Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/20/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Back in May, I needed to upgrade my gutter system and LeafGuard had a television ad which included a $50 promotional gift when you allow them to come out, inspect your gutters and give you an estimate. They came out 5/24/2021 did this with a verbal estimate of $25,000. They came down a little with some discounts, but were still way too high. They were here almost 3 hours, left me the form saying I earned the $50 promotional gift, but no written estimate. I called LeafGuard on 6/17/2021 about gift and written estimate, and they said that I had to send the form in to the corporate office. And, I did. On 7/29/2021, I had received nothing, so I called again. They said the manager would call me back within 48 hours. On 7/30/2021 he did call me and said that they would mail me both the estimate and $50 gift. On 8/3/2021, I got the estimate, but still no $50 promotional gift as of today, 9/20/2021.Business response
09/21/2021
General manager personally delivered $50 gift card to customer 9/21/21. The issue has been resolved to the satisfaction of the customer.Customer response
09/21/2021
[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
09/15/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of the job, June 16, 2021 for $9,000.During the heavy downpour, we had water back up in the basement. I had the sewer rodded and only a small hairlike roots was removed but not enough to cause sewer blockage. The conclusion is that too much water entering the underground sewer. We did not have sewer back up prior to the new gutter.We have three downspout, two in the front of the house and one in the back.The gutter was installed with the slope directed more towards the back. I pointed this out to the installer who is supposed to be experienced and professional technician. He had an explainaation I could not remember or understand. I emailed ************, the ** about the problem. He suggested a solution by removing the downspout that takes the water underground and adding an extension. This is a city code violation without proper drainaage. Have not heard from him.What I expect is a techician to correct the slope or pitch to minimze the water directed towards the back.Business response
09/16/2021
The General Manager ("GM") reached out to ************, offering a solution for her concerns, advising we could get started on the service. ************ advised her husband was working on seeing the flow of water from both sides, noting they would get back to us once he was done. LeafGuard will service the customer as soon as they are ready.Customer response
09/17/2021
Complaint: 15868527
I am rejecting this response because:
Regards,
***********************Customer response
09/18/2021
[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 ********, The initial solution to install another downspout was rejected by me. We discussed with the installer regarding the alternative solution which was well received. I am satisfied with the outcome
***********************Initial Complaint
09/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Work was done on **** and ****, They worked until dark both days, On the last day they said they would come back on the following weekend or the following Monday or Tuesday to install a diverter in the one corner and bring 2 items ( a concrete splash guard and black pipe extensions ) that we paid for and the warehouse was temporarily out of. We have had several emails and phone calls promising follow-up (from ******************* and ***************************)to complete the work and no one comes and no one calls. We paid $18,000 and feel that if we are getting this type of run around on completing work what type of service will we have on our 50 year warranty? The order was under ********************* and the Ld# *******Business response
09/13/2021
A service has been set to resolve all noted issues.Initial Complaint
08/27/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
We wrote a check for $4,000 as a deposit for a $12,500 gutter replacement job to be completed on Aug 6, 2021 for our home at ** ******* *** ********** ** on August 2, 2021 and handed it to LeafGuard's salesperson Shaun at our home. 1) Shaun photographed the front and back of our $4,000 check. He then uploaded these photos and incorrectly (illegally) entered the numerical amount $12,500 into his banking application resulting in an incorrect withdrawal of $12,500 from our bank and payment to LeafGuard; 2) LeafGuard could not perform the job on Aug 6, 2021. On Aug 6, 2021, Frank ********, LeafGuard's MA and RI General Manager (**** ************* committed to remove the material left at our home and return our deposit; 3) Frank ******confirmed by SMS, voice and email that LeafGuard would refund our $4,000 deposit. Three weeks have passed but we only have Frank ******* reassurances rather than the refund due or a commitment when the refund will be issued. We need your help to get our refund.Business response
08/31/2021
I called Mr. ****** and left him a message that the refund was scheduled to be delivered today. Should he not receive it or needs anything else, I asked that he call me back. It was an unfortunate error that the check was deposited for the incorrect amount, and that in turn caused a delay with the banks to rectify the situation properly. It was never our intention to wrongfully withhold any funds, and we apologize for the inconvenience that this may have caused.Customer response
09/03/2021
[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 reviewed the response made by the business in reference to complaint ID 15805889. After their serious data entry "error" and job cancellation, our refund was finally received three weeks later than promised. This was after contacting the BBB to request their help which followed literally dozens of followup phone calls, escalations to LeafGuard's customer service center, many texts and multiple emails.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
One Tower Center Boulevard
E Brunswick, NJ 08816
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
289 total complaints in the last 3 years.
90 complaints closed in the last 12 months.