ComplaintsforAA Window & Gutter Cleaning

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out to my home on 1/5/2023 to clean my roof/downspouts/gutters. I paid them via credit card.I have a torch down roof where their are no exterior gutters. They say that they clear the downspouts as part of their service. In early March 2023 my basement flooded. I dismissed that it was roof/downspout related because I just had these people clean them. After having several companies come over one person pulled off the downspout to reveal that it was loaded with debris. As soon as the downspout was disconnected then the flooding stopped. I contacted them and other than just trying to be nice they didn't do a thing to assist me. The carpet had to be pulled up. I had to rent an industrial fan. Ran the dehumidifier 24/7. It was an ordeal and it took me several months to resolve. Their field ********************* was aware of all of this. We communicated via texts but he/they never offered to actually do anything other than come over and look. I needed action. My insurance didn't cover this and all the expenses were out of pocket. Not to mention all the time involved in getting this issue handled. As early as March 9th I asked them for a remedy.

  

  Business response

  08/03/2023

  Thank you for sharing your feedback, and Im sorry for the stress and frustration major home repairs like that can cause. Im glad we were able to refund the full amount of your service in order to ease some of this frustration when you first shared your concerns back in March. We really wanted to work with you to look into the problems you experienced and to reach a further resolution. While we always aim to provide the best quality and take the best possible care of our customers homes, if a mistake happens, we are eager to make things right. However, after a few interactions with you attempting to schedule a time to come back out to the home and gather more information on the damage you reported, we ultimately never heard back from you, so there was nothing more we could do at that time. Wed be more than happy to pick up where we left off. Ill reach out soon, and of course youre more than welcome to call or text the field supervisor youd been speaking with initially, to give our office a call at **************, or to email us at ****************************************************** I look forward to hearing from you. We really want to make this right.

  Customer response

  08/08/2023

  I've attached further information for your review - please contact me if you have any questions.

   

  *************************

  ************

  Customer response

  08/08/2023

   
  Complaint: 20396929
  
  I am rejecting this response because: they didn't offer me a solution.  they said they were going to call me and I've not heard from them.
  
  Sincerely,
  
  *************************

  

  Business response

  08/16/2023

  Im glad we were finally able to connect over the phone. As discussed, we would love to get some additional information from you. I appreciate the clear detail you put into outlining the steps you took to resolve the damage, as that is extremely helpful information. As you suggested, it would also be very helpful for you to provide us with contact information for the company that helped you fix things, as well as any photos or reports on the damage you may have from them. Please send this to ***************************************************** or feel free to text the information to *******, and we will follow up as soon as possible. Thank you.

  Customer response

  08/21/2023

  Please see that AA sent me a communication on 8/16 and you didn't notify me of it.  I happen to open up my BBB file window and noticed it.  

  Not sure what is going on here.  Please provide details.

  *************************

  ************

  Customer response

  08/21/2023

  This is my response to AA - I don't get notification from the BBB that their was a message requiring my attention - see last communication

  *************************

  206*295-0083

  Customer response

  08/29/2023

   
  Complaint: 20396929
  
  I am rejecting this response because:
  *************************
  8/29/2023
  
  
  Complaint No
  20396929
  
  
  
  
  AA statement -Im glad we were finally able to connect over the phone. As discussed, we would love to get some additional information from you.
  
  
  ******** mentioned during the phone call on 8/16/2023 that she'd tried to call me and left messages for me on August first. I looked at my phone log from August first and didn't see any calls or voice messages for that day as well as any other day.
  
  
  AA needs to send me the proof and details for those calls.
  
  
  AA Statement - As you suggested, it would also be very helpful for you to provide us with contact information for the company that helped you fix things, as well as any photos or reports on the damage you may have from them.
  
  
  You have all the photos you need already from my my last response as well as the photos included with the text messages send to ******* at the time of the issue. I have more photos but they are all more of the same what in particular are you looking for be specific.
  The reports are from Servpro and my insurance company if we carry the issue further into then they will be provided as evidence.
  I haven't gotten permission at this point to provide you with the contact information for the following people who were involved in resolving the issue.
  Renter their inconvenience and expense to deal with the leak
  the first contractor who discovered clogged downspout after flooding began
  guy who properly cleaned downspouts
  guy who assisted with carpet pad pull up
  rental of carpet fan
  guy who installed new pad and stretched carpet
  my time and effort to handle all of the above
  
  
  
  
  
  
  
  AA statement-Please send this to ***************************************************** or feel free to text the information to *******, and we will follow up as soon as possible.Thank you.
  
  
  I am interested in resolving this issue through the BBB. I am not interested in contacting you directly at this point. The reason is that I tried working with ******* directly at the time of the incident and the issue was never addressed or resolved.  
  Sincerely,
  
  *************************

  

  Business response

  09/11/2023

  We genuinely do want to work with you to look into the problems you experienced and to make you feel whole in this situation. We are specifically looking to receive records of the damage you experienced and any professional assessment you have of the cause of that damage. While its certainly possible for a clogged gutter system to cause flooding, it is not the only potential source of that issue. We absolutely want to make things right for you, but we are requesting  the additional information as part of our due diligence. As someone who manages a rental property, Im sure you can understand the importance of this step, though I absolutely understand your frustration with this process. 

  Wed also like to know specifically what it would take to make you feel whole at this point so we can reach a resolution as quickly as possible. I know it has already been such a long process for you. Regardless of the cause of the flooding in your rental, youve had a bad experience with us, and we will still want to work with you to make things right. 

  So to summarize, please send us:

  1) The amount you need to feel whole again / a monetary breakdown of the costs you incurred
  2) The written reports you mentioned from Servpro and your insurance company

  We requested additional photos because while I know you uploaded photos to BBB, I am having trouble seeing them on my end, so I was hoping to receive them by email instead. If they are all similar to what you already sent *******, then we can simply reference those. 

  We hope to  hear back from you soon and are looking forward to getting this resolved.

  Customer response

  09/19/2023

  As requested, see attached ServoPro report.  I am requesting the insurance report and I will submit when received.

  In surgery last week, so a little behine.

   

  Customer response

  09/19/2023

   
  Complaint: 20396929
  
  I am rejecting this response because: no resolution at this point
  
  Sincerely,
  
  *************************

  Customer response

  09/20/2023

  This is the second piece of information requested - insurance

  

  Business response

  10/03/2023

  I'm sorry to hear about your surgery, and I hope you're healing up well! Thank you so much for getting us this information. The last thing we need is to know what you're looking for in terms of a monetary resolution to address your expenses for the fan rental, carpet pad replacement, etc that you listed before. Please let us know, and hopefully we can get this resolved very soon!

  Customer response

  10/06/2023

   
  Complaint: 20396929
  
  I am rejecting this response because: They have not resolved the claim.

  At this point, I want them to make me an offer.  The basic costs incurred for reimbursable expenses has been far replaced by the time and effort to continue this claim.  At the base of it they have known about his issue from day one and sat on their hands.   I've had to file this claim to get your attention.  I am not too interested in taking further steps but you have seen the evidence.
  
  Sincerely,
  
  *************************

  

  Business response

  10/20/2023

  We can do that, but we don't yet know how much money you spent to fix things. Could you please let us know how much you spent on the carpet pad replacement, fan rental, etc? Any receipts you have would be helpful. Thank you!

  Customer response

  10/24/2023

   
  Complaint: 20396929
  
  I am rejecting this response because:

  They keep putting the ball in my court and they are the ones that have caused the issue.  I've outlined all the actions that happened.  Additionally, the room needs tp be painted and the last of the old pad needs to be taken to the dump.

  I've asked them to make me an offer and they haven't.  They need to move the ball forward.   They saw the estimates from the documents that I provided.  I've had to do a tremendous amount of work myself.

  I guess the next step is small claims or just getting a lawyer involved which will just be more money all the way around.

   

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

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bid in the summer from AA Window and Gutter Cleaning to clean my roof for $650. They did not put anything in writing, it was all verbally over the phone. The company uses ****** earth to make a bid and they did not come out to the house. Today when the workers showed up they took some pictures and said that the main office said that the **** had gotten twice as bad as when the bid was made and they told me it would now cost $1150. While I have not gotten up on the roof, I am skeptical that the **** was double since we have had a very dry summer and fall. I did not agree to the doubling of price.I would like this company to come out and do the roof cleaning up to their high standards for the original bid price of $650.

  Customer response

  10/21/2022

  Thank you for contacting me. The company involved has opted to complete my job as first agreed. You no longer need to pursue this.
  
  *********************
  

  
  

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