Lehigh Gap Seamless Gutter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Update:Their Rube Goldberg "solution' of adding flashing and drilling holes to fasten to the newly installed drip edge did not workRainwater still runs between the gutter and the fasciaI have video proofCapillary action is a bunch of nonsenseTheir gutter guard causes rainwater to defy inertiaRainwater backs up on the guard, even when the gutter guard is clean! and flows over the gutter like a waterfall and also backward between the gutter and fasciaExplain how water flows over the gutter with the capillary action excuse! Not enough pitch?There is more pitch on my split level roof than in the examples they try to use as excuses for their gutter guard being ineffectiveNo gutter previously installed on my house had rainwater flow over and behind.Also, there is no "sludge" on my roofIt is a new roof installed one year agoI do not know how oak tree debris can be considered sludgeI have never heard of such a thing.The oak tree debris lays on top of the gutter guard and does not fall off of the gutter guard as advertised ( as shown in one of my pics which they so kindly provided)Instead, it accumulates and renders their gutter guard ineffective.I do not know of any of the homes in [redacted] that are any different than mine for Lehigh Gap to use the excuse that my home is the only one that has oak tree debris that becomes sludge which renders their gutter guard uselessThe simple fact is their system does not work and creates more work in cleaning and maintenance than routine gutter cleaning Another solution was sending a brush? Doesn't this tell you that they know their system does not work properly? I cannot wait for autumn to see what leaves do to my guttersI had already moved on and put this issue behind me but since they are hiding behind lame excuses nor willing to admit their mistakes I will continue to post the truth regarding their gutter systemI will post my videos Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Update:Their Rube Goldberg "solution' of adding flashing and drilling holes to fasten to the newly installed drip edge did not work. Rainwater still runs between the gutter and the fascia. I have video proof. Capillary action is a bunch of nonsense. Their gutter guard causes rainwater to defy inertia. Rainwater backs up on the guard, even when the gutter guard is clean! and flows over the gutter like a waterfall and also backward between the gutter and fascia. Explain how water flows over the gutter with the capillary action excuse! Not enough pitch?There is more pitch on my split level roof than in the examples they try to use as excuses for  their gutter guard being ineffective. No gutter previously installed on my house had rainwater flow over and behind.Also, there is no "sludge" on my roof. It is a new roof installed one year ago. I do not know how oak tree debris can be considered sludge. I have never heard of such a thing.The oak tree debris lays on top of the gutter guard and does not fall off of the gutter guard as advertised ( as shown in one of my pics which they so kindly provided). Instead,  it accumulates and renders their gutter guard ineffective.I do not know of any of the homes in [redacted] that are any different than mine for Lehigh Gap to use the excuse that my home is the only one that has oak tree debris that becomes sludge which renders their gutter guard useless. The simple fact is their system does not work and creates more work in cleaning and maintenance than routine gutter cleaning.  Another solution was sending a brush? Doesn't this tell you that they know their system does not work properly? I cannot wait for autumn to see what leaves do to my gutters. I had already moved on and put this issue behind me but since they are hiding behind lame excuses nor willing to admit their mistakes I will continue to post the truth regarding their gutter system. I will post my videos.
Regards,
[redacted]

August 8, 2017This statement is regarding the ID number listed above involving customer [redacted]. Here is our statement including a timeline of this complaint and the actions we took to help resolve all the customers issues he brought to our attention after the install.•  Customer met the...

sales person Tom G[redacted] at the 2017 [redacted] Home Show. Tom showed [redacted] our gutter and gutter guard displays and he expressed interest. Tom made a follow up appointment to go to his house, provide measurements and an estimate to install our products. •April 3, 2017 – Appointment date to provide measurements and estimate with customer. Reviewed products, installation and Lehigh Gap history. Estimate came out to $980 and customer gave us a credit card deposit for half down. •April 26, 2017 – Day of install, all work in the project scope was completed including the gutter we replaced and [redacted] Leaf Guard.• April 29, 2017 – [redacted] emailed us for the first time, concerning the front porch gutter not being pitched properly. (See email attached, marked example 'A') •May 9, 2017 – We went out to check the pitch of the gutter. Using a level, we checked and verified the pitch was good. We took pictures of the level on the gutter to email back to him. (See email attached, marked example 'B') Later that same evening we received an email back from him stating he was happy andglad he went with us. (See email attached, marked example 'B')•  5/28/17 & 6/23/17 - Customer emailed us again regarding another issue, rain water running leaking between the gutter and fascia, including some water running over the top of the gutter. (See emails attached, marked example 'C') Customer sent us a video, in the video we can see the water running down between the gutter and fascia. This is a common issue with gutters, the issue is created by the shingles not overhanging the drip edge enough creating a capillary action. **Capillary Action is a water action in which water adheres to a surface and follows the surface around. (See attachment marked 'D') •  6/26/17 – [redacted] sent us another email, this time in large font promoting an angry and aggressive tone demanding he receives a refund and we remove all product from his house. (See email attached, marked example 'E') • 7/17/17- We notified the customer we would be out the next day, July 18, 2017 to look and address the issues. He sent another video to help us see the problem beforehand. In email example 'F' we notified [redacted] we would be at his home +/- 8am.7/18/17 – We arrived to service the customers issues. Seeing the videos during the rain and now in person we can see the water leaking is from a capillary action from the run off from the shingles. The only way to solve this problem is to install flashing behind the drip edge and inside the gutters. This was reviewed with [redacted] who agreed for us to proceed with installation of the flashing. A service which we normally bill customers for that we did at no cost to help address the issue. When the flashing was installed it was installed with 12" hex head white screws roughly every 24" placing the screws in the best spots to keep everything tight to prevent future leaking. The screws that went into the face of the drip edge do not cause any issues, problems or impact the shingle warranty at all. We did notice shingle issues that do void that warranty. We offered to educate [redacted] regarding the matter and he declined. 7/18/17 – [redacted] sent us an email with verbally abusive language and an aggressive demeanor. (See email attached, marked example 'F') 7/19/17- Email was sent to the entire office directing us not talk with him if he called anymore because of his abusive email the night before. On the same day, we sent him an email explaining the services we provided, that we discussed installing the flashing and received approval from his wife. From that point contact was frozen with the customer. (See email attached, marked example 'F')In his complaint statement, he states that we sell/advertise a gutter guard system that does not work. We have installed several hundred thousand linear feet of the [redacted] Gutter Guard over the years and have had great success with it. [redacted] did not tell us that he gets a sludge like debris that builds up on his house. (Please see our picture included, marked example 'G') This debris is building up on the roof, the gutters, and can see it has clung to and stained his fascia board with the black stains left on the board. The debris on top of the gutter guards will shed off during the normal cycles of the year. In some extreme instances, there may be a need to brush it off. To help keep the debris off the gutter guards we did offer to send [redacted] a brush that attaches to an extension pole or broom stick to reach his gutters even the 2nd story can be reached this way. The job of the gutter guard is to keep the debris out of the gutter so the gutters are clear and flowing all year long. The debris that might build on top of the gutter guards at different times of the year will typically not interfere unless it is one of those extreme situations. We have gone out of our way to confirm the gutters are properly pitched and solve the leaking issue between the gutter and fascia as documented earlier in this statement. We have no proof to suggest the gutter guards do not work from any of his correspondence or our site visits. The only issue he had was the leaks behind the gutter that we fixed at no cost.Our desired outcome to this complaint is to refund the cost of the [redacted] Gutter Guard, $395 only. We do not wish to send any of our employees to [redacted]'s house after his explicit and verbally abusive email in fear of safety for our employees.We have also attached in this statement packet a copy of his signed contract and an image of our booth at the home show. The gutter guard display is functional and shows water running into the gutters through the gutter guard.

Review: The company installed gutters, downspouts, and gutter guards in September 2013. The brochure I received noted a 20 year warranty on materials and a 10 year warranty on labor.After the winter, part of the gutters came down in the back and front of the house.I contacted the company and they provide another estimate. I inquired why this is not covered under the warranty. The representative said that this happened due to ice. The gutters that I had previously never came down since I owned the house 10+ years. In addition, all the neighbors gutters did not come down either.In addition, the quality of the gutters seem like that of home depot.Desired Settlement: Refund or honor warranty and fix the issue.

Business

Response:

Effective August 4, 2014, the aforementioned complaint has been rectified as per the enclosed documentation and Communication With **. and [redacted]. [redacted],Thank you for bringing this to our attention and feel free to contact us if additional information is warranted.Sincerely,Stephen P

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,