Advanced Gutter Systems, Inc.

In response to the homeowner's complaint against the work completed at [redacted] in Lancaster. On that day I arrived with my partner, Chris, to perform the work. I never once insisted that the homeowner pay cash. He asked me if I had a preferred method of being paid for this job and I told...

him that check or cash is fine, but obviously if i'm paid cash it makes it easier for me to pay my supplier for the material quickly. So he agreed to do so without complaint. On the day of the job we started the process of tearing off the original gutters. Whoever installed these original gutters did an absolutely terrible job, installing them with virtually no pitch which was one of the reasons why they had accumulated an absurd amount of ice which caused so much damage that they needed total replacement. Not only that but the gutters were installed with so much caulk and extra roofing nails that they were almost impossible to take off. However, through hard work we got them off without any damage to the roof. I explained to the homeowner that I had never seem such a ridiculously poor install job and over-the-top use of caulk and roofing nails. The "severe damage" to his fascia that he is talking about is a mystery to me. There was one section of aluminum fascia that I noticed may have had a miniscule dent in it due to the tough process of taking off the gutters which were caulked to the fascia. I showed him the fascia and attempted to hammer it back in place and straighten it out. He watched me do so and then agreed it looked better and walked away. During the entire install process the homeowner watched me and Chris install the gutters, whether from out in the yard or in his car from the street. Not once did he have any complaints about the way they looked, whether it had to do with the pitch of the gutters or the height at which they were installed. Upon completion of the job I repeatedly asked him if everything looked satisfactory to him and continuously replied yes. Not only that but he asked me to do a little extra work such as caulk a couple holes in his siding and caulk around a drain pipe coming from inside the house. Both of which I did without complaint at all. He then paid for the job, I gave him a receipt and left. About a week or so later I received a phone call from the homeowner stating that he was "reading online that the gutters should have about a half inch of pitch ever few feet." I explained to him that all houses are different and you can't do that. Some houses have settled and need slightly less or slightly more pitch in order to function properly. All of the gutters on his house were tested with water and used as little pitch as possible. He told me that his "neighbor" even agreed with him that the gutters looked low. I found it odd that he had no qualms about our work during the entire install process or even afterwords when he continuously complimented my work but now a week later he has issues with how the gutters looked. He even asked me if I could "raise every gutter on his house by an inch or so" which is literally impossible since all the gutters are connected by corners and it is completely unnecessary since they work perfectly. I have been working in this field for 15 years, this was far from my first install job and it is extremely rare that I have any complaints about my work. We work quietly, we clean up any mess that has been made, and we do any extra work that the homeowner asks us to do within reason. I explained to the homeowner that I would take a look at the gutters when I was in the area again but since I had a completely solid schedule of work lined up that it would probably be a couple weeks if not longer before I would be in that area again. Since the issue at hand wasn't dealing with the functionality of the gutters, and waiting a little while would cause no damage whatsoever, I didn't feel it would be an issue and he agreed. However, during the first 5 days or so after I told him my time frame he continued to call me, even from private numbers, explaining the same thing over and over again to me. I explained to him that I would expedite my trip out to him, I had no problem with that, but that he needed to understand that I know what the complaint is and he needed to exercise a bit of patience so that I could keep things under control here and also come back to help him out. Soon after, his complaint here was filed. I will be out to take a look at his gutters immediately so I can see first hand what his problems are and better explain my response.

Revdex.com spoke to Robert at business and the following was relayed: Went out to the consumer's on Monday, he wasn't there so we left a note. I did talk to him yesterday and have scheduled to go to his house on Saturday.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Revdex.com spoke to [redacted] and the business has not contacted him or been out to the residence. Business stated to Revdex.com in response that they would be out to consumer's immediately. 
Regards,
[redacted]