ComplaintsforLeafGuard Holdings, Inc

Gutter Guards

HeadquartersMulti Location Business

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Initial Complaint
11/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Signed a contract 12/15/2023 ********), placed a $4000.00 deposit. They eventually decided they couldn't do the job unless I removed a large tree at the corner of my house. I decided against removing the tree, & requested a refund of my deposit. Since then I have contacted the general manager on several occasions @ ************* He said he would have it taken care of. Since then I have contacted this guy several times with the same response but never received a refund, or any other contact. It has been almost a year since the initial contact with this company.
Business response
11/13/2024
Accounting has sent a new check and stopped payment on the old check (Which was never deposited). I have updated the customer with Tracking information via text and spoke with him over the phone to give him a full status update. I will check back with him once tracking shows it has arrived.
Customer response
11/13/2024
[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. I received a quick response, which was resolved with a refund. Evidently the first check was lost. I appreciate the quick action by the company.

Regards,

**** *******
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The life time warranty is not being honored. There is no customer service . Have been calling since the end of September to try and get someone out to repair our leaking gutter system . Always told someone would call back in 24 hours , but it never happens . On top of that the facia trim was installed with no drip edge - just a 90 degree bend so during heavy rain water just rides back and splashes against the soffit. Currently the gutters are leaking from the inside corner pieces . When the facia was installed , we were not told they would not be installing a matching color so the prow section would match . Very , very disappointed in the whole way they run their business . Still picking up parts from the old system - brackets , screws , ect .
Business response
11/04/2024
A service has been scheduled for Friday 11-08-2024
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Had Leafgurad installed on September 17, 2024. The salesperson identified major soffell problems and advised me that Leafgurad would repair 22 feet of Soffel. The crew left a major soffell problem unresolved. This is an obviously exposed area of my home; the crew applied wood filler and a bunch of chalking. I called the salesperson, and he asked for pictures and advised me the project manager would review them. The project manager came by reviewed the problem and did nothing. I requested this be repaired, the project manager told me he would have a crew member come by on Thursday, September 19. No one has come by, to resolve the problem. I have called the salesperson twice no returned calls. I called the service center on October 16 and asked that this problem be escalated for resolution. There have been NO calls thus far.
Business response
10/28/2024
We apologize for the delayed response. We have spoken with the customer and have a service visit scheduled for 10/29/24 to resolve his concerns. Thank you
Customer response
10/29/2024
[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
10/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Leafguard kept rescheduled the job multiple times. They would not show up and would not contact us. They kept making excuses. Finally, I said just forget it. Just refund me my money. Now they won't even take my calls. They are crooked and deceitful. I want my money They stole from me.
Business response
10/04/2024
Confirmed that the refund was deposited by accounting team : usually will take 7-10 business days to reach account . Check processed 09/ 27
*** 2024-09-27 16:09:23 [ OALeafguard Holdings - ****** ********* ]
Check refund request has been submitted as per the IT ticket#CASE-*****
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I own *** ******** ******* of Bristol, Connecticut with the phone number ********** at the address of *** ****** ******, Bristol, Connecticut, 06010. Recently I discovered that when I google my business a fraudulent business ad comes up under me with my business' name, address, A PICTURE OF MY HOUSE, and a different phone number. The phone number belongs to Leafguard, when you call the number on that Ad that is using my business name, it brings you to their call center to buy their product. I believe they are not only poaching my customers but are responsible for this ad.
Business response
10/13/2024
Our marketing department is in direct contact with the party who filed the complaint and his daughter. We are working with them to resolve the situation by contacting Google to change the information online to the correct information. This was an error on Googles part.
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had LeafGuard gutters put on my house in September. The installers were suppose to angle a downspout. Instead it sits right next to my foundation. So as the water sheds it is right next to my house and foundation. I have called numerous times to no avail. When they finally sent someone out it was a salesman! He asked us why we didn't put gutters on our garage, I told him they could put them on at no charge. He then preceded to take pictures of our downspout . I haven't heard anything from LeafGuard since. I still don't know why they sent a salesman when they knew that I was already a customer. All I need done is the downspout to be angled away from my house.
Business response
10/02/2024
A service is set up to correct the downspouts on 10/3/2024.
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
the date was July 9, installed July 12. The product is fine, its how the sales *** presented himself, he never asked how I was going to pay for the product, options were MC, ***** AE, Discover, check, cashier check or cash. I never got to chose any of these, instead he calls **************, told him no, I have 2 accts with them, dont want anymore, Then he goes to ****************** in ********** Fl. Told him I was paying thru my CU, that ruffled his feathers. He did what he wanted, that really p---- me off. So he gets to double dip, commission for the gutters, and a kickback for snding new customers to this financial group, whats wrong with the ones in **************???? Plus, I never got any paper work, no warranty, no invoice, no paper showing the discount, this was bad all the way. Ive sent letters asking for the paper work, nothing. I want the paper work, *** already paid off the gutters, not financing them for 18 months.
Business response
09/26/2024
Gm is reaching to customer today 9/26 to address concerns. Service appointment was scheduled and conducted September 12th. customer satisfied per local management at time of service. We will be able to provide customer with all financing documents signed at time of purchase and verify.
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Saturday, March 23, 2024 my husband and I attended the home remodeling expo at the ********* in **********************, ****. We Were approached by some people from Leafguard And they asked us if we were interested in their product. We told them we do need new gutters, but we were on a timeline and we werent going to do it right now. That we insisted that we have them come out to do an estimate because we could get a $50 gift certificate for dinner to Red Lobster.That same day we scheduled an appointment for Monday, March 25 at 3:00pm. On Sunday, March 24 we received an email confirmation of the next day appointment. We kept the appointment and *** came out. We received a full quote and even let *** talk us in to trying to get financing through their lenders. We were not approved but being approved was not a stipulation for getting the gift card only having someone come out to do a quote for us and we fulfilled our obligation.Since March, we have called Leafguard several times and they always tell us they will pass the message along. We wait for something to come in the mail, but never got anything.
Business response
09/20/2024
Spoke to customer and sent a new gift card.
Initial Complaint
09/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This sale occurred 08/21/24 for new Gutters with installation on 08/31/2024. There was an initial down payment $2000.00 with final payment of $3982.00 on completion of installation. On the day of completion of installation, they were unable to complete the project because of a much-deteriorated fascia board. Since most of the work was completed, I was persuaded by "******" to submit the rest of the payment that day so the men working could get paid and that after I got the fascia board replaced to notify them, and they would immediately come out and finish the job. I found someone to replace the deteriorated fascia board, and it was repaired. I played tagged phone with Leaf Guard for a week, leaving messages with no return phone call. I finally spoke to '******" who then gave me a an almost 3-week follow-up appt., I reminded him that I had paid him in full and requested better service. /Or at least return my money while they shuffle appt. dates. I would like my money returned since they cannot fulfill a timely contract. I want them to complete the project timely or return my money promptly.
Business response
09/19/2024
** has spoken to customer and scheduled completion. Team is working diligently to complete install on 9/26. 10/1 is a backup date in case of unforeseen circumstances.
Initial Complaint
09/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Warranty claim on the lifetime finish of a gutter system. First contacted Leafguard in April. Here we are in September and I am awaiting approval after submitting pictures and purchase contract. All I get is the run around from the local branch that they waiting on corporate in **. I have tried everything to reach Corporate but all I get is an answering service that says they will call me back and they dont. Need help from the BBB to get this repaired or replaced. Or at least to get someone from Corporate that can give me some answers to get in contact with me.
Business response
10/09/2024
We apologize for the delay, we are working on the warranty claim and we have communicated to the customer that we are working on a resolution. We have communicated to the customer that it may be a lengthy process. We will let the customer know as soon as we have more information on the next steps. We appreciate your patience and understanding as we work through the warranty claim.
Customer response
10/09/2024

Complaint: 22262806

I am rejecting this response because:

I started this process in April of 2024. The last bit of information requested by Leafguard was sent in on August 19th via email, its October 9th and I have heard nothing back except that its a lengthy process. How long does it take to make a decision to honor their national warranty on rain gutters that have lost their finish and are guaranteed for life according to their warranty. Pictures have been taken and sent in, new coil color and length has been sent in, all we need is a decision from corporate to proceed and get the problem corrected. If anything else is needed, let me know, if not lets get on with it. How long does it take? Going on 7 months now.

Regards,

**** *******
Business response
10/17/2024
We have spoken with the customer and informed them we are working on the resolution and should have a response and a plan in place by the end of this month. We appreciate the customers patience and flexibility as we work through this warranty challenge.
Customer response
10/17/2024

Complaint: 22262806

I am rejecting this response because:
The local contact did call and basically told me what they replied above and also that they are waiting on corporate for a decision and move forward plan. The holdup appears to be LeafGuard corporate not the local office which is why I filed the complaint in ** where LeafGuard is headquartered.
The timeframe stated above end of this month is past the 10 day response window provided by the BBB. I would like to keep this open until they notify me of the plan to honor their warranty that meets my expectation and they make it right.
I thank the BBB for their assistance in this matter.

Regards,

**** *******
Business response
10/30/2024
We appreciate the customers patience and flexibility, We have scheduled a date to complete the customers warranty claim. We apologize for the delayed resolution, and we are happy to reach a positive outcome for the customer.

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