ComplaintsforESS & GEE, LLC

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May, 28, 2022 I paid ESS & GEE, LLC $800 to install gutters on my pole barn. The first problem was a downspout section on the rear of the barn. It came loose after a rainstorm on or around 7/12/2020. I messaged Kyle C**** about this, It took a week for someone to repair it. The second problem was on July 25, 2022 after another rain storm when the downspout on the front completely fell to the ground. After repeated messages, all which were read but ignored, I climbed up a ladder and accessed the problem. I found that only 1 screw was holding the entire section of downspout to an undersized outlet on the gutter. I purchased the correct components and made repairs to the front and rear downspouts. I also saw a gutter mounting bracket that they had neglected to attach to the fascia board, so I repaired that as well. I have pictures and all messages concerning this. The outlets were 2" round tube, they were undersized and held by one tiny screw. They should have been the correct 3"x4" rectangular outlet that allowed for no movement and could be adequately secured. I should not have to do their work for them. Even after I complained about the outlet looking too small and them using only one screw on the entire downspout, I was brushed off and told that they only add more screws if the leaf protection guards are purchased.

  Business response

  08/28/2022

  Hi *******!

   

  I had talked to you the other day about getting some info on the best way to handle my complaint I had gotten on my BBB page. I wanted to follow up and I thought these screenshots may help! I wanted to give a quick summary of the situation to help understand! On May 30th, we installed new gutters and downspouts on Mr. ****s garage, he later sent a reply and said everything looks great. And on July 13th, I got a message that Mr. **** had a storm and the downspout came unattached. We were able to get a crew out there on July 18th to get things fixed up. On July 25th I got another message that Mr. ***** had another storm and a different downspout elbows fell off the gutter. I had requested some pics and then informed my crew to get back out there and get everything fixed up again. I was under the understanding that everything was fixed up, and hadn’t heard from Mr. **** until august 17th after he had filed a complaint on my BBB page. I replied to Mr. **** explaining the situation, and that I was under the understanding that everything was already fixed up, and I offered to push and escalate his service situation to have someone come out and get him fixed up immediately on Monday or Tuesday morning. He later replied that he already had taken care of it himself. Mr. **** has requested a refund as compensation and I would like to offer a refund in the cost of materials and labor it costed Mr. **** for his inconvenience. I estimate the cost of materials to be roughly 5-20$ in materials and 80$ in labor. We would be willing to offer up to $100 in refund in total along with if Mr. **** would allow us to come out and do an inspection on everything and take pictures of the entire job, to help avoid any future services!

  Customer response

  08/29/2022

   I am rejecting this response because: I have made the repairs myself. I waited weeks on a reply from this contractor. I do not want a $100 refund nor do I need an inspection. I hope that this contractor will in the future take the time to address the needs of the client within a reasonable time frame. I would also hope that in the future the contractor will take reasonable care and effort when installing gutters and use enough fasteners to insure that the finished product will not fail at the job it is intended to do. I hope the contractor understands that a customer that has paid for a product expects the product to preform as it should, not to fail so easily. I do not like the fact that I paid $800 for a $400 end product. Since I made the repairs using the correct dump outlet and the correct number of screws, this gutter system has preformed well. This could have been avoided if the contractor would have used the correct parts instead of just what he had on hand. I should have had brown downspouts, not white downspouts just painted brown, the correct dump outlet, not the undersized ones that were installed, and enough fasteners to ensure that the system holds up to the job that it is intended to do. Just do your job!
  

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