ComplaintsforAerotech Gutter Service of St Louis

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired aerotech gutters to clean and maintain home gutters. They serviced the gutters 4 or 5 weeks ago. Yesterday, during rain, I notice that rain was pouring over gutters. I called aerotech gutters and they kept trying to make it NOT their fault. They are refunding me the $98.00 for recent “gutter cleaning.” Their work and promises are inferior. And I would advise future customers against relying on them to do proper gutter maintenance. 2 weeks ago I had all my windows cleaned and this incident, bouncing rain coming from gutters, messed up an entire wall of glass doors. I am disappointed in their inability to do what I paid for. (1 have to pay 450.00 to have windows cleaned again??) Thank you

  

  Business response

  04/01/2022

  Hello, we are in receipt of the complaint from ******** ******. This is a great opportunity to show how our cleaning satisfaction guarantee works - The customer was cleaned on February 28, 2022 - Customer called to report overflow on March 30, 2022 saying she had overflow and felt cleaning was not completed. No overflow had been reported with the previous rainstorms that went through the St. Louis area. Including the huge storm on March 6, 2022. Our manager Scott asked if she would allow us to come out the next day to handle concern with overflowing gutters. Customer agreed. Our technician ******* arrived the next day, March 31, 2022 and ******* inspected the home and found pine needle debris over a downspout (he said it looked like an animal nest). He removed debris and showed to customer that debris was new as it contained green pine needles. Customer was still upset and said we did not clean. We did not charge our $30 trip fee which is what is charged if there is new debris. ******* offered her a refund of the February service due to continued dissatisfaction which is why we created our gutter cleaning satisfaction guarantee which I have posted below. The customer was refunded the service fee as it was within 30 days without question due to dissatisfaction. Customer explained that she also wanted a full refund for cleaning that was performed last Fall (October 20, 2021) or she would contact the BBB. We found this completely unreasonable as the October 2021 service was performed many months ago without any overflow issues. Please also keep in mind the huge rainstorm December 10, 2021 that had many tornadoes - one that leveled the ****** warehouse in Illinois. Still no complaint received from customer.  I also want to add that we email a survey to all of our customers after each service is performed. This allows us to ask for input from the customer to make sure they are satisfied. ******** ****** responded to our survey for the February 28, 2022 service with a 5 star rating along with a message that she would like to be notified before we arrive for service next time. 
  

  ******** ******'s account with us is closed and the refund of the February service is coming from Bank of America and shows arrival by April 7, 2022 confirmation number SM1YR-MZTDT. 
  

  Here is our Cleaning Satisfaction Guarantee:
  
  We want you to be totally thrilled with our gutter cleaning service… so absolutely satisfied you will recommend us to your family, friends and neighbors. We are so confident that we offer a great service that we want to care for your gutters forever (and some of our customers have been with us for over 30 Years now!).
  You are the judge, if our work is not excellent, we will fix the gutter cleaning service in question for FREE within 30 days.
  There’s more… if the service in question is not fixed to your satisfaction, we will refund the service amount in question! Nothing is more important to us than your complete satisfaction!

  Customer response

  04/01/2022

  Complaint: ********
  
  I am rejecting this response because:

  Gutters maintenance program, which I paid $700.00 to join is a not what I paid for.

  On February 28 they “cleaned the gutters”, end of March, during rain, I noticed that the gutters were not working, rain splashing over gutters, bouncing off deck onto an entire wall of 6 JUST washed glass doors , for 400.00!

  
  The  man from Aerotech gutters, said everything to try to make it NOT his problem. He mentioned to me of their absurd notion that when they clean the gutters, they only remove debris from the the TOP of the gutters, not the actual gutter itself.

  The  entire point is that their “service” and plan for maintenance is very tricky and terribly disappointing.

   

   

  
  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Hired this company in 5/2021 to clean the gutters and downspouts. They showed up on 5/8/21 and it was one person and a small leaf blower. He went up on the roof and cleaned the gutters, but not the downspouts. I paid them $70. I didn't hear anything else from them. We had very hard rains. The downspouts are stuffed up. I called them about the downspouts. They told me I was due in the fall and they would come out and clean out the gutters and downspouts. Today I received a bill for $60. They claimed they came out on 9/8/21 and no one came out because I am at home all day long. I called and them and they claimed they were here. I am home everyday and no one was here.

  Customer response

  09/23/2021

  Aerotech responded today and will waive 9/8/21 billing.  They did do the service and were sorry that we missed seeing each other.  They do not have a flyer or sticker on your house stating they have been there due to complaints against it.

  I need the service and they appear willing to do it.   Thank you for your assistance in this matter.

  

  Business response

  09/26/2021

  Hello!

  We are in receipt of a complaint from **** ***** in regards to a service that was completed but the customer feels it was not completed. We always track our vehicles with GPS and our technicians are required to take a photo of the home upon arrival which must match the photo that our original estimator took when he provided the estimate to the customer. We then verify this visually in the office before invoicing the customer. Everything matches. 

   

  We received the following call on September 17, 2021: 

  "Mrs. called and said that she received an invoice in the mail for service performed on Sep 8, but we didn't complete service. Mrs said that she was home all day and she didn't see us. I got all of maybe 10 words out and she just went on about us pulling this over on her and how she is not paying this invoice. Mrs said that we are fired and doesn't want us back at her property. Mrs hung up the phone, tried to call her back in case the line was disconnected, but customer picked up and said that she will be filing a complaint with the better business bureau when she got off the phone. Provided information to ****** as she said that she would call her back. ******"

  Our manager ****** then called back and left the following message on September 17, 2021:

  "Called and L/M that I have waived invoice and closed account. Apologized that she feels that we did not clean the gutters, assured her at this end I am confident it was done but said I will close account and invoice is waived as we carry a 100% satisfaction guarantee. ******"

   

  We carry a 100% Satisfaction Guarantee which is advertised on the first page of our website. This is why we feel it's never necessary for a customer to complain to the BBB. Here is our Satisfaction Guarantee:

  "We want you to be totally thrilled with our gutter cleaning service… so absolutely satisfied you will recommend us to your family, friends and neighbors. We are so confident that we offer a great service that we want to care for your gutters forever (and some of our customers have been with us for over 30 Years now!).
  You are the judge, if our work is not excellent, we will fix the gutter cleaning service in question for FREE within 30 days.
  There’s more… if the service in question is not fixed to your satisfaction, we will refund the service amount in question! Nothing is more important to us than your complete satisfaction!"

  We have closed the account and waived the balance.  

   

  Thank you

   

   

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