Max-Flow Seamless Gutter Service, LLC

Please see response to the subject mentioned complaint and also videos and pictures showing the issues with open basement stairsIn a few of the pictures you can see the basement stairs are wet and in the video you can see the gutters working properlyYou can also see water pooling
in front of the stairs as his patio is pitched torwards the house and the stairsThis was a day with light rain, so you can imagine that with more rain, the stairs would become get even more wet
Response: When I first met *** for the estimate phase of the project, I immediately pointed out that he has drainage issues on his property due to the fact that most of the property is pitched towards the house and he had a family friend who is a handy man install his concrete patio which pitches towards the home and basement stairs in questionI happily gave *** multiple options of different types of drainage that he could install to help alleviate the problem, these included a drywell or French drainageHe also had some old underground drainage that he had no idea where they went or if they worked, I let *** know that he may be able to contact the city building department to find out if they have the original home plan on recordAt the end of the estimate *** stated that he would take care of the drainage himself at a later date and he did not want me to give him a price to install it. The first two dates of install, *** cancelled same day causing me to reschedule and unload my van to relocate and do other installsBoth cancellations cost me a half a day of time and labor eachHe also cancelled a third time a few days prior which was not a big deal, regardless, I did not charge him any extra for the same day cancellations. When we were finally able to perform the install, *** requested that I add some kind of way to bring the downspout farther away from the back of the home, I happily obliged as I hang my hat on my customer service and quality of workI added two flip up 10' downspout extensions free of cost and attempted to snake out his existing underground drainage also free of costDuring the install I also investigated other issues non gutter related and also researched the type of finish on his home that he had questions about and even gave him an example and showed him what types of tools he could use to fix and perform the work. The following morning after the install, *** called me at 6:AM to let me know he still had water in his basementI asked him to please go outside and take a look at the gutters as it was raining and I was minutes away from his homeHe went outside and informed me that the gutters were working properly and the downspouts were dispersing the water away from the homeI let him know that I would come over that morning and take a look at the home as a courtesy to let him know what the problem may beI arrived at his home at 8:AM and walked around his basement to find that he had multiple areas in his basement that were leaking, not just by the stairs His house was built in 1921, well before modern synthetic waterproofingThe stairs in question also are wide open to the elements and do not have an exterior door at the bot*** of themI researched basement waterproofing companies and gave *** a number to call, I also let him know that he should call a carpenter and have some sort of cover built over the exterior basement as it is wide open to the weather and the gutters only cover half of them*** also requested I add some sort of strapping system for his flip up downspouts that I installed free of cost, I made a special trip to his home to install them free of cost also. *** called me the same night and told me that he did not think that the wide open basement stairs or the leaking walls were the issue, he said that he wanted me to take another trip to his house to discuss the issue againI asked him if the gutters were overflowing over the back or front of the gutters, he replied "No, they are working fine." Beginning to feel like this customer was trying to take advantage of me, I told him that if I come over again I would be installing oversized downspouts any question of the gutters handling the water would be muteHe said "I will not accept that" I asked him "If you are admitting to me that you have witnessed the gutters working properly in the rain and you are telling me that they functioning well, what are you not accepting?" he responded again with "I will not accept that, you guaranteed me a dry basement." As a gutter contractor, I would never guarantee a dry basement as there are to many variables involved for me to guarantee such a thingI had already told *** that I would come to his home again when I told him I would install the oversized downspouts, as the conversation progressed it was clear he was trying to take advantage of me and I decided I needed to cut the cord with this homeowner as he admitted the gutters were working properly. I received the complaint from the Revdex.com and immediately called *** to ask him if he had any other issues, he said "No the gutters were working properly." The following morning I went to install the oversized downspouts and diverters just for good measureI saw *** days later at the property I do maintenance on and he said he saw the adjustment I made to the gutters, he also said he was going to "Write you more stuff"I received an email from him questioning the adjustments I made to his home, which were the exact adjustments he requested in his Revdex.com complaint and asked for me to come back and install even more free itemsI denied the request as I have fulfilled my contractual obligations long ago and am done being taken advantage ofI have built my company off of going the extra mile to take care of my customers and have many references available to validate this claimI also have pictures and videos of the gutters working properly at ***'s home along with the obvious issues of the lot and home design
*** *** Jr
Owner
Max-Flow Seamless Gutter Service