Complaints

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• Initial Complaint

  Date:04/19/2023

  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.

  I believe *******************************/Easy Flow Gutters mislead me with his invoice. He recognized that I was distracted and distressed because my disabled son was visibly troubled in our home. He gave an invoice, but the verbal part that I believed I heard was omitted. He knew the reason I contacted him was to repair and replace and connect my 7 downspouts. I believed he told me that for $1445 I would be ready to connect the downspouts - which he would do. Yesterday, the 17th, he demanded full payment. He said it was due 72 hours after service which was mostly completed the 14th. . they finished yesterday. I said the downspouts weren't touched .. he said I owed $1445.00 today .. I explained that I believed the verbal part about the downspouts needed to be completed before the job was done. He said it was $1445 to clean my roof and then he sent 56 text messages escalating in urgency and threatening 5% interest and reporting me to CCB and small claims court. I told him $1445 was not reasonable to clean a roof and gutters - no repairs were needed. I told him I would pay a reasonable amount for the service his employees performed. The two men worked for 5 hours total. In 28 years I have never paid more than $300 for my roof to be treated and cleaned. I truly believed he TOLD ME the price included the downspouts. I had an estimate for all of the needed work by **** Roofing for $940. I chose ******** because he seemed willing to make sure the job was done well. I want to pay him a fair amount for the work his employees did. $1445 is way beyond reasonable and his 6 phone calls and 56 text messages and 2 emails are intimidating and scaring me. No where does it say I must pay within 72 hours. I told him I needed to check with people to help me with this and for him to give me a reasonable quote for cleaning and treating a roof (about **** sq ft) and gutters. He demanded with threats that I pay in full by 5:00 yesterday. I want to pay him. I have saved all text messages. Thank you

  

  Business Response

  Date: 04/19/2023

  Estimate ****- this is the estimate ***** is referring to for $1,445 for the services of gutter cleaning, sealing of one corner, **** removal services, roof cleaning, **** treatment on her roof, **** prevention product, gutter and roof inspection for damages, and gutter and downspout replacement that is to be determined. It clearly states on the estimate that the gutter and downspout replacement labor costs are to be determined because ***** had already purchased most of the materials needed for that job. Estimate ***************************************************************************** regards to the gutter and downspout replacement she is referring to. At that time, she did not have any materials to have this service completed. After ******** provided her an estimate, she went out and bought some of the materials and tried to complete the work herself. She then contacted us in April of 2023 because she could not do it. During this email correspondence, she had also asked us to provide an estimate for roof cleaning, **** treatment/removal, and gutter cleaning. We told her that we would have to charge $80 for a re-bid (having to come out a second time) but we would remove that charge if she decided to proceed with the work. We ended up never charging her the $80 for the re-bid because she agreed to work with us. The $80 set up fee on the estimates is a standard fee that we charge for every client (price ranges depending on the job) 
  In regards to the 5% late fee and 72 hour timeline for payment- ***** is correct that she was not informed of that on the invoice for $1,445. We forgot to put it on there when we sent her the original invoice after the work was completed. It is a standard message that we attach to each invoice and in this case, we forgot. This was an error on our end and we have since removed the 5% late payment fee. 
  ***** verbally agreed over a phone conversation with ******** and his office manager to have ******** and his crew perform the roof cleaning, gutter cleaning, roof and gutter inspection for damages, **** removal, and **** treatment services and that she would pay $1,445 for it. She also confirmed in writing that she wanted to move forward with these services. The gutter and downspout replacement services are listed as TBD on the estimate and invoice because ***** wanted us to wait until her fascia boards were painted before installing the downspout. She wanted us to complete the other services first, then we would assess how much the gutter and downspout replacement labor costs would be based on the materials she already had and what we would need to provide in order to complete the job at a later date.
  The crew went to her home on April 13th to complete the job she agreed to. On Thursday April 14th, after the crew completed the work, we sent her the invoice for $1,445. 
  ***** had texted ******** on April 14th to let him know that the crew had forgotten a hose at her house. We went and picked it up on April 17th and the work that we provided on the Estimate **** had been completed at this point. It was at this time that ***** had begun texting ******** questioning the price for the services provided. She went as far as to try to extort this business by reporting us to the *** for not having the proper licenses (untrue, we are licensed, bonded, and insured through all the proper channels) ******** attempted to explain to her that she agreed to amount on the estimate for the gutter cleaning, roof cleaning, inspection, **** removal and treatment services and she needed to pay her invoice because we had already completed the services. She gave us the run-around, claiming that we were taking advantage of her and that she received other estimates from other companies for lesser amounts. We told her she should have hired them to do the work, but she did not. She hired us, knowing what we were going to charge for our services.
  After back and forth correspondence via text (she was not answering our calls) and threatening to report us to the ***, we emailed her a Final Demand Letter asking to resolve the issue and for her to pay her invoice. This letter included the 5% late fee for a total of $1,517.25 (which has since been removed after we reviewed the invoice and noticed that we did not put that message on there) The letter stated that if she did not contact us within 48 hours to resolve this matter we would proceed with taking this issue to small claims court.
  Today (April 19th) we received an email from the BBB about her complaint. ******** had called the BBB to ask some questions about how to respond. ***** showed up to the business (also a residential address because the office is run out of Jonathans home) with a check for $1,365 and a note. She still owes us $80 for the set up fee that we charge for every client. She believes that the $80 she deducted from her payment was for the re-bid which we explained we never charged her for.
  At this point, we would like to collect the remainder of our payment of $80 and to move past this issue. Please refer to the attached documents for the estimates, invoices, and other documents pertaining to this matter.
  Thank you.