ComplaintsforThe Gutter Boys

• Initial Complaint

  11/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had contracted The Gutter Boys to install new gutters, facia wood, facia wrap for my entire home. They were also supposed to repair/replace any damaged soffit boards & extend or trim rafter tails if needed. They were supposed to start the job on 6/14/23, they cancelled & rescheduled for the next day, 6/15/23 & were a no call no show. They showed up on 6/16/23 and worked for ~6 hours & left the job with our old gutters & 3/4 of the homes fascia wood off leaving our attic exposed to the elements & the possibility of wildlife to enter our home for the entire weekend. It shouldn’t have ever been left that way. Over the weekend I noticed that fascia wood was not repaired & had contacted the company. Their response was that Joey said that he wasn’t capable of doing so, even though they advertise this is a job that they preform & it was discussed with the sales rep upon agreement/written into my contact. I also mentioned that many of the new gutters had dark scuff marks on them & you could see light coming from into between them & the fascia. They returned on 6/19/23, worked all day & said that the job was complete. We noticed even more issues, called and crews were sent out 6 other times to fix all the problems. There were many imperfections such as little pieces cut and stuck in place (that actually blew off on a windy day) to hide bad workmanship. Customer service rep, John was sent out to fix problems. He told me multiple times that the whole job should be redone. The last time they were scheduled to come out was on 8/8/23 & they were once again a no call no show. This company has ignored my calls, complaints & has refused to fix these issues. I have attempted to contact numerous times since & no one contacts me back. Due to this I had to contract someone else to fix the work so that the project was completed. They continue to send bills for the remainder balance due of $3,500 when they never showed up to finish the job like they told me they would.

  

  Business response

  11/15/2023

  The gutter boys were contracted to replace the gutters, fascia board and facial wrap. We were never contracted to replace or repair soffit or trim rafter tails, which was explained by the salesman that we would not be able to handle that part of the work due to the overall condition of the home. We completed everything as contracted. After the fact, the customer had issues unrelated to the gutter installation such as lack of drip edge and shingles that were installed incorrectly and we're too short. This led to water getting behind the gutters. The customer also had some aesthetic issues with some of the work, so we agreed to return to fix those issues. When something was fixed, he approved it. The customer found other issues after that. We returned to fix those issues only to find the customer saying our previous fix was not good after approving it. Our customer service Rep has made several attempts to schedule a return visit within our hours of operation and the customer would not agree to a reasonable date and time to return. The customer's main complaint was that we did not repair his soffit. At this point we are looking for 50% of the remaining balance and we will close the case. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 12, 2021 the gutter boys team performed a gutter cleaning at my residence. TGB crew then proceeded to drive across my front yard not once but twice leaving many sets of large ruts through yard (pics attached). I immediately called the crew leader who fully admitted he did that which I give him credit for being honest, but does not help with the damage he caused. I then spoke to multiple supervisors and they all readily agreed that they damaged my yard. TGB then sent out *** a supervisor from a sister company pristine clean to verify the damage. *** reported back to the TGB and then the gutter boys management agreed to to correct the damage their driver caused by providing me topsoil to fill the ruts in. Both parties agreed the grass would not grow in winter and agreed in spring topsoil would be delivered. I have the email to corroborate this from Derek westerfield fromTGB and will attach it as well. Once spring came I tried to reach out to TGB for my topsoil and cannot even get a call back. I have left multiple messages and emailed Derek Westerfield back directly to receive absolutely zero response. Here it is July 11, 2022 and the gutter boys have still not made right by their mistake like they AGREED to.

  

  Business response

  07/12/2022

  We will reach out to the customer to get this resolved. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had our gutters replaced the workers damaged our window well cover spilled a huge pile of screws on the ground and in a bush along with pieces parts of the gutter guards multiple phone calls have been placed to the company emails have been placed no responses except one phone call which was a voice message asking for pictures to be sent to an email which we provided with no responses this job has cost us over $5, 000 including an additional $200 for something that was on an estimate and they have overcharged my mother that as well we are asking for full replacement of the exact type of window well cover and an apology for the non-communication and for the inconsistence see to resolve this

  

  Business response

  07/05/2022

  We have been in communication with the customer and will work to resolve the issue to their satisfaction. A supervisor is following up now. 

   

   

  Customer response

  07/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The company sent an email.  Stated they gave ordered a replacement windows well cover and will contact me when it's in to arrange for delivery.  

  
  Regards,
  
  ******** ********** ********
  
  

  
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called and got a quote from Gutter Boys back on 4/26 and ultimately agreed to the said quote of $149 for a gutter cleaning and was told it would happen between 5/3 and 5/13/22 due to scheduling and pending weather. I heard nothing and nobody came so I called on 5/16 and was told due to weather my cleaning was delayed, but they should be out in the next couple days. The guy who "cleaned" my gutters arrived at noon on 5/19/22 and was finished by 12:34pm according to my cameras.  He pulled up in a beat up rusted truck that had no markings on it, didnt even know he worked for Gutter Boys until he started to go on the roof.  I watched him on the camera set up his ladder on my house and go up with an empty 5 gallon bucket and he was up there for a grand total of 8 minutes and left a pile of debris from the roof gutters in my front yard that he did not clean up.  He then went to the back and cleaned my garage gutters and filled up one garbage bag full of debris and left it on the ground next to my garage untied.  I went outside as he was finishing the garage gutters and I noticed that the ground wasn't wet around my downspouts, so I asked him if he flushed my gutters with water.  He said, "he likes to use a bucket of water because it does a better job and saves water".  Well he lied to me because he never filled his bucket up.  The only water he used was to rinse his bucket out before he left.   He also told me he would leave the bill in the door, which he never did.  From start to finish he was here about 35 minutes. I thought something was off so I checked my downspouts and they all still had chunks of debris in them and were never flushed, in fact none of my gutters were flushed and cleaned with water as advertised. I have called multiple times and left messages, facebook messaged, and emailed to try and resolve this issue. I have received generic responses mostly or none at all. They do not answer calls or return them and they do not respond to messages.

  

  Business response

  05/26/2022

  I am sorry for this experience. It does not typify what a TGB job should be like. I will get someone in contact with you ASAP to finish the job. 

   

  regards,

   

  *** 

  Customer response

  05/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****
  
  
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I scheduled appointments for a quote from several companies to install gutter guards for my house at **** ******** *** ******** *****. The sales rep from the ****** **** (***** *****) made the most persuasive arguments from benefit/cost analysis view points and I selected to go with them. According to the various cost estimates he gave me, I opted to install gutter guards only for the problem areas in the back of the house, with a small area in the front. He gave me a detailed estimate for the work and made an offer of a contract for $1840.50 and asked me for a 50 percent down payment, which I did. He said they would schedule me within 2 weeks. Several weeks passed and I did not hear from them. When I called, they said they had supply chain delays and would schedule me soon. I was in communication with Shandale Johnson, the regional manager of the operation and was told I did not need to be there (see e-mail below). I replied that I did need to be there to make sure the job was done according to the contract in a satisfactory manner. On November 4 a subcontractor from another company (not ****** ****) came unannounced (did not call) and told me they were doing the job for ****** ****. I asked him to identify himself and show me his business card and the work order of what he was going to do. He declined and told me to call the ****** ****. He started to work on the gutters and did most of the work in the easily accessible areas, and refused to finish the job particularly the last 15 feet in the higher level of the problem area after he had already put the ladder up to climb the roof. He left the property without informing me whether he finished the job. On the same day I received an invoice asking for the remainder of the contract. I called Mr. Johnson and told him they did not finish the job and I would not pay until the remaining 15 feet is installed in the problem area. I asked him for a proof of the details of what they had done. see attached to continue

  

  Business response

  11/10/2021

  Hassan signed the contract. The contract specifies where the valor was to be installed. When the crew showed up, he started talking to our installer and he thought the valor was going over the first half of the back top 42’ gutter. Paco advised that wasn’t on the worklog, but he would do it. Installer was about to start on the first half of that gutter when the homeowner told him no, do what's on the worklog, and only do the first half of the 42’ gutter if there is left over (That makes no sense). The crew completed the install to spec and advised there was nothing left over, then customer wanted him to remove the 26 ft by the sunroom and move it to the back top 42’ gutter which he said is the problem area. We advised the customer that this was not in the agreement, but he could purchase more valor if he wants that area covered. The customer was not happy with that response. I advised installer to leave. I spoke to the customer again to try and resolve the problem. I sent him a copy of the contract and the pictures of the completed work. The customer advised he would sue us for not keeping the agreement, even though he had a copy of the agreement. The customer made a BBB report. I called the customer to offer a resolution. I offered to add the 26ft for free, but he had to pay the balance at the time of installation. The customer agreed and said he would pay with credit card. 
  
  ******** ** *******
  Regional Manager- The ****** ****
  ************* ****
  www.thegutterboys.com

  Customer response

  11/15/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response and action taken made by the business in reference to complaint ID 16116124, and find that this resolution is satisfactory to me. I thank BBB Ohio for their support to the fair and honest business practices. This company would have not responded that quick to my complaint if I did not bring this case to the BBB. I hope that the company will learn from this complaint to be honest, straightforward and treat all customers with respect.   
  
  Regards,
  
  Hassan Farouk Ahmed
  
  
  

*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. ↩