Mastershield VA/DC/MD

September 24, Dear [redacted] ,I have been in the remodellng and new home construction for yearsFor the past years we have a niche focus on gutter installations and also gutter protectionThere are manythings to consider when a customer calls us to their home to evaluate their systemsWe look at the age of the gutters, the slope of the roof, the square footage of the roof draining to individual gutters, the size of downspouts, and the number of downspouts per run of gutterThe gutter system on [redacted] s home had just been replaced a few years earlier with a home renovation projectThe gutters were in great condition and the longest run of gutter was section that was a length of 27'Most of the gutters were under 20'It was a one story home that had no additional roofs draining or putting undo stress on the lower guttersThe longest run acceptable by gutter industry standards is a 40' run with one downspoutNone of the sections of her roof came close to maximizing the gutters also considering the amount of roof draining into themSo the next question we ask, is after you have your gutters clean, do they operate efficiently? (Her house has a large tree canopy) Her answer to us was yes if they were clean they worked.We replace gutters with 5" and 6" systems on 65% of the jobs we contractOur business is replacing gutters when there is a need, however I don't consider it good business to replace peoples relatively new gutters when they are sized properly for a horne and in good condition, We make money off replacing gutters so if this was a situation that called for new gutters why wouldn't we have suggested it? We actually gave her a price both ways, using her existing gutters or replacingShe chose to keep her existing gutters and Install our gutter covers to keep the leaves outLet me first be clear that we have been out there several times at her request since the installation with a few different issues and areas that she asked us to come back and adjust the covers due to overflow, We have never refused her serviceWe want her to be a happy customerHer first issues was water getting behind her gutter up in the front we went out and found a missing shingle in her roof valley had come loose so we re-installed itThis had nothing to do with our work but we fixed it anyway, No ChargeThen she was having problems in one rear section where she had experienced a rotted window before we came to do our work, and it was reoccurringWe found some debris, mold and mildew, had covered over the gutter covers and was preventing the water from passing inWe cleaned off the buildup, We went out again at her request to look at this area againWe found some roof tar that had leached off the roof system and matted over the MasterShield meshWe cleaned it againAlso not covered under our warranty but gladly did it for freeShe then called me and sent an email in May of telling me she had a drainage engineer suggest rerouting the lower part of the downspout for runoff and add an additional downspoutI believe she also said it was possible the underground drain had collapsed which could be the root of this entire issueAgain, this ls the same issue she had before we ever came out to evaluate her system originally She asked if we would just install one downspout or should she get another contractor to do it, My answer was to her was to have her expert do it because we really had done everything possible to help and didn't want any more involvementWe had given her a price to replace the rear gutter and new downspout and MasterShield in the one section in the rear with the window and she said our price was ridiculousThe problem is isolated to one small area at this point and is being caused by debris, mold, mildew, and roof tar accumulating on the top of the micro-filterWe don't guarantee against thisIt is beyond our control and I have also included the additional Terms and conditions that she signed when she accepted the work to be performedWe don't have a history that suggest that our customers are dissatisfied with our workWe have an A rating with [redacted] which is totally based on customer reviews, Carol herself gave us all “C's" which is even very low rating for usI would still volunteer to install a new downspout for her which was her last request to me, however a refund of her money is a ridiculous requestPlease call me direct if you have any additional questions or would like clarification on any informationI feel we have gone above and beyond to make sure our system is working properly and made every effort to fix a few issues that had nothing to do with our work what so everSincerely, Torn K Owner

[redacted] < [redacted] > Nov 7 (4 days ago) to me Dear [redacted] , As per our discussion today, I would like to update your records regarding my complaint against Mastershield. At this time, Mastershield is offering to refund the full purchase price of $3000. Please mark this case as resolved. Feel free to contact me if you need further information. I would appreciate your acknowledgement of my email. Thank you, [redacted] Sent from my ***

Revdex.com of Metro Washington DC
Oct (days ago)
to me
---------- Forwarded message ----------
From: C B
Date: Sun, Oct 26, at 3:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]" , "***"
Dear Revdex.com, *** - This issue is NOT resolved
Tom is NOT licensed to perform this work, although on his contract, he represents that he is licensedHe is misrepresenting that he is properly licensed to install gutters
Please reopen the case
*** ***
*** *** ***
* ***
***

[redacted] <[redacted]>
Nov 7 (4 days ago)
to me 
Dear [redacted],
As per our discussion today, I would like to update your records regarding my complaint against Mastershield. At this time, Mastershield   is offering to refund the full purchase price of $3000.
Please mark this case as resolved.
Feel free to contact me if you need further information. I would appreciate your acknowledgement of my email.
Thank you,
[redacted]
[redacted]
Sent from my [redacted]

September 24, 2014
Dear [redacted],I have been in the remodellng and new home construction for 40 years. For the past 20 years we have a niche focus on gutter installations and also gutter protection. There are manythings to consider when a customer calls us to their home to evaluate their...

systems. We look at the age of the gutters, the slope of the roof, the square footage of the roof draining to individual gutters, the size of downspouts, and the number of downspouts per run of gutter. The gutter system on [redacted]s home had just been replaced a few years earlier with a home renovation project. The gutters were in great condition and the longest run of gutter was 1 section that was a length of 27'. Most of the gutters were under 20'. It was a one story home that had no additional roofs draining or putting undo stress on the lower gutters. The longest run acceptable by gutter industry standards is a 40' run with one downspout. None of the sections of her roof came close to maximizing the gutters also considering the amount of roof draining into them. So the next question we ask, is after you have your gutters clean, do they operate efficiently? (Her house has a large tree canopy) Her answer to us was yes if they were clean they worked.We replace gutters with 5" and 6" systems on 65% of the jobs we contract. Our business is replacing gutters when there is a need, however I don't consider it good business to replace peoples relatively new gutters when they are sized properly for a horne and in good condition, We make money off replacing gutters so if this was a situation that called for new gutters why wouldn't we have suggested it? We actually gave her a price both ways, using her existing gutters or replacing. She chose to keep her existing gutters and Install our gutter covers to keep the leaves out.
Let me first be clear that we have been out there several times at her request since the installation with a few different issues and areas that she asked us to come back and adjust the covers due to overflow, We have never refused her service. We want her to be a happy customer. Her first issues was water getting behind her gutter up in the front we went out and found a missing shingle in her roof valley had come loose so we re-installed it. This had nothing to do with our work but we fixed it anyway, No Charge. Then she was having problems in one rear section where she had experienced a rotted window before we came to do our work, and it was reoccurring. We found some debris, mold and mildew, had covered over the gutter covers and was preventing the water from passing in. We cleaned off the buildup, We went out again at her request to look at this area again. We found some roof tar that had leached off the roof system and matted over the MasterShield mesh. We cleaned it again. Also not covered under our warranty but gladly did it for free.
She then called me and sent an email in May of 2014 telling me she had a drainage engineer suggest rerouting the lower part of the downspout for runoff and add an additional downspout. I believe she also said it was possible the underground drain had collapsed which could be the root of this entire issue. Again, this ls the same issue she had before we ever came out to evaluate her system originally She asked if we would just install one downspout or should she get another contractor to do it, My answer was to her was to have her expert do it because we really had done everything possible to help and didn't want any more involvement. We had given her a price to replace the rear gutter and new downspout and MasterShield in the one section in the rear with the window and she said our price was ridiculous.
The problem is isolated to one small area at this point and is being caused by debris, mold, mildew, and roof tar accumulating on the top of the micro-filter. We don't guarantee against this. It is beyond our control and I have also included the additional Terms and conditions that she signed when she accepted the work to be performed.
We don't have a history that suggest that our customers are dissatisfied with our work. We have an A rating with [redacted] which is totally based on customer reviews, Carol herself gave us all “C's" which is even very low rating for us.
I would still volunteer to install a new downspout for her which was her last request to me, however a refund of her money is a ridiculous request. Please call me direct if you have any additional questions or would like clarification on any information. I feel we have gone above and beyond to make sure our system is working properly and made every effort to fix a few issues that had nothing to do with our work what so ever.
Sincerely,
Torn K
Owner

September 24, 2014Dear [redacted],I have been in the remodellng and new home construction for 40 years. For the past 20 years we have a niche focus on gutter installations and also gutter protection. There are manythings to consider when a customer calls us to their home to evaluate their systems. We...

look at the age of the gutters, the slope of the roof, the square footage of the roof draining to individual gutters, the size of downspouts, and the number of downspouts per run of gutter. The gutter system on [redacted]s home had just been replaced a few years earlier with a home renovation project. The gutters were in great condition and the longest run of gutter was 1 section that was a length of 27'. Most of the gutters were under 20'. It was a one story home that had no additional roofs draining or putting undo stress on the lower gutters. The longest run acceptable by gutter industry standards is a 40' run with one downspout. None of the sections of her roof came close to maximizing the gutters also considering the amount of roof draining into them. So the next question we ask, is after you have your gutters clean, do they operate efficiently? (Her house has a large tree canopy) Her answer to us was yes if they were clean they worked.We replace gutters with 5" and 6" systems on 65% of the jobs we contract. Our business is replacing gutters when there is a need, however I don't consider it good business to replace peoples relatively new gutters when they are sized properly for a horne and in good condition, We make money off replacing gutters so if this was a situation that called for new gutters why wouldn't we have suggested it? We actually gave her a price both ways, using her existing gutters or replacing. She chose to keep her existing gutters and Install our gutter covers to keep the leaves out.Let me first be clear that we have been out there several times at her request since the installation with a few different issues and areas that she asked us to come back and adjust the covers due to overflow, We have never refused her service. We want her to be a happy customer. Her first issues was water getting behind her gutter up in the front we went out and found a missing shingle in her roof valley had come loose so we re-installed it. This had nothing to do with our work but we fixed it anyway, No Charge. Then she was having problems in one rear section where she had experienced a rotted window before we came to do our work, and it was reoccurring. We found some debris, mold and mildew, had covered over the gutter covers and was preventing the water from passing in. We cleaned off the buildup, We went out again at her request to look at this area again. We found some roof tar that had leached off the roof system and matted over the MasterShield mesh. We cleaned it again. Also not covered under our warranty but gladly did it for free.She then called me and sent an email in May of 2014 telling me she had a drainage engineer suggest rerouting the lower part of the downspout for runoff and add an additional downspout. I believe she also said it was possible the underground drain had collapsed which could be the root of this entire issue. Again, this ls the same issue she had before we ever came out to evaluate her system originally She asked if we would just install one downspout or should she get another contractor to do it, My answer was to her was to have her expert do it because we really had done everything possible to help and didn't want any more involvement. We had given her a price to replace the rear gutter and new downspout and MasterShield in the one section in the rear with the window and she said our price was ridiculous.The problem is isolated to one small area at this point and is being caused by debris, mold, mildew, and roof tar accumulating on the top of the micro-filter. We don't guarantee against this. It is beyond our control and I have also included the additional Terms and conditions that she signed when she accepted the work to be performed.We don't have a history that suggest that our customers are dissatisfied with our work. We have an A rating with [redacted] which is totally based on customer reviews, Carol herself gave us all “C's" which is even very low rating for us.I would still volunteer to install a new downspout for her which was her last request to me, however a refund of her money is a ridiculous request. Please call me direct if you have any additional questions or would like clarification on any information. I feel we have gone above and beyond to make sure our system is working properly and made every effort to fix a few issues that had nothing to do with our work what so ever.Sincerely,Torn KOwner