Sunrise Seamless

"Dear [Member Name Removed], I do apologize for the mess we left. Our goal is zero mess, but with gutters full of semi-frozen gutter sludge, it sometimes gets away from us. I did come out and clean the siding as you noted, but you had obviously cleaned up the other two items. I would have happily checked and cleaned those as well. I do apologize that our third trip wasn't as thoroughly cleaned as the first two. The gutter sludge in the [Member Information Removed] I can understand - sometimes the old gutters spill a little. The metal shavings on the back porch actually puzzle me because our installation routine doesn't produce anything that answers that description. I also apologize for lack of communication, since I did clean the siding as requested, I didn't realize you expected a follow up phone call. In the mean time, I trust your gutters are functioning flawlessly and will for decades to come. Steve Whittaker Owner"

"Dear [Member Name Removed], I am sorry you are unhappy, but you can be confident that your gutter system will not fail. Feel free to call after the first good rain and give us a report. I also apologize for our mix up - the paperwork was not changed to reflect your wishes and we installed the gutters thinking you were getting our premium product - Leaf Terminator -when it had been changed to Leaf Relief. I must also apologize for the poor installation of the Leaf Relief, which you were right to complain about. I would have been upset at the workmanship as well and I was happy to replace sections to make things right. I am confident now that your system is in good working order and will last for years. I would like to respond to your roofer regarding our Leaf Terminator product. It is perfectly acceptable to install this product under the shingles as the manufacturer specifies and will in no way void the shingle warranty. We install this product on behalf of many of the larger roofer companies in the greater Lansing area with great confidence and success. John was speaking honestly when he told you the Leaf Terminator is a decidedly superior product. Let us know if there is anything further we can do. Sincerely, Steve Whittaker, Owner"

"Dear [Member Name Removed], If I'm reading your note correctly you are happy overall with the exception of two issues. One, that we 'upsold' you, and second our scheduling procedure. We don't like selling customers what they don't want or don't need so we were perfectly happy to replace the section you requested and clean the remainder of your gutters. When that didn't fix the underlying issue we recommended replacing a downspout for an additional fee of $75. Hopefully, your issue is now fixed and you will consider it money well spent. We try to tailor our scheduling to each customer. Some customers require no notice, while others want to take a day off work to be home during installation. We are happy to accommodate either extreme. I looked up your paperwork in order to respond correctly to your review and our records show you choose the option of being notified the day before, which we did - according to our notes - with a phone message. Yes, we do try to optimize the efficiency of our crews, but that also benefits the customer by saving money and keeping our prices low. Sincerely, Steve Whittaker, Owner"

"Dear [Member Name Removed], I'm sorry for your experience. I would be irritated too - the cost of the job did include carefully removing the old gutter and cleaning up any debris from the gutter. Obviously, the shingles should have been cleaned up by the roofing company, but since they weren't, my guys should have taken care to leave nothing behind. I understand from my office staff that you took care of the clean up. I wish we had had the chance to correct our oversight and take some pictures. I use these situations to continually educate and train our crews. I'm glad you're happy with the finished project and I know you will enjoy years of free flowing gutters. Sincerely, Steve Whittaker, Owner, Sunrise Seamless"

"Dear [Member Name Removed], Scheduling continues to be the biggest challenge we face - matching customers expectation with a constantly changing work load. We have certain guidelines we follow when scheduling jobs - first come, first served, geographic proximity, etc. We also try to have open communication to keep you informed of your job status. In your particular case, the jobs earlier in the day took longer than anticipated and we had to call you to reschedule, (not cancel as you mentioned). When we have to reschedule a job, we make a point to schedule that job first in the day to insure that it gets completed. Your first comment was, "work was well done". Work quality is something we can control and sometimes it takes a little longer to make that happen. We won't rush through a job just to keep on schedule. We will take the time needed to do each job correctly and sometimes that interferes with our scheduling. We hope you're happy with the completed job and it gives you peace of mind for years to come. Steve Whittaker, Owner"