Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gutters are falling down we have a lifetime warranty they wont return our calls

  Business response

  05/01/2024

  Good afternoon as per our recorded calls we have in-fact spoken with you on several occasions, we have explained that you are out of your warranty (you were installed May 2021). You are outside of your one year labor warranty by almost 2 years. We no longer service *******.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 2024, I had full home gutter guards applied with guarantee that all gutters would be cleaned, alined and drained appropriately and all corners would be ckd for leaking and sealer applied to assure no leaking. After the first rain, I have found the gutters were not cleaned and debris is present in the gutter, corners leak on to my fascia, part of gutter has metal sticking up causing rain to overflow the gutter and not drain.For the last 6 weeks I have tried to get a team back to repair the problem. I have contacted the warranty department who have not responded appropriately. I was told that a team to repair would be at my home on last Friday at 9 am and THEY NEVER SHOWED and when I called the persons number to ck, he said he no longer works for Homecraft Gutter. I have emailed the warranty department, I have made over 20 phone calls and have been totally disappointed in no response. All I want is for the gutter to be installed appropriately. This has not happened and I feel I have had the runaround. Today I drove to **********, ** to the advertised ********** office on ********************** and the office was closed down and the neighbor **************** office said they did not know where they went. HELP!!!

  Business response

  04/11/2024

  We are reviewing the complaint and partnering with the installation team. We will have an official response in the next few days.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to the company over the last month to try to get in touch with their warranty department with no success. I called my previous installer and he informed me that the company has closed and moved out of *********. I got the number for the vice president and called him still have had no calls, I have a gutter that is clogged and overflowing and when I purchased the gutter guards was informed that I would have a lifetime warranty and if there ever was an issue, I could call and get it resolved quickly. This has not been the case, and I have not had the gutter guards a year yet. Looking for somebody to keep their word and get what I paid for.

  Business response

  03/27/2024

  The above complaint is untrue When you called our warranty department We were on the line assisting anther customer and promptly called you back 16 minutes later. We have spoken with you all calls are monitored and recorded; your service is being taken care of.  

  Customer response

  03/27/2024

   
  Complaint: 21490368
  
  I am rejecting this response because my calls to the warranty company started on 2/13 wish no callbacks. After this complaint, I finally got a call back to schedule the work. Until the work is completed I will not be accepting or retracting my complaint. 
  Sincerely
  ***************************

  Business response

  03/27/2024

  We did not receive this complaint until this morning.  We spoke to you yesterday afternoon.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install was incorrectly completed. A gap was left at the end of the gutter and now birds are attempting to nest in the gutter getting through the gap. Response from the company has been non existed possibly due to as I have been informed they no longer service this area.

  Business response

  03/23/2024

  We have been in contact with **************** and are working with **************** to resolve his service needs 

  Customer response

  03/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this communication is satisfactory to me at this time and look forward to resolution. 
  
  Sincerely,
  
  *********************

  Customer response

  04/11/2024

   

  Please reactivate complaint # ********. After the company initially contacted me no remedy was offered and the issue remains unresolved. 

   

  I may have unknowingly expressed resolution to a BBB email that did not occur.

   

  Thank you, 

  Business response

  04/11/2024

  We will review the information provided by the customer and send a resolution this coming week

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  gutter guard installed in March of 23. Black discoloration has occurred in one spot. No other homes without leaf guard have this spot. I observed water running over the gutter guard while raining. There appears to be a clog in that spot. I have called repeatedly for a week and no return contact has been made. The water running over the gutter guard as opposed to in it is causing damage to the wood for the front porch structure. There is a lifetime warranty as well as a year for installation. I would like this issue resolved and any damage caused rectified as soon as possible. Your language in your marketing material specifically addresses not having clogs occur in this system.

  Business response

  02/14/2024

  Good afternoon ******************. We have made a few attempts to return your calls to sechedule service if you could please give us a call back at ************. Thank you

  Customer response

  02/14/2024

   
  Complaint: 21292180
  
  I am rejecting this response because: No one called me until today.  I received calls from your organization to schedule an install date as if this were a new order.  Never a call to discuss warranty repair options until today.  ***** stated she has been out of the office dealing with a family emergency.  So No you have not tried several times to return my call.  Only today did I get a call after filing this complaint.  I am forwarding pictures to the email ***** provided *****************************************  And then will await a reply regarding schedule date.  I  provided my availability for this week and  Monday.
  
  Sincerely,
  
  **********************************

  Business response

  02/14/2024

  All calls are monitored and recorded. We have received the pictures you have sent over and are currently reviewing for scheduling. 

  Customer response

  02/14/2024

   
  Complaint: 21292180
  
  I am rejecting this response because: I have NEVER received a call until today.  ***** stated she attempted to leave a message it hung up on her then I picked up.  There have NOT been several attempts made, period. This is the typical response your company provides one BBB complaints.  I await your call to schedule repairs. 
  
  Sincerely,
  
  **********************************

  Business response

  03/01/2024

  We completed your service on 2/14 and have not received a call back in regard to any further calls for any other services and consider this matter closed. 

  Customer response

  03/01/2024

   
  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

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed February 9, 2022 Noticed issues with the gutters, guards and repairs. Called HC about May 2022.I have tried to deal with the company only to be blocked and ignored.FOUND THEIR ADVERTISING PROMISES TO BE LIES.THEIR ******* made a mistake and used MY French Drain pipe and attached it to the gutter and the French drain pipe wasn't even close to work area!No end cap so I called the warranty department when I noticed my **** dying this Spring from lack of water.I called the *************** and was waiting almost 1 MONTH for the end cap.Spoke to *** on April 10, 2023 and she wanted to charge me $70 for something that their installers did so I said just mail it.May 3, 2023 and still no end cap and I have to go spend MORE MONEY on a new piece of the pipe for the French Drain repair!I noticed that when it was raining that water was coming off my gutters in sheets which seemed odd. I called and workmen were called out to take a look.Then I find out from the workmen that I have to get on my roof every 3 MONTHS and blow debris off!!! But isn't that why I got the gutter system, to NOT DO THAT!?!?!?????I was very clear when the salesman came out that I can not get on the roof and blow debris off and he walked around my ENTIRE property and said there would be no issue and the gutter guards were suggested. I asked repeatedly if that would prevent me from getting up and having to blow. I was ASSURED it would.I have physical issues, plus I am now 58 and do NOT want to get on my roof at this point in my life.I have the ad where it says, "No More Climbing Ladders!" Keep your gutters clean and stay safe with our award winning design"This is FALSE ADVERTISING at it's worse!$5600.00 later I have sheets of rain and have to hire someone to blow debris because I can't. I will try to get pics next rain.

  Business response

  02/06/2024

  **************** we have explained that we do not do anything with French drains and was not contracted work for us to do. you were installed in 2022 as per your contract you have a one year labor warranty with Home Craft and anything out side of that one year is subject to a service charge, to which you declined 

  Customer response

  02/07/2024

   
  Complaint: 21214742
  
  I am rejecting this response because:
  
  HomeCraft Gutters you are COMPLETELY ignoring the ACTUAL complaint. The French Drains are additional just to show how careless/sloppy the workmanship was.
  
  MY complaint is that you sold me gutter GUARDS, that I have an ad for, I was told I would NEVER need to get on my roof again and blow debris off which is a complete LIE and FALSE ADVERTISING due to the fact I was told by YOUR WORKMEN I WILL need to get on my roof and blow of guard areas every 3 months.
  
  I tried to deal directly with you before filing this complaint but was given the runaround, as you are doing here, and was blocked from posting on your ******** page about my issues.
  
  This complaint has only to do with the fact you owe me a refund due to being lied to in the sales pitch as well as the ad you still run!
  
  Please address my ACTUAL complaint. 
  
  I expect the full price of the gutter guards and the installation fees associated with those to be refunded.
  
  You lied and are still lying about the product (the gutter guards) and it preventing folks from needing to climb roof to blow debris out.
  
  I had another companies gutter guards at my previous home and NEVER had to climb my roof to blow debris out of the guards because they worked. YOUR sales man walked my property, saw my surrounding trees and still claimed there would be no issue and I would never have to climb my roof again and that was a LIE!
  
  Have some integrity and do the right thing and listen to folks when there is an issue and RESOLVE it instead of having *** ignore folks and only willing to smooze who she feels can help the business. 

  I will not let this rest until I am refunded the amount for the gutter guards and the installation. I will make videos and let everyone I can know about the lies if you do not, as I feel being lied to and continuing to lie to future customers is unacceptable for a business to do. I will also let folks know about YOU involving my French Drain pipe which was set off to the side for a repair I was doing on it, your workmen should never have used it and I will also take pics of the repairs done that are now falling down. I have it all documented well.
  

  Now please address my ACTUAL concern instead of trying to make it sound like this is about a French drain pipe. This complaint and request for a refund is about FALSE ADVERTISING and being lied to in the sales pitch.

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

  Business response

  02/19/2024

  Good morning, 

  you were installed on 1/28/2022, which was well over 2 years ago per the contract you signed anything over a year would be subject to a service charge. the first time you contact us about your warranty was ***** of 2023 which again was outside of your one-year labor warranty. We do have a sign off that you were happy with the last service performed at your home. We are happy to correct any issues related to your service that was provided by HomeCraft however the service charge would apply as per your contract. If you could please send any photos you may have to ****************************************.

  Customer response

  02/20/2024

   
  Complaint: 21214742
  
  I am rejecting this response because:
  I have been trying to get this handles the whole time only to be AVOIDED BY ***. Please don't talk to me about WARRANTY when this is about FALSE ADVERTISING!
  My complaint is about your FALSE ADVERTISING.
  Reply how you wish, I will post my experience publicly till you do the right thing.
  You FALSELY promised me no need to climb on roo. I have an ad you are still using making these false claims and I will NOT go away.
  Do the right thing.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My new gutters were installed in July 23. The new downspouts are to short and causing erosion. I have called the warranty department many, many times. I either cant get an answer at all or if someone answers they ********* will be handled and nothing is done.

  Business response

  01/22/2024

  *************** as previously explained there is nothing wrong with your installation, and was installed per the contract that you signed, and while we understand you want your downspouts extended that was not work that we were contracted to do and installed the footage of downspout per your contract that you signed. 

  Customer response

  01/22/2024

   
  Complaint: 21171864
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  01/22/2024

  I am not happy with the answer to my complaint. I am aware I signed a contract that included the footage amount installed. I assumed when they measured to replace my existing gutters they would be the same   My old gutters didnt let water go into my flower bed and down the side of my house. I just think they need to know there was a problem and their warranty department is useless. However please consider this closed. I dont want them to come back. Thank you for the effort. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contracted with Homecraft on 2/1/2023 for leaf filters and bottom caps for our gutters. The service was to include realigning and installing brackets to support existing gutters. The gutters are leaking badly. I contacted Homecraft on 12/31/2023 for remedial work. I immediately received an acknowledgement and promise that someone would "reach out to you soon!" That has not happened and I am afraid they are trying to hedge on their one-year warranty.

  Business response

  01/18/2024

  ************** we spoke to you yesterday morning and have you scheduled for a service before you submitted your complaint to the BBB. Is there a new complaint you would like to make us aware of? if so please give us a call at ************. 

  Customer response

  01/19/2024

   
  Complaint: 21159039
  
  I am rejecting this response because ***** has contacted me to schedule service. I was told they would call to set up but that has not happened.

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

  Business response

  01/19/2024

  Our records show we left a message stating your service was would completed today 1/19/2024

  Customer response

  01/19/2024

   
  Complaint: 21159039
  
  I am rejecting this response because ***** has contacted me or arrived to fix it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had this company to come out in 21 and place gutter covers over my gutters. Back in August a piece of the cover failed off. It took sometime for me to find the contract and contact the company. I located the contract in October and call them. It was October 26, when someone finally answered the phone. They told me to take a picture of the piece that came off and send it to them. I did. I spoke to someone in November after calling again time that told me they would be sending it to someone that would contact me and come out. I was told that the labor would be charged depending on how large the work was. The part would not be charged. I have left messages on top of messages and no one has answered or returned my call.

  Business response

  01/22/2024

  ************ you were installed back in 2021 per your contract that you singed you have a one year labor warranty with homecraft anything after a year is subject to a service charge. We have sent via email the estimate to fix and have still not received a response please call our office at ************ to verify email address and resolve this issue. 

  Customer response

  01/22/2024

  I will try to call again  as I have tried many ***e before and left many messages.   I have even sent a picture of the part that failed off as asked with no response.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had gutters fitted to my house April 2023 and since then have found out that the gutter they put up on my garage was put in so the water runs down my wall toward the house instead of the other way do after time the water has penetrated my wall by my dinning room and has come inside I had had to have a company come and dry out the room which they had to remove my flooring and part of my dry wall as this had been happening for some time and I cant get it fixed until the gutters are done I have been calling this company from the 17th December and have had no one return my calls or emailI spoke to a new manager yesterday (5th January) who told me they no longer service this area I paid slot of money for these gutters that have a life time warranty I am at my **** end as every time it rains water is coming through to my dinning room I would appreciate any feedback you can give me as my husband is overseas with the military and am here by myself thanking you in advance

  Business response

  01/08/2024

  We are working hard to provided a resolution, A manger will be in contact. 

  Customer response

  01/08/2024

   
  Complaint: 21108275
  
  I am rejecting this response because: I have been calling since the 18th December left messages and was always told when I got hold of someone they would call me back to this day they have not got in touch with me  
  
  Sincerely,
  
  ***************************

  Business response

  01/08/2024

  As previously stated we are working on a solution to further assist you. 

*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. ↩