ComplaintsforHomeCraft Gutter Protection of North Georgia, LLC

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 7/22/21 we paid Homecraft $4420 to install gutter guards on our house. In July of 2024 we had flooding in our master bathroom into the house when it was raining. We had a contractor come out and were told our gutters were overflowing into the house on that side and we should have them inspected. We didnt know why this would be since we had paid for gutter guards. We hired another company to come inspect the roof and gutters thinking they could blow off any debris that may have settled on top. To our shock and dismay they told us that we were missing gutter guards on one section of the house and that the gutters on that section were clogged with debris which is why the gutter overflowed on that side. They cleaned out the gutter and then took pictures. There are no guards. They said there were no drill holes and there was no evidence that guards had ever been installed there (though other sections of the house did have guards). My husband and I called Homecraft. Warranty told us we arent under warranty and maybe they fell off the roof but we never saw guards anywhere in the yard and like I said there are no drill holes. They said they would email us proof and their manager would get back to us but they never emailed us and the manager never called back. We have tried calling the warranty number and other listed numbers multiple times per week for the past 3 months. If someone answers, we are told a manager will contact us. No manager has ever contacted us. We keep asking if someone could come out and inspect since they never finished the job to begin with. I doubt the company was aware - maybe they ran out of guards on the day of install and did not tell us. But now they must know about the missing guards as we keep calling them. Their customer service agents say they dont have any phone number for their managers but someone will call us back. We want the company to call us and help us to finish the job we paid for!

  Business response

  10/10/2024

  Good morning, 

  As we previously discussed when you called HomeCraft of Georgia, you are out of your one-year labor warranty as you were installed in July of 2021 and unfortunately the HomeCraft of North Carolina has closed. 

   

  Customer response

  10/12/2024

   
  Complaint: 22404231
  
  I am rejecting this response because this is not a question of a labor warranty. The gutter guards were not installed in one section and there is no way we could have known that since we could not get on the roof ourselves. This means the job was not completed. On your website, it says that you do not collect payment until the job is done, but you did collect payment without the job being done on one section of our house. Also, there is a HomeCraft location in Durham so I am not sure why you are saying HomeCraft is closed in North Carolina. I have called and spoken to multiple customer service representatives answering calls for the Durham branch and they ask me if I would like a quote for gutter guards so they are doing business in NC. I need guards installed in the section that was never done so the gutters do not get clogged. A different company is not going to install totally different guards on just one section of roof. They tell us to call HomeCraft to come back as the gutter guards are from HomeCraft. When I talk to your customer service representatives, they tell us that one of the managers is going to call me back and none of the managers have ever called me back. This is a simple problem that could be easily solved if somebody would call me back and come out and look at how much roof needs to be covered with the HomeCraft gutter guards.

  
  Sincerely,
  
  Atalie Thompson

  Business response

  10/13/2024

  I'm unsure of the number you are calling as the North Carolina location is in fact closed, again as you have been calling the north Georgia office. The number on the website is the main number for our scheduling department so if you are referring to the number yes you will get someone however no there is not a office and they do not schedule appointments for North Carolina as there is no office. 

  Customer response

  10/14/2024

   
  Complaint: 22404231
  
  I am rejecting this response because this is a woefully inadequate response. On the HomeCraft website, it says "We don’t take a single penny from our customers until the work is complete. You don’t take any risk with us." This is simply not true in our case since the guards were not installed on one side of our roof but you collected payment, and there is no way we could have known this - we found out when our gutters got clogged. If you do not have service people to install replacement gutters in NC, then you should still be able to order the gutter guards missing on that side of the house and ship them to my house and we could install them ourselves. We are requesting that you work with us to provide us the HomeCraft gutters that should have been installed to begin with and which still need to be installed on one side of our roof.
  
  Sincerely,
  
  Atalie Thompson

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Homecraft installed gutter protection on the gutters on my home. Two sections of the gutter guard have lifters off the gutter and also pushed some of the gutter away from the roof. I called repeatedly to ask for someone to come and simply repair the damage. Each time all I get is a call back stating returning your your call and no further attempts are made. This is from the warranty ***** all other numbers provide me the same number with no follow-up. I paid for a service that I just need repaired. Surely that is not hard to do when the product has a lifetime warranty.

  Business response

  09/23/2024

  Good Morning,

  Miss ******, it has been explained to you on serval occasions that you are out of your 1-year labor warranty with HomeCraft per the contract you singed. You were installed oct of 2021.  Per our monitored and recorded calls, you did not start calling in until July 17 of this year meaning your warranty expired on October of 2022.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gutters were replaced by HomeCraft Gutters due to storm damage. I have experienced multiple problems not solved by this company such as the down sprout was not installed in the front of my house which is leaking I have only one in the front. I have two in the back of the house. Also, I do not have the pictures of the gutters from them before the installation for my insurance claims. No one has answered the phone at the warranty department. In addition, It was a bait and switch with the credit terms and the monthly payment amounts that I am working with Concord Credit on based on the monthly payments. The downpayment was not sent to the credit company so this was deceptive of this company. I need them to finish the job with the downspout that is was not installed or take money off the purchase. The other three downspouts were installed. They need to provide the pictures for the insurance claim. The work was done in late September for the year of 2023 so it has been a nightmare to get anyone on the phone and working with this company..

  Business response

  08/06/2024

  Good afternoon, 

  I'm unsure who you spoke with, but we do have proof and record that we sent it to them as well when you disputed the charge, they closed in our favor back on February 6th of this year. We also have no record of you calling in other then when you called on December 8th at 3:32 pm when stated you never revived you finance paperwork in the mail at that time you did not request for any service.  If you have any further questions or concerns, please call us at ************

  Customer response

  08/06/2024

   
  Complaint: 22096379
  
  I am rejecting this response because: I have made ongoing calls to this business. The phone number is ************. The person with a foreign accent even recognize my number because I have called so many times. The other warranty number is ************. No one calls back or handle complaints or lose ends. The phone just disconnects.
  
  Sincerely,
  
  *********************************

  Business response

  08/06/2024

  No ma'am unfortunately we don't have anyone with a foreign accent works in service department and all calls are monitored and recorded. I will have a manger reach out to further assist you.  

  Customer response

  08/08/2024

   
  Complaint: 22096379
  
  I am rejecting this response because: I still have not heard from this company. I am sending another complaint to 
  the Attorney General of Georgia. Sincerely,
  
  *********************************

  Business response

  08/08/2024

  Per our recorded calls we did in fact call you yesterday and will try again today

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had metal gutter guards installed on July 8th,2024 at a cost of $3000. We've had heavy rain over the past several days and the gutters are already leaking with a lot of overflow. The contract says the gutter ends would be sealed with a 50yr Tri-Polymer, yet it leaked within 24 hrs after installation. Ive called the company several times over the past 2 weeks and was told a ********************* would schedule a visit to resolve the issue. **** never called to honor the warranty, except to sell a gutter system. He then told me to call the warranty ***** who referred me back to ****. Just getting the run around with no resolution. Paid cash by *****, and believe the company made their sale and have moved on to another victim. They also stated they would provide 7 brown gutter gates to match my gutters, but delivered white gates for the down spouts instead. This proves that they don't give a **** about the customer, they just wanted to make a quick sale.

  Business response

  08/03/2024

  Hello, 

  The above statement is untrue we have recorded calls where we had in fact called your mother back and she was unable to answer, the moment we were able to connect and actually speak with her which was 8/1/24 her service was sent to the manger for scheduling. It was explained it could take ***** hour turn around for scheduling which we are still in that time frame. Again all calls are monitored and recorded.  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In August of 2022 I had gutters installed on my house by Homecraft gutter protection. They showed me a display that was entirely different than what they installed on my home. I didnt realize that they werent installed properly until I got an estimate for my roof to be replaced. The roofer noticed that the gutters were five inches and the guard was 6 inches wide and shoved under the shingles. Which he said would void my insurance claim. And that he already had a couple clients denied because of this. I called Homecraft several times over the span of 2 months and they have refused to respond to my request.

  Business response

  08/02/2024

  Good morning ***************, 

  The above statement is untrue, per our recorded call logs we have spoken with you every time you have called in however, we have also explained on serval occasions that you are out of warranty. As you stated above you were installed on August 10th, 2022, you had until August 10 of 2023 to file any claims necessary, you are almost an entire calendar year past your warranty.  Again, all calls are monitored and recorded. Should you have any additional questions feel free to contact us at ************. 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Badly clogged and leaking gutters after the gutter guard installation. Damage to soffits due to standing water. Over two months of calls to home office and local representative. Two employees have come out and put in writing that we need a complete replacement. Not able to get the work done.

  Business response

  06/23/2024

  **************** as previously discussed your service has been submitted 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I had my Gutters installed by homecraft in September 2023. The front door gutters are improperly installed and leaking. I brought this to homecrafts attention multiple since september 2023, however their response is that they shut down their north ************** and are working to send someone to my home. I really want homecraft to fix the gutters they installed.

  Business response

  06/07/2024

  Hello we are still awaiting pictures from you in regard to your areas of concern, If you could please send them to ****************************************

  Customer response

  06/07/2024

   
  Complaint: 21816519
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  06/07/2024

  again please send the photos to the email provided above 

  Customer response

  06/07/2024

   
  Complaint: 21816519
  
  I am rejecting this response because:

  I just sent the photos to the email. I had sent these photos with a video back in september to ******. 

  
  Sincerely,
  
  ***************************

  Customer response

  06/11/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***************************

  Business response

  06/11/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  ***************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Homecraft gutter installed in Jan 24 and not installed correctly. Gutters were NOT cleaned out, and gutters not aligned appropriately to drain, old gutter guard not removed as promised and water now runs over gutter down front of house, shingles torn and damaged, gutter drainage not working after ran. Unable to get response or repair from company as promised in warranty and company puts you in a phone runaround when trying to contact warranty. I have called over 15 times and gone by the gutter company in **********, ** which has closed and moved away. Terrible customer service and I cannot recommend this company to anyone due to their refusal to stand by warranty and due to incorrect installation. Installation was done in one day , rapidly and after calling the young man who installed the gutter, he said he no longer worked form Homecraft gutter company. Very disappointing and unprofessional company with phone runaround .

  Business response

  06/06/2024

  Sir we have record that you have already accepted the refund amount we offered back in march of this year. We do not offer warranty once you accepted the refund.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gutters were installed on 7/7/2023.Water started to leak between gutter and soffit in four locations.Problem was reported to Homecraft on 8/13/2023 by leaving a message on warranty line.Finally, my 6th call on 9/20/2024 was answered by an irate warranty rep.2 more calls and 7 messages have not resulted in response from Homecraft. Couple of times have been told that warranty rep is going to talk to Project Manager and call me back, but they never called. On 10/22/2023 pictures and videos of leakage were sent to the rep.I called customer service again on 5/21/2024. I was told customer service manager is in a meeting and he will call me after the meeting. Till 23rd he hasn't called.

  Business response

  05/24/2024

  mr. ******* I am unsure of whom you spoke with however we have no record of you calling into our warranty department, Our warranty manager is a female and however she will be reaching out to you shortly. 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Homecraft gutter protection installed their product to my gutters. Now when it rains. The rain goes in my soffit. It is doing so much Damage to my home. I have called continuously. This company will not return my phone call. Could you please help me with this matter

  Business response

  05/20/2024

  I have made contact with the customer and we are setting her up for a service to inspect and make repairs if needed

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