ComplaintsforLeafGuard Holdings, Inc

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Leaf Guard installed new gutters during home roof replacement in 2014 by and through arrangements of contractor. The product was guaranteed by Leaf Guard not to plug up with debris and to drain rain water off house roof into gutters system down spouts and sewer. Last year in 2023 spring/summer I observed water falls flowing over top of the gutters around the foundation of my house during rainy season. During the winter months of 2023-24 I observed **** ice ******* hanging from the gutters touching the ground. January 27, 2024 I captured a snap shot of a ************ dam had fallen to the ground with shingles off the roof attached to it blocking the entire sidewalk. Presently my roof is leaking water into my house and no one want to take the responsibility to correct it. I contacted Leaf Guard first a tech by the name **** who came out for inspection and contacted Mr *************************** several times before he came out to inspect. He made some adjustments but indicated nothing else could be done. I recall paying approx $4,000 for the gutters so that I wouldn't have to mount a ladder for cleaning or have water leaking into my foundation. I have contacted my insurance company for replacement of gutters and was denied. I want Leaf Guard to replace my house gutters or reimburse me to get it done immediately. Unable to upload copy of photos said to be too large 5m.

  Business response

  06/28/2024

  Customer Information REF:
  ******************************************
  *****************************************************
  
  Good Morning,
  Customer was installed in *********************************************************************************** functionality until 2023-24. This was a nine-year span that had there been issues with the workmanship the customer would have experienced issues far sooner than a nine year span. As always, we will go out and attempt to look and remedy any situation that a customer complains of despite time frame which is what we did. It is stated in our contract that we make no representation of being able to eliminate ice and ice ******* are normal with our system. Ice damming is a roof ventilation issue and not a gutter issue so the damage that was caused by ice damming ripping off shingles is no fault of our system nor are we liable for reimbursing expenses. We still stand behind our commitment to the Lifetime No Clog/Lifetime No Pull Away or Detachment/ Lifetime Paint Finish.
  
  
  
  Thank you,
  
  *************************
  General Manager
  O:|C: **************
  E: ********************************** | www.leafguard.com
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received 2 flyers to purchase leaf guard gutters products to my home address of ****************************** Can you please stop this company from sending me these flyers to purchase their products. The flyers were deceived april and June 2024 Thank you

  Business response

  06/19/2024

  We appreciate the feedback.  Advertisements are sent out by zip code.  

  Customer response

  06/19/2024

  
  Complaint: 21862951
  
  I am rejecting this response because:
  
  
  I do not see a response a response from the leaf company
  Regards,
  
  *****************************

  Business response

  06/26/2024

  We responded prior stating that we appreciate the feedback.  Advertisements are sent out by zip code and by bulk mail. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction May 6 2024 I was told In would get my money back because I cancelled the order. I also was told I could cancel within 3 days of transaction and I cancelled the next day May 7 2024. ******** said I would receive my money back within 14 days, still haven't received my money back. Also getting the run around from Company. From one person to another 5 different people, and they all say the same thing, I have to talk to the General Manager, but never can get him on the phone. I gave the a $1,000.00 dollar check and they cashed it the next day. Now it's round and round to get this resolved.. Help Me Please.

  Business response

  07/01/2024

  The customer was sent a refund check on 6/4/2024 and it was deposited on 6/11/2024. This should be resolved. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hired Leaf Guard to install their life time warranty gutters. Installation was done first part of January 2024. Since then *************** has been out with their production manager 9 times to fix the issues of continuous overflow of water that floods our new deck. The crews have tried over and over to reinstall and adjust the gutters to stop the overflow of water onto our deck. The district manager, **** and the regional manager, ******, have come out 2 times to try to solve the issue. We requested a full refund since the life time warranty gutters do not work at all. The regional, manager, ****** was to get back to us by Monday, April 29, 2024. As of to date, he has not returned our 3 phone calls / messages.

  Customer response

  05/10/2024

  
  
  Better Business Bureau:
  
  

  As of today, we have come to an agreement with Leaf Guard located in ********************  Please consider this complaint #******** resolved and complete.

  
  
  Regards,
  
  *************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Misrepresentation: A sales representative, Ryan, inspected my property and inaccurately diagnosed the facia board as rotten, necessitating replacement, which significantly influenced my decision to contract their services. Failure to Deliver Promised Services: After the installation, it was revealed by the installers that the facia board was in good condition and did not require replacement, directly contradicting the initial assessment and the basis of our agreement. Lack of Accountability: Upon raising this issue with their management, specifically a manager named James S****, I encountered a dismissive attitude. Despite providing video evidence of the sales representative's promises, my concerns were not adequately addressed, nor was any attempt made to rectify the situation based on the misleading information that influenced my decision. Desired Resolution: Given the discrepancy between the services promised and those delivered, along with the financial and emotional distress caused by this experience, I seek a partial refund representing the cost allocated for the facia board repair that was deemed unnecessary. Furthermore, I expect Leafguard to acknowledge the misrepresentation and take steps to prevent such incidents in the future. I believe this matter warrants your attention to not only resolve my specific issue but also to ensure that future consumers do not face similar misleading practices. I appreciate the BBB's assistance in mediating this dispute and look forward to a resolution that acknowledges the oversight and rectifies the financial and trust-based implications it has caused. Misrepresentation of gutter condition: **************** Discussion on facia board replacement: **************** Sales representative's assurance of additional work: ****************

  Business response

  04/22/2024

   LeafGuard wholly denies the allegations that we engaged in deceptive business practices and/or committed misrepresentation and fraud. After performing a general inspection of the home, the LeafGuard sales representative estimated that an extra 20 feet of fascia board would need to be replaced.1 The LeafGuard sales representative, giving his best estimate based on his general inspection, believed that an extra 20 feet of fascia board was needed given that the fascia board was discolored. More often than not, when our sales representatives see discolored fascia boards, the fascia boards require replacement. When the LeafGuard installers visited the home to install the LeafGuard Gutter System (“System”), the installers were able to complete a more thorough inspection and they saw that the fascia board did not need to be replaced. Neither LeafGuard nor our sales representative intended to deceive Mr. ******** or misrepresent any fact in any way. Moreover, please be advised that the sales representative that sold the System to Mr. ******** has been a LeafGuard employee for almost three years. To date, we have not received any other consumer complaints about this sales representative and there are no disciplinary matters in the sales representative’s human resources file.
  We greatly apologize for any inconvenience Mr. ******** may have experienced. Upon further review of our internal customer database, Mr. ******** was charged $134.00 for 20 feet of fascia board that was ultimately not installed. We have refunded Mr. ******** $134.00 by way of a 

  Customer response

  04/27/2024

  Complaint: ********
  Subject: Rejection of LeafGuard Holdings, Inc.'s Response to BBB Complaint
  Dear Better Business Bureau,
  I am rejecting the response provided by LeafGuard Holdings, Inc. ("LeafGuard") due to several significant discrepancies in their statement, which fail to accurately address the issues raised in my initial complaint. Below I detail these discrepancies and provide evidence to support my claims.
  Misrepresentation of Product Necessity and Condition:
  LeafGuard's Claim: The fascia board may have needed replacement due to discoloration.
  My Reality: The sales representative explicitly stated that the fascia board was "disintegrated," not merely discolored, which was falsely used to justify the urgent need for replacement alongside the installation of their gutter system.
  Evidence: Video evidence of the sales representative discussing the severe condition of the fascia board - ****************
  Customer Service and Misleading Information:
  LeafGuard's Claim: The issue was addressed professionally and without any intent to deceive.
  My Reality: The manager's behavior was extremely unprofessional; he denied that I was charged for the fascia and dismissed my concerns by stating I was not charged. There is significantly more video where he references the fine print of the contract to justify what the salesman did was allowed.
  Evidence: Video recordings showing the manager’s dismissive and rude conduct - ****************
  Misrepresentation of Sales Representative's Tenure:
  LeafGuard's Claim: The representative has been with the company for three years.
  My Reality: The representative himself stated he has only been in the sales role since November of the previous year and wouldn't have been in a position to deceive customers in the same way.
  Financial Impact and Misrepresentation of Cost Breakdown:
  LeafGuard's Claim: They did not address significant cost discrepancies.
  My Reality: The sales pitch misleadingly claimed other companies would charge $6,000 for combined gutters and fascia board installation, with $2,000 for gutters alone, and therefore stating that fascia board is valued at $4000 alone.
  Evidence: Videos showing cost representations by the salesman - **************** and ****************
  Inadequacy of the Refund:
  LeafGuard's Claim: A refund of $134.00 was issued for the fascia board that was not installed.
  My Reality: This refund does not compensate for the financial and emotional distress caused by the misleading sales tactics and 
  Given these points, I urge the BBB to review this matter thoroughly. The practices exhibited by LeafGuard have not only led to financial detriment but have also caused considerable distress. I am prepared to provide all necessary video evidence and further documentation as required.
  Thank you for your attention to this crucial matter.
  Sincerely,
  ***** ********
  
  

  Business response

  06/07/2024

  Tell us why here...The customer’s BBB complaint is duplicative.  The customer filed a complaint with the Attorney General of Missouri, which our legal department responded to in a timely manner on April 19, 2024. We also previously responded to the BBB complaint on April 22, 2024. This filing is duplicative.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought LeafGuard gutters 2015 for a lot of money, I am a senior, and I cannot get on a ladder to clean gutters, since I have bought them I have had nothing but troubles, the company takes forever to respond, in 2018, they where not working properly, and I called and it took several weeks for them to come out, when there crew where cleaning the ********** of them stated that they where installed incorrectly, but the Leafguard company did nothing about it, fast forward til now, I am trying to sale my house, and the inspectors have found damage to the roof, Leafguard came out, and she admitted the gutters where installed wrong, but they are ignoring me and will not give me a solution, and I will be contacting the ************************* and possibly litigation, WHY wont Leafguard stand by there products, and retrain there installers the correct way to place the gutters???????? This is a company that takes your money, and DOES NOT STAND BY THERE PRODUCTS

  Business response

  04/02/2024

  Spoke with customer at length regarding her roofing/gutter issues. Stated she was told by roofers and the inspector that the roof damage was caused by poorly installed leafguard gutters. Explained her gutters were installed by ****** in 2015, we are happy to warranty any warrantied issues with the gutters but we would not be responsible for any roof damage. Reviewed service file from when we were out in February 2020 and August 2023.
  Customer requesting management email her so she can send photos as well as have her roofer send over an e-mail. Provided customer our  contact information and let her know once we receive the email we can review and have a leafguard professional visit the job site this week for her. Customer appreciated the follow up and said she would send over the info via email and wait to hear from us.
  Follow up email sent to customer and cc'd PMs

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased Leafguard gutter system in Oct 2019. We paid approx $11,000 for the gutters. The gutter system was installed within 3 weeks. The company provided a lifetime guarantee in which paperwork/the signed copy of contract was not provided to us. We noticed water damage in our living room ceiling. My husband, an experienced carpenter, inspected the roof and noticed the faulty install of the gutter system which included faulty facia board install which allowed water to enter behind the gutter system, as well as, flashing that was only installed up to the first layer on shingles, allowing the water from the second set of shingles to drip behind the flashing creating/causing ice dams to form upwards on the roof. The ice dams caused water to leak into the roof, wicking into the insulation, causing water damage to the ceiling. The water also damaged the exterior behind the clapboard siding, causing rotting and a crack in our living room wall. We attempted to have the damage resolved with Leafguard, After numerous calls explaining our situation, the company sent out a supervisor, Kapil. Kapil offered to reinstall the gutters without fixing the damage. I went directly to the company - with another employee offering to reinstall the gutters - admitting faulty install, however they would not offer to cover even some of the damage, nor would they provide insurance liability information for us to make a claim to their insurance company. I have requested multiple times for proof in liability insurance at the time of install in person as well as via email, that the company is now ignoring/not responding to. I spoke with the General Manager, David D********, as well as the Regional Manager - Vincent M***** as well as Production Manager Matt B**** My Customer # is ********

  Business response

  04/22/2024

  We are actively working on the customer's complaint and will respond to the customer, with our findings, in the next week.  

  Customer response

  04/27/2024

  
  Complaint: 21502368
  
  I am rejecting this response because: the Regional Manager, Vincent M**** finally contacted me, and then my husband ******, via telephone on Friday, April 26.  His response was an attempt to completely deny accountability based on photos.  I invited, and requested, that Vincent M**** visit my home to personally evaluate the situation, and not offer insight without actually viewing the property. He declined my request.  Vincent Marsh completely dismissed my husbands' expertise knowledge of carpentry.  Vincent Marsh concluded the phone call by requesting further photos of the explained damage.  

  I replied to his phone call with an email offering further photos as to the cause of damages, as well as information provided by our HOI company's independent adjuster who visited our property.  

  
  Hello Vince~
  
  
  Thank you for finally reaching out to us regarding the faulty install of Leafguard's gutter system in 2019, which continues to cause damage to our residence.  Please be advised via this email, that I am once again formally requesting for you to provide information as to who was Leafguard's liability insurance company, legally registered as your provider in 2019, so that we may file a claim and request an adjuster evaluate the damage caused by your company's faulty install of the product.  
  
  
  While you did contact with my husband ****** (at my request), during your conversation you attempted to negate his 35+ years of carpenter expertise with your improper opinion, which was solely opined from photos.  With ******'s knowledge in carpentry, he estimates we are looking at a rough estimate of $10k+ worth of replacement for damage - and that is with him providing the entirety of the labor and without having looked at the sum of the damage. (He currently works 50+hrs/week as a Lead Carpenter Foreman for a ***** ****** ******) That is completely unacceptable- if I did not purchase your product, which ultimately resulted in damage, we would not have to completely rebuild an entire section of our home.  I foolishly thought I was doing a good thing on our newly purchased first home by purchasing your product-paying $11,000 - only to find out that it is now going to cost thousands - which the complete dollar amount is unforeseen until we remove the interior/exterior - to rebuild the entire wall/ceiling and re-do the roof-Does that sound acceptable to you as a homeowner? 
  
  
  I am grateful that my husband is an amazing carpenter and has the complete knowledge of not only what would be required - down to the exact nail count- as well as how to complete the restructure, however, your adverse response to his expert insight of the how the damage was caused was demeaning and completely unacceptable.  With your statement to me, that you have been with Leafguard for 6 years, I would assume you have knowledge of install, knowledge of the components, and how the gutter system should work, but do you also possess any of the knowledge to determine how a faulty gutter installation would affect every facet of the roof, seams, shingles, and the wicking effect of insulation? That is the talent my husband possesses, and if he thought for 1 second that the damage to our home was not caused by the installers of the Leafguard system in 2019, he would not have even mentioned it. 
  
  
  Due to your company's lack of response, we did reach out to our insurance company, who provided an independent adjuster, which came to inspect the damage.  His response is as follows:       

       He showed me the area above water damage where the installers ripped the starter strip when installing their initial metal flashing (started under starter and       switched to over starter strip shingles). 

  
      I did report to the Carrier that the gutter insulation was improper on the left side of the
      building where they tore the shingles to transition the metal flashing from above to 
      below the starter strip shingle.    
  
  
      We will also write a letter to their insurance company to place them on notice for water damage due to improper installation.
  
  
  Please take a moment to review the attached photos.  I have also included photos of the faulty install in between the starter strip and the first course of shingles- please see attached photo of the obvious rip performed by your installers, and where they switched from over to under - this is where the water enters in between the shingles enters instead of over. If you can honestly state that this is a "perfect" install, after looking at the roof photos, as well as the photo of the endcap area where the metal is obviously gapped prior to the drip edge - I will completely understand how you operate as a business manager- money first, company integrity last. There is obviously a reason why we are not the only complainants on the BBB website - who "coincidentally" have situations very similar to ours - including the improper sized fascia board.  
  
  
  I will be forwarding this updated information to my complaint to the BBB as well as the NH State Attorney General's office.  An acceptable offer of rectification would greatly be appreciated. An offer "to redo the gutter system", previously proposed by both Kapil and Matt, which to me only acknowledges fault, and does not address the extent of our issue.  
  
  
  
  Regards,
  
  
  Regards,
  
  *** ************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Leaf Guard gutters in the Spring of 2019. We have had nothing but issues with these gutters since the initial install by a Team of installers from ********. We have been told our gutters should have been installed by a team from ********. We continually have downspouts that won't stay attached to our home and we have an issue with runoff causing severe icing of our front porch in the winter. The ice is so severe that we cannot use our front door and the mail person has issues getting to the mailbox.Every 6 months since the initial purchase we have had repair men here who NEVER fix the issues. The latest repair has taken since August 2023 to February 2024 to get someone to our home to survey the issues. The latest person ******************* surveyed the issues, made a repair list, supposedly ordered replacement parts and when the repair crew arrived, they were not aware of the work that was supposed to be done. To date we have not received any type of communication from Leaf Guard. We have asked numerous times to have our money refunded and for them to take back their c*** gutters. All we want is our money back so we can purchase gutters that will work and protect our home from water damage.

  Business response

  04/25/2024

  Production took care of this customer today. She was satisfied when we left. Downspouts are secure to the home. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told at the time of my purchase that these gutters will not clog. However now they are clogged and not draining properly. I was also told that these gutters came with a lifetime warranty. So.If they did clog I could call them and they would clear the gutters at no charge. I called Leafguard and was told that there will be a fee of $100.00 to come and unclog the gutters REALLY!! As far as Im concerned what they are doing is fraudulent business practices I do need these gutters cleaned UNDER THE WARRANTY at NO CHARGE as stated in the contract. May I hear from someone ASAP. About this matter. They also make it impossible to call their corporate office. This company is practicing BAD BUSINESS!!

  Business response

  04/17/2024

  This customer was serviced at no charge for the clog they had.  The warranty does not cover the cleaning of gutters, only removal of clogs from gutters.  

   

  We are happy to service them with no charge if they have a clog.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had LeafGuard gutters installed on my home at **************************************, in August 2017. However, seedlings still collect in the screening on parts of the gutters. I need to have someone from LeafGuard clean out these seedlings. I have contacted the main number at ************ on 12/13/23 and 02/02/24 and also sent a message through their website on 12/28/23 with this request. No one from the company has contacted me to do this job.

  Business response

  04/05/2024

  Hello, We have made several attempts to contact the customer to schedule a service visit. The General Manager and Installation Manager have made several attempts to contact the customer and have left voice mails with no response from the customer. We have also sent a service team to the home to attempt to service the issue while the customer wasn't home. We would love to service the issue and provide a positive resolution, however, we need the customer to contact the ** so we can properly assist and fix the issue.

  Customer response

  04/06/2024

  
  Complaint: 21277995
  
  I am rejecting this response because the statements made by LeafGuard are not true. I was finally contacted by ***********************, General Manager-********, by email on March 20th and I called him. He said he would have someone come out on April 2nd to clear the gutters but no one came and no one has called. Also, *********************** is the only one who has ever called and left a message on my phone and that was only one time. Furthermore, no one from LeafGuard has been to my house. I have a Ring camera and can see all the comings and goings from my house. LeafGuard has not been here.
  

  Regards,
  
  *****************************

  Business response

  04/24/2024

  We have since sent a service crew to the customers home and removed debris from her valley on her roof. This is not an issue with her leafguard system. Debris build up on the roof is not something leafguard can prevent. We apologize for any lapse in communication and are happy to have resolved the service issue. 

  Customer response

  04/25/2024

  
  Complaint: 21277995
  
  I am rejecting this response because the debris was NOT on the roof. The debris was IN the Leafguard gutter system in at least 6 places and it is the responsibility of LeafGuard to clean it out. The screening used by LeafGuard does not prevent seedlings from sticking into the screening. Apparently this is a flaw in their system. I paid to have the Leafguard system installed so I would not have to climb up to the roof to clean the gutters. The service crew was rude and argumentative but did eventually remove the seedlings from the gutter screening.
  
  
  
  Regards,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩