Our services were rendered on 8/31/16. Our offices were closed 9/1/16 through 9/5/16. Client contacted office on 9/6/17 and schedules for that day had been made the prior week - and we did not have any crews is his city on 9/6/16. Our crews returned on 9/7/16 and found that the home owners screens...
(not installed by us) had a hole (looked like a squirrel had chewed a hole through where two pieces meet). Screen was sticking up. Our service technician added screws to secure the screens. We did respond within 1 business day of our office re-opening after the holiday weekend.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I purchased my home in 2006, not in 2008 as stated by Ms. M[redacted]. I contacted Gutterman about warranty for the first time in 2008. Contrary to Ms. M[redacted] statement about "60 days for the date of home purchase" requirement, I was told in 2008 that I could transfer life-time "no clog / no sag" warranty by paying 10% of the original cost, which I did. I was never told about "2 visits in the first 5 years" nor was I ever provided with the copy of the original contract and warranty. I was verbally told by the Gutterman's representative that I was transferring Gutterman's LIFE-TIME maintenance warranty. I would have never paid over $200 for a limited maintenance (no repairs) warranty on such primitive device as gutters.Ms. M[redacted] statement about 5 year limit is clearly designed to justify Gutterman's refusal, that started in 2013 (2013-2008 = 5 years), to honor their life-time maintenance warranty. No one ever had mentioned anything to me about "2 visits in the first 5 years" limit before now. Rather, as I stated in my original complaint, in 2013 I was "blacklisted" by Gutterman. This fact was later confirmed by one of their owners - Ann M[redacted] (emails available upon request). Moreover, after complaining to Ms. M[redacted], the issues I had with the gutters were promptly addressed. Clearly, Ms. M[redacted] came up with this explanation to justify her refusal to provide service under warranty.I request Gutterman to provide me with the copy of the original contract and warranty purchased by the original customer. During the six visits mentioned by Ms. M[redacted] there were never any hood cuts performed, only a screen was installed on top of a hood in one place - in front of the garage. Their technicians had mostly flashed clogged gutters. They also adjusted one sagging gutter (the problem was pointed out to me by a structural engineer as the cause of basement flooding) on one of the visits. They also reinstalled an original gutter that was about 1-2" short and did not attach flash to the house due to the bad original installation (this was the cause of another flooding).Ms. M[redacted]'s statement that I "must keep the outside hoods / covers clear of tree sap, pollen and other debris" is just laughable. When a proper maintenance service by Gutterman had been performed, I had no overflowing issues for a year or more. This also allowed me to request only 6 visits over 8 years period. Besides, there is no way for me to reach 2-3 story high to perform any type of cleaning or gutters power washing (that was "recommended" Ms. M[redacted] for $350 on two occasions in 2016 and 2017). The promise of Gutterman's [redacted] is to stop leafs and over debris from clogging gutters, and this is what it does not properly do in some places, considering mature trees are all around the house.Ms. M[redacted] intentionally misrepresented the facts. The main and constant issue I have is with a different gutter on the back of the garage (see pictures, problem areas circled), not the one in front she referrers to in Gutterman's estimate. I had been told by technicians every time that this gutter was getting clogged. It gets clogged and overflows in the corner where it connects to the house and vertical downspout and also all along it, almost to the other end. But this is exactly what "no clog" maintenance warranty is supposed to cover. After every un-clogging, overflowing was gone for a year or more. This is the gutter I want to be serviced at this point. Other gutters on the back of the house work more or less as expected, so the problem must be in the gutter itself and not the trees in the backyard. During 2016 conversation with Ms. M[redacted] I asked about "metal to metal connections in two areas" that she referred to in Gutterman's estimate. I was told that it was not required to be installed at the time of the original installation in 2000 and that is why I'd have to pay for it. I never asked nor "insisted" for it to be installed for free and said I'd think about. But I also asked at the same time to send technicians to clear the clogged gutter on the back of the garage, and was refused.What's even more disingenuous (at best) on Ms. M[redacted]'s part, is that when I called on August 14, 2017 to actually retain Gutterman's paid services to install the same "metal-to-metal connections in two areas" recommended by Gutterman in their quote to prevent overflowing on the corners, Ms. M[redacted] spent about 15 minutes explaining how I DON'T NEED these because they can cause even more overflowing. So what is it, Ms. M[redacted] - do I need to "connect downspouts that run from upper level gutters to the lower level gutters" as stated in Gutterman's quote that you referred to or I don't? Or Gutterman just refuses to provide ANY type of service for me - paid or under warranty? I was actually told by two different roofers that I do need to install "metal-to-metal" connections, but still called Gutterman in order to use the original installer and not to void my life-time maintenance warranty. Video's below show that Ms. M[redacted]'s statement that "The water must 'stick' to the outside cover in order to achieve peak performance" and that is the reason for overflowing of my gutters doesn't hold any water [pun intended]. It clearly shows that overflow occurs in the corners, where there are no "metal-to-metal" connections and the rest of the gutters perform as expected.[redacted] After being told by Ms. M[redacted] that I don't need these metal-to-metal connections, I asked to at least send technicians to seal two leaking end caps that I can't reach myself due to two and three story heights. After an "effort to appease" me by Ms. M[redacted]'s for $150(!) for a 15 minutes job, I refused and told her that I would file a complaint with Revdex.com and would post my review of Gutterman on [redacted] (which I have not done yet) due to their refusal to honor their life-time "no clog/no sag" warranty.
Regards,
[redacted]
Our services were rendered on 8/31/16. Our offices were closed 9/1/16 through 9/5/16. Client contacted office on 9/6/17 and schedules for that day had been made the prior week - and we did not have any crews is his city on 9/6/16. Our crews returned on 9/7/16 and found that the home owners screens...
(not installed by us) had a hole (looked like a squirrel had chewed a hole through where two pieces meet). Screen was sticking up. Our service technician added screws to secure the screens. We did respond within 1 business day of our office re-opening after the holiday weekend.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I purchased my home in 2006, not in 2008 as stated by Ms. M[redacted]. I contacted Gutterman about warranty for the first time in 2008. Contrary to Ms. M[redacted] statement about "60 days for the date of home purchase" requirement, I was told in 2008 that I could transfer life-time "no clog / no sag" warranty by paying 10% of the original cost, which I did. I was never told about "2 visits in the first 5 years" nor was I ever provided with the copy of the original contract and warranty. I was verbally told by the Gutterman's representative that I was transferring Gutterman's LIFE-TIME maintenance warranty. I would have never paid over $200 for a limited maintenance (no repairs) warranty on such primitive device as gutters.Ms. M[redacted] statement about 5 year limit is clearly designed to justify Gutterman's refusal, that started in 2013 (2013-2008 = 5 years), to honor their life-time maintenance warranty. No one ever had mentioned anything to me about "2 visits in the first 5 years" limit before now. Rather, as I stated in my original complaint, in 2013 I was "blacklisted" by Gutterman. This fact was later confirmed by one of their owners - Ann M[redacted] (emails available upon request). Moreover, after complaining to Ms. M[redacted], the issues I had with the gutters were promptly addressed. Clearly, Ms. M[redacted] came up with this explanation to justify her refusal to provide service under warranty.I request Gutterman to provide me with the copy of the original contract and warranty purchased by the original customer. During the six visits mentioned by Ms. M[redacted] there were never any hood cuts performed, only a screen was installed on top of a hood in one place - in front of the garage. Their technicians had mostly flashed clogged gutters. They also adjusted one sagging gutter (the problem was pointed out to me by a structural engineer as the cause of basement flooding) on one of the visits. They also reinstalled an original gutter that was about 1-2" short and did not attach flash to the house due to the bad original installation (this was the cause of another flooding).Ms. M[redacted]'s statement that I "must keep the outside hoods / covers clear of tree sap, pollen and other debris" is just laughable. When a proper maintenance service by Gutterman had been performed, I had no overflowing issues for a year or more. This also allowed me to request only 6 visits over 8 years period. Besides, there is no way for me to reach 2-3 story high to perform any type of cleaning or gutters power washing (that was "recommended" Ms. M[redacted] for $350 on two occasions in 2016 and 2017). The promise of Gutterman's [redacted] is to stop leafs and over debris from clogging gutters, and this is what it does not properly do in some places, considering mature trees are all around the house.Ms. M[redacted] intentionally misrepresented the facts. The main and constant issue I have is with a different gutter on the back of the garage (see pictures, problem areas circled), not the one in front she referrers to in Gutterman's estimate. I had been told by technicians every time that this gutter was getting clogged. It gets clogged and overflows in the corner where it connects to the house and vertical downspout and also all along it, almost to the other end. But this is exactly what "no clog" maintenance warranty is supposed to cover. After every un-clogging, overflowing was gone for a year or more. This is the gutter I want to be serviced at this point. Other gutters on the back of the house work more or less as expected, so the problem must be in the gutter itself and not the trees in the backyard. During 2016 conversation with Ms. M[redacted] I asked about "metal to metal connections in two areas" that she referred to in Gutterman's estimate. I was told that it was not required to be installed at the time of the original installation in 2000 and that is why I'd have to pay for it. I never asked nor "insisted" for it to be installed for free and said I'd think about. But I also asked at the same time to send technicians to clear the clogged gutter on the back of the garage, and was refused.What's even more disingenuous (at best) on Ms. M[redacted]'s part, is that when I called on August 14, 2017 to actually retain Gutterman's paid services to install the same "metal-to-metal connections in two areas" recommended by Gutterman in their quote to prevent overflowing on the corners, Ms. M[redacted] spent about 15 minutes explaining how I DON'T NEED these because they can cause even more overflowing. So what is it, Ms. M[redacted] - do I need to "connect downspouts that run from upper level gutters to the lower level gutters" as stated in Gutterman's quote that you referred to or I don't? Or Gutterman just refuses to provide ANY type of service for me - paid or under warranty? I was actually told by two different roofers that I do need to install "metal-to-metal" connections, but still called Gutterman in order to use the original installer and not to void my life-time maintenance warranty. Video's below show that Ms. M[redacted]'s statement that "The water must 'stick' to the outside cover in order to achieve peak performance" and that is the reason for overflowing of my gutters doesn't hold any water [pun intended]. It clearly shows that overflow occurs in the corners, where there are no "metal-to-metal" connections and the rest of the gutters perform as expected.[redacted] After being told by Ms. M[redacted] that I don't need these metal-to-metal connections, I asked to at least send technicians to seal two leaking end caps that I can't reach myself due to two and three story heights. After an "effort to appease" me by Ms. M[redacted]'s for $150(!) for a 15 minutes job, I refused and told her that I would file a complaint with Revdex.com and would post my review of Gutterman on [redacted] (which I have not done yet) due to their refusal to honor their life-time "no clog/no sag" warranty.
Regards,
[redacted]