The LeafGuard-brand eaves were installed — poorly, as it turns out — in July 2017 and came with a lifetime warranty. And while Jyl and Randy Molle hadn’t yet seen any damage from the eaves’ persistent leaking, it was only a matter of time before they did.
Now if only they could find a company to honor that warranty ....
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The Molles, who are 69 and 72, respectively, and keep very good records, said workers had returned five times since they paid $3,765 to have LeafGuard install the eaves on the front and back of their raised ranch Madison home:
- The first visit in 2019 produced an inspection and an unfulfilled promise to return and make necessary repairs.
- During the second, in 2020, a LeafGuard worker laid a bead of caulk to the eaves that didn’t stop the leaking.
- The third in 2021 wasn’t the charm. Workers told them the eaves should have been installed farther under the shingles, but they didn’t have the aluminum tape needed to do that. And they didn’t return with it, either.
- The fourth visit, in 2022, produced another unfulfilled promise to return and make necessary repairs.
- And in 2023, the Molles were again told the edging of the eaves should have been installed farther under the shingles. A foreman said he would return to correct the problem; he didn’t.
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The Molles said they called again in the fall of last year to see about a sixth visit, but were informed “it now is our responsibility to have the dripping fixed and it would cost us $740. This is the first time that it was ever mentioned that the cost was NOW our responsibility.
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“We have evidence of the leakage on fascia and soffit, driveway concrete and patio porch pavers,” the couple continued. “We have evidence from pictures and video of the water running behind the eaves. So we are seeking a fair resolution of this problem. We do not believe $740 should be our responsibility.”
SOS was convinced enough to call Arlington-based Larson Home Services, which until Dec. 31, 2021, had been the local LeafGuard dealer, according to a letter from the company to the Molles that the Molles shared with SOS. Tiffany Mitchell answered the phone and said she’d be happy to give the Molles’ problem a look.
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A March 19 follow-up email to her and several addresses associated with LeafGuard and its corporate parent, Englert Inc., laying out the Molles’ case did not garner an answer, however. So on April 1, SOS emailed again.
To date, LeafGuard has not responded, although according to the letter the Molles received, it was supposed to be the contact for any further “service issues” with its product.
That left Mitchell and her employer, and in an email to SOS on April 2, she apologized for the “delayed response” and said service manager Ryan was reaching out to the Molles.
That happened on April 5, the Molles told SOS in an email, when Ryan visited their home and “was quite thorough with his inspection” and “could see all the dripping and the beginning of damage to the fascia and soffit.
“He agreed that work needs to be done,” they said, and “assured us that we were going to receive workers.”
On Tuesday, the company sent “gutter guys” Tyler and Ben to the Molles’ home and “they completely replaced all of the flashing on the eaves!” the couple informed SOS on Wednesday.
“After seven years of concern every time we had a storm, we are now looking forward to rain this week,” they said. “Tyler and Ben were everything you would hope for in representatives of a company!”
SOS helps get companies to honor their warranties
Companies like to tout the warranties they offer on their products. They don't always rush to fulfill warranty claims.
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What followed was a series of broken promises to fulfill the warranty and then silence — which Rolff later found out was because the store had gone out of business.
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A repeat call to Afloia on Wednesday resulted in garbled and incomprehensible noises that were similar to what the recipient of a derriere dial might expect.
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"OK … you win," Peterson responded. "This is very frustrating and clearly more than what a reasonable person would expect to file a warranty claim."
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"Each time the technician has cancelled the appointment after delaying multiple times, then sending a text notification of cancellation," according to the couple's Sept. 27 email.
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Arrangements were made to have the dishwasher delivered on Tuesday, which it was.
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"I increased the amount and gave two very fair suggestions on replacements that would be fully covered," Shoulders said.
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Luckily, he had a warranty on the TV. Not so luckily, his efforts to activate it were proving unsuccessful.
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As he recalled, the water heater had cost him about $800, "so this is a considerable amount to lose."
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"I thought to myself, 'How do they know it's physically damaged? They haven't even looked at it yet,'" he said.
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"I am waiting to here from them as to sending me a $2.215.49 refund on the TV we paid $2,900 for in August of 2021. Better than nothing!"
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"The way I look at it, I'm still alive, so the lifetime warranty is still in place," Zeman said.
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