Business Profile

Gutter Guards

LeafGuard Holdings, Inc

Headquarters

Complaints

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

Customer Complaints Summary

263 total complaints in the last 3 years.
90 complaints closed in the last 12 months.

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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:07/21/2024
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.
We purchased the gutters in February 2019. We have had nothing but problems with these gutters. We now have rotting wood on our house because of these gutters. We have had landscaping damage over and over. We should have been told that these gutters would not work on our house.It is now going cost us several thousand dollars to have the rotting wood replaced and repaired.I sent a message to *******, who was the General Manager on May 31 regarding this issue but have not heard back from anyone.This is the worst decision that we have ever made, to trust what we were told about how good these gutters are.The web has a statement:LeafGuard Prevents Water Related Damage to Your Home Eliminates Rotting fascia and soffit Landscape erosion Mold and mildew We have had all of the above.We filed a complaint with BBB on October 7, ************************************************************* *******
Business Response
Date: 07/25/2024
We hate to hear there are issues, we have not heard from you since November of 2019. *****, our GM in Charlotte, has reached out and left a voicemail. Please return his call so that we can address your concerns. Will will have a service crew out ASAP.
Customer Answer
Date: 07/27/2024

Complaint: 22021272

I am rejecting this response because:
***** left a message on Tuesday,July 23. I returned his call on Wednesday,July 24. Have not received a return call.
Read our response on Complaint ******** dated 11/3/2019. We were told we had no other option to solve the problems with the gutters. We were also told that there was no way water can get behind the gutters. Well, water did get behind the gutters causing rotting wood that we had to have repaired.

Regards,

Kent & *******************************
Business Response
Date: 08/14/2024
Customer sent over pictures of areas of concern, GM is scheduled to do a site visit week of 8/19 and address any issues with, or caused by, the LeafGuard system.
Customer Answer
Date: 08/15/2024

Complaint: 22021272

I am rejecting this response because:
Nothing has been settled yet.

Regards,

Kent & *******************************
Business Response
Date: 08/22/2024
Service is set for 8/22 with GM and PM.
Customer Answer
Date: 08/22/2024

Complaint: 22021272

I am rejecting this response because:

Waiting for response regarding the invoice for repairs.
Waiting to see if what was done helps.

Regards,

Kent & *******************************
Initial Complaint
Date:07/16/2024
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.
I purchased "Guaranteed No Clog Gutters" in 2010, but every 3 to 4 years the gutters are completely clogged and the company came out to clean out the leaves. However, this year the company insists that I MUST power wash all gutters BEFORE they will clean out the leaves. I do not understand why I've got to pay a power washer, quoted price of $250.00, before they clean out their "Guaranteed No Clog Gutters", as their TV ad and sales contract states.
Business Response
Date: 07/19/2024
After further speaking with the customer it appears there was some confusion with what was communicated. In November 2021 we were called out for clogging and removed some birds nest and it was noted that the customer was hanging multiple bird feeders from the gutters that caused them to deform on the bottom portion of the opening getting wider. This obviously allows more debris or birds to enter the system. He was told this was an issue. We heard from him again in November 2023 for clogging again and we sent a crew out. This was the exact note entered and communicated at that time:

*** 2023-12-05 14:25:15 [ ***MIL ************************************* - ************************************* ]
Customer not home. Cleaned out front gutter. Gutters need a serious cleaning inside and out. Multiple bird feeders hanging on gutters in back pulling the face down.

This customer lives in a very heavily wooded area which is causing the outside of the gutter to become very dirty which in turn will cause the water not to adhere to the gutter and overshoot. So it was again explained that the heavy bird feeders should be removed and we could come back out once weather is above freezing so that we could properly clean the inside with all the mud and sut inside but told him the warranty does not cover us cleaning the outside of his gutters and that he would need to do himself. In February 2024 we returned to check for service but it was still frozen mud and sut inside of the gutter. This customer then contacted us back in June 2024 stating he still needed service for cleaning and overshooting. Production informed him we will set date to service the inside but he would have to power wash the outside as it was what is causing the overshooting. Service date was then set and canceled by customer who was confused by what was being stated. Production manager spoke to him and wife on the phone 7/17 and he stated he didnt mean to file BBB complaint and understands what is needed and ok now with further explanation.

*************************
General Manager
O:************
E:**********************************
Initial Complaint
Date:07/09/2024
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.
Gutters are not pitched properly. Water overflows from gutter into basement. When bought, lifetime guarantee was stated. Called today talked to Will or ****** the manager, says he has to charge for service that was guaranteed. So there is NO LIFTIME GUARANTEE.
Business Response
Date: 07/10/2024
Good Morning,
This customer was installed back in 2010 by an individual franchise. We have had no contact with this customer since taking over the area in 2019 until July 8th 2024. We explained this to the customer and also explained we will service whats needed to be done but do charge a $300 service charge for anything outside of the lifetime warranties of No Clog/ No Pull Away or Detachment/ Paint Finish. There is not a lifetime workmanship issued with Leafguard. Again, there had been no documented complaints of workmanship for years. This customer was not only being verbally abusive but also hung up without allowing me to attempt to explain everything to him. We stand by all of our warranties.
WARRANTIES
To the fullest extent allowed by law, the written warranties below shall be the exclusive coverage and remedies for any and all claims relating in any way to the products supplied by and/or the work performed by LeafGuard under this Agreement.
1.The Lifetime ****************************** ***** the manufacturer of the LeafGuard Gutter System, provides you with a manufacturer warranty for the finish on the LeafGuard Gutter System. You may review and print a copy of this warranty at www.leafguard.com.
2.The **************** No Clog Warranty. LeafGuard provides you with a warranty against the LeafGuard Gutter System becoming clogged by debris. Should the LeafGuard Gutter System become clogged by debris, LeafGuard shall remove the clog at no cost to you. The gutter is considered clogged when the water will no longer flow freely through the downspout.
3. Lifetime No Detachment Warranty. LeafGuard provides you with a warranty that the LeafGuard Gutter System will not come off or be pulled loose from the fascia boards except from non-ice or non-snow-related acts of God (e.g., wind, lightning).
4. The Workmanship Warranty. LeafGuard provides you with a warranty on its workmanship for a period of two (2) years.
LEAFGUARD HEREBY EXCLUDES AND DISCLAIMS ANY AND ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING BY WAY OF ILLUSTRATION AND NOT LIMITATION, WARRANTIES OF FITNESS FOR PARTICULAR PURPOSE AND MERCHANTABILITY. THE LIMITED WARRANTIES CONTAINED HEREIN SHALL BE IN LIEU OF ANY OTHER WARRANTY, WHETHER EXPRESSED OR IMPLIED. LeafGuards liability under any warranty is limited to the amounts received by LeafGuard for services rendered under this Agreement. In no event shall LeafGuard be obligated or liable for incidental, special, indirect, or consequential damages of any kind for the breach of any express or implied warranty..

Thank you,

*************************
General Manager
O:|C: **************
E: ********************************** | www.leafguard.com
Initial Complaint
Date:06/25/2024
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.
Leaf Guard installed new gutters during home roof replacement in 2014 by and through arrangements of contractor. The product was guaranteed by Leaf Guard not to plug up with debris and to drain rain water off house roof into gutters system down spouts and sewer. Last year in 2023 spring/summer I observed water falls flowing over top of the gutters around the foundation of my house during rainy season. During the winter months of 2023-24 I observed **** ice ******* hanging from the gutters touching the ground. January 27, 2024 I captured a snap shot of a ************ dam had fallen to the ground with shingles off the roof attached to it blocking the entire sidewalk. Presently my roof is leaking water into my house and no one want to take the responsibility to correct it. I contacted Leaf Guard first a tech by the name **** who came out for inspection and contacted Mr *************************** several times before he came out to inspect. He made some adjustments but indicated nothing else could be done. I recall paying approx $4,000 for the gutters so that I wouldn't have to mount a ladder for cleaning or have water leaking into my foundation. I have contacted my insurance company for replacement of gutters and was denied. I want Leaf Guard to replace my house gutters or reimburse me to get it done immediately. Unable to upload copy of photos said to be too large 5m.
Business Response
Date: 06/28/2024
Customer Information REF:
******************************************
*****************************************************

Good Morning,
Customer was installed in *********************************************************************************** functionality until 2023-24. This was a nine-year span that had there been issues with the workmanship the customer would have experienced issues far sooner than a nine year span. As always, we will go out and attempt to look and remedy any situation that a customer complains of despite time frame which is what we did. It is stated in our contract that we make no representation of being able to eliminate ice and ice ******* are normal with our system. Ice damming is a roof ventilation issue and not a gutter issue so the damage that was caused by ice damming ripping off shingles is no fault of our system nor are we liable for reimbursing expenses. We still stand behind our commitment to the Lifetime No Clog/Lifetime No Pull Away or Detachment/ Lifetime Paint Finish.

Thank you,

*************************
General Manager
O:|C: **************
E: ********************************** | www.leafguard.com
Initial Complaint
Date:06/18/2024
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.
I received 2 flyers to purchase leaf guard gutters products to my home address of ****************************** Can you please stop this company from sending me these flyers to purchase their products. The flyers were deceived april and June 2024 Thank you
Business Response
Date: 06/19/2024
We appreciate the feedback. Advertisements are sent out by zip code.
Customer Answer
Date: 06/19/2024

Complaint: 21862951

I am rejecting this response because:

I do not see a response a response from the leaf company
Regards,

*****************************
Business Response
Date: 06/26/2024
We responded prior stating that we appreciate the feedback. Advertisements are sent out by zip code and by bulk mail.
Initial Complaint
Date:05/31/2024
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.
Transaction May 6 2024 I was told In would get my money back because I cancelled the order. I also was told I could cancel within 3 days of transaction and I cancelled the next day May 7 2024. ******** said I would receive my money back within 14 days, still haven't received my money back. Also getting the run around from Company. From one person to another 5 different people, and they all say the same thing, I have to talk to the General Manager, but never can get him on the phone. I gave the a $1,000.00 dollar check and they cashed it the next day. Now it's round and round to get this resolved.. Help Me Please.
Business Response
Date: 07/01/2024
The customer was sent a refund check on 6/4/2024 and it was deposited on 6/11/2024. This should be resolved.
Initial Complaint
Date:05/01/2024
Type:Product 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.
Hired Leaf Guard to install their life time warranty gutters. Installation was done first part of January 2024. Since then *************** has been out with their production manager 9 times to fix the issues of continuous overflow of water that floods our new deck. The crews have tried over and over to reinstall and adjust the gutters to stop the overflow of water onto our deck. The district manager, **** and the regional manager, ******, have come out 2 times to try to solve the issue. We requested a full refund since the life time warranty gutters do not work at all. The regional, manager, ****** was to get back to us by Monday, April 29, 2024. As of to date, he has not returned our 3 phone calls / messages.
Customer Answer
Date: 05/10/2024

Better Business Bureau:

As of today, we have come to an agreement with Leaf Guard located in ******************** Please consider this complaint #******** resolved and complete.

Regards,

*************************
Initial Complaint
Date:04/05/2024
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.
Misrepresentation: A sales representative, Ryan, inspected my property and inaccurately diagnosed the facia board as rotten, necessitating replacement, which significantly influenced my decision to contract their services. Failure to Deliver Promised Services: After the installation, it was revealed by the installers that the facia board was in good condition and did not require replacement, directly contradicting the initial assessment and the basis of our agreement. Lack of Accountability: Upon raising this issue with their management, specifically a manager named James S****, I encountered a dismissive attitude. Despite providing video evidence of the sales representative's promises, my concerns were not adequately addressed, nor was any attempt made to rectify the situation based on the misleading information that influenced my decision. Desired Resolution: Given the discrepancy between the services promised and those delivered, along with the financial and emotional distress caused by this experience, I seek a partial refund representing the cost allocated for the facia board repair that was deemed unnecessary. Furthermore, I expect Leafguard to acknowledge the misrepresentation and take steps to prevent such incidents in the future. I believe this matter warrants your attention to not only resolve my specific issue but also to ensure that future consumers do not face similar misleading practices. I appreciate the BBB's assistance in mediating this dispute and look forward to a resolution that acknowledges the oversight and rectifies the financial and trust-based implications it has caused. Misrepresentation of gutter condition: **************** Discussion on facia board replacement: **************** Sales representative's assurance of additional work: ****************
Business Response
Date: 04/22/2024
LeafGuard wholly denies the allegations that we engaged in deceptive business practices and/or committed misrepresentation and fraud. After performing a general inspection of the home, the LeafGuard sales representative estimated that an extra 20 feet of fascia board would need to be replaced.1 The LeafGuard sales representative, giving his best estimate based on his general inspection, believed that an extra 20 feet of fascia board was needed given that the fascia board was discolored. More often than not, when our sales representatives see discolored fascia boards, the fascia boards require replacement. When the LeafGuard installers visited the home to install the LeafGuard Gutter System (“System”), the installers were able to complete a more thorough inspection and they saw that the fascia board did not need to be replaced. Neither LeafGuard nor our sales representative intended to deceive Mr. ******** or misrepresent any fact in any way. Moreover, please be advised that the sales representative that sold the System to Mr. ******** has been a LeafGuard employee for almost three years. To date, we have not received any other consumer complaints about this sales representative and there are no disciplinary matters in the sales representative’s human resources file.
We greatly apologize for any inconvenience Mr. ******** may have experienced. Upon further review of our internal customer database, Mr. ******** was charged $134.00 for 20 feet of fascia board that was ultimately not installed. We have refunded Mr. ******** $134.00 by way of a
Customer Answer
Date: 04/27/2024
Complaint: ********
Subject: Rejection of LeafGuard Holdings, Inc.'s Response to BBB Complaint
Dear Better Business Bureau,
I am rejecting the response provided by LeafGuard Holdings, Inc. ("LeafGuard") due to several significant discrepancies in their statement, which fail to accurately address the issues raised in my initial complaint. Below I detail these discrepancies and provide evidence to support my claims.
Misrepresentation of Product Necessity and Condition:
LeafGuard's Claim: The fascia board may have needed replacement due to discoloration.
My Reality: The sales representative explicitly stated that the fascia board was "disintegrated," not merely discolored, which was falsely used to justify the urgent need for replacement alongside the installation of their gutter system.
Evidence: Video evidence of the sales representative discussing the severe condition of the fascia board - ****************
Customer Service and Misleading Information:
LeafGuard's Claim: The issue was addressed professionally and without any intent to deceive.
My Reality: The manager's behavior was extremely unprofessional; he denied that I was charged for the fascia and dismissed my concerns by stating I was not charged. There is significantly more video where he references the fine print of the contract to justify what the salesman did was allowed.
Evidence: Video recordings showing the manager’s dismissive and rude conduct - ****************
Misrepresentation of Sales Representative's Tenure:
LeafGuard's Claim: The representative has been with the company for three years.
My Reality: The representative himself stated he has only been in the sales role since November of the previous year and wouldn't have been in a position to deceive customers in the same way.
Financial Impact and Misrepresentation of Cost Breakdown:
LeafGuard's Claim: They did not address significant cost discrepancies.
My Reality: The sales pitch misleadingly claimed other companies would charge $6,000 for combined gutters and fascia board installation, with $2,000 for gutters alone, and therefore stating that fascia board is valued at $4000 alone.
Evidence: Videos showing cost representations by the salesman - **************** and ****************
Inadequacy of the Refund:
LeafGuard's Claim: A refund of $134.00 was issued for the fascia board that was not installed.
My Reality: This refund does not compensate for the financial and emotional distress caused by the misleading sales tactics and
Given these points, I urge the BBB to review this matter thoroughly. The practices exhibited by LeafGuard have not only led to financial detriment but have also caused considerable distress. I am prepared to provide all necessary video evidence and further documentation as required.
Thank you for your attention to this crucial matter.
Sincerely,
***** ********

Business Response
Date: 06/07/2024
Tell us why here...The customer’s BBB complaint is duplicative. The customer filed a complaint with the Attorney General of Missouri, which our legal department responded to in a timely manner on April 19, 2024. We also previously responded to the BBB complaint on April 22, 2024. This filing is duplicative.
Initial Complaint
Date:04/01/2024
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.
I bought LeafGuard gutters 2015 for a lot of money, I am a senior, and I cannot get on a ladder to clean gutters, since I have bought them I have had nothing but troubles, the company takes forever to respond, in 2018, they where not working properly, and I called and it took several weeks for them to come out, when there crew where cleaning the ********** of them stated that they where installed incorrectly, but the Leafguard company did nothing about it, fast forward til now, I am trying to sale my house, and the inspectors have found damage to the roof, Leafguard came out, and she admitted the gutters where installed wrong, but they are ignoring me and will not give me a solution, and I will be contacting the ************************* and possibly litigation, WHY wont Leafguard stand by there products, and retrain there installers the correct way to place the gutters???????? This is a company that takes your money, and DOES NOT STAND BY THERE PRODUCTS
Business Response
Date: 04/02/2024
Spoke with customer at length regarding her roofing/gutter issues. Stated she was told by roofers and the inspector that the roof damage was caused by poorly installed leafguard gutters. Explained her gutters were installed by ****** in 2015, we are happy to warranty any warrantied issues with the gutters but we would not be responsible for any roof damage. Reviewed service file from when we were out in February 2020 and August 2023.
Customer requesting management email her so she can send photos as well as have her roofer send over an e-mail. Provided customer our contact information and let her know once we receive the email we can review and have a leafguard professional visit the job site this week for her. Customer appreciated the follow up and said she would send over the info via email and wait to hear from us.
Follow up email sent to customer and cc'd PMs
Initial Complaint
Date:03/28/2024
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.
We purchased Leafguard gutter system in Oct 2019. We paid approx $11,000 for the gutters. The gutter system was installed within 3 weeks. The company provided a lifetime guarantee in which paperwork/the signed copy of contract was not provided to us. We noticed water damage in our living room ceiling. My husband, an experienced carpenter, inspected the roof and noticed the faulty install of the gutter system which included faulty facia board install which allowed water to enter behind the gutter system, as well as, flashing that was only installed up to the first layer on shingles, allowing the water from the second set of shingles to drip behind the flashing creating/causing ice dams to form upwards on the roof. The ice dams caused water to leak into the roof, wicking into the insulation, causing water damage to the ceiling. The water also damaged the exterior behind the clapboard siding, causing rotting and a crack in our living room wall. We attempted to have the damage resolved with Leafguard, After numerous calls explaining our situation, the company sent out a supervisor, Kapil. Kapil offered to reinstall the gutters without fixing the damage. I went directly to the company - with another employee offering to reinstall the gutters - admitting faulty install, however they would not offer to cover even some of the damage, nor would they provide insurance liability information for us to make a claim to their insurance company. I have requested multiple times for proof in liability insurance at the time of install in person as well as via email, that the company is now ignoring/not responding to. I spoke with the General Manager, David D********, as well as the Regional Manager - Vincent M***** as well as Production Manager Matt B**** My Customer # is ********
Business Response
Date: 04/22/2024
We are actively working on the customer's complaint and will respond to the customer, with our findings, in the next week.
Customer Answer
Date: 04/27/2024

Complaint: 21502368

I am rejecting this response because: the Regional Manager, Vincent M**** finally contacted me, and then my husband ******, via telephone on Friday, April 26. His response was an attempt to completely deny accountability based on photos. I invited, and requested, that Vincent M**** visit my home to personally evaluate the situation, and not offer insight without actually viewing the property. He declined my request. Vincent Marsh completely dismissed my husbands' expertise knowledge of carpentry. Vincent Marsh concluded the phone call by requesting further photos of the explained damage.
I replied to his phone call with an email offering further photos as to the cause of damages, as well as information provided by our HOI company's independent adjuster who visited our property.

Hello Vince~

Thank you for finally reaching out to us regarding the faulty install of Leafguard's gutter system in 2019, which continues to cause damage to our residence. Please be advised via this email, that I am once again formally requesting for you to provide information as to who was Leafguard's liability insurance company, legally registered as your provider in 2019, so that we may file a claim and request an adjuster evaluate the damage caused by your company's faulty install of the product.

While you did contact with my husband ****** (at my request), during your conversation you attempted to negate his 35+ years of carpenter expertise with your improper opinion, which was solely opined from photos. With ******'s knowledge in carpentry, he estimates we are looking at a rough estimate of $10k+ worth of replacement for damage - and that is with him providing the entirety of the labor and without having looked at the sum of the damage. (He currently works 50+hrs/week as a Lead Carpenter Foreman for a ***** ****** ******) That is completely unacceptable- if I did not purchase your product, which ultimately resulted in damage, we would not have to completely rebuild an entire section of our home. I foolishly thought I was doing a good thing on our newly purchased first home by purchasing your product-paying $11,000 - only to find out that it is now going to cost thousands - which the complete dollar amount is unforeseen until we remove the interior/exterior - to rebuild the entire wall/ceiling and re-do the roof-Does that sound acceptable to you as a homeowner?

I am grateful that my husband is an amazing carpenter and has the complete knowledge of not only what would be required - down to the exact nail count- as well as how to complete the restructure, however, your adverse response to his expert insight of the how the damage was caused was demeaning and completely unacceptable. With your statement to me, that you have been with Leafguard for 6 years, I would assume you have knowledge of install, knowledge of the components, and how the gutter system should work, but do you also possess any of the knowledge to determine how a faulty gutter installation would affect every facet of the roof, seams, shingles, and the wicking effect of insulation? That is the talent my husband possesses, and if he thought for 1 second that the damage to our home was not caused by the installers of the Leafguard system in 2019, he would not have even mentioned it.

Due to your company's lack of response, we did reach out to our insurance company, who provided an independent adjuster, which came to inspect the damage. His response is as follows:
He showed me the area above water damage where the installers ripped the starter strip when installing their initial metal flashing (started under starter and switched to over starter strip shingles).

    I did report to the Carrier that the gutter insulation was improper on the left side of the
building where they tore the shingles to transition the metal flashing from above to
    below the starter strip shingle.

    We will also write a letter to their insurance company to place them on notice for water damage due to improper installation.

Please take a moment to review the attached photos. I have also included photos of the faulty install in between the starter strip and the first course of shingles- please see attached photo of the obvious rip performed by your installers, and where they switched from over to under - this is where the water enters in between the shingles enters instead of over. If you can honestly state that this is a "perfect" install, after looking at the roof photos, as well as the photo of the endcap area where the metal is obviously gapped prior to the drip edge - I will completely understand how you operate as a business manager- money first, company integrity last. There is obviously a reason why we are not the only complainants on the BBB website - who "coincidentally" have situations very similar to ours - including the improper sized fascia board.

I will be forwarding this updated information to my complaint to the BBB as well as the NH State Attorney General's office. An acceptable offer of rectification would greatly be appreciated. An offer "to redo the gutter system", previously proposed by both Kapil and Matt, which to me only acknowledges fault, and does not address the extent of our issue.

Regards,

Regards,

*** ************

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