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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Date on contract 1/8/21 $898.80 Lifetime on finish, Business will not honor warranty guarantee on finish Will not talk to me Will not try to resolve Will not take my calls Lied to me
Business response
06/25/2024
****************** called and stated the gutter was having a color finish issue. When he called, I explained to him the warranty of the products was a lifetime warranty on the finish. Excluded in the warranty is damage to the finish from cleaning with improper cleaning products which I felt the issue was. I also explained to him that as small as the gutter that was affected, I could get it warrantied from the distributer without going through the manufacturer which is a process that the gutter would have to be removed and the damaged piece sent in for testing to see what caused the issue. I told him that I would handle it for him with the distributor. The labor warranty was out but I also explained to him that I would cover the labor if the distributor covered the materials. I explained that that would take a little while to go through the process. I submitted everything and the distributor agreed to cover the material. In the process of waiting for the material to get to us the customer called my office and was very rude and aggressive with my office staff ******. He said no one would return his call which is not true. The customer had my cell phone as well as my office number. He called the office several times and was rude and disrespectful to ******. I called him and asked him if he would like to go through the manufacturer and follow the proper warranty process. I also asked him why he was being rude to ****** and he said he was not which is not true. We came to an agreement that he understood that we were trying to help him and agreed to move forward with us handling the process for him. At that point ****** kept him informed that when the product got to my office that we would let him know and give him a date to swap it out. We did call when the product got here and we did go and change it out at no cost to him. The issue with the gutter was the process of him cleaning as well as the products. With that said we still covered it under warranty. I explained to him that the warranty process when not going through the manufacturer does take a little time. With that said we warrantied something that was not covered under good faith and good customer service. In my opinion we went above and beyond to handle this for him. Warranty processes take time. The gutter was fully functional until the process was complete. In the end we covered the problem under warranty and there should not be a complaint.
Thank you ***********************.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.