Keltom Gutter Services

"Thank you for the great review! We strive to perform top quality service and it is nice to hear from a satisfied customer!"

"We performed the service 7 months ago on October 22, 2018 as stated. The fall foliage and debris normally falls at least after November 15 . Getting a gutter cleaning too soon will not prevent debris from filling the gutters. Per our policy if a customer has an issue we will send someone out to look at the problem and correct it if necessary. Also per our policy we inform the customer when we are coming out to take a look, he knew when we would be there and chose not to be home when our field supervisor came out. Gutter covers is not a guarantee that there will not be debris. 8 months later May 2019 during the peak spring shedding of the trees he is saying we did not clean the gutters. Debris is falling all the time and [Member Name Removed] may want to clean his gutters AFTER all the debris is off the trees."

"Our records indicate that we did clean the gutters on the customer's home. Due to the early snow storm ( 6 inches) that occurred on November 15, 2019 we did have to reschedule all the gutter cleanings scheduled through November 24. Due to the nature of outside work we can not promise any dates. This customer may have been home when originally scheduled, but had been rescheduled based on the weather conditions. It is standard to reschedule for asap. We do not bill out for services that are not performed. Per company policy if a customer calls with an issue it is standard to have our field representative go out to the home to review the job. This customer called a week later and refused our offer to send someone out and said forget it, so we did not have the opportunity to see if the gutters were improperly cleaned. Because she refused to have someone come out, we did send an invoice based on the service performed. Considering that we had serviced the home for 3 years previously with no issues this customer had the opportunity to comply with company policy and resolve the matter."

"The customer called to schedule a gutter cleaning and was told that with the screens we need to have the water available and when the techs arrived there was no water. The front faucet was broke and the rear faucet was hooked to the Polaris system in the pool. The ladder was not taken off the truck because it was already determined there was no water, screens were not removed as there was no water and could not be cleaned. The customer wanted the tech's to install 2 flood lights and clean the siding on his home and the tech's told the customer they were unable to perform that type of work. They then left because they could not clean the gutters with no water. The customer called the office the same day and was told that we would send our field rep out right away. Our field rep got to the home within an hour of the customer's phone call and inspected the job it was apparent that the gutters were not cleaned due to no water and could not be cleaned without the water due to the huge amount of debris in the gutters. The office then called the customer to schedule for the crew to come out 8am the next morning to clean the gutters and to have the water available. This did not satisfy him and he became verbally abusive and rude to our female clerk in the office threatening to post bad reviews and complaints and demanding a discount on the cleaning that we didn't even do yet through no fault of ours since we arrived on time and ready to do the gutter cleaning. We do not require prepayment for our gutter cleanings and received no payment of any kind in advance and are not mailing him an invoice."

"Regarding the gutter cleaning on the [Member Information Removed] the first time we went out to the [Member Information Removed] 5/24 there was no water so we rescheduled. At the second visit 6/1 which took us 2 hours to clean the gutters the techs did leave the hose in the back yard and we did offer to send someone out to pick up the hose that was left on the yard and Mrs. Nagelburg declined. We went out a third time because the customer thought we damaged the screens on top of the gutters and at this time 6/12 we informed the customer all the screens were old and should be replaced as they were loose, popping up, the wrong size and improperly installed. We mailed a written estimate which provided cost ($240.00) and specific material details of the work to be performed including removal of the old improperly installed screens, adjustment of the screens that the customer did not want to replace and install new 6" screens. We do not use staples to secure the screens, all screens are screwed down to the lip of the gutter and the staples came from adjusting the old screens which were improperly installed. Mr. Nagelburg was informed that the credit card would be charged upon completion of the work and he agreed. We did apologize that there were a couple of staples that we missed. The customer wanted a discount on his gutter cleaning and we did decline since the gutter cleaning was performed correctly."

"Once a year during the busiest time in Fall we do charge a fee for estimates on repairs. The rest of the year estimates are free of charge. Many service companies charge a fee year round."

"Weather conditions in December did cause us to lose work time due to the extreme cold, snow and icy conditions. We place our workers safety as a high priority and do not want to have them experience injuries due to unsafe working conditions. Gutters have debris which with the snow, ice and melting process causes the debris to freeze, so instead of taking the chance on damaging your gutters due to scraping of the gutters we sometimes have to wait for a thaw. Unlike grass mowing in the more pleasant months we deal with often rough weather. This customer signed a service agreement for late December and service was completed 1/2/2017."

"I checked our records regarding Ms. [Member Name Removed] gutter cleaning on December 22, 2015, the technicians did perform the service and she may be mistaken that her husband was home that day. Our techs were there for 50 minutes and left a door tag per procedure. Ms.Barnes did not notify us that there was a problem with her gutters a month after the service was performed. The office is fully staffed and the phones are answered when someone calls. If we receive a call stating there is a problem we will send our field representative to look at the issue per standard company policy. The customer is always notified of our assessment and resolution."

"We did clean this customers gutters twice once in April 2014 where he used the $15 OFF Angie's List coupon. In May 2015 he did call for a cleaning and used the PROMO coupon which gave him the same price as in April 2014. He signed a service agreement for service in late Nov 1 time a year and used the $20 OFF coupon provided. He received his postcard reminding him we were coming to clean his gutters in Nov. and called the office Nov. 27, 2015 to change his service agreement to have his service performed in late May only. We made the change to his agreement per his request. He then called 12/8/2015 to say that we did not perform the service and he cancelled his service agreement. Maybe he wanted another coupon."

"After this work was performed to the customers satisfaction we did not hear from him that he had a problem. The work was performed over a year ago, and we do offer a 1 year guarantee on the workmanship. This past winter was severe with ice and ice damming. We can not guarantee against weather related damage."