ComplaintsforLeafGuard Holdings, Inc

• Initial Complaint

  09/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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. ↩