Our final position, We did send out personal We have included this in our final disposition the last times If they feel that we do not have to come out again to help assist again, then there is nothing more to comment on This is our final position and statementRespectfully,
I already have a complaint filed, # [redacted] I was given days by you to let you know if it was resolvedThe company did contact me ( not when they said they would but days later)They agreed to come out to look at the situationThe gentleman seemed genuinely interested in resolving the problem so I gave them the benefit of the doubt and agreed to the appointment not realizing he was setting up an appointment well after the day periodI now think he did it on purpose but it's too late for that nowIn any case, he said it had to be when "HE WAS IN THE AREA"OkayI work full time so it had to be when I was homeI wasn't agreeing to any more of them coming out when I"m not here then handing me a form to signSo we scheduled for him to come out on July early in the morning because I had to leave for work at 11:He never showed upI called before I left for work and NO ANSWER! What do I do now?Desired Resolution: Refund selectDesired Outcome: I'm tired of being the only party trying to work out a solutionLeaf Filter obviously has no interest in resolving our problems with their productI now now just want a refund for a faulty product that's doing more harm than good in some areas of our home
To Whom It May Concern: size="3"> In response to [redacted] ’s complaint, we submit the following response: On 1/16/15, [redacted] and [redacted] contracted our company to provide the service of cleaning out their existing gutters, resealing and realigning as necessary, adding reinforcement with hidden hangers and installing LeafFilter Gutter Protection on their homeWe fulfilled our contractual obligations, providing this service and installation of the product on their home on 1/19/Their installation includes a lifetime manufacturer’s guarantee that the interior of the gutters will not clog with debrisUpon completion, [redacted] signed a completion certificate (attached), indicating their satisfaction with installation and both [redacted] and [redacted] signed the financing paperwork to commence billing for their installation through [redacted] *** On 3/2/a service ticket (attached) was generated and sent to our local office in Philadelphia to advise them of the customer’s callconcerns with dripover [redacted] received a call back the same day from our Service Tech, Stephon M***During the course of the conversation, he explained that snow and ice are naturally occurring events that LeafFilter is not responsible for causing No further contact was made by the customer until 6/4/15, when we were notified the customer was unhappy with the system’s performance again, alleging dripover concerns, ice concerns and a split downspoutWe opened a service ticket immediately and was able to get through to [redacted] on 6/5/– she would not make an appointment with our Project Manager, Rene B [redacted] , to inspect her system and investigate her concerns, advising that we needed to speak with her husbandWe left several messages with Mr [redacted] and finally was able to set for 6/10/in the evening Rene arrived at the customer’s home on 6/10/a few minutes early and waited for Mr [redacted] to arriveUpon arrival, he was immediately verbally hostile towards RenePer Mr [redacted] , the concerns pertained specifically to snow and iceBecause Mr [redacted] was not able to engage in reasonable discussion of the issues and denied proper inspection of the system by Rene, our project manager left the premises Our Corporate Regional Project Manager, Scott G***, called Mr [redacted] shortly thereafter after receiving Rene’s report of the events of the service callMr [redacted] explained to Scott that the system is working perfectly now, but he has concerns with snow and ice in the winterPer Mr [redacted] , he had heat cables in the gutter before LeafFilter installation to prevent ice buiand he thought the gutter protection would provide the same serviceWhile Rene was conferenced in, Scott explained that gutter protection does not cause or prevent ice dams or snow build-up, and ice dams are caused by a void in the insulation in the attic and/or poor roof ventilationFurthermore, Mr [redacted] ’s statement that heat cables were previously installed on the home indicates that snow, ice and ice dams were pre-existing conditions present before the LeafFilter installationMr [redacted] further claimed that no water was entering the system during the winter time, but also contradictorily claimed that there was ice forming in the downspouts (meaning that water did travel down the downspout before the temperature fell below degrees)Scott also explained that the LeafFilter is designed and guaranteed to prevent interior clogs of the gutter and Mr [redacted] did confirm that he has not had to clean out the gutters since the LeafFilter was installedMr [redacted] then began to use inappropriate language and became very rude and hostile, threatening to slander our company if we did not provide a refundScott again explained our company and product could not control the weather or prevent naturally occurring snow and ice, after which Mr [redacted] swore repeatedly and then ended the callThis conversation was followed shortly thereafter by a text message from Mr [redacted] threatening to slander our company and that it would give him great satisfaction In conclusion, our company has provided a service and installation of the LeafFilter production on the [redacted] s’ home, as per the contract agreed and signed in January Upon execution of the contract, the customer signed a certificate indicating their satisfaction with the installationAs per customer statements, the system is operating as designed, keeping out leaves and debris from the interior of the gutterBoth the warranty and our contract guarantee that no debris will clog the interior of the gutter and we have not found evidence to support that such an instance is occurring at the [redacted] residenceAt this time, we have been denied opportunity to inspect our system and investigate further any claims of improper installation by Mr [redacted] on 6/10/Our company cannot be responsible for the weather and naturally occurring snow and ice that forms when temperatures fall below freezingFurthermore, Mr [redacted] has indicated that snow, ice and ice dams were a concern on the home before LeafFilter was ever installed on the homeOur company has provided responsive service (inasmuch as the customer has allowed us) to the customer’s complaints and explained our company’s position on this matterThe customer has been unreceptive to our reasonable explanations and responded that he will slander our company and product unless he gets a refundGiven the facts, we find that removal and refund would not be warranted in this case Respectfully, Joe R [redacted] Vice President of Installation LeafFilter North, Inc
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 However, I believe the salesman misrepresented some of the facts about LeafFilter During his sales presentation he stated that the LeafFilter had control of the product from manufacturing through the installation of the product Talking with the Dave M*** the Regional Project Manager today, LeafFilter holds the patent on the product which is manufactured by a third party and the installation is contracted out
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I haven't responded sooner because I'm just not sure how to respond, anymoreIs no one actually listening to the complaint? I never told anyone to not come outThey call because you are involved, I agree to let them come out to check out the problem but they don't show upHow is that "coming out, AGAIN, to assist, AGAIN?" Of course they're saying there is nothing more to comment onBecause they don't think they have toIt's the same thing it's been from day oneBlow a lot of smoke and I'll go awayIgnore me and I'll go awayRevdex.com has done nothing but allow them to continue to write me offApparently, you feel I have no legitimate claim against them, eitherThey make claims, they don't honor their warranties, their responses are starting to sound like they're being addressed by year oldsThey're not professional, their customer service is terrible and they have no intention of trying to resolve our issues with their product that we paid a lot of money forI came to the Revdex.com because I couldn't get them to help me in the first place and now all we're doing is passing notes back and forthYet you continue to give good ratings to a company that if I had known all this before hand, I would've never given them my business in the first placeI've since read dozens of complaints online, many with the same issues as I've experiencedYet you say they're a good companyCertainly doesn't pay to check Revdex.com ratings on anything, anymore.Regards,
*** ***
Our final position,
We did send out personal. We have included this in our final disposition the last 3 times. If they feel that we do not have to come out again to help assist again, then there is nothing more to comment on. This is our final position and statement.
Respectfully,
To whom it may concern,
I spoke with Sandra today April 3rd, 2014 and she is going to get an estimate to repair the speckling on the one location in the ceiling. We will cover the cost of the service and I have e-mailed our contact information to her. She is to provide...
me with a copy of the estimate and then we will take care of the cost of that repair.
Respectfully,
Joe R[redacted]
VP of Installation
size="3">
In reference
to the complaint made by [redacted], we submit the following:
4/11/13 – [redacted] & [redacted] contracted LeafFilter
North to clean out gutters and downspouts, seal & realign as necessary,
reinforce the gutters with hidden brackets and install LeafFilter Gutter
Protection for the negotiated price $4300.00. Customer filled out a finance
application for [redacted] Credit Card from [redacted]. This will
include a Lifetime Manufacturer’s No Clog Guarantee.
4/12/13 - Financing
from [redacted] approved.
4/13/13 – Contract services performed, including installed
LeafFilter Gutter Protection. [redacted] and [redacted] both sign off on the [redacted] financing for the agreed upon price of $4300, 12 months, no interest.
7/11/13 – LeafFilter North is notified that the customer filed
a complaint through [redacted], citing overflow and debris on top of the
system.
7/15/13 – LeafFilter North representative installed five
feet of higher flow screen (carries the same Lifetime Warranty as the regular
mesh). Added a splash guard at an inside corner and cleared debris from the top
of the system in this area. Reinstalled 40’ of panels to sit behind the dripedge
for customer satisfaction. Ran water test – ok. Customer was present at this
service call and signed off on satisfaction. This was submitted to [redacted],
as the customer was satisfied, and billing was resumed.
9/3/13 – Customer called our Service Department and a LeafFilter
North representative repaired dripedge and re-siliconed flat roof for customer
satisfaction. Cleaned debris from the top of the screen. Customer was present
at the service and signed off.
6/19/15 – Customer called our Service Department and a LeafFilter
North representative inspected system for customer’s leak/overflow concerns –
found system installed properly and no debris clogging the interior of the
gutter. Cleared some debris from the top of the system. Called the customer to
explain what was done.
In conclusion, LeafFilter North was contracted by the customer
to perform a service of cleaning and installation of gutter protection. We have
never declined to service the product. Upon our most recent visit to the home,
we found the LeafFilter to be installed properly and operating as designed. Upon
inspection of the system at each visit, and as per the Manufacturer’s Lifetime
No Clog Guarantee, debris has not clogged the interior of the gutter at the
[redacted] residence. If the customer is still unhappy after the most recent
service visit, we would be happy to re-open a ticket on their concerns for our
local office to address as needed.
Given that we have provided a service and installation of a product
to the customer that is performing as advertised and keeping debris from
entering the interior of the gutter and, additionally, our willingness to
service the customer’s concerns as needed, we find that a refund and/or removal
of the product would not be warranted in this case. If the customer has
continued concerns, we encourage them to contact our Service Department at
1-800-749-4566 so we can best assist them.
Please let us know if we need to do anything further to
resolve this matter.
Regards,
Joe R[redacted]
Vice President of Installation
LeafFilter North Inc.
[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.]
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.
Regards,
[redacted]
I already have a complaint filed, #[redacted]. I was given 10 days by you to let you know if it was resolved. The company did contact me ( not when they said they would but 2 days later). They agreed to come out to look at the situation. The gentleman seemed genuinely interested in resolving the problem so I gave them the benefit of the doubt and agreed to the appointment not realizing he was setting up an appointment well after the 10 day period. I now think he did it on purpose but it's too late for that now. In any case, he said it had to be when "HE WAS IN THE AREA". Okay. I work full time so it had to be when I was home. I wasn't agreeing to any more of them coming out when I"m not here then handing me a form to sign. So we scheduled for him to come out on July 14 early in the morning because I had to leave for work at 11:30. He never showed up. I called before I left for work and NO ANSWER! What do I do now?Desired Resolution: Refund selectDesired Outcome: I'm tired of being the only party trying to work out a solution. Leaf Filter obviously has no interest in resolving our problems with their product. I now now just want a refund for a faulty product that's doing more harm than good in some areas of our home.
size="3">
In response to [redacted]’s
complaint, we submit the following response:
On 1/16/15, [redacted] and [redacted] contracted our
company to provide the service of cleaning out their existing gutters,
resealing and realigning as necessary, adding reinforcement with hidden hangers
and installing LeafFilter Gutter Protection on their home. We fulfilled our
contractual obligations, providing this service and installation of the product
on their home on 1/19/15. Their installation includes a lifetime manufacturer’s
guarantee that the interior of the gutters will not clog with debris. Upon
completion, [redacted] signed a completion certificate (attached),
indicating their satisfaction with installation and both [redacted] and [redacted]
signed the financing paperwork to commence billing for their installation
through [redacted].
On 3/2/15 a service ticket (attached) was generated and sent
to our local office in Philadelphia to advise them of the customer’s called-in concerns
with dripover. [redacted] received a call back the same day from our
Service Tech, Stephon M[redacted]. During the course of the conversation, he
explained that snow and ice are naturally occurring events that LeafFilter is
not responsible for causing.
No further contact was made by the customer until 6/4/15,
when we were notified the customer was unhappy with the system’s performance
again, alleging dripover concerns, ice concerns and a split downspout. We
opened a service ticket immediately and was able to get through to [redacted] on
6/5/15 – she would not make an appointment with our Project Manager, Rene
B[redacted], to inspect her system and investigate her concerns, advising that we
needed to speak with her husband. We left several messages with Mr. [redacted]
and finally was able to set for 6/10/15 in the evening.
Rene arrived at the customer’s home on 6/10/15 a few minutes
early and waited for Mr. [redacted] to arrive. Upon arrival, he was immediately
verbally hostile towards Rene. Per Mr. [redacted], the concerns pertained
specifically to snow and ice. Because Mr. [redacted] was not able to engage in
reasonable discussion of the issues and denied proper inspection of the system
by Rene, our project manager left the premises.
Our Corporate Regional Project Manager, Scott G[redacted], called
Mr. [redacted] shortly thereafter after receiving Rene’s report of the events
of the service call. Mr. [redacted] explained to Scott that the system is
working perfectly now, but he has concerns with snow and ice in the winter. Per
Mr. [redacted], he had heat cables in the gutter before LeafFilter installation
to prevent ice build-up and he thought the gutter protection would provide the
same service. While Rene was conferenced in, Scott explained that gutter
protection does not cause or prevent ice dams or snow build-up, and ice dams
are caused by a void in the insulation in the attic and/or poor roof
ventilation. Furthermore, Mr. [redacted]’s statement that heat cables were
previously installed on the home indicates that snow, ice and ice dams were
pre-existing conditions present before the LeafFilter installation. Mr.
[redacted] further claimed that no water was entering the system during the
winter time, but also contradictorily claimed that there was ice forming in the
downspouts (meaning that water did travel down the downspout before the
temperature fell below 32 degrees). Scott also explained that the LeafFilter is
designed and guaranteed to prevent interior clogs of the gutter and Mr.
[redacted] did confirm that he has not had to clean out the gutters since the
LeafFilter was installed. Mr. [redacted] then began to use inappropriate
language and became very rude and hostile, threatening to slander our company
if we did not provide a refund. Scott again explained our company and product
could not control the weather or prevent naturally occurring snow and ice, after
which Mr. [redacted] swore repeatedly and then ended the call. This
conversation was followed shortly thereafter by a text message from Mr.
[redacted] threatening to slander our company and that it would give him great satisfaction.
In conclusion, our company has provided a service and
installation of the LeafFilter production on the [redacted]s’ home, as per the
contract agreed and signed in January 2015. Upon execution of the contract, the
customer signed a certificate indicating their satisfaction with the
installation. As per customer statements, the system is operating as designed,
keeping out leaves and debris from the interior of the gutter. Both the
warranty and our contract guarantee that no debris will clog the interior of
the gutter and we have not found evidence to support that such an instance is
occurring at the [redacted] residence. At this time, we have been denied opportunity
to inspect our system and investigate further any claims of improper
installation by Mr. [redacted] on 6/10/15. Our company cannot be responsible for
the weather and naturally occurring snow and ice that forms when temperatures
fall below freezing. Furthermore, Mr. [redacted] has indicated that snow, ice
and ice dams were a concern on the home before LeafFilter was ever installed on
the home. Our company has provided responsive service (inasmuch as the customer
has allowed us) to the customer’s complaints and explained our company’s
position on this matter. The customer has been unreceptive to our reasonable explanations
and responded that he will slander our company and product unless he gets a
refund. Given the facts, we find that removal and refund would not be warranted
in this case.
Respectfully,
Joe R[redacted]
Vice President of Installation
LeafFilter North, Inc.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
...⇄ />
July 16, 2015
Dear Mr. R[redacted]:
Please advise
how 2 LeafFilter representatives verified that the installation is done
correctly when no one from LeafFilter came to our home with a ladder long
enough to reach the top of the house?
Also, please
note that the customer satisfaction certificate that I signed was checked off
by the installer and I was asked to sign it.
The installer informed us that he took pictures of the install but never
showed them to us. He also did not
explain the pros and cons of splash guards. We could only hope that the installer had
installed the LeafFilter gutter protection correctly as neither me or my
husband would not be climbing up a ladder 30 feet to check it.
The sales
presentation ended with Jeff [redacted] asking Patrick M[redacted] if the heat
cables in our gutters and downspouting would cause a problem with the
installation of the LeafFilter system. At this time, Patrick M[redacted] informed us that we would no longer need the
heat cables because the LeafFilter
system works so well that that we would never have to worry about icicles or
ice in our downspouting during the winter season. Patrick M[redacted] suggested the removal of the
heat cables and their removal is part of our contract. The LeafFilter system turned out to be an epic failure because we experienced large
icicles and ice in the downspouting!!!
The LeafFilter system did not
perform as described by Patrick M[redacted] when he sold it to us. This product failed to provide us with the protection that Patrick M[redacted] said
we would have with its purchase.
Due to the failure of the LeafFilter product, the
only acceptable resolution is that the product be removed from our gutters and
we are credited with a full refund of the purchase price.
Thanks
[redacted]
Our final position, We did send out personal We have included this in our final disposition the last times If they feel that we do not have to come out again to help assist again, then there is nothing more to comment on This is our final position and statementRespectfully,
We have contacted the customer and an appointment is set for 5/3/
I already have a complaint filed, # [redacted] I was given days by you to let you know if it was resolvedThe company did contact me ( not when they said they would but days later)They agreed to come out to look at the situationThe gentleman seemed genuinely interested in resolving the problem so I gave them the benefit of the doubt and agreed to the appointment not realizing he was setting up an appointment well after the day periodI now think he did it on purpose but it's too late for that nowIn any case, he said it had to be when "HE WAS IN THE AREA"OkayI work full time so it had to be when I was homeI wasn't agreeing to any more of them coming out when I"m not here then handing me a form to signSo we scheduled for him to come out on July early in the morning because I had to leave for work at 11:He never showed upI called before I left for work and NO ANSWER! What do I do now?Desired Resolution: Refund selectDesired Outcome: I'm tired of being the only party trying to work out a solutionLeaf Filter obviously has no interest in resolving our problems with their productI now now just want a refund for a faulty product that's doing more harm than good in some areas of our home
To Whom It May Concern: size="3"> In response to [redacted] ’s complaint, we submit the following response: On 1/16/15, [redacted] and [redacted] contracted our company to provide the service of cleaning out their existing gutters, resealing and realigning as necessary, adding reinforcement with hidden hangers and installing LeafFilter Gutter Protection on their homeWe fulfilled our contractual obligations, providing this service and installation of the product on their home on 1/19/Their installation includes a lifetime manufacturer’s guarantee that the interior of the gutters will not clog with debrisUpon completion, [redacted] signed a completion certificate (attached), indicating their satisfaction with installation and both [redacted] and [redacted] signed the financing paperwork to commence billing for their installation through [redacted] *** On 3/2/a service ticket (attached) was generated and sent to our local office in Philadelphia to advise them of the customer’s callconcerns with dripover [redacted] received a call back the same day from our Service Tech, Stephon M***During the course of the conversation, he explained that snow and ice are naturally occurring events that LeafFilter is not responsible for causing No further contact was made by the customer until 6/4/15, when we were notified the customer was unhappy with the system’s performance again, alleging dripover concerns, ice concerns and a split downspoutWe opened a service ticket immediately and was able to get through to [redacted] on 6/5/– she would not make an appointment with our Project Manager, Rene B [redacted] , to inspect her system and investigate her concerns, advising that we needed to speak with her husbandWe left several messages with Mr [redacted] and finally was able to set for 6/10/in the evening Rene arrived at the customer’s home on 6/10/a few minutes early and waited for Mr [redacted] to arriveUpon arrival, he was immediately verbally hostile towards RenePer Mr [redacted] , the concerns pertained specifically to snow and iceBecause Mr [redacted] was not able to engage in reasonable discussion of the issues and denied proper inspection of the system by Rene, our project manager left the premises Our Corporate Regional Project Manager, Scott G***, called Mr [redacted] shortly thereafter after receiving Rene’s report of the events of the service callMr [redacted] explained to Scott that the system is working perfectly now, but he has concerns with snow and ice in the winterPer Mr [redacted] , he had heat cables in the gutter before LeafFilter installation to prevent ice buiand he thought the gutter protection would provide the same serviceWhile Rene was conferenced in, Scott explained that gutter protection does not cause or prevent ice dams or snow build-up, and ice dams are caused by a void in the insulation in the attic and/or poor roof ventilationFurthermore, Mr [redacted] ’s statement that heat cables were previously installed on the home indicates that snow, ice and ice dams were pre-existing conditions present before the LeafFilter installationMr [redacted] further claimed that no water was entering the system during the winter time, but also contradictorily claimed that there was ice forming in the downspouts (meaning that water did travel down the downspout before the temperature fell below degrees)Scott also explained that the LeafFilter is designed and guaranteed to prevent interior clogs of the gutter and Mr [redacted] did confirm that he has not had to clean out the gutters since the LeafFilter was installedMr [redacted] then began to use inappropriate language and became very rude and hostile, threatening to slander our company if we did not provide a refundScott again explained our company and product could not control the weather or prevent naturally occurring snow and ice, after which Mr [redacted] swore repeatedly and then ended the callThis conversation was followed shortly thereafter by a text message from Mr [redacted] threatening to slander our company and that it would give him great satisfaction In conclusion, our company has provided a service and installation of the LeafFilter production on the [redacted] s’ home, as per the contract agreed and signed in January Upon execution of the contract, the customer signed a certificate indicating their satisfaction with the installationAs per customer statements, the system is operating as designed, keeping out leaves and debris from the interior of the gutterBoth the warranty and our contract guarantee that no debris will clog the interior of the gutter and we have not found evidence to support that such an instance is occurring at the [redacted] residenceAt this time, we have been denied opportunity to inspect our system and investigate further any claims of improper installation by Mr [redacted] on 6/10/Our company cannot be responsible for the weather and naturally occurring snow and ice that forms when temperatures fall below freezingFurthermore, Mr [redacted] has indicated that snow, ice and ice dams were a concern on the home before LeafFilter was ever installed on the homeOur company has provided responsive service (inasmuch as the customer has allowed us) to the customer’s complaints and explained our company’s position on this matterThe customer has been unreceptive to our reasonable explanations and responded that he will slander our company and product unless he gets a refundGiven the facts, we find that removal and refund would not be warranted in this case Respectfully, Joe R [redacted] Vice President of Installation LeafFilter North, Inc
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 However, I believe the salesman misrepresented some of the facts about LeafFilter During his sales presentation he stated that the LeafFilter had control of the product from manufacturing through the installation of the product Talking with the Dave M*** the Regional Project Manager today, LeafFilter holds the patent on the product which is manufactured by a third party and the installation is contracted out
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I haven't responded sooner because I'm just not sure how to respond, anymoreIs no one actually listening to the complaint? I never told anyone to not come outThey call because you are involved, I agree to let them come out to check out the problem but they don't show upHow is that "coming out, AGAIN, to assist, AGAIN?" Of course they're saying there is nothing more to comment onBecause they don't think they have toIt's the same thing it's been from day oneBlow a lot of smoke and I'll go awayIgnore me and I'll go awayRevdex.com has done nothing but allow them to continue to write me offApparently, you feel I have no legitimate claim against them, eitherThey make claims, they don't honor their warranties, their responses are starting to sound like they're being addressed by year oldsThey're not professional, their customer service is terrible and they have no intention of trying to resolve our issues with their product that we paid a lot of money forI came to the Revdex.com because I couldn't get them to help me in the first place and now all we're doing is passing notes back and forthYet you continue to give good ratings to a company that if I had known all this before hand, I would've never given them my business in the first placeI've since read dozens of complaints online, many with the same issues as I've experiencedYet you say they're a good companyCertainly doesn't pay to check Revdex.com ratings on anything, anymore.Regards,
*** ***
This is the completed form for Mr. Howard. This has been resolved as of April 8th, 2014.
Respectfully,
Joseph C. R[redacted]
We have contacted the customer and an appointment is set for 5/3/16.
Our final position,
We did send out personal. We have included this in our final disposition the last 3 times. If they feel that we do not have to come out again to help assist again, then there is nothing more to comment on. This is our final position and statement.
Respectfully,
We have already stated our position.
To whom it may concern,
I spoke with Sandra today April 3rd, 2014 and she is going to get an estimate to repair the speckling on the one location in the ceiling. We will cover the cost of the service and I have e-mailed our contact information to her. She is to provide...
me with a copy of the estimate and then we will take care of the cost of that repair.
Respectfully,
Joe R[redacted]
VP of Installation
Dear Sir/Madam,
size="3">
In reference
to the complaint made by [redacted], we submit the following:
4/11/13 – [redacted] & [redacted] contracted LeafFilter
North to clean out gutters and downspouts, seal & realign as necessary,
reinforce the gutters with hidden brackets and install LeafFilter Gutter
Protection for the negotiated price $4300.00. Customer filled out a finance
application for [redacted] Credit Card from [redacted]. This will
include a Lifetime Manufacturer’s No Clog Guarantee.
4/12/13 - Financing
from [redacted] approved.
4/13/13 – Contract services performed, including installed
LeafFilter Gutter Protection. [redacted] and [redacted] both sign off on the [redacted] financing for the agreed upon price of $4300, 12 months, no interest.
7/11/13 – LeafFilter North is notified that the customer filed
a complaint through [redacted], citing overflow and debris on top of the
system.
7/15/13 – LeafFilter North representative installed five
feet of higher flow screen (carries the same Lifetime Warranty as the regular
mesh). Added a splash guard at an inside corner and cleared debris from the top
of the system in this area. Reinstalled 40’ of panels to sit behind the dripedge
for customer satisfaction. Ran water test – ok. Customer was present at this
service call and signed off on satisfaction. This was submitted to [redacted],
as the customer was satisfied, and billing was resumed.
9/3/13 – Customer called our Service Department and a LeafFilter
North representative repaired dripedge and re-siliconed flat roof for customer
satisfaction. Cleaned debris from the top of the screen. Customer was present
at the service and signed off.
6/19/15 – Customer called our Service Department and a LeafFilter
North representative inspected system for customer’s leak/overflow concerns –
found system installed properly and no debris clogging the interior of the
gutter. Cleared some debris from the top of the system. Called the customer to
explain what was done.
In conclusion, LeafFilter North was contracted by the customer
to perform a service of cleaning and installation of gutter protection. We have
never declined to service the product. Upon our most recent visit to the home,
we found the LeafFilter to be installed properly and operating as designed. Upon
inspection of the system at each visit, and as per the Manufacturer’s Lifetime
No Clog Guarantee, debris has not clogged the interior of the gutter at the
[redacted] residence. If the customer is still unhappy after the most recent
service visit, we would be happy to re-open a ticket on their concerns for our
local office to address as needed.
Given that we have provided a service and installation of a product
to the customer that is performing as advertised and keeping debris from
entering the interior of the gutter and, additionally, our willingness to
service the customer’s concerns as needed, we find that a refund and/or removal
of the product would not be warranted in this case. If the customer has
continued concerns, we encourage them to contact our Service Department at
1-800-749-4566 so we can best assist them.
Please let us know if we need to do anything further to
resolve this matter.
Regards,
Joe R[redacted]
Vice President of Installation
LeafFilter North Inc.
[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.]
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.
Regards,
[redacted]
I already have a complaint filed, #[redacted]. I was given 10 days by you to let you know if it was resolved. The company did contact me ( not when they said they would but 2 days later). They agreed to come out to look at the situation. The gentleman seemed genuinely interested in resolving the problem so I gave them the benefit of the doubt and agreed to the appointment not realizing he was setting up an appointment well after the 10 day period. I now think he did it on purpose but it's too late for that now. In any case, he said it had to be when "HE WAS IN THE AREA". Okay. I work full time so it had to be when I was home. I wasn't agreeing to any more of them coming out when I"m not here then handing me a form to sign. So we scheduled for him to come out on July 14 early in the morning because I had to leave for work at 11:30. He never showed up. I called before I left for work and NO ANSWER! What do I do now?Desired Resolution: Refund selectDesired Outcome: I'm tired of being the only party trying to work out a solution. Leaf Filter obviously has no interest in resolving our problems with their product. I now now just want a refund for a faulty product that's doing more harm than good in some areas of our home.
To Whom It May Concern:
size="3">
In response to [redacted]’s
complaint, we submit the following response:
On 1/16/15, [redacted] and [redacted] contracted our
company to provide the service of cleaning out their existing gutters,
resealing and realigning as necessary, adding reinforcement with hidden hangers
and installing LeafFilter Gutter Protection on their home. We fulfilled our
contractual obligations, providing this service and installation of the product
on their home on 1/19/15. Their installation includes a lifetime manufacturer’s
guarantee that the interior of the gutters will not clog with debris. Upon
completion, [redacted] signed a completion certificate (attached),
indicating their satisfaction with installation and both [redacted] and [redacted]
signed the financing paperwork to commence billing for their installation
through [redacted].
On 3/2/15 a service ticket (attached) was generated and sent
to our local office in Philadelphia to advise them of the customer’s called-in concerns
with dripover. [redacted] received a call back the same day from our
Service Tech, Stephon M[redacted]. During the course of the conversation, he
explained that snow and ice are naturally occurring events that LeafFilter is
not responsible for causing.
No further contact was made by the customer until 6/4/15,
when we were notified the customer was unhappy with the system’s performance
again, alleging dripover concerns, ice concerns and a split downspout. We
opened a service ticket immediately and was able to get through to [redacted] on
6/5/15 – she would not make an appointment with our Project Manager, Rene
B[redacted], to inspect her system and investigate her concerns, advising that we
needed to speak with her husband. We left several messages with Mr. [redacted]
and finally was able to set for 6/10/15 in the evening.
Rene arrived at the customer’s home on 6/10/15 a few minutes
early and waited for Mr. [redacted] to arrive. Upon arrival, he was immediately
verbally hostile towards Rene. Per Mr. [redacted], the concerns pertained
specifically to snow and ice. Because Mr. [redacted] was not able to engage in
reasonable discussion of the issues and denied proper inspection of the system
by Rene, our project manager left the premises.
Our Corporate Regional Project Manager, Scott G[redacted], called
Mr. [redacted] shortly thereafter after receiving Rene’s report of the events
of the service call. Mr. [redacted] explained to Scott that the system is
working perfectly now, but he has concerns with snow and ice in the winter. Per
Mr. [redacted], he had heat cables in the gutter before LeafFilter installation
to prevent ice build-up and he thought the gutter protection would provide the
same service. While Rene was conferenced in, Scott explained that gutter
protection does not cause or prevent ice dams or snow build-up, and ice dams
are caused by a void in the insulation in the attic and/or poor roof
ventilation. Furthermore, Mr. [redacted]’s statement that heat cables were
previously installed on the home indicates that snow, ice and ice dams were
pre-existing conditions present before the LeafFilter installation. Mr.
[redacted] further claimed that no water was entering the system during the
winter time, but also contradictorily claimed that there was ice forming in the
downspouts (meaning that water did travel down the downspout before the
temperature fell below 32 degrees). Scott also explained that the LeafFilter is
designed and guaranteed to prevent interior clogs of the gutter and Mr.
[redacted] did confirm that he has not had to clean out the gutters since the
LeafFilter was installed. Mr. [redacted] then began to use inappropriate
language and became very rude and hostile, threatening to slander our company
if we did not provide a refund. Scott again explained our company and product
could not control the weather or prevent naturally occurring snow and ice, after
which Mr. [redacted] swore repeatedly and then ended the call. This
conversation was followed shortly thereafter by a text message from Mr.
[redacted] threatening to slander our company and that it would give him great satisfaction.
In conclusion, our company has provided a service and
installation of the LeafFilter production on the [redacted]s’ home, as per the
contract agreed and signed in January 2015. Upon execution of the contract, the
customer signed a certificate indicating their satisfaction with the
installation. As per customer statements, the system is operating as designed,
keeping out leaves and debris from the interior of the gutter. Both the
warranty and our contract guarantee that no debris will clog the interior of
the gutter and we have not found evidence to support that such an instance is
occurring at the [redacted] residence. At this time, we have been denied opportunity
to inspect our system and investigate further any claims of improper
installation by Mr. [redacted] on 6/10/15. Our company cannot be responsible for
the weather and naturally occurring snow and ice that forms when temperatures
fall below freezing. Furthermore, Mr. [redacted] has indicated that snow, ice
and ice dams were a concern on the home before LeafFilter was ever installed on
the home. Our company has provided responsive service (inasmuch as the customer
has allowed us) to the customer’s complaints and explained our company’s
position on this matter. The customer has been unreceptive to our reasonable explanations
and responded that he will slander our company and product unless he gets a
refund. Given the facts, we find that removal and refund would not be warranted
in this case.
Respectfully,
Joe R[redacted]
Vice President of Installation
LeafFilter North, Inc.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
...⇄ /> July 16, 2015
Dear Mr. R[redacted]:
Please advise
how 2 LeafFilter representatives verified that the installation is done
correctly when no one from LeafFilter came to our home with a ladder long
enough to reach the top of the house?
Also, please
note that the customer satisfaction certificate that I signed was checked off
by the installer and I was asked to sign it.
The installer informed us that he took pictures of the install but never
showed them to us. He also did not
explain the pros and cons of splash guards. We could only hope that the installer had
installed the LeafFilter gutter protection correctly as neither me or my
husband would not be climbing up a ladder 30 feet to check it.
The sales
presentation ended with Jeff [redacted] asking Patrick M[redacted] if the heat
cables in our gutters and downspouting would cause a problem with the
installation of the LeafFilter system. At this time, Patrick M[redacted] informed us that we would no longer need the
heat cables because the LeafFilter
system works so well that that we would never have to worry about icicles or
ice in our downspouting during the winter season. Patrick M[redacted] suggested the removal of the
heat cables and their removal is part of our contract. The LeafFilter system turned out to be an epic failure because we experienced large
icicles and ice in the downspouting!!!
The LeafFilter system did not
perform as described by Patrick M[redacted] when he sold it to us. This product failed to provide us with the protection that Patrick M[redacted] said
we would have with its purchase.
Due to the failure of the LeafFilter product, the
only acceptable resolution is that the product be removed from our gutters and
we are credited with a full refund of the purchase price.
Thanks
[redacted]
v
Regards,
[redacted]