ComplaintsforGutter Solutions of Lake Erie

• Initial Complaint

  07/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Gutter Solutions installed new gutters back in May. I followed their advice and put in 6" gutters. Now every time it really pours, my basement floods. I called back in May and had to call three times before they responded. They came out and said there was no problem and just to watch it to see if I could determine where the water was coming from. Last week it poured again and I got more water and it really floods. I called on Monday and still have not heard from them on Saturday. I never had a problem with water in basement until new gutters were installed. Can you help me get in touch with them?

  Business response

  08/08/2022

  Good afternoon ********,
  
  Thank you for contacting us and providing an opportunity to communicate the details related to **** *** ****** *** ****** ****** *** ******** ** *****.
  The Homeowner communicated an existing problem area in the basement where water consistently enters. Her home happens to have been built in 1900 with a block foundation. We provided a contract for gutter and downspout replacement, which also included installation of gutter protection. **** *** signed, initialed, and dated our contract on April 7, 2022 which included a disclosure detailing the requirement of two downspouts per every 40ft length of gutter.

  
  As per our contract, on May 25, 2022 we installed 183 ft of 6" k-gutter with 183 ft of gutter protection along with five downspouts in locations of previous downspouts utilizing existing underground drain lines. 

  
  Her home has two sections of gutter which are each 63 ft and 3 inches long with only one downspout. One of those sections has a downspout that connects to an underground drain line. That underground drain line is in the area where water enters into her basement. **** *** contacted us on June 9, 2022 and requested a service work order. We sent a service tech out on June 15, 2022 to ensure the gutters and downspouts were performing correctly. The service tech ensured **** *** that the gutter system was in working order and also pointed out that the area where the water was entering the basement is where the underground drain line is located. The service tech also recommended an additional downspout be added to that 63 ft. 3 inch gutter. **** *** was not interested in having another downspout added. It should also be noted that the opposite side of the home with the exact same configuration does not have water entering the basement. 

  
  Our business has operated successfully for over 23 years and pride ourselves on providing excellent customer experiences. We appreciate the opportunity to have worked on **** *** ******'s home. 
  
  
  
  --
  Regards,
  
  Dominic P******
  General Manager Residential Division 

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Their service rep said one alternative would be to add another downspout and I should watch to see if I could determine exactly where the water was coming in and to contact them.  After getting more water in basement I called them and did not get a response to my phone call. I never said I would not have another downspout added which was what I was trying to contact them to have done.

   
  Regards,
  
  **** *** ******

*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. ↩