LeafFilter North of Illinois, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: [redacted] VP Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @leaffilter.com To Whom It May Concern: As of today, 8/12/15, we have contacted the customer about the concerns and per her availability, we cannot set an appointment until 8/22/We have made arrangements to be at the customer's home on that day and will provide completion notes on or before 8/24/Please let us know if anything else is needed in the interim Thanks, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted their response because [redacted] from the company called on August 11th to say they will replace the end caps and mitres as promised in my agreementHe asked when they could do this and I responded that I would be available on Saturday, August 22nd, before noonHe responded that they would be here then Final Consumer Response / [redacted] (4200, 17, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The VP I spoke with had already decided what would happen (in my opinion)He was trying to intimidate me from the start of the conversation.If anyone was combative, as he stated that I was, it was himHe refused to consider a full refund saying that since my gutters leaked before his gutter protection was installed, they have no responsibility to my requestHe kept saying that it was my own fault for believing his representative when the representative told me that by buying the LeafFilter system, my two areas that are leaking, would stopHe said that's what I say the rep told me, as if I was lyingNot only did the first rep tell me that, but the two other installers said the same thing that came out to try to stop the leaksAt one point in our conversation the VP asked "what do you want", I was confused since he read the complaint, so he gave a smart alleck remark of "what don't you understand?" I went on to say I wanted a full refund since I was given a promise that isn't being fulfilled, which was to stop the leaksHe said I was being ridiculous asking for a full refundSo I asked him what would he offerHe replied $I said then I'll have to contact another party to see what they sayHe said let it go to arbitration, and I can tell you that I (the VP) will winHe went on to say after more of his rant that he'd give me $for what I allegedly say I was promised by his first sales repI said no thanksI was told by not but of his employees that my original leaks would stop He also asked why did I accept the contractI told him because I wasn't knowledgeable in the workings of gutters and I put my faith and trust in this company thinking they knew more than I.Isn't that what most consumers do, trust and have faith in people that work in the field they advertise? In my opinion, this company is deceitful and don't know much more than I do about guttersI hope this goes in the Revdex.com records, it might save another unknowing customer Final Business Response / [redacted] (4000, 15, 2015/09/03) */ Contact Name and Title: [redacted] VP Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @leaffilter.com To whom it may concern, I talked with the customer today and here is what we have; She does not have a warranty on the existing gutters just the LeafFilter productHer existing gutters are leaking and according to her, the sales rep said that if we install gutter protection we can stop her existing gutters from leakingThis does not make sense Our service department has gone out times to fix her existing gutters and have not been able to stop the leaks that were already occurringShe simply wants her money back! I called and offered $back on an alleged statement that may have been made by the rep, she declined and became very combativeShe wants a full refund and if not she will file in small claims court and I said fine if that is the route she will pursue then we have no choice She is not complaining about the product just her EXISTING gutters that leaked before and still leak and she wants a full refund back? She had her gutters cleaned, sealed, reinforced and a gutter protection system installed and she has a leak on miters on the existing gutters and wants a full refund Our position; Offered a $refund and still keep her under warranty; She declined so we will wait on her

We have received and reviewed the complaint filed by the customer on 5/20/16. We are pleased to report that we were able to work with the customer to resolve their concerns. We are considering the issue resolved and would respectfully request the Revdex.com close the issue as
resolved. Thank you, *** ***LeafFilter North

Initial Business Response /* (1000, 5, 2015/08/05) */
Contact Name and Title: Scott *** CorpMgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@leaffilter.com
I spoke to Mr*** today 8/5/regarding debris sitting on the systemI informed Mr*** that the debris will come off over
timeThe system is designed for mother nature to clean it offMr*** stated that our warranty includes free cleaning for lifeThis is not part of our warranty nor part of his contractMr*** has a Lifetime Warranty on the materialIf at any time the material is defective we will replace it at no cost to himThe fee he was quoted is for general maintenanceIt is a standard service fee to cover the labor involved in brushing the debris off the system for himOur VP of Installation also spoke with Mrs*** today 8/5/and explained that he does have a Lifetime warranty on the material and if any materials had to be replaced it would be done with no cost to Mr***At no time did anyone from the company refuse to service Mr*** and we have responded quickly to his needs and given him the opportunity to have us come out for a standard service fee to clean off debris that is resting on the system

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Mason Newell

Leaffilter contacted customer on 1/7/16 and scheduled service work for 1/8/16. Service work on existing gutter completed to the customer's satisfaction on 1/8/16.

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@leaffilter.com
To Whom It May Concern:
As of today, 8/12/15, we have contacted the customer about the concerns and per her availability, we...

cannot set an appointment until 8/22/15. We have made arrangements to be at the customer's home on that day and will provide completion notes on or before 8/24/15. Please let us know if anything else is needed in the interim.
Thanks,
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted their response because [redacted] from the company called on August 11th to say they will replace the end caps and mitres as promised in my agreement. He asked when they could do this and I responded that I would be available on Saturday, August 22nd, before noon. He responded that they would be here then.
Final Consumer Response /* (4200, 17, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The VP I spoke with had already decided what would happen (in my opinion). He was trying to intimidate me from the start of the conversation.If anyone was combative, as he stated that I was, it was him. He refused to consider a full refund saying that since my gutters leaked before his gutter protection was installed, they have no responsibility to my request. He kept saying that it was my own fault for believing his representative when the representative told me that by buying the LeafFilter system, my two areas that are leaking, would stop. He said that's what I say the rep told me, as if I was lying. Not only did the first rep tell me that, but the two other installers said the same thing that came out to try to stop the leaks. At one point in our conversation the VP asked "what do you want", I was confused since he read the complaint, so he gave a smart alleck remark of "what don't you understand?" I went on to say I wanted a full refund since I was given a promise that isn't being fulfilled, which was to stop the leaks. He said I was being ridiculous asking for a full refund. So I asked him what would he offer. He replied $0. I said then I'll have to contact another party to see what they say. He said let it go to arbitration, and I can tell you that I (the VP) will win. He went on to say after more of his rant that he'd give me $500.00 for what I allegedly say I was promised by his first sales rep. I said no thanks. I was told by not 1 but 3 of his employees that my original leaks would stop . He also asked why did I accept the contract. I told him because I wasn't knowledgeable in the workings of gutters and I put my faith and trust in this company thinking they knew more than I.Isn't that what most consumers do, trust and have faith in people that work in the field they advertise? In my opinion, this company is deceitful and don't know much more than I do about gutters. I hope this goes in the Revdex.com records, it might save another unknowing customer.
Final Business Response /* (4000, 15, 2015/09/03) */
Contact Name and Title: [redacted] VP
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@leaffilter.com
To whom it may concern,
I talked with the customer today and here is what we have; She does not have a warranty on the existing gutters just the LeafFilter product. Her existing gutters are leaking and according to her, the sales rep said that if we install gutter protection we can stop her existing gutters from leaking. This does not make sense.
Our service department has gone out 3 times to fix her existing gutters and have not been able to stop the leaks that were already occurring. She simply wants her money back!
I called and offered $500.00 back on an alleged statement that may have been made by the rep, she declined and became very combative. She wants a full refund and if not she will file in small claims court and I said fine if that is the route she will pursue then we have no choice.
She is not complaining about the product just her EXISTING gutters that leaked before and still leak and she wants a full refund back? She had her gutters cleaned, sealed, reinforced and a gutter protection system installed and she has a leak on 3 miters on the existing gutters and wants a full refund.
Our position; Offered a $500.00 refund and still keep her under warranty; She declined so we will wait on her.

We are currently in a dialog with this customer in an attempt to gain clarity as to  why the customer has experienced water in the basement.  We do not yet agree with the assertions the customer has made based upon our own investigations.  We have learned that the customer has had...

ongoing issues of water in the basement, the point of water entry is not located in an area where work was performed and there are other exterior features that have not been maintained that are possible explanations of how water has been getting into the basement.  We have most recently requested the documentation from the customer that he has cited in his claim. Upon further examination we hope to be able to determine where responsibility should be assigned.  Until that time we intend to work with the customer to be able to either support his claim or deny it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]