LeafGuard Holdings, Inc

There seems little that Englert can do at this juncture to alleviate Mr. [redacted]' concerns.  The Leaf Guard warranty coverage, as well as the cause of his ice dams, were detailed in letters to him dated March 25 and April 8.  Inspections by Englert determined that the ice damming...

he encountered was not the result of any product or workmanship defects - but of a defect in the design and construction of his roof given the weather in the region he lives. It is not surprising that the company backing his homeowner’s warranty will disagree –  those companies always seek to avoid any possible responsibility under their insurance policies. Regardless, in an  effort to prove that the matter had nothing to do with Englert, we offered to pay for [redacted] (a national, unaffiliated and independent leak detection company) to come out to examine the premises and determine the true cause of the problem.  The only stipulation was that everyone would agree to whatever [redacted] determined.  Mr. [redacted] refused that offer.  Accordingly, Englert is unable to provide any further assistance to Mr. [redacted] in addressing this matter.

I am sorry to hear the card the customer received was not what they had expected.  The original gift card sent to the customer was the exact one one advertised on TV.  However, in the spirit of customer service, we have mailed a new card to a local chain restaurant (Cracker Barrel) to the...

customer on 11/4/15 and left a message with the customer notifying her of such.

[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]

The Branch manager and Production Manager met with Mr. [redacted] on Thursday afternoon at 5:30, June 30th. He spoke of his difficulty in reaching us but admitted to calling the call center instead of either of the manager's numbers or the local office number.  The manager made sure Mr. [redacted] had...

both cell numbers as well as the local office numbers for future reference.  Mr. [redacted] said he did not know what the LeafGuard warranties did and did not cover, so I explained them to him. At that point, he said that he had no requests for us at this [redacted]e since the items he was concerned with were outside the warranty parameters. I told him that it was primary to me that he is a happy customer, but he said that he did not want to ask us to do anything outside what was in the original contract. The meeting was very friendly and when we were leaving he said he would remove the complaint he lodged on the Revdex.com website. He also said that he would like for us to quote his addition some[redacted]e in the fall.

On 3/24/2015 the manager met with the customer to address her concerns.  She requested a water test from a technician to verify that her system was working properly.  We sent a service tech the next day to water-test her entire system in her presence.  We were able to demonstrate that...

the system was free of clogs.  Customer is satisfied with this response.

The Branch manager and Production Manager met with Mr. [redacted] on Thursday afternoon at 5:30, June 30th. He...

spoke of his difficulty in reaching us but admitted to calling the call center instead of either of the manager's numbers or the local office number.  The manager made sure Mr. [redacted] had both cell numbers as well as the local office numbers for future reference.  Mr. [redacted] said he did not know what the LeafGuard warranties did and did not cover, so I explained them to him. At that point, he said that he had no requests for us at this [redacted]e since the items he was concerned with were outside the warranty parameters. I told him that it was primary to me that he is a happy customer, but he said that he did not want to ask us to do anything outside what was in the original contract. The meeting was very friendly and when we were leaving he said he would remove the complaint he lodged on the Revdex.com website. He also said that he would like for us to quote his addition some[redacted]e in the fall.

[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 am sorry to hear the card the customer received was not what they had expected.  The original gift card sent to the customer was the exact one one advertised on TV.  
However, in the spirit of customer service, we have mailed a new card to a local chain restaurant (Cracker...

Barrel) to the customer on 11/4/15 and left a message with the customer notifying her of such.

Complaint: [redacted]
I am rejecting this response because:On April 23, 2015 Mr. [redacted] came to my home to do a third inspection of the gutter system of my home. I showed him all the areas that need attention and he stated that he would send me a copy of his report, I have not received an email of his findings as of 4/28/15. Via phone on 4/28/15 he stated that the report was in the hands of corporate and that any major issues that were caused by Leafguard of [redacted] they will not be fixing, because Tri-State Leafguard did not install, but are all part of Englert Inc. Moreover, Mr. [redacted] had [redacted] LLP a law office send me a notice on April 14,2015 and to date the lawyer Mr. [redacted] has yet to return any of my calls in regards to his letter, I call everyday  two times a day with no response or return calls. Since February 23, 2015 I have had [redacted] all come out to do inspections on my gutter system all with no resolution, with [redacted] and [redacted] handling all communications, to date I have been told that I am no longer allowed to speak to anyone except [redacted], but yet I was allowed to speak with [redacted]. They are willing to fix some issues, but not the major issues involving problem area as you can see in this picture there is a large piece of metal flashing that was put there along with lots of silicon along the exterior siding that was done by Englert Inc. which has not shown up in any Englert Inc. letter to date. I am asking for a full refund of my purchase of Leafguard/Englert Inc. system and my $1,500 home owners insurance deductible and that is all. We feel that this is a fair resolution with everything that has transpired to date. Thank you, Mr.  [redacted]  
Regards,
[redacted]

At LeafGuard, we feel it is of utmost importance to educate our customers before asking for a sale. Quite often we find that customers have a misunderstanding of who we are and what we do. We want to make sure our customers know what they are getting, and what they are not getting. Because of this,...

we stress to our representatives the importance of a thorough demonstration, even when a customer states they already know about LeafGuard. We would rather provide too much information and have a happy customer, than to gloss over everything and end up with a dissatisfied customer. It is unfortunate that Ms. [redacted] felt uneasy during her appointment with our representative. That is clearly not our intent. The representative could have done a better job assessing the situation and adjusting to Ms. [redacted] comments to expedite the process.Regarding the reduction in price, we offered this customer our current promotions. Then, because the customer stated it was too costly for her, we removed some items from the scope of work to make the job more affordable. Ms. [redacted] called me this morning to discuss her concerns. I explained the same things and apologized that the representative failed to communicate better and left her feeling dissatisfied. She did state that he was very professional and a nice person.While there was no actual wrongdoing in this situation, there is certainly room for improvement. Ms. [redacted] comments will be taken into consideration with ongoing training we provide for our representatives.

Complaint: [redacted]
I am rejecting this response because:
I ([redacted]) did not refuse offer made to me to have an independent leak detection company come out. There was a stipulation in the proposal not documented in this letter, that Englert wants my New Home Warranty and my Builder to sign a document and they refuse after they have done their own investigation. I have no control over a 3rd party and cannot make these companies sign. [redacted] Leafguard stated there was a problem with the gutter system and if I wanted it fixed I would have to reframe my roof, I had sent all documentation and communication to Englert. Furthermore, we still have leaking gutter issues from February 23, 2015 and no one has offered to fix. Which is breach of contract and fraud. I can provided all communications and documentation to back my claim. Englert, has not made an attempt to provide any proof of their claims, nor have they reached out to repair any leaking issues or except any of investigative documents/communication by both builder, New home warranty and [redacted] Leaf Guard.
Regards,Mr. [redacted]

Complaint: [redacted]
I am rejecting this response because: if a gift card was mailed on 10/15 I should have received it by now (a full week later). Only when the card has actually been received will I consider the complaint resolved.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Gift card was mailed from our [redacted] location on 10/15/2014 for the $50 dinner card. Thank you for bringing this to our attention.[redacted]EVP

We have ordered the $50 restaurant.com gift card according to our regular promotion policy.  The customer should receive it within 7-10 business days.  We will not visit [redacted] home again unless she requests additional information or an additional quote at a future time.

Review: I have been trying to get Leaf Guard back to fix the problem with overflow (serious overflow) on the gutters installed and pouring water on my deck.Desired Settlement: I want the gutters fixed to do what Leaf Guard advertises they should do.

Business

Response:

On 10/16/2015 we went to the Customer's home and resolved his service issues.

Review: The television advertising campaign run by Leaf Guard promises to provide customers with a $50 restaurant gift card with their in home estimate. We had an in home estimate in August, were not given a gift card or a form to complete to send off for one. My husband and I have each phoned on multiple occasions asking about this; we have each tried to make an official complaint, been told that someone would call us back within 24 hours and heard nothing.Desired Settlement: We would like to receive the restaurant gift card which is promised in the advertising.

Business

Response:

Gift card was mailed from our [redacted] location on 10/15/2014 for the $50 dinner card. Thank you for bringing this to our attention.[redacted]EVP

Consumer

Response:

Review: [redacted]

I am rejecting this response because: if a gift card was mailed on 10/15 I should have received it by now (a full week later). Only when the card has actually been received will I consider the complaint resolved.

Regards,

Business

Response:

Gift card was taken to the customers home by our General Manager and handed directly to the home owner.[redacted]

Consumer

Response:

[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.]

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,

Review: I ASK LEAF GUARD TO COME AND GIVE ME AN ESTIMATE FOR SOME GUTTERS ON MY HOME I SAW A AD THAT SAID THEY GIVE FREE ESTIMATES AND WITH THE ESTIMATE YOU GET A $25.00 GAS CARD, WELL THEY CAME AND GAVE ME AN ESTIMATE I TOLD THE SERVICE GUY I WANTED TO WAIT ON IT I WAS EXPECTING SOME MONEY LATER ON, HE GOT ON THE PHONE AND CALL HIS MANAGER AND THEY TRIED TO PRESSURE ME INTO BUYING THEM RIGHT THAN, I TOLD THEM I CANNOT AND THAN I ASKED IF I STILL GET HE $25.00 GAS CARD AND THEY SAID NO!!!! THEY SAID IT WAS FOR $50..00 GIFT CERTIFICATE FOR FOOD ,AND I TOLD THEM THAT IS NOT THE RIGHT AD THEY SAID ON TV, THE MANAGE SAID I SAW THE RIGHT AD AND I SAID NO MY BROTHER AND I SAW THE RIGHT AD, HE SAID HE WOULD SEND ME A $50.00 GIFT CERTIFICATE, I HAD TO FILL OUT A FORM AND MAIL IT INTO RESTURANTS DOT COME, WELL I WAITED AND RESTURANT DOT COME MAIL ME A FORM TO GO ON LINE AND PRINT IT OUT, I CALLED LEAFGAURD AND TOLD THEM I HAD THE CERIFICATE AND THEY ASK ME FOR THE NUMBER AND THAN THE GIRL GAVE ME SEVERAL RESURANTS THAT I DID NOT KNOW OUT OF THE WAY RESTURANTS, PLACES THEY SERVE BEER AND WINE, NOT THE KND OF RESTURANTS LIKE LOGANS OR RED LOBSTERS, RESTURANTS I DID NOT EVEN KNOW WHERE THEY WERE, MOM AND PO RESTURANTS BEER JOINTS, I SAW ONE THAT SERVE FOOD I KNEW IN ALGOOD, I SAID THAT ONE WAS OK, WELL SEE SEND ME A 2 PIECES OF PAPER THAT SAID ,I HAD TO BUY $50.00 WORTH OF FOOD AND THEY WOULD TAKE $25.00 OFF, I AM SINGLE, DISABLE AND A SENIOR CITIZEN, I CANNOT EAT $50.00 WORTH OF FOOD, AND I HAD TO BUT IT ALL RIGHT THAN AND THERE, COULD NOT GET IT AT DIFFERENT TIMES, I CALLED ONE OF THE STORES AND THEY SAID THAT LEAFGUARD DOES THIS TO GET THE BUSINESS FROM THE RESTURANTS AND THEY LOSE $25.00 WORTH OF FOOD COST. THEY LIED ON THEIR AD ,THEY SHOW A GIFT CARD NOT A PIECE OF PAPER, YOU DO NOT GET A GIFT CERIFICATE FOR $50..00 YOU GET A PIECE OF PAPER FOR A $25.00 OFF DINNER IF YOU BUY $50.00 WORTH OF FOOD. THEY DO NOT TELL YOU THAT THESE ARE NOT LOCAL RESTURANTS THEY ARE OUT OF THE WAY.Desired Settlement: I WOULD LIKE A $50.00 GIFT CARD TO A NICE RESTURANT LIKE RED LOBSTERS, OR LOGANS OR CRACKER BARREL OR I HOP, LIKE THEY SAID . THEY ARE TAKING ADVANTAGE OF US LADIES SAYING AND ADVERTISING ONE THING AND DOING ANOTHER, THEIR NUMBER IS UNLISTED THEY ARE NOT LISTED WITH THE TELEPHONE COMPANY, THEY ARE HIDING THEIR NUMBERS, THEY KNOW THEY ARE DOING WRONG, BUY ADVERTISING THIS WAY. I WANT MY GIFT CARD TO A NICE RESTURANT LIKE IT SHOWS ON TV , A GIFT CARD NOT A PIECE IF PAPER, AND I WANT TO BE ABLE TO USE IT LIKE I WANT NOT ALL AT 1 TIME.

Business

Response:

I am sorry to hear the card the customer received was not what they had expected. The original gift card sent to the customer was the exact one one advertised on TV. However, in the spirit of customer service, we have mailed a new card to a local chain restaurant (Cracker Barrel) to the customer on 11/4/15 and left a message with the customer notifying her of such.

Consumer

Response:

[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.]

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,

Review: Gutters are guaranteed not to clog. I have been trying to get them to clean out the clogs on my gutters for over two months. They have promised to perform the work three times but never show up.Desired Settlement: clean clogs out of gutters

Business

Response:

We were able to complete the service for this customer on 9/22/15. The clog has been cleared and gutters are flowing properly.

Consumer

Response:

[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.]

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,

Review: Buyers Beware!! - [redacted] should be ashamed having this company represent them. False Advertising - Extremely poor Customer service - We have to pretend to be someone else calling to get the manager [redacted] on the phone -Would Never recommend this product or company to my worst enemy.Go Straight to gutter Helmet- Leaf guard is TERRIBLE.Does not abide by contract - cant get anything fixed.$4,100.00 of money wasted on a poor product. Our system was installed In January 2015- the day after we noticed a dripping leak - we called the salesman and he told us they would be back out within a week to fix. A month later I have a major roof leak, caused by an ice damn from an improper pitch installation. (the leak I reported the day after installation). The original company that installed the system was [redacted] Leaf guard. Tri State Leaf guard is now handing our contract for reasons still unknown. Stories that they bought the other company out, or they are running him out of his own territory. Bottom Line neither company is willing to help or take responsibility. We have had managers to the house to assess the situation. Nobody physically got up on a ladder or the roof to further inspect. They are working off pictures we have sent them. They are passing the issue off as a roof leak. The house is brand new, built in November 2014. We have confirmation from the builder /roofer that the leak has been caused by the gutter system. Adding a larger Liter and having the installation (pitch) not correct. Also we have in writing from the original installer ([redacted] Leaf Guard) That our house is not conducive to the leaf guard system. We have $20,000.00 worth of damage to the interior of our home that needs to be fixed. Sheetrock, Windows, Flooring, paint and furniture. Nobody is willing to come and fix our system (that still has the original leak) and nobody is taking responsibility to repairing the damage, Our builders Home Warranty also stated that it was a gutter issue and they are responsible.Desired Settlement: We want our Money back ($4,100.00). We want our $1,500.00 Home Owners Insurance deductible paid (so we can fix the repairs) and our open gutter system reinstalled by another company - at no charge to us.

Business

Response:

There seems little that Englert can do at this juncture to alleviate Mr. [redacted]' concerns. The Leaf Guard warranty coverage, as well as the cause of his ice dams, were detailed in letters to him dated March 25 and April 8. Inspections by Englert determined that the ice damming he encountered was not the result of any product or workmanship defects - but of a defect in the design and construction of his roof given the weather in the region he lives. It is not surprising that the company backing his homeowner’s warranty will disagree – those companies always seek to avoid any possible responsibility under their insurance policies. Regardless, in an effort to prove that the matter had nothing to do with Englert, we offered to pay for [redacted] (a national, unaffiliated and independent leak detection company) to come out to examine the premises and determine the true cause of the problem. The only stipulation was that everyone would agree to whatever [redacted] determined. Mr. [redacted] refused that offer. Accordingly, Englert is unable to provide any further assistance to Mr. [redacted] in addressing this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I ([redacted]) did not refuse offer made to me to have an independent leak detection company come out. There was a stipulation in the proposal not documented in this letter, that Englert wants my New Home Warranty and my Builder to sign a document and they refuse after they have done their own investigation. I have no control over a 3rd party and cannot make these companies sign. [redacted] Leafguard stated there was a problem with the gutter system and if I wanted it fixed I would have to reframe my roof, I had sent all documentation and communication to Englert. Furthermore, we still have leaking gutter issues from February 23, 2015 and no one has offered to fix. Which is breach of contract and fraud. I can provided all communications and documentation to back my claim. Englert, has not made an attempt to provide any proof of their claims, nor have they reached out to repair any leaking issues or except any of investigative documents/communication by both builder, New home warranty and [redacted] Leaf Guard.

Regards,Mr. [redacted]

Business

Response:

We have visited Mr. [redacted] home and we offer to do the following,1. In the rear of the home rep itch the 40’gutter so that the water completely runs out.2. Re-route the front downspout down to the ground on the side of the home. 3. Patch the hole in the gutter that the upper downspout was tied into.4. Check flashing on entire home.This offer is being done as a courtesy to Mr. [redacted] in an effort to make the customer satisfied. Please call our office if you would like to have these items completed and we will make this a top priority in getting it done.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:On April 23, 2015 Mr. [redacted] came to my home to do a third inspection of the gutter system of my home. I showed him all the areas that need attention and he stated that he would send me a copy of his report, I have not received an email of his findings as of 4/28/15. Via phone on 4/28/15 he stated that the report was in the hands of corporate and that any major issues that were caused by Leafguard of [redacted] they will not be fixing, because Tri-State Leafguard did not install, but are all part of Englert Inc. Moreover, Mr. [redacted] had [redacted] LLP a law office send me a notice on April 14,2015 and to date the lawyer Mr. [redacted] has yet to return any of my calls in regards to his letter, I call everyday two times a day with no response or return calls. Since February 23, 2015 I have had [redacted], [redacted], [redacted] all come out to do inspections on my gutter system all with no resolution, with [redacted] and [redacted] handling all communications, to date I have been told that I am no longer allowed to speak to anyone except [redacted], but yet I was allowed to speak with [redacted]. They are willing to fix some issues, but not the major issues involving problem area as you can see in this picture there is a large piece of metal flashing that was put there along with lots of silicon along the exterior siding that was done by Englert Inc. which has not shown up in any Englert Inc. letter to date. I am asking for a full refund of my purchase of Leafguard/Englert Inc. system and my $1,500 home owners insurance deductible and that is all. We feel that this is a fair resolution with everything that has transpired to date. Thank you, Mr. [redacted]

Regards,