LeafGuard Holdings, Inc

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,

Review: I had a gentleman to my house on Friday the 16th of October asking to do an estimate for new gutter protection. We are a no solicitation neighborhood...said if we have another guy show us via a camera what is in our gutters, we would simply, and with no obligation, receive a $50 restaurant card...so why wouldn't we oblige?

Tuesday at 3pm rolls around, and 2 men come to my property. They walk around and show me some wood rot that I had on my fascia boards, how my gutters are clogged, etc and show me a video of my gutters...one of the guys does a presentation for 45 minutes and shows me a quote...of nearly $7,000 to put "their system" in.

Another half hour goes by and we go back and forth (I keep saying no, you can leave now) and they keep using the lame sales techniques they were taught by the company...including getting "[redacted]" on the phone to "see if we can get the lady a better price". They even told me they'd hang Christmas lights for free...but when "[redacted]" was told by one of the guys on my property that I wasn't interested in the lights, they deducted some fees from the total price...Desired Settlement: 1) send the restaurant card ($50)

2) apologize

3) not solicit in my neighborhood ever again

Business

Response:

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: $50 restaurant card was promised for having them demonstrate their product at my home. After 2 hours with 2 men at my property, 3 months of waiting, their has been no card sent.Desired Settlement: I would like the $50 restaurant card sent this week.

Business

Response:

In researching our records a gift card was issued to the customer via email on 10/23/2015. Upon contacting the card issuing company it appears it was redeemed by another email address than the one it was originally sent to. In speaking with the customer she was unsure how that could've happened. We have discussed the situation with the customer and are re-issuing a new card to her home address.

Review: Warranty for free services, which was declined by the new owners.

A service person was here without any notification and left a message at the door, that I do not have a problem. Even during heavy rain, water drips between the gutters and the wood from the roof.Desired Settlement: I want to be present and explain to a person, what I have noticed. This was declined by Englert leaf guard company and I was threatened with a service fee, if they come back again.

Business

Response:

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.

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 10542360, and find that this resolution is satisfactory to me.

Regards,

Doris Henderson