ComplaintsforAerotech Gutter Service of Metro DC, Inc.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We scheduled an appointment with Aerotech Gutter Service to come clean out our storm drain line that was backed up. We paid a $130 deposit just to get them to calendar the appointment and come to the house. They came to the house on Wednesday, May 8 and were unable to clear the line. The techs told me I needed to reach out to another company with stronger/better equipment who could actually clear the line. I did so and ******** ******** was able to come out the same day (May 8) and successfully clear the line. As ******** was walking me through their charges, they pointed out that the industry standard to have an "attempt fee" that we would pay in case they were unable to successfully clear the line. If they were able to successfully clear the line, then I would pay the fee associated with a successful completion. Later that evening, Aerotech Gutter Service sent us an invoice for $265. When I emailed them on May 9 and asked them why the new invoice, and what the cost would have been if the crew had been successful in clearing the line. They replied that the cost would be the same whether it was an attempt or if they had been successful. But I cannot understand why I would pay the same cost for two vastly different experiences? This seems like a clear breach of industry standard. So now I have had to pay two times for the same service, but only one of the services was successful? I had offered to pay a percentage as an attempt fee but was told that was not possible. I would like the BBB to help me dispute this invoice, as a successful service was not rendered in the end.

  Business response

  05/22/2024

  Hi **** and ***,
  
  I hope this message finds you well. Lauren, in customer service, brought your recent experience with our services to my attention, and I wanted to reach out to address your concerns.
  

  After reviewing the situation, I have decided to waive the invoice in its entirety as a gesture of goodwill. By the time you read this message, Karrie, in accounting, will have refunded the deposit back to your credit card.
  

  Your satisfaction is important to us, and we are committed to ensuring that every customer receives exceptional (and clear) service from us.
  

  Regarding the confusion about the cost associated with the attempt to clear the drain versus a successful clearing, I'd like to provide some context about our service. Historically, we didn't offer drain clearing services, and customers were directed to ************ However, we received feedback from customers indicating that ***********'s pricing was unpredictable and often exorbitant. Some customers reported costs upwards of $700 for a quick clearing (ouch), which seemed unreasonable. In response, we invested in an auger machine, trained our technicians, and priced the service at what we felt was fair for two technicians spending one hour on the job. Our aim was to offer this service as an added convenience to our customers.
  
  Since implementing this service, we've completed hundreds of drain clearings successfully, with the occasional challenge like the one you experienced which is why we word the estimate with "attempt to clear". I apologize for any inconvenience this may have caused.
  
  Your understanding and patience with the previous email thread are greatly appreciated. I never like feeling I was "taken" by someone who works at my properties, which is why we strive to maintain positive relationships with all our customers and want to ensure that your experience with us remains positive.
  
  We value your business and look forward to the opportunity to service your property in the future, if you will allow us to do so. 

  I've also attached the signed agreement here for the BBB to reference. 
  
  Warm regards,
  
  Jason W******
  President
  Aerotech Gutter Service
  Missouri - Maryland - Washington D.C. - Virginia
  www.thegutterexperts.com

   

  Customer response

  05/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

*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. ↩