ComplaintsforLeafGuard Holdings, Inc

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have (had) a lifetime warranty on our gutters which included cleaning clogs. We just had our roof done. They came today to clean clogs consisting of birds nests, they started cleaning them when their boss called and said because we didn’t have the gutters removed before the roof was done our warranty was no good. How could we have known this? It’s not in the warranty and no one told us!!!

  Business response

  08/20/2024

  Service scheduled for 8/21 to unclog gutter. 

  Customer response

  08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ****** ********

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 14 2021 I had gutters installed with facia inserts due to my facia being slanted. When gutters were installed they were to wrap the wood to keep it from rotting as it was raw wood. The first rain we had I noticed the water coming between the gutters and wood extensions. When I called to have someone come out they came out and took pictures. I have called regional Mgr many times and left messages but no answer at all. I suggested to slide a piece over the gap to correct the problem as the have not responded as of this date with any solutions. Also they left me with raw wood cuts that were never covered. My foundation is getting flooded with each rain and the amount of money spent is a fraction of what the lack of water protection is causing. All I want is a response to fix and I have suggested applying a cover over the gap which would solve my problem but after they came to take pictures I haven't heard from them.

  Business response

  07/30/2024

  The local General Manager and Production Manager will be meeting with the customer tomorrow, 07/31/2024, to assess the job and address the concerns. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 7, 2024 we had Leaf Guard attempt to install their gutters on our home. They worked for hours and finally told us the job couldn't be completed because one of the pieces was about a foot short. And neither did they install 2 down spouts because of the need to replace the long length of gutter. We assumed they would inform the Production Mgr, ***************************. We heard nothing so I called him. He appeared to know nothing about it and didn't want to believe me. Time went by and again we heard nothing so I called the General Mgr, ***********************. He knew nothing about it so he said he would straighten it out with ******** early the next morning. Again we heard nothing. (Their communication with customers is non-existent.) One morning, the 2 man crew was here and installed one of the missing drain spouts. We asked them if they knew what was going on and they knew nothing. I have not heard a word from anyone. We had a half inch of rain 2 nights ago and where the missing drain spout should have been was like *************. I have sent the ** videos. I also observed a deluge of water outside the front of the house which I need to discuss with someone should I ever talk to anyone again. Each time I have spoken to the **, he assures me that they don't do business like this. I gave the sales rep a check for a $5000 down payment and financed the balance. That company is wanting to set up payments and I don't want to until the job is finished to OUR SATISFACTION. I wouldn't recommend this Franchise to anybody!

  Business response

  07/25/2024

  Thank you for reaching out, we apologize for the delayed response and we aim to resolve your concerns as soon as possible. We thank you for your patience and understanding. We have a service appointment scheduled for monday 7/29.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased "Guaranteed No Clog Gutters" in 2010, but every 3 to 4 years the gutters are completely clogged and the company came out to clean out the leaves. However, this year the company insists that I MUST power wash all gutters BEFORE they will clean out the leaves. I do not understand why I've got to pay a power washer, quoted price of $250.00, before they clean out their "Guaranteed No Clog Gutters", as their TV ad and sales contract states.

  Business response

  07/19/2024

  After further speaking with the customer it appears there was some confusion with what was communicated. In November 2021 we were called out for clogging and removed some birds nest and it was noted that the customer was hanging multiple bird feeders from the gutters that caused them to deform on the bottom portion of the opening getting wider. This obviously allows more debris or birds to enter the system. He was told this was an issue. We heard from him again in November 2023 for clogging again and we sent a crew out. This was the exact note entered and communicated at that time:
  
  *** 2023-12-05 14:25:15 [ ***MIL ************************************* - ************************************* ]
  Customer not home. Cleaned out front gutter. Gutters need a serious cleaning inside and out. Multiple bird feeders hanging on gutters in back pulling the face down.
  
  This customer lives in a very heavily wooded area which is causing the outside of the gutter to become very dirty which in turn will cause the water not to adhere to the gutter and overshoot. So it was again explained that the heavy bird feeders should be removed and we could come back out once weather is above freezing so that we could properly clean the inside with all the mud and sut inside but told him the warranty does not cover us cleaning the outside of his gutters and that he would need to do himself. In February 2024 we returned to check for service but it was still frozen mud and sut inside of the gutter. This customer then contacted us back in June 2024 stating he still needed service for cleaning and overshooting. Production informed him we will set date to service the inside but he would have to power wash the outside as it was what is causing the overshooting. Service date was then set and canceled by customer who was confused by what was being stated. Production manager spoke to him and wife on the phone 7/17 and he stated he didnt mean to file BBB complaint and understands what is needed and ok now with further explanation. 
  
  *************************
  General Manager
  O:************  
  E:**********************************
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gutters are not pitched properly. Water overflows from gutter into basement. When bought, lifetime guarantee was stated. Called today talked to Will or ****** the manager, says he has to charge for service that was guaranteed. So there is NO LIFTIME GUARANTEE.

  Business response

  07/10/2024

  Good Morning,
  This customer was installed back in 2010 by an individual franchise. We have had no contact with this customer since taking over the area in 2019 until July 8th 2024. We explained this to the customer and also explained we will service whats needed to be done but do charge a $300 service charge for anything outside of the lifetime warranties of No Clog/ No Pull Away or Detachment/ Paint Finish. There is not a lifetime workmanship issued with Leafguard. Again, there had been no documented complaints of workmanship for years. This customer was not only being verbally abusive but also hung up without allowing me to attempt to explain everything to him. We stand by all of our warranties.

  WARRANTIES
  To the fullest extent allowed by law, the written warranties below shall be the exclusive coverage and remedies for any and all claims relating in any way to the products supplied by and/or the work performed by LeafGuard under this Agreement.
  1.The Lifetime ****************************** ***** the manufacturer of the LeafGuard Gutter System, provides you with a manufacturer warranty for the finish on the LeafGuard Gutter System. You may review and print a copy of this warranty at www.leafguard.com.
  2.The **************** No Clog Warranty. LeafGuard provides you with a warranty against the LeafGuard Gutter System becoming clogged by debris. Should the LeafGuard Gutter System become clogged by debris, LeafGuard shall remove the clog at no cost to you. The gutter is considered clogged when the water will no longer flow freely through the downspout.
  3. Lifetime No Detachment Warranty. LeafGuard provides you with a warranty that the LeafGuard Gutter System will not come off or be pulled loose from the fascia boards except from non-ice or non-snow-related acts of God (e.g., wind, lightning).
  4. The Workmanship Warranty. LeafGuard provides you with a warranty on its workmanship for a period of two (2) years.
  LEAFGUARD HEREBY EXCLUDES AND DISCLAIMS ANY AND ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING BY WAY OF ILLUSTRATION AND NOT LIMITATION, WARRANTIES OF FITNESS FOR PARTICULAR PURPOSE AND MERCHANTABILITY. THE LIMITED WARRANTIES CONTAINED HEREIN SHALL BE IN LIEU OF ANY OTHER WARRANTY, WHETHER EXPRESSED OR IMPLIED. LeafGuards liability under any warranty is limited to the amounts received by LeafGuard for services rendered under this Agreement. In no event shall LeafGuard be obligated or liable for incidental, special, indirect, or consequential damages of any kind for the breach of any express or implied warranty..
  
  Thank you,
  
  *************************
  General Manager
  O:|C: **************
  E: ********************************** | www.leafguard.com
  

  
  

• 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.

*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. ↩