Complaints

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to Hire ***, **** in June 2023 and sent a deposit of $556 with an understanding of a 12 week lead time. In October I contacted them as I had no info on a start date. I was messaged back that they had no start date because they were behind schedule. I requested my deposit back and said I was going to file a complaint, since they were not honoring their contract. I was then given a Dec 4th, 2023 start date. Today, Nov 15, 2023, I was contacted by *** and told the date was moved back to Dec 6, 2023. I replied that it was not acceptable. They promptly cancelled the job and now are holding my deposit ******.

  Business response

  11/17/2023

  Our office communicated with the customer that we had some unforeseen delays occur that impacted our production load. ******** was assured that we were still working diligently to complete his project as soon as we could. At this time the customer requested a deposit refund, and our company policies were explained. Customer accepted that the deposit was non refundable and agreed to a installation date of 12/4/23. 

  We experienced a substantial rainfall on 11/15/23 which led to a complete wash out of the schedule. All affected customers were promptly rescheduled at the next available date. Customer in question was given a new date of 12/6/23, exactly two days following the original expected date. 

  However, following the remark "I will file the complaint today." ASG determined the customer was unwilling to accept the new date. The new appointment was cancelled following the customers threatening response. Customers reply is attached for reference. 

  ASG does not operate under a performance guarantee. All time frames provided are only estimates due to uncontrollable events such as weather, material delays, staff shortage, etc.

  It is clearly stated on customers signed agreement, and has been reiterated via phone communication that the deposit is non refundable. The customer chose to cancel the project instead of accepting a 48 hour delay, forfeiting the deposit placed. 

  Customer response

  11/17/2023

   
  Complaint: 20875131
  
  I am rejecting this response because: *********** never explained that the deposit was non refundable and then on 11/15/2023 they cancelled my project per text message.  In which case as they cancelled they must refund my money!!
  
  Sincerely,
  
  *****************************

  Business response

  11/21/2023

  This response was taken verbally by BBB:

  Our previous response and supporting documentation already addresses the customer's rebuttal. The contract, which was singed by the customer after they should have read it, clear states that the deposit is non-refundable after 3 days. The 11/15 text message was not to cancel the project as the customer alleges, but to delay the project due to weather, an issue outside of our control, which is also covered in the information relayed to customers (Scheduling Policies email - also attached). When we messaged the customer to push back the job by two days due to the weather, the customer's response to tell us he was going to file a complaint, instead of allowing us to reschedule.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/25/23 I called Advanced Seamless Gutters to repair my soffitt over my back porch, since the last company never came back to fix their mistakes. ******************* came to the house to give me an estimate from Adnanced SeamlessGutters. He explained they were backed up, which was understandable. It was to be done in September. I have called repeatedly but only get an answering machine but never receive a call back I have probably called 10 times. I called *********************** number *************) but it goes to voice mail.. I sent a text to their number and was told there are no refunds . I am out of options . There isn't any way to contact them.

  Business response

  10/09/2023

  ********************* accounting of events is false. We have written proof of correspondence via emails and text messages, the very reason we use electronic means of communication is so that we have a record to refer to. Today, 10/9/23, ********************* asked for her deposit to be refunded as she did not wish to wait any longer for her installation. Her refund was issued today, by check, and will be in tomorrow's outgoing mail. It should be noted that per our contract terms, we are not under any performance guarantee regarding installation timelines, the fact that we can not get to her job as quickly as she would like is as simple as that. We are also not under any obligation to refund her deposit, as per the terms she agreed to upon signing the contract, however, as stated earlier, the refund was immediately issued so that ********************* can move on to another contractor. 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted with Advanced Seamless Gutters on May 1st and provided them 30% deposit. Called them in June only to have a robo response that indicated the install will "take us about 12 weeks from the date of deposit to get your gutters installed." Called them again and they don't pickup. I am currently at 14 weeks with no response and no schedule. At this point send my money back or schedule the job by speaking with me.

  Business response

  08/21/2023

  We received ****************** deposit and signed contract in the office on 5/4/23. Unfortunately, we are experiencing delays in our installation schedule due to a combination of factors. This information is regularly shared with our customers in the for of electronic communication, i.e. text messages, emails. or both. These are not "robo calls". This is the chosen method of communicating information to our customers, ensuring that we have a written confirmation of the information provided. While we understand ****************** frustration at having to wait longer than expected for his installation, there really is nothing we could do to expedite his job. Jobs are completed in the order in which they are received, and ****************** job was still in the queue and not due for installation quite yet. **************** has asked for a refund of his deposit, and that refund has been made and the check has already gone in the mail as of 08/21/2023.

  Customer response

  08/21/2023

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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had new gutters installed by this company last August. After the a heavy rain in April, I alerted ***********, ***** that one side of the house was leaking heavily onto the stairs to my deck and water treatment system below. I texted him a video of the downpour from the faulty gutters. He assured me that someone from their service department would be out to address the problem. I never heard from anyone.I reached out again to ***** in May and was told that he no longer worked there... but that someone from their service and warranty ***** would get back to me ASAP. Once again, never heard back from anyone.I left several messages in June, July and again today--- Not even the decency of a call back. Hopefully the owner will get this message and call me.

  Business response

  08/03/2023

  ****************** has had an open service request for some time. Unfortunately, ****, a Production Manager, is no longer with the company and did leave some loose ends unattended, ********************** service ticket being one of them. We do have ****************** scheduled for a service call on Monday, August 7th, and since the job is still under warranty coverage there will be no charge, unless the issue is maintenance related (for example if the gutters are clogged with leaves, pine needles, etc). We apologize for ********************** experience, we never want to have unhappy customers, however, occasionally things do slip through the cracks. We hope that after our visit on Monday ****************** will be satisfied with the outcome.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/28/21 company installed seamless gutters on the back of my condo. i have called them 6 times in the past 2 weeks to tell them they are leaking like crazy .from the front,sides,back and ruining my lanai i was answered once and told to send pictures. i did that 2 weeks ago and now i called and by the way they dont answer the phone and i am left with this i have a warranty

  Business response

  07/08/2023

  Per our contract terms, warranty coverage extends for one year from the date of installation. At this point in time the customer is out of warranty. However, our service department did speak with her and offered to create a service ticket for her, and that since she was out of her warranty period there would be a service charge for the technician to come out and address her issue. She was also informed that due to the extensive damage Hurricane *** did to the area, that our service department was very backed up and that we would not be able to immediately get someone out there. These responses were not satisfactory *****************. While we never want to have unhappy customers, at times it does happen. ***************** is outside of her warranty coverage period, she does not want to accept any of our options to help her with her situation, there is not much more we can do.

  Customer response

  07/11/2023

   
  Complaint: 20287593
  
  I am rejecting this response because:gutters were installed 7/28/21 . i never heard any of there suggested proposal from anyone. no one said warranty no one said they were backed  up i was asked to send pictures i was told someone would come i have no reason at age of 73 to lie about this. i do not think this company talked to each other on the 3-5 times i called i think the answer is unfair and not truthful  ***********************
  
  Sincerely,
  
  ***********************

  Business response

  07/25/2023

  Our records indicate that ***************** did reject the option of a paid service ticket. ***************** was under the impression that her service would be under warranty, and when it was explained that her warranty coverage had expired, she would be responsible for the cost of a service call, she declined saying she didn't want to pay for anything, and therefore, a ticket was never created. For the sake of records, ******************* original installation date was 07/28/2021, her one year of warranty coverage ended on 07/28/2022, putting us currently at two years post installation and one year outside of warranty coverage. 

  Customer response

  07/28/2023

   
  Complaint: 20287593
  
  I am rejecting this response because: i never ever said i was looking for it to be free i just went back to the company that did it for them to repair it i never said a word about a warranty 

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

• Initial Complaint

  06/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company will take your deposit and hold it hostage and never perform any work on your home. If you contact them they keep changing the timeline to eventually scheduling you for work.At first it is six weeks, then when you complain at 9 weeks the schedule becomes 12 weeks and so forth. All the while they hold your deposit as an interest free business loan and never do the work contracted. I have emails to support all my claims and documentation. At this point I am 10 weeks out from my deposit and my job has yet to be scheduled. Who know what that means. A week from then, two, three? Their contact person is ********************************* at **************************************

  Business response

  06/28/2023

  **************************** signed contract and deposit were received in the office on April 5, 2023. His job was done on June 10, 2023. This is a time frame of 9 weeks and 3 days. This falls in line with any and all information that is provided to our customers regarding our schedule. Our time frames are extended due to the extensive damage from Hurricane ***, we do our best to express this to our customers and hope that they can understand the situation. Customer deposits are not interest free loans, a deposit secures a customers place in the queue. We have been in business for 25 years, that doesn't happen by taking deposits and disappearing, and the majority of our customers can comprehend that we want to complete their job as much as they want it to be completed, and at times this does involve exercising patience especially during extenuating circumstances. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Was given a quote in March. Placed a deposit and signed a contract. Cash was checked on March 30 2023. Was told it would be 6 - 8 weeks before work was completed. As of today May 31 2023 work has not been started. I have tried calling multiple numbers and cannot reach anyone at the company.

  Business response

  06/02/2023

  ************* did place a deposit with our company that was recorded on April 5, 2023. Our time frame is normally 6-8 weeks. ************* is just now at the 8 week ***** We have been in communication with ************* over this course of time, and have explained that one of the products she is to be receiving has been on backorder since Hurricane *** hit. Part of what she is to receive is called Roll Form Gutter. This product is not seamless gutter, this is a product that we have to get from a supplier, and every local supplier is on back log with this product. On June 1, 2023 we sent ************* correspondence stating that we had heard from our supplier that we should be receiving our supply of roll form gutter within the week, and that once we had the product on hand we would get her job scheduled. While we understand everyone's frustration with long wait times, our hands are tied. If we can't get the material for the customers job, we can't schedule the job. Unfortunately, some customers complain when they don't hear the answer they want to hear, that does not mean they haven't heard from our office. And ************* is within her estimated time frame, even with the material delays. 

  Customer response

  06/02/2023

   
  Complaint: 20124935
  
  I am rejecting this response because:

  The check was cashed for this contract on March 30 according to bank records.    I was told before I signed the contract that it would be 2 -3 weeks.   I certainly understand shortages both with materials and workers - we have had a number of items due to the hurricane that we have had to replace/have fixed.    What I am not happy is the number of calls that I had to make, no one picks up the phone and no one bothers to return my calls - that is until I file a complaint with the Better Business Bureau.   

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 9,.2022 we paid Advanced Seamless Gutters $4,460 to replace all the soffit surrounding our house. The outside salesperson had included a $300 charge for his crew to remove the storm hoods (covers) in the back of our house (lanai) which the crew never did. They claimed they did not need to in order to complete the installation. We requested a $300 refund which we were refused because I wrote complaint reviews. The President of the company finally agreed to return the $300 but only if we signed a form agreeing not to write any negative reviews in the future. We refused and cited that this company was guilty of breaking the Customer Review Fairness Act. I even sent her a copy but she refused to even admit that this Act referred to her company.In addition (after paying the amount of money that we were charged ), we lost many of the soffit panels during *** so now we have nothing left from this job. I would recommend no one conducting business with this company. The workmanship is questionable and their attitude is very rude.

  Business response

  10/25/2022

  The refund of $300 was denied for many reasons. First and foremost being that the customer could not provide any record of proof that there were terms in place regarding the waiving of this fee. *** asked repeatedly for any record of this agreement, none was provided. Further, the customer begun their request via defamatory and false reviews left on multiple public platforms. To address again the document provided by the *** president, there is written record of this requirement being sent to the customer before they arrived at our office to collect their refund. Once they arrived they stated they had no intentions of ever coming to an agreement regarding the defamatory and false reviews, this was further confirmed by the customer trying to invoke the customer fairness act. It appeared to *** the customer arrived under false pretenses and was attempting to threaten ***. Even after these events occurred *** was still willing to apply a Courtesy refund to the customers account even though they had no proof of the refund terms they claimed. We only asked that they take down the aforementioned reviews. Again, they were aware this was the only requirement to receive the requested/demanded refund. The customer stated upon exit that *** can keep the money as they would rather leave their reviews posted. 

  *** has no comment regarding missing soffit panels following the major natural disaster, Hurricane ***. We hope this is the extent of the damage they experienced. 

*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. ↩