Ned Stevens Gutter Cleaning & General Contracting

Complaint: [redacted] I am rejecting this response because: after failed attempts I asked to be present...and they showed up a 3rd time without permission....and on the 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] ***

All of our calls are recorded for Quality Assurance I have searched all of our phone records going back as far as January 1, 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

With all due respect, November 26th is the perfect time to have your gutters cleaned, and it is the time slot that most of our customers desire The reason most people want this spot is because the leaves are more than 80% down by that point I have no doubt that there was debris in your gutters on November 26th If not from your trees, then from all the neighboring trees However, if you still feel that we arrived too early, we are willing to come back as soon as possible, weather permitting, and re-clean the gutters at your home at no additional cost (just the cost for the November service) I think this is a fair offer and result

We are sorry that you had a bad experience We have already suspended the crew indefinitely based on your call yesterday The customer is always right, and if the customer says they left a mess, they are suspended without pay As for the telephone call with the agent, most calls are recorded for quality assurance, and I will review the call to see if the agent was completely clear about the separate screen removal cost If not, you will be refunded for the screen removal cost and the agent will be suspended without pay as well We are A+ rated and in business for years We have been able to grow due based on our customers’ happiness, and the majority of our new customers statistically come to us by way of ‘word of mouth.’ Again, we are sorry you are upset and I will be in touch with you about the call once I have reviewed it

We do not perform any service unless it is clearly authorized by the customer For our customers' convenience, we pre-schedule service for future dates if the customer authorizes us to do so The June service that this customer is disputing was clearly authorized by [redacted] on December 11, at 7:50am All calls are recorded for quality assurance and we have reviewed the call The customer was aware that we would come out automatically for the June service (as we did for the fall service), and at 5:in the call, she specifically requested we arrive some time in the middle of JuneThe customer asked when she would be billed for the June service and at 6:she was told that we would leave a bill for her in the door when the job was complete.In the end, all we did was exactly what we were told to doThe call is available for review any time and can be emailed If you would like to review the call, please email your request to [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 issuesThe bottom line is that I do not have the time to keep disputing facts they put forthOver 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 recordMakes me think the business response is nothing more than a clever way to smoke screen past and continuing business practicesOnly 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

This company does not do what they claim First they come on site with a crew that had limited ability to communicate due to a spoken language barrier Next we had to point out clog areas that at first they claimed did not exist and then after being told went back and cleaned those areas out Their claim of providing a complete gutter system inspection is joke We called them knowing of at least three specific issues and did not report any of them as existing Would not recommend this company to anyone

We have been doing this work for years, and if our crew found a problem, then we believe there was a problem We will send out our QC Manager in the next few days to inspect the job and double check the information given by the foreman who did the work If the information given by the crew was wrong, they will be suspended or fired We do not take our job lightly Note that there is no incentive to either the crew or the phone operator to sell the work If we find a problem, we report it It's that simple After the QC inspection that is performed, we will contact you and let you know what we found While I cannot think of a time we have ever been wrong, it doesn't mean that the crew here did not make a mistake (such as entering information for the wrong house) Again, we will let you know what our QC Manager finds after his inspection

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 itselfThose who think it was a supebr job and handled welll will undoubtedly call Ned stevens when they need gutters[redacted] Regards, [redacted] ***

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 reachedThe 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)

We are sorry you are upset. We do not ever want to do a job that a customer does not want us to do. Doing so would not only upset a customer, but both jeopardizes the safety of our crews and delays service for other customers who are waiting. Therefore, I assure you that we... didn't know that you didn't want the job to be done. Here, the cleaning schedule was authorized and approved with the customer verbally and an email confirmation of the schedule was sent. The customer was advised that we would arrive automatically for each service. The customer was also advised that changes to the schedule must be made by calling the company. Specifically, the email stated "**Please do not reply to this e-mail, as responses are not monitored. Any changes to your schedule must be made by calling 800.542.0267, 7 days a week**" We did not receive the customer's email stating that they cancelled the schedule. As such, as promised on the phone and by email, we arrived and performed the service. Arabic Bulgarian Catalan Chinese Simplified Chinese Traditional Czech Danish Dutch English Estonian Finnish French German Greek Haitian Creole Hebrew Hindi Hmong Daw Hungarian Indonesian Italian Japanese Klingon Klingon (pIqaD) Korean Latvian Lithuanian Malay Maltese Norwegian Persian Polish Portuguese Romanian Russian Slovak Slovenian Spanish Swedish Thai Turkish Ukrainian Urdu Vietnamese

The only thing that is sad here is the fact that, despite all our best efforts, it is impossible to make this person happyThere was not one belligerent phone call, and I invite the Revdex.com, as I did all Yelpers, to listen to the phone calls for themselves so that they can hear the truth (the calls can be emailed very simply) The calls show the opposite of what this person says: they show a company struggling to deal with an incredibly difficult customer (probably the most difficult we have faced in years) who hangs up on customer service staff trying to help her And speaking of Yelp, we have close to 4-star reviews that were filtered by Yelp via their own internal filtering process We are a 4+ star company on Yelp if it were not for their filtering process (which is why they are the subject of numerous class action lawsuits which we soon are joining) We are A+ rated by the Revdex.com because most of our customers love us, and rightfully so: for years we have worked very hard to make every customer happy.So what did we do here to try our best to make this customer happy? We sent out our head QC Manager to each house multiple times to re-clean, re-repair and re-inspect, and he has relayed that the jobs were perfect But, as stated, you can't make everyone happy, no matter how hard you try, especially when they simply don't want to pay a bill for services rendered.As we have advised this customer already, her 1.5% service charge continues to grow And just as Arlington Properties would expect payment for services rendered, we expect the same, and are prepared to proceed with collections and litigation

I run this entire company and I personally handle this customer, having sent probably 30+ emails back and forth I have responded to multiple threats, accusations, and written defamatory statements, all in an attempt to resolve her issues (which change with nearly every email.) Quite simply, this customer will never be satisfiedThe gutters were installed perfectly and there are absolutely no issues with the material or installation The problem she is having with the gutters now is due to neglect: they have not been cleaned in quite some time Whens gutters are clogged, they overflow - it's that simple Furthermore, we cannot inspect and run water through gutters that are filled with debris, and she has been notified of same in writing Once she has them cleaned the gutters we will be able to inspect the system Note that we will not perform any gutter cleaning service for this customer at any cost Also, if her gutters worked perfectly fine in the past, there would have been no need to call us to replace all the gutters Regardless, she has been notified that she must clean her gutters and then we can return to inspect them

Our Quality Assurance manager reached out to this customer to explain that this was a free return visit to the home The customer had requested that we come back out to the home during the fall gutter cleaning service because the customer had felt we came out too early (See Notes from agent "2/10/2:P.MEmailed a response to Ms explaining that this was a return visit done at no cost based on her call to our office in Nov stating that we came too earlyIncluded a $bal inv to show it was done at no add costsmithg" The customer has no bill balance with us and was not charged for this service We fully guarantee all of our work and were returning to the home free of charge based off of a request from the fall Please see attached the bill with a zero dollar balance as our head of quality assurance indicated back in February

I can only tell you that we never knew that the job was not authorized We were asked to do a job, paid a deposit, we did the job and we were paid in full We did not know that the person who called us did not have the authority to book the work What is the tenant saying about this? Did they know they were not allowed to book the work? Does the lease allow them to book work without your permission? Again, we were only doing what we thought the homeowner wanted us to do

As I am sure you can imagine, we have been battling the weather every day Freezing temperatures and snow create safety risks that we cannot take However, the weather is good today and we will get your job done today barring some unforeseen circumstance Thank you for your patience and we are very sorry for the delay

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

This issue is not resolved, I have had no communications with Ned Stevens

Calling us a "scam" is terrible We provide a service when people request it, and that's what we did here On 9/1/at 1:P.Myou asked us to clean the gutters in the fall We reviewed the recorded call and we even sent it to you so you could hear it and you agreed in a later call that the service was authorized So thinking that you wanted service, we sent a crew to your house who did the job But you said you tur [redacted] them away because it was too early, so we agreed to come out a SECOND time, for no extra charge (that call was on 11/at 12:P.M.) And in December we came out AGAIN So that's crews, men, driving to your home in our busiest time when so many others are patiently waiting for service, to perform a service you requested twice, on recorded calls for anyone and everyone to hear, and yet we are somehow running a scam? Againthat's truly terrible of you to say We did every single thing you asked of us, and did so twice, and in the end the job was credited (which we told you on 12/at 11:A.M.) So, unlike others who received our service only once, you will pay nothing for having us to your house twice We agree with you that we will never service your house again

Complaint: [redacted] I am rejecting this response because:We did not ask you to do this work I told your customer service representative that the work was not authorized Your customer service representative went through my tenant and told her that someone at Ned Stevens had already spoken to me about the work This representative left out the part about the work not being authorized, proceeded to schedule the work with my tenant, and had my tenant give Ned Stevens a deposit and payment for the job Regards, [redacted] ***