Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tuesday, 10/17/2023, Hello Gutters came to inspect a leaky gutter. As a result of ****** inspection, he stated that he could fix the problem on the spot and it would not leak again. He called ***, his manager, got a quote and presented it to me, I agreed to do what was needed to stop the leak. He spent over three hours applying screws, silicone and caulk to my gutter. I paid him $176. After a few months,I noticed that the gutter was leaking again. I made the owner, *** aware of ****** shoddy work and *** never returned to rectify the problem, stating that he was swooped with work. He also said that he let ***** go due to poor workmanship and complaints from four other customers. He also told me that I would not have to pay for any damage done by *****. After not hearing from ***, on 6/6/2024 I contacted another company to access the problem. The company immediately detected the problem, gave me a quote of $919. At that point the problem was the fascia behind the gutter which had deteriorated and rotted after nine months of water entrapment due to ****** so called fix for the problem plus damage to my gutter made by ***** trying to fix the problem. If the fascia had been the initial problem, *****, from Hello ******* would have let me know before attempting to do the job. I sent *** the receipt that itemized the repairs needed to fix the problem that his shoddy worker had done and he said that he could not make that call, he would have to submit it to the owner of the company, in other words he refused to pay for the repair. I am asking Hello Gutters to pay for the replacement and repair to the fascia and replacement of the gutter caused by the poor workmanship of ***** in the amount of $919.

  Business Response

  Date: 06/21/2024

  Customer called to seal her leaking gutter in October 2023, which we sealed with silicone in November 2023. Customer called again in March 2024 about another gutter located in the back of her home. Customer was advised that all the gutters needed to be sealed. Customer complained we should have sealed them all during our previous visit four months earlier, but she only requested a 20 foot section was leaking. Customer was scheduled for another sealing, but we are backed up 5-6 weeks this time of year. Customer called and cancelled about two weeks later and said she found someone to complete the project. Customer called again in May 2024 and requested her $176 back from the Nov *************** she was going to file a complaint with the BBB. Customer said we were responsible for the rotted fascia behind the gutter, which we had sealed four months prior. We did not address rotted fascia in Nov 2023, we were there to seal her leaking gutter, which we sealed and charged the customer $176 in Nov 2023. Customer somehow believes that we are responsible for her rotted fascia, which was caused by the previous leaking gutters, which we sealed. ****** does not rot in four months, and we would argue that the leaking gutter caused the rotted fascia before we sealed the gutter. The customer should have had the gutters sealed years before when she had them installed, as there was no silicone in the gutters until we put the silicone in the gutter. But in an effort to avoid a BBB complain, we refunded the customer by hand delivering her $176, a total refund. After the customer cashed the refund check, she decided to call and attempt to extort another $919 from our company, by saying the she would give us one week or she would make a complaint to the BBB. We offered to repair the rotted wood at the true replacement cost of $392, not the overpriced estimate. Obviously, we are not going to pay her any additional funds and will at this time, withdraw our offer to replace at any amount. 

  Customer Answer

  Date: 06/25/2024

  
  

  Business Response

  Date: 06/25/2024

  22 feet of facia cost $154 to buy the wood ($29 for the wood) brand new and to install it ($125 to install) obviously $919 is ridiculous to even suggest. But at this point, were gonna opt out of doing any additional work for this customer.

• Initial Complaint

  Date:05/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 31, 2020 ************* made out a contract and estimate to do many services, the main one repairing the roof. That same day I paid for the services in full, $13,921. The roof was never successfully repaired. On September 17, 2021, after many months of communication and pleas from me the main contact wrote that their company was not qualified to do roofs. Since this was the main concern from the beginning and I was very clear about it, it seems that the money I paid should be returned.There was indoor and outdoor work that was promised and the company did some of the promised work but much of the work was destroyed by the continued water damage from the leaking roof.I did not follow up with the BBB because I did not know they helped with these things. I tried to go to a lawyer but was told that would cost $20,000 to begin. Recently I learned that I can file a Breach of Contract without a lawyer, so I am proceeding with this. The first thing to do is send a Demand Letter. The address in the internet site was used because the business address that you have and that was on our documents is an apartment house. The letter was returned. The next thing I will do is text it to the main contact, e-mail it to the Support desk at *************, and send it to the apartment address.

  Business Response

  Date: 05/17/2023

  Date of project January 31, 2020

  Project Manager: *************************

  Customer ID: ****** *************************

   

  This was a multi-phased project requiring five trips to the property.

  The last phase was to install the tin panels onto the roof in order to help divert the water, however, due to the new add-ons design, and once we discovered the new roof add-on was slanted backwards towards the house, and not draining towards the gutters, we notified the customer that we were not licensed or qualified to repair that kind of work. The roof looks flat, but truly pitches back towards the house.

  The customer informed HelloGutters that the new add-on was built by family members and without building permits. And as a result, the new add-ons roof construction was not inspected by the ************************************, which if the proper government officials had inspected the new add-on, then this issue would have never existed.

  HelloGutters completed all aspects of the agreement except the last project of placing new roof tin coverings over a four feet by eleven foot area (4x11) of the new add-on to the left of the chimney.

  We are sincerely sorry that this has happened to the customers home, but HelloGutters holds no responsibility, and we notified the customer as to what needed to be done before we could continue.

   

  End.

• Initial Complaint

  Date:05/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially I called ************* (HG) to get an quote for adjusting, repairing or improving my gutters, they said that they would need to come to the property and look at the gutters. On May 18, 2021 a HG sales person came to my house and he inspected the gutters. He said that could fix everything even an area that was dented my roofers. He indicated that they had a special machine that would make it look good as new. He asked if he could come inside and fill out paperwork - with I assumed was there estimate. He also had a presentation on his laptop for his product. He wrote down a long paragraph describing what they could do. He then began asking me about credit info I then told him in no uncertain terms that is did not want anyone to pull my credit as I had a rating well over 815. He then said this would not be a hard pull but a soft pull and would not affect anything (WRONG). He did a hard pull. He said this was to see if we could afford the work. I think it was more of a ploy to she how much they could charge. Then he showed me what I thought was a quote if we wanted the work done. Upone review I told him that this would NOT happen as it was 5 times what the new gutters cost to to be installed a few years ago. I told him that I would not do this and that before I would do something at any cost I would need to talk it over with my wife and look at other options as we were selling the house.About a week pater I received a text from ********** that an account had been opened and a charge was made. At that same time my daughter called and said that some man was on the roof walking around doing "something", I immediately drove to the house. I found a very old beat up truck and two men there. One was on the roof and the other was under some ****** in front. Later he was vomiting under bushes between my yard and the neighbor. I told them to stop and remove what ever they installed. They just left, I told them that I didn't approve any work to be done more to story.

  Business Response

  Date: 05/17/2023

  This is in response to ***************** complaint.

  On May 18, 2021, Angies List contacted ************ in regards to providing gutter guards to *********************, located at ********************************************************************

  HelloGutters sent an estimator to measure the gutters and provide a cost based on the current cost per linier foot. HelloGutters maintains five different gutter guards, ranging in price from $12 to $38 per foot installed.

  ************** chose LeafSolution Extreme to be installed on his home, which is the most expensive all aluminum gutter guard with surgical-grade mesh. The sale was processed on a HelloGutters device, and the Terms and Conditions were accepted later that day on a device owned by **************, and where the ** address is recorded by ************** for security purposes, which prevents unauthorized individuals from accepting the Terms and Conditions on the customers behalf and leaves a trace back to the device and time the terms were accepted. ************** will provide those details.

  ************** would have to open the email from **************, which was emailed to ******************** and ************** would have to click three spots in order to accept the terms.

  ************** also selected the 72 months payoff option. ************** takes measures to ensure the customer understands what the customer is signing, by acknowledging in several places and accepting the terms on their own personal device. HelloGutters also ensures the customer knows what is being installed and all installation are confirmed via telephone the day before the install is scheduled. In addition, we announce ourselves as we did on May 25, 2023, at approximately **** hours. The female occupant identified herself as Mr. ****** daughter, and that she was expecting **, and that we were clear to get started.  ************** lives less than ten minutes away at his primary residence, and his daughter lives at the residence in question (this is to the best of HelloGutters ********** ******** worked repairing Mr. ****** gutter system, which was not in good condition, and installing the LeafSolution Gutter Protection. ******** worked from 9:00 a.m. to approximately 1:30 p.m., at that time ************** came by and instructed the crew to stop.

  The estimator that provided the cost to **************, worked for HelloGutters from October 2019 to November 2021. During that time, he personally submitted over $400,000 to ************** for financing for more than 100 customers, of which no issues of the nature have ever been noted, except with ***************  As claimed by **************, HelloGutters never reopened ************** ************** account, as it was never closed. ************** filed a dispute with ************** in April 2022, about a year later. (See attached)

  ** addition, in order for ************** to open a HelloGutters account with **************, he would have to provide the estimator his; 1) his full name, 2) a copy of his drivers license, 3) a current bankcard, 4) He would also have to provide his social security number, 5) his date of birth, 6) and his monthly income. No body would provide those details for a simple repair estimate.  HelloGutters has no estimate forms for the homeowner to sign. Only a contract agreement (signed by **************) specifying exactly what work is to be performed, and the date we expect to complete the work. (See attached)

  HelloGutters would never, and has never, abandoned materials at a homeowners residence, as claimed by ***************
  

  End.

   

  ***************** Dispute

  March 28, 2022

  The following records will show that ***************** knowingly and willfully executed a contract with HelloGutters on May 18, 2021, for an amount of $9,546.00 USD, and to be financed with ************** for a term of 72 months same-as-cash financing.  The application was processed on a HelloGutters device on May 18, 2021, at the residence of ******************The contract was reviewed and personally signed by **************, and on the same day, ************** accepted the Terms and Condition of the financing.

  The installation was scheduled for May 25, 2021, at 9:00AM start time. ******** arrived on time and worked most of the morning installing the screens. We installed 247 feet of the 253 feet ordered, and ************** asked ** to stop the installation and leave. We complied and stopped and ************** called and indicated that he had changed his mind and did not want the screens any longer. This requests came after the installation and the screens cannot be removed and reused. The salesperson that ************** called to cancel, has no authorization to cancel contracts that have been executed and the installations are underway.

  If ************** would have cancelled within the 72 hours timeslot allocated by the signed contract (attached) then we would have cancelled without issue, but he waited in a way that would suggest unethical behavior.

  The uninstalled materials were left with **************, which he said his children would finish the installation if we would agree to abandon the screens, which we are not willing to do.

  End.