Complaints

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2023 Gutter Doctor was to install new gutter and down spouts, guttter guard as well as replace some aluminum facia.The prmary desire was to remove a water trap due to a low spot on one of the runs Issuses reported to Gutter doctor on several occasion dating back to November of 2023 inculed Leaking end caps Fascia falling off, Low spot trap remains and now some of the facia is buckling and probably trapping water I want this repaired corrected by a properly trained installer or my money refunded so that i vcan have it repaired properly It is Gutter dioctor invoice ***** Tech was *** and invoice date was 2023 ** ** I can provide photos and the home is availbe for inspection

  

  Business response

  04/07/2024

  We went and fixed the problem on June **, 2024.

  Customer response

  11/07/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last April we hired Gutter Doctor to help with ******** issues as one of our downspouts was dumping onto the driveway, creating a lot of ice in the late winter/spring, and also to clean our gutters on the house and garage.Gutter Doctor sent ***** out to do the work. He did a terrible job of cleaning the gutters, and left the debris from them scattered about the flower beds and yard. This should have been my first sign something was amiss, but I figured Gutter Doctor was an established company with a good name.***** then proceeded to just remove/block the downspout from our eavestrough, and said the water would just go to the other one. No re-sloping, no checking with water to confirm ********, nothing. He said, and I quote I promise youll be happy. Almost a year later, I am not.I contacted Gutter Doctor with my concerns immediately and was told they would make sure we are happy with the work. ***** came out again to clean up the yard but instead had his son re-scatter the debris elsewhere.As early as last spring we still had ******** issues with early rainfall, but after emailing pictures we were told by Gutter Doctor that the ground was still frozen and such things wouldnt happen after the ground warmed up. Our concern is not when it is warm-we hired them to fix our problems when it is cold.This spring we are having overflow issues and ice on our walks like we have never had in over ** years living here. The ONLY change was Gutter Doctor messing up our *****. They will not send someone else (as we have ZERO faith in *****s work), and are very unprofessional in written communication.0/10 DO NOT RECOMMEND.We are hoping to get a refund so we can hire a company better suited for the job as we are now out $**** and in a worse position we were than before hiring them. (Attached photo shows how much sand needed to be used to cover the area of ice, which we have not had before).

  

  Business response

  19/03/2024

  We have come back several times. We checked and can see that there is no overflow, and that the ***** were resloped where needed and * gutters were replaced. We sent pics and proof showing level tools that the gutters are sloped correctly and that there is no water filling up in the gutters.We have pics showing that there is no water pooling there. We even installed some drip edge for free on the last time we were there to compensate for that fact that he has installed a new roof right over top of the old one which is causing the leak dripping behind the gutter in that area. It has nothing to do with the gutters- this is a roof issue.  The customer had a leak in that exact corner by the front door that he is complaining about now, but he never asked us to fix it- he just wanted to remove the downspout at the back of the house and have the gutter run the water run to the front. This is what was done and the gutter was sloped properly. We have dealt with this custom customer over ** times on email and phone calls now about something that he is hellbent on blaming on us, but we have proof from his emails that the leak was there to start with. we cannot deal with an ****** customer like this after we have already gone over and above to try to satisfy him. We did exactly as he asked. We came back and proved that it is all good, but still he is wanting a refund for the good work that we did.   

  Customer response

  20/03/2024

   
  Complaint: ******** I am rejecting this response because:

  I have all of our communication saved, and can show the very unprofessional way they have treated me and spoken to me, all while I am only asking for the work that we paid $**** for, to be done correctly.  Calling me insane in a professional setting like this just proves the manner in which you conduct your business.

  You have only ever come to the house when there is no snow or rain on the roof or in the gutters, so of course you cannot see the problem when you clearly are only interested in coming out when there is no problem to see.

  We never asked for any downspout to be removed-we wanted to explore solutions and you told us this was the only one, and that we would be happy.  (The downspout was also at the front of the house, so clearly you are either mistaking us with another customer, or youre just straight up lying).

   The water is draining and looking in our front yard and overflowing onto our sidewalk and freezing, causing a slipping hazard.
  

  The work has not been completed to any standard and we are still requesting a refund.  Your constant unprofessionalism and poor work are inexcusable.

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

  Customer response

  20/03/2024

  I forgot to mention-Gutter Doctor says they have come out several times-the only person they have sent out is the same handyman that did the work to begin with, so of course he will be saying we are in the wrong.  We have zero faith in his ability and feel he is not a good technician to do this job.  We have asked for Gutter Doctor to send out literally anyone else, but they will not.  This is frustrating because we did NOT get the work done that we paid for, and the person who keeps on saying we are wrong, is the one who is being dishonest in the first place.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi, original invoice was May *. 2022. Invoice # ***** (Technician was ****)**** arrived and inspected the gutters and gave me a quote which included re-sloping one of our gutters. (Front left of house.) He then proceeded to complete his repairs and was done within 2 hours and 45 minutes. I was a little surprised as he made it seem like it would be a longer job so was skeptical of the quality for a total bill of $******. This winter all the repaired gutters leaked and piles of ice built up on the lawn under the corners he repaired. I called in February and was told to call back in May when their technicians were back at work after everything had thawed. And just like the previous spring, the grass under the repaired corners of the house was dead again. I called the office and then **** texted me on May 1 and asked me to take pictures of any leaks. I informed him I it wasn't raining nor was it supposed to rain for a week. On May 10 he texted to ask me if I could see any leaks and I informed him that I was at work. He said he would come take another look, so I asked him when he had come by and he responded, "When it was raining." I asked him two more times what date and time he came by and he refused to answer as he knew I'd verify with my doorbell camera that he never came as it didn't rain in ******* between May * to May *** He agreed to come at * am on Sunday to inspect his work. He texted me just before ** am to inform me he had done touch *** on his work and to contact him if I had any issues. On May ** after rain during the night, the garage corner was leaking and dripping on to the newly reseeded soil creating a divot. I texted him to inform him and his response was that he suggested to re-slope the gutter so it isn't pooling. I contacted the office and asked to speak to the manager. I was only called back by an employee who reinforced ****'s advice. I didn't receive an apology for the lawn damage and I'd like the garage gutter fixed/re-sloped at their expense.

  

  Business response

  12/06/2023

  The customer was informed that the ********************** at the corner in question on the garage had a sloping issue (and pooling water) when we did the work and he did not want the resloping to be done at that time. He was told that there would be no warranty on the corner if water is pooling there but he had told the technician that the tech should ************* and see if it works- and if it doesn't work then we can do resloping later. Whether the resloping was done at the time of suggestion or later would still be an additional charge- It is additional work that is not included in re-caulking a gutter corner. Gutter corners will leak if water is pooing there. He has water pooling there. We offered to re-caulk that corner for free as long as we do the re-slope around the garage which is $***. He refused and wrote to the BBB. 

  Customer response

  13/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I have both the original estimate from 2022 that never mentioned re-sloping the garage and I have ****'s response to my text on May **, 2023 - 9 days after he completed his warranty repair. His exact words are: "Oh shoot. We would suggest to slope the gutter better in that area so that there isn't pooling water there. If it's dripping that much this morning there is sitting water in that area." The slope of the gutter on the garage was not mentioned until that point. I was then emailed an invoice on May ** suggesting I reslope the gutter. And the business response fails to mention or apologize for me having to replace my grass less than a year after the work was completed the first time on all of the corners.
  
  Sincerely,
  
  *********************

  

  Business response

  14/06/2023

  We can refund the cost for caulking that corner, but we are not going to do extra work for free that would be needed to be done to ensure that corner is not going to continue to drip. We do not understand how drops of water landing on a lawn will damage the lawn. 

  Customer response

  14/06/2023

   
  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.
  The refund should be for $***** plus GST.

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

*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. ↩