ComplaintsforNorthside Gutter Cleaning, Inc.

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT HIRE - RUN!!! New paint job is ruined, new gutters are stained, and I recently burned my leg on a pressure washer trying to clean up the mess that was left. Worst experience with a company in a very long time. The house was recently painted (last year); the technician left dirty black debris all over the newly painted windows, soffits and side of the house. The gutters are stained, the windows are stained, the soffits are stained, and while attempting to pressure wash the mess left by the technician, I bumped my leg against the pressure washer and burned my leg. Additionally, I canceled this appointment after being notified the morning of that a technician would be coming out to the house..A month ago I was told I would be put into a queue for a future date, and not to worry because I would be given a weeks notice... Not one hour. According to the cameras on my house the technician may have been there five or 10 minutes. My patio furniture was left with black debris on it, my area rugs are ruined.Worst experience with a company in a very long time. The house was recently painted (last year); the technician left dirty black debris all over the newly painted windows, soffits and side of the house. The gutters are stained, the windows are stained, the soffits are stained, and while attempting to pressure wash the mess left by the technician, I bumped my leg against the pressure washer and burned my leg.

  

  Business response

  06/29/2023

  Thank you for the feedback.
  - It looks like we did miss washing off a section of her home. If we had been given the opportunity, we would have promptly returned,and pressure washed the area where wet debris had gotten on her home.
  - ************** called, we told her we were 2-3.5 weeks out at the time. And our schedule was dependent on the weather and our work load. And we would work her in to the first available route coming out to her area. Would email her a day ahead or the morning of the appointment to give her a heads up that we were coming out and no one needs to be home. After 3 weeks, when the rain stopped, we were able to work her in to a route. We emailed her as agreed and we promptly cleaned her gutters.
  - While we were cleaning her gutters she called our office and told us that she is canceling her appointment. I attempted to reach our techs,but they were on a ladder and away from their phones. When they called me back they informed me that they had just finished cleaning her gutters and they were wrapping things up.
  - Shortly after that she called us back aggressively saying that she was not going to pay the bill.
  I an effort to amicably resolve the situation I immediately sent her this email:
  Hello Dxxxx,
  We want all our customers to have a positive experience with our services.
  Sorry that you feel that you were mistreated.
  We did take care of your gutters as agreed and I feel confident you will be pleased with the work we did.
  I will zero out your account per your request.
  Have a wonderful day.
  *****************************
  Direct 770-527-xxxx
  Office ************
  Northside Gutter Cleaning Inc.
  
  - From my experience gutter debris will not stain gutters or freshy painted siding. With simple cleaning the debris marks will clean up nicely.
  I appreciate that she went to the BBB to voice her concerns.
  Resolution: It appears that the desired solution is not possible.We Can not refund a payment that we did not collect. 

  Customer response

  06/29/2023

   
  Complaint: 20231964
  
  I am rejecting this response because this is not what happened..  
  
  Sincerely,
  
  Dcd ******

  Customer response

  07/05/2023

  I would like to provide pictures of the terrible job that was done by this company. 
  Additionally, when I called them approximately two months ago, I was informed that my name would be placed in the queue for a future appointment. I thought this was a strange and unusual way to do business, but I was told I would be notified the beginning of the week prior to a appt being scheduled, with plenty of time to cancel.

  I was notified in approximately 8:15 AM that a technician would be arriving shortly. I am mediately emailed and called the company to let them know I was out of town and I would like to be there to point out gutters that might need repair. 

  Approximate 20 minutes later, I received a bill for $175 for work that I did not authorize. 

  My security cameras place the technician at my house for approximately 15/20 minutes. In that time, the technician made a complete mess of the front and back of my house as well as the patio furniture. 
  I spent 3 hours with a house and pressure washer cleaning up the mess. I have a tumor in my back that cause extreme pain and this was experience was very unnecessary, and painful. 
  this company seriously needs to reconsider how it does business. 
  

  

  Business response

  07/11/2023

  Since have not received any money for the service we are unable to provide a refund. Customer satisfaction is important to us, and we appreciate your understanding.
  You called 20 days prior to your appointment to arrange the service. At that time we told you we were 2.5-3 weeks out due to the unpredictable weather. We did inform you that we would email you in advance to let you know we were coming out. We do not email a week ahead to promote cancelation.

  If we had been allowed to complete the service any debris that had gotten on the home would have been cleaned off. If further cleaning was needed we would have returned and pressure wash your home. We would also have had a professional carpet cleaning company clean the rugs at no expense to you.   

  We understand that there may have been some miscommunication and confusion regarding the completion of your gutter cleaning appointment. We apologize if this method of scheduling appeared unusual to you, as our aim is to efficiently manage our workload and ensure that all our customers receive the best possible service.
  However,we recognize that this approach may have led to some frustration on your part,and for that, we sincerely apologize. We strive to provide clear and transparent communication to all our customers, and we understand that we fell short of that standard in this instance.

  At Northside Gutter Cleaning, we take pride in our commitment to customer satisfaction. We value your feedback, as it helps us improve our services and ensure that similar issues are avoided in the future. Your experience matters to us, and we are determined to make things right.
  Once again, we apologize for any inconvenience or confusion caused. We appreciate your patience and understanding. Should you have any further questions or concerns, please feel free to contact me directly. We are here to assist you and restore your confidence in our services.

  Moving forward, we will reinforce our communication protocols to prevent similar incidents from occurring in the future. We continuously strive to improve our operations and customer service, and your feedback will assist us in achieving that goal.

  Once again, I apologize for any distress caused by this situation. If there is anything else we can do to address your concerns or if you have any further questions, please do not hesitate to contact me directly.

  Thank you for bringing this matter to our attention, and we value your continued support.
  Sincerely,
  *****************************

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