ComplaintsforGutter Guards America, LLC

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There was no written contract for the work. What they presented to me as a contract was forgery, an illegal copying of my faked electronic signature onto emails. It can be seen that the signature is cut off at the top. The work was done with defects and not completed. Did not show legal certificate of work. I've never signed the acceptance for the completed work. Then they immediately started calling me for payment from different phone numbers, different places in North Carolina (Charlotte, Gastonia, Greensboro, Raleigh). There was no real paper bill and whom I should pay. Just the amount. No real cost of materials. And started to frighten me by a lien. I was advised by my banker not to pay before the work is done well. Besides workers showed up at 8 am, but appointment was for 2 pm. Did not speak English.

  

  Business response

  05/01/2024

  The contract was signed between the customer and Gutter Guards America on February 29, 2024. The installation date, as indicated on the contract signed by the customer, was scheduled for March 5, 2024. On March 5, we completed the installation for gutter guards and one gutter reducer (which ties downspout into an in-ground drainage pipe), as outlined in the contract.
  
  After installation, the installer asked the customer to complete a walkthrough to review the work. At this time, the customer thought that gutters were included in the scope of work. As outlined in the contract, it was confirmed that gutter guards – not gutters – were to be installed. The contract was re-sent to the customer for their review.
  
  As a courtesy at the request of the customer, we sent the original sales representative out to meet with the customer after installation was complete. However, the customer was not home when the sales representative arrived and did not meet with the sales representative.
  
  In addition to the contract signed by the customer, a paper copy of the warranty, invoice, and payment remittance instructions was mailed to the homeowner as requested.
  
  Unfortunately, there has not been any communication from the homeowner regarding specific defects. If defects were explained to us in conjunction with due payment, we would be happy to work with the customer to address the defects.
  

  Customer response

  05/12/2024

  I am completely dissatisfied with the response from Gutter Guards America and Reject Business Response for the following reasons.
  
  Gutter Guards America states that: “The contract was signed between the customer and Gutter Guards America on February 29, 2024.” I completely deny this! I never signed this contract. My signature on the contract was forged by inserting an electronic copy, which is clearly visible due to the cropping of the top border of the signature. There is no signature neither from Gutter Guards America nor from mentioned Witness, i.e. not signed by a second party.
  
  See attached file Signature.
  
  Hence, that contract is false and has no legal force. I deny legally valid signing of a contract on my part for the work performed.
  
  The contractor states: “The contract was re-sent to the customer for their review.”
   It was exactly the same sent by regular mail. All my comment and requests after numerous phone calls and e-mails were ignored completely without any explanations.
  
  The second visit of the company representative did not take place at the time agreed with me to check and discuss the work done.
  This applies to all representatives of this company. Showing up unannounced at a not specified time without any warning, phone calls at 7 am should be considered as violation of privacy and breach of duty.
  
  All work was done not supervised, at an unspecified time by employees without knowledge of English. They were not able to talk and explain what was done and how. They just left. This additionally indicates a disregard for the quality of the business.
  
  After work was done, check of downspout outlets and gutters showed that the downspout outlets were not repaired and the gutters were not installed properly. Even in a not heavy, short rain there was a leakage and a significant flow of water from the roof bypassing gutters. That indicates careless and unprofessional work.
  Photos and video of leakage are attached. Photos of downspout outlets were attached to my previous respond.
  
  Thus, that the contract was forged (signature is not mine, the second signature is missing), the contractor’s explanation is not true, the work was performed improperly and cannot be accepted until the work is completed satisfactorily and the price is reduced.
  
  Regards,
  
  ***** ******* *****

  

  Business response

  05/18/2024

  The contract was signed by electronic signature on February 29, 2024, in which an electronic copy of the contract was sent to the customer outlining the scope of work to be performed. The software used for contracts does not have the ability to insert images and only accepts digitally signed signatures from the customer; no reproduction of the signature could be inserted in its place. Between the contract date and installation date, we did not receive any word that the customer’s understanding of the project installation differed from the scope of work in the contract.
  
  Work commenced March 5, 2024. We called before arrival and the homeowner acknowledged with the production manager that work was to be done that morning, nor did she stop work from commencing once the installers arrive. The completed work included the entirety of the contract job scope which included the installation of gutter guards and a gutter reducer. Per the contract, no gutters nor downspouts were installed.
  
  Before this latest BBB response, our company did not receive any complaints regarding potential leaks or questions about the perceived quality of installation from the customer. Our company provided an opportunity for the customer to meet with the sales representative after the installation and address any concerns then. Unfortunately, the customer was not willing to meet with the sales representative when he arrived at the customer’s home. Typically, should anything of this nature be brought to our attention, our team would promptly address any concerns. However, the areas of concern are not due to the installation completed as we did not install gutters nor downspouts.
  
  Communications between the production manager and customer indicate the customer acknowledged receipt of the contract and that payment had been requested. Once payment is received we are happy to work with the customer to address any potential work needed related to the installation of items listed in the contract.

  Customer response

  05/27/2024

  When I met with the representative on the 29th of February, he walked me through the proposed work and gave me an estimate for how much it all would cost. He did leave me with a paper, but that paper was merely an estimate. I was not shown a paper to sign, nor was I shown anything resembling a contract.  
  
  The first time that I had seen anything that was described as a contract was on the 5th of March, after the proposed work was sort of completed. There was something resembling my signature, albeit with it being heavily cropped, despite me never having been given anything to sign during the proceedings, physical or digital. The company offered an excuse that their software has no capabilities to insert a signature, but I believe that this is a poor excuse. Regardless of their software’s abilities, anyone can take an image of a signature and insert into an irrelevant document. I have no other explanation, considering I was never given any document to sign and I never created legal e-signature to sign any document.
  Despite I clearly said in the text message (attached) that I’ve never agreed, on the 5th of March, two people showed up on my property at 8:30am and immediately started working. I did attempt to ask them who they were and what they were doing, but they had a lot of difficulty with communication due to their limited English comprehension. Thus, they weren’t able to explain to me who they were or what they were doing. I reiterate this because the employee I had initially spoken with had claimed the people coming to do the work would be fluent English speakers and that he would be present to supervise them as they work. And as a consequence of both of these being false, the employees weren’t able to provide a summary of what services they performed, how the tasks were done, or ask if I had any questions. Just as they arrived without saying a word, they left without making any comments or asking any questions.
  
  During negotiation with the salesman, I had requested to fix the gutters and downspouts. I attempted to inspect what work had been done and I’m not even sure what in all was accomplished during the time the employees were on my property. There was a brief rain a few days later and this was enough to reveal that none of my complaints were addressed. Several of the drainage pipes were leaking in the same way they were prior to the work being done. Later, during a rainstorm, instead of the water being funneled down into the drainage pipes, it was overflowing the gutters in a waterfall (photo and videos are attached).
  
  Naturally, I attempted to reach out to Gutter Guards America with my issues. They appear to have no interest in addressing my complaints or fixing the poor quality work. The only response I have gotten from them was to threaten me with a lien because I had refused to pay until they finish the job they started and complete the task to the promised level of quality.
  
  In summary:
      • There was no contract presented to me to sign. Neither on the 29th of February nor on the 5th of March.
      • The contract has no legal power because the company’s signature was not present on itself.
      • My requests were ignored by the company, the proposed work was not properly completed, and the employees were not able to communicate with me due to the language barrier.
      • The receipt for the work performed was not issued or signed by both parties.
      •Until my complaints get addressed and the work done properly, payment cannot be considered.
  Evidences as photo and video are attached to this message.
  
  
  
  Regards,
  
  Yulia ******

  

  Business response

  06/13/2024

  Gutter Guards America confirms that the work as outlined in the contract was completed on March 5, which included installation of gutter guards and a gutter reducer. Additionally, the customer acknowledged receipt of the work and the requests for payment as seen in the attached. However, we had not received any communication from the homeowner indicating any problems with the installation as we stopped receiving responses from the customer shortly after installation as indicated in the attached; multiple attempts to contact the customer were unfortunately ignored.
  
  Normally we will not process service calls without payment from the original installation. However, to resolve this we are willing to come out to customer’s home, inspect and ensure proper installation of the gutter guards and gutter reducer that we installed, and accept payment immediately upon completion at that time.
  

  Customer response

  06/19/2024

  
  The property owner, Mrs. ******, is exhausted to receive scripted messages from Gutter Guards America that appear to ignore the evidence submitted by the owner.
  
  The following is the work that GGA promised to do:
  “? Clean out existing gutters and downspouts where installing Valor.
  ? Seal your end caps, corner seams, and downspout outlets with tripolymer sealant.
  ? Realign your gutters where needed.
  ? Reinforce your gutters with hidden hangers, as needed.
  ? Professionally install 5" Valor Gutter Guards.
  ? Provide you a Manufacturer’s Money Back No Clog Guarantee.
  ? Provide you a Lifetime Transferable Warranty.”
  
  The owner will not be satisfied with GGA if they only come to inspect the work.
  The only answer that the owner will accept from GGA is to complete all of the work as initially offered, including the downspouts. GGA must properly install the equipment, align everything properly, fix the damage caused to the property from the work done on 03/05/24, and clean up before leaving. 
  The installers must also be professionally licensed and fluent in English.
  The work must be inspected by GGA before completion and tested in real world conditions (e.g. flowing water from the roof or during heavy rain).
  The warranty and guarantees must be provided in printed form and signed.
  The completed work must be presented to and accepted by the owner.
  The owner will only consider payment after all of this is done.
  
  Regards,
  
  ***** ******

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product was installed June 2, 2023 the gutter guards that gutter guards American installed is doing the same exact thing that my personal gutter covers were they came out they clean the gutters and this is the latest pictures that has been taken after the cleaning, the gutter covers are notserving any purpose no more than what I already had. They stated that they cannot replace what I had up and I was told if I wasn’t satisfied that I can cancel Contract I spoke to Kevin D******-###-###-#### I have explained to him on several occasions that the product is not working for me when I spoke with him today he stated that it was nothing that he could do that he would get back in touch with me after he speak to his managers and he’s not sure when that would be.All I’m asking is for them to remove their product replace mines with some type of substitute or compensate for what I already had up. I’m asking for help this company is forcing me to keep their product that’s not working. This company is not reliable and I would never recommend them to anyone.

  

  Business response

  11/24/2023

  Our company installed the gutter guard product on the customer’s home on 5/31/2023. A few months after the installation was completed, the customer contacted our company requesting a service to clean off pine needles on top of her gutter guards. The company completed a complimentary, free cleaning of debris from her roof and on top of the gutter guards on 9/28/2023. With that service, our company explained that the gutter guards we installed are functioning properly and are not causing any clogged gutters and that any further maintenance should be managed by the homeowner. Our company typically does not do cleanings of roofs or gutter guards after installation.

  After this, the customer sent a request to her financing company to stop payment as she was not satisfied with the gutter guard product. The financing company denied the claim to cancel payments as the gutter guards are properly working and are keeping the gutters clog-free.

  On 11/21/2023, the customer spoke with the Director of Operations at Gutter Guards America about her concern. During that conversation, the customer stated that both the gutter guards we installed but also her previous gutter guards when she had them were not working. The customer requested that we remove the gutter guards we installed and, in their place, re-install her old guards. The customer was informed that our company will not install a competitor's product and that the pine straw falling on her roof is not affecting the intake of water into the gutters through the guards. The warranty that the customer received does explain that the gutters will not clog, which is true here. The warranty also further states that, regarding the gutter guards, “In most cases, rainfall and wind is sufficient to keep it clean, but there may be some instances where cleaning/maintenance will be required by the homeowner. Light winds should remove most surface debris (due to the raised designer S-shape mesh and installation angle), but if debris is wet or compressed, higher winds may be required to effect shedding. Homeowner maintenance may be needed from time to time to remove debris off of troubled areas, and we recommend occasional homeowner maintenance of the gutter guard for those areas (see the Valor maintenance procedure available on line at *************************).” The warranty also does not cover failure to perform routine maintenance by the homeowner.

  Our company does not have the authorization to install a competitor's product. The customer is not able to cancel her contract for a refund as the gutter guards are operating properly under the warranty, and there is only a three-day period to cancel the contract after signing it and before installation, which has passed. The solution we can provide is that we can, after receiving a release from the customer in writing, remove the gutter guards and assess a trip charge to remove the properly functioning guards; we will not reinstall any competitor gutter guard product.

  

  Business response

  12/14/2023

  On 5/25/2023, the customer signed the contract with our company to install gutter guards on their home. The contract clearly states that customer has three days to cancel the agreement after signing the contract. There is no other agreement or provision that states the customer can cancel at any time or after a try-out period of the product. The customer paid for a one-time installation service, which was carried out and completed by the company per the signed agreement on 5/31/2023. 
  
  Due to the nature of this request, not emanating from performance concerns, the solution we can provide is that we can, after receiving a release from the customer in writing, remove the gutter guards and assess a trip charge to remove the properly functioning guards.

  Customer response

  12/26/2023

  
  I am rejecting this response because: 
  False advertisement
  Regards,
  ***** ******

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a contract with Gutter Guards of America on August 15, 2023. The appointment was set for 22 August. They did not come out to put up the gutters until the afternoon of the 23rd. Over Labor Day weekend it rained and I noticed that 30 foot of my gutters on one side of my home was not installed. I called on 6 September and asked for someone to come out and verify that their team did not put up the 30 foot of gutter. 7 September Roger came out and verified, it was not installed. I was told I would get a phone call by the next day to let me know when they were going to come out to install my 30 foot piece. I received a text message on the September 12th stating that they didn’t forget about me and they’re still looking for someone to put the piece up. After no contact from the 12th on I contacted the company on October 14 and stated that I wanted to talk to Rogers boss as I’ve had communication issues with this person and project since day one. I got a phone call supposedly from the owner however, the individual that called me, didn’t even know who he was calling as he called me the wrong name. Tried to explain the situation to him. He was very quick to get off the phone because he was at the store. I was told I will verify the issue and I will have someone come out and install the 30 foot of gutter. I also notified this individual that the gutters are leaking and I had a video to prove this. Didn’t seem interested to know that. I have not received a phone call from this company since October 14 and it is now 2 November. They were paid with a credit card that was offered to me during the contract signing from ***** ***** with 0% interest. I want my job finished or I want reimbursement of some of my money and I want the gutters that are leaking to also be fixed.. they received payment I just want my job done!!! The only good thing about this company is the customer service representatives that I have had to consistently talk to about this problem!!!

  

  Business response

  11/02/2023

  Since this message was received, the local production manager spoke with the customer to discuss the area of concern and to schedule an appointment for an installation team to come out to the customer’s home and correct the issue. The date for this service call is scheduled for this coming Monday, November 6.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had new gutter installed and they’ve been installed incorrectly. The new gutters have left about a 3-4 inch gap between the top of the gutter to the bottom of the roof. I can see holes in the board behind leaving my house exposed to rain damage. After sending pictures to Sean he agreed this was not right and sent the installer back out to correct. The installer couldn’t raise the gutters any higher so my house is still exposed. Sean has promised to come out to take a look multiple times but to date has not shown up. If the new gutters weren’t going to fit correctly or cover what needs to be covered to protect my house then I would never have hired them. And when you’re installing the gutters you can clearly see there’s exposure. It should have been discussed with me at the time of the installation and a solution presented. Instead I was left to discover it on my own and have been struggling to get the company to stand by the work and correct it.

  

  Business response

  04/21/2023

  On Wednesday, April 20, 2023, the local production manager met with the customer at her home to review her concerns. The old gutters on the home were installed by another company prior to our installation of the new gutters. The installation of the previous gutters on the home had notched flashing around the spikes and hangers. Because of this, when we installed the new gutters, that notching was exposed. To resolve the customer’s concerns that any water will get in where the notches are that are exposing any wood, we will cap over and caulk holes that were made by the previous company. The production manager is working with the customer to find a date and time to have our installation team members come back out to the home to make these changes.

  Customer response

  04/26/2023

  A crew came out yesterday and made the repairs needed. My gutters seem to be in good working order now. This complaint can be closed. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Job# *** **** Date of install 3/16/23 Clean/ remove old gutters. Install 87' of 5" new seamless gutters with gutter guards and 60' of 5" down spouts with 2x3 and 4 reducers. Cost $4300.00 Gutters look like they were piced together with what they had laying around. Gutter ends are not what was shown to me @ presentation. They look like they have been hammered into place. The gutters themselves are too close to the roof edge, as many spots the shingles have been lifted off roof to accomodate the guards; while in other spots the guards look as if they have been pushed down into the gutter itself (not mounted properly). The down spouts have been crushed into the gutters (looks mis-matched/unprofessional installation). Several downspouts have cut edges exposed (unprofessional installation). The one downspout being seen by all who come to the house is dented (eye level). Notified main customer service requesting assistance, still waiting for followup from initial conversations. Because this company has lost my trust completely, I would rather they come get what they put up and refund my entire purchase price, as I would have to pay another company to fix what they did.

  

  Business response

  04/03/2023

  On Saturday, April 1, the local production manager went to Mr. ******’s home to assess the gutters and speak with Mr. ******. From that meeting, the customer and production manager worked together to identify the customer’s areas of concern.
  
  We will replace the elbows and downspouts that were identified by the customer, ensuring that all ends are cut to fit properly. We will also make sure the manual cuts on the downspout will go into the existing drain so it will not be visible where applicable. This will also resolve the dent in the one downspout by replacing it. We will also adjust the ends of the guards where applicable and lower the gutters as discussed to ensure proper distance from the roof.
  
  Our production manager is working with the customer to schedule a date to return to the customer’s home to make all identified adjustments as discussed and agreed to during the visit with the customer. Currently, that date is tentatively scheduled for this coming Wednesday, April 5.

  Customer response

  04/17/2023

  The individual that came out only addressed a portion of  the problem. He did not address, nor was he prepared to address the entire complaint. What I saw while he was "working" on the gutter system, keeps the remainder of the issue unable to be resolved due to short cuts that were taken by the installers. Since Gutter Guard isn't interested in fixing the entire problem, I would request that I be able to submit a quote from another company that would outline the cost of repair. Gutter Guard can pay the cost of repair.

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

  

  Business response

  04/26/2023

  On Saturday, April 15, 2023, installers from Gutter Guards America went to Mr. ******’s home to work through the requested changes. The changes made are as follows:
  
  - Removed all gutter guards so we could lower the gutters by 2 inches around the entire home.
  - Reinstalled the gutter guards on the lowered gutters so the bent wing on the guards would not push up against the shingles.
  - Replaced the downspout that had a small dent.
  - Replaced the 45-degree elbows with 30-degree elbows for a better fit and look.
  - Downspouts that had hand cuts were replaced with the cut end going into the diverters.
  
  We addressed all of Mr. ******’s issues at this appointment, who also went up on his ladder and looked at the work and was happy with the work done. If there were any outstanding concerns, they were not brought up to our team at that time as we were given approval on the adjustments.
  
  Since the latest comment was received by the customer, members of management have attempted on multiple occasions to contact the customer to better understand the feedback and work together to address any remaining issues. We have not been successful with connecting with Mr. ****** and are hoping to talk with the customer to address any outstanding issues.

  Customer response

  05/01/2023

  I am rejecting this response because: 
  The gutters were never lowered enough for the drip edge to be put in place let alone the 2" they said they did. As for the downspouts, they were just cut into the gutter, instead of installing the proper adaptors which resulted in ALL of the down spouts looking like they were 'rigged'. Water is coming over the endcap because the gutter does not extend past the shingles. While what was done was an improvement, it is far from being the remedy that I am looking for.   Regards,
  
  **** ******

  

  Business response

  08/16/2023

  On Friday, the team at Gutter Guards America completed the service agreement for Mr. ******. Attached is a copy of the sign-off that from Mr. ****** approving of the work completed.
  
  Please, let me know what else is needed from us at this time.
  
  Thanks!
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5 Oct 22, new gutters were installed at **** ******* ******* **** *********. By 13 Oct 22 the front gutters were leaking. At numerous attempts, someone was finally out today to put a brand-aid on the problem. According to the repair technician, there was no flashing installed for the gutters were mounted to prevent leakage. The repair technician only applied caulking in the rain to try to stop the current leakage. This' an incomplete and poor effort to solve this problem.

  

  Business response

  10/28/2022

  Thank you for speaking with our regional production manager to schedule a time for us to come out to your home to resolve this. Since that conversation earlier this week, the installation team has completed the additional work as requested and has resolved this matter. We sincerely appreciate you being proactive in your outreach and your ability to work with us to rectify the issue that you were experiencing. Should you need anything further, please don't hesitate to contact us at either our main customer service line or to the regional production manager that was working with you this week. Thank you!

  Customer response

  10/31/2022

  I am rejecting this response because: Only haft of the issue was resolved, I spent 4 days total waiting for people to show up {that didn't} losing income because of bad management! Some form of refund could be considered! I paid $1800 on 5 Oct 22, which was over-priced for other estimates I received, lowest was $ 1575.  
  
  Regards,
  
  ****** *******

  

  Business response

  11/08/2022

  Thank you for your response. Since this latest comment was received, we have since worked with you to find a solution that is satisfactory. Please reach back out to the production manager who was working with you should you have any other concerns or need anything further. Thank you!

  Customer response

  11/12/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

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