Sloan's Home Solutions LLC

Service Provider Response

To clarify the scheduling issue: We arrived as scheduled to do the guttter cleaning, roof blow off and moss treatment. Upon arrival, we found windows open and cars parked in the way of our completing work. With no answer at the door or by phone, we were unable to complete the work. I spoke with the customer and explained why the work was not done. He rescheduled. We arrived as scheduled for the second time to find cars in the way and a window open. Again, no answer at the door and no answer on the phone. When the customer called me back, he insisted there was not a window open and became belligerent. We do our best to prepare our customers for their service appointment by sending an email with details on how to be ready. In that email, we advise that we will charge for a service call if the location is not ready. It is not often that we arrive to a job that is not ready for work to be done. Groupon has issued a full refund for this customer. We do not receive money from Groupon until a job is completed.

Service Provider Response

(removed member name) is correct in that we would not pressure wash the walkway again. We washed the best we could on the walkway without causing damage. Additional washing of the walkway would result in damage. We also agree that the wash job on the deck was not great. We offered to come back and wash the deck. (removed member name) was not interested in us fixing the work, he would settle for nothing less than a full refund. We offered a partial refund, which he declined.

Service Provider Response

It is our goal to provide an excellent experience for every customer. In this case, we were unable to complete the work without proper safety measures. This is a safety issue. If a roof is not walkable, fall protection is required.The Groupon deal excludes roofs with excessive pitch.We would normally advise the customer that their home does not qualify for the deal and advise them to get a refund. This customer wanted to have hooks installed and have the work completed. We did provide the customer with the name of a roofing contractor and also advised that she should make contact with other roofing contractors who could install permanent hooks. When the customer contacted us explaining that she was unable to find a contractor that would install hooks for her, we advised her to contact Groupon for a refund. The customer wanted to continue to look for a contractor and have us find her a contractor. In the end, we were unable to provide service to this customer's satisfaction.

Service Provider Response

On Monday February 3rd, I went to the member's house to give her an estimate on some work she needed done on her home. She explained to what she had already gotten a few quotes on gutters and painting for her home. When I got there she requested an estimate on Installing new gutters, hauling away and disposing of the old existing gutters,Painting the fascia boards behind the gutters because they were cracking and peeling due to wear and tear, Sanding down and repainting one section of her home where her soffit was damaged and Clean Outs for the bottoms of her downspouts. The quote did not include the actual paint. It was to be purchased by customer. She agreed that day to have us do all of the work I gave her a quote for, minus the clean outs for the downspouts. Together we picked out the colors for her downspouts and gutters. The member decided upon my recommendation to use paint that was paint matched to the gutter color I was to install since it was only a few shades off from her existing trim paint. She asked me the quantity to purchase for the work she hired me to do and also for the rest of the trim on her house and door, because she said she planned on having them painted in the spring. While I was doing work she had a painter come to her house while I was there to give her an estimate on the additional painting she had in mind for spring.I started work on her home on Monday February 6th. The work that was completed that day was removing and hauling away her existing gutters and downspouts and sanding down the wood behind the gutters. I also sanded down the soffit area that needed to be repainted. The next day Tuesday February 7th, I finished the painting of the fascia boards. They were sanded, primed and painted. As we were cleaning up it began to sprinkle. We were both concerned and I told her that if there were any bubbles we would be able to easily take care of them. We agreed to come back on Thursday February 9th to install the gutters and downspouts. When I arrived at her home she pointed out that there were approximately 5 small bubbles on the 70’ section In the back of her home and 1 medium size bubble on the 30’ section on the right side of her home. We agreed to touch up the few bubbles and complete the project. I started to touch up the bubbles and and had my partner prepare hang the gutters on the rest of the house where there were no bubbles. About an hour later the member came outside and asked if I would please do the painting and hang the gutters another day. She claimed that she was not personally comfortable to have us paint that day. It was not raining and suitable for painting, so I tried to comfort her and by explaining everything would be fine and the work could be completed that day since I had just hung a set of gutters earlier that day for another customer. She said again that she was not comfortable and I decided to come another day so that she would feel comfortable since customer service is always my number one priority. Since I had already run out two pieces of gutter in anticipation of installing the gutters which we had previously agreed upon completing that day, I asked the member if I could store them in her backyard because one of them was too long to fit in my trailer and I did not want to risk damaging it. She agreed and later as I was packing up my tools, the member said that she did not want that piece of gutter to be installed on her house. The section of gutter she was referring to was $280 worth of material and perfectly fine. I explained that it was a perfectly good piece of gutter. She was concerned of it getting damaged if it rained. I explained to her that water will not damage it if it rained since a gutter is made to handle rain. She said she refused to have it put on her house. Regardless of how ridiculous the request was, in an effort to maintain exceptional customer service, I agreed to run out another new piece of gutter and eat the $280 cost. The next day I had a conversation with the member about the paint bubbles and she was understandably concerned about the rainy weather. I explained to her again the temperature specifications on the paint can, and that it was fine to paint in the temperature forecast. She said that she wanted to make a few phone calls to her ex husband and another painter. She did so and decided to have me come back out the same day she was to have a painter come out and look at my work as well as give her a quote for the additional trim painting she was planning on for the spring. We decided on 8am, Wednesday February 15th and were in agreement that I was coming to her home with the intention of finishing the project. I received a phone call from the member at midnight the night before where she said that she did not want me there while she was talking to her painter and asked me to arrive at 10am. When I arrived at the member's house at 10am on February 15th, the painter was running late. I asked the member if it were ok to go ahead and get started since the sun was out and that I was already starting 2 hours behind schedule. She told me to wait in my truck. The painter finally showed up, and at around 11:45 they were done with their conversation. As the painter was leaving he came by and talked with me. He told me that what he told the member was “it was a minor issue with the bubbles, very easy to fix and if it were his home he would go ahead and make the repairs and install the gutters that day”. I heard this and went straight to the back and started to repair the paint bubbles. I had my business partner start on making the gutters. The member came out and informed me that she did not feel comfortable with us painting today or hanging the gutters. I explained to her that I can not afford to keep coming out to her home and need to make the most of my time. She told me that the painter she had out said he did not recommend doing the work today. When I asked her why he told me a completely different story, she said “the conversation between her and the painter was none of my business”. She was afraid it was going to rain. I was confused because the weather forecast was not calling for rain. I packed up all my things and explained to the member that I will have to charge her for time and gas if the next time I return she will not allow me to finish the project. We left and around 3pm that same day I received a phone call from the member asking me to come back to her house because she was now comfortable. I explained to her that it was not possible because I had gone to take care of another job I was working on and my partner had gone home for the day. She demanded that I return and began to use a threatening tone. I explained to the member that I have done everything in my power to be accommodating to her as well as working around her schedule. She continued to be unreasonable so I decided that I was going to finish touching up the painting which was 95% complete and asked her if she would please find someone else to install gutters for her. On february 29th I received an email from the member with a couple of pictures saying that I spilled paint on her steps in the back of her house. When I asked if i could come by to take a look at them she said that it was not necessary and she would like $60 for the permanent damage. I said that I need to see it in person to make sure that it was indeed my fault and permanent damage. She insisted on me not looking at the steps but agreed she would call me when a time worked for her. I asked her again when I could come by and repair the paint bubbles and look at the steps. I received a certified letter from the member in the first week of March, where she was asking me for $310 for fixing the minor paint bubbles and the paint on the steps. On March 5th, when I spoke to the member on the phone I asked her again when I could come by to look at the steps and fix the few bubbles. I explained to her again that the bubbles were an easy fix not only in my professional opinion, but also the professional opinion of the painter she had out for an estimate on February 15th. I also explained to her that we had already unnecessarily wasted 70’ of perfectly good gutter material at her request and done $216 worth of gutter removal and disposal for a total of $648 worth of work. If you factor in not fixing the 5% left on the painting that needed to be corrected that would put us at a little over $600 in completed work and I had only received $500 from Anna. I agreed to come by on March 8th to take a look at the steps and fix the paint bubbles. On March 7th I asked my business partner Aaron to give the member a phone because I was not going to be able to make the appointment on the the 8th and was going to send Aaron instead. Anna told Aaron that I had told her I was going to bring her money which was not what we agreed upon. After hearing of the member changing her story for the second time I decided to deal with her in writing. I sent her an email asking when I could come and take a look at her home and fix the bubbles. She sent me an email back on the 7th claiming that I agreed to bring cash to her house in the amount of $310 and stated she was going to complain to the BBB and threatened to now include her time to her bill. She also stated that she did not want to deal with Aaron and did not want me on her property. Later that day, I received a phone call from my insurance representative informing me that the member had made an attempt to file an insurance claim with my insurance. They informed her that she did not have the authority to do so. I sent her another email asking her how she would like to proceed and have had no response. I have made every humanly possible attempt to make the member a satisfied customer and with completing $920 worth of work and waste of perfect material upon her request, not including my time and gas. I am also confused as to why there is also a discrepancy in the stories that the member has has written on Angie’s list and the BBB pertaining to this situation. Based off the facts, I do not owe the member any money. I have made multiple attempts and lost money dealing with the member.