Complaints

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted and hired Michael M**** with Port City Gutters on November 1, 2023 to clean my gutters and paid extra to trim some tree branches that were hanging over gutters. I was out of town when he did the job. He informed me on November 2nd that the job was complete and asked for payment. I paid him on November 3rd in good faith that the job was finished. When I returned home on November 5th, I found the job was not finished. The debris from the gutters was piled in the alleyway beside my house, the tree cuttings were piled in the front bed, the leaf guards had been removed and were hanging in my bushes, in my planters and one was dangling off a window. Also, a shutter was pulled out of place and unsecured. I immediately contacted Michael and sent pictures. He said he was going on vacation and would address it as soon as he returned. It has been 25 days since I paid him. I have texted, emailed, and called expressing my dissatisfaction and asking him to come finish the job. He keeps telling me he will take care of it and then does not show up. I cleaned up the debris and the tree trimmings, took down the dangling leaf guard and pulled the leaf guards out of my planters. I want him to put the leaf guards back in place, secure the shutter, and take care of tree limbs that are still hanging over the gutter. Also, because the leaf guards have been off for 25 days, I want to make sure the gutters are clean.

  Business response

  12/05/2023

  Prior to *** *******'s job, we recently hired a new employee that didn't have the work ethic that we require here at Port City Gutter Company. This employee is no longer with us due to this particular job and similar issues on another. We are a small family business, and integrity and customer satisfaction are incredibly important to us. The timing of this happening also couldn't have been worse, as I went out of the country and then had some other issues arise that hindered us from coming back to take care of this. I tried to communicate this with the owner, but I see that I should have done more. We sincerely apologize and will be coming back to take care of this by the end of the day tomorrow. We never want a customer to be unhappy and I will personally make sure this is resolved to her satisfaction. 

  Business response

  02/14/2024

  I am unsure where to go from here, as the gutter cleaning job that we were hired to do was, in fact, finished. We removed the guards, thoroughly cleaned the gutters, and reattached what guards were still in decent enough condition to be reattached. I do apologize that one leaf guard was in your shrub upon your arrival home. However, I stand by how the debris was properly disposed of in both the rather large pothole in the driveway and by the trash bin, and how the damage to your shutter was not done by our team. Nowhere in the client's original complaint is mention of how the gutter cleaning job was incomplete. The gutters were cleaned, and guards were put back on, and that is the job that we were hired to do. Again, I apologize that the client was unhappy with our service, and I can imagine that the guard in the shrub has been removed by now, so if there is a resolution that will appease Miss ******* that falls in line with the scope of work with a gutter cleaning that was not originally performed, we will be happy to oblige. 

  Customer response

  02/15/2024

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

  
  You absolutely did NOT finish the job we agreed upon (and I paid you for) which was to clean the gutters AND the down spouts: 

  -One downspout on the right corner of the house is still clogged.  It is obvious it was not cleaned as there is standing water in the gutter above the downspout, the rain comes off in sheets on that side and the pipe that the downspout drains down into (in the planter) was covered with dirt and not even visible (my Husband cleared it).

  -In addition, the leaf guards were removed and not replaced.  

  You keep saying customer satisfaction is so important to you but it appears you are not willing to remedy this situation.  I have yet to see you at my house to even look at it and discuss with me.  
  

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

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