Ned Stevens Gutter Cleaning of L.I., Inc.

Review: This is the worst experience with any home service I have ever had. They promised cleaning by 11/**. Now it is 12/** and nothing. They already charged my credit card before service. There is 8 inches of snow on the ground and ice in the gutters. They will not come unless warmer than 38 F degrees. I can't get anyone to come out now. My friend in town had a service plan for 3 cleanings a year and his job was done 5 weeks ago. BEWARE IF YOU SCHEDULE A SINGLE SERVICE, THEY WANT YOU ON A PLAN!Desired Settlement: Negative Revdex.com rating to protect consumers

Refund

Business

Response:

[redacted],

In response to complaint #[redacted] please see the following. Thank you.

We are sorry that you are upset. As you know, we spoke about your issues on Saturday 12/**. There is nobody more frustrated by the weather than we are. Unfortunately, we need temperatures above 38 degrees so that debris in the gutters isn’t frozen, AND we needed snow to melt from the ground so that our men on ladders are safe.

You had originally called us in early November, specifically requesting late November service. We scheduled you for the end of November. However, we have many customers, both service plan and new customers like yourself, all demanding service at the same time. We do our best to get to everyone, but this year it snowed heavily very early, and we were stuck not being able to work. We wanted nothing more than to work, but we cannot put our men in harm’s way.

As such, we had to wait.

We are sorry you cancelled your service and I personally apologized to you for the delay. However, we cannot control the weather.

Ned Stevens Gutter Cleaning

Review: [redacted] claimed that they cleaned my gutters and is now charging me for service. The service was not scheduled, there was no notice that a service man was coming to my house and there is no proof that the service was done. In addition the charges of supposed service contain a charge for gutter screens we do not have gutter screens on our gutters.Desired Settlement: Remove charge as there is no proof that work was done since there was no one at the residence to visually see that work was done or sign that work was completed. Cancel service completely.

Business

Response:

RE: Revdex.com Complaint ID [redacted]

Dear [redacted],

Please know that [redacted] did in fact schedule the

gutter service referenced in her complaint. In evidence of such, I have

attached a file comprised of 5 pages, each marked with their page number in

blue ink.

Page 1 is the original invoice Job #[redacted], performed by Ned

Stevens on 6/**/2013 and detailing the charges for a gutter cleaning including

an accompanying Screen Charge for $20.00, a charge that is present only when

the customer informs us that their gutters contain screens.

Page 2 is the signed authorization returned to [redacted]

by [redacted], clearly authorizing the scheduling of her next gutter cleaning

service in the month of November for the fall of 2013. It is important to note

that Page 2 was originally attached to Page 1. [redacted] separated it from the

invoice to return it with her payment.

Page 3 is the actual payment details for the credit card

transaction paying for invoice Job #[redacted] (noted above) in full, dated

7/*/2013, without any deduction for the screen charge of $20.00.

Page 4 is the invoice for Job #[redacted], with a work date of

11/**/13. This invoice is identical in both cost and services, including the

screen charge previously paid for by [redacted] in full and without objection.

Page 5 is the email sent to [redacted] yesterday, which

contained two files; the first being a copy of Page 1 and the second being a

copy of Page 2 (both referenced above). [redacted] chose to ignore both the

email and its documentation and proceed with filing an erroneous complaint

against [redacted] with both the Revdex.com and the office of the NYS Attorney

General.

As a matter of standard operational procedure, we do not

schedule gutter cleaning services without an appointment service fee or an

emergency services fee. Over 99% of our business is performed without these

special services. As such, more often than not, our customer is not home at the

time of our service. We leave an invoice behind for the customer, detailing our

service and charges and in so doing, letting our customer know that we were

there. If a customer requests, we will provide a call the night before, alerting

the customer that, weather and scheduling permitting, we anticipate servicing

their home “sometime tomorrow”. Clearly,

[redacted] did not request any of these services as is documented by her

original invoice (Page 1) and her automated request for her fall 2013 service

(Page 2). If we were only to receive payment on the gutter cleaning services

performed when our customers were home, we would have been out of business

shortly after we entered into it. Please note most importantly, that prior to

[redacted] receiving the attached email (Page 5) , her contention was that she

never ordered the gutter cleaning service in question. After receiving this

email, she completely amended her claim and complaint with that of “no proof

of service”. She further claimed that she did not know what she was signing. Each year thousands of our gutter cleanings

are pre-authorized by our customers in the interest of convenience, not

chicanery. [redacted] is clearly an exception to the rule.

Additionally, two people on my staff tried, to no avail, on

three separate phone calls to discuss all the above with [redacted], but she

would literally not stop screaming and allow for normal discourse.

[redacted] does not ever bill its customers for fictitious

services nor does it ever fabricate customer service requests. If, in fact, [redacted] removed her gutter screens between the time of her first cleaning in June

and this last cleaning in November – or even if not, I would be more than willing

to credit her for this charge in the interest of payment resolution. I have up

to this point in time received no such proof to this possibility, nor did the

crew that performed [redacted]’s gutter cleaning alert my office to it either.

It is my intention to have a quality [redacted] verify the presence of

screens or the lack there of.

It will be my pleasure to assist with any additional

requests, which you may have concerning this complaint. It is my hope that [redacted] will rightfully be exonerated of any wrongdoing and that [redacted] will be prevented from further maligning our reputation with your organization.

Thank you for your assistance,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have

reviewed the invoice from June in which I paid in full. The company cleverly places the signature for

another cleaning under the location for paying by credit card so that you can

be fooled into signing to approve your credit card. With that said, I am willing to pay the bill

with the following adjustments for services not performed.

1. The service is for clean and flush of our

gutters, however, as stated on the invoice there was no water present (because we

did not know the gutter services was coming – we were never informed by mail or

by phone message that the gutter services would be coming on the specified

date) so, I am being charged for a “flush” that was not done.

2. Most of our gutter screens blew away

with the strong winds over the summer so we removed the remaining screens from

our gutters. There were no screens

present in November.

If there is

a reduction of charges, i.e., a removal of the screen fee and a reduction for the

flush portion of the bill that was not done, then I will be willing to pay for the

service.

Once the

bill is paid, the company should never solicit our business again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],

Please know that it is more time consuming and as a

consequence, more costly to perform a dry gutter cleaning than it is a “clean

and flush”. Regardless of method, we provide the customer with clean gutters.

In the interest of amicably settling this dispute, we will

adjust the bill with a total credit of $40.00 to cover the screen charge as well as the

additional credit requested by **. [redacted].

Thank you for your assistance in settling this dispute.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. When I receive the updated bill with the $40.00 credit, I will consider the issue resolved.