Window Genie

"First and foremost, I am truly sorry for any inconvenience caused to this customer. It is true we do our gutter cleaning estimates by looking at the property on Google Earth & Google Maps and 99% of the time it works well for us and for our customers, but it is just an "estimate". It is also true the condition of the gutters was such that it was definitely underestimated, both in price and allotment of time needed to perform the work and I accept full responsibility for that. In most cases we would have rescheduled to a day where we had enough time to complete the job and since gutter cleaning is outside work, it could have even been on a day where the customer would not have to take off work again and more than likely I would have honored the estimate price. We have been very fortunate to have built a customer base of over 4,900 residential clients over the past 6 years in business as well as dozens of commercial accounts. As business has grown there simply is not enough hours in the day to perform all estimates in person anymore. We have had to utilize available technology more than ever to be able to efficiently service all our existing, repeat customers while still adding hundreds of new customers every year. As mentioned previously, this method has served us well and is practiced by many others in our franchise system as well as by hundreds of larger companies like ours across the country. With all that said, the primary issue here was not the price or amount of time needed, that could have all been worked out. The issues found upon initial inspection by our crew leader indicated loose and partially detached gutters in some areas and tarps covering portions of roof in other areas creating a potential slip and fall hazard. The plants growing in the gutters added to the amount of debris in the gutters was too much weight which was causing the gutters to separate from the home. We do not offer gutter repair or replacement services and did not want to accept the liability of gutters potentially becoming completely detached or destroyed in the process of trying to clean them out. We are extremely proud of our reputation and the many "A" rated reviews from our Angies List customers. Our employees are anything but lazy, with over 4.900 customers and 1200+ jobs per year to speak to that point. Had I done the estimate in person I would have chosen to pass on this job due to the aforementioned liability and safety issues. For that I am truly sorry and that the customer was inconvenienced. I extend my sincere apologies for not being able to complete this job."

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"Thank you so much for your kind words. We strive to give great customer service, so it is nice to hear when we succeed. We will see you soon. Thanks again"