Initial Business Response / [redacted] (1000, 5, 2014/12/01) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @yahoo.com This project was completed in As you will be able to see via the attachments the customer signed for seamless fascia guttersThe problem gutter is about ftin length and is installed to industry standardsAlthough it is not common, it has been known that when such long segments of gutter are installed there can be noises caused by expansion and contractionWe have gone out to the property before due to ***'s complaintUnfortunately the noise problem was not solvableWe then decided to proceed to communicate with [redacted] via email so that we would have documentation of the situationThe first email we sent to him had an attachment for an option to cut the existing gutter and install new end caps and possibly a new gutter if necessary for a small chargeWe sent the proposal to prevent future miscommunication and complaints because by cutting the existing gutters they will no longer be seamless and will be less pleasing to the eyeIn response he called our office and left a voicemail that said that he had had another roofing company come out, that they said the gutter was indeed installed incorrectly, and that it was fixableIn response to that I sent [redacted] an email and asked him if he could inform me on what they said the problem was or if I could speak to the roofer directlyI heard nothing back and then received the notice of complaintWe are willing to work with the customer and do what we can to solve the problemOur main concern is if we go and cut the existing gutter and install end caps we believe he will then not be pleased with the way they look Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] never tried to contact me.She only sent me an e-mail and a letter saying that they wanted to charge me for the repairsThey have never contacted me to discuss the solution that the other roofers have told me that are some options.There response is not trueSo when they give a honest response, then maybe we can work something out.My next door neighbors house has the exact same length gutter and they have no problemsThey have seen my gutters when they crumple up and have express how abthey lookSecond Generation did all my guttersI am only having problems with the oneas a matter of fact the gutter on the opposite side is about the same length and there is no problems with it Final Business Response / [redacted] (4000, 11, 2015/01/05) */ I am not sure as to why [redacted] believes I had not attempted to contact himI had called him in regard to the gutter problem and during our phone conversation he provided me with an email address which we proceeded to communicate with him throughThis was not ***'s preferred method of contact but [redacted] wanted to make sure that our conversations were documented to prevent "he said, she said" in the futureWe had sent an estimate of the proposed work to be done to fix the gutter problem [redacted] then left us a V/M saying that another roofing company had been out and proposed a solution to the problemI proceeded to email him again to see what exactly the other company had said they believed was wrong with the gutterI did not hear back from [redacted] and instead received the letter of complaint through Revdex.com via mailSGR is willing to go out to the property and cut the gutter in the middle and install end caps for no chargeDoing so will no longer make them seamless, so if this is the route that [redacted] chooses we would like a written acceptance before any work is performedI have attached a copy of the proposal that was emailed over, along with copies of emails that were sent Final Consumer Response / [redacted] (4200, 13, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) SGR is not stating the facts correctlyThey never offered to replace the gutter in their proposal.I have attached a copy of the only proposal I have received and there is nothing in there of replacing the gutterIf they wish to replace the gutter at no charge, that would be acceptable with meAgain my neighbors gutter is the same length and they have no problemsIf [redacted] would like to discuss other options [redacted] can feel free to contact meThank you
Initial Business Response / [redacted] (1000, 5, 2014/12/01) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @yahoo.com This project was completed in As you will be able to see via the attachments the customer signed for seamless fascia guttersThe problem gutter is about ftin length and is installed to industry standardsAlthough it is not common, it has been known that when such long segments of gutter are installed there can be noises caused by expansion and contractionWe have gone out to the property before due to ***'s complaintUnfortunately the noise problem was not solvableWe then decided to proceed to communicate with [redacted] via email so that we would have documentation of the situationThe first email we sent to him had an attachment for an option to cut the existing gutter and install new end caps and possibly a new gutter if necessary for a small chargeWe sent the proposal to prevent future miscommunication and complaints because by cutting the existing gutters they will no longer be seamless and will be less pleasing to the eyeIn response he called our office and left a voicemail that said that he had had another roofing company come out, that they said the gutter was indeed installed incorrectly, and that it was fixableIn response to that I sent [redacted] an email and asked him if he could inform me on what they said the problem was or if I could speak to the roofer directlyI heard nothing back and then received the notice of complaintWe are willing to work with the customer and do what we can to solve the problemOur main concern is if we go and cut the existing gutter and install end caps we believe he will then not be pleased with the way they look Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] never tried to contact me.She only sent me an e-mail and a letter saying that they wanted to charge me for the repairsThey have never contacted me to discuss the solution that the other roofers have told me that are some options.There response is not trueSo when they give a honest response, then maybe we can work something out.My next door neighbors house has the exact same length gutter and they have no problemsThey have seen my gutters when they crumple up and have express how abthey lookSecond Generation did all my guttersI am only having problems with the oneas a matter of fact the gutter on the opposite side is about the same length and there is no problems with it Final Business Response / [redacted] (4000, 11, 2015/01/05) */ I am not sure as to why [redacted] believes I had not attempted to contact himI had called him in regard to the gutter problem and during our phone conversation he provided me with an email address which we proceeded to communicate with him throughThis was not ***'s preferred method of contact but [redacted] wanted to make sure that our conversations were documented to prevent "he said, she said" in the futureWe had sent an estimate of the proposed work to be done to fix the gutter problem [redacted] then left us a V/M saying that another roofing company had been out and proposed a solution to the problemI proceeded to email him again to see what exactly the other company had said they believed was wrong with the gutterI did not hear back from [redacted] and instead received the letter of complaint through Revdex.com via mailSGR is willing to go out to the property and cut the gutter in the middle and install end caps for no chargeDoing so will no longer make them seamless, so if this is the route that [redacted] chooses we would like a written acceptance before any work is performedI have attached a copy of the proposal that was emailed over, along with copies of emails that were sent Final Consumer Response / [redacted] (4200, 13, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) SGR is not stating the facts correctlyThey never offered to replace the gutter in their proposal.I have attached a copy of the only proposal I have received and there is nothing in there of replacing the gutterIf they wish to replace the gutter at no charge, that would be acceptable with meAgain my neighbors gutter is the same length and they have no problemsIf [redacted] would like to discuss other options [redacted] can feel free to contact meThank you