ComplaintsforLeafGuard Holdings, Inc

• Initial Complaint

  10/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Leafguard in ****** last week and spoke with a project manager named ***** I told him that rain water was not coming out one of my down spouts. Leafguard has a guarantee that your gutters will never clog! He asked me if l had cleaned out the drain screen. I checked and there is no drain screen on that corner. Also, two of their employees came out earlier this year to fix the gutter that was leaking water onto the wood below it. They bent back the expensive shingle but couldn't fix the problem because there was water in the gutter seam. They said someone would come back to fix it. When l spoke to **** this last week, he said that they would come out and do an inspection for $150.00. If they needed any supplies that they had to go and get there would be additional charges. All l want is my dripping corner gutter fixed properly, that there was no charge for the first time they came out and my guaranteed no clog downspout fixed.

  Business response

  10/19/2021

  Local management is working with customer to resolve.  

  Customer response

  11/01/2021

  
  Complaint: 16032605
  
  I am rejecting this response because: 

  ***** from Leafguard came to check out my leaking gutter and fix it on 10/23/21. He didn't fix it because there was too much sealant in it from when two other Leafguard employees had come over last March and tried to seal it but there was too much water in it. They bent back my expensive roof shingle and it's still bent. ***** got up on my roof and found a lot of problems with the original installation. During a visit previously a Leafguard employee removed rivets to fix leaks and replaced the rivets with screws, which now leak. He saw that my gutter had turned silver from tan. ( Leafguard has a lifetime guarantee  on their powder coat finishes as long as they are not painted) ***** took about 50 pictures and forwarded them to ***, the Leafguard General Manager,  I spoke with *** this morning and he told me that they were working on a plan.

  
  

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

  ************.

  
  

   

  Business response

  11/02/2021

  working with the customer as stated before. we consider the issue resolved

  Customer response

  11/03/2021

  
  
  Complaint: 16032605
  
  
  I am rejecting this response because:no repairs have been made. I just want it fixed and be up to Leafguard standards.
  
  
  
  
  Regards,
  
  
  ***************************

  Business response

  11/04/2021

  see previous comments. 

   

   

  Business response

  11/07/2021

  Service on the LeafGuard system has been completed.  

  Customer response

  11/08/2021

  [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. Most of my issues were well taken care by the wonderful general manager *** and his crew. *** said that we would have to wait for rain or snow to see if the second story gutters leak. I appreciate them coming to my home and addressing my issues.
  
  Regards,
  
  ***************************

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leafguard Gutter system - reported blockage and have repeatedly attempted to get service - promised for 7th October then told the 8th and subsequently no contact. Phone number *************) is not answered or goes to answer phone which reports as full and not accepting new messages. We also contacted the main service number on the Leafguard website who gave as another number to contact *************) which was unanswered and also said they would get the local branch to contact us which has not happened. The blockage is causing an overflow and was spotted due to a plant growing out of the gutter.

  Business response

  10/12/2021

  The manager was able to speak to the customer yesterday 10/11 and scheduled service for today 10/12. The service call is scheduled to be completed today.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had leaf guard install gutters in June 2020.in September 2021 noticed living room soft and mushy.Our contractor said we had floor damage from gutter leak.Insurance notified. Adjuster assessed damages and said it was caused by gutter leak. Leaf guard notified by me and insurance telling them they were responsible for inside and outside damages. They repaired the gutter but not the inside damage.They said gutter was installed incorrectly. The final damage is $816 inside. Our deductible is $1000.00 no insurance payment . Neither the insurance or I have heard from Leaf Guard to date...October 7 2021.They should pay for the damages.

  Customer response

  10/22/2021

  [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:
  
   A Leaf guard rep came today with a mutual agreement to settle the complaint for interior damage caused by a gutter leak for $816.00.This was agreeable to me.  The payment is suppose to arrive in 4-6 weeks or before.
  
  Regards,
  
  *************************

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Leaf Guard came out and installed gutters on my home on September 10th. There is a bay window at the front of my home where the gutters were improperly installed. Me and ***** the sales rep, talked in detail about the bay window and he assured me it would would be properly trimmed. It was not. The water runs past the gutter and down the facia. I've called in 4 times to the customer service department and have not recieved a call back. I've also contacted ***** the sales rep, and he has promised me that his manager would call me back. No return calls at all. The last contact I had with him he promised me that the repair guys would be out this past monday, October 4th, but they never showed nor did they call me. They also removed my gutters from my home. Me and my fiance clearly told **** and I also informed the guy that installed the gutters that I wanted to keep my old gutters. **** told me that his supervisor would address the missing gutters with me as well. I'm very disappointed!

  Business response

  10/08/2021

  The local General Manager is contacting the customer to resolve the scheduling issue and the installation concern.
  
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought gutters from Leaf Guard and they installed them. They leaked from the very beginning. Crews were sent out multiple times, but the problem persisted. Finally one crew told us that the gutters were made wrong and needed to be replaced, but they didn't have gutters with them. Another crew came out and said that it was just the brackets were on wrong and now we had rotted facia board that needed replaced and didn't install new gutters. Still had the same problem. Another crew came out and had no gutters to put up. I told them I would wait one week and if the problem wasn't solved, I was contacting the BBB. One week is up today and we haven't heard from them since last Thursday.

  Business response

  10/01/2021

  A service was set and moved a few times because we were unable to contact the Customer, ****************, to confirm the day and time.  The person who filed the BBB complaint, once we spoke to her, informed us that **************** changed his phone number, or phone and we were not aware, nor was he aware we were calling him to confirm a day and time.

   

  The service is set for 10/04/21 and ******************, who we contacted once we had her phone number through the complaint, confirmed the date was ok for Mr. ******** ********  This has been resolved. 

  Customer response

  10/18/2021

  
  Complaint: 15922499
  
  I am rejecting this response because: 

  This has by no means been resolved.  They sent a crew out and they did one side of the house the way it should have been done in the first place.  We had to reschedule the other side because the power needed to be turned off so they could work safely.  We did so, and the second crew did not do the work the same way as the first.  The first crew (2 men) were here for 8 full hours.  The facia board was replaced, covered and the new gutter was installed.  The second crew (1 man) was here for about 4 hours and he pieced wood in to make it even so a gutter would hang right.  I am very disappointed in the way this has been handled.  *****, the person we spoke to, told us on the phone that the second side would be done the same as the first, but the man doing the work told us he was doing what he was told to do.  Therefore, I can only assume that ***** lied to us.  As far as whether they function as they are supposed to, we haven't had a hard rain yet.  We had a light rain and one endcap on the second side seemed to be leaking.

   

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

  Business response

  10/19/2021

  see previous response, we now consider the issue resolved. 

• Initial Complaint

  09/29/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I wish to cancell my complaint it has been taken car of

  Business response

  10/05/2021

  Please see customer's request above to close this complaint.  Thank you.  

  Customer response

  10/05/2021

  [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

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gutters were installed on August 19th 2021 at the cost of $14,852.06 The contractor cut away part the roof, because the gutter pieces were too long, and two of the insert were not long enough to stop the flow of water. The workers said they would bring the new ones out by **** or 12:30 following Friday 9/24/21 they did not show up or call, I then called their office and was told they would call me back and have some one come and look at the problem. On one called, this is the third time they have said some one would call. No call, when I try to call the five phone numbers no one will answer.

  Business response

  09/29/2021

  Local management worked with customer to resolve 9/28/21.  

  Customer response

  09/29/2021

  [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

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract not meant. Left old gutter in place which cause the water to get under roof tile and cause further damage. After three attempts and 2 no shows to fix any issue was never made. Heating elements above gutter guards were never replaced after removing, debris, nails, and straps left all over the yard. I feel helpless and dont know where to turn

  Business response

  09/29/2021

  This is not a LeafGuard customer wrong company

   

   

• Initial Complaint

  09/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired Leaf Guard to install gutters on my home located at *********************************. I gave a $3,000.00 deposit on my US bank card. The gutters were installed May 11. I paid with a check in the amount of $4,600 and the remaining balance on Discover for $2,048.00. A few days later a representative from Leaf Guard telling me I had an outstanding balance of $3,000. and I said no I did not. The man said my card was declined. I asked the man if that was true then why would Leaf Guard install $9,648. of gutters if my first payment was declined. I sent him documentation from the bank that it cleared the transaction. I received 4-5 more calls requesting the money and I told them I would call a news station to do a story. The workers did not want to install a gutter in the front of my house, did not put screws to hold it and it fell off. I have called them 5-6 times and they say they will call you. A representative called me and said he would call to schedule appt. No call .

  Business response

  09/29/2021

  Local management is working with customer to resolve.  

  Customer response

  09/29/2021

  [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 as good as its going to get. They sent *************************** to inspect the gutters and he was not happy about having to come to my home because he was the one who was calling me and telling me that I still owed $3000.00.  I asked his name and realized who he was and he had excuses that the corporate office told him to continue calling me demanding payment.  He didn't want to admit that the customer service I received does not represent the well know name of their company. He had plenty of excuses of how many times he called me and I asked him why he didn't contact me by text or email.  He had no problem connecting with me by email.  He said, "don't shoot the messenger".  I have a direct number with ******************* and if I have any further issues, I will contact him.  ******* gave me his business card but I do not want to communicate with him in the future.
  
  Regards,
  
  ***********************************

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED THE LEAFGUARD GUTTER SYSTEM AND I HAVE 2 LEAKS THAT THE COMPANY HASN'T ADDRESSED. THEY SENT A YOUNG KID OUT WHO WAS VERY CONDESCENDING AND DIDN'T ADDRESS THE ISSUES. I HAVE MADE MULTIPLE PHONE CALLS AND NO RETURN CALLS TO SCHEDULE AN APPOINTMENT. THE **** CAME WITH A LIFETIME GUARANTEE, AND I EXPECT THEM TO UPHOLD THAT GUARANTEE.

  Business response

  10/05/2021

  Customer created complaint on 9/24 after he asked service crew to leave on 9/21 (crew was sent without scheduling to try to expedite service).
  
  Crew returned on 9/27; resealed outside corner, addressed bay miter, and cleared small clog. Customer was satisfied.

*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. ↩