Excellent Product, But the Service Was Extremely Disappointing
We recently had a full gutter, downspout, and protection system installed by All American Gutter Protection (AAGP). To be clear, the product itself is excellent--it's well-built, and the finished installation looks great. However, I'm giving this a 3-star review because the frustrating and unprofessional process it took to get here simply didn't justify the premium cost.
Every year, we tackle a major home improvement project, and we know quality costs money. But this project cost more than having the entire first floor of our home redone in solid oak hardwood, yet the service was significantly worse. The price of a project like this isn't just in the materials; it's in the labor and the service, and that's where we feel we didn't get our money's worth.
The Positives:
The Product: The gutter and protection system is genuinely top-notch. The materials are robust, and we're confident in the longevity of their system.
The Salesman: Our sales representative, Steve, was very knowledgeable and gave us a lot of helpful information during the sales process.
The Issues:
The challenges began after signing the contract and persisted through every step of a very painful installation process.
Misleading Project Management: The service was sold as a "one-stop shop," which gave us the impression that AAGP handled the entire process in-house. It seems, however, that they subcontract the work. We also specifically understood that an AAGP project manager would be on-site to oversee the job, but no one from the company ever came.
Scheduling and Communication: This was the most significant failure. After we signed, no one reached out to schedule the install; I had to chase down our sales rep a few days later to get a call back. On install day, we were told the crew would be on the road by 9:00 AM, but the gutter installers didn't arrive until 3:30 PM, and the separate protection installer showed up at 6:40 PM. I never once received a proactive call with a status update; I had to call them repeatedly. The lack of communication was incredibly disruptive. I had to leave installers alone at my house to pick up my child from daycare, couldn't get my kid to bed on time, and then had them woken up by banging and lag screws being driven into the roof late at night.
Unprofessional Installation and Cleanup: The crews themselves were a mixed bag. The protection installer who arrived late did a fantastic job, but the gutter team's conduct was disappointing.
They looked like they had been beaten to hell all day by the time they arrived, so I gave them a cooler of water and sodas. Despite this, the crew lead decided to relieve himself on a shrub in our side yard after noticing our birdfeeder camera near the oak tree he was first heading for. He could have simply asked to use the restroom.
Cleanup was sloppy. The installers were in such a rush that they left strips of old gutter hanging in our trees and shrubs. I've also found numerous nails in our yard and driveway.
Lastly, they simply dropped the gunk from the old gutters into the yard, and some of it was smeared on the back of our house, which I now have to pressure wash off.
Final Thoughts:
The quality of the AAGP product is fantastic, but that alone does not justify the high price. The customer experience was defined by a severe lack of communication, scheduling chaos, and unprofessional behavior on-site. When all these things are combined, I can only assume it's a product of poor company management. It is for these reasons I can only give a 3-star review. read more