Hot off the Press

First of all, I would like to address [redacted] stating that I did not get back to him after my auto accident [redacted] stated that the last time we spoke was on June 3rd, This is not correctThe last time we spoke was actually on Wednesday, June 1stI was in an auto accident on Wednesday, June 1st at 9:am [redacted] called as I was dealing with the police and aftermathPlease see attached copy of the police report showing the date and time(circled) of the accident [redacted] stated that I never returned his phone call after the auto accidentIt is unfortunate that he is not being truthfulI called him at least once, if not twice on Monday, June 6thI also sent him a text message asking him to call mePlease see attached text message proving this [redacted] filed his Revdex.com complaint on Tuesday, June 7th at 7:amSo, already two things he has mentioned are not true nor factual.My means of communication with these particular homeowners' has become very limited [redacted] called our office and left a message with marketingHe requested a phone call, as well as that we limit our contact to only him, we were asked to no longer call his wife's cell phone number at allI have since followed this request The problem is that [redacted] does not have a working voicemail sto his cell phone, as well works 3rd shift and does not answer his cell phone during business hours(as stated by him in his complaint.) So our communication is delegated to texting, which is not my preferred method of communication with a homeowner.As stated in his complaint, [redacted] wife wrote two deposit checks to our companyHe stated that we agreed not to cash these checks for weeksThis is simply not trueAll items discussed with homeowners are placed on our contracts, and if a check is to be held, it would be post dated [redacted] contract does not read as such, nor were the checks post datedI have also spoken with my sales representative, and this conversation did not happen with the homeownersPlease see attached copy of the contractA discussion was had with [redacted] wife( ***) after the checks were depositedShe was upset that the checks were deposited were not approved for the full amount of the workIt was never mentioned that the checks were not to have been cashed for a specified amount of timeStandard company policy is that deposits are cashed once a homeowner is approved for financing.The true issue here is contractual, and I have been unsuccessful at getting a hold of [redacted] to discussThey have two separate contracts currently with our company, for a total of $14,They were approved for financing up to $10,and were informed of this within days of signing both contracts [redacted] was the only person on the credit application, due to issues with his wife closing on a home [redacted] told us to contact him at the end of April when the home was closed on, and they would add his wife to the credit application in order to get approved for the full amount needed for both contractsWhen I tried to contact them at the end of April, I was unsuccessful [redacted] then took approximately two additional weeks to get back to usWe have now been playing phone tag since the middle of MayThis communication problem is 100% on the homeowner, not on Gutter MagicianWhen I finally spoke with [redacted] at the end of may, he stated that his wife had changed her mind about being added to the financing application, and that they were unhappy about their deposit checks being cashedAgain, these homeowners have two separate contracts with us, one for gutters in the amount of $and one for Roofing in the amount of $10,By law, they are locked in a legally binding contract with us for their gutter contract, due to this being approved for financing and being out of our three day cancellation periodWe will be holding them to theirgutter contract, and will not be sending their deposit back to themThey cannot just back out of a contractAs for the roof contract, by law we reserve the right to do two thingsWe reserve the right to shop [redacted] through another lender who offers the same programSecondly, since ***( [redacted] wife) signed both contracts, we reserve the right to request her credit information in order to them approvedUntil they contact us to full-fill these two options, they will not be receiving their roof contract deposit back eithergutter

MrVwas contacted by phone today, 6/22/16, and a resolution agreeable to both parties was reached where Gutter Magician will install the gutters 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 Regards, [redacted] ***

On Tuesday, October 17,I called the husband, ***, to schedule the gutter installation for Friday, October 27, He accepted the installation dateSo on Friday October 27, one of my installers showed up to tear off and remove the old guttersThe rest of the installation crew was at another job finishing a another installationAs it turned out, as work progressed on the other job they ran into a ton of rotten fascia board and rafter tailsThat job took the install crew all day to finish and they never made it to [redacted] and [redacted] 's houseRemember one of my installers was already at their house waiting on the rest of the crew and took their old gutters off the houseWe told [redacted] the situation and that we wouldn't be there today (Friday), however, we would be there the very next day being Saturday, October 28, We went there Saturday, October 28, and installed the job and finished the job [redacted] signed the completion certificate stating the goods were delivered and installed to his satisfaction (see attachment).On Sunday, October 29th, [redacted] calls my cell phone and tells me how bad the clean up was that he isn't happy with how some aspects of the installation looksI said, well then why didn't you address this with the install crew before you signed the completion certificate and they would have taken care of it right thenSo anyway, I sent my service technician our on the very next day, Monday, October 30, to clean up better and make some adjustments on the drip edgeAnd to touch up spray paint on some scratches on some downspoutsSee attachment for service work order on Monday, October 30, 2017.In conclusion, during this entire process, I, nor my install crew never communicated to the wife, [redacted] We only spoke with the husband, ***She claims we 'no callshowed', not trueShe claims 'sloppy work, not corrected', not trueAs you can see we have the paperwork for completion certificate and service (see attached) and what we didI recommend these two get on the same page and not disparage a company for things that never happenedAt the end of the day the only legitimate complaint that I agree with is the crew did not clean up very well at allAnd that was addressed and corrected.As far as The Gutter Magician taking off their roof drip edge, we take off roof drip edge on almost every job we install because our gutter drip edge (which they purchased from us) is much better and way more effectiveOur gutter drip edge acts as a roof drip edge and a gutter drip edgeI repeatedly explained this to [redacted] and he refused to understandPlain and simple we couldn't have installed our much more effective drip edge without taking off their existing drip edge, as you can not install one over the other.Their desired settlement is they want their money backFor what? Their yard not being cleaned up good enough? The reality is we had clear communication with [redacted] throughout the entire process(we have the paperwork and my cellular phone log to prove it) and we were out the very next day to address his concernsSo the desired settlement with money back isn't going to happenMy desired settlement is for these folks to call my office and apologize to me for disparaging my company and having me waste my time dignifying this response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached a detailed account of the issues in a Word document, with pictures inserted into the documentI have also attached a few of the pictures separately
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Really not sure what to say here. For starters, I will address the misinformation stated by the homeowner in regards to them being told it would be 2-weeks for the installation to be completed and that it has now pushed into the week. Per contract dated November 28, 2017( which I
have added as an attachment), it clearly states in the middle of the body of the contract that the Installation is estimated to commence on or about 2-weeks. Let me re-emphasize the contract is dated November 28, and today as I reply to this Revdex.com complaint it is December 26, 2017. Their job, that was originally scheduled for last week, had to be rescheduled for tomorrow Wednesday 12/27/2017. If we go out to the full weeks as estimated on the contract then that would take us out to January 4, 2018. If my math serves right not only are we within the weeks stated on the contact but we actually with the weeks that the homeowner incorrectly gave on the complaint. And even if the installation went out past 2-week estimated time to commence, there is a reason why the contract is worded ESTIMATED TIME TO COMMENCE. And that is because when it comes to installing gutters and doing roofing, we are at the mercy of Mother Nature. Many reasons, other than rain(which is the main culprit), can cause us not to be able to install this time of year. For example, if there is frost or ice or snow on the roof and we are installing a two story house. Sometimes, we have to set ladders up on the first story roof to install the second story gutters. If frost is on the roof we would slide right off the roof, therefore, we would not be able to install that job that day. There are many other reasons for an installation to get delayed. Another example which I believe applies to this customer, is the job/installation from the day before goes into the next day because as work progressed we ran into some unforeseen circumstances like extensive wood rot. At the end of the day, this customers job had to be rescheduled. And to file a Revdex.com Complaint in regards to an installation having to be rescheduled within the allotted period of time stated for the installation to commence is ridiculous and beyond unreasonable. Then to add insult to injury and to insinuate that we were unable to install on a particular date because we were in no hurry because we were paid in full is also ridiculous and unfortunate. By the way, a week and a half after they signed their gutter contract with us they had us out again to have a roof contract signed and put in production. The roof contract was dated on December 11, and the roof was installed on December 19, 2017. When companies like ours work so hard to maintain their Revdex.com A+ rating and to take care of our customers, and to have a customer try to tarnish our reputation like this, is unfortunate

I really don't know what to do hereI called *** cell phone AGAIN on this past Thursday 6/16/or Friday 6/17/and left him a detailed messageHe has yet to return my phone callAs a matter of fact, the last time *** tried to contact myself or Gutter Magician was on Wednesday, June 1st, He has our office number and my cell phone numberThis doesn't sound like an individual who wants to work out a resolutionInstead, he wants to contact The Revdex.com and put my company in a bad light with distorting the facts to fit his narrativeWe don't run our business and our contractual relationships by 'he said, she said' or by verbal agreementsWe run our business by putting any and all verbal agreements on a contract, and in writingAgain, one of the reasons I know we weren't supposed to 'hold' the deposit checks, other than it not stating it on the contracts (which I attached on last weeks response), and the fact that my sales representative has no recollection of this either, is that after I deposited the down payment checks after the Gutter contract got approved for credit, *** wife, ***, called me and asked why I had deposited the checksI explained to her that this is standard operating procedureEven though she disagreed with our company policy, her argument was never brought up that we had verbally agreed not to touch the checksI think we all can agree that her argument about depositing the checks would have been brought up in the conversation if that was a point she would have liked to makeThis whole depositing of the checks was only brought up when they decided to file a complaint with the Revdex.com.In conclusion, after they only got approved for the Gutter contract and not the Roof contract, they agreed they would give us ***'s credit information at the end of April, to get them approved for the Roof contract as wellOf course, they backed out of that agreement too I ordered materials for the Gutter installation at the end of April, I am $into their job with materialsIf I don't hear from these folks by Monday, June 27th, 2016, I am going to turn this over to our Corporate AttorneysI am wearing tired of their games and lack of knowledge of contractual lawFor now, their deposits will go toward the material costs that I am currently out on their jobI might be willing to work with them on the Roof contract, even though by law, I reserve the right to shop *** through a secondary lender,or demand *** credit information for the original lender, which they had already agreed to, but then backed outBut for me to work with them on resolving this Revdex.com complaint, it does require them contacting me on the telephone, which seems to be problematic.Let me reemphasize this, the last time they contacted me was the morning of Wednesday, June 1st, I have repeatedly tried to get a hold of them with both numbers that were given on their contract. Best Regards,Doug V

First of all, I would like to address *** stating that I did not get back to him after my auto accident*** stated that the last time we spoke was on June 3rd, This is not correctThe last time we spoke was actually on Wednesday, June 1stI was in an auto accident on Wednesday, June 1st
at 9:am*** called as I was dealing with the police and aftermathPlease see attached copy of the police report showing the date and time(circled) of the accident*** stated that I never returned his phone call after the auto accidentIt is unfortunate that he is not being truthfulI called him at least once, if not twice on Monday, June 6thI also sent him a text message asking him to call mePlease see attached text message proving this*** filed his Revdex.com complaint on Tuesday, June 7th at 7:amSo, already two things he has mentioned are not true nor factual.My means of communication with these particular homeowners' has become very limited*** called our office and left a message with marketingHe requested a phone call, as well as that we limit our contact to only him, we were asked to no longer call his wife's cell phone number at allI have since followed this request The problem is that *** does not have a working voicemail sto his cell phone, as well works 3rd shift and does not answer his cell phone during business hours(as stated by him in his complaint.) So our communication is delegated to texting, which is not my preferred method of communication with a homeowner.As stated in his complaint, *** wife wrote two deposit checks to our companyHe stated that we agreed not to cash these checks for weeksThis is simply not trueAll items discussed with homeowners are placed on our contracts, and if a check is to be held, it would be post dated*** contract does not read as such, nor were the checks post datedI have also spoken with my sales representative, and this conversation did not happen with the homeownersPlease see attached copy of the contractA discussion was had with *** wife( ***) after the checks were depositedShe was upset that the checks were deposited were not approved for the full amount of the workIt was never mentioned that the checks were not to have been cashed for a specified amount of timeStandard company policy is that deposits are cashed once a homeowner is approved for financing.The true issue here is contractual, and I have been unsuccessful at getting a hold of *** to discussThey have two separate contracts currently with our company, for a total of $14,They were approved for financing up to $10,and were informed of this within days of signing both contracts*** was the only person on the credit application, due to issues with his wife closing on a home*** told us to contact him at the end of April when the home was closed on, and they would add his wife to the credit application in order to get approved for the full amount needed for both contractsWhen I tried to contact them at the end of April, I was unsuccessful*** then took approximately two additional weeks to get back to usWe have now been playing phone tag since the middle of MayThis communication problem is 100% on the homeowner, not on Gutter MagicianWhen I finally spoke with *** at the end of may, he stated that his wife had changed her mind about being added to the financing application, and that they were unhappy about their deposit checks being cashed. Again, these homeowners have two separate contracts with us, one for gutters in the amount of $and one for Roofing in the amount of $10,By law, they are locked in a legally binding contract with us for their gutter contract, due to this being approved for financing and being out of our three day cancellation periodWe will be holding them to theirgutter contract, and will not be sending their deposit back to themThey cannot just back out of a contractAs for the roof contract, by law we reserve the right to do two thingsWe reserve the right to shop *** through another lender who offers the same programSecondly, since ***(*** wife) signed both contracts, we reserve the right to request her credit information in order to them approvedUntil they contact us to full-fill these two options, they will not be receiving their roof contract deposit back either. gutter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Regards,
[redacted]  General Manager Doug V. would like to portray me in a most unflattering light, however, I will stick to the facts. Mr. V. has claimed that I was untruthful about when I called. I did have the date wrong, but I did call and made no attempt to hide that fact. At the very worst, I was mistaken about the date and not untruthful. Mr. V. claims that he called me at least once on Monday, June 6th, however, my call logs from my phone provider for my home phone show otherwise. Please see attached call logs which are highlighted to show the dates and times of all phone calls between myself, Mr. V. and Gutter Magician. The call logs from my provider clearly show that I did not receive any phone calls to my home phone from Mr. V. or Gutter Magician on June 6th. Secondly, Mr. V. should pay more attention to EVERYTHING on his contracts, because then he will see that the text message that he sent to me on June 6th, was to my home phone and not my cell phone, which is written on his contract. So, already I have shown that Mr. V. is quick to say I'm a liar when his claim of calling me is shown to be false and his text message was sent in error because he doesn't pay enough attention to detail on his own contracts.It is true that the communication between myself and Mr. V. is limited and it was made known to him and Gutter Magician from the first meeting that my work schedule precludes me from being contacted between certain hours of the day. Mr. V. claims that he was told by me to "no longer call" my wife's cell phone. Please refer to my wife's attached cell phone logs for the months of late March through April and you can see that Mr. Vuerst nor Gutter Magician ever made any attempt to call my wife's cell phone. Perhaps that's because Mr. V. once again failed to thoroughly check the contract where he would have seen that my wife's cell phone is not even listed. Which shows that I would never ask them to "no longer" call her phone when they never called her phone in the first place and is a total fabrication by him. Mr. V. claim that I do not have a working voice mail set up on my cell phone is a falsehood, as well. Please see my attached cell phone call log from my provider for the time period of late May through mid-June and you will see highlighted where I received voice mail. Mr. V. claims that our communication has been relegated to texting and the next text I receive from him....on my cell phone and not my home phone...will be the first. The 2 checks that were written by my wife and handed to Gutter Magician Sales Rep Greg L. were most definitely with the verbal agreement and understanding that they would not be cashed until my wife received the funding for her condo. Having witnessed Mr. V. many fabrications so far, which I have debunked with facts, makes it no surprise that he and his Rep would claim that my wife and I never had the conversation about the checks being held. True that it wasn't written onto the contract which is on me for not keeping his Rep and Gutter Magician honest. Mr. V. claims that the communication problem is 100% my fault but a look at the call logs for April, May and June show that since I called Gutter Magician on 4/7, he has called me 3 times (4/28, 5/11 & 5/13) while I have called him or Gutter Magician 3 times (5/12, 5/28 & 6/1), noting that I made the last 2 calls. Since we have made the same amount of calls to each other and the information that he refuses to take into consideration about my work schedule, there is no basis in fact for him to say the communication issue is all on me. Mr. V. also claims that he actually spoke to me at the end of May which is not true. However, my call at the end of May was the 28th to Gutter Magician and was on a Saturday. I spoke to no one and left a message. What began as 2 parties agreeing to work to an end has turned into a business General Manager calling his customer a liar. The facts have shown that Mr. V. will say anything so long as it fits his narrative. He has fabricated stories about my character, he has not paid attention to detail on his very own contract by sending a text to my home phone and claiming that he has called my wife's cell phone (which he didn't have), claimed that he has texted my cell phone even though I have not received any from him, accused my wife and I of lying about the 2 checks and laying the blame for the lack of communication on myself even though we have made the same number of calls. Add to that the fact that he, in essence, has threatened to hold my $530.00 check hostage until he gets his way. His attitude is the heck with the customer as long as he gets his pound of flesh. Who, knowing exactly how this guy operates, would want to do business with him. Mr. V. has made absolutely no attempt to even try to reach a middle ground with my wife and I on this issue in his response. Instead, he finds it necessary to speak ill will of me. The middle ground on this would be for Gutter Magician to send back the $530.00 check and then we may get to the gutters.

Mr. V. was contacted by phone today, 6/22/16, and a resolution agreeable to both parties was reached where Gutter Magician will install the gutters.
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. 
Regards,
[redacted]

On Tuesday, October 17,2017 I called the husband, [redacted], to schedule the gutter installation for Friday, October 27, 2017. He accepted the installation date. So on Friday October 27, 2017 one of my installers showed up to tear off and remove the old gutters. The rest of the installation crew was at...

another job finishing a another installation. As it turned out, as work progressed on the other job they ran into a ton of rotten fascia board and rafter tails. That job took the install crew all day to finish and they never made it to [redacted] and [redacted]'s house. Remember one of my installers was already at their house waiting on the rest of the crew and took their old gutters off the house. We told [redacted] the situation and that we wouldn't be there today (Friday), however, we would be there the very next day being Saturday, October 28, 2017. We went there Saturday, October 28, 2017 and installed the job and finished the job. [redacted] signed the completion certificate stating the goods were delivered and installed to his satisfaction (see attachment).On Sunday, October 29th, 2017 [redacted] calls my cell phone and tells me how bad the clean up was that he isn't happy with how some aspects of the installation looks. I said, well then why didn't you address this with the install crew before you signed the completion certificate and they would have taken care of it right then. So anyway, I sent my service technician our on the very next day, Monday, October 30, 2017 to clean up better and make some adjustments on the drip edge. And to touch up spray paint on some scratches on some downspouts. See attachment for service work order on Monday, October 30, 2017.In conclusion, during this entire process, I, nor my install crew never communicated to the wife, [redacted]. We only spoke with the husband, [redacted]. She claims we 'no called-no showed', not true. She claims 'sloppy work, not corrected', not true. As you can see we have the paperwork for completion certificate and service (see attached) and what we did. I recommend these two get on the same page and not disparage a company for things that never happened. At the end of the day the only legitimate complaint that I agree with is the crew did not clean up very well at all. And that was addressed and corrected.As far as The Gutter Magician taking off their roof drip edge, we take off roof drip edge on almost every job we install because our gutter drip edge (which they purchased from us) is much better and way more effective. Our gutter drip edge acts as a roof drip edge and a gutter drip edge. I repeatedly explained this to [redacted] and he refused to understand. Plain and simple we couldn't have installed our much more effective drip edge without taking off their existing drip edge, as you can not install one over the other.Their desired settlement is they want their money back. For what? Their yard not being cleaned up good enough? The reality is we had clear communication with [redacted] throughout the entire process(we have the paperwork and my cellular phone log to prove it) and we were out the very next day to address his concerns. So the desired settlement with money back isn't going to happen. My desired settlement is for these folks to call my office and apologize to me for disparaging my company and having me waste my time dignifying this response.