Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Mr. ********************** Gutters to replace gutters on my home in October of 2022. . On March 3 I received a video and text message indicating rain was overflowing from gutters in that back so I reached out to the gutter company to let them know. It was at that time I was told the gutters in the back were not replaced. A representative from Mr. ********************** Gutters said they would return to replace/ repair issue but did Not. I have made several attempt via email and text messages to ***** at Mr. ********************** Gutters and have received no communication in return. I am now having excessive water overflow due to very poor installation and poor material. I had to hire another gutter contractor to assess this issue and give an estimate to repair and or correct issue. I regret using Mr. ********************** Gutters, LLC and certainly give a poor review of my experience and their poor communication.

  Business Response

  Date: 05/02/2023

  This customers work order was completed on September 14,2022. She was very pleased with the installation and her invoice receipt was sent to her, she requested to have all the gutters replaced only with no downspouts,  the back where she had the issue, gutters were replaced as well as her video shows and we always use a level to give the gutter its pitch from high to low towards the existing downspout like all gutter installers should. She only requested the downspouts on the front to be rearranged how she pictured it and how it was done by our company. The screen covers were installed because those are the kinds she chose, we also provide solid ones which cost more than the screen ones. If the property was having overflow issues is because the gutters or downspouts probably needed cleaning by the time her tenant sent her the videos of the overflowing issue, as you can note our estimate only includes downspouts in the front area, the already existing downspouts can also get clogged with time causing water to get stuck and overflowing. We always let our customers know beforehand that we check for any rotted fascia or soffit, if they will need to replace any gutters and downspouts and also whats the best option of guards for the property based on the trees around the property and the pitch of the roof. What customers ask ** to do or what they want done is not in our control after we recommend and tell them the best possible options. Also We work with a schedule timeframe if this customer was having the issue and we could not come back when she wanted us to or needed, there was no way for us to do it sooner and for this inconvenience we do apologize but there are other customers already scheduled that we cannot cancel. Our installation guarantee is mentioned on the estimate for 2yrs of our labor, we are always glad to come back and fix the issues if theres any, she did not have to pay someone else to fix it if it was a mistake on our part. Also Communication from our end was on time back and forth via email with her, and installation done on *************, our materials are purchased from the best supplier in GA which is Senox.com we do not use recycled, reused or cheap materials, we work on the properties like if they were our own. We do apologize for any inconvenience she went through.

  Customer Answer

  Date: 05/02/2023

  When I met with the representative of the gutter company, he told me I did not need to replace the back sprout because they were in good condition. I trusted his judgment and had no problem paying fir quality service. Money was never an issue when it came to receiving quality and reliable service. Please see attached gutter mesh that he said he uses and due to him being a professional at what he does and came highly recommended, I trusted his judgment. The problem ** having is the poor communication. When this work was complete, I paid him right away. I am having difficulty accepting that I agreed to a half a** job. ***** at Mr. ********************** Gutters, you know exactly what we agreed to do.  

  Business Response

  Date: 05/23/2023

  This customers work order was completed on September 14,2022. She was very pleased with the installation and her invoice receipt was sent to her, she requested to have all the gutters replaced only with no downspouts,  the back where she had the issue, gutters were replaced as well as her video shows and we always use a level to give the gutter its pitch from high to low towards the existing downspout like all gutter installers should. She only requested the downspouts on the front to be rearranged how she pictured it and how it was done by our company. The screen covers were installed because those are the kinds she chose, we also provide solid ones which cost more than the screen ones. If the property was having overflow issues is because the gutters or downspouts probably needed cleaning by the time her tenant sent her the videos of the overflowing issue, as you can note our estimate only includes downspouts in the front area, the already existing downspouts can also get clogged with time causing water to get stuck and overflowing. We always let our customers know beforehand that we check for any rotted fascia or soffit, if they will need to replace any gutters and downspouts and also whats the best option of guards for the property based on the trees around the property and the pitch of the roof. What customers ask ** to do or what they want done is not in our control after we recommend and tell them the best possible options. Also We work with a schedule timeframe if this customer was having the issue and we could not come back when she wanted us to or needed, there was no way for us to do it sooner and for this inconvenience we do apologize but there are other customers already scheduled that we cannot cancel. Our installation guarantee is mentioned on the estimate for 2yrs of our labor, we are always glad to come back and fix the issues if theres any, she did not have to pay someone else to fix it if it was a mistake on our part. Also Communication from our end was on time back and forth via email with her, and installation done on *************, our materials are purchased from the best supplier in GA which is Senox.com we do not use recycled, reused or cheap materials, we work on the properties like if they were our own. We do apologize for any inconvenience she went through.