Houston gutter company solves consumer’s complaint

Houston gutter company solves consumer’s complaint

Member complaint

I hired The Gutter Man of Houston to install gutters along my roof to keep rainwater from splashing over. During the initial visit, the worker charged a $100 ladder-use fee before he would go up to the third floor. The charge wasn’t disclosed in their materials and wasn’t applied against the bill. He told me it would cost $1,000 to fix, and we scheduled a repair date.

Gutter Man came out twice to do the work, and the second time, the worker said water could still splash over the gutter. If it did, he said he would come back to correct the problem.

After consulting with his boss, the worker said the only solution was to replace the newly installed gutter with a longer one — at an additional cost. Or, he said I could hire a roofer to install additional flashing.

I now have the same problem I had all along, with the addition of stress and frustration from dealing with them three separate times.

I want the gutter replaced with one that actually corrects the problem at no additional cost.

Lisa Harrison, Houston

Provider response

We give free estimates all day, every day. An evaluation costs money because a service is performed. This member requested an evaluation of her system for a three-story home. We informed her of the charge upfront and reconfirmed on the day of service. We found rotten wood and a flashing issue with the roof.

At a later date, we sold the member a gutter installation job.

After the job, the member called and said she was getting overflow after a heavy rain. We sent the original installer crew back out to correct the issue at no charge. The member said it wasn’t draining properly, but after checking the system with a level, it showed the direction of the flow was perfect. The member then explained that on the last heavy rain, the water was coming over the front of the house, and not the side where we installed gutters.

The member’s problem isn’t a warranty service issue. The solution is to add a gutter along the front of the house and connect it to the gutter along the side. There is no need to remove the existing gutter, but we will need to reslope it a bit.

This is a separate order. We did everything per the contract. Now, it’s clear that the flat roof projects the water on a heavy rain to the front where there is no gutter. We weren’t given that information.

Jeff Lambert, marketing and sales manager

Status

Resolved

Editor’s note: The service provider agreed to install the new gutter for free if the member purchased it.

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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