This week we received a negative post via our Facebook page with the first sentence indicating Gutter Helmet is a ripoff! As I must admit, I practically choked on my coffee when I saw the feedback for the first time Monday morning. Nonetheless, like every review that requires action we responded immediately and reached the customer offline to discuss her concerns and eventually came to a solution.
When our local area manager called this unhappy customer at the time they indicated they thought they were getting new gutters with Gutter Helmet and were adamant that our consultant misrepresented the product given the display that was shown to them. The signed contract by both parties stated Gutter Helmet only. Each one of our displays shows Gutter Helmet installed over a regular 5k style gutter to demonstrate to consumers how the product works and how Gutter Helmet is different from a one piece gutter guard system per say that includes a gutter with it. It was quickly determined that a mix-up could in fact have occurred.
Given this unusual circumstance and not knowing the exact dialogue between the customer and our consultant we decided to compromise and offer the customer gutters at no charge, the customer declined and said they wanted a monetary discount instead. We did not hesitate and gave them a dollar discount based on what the new gutters would have costs. The customer in the end was satisfied and thankful that we addressed the issue so quickly.
After this case transpired, we immediately thought how we can use this to improve the level of service for our potential customers out there. We have taken this case and distributed to our consultant staff and will follow back up on it during our training sessions next year. As for educating the public, the web and our blog is a great asset at your disposal to research one piece gutter guard systems’ and solid gutter cover panels to protect your rain gutters. Please see our gutter guard review post a few months back for more information.
Given the rich history of Gutter Helmet, I can tell you in this case and any other that we are not in the business to misrepresent our product. Gutter Helmet has sold itself for over 30 years with millions of satisfied customers. We put our reputation on the line everywhere we have a dealership and back it up with superior customer service homeowners can count on for years to come. Our policy is and always will be, if you have a problem, call us directly and we will come to a logical solution for both parties in a quick and timely manner like the case above.
For more information, please contact our office at 888.543.5638 to learn about how Gutter Helmet can protect your home from expensive damage repairs caused by clogged gutters and improper home water management. Gutter Helmet Systems serves counties in Maryland, Virginia, Delaware, Pennsylvania, New Jersey, West Virginia and Central Ohio.