Zero customer support - Eavestrough with Raindrop gutter guards mess
I will never recommend this company for any work, due to their complete lack of response to very visible deficiencies on a $6000+ installation that remains incomplete to this day. We signed our contract with The Foundation Guys with great expectations of improving our home appearance with new eaves troughs and Rain Drop gutters guards. The end result was an installation that was left unfinished and actually made the house look worse! To this day, no representative from the company has bothered to contact me to discuss the deficiencies or try to resolve them. I finally went out after two weeks of no resolution and spent four hours climbing ladders to trim off exposed tar paper; nail down loose roofing; pick up dropped nails and straighten horribly bent and exposed drip edges. That was just for the front of the house! I don’t know how to fix the crooked or missing Raindrop gutter guard pieces, so that remains unresolved.
I sent numerous detailed emails to Michelle, who is listed as the company account manager; the sales person Eli and the main company address. My emails resulted in only simple responses from Michelle, stating that she would “reach out when she had a solution” and “I don’t have a date when we can come out yet. when i do I will reach out.” That was it - no questions or discussion on the terrible and incomplete work. After my third email, Michelle went into radio silence and has not responded to me since. The sales person finally emailed me back that he would call me, which he did. Despite him receiving all of my detailed emails, he told me that he didn’t have a clue about what I was talking about and made me repeat my entire problem. He claimed to not know what was going on “over there”, referring to the installation side of the company. He recommended that I send him another email with stronger language to show that I was upset, so that he could present this to his bosses. He claimed that they would respond right away because they did not want the bad publicity. I sent this to him, but after another week, still had no response to attempt any resolution. I finally called the accounts receivable clerk to request a final invoice that included a discount for my half day of labour to correct some of the deficiencies. After another week, I received and paid the discounted invoice in full, despite the fact that the work remains unfinished. I guess now that they have my money, it will never be resolved. I wonder if RainDrop is aware of how their product is being installed in the Ottawa Valley? Buyer beware!
- Approximate cost of services:
- $6,000.00
- Company Response
With all due respect, let's discuss the deficiencies: Exposed tar paper, the need to nail down loose roofing, the need to straighten horribly bent drip edges. We are at a loss to understand why your beef is with The Foundation Guys, those are all roof issues and not something that would be even touched by a gutter installer, let alone something that could be even remotely attributed to anything that we installed. That being said, because we are a caring company we did respond to your request for a revisit to see if there was any way that we could be of some help. We asked you when would be a good time to return, to which you responded "never mind, I just sold the house". We would never try to shirk our responsibilities, you told us not to bother coming since you sold it.