ComplaintsforAll Gutter Systems

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired a gutter company to install gutters, I had requested quotes from various gutter companies and hired ******* **** *******. I sent in a deposit check to whom I thought I hired (******* **** ********) but later found out when they said they hadn't received the check, but I know the check was already cashed I checked into it and found that I had sent it to the wrong company (All gutters System). Instead of All gutters system reaching out they cashed the check and ordered material (material I never chose) and refuse to give me my money back (******)

  

  Business response

  01/10/2022

  This customer had numerous correspondences with her salesman. We have the most complete process there is when supplying our customers with their information throughout. She received a written estimate including pricing, materials, pictures of her home with colored lines designating where the work will be done on her home (with colored lines and wording). It doesn't get any clearer than this. She clearly knew she hired us. She sent us an earnest deposit for her work to be completed. We then ordered the material. She was given the week we would be out to perform the work on her house. She phoned a few days prior to us doing the work and requested her money back. We already secured the materials for her job and paid our employee to do his job selling it and our labor to pick up and stock the material. I will not return her deposit.

  

  Business response

  01/10/2022

  Additional note:
  We never received any checks written out to any other company. We only received a check from her written out to All Gutter Systems. So there would be no reason for us to question her deposit. We have a copy of the check.

  Customer response

  01/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My only correspondence with this sales person was to inform them they were not the company I hired and that I sent the check to the wrong company. I didn't pick out any color with this company for them to order materials!

  

  Business response

  01/18/2022

  We are all about servicing our customers. We've been in business for over 40 years with an A+ rating most of those years (because of how we service our customers).
  Let me be clear... This customer is not being honest. She had several conversations with our salesman (all documented via email and phone date/time stamped). I have all of these documents should the BBB need to review them. Here is the timeline/history of correspondence with the said customer:
  12/13 - Quote sent; 12/15 - Salesman called customer to discuss the estimate including COLORS of downspout, customer at this time said that she had sent a check in the mail (which is her earnest deposit stating she in fact wants us to do the job); 12/16 - Rec'd depost, also Rec'd message from customer regarding # of downspouts; 12/16 - Customer also sent an email to the salesman at 7:55 AM: quote - "Good morning, ******.I was looking at the quote again and noticed you only have 3 downspouts listed, drawing shows 5 and I beleive 5 is what's needed? Thank you, *****." 12/16 - Salesman responding to her letting her know that there was only 5 downspout quoted. 12/17 - Upon receiving her deposit materials were ordered for her job (due to Covid, materials are hard to get, along with shortages, and back orders. Therefore, we order our material right away). NOTE: ALL the information for all materials, footage, pricing, COLORS, pictures of each downspout location and number of downspouts drawn on the picture and location on her house. 12/22 - Customer called salesman at ****** wondering where we were at. She thought we were supposed to have been out to do her job already. 12/22: Salesman returned her call at 8:02 AM to tell her that she wasn't scheduled for another week and a half. 12/22 - 8:13 AM customer called salesman back to tell him that she made a mistake. She "meant to" hire another company and wanted her deposit back. 12/22 - Customer was told she would not be getting her deposit back since we had already received her materials that were orderd for her job. She then, badgered her salesman all day and for a full week about getting her deposit back along with threatening comments.
  So, this customer had numerous interaction with our salesman over a period of weeks - not just one in which she hired the wrong company.
  This is the actual accounting of our experience with this customer (with documentation).
  When we order material and have to return it. There is a fee we have to pay to do so. If, we do not return it within a certain time frame, we cannot return it at all. We could not return her material and it is not a popular color to sell. Therefore, we will not refund her deposit.
  Thanks for you time and consideration.
  

  Customer response

  01/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is only describing the same thing over and over and providing no answers to these three facts:
  1) I did not have any conversation with this company saying I'm hiring them.
  2) I didn't sign anything saying I was hiring them.
  3) Most importantly, I never picked out a color or approved any color, so why would they order anything?
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My under deck ceiling developed a leak, and after several calls Oasis came out around the end of June to look at it. At that time, ***** said not to worry, it would be fixed. He spent some time on it, and before he left, he said to contact him if it still leaked. It leaked the next rainfall, and I have made at least 6 phone calls to them that I have record of. Each time I called, I was told ***** is out of the office or JD is in a meeting, and they would give them my message. It's been months, and no one has contacted me. This leak is behind my wall inside of the siding, and will eventually cause more damage over time.

  

  Business response

  10/05/2021

  Under Deck Oasis is a system installed to the bottom of a deck to collect the rainwater and carry it to a rain gutter, thus creating dry space for the patio below.
  
  We (Under Deck Oasis) had one of our Senior Installation Specialists at this home on July 29, 2021, to investigate the drips coming down the vinyl siding. The homeowner was present during our visit and this information was shared with him at the time. Here is what we found:
  
  Most of the water coming from behind the siding is leaking under the ******** room, not under the Under Deck Oasis (***) system. The water that is weeping below the UDO system is at the edge where the UDO system meets the ceiling under the ******** room. It's very reasonable to conclude that this water is traveling laterally in the siding to the nearest weep hole, very possibly originating outside of the UDO system.
  Our installer has years of siding experience and was able to loosen a piece of siding above the deck to investigate. He found several holes in the house wrap that is behind the siding. Any water that gets behind the siding above the deck, will run down and around the *** system. With holes in the house wrap, water can also get behind the wrap and continue its gravity-fed journey down the wall. The UDO system will (and does) catch the water that comes through the deck - we have no way of catching water that is behind the siding or behind the house wrap, thus making its way around the UDO system.
  It should be noted that the water is coming out of the weep holes in the siding. The fact that siding is manufactured with weep holes indicates that it's not uncommon for water to get behind it. The weep holes are designed to provide an exit.
  
  Therefore, it is reasonable to conclude that water has been getting behind the siding long before the UDO system was installed and, since the side of the house gets wet during rain, it would be difficult to know what water is hitting the siding versus water coming from behind the siding. Since the UDO system is capturing the water coming through the deck, it makes it quite easy to see the water coming around the UDO system and through the siding.
  
  

  Customer response

  10/06/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The water is NOT coming from behind the siding under the ******** room. The leak is originating behind the UDO system and traveling behind the siding to the corner where the UDO system meets the ceiling under the ******** Room.
  
  We are the original owners of this condo built in 2016, and the leak was not present until after the Oasis system was installed. This is not a case of it being "difficult to know what water is hitting the siding versus water coming from behind the siding" because the leaking continues after a rainfall and the rest of the siding has dried. (Pictures and/or videos can be provided)
  
  Initially, we had to make several calls to get anyone to discuss the problem. When we finally reached someone, the project manager made assumptions on the cause before anyone from Oasis came out to inspect the leak. The installer who came out admitted he was not sure where the water was coming from, but he hoped his calking would fix the leak. He advised me to contact him after the next rainfall to let him know if there was still an issue. We chose this company, even though it was more expensive than other systems, because of their warranty and their "No Leak Guarantee." I have called Oasis at least six times, and none of my calls have been returned.
  
  We are also not the only condo owners on our street who experienced leaking after the Oasis system was installed!

  

  Business response

  04/08/2022

  I stand behind my response of Oct 5, 2021.  However, to make sure all due diligence is expended, I will dispatch a different Senior Installation Specialist to have another look at the situation.  I will aim to have this happen on Monday, April 18, 2022. Keep in mind, this is weather dependent. If weather is not conducive to a proper inspection, we will have to schedule for a different time.  Also, if there are unforeseen delays in the jobs the installer has before the 18th,that could also cause a reschedule situation. I dont anticipate a different conclusion but we will get another set of eyes on the area of concern.  JD
  

  Customer response

  04/11/2022

   
  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. ↩