LeafFilter North, Inc.

Initial Business Response /* (1000, 5, 2015/07/14) */
oe - I spoke to ***The company that did the repairs told her that the rafter tails were rottenI explained to her that our job was to install new gutters and LeafFilter and the only way we would know if fascia was rotten was if the screws
did not biteThere was also metal fascia covering the wood so we could not physically inspect itShe told me that there is no drip edge and the company that repaired the fascia did not put one up eitherI told her without a drip edge the water was getting behind the fascia and rotting the rafter tails and interior side of the fascia so we were not the cause of the problem nor is it our responsibilityShe said she understands and the complaint is still thereI also took the time to inform her that because another company removed and reinstalled the gutters and LeafFilter that we will no longer warranty the rear of the home where the work was performedThe warranty is still good for the front
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I chose no as by saying yes it means I fully accept their responseI do not accept it
I realize this may go no further with them and as for another contractor doing the repairs needed I had no confidence in the original company fixing the problem
With the slope wrong on the gutter by original company water stayed in the gutter and with all the rain it could overflow and go behind onto the fascia board which would weaken the wood of fascia board
There was no way the gutter ever drained properly
Since it has been fixed by another company I can hear water draining into spout like it should be
I still feel even half the cost of what it cost me for the repairs would be a fair compensation
Final Business Response /* (4000, 9, 2015/07/16) */
No compensation for the repairsThis is solely on Ms***There is noting more for LeafFilter to respond back to on this issueWe are firm on this!
Respectfully,

Initial Business Response /* (1000, 5, 2015/04/28) */
To whom it may concern,
This was an estimate to replace some gutters on the consumers homeWe gave a price and he did not want to do the workSales guy moved on to the next appointment which was hours away
In short, customer
wanted an estimate and did not buyWanted us to come down in price and had no room to move
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The rep used this as an opportunity to try and sale me more EQthey will NOT honor the offer made by there sales repIn fact, They tried to raise the amountThis company should NOT be allowed to do business!
Spoke with *** and he simply refuses to do anything to make it rightTerrible customer servicenever do business with them!! this is what we used to call the "flip-flop" sales tacticand it is illegalPlease help stop this company from doing this to others

Revdex.com:
I would like to reject the offer of Mediation for complaint ID ***
Regards,
*** ***

Initial Business Response /* (1000, 5, 2016/05/05) */
In response to the concerns raised, we do not call a potential customer unsolicitedAccording to our records, we have spoken to the customer on two occasionsIf a potential customer does ask to not be called again, we absolutely respect the
request and as of May 2nd, this individual was placed on our do not call listGiven that we have already performed the requested action, we ask this matter be closed

We have reached out to the customer and added some additional flashing to improve his sub-roofing/dripedge as needed in trouble areasCustomer advised he had picked up any
debris that may have been left by the installer, for which we apologizeCustomer has signed off on our service visit and indicated service is now resolved

Revdex.com:
Hello, the business has satisfied my complaints. Please delete complaint ID [redacted]

After receiving the customer's complaint from the Revdex.com we have been attempting to work with the customer to service his installation.  The customer has reported that the debris from his roof is falling onto the gutters and accumulating on the gutters as opposed to releasing.  The system was...

installed late in August and the customer noticed the issue around September 7th.  Since that time we have been working with the customer to set a time for us to service his installation but he has not yet allowed us the opportunity.  Obviously his experience is unusual and must be investigated for us to be able to assist him.  While our product will certainly be cleared by mother nature we are certainly willing to expedite that by clearing his roof for him.  The customer is concerned as he is alarmed over having concerns so soon after installation.  While these results are not typical, we are certainly willing to help alleviate the customer's concerns by promptly servicing his installation.  The customer has requested a refund of his purchase.  Unfortunately we cannot seriously consider his request if we have not been able to inspect and service his installation to determine if there is indeed a legitimate concern.  We once again extend an offer of an onsite service/inspection at no charge and believe this is an appropriate response.

We have reached out to the customer and would like to report the following. The customer has indeed been a great customer when it comes to communicating their concerns.  And we feel we have done an very good job responding and addressing those concerns.  Upon this most recent report,...

we have communicated well with the customer to the point where we have agreed upon the next step to addressing the immediate issue and we also feel we have established a basic outline of how we can be of continued service moving forward.  We believe that by working together with the customer we are going to be able to maintain all of the benefits of the product into the foreseeable future.

Upon receipt of this report of the customer's concern, we reached out to the customer in an effort to resolve the reported issue.  While our service records indicate the issue has been resolved, we are willing to come out to explore in more depth what may improve the customer's...

experience.  We have not yet heard back from the customer.  We will continue to attempt to reach the customer and also encourage the customer to reach our service department @ 1-800-749-4566.

Initial Business Response /* (1000, 5, 2015/07/31) */
To whom it may concern,
I spoke with Mr. [redacted] on July 31st, 2015. In speaking with Mr. [redacted], I explained to him that I have already reviewed his pictures. He read his contract to me and tried to make me understand that we created some...

holes from nails.
Here is what our company provides for the customer;
1.) Clean, seal and realignment to ensure proper water flow. Mr. [redacted] states in his complaint that he was adamant about the pitch of the gutters, however it is not written in the contract to NOT perform this activity.
2.) The holes(even his own acknowledgment) are pre-existing, with the exception of the holes we created to use reinforcement hangers and re-use his spike n ferrule to reposition the gutters to allow proper drainage.
3.) Water in the home comment; Even though this is NOT happening now, he has a theory that it CAN happen!?
4.) All Specs for proper installation have been followed.
In closing, I have offered to have our managers come out for the 3rd time and reposition the existing gutters(they are not damaged at all) and seal the old holes created by his existing spike n ferrule. He has stated to me that he will call me back due to a very bust work schedule next week. I gave him our office number to follow up.

Initial Business Response /* (1000, 5, 2015/07/15) */
To whom it may concern,
This is not due to LeafFilter. We were able to access pictures from the customer. The gutter was already angled at 45 degrees diving into the roof line and the roof line is a 12/12 pitch. The water was draining onto...

the roof prior and our installers cut the the gutter flush and sealed it with an end cap.
We are willing to replace the end cap but this was done to prevent the water from draining onto the roof line. This was all pre-existing except we added an end cap. This would NOT be the reason that water would stain the home that is very, very old.
All we did was install gutter screens and seal an end cap that needs to be resealed and we are willing to do that.
We are not going to pay for something that is on the roofing company.
Respectfully,
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response was submitted before anyone from the company even came to the house to review the issue or see first hand the problem. They just without any review, or attempt at correcting the problem decided they were not going to do anything. To state they will not pay anything because our house is very very old is offensive to us. The house is well maintained and the leaf filter system was purchased to help keep the house and property in good condition.
Matt was here from the company on July 17th. He offered NO suggestions or attempts to do anything about this issue. Additionally he promised to call today, Monday July 20th but no one from the company called. So we still have no resolution.
The root of the problem remains our gutter was cut which has been acknowledged and is now too short to divert the water from the roof resulting in leakage into the entryway. We DID NOT agree to have the gutter altered in any way in the purchase/ sales agreement only to a possible realignment of the gutter.
We had no problem with water entering the home (new roof in 2012) until this gutter was altered.
This company has not offered any solution to the issue, did not return our initial phone calls or call today as promised on Friday. In short we are being ignored and and they seem to be making no effort to be responsive or attempt to correct the issue, so absolutely not do we accept their response or lack thereof.
Final Business Response /* (4000, 9, 2015/07/22) */
To whom it may concern,
Although our Project Manager went out to the home on Friday the 17th and confirmed that all we did was simply cut a gutter and put an end cap on it, the customer still thinks this is the reason the roof leaks.
Our PM and myself have tried to explain that the roof leak has absolutely noting to do with the roofing leaking but the customer refuses to listen to this.
In closing, our position is FRIM! We did a gutter protection installation and some minor gutter repairs. This is not the result of the roof leak. This is our final position. We will Not refund any money back.
Respectfully,

I am rejecting this response because:
I received a response from [redacted] advising me that LeafFilter North Inc. are not able to offer a return of the product. The letter included that LeafFilter wants to install a high capacity mesh which will correct the issue of the over flowing water. I purchased the product that allows the water to flow freely into the gutter but did not allow the pepper that was mixed into the water into the gutter. This was the product that was demonstrated to me by their rep. That is the product I agreed to purchase. I have many river and white birch trees around my home on every corner and the sides of my home.  These trees are notorious for tiny branches and tiny seeds that get caught in gutters, clogging them.  The even worse problem however,  is the tiny grains of sand like substance that comes from the shingles on our home. These shingles are no different than the ones on our neighbors homes. My husband has spent the last four years having to scoop that out of the gutters every spring and fall.  We know it well. Mike Peck emailed me with the solution of this different mesh/filter to allow the water to flow.  He then suggested that someone from his company could come out and clean our gutters for free. Clearly this is proof he knows we are still going to have issues with their product. I paid over 4500,00 dollars for a product that should have eliminated this need.  I emailed back I could have hired someone for much less to do this task a few times a year and I have not heard back from him. I emailed that I will not agree to this.  It is absolutely ridiculous to me to be forced to keep a product that I never agreed to. I stand firm that I have the right to return this.  I cannot show the pictures or videos taken but the fact that Mike P[redacted] is coming up with these suggestions is because he knows I am right.  The product does not work for my home and I have proof.

Initial Business Response /* (1000, 5, 2015/11/27) */
The customer absolutely has a Lifetime no clog warranty which includes materials. We do have a standard service fee of $78.00 to inspect the alleged issue. If there is a defect in material it would be covered 100%. Until we see what the...

alleged issue is we cannot determine what the cause truly was. We service many customers that have an issue caused by mother nature, not the material or installation. At this point, we have waived the fee and the Project Manager will send out a service technician to address the alleged issue for Mr. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician who came to the house was exceptional. Very experienced, and also HONEST. He explained to me that a different type of filter should have been installed on the flat roof of the patio enclosure. It was the flexing of the wrong type which caused the mesh to pull away from the housing. He also showed me where it was starting to pull away on other pieces on the patio enclosure. He removed all of the filters from the side of the patio enclosure and replaced them with the correct type. Good guy. Nice job.
I then asked him about the "bumps" or pushed out dents that were all along the lower section installed by the rookie. He climbed to the gutter, took a picture of some of the dents and sent it to the service manager. (I had discussed these with the service manager, but did not make them part of my initial complaint). He them removed a section of the filter. After he opened up the gutter he examined the cause of the dents and said the installer should have removed a section of the bracket before installing them. Basically there is dents or bumps all along the lower gutter sections around the front, side and back of the garage. I asked this very experienced service technician if those bumps would be there if he had done the installation job. " He said "possibly one, but I would have caught it immediately" Obviously, the rookie did not. I showed the technician a spot with about 5 bumps where the original installer and played around with the brackets. I asked the technician to have his boss get ahold of me to discuss what can be done about these bumps. Nobody has gotten hold of me so far.
I will be the first to admit, when it is sunny outside, you will not notice them. But come around dusk, or on a cloudy day they are readily noticeable. I only noticed them a few months ago due to my 70 hr a week work schedule. I have retired effective Sept. 1 and notice them daily now.
I really think that for five thousand dollars, I am entitled to a PROFESSIONAL job and PROFESSIONAL installation. I am sure the service manager would not like that quality of installation at his home.
The service technician took some pictures of the bumps.
I would like the service manager to contact me so we can discuss what can be done with these three or four sections of gutter.
Final Business Response /* (4000, 9, 2015/12/15) */
As stated in our initial response, There absolutely is a LifeTime Warranty on all materials. We do have a standard service fee which is no different than any company that provides a service. LeafFilter has already been to the customer's home and repaired the area of his concern at no charge on 12/4/15.
Final Consumer Response /* (4200, 11, 2015/12/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, Leaf Filter did send out an experienced technician who corrected the problem of the mesh peeling back on some sections. The correct type of mesh was installed by the patio enclosure since it had a flat roof. The technician took pictures of dents that were caused by the inexperienced installer originally and I asked him to have the service manager call me about this. I have never received a phone call.
The experienced technician told me these dents were caused by the original crew not removing a piece from the support that goes inside the gutter.
It is not noticeable in the bright sunlight, but as evening comes, it is extremely noticeable around the front, side and back of the garage. This is the installation area done by the rookie originally.
I have asked, and am still asking for the service manager to call me and discuss a resolution to this. So as for now, NO, I am not satisfied with the situation.

A resolution for the customer's case is in process now.

Initial Business Response /* (1000, 14, 2015/11/18) */
On 10/5, Mrs. [redacted] (Mrs. [redacted]'s mother) called in to our service department stating that she was going to have a new roof installed and wanted to know what would need to be done with the LeafFilter. The service admin informed her that...

if the roofing company removed the product that the warranty would be voided but we could come out and remove it for her. The service was sent to the local project manager who spoke to Mrs. [redacted] and gave her a quote of $550 to remove and reinstall the system. Ultimately, the project manager agreed to perform the work for $450. On 10/6, a service tech went out to remove the product. After completion of the roof we reinstalled the system on 10/17. The service was completed and Mrs. [redacted] signed off on the service ticket and paid the balance of $225 on 10/17. LeafFilter did not force Mrs. [redacted] to have a service performed or pay for anything that we were not asked to do. Mrs. [redacted] is stating that the roof was delayed because of LeafFilter and our customer service is horrible but we were out to service Mrs. [redacted] the day after she called and returned on 10/17 per her request. We will always stand behind our product and continue our high level of excellent customer service. Attached are the service tickets for your reference.
Initial Consumer Rebuttal /* (3000, 16, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Leaf Filter did NOT advise of the option of leaving the filters alone and the warranty would still be honored as long as the roofer did not remove. That important piece of information was not shared with the customer. Therefore, their customer service has nothing to do with response time, it has to do with not being TOTALLY honest and the most rude and unprofessional people that we have ever dealt with. It is not the product at this point, it is the personnel and how they handle their customers.

Initial Business Response /* (1000, 6, 2015/12/17) */
We have been out to address the customer's concerns several times. The addition that was built on the home creates a roughly a 1 -2 ft. gap allowing water to run behind the gutter. The water running behind the gutter was not caused by the new...

gutter or the LeafFilter. The rain falling will hit the fascia and run behind the gutter. It is caused by the fascia of the addition not being built in the same plane as the existing structure (picture is attached). LeafFilter is not a full service remodelin, we install a gutter cover. We are not able to rebuild the overhang to fix this issue. We are more than willing to service any issue with the LeafFilter system but we can not correct this preexisting issue.

We apologize for any delay in scheduling a follow up appointment.  We met with the customer today and educated the customer on why we could not install in the other areas, due to the roof construction/layout and gutter position. Customer received a credit at time of installation for the work...

that we were unfortunately not able to complete.