Complaints

This profile includes complaints for LeafGuard Holdings, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LeafGuard Holdings, Inc

  One Tower Center Boulevard E Brunswick, NJ 08816

  
• 

  Leafguard of Springfield

  6200 S 2nd St Ste D Springfield, IL 62711-4807

  
• 

  Leafguard of Austin

  2410 Patterson Industrian Drive Pflugerville, TX 78660-8312

  
• 

  Leafguard of Richmond

  1566 Standing Ridge Dr Powhatan, VA 23139-8051

  
• 

  LeafGuard of Nashville

  104 Gingham Dr La Vergne, TN 37086-2447

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, 2023 a LeafGuard representative (ID #******** came to our house to sell and give information on the LeafGuard gutter system. My wife was also in attendance. When we agreed to purchase the product, we worked on what a monthly amount would be and the details. Working with the representative and her boss (via phone) the monthly cost would be $96.00 until paid off with zero interest. On the ************** Universal Sales Slip the promotional plan number was filled in after all signatures were signed (she forgot to check box before signing. We believe that she checked the wrong box indicating Fixed payment reduced APR until paid in full, where the correct box should have been checked Equal payment NO Interest Until Paid in full. Our total cost for the product would be $7,618.00.We were informed by the sale representative that we would receive a fully signed contract of this purchase indicating all costs and installation. We did not receive the contract until after it was installed and had to contact LeafGuard to send a copy of the computer signed contract (Installation date was May 12, 2023, contract signed on February 11, 2023). Contract was emailed to my wife on May 15, 2023. The dispute is we were told there would be no interest added on to payments for the life of the loan. We contacted ************** and were told they would not do zero interest for life of loan and they will investigate my complaint. I have contacted LeafGuard several times and have not talked with anyone, only messages left. Account number ********************** does not indicate an account or tracking number for this purchase on any documentation. ************** has a reference number regarding our purchase from LeafGuard, which is 85348124HLJJ6DZVF.This is a typical bait and switch tactic for a company that wants to sell their product.

  Business Response

  Date: 07/11/2023

  The customer emailed the local General Manager on July 10th with their concerns.  The local GM has explained that the plan selected was a fixed payment at ****% interest.  We offer only 4 plans with Synchrony and none of them are 0% for life of the loan.  The only 0% interest option is the 18 months deferred interest plan.  The GM has made the offer to changed the customer's plan to what Synchrony has available for 0%, the 18 months deferred program, via email, and is awaiting the customer's reply. 

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have finally figured out why my new gutters have not been keeping the water out of my basement !! I am never outside when it is pouring and/or not at home. I had to go outside recently during a storm and now found out why my basement keeps flooding even with my new $6,000 Leafguard gutters !! The water pours right over the top of the gutters and lands directly next to my foundation ! Please let me know what you can do to remedy this situation. I spent a fortune on these gutters and my water problem is worse than ever. And these gutters are the reason ! Please contact me asap at ************; email is ***************************** I need these problem remedied ASAP. I am tired of the amount of water pouring into my basement during rain storms.

  Business Response

  Date: 07/07/2023

  Thank you for reaching out. I see that we've never received a service call from you. Our local management will be reaching out ASAP to create a service ticket, and address any concerns with your LeafGuard system. 

  Customer Answer

  Date: 07/18/2023

  
  Complaint: 20284185
  
  I am rejecting this response because:  Leafguard contacted me on July 7th and said they were going to call me last week to schedule sending someone out last week to remedy my gutter issue. They never called and set up an appointment and did not come out. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/18/2023

  GM spoke with customer, service is scheduled for 7/24. Customer was not available on days offered last week. Customer stated she is good with the 24th. 

  Customer Answer

  Date: 07/18/2023

  
  Complaint: 20284185
  
  I am rejecting this response because:

  Leafguard responded to the BBB that they called me and I was not available for appointments offered me.  That is not accurate.  On my initial call with ****, he told me they would call me next week to schedule an appointment to come out the week of July 10th.  No one ever called or offered any dates.  I let **** know that I work on the mornings of Monday, Tuesday, and Thursday taking care of a man with dementia.  He was very understanding during that conversation of July 7th, however, being it was late on Friday when we spoke on the 7th, he told me they would call next week to schedule.  No call was ever received.  I called Leafguard again today (July 17th) to ask why I was not contacted.  I was told they would give **** my message and have him call me back.   **** called me back immediately and apologized and offered me an appointment on Monday, July 24th.  Since I work that day from 9 AM to 1 PM, I requested that they come when I am home in the afternoon.  **** indicated that they would try to come in the afternoon, and that I should be home so that the technician and I could address the issue.   So we shall see what happens on Monday the 24th.  **** is very polite and professional, and I truly appreciate that.  I am hoping that they can remedy the issue of the rain water flowing over my gutters instead of into them.  Thank you for your support.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a month ago I made several phone calls to have our gutters cleaned out as there are clogs, which is part of their guarantee. An appointment was made and that appointment was missed with no phone call as to why. Then I called to see what is going on, another appointment was set. That appointment was missed but I phone call was made to me and saying the office manger would call me the next day to set up another appointment. No phone call has been made and since then we now have had water pooling at our foundation. Gutters that cost over $15,000 should come with better customer service and if they cant keep their guarantee, they shouldnt have it.

  Business Response

  Date: 07/08/2023

  We talked to ******. Scheduled him for the 8th and he called back and said he preferred the 11th of July . Were delivering him 275 feet of custom drip edge thats wicker color and addressing any issues he has currently at no cost. 
  

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The water is still leaking through the gutters and on to the porch and making puddles on the lawn. This is the reason we had them put the new gutters on . It cost 4000. The ad said no leaks . We tried calling and calling the numbers they gave us and can't get anyone. We just got it done April of this year.

  Business Response

  Date: 07/03/2023

  Customer not in LeafGuard system. Asked customer to check sales paperwork, verify where system was purchased.  Trying to help customer identify system, Mr said he would just see us in court, and ended call. 

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed Leaf Guard gutters Fall 2022. Front gutter started pulling away from the soffit on the front of the house and water was running between the soffit and gutter. Contacted Leaf Guard to come discuss the issue in Jun 2023. They call me and I tell them where the gutter is pulling away. The man said he identifies it and when I come home from the gym nothing was done. My daughter said they just left and didnt do any work. Tried to call back/text back several times to the corporate number and their cell phones. Never a response.

  Business Response

  Date: 07/10/2023

  Installers went to home, spoke w/ customer. Checked/adjusted pitch on front of home. Checked all brackets and drip edge. 

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased gutters system on the 1st of June 2023. During the sales pitch I was told that the black corrugated pipes attached to the downspout would be buried by the installer. I had a very elaborate conversation with the salesman about the black pipes and how they drained. On installation day **** June 2023--the install crew showed up at my house at ****pm (This is a Saturday) and stayed until ****pm. The sun set at 839pm on that day. The installers worked in the dark and when asked how they were going to bury the pipes, they stated that they do not do that. I called my salesman on the following Monday to let him know that the pipes did not get buried and that the gutters were leaking all over the place. The salesman then told me that for insurance reasons they are not allowed to bury the pipes. When I challenged him on that comment, he told me that he was 99% sure (not 100) that he did not say that. He then told me he was willing to get in his car and drive to bury the pipes himself. I told him no--I did not want him to bury the pipes, that I wanted a credit on my account for the work not done. He told me that he would check with his manager, but thought he would say no. On 13 June I checked with the salesman and was told still standing by. I called the office in Albany, NY to speak with a manger on the 16th of June. Manager returned call and left a voicemail. I made contact with him by email and scheduled a follow up on the 29th of June(tentatively). It is June 29th as of this writing and no one has showed up, nor has any attempt by the manager to keep me apprised been made. I expect a lot more from a company that charges ********* for gutters on a ****sq ft home. GUTTERS ARE STILL LEAKING and draining towards the foundation of the house.

  Business Response

  Date: 07/10/2023

  I spoke with the ********** today.  They are waiting for a roofing contractor to examine their roof.  Once the roof situation is resolved, we will return to the property to ensure our gutters are working correctly.  I will maintain contact withe the ********** until the problem is resolved.

  Customer Answer

  Date: 07/10/2023

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

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Supposed be a life time warranty. Is a warranty issue. Well my front picture window had to be replaced because the seal was broken during a bad winter. Also hornets and wasps like to fly into the gutters and make nests and are very disrupting if your sitting outside. Called leaf guard and they do not spray or clean out hornet nests. That is a flaw in the construction of the product. Have called leafguard spoke to a ***** was rude. And has not called me back since his guys came out and noticed a few flaws. The drain area his guys said was not ***** enough because water still overflows over and makes a mess.

  Business Response

  Date: 06/29/2023

  The customer had their ********************** system installed on May 6, 2014. Since then, they have had four service calls. The most recent was May 13, 2023.  The ** became aware of their concerns on June 27, 2023 as a result of texts that she sent to the Production Manager. Her complaints seem to be largely around hornets, and that we do not remove them. The ** spoke to her on June 27,  and explained that she has two lifetime warranties - a lifetime no pullaway/no detachment warranty, and a lifetime no clog warranty. She agreed that she has not experienced clogging. 
  
  
  The customer had a service on May 18, 2023 to clean a section of the top of the LeafGuard system. This cleaning is not part of any LeafGuard warranty, yet in an effort to satisfy our customer we completed it at no charge. The ** reminded her of this on their June 27 call. 
  
  
  The ** reiterated that we are not in violation of any of our warranties, or our contract and did offer to work with her in good will, to take care of the customer. The ** will schedule a personal site visit with the Production Manager on July 6, to be conducted at a date in July yet to be determined. We will inspect the system and perform a video recorded water test.  The ** is looking for a way to work with this customer, out of good will to the customer.  

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/31/2022, I met with a LeafGuard salesman, and signed to have their gutter system installed on our house ($13,763). Response was prompt, and installation was completed on 11/04/2022. The winter of 2022-23 was harsh, with record snowfall. That spring I noted water was dripping from the gutter because ice (apparently) had bent the end of a gutter and the adjoining downspout. I called *********************, ***** GM (04/24 or so), and was advised he was no longer with the company. I called the central number, and was referred to **** in *****. He said it was an "act of God" and I needed to file a claim with our homeowners' insurance company (***************** - claim #******************** - dated 04/27/2023). I called **** again and said I had filed a claim; he said he was out of the office and couldn't talk; he would call me back the next day. He did NOT call me back. I have called several times since then and left messages, but have yet to receive a call back. I have called the central number a few times to have them contact ****. They told me they have a record of him calling me, but my cell phone would have a record as well, which it does not. I even asked the central office to have a GM (any GM) call me, but have yet to receive a call from someone higher up in the company. I have since seen comments and reviews on the BBB site that other customers have also had their calls gone unanswered. It would seem to be the modus operandi for this company. I was advised by the *********** claims adjuster that I have a year to complete the work or I will have to pay all costs myself. If that happens, I will not hesitate to file a lawsuit against LeafGuard for any out-of-pocket expenses. They are the only company that is able to repair their gutter system. (Also, the salesman was not honest about the financing. He said if paid within 4 years there would be no interest. Not true. I want reimbursement for the interest paid, about $300.)

  Business Response

  Date: 07/06/2023

  We quoted the customer on Saturday, so she now has what she needs for her insurance claim. 
  

  Customer Answer

  Date: 07/07/2023

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

  PLEASE NOTE THAT I WOULD LIKE TO KEEP THIS CASE OPEN UNTIL THE COMPANY HAS COMPLETED THE REQUIRED WORK.

• Initial Complaint

  Date:06/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Leafguard system is advertised as maintenance free. That is untrue and false advertising. The "nose" portion of the top must be kept clean. If not dirt will build up and keep the water from flowing into the gutter system. The water will go over the gutter. Allowing the water to run down the gutter and onto the fascia boards.

  Business Response

  Date: 06/03/2023

  The LeafGuard gutter system does not require cleaning out of the inside, as a standard gutter system would (see our Clog Free Guarantee). The exterior of the system (just as any exterior portion of a home) requires occasional washing to operate properly. Our records indicate that the system in question was installed 18 years ago, so it would require washing at some point. 

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2023, **** guard advertised that you will receive a free $50.00 **** gift guard with a free home estimate. After the sales man gave his estimate walked around my home and gave me an astronomical price way by over what ** could possibly afford. I asked well where is my gift card he said he does not carry any with him. Same week ** spoke to his boss who said he does carry the form for you to fill out for the gift card so will send you form he sent the form I filled it out sent it back and edited until yesterday I called their call center who had the headquarters call me same guy called me today said you should have read the fine print we are no longer giving gift cards to people who live in ************.

  Business Response

  Date: 05/16/2023

  Hello,

  We spoke to the customer today and explained to her that the *********** restricts promotional gift cards to $2.50. Leafguard ads carry a disclaimer about the restrictions.  We consider this matter closed.