Response from Gutter & Roof Solutions NW
Dear Mr. & Mrs. [Removed Member Name], I am truly sorry that your experience with Gutter Solutions NW has been poor. I never wish for my customers to have a poor experience with my company. I would like to lay out the facts as I see them from my records. I understand that you spun the wheel at one of our Home shows and won “free gutters with the purchase of one of our gutter protection products”. My understanding of the gutter issue is that the salesman that presented our product to you recommended that you not replace your gutters as they were in great shape and that you use the “free gutters” for a discount on your total sale. He discounted you $400 off of your total purchase. Regardless, on October 2nd, 2015 you signed a contract with our company to install 138’ of Gutter Dome gutter protection. On October 28th, 2015, my installation manager and crew showed up at your residence to install the product. At no time did you mention your issue with the gutter discount with them. My crew installed your product in one business day. On November 2nd, 2015, my installation manager scheduled you for a service call after realizing that the crew had failed to leave you with a pole & brush and to address excessive dripping of your gutters. The crew arrived onsite on November 20th, 2015 to address the issues. It is important to note that when addressing excessive dripping, that we must look first at the valleys of the home to ensure that there is not excessive debris interfering with the flow of water and that the channels of the product are properly caulked to prevent the flow of water through these escape points. The crew got up onto the roof and cleaned the excessive debris out of the valleys of the home and took pictures to show the installation manager the state of the valley gutter protection. Your notes on the service call sheet indicated that this was not acceptable. Over the next month, my installation manager scheduled two additional service calls and personally visited with you about the results of those calls. It was at that final visit that he discovered that you were not satisfied with the free gutter discount previously given to you in the base contract and authorized an additional payment of $290 that was immediately paid to you in the form of a check. That made for a total of $690 for 138’ of 5” gutters or $5 a foot. This is more then fair when pricing any new gutter product. Additionally, he explained to you the term “tiger stripping” and the fact that any gutter protection product has a very small amount of dripping. This is due to the front lip of the product that is made of metal or aluminum. That small metal lip is used to secure the product to your gutter in order to prevent it from being blown off in high winds. Unfortunately, that small lip is in fact forward of the mesh designed to “catch” the water flowing off of your roof. The cost trade-off is occasional drips of water caused by rain hitting that small strip of metal and moving away from your home. I know he has explained all of this to you, but it is important for me to restate what has been said. I strive to satisfy all of my customers and meet my obligations. However, I also have a moral obligation to my employees. My company maintains solid paperwork with accompanying pictures when necessary to record the story of an install. In this case I feel my employees have performed their work in an acceptable way. However, if you wish to discuss this matter with me in person, I am always available to my customers. Sincerely, Bill