ComplaintsforLeafGuard Holdings, Inc

• 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,
  
  *****************************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got the gutter system installed 1/31/24, unimpressed with the entire process. High pressure sales (at the home for 3 hours, told one percentage rate and loan paperwork says otherwise) Implemented right of refusal within 3 days of signing the initial contract. Called and spoke to the manager and general manager who promised a call back and has now avoided me for going on a week. Multiple attempts to call leaving messages for him to with no reply. The contracted workers were ill informed on how to install the system. One worker found it appropriate to become physically violent with their tools and supplies when met with pushback on how the job looked. Intimidating an older client. The entire job is unacceptable and I want the work undone and loan voided. This isnt going to go away, contact me.

  Business response

  03/22/2024

  The local General manager is working to resolve this dispute.  

  Customer response

  03/26/2024

  [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/ continued on the phone in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Leafguard installed gutters at my home a couple of years ago. This past summer we notices issues with the *****. Leafguard came out (November 2023) and looked and it, and verified a faulty installation. There is eave, roof and truss damage as well as mold in the area. I was asked to get three estimates for repair of the damage. I submitted those three estimates in December 2023. I have not response and have called several times and emailed the company as well.Phone call go to a call center. Each time I call, I am promised an "escalation" of the issue and promise of a call-back within ***** hours. No return call or email has been recieved.

  Business response

  03/07/2024

  We apologize for the delayed response to the customer. We have received the quotes for the damages caused by installation and have spoken with the customer to move forward with a resolution to have the repairs completed. We sent an agreement document so we can issue payment to the customer for the repairs and we have spoken with their contractor to notify them that we accept their quote for the repairs. The general manager and production manager have been in communication with the customer to ensure the service issues are repaired.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed a Leafguard system a few years ago, just before the pandemic, and we have had issues ever since. The crew that completed the initial installation made a number of mistakes that very adversely impacted the efficiency of the system. One of the problems we had was with ice build up. After we contacted the Leafguard office in the **************** and expressed our concerns, we reached an agreement that involved removing the old system and replacing it entirely. We are still having a problem with ice backup on the edge of the roof and icicles that creates a danger to our clients during drop off and pickup at our daycare. We had a basic, open gutter system for 35 years without any icing problems whatsoever. It is our desire at this point to have the system removed and we will replace it with a basic open system we had before.

  Business response

  02/01/2024

  The local General Manager spoke to the customer about the icicles. The ** explained that gutters cannot produce, create, or manufacture icicles and that they are caused by heat loss through the roof. The customer understood. The ** went over with the customer that in his contract there is a page dedicated to icicles.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . I called the business to come and remove the cutters so that I can get siding done on my house. When it came time for that we found that there was damage on the west and east side of the house. I called the business an they told me it would cost ********* to remove. I can not afford that. I then had an insurance adjuster come out and I was given an estimate and me being blind, I did not see that they upgraded my system, I only found this out when the adjuster came here. I have received a check to replace the cutters and I have reachout out to the business to have this done. I have spoke with three employees, ****, *** and *******. letting them know I have been waiting for them to set something up and no one is contacting me back. I have called corporate and they told me they have a discount and this time of year yet I was not offered a discount. 

  Business response

  01/08/2024

  General manager for our ****** branch is working with **************** . We have the job as mentioned in initial complaint scheduled. We are Currently we are on hold till Feb. customer is waiting on their roof and siding work to be completed before a Leafguard install. ***************** met with customer and picked up the deposit check, as well as dropped off a color wheel so him and his wife could make a final decision and they have chosen white for everything.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around three years ago I purchased gutters from Leaf Guard, I paid about $8,500.00, they said the gutter guards would keep leaves out and the product is faulty. On the north and west side of the house the gutters are loose! I've called the (about 20 times) company and sent text messages, I even sent them a video of the (when it was raining) problem. They have come out three times, before I sent the video, but the situation hasn't gotten any better.

  Business response

  11/28/2023

  The Regional Production Manager from the Chicago branch spoke to the customer yesterday.  He set a service call for tomorrow, 11/29/23, to address their concerns. 

*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. ↩