The Gutter Guys

I found The Gutter Guys on line. They came the same day (17/6/20) and said that the problem with a gutter that overflowed in heavy rain was debris in the gutter. I felt this unlikely as I have the gutters cleaned regularly but they removed a small amount of debris, took 30 mins and charged £150. The same evening, there was a storm and the gutter was as bad as ever. I phoned on 18th and they promised to come back on Friday 19th. They did not and I phoned. They promised Monday at 10.30. At ca. 3pm on 22nd I phoned. They 'could not understand' what had gone wrong and promised that they would come on Tuesday 23rd. with a 'phone between 8 and 9am. call to say when. No call. I phoned about 1030. Visit promised between 2 and 5 pm. I 'phoned at ca. 4.30 pm. and visit still promised. No visit. Wednesday 24th. I phone at 10am. Call back to fix time and say what went wrong promised. It is now mid-day and no call back or visit. I want my money back!
The company does not seem to have an office. The 'phones transfer from one to another and you often get an answering machine for a different number. If you keep trying you eventually get a human being.

The Gutter Guys takes customer service very seriously as attested to by our being in business since and over 300,satisfied customersWe appreciate the opportunity that the customer gave us to provide a solution to his gutter repair We try hard to exceed customer expectations but unfortunately in this case we did not The number one complaint in home improvement business is miscommunication and that seems to be the issue here The customer has no issue with the work we provided, his issue is with our method of payment As a small business we do not offer financing or billing arrangements on small jobs to non owner occupied residential homes with out prior credit approval When our office called to schedule the job to be completed we indicated at that time that someone would have to be at property to make payment or a credit-card would have to be used for paymentWe do jobs every day and it is never an issueWe have found from past experiences that it is very difficult and expensive to collect payment after the job is completed, we did not take any deposit or payment prior to arrival to complete the jobWhen our installation crew arrived at the job site the property owner was called again as no one was at the job site to pay and indicated we would need to process the payment and the property owner gave his credit-card information and we completed the job as requestedThe property owner had the right to not like our payment policy and go with another service provider but he choose to have us complete the work Now that the work has been completed he is complaining because he does not want to pay on our terms but on his terms which we did not agree to We feel that property owner received a quality job at the price he agreed to and paid and no credit will be given Thank you Tom R The Gutter Guys

The Gutter Guys takes customer service very seriously as attested to by our being in business since 1988 and over 300,000 satisfied customers. We appreciate the opportunity that the customer gave us to provide a solution to his gutter repair.  We try hard to exceed customer expectations but...

unfortunately in this case we did not.  The number one complaint in home improvement business is miscommunication and that seems to be the issue here.  The customer has no issue with the work we provided, his issue is with our method of payment.  As a small business we do not offer financing or billing arrangements on small jobs to non owner occupied residential homes with out prior credit approval.  When our office called to schedule the job to be completed we indicated at that time that someone would have to be at property to make payment or a credit-card would have to be used for payment. We do jobs every day and it is never an issue. We have found from past experiences that it is very difficult and expensive to collect payment after the job is completed, we did not take any deposit or payment prior to arrival to complete the job. When our installation crew arrived at the job site the property owner was called  again as no one was at the job site to pay and indicated we would need to process the payment and the property owner gave his credit-card information and we completed the job as requested. The property owner had the right to not like our payment policy and go with another service provider but he choose to have us complete the work.  Now that the work has been completed he is complaining because he does not want to pay on our terms but on his terms which we did not agree to.  We feel that property owner received a quality job at the price he agreed to and paid and no credit will be given.  Thank you
Tom R
The Gutter Guys

Your response is in direct difference to what the conversation I had with your phone rep Lorraine.  I was told that I could pay After the job was completed.  How many businesses demand full payment prior to the job being done.  I've never run into one, other then Gutter Guys, in my 65 years of life.  I do not accept your resolution and I guess I will need to take this up with my credit card provider to see what help I can get from them.
What happens if one of your on job employees has a injury and the job isn't completed in the visit?
 
Sorry Tom but Lorraine said something different 2 times over the phone.  I was told I could pay after the job was completed and personally I don't see what difference it makes if somebody is at home or not.  Lorraine was told I was going to pay by credit card after the job was completed and I also believe I said as much on the signed contract, that gives you full remedies for getting paid if a credit card and number wasn't forthcoming. 
 
Customer service doesn't appear to be a strong point.  I set this up right from the start to pay for the job after the job was completed which I believe is a industry standard but not the Gutter Guys.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The Gutter Guys EHT were so friendly. They did a fantastic job replacing my gutters. Both of the consultants, and all three of the workers smiled the whole time they were here. The guys cleaned up after themselves.
They even pulled my trashcan back up the driveway after the trash truck came through!

Review: We never confirmed they could come to clean our gutters in the first place and they still came. Our gutters were already cleaned previously by our landscaper. and They service were here not even 5 min left and gave us a bill that they still want us to pay for $271.36.

We wish that they were honest with us and told us nothing needed to be done and cancelled the appointment on the spot instead when we called we got an angry manager still demanding to be paid who then hung up on us!

Very unprofessional and unethical and we want to let the public know about this company and refuse to pay!Desired Settlement: They have our credit card on file and still may charge us. We want some sort of notice that we will not be charged.

Business

Response:

I would like to respond to the allegations [redacted]. [redacted] is making against our company. She called our company on November 6, 2013 to put a cleaning on schedule. She was given our cleaning price structure and was told we were running within two weeks to get the work done. She gave us a verbal agreement to put the work on schedule, also agreeing to supply us a credit card that would be charged upon job completion. At that time she supplied us with her husband's credit card information. Our office called her home on November 15, 2013(Friday) and left a message on the answering machine that our company would be out on November 18, 2013 (Monday) to do the work on her home. She never called the office to say she did not require the work to be done.

When our crew arrived at her property on Monday, November 18th, they knocked on the door and she answered. She was informed that we were there to do the work. At no time did she say she didn't want any work performed. Our crew removed the ladders from our truck, set them up, and cleaned the garage that her landscaper must have missed. They then set the ladders up on the house, noting she did have some gutter protection system on the gutters. The crew removed the sections over the downspouts to make sure they were not clogged and then they reinstalled the protection. The crew then cleaned off all the leaves that were on the roof and cleaned the leaves off of the gutter protection. They then cleaned up and put away the ladders. When they rang the doorbell to leave a bill, [redacted]. [redacted] at this point said she did not need any work done and refused to pay the bill.

Our crew obviously was there more than 5 minutes as stated by the homeowner. She then called the office saying she was refusing to pay the bill. She also claimed that her husband had called the office to schedule the cleaning, but all the work was under her name.

The manager returned her call telling her what the crew had done, but she would have none of it and said our crew were liars. She acknowledged answering the door, but that is all. The manager asked her what she thought was a fair price, considering there was work done. She didn't feel she should pay anything. He then asked her if she would be fair and reasonable and pay our minimum cleaning price of $125.00 plus tax. She refused again. We did everything possible to try and make her happy to no avail. We feel she could have also stopped the work at the beginning, and our crew did perform a service for her. Even though we disagree with her feelings, we did not and will not charge her credit card.

Our company strives for happy and satisfied customer's. Obviously, [redacted]. [redacted] is not one of them. We have wonderful ratings with The Revdex.com and hope that this one person's experience does not effect other potential customer's . The Gutter Guys have been in business since 1988, which I think says a lot.

Sincerely,

Review: I entered into a contract with The Gutter Guys on July 16 2013. It included replacing all the gutters on my home, along with three strategic locations for their Gutter Guard. A week or so later they came out to install the products. The install took the course of two days. The was a storm on August 13 2013, so I put on a rain jacket to view the new gutters operation. I found a spot where the water was flowing over a area where the Gutter Guards were installed. I took a video and sent it to the salesman. I looked around my home and found that the gutters they had installed appeared to be hanging off the facia. The salesman was here in a few days, and said that there appears to be something wrong with the install. We spoke of why the install was so bad and that his company: The Gutter Guys will correct the problem. Once the installers arrived, more than a week later, they said there was nothing they could do because the facia was not level. I asked when did they discover the facia was out of level, the installer replied when they were installing the new gutters. I asked why they didn't tell me about the facia the installer said they were there to install gutters. He told me that they repair facia and that they would repair it, for a fee. I asked the installer why didn't they tell me the facia was not level before the install or at least as soon as they saw how the install was progressing. The Gutters Guys installed their product on a facia they knew was out of level and did not inform or allow the customer to make an informed decision on getting the facia replaced. The installer told me about the warranty, I showed him the area where the gutter was flowing water over their newly installed product. I asked is that warranted to flow over their product? Is that a warranty? How can they warrant such a bad install. He said to me they were there to install gutters and that's what they did. A disappointing job. I wish I could see the future, I would never hired them to get near my home.Desired Settlement: I had them here to repair the guttering. They said their was no option to getting the gutters to look right except to have new facia installed. I would like to have two professional home builders of my choice, check the facia for level so that I can be sure I am being treated fairly. If the facia is out of level, and I mean OUT OF LEVEL. I will SPLIT the cost of new facia with the owner. If the facia is good and gutters were installed badly to get more out of me I will take this matter to court.

Business

Response:

The Gutter Guys would like to thank [redacted]or trusting us to perform work on his home.

We came out to install gutters on the property to the specifications that were agreed upon by [redacted] and our estimator. The gutters are hung with a slight slope to allow water to drain properly to the downspouts. Unfortunately the house has settled over the years and the house runs opposite of the way the gutters run so the pitch looks to the naked eye like it is too drastic. The Gutter Guys came back out to meet with [redacted] and put a level inside the gutters to show him that they are pitched perfectly. We can not be responsible for the pitch of the house. If we were to hang the gutters any higher, it would cause the gutters to be back pitched, which will cause problems to the home. We take pride in having great customer service and we have done everything that we could to this point to try and make [redacted] happy.

We would be willing to come out and add additional downspouts to the home at a reduced rate to minimize the pitch, or be willing to remove the system and reinstall it after he has the home looked at by a qualified technician at a reduced rate.