Complaints

This profile includes complaints for Gutter Guards America, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gutter Guards America, LLC

  5900 Sawmill Rd Ste 220 Dublin, OH 43017-3539

  
• 

  Gutter Guards America, LLC

  10616 Bailey Rd STE F Cornelius, NC 28031

  
• 

  Gutter Guards America

  205 Fulton Ct Peachtree Cty, GA 30269

  
• 

  Gutter Guards America, LLC

  34 Boland Ct Greenville, SC 29615

• 

  Gutter Guards America, LLC.

  11260 Cornell Park Dr Ste 700 Blue Ash, OH 45242

  

The 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:12/18/2024

  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 had the gutter guards installed in Feb 2022. I voiced my concerns at the time of sale on their proposed performance. I was ensured my concerns wouldn't be a problem and that there was a money back guarantee. About every time it rains, there is a large amount of water going over the guards and washing out areas around my property foundation (totally defeating gutters purpose). The current situation is worse than before the guards were installed. Back when they were installed, I have contacted the local installer multiple times and there have been multiple attempts to resolve the issues.I recently had my house painted and looking to replace the gutters to match the house coloring scheme. This led me to investigate what might be causing the issue in a couple specific locations that were particularly bad. I found out that my gutters are 5" and the guards installed are 6", so the guards don't actually lay across the top of the gutters. They are sloped (parallel to the shingles) which in heavy rains, the water just goes over the guards and washes along the side of the house foundation.

  

  Business Response

  Date: 12/20/2024

  Thank you for bringing your concerns to our attention. We are very sorry for any inconvenience you have had and appreciate the opportunity to address this matter.

  Our team has scheduled an inspection at your property for Monday (December 23, 2024) afternoon. During this visit, we will thoroughly assess the situation, including the installation of the gutter guards and the water overflow issue you described. Our goal is to identify the cause of the problem and determine the best solution to resolve it.

  We are committed to standing behind our products and ensuring your complete satisfaction. Thank you for your patience as we work to address this matter. If you have any further questions or concerns before our visit, please dont hesitate to contact us at ************ or ************************************************************.

  We look forward to resolving this issue promptly.

  Customer Answer

  Date: 12/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 
  The scheduled appointment for Monday, December 23 was canceled by vendor and awaiting follow up apt to resolve issue.

  Regards,
  
  *********** ******

  

  Business Response

  Date: 12/26/2024

  We apologize for missing the site visit on December 23rd due to our representative's illness. The visit has been rescheduled to January 2nd. Thank you for your understanding, and please let us know if you have any questions before then.

  Customer Answer

  Date: 01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 

  I wish to keep the complaint open until a resolution is achieved. It has been indicated that the product installed may not have been correct for application; therefore, it is believed that the current gutter guards installed will not be able to meet my satisfaction. A mutually agreed resolution has not been agreed too as of today. 

  Regards,
  
  *********** ******

  Customer Answer

  Date: 01/03/2025

  In reference to complaint 22704631 Gutter Guards America, LLC did not perform a service call on 1/2/2025; however, they did perform a service call today 1/3/2025. I was informed the product installed will not work (never should have been installed) for my application. They have proposed replacing the gutters and exisiting guards. I am awaiting their proposal. 

  Customer Answer

  Date: 01/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 

  The proposed solution is for me to spend another $6,545.60 to replace all my gutters and new guards for a product that should not have been installed in the first place due to size of current gutters and slope of roof.

  Regards,
  
  *********** ******

  

  Business Response

  Date: 01/16/2025

  After the original installation in early 2022, we completed two service requests shortly after. After these two service requests, our records indicate no direct communication to the company from the customer regarding any concerns with the installation, and we have not received any further communication since.

  However, upon receiving this notice, we conducted a thorough review with a new service request where we completed a comprehensive on-site inspection. Our assessment confirmed that the current installation consists of 5" gutter guards properly fitted to 5" gutters, all installed to manufacturer specifications. During our service visit, we discussed the customer's ongoing home improvements and their specific interest in upgrading to 6" black gutters to complement their renovation plans. We have prepared a detailed proposal for an enhanced gutter system that would incorporate these requested specifications.

  To demonstrate our commitment to customer satisfaction, we have included all available discounts in our proposal to ensure the most competitive pricing possible for the new 6" gutter and 6" gutter guard system. We remain dedicated to working with the customer to achieve their desired outcome while maintaining our high standards of service and installation.

  Customer Answer

  Date: 01/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22704631
  
  I am rejecting this response because: 
  

  The gutter guards were installed in Feb 2022. At the time of sale I verbally voiced concern to the salesperson that given the limited amount of surface area on the guards for them to accept water, high slope of roof, and rain fail rates that the guards might not be able to ensure water was captured by the gutters. I was reassured at the time of sale that there was a money back guarantee for the guards and if not satisfied they would be refunded. There was no mention at the time of sale about the fact we have 5" gutters installed on the house.
  
  Shortly after the guards were installed there were issues with water going over the guards and gutters, and then washing out around the house foundation. The first service call was in regards to the shingles being too long and covering a majority of guard screening. The service entailed trimming the shingles to proper length. The second service trip entailed installing deflectors at a couple of the corners that were especially bad with water running over the gutters even after the shingles had been trimmed. After the second service trip, I was in direct communication with the regional production manager (*******) via text messages (I no longer have records of these conversations due to a technology failure). When I was not getting responses from *******, I sent multiple emails to *********************************** I never received any responses back.
  
  Given other priorities, this issue was put on the back burner. I reached out via email again in July 2024 and received no response. Last year after the rains caused by hurricane ******, the issue with water going over the gutter guards was brought back to our immediate attention. After my multiple attempts of reaching out to my previous contacts with Gutter Guards of America, at the above email, and receiving no responses. I decided to attempt to resolve the issue through BBB. Shortly after sending the complaint, I was contacted by the new production manager, *****. ***** came to my house and stated that with the roof slope and having 5" gutters, there would be issues with capturing rain, even without the current guards installed. I took these statements to mean that the guards should have never been installed in the first place.
  
  After a recent project on the house, we decided we wanted to consider swapping our gutters to a different color; but, we needed to first address the outstanding current gutter guard issue first. During this most recent service visit, it was stated that if we were going to switch gutters to a different color, they needed to be increased to 6" size. I request quotes for replacing the gutters and guards. I reached out to multiple other local contractors that I have used in the past to get comparison quotes. The quote I received from Gutter Guards of America was over $2,000.00 more than the next closest quote that I received. I believe the materials and products to be of similar quality. Turning the original $4,140 Gutter Guards project into a $10,000+ Gutter Guards project to fix a product that I feel should have never been sold or lived up to its Money Back Guarantee in the first place.
  
  I am still very unsatisfied with this product's performance and disappointed with the company's reluctance to stand by the "No Clog Money Back Guarantee." A clog by definition is an impediment for water being able to enter the gutters. Water rolling off rather than permeating the guard would constitute a clog by definition. My desired resolution would be at a minimum of a partial refund of the original $4,140 purchase price and I will take that money to get a product that will work for my house. 
  
  Regards,
  
  *********** ******

  

  Business Response

  Date: 01/28/2025

  We have carefully reviewed the situation, including meeting with the homeowner and inspecting the installation. Our warranty specifically covers debris buildup inside the gutters causing overflow. Upon inspection and based on the comments presented by the homeowner, we found no such buildup,meaning the warranty claim does not apply in this case. For reference, the warranty states: "Valor gutter guards will never allow your gutters to clog or overflow due to debris accumulation in the interior of your gutters when correctly fitted and installed." The complete warranty document is attached and available at *****************************************************.

  Regarding the performance concerns, we have provided a quote for an upgraded system with 6 gutters and matching gutter guards. We are happy to discuss options to help make this solution more budget-friendly, and we would like to understand the other pricing estimates the customer received. To best address these concerns, we encourage the homeowner to contact our customer service team directly at ************, as listed on the contract. This will ensure proper routing to our management team who can provide the most appropriate assistance.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  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.

  Fascia board blew off our home at the end of September 2024. Two pieces equaling 20’ were too mangled to place back on the area. Upon inspection of the fascia panels, they weren’t secured properly from installation in November 2023. Further inspection of other fascia panels installed reflect nails already popping out, not enough nails in other areas which will lead to future problems if left unsecured. We contacted Gutter Guards of America, LLC on September 30, 2024 to inform them of the problem. We were told someone would return our call. Several days passed and no response from the company. Several more calls were made by us over a period of a month. We finally received a call from a supervisor named *****. Sent pictures of the fascia pieces to his phone. Still no word on when the fascia will be fixed. ***** finally called and informed us someone would be at our house October 14. Repairman showed up with no new fascia and informed us he was told to use old fascia. He took one look at the old fascia and told us it couldn’t be used. He proceeded to walk around the home to check on the other areas where new fascia was installed and discovered areas where nails were coming out and areas where fascia is already separating from the home. He was not a current employee of the company, he was an old employee but was contacted by ***** to help them fix our situation quickly since it had been several weeks already. However he couldn’t as he was misinformed about what needed to be fixed. He informed us he would send an email to ***** with his discovery to ensure the company understands all the issues he recognized. It is now November 13, 2024 and we still have no resolution to the problem. Our house fascia boards are exposed to the weather not to mention the other areas where the workmanship was not properly installed. We were informed ***** no longer works there and have been given a ***** who is supposedly working our issue. I’ve called and left messages to no avail.

  

  Business Response

  Date: 11/18/2024

  We sincerely apologize for the inconvenience and frustration you’ve experienced regarding the fascia board installation. Your feedback is very important to us, and we truly regret the delays and communication issues that have occurred.
  
  After reviewing your complaint, we acknowledge the multiple attempts you made to reach us and the challenges you faced in getting this issue resolved. We are truly sorry for not meeting your expectations and for the lapse in our service.
  
  To address this matter promptly, we have scheduled a visit to your home on November 26, 2024. During this visit, our team will thoroughly inspect and address all the concerns you’ve raised, including the improperly secured fascia and any other issues that need attention. Our goal is to ensure that the repairs are completed to the highest standard and to your satisfaction. Please know that we are taking this matter very seriously, and we are committed to making things right for you.
  
  If you have any additional questions or concerns before our scheduled visit, please do not hesitate to contact us directly at ###-###-####. We appreciate your patience and the opportunity to resolve this issue for you.
  
  Thank you for allowing us the chance to correct this situation.

  Customer Answer

  Date: 11/27/2024

  The response from the business states they will repair on November 26, however after waiting most of the morning for the repairman I called the business and was told ***** would call back. Previously I contacted them to tell them all future calls should be on the phone ending in **** but they didn’t either notate this or read notes as they continued to call the other number to which my husband was out of the country in ********. The repairman showed up November 27, and repaired the fascia as needed. I suggest the business have better communication and read all the notes before making assumptions after all this took too long for resolution and could have been avoided with communication on the company’s behalf. The repair took approximately 30-45 minutes. Sad it took so much effort and frustration to accomplish that. 

• Initial Complaint

  Date:10/07/2024

  Type:Order 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.

  The gutters are clogged and company will not return my phone calls or send someone out to fix the issue.

  

  Business Response

  Date: 10/11/2024

  On October 11,the local production manager went out to the customers home to review and remedy the situation. At this service call, the customer was home and was content with the work completed. Should anything else be needed regarding this request,please dont hesitate to call our customer service line at **************. Thank you.

• Initial Complaint

  Date:09/18/2024

  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.

  This summer, we decided we needed to replace our gutters and gutter covers. After receiving several estimates, we set a budget of $3,000 and solicited quotes. After meeting with several contractors, we selected Gutter Guard, a national company with offices in ********** and **********They were scheduled to do the work on 9/3/24. They were unable to perform and did not show up on 9/4 but did arrive on 9/5. The crew did seem to be professional and good.When I checked on the roof as they were packing up, I noted that, while we had new gutters, there were no guards installed. I asked him to check with his supervisor while I called the *** I was then told that, while the guards were on the original quote, they could not install them at the quoted price. They offered to do roughly 1/2 of the gutter covers if I would pay them an additional $400 over their original quote. Since they had me over a barrel, I agreed even though I made it very clear this was their mistake and I felt they were taking advantage of the situation and elderly consumers.They were scheduled to install the covers on 9/13. They didn't show up and said they were waiting to receive more material. I have received no further word from them As national company, I would hope that Gutter Guard of America would want to make good on their contracts.

  

  Business Response

  Date: 09/23/2024

  On August 27, 2024, Gutter Guards America signed into contract with the customer for the installation of 5 and 6 **********************. The scope of work includes gutter installation only and does not include the installation of gutter guards. A copy of the agreement is attached.
  
  Gutter Guards America executed the contract completely on September 5, 2024.
  
  Since the BBB complaint was received, the company has been in communication with the customer regarding their request and proposal for additional work, as the installation of gutter guards was not included in the original agreement. As of the morning of September 23, 2024, the customer has declined to agree to an additional contract for the additional work of gutter guard installation. A copy of that communication is attached.
  
  With this, Gutter Guards America is unable to provide additional services of installing gutter guards as that was not included in the original agreed contract which was carried out on September 5, and the customer is not wanting to proceed with additional work to install gutter guards as of September 23.

  Customer Answer

  Date: 09/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22305163
  
  I am rejecting this response because: It would appear from their response, that this company has no intention of listening to, or resolving this complaint. 

  To briefly summarize: I met with a salesman from Gutter Guard named ***** ******. I explained that I wanted to replace all my old, damaged gutters along with the covers. I told him that my budget was $3,000 for the whole project and that I already had several quotes close to this figure. He did not give me written contract although he did email me the summary as well as information on their gutter guards. I then gave him the ok to proceed.

  It was only after they had finished their installation that I noticed no guards had been installed. When I pointed this out, I was offered an additional contract for the guards and roughly $500 off the original quote. During this process, I received several calls from individuals purportedly with Gutter Guard management. However, none ever left a last name and the seem to be form different locations throughout the country. I finally told them that I would only communicate in writing. At this point, they stopped all communication.

  It is apparent that either they, or I, were deceived by their salesman. I have signed a contract with one of their competitors. I even gave them one last chance to match the quote. 

  At this point, I cannot recommend this organization. They have a good product but a lousy sales and service organization.  
  
  Regards,
  , 
  ******** ****

• Initial Complaint

  Date:06/30/2024

  Type:Product Issues
  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.

  Date of transaction: Thursday, September 7th 2023 Amount of money paid: $2,537.00 Business committed to: clean gutters and downspouts, realign gutters, install reinforcement, install ***** gutter guards, provide manufacturer's no clog money back guarantee, lifetime transferable warranty. Nature of dispute: the ***** Gutter guards were improperly installed, gutters were not realigned, reinforcements were not installed. I notified the Company and they sent another installer to correct the issues. The second installer just screwed in extra mesh over the gaps the first installer left. The gutters have repeatedly clogged. I have sent photos and video of water pouring over the gutters to the company. They are refusing to honor the "manufacturer's no clog money back guarantee" on the sales agreement I signed before they installed the gutter guards. They say "the money back guarantee is only received when the gutter clogs on the inside and not from above the guard" and "the warranty document that was emailed to you when the job was closed out." They're saying the paperwork they emailed me after taking my money states they do not warranty the product they install from clogging; they only warranty the gutters underneath the guards from clogging. This is very misleading because the text on the sales agreement (photo of agreement attached) I signed before giving them my money says "manufacturer's no clog money back guarantee." How can they provide a manufacturer's warranty on gutters they didn't manufacturer underneath a gutter guard they did manufacturer? I want Gutter Guards America to honor the no clog money back guarantee that's clearly and simply stated on the sales agreement I signed (photo of agreement attached). The company wants me to let them come back and fix the gutters again (screenshot of text attached). As stated above, I have already given them that opportunity once and the second installer just screwed in extra mesh over the gaps the first installer left.

  

  Business Response

  Date: 07/03/2024

  The gutter guards installed by Gutter Guards America do include a manufacturer’s no clog money back guarantee for the gutters. According to the warranty, “***** gutter guards will never allow your gutters to clog or overflow due to debris accumulation in the interior of your gutters”. The gutters are not clogged, but rather it is debris buildup that the customer is experiencing on their gutter guards. The warranty does not include “Mold or mildew accumulation” on the gutter guards nor does it include “Mesh clogging due to tree sap, paint, tar, leaching roof oils, bird or insect droppings, or other organic accumulations” which is what is being experienced here.

  The money back no clog guarantee is not applicable in this case as the issue that the customer is experiencing is not related to the gutters clogging. Additionally, per the warranty, “Homeowner maintenance may be needed from time to time to remove debris off of troubled areas, and we recommend occasional homeowner maintenance of the gutter guard for those areas”. A copy of the warranty is attached and is also publicly available online at *************************************** 

  Gutter Guards America had previously offered to remove the gutter guards currently on the home and replace them with new gutter guards to correct any concerns with gaps or installation. However, those requests to the homeowner were not responded to. Gutter Guards America is still offering this resolution for the customer to replace the current gutter guards with new gutter guards.

  Customer Answer

  Date: 07/08/2024

  The offer to "replace the current gutter guards with new gutter guards" will not correct the problem. I have given them that opportunity twice and the problem persists. Even with two attempts, they did not perform all the services promised in the contract I signed before installation. Their actions up to this point have given me no reason to believe they will, or even can, provide those services in a professional manner.

  Services promised:
  1. Professionally clean out existing gutters and downspouts. 2. Seal gutter seams, end caps, corners, and downspout outlets. 3. Realign gutters where needed. 4. Install hidden brackets in gutters for reinforcement where needed. 5. Install ***** Gutter Guards on your home. 6. Give you a manufacturer's no clog money back guarantee. 7. Give you a lifetime transferable warranty.

  
  Guitar Guards America's unwillingness or inability to provide these services is evidenced by their refusal to honor their no clog money back guarantee as well as the photos provided in my initial complaint showing water flowing over the edge of the gutters and the outer edge of the gutters pitched upward. The "manufacturer's no clog money back guarantee" and the "lifetime transferable warranty" are separate bullet points on the agreement signed by the Gutter Guards America sales representative and myself. Any reasonable person would intemperate these items as separate matters.

  I understand occasional homeowner maintenance of any gutter guard is needed. However any reasonable person would not intemperate "occasional" as "daily." I have cleared debris from the gutter guards and experienced water overflowing from the gutters the very next day. I could provide date/time stamped video evidence of this if .mov/.mp4 were in the list of allowed file types.

  As stated in my initial complaint, the contract I signed BEFORE installation states, "Give you a manufacturer's no clog money back guarantee." Any reasonable person signing that document would intemperate that as the product being sold is guaranteed not to clog. I have no doubt the warranty document provided AFTER installation states only the gutters beneath the guards are guaranteed not to clog; screwing solid plywood over the top of the gutters would provide the same guarantee and the same outcome. The warranty is a hollow bait/switch and a separate bullet point from the money back guarantee on the list of services promised I signed before installation. Please do the right thing and honor the money back guarantee.
  

  Regards,
  
  **** ********
  

  

  Business Response

  Date: 07/12/2024

  Hello, the contract references the manufacturer’s no-clog money back guarantee, which as stated in the ***** Gutter Guard Lifetime Limited Warranty, “warrants that ***** gutter guards will never allow your gutters to clog or overflow due to debris accumulation in the interior of your gutters”. As stated in the original response, the gutters are not clogged or overflowing and the money back guarantee does not apply as what the homeowner is experiencing is not related to clogged or overflowing gutters.

  Gutter Guards America still provides the original offer to remove the current gutter guards and replace them with new gutter guards to ensure they are properly installed. It is still recommended that occasional homeowner maintenance of the gutter guards will be needed as outlined in the warranty terms. Additionally, it should be again noted that the warranty does not cover “Mesh clogging due to tree sap, paint, tar, leaching roof oils, bird or insect droppings, or other organic accumulations”, which is what is being experienced here, and is not covered in the money back guarantee.

  Customer Answer

  Date: 07/16/2024

  BBB, 
  Photos are attached showing the front and back of the home and what tree(s) are near.
  A photo is attached showing straight down from above the home and what branches overhang the roof.
  This customer is happy to provide these photos. However he does not understand how the photos are relevant, as they do not address the differentiation between the 6th and 7th bullet points on the sales agreement.
  

  Please help Gutter Guards America gracefully honor their written promise listed as bullet point number 5 in the sales agreement, "Give you a manufacturer's no clog money back guarantee" so this customer can hire a different company to correct the problem.
  

  All trees currently on the property were there September 7th, when ** (the salesman) measured the roofline, and the sales agreement was signed. ** was aware of the trees and repeatedly stated, "The gutter guards are made from medical grade mesh so a light breeze will remove any debris from them."
  

  All trees currently on the property were there August 31st when the first installer screwed the gutter guards on. The first installer was aware of the trees.
  

  All trees currently on the property were there when this customer gave Gutter Guards America the opportunity to correct the problems of the first installer. The second installer screwed mesh over the gaps left by the first installer. The second installer was aware of the trees.
  

  No new trees have grown or been planted. All possible sources of debris were present at the time of the sale, the time of the first install, and the time of the second install. After repeated failures of the installers to deliver on the first 5 bullet points in the sales agreement, the management of Gutter Guards America has repeatedly refused to deliver on the 6th bullet point in the sales agreement.
  
  The door hanger and sales agreement were the only documents provided to this customer prior to the install. The money back guarantee is bullet point number 6. The warranty is bullet point number 7. They are separate items on those documents and should not be confused or substituted for each other. Please help Gutter Guards America do the right thing by honoring the terms written on their sales agreement with this customer. Thank you.

• Initial Complaint

  Date:04/26/2024

  Type:Order 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.

  There was no written contract for the work. What they presented to me as a contract was forgery, an illegal copying of my faked electronic signature onto emails. It can be seen that the signature is cut off at the top. The work was done with defects and not completed. Did not show legal certificate of work. I've never signed the acceptance for the completed work. Then they immediately started calling me for payment from different phone numbers, different places in North Carolina (Charlotte, Gastonia, Greensboro, Raleigh). There was no real paper bill and whom I should pay. Just the amount. No real cost of materials. And started to frighten me by a lien. I was advised by my banker not to pay before the work is done well. Besides workers showed up at 8 am, but appointment was for 2 pm. Did not speak English.

  

  Business Response

  Date: 05/01/2024

  The contract was signed between the customer and Gutter Guards America on February 29, 2024. The installation date, as indicated on the contract signed by the customer, was scheduled for March 5, 2024. On March 5, we completed the installation for gutter guards and one gutter reducer (which ties downspout into an in-ground drainage pipe), as outlined in the contract.
  
  After installation, the installer asked the customer to complete a walkthrough to review the work. At this time, the customer thought that gutters were included in the scope of work. As outlined in the contract, it was confirmed that gutter guards – not gutters – were to be installed. The contract was re-sent to the customer for their review.
  
  As a courtesy at the request of the customer, we sent the original sales representative out to meet with the customer after installation was complete. However, the customer was not home when the sales representative arrived and did not meet with the sales representative.
  
  In addition to the contract signed by the customer, a paper copy of the warranty, invoice, and payment remittance instructions was mailed to the homeowner as requested.
  
  Unfortunately, there has not been any communication from the homeowner regarding specific defects. If defects were explained to us in conjunction with due payment, we would be happy to work with the customer to address the defects.
  

  Customer Answer

  Date: 05/12/2024

  I am completely dissatisfied with the response from Gutter Guards America and Reject Business Response for the following reasons.
  
  Gutter Guards America states that: “The contract was signed between the customer and Gutter Guards America on February 29, 2024.” I completely deny this! I never signed this contract. My signature on the contract was forged by inserting an electronic copy, which is clearly visible due to the cropping of the top border of the signature. There is no signature neither from Gutter Guards America nor from mentioned Witness, i.e. not signed by a second party.
  
  See attached file Signature.
  
  Hence, that contract is false and has no legal force. I deny legally valid signing of a contract on my part for the work performed.
  
  The contractor states: “The contract was re-sent to the customer for their review.”
   It was exactly the same sent by regular mail. All my comment and requests after numerous phone calls and e-mails were ignored completely without any explanations.
  
  The second visit of the company representative did not take place at the time agreed with me to check and discuss the work done.
  This applies to all representatives of this company. Showing up unannounced at a not specified time without any warning, phone calls at 7 am should be considered as violation of privacy and breach of duty.
  
  All work was done not supervised, at an unspecified time by employees without knowledge of English. They were not able to talk and explain what was done and how. They just left. This additionally indicates a disregard for the quality of the business.
  
  After work was done, check of downspout outlets and gutters showed that the downspout outlets were not repaired and the gutters were not installed properly. Even in a not heavy, short rain there was a leakage and a significant flow of water from the roof bypassing gutters. That indicates careless and unprofessional work.
  Photos and video of leakage are attached. Photos of downspout outlets were attached to my previous respond.
  
  Thus, that the contract was forged (signature is not mine, the second signature is missing), the contractor’s explanation is not true, the work was performed improperly and cannot be accepted until the work is completed satisfactorily and the price is reduced.
  
  Regards,
  
  ***** ******* *****

  

  Business Response

  Date: 05/18/2024

  The contract was signed by electronic signature on February 29, 2024, in which an electronic copy of the contract was sent to the customer outlining the scope of work to be performed. The software used for contracts does not have the ability to insert images and only accepts digitally signed signatures from the customer; no reproduction of the signature could be inserted in its place. Between the contract date and installation date, we did not receive any word that the customer’s understanding of the project installation differed from the scope of work in the contract.
  
  Work commenced March 5, 2024. We called before arrival and the homeowner acknowledged with the production manager that work was to be done that morning, nor did she stop work from commencing once the installers arrive. The completed work included the entirety of the contract job scope which included the installation of gutter guards and a gutter reducer. Per the contract, no gutters nor downspouts were installed.
  
  Before this latest BBB response, our company did not receive any complaints regarding potential leaks or questions about the perceived quality of installation from the customer. Our company provided an opportunity for the customer to meet with the sales representative after the installation and address any concerns then. Unfortunately, the customer was not willing to meet with the sales representative when he arrived at the customer’s home. Typically, should anything of this nature be brought to our attention, our team would promptly address any concerns. However, the areas of concern are not due to the installation completed as we did not install gutters nor downspouts.
  
  Communications between the production manager and customer indicate the customer acknowledged receipt of the contract and that payment had been requested. Once payment is received we are happy to work with the customer to address any potential work needed related to the installation of items listed in the contract.

  Customer Answer

  Date: 05/27/2024

  When I met with the representative on the 29th of February, he walked me through the proposed work and gave me an estimate for how much it all would cost. He did leave me with a paper, but that paper was merely an estimate. I was not shown a paper to sign, nor was I shown anything resembling a contract.  
  
  The first time that I had seen anything that was described as a contract was on the 5th of March, after the proposed work was sort of completed. There was something resembling my signature, albeit with it being heavily cropped, despite me never having been given anything to sign during the proceedings, physical or digital. The company offered an excuse that their software has no capabilities to insert a signature, but I believe that this is a poor excuse. Regardless of their software’s abilities, anyone can take an image of a signature and insert into an irrelevant document. I have no other explanation, considering I was never given any document to sign and I never created legal e-signature to sign any document.
  Despite I clearly said in the text message (attached) that I’ve never agreed, on the 5th of March, two people showed up on my property at 8:30am and immediately started working. I did attempt to ask them who they were and what they were doing, but they had a lot of difficulty with communication due to their limited English comprehension. Thus, they weren’t able to explain to me who they were or what they were doing. I reiterate this because the employee I had initially spoken with had claimed the people coming to do the work would be fluent English speakers and that he would be present to supervise them as they work. And as a consequence of both of these being false, the employees weren’t able to provide a summary of what services they performed, how the tasks were done, or ask if I had any questions. Just as they arrived without saying a word, they left without making any comments or asking any questions.
  
  During negotiation with the salesman, I had requested to fix the gutters and downspouts. I attempted to inspect what work had been done and I’m not even sure what in all was accomplished during the time the employees were on my property. There was a brief rain a few days later and this was enough to reveal that none of my complaints were addressed. Several of the drainage pipes were leaking in the same way they were prior to the work being done. Later, during a rainstorm, instead of the water being funneled down into the drainage pipes, it was overflowing the gutters in a waterfall (photo and videos are attached).
  
  Naturally, I attempted to reach out to Gutter Guards America with my issues. They appear to have no interest in addressing my complaints or fixing the poor quality work. The only response I have gotten from them was to threaten me with a lien because I had refused to pay until they finish the job they started and complete the task to the promised level of quality.
  
  In summary:
      • There was no contract presented to me to sign. Neither on the 29th of February nor on the 5th of March.
      • The contract has no legal power because the company’s signature was not present on itself.
      • My requests were ignored by the company, the proposed work was not properly completed, and the employees were not able to communicate with me due to the language barrier.
      • The receipt for the work performed was not issued or signed by both parties.
      •Until my complaints get addressed and the work done properly, payment cannot be considered.
  Evidences as photo and video are attached to this message.
  
  
  
  Regards,
  
  Yulia ******

  

  Business Response

  Date: 06/13/2024

  Gutter Guards America confirms that the work as outlined in the contract was completed on March 5, which included installation of gutter guards and a gutter reducer. Additionally, the customer acknowledged receipt of the work and the requests for payment as seen in the attached. However, we had not received any communication from the homeowner indicating any problems with the installation as we stopped receiving responses from the customer shortly after installation as indicated in the attached; multiple attempts to contact the customer were unfortunately ignored.
  
  Normally we will not process service calls without payment from the original installation. However, to resolve this we are willing to come out to customer’s home, inspect and ensure proper installation of the gutter guards and gutter reducer that we installed, and accept payment immediately upon completion at that time.
  

  Customer Answer

  Date: 06/19/2024

  
  The property owner, Mrs. ******, is exhausted to receive scripted messages from Gutter Guards America that appear to ignore the evidence submitted by the owner.
  
  The following is the work that GGA promised to do:
  “? Clean out existing gutters and downspouts where installing Valor.
  ? Seal your end caps, corner seams, and downspout outlets with tripolymer sealant.
  ? Realign your gutters where needed.
  ? Reinforce your gutters with hidden hangers, as needed.
  ? Professionally install 5" Valor Gutter Guards.
  ? Provide you a Manufacturer’s Money Back No Clog Guarantee.
  ? Provide you a Lifetime Transferable Warranty.”
  
  The owner will not be satisfied with GGA if they only come to inspect the work.
  The only answer that the owner will accept from GGA is to complete all of the work as initially offered, including the downspouts. GGA must properly install the equipment, align everything properly, fix the damage caused to the property from the work done on 03/05/24, and clean up before leaving. 
  The installers must also be professionally licensed and fluent in English.
  The work must be inspected by GGA before completion and tested in real world conditions (e.g. flowing water from the roof or during heavy rain).
  The warranty and guarantees must be provided in printed form and signed.
  The completed work must be presented to and accepted by the owner.
  The owner will only consider payment after all of this is done.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/21/2023

  Type:Product 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.

  The product was installed June 2, 2023 the gutter guards that gutter guards American installed is doing the same exact thing that my personal gutter covers were they came out they clean the gutters and this is the latest pictures that has been taken after the cleaning, the gutter covers are notserving any purpose no more than what I already had. They stated that they cannot replace what I had up and I was told if I wasn’t satisfied that I can cancel Contract I spoke to Kevin D******-###-###-#### I have explained to him on several occasions that the product is not working for me when I spoke with him today he stated that it was nothing that he could do that he would get back in touch with me after he speak to his managers and he’s not sure when that would be.All I’m asking is for them to remove their product replace mines with some type of substitute or compensate for what I already had up. I’m asking for help this company is forcing me to keep their product that’s not working. This company is not reliable and I would never recommend them to anyone.

  

  Business Response

  Date: 11/24/2023

  Our company installed the gutter guard product on the customer’s home on 5/31/2023. A few months after the installation was completed, the customer contacted our company requesting a service to clean off pine needles on top of her gutter guards. The company completed a complimentary, free cleaning of debris from her roof and on top of the gutter guards on 9/28/2023. With that service, our company explained that the gutter guards we installed are functioning properly and are not causing any clogged gutters and that any further maintenance should be managed by the homeowner. Our company typically does not do cleanings of roofs or gutter guards after installation.

  After this, the customer sent a request to her financing company to stop payment as she was not satisfied with the gutter guard product. The financing company denied the claim to cancel payments as the gutter guards are properly working and are keeping the gutters clog-free.

  On 11/21/2023, the customer spoke with the Director of Operations at Gutter Guards America about her concern. During that conversation, the customer stated that both the gutter guards we installed but also her previous gutter guards when she had them were not working. The customer requested that we remove the gutter guards we installed and, in their place, re-install her old guards. The customer was informed that our company will not install a competitor's product and that the pine straw falling on her roof is not affecting the intake of water into the gutters through the guards. The warranty that the customer received does explain that the gutters will not clog, which is true here. The warranty also further states that, regarding the gutter guards, “In most cases, rainfall and wind is sufficient to keep it clean, but there may be some instances where cleaning/maintenance will be required by the homeowner. Light winds should remove most surface debris (due to the raised designer S-shape mesh and installation angle), but if debris is wet or compressed, higher winds may be required to effect shedding. Homeowner maintenance may be needed from time to time to remove debris off of troubled areas, and we recommend occasional homeowner maintenance of the gutter guard for those areas (see the Valor maintenance procedure available on line at *************************).” The warranty also does not cover failure to perform routine maintenance by the homeowner.

  Our company does not have the authorization to install a competitor's product. The customer is not able to cancel her contract for a refund as the gutter guards are operating properly under the warranty, and there is only a three-day period to cancel the contract after signing it and before installation, which has passed. The solution we can provide is that we can, after receiving a release from the customer in writing, remove the gutter guards and assess a trip charge to remove the properly functioning guards; we will not reinstall any competitor gutter guard product.

  

  Business Response

  Date: 12/14/2023

  On 5/25/2023, the customer signed the contract with our company to install gutter guards on their home. The contract clearly states that customer has three days to cancel the agreement after signing the contract. There is no other agreement or provision that states the customer can cancel at any time or after a try-out period of the product. The customer paid for a one-time installation service, which was carried out and completed by the company per the signed agreement on 5/31/2023. 
  
  Due to the nature of this request, not emanating from performance concerns, the solution we can provide is that we can, after receiving a release from the customer in writing, remove the gutter guards and assess a trip charge to remove the properly functioning guards.

  Customer Answer

  Date: 12/26/2023

  
  I am rejecting this response because: 
  False advertisement
  Regards,
  ***** ******

• Initial Complaint

  Date:11/02/2023

  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.

  Signed a contract with Gutter Guards of America on August 15, 2023. The appointment was set for 22 August. They did not come out to put up the gutters until the afternoon of the 23rd. Over Labor Day weekend it rained and I noticed that 30 foot of my gutters on one side of my home was not installed. I called on 6 September and asked for someone to come out and verify that their team did not put up the 30 foot of gutter. 7 September Roger came out and verified, it was not installed. I was told I would get a phone call by the next day to let me know when they were going to come out to install my 30 foot piece. I received a text message on the September 12th stating that they didn’t forget about me and they’re still looking for someone to put the piece up. After no contact from the 12th on I contacted the company on October 14 and stated that I wanted to talk to Rogers boss as I’ve had communication issues with this person and project since day one. I got a phone call supposedly from the owner however, the individual that called me, didn’t even know who he was calling as he called me the wrong name. Tried to explain the situation to him. He was very quick to get off the phone because he was at the store. I was told I will verify the issue and I will have someone come out and install the 30 foot of gutter. I also notified this individual that the gutters are leaking and I had a video to prove this. Didn’t seem interested to know that. I have not received a phone call from this company since October 14 and it is now 2 November. They were paid with a credit card that was offered to me during the contract signing from ***** ***** with 0% interest. I want my job finished or I want reimbursement of some of my money and I want the gutters that are leaking to also be fixed.. they received payment I just want my job done!!! The only good thing about this company is the customer service representatives that I have had to consistently talk to about this problem!!!

  

  Business Response

  Date: 11/02/2023

  Since this message was received, the local production manager spoke with the customer to discuss the area of concern and to schedule an appointment for an installation team to come out to the customer’s home and correct the issue. The date for this service call is scheduled for this coming Monday, November 6.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  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 had new gutter installed and they’ve been installed incorrectly. The new gutters have left about a 3-4 inch gap between the top of the gutter to the bottom of the roof. I can see holes in the board behind leaving my house exposed to rain damage. After sending pictures to Sean he agreed this was not right and sent the installer back out to correct. The installer couldn’t raise the gutters any higher so my house is still exposed. Sean has promised to come out to take a look multiple times but to date has not shown up. If the new gutters weren’t going to fit correctly or cover what needs to be covered to protect my house then I would never have hired them. And when you’re installing the gutters you can clearly see there’s exposure. It should have been discussed with me at the time of the installation and a solution presented. Instead I was left to discover it on my own and have been struggling to get the company to stand by the work and correct it.

  

  Business Response

  Date: 04/21/2023

  On Wednesday, April 20, 2023, the local production manager met with the customer at her home to review her concerns. The old gutters on the home were installed by another company prior to our installation of the new gutters. The installation of the previous gutters on the home had notched flashing around the spikes and hangers. Because of this, when we installed the new gutters, that notching was exposed. To resolve the customer’s concerns that any water will get in where the notches are that are exposing any wood, we will cap over and caulk holes that were made by the previous company. The production manager is working with the customer to find a date and time to have our installation team members come back out to the home to make these changes.

  Customer Answer

  Date: 04/26/2023

  A crew came out yesterday and made the repairs needed. My gutters seem to be in good working order now. This complaint can be closed. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  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.

  Job# *** **** Date of install 3/16/23 Clean/ remove old gutters. Install 87' of 5" new seamless gutters with gutter guards and 60' of 5" down spouts with 2x3 and 4 reducers. Cost $4300.00 Gutters look like they were piced together with what they had laying around. Gutter ends are not what was shown to me @ presentation. They look like they have been hammered into place. The gutters themselves are too close to the roof edge, as many spots the shingles have been lifted off roof to accomodate the guards; while in other spots the guards look as if they have been pushed down into the gutter itself (not mounted properly). The down spouts have been crushed into the gutters (looks mis-matched/unprofessional installation). Several downspouts have cut edges exposed (unprofessional installation). The one downspout being seen by all who come to the house is dented (eye level). Notified main customer service requesting assistance, still waiting for followup from initial conversations. Because this company has lost my trust completely, I would rather they come get what they put up and refund my entire purchase price, as I would have to pay another company to fix what they did.

  

  Business Response

  Date: 04/03/2023

  On Saturday, April 1, the local production manager went to Mr. ******’s home to assess the gutters and speak with Mr. ******. From that meeting, the customer and production manager worked together to identify the customer’s areas of concern.
  
  We will replace the elbows and downspouts that were identified by the customer, ensuring that all ends are cut to fit properly. We will also make sure the manual cuts on the downspout will go into the existing drain so it will not be visible where applicable. This will also resolve the dent in the one downspout by replacing it. We will also adjust the ends of the guards where applicable and lower the gutters as discussed to ensure proper distance from the roof.
  
  Our production manager is working with the customer to schedule a date to return to the customer’s home to make all identified adjustments as discussed and agreed to during the visit with the customer. Currently, that date is tentatively scheduled for this coming Wednesday, April 5.

  Customer Answer

  Date: 04/17/2023

  The individual that came out only addressed a portion of  the problem. He did not address, nor was he prepared to address the entire complaint. What I saw while he was "working" on the gutter system, keeps the remainder of the issue unable to be resolved due to short cuts that were taken by the installers. Since Gutter Guard isn't interested in fixing the entire problem, I would request that I be able to submit a quote from another company that would outline the cost of repair. Gutter Guard can pay the cost of repair.

  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/26/2023

  On Saturday, April 15, 2023, installers from Gutter Guards America went to Mr. ******’s home to work through the requested changes. The changes made are as follows:
  
  - Removed all gutter guards so we could lower the gutters by 2 inches around the entire home.
  - Reinstalled the gutter guards on the lowered gutters so the bent wing on the guards would not push up against the shingles.
  - Replaced the downspout that had a small dent.
  - Replaced the 45-degree elbows with 30-degree elbows for a better fit and look.
  - Downspouts that had hand cuts were replaced with the cut end going into the diverters.
  
  We addressed all of Mr. ******’s issues at this appointment, who also went up on his ladder and looked at the work and was happy with the work done. If there were any outstanding concerns, they were not brought up to our team at that time as we were given approval on the adjustments.
  
  Since the latest comment was received by the customer, members of management have attempted on multiple occasions to contact the customer to better understand the feedback and work together to address any remaining issues. We have not been successful with connecting with Mr. ****** and are hoping to talk with the customer to address any outstanding issues.

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because: 
  The gutters were never lowered enough for the drip edge to be put in place let alone the 2" they said they did. As for the downspouts, they were just cut into the gutter, instead of installing the proper adaptors which resulted in ALL of the down spouts looking like they were 'rigged'. Water is coming over the endcap because the gutter does not extend past the shingles. While what was done was an improvement, it is far from being the remedy that I am looking for.   Regards,
  
  **** ******

  

  Business Response

  Date: 08/16/2023

  On Friday, the team at Gutter Guards America completed the service agreement for Mr. ******. Attached is a copy of the sign-off that from Mr. ****** approving of the work completed.
  
  Please, let me know what else is needed from us at this time.
  
  Thanks!