The crew they have does good work but the organization of the business is lacking. They didn't return my call when I tried to get a quote. Upon follow up, I talked to someone in the office and got a quote for installed gutters or just fabricated gutters. I decided to go with the installed but told them not to do the downspouts, that I could do that part myself. I was told that it would be at least a two week wait(which sounded reasonable) and that I would get a call when they figured out the schedule.
Without warning, they showed up at my house with no call ahead, I talked to the foreman and told him that I wasn't expecting them and found out that they only had an order to make the gutters but not install. I told him about my call for a quote, that I had set up for install but that they were to not do the downspouts. I had to leave but my nineteen year-old daughter was there if they had any questions. They did the install but when my daughter saw them doing the downspouts, they said that they might as well do them while they were on site. When they left, they didn't have my daughter sign a work order, they told her that I would be invoiced.
I got the bill three days later and it was over budget due to the downspout install that was not ordered.. I called to discuss the issue, bringing up what I had ordered, that I was never called with an appointment date, that the crew had the wrong orders. I told them that I had no problem paying for the gutters and I would pay for the materials on the downspouts to offset their costs but I couldn't pay anymore. We could not come to an agreement on the charges.
Like I said, my issue is with the management. You should always confirm an order and have the customer look at the work order and sign off that is the work that they want done, period. When the customer contacts you with an issue, don't ever be rude and tell them that it must be their mistake because your staff would never write an order down wrong.
After working with a neutral party, we were able to resolve the issue by removing the downspouts from the home and bill. I am satisfied with this outcome. read more