Complaints

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted HomeCraft Gutter Protection in August, September, and December about a gutter repair. Someone name *********************** **************) said In August that a representative would call me to schedule the repair. After 3 weeks of not receiving a call I called again and left messages because all I get is a recording that there are a HIGH VOLUME of calls and to leave a message and someone would call back. No one has called and its been 4 months of me trying to schedule a repair per the warranty. I enclosed the Warranty with states that the PRODUCT will never allow your gutters to overflow due to debris accumulation but the gutter is overflowing and I can see debris where the gutter is overflowing. If HomeCraft can't repair the gutter then the company should reimbursement an amount for another company to replace the gutter.

  Business response

  12/28/2023

  A manager will be reaching out shortly to further assist.

  Customer response

  12/28/2023

   
  Complaint: 21065868
  
  I am rejecting this response because: I call HomeCraft today and left another service request and BBB contacted HomeCraft who said a manager would be calling today.  It is 4:52pm and I haven't received a call from HomeCraft. 
  
  Sincerely,
  
  *******************************

  Business response

  01/02/2024

  Our records do show that we did call you on the 29th. Please give us a call at ************

  Customer response

  01/03/2024

  Although HomeCraft stated that they call me.  I do not have a missed call nor a voice mail from HomeCraft on December 29th nor any other date.  Please advise on what I should do at this point to request a gutter repair? 

   

  Thank you in advance for your help.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a deposit on gutter protection with this company in June for a June 6th, 2023 installation but the company never showed for the installation nor did they ever, once return any of my calls seeking the product, installation, or refund. I had set up financing for the remainder of the balance, due upon installation. I cannot get this company to respond at all after numerous calls and emails.

  Business response

  12/27/2023

  We understand that your work order was custom order which can take longer we do apologize for the delay and a manager will be reaching out to assist momentarily.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During winter of 2022 I purchased a gutter system from HomeCraft with the promise of a lifetime comprehensive warranty. I had a home inspection this summer (2023) that reflected some damage to the gutter, so I called the company for warranty work. I called for 2 weeks straight and left plenty of voicemails to no avail. Finally I spoke with someone who said they would pass it along; I never received a call back. I started calling again and was told that I would be followed up with my a manager twice and have never received a call back. The number I was told to call for the warranty division is now not a working number. I still have my signed contract and cannot get any help.

  Business response

  12/21/2023

  A manager will be reaching out to further assist you shortly.

  Customer response

  12/27/2023

   
  Complaint: 21040939
  
  I am rejecting this response because:

  I have waited for a call from a manager since the company responded on December 21, 2023. It is now December 27, ************************************************************************************* the past and submitted a complaint for in the first place.

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

  Business response

  01/04/2024

  Our records show that we did in fact reach out December 22nd at 3:47. A manager will reach back out first thing tomorrow morning.

  Customer response

  01/08/2024

   
  Complaint: 21040939
  
  I am rejecting this response because:

  My records indicate that I did not receive any phone call from an employee from your company on December 22, 2023. I have also not received any phone call since receiving your latest update. My phone number is **************. 

  Thank you,
  
  *****************************

  Business response

  01/16/2024

  per our records we did in fact attempt to reach you at the number provided above. We will have our manger reach back out to further assist.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business did not update the price of the gutters when items were removed from the original install. I called, emailed them multiple times and received no resolution. They want to recharge me for sonething I already paid for. Their warranty manager *********************** ceased communucating when I requested a refund. Now when I call there is no way to speak with a live rep. **** if you're a new customer will they want to talk to you.

  Business response

  12/18/2023

  Good afternoon, 

  I went back and looked at your previous conversations with ***** and the reason for ** charging you is that fact that your downspout( extensions) were not including into your price and was not paid for we did come out free of charge and install them we did that free of charge. Please see contract where we were contracted to do the down spouts but as for the extension pieces those were not included. 

  Customer response

  05/08/2024

  I received a call from *****, the warranty supervisor back in December 2023 providing a resolution to my complaint. That was mailing 2 gutter guard protectors at no additional cost. She told me she will have them mailed out as soon as possible and I should receive them soon. I waited weeks and checked my mailbox, nothing. Now mid February still nothing. I called the number she provided me and attempted to leave a voicemail and the same problem I previously faced when corresponding with the previous warranty supervisor *********************** is the SAME issue I'm experiencing now. Unable to leave a voicemail, you have to speak really fast or the line will disconnect. The only working telephone number is to their sales line for new customers and even the guy there can't and won't help. There is absolutely no customer service assistance and unless you're buying from them they don't want to deal with you. I'm still paying for equipment they said would be functional and within 2 years the devices they pride themselves on break! I want the gutter guards they promised the would send me.

  Business response

  05/08/2024

  **********************, We did in fact drop your gutter gates off on your porch. If you did not receive them, please give me a call at ************. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had gutters placed by home-craft in September 2023. In November I took note that water was leaking from behind the front gutters. I contacted ****** from Homecraft who provided the warranty department phone number. I called the number every other day for 10 days with no response or call back. I reached out to ****** again regarding my issue however I have not heard back either. I would like the leak to be repaired.

  Business response

  12/07/2023

  Good afternoon,

  We explained to your wife yesterday that we are working on getting someone out to your home for service due to the fact we closed our ************ office. 

  Customer response

  12/07/2023

   
  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

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting on a call back from homecraft about a issue I have with my gutters and the said it was out of warranty but It its in regards to something that was supposed have been done before installation and Its been 2 months and Im still waiting to be contacted . Its very frustrating because its time sensitive. Im still looking to do my back gutters but at this point Im looking at going with another company

  Business response

  12/11/2023

  a manger will be in contact with you shortly. 

  Customer response

  12/12/2023

  I havent relieve a call since they responded . I been trying to get them to answer for almost three months or longer 

  Business response

  12/12/2023

  **************(service tech) did report that he went to your home for service however you were not there please review the file below to make sure nothing was missed. If you are in need of new service please give us a call at ************. 

  Customer response

  12/12/2023

  That picture is the original work order . No one has come buy or reached out to us regarding the issues we are having now 

  Business response

  12/13/2023

  no sir, I attached the original work order plus the service order as well. 

  Customer response

  12/13/2023

  Yes that day . The side that I was worried about the gad a piece of metal was put up . I also mentioned the smaller one on the bottom side where the front door is . I was told that I shouldnt be concerned. Now that gap is a lot bigger I have contacted the warranty department since July and no one has contacted me back after I was told they would have a manger reach out in September but its now December .. so thats why I have the bbb evolved . Because there is not reason that gutters should be coming down after such a short time . I even stated that I wouldnt the facial boards checked and secured after they did the wrapping. I just wanted them fixed before it because a big more damaging issue. 

  Business response

  12/14/2023

  The job was installed almost two years ago and are currently outside of your 1 year warranty however I will call my Project manager and have him go out to the home to do an inspection however there will be a service charge moving forward as per your contract.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/18/2023 ************************************************ guards installed along with replacing fascia. A piece of fascia was missing when they finished and when I said something, they just slammed a piece of wood in the spot. Looking at the fascia, some of the pieces were splintered and maybe not attached properly. I also found metal pieces in the yard and wanted to make sure the gutters were installed properly. I got a ticket opened for this issue, but nothing was done as the ***** office was closed down without notifying. I eventually got told about the closing a couple of months later (October) when I saw a new issue, since a new ***** location was opening I was told. In October, I notice one of the screws from the gutter to my house was loose and not attached. I called warranty/customer service and this is when I found out about nothing being moved along with my previous issue. I sent the pictures and called again to verify they received everything thing needed and could not get through. I have kept calling warranty/customer service many times in the weeks since and never get an answer or a person to pickup the phone. I also uploaded the pictures and the issue to customer service from their website and also never got a response. I have called to 2 difference phone numbers provided to me with neither answering.

  Business response

  11/30/2023

  A manager will be reaching out momentarily to further assist 

  Customer response

  12/06/2023

   
  Complaint: 20934008
  
  I am rejecting this response because:I have no trust until someone reaches out and the few people I have talked to have not done anything. I would like to get this matter settle, and so far my time has been wasted especially with all the money I spent. I do wish I could accept, but actual action instead of just saying a manager will reach out means nothing. The few people I spoke with said they would follow-up and never did.
  
  Sincerely,
  
  *******************

  Business response

  12/14/2023

  ************ as we have previously explained that office is closed however we are working diligently to get a crew out to your home for service. 

  Customer response

  12/18/2023

   
  Complaint: 20934008
  
  I am rejecting this response because: It has been over 2 months and you are still trying to get someone out to *****. I would like to accept, but please reach out to me and provide updates of getting the fixes done.  Also, while inspecting the gutter guards recently, I have noticed that a few parts are not secured properly to the gutters and there are gaps along with the guards moving up and down on the gutters. I have pictures if they are needed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Job # KNX-****, gutter guard installation by HomeCraft on August 23, 2023. While crew did a fair job of installing guards on all my gutters, I did not get a "closed" system as promised by sales person (*****): --Did not get "gates" that closed off the downspouts --Gaps at the ends of some gutters (sometimes the guards are folded down to close off; should be for all)--A few places gaps in the overlap of guards that will allow debris in --Couple of places the gutters are still loose; should have been stabilized --At least one gutter not sloped sufficiently for runoff, standing water (was supposed to be corrected)--Two places the gutter guards are loose in the back; so possible for leaf buildup to cause guard to sag and allow debris in gutter.I have contacted the company through multiple phone numbers multiple times. The few times I reached someone, they promise they'll have someone call. No one ever calls, although I missed a couple of mystery calls that have come in but no message left, and when I call back there is no identification this is the company and I only get a message that my call cannot be answered now (perhaps this is them calling).

  Business response

  10/14/2023

  Service was completed for *****************

  Customer response

  10/16/2023

   
  Complaint: 20704676
  
  I am rejecting this response because: 

  The company sent a representative (******) who completed about half the unfinished work and said he would return with additional materials to complete the work. He made notes and took photos of the work that still needs to be done, but he has not returned.
  
  Sincerely,
  
  ***********************

  Business response

  10/17/2023

  As I have stated before your service is being taken care of and is in the process of being completed. 

  Customer response

  10/17/2023

   
  Complaint: 20704676
  
  I am rejecting this response because:
  Yes, they are in the process of completing the job. did some work today, but said would come back tomorrow to complete. I do not want to close out the issue until completed.
  Sincerely,
  
  ***********************

  Customer response

  10/30/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. After two visits, they have corrected most problems, only one remains but they did not have the materials to complete. We are in complete agreement about what needs to be done, which is why I reject mediation, and they have agreed to do it but just have not come back. I will contact them to see what the hold up it.

  Regards,

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

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had gutter guards installed 3 yrs ago, noticed leaf build up in a corner, finally had someone check ( I can't use a ladder) and found about a 2 ft section of guard was never installed. I've tried a number of times to contact their customer service via their website, phone and e-mail and have received no response. Also birds have been able to get in at the ends of the gutters. I would like them to finish the job as it should have been.

  Business response

  10/04/2023

  Good afternoon, It was a pleasure speaking with you today. With that being said as previously discussed  the job was installed and completed per contract(after install photos) I do understand you are missing 2 feet, and that per your contract there would be a service charge. We are always willing to help should you change your mind. 

  Customer response

  10/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution discussed with me is satisfactory.  They should contact me as discussed, (via e-mail), to make arrangements.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  New 6 inch guttering with guttering guard was installed in April. 2022.In the week of September 24, 2023 we had heavy rains. We discovered the rain water had entered the house at the wall in the kitchen area.the week of September 24, 2023 On checking the outside, we saw the guttering was stopped up with leaves and mud. This accumulation stopped the natural flow of rain water to the down drains, causing the water to back into the interior of our house.We called the company several times, talked to the service representative, Kasty.She informed us we were out of warranty, we should have called with the problem within the first year. There would be a service charge I tried to explain The problem just happen The gutter guards were to supposed to keep the gutter open and the rain water flowing The gutters were not supposed to clogged up and cause the rain water to overflow into the house The new gutters and gutter guards were purchased on the basis they would worked for many years, not just months It should be noted, this problem could only have. occurred if the parts and installation were substandard At age 83 and 89, we had to clean out the gutters, because the company refused to stand behind their product We were and are still requesting they clean out their new, expensive gutters and gutter guards Fix, do what ever is necessary to correct the problem of rain water overflowing into our home

  Business response

  10/02/2023

  The above statement is incorrect we have spoken with you every time you have called in that being said I explained to you that you where a year and 6 months out side of your warranty you refused the service as per your contract you did not want to pay the service fee that is stated on your signed contract. All calls are monitored and recorded.

  Customer response

  11/06/2023

   
  Complaint: 20685549
  
  I am rejecting this response because:I am rejecting the reply from the gutter company 
  
  The project did not perform 
  
  The rain water ran into the house instead of running down and away from the house.
  
  I asked and are still asking the company  to review and correct the problem 
  

  
  

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

  Business response

  11/06/2023

  Good afternoon as previously explained you are a year and   months outside of your warranty If you would like us to come out there would be a service charge as stated on your contract 

  Customer response

  11/07/2023

   
  Complaint: 20685549
  
  I am rejecting this response because:the product (new guttering and gutter guards should have a life of many years and not fail after a year and a half.   We did not buy the system to have water run inside of the house. The company should come to the house, review the problem and correct the problem, at their expense.

  we paid for an correct operating system . the company should stand behind their product
  
  

  also, the computer system is very complex for me.  I would appreciate a phone call at ************ to explain the procedures

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

  Customer response

  11/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business response

  11/13/2023

  Better Business Bureau:

  ********************/ BBB As per our recorded last conversation we went out to your home on Aug 16 of 2022 for a service for the same reason you are stating above. We performed a water test and cleaned off the debris we found no evidence that our system had caused any leaks into your home to which you even signed off on the service form that you were satisficed. You did not call us back until mid October of this year to which you were informed there would be a service charge as you were installed a year and 6 months prior ( you were installed 4/4/2022) and as per the contract line B it states anything out side of your one year warranty there would be a service charge to which you declined. Home Craft excepts BBB mediation offer for this reason. 

  Business response

  05/17/2024

  Good afternoon, 

  Unfortunately as per previous conversation the HomeCraft Gutter Protection of ************ has closed, you are currently trying to request a refund from the wrong Company as we are a separate company From the HomeCraft Gutter Protection of **************** 

  Business response

  06/24/2024

  We absolutely responded to the complaintplease take a look for yourself 

*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. ↩