On-Site Gutters

I had On-Site install gutter covers to help keep out needles. Their installation work and price seemed acceptable. I later had a problem with rain water running over the cover in one area. I emailed Herb at On-Site a photo and requested they provide assistance. After 10 days without a response I called them and left a message requesting follow up. The following day I received an email from them stating they would be out of town for the next two weeks and would contact me upon returning. After two and a half weeks I sent another email request for assistance. After another week without a response I filed a BBB complaint to attempt to get some assistance. A month later, rather than simply contacting me to discuss, On-Site drove 4.5 hours to my home. This was at the end of their extended BBB complaint response period. I was away but was aware they were making the (unrequested) trip. Richard Breedlove from On-Site claimed the roof was covered with moss and debris and subsequently the gutter cover could not function properly. In his BBB response Richard Breedlove "...obliged the homeowner and cleaned off part of the roof [unrequested], removing the moss and debris from the roof and the top of the gutter cover. We would have every right to bill the homeowner for our work...". All I asked was that they look at the photo I sent and provide me some feedback. Richard Breedlove additionally responded to the BBB that they "noted many other areas in the property that were obviously not being maintained as well". This is one of the most beautiful and historic homes in Southern Humboldt county. On-Site displayed unresponsive customer service and when called on it via a BBB complaint they overreacted and attempted to bolster their cause with lies and insults.