ComplaintsforLednor Home Solutions

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have Gutter Helmet by Harry Helmet installed onto our house in 2019. As part of our contract, we were told we would have free gutter cleaning to keep the gutters free flowing for the lifetime of product. We used the company to install and clean the gutters. As part of the warranty, the contract states, "A Lifetime Performance Warranty that Gutter Helmet will keep gutters "free flowing", subject to limitation that the system has not been tampered with, removed, or replaced by unauthorized persons, or damaged by forces of nature, tree limbs, or equipment." My gutters are no longer free flowing and have debris in them. Under warranty stated both on contract and verbally by company at time of purchase, we would have free gutter cleanings for lifetime of product. The company now is charging $50 fee to come clean blocked gutters that should be covered under warranty.

  Customer response

  03/09/2024

  It is March 9, 2024.  When I spoke to Gutter Helmet on Feb 22, they stated a manager would contact me back in 72 hours.  I have not received any contact from a manager. 

  Business response

  03/18/2024

  The manufactures warranty states that the gutters will remain free flowing and if they become clogged they will be cleaned free of charge. The dispatch fee is not part of the manufactures warranty. The dispatch fee is to dispatch a service crew to the location of the install to determine what type of issue the customer is having. if at the time of inspection it is deemed to be a warranty related issue we will take care of the issue per the manufacture's warranty with out any extra charges. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2-3 foot icesicles hanging from gutters causing the steps and driveway to ice up not letting me to exit the house pulling the gutters from house happens everytime it snows can not get service for 2 weeks this is a hazzard and dangerous

  Business response

  02/28/2024

  We have a quality control inspector set to visit the site on 3/2/24

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Gutter Helmet has a referral program and a friend of mine asked me who put the gutter on my house and I referred to Gutter Helmet. She was original going to Leaf Fitters and I told her to have Gutter Helmet to give her a bid because they did a good job on my house. Well after she got the bid, a guy name Bruce B. called me and he he thanked me for the referral and once my friend gets the gutters and pays for them they will send me a check in the amount of $200.00. She got the gutter and she paid for them. I called Bruce and stated that he would look into it. He called back and stated that since her name was already in the system from a Home show back in 2017, but she has never had a bid with this business. This is the excuse they gave not to give me the $200.00. IF, she was already in the system he should have checked before he even called me the first time about the $200.00. I would like my $200.00 I was promised.

  Business response

  02/02/2024

  We have spoken with this customer and has resolved this issue

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gutter Helmet will not answer the phone, return emails or anything - They say they have a lifetime guarantee on the product but will not come out to service it ever

  Business response

  02/02/2024

  We have reached out to this customer and he said that he was trying to schedule service through an automated texting platform. The customer did not want to schedule a service when speaking with them. They now have the correct contact information to schedule service and stated that they will call back to schedule. 

  Customer response

  02/02/2024

  The issue is not having the ability to schedule a gutter cleaning. Gutter helmet promises to clean the gutters once they become clogged as they are never suppose to, according to the warrantee. But to get the gutters clean they want me to pay for the technician to come out to the house to do the cleaning, but the cleaning is supposed to be be free.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Being a ten-year Gutter Guard owner, I am highly unimpressed with the company and the irresponsibility of their persons. I had initiated a call to have my gutter guards cleaned, in terms of their lifetime warranty and service plan. When Chris had arrived at my home he had inspected from the top of my driveway and asked if I had a new roof put on. When I responded yes, he claimed that the warranty was void and he wanted to speak with the individual who reinstalled the gutter guards. Chris asked for Sam's (Roofer) contact information and said he would contact him. Unbeknownst to me Chris had told Sam he was responsible for coming to my home and removing the gutter guards from my roof. I found this out when I heard a knocking on my roof and came outside to be told by that the roofers were instructed by the Gutter Guard (Chris to Sam) to remove my gutter guards. There was no information verbal or written provided to inform me of what was or will be happening. After this, I called Chris who informed me it was Sam's fault and he had provided Sam a new quote with the price for a new system along with a "discount". Sam was not aware that the system required replacing, otherwise, he wouldn't have taken them down because he had worked with gutter guards in the past and had no issues or complaints about reinstalment. Sam had deemed a replacement was unnecessary as the equipment was in good condition upon reinstallation. Chris then realizing his dilemma informed me to claim it with my home insurance as hail damage. After careful consideration and deliberation, I decided against it for a multitude of reasons. At this point, it is April and Chris has stopped responding to calls or messages left at his office. The system was 10 years old but guaranteed for life. I acknowledge the warranty was voided, but my system didn't have to be dismantled without my consent at the direction of Chris from Gutter Guard. I ceased communication August 2023, after a multitude of failed attempts.

  Business response

  12/13/2023

  This customer had her roof replaced on their home and the roofer removed and reinstalled the gutter helmet. Since this was not preformed by a certified installer of gutter helmet the system was not installed properly. in communication with the home owner the roofer removed the gutter helmet and we returned to inspect the gutter helmet. the gutter helmet was damaged by hail and was beyond repair. We gave the customer a quote to submit to their insurance company as hail damage should be covered under the home owners insurance. The customer informed our tech that her deductible was higher then the quote for the new system. the existing system is not reusable and if the customer would like a new system she can give us a call and we will have our quality control tech meet with them and sign a contract for a new system.  

  Business response

  02/16/2024

  i have spoken to this customer and she has my direct line to call me directly. we are curranty negotiating a resolution and she is going to call me back next week 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a gutter helmet system installed on our home in 2021. One of the conditions of my purchase was that the gutters would be cleaned free of charge as needed for the life of the system. Called gutter helmet to have our gutters cleaned because they are now full of debris and water shoots right over the top of them. We were told we would have to pay a $50 “dispatch fee” or they couldn’t schedule us for service and come out. No mention of a “fee” when we purchased the item and a fee should not be imposed for a problem that is not of our doing. Only reason we went ahead with the purchase was the promise of maintaining our gutters in the warranty. Any way not very happy.

  Business response

  10/10/2023

  Thank you for your feedback regarding the new dispatch fee. We understand your frustration and appreciate you taking the time to share your thoughts with us.
  We introduced the new dispatch fee to continue providing our customers with the high-quality service they expect. The fee helps us to cover some of the costs of providing our services, including the cost of maintaining our skilled technician staff and any travel-related costs such as fuel.
  We understand that the new fee may be a surprise for some of our customers. We are always looking for ways to reduce costs and pass on savings to our customers. We will continue to monitor the situation and adjust as needed.
  In the meantime, we apologize for any inconvenience, we will always honor our warranty and provide the services you need, as and when required. We appreciate your understanding and continued support. 

  Customer response

  10/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:   Gutter helmet is yet to schedule the problem to be corrected. 
  
  Sincerely,
  
  ***** ******

   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had Gutter Helmets installed many years ago. They have worked well, and Gutter Helmets has come to my house to clean the gutters and make necessary adjustments. On August 28, 2023, Chris L******, one of the service techs, came to my house to inspect for water that was pouring off of my roof but not into the gutter, causing damage to a nearby window frame. He said that he would have Donte come out to make the necessary adjustments. After hearing nothing back, I called Gutter Helmets on September 25 and left a detailed message. On September 26, a woman from Gutter Helmets called me and told me that Chris had never submitted a service request, thus the work was never scheduled. She then told me that Gutter Helmets charges $50 to cover inflation, increased fuel costs, and to "retain employees". She also told me that Chris was supposed to tell me about this $50 fee, which he did not. When I questioned the fee and explained that this is not part of my contract, she mumbled that it would probably be going away soon. I told her that I would not pay the $50 fee and that perhaps Chris should pay it instead. She then hung up the phone on me. Despite calling Chris, texting him, calling Gutter Helmets' Service Department, I have received no response. In the meantime, this issue is causing further damage to my house. Infuriating.

  Business response

  10/02/2023

  As per our conversation I have opened your service ticket and we will be scheduling your service shortly 

  Customer response

  10/02/2023

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased the Gutter Helmet system for my home over 10 years ago. It came with a lifetime warranty against any obstruction or they would come out and take care of it at no charge. The company has since been bought out by Lednor Home Solutions. I called to tell them that a bird has built a nest inside the gutter, under the gutter guard, at the right downspout and wanted to schedule a service call to clear the nest, per the warranty. "Sure," they said, "but we'll have to charge you a $50.00 travel fee to get the technician out there." I told her that was not part of my service contract and that is it inconceivable that I'm expected to pay a travel fee for a technician to come out here to fix a problem covered under their warranty. She said that this is something new that's been implemented since COVID. That makes it even worse. I've attempted on three occasions to speak to someone in their corporate office to resolve this, but was told that this fee is to cover inflation and gas prices. I told them that they should cover this cost since their product did not prevent this blockage as per their warranty. They said they would cover the repair, but that I must pay the $50.00 travel fee upfront. Although customer service in today's culture has disintegrated almost to non-existant, this new requirement is the most ridiculous thing I've heard. I would appreciate any assistance the BBB can provide in this matter. I should not have to pay a $50.00 travel fee for them to send a technician to my home to fix a product defect. I expect them to honor their warranty and send someone out to my home to resolve this issue. Thank you!

  Business response

  09/18/2023

  We appreciate the opportunity to clarify the situation regarding the customer's Gutter Helmet system. To the best of our knowledge, her system is protected under the manufacturer's registered lifetime warranty for Gutter Helmet. We say "to our knowledge" because there are some uncertainties, such as potential tampering or possible damage that might have created an opening for birds to enter. The $50 dispatch/travel fee covers our technician's and truck's expenses for the visit. However, any work related to the warranty will be covered at no additional charge, except for the travel/dispatch fee, even if it requires several hours of technician work. We've tried to explain this distinction to the customer, but there seems to be some misunderstanding. It's essential to note that the fee is unrelated to the warranty itself. Additionally, we'd like to address and clarify that our company has not been bought out. We continue to be under the ownership of the original proprietors. Thank you for your understanding, and we're here to answer any further questions regarding this complaint.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a Gutter Helmet system installed on my home, that came with a lifetime guarantee on function and materials. My gutters are currently not working and water is spilling over the top rather than going down the spout into the drain. I FIRST contacted Gutter Helmet/Lednor Home Solutions on July 10, 2023 to request service. I was advised at they would be out in 2-4 weeks. That time came and passed. I contacted the company and was routed around to many different people who could not help and ultimately routed me to a voice mailbox on 8/10 and 8/11. After receiving no response, I contact them again on 8/16 and requested to speak with a supervisor. I was advised they were all in a meeting and someone would call back, to this date, I have not been called back. I next contacted them on 8/24/23 and spoke with Jessica, who took my information and advised she would work on having my sevice scheduled. We received a text message on 8/28/23 advising that our service had been scheduled for 8/29/23. As of this date 9/7/23, no one has come to our home to provide service. I have not been able to reach the company by phone but have left messages and am still waiting for a call back.

  Business response

  09/18/2023

  Our service team of Ralph and Nick were out to this home on 8/29/23, went above an beyond normal procedure and repaired the damaged Gutter Helmet to insure the system works correctly. Outside damage is not covered under the warranty and there is typically a fee involved, yet our team repaired the damage at no charge to the customer. If the customer needs any additional information they may contact us at 866-818-5123. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a Gutter Helmet system from this company in February 2022. At the time I signed the contract, I was given in writing a lifetime warranty that would cover all warranty repairs at no cost to me, for as long as I owned the home. The gutters recently developed a leak and I called for warranty service. I was informed when I called that the company had instituted a new policy that there would now be a $50 charge to send out a technician. This is a unfair practice to charge existing customers that fee. My contract with them and my warranty says nothing about any such charge. I refuse to pay it and the company won't repair my gutters unless I pay that fee.

  Business response

  09/18/2023

  Left msg and email with Mr ***** to discuss what he is seeing with his system and to discuss the dispatch fee that was implemented.  Offered a 1 time waiver of fee to address his system needs. Sounds like it may need a cleaning on the helmet. We did not add new gutters to the residence only the helmet protection. The helmet warranty is for the gutters not clogging and does not guarantee the performance of existing gutters that we did not install. Also offered to come out in site to inspect the system if he would like but assured him in my message that we would ensure the system is working correctly. 

  Business response

  09/19/2023

  Spoke with Mr ***** yesterday, got some more information on his system. Will be having a tech stop by tomorrow 09/20 to inspect system for clogs

  Customer response

  09/19/2023

  
  Complaint: 20563553
  
  I am rejecting this response because: I accepted their offer to come out and inspect my gutters by waiving the $50 fee, however the company stated this was a one time only waiver. My initial complaint was that there shouldn't be this fee at all for existing customers. The company told me that if there is a problem in the future I would have to pay the fee. Again this is changing the terms of the original warranty which is not right. I understand that if my original gutters are the problem and not the Gutter Helmets, I would be liable for all fees and repairs. That was never the issue.
  
  Sincerely,
  
  ******* *****

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