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 of Southern Georgia

  506 Manchester Expy Ste B24 Columbus, GA 31904-6470

  
• 

  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

  

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:10/09/2023

  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 gutters were supposed to be installed in one day on August 11. When a single crew member came to install it on August 14, it took 5 days. The installation had many issues that have been continuously communicated to the company. This includes significant water coming behind the gutters and running through seams of gutters at joints. They have come out a couple of times to try to fix the issue without admitting the original installation was done incorrectly. They charged us in full through financing without us signing off the job was done. When they say they will come to fix it they either do not schedule or do not respond as promised. his includes the regional manager who promised a follow-up but did not until I called him. We just want functioning gutters. I have video on my phone that I cannot upload here that shows the issue. I also have text messages and emails that show the communication and responses (or lack thereof) to the situation by Leafguard.

  Business Response

  Date: 10/09/2023

  Hello,

   

  We understand the frustration and are committed to getting it resolved.  Our Production Manager is scheduled to be there today. We will have the problem resolved today.

  Customer Answer

  Date: 11/06/2023

  
  Complaint: 20713416
  
  I am rejecting this response because: The issue continues. A person did come out when I originally complained, but nothing since. Excuses and no follow-up are all we get. Gutters still do not work. When the manager came when we first complained here one month ago, he said he would schedule a Saturday when he and a crew could be here. He indicated he thought there was a manufacturing issue. This turned into they were just installed incorrectly. Still no scheduled time for resolution. Yet we have paid in full! Gutters still do not function correctly. And no follow-up from anyone to see if this has been resolved? It has not. We are one week shy of 3 months since the original install and I do not have functioning gutters. I want the ones that were originally installed replaced and done correctly. We have consistently expressed our concerns with the installation since 8/2023.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 11/20/2023

  Hi,

   

  We are scheduled to be at the property on 11/25 to resolve the remaining issues.Once completed, we will reach out to ***************** to ensure his satisfaction with the project. 

  Customer Answer

  Date: 11/25/2023

  
  Complaint: 20713416
  
  I am rejecting this response because: *********** commicated after I complained again here. Scheduled to come out today 11/25. A text this morning from the production manager was that no one, except him, showed up to come to our house with him. He then said "I don't have to re-install the gutters. Thats the installers responsibility, but I volunteered to do so. I can't control whether they show up or not. Been an ongoing issue for quite some time now."... "I'm also not an installer."... "I'm the production manager." But on October 11 he came out and verified that there was both an installation and manufacturing issue. And on November 17 said "I am still the one that is going to do the work as promised...". We have paid this company and have never had working gutters. They have had our money for over 3 months. 
  
  Regards,
  
  *************************

  Business Response

  Date: 11/27/2023

  Hello,

   

  I have been in contact with *******************  We plan on returning his money to him and he will look for the work to be done by another provider. 

   

  Once the money is returned, we will consider this matter closed.

• Initial Complaint

  Date:10/08/2023

  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 August 10 we had a Leaf Guard salesperson sell us new gutters. We warned him to be very careful of our Pella sunroom. If damaged it could be a major problem. He sent pictures to his production manager and was told the sunroom would not be a problem.
  
  On Friday August 11 at 8am the first Leaf Guard installer arrived. We gave him the same warning about the sunroom. At about 10am two more installers arrived. We gave them the same sunroom warning. Rain was to start around 10am. At about that time two more installers arrived. We gave them the same warning. At about 11 am we heard a knock on the door. The installer said we have a problem. One of the installers dropped his hammer and shattered a sunroom roof panel. MAJOR problem!
  
  It took four weeks to find out Pella no longer supports the sunrooms. They referred us to ***** *******. ***** will not repair Pella products. We contacted five other skylight companies. They will not repair the Pella sunroom. Then we went to ***** ********* and talked to them. ***** sent out their estimator and quoted to replace the sunroom roof with a conventional roof with three ***** skylights. The cost will be $27,452.00.
  
  On September 11 I sent the ***** quote to the Leaf Guard Chicago general manager, John. In 45 minutes, he called and stated Leaf Guard will pay for the repair.
  
  Three weeks went by so I sent a request for status. Nothing was done to get the payment processed. It is now eight weeks, and we have no idea when Leaf Guard will pay us so that we can get our sunroom repaired.

  Business Response

  Date: 10/31/2023

  The local General manager has been in contact with the customer in regards to the repair/replacement.  The company has done our own due diligence, and research, and have concluded that the glassroom/sunroom cannot be repaired due to the parts no longer being made.  We are preparing a settlement agreement for the customer to review in order to reimburse them for the cost of the glassroom/sunroom to be replaced, per the estimate the customer provided.  This will be resolved within a week. 

  Business Response

  Date: 11/07/2023

  We have resolved this with the customer. 

   

   

   

  Customer Answer

  Date: 11/13/2023

  [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:09/26/2023

  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.

  Incorrectly installed pipes,water pooling in front of my house because pipes were installed wrong.Leafguard will not correct problem

  Business Response

  Date: 09/28/2023

  I believe this customer has the wrong company.  It looks like they are with Leaf Filter not Leafguard.  Thanks.

• Initial Complaint

  Date:09/25/2023

  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.

  Starting in February of 2023 I found that my gutter system was leaking and I notified leaf guard and they said that they would send somebody out to repair it. It's been over 6 months and multiple people have come out and they can continue to find excuses. Even though the roofing company that they worked with to install the gutters said yes, the gutters are leaking. They fail to respond to any emails or any text messages and continue to push blame even indicating the roofing company that they work for was bought out and sold and does not exist and this is a flat out lie. The company is coming off as a scam and they are putting customers last

  Business Response

  Date: 09/28/2023

  The ** has called and left a few voicemails trying to speak with the customer.

   

  A voicemail was left explaining that we are not under prepared to do the job, as he states, but that he has an issue with his roof and to ensure that it is the roof and not gutters we would need to access it but we cannot because of the solar panels that were installed. The ** left another voicemail for the customer stating if he has the solar panels removed that we can come out and see what can be done. Customers phone number goes directly to voicemail each time the ** calls. 

   

  We will continue to reach out to the customer to resolve. 

  Customer Answer

  Date: 09/28/2023

  
  Complaint: 20654855
  
  I am rejecting this response because:

   

  This is a lie. They continue to find a new excuse as to why they refuse to repair my flashing. Each visit is an excuse "I don't have this particular tool, to we are too busy with new customers, and finally because of the solar panels.  The technicians that come onsite said they can repair it but require a plank versus a ladder. Its not that my panels are causing the issue its due to an under prepared staff to perform the job properly. This whole event start feb 2023 and it is now going on OCT 2023.  
  
  More evidence can be provided by myself. I would like to request EVERY SERVICE REPORT FROM EVERY FAILED VISIT.  I'm wondering why this was never provided to me?
  
  
  Email s to leafguard
  June 1st 2023 email to *******
  
  Good Morning *******,
  
  
  **** came out and verified with ****** homes that this was a flashing issue where it was dripping. I have not heard back from anyone regarding the issue and i'm growing concerned this is being ignored.  Onsite it was confirmed and agreed upon that the flashing needed to be replaced as it was causing a leak on the gutter.  This was observed onsite and i'm very surprised there was no Service report sent to me in regards to this visit. Thankfully I do have cameras and have witnesses of the interaction.  I'm growing incredibly impatient regarding this issue as we go into june and the problem was reported when we had snow on the roof.
  
  
  Regards,
  
  ***********************
  
  Leaf guards response 
  
  Good morning *****,
  
  After speaking with ****, our next step is to replace the flash with a custom 5 back to go up as far beneath the shingles as possible. This is merely to rule out if the stock flashing didnt go far enough. If the problem persists afterwards, to be clear, it is not a LeafGuard Issue whether it happens in the summer or the winter. If you are having icicles in the wintertime, LeafGuard cannot eliminate or help eliminate ice formation or icicles at your *****.
  
  We report findings in our internal communications system. If you would like findings from now on, please let me know and I will email you a summary as soon as possible. Currently, our office is still fairly short-staffed, and I apologize for the delay. The soonest date we have you on the schedule for is Thursday June 15th.
  
  Lastly, for this repair only, we are still waiving the $300 Trip Charge. Any leaks that you may experience or any repairs that needs to be addressed will require this fee. The 3 LIFETIME WARRANTIES you Do have are as follows:
  
  NO CLOG GUARANTEE
  NO PULLAWAY GUARANTEE
  PAINT FINISH/SCRATCH GUARD WARRANTY
  
  For those 3 issues Only, there will be no charges.
  
  Thank you very much for your time as we look forward to getting the issue resolved for you. I will have the crew call you Thursday morning with an approximate time for the service appointment.
  
  Regards,
  
  **************************************
  Production Manager
  O: ************ | C: **************
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/10/2023

  The local General Manager has followed up with the customer to address their concerns.  He provided his phone number and office address for further communications.  The GM explained why servicing the front gutters are a challenge due to safety issues concerning the placement of newer solar panels on the roof.  He also explained that servicing the back gutter should be ok, after reviewing the pictures provided, due to the solar panels being set back farther off of the roof line.  It is important for the ladder standoffs we use to be placed in a safe secure location to access the gutters for service.  The GM emailed the customer with more explanation and offered to service the areas in question once they agreed to how we would access the front area.  The email also outlines the warranties we provide.  The GM is working locally to address the customers concerns and to resolve. 

   

  
  
  

• Initial Complaint

  Date:09/23/2023

  Type:Sales and Advertising 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.

  Leafguard sends direct mail solicitations to our residence. I have attempted to contact both corporate & local offices via phone calls as well as email contact info listed on the Leafguard company website, in order to stop the direct mailers. No one has responded from the company, & today 9/22/23 we received another direct mailer from them.
  I cannot be persuaded somehow they have a system or marketing company that is unable to permanently "flag" our address or not allow the address to go to print, the privacy software exists for these purposes.

  Business Response

  Date: 09/23/2023

  Sent request to marketing department. Mailers are run through a third party and the process for sending mailers are done months in advance by zip codes. We will do our best to eliminate mailers from reaching their home.  

  Business Response

  Date: 09/26/2023

  Again, we will do our best to stop the process. 

  Customer Answer

  Date: 09/27/2023

  
  
  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.
  
  
  
  
  Regards,
  
  
  * *********

• Initial Complaint

  Date:09/20/2023

  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.

  LeafGuard Transaction date 4-24-23 Lead#******* They came and applied the gutters to the house..and it looks good..But we also had them put gutters on our barn as well they put the gutter on the front of the barn And DidNot put the gutter up on the ****************..they said that they would have a contractor put up a strong board so they would come back and put up the gutter..It is still Not done..we have called them a few times for them to return call and tell us they will do it..There was one guy come and looked at it and said he would come back in couple weeks..This still not done..and it has been since April..we are patience people but this is not right..

  Business Response

  Date: 09/21/2023

  Hello,

   

  Leafguard installed all gutters except one due to rotting rafter tails.  We sent our subcontractor out to fix the rafter tails free of charge to customer.  When the subcontractor arrived there were multiple wasp and bees nests that prevented subcontractor from completing work.  We told customer he needed to eliminate wasp and bee problem before we could continue.  The subcontractor and Leafguard crew are scheduled to go out together and finish project on Tuesday 9/26.

  Thank you.

• Initial Complaint

  Date:09/20/2023

  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.

  6/14/22 - present I paid $14,500 for a complete gutter system. It's over 1 year of attempting to work with ** to get the install complete & fully working. They have very high staff turnover in management. I spent 8+ months trying to reach the person I was instructed to contact. He never called me back. The next GM I was given to contact tried to charge me for finishing the incomplete install. He sent a guy to add a downspout but not address all the issues (5+ feet of overflow - due to not enough downspouts etc.). Then I was informed that 2nd GM left & the guy standing in until the new 3rd GM started initially responded & then tried charging me for the work to finish the job. He too went silent & didn't return any calls etc. Also, when they did make an appointment with me (I lost 2 days of work because although they set appointments for a *************** they don't show up). Instead, a rep shows up unannounced another day without all the materials needed to do the work. The reps are compensated by "sales" & not service calls so they prioritize sales calls. It should be noted that the non-functioning gutters caused multiple overflows in my front & the water overflowed & went into my basement causing multiple floods. I also paid a 3rd party engineer to look at the ***************** the issue(s). He told me the issues were: they didn't put enough downspouts in, they didn't appropriately address corners in the gutter system (even though in the contract they were supposed to), they didn't attach a couple of downspout gutters properly etc. Current status: There remains several issues with the gutter system not fully functioning & the company has not returned any of my calls & texts (this includes multiple attempts to reach someone in their corporate office which never returned 1 call). The last rep said he'd be back to finish the job the next day including bringing touch up paint for the gutter he scraped. The next day he told me he wasn't coming.

  Business Response

  Date: 10/26/2023

  Hello,

   

  I have reached out to the customer to arrange a time when we can come out and address the remaining concerns.  Once I hear back, I will set a firm date to begin the process of getting the situation resolved.

  I would like a little more information than the BBB correspondence has.  Thank you

• Initial Complaint

  Date:09/19/2023

  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.

  We bought leaf guards and had them installed on 5/18/2023. They told us that things were dryrotted and it needed to be replaced but they didn&#**;t replace it. They put the new gutters over the existing facing boards; they don&#**;t fit. They told us that it would be an all day job and it only took them about 3 hours. The gutters look crooked, you can see light around the downspouts. They charged us $`10,785.00. I put down $3000 and the check didn&#**;t clear--due to the bank. They didn&#**;t do what they said they were going to do in the contract. I had the balance financed. I&#**;m not paying it because they didn&#**;t do what they said they were going to do.

  Business Response

  Date: 09/21/2023

  
  Called and after a brief discussion, we confirmed that **** was the color they selected and **** was the color that was installed. Customer then asked about the gutters pitch, she stated that it looked crooked. After review of the post installation photos, PM explained pitch  and why the gutter did not run along the roof edge but instead had pitched that was applied using a level to ensure that the system flows correctly. Offered to come out to adjust the pitch of the system, but if this would cause the gutter to not be pitch correctly, the system would not function properly and could cause damage to home. Customer did not want to do this. The system is working and if there is an issue we would certainly back our warranties. The customer has not paid for the project as the initial deposit check was returned. We have held up our end of the contract and this complaint should be dismissed. 

• Initial Complaint

  Date:09/09/2023

  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.

  My leaf guard gutters over flow the paint is falling off. No one responds to my calls. I want them fixed

  Business Response

  Date: 09/20/2023

  PM performed job site inspection 09.19.2023 - customer was notified but was not home at time of arrival. PM stated gutters are clogged, needs service. Also stated it looks like white inside corners were installed and possibly spray painted at time of install to Coal Gray. 
  
  Peeling badly. Two "L" shaped runs need to be replaced as they are LG1 and have no more inside corners. Customer appreciated us coming out sooner than scheduled service date. Crew still scheduled for ***** unclog. Will schedule service to replace corners in October.

• Initial Complaint

  Date:09/07/2023

  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.

  The work is not working as expected and the promised corrections are not being done even after many requests for help
  Numerous requests with either no response or untrue information
  No way to contact anyone in authority

  Business Response

  Date: 09/18/2023

  Hello,

   

  We went to the property and added a drop-in. Customer said things seem to be working fine but wanted to wait for a big rain to see how the system works.  We have not heard back since that time.  I assume all is well with his system.