and emails with Mr. [redacted] and...

there were several changes and much confusion with Mr. [redacted] as to what he wanted done. I personally had a phone conversation with Mr. [redacted] in order to clarify exactly what he wanted done and wrote a detailed note on the work order per my conversation with him. Work to be completed per that conversation:-replacing front gutters and wood-reuse fascia and fix the existing soffit issues-clean back gutters and remove old guards (per Mr. [redacted] he did not think they were working properly and wanted them removed) (Mr. [redacted] was also given a discount on this service)Price $1075.00 We went out and completed the work as agreed upon. Mr. [redacted] was not there when my crew was there, upon completion Mr. [redacted] was contacted for payment and we were given a credit card from Mr. [redacted]. After reviewing the emails that were sent back and forth with Mr. [redacted] I realized there was much confusion so I personally made a phone call for clarification.Several times during our interaction with Mr. [redacted] he changed his mind and requested more things to be done without changing his price. Examples below: - Mr. [redacted] asked for a discount on the gutter cleaning, discount was given for customer satisfaction.-Mr. [redacted] was told twice (first by our office staff and second by our crew) about payment options and the 3% fee for credit card payments. Mr. [redacted] denied being told about any other option except credit card payment and the 3% fee.-Mr. [redacted] never mentioned cleaning the gutters on the garage, when my crew called him upon completion he asked if we could do that as well and we did again without changing his price.-Mr. [redacted] was told that the existing fascia would be reused for the price he was given. Mr. [redacted] continues to argue that the fascia should have been replaced.-Replacing drip edge was never requested or quoted, customer now complains that drip edge was not replaced. Mr. [redacted] has been very difficult to deal with, he has not been consistent with his requests or his complaints. Mr. [redacted] has continued to demand more work done for free and has not been honest about our attempts to clarify what he wanted done as well as us informing him of his scope of work and payment options. At this time we have completed all of the work we agreed upon, the only issue that we can possibly do anything about are his complaints regarding the gutter clean. We would be happy to come back out and address his issues with the gutter cleaning however we simply can not do all of the additional work Mr. [redacted] wants done without increasing the price. We carry an A rating with the Revdex.com and take our customer satisfaction very seriously. We have a great reputation and made several attempts to resolve this situation with Mr. [redacted] from the very beginning. We are a family owned and operated business and have been doing this work for 20 years. Mr. [redacted] has simply been unreasonable with his requests and complaints and wants additional work to be completed for free which is something we simply can not do. We will make another attempt today to contact Mr. [redacted] and attempt to resolve the gutter cleaning complaints, if Mr. [redacted] would like us to come back out and resolve the gutter cleaning complaints we would be more then happy to address them.

Complaint: [redacted]
I am rejecting this response because:The owner's account contains several inaccuracies. I have attached the entire written correspondence including the agreement for the work that would be completed. This work was not completed as agreed.To the specific items enumerated by the business:- Mr. [redacted] asked for a discount on the gutter cleaning, discount was given for customer satisfaction.See the attached written correspondence. I asked if they would match Deluxe Cleaning Services $125 Angie's List offer or if I should go ahead and order that. They reduced their price to be more competitive. Their work was still more expensive and they did a much worse job than Deluxe Cleaning Services who cleaned the gutters at my primary residence.-Mr. [redacted] was told twice (first by our office staff and second by our crew) about payment options and the 3% fee for credit card payments. Mr. [redacted] denied being told about any other option except credit card payment and the 3% fee.This is not true. I was never told about a fee. The point is moot. They agreed to credit me the 3%.-Mr. [redacted] never mentioned cleaning the gutters on the garage, when my crew called him upon completion he asked if we could do that as well and we did again without changing his price.This is not true. The garage is not attached, so I made sure they would be cleaning the garage over the phone. [redacted] confirmed.-Mr. [redacted] was told that the existing fascia would be reused for the price he was given. Mr. [redacted] continues to argue that the fascia should have been replaced.See the written correspondence. The agreement was to replace the fascia and soffit. It was not.-Replacing drip edge was never requested or quoted, customer now complains that drip edge was not replaced.This is not true. We discussed this over the phone as it wasn't listed in the agreement. [redacted] confirmed that it would be installed. However, it's pretty insignificant compared to the fascia and soffit which is clearly outlined in the written agreement.

I disagree with Mr. [redacted] claims in his response. I am not sure how to proceed from here, I do not think we will be able to come to an agreement with Mr. [redacted]. I will call the Revdex.com office tomorrow for guidance on where we should go from here.