Complaints

This profile includes complaints for LeafFilter Gutter Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  LeafFilter Gutter Protection

  1595 Georgetown Rd Hudson, OH 44236-4055

  
• 

  LeafFilter Gutter Protection

  190 Riverside St Ste 25 Portland, ME 04103-1073

  
• 

  LeafFilter Gutter Protection

  12 Petra Lane, Suite 2 Albany, NY 12205

  
• 

  LeafFilter Gutter Protection

  108 Marshall Dr Warrendale, PA 15086

  
• 

  LeafFilter Gutter Protection

  206 W Parkway Dr Egg Harbor Twp, NJ 08234-5106

  

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:09/23/2022

  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.

  see Attached document

  Customer Answer

  Date: 09/26/2022

  [Transcription from original document.  See file.]

  The installer came to my home & started to install gaurd - I went out to check & noticed holes in my Lani screens.  I mentioned it & ask him to stop.  It appears when he used his power stapler gun? the butt kicked bk & poled holes all along screen.  very obvious  He called his manager & I spoke with him.  The job stoped & nothing sice.

  Confirmation Recipt #****

  Sept 19 I was ***** - **********

  

  Business Response

  Date: 09/28/2022

  Please be advised our some of our Florida locations are currently under mandatory evacuation due to Hurricane  Ian.  We are asking the any Florida BBB disputes be put on a 7 day hold.

  We will provide an updated scheduled date/time for inspection of alleged damage once the weather passes and the office is able to return to regular functioning capacity. Hurricane Ian is a life-threatening storm surge, that will present catastrophic winds and flooding.

  

  Business Response

  Date: 09/28/2022

  The Contract was cancelled its entirety and refund was processed on 9/2/22.  If customer would like us to review the alleged damage, we would need 2 estimates and pictures.

• Initial Complaint

  Date:09/22/2022

  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.

  We agreed to pay LeafFilter $2000.00 for approximately 84' of their gutter protection. Installation started on Friday August 12th and was finished August 15th due to equipment failure. Our house has gutter hangers and we questioned the salesman if their gutter guard system would work. He insisted it would even though he had not showed us any proof that it would. After work was complete on August 15th we questioned the installer's workmanship and again questioned if this would work on our gutters. The newly unexperienced worker admitted he has never installed gutter guards on this type of gutter. One week later the LeafFilter product had collapsed and failed on many parts of the gutter. After contacting LeafFilter many times they admitted that the gutter guard system was installed incorrectly and was ***e with poor workmanship. They said they would reinstall new gutter guards but I emphasized that LeafFilters wouldn't work on our gutter system. I requested that they remove their gutter guards and asked for a refund since their product was not compatible with our gutters. I was then told that this would be escalated to the next level to receive a refund and someone will get back to me (September 2nd). After making many calls to the Warwick, RI branch we were told that we would get a refund and paperwork would be sent to us to finalize the removal/refund. After many calls this week I was told that "*** from Ohio" should've contacted us but to no avail. As I am writing this I still haven't received any call back and or an email containing paperwork to resolve this.
  
  We've been disappointed in every aspect of LeafFilter and at every level. It started with the salesman telling us that this product would work on our gutters, the untrained, poor workmanship of the installer, the service managers and operation workers that never returned our calls, lies and deflections of our concerns with broken promises and lastly corporate workers that are still ignoring us. ********

  

  Business Response

  Date: 09/29/2022

  Customer has spoken to the service manager. This matter is resolved to customer satisfaction.

• Initial Complaint

  Date:09/22/2022

  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.

  Today is 9/22/2022 I work for ******** construction. Back in July we were on a three way call with you and the Homeowner *********************** in ************* her phone number being **********. She gave us permission to speak on her behalf for the account. I just called yesterday and no one would allow me to do so. I then had the ******* reach out to you guys and you told her the service department would be in contact with her on 9/21. there was no contact to her. Then today I have called multiple times and have became very frustrated with this process and so is the Homeowner. After I got in touch with the service department they told me I couldn't schedule anything which is fine so i had them call the ** which they did and then they confused the ** even more when they told here that her quotes were confusing and they weren't sure of the work being done so they told her that they would give me a call. I never received a call. I called the service department many more times and eventually got on a three way call with you guys and the **. they finally put us in on the account like they were supposed to back in July. After this conversation with the service department we still have nothing scheduled due to the greenville ** office needing to reach out to us. I tried calling them and no answer ever. I am really not believing that I will get a call back. There is 100% poor communication and this is the worst company I have ever tried to work with. no one seems to know anything and when I request to talk to a manager the reply is always "we don't have one". I'm sorry, but maybe your lack of communication and work ethic comes from the leadership standpoint considering it seems like no one knows anything.

  

  Business Response

  Date: 09/27/2022

  As this dispute was not put in by the customer, does ********************** have a POA for the customer?

  Customer Answer

  Date: 09/29/2022

  I have access to her account 

• Initial Complaint

  Date:09/21/2022

  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 hired Leaf Filter to install gutter protection this year and we quickly found an issue with the installation as we had water running down the side of our house in big storms. We were able to get them to come back out as promised in their agreement and (after 3 tries) the issue was resolved. However, we then noticed a bulge in our cabinet and discovered that there was water damage on the inside of our kitchen--pulling the cabinet backing out we discovered black mold. Leaf Filter sent a technician out who verified the water damage and black mold and told us to get a repair/remediation estimate and it would be sent to the national office for review. That invoice was sent two weeks ago and I have spoken with **************** 7 times--each promising a call back. No one has called us back and we are living in a house with black mold in kitchen. We simply have to get this repaired ASAP but, additionally, the lack of response from the business is totally unacceptable. Online it states that Leaf Filter has an A+ rating from the BBB but surely this is not the type of business practice deemed acceptable by the BBB. Any help would be greatly appreciated.

  

  Business Response

  Date: 09/27/2022

  LeafFilter returned to the property on 9/22/22 to conduct an inspection. It was found that the LeafFilter Gutter Protection is functioning per the manufacturers warranty and all contractual obligations have been met. The customer is experiencing a leak interior of their home due to a builders gap on the roofing substrate. The builders gap allows water to penetrate above the wingback of the filter from water flowing down the roof line in a low-velocity manner, which would be consistent with the slope of the roof where the damage occurred. Per the LeafFilter Limited Lifetime Warranty: The Warranty does not cover damages to gutters, fascia boards, or roof substrate or surfaces caused by the installation of LeafFilter products. LeafFilter has attempted to address this issue previously but was unsuccessful. This issue is a preexisting roofing deficiency and we are not professional roofers. We have added a drip edge in this area to mitigate leaking but advised the customer they would need to have this addressed by a roofer. We have offered to remove and reinstall the system at no charge in the future, should they need roofing work completed. As a sign of working in good faith, we offered the customer a resolution and the customer refused. This matter is resolved.

  Customer Answer

  Date: 10/05/2022

   I am rejecting this response because:  Neither we or our contractor or our roofer agree with the claim that this product installation was not the cause of the water damage to our home.  We do not consider this matter resolved and our insurance company will be investigating this matter.

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

  
  

• Initial Complaint

  Date:09/21/2022

  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 bought the system from ***********************, a LeafFilter sales person, on 6/24/2022.Our gutters would be inspected, cleaned, and realigned as needed. Our current gutter system was fine, a perfect fit for this worry free addition. We were told when we asked about acclamation of debris on top of the system that because of the material and the way it is installed that would not happen. We were told that if there were any problems what so ever they would be taken care of. Our contract also reads 118 for 5 white filters, our gutters are not all 5. That was a bad indication discovered by the installer. The sales person mis represented the product, the company and the warranty. Shame on us for not doing more research before we handed the check over. This company is geared at getting your money, once that check is handed over the sales person is out of the equation. You need to call a customer call center and book an appointment for service. The call center people are very nice but know nothing about your system or the area where you live. Our gutters did not leak before this system was installed. After 4 visits, 2 of which were to be inspections we still have leaks. I was told by the home office that the inspections are privileged information which the customer does have access to. We were told by the ** in **** that we had no choice but to deal with the *********** office. The 4th visit and the "escalated" inspection was conducted on 9/12. We were then told that we have a pre existing condition on our roof. Our gutters did not leak before this system was installed. We requested a full refund and removal after the 3rd visit and were told by ************************* in the *********** office that this was a non refundable product. BEWARE!! This product is not what it seems, the installers are not employees of LeafFilter. Once you pay them they will not make good on a faulty installation or product. Also the claim that debris will not accumulate on top is false.

  

  Business Response

  Date: 09/26/2022

  An escalated inspection was completed on 9/12. It was found that the Leaf Filter system is installed correctly and working as intended. Leaf Filter asks that if the customer has any issues in the future, the customer contact us and we will pick a date/time that works best for them.

  Customer Answer

  Date: 09/27/2022

   I am rejecting this response because: The information provided by LeafFilter is not true. Our gutters did not leak before they installed and now they do, pretty simple. I have tried talking to the local *********** office only to me told this is not a refundable product and there is no recourse other than them coming out over and over. I talked to the **** office, who insisted we deal with the *********** office. They sent the same person that did the last inspection and repair again, this time coming to a different conclusion. This company will tell you anything to get your money and then you are stuck with a defective product and out thousands of dollars. I want this stuff off of my house and my money back. It is shameful the way these people do business. 
  
  
  

  

  Business Response

  Date: 10/06/2022

  We have attempted to schedule another inspection with the customer, however the customer has refused. Additionally, we offered the customer a credit for customer satisfaction, which the customer also rejected. Per the previous inspection, the system is installed correctly and working as intended. Leaf Filter is willing and able to service/inspect installation per warranty and contractual obligations. This matter is closed as the customer is refusing any additional service/inspections.

  Customer Answer

  Date: 10/07/2022

   I am rejecting this response because: A full refund of the $4200 we paid and removal of this product from your home are the only acceptable solutions. 

  We were offered a 5% discount after the 3rd repair and second inspection, that is not acceptable. I requested copies of the inspections and was told they are not available to customers. I have sent videos to the **** office as well as the *********** office. I also requested not dealing with the *********** office and that request was denied. There is a ********* office but that is not available to us even though it is much closer. We just want to be done with this awful experience.

  This company will tell you anything to get your money, then it's just too bad if it is not acceptable. We have leaks where there were none before this was installed. It is not a good product, debris accumulates on top, water bounces off of the gutters rather than in. What does make it in then leaks. Horrible.

  We will not be bullied into dealing with an unethical company. A full refund and removal. There is not point to keep doing the same thing, especially since we are not even allowed to see the results of any inspections. A very bad way to do business. People need to know not to trust this company. 
  

  
  

  

  Business Response

  Date: 10/11/2022

  Customer original dispute was for leaking ***********************.  Leaking of the end cap was corrected on 9/16/22.  Inspection of 9/16/22 shows no other leaking was occuring.  Customer has refused all service and inspections since 9/16/22.  Customer request for full refund/removal has been deemed premature and unwarranted at this time.  We ask for dated video after 9/16/22 to be sent to us and customer to allow inspection of new leaks. 

  Customer Answer

  Date: 10/11/2022

   I am rejecting this response because: Our gutters leak, all around the house in several places. We do not wish to do business with this company any longer. As I stated more than once there have been 3 repairs and 2 inspections. Customers are not allowed to see the results of the inspections. There is debris on top of the gutters, which we were told would not happen. This is not a good product, we want our money back and this product removed from our home. Beware - this is not a good product, the company will tell you anything to get your money. 

   

  
  

• Initial Complaint

  Date:09/21/2022

  Type:Order 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.

  8/26 I signed a contract to have gutters installed on 8/31. I paid in full.
  I took the 8/31 off of work. At 10:30am I called to see where my gutters were. I was told they had no available subcontractors. We rescheduled for 9/13.
  9/12 I called the 1-800 customer service to see if the gutters were going to be installed the next day. They confirmed, but later called back to cancel. Gutters were rescheduled for 9/15.
  9/14 I called the 1-800 customer service to see it the gutters were going to be installed the next day. They confirmed, and I took the day off of work. At 10:30am I called to see where my gutters were. I was told the subcontractor had cancelled his availability.
  I spoke with the scheduler **** (************), he could not give me a set date for the third reschedule. He did give me the following information, which was not provided when I signed my contract: Local gutter installers are 3 weeks behind on their own jobs, only one contractor can do the 6" gutters I ordered, and it was going to be a two day job. This information was not provided to me before, and made me wonder why they had even scheduled me for 8/31.
  He said he would call me Thursday afternoon, of Friday 9/16 with reschedule date. He did not call me Friday, I called him. However, I could not leave a message as his voice mail was FULL. I assume they have many unhappy customers, all looking for actual delivery dates. I immediately called the 1-800 customer service, and cancelled my order.
  I was told by customer service I would receive a call in 48 hours/2 business days. They would provide information about my refund. They have not called me.
  My money has now been with this company since 8/29 (check was cashed). I have tried to work with them, doing repeated phone calls regarding this job. I now see they are unreliable, avoid giving actual information, and unwilling to pay me back my money. CRIMINALS!
  I was sold a bucket of lies, with a big side of grief.

  

  Business Response

  Date: 09/30/2022

  This matter is
  resolved.  The refund process can take up to 10 business days to complete. 

  Customer Answer

  Date: 10/05/2022

   I am rejecting this response because:  I have not gotten my money from Leaffilter.  I can not get a check number or tracking information from Leaffilter.  They are not returning my calls, and are pushing me from the main office to the branch.  There communication skills are atrocious!
  
  
  
  

  

  Business Response

  Date: 10/14/2022

  Refund has been processed as of 10/3. This matter is resolved.

  Customer Answer

  Date: 10/18/2022

   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 did return my money.  But as a direct deposit to my account.  Why they kept my account information, has me deeply concerned.    

  I would be more than happy to be part of a class action lawsuit against these criminals.  I would be happy to testify for the state, to assist in prosecuting LeafFilter. 

  LeafFilter should not be allowed to continue their practice of:  Lying to clients, taking money from them, not telling the truth about their delivery time, or their product.    

  Terrible company!!  I see their adds in the papers, and on tv.  I wish there was a way to keep this issue from happening to others!

  Thank you for your assistance in resolving this matter!!!!!!!!!!!

  **** *****
  
  

   

• Initial Complaint

  Date:09/20/2022

  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 filter guards installed on our home in May 2022. During the initial meeting with ********************* (***********, **), he said that a small section of soffit that had water damage would be removed and replaced by his team. Installers knew nothing about this. I contacted **** and he had his team contact me to do the repairs. Twice they made appointments only to not show up. I contacted **** multiple times and he kept telling me he would get someone out, but it never happened. The last message I sent to him, I requested our money back for the soffit repair portion. He told me he would discuss with his manager. I have never heard back from him. I text him once more and he did not respond. Any advice?

  

  Business Response

  Date: 09/29/2022

  Services have been scheduled for 9/30, with an arrival time between 4PM and 6PM.

• Initial Complaint

  Date:09/20/2022

  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.

  Leaf Filter ATL 32482 ***** *****LeafFilter North, LLC1595 Georgetown Rd. l Hudson, OH 44236Office: 330-286-6801Contact Person: ******** *********a*********@************Balanced with WellFargo Bank Credit Card $ 9, 102 monthly payments haven't started due to a dispute. First, the shingles are too long, see pictures, and the tied-looking filters can not absorb the water from the rain, causing an overflow of water dripping on the sides of the gutters.Secondly, Leaf Filter Company offers to repair the poor job done by the worker who missed or ignored measuring the filters correctly, see the pictures, and fix the other gutter spots. If the missing areas are repaired, the dripping water on the side of the gutters will continue because the shingles are too long. This will cause permanent damage to the wood or deterioration of the house.This house was built in built-in 1928 in the City of Decatur Historical area and needs protection. Leaf Filter offers to trim the shingles. Unfortunately, that is not possible. It will not look nice.Finally, my desire to terminate the contract is based on the above issues and the lack of explanation from the salesperson. He and I went to the roof to see if that filter would work. He showed me a picture and told me that it would be fine, and I would be happy not to have to clean up the gutters ever because I would get a Life Warranty; another miss interpretation never mentioned that it would cost 90 dollars every time they will be called to adjust or fixed it.Nine thousand dollars, an overcharge for a non-professional job. No one should accept it.

  

  Business Response

  Date: 09/22/2022

  Per prior inspections, it was found that the Leaf Filter system is installed correctly and working as intended. Additionally, it was found that the overflow issue is directly due to the overhanging shingles. We have offered to trim these to allow the water to drain in the system, however the customer refused. As a sign of good faith Leaf filter has offered a resolution to the customer on 9/14. We are still awaiting the customer's response.

  Customer Answer

  Date: 09/22/2022

   I am rejecting this response because: I need more clarification

  Good morning Mrs. *****,
  
  I have not received any communication from your lawyer but did receive your BBB dispute. Our current offer is to trim the shingles, adjust panels as necessary, and provide a 10% credit paid in the form of original payment. Please advise on any questions or concerns you may have at this time. If you would like to proceed with this offer, please let me know and I will send over the proposed agreement for review.
  Thank you

  
  ******** ********* | Customer Relationship Manager
  LeafFilter North, LLC
  1595 Georgetown Rd | Hudson, OH  44236
  Office: 330-286-6801
  *Subject to Rule 408 Communication
  a*********@************| www.leaffilter.com

  Here is the business response.

   

  
  
  
  

  
  

  

  Business Response

  Date: 09/28/2022

  Please provide more information from the customer about what clarification is needed regarding our response.  Our customer relationship manager did a great job detailing out our offer.

  Customer Answer

  Date: 09/29/2022

   I am rejecting this response because:
  
  
  The damage caused at the installation of the filter needs to be fixed before I signed it

  [The consumer informed BBB that she does not accept the settlement offer.  The consumer wants three areas fixed first - the back corner of the house, between the family room and extension; the front corner of the house; and in the back, at the other end of the house.  The filters don't go to the end and the downspout opening needs covered.  Once that is done, then she will sign the agreement.]

  

  Business Response

  Date: 09/30/2022

  An inspection has been scheduled for 10/5, with an arrival time between 8AM and 12PM.

  Customer Answer

  Date: 10/05/2022

  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.

  Customer Answer

  Date: 10/17/2022

  The consumer informed BBB that a representative of the business came and took pictures of the damage on October 5th. Then, the manager called the consumer back and said that the pictures did not come out so another person came out on October 6th to take pictures again. LeafFilter sent the consumer an e-mail saying that they inspector has said there is no damage. The consumer says the there is damage there which needs to be fixed.

  At this point, the consumer believes the matter just needs to go to court, because she needs the business to fix the damage.  Even if she keeps the filters and pays $4,000 (not $5,000), the business needs to fix the damage.   The consumer feels there needs to be a settlement/agreement.

   

  
  

  

  Business Response

  Date: 10/24/2022

  Customer has been offered two resolutions. We are currently waiting on their response to the offers.

  Customer Answer

  Date: 10/26/2022

   I am rejecting this response because:

  I do not accept the two offers by Leaf Filter company. At this time, I would like to break the contract and Leaf Filter company to come to my property and remove the installed system. It is not working properly and it is causing damage to the property.   
  
  
  

  
  

• Initial Complaint

  Date:09/19/2022

  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.

  Company did not do all the work in contract. They were supposed to realign gutters, reseal, clean, pick-up work sight and reseal all seams on gutters. They only installed the LeafFilters and did not do any of the work listed above. I have it all in the contract I just don't have a way to include it in this email. I've called them a number of times but have not been able to get any action. **** getting told manager will call me and he never has. They also removed the guards that were 6 months old . I had installed them in the past but before I could stop them they bent them up to put them in their truck. I wanted them but they crushed them before I could ask. Can you help me?

  

  Business Response

  Date: 09/26/2022

  The system was inspected and we have determined that the system is installed correctly, and working as intended. We ask that if customer needs service in the future, that they contact us, and we will schedule a date/time that works best for them.

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  The gutters are supposed to have 50-year caulk used on them as per contract. They have not done the job. I watched the installer go get it and the one on the latter told him never mind their good. I was also told they would be disinfected clean by the salesman that's in the contract. But when the tech showed me a picture of the inside, he called it clean. The gutters are newer and the tech that came out looked and said they were clean. They have never been cleaned as his picture shows. Also, I'm in the process of getting a receipt for the guards that were already there and were destroyed by installer. Tech said I need proof of them being there.
  
  

  

  Business Response

  Date: 10/05/2022

  Services have been scheduled for 10/5, with an arrival time between 8AM and 10AM.

• Initial Complaint

  Date:09/17/2022

  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.

  I had a sales rep come out to my house in *******, ** provide a quote for covering the gutters in the front of my house. The quote seemed high but I was PROMISED an amazing lifetime product, expert installation, and phenomenal service. It was stressed how this was a veteran owned and operated company, everything was made in *******, and so I figured I didnt mind paying a little more than I thought was reasonable to support this. So far all Ive seen is lies and false commitments. The installer arrived and did the job in about 2 hours. It was starting to rain and he, very hurriedly, showed me pictures and told me to sign this lifetime warranty sheet. I asked him about my middle gutters under my pergola. I said I specifically asked about this section of gutter and tue sales Rep assured me we would have the hard plastic base with the mesh like the others and that they overlap since its a bigger gutter. Not to worry everything would be hidden be identical . He said his English was very bad and yes its done. It started to pour rain and I had to get on a conference call for work so I couldnt get up to check right away. A couple hours later the rain stopped and I came out l to see what was done. I have to admit I was very disappointed. The gutter under the pergola just had some brackets installed and heavy duty screen with silicone. Nothing like what I was promised and thought I was paying for. I then text the sales rep (this is still the day of installation) He said to call the main line. I did. A rep said a manager would call me and a service ticket was being put in. This was Wednesday 9/14, the same day as the install. No call Wednesday or Thursday. I text The sales rep again on Friday, 9/16 and he advised to call again. I called around 2pm I spoke to another lady who told me the same speech as before but that shed make my ticket urgent and I would get a call. No call again. I did not receive the product, service, or professionalism I paid for.

  

  Business Response

  Date: 09/27/2022

  Services were completed on 9/26.

  Customer Answer

  Date: 09/29/2022

   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.  A manager came out and they were able to make everything correct. 
  

  Thank you