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 Louisville-Lexington

  1838 Cargo Ct Louisville, KY 40299-1936

  
• 

  LeafGuard Holdings, Inc

  7300 N Crescent Blvd Unit 5 Pennsauken, NJ 08110-1541

  
• 

  LeafGuard Holdings, Inc

  14600 Industrial Ave S Ste J Cleveland, OH 44137-3268

  
• 

  Leafguard-Midlands, LLC

  1291 1st Street South Ext Columbia, SC 29209-3536

  

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:07/29/2022

  Type:Customer Service 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.

  Leaf guards were installed in ****. I have had some water problems with damage to ceilings in my bathrooms. I had the roof etc inspected by my insurance company and was told my gutters had been incorrectly installed, This caused water to back ** in the roof/ceiling. This was a progressive problem. The phone number for this business is out of service. I need to know how to get this fixed. My contract has a 20yr warranty.

  Business Response

  Date: 08/03/2022

  Service issue was handled on 11/15. This complaint came to us so late because it was under the franchise. Spoke with customer 8/3, she is satisfied. 

  Customer Answer

  Date: 08/23/2022

  
  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. Yes they finally came out and fixed the gutter
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service 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.

  We had the work done on July 5, 2022 we never received a final invoice. I have contacted them three times in the last 72 hours with no contact from company. They claim to have a transferable lifetime warranty however it seems laughable at this point when I can't even get a receipt or copy of the warranty. Warranty is part of the cost of this system maybe we should request partial refund now and let them out of the warranty.+

  Business Response

  Date: 07/22/2022

  Local management spoke with customer on 7/21/22 and resolved.  The general manager was able to send the customer the paperwork requested.  We regret the inconvenience this may have caused.  

  Customer Answer

  Date: 07/23/2022

  [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:07/03/2022

  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.

  Damage was done to my property by the installation crew who were rude, unprofessional and seemed poorly trained. They dropped my old gutter on top of a large, expensive garden window and damaged it. They repeatedly used that same window as a shelf for their tools and slammed them down on top of it, even after being asked/told to stop. Other damage includes a broken outdoor light fixture, broken solar lights, broken siding, broken dryer vent and they shorted out the electrical in my garage that I had to pay for and now they REFUSE to reimburse me for. The service manager was to meet myself and the electrician at my house so he could hear first-hand the problem from the electrician but he NEVER showed up. I bought new solar lights myself and did repairs to the siding and dryer vent. The service manager brought me a new covering for the light fixture but had the wrong size ladder to put it up. We agreed that he would return in 2 weeks to put it up. He sent a 2-man crew over and they told me they were told not to touch the light fixture because they were unqualified to do so. I also asked for touch up paint so that I can paint over the scratches to the gutters that the first crew installed. I also have a large gaping hole in the gutters where it meets my house. I don't think the gutter system is operating correctly because it flows out and over the sides of the gutters and collects in puddles next to my foundation and on my patio. I have called the corporate office several times only to be called back by the Rochester GM for him to repeatedly tell me that he's not going to give me the paint or reimburse me for the electrical damage. I do not trust anybody from this company and have requested that the needed repairs be done when I am home, which is after 8:30 pm weekdays or after 2:30 pm Saturdays. I have told ************************* this SEVERAL times, but he is insistent on doing things on his time schedule.

  Business Response

  Date: 07/08/2022

  We previously addressed the customers concerns about any property damage and the customer expressed satisfaction with the result. It was after that the customer brought some other concerns up. We have been working to get them taken care of and have left messages with the customer attempting to schedule the service date. We have been unsuccessful in getting the return call from the customer, and we will continue to reach out to schedule the service. 

  Customer Answer

  Date: 07/24/2022

  
  Complaint: 17517999
  
  I am rejecting this response because NONE of the matters have been resolved. I grew increasingly frustrated with getting NOWHERE with the ** and service manager in ********* and requested SEVERAL times that somebody from the corporate office contact me only to have the ******************** contact me. I am not satisfied with the reasoning in denying payment for property damage caused by their crew. I am not satisfied in the fact that I was promised that the service manager would repair my light fixture that his crew damaged and has yet to do it. I have found new issues with the "job" that the crew did that I the ** has said he will come over and investigate on July 30th. ALL of the matters previously stated have NOT been resolved with any attempt by Leafguard. 

   
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/25/2022

  We have made several attempts to address any concerns the customer has. It has been difficult to reach the customer. As noted by the ******************** on 7/18, the complaint was being closed due to no response from the customer. Regardless, we continued to reach out to the customer to attempt to address their concerns. As the customer states in this most recent communication, we were able to schedule a service date for July 30th. This shows we are committed to taking care of our customers.

  Customer Answer

  Date: 07/26/2022

  
  Complaint: 17517999
  
  I am rejecting this response because: The reason why the case was previously closed is because I did NOT receive a response from BBB until AFTER the date which I was to respond. Why have I not been contacted by the corporate office? While I have a service call arranged for the 30th of July, this does NOT mean that the issues will be resolved to my satisfaction. I have had several service calls scheduled but they come at times that NOT agreed upon, don't show up, or just tell me that they can't or won't do the required work or pay for the electrical work they caused damage to once they are here. I wish I would have looked at their BBB rating prior to contracting them because that is the true indication as to how they treat and service their customers.
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/28/2022

  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 bought gutters totaling about 10K dollars. I paid every month and had a 12 month no interest agreement. From the beginning they did not work. I called the company regularly and the product was not fixed. It still leaks behind the gutters and the house. It pours over the gutters and in the winter freezes and icicles form very long and the stoop is very dangerous and I can not get in the door. They came out and said it was fine. It is not fine. When calling Syncrony Home they recommended that I put the account in dispute. I put the account in dispute several times and sent pictures and certified letters to the finance company. I followed the directions perfectly and they came back against me and tacked on all the interest. It is going into default because I can not pay all the interest. I do not want it to ruin my credit. I have over 800 on my credit report but can not pay this and I do not think it should damage my credit since I have never defaulted on any account and was prepared to pay the remaining amount before they refused to hold the vendor responsible.I do not want this to go against my credit and I am tired of trying to make the vendor make this product right. They over sold the product and I told them everything that needed to take place and they assured me that the product would work and it never has worked. They were rude and told me that they would charge me to come out to the house. We made a plan for them to come out when we were there and sent them pictures and they came without us here and left a note saying that they fixed the problem. It was not fixed and that was the last time they came. I am tired of fighting with them and wish that I could somehow let everyone know that they are liars and frauds. Most of all I do not know why ************** does not hold the company responsible. I have been a Synchrony customer for many years and have held and continue to hold accounts with them. They should not be allowed to ruin my credit,

  Business Response

  Date: 07/07/2022

  We have made multiple service calls to the customers home, and there were no issues found during the most recent visit. However, we still attempted to set up an additional service call when the customer would be home. She was unable to provide a date that would work and was supposed to call us back to schedule it. She also expressed her dissatisfaction with the bank because they were charging interest. We explained that any penalties applied by the bank would need to be discussed with the bank, since we do not have access to that information. We will reach out to the customer again to attempt to set up a service to verify the system is still working properly. As for this complaint requesting modifications to the customers credit report, we do not have that capability as we are not the lender/bank.

  Customer Answer

  Date: 07/10/2022

  
  Complaint: 17496488
  
  I am rejecting this response because: *********** is only saying that they have tried to take care of this because I have written to the BBB. In the past they were rude and told me that they had fixed the gutters when I sent them pictures of the gutters actively leaking behind and in front of the gutters. They came out to the house when I was not there and said that everything was fine. I sent them pictures and video and they still state they are fine.  I told them when I could be home and never heard from them again.  After calling the main Leaf Guard number after seeing another advertisement on TV they called me and I wanted them to come when it was raining not when they would come and run some water on the house to "prove" the gutters were fixed.  They are only trying to fix it again because I have reported it to the BBB. I want them to cancel the debt with the Bank since the product has never worked since it was installed.  Now it is threatening my credit because of their product.  I have paid over 3K dollars to a company that does not work and I want them to cancel the debt with the finance company since the company was fraudulent.  
  
  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 07/26/2022

  We have reached out to the customer again to schedule a service date. We spoke with the customer on 1/13/22 attempting to schedule a service date, but the customer declined and stated she would need to call us back. She did not call us back prior to submitting this complaint several months later. We have not received any updated pictures or videos of any issues since the most recent service completed in May 2021. We will continue to attempt to schedule the service to address the customers concerns. 

  Customer Answer

  Date: 07/26/2022

  
  Complaint: 17496488
  
  I am rejecting this response because: They never contacted us in May to resolve the matter after we had sent many pictures of the faulty gutters. I have not received any phone calls since filing the ** complaint.  The pictures and videos of the gutters that I submitted to them have never changed so why would I expend more energy to send them more when they never responded. 
  
  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 07/26/2022

  On 5/6/2021 we spoke with the customer. She received the door hanger that our tech left after completing a service call. She stated she wanted to be home. At the end of the conversation we asked her to please call us if she continues to see any issues.

  On 6/15/2021 ********************** called us back stating the issues continue. We offered to come out and water test the LeafGuard system while they are home so that we could identify any issues. At that time the customer would not commit to any date and stated they would call us back.

  The next time we heard from the customer was on 1/12/2022. We returned her call on 1/13/2022 and again attempted to schedule a service call. ********************** would not schedule a date and stated she would call us back. We have not heard back.

  We left another message for ********************** today 7/26/2022 at approximately 10:30am. We are awaiting a return call so that we can schedule the service visit. 

  We have no evidence of ongoing issues with the system after our last service call. This is why we need to schedule and complete the service call. The customer has made it clear we are not to service her system without her present. We take customer satisfaction very seriously; however, we are unable to address Ms. ********** concerns without her cooperation. We will address any concerns once we are able to meet with **********************.

  Customer Answer

  Date: 07/27/2022

  
  Complaint: 17496488
  
  I am rejecting this response because: ************ continues to lie.  We sent Leafguard and ************* videos and pictures of the faulty gutters where water runs behind and over the gutters.  When I reached them initially in May they were very rude and stated there was nothing wrong with the gutters and if they came out to our house they would charge us for coming out.  At this time I had the gutters under dispute and they began to tell me all the ways it was my fault that they did not work properly. I was then charged all the interest by the bank even though I had them under dispute after paying over 3 thousand dollars.  Then I did talk to them and they stated that they had never gotten the emails, pictures or videos. I sent them again and had never heard from them again.  I called them after seeing another TV commercial just to remind them how their advertising is false.  I have tried to work with the Bank and they offer no resolutions except to pay off the debt. Now my credit is going to take a hit because I can not pay the over 12K dollars when the initial debt was only 10K dollars.  ************ wrong and I want the Bank to make them take responsibility for a bad product.  Them coming to my house and squirting water on my roof will not fix the bad product that was sold to me. I will call them back and ask them to come to my house and show me the videos and pictures I sent to them.  But, then their response will be that they can do nothing about the bank who has charged me all the interest on a no interest loan.  I have bought many different things this way and have never defaulted on a loan or had to pay interest but I refuse to pay for this product that has never brought me any satisfaction. 
  
  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 07/27/2022

  We called and left ********************** another message today attempting to schedule the service visit. She did return the call and we were able to schedule the service for Tuesday 8/2/2022.

  We cannot speak to the complaints ********************** has with her account at *************** They are a separate organization and due to privacy laws we are not privy to her account with them. The only information we have regarding her dispute with them is a notification that the dispute was filed, followed by a notification that the dispute was closed in our favor after their investigation. Anything beyond that would need to be directed to ***************

  We look forward to meeting with ********************** to address her concerns with the LeafGuard system.

  Customer Answer

  Date: 07/28/2022

  
  Complaint: 17496488
  
  I am rejecting this response because: I have an appointment to meet with someone on Aug. 2 at 3PM.  I have no confidence it will remedy the problems because it never has.  
  
  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 08/03/2022

  We met with ********************** on 8/2 and had a great conversation with her. We were able to identify some issues with the roof and showed them to her. Although there are some issues with the roof that are the true underlying problem, we are still willing to attempt some adjustments to the gutter system to help mitigate the roof issue. We scheduled a follow up service for 8/11/22. ********************** stated she is satisfied with our response.

• Initial Complaint

  Date:06/28/2022

  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.

  Ongoing Chattanooga nightmare from 2019: The system was installed incorrectly from the beginning, specifically the back right quadrant. Gutter didn't meet the adjacent wall. Instead of admitting that and redoing it, which Im pretty sure would have been end of story, ** sent someone out who actually CUT INTO my new seamless gutters (I cringed.) They then attached an ugly, crudely cut aluminum baffle. When that didnt solve the problem, they said I needed to hire a roofing company to add water diverters to my roof above that area, which I did. More expense. Ive had a general contractor friend look at the botched up mess, and he just shook his head.I have lengthy documentation including three years of names, dates, and actions.I tried again recently (after Covid) and encountered *******************, who wont return voice messages and has actually hung up on me. A visit showed Chattanooga office bare but for one "sales trainee."My next move is a campaign to expose LeafGuard for their faulty product, poor leadership, non-existent customer service, and ZERO regard for the customer once a contract is signed. I'll start by allowing the scathing social media blitz friends and family have been itching to initiate. We are a three-generation Chattanooga-based family with deep roots in our community and thousands of ******** and Instagram followers. I will be contacting the local TV news stations to share my videos of flooding from gutters and and the resulting property damage. I'll post a 4x8 foot sign about your company on my highly traveled street. At this point, I am requesting a 50% refund of my financed purchase price of about $10k so that I can have a COMPETENT gutter company properly install a new back right quadrant and repair the water damage and resulting mold in the room below. I am not interested in any further ** hack work causing additional damage and lost time. This issue is preventing a timely listing of my home in a favorable real estate market.

  Business Response

  Date: 07/08/2022

  On 7/8/22, our Production manager and an experienced tech visited Ms. ******** home to thoroughly examine the issues with her LeafGuard system. It was noted that the section in question had been damaged by a botched "fix" by the previous franchise tech. PM and tech replaced this section completely, and verified proper functionality via water test. This was verified by Ms. ****** and she is satisfied with the outcome. She has also been provided with all pertinent #'s for our current local management staff, should any further assistance be required. 

  Customer Answer

  Date: 07/13/2022

  
  Complaint: 17491818
  
  I am rejecting this response because:

   

  After more than three years of begging for Leaf Guard to make the expensive carefree gutter system finally work as it should, I am left with a home in need of expensive repairs. Had someone listened to my complaints and fixed the incorrect pitch of the back right quadrant which actually diverted water AWAY from the downspout and onto my deck and screened porch door, we would not be having this conversation.
  
  
  I have a long list of names and dates should you want documentation of my more than 20 pleas for service. I've been stood up, insulted, and hung up on. After I reached ******************************* from corporate in 2019, she sent Regional Manager ******************************* and *** out to my home. NO ONE DID A WATER TEST OR EVEN A CLOSE INSPECTION; I was basically told ** didn't really cover the problem I was having. Here is an excerpt from ********** follow-up email to me:
  
  
  Per our visit yesterday, we discussed something to help the valley water on the offset valley on the left back side at the stair landing.  Since our contract points to valley water as an ongoing reality, we cant guarantee water catch on valleys, but can hopefully recommend a helpful strategy to catch more. 
  
  
  Our recommendation is for you to have a roofer add a roof diverter, because the roof architecture is and has been spilling water on that landing, and we could see the warped stair treads indicating this issue.  Once he adds this, we can come back out and lengthen the in line valley hood to hopefully catch that diverter water stream, remove the splashguard(traps debris on roof) and we dont service roofs, and add a needed d/s at no charge to the back right.  Let me know when your roofer completes this, and well schedule our service. 
  
  
  I believe this will be a big improvement to address the offset valley. 
  
  
  I paid a roofer to have these diverters added but the problem persisted. I kept calling LeafGuard and being ignored. Then the Covid pandemic hit, and life as we knew it was upended.
  
  
  Last year I began trying again, and actually went to the local office on Access Road. I was met by ******************* and **** someone, who assured me they'd take care of my problem. They eventually sent a technician who said Leaf Guard can't stop pine needles which were clogging my then-butchered gutters that ** had cut into and replaced with screen mesh, and that I'd just need to call ** whenever it needed to be cleaned out.
  
  
  I continued to call ******************* and sent him pictures and videos of the water pouring over my gutters. He would promise to call me back to schedule something, and actually hung up on me once. Again, nothing was done. Desperately trying to stop the continued destruction to my home, I fashioned a hideous plastic flume and attached it to my gutter, diverting the water at least somewhat away from coming straight down, further adding to my frustration with **.
  
  
  After my complaints on Chattanooga News and Review (with video), BBB, and ****** Consumer, apparently I got someone's attention and *** and another tech came out and easily solved the problem by replacing the incorrectly installed section of gutter, as I had been begging for since 2019. The gutters work perfectly now.
  
  
  At this point, I am asking for monetary help to repair the damages done to my home by Leaf Guard's failure to make their product work. (You can see in *********************************** 2019 email she references the warped stair treads caused by water. At that time, my deck was two years old.) The lower level storage room sustained massive water intrusion, causing irreparable damage to the antique and vintage items stored there awaiting sale. Those goods had to be discarded. Three years of water caused wall damage and extensive mold growth in that area, another reparation expense for me.
  
  
  Excluding any compensation for destroyed storage contents, the repairs to deck, stairs, and walls of enclosed storage room will cost an estimated $2375. I am asking Leaf Guard for a payment in that amount so I can address this problem caused by their inattention to customer needs.
  
  
  Please mail my check to:
  ************************************************************************************************** 37421
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/13/2022

  Ms. ******,

  We, at LeafGuard, are upset with the quality of work you received from the previous franchise. We also understand the frustration with the service you received, as well as having a hard time getting ahold of us during the transition. I do understand, from our service visit notes, that the issues with the LeafGuard system have been rectified (with the full replacement, and correct installation, of the areas in question). 

  We do, and will continue to, honor all warranties on our system on your home. We however, cannot agree to paying for damages done prior to our ownership of this location, that were discussed in detail with the previous franchise owners. 

  We appreciate your business, and your concerns. 

  Customer Answer

  Date: 07/13/2022

  
  Complaint: 17491818
  
  I am rejecting this response because:
  I find it utterly ridiculous that LeafGuard corporation is refusing to honor its product because it was incorrectly installed by a previous franchise owner. Furthermore, ******************* was already employed by you last year when I first approached him about the problem, so your argument is completely invalid. If I have to pursue legal action, my suit will be for much greater than the amount Im asking for at this point. Plus I plan to post on social media outlets the video of the gutter function that LeafGuard allowed to stand for three years causing much damage.

   

  it is truly shocking and disappointing that a nationally known corporation cares so little about maintaining its reputation as a reputable guttering provider. 
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/21/2022

  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.

  we had leaf guard here on the 24th of may ******************************************************************************************* some spots and was separating from the house. after they installed it and we had a heavy rain the next day we had water in our basement, something that had not happened for over 20 years, we called them the next day and they came out and said they didn't put the long drain spouts on for the yard. they did install them. we have had nothing but problems since. the main reason we had them install the spouting was because I am to old to get on a ladder to clean the spouting and my son is not in good health to go on a ladder to clean them either. now with the pipes in the yard we have to move them ever time we want to mow. it is just a pain. we called leaf guard to ask about a fix and that we would rather just have them take it down. they said that they couldnt because we signed the contract. we have never seen ant papers on the contract except on the guys tablet. we have the bank papers and the cancelation papers. they guy told us that if we were not happy with it in 30 days they would take it down. but when the guy was here today he said he never said that. the only people that were here when we signed the paperwork was the guy, my son and myself. I am only asking that leaf guard take their product down and our contract be null and void. please help us.

  Business Response

  Date: 07/07/2022

  We made a visit to meet with the customer to discuss alternative solutions to route the downspouts. The customer was unwilling to have a conversation. The customers brother heard the conversation and agreed it should work, but of course, we needed to discuss with the owner/customer. Unfortunately, the customer was verbally aggressive and unwilling to discuss anything at that time. We would still like the opportunity to review our proposal with the customer and we will continue to reach out. The gutter system is performing properly. This is simply about changing the routing of the downspout as compared to the original plan,