Complaints

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• Initial Complaint

  Date:04/18/2023

  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.

  on 10/28/20 a large tree fell onto my patio cover, falling against the garage, bending the cover and causing damage to my roof. We had to build a new garage, install a new patio cover, roof and new gutters. CJ ********************** salesman ************************* came out on 12/23/20 and provided a quote of ****. A **** deposit was paid, work began in June of 2021 and the balance was paid when the work was completed. All installed gutters have installation and leveling problems causing other problems such as standing water, leaking and overflowing gutters, and improperly installed leaf guards. We are asking Mr ********************** to correct the project. I have contacted the owner 6 or more times via telephone and by visiting the showroom on ***********. He repeatedly tells ** he will come and take care of it but never does. All in all we are very disappointed in the trust and confidence that we placed in him and we are exhausted in waiting for the deficiencies to be corrected.

  Customer Answer

  Date: 05/01/2023

  Enclosed find the complaint, contract and warranty attachments.

  
  

  

  Business Response

  Date: 05/11/2023

  Mr. and ***************** would not allow us to install the system according my plans.  It was originally designed on the signed proposal with strategically placed downspouts that would allow for adequate drainage if the gutters were kept free of debris.
  
  After signing the proposal, ***************** held up the job for months because she could not decide on a color. She finally decided on bronze at the last minute. I custom manufacture these materials for each job, so I was unable to make them in advance for this job due to her indecisiveness.
  
  Months later, before installation, the client suggested that our salesman changed the price on the contract after they signed it. If this were the case, the amount of the deposit and the remaining balance would not add up. This was settled a long time ago.  ** offered to return their deposit because they were so difficult to work with, but **************** apologized for the accusation and agreed to move forward.
  
  During the installation, the clients insisted that rather than following my plans that were designed with strategically placed downspouts that would allow for adequate drainage, they wanted the downspouts where they wanted them, and rather than draining onto the ground they would be draining into an underground pipe which would likely get clogged with leaves and debris.I advised them that this would not drain properly and could get clogged, and that they may want to consider no gutters on the patio due to the amount of leaves.  However they decided this is how they wanted it, so I did what they asked.
  
  After installation, the client called ** complaining about leaves blocking up the gutters. There are multiple trees all around the house which require the gutters to be cleaned regularly. She asked me to put leaf guards on the gutters and I told her that I do not put leaf guards on my patios because it makes water back up and could collapse the patio. I showed them how to clean the gutters and again advised them to add more downspouts because the house is so long. She not only refused, but insisted we move one of the existing downspouts because the area it drained in was making water pool by the door where the cement was low. She insisted we put it where she wanted it, so that is what I did.
  
  After this service call, I received another call that the gutters were dripping where I patched the downspout hole and it was holding water where it used to drain.  I came out on another service call and repaired the drip.
  
  After Hurricane ***, they called in again complaining that the gutter was "kinked" and overflowing.  I again explained that another downspout was needed going onto the ground instead of in the drainage pipe.  It was not leaking, it was overflowing because the pipe was most likely clogged because the leaves will obviously go where the water is draining.
  
  Upon inspection, I realized that the kink in the gutter was consistent with damage as a result of a branch falling onto the gutter during the hurricane. I could see the overhanging tree had freshly broken branches and the nearby outdoor lantern had damage as well. Storm damage, in this case a major hurricane, is not covered in our warranty and would be a paid repair, as it was not a result of poor workmanship or materials.
  
  The statement on the attachment that they question my ability or knowledge to correctly repair the project properly is absurd.  I have been in the patio business for over 40 years and this is all I do.
  
   As for the leaves and twigs in the gutters, I have no control over where they land. There are trees hanging all around the house and there is no avoiding this unless they cut them down.
  
  I do not dispute the claim that the gutters are overflowing.  The drainage problems would be solved by adding downspouts that drain on the ground and consistently cleaning out the gutters, which they are not willing to do. They likely also need a plumber to clear out the underground pipe.
  
  It is typical for leaf guards to be screwed into house gutters so they do not blow away. They should not have to be removed because they are blocking the debris from falling in. I discussed this with **************** during installation and he wanted it this way.
  
  To sum it up, this job was installed the way the client wanted, against my advice. I gave them a solution and tried my best to make them happy, but they would not allow me to do so. They called me repeatedly during the aftermath of covid and *** expecting repeated free alterations not included in the warranty.  I did what I could to accommodate, although my time was extremely limited due to the unprecedented amount of work and shortage of workers during this time. If I were responsible for the issues with the cover, I would gladly do whatever it takes to correct them.  However, I do not know what else I can do to make this client happy because she will not listen to me.
  
  You can see in the attached pictures where the gutter and lantern are damaged.  I also have attached the original drawing from the signed proposal showing in red where I wanted to put downspouts that they would not allow, plus some additional downspouts that I suggested on the job. I have also attached a picture of where they made me remove the downspout that was draining onto the ground and pooling outside of the door.