Complaints
This profile includes complaints for The Gutter Boys's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/12/2025
Type: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.
The gutter boys installed faulty gutter guards on my home. After months of trying to resolve the issues they ultimately removed the gutter guards and were to provide a full refund. It has been months and after many attempts, no refund of my approximately $3500 has been returned. I have called approximately five times in the last two weeks and received no return calls or follow up.
Business Response
Date: 02/13/2025
Installation on 9/23/22
first service call 6/15/23 debris build up on inside corners cleaned and made some small adjustments to alleviate water on inside corners
second service call 8/22/23 Similar issue with inside corners on back of house minor overflow nothing unusual for inside corners.
third service 9/29/23 call customer requested guards be removed Customer service reps communicated contract language of no refund and we removed guards
1/12/25 customer requested refund for installation. Operations manager sent an email communicating contract language:"additional terms 3.1 Refunds and Returns (***PLEASE READ CAREFULLY***) a. 50% down payments submitted to the Service Provider to secure product and material are non-refundable. b. Product and installation fees are NOT refundable. c. The Service Provider is liable only for the quality of installation and workmanship and is specifically not liable in any way for the following: i. issues related to dissatisfaction of the product and/or product performance including those items covered and those not covered by the product warranty ii. issues related to water flow: Although the gutter guard products are designed to allow maximal water flow into the gutter, they do install over the existing gutter and thereby reduce the amount of water that could otherwise flow freely into the gutter. The original design and construction of your home may have resulted in the creation of roof valleys. Gutters with or without gutter guards may not adequately manage all of the water displaced at the valley ends. It is likely that some water will escape the gutter near the valley ends. iii. issues related to the build-up of debris on top of the gutter guards iv. issues related to ice build-up and ice damming GUTTER GUARDS WILL NOT ELIMINATE OR HELP ELIMINATE ICE FORMATION OR ICICLES AT YOUR EAVES. Ice formation is mostly caused by factors not related to your gutter system. IT IS NORMAL TO SEE ISICLES ON THE OUTSIDE OF GUTTER GUARDS. THIS CONDITION CAN BE SEVERE IN SITUATIONS WHERE THERE IS EXCESSIVE SNOW FALL OR HEAT LOSS FROM YOUR ROOF. We make no representation regarding the elimination or prevention of ice formation with the installation of gutter guards. v. issues related to ‘Acts of God’ (weather, fire, physical damage, etc.). d. The signing of this document and/or the remittance of a down payment indicates acceptance of these additional terms."
Customer Answer
Date: 02/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The product they installed was completely faulty and never worked. I would like a full refund of all my money.
Regards,
**** ******
Business Response
Date: 02/14/2025
We stand by our response.Initial Complaint
Date:08/25/2024
Type: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.
I called GutterBoys to clean my gutters, downspouts and blow my roof. August 20, 2024 the technician came to clean the gutters and downspouts which were not cleaned completely I called to let the company know this, they sent me photos of my gutters not the downspouts. The technician returned to my home August 22, 2024 to clean some of debris he left behind on August 20, 2024 not cleaning my downspouts I paid $119.00 + $9.52= $128.52 on August 24,2024 total payment I’m asking for a total refund because my downspouts were not cleaned, when it rain on Sunday, August 25,2024 my gutters were overflowing with rain because my downspouts weren’t cleaned as stated when I ordered the service from Gutterboys I’m hoping you can help me without going to small claims court . Thank You, ****** ****** **************** ************Business Response
Date: 08/26/2024
There was a mix up. Derek, our customer service manager set up a return visit to make sure the downspouts cleaned. We stand behind our service and are sorry for the mix up.
Initial Complaint
Date:11/12/2023
Type: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.
I had contracted The Gutter Boys to install new gutters, facia wood, facia wrap for my entire home. They were also supposed to repair/replace any damaged soffit boards & extend or trim rafter tails if needed. They were supposed to start the job on 6/14/23, they cancelled & rescheduled for the next day, 6/15/23 & were a no call no show. They showed up on 6/16/23 and worked for ~6 hours & left the job with our old gutters & 3/4 of the homes fascia wood off leaving our attic exposed to the elements & the possibility of wildlife to enter our home for the entire weekend. It shouldn’t have ever been left that way. Over the weekend I noticed that fascia wood was not repaired & had contacted the company. Their response was that Joey said that he wasn’t capable of doing so, even though they advertise this is a job that they preform & it was discussed with the sales rep upon agreement/written into my contact. I also mentioned that many of the new gutters had dark scuff marks on them & you could see light coming from into between them & the fascia. They returned on 6/19/23, worked all day & said that the job was complete. We noticed even more issues, called and crews were sent out 6 other times to fix all the problems. There were many imperfections such as little pieces cut and stuck in place (that actually blew off on a windy day) to hide bad workmanship. Customer service rep, John was sent out to fix problems. He told me multiple times that the whole job should be redone. The last time they were scheduled to come out was on 8/8/23 & they were once again a no call no show. This company has ignored my calls, complaints & has refused to fix these issues. I have attempted to contact numerous times since & no one contacts me back. Due to this I had to contract someone else to fix the work so that the project was completed. They continue to send bills for the remainder balance due of $3,500 when they never showed up to finish the job like they told me they would.Business Response
Date: 11/15/2023
The gutter boys were contracted to replace the gutters, fascia board and facial wrap. We were never contracted to replace or repair soffit or trim rafter tails, which was explained by the salesman that we would not be able to handle that part of the work due to the overall condition of the home. We completed everything as contracted. After the fact, the customer had issues unrelated to the gutter installation such as lack of drip edge and shingles that were installed incorrectly and we're too short. This led to water getting behind the gutters. The customer also had some aesthetic issues with some of the work, so we agreed to return to fix those issues. When something was fixed, he approved it. The customer found other issues after that. We returned to fix those issues only to find the customer saying our previous fix was not good after approving it. Our customer service Rep has made several attempts to schedule a return visit within our hours of operation and the customer would not agree to a reasonable date and time to return. The customer's main complaint was that we did not repair his soffit. At this point we are looking for 50% of the remaining balance and we will close the case.Initial Complaint
Date:07/11/2022
Type: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 November 12, 2021 the gutter boys team performed a gutter cleaning at my residence. TGB crew then proceeded to drive across my front yard not once but twice leaving many sets of large ruts through yard (pics attached). I immediately called the crew leader who fully admitted he did that which I give him credit for being honest, but does not help with the damage he caused. I then spoke to multiple supervisors and they all readily agreed that they damaged my yard. TGB then sent out *** a supervisor from a sister company pristine clean to verify the damage. *** reported back to the TGB and then the gutter boys management agreed to to correct the damage their driver caused by providing me topsoil to fill the ruts in. Both parties agreed the grass would not grow in winter and agreed in spring topsoil would be delivered. I have the email to corroborate this from Derek westerfield fromTGB and will attach it as well. Once spring came I tried to reach out to TGB for my topsoil and cannot even get a call back. I have left multiple messages and emailed Derek Westerfield back directly to receive absolutely zero response. Here it is July 11, 2022 and the gutter boys have still not made right by their mistake like they AGREED to.Business Response
Date: 07/12/2022
We will reach out to the customer to get this resolved.Initial Complaint
Date:07/01/2022
Type:Status:ResolvedMore 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.
We had our gutters replaced the workers damaged our window well cover spilled a huge pile of screws on the ground and in a bush along with pieces parts of the gutter guards multiple phone calls have been placed to the company emails have been placed no responses except one phone call which was a voice message asking for pictures to be sent to an email which we provided with no responses this job has cost us over $5, 000 including an additional $200 for something that was on an estimate and they have overcharged my mother that as well we are asking for full replacement of the exact type of window well cover and an apology for the non-communication and for the inconsistence see to resolve thisBusiness Response
Date: 07/05/2022
We have been in communication with the customer and will work to resolve the issue to their satisfaction. A supervisor is following up now.
Customer Answer
Date: 07/06/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
The company sent an email. Stated they gave ordered a replacement windows well cover and will contact me when it's in to arrange for delivery.
Regards,
******** ********** ********
Initial Complaint
Date:05/25/2022
Type:Status:ResolvedMore 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.
I called and got a quote from Gutter Boys back on 4/26 and ultimately agreed to the said quote of $149 for a gutter cleaning and was told it would happen between 5/3 and 5/13/22 due to scheduling and pending weather. I heard nothing and nobody came so I called on 5/16 and was told due to weather my cleaning was delayed, but they should be out in the next couple days. The guy who "cleaned" my gutters arrived at noon on 5/19/22 and was finished by 12:34pm according to my cameras. He pulled up in a beat up rusted truck that had no markings on it, didnt even know he worked for Gutter Boys until he started to go on the roof. I watched him on the camera set up his ladder on my house and go up with an empty 5 gallon bucket and he was up there for a grand total of 8 minutes and left a pile of debris from the roof gutters in my front yard that he did not clean up. He then went to the back and cleaned my garage gutters and filled up one garbage bag full of debris and left it on the ground next to my garage untied. I went outside as he was finishing the garage gutters and I noticed that the ground wasn't wet around my downspouts, so I asked him if he flushed my gutters with water. He said, "he likes to use a bucket of water because it does a better job and saves water". Well he lied to me because he never filled his bucket up. The only water he used was to rinse his bucket out before he left. He also told me he would leave the bill in the door, which he never did. From start to finish he was here about 35 minutes. I thought something was off so I checked my downspouts and they all still had chunks of debris in them and were never flushed, in fact none of my gutters were flushed and cleaned with water as advertised. I have called multiple times and left messages, facebook messaged, and emailed to try and resolve this issue. I have received generic responses mostly or none at all. They do not answer calls or return them and they do not respond to messages.Business Response
Date: 05/26/2022
I am sorry for this experience. It does not typify what a TGB job should be like. I will get someone in contact with you ASAP to finish the job.
regards,
***
Customer Answer
Date: 05/26/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
******* *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.