Ned Stevens Gutter Cleaning & General Contracting, Inc.

Thank you for your response. What is it you are waiting for from us? We are here days a week, happy to talk to you to discuss this matter. Call ###-###-#### and ask for the Manager named ***. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

We have searched for your account by address, phone number and email and we can't locate the account. Can you please give us the property address that we serviced? Thank you.Although I haven't been in the account, we don't 'force' work on anyone. We give customers their
options and they make a decision as to how they want to proceed. We also usually secure a deposit in part to ensure authorization. We have been in business for over years and we are A+ rated - we are not here to play any games. Once we locate your account, we can review the call and see exactly what was said. We are happy to share that call with you once we get your account information

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will accept that the business will provide the services promised to me on MonDec.12thWeather permittingIf not weather permitting, I would expect the company to complete the services within the weekOtherwise I expect a full refund
*** ***

We are sorry this customer is upset. On 6/6/at 4:P.Mwe spoke with this customer and she set up a schedule for regular gutter cleanings. We set up the schedule, confirmed that the customer authorized the schedule on an automatic cleaning basis, and sent the customer an email
confirming the dates of the schedule. We performed the first job which the customer paid for, and then we continued to perform the next services which the customer did not pay for. We left the customer voice messages since the last job was performed and have emailed her the bill on at least occasions. The customer emailed us on 9/26/requesting service and we again called her to discuss the outstanding balance for the jobs that were not paid and we again sent the customer the bill for the past balances. We were only doing exactly what the customer authorized us to do. We performed the services and in return we should be paid for the work we performed.In the spirit of cooperation and settlement however, we would be willing to credit one of the jobs. Therefore, if the customer sends us payment in the amount of $176.39, we would be willing to credit the balanceHowever, this is a settlement offer only and if the customer does not want to accept it, we will continue to pursue the full amount owed.We are making this offer in the hopes to 'split the difference' and hope that the customer is willing to use our services in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me with clarifications:
1) we will pay Ned Stevens the initial outstanding amount of $(no interest charges) once they have returned to clean our gutters.
2) We request that Ned Stevens advise us in advance with a specific date and time when they plan to provide this service to us
3) Once they come to clean our gutters we do not want any further services from Ned Stevens
Regards,
*** ***

We have searched for your account by address, phone number and email and we can't locate the account. Can you please give us the property address that we serviced? Thank youAlthough I haven't been in the account, we don't 'force' work on anyone. We give
customers their options and they make a decision as to how they want to proceed. We also usually secure a deposit in part to ensure authorization. We have been in business for over years and we are A+ rated - we are not here to play any games. Once we locate your account, we can review the call and see exactly what was said. We are happy to share that call with you once we get your account information

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. The property address is *** *** *** *** ** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Irrespective of your email in capital letters indicating "EXACT DATES OF SERVICE MAY VARY",
the fact remains that each residence in your Area of Operations IS affected by different degrees of leaf fallIn the case of our
residence A) we are not surrounded by deciduous trees and
B) I observed your crew mid-job and saw little to no debris being blown from our gutters
At best you should have notified us of your (week)EARLY visit and is there not a company common sense policy that if you report to a residence
and find no debris to move on to the next client without billing the occupants for unnecessary service ?
Regards,
*** ***

I am sorry that you are upset and I am sorry for the way your job was handled Having reviewed the account, I think it was handled wrong by the person you spoke with yesterdayWhen you called the office yesterday, the matter should have gone to a manager who could have gotten the job done
immediately The gentleman you spoke with yesterday will be suspended unpaid as a result of not handling the account properly As the President of the company, I can set the job up for Monday, weather permitting if you would still like However, if I don't hear from you, I will have the refund processed and mailed to you on Monday Again, I apologize to you for not providing better service

Complaint: ***
I am rejecting this response because:
The installation was repaired today The company accused me of lying and fabricating photos instead of coming to inspect When their installler finally arrived he could only laugh at the suggestions the comapny made that I caused the problem he took pictures to provide his company to show that the problem was their installation An entire part missing The previoous contention that another gutter could not be properly installed because of wiring was easily addressed by another installer I have many witnesses who have viewed both the installation and communications from the start and can attest that the product was not installed correctly It is the worse customer service ever I have widely forwarded my emails, the company's emails so others can make their own judgment based on photos and what people saw who came to my house I will let the hard evidence speak for itselfThose who think it was a supebr job and handled welll will undoubtedly call Ned stevens when they need gutters*** ***
Regards,
*** ***

We have been in business for over years, we are A+ rated, and we a family owned and operated business. Our job is to provide a fair and honest service to our great customers. As we do with all of our customers, we called to see if you wished to have a service performed (we had
performed service for you in the past). The person we spoke with agreed to have the service performed. We LATER learned that that person suffers from dementia and didn't have the capacity to authorize the work. As such we credited the bill and cancelled the future services. As we did nothing wrong here and in turn provided you with a service for free, and I can't understand why you are filing a complaint against us with the Revdex.com

Hired company to install new gutters on our home which they did to our satisfaction When the work was completed, I paid for the balance with a checkThe installer gave me a receipt to sign and indicated paid in full with my check number I did not look closely at the small print on what I signed but a month later I received an email for a gutter cleaning appointment at a cost of $per cleaning This company does not allow you to respond to there emails which in itself I find shady I called and spoke with a rep who told me that I when I signed the receipt that I also gave consent for gutter cleaning This practice, I find also to be very shady I of course told the rep to cancel any work and will never use them for anything again It's a shame because they probably could have earn my future business in maintaining my guttersI would be very careful with correspondence making sure to get everything in writing and of course don't sign what you haven't read

While we are sorry you were upset, we were only trying to provide the best service possible.  When you set up your service schedule on 11/1/13, your schedule was emailed to you.  That email says in all capital letters  "PLEASE NOTE THAT THESE DATES ARE APPROXIMATE DATES ONLY. EXACT...

DATES OF SERVICE MAY VARY DUE TO EARLY OR LATE FALLING DEBRIS, WEATHER CONDITIONS, OR OTHER NECESSARY SCHEDULING ADJUSTMENTS."  As you may recall, a large snowstorm was forecast for early December and did in fact hit the area in early December.  As such, the schedule was adjusted to try to perform all work before the winter precluded your service from being performed.  In the end, most of the homes which we were not able to sevice before the snow hit have still not been cleaned.

Complaint: [redacted]
I am rejecting this response because: after 2 failed attempts I asked to be present...and they showed up a 3rd time without permission....and on the 2 nd visit my wife observed them removing significant amount of debris from their cleaned gutters.....I'm tired of the treatment..poor service and lies......they aren't entitled to payment if they didn't satisfactorily complete the cleaning.....I'm hiring another contractor to complete....if  they persist or show up again after being told not too ,,,,,,a mistake.....yeah right.....I will consult with counsel
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. In reading the response from the business, it is clear how the Revdex.com game can be played from the business side of issues. The bottom line is that I do not have the time to keep disputing facts they put forth. Over the years, I have had this problem with them and, not so surprisingly, every person I have spoken to over the phone denies that they can produce a record. Makes me think the business response is nothing more than a clever way to smoke screen past and continuing business practices. Only when they are reported does something get done.  Coincidental timing? I think not.  However, I now have it in writing that they will never call again.

I handled this matter personally with this customer and the customer's information is wrong.  The customer hired us at the end of December to clean his gutters.  It was winter and we had received a significant amount of snowfall.  He was advised we would perform the work as soon as...

possible and was told the service was weather permitting.  Based on the harsh winter, heavy snowfall and low temperatures, we were not able to perform the work until April.  However, when we arrived at the house, our crew reported that the upper gutter was far too high for us to reach (which is a problem the customer has reported he has had with other companies and so he was aware of this potential problem.)  The crew took pictures of the ladder and the gutter to confirm that the gutter could not be reached. The safety of our crew is most important for us and we will not put them in harm's way.  Once we learned of the issue we advised the customer and refunded his credit card in full, immediately (during that phone call).

Complaint: [redacted]
I am rejecting this response because:
The information is not true.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The installation was repaired today.  The company accused me of lying and fabricating photos instead of coming to inspect.  When their installler finally arrived he could only laugh at the suggestions the comapny made that I caused the problem.  he took pictures to provide his company to show that the problem was their installation.  An entire part missing.  The previoous contention that another gutter could not be properly installed because of wiring was easily addressed by another installer.  I have many witnesses who have viewed both the installation and communications from the start and can attest that the product was not installed correctly.  It is the worse customer service ever.  I have widely forwarded my emails, the company's emails  so others can make their own judgment based on photos and what people saw who came to my house.  I will let the hard evidence speak for itself. Those who think it was a supebr job and handled welll will undoubtedly call Ned stevens when they need gutters.[redacted]
Regards,
[redacted]

All of our calls are recorded for Quality Assurance.  I have searched all of our phone records going back as far as January 1, 2011 and the only call that appears is a call yesterday, 7/7/14, where the customer called us to complain.  The fact that there are no prior calls...

recorded means that we did not have prior conversations with this customer (meaning, we could have called them but they did not answer because they saw our name on their caller ID).  As such, if we are calling and the customer does not answer because they see our name on their caller ID, we do not know that they do not want us to continue to call, and so the calls continue.  This customer is now on our internal Do Not Call list, and will not be called again.  We apologize for the inconvenience and are happy that this matter has now been resolved.