LeafFilter North, Inc. – Columbus

The customer is correct in we haven't yet made the agreed upon corrections. However, we did leave messages to schedule with the customer on 12/and 12/to schedule. Should the customer need to reach us directly, we can be reached @ ###-###-####

Customer was original set up for financing through *** *** with the original contractIf a customer chooses to apply for financing, the details of the agreement, including the notice of a credit card and that it is through *** ***, are included in the application, which is signed by the
customerWe have reached out the customer and gone over their concernsThey were satisfied at the conclusion of those phone calls on 4/If the customer has any additional questions, they may call our Service Department at any time at ###-###-####

A manager corresponded with the customer and addressed concernsContract is canceled, nothing is owed

We are still working with leaf filterDuring the last heavy rain, our gutters were unable to handle the volume of water and the rain was just spilling over our guttersAfter a video with proof was sent to leaf filter, they
have agreed to put up 6in gutters to try to better handle the rainWe do not know if this will fix the problem completely so we do not want to close the complaint

I am rejecting this response because: our agreement copy we have marks WF as crossed off and indicates no account should have been openedIn addition at no point during the process was it made clear to us that if we chose the financing option it would be through a credit card instead of a loan-type financing agreementThere is not one thing that we signed that indicated in any way that we were signing up for a credit card
Regards,
*** *** *** ***

My problem isn't with the product or the fact that these things happen, but LeafFilter's processes are so pushy and borderline abusive to your customers.  There was a complete lack of communication from LeafFilter regarding the sales process and how the financing worked, which we never intended to enter into.  We met with the sales representative on a Saturday and she didn't even give me and my wife an opportunity to talk about it privately before leaving our house.  We called on Monday the next business day to indicate that we wouldn't be doing the project at that price. Also the fact that these things got put into motion so fast that they couldn't be stopped, is a sign of a bad business process.  Everything was about rushed in order to get the sale done without regard for my wife, myself, or proper explanation of the whole process, including the financing.This mixup shouldn't happen when we call to cancel/renegotiate THE NEXT BUSINESS DAY after our original estimate.  It signified an overzealous sales process that prioritized the sale above all else, including any potential damage to my wife and my credit.  We did receive a voice mail from LeafFilter this week, but we have no desire to contact anyone from that company directly.  We feel used and taken advantage of and don't want any contact from that company.
Regards,
[redacted]

We have an appointment to meet with the customer tomorrow (5/1).

The customer did renegotiate the agreement, however, it was after the original contract was entered and the finance application was sent for approval. When the customer decided to move forward with the project at a new price to be paid by check, it was after the financing approval went through - the process was already in motion on 4/14, the time of original sale. The account with [redacted] no longer has an authorization hold on it and the customer may close it or use it for other projects as they'd like. Additionally, our Regional Operations Manager has called the customer today to go over any other concerns they may have directly. We are more than willing to address the customer's questions and have not declined to do so.

Good Morning,Attached is my email correspondence with [redacted] with Leaf Filter for the Complaint File.  I also attached a survey that I posted to Leaf Filter which prompted a phone call from [redacted].  There are some pictures of the damage and waterfall caused by their incomplete...

installation I can provide as well.  Please advise if you would like those emailed.Thank you,[redacted]L[redacted] [redacted] [redacted] [redacted]| ###-###-#### | [redacted]

We have reached out to this customer in an effort to resolve any issues.  What the customer is reporting does not match the documentation we have on file.  Therefore we communicated to the customer what would be needed to consider his request.  We believe the customer is working on...

collecting the needed documents.

We have reached out to the customer and we are working towards a resolution.

We have inspected the installation and concluded that the water in the customers basement was a direct result of a faulty stone foundation with an improperly sealed piece of plywood filling a large hole.  However, in the interest of customer satisfaction we have indeed agreed to credit the customer $600.  The credit is scheduled to be issued by 3/3/19.

We have reviewed the customer's case and found an amicable resolution. Our local office is contacting the customer to schedule service, hopefully next week.

We have communicated with the customer and come to an agreement on a next course of action.  We are going to perform an additional service for the customer at no additional expense that we believe will correct the issue.  We have also assured the customer that we will be available in the...

future should there be any future concerns.  Currently we are working on scheduling with the customer to execute the agreed upon action.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I have spoken with the area manager and have scheduled the resolution to be completed on December 20, 2017
Regards,
[redacted]

We have performed a water test and found that the system is operating as designed. Nevertheless, the position of the existing gutters is not ideal for maximum water acceptance. Adjusting gutter placement or upgrading the size of the gutter was not part of the contracted scope of work. If the...

customer would like to discuss further options on how we may assist him in addressing these concerns, he should please call and ask for our National Director of Installation Services.

I spoke with the company on Friday and was told to send them documentation from roofing professionals of the cause being their product. The attached email comes from a roofer that inspected the roofing issues the company had mentioned to me. I have already forwarded the email to the company. I will also be sending over another letter from a roofing company that did an inspection on the roof.

We completed follow up service with the customer on 12/8. The customer's roofer had removed a downspout extension, which was cut into the panel of the LeafFilter system. We replaced the panel and service is now resolved.