Response from Absolute Aluminum Inc
In speaking with the member by phone, it's hard to imagine how someone could give the grades he posted based on the conversation we had. the member indicated had a lanai room off the back of the house he had purchased with roll formed gutter that was leaking at the seam. He had no idea who had installed it or how old the room was but there was significant mildew at the seam indicated the seam had been leaking for a while. the member had purchased a "deal from Angie's List" getting $200 in gutter repair for $111. This work is done through our Service Department and during "Snow Bird" season (Nov-Apr), we are 8 weeks out on non-emergency service work (i.e. re-screens, new fasteners, gutter repair, etc.) since the demand to get things fixed prior to going back up north is magnified. In my conversation with the member, he didn't like the fact it took almost 8 weeks to get his gutter repair request finished. Although we had given him a rough idea of timetable in the initial conversations, in the end was unhappy with that. Secondly, fixing existing gutter leaks in old gutter (especially in seams of older rolled form gutter) is more or less a temporary fix at best. The best we can do is clean out the area and apply the best sealing agents available in the market. However, even when applied pefectly, it will eventually leak again. the memeber also had us do some minor work on a couple of downspouts and that was it. So he wasn't happy with is Angie's List Deal, the price, our professionalism, our quality "D's" across the board? Although we gave him an idea of the expected time frame in advance, he still gave us a failing grade on responseness for a gutter seam leak that had been there for years. In my conversation with the member, I told him that we were going to refund the $111 he paid through Angie's List. Initially he said I didn't have to do that but I insisted and will be mailing the entire amount back to him. I may not agree with the grades given out by the member, our company's reputation is worth far more than the money.