Although the work was ok in the end, the customer service was appalling. They installed new gutters, leafguards, and downpipes. Their pricing was a little higher than the other quotes but I liked the product they had so I went with them. They arrived on time were courteous and friendly, the job appeared to be well done, and they left the place clean and tidy. Unfortunately the dayafter the installation I noticed a leak. I emailed the company, but there was no reply. A week later, an invoice arrived for work completed, to which I replied with a video showing the leak and asking them to come and fix it as the work was not complete until the gutters were functioning properly. No reply. I contacted them again and finally they said they would come out that week, but they were a no show. I called saying no one came and they wanted to know how I knew since it hadn't rained. I explained that I hosed the roof and found that the gutter was still leaking and that I would not be paying the bill until the gutters were fully functional. They said since I had a ten year warranty I should feel ok about paying. I explained that paying them would be akin to saying it was ok to be shuffled to the back of the line. Then they said that by law I was obliged to pay 90% as the job was 90% complete and that I could withhold 10% as it was only 10% incomplete. I ended the conversation saying that I was not paying until the gutters were fully functional and that the warranty should be for problems that arise afterwards, not to fix a faulty installation.
Their contract states clearly that payment is due upon completion, not per percentage complete. They made a simple one day job into something stressful that stretched into 3 weeks, I would not wish them on my worst enemy.
- Company Response
This is not the standard to which we are working toward and certainly not our policy to demand payment prior to attaining customer satisfaction. As the owner of Precision Gutters I will personally be looking into the actions of those involved in order to improve the way in which we handled your situation. I appreciate your feedback and regret the stress to which this has caused.