ComplaintsforMIG Building Systems

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I had our house roof shingles replaced in September 2018 by Sunset Roofing, MIG installed a new rain gutter on the garage side of our house in October 2018 for $200. At some time after this, I noticed water leaking between the gutter and the roof sofit but only in one area of the gutter, right above where we walk out of the garage door. I contacted the roofers and they said it was not due to their work and that it was most likely due to the back edge of the gutter not being properly installed behind the roof drip edge. I had recently another gutter person come out who said the problem was due to incorrect pitch of the gutter. The correct pitch should be ¼” for every 10 ft. The total length of the installed gutter is only 11 ft but the pitch is ~1 inch or greater. Because of this, the area where the water leaks, the gutter is at least ¾” below the drip edge. The issue is also a hazard as where the water drips is our side door entrance into the garage and in the winter, ice builds up on the ground making it dangerous to walk. I contacted Tim D******, sales manager from MIG back in April 2022 regarding this issue and received no reply. I have been recovering from medical surgeries since this time that prevented me from pursuing this further till now. I recently emailed Tim on 8/12/2024 regarding this ongoing issue and in his 8/13/2024 reply, he said it is well out of warranty but they will fix the problem that will cost me a minimum of $300. A warranty is only good if the gutter was originally installed correctly, which it wasn’t and now Tim wants me to pay to have it properly reinstalled. Due to my medical issues, I am not allowed to climb ladders but I did and took pictures that I sent to Tim by email on 8/15 and have not received a reply. The attached picture shows the leftmost position by the downspout above the entrance door.

  

  Business response

  09/04/2024

  BBB spoke to the business and the following was relayed: We will be reaching out to this customer directly today to make a goodwill gesture offer of resolution for him.   

  Customer response

  09/05/2024

  As I tried to explain in my reply below, I no longer trust MIG since they seem to change what they are willing to do even on their most recent phone call of saying replace then only to fix the gutter. Also, since this is my second BBB complaint with MIG, previous one was with their install of their gutter helmet in the past, I no longer trust their work but I am willing to negotiate a refund of the original install cost but don’t want them coming to our house. I will pay to have someone else of whom I can trust and will honor their work to repair the gutter. As of yesterday (9/4/2024), MIG did not contact me as they stated they would. Today, I received a phone call from MIG stating that they would come out to ‘replace’ then they restated ‘fix’ the gutter. Since this is my second BBB complaint, I have had with MIG over the past years, and the fact that even on today’s phone call, they change what they are willing to do, I have decided that I don’t want them to touch our gutter. Since the original cost of the gutter they installed was $200, I will accept payment of that amount to remove my complaint. This is less than the $300 MIG said (8/13/2024) they would charge me to have someone come out to fix the gutter. 

  

  Business response

  09/11/2024

  Robert, I wanted to review our warranty with you so you better understand. MIG Building Systems has a one-year warranty for any defect in the workmanship of which we should  receive notice within one year from the install date. MIG Building Systems also checks all gutters once installed with a level, if the pitch is off it would have been addressed when installed. There are many factors that can affect the performance of a gutter over time, snow and ice, debris build up, etc. Having said that, it has been, and always will be, our policy to ensure that customers are completely satisfied with the work done.  We are willing in good faith to send a crew to inspect and adjust the gutter, or replace if needed, at no charge. 

  Customer response

  09/12/2024

  It is a shame that it took this long for MGI to reverse their original statement that now they would come out and fix or replace the gutter at no cost to me. The phone call from their customer service rep back on 9/5/2024, first said they would come out to fix, then replace then back to only fix for free that left me with an uncomfortable feeling as to trust. Unfortunately, between that phone call and now, I committed with another company who came out within a few days and saw the problem (shown in my previous pictures) and replaced the gutter with a recommended wider gutter to prevent overflow due to the roof size. The recent heavy rain we had confirmed that they fixed the leak between the gutter and drip edge, and no overflow. The gutter issue is now fixed but cost me extra money.

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