Ringland-Johnson Construction Co

Good morning,With regards to Mr [redacted] 's complaint, we did install Gutter Helmet on 4/13/over his existing guttersOn September 30, we opened up a service ticket to seal the rear right corner of his level two gutterOur service crew removed the Gutter Helmet in this area, and resealed the mitreAll of the existing gutters were sealed at time of installationOn May 4, I personally came out due to corner still leaking, I removed Gutter Helmet and noticed that it had been sealed several times and kept the service ticket opened to replace the 5" box miter at NO COST to the customerOn May 9,the service crew came out and took the outside corner apart to replace the miter, and the crew sent pictures to show where it has been embedded with a fiber tape and roof cement by someone other than utter HelmetThey took the miter off, and replaced itOn June 12,we were notified that it was still leakingOn June23, we again resealed itOn June 28,we were again notified that it was still leaking sent, we sent a crew out to re-pitch the gutter in that area and resealOn Augsent crew again and resealedIt is very difficult to seal old gutters where it has been coated with cementWe are doing everything to get this correctedAt this time we do have Mron schedule to reseal yet againIf this continues the only resolution is to replace the gutters on the second story, at an additional expense to the customerMr [redacted] s residence has continues gutters around the entire 2nd level and we are trying diligently for him not to incur that expenseWe do guarantee our tune up of the existing gutters not to leak for up to one year, in some instances there are those that simply need to be replaced We have all supporting paperwork regarding this customer should you find it necessary to review it further.Regards,Ron S [redacted]

On Wed, Sep 9, at 2:PM, Ron S [redacted] < [redacted] > wrote:Good afternoon Mrs*** The installation of the customers Gutter Helmet was in (years ago)In August the customer called in with an overflow issue which was determined to be due to dented panels from tree branches falling on the system In September we went out and replaced two Gutter Helmet panels at no charge to the customer as a one time courtesy, which is not covered under the manufactures warranty.In April, we received a call from the customer that he had a wind storm lift a couple of panelsWe sent our Quality Control Inspector out to assessHis findings were a couple of lifted panels in one area and more dents in other areas (panels needing replace) and can’t be determined how they were damagedWhether it was from another contractor, storm related, etc As stated in the complaint, the problem occurred during a wind storm, the warranty states, issues resulting from acts of nature are not covered under the Gutter Helmet warranty As a courtesy we did secure the two panels at no charge In addition, the customer has been advised there are damaged panels which are in need of being replaced If the panels are not replaced, the Gutter Helmet system will not be able to operate properly and as per the warranty, the areas involved are void until replaced The charges being referred to are for damages to the system, not due to warranty issues Ron [redacted] Regional Operations Mgr

December 2, Our apologies do go out to the [redacted] ’s for the delayWe are diligently working to get their installation expedited as soon as we can We appreciate their patience and understanding in giving us the extended time in order to get their installation done The desired settlement of having the work done by December 24th is a fair and reasonable time period to allow us to fulfill the contract, which we will accommodateWe will reach out to the customer with an installation dateSincerely, Installation DepartmentGutter Helmet by Harry Helmet

Their warranty covers material and performanceThe material obviously wasn't installed properly so it is not performingSo they say it's not covered via a windstorm? So if a system is installed for thousands of dollars and a week later the wind takes it off, the customer has to pay them to come replace and/or fix itThat's no warranty. We're talking about or ruined panels here and they won't fix it The company and products are a consumer ripoff.*** ***

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

Good morning,With regards to Mr. [redacted]'s complaint, we did install Gutter Helmet on 4/13/2015 over his existing gutters. On September 30, 2015 we opened up a service ticket to seal the rear right corner of his level two gutter. Our service crew removed the Gutter Helmet in this area, and...

resealed the mitre. All of the existing gutters were sealed at time of installation. On May 4, 2016 I personally came out due to corner still leaking, I removed Gutter Helmet and noticed that it had been sealed several times and kept the service ticket opened to replace the 5" box miter at NO COST to the customer. On May 9,2016 the service crew came out and took the outside corner apart to replace the miter, and the crew sent pictures to show where it has been embedded with a fiber tape and roof cement by someone other than utter Helmet. They took the miter off, and replaced it. On June 12,2016 we were notified that it was still leaking. On June23, 2016 we again resealed it. On June 28,2016 we were again notified that it was still leaking sent, we sent a crew out  to re-pitch the gutter in that area and reseal. On Aug.18 sent crew again and resealed. It is very difficult to seal old gutters where it has been coated with cement. We are doing everything to get this corrected. At this time we do have Mr. on schedule to reseal yet again. If this continues the only resolution is to replace the gutters on the second story, at an additional expense to the customer. Mr. [redacted]s residence has continues gutters around the entire 2nd level and we are trying diligently for him not to incur that expense. We do guarantee our tune up of the existing gutters not to leak for up to one year, in some instances there are those that simply need to be replaced.  We have all supporting paperwork regarding this customer should you find it necessary to review it further.Regards,Ron S[redacted]

December 2, 2015 Our apologies do go out to the [redacted]’s for the delay. We
are diligently working to get their installation expedited as soon as we
can.   We appreciate their patience and understanding
in giving us the extended time in order to get their installation done.  The...

desired settlement of having the work done by December
24th is a fair and reasonable time period to allow us to fulfill the
contract, which we will accommodate. We will reach out to the customer with an installation date. Sincerely, Installation DepartmentGutter Helmet by Harry Helmet

On Thu, Nov 3, 2016 at 6:06 AM, [redacted] wrote:The company came around yesterday to seal the corner again – so we’ll hold off on anything there until we have some rain and see how it does for not leaking.  As to the comment about replacing the gutter, I believe is sort of deflecting the issue.  It’s not the gutters that’s leaking but the corner miter.  That’s almost like saying I have to replace the whole door because I need a new lock.  I was told by the salesman when purchasing the Gutter Helmet product, that they go over the existing gutters and make them like they were new before installing the product.  All I’m looking for in the company to stand by what I was told when I purchased the product.

On Wed, Sep 9, 2015 at 2:25 PM, Ron S[redacted] <[redacted]> wrote:Good afternoon Mrs. [redacted] The installation of the customers Gutter Helmet was in 2003 (12 years ago). In August 2011 the customer called in with an overflow issue which  was determined to be...

due to dented panels from tree branches falling on the system . In September 2011 we went out and replaced two Gutter Helmet panels at no charge to the customer as a one time courtesy, which is not covered under the manufactures warranty.In April, 2015  we received a call from the customer that he had a wind storm lift a couple of panels. We sent our Quality Control Inspector out to assess. His findings were a couple of lifted panels in one area and more dents in other  areas (5 panels needing replace) and can’t be determined how they were damaged. Whether it was from another contractor,  storm related, etc. .  As stated in the complaint, the problem occurred during a wind storm, the warranty states, issues resulting from acts of nature are not covered under the Gutter Helmet warranty.  As a courtesy we did secure the two panels at no charge.  In addition, the customer has been advised there are damaged panels which are in need of being replaced.  If the panels are not replaced, the Gutter Helmet system will not be able to operate properly and as per the warranty, the areas involved are void until replaced.  The charges being referred to are for damages to the system, not due to warranty issues.   Ron [redacted]Regional Operations Mgr.