[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]
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/and left a message with the customer notifying her of such
The Branch manager and Production Manager met with Mr [redacted] on Thursday afternoon at 5:30, June 30thHe 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 himAt that point, he said that he had no requests for us at this ***e since the items he was concerned with were outside the warranty parametersI 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 contractThe meeting was very friendly and when we were leaving he said he would remove the complaint he lodged on the Revdex.com websiteHe also said that he would like for us to quote his addition some***e in the fall
We reached out to the customer regarding his dissatisfaction with the gift card We sent him a $*** gift card as a replacement The customer was happy with this solution
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 and April 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 livesIt 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 policiesRegardless, 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
At LeafGuard, we feel it is of utmost importance to educate our customers before asking for a saleQuite often we find that customers have a misunderstanding of who we are and what we doWe want to make sure our customers know what they are getting, and what they are not gettingBecause of this, we stress to our representatives the importance of a thorough demonstration, even when a customer states they already know about LeafGuardWe would rather provide too much information and have a happy customer, than to gloss over everything and end up with a dissatisfied customerIt is unfortunate that Ms [redacted] felt uneasy during her appointment with our representativeThat is clearly not our intentThe 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 promotionsThen, because the customer stated it was too costly for her, we removed some items from the scope of work to make the job more affordableMs [redacted] called me this morning to discuss her concernsI explained the same things and apologized that the representative failed to communicate better and left her feeling dissatisfiedShe 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 improvementMs [redacted] comments will be taken into consideration with ongoing training we provide for our representatives
Complaint: [redacted] I am rejecting this response because:On April 23, Mr [redacted] came to my home to do a third inspection of the gutter system of my homeI 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/Via phone on 4/28/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 IncMoreover, Mr [redacted] had [redacted] LLP a law office send me a notice on April 14,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 callsSince February 23, 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 Incwhich has not shown up in any Englert Incletter to dateI am asking for a full refund of my purchase of Leafguard/Englert Incsystem and my $1,home owners insurance deductible and that is allWe feel that this is a fair resolution with everything that has transpired to dateThank you, Mr [redacted] 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.] 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]
We have ordered the $restaurant.com gift card according to our regular promotion policy The customer should receive it within 7-business days We will not visit [redacted] home again unless she requests additional information or an additional quote at a future time
Complaint: [redacted] I am rejecting this response because: if a gift card was mailed on 10/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]
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 outThere 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 investigationI 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 EnglertFurthermore, we still have leaking gutter issues from February 23, and no one has offered to fixWhich is breach of contract and fraudI can provided all communications and documentation to back my claimEnglert, 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]
[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]
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/and left a message with the customer notifying her of such
The Branch manager and Production Manager met with Mr [redacted] on Thursday afternoon at 5:30, June 30thHe 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 himAt that point, he said that he had no requests for us at this ***e since the items he was concerned with were outside the warranty parametersI 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 contractThe meeting was very friendly and when we were leaving he said he would remove the complaint he lodged on the Revdex.com websiteHe also said that he would like for us to quote his addition some***e in the fall
We reached out to the customer regarding his dissatisfaction with the gift card We sent him a $*** gift card as a replacement The customer was happy with this solution
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 and April 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 livesIt 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 policiesRegardless, 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
At LeafGuard, we feel it is of utmost importance to educate our customers before asking for a saleQuite often we find that customers have a misunderstanding of who we are and what we doWe want to make sure our customers know what they are getting, and what they are not gettingBecause of this, we stress to our representatives the importance of a thorough demonstration, even when a customer states they already know about LeafGuardWe would rather provide too much information and have a happy customer, than to gloss over everything and end up with a dissatisfied customerIt is unfortunate that Ms [redacted] felt uneasy during her appointment with our representativeThat is clearly not our intentThe 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 promotionsThen, because the customer stated it was too costly for her, we removed some items from the scope of work to make the job more affordableMs [redacted] called me this morning to discuss her concernsI explained the same things and apologized that the representative failed to communicate better and left her feeling dissatisfiedShe 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 improvementMs [redacted] comments will be taken into consideration with ongoing training we provide for our representatives
Gift card was mailed from our [redacted] location on 10/15/for the $dinner cardThank you for bringing this to our attention[redacted] ***EVP
Complaint: [redacted] I am rejecting this response because:On April 23, Mr [redacted] came to my home to do a third inspection of the gutter system of my homeI 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/Via phone on 4/28/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 IncMoreover, Mr [redacted] had [redacted] LLP a law office send me a notice on April 14,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 callsSince February 23, 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 Incwhich has not shown up in any Englert Incletter to dateI am asking for a full refund of my purchase of Leafguard/Englert Incsystem and my $1,home owners insurance deductible and that is allWe feel that this is a fair resolution with everything that has transpired to dateThank you, Mr [redacted] 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.] 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]
We have ordered the $restaurant.com gift card according to our regular promotion policy The customer should receive it within 7-business days We will not visit [redacted] home again unless she requests additional information or an additional quote at a future time
Complaint: [redacted] I am rejecting this response because: if a gift card was mailed on 10/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]
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 outThere 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 investigationI 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 EnglertFurthermore, we still have leaking gutter issues from February 23, and no one has offered to fixWhich is breach of contract and fraudI can provided all communications and documentation to back my claimEnglert, 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]