Professional Gutter & Drain, Ltd.

Our company responses are in the yellow highlighted text with in the complaint. Verbiage taken directly from the quote is in red. • Laid pipe as much as feet into neighbor’s yard, along a ft stretch from the back of my property to the roadOur agreed drain pipe route on the
property line was clearly marked by Professional Gutter and Drain on their map included with our contract. The pipe was installed onto the neighbor’s property at his direction and he advised our staff that he had got permission from that property ownerThe map that is being referred to is a sketch provided to our installation crew as a reference only and is not to scale or shows property lines or specific measurements• Cut off Cable and Telephone service to both my neighbor and myself by running their trench digging machine through areas clearly marked by UOOPSOur contract specified hand digging through these areas to avoid cutting the wiresOur crew did hand dig through the “tolerance zone” per Ohio law. The customer was advised when he requested a $discount for “difficulties and expenses” claimed by the homeowner on behalf of his neighbor that the lines were improperly marked and the lines were repaired by the utility company at their own expense clearing our company of any faultOur company sent the neighbor a $gift card as a courtesy for her inconvenience even though the damage was not our fault• Severed irrigation lines in three areas with their trenching machine and poked a hole in one line while probing for a drain pipe locationOur contract specified repair of cut irrigation linesInstead, their crew buried the cut tubing, concealing the breaks. Our Policy is clearly stated in the agreed upon Quote the homeowner reviewed and ask to be changed several times. Professional Gutter & Drain highly recommends that a qualified utility locator mark any and all private utility lines known to existThis will include but not limited to: underground irrigation systems, lamp posts, and underground electric dog fencesThe underground drainage systems that will or have been serviced by Professional Gutter & Drain will not be held liable for damage, and/or loss of service to any unmarked utility during excavation or installation of underground drain lines.ANY SPRINKLER HEAD, JUNCTION BOX, OR WIRING DAMAGED WILL NEED TO BE REPAIRED BY A QUALIFIED IRRIGATION SPECIALIST AT THE PROPERTY OWNERS EXPENSESimple sprinkler line cuts that are made, and known to exist will be repaired on site to the best of our ability but are not guaranteed repairs to the irrigation system• The Drain lines were not placed deep enough to allow for the installation of my paver patio. After the installation was completed per the project scope by our crew the homeowner met with a landscape company about installation of a new paver patio and it was discovered at that time that their preferred installation methods require 6” of compacted base above the drain lines. Our staff was never notified at the time the project scope was created reviewed and changed at the home owners request multiple times on multiple visits to the site that a future paver project will require special conditions outside of our standard installation practices. Conditions: All material is guaranteed to be as specifiedLabor and materials will be 100% covered against defects for a period of years from the date of completion not including maintenance itemsAll work to be completed in a workmen like manor according to standard practicesAny alteration or deviation from above specifications involving extra costs will be executed only upon oral or written orders and will become an extra charge over and above the estimateAll arrangements contingent upon strikes, accidents or delays beyond our controlOwner to carry fire, tornado, and other necessary insuranceOur workers are fully covered by workman's compensation insurance and contractor's liability insurance The purpose of the drain line installation was to prepare for my new patio and this was clearly stated in our contractFalse- the quote doesn’t reference a future paver project in fact the conversation and quote reference concrete being poured over new drain pipes which are plenty deep enough a concrete patio to be installed. In our CRM system we keep notes of what and why the customer is requesting a quote or service. We call this the “problem statement”. On 4/3/the home owner called in as a repeat customer and requested a new quote for drain line installation. His problem statement was “Poring new cement patio in the backyardWants to have (drain) lines installed that won’t be damaged by this”Scope of Work: Right Rear of Home Removal of approximately LF of existing 3” PVC drain line and replacement with 4” SDRheavy dutyWe will be tying in (3) downspouts, the first two with a screw cap cleanout and the last from an existing “lineWe recommend using this heavy duty pipe when there is a crush hazard or high risk of root invasion by aggressive tree speciesIt's increased strength combined with being solvent welded at all joints and fittings make this pipe far more resistant to these hazards than standard duty pipeThe excavation will be done with a trencherNew drains will carry water to tie into existing 3" drain line on the right side of homeWe will leave approximately LF exposed so that concrete can be poured laterSee attached excavation policySee also attached warranty information • Failed to honor their workmanship warrantyThe installation was done in a workman like manor and to standard practices. The issue with the drains not being deep enough for a project we had no knowledge of is not a warrantable problem. Instead, they gave me an estimate of $to properly reinstall the drain lines to allow for my patio installation. This price was given at a highly discounted rate at the direction of our company owner On his site visit, the owner seemed more interested in talking his way out of the installation errors and blaming them on me, than burying the drain lines deeper to allow for my patio installation. The project scope was reviewed by and written specifically in parts at the direction of the home owner. The discovered problem of the drain lines not being deep enough for a paver project is not a installation error but an instruction error at that fault of the home owner. It’s not fair to blame our lack of knowing about a future paver patio project when we were notified a “new cement patio” would be placed over top of the new drain lines It should also be noted that the home owner was hostile toward our installation crew and verbally assaulted them. The desired resolution is denied. We will not subject our staff to unjust future treatment of this sort

This letter is in response to your letter to me dated March This letter concerns the complaintID***.The matter in complaint *** has not been resolvedI provided to the Revdex.com and ProfessionalGutter & Drain copies of photos of icicles on every gutter on my roof last yearThis was after theinstallation of the Gutter Guards by Professional Gutter & DrainWhat did you do with thedocumentation that I provided Revdex.com? These photo's clearly show the problemProfessional Gutter &Drain have not nor has the Revdex.com provided a solution to my problemOn Sunday Feb 22nd Kevin sentme an email and I quote "I came across this article yesterday as we have been getting several relatedcallsWe even get calls from customers that we have installed new gutters on their home that workperfectlv when it rains but have experienced ice this year and have not noticed it in the past." Iprovided Revdex.com a copy of this email in my original correspondenceMy gutters again had problems withicicles again this year but the icicles were not as large or numerous as the previous year.The problem is that when it rains or snows some of the water from these events gets into the guttersthorough the gutter guards and some of the water flows over the gutters onto the groundThe guttersand Gutter guards were installed May/June After the installationI called Professional Gutter &Drain and spoke to KevinI explained to him that I was having a lot of water drip over the gutters after itrainedHe sent out some workers to do some caulking around the gutter guardsThat did not reallyhelpEnclosure is photo of one area in the back of my house of mud on the cement blockThis wascaused by the rain water dripping over the guards onto the mud ground and splashing up onto thecement blockThis mud damage was caused from the time after the installation of the gutter guardsIam also inclosing a photo of the rain water dripping over one area the guttersThis photo was taken3/13/(Enclosure2)This photo represents what happens over every gutter, the entire length of thegutter, on my house now that gutter guards have been installedEnclosure is *** ***s brochurewhere they state there is a Life time warranty on their product.As with my original correspondence, I want the gutter guards to be removedI want reimbursement forthe cost of the gutter guardsIn addition, any damage caused to the gutters with the removal of thegutter guards will be borne by Professional Gutter & Drain.Sincerely,

This issue was addressed by the owner as requested and the problem is resolvedUnfortunately the work was completed years ago and we have since changed systemsWe could not locate the orginal paper work with just the customers name and addressExtra time was required to manually search thorough
boxes of paper workHaving no invoice number, date, check number or amount invoiced made this a difficult taskAt Professional Gutter and Drain we take pride in our reputation for excellent customer service and the quality of our workWe answer and return phone calls as quickly as possibleService after the sale is part of our culture and given the time we champion working hard to impress all of our customers, new and old

They have made no offer in their response to resolve the matter, and they have distorted the facts to avoid honoring their warranty and legal requirements to perform work in a professional mannerI have been advised to ask for the contact information of licensing agencies that regulate their businesses and to seek contact information for customers of Professional Gutter and Drain who have had similar experiences with this companyWe suspect that this businesses lack of regard for customer satisfaction and their responsibilities under state and local law has created a substantial number of dissatisfied customers that we would like to reach.Regards,*** ***

Hello, [redacted]. I wanted to forward my email exchange with [redacted] who at the time was the contact for product issues/warranties.  I'm doing this in an effort to be completely transparent and show you that I did in fact follow through with your request to start the claim process for a refund....

 I contacted [redacted] shortly after our phone conversation this morning requesting that this issue be resolved for my customer. The forecast is calling for rain later this week   if you have the ability to video record any rain water run off from the roof over top of the guards please do so.  I would say it will be valuable to help support our case to [redacted] for reimbursement.  I very sorry that the product has fallen short of your expectations and even more so that the [redacted] company representatives failed to follow through. As you can see the last email I received was "done" from [redacted].  I has no reason to assume that the issue was still unresolved.  It obviously reflects poorly on my business and that is something I don't take lightly.  I have copied in two reps from [redacted] and the Revdex.com dispute representative in hopes we can resolve this issue quickly. If you have any questions or concerns feel free to reach out to me anytime on my mobile phone at ###-###-####.  Thanks

Hello, I'm sorry that your not happy with your experience with my company.  I can assure you we have a system of accountability and will look into this situation thoroughly. In order to prepare a response and to help my efforts to fully educate/understand what has transpired to this point...

could you please share the pictures and video you reference.  Thank you. -KF

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

We are working with the manufature [redacted] to open up a claim. The product is not [redacted]. We will be in contact to continue this process. -KF