ComplaintsforBedrock Construction

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The gutters failed and are full of debris and leaves. I was told in the contract that there would be no debris in the gutters. The roof is only 3 weeks old and the shingles are coming off. I want the shingles replaced and the gutters replaced.

  

  Business response

  11/15/2023

  Hello ******************,
  
  We would like to clear up any possible confusion related to this complaint. When we originally sat down with each other on May 23, 2023, we discussed installing gutter protection. You originally had Leaf Guard brand gutter helmets installed on your home. We informed you that Leaf Guard is a proprietary product installed by that specific company and that we are unable to install that brand for that reason. We suggested that you contact Leaf Guard directly to have them install said product. Since this was an insurance based job, which included replacing the roof, gutters, sections of fascia, and gutter screens, you informed us that you wanted a one stop shop. You motioned that you preferred for us to do all the work, and did not want to subcontract out to other companies. We then offered comparable products as an alternative to Leaf Guard, and added aluminum gutter screens to your contract to be installed. 
  
  On June 12, ****************************** accordance with the install date that we set during our initial meeting on May 23. We informed you at this time that we were still waiting on your gutter material to be shipped, due to its custom color designed to match your original fascia and siding. We explained to you that once the gutters were installed, your gutter screens would be installed the same day. Over the course of the next week, we had multiple phone conversations with you per day, with you asking that we install your gutters and screens. Each time we informed you that the material had been ordered prior to your roof install, and that as soon as it arrived, we would be out to complete the gutter and gutter screen installation. The timeframe that we set was 3-4 weeks when we ordered the material in early June, which was the estimate we were given by our supplier. 
  
  On June 20, 2023, we completed your gutter installation along with your gutter screens and fascia. While our staff was installing your fascia, you had them add multiple sections of fascia, including the metal behind your gutters to be redone, without our knowledge or approval. These items were not on your original contract but we did not charge you for these items. You also called into our office and asked that we install bird boxes (the area where the soffit wraps around the corner under the eve) which we then gave you an estimate for. You confirmed that you would like this work completed, adding $550.00 to your contract price. 
  
  On June 22, 2023, we began receiving phone calls and text messages from both yourself and your power of attorney, stating that there were some grievances with the gutter screens and fascia. You claimed that the areas of fascia that we replaced did not match your original pre-existing fascia, and that you were unhappy with the style of gutter screen that was installed as leaves could get stuck in the mesh material. We coordinated to meet both you and your power of attorney at your home to investigate these areas of concern. On June 26, 2023 our owner arrived at your house at 1:00 PM CST to discuss the above listed items. It was concluded that the fascia we installed was a perfect match, and the color discrepancy between your old and new fascia was due to dirt and chalk coating the existing fascia. We cleaned an area of the old fascia with water and a rag, revealing that the colors were identical, and recommended that you have the house power washed. We also agreed during this meeting that, although we were contracted to install aluminum gutter screens, which we did, that you were unhappy with the style and very concerned that debris could get into the gutters. At this point, we agreed to remove the gutter screens that we installed and upgrade you to a premium, screw-in, flush-mounted gutter protector at no additional cost.
  
   Between June 26, 2023 and July 11, 2023, we had numerous phone conversations with you, as you were going back and forth on deciding on a color for your gutter new screens; black versus white. Often times we would have multiple conversations a day, each time switching the color. On July 11, 2023 we came to a final decision of white. We arrived on the July 12, 2023 to install the new gutter screens. On July 14, 2023, we arrived back at your house to do a final workmanship inspection, at which time you paid us in full for the completed work. At this point you said that you were very happy with the job and our company.
  
   On July 19, 2023 our office received a call from you stating that the metal house numbers installed over your garage fascia needed additional caulking. We informed you that we would send out a crew member to take care of this issue, however our repair staff was currently booked and that we would be out the 2nd week of August. We become exceptionally busy in the Summer months so this delay was expected but longer than usual. We received several additional phone calls from you in the following weeks, requesting that we caulk your house numbers; each time we informed you that someone would be out and that we were scheduling for this repair to be made the 2nd week of August as previously discussed. On August 8, 2023, our crew member arrived at your house and completed the above listed repair.
  
   On October 12, 2023 we began receiving an excessive amount of phone calls from you, stating that leaves were sticking to the top of your gutter screens and that you were unhappy. We explained to you that gutter guards are designed to keep debris and leaves out of the basin of the gutter, but that regular maintenance is still recommended to remove debris that sits on top of the gutter screens. During this time we also had a conversation via text message and phone call with your power of attorney, whom we set an appointment with to meet at your house with yourself and them to look at the proposed issue. On October 13, ************************************************************************************************* the mean time leading up to our scheduled appointment and there was nothing wrong with the installation of the gutter guards that they could see; leaves were just sitting on top. On October 17, 2023 we received another call from your power of attorney stating that you would like to cancel our appointment set for that day, as you were not feeling well and that the issue had been discussed and resolved. 
  
  In the subsequent weeks we received an exorbitant amount of additional phone calls from you, stating that leaves continued to sit atop your gutter guards. On Friday, November 10, 2023, you informed us that you were scheduling an appointment with 'Leaf Guard to come out to your house to give you a bid on their product being installed the following week and that you would like us to meet them. We informed you that we cannot do so, since it interferes with our company policy to meet with another unrelated company. On November 13, 2023 we received a voicemail from your sales representative at Leaf Guard, explaining to us that you would like us to cover the cost of your new leaf Guards being installed, and that you were threatening to call the Better Business Bureau and take legal action. At this point, we called you directly and had a discussion with you regarding your request. We informed you that if the gutter screens that we installed were installed incorrectly, or has led to any issues in their performance or with the workmanship of the product, that we would gladly stand behind our work and resolve any issues. However, we explained that if your desire was to switch brands of gutter guards on your house due to preference, that we could not assist you in any way. You pleaded that we at least split the cost down the middle with you and then whispered to the 'Leaf Guard sales representative Can you tell him that they werent installed correctly?. She informed you that she could not get involved and at this point we ended the phone conversation. 
  
  Per the advice of our Lawyer we then blocked your telephone number due to the nature of the above listed phone call as well as the excessive amount of phone calls received since May. In total, you had called our office 167 times between May 23, 2023, and November 13, 2023. On November 15, 2023 we received a complaint on our Better Business Bureau page stating that the gutters failed and that the three-week-old roof is now missing shingles. This, to our best knowledge, is not true. We attempted to reach out to your power of attorney, who informed us that they have separated ties with you, and can no longer assist, but wish us the best of luck. Later the same afternoon, we received a phone call from your insurance agent, who was concerned about the message he received from you. We explained to him the situation in detail and he said that he would reach out to you to explain that gutter screens do require maintenance to clear off debris that rests on top of them, irregardless of the brand. 
  
  We go above and beyond to be reasonable and to keep our customers happy. We take extreme pride in our workmanship as well as our customer service. Communication and respectfulness are the strong points that drive our business. It is unfortunate that you are not happy with the product of gutter guard that you agreed to that we installed, but unfortunately few cannot be financially obligated to help you pay to switch brands. We hope that this offers some further insight and clarification into the alleged issue.

*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. ↩