Business responded to complaint *** *** called our office and claims he just wanted a quote for gutter cleaningIt was quite a while ago when this occurred, so it is impossible to know exactly how that conversation went and what the variables were to make our scheduler set this
job upWhat I do know is that we have a track record of doing thousands of gutter cleans every year and this (jobs mistakenly getting set up) hardly ever happensThe customer was quite unreasonable, even when we said that this could have been an honest mistakeMr*** was belligerent and very offensive, and refused to give us the benefit of the doubtHe claims that "just showing up and doing the work" is an established business practice of our companyAfter the phone call, I checked the service records and discovered that Mr***'s wife was home when our employee arrivedShe told our tech to go ahead and do the work and made a comment about how difficult her husband wasShe said something to the effect of, "you have to pick and choose which battles to fight with her husband." My employee was quite confused and did not feel comfortable doing the work, but, again, she insisted.So, to recap, the work was scheduled (whether in error or the customer did so, but didn't remember), the job was done, and we told the customer he was not liable for paymentIf we made an error as a company, then we were and are more than willing to do the right thingWhat's confusing to us is the fact that Mr*** seemed as if he wanted to punish us for what may have been an honest mistakeWe tried to do the right thing...I just wished he would have too.kinds regards, *** *** Owner-The Gutter Boys 440-454-
This business response was received by Revdex.com staff member ** via email and is a copy/paste.Response: This situation is very disappointingThe job was set up after dialoging about gutter cleaning and needed repairsCustomer opted for just getting the gutter clean despite gutters being in
disrepairOur tech Scott, went to do the job, but felt terrible leaving the gutters in the condition they wereHe was not privy to the original conversationHe tried to contact the customer, but was not successfulHe did the small number of repairs and charged accordinglyOur policy is as follows: If repairs are under a certain amount, the technician is to go ahead and provide the repairsMost of our customers understand that completing small repairs at the time of service saves time and money, rather than a follow up visitIf the customer does not wish to pay, then we delete it from their accountThis was the case for this customerScott is a good, honest man, and he completed the gutter clean and repairs, but the customer only was charged for the cleanThe customer called back a few days later threatening to ruin our reputation if we didn’t resolve the issueWe were more than willing to dialogue, but the customer continued only to threatenI eventually talked to her husbandI told him that it was likely that new debris had fallen, given that many leaves were still falling, especially after the storms went through in early NovemberMany of our customers opt for a couple of gutter cleans per fall for this very reasonWe suspected this was the case, given the situation, and based on Scott’s impeccable reputationThe customer’s husband sent pictures that made it patently clear that new, yellow Maple leaves had fallenI told the customer that we were not going to charge them for any of the work, but that we felt it unfair to clean the gutters again without any reasonable compensationWe feel the customer should have some responsibility in determining when they need to have serviceAgain, we charged them nothingBeyond that, we felt the threats made to us were too much to overcomeWith any customer service situation, we are more than willing to work toward a resolution. Again, this is very disappointingWe provided a free gutter cleaning and some small repairs to the customer. To Revdex.com: As bad as this sounds, I left some seriously disturbing details out. Regards, Ken W***
Revdex.com: Hi, this is [redacted] the wife referred to within The Gutter Boy's communication. --- I was surprised by a man on a ladder and had a conversation with him through a second story window. Because he was insistent that my husband ordered this work, I did say that in marriage you have to pick and choose your battles, so if my husband ordered the work, ok. Please understand that all of these communications are to potentially help others IF there is a trend of performing unrequested work. I certainly hope the Revdex.com does not decrease The Gutter Boy's rating if there's no such trend-that was not the intention. Perhaps there's room for improvement in the scheduling methods/communications. Thank You for your time and considerations, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Business responded to complaint *** *** called our office and claims he just wanted a quote for gutter cleaningIt was quite a while ago when this occurred, so it is impossible to know exactly how that conversation went and what the variables were to make our scheduler set this
job upWhat I do know is that we have a track record of doing thousands of gutter cleans every year and this (jobs mistakenly getting set up) hardly ever happensThe customer was quite unreasonable, even when we said that this could have been an honest mistakeMr*** was belligerent and very offensive, and refused to give us the benefit of the doubtHe claims that "just showing up and doing the work" is an established business practice of our companyAfter the phone call, I checked the service records and discovered that Mr***'s wife was home when our employee arrivedShe told our tech to go ahead and do the work and made a comment about how difficult her husband wasShe said something to the effect of, "you have to pick and choose which battles to fight with her husband." My employee was quite confused and did not feel comfortable doing the work, but, again, she insisted.So, to recap, the work was scheduled (whether in error or the customer did so, but didn't remember), the job was done, and we told the customer he was not liable for paymentIf we made an error as a company, then we were and are more than willing to do the right thingWhat's confusing to us is the fact that Mr*** seemed as if he wanted to punish us for what may have been an honest mistakeWe tried to do the right thing...I just wished he would have too.kinds regards, *** *** Owner-The Gutter Boys 440-454-
This business response was received by Revdex.com staff member ** via email and is a copy/paste.Response: This situation is very disappointingThe job was set up after dialoging about gutter cleaning and needed repairsCustomer opted for just getting the gutter clean despite gutters being in
disrepairOur tech Scott, went to do the job, but felt terrible leaving the gutters in the condition they wereHe was not privy to the original conversationHe tried to contact the customer, but was not successfulHe did the small number of repairs and charged accordinglyOur policy is as follows: If repairs are under a certain amount, the technician is to go ahead and provide the repairsMost of our customers understand that completing small repairs at the time of service saves time and money, rather than a follow up visitIf the customer does not wish to pay, then we delete it from their accountThis was the case for this customerScott is a good, honest man, and he completed the gutter clean and repairs, but the customer only was charged for the cleanThe customer called back a few days later threatening to ruin our reputation if we didn’t resolve the issueWe were more than willing to dialogue, but the customer continued only to threatenI eventually talked to her husbandI told him that it was likely that new debris had fallen, given that many leaves were still falling, especially after the storms went through in early NovemberMany of our customers opt for a couple of gutter cleans per fall for this very reasonWe suspected this was the case, given the situation, and based on Scott’s impeccable reputationThe customer’s husband sent pictures that made it patently clear that new, yellow Maple leaves had fallenI told the customer that we were not going to charge them for any of the work, but that we felt it unfair to clean the gutters again without any reasonable compensationWe feel the customer should have some responsibility in determining when they need to have serviceAgain, we charged them nothingBeyond that, we felt the threats made to us were too much to overcomeWith any customer service situation, we are more than willing to work toward a resolution. Again, this is very disappointingWe provided a free gutter cleaning and some small repairs to the customer. To Revdex.com: As bad as this sounds, I left some seriously disturbing details out. Regards, Ken W***
Revdex.com: Hi, this is [redacted] the wife referred to within The Gutter Boy's communication. --- I was surprised by a man on a ladder and had a conversation with him through a second story window. Because he was insistent that my husband ordered this work, I did say that in marriage you have to pick and choose your battles, so if my husband ordered the work, ok. Please understand that all of these communications are to potentially help others IF there is a trend of performing unrequested work. I certainly hope the Revdex.com does not decrease The Gutter Boy's rating if there's no such trend-that was not the intention. Perhaps there's room for improvement in the scheduling methods/communications. Thank You for your time and considerations, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]