Complaints

This profile includes complaints for Lifestyle Home Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lifestyle Home Products

  3 - 232 Fairall St Ajax, ON L1S 1R6

  
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  Lifestyle Home Products

  944 Crawford Dr Peterborough, ON K9J 3X2

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:02/01/2024

  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.

  First off the material from the company is fantastic but everything else about the company is a disaster. The company does not start their work on time. Then throughout the whole process they come up with excuses why something does not get done. The workers show up late, leave early several days during building which makes the time for completion to be extended. The company they hire to put in the braces for the deck are not careful to the clients property. They ruined our grass and don’t intend on doing anything. The people that send the materials to the house don’t seem to realize that you don’t drive a huge truck on someone’s new driveway. I would have to say that this company is only in operation to make money. They don’t care about the clients at all. We were promised that our 3 season sunroom would be done in 7 days from start to finish. They were suppose to start on October 10 but did not start until the next day. It is now 2 days before Christmas and they finally are finished everything. However I am still waiting on an answer about our driveway as before they started we had a brand new driveway put in and the company damaged it when the worker backed up his truck to hook up to the trailer. They already told us they would not repair it but I finally asked for 200.00 for a kit and we would fix it ourselves. I still don’t have an answer. With this company you have to argue with them for every little thing. I still owe them 5232. 00 which I am holding to get an answer on the driveway and a copy of both the electrician and building inspectors report. This company should not be in business with the staff they have. Like I said they do not care about the client. **** **** **** ** *** *** ***** ****** **** **** *** **** ** ***** ***** **** **** **** ******* **** **** *** *** *** ******* *** *** ** *** **** **** **. They put us through so much stress from start to finish it wasn’t funny.

  Business Response

  Date: 08/01/2024

  Hi there, 

  I would like to start by saying sorry that you are upset and frustrated with our communication and the process. We are a company built on referrals and take these matters seriously. We are aware of the issues stated with your project and understand the concern of being delayed by one day to start the project. We do not start other projects until we finish other projects. Delays and deficiencies do happen. We want to make you aware that we offered to provide grass seed to the lawn that was disturbed by ****** ****. We also wished to offer you the $200 off due to the concern with the newly paved driveway. This was to be communicated to you before the break. I would like to offer the balance of your sunroom project be adjusted to $5000.00 even. Sorry for any inconvenience that was caused during the install. We are glad to hear you are happy with the product. 

  Thanks,

  Evan D.

  Sunroom Operations.

  Customer Answer

  Date: 08/01/2024

  
  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 to a certain extent. I think with all the stress and delays they caused us concidering they promised to have the sunroom completed within 7 days the company should have said the amount you owe us is considered paid. But I knew they would not do this. I have enough stress and **** from this company and I just want everything over with. However I am waiting the building inspectors report and the electrician inspectors report before I pay the balance of 5000.00 dollars. These reports will be sent to my insurance company so they will have the documentation on file to add the sunroom to my insurance. Once I get this I will send Lifestyle a cheque.
  
  Sincerely,
  
  ** ******

  Customer Answer

  Date: 01/02/2024

  
  This is a message further to complaint #********. I had asked Lifestyle for the final reports from the representatives for the electricity and the building completion and inspection. I received the inspection report for the electricity within 2 days which was fantastic. I still have not received the building inspectors report and it is the end of January. This whole mess with this company has been going on since October. The 3 season sunroom was to be completed in 6 days. Basically it is still going on because I have not received the last report and therefore cannot get insurance on the structure. The stress and problems this company has put us through is beyond anything I have ever seen. I agreed to a minor refund of $500. However now that I have to wait again and anything could happen without insurance I want the final payment of 5000.00 cancelled as protection. You can read all the problems I have had with this company and it is time that someone teaches this company a lesson that when they promise something that as a company their word should mean something. Enough is enough. I am totally stressed and unsatisfied. Thank you ***

  Business Response

  Date: 20/02/2024

  Once again we are sorry for the delays and frustration. We had to push the building department to close out the permit. Everything is now closed off by our engineering department and the city. This does often take longer then we would like however is out of our control at times. We are sincerely sorry for the delays and frustration you have experienced. We will work on this for the future and hope we can serve you better down the road should you need any service when your balance is paid in full.

   

  Thanks,

  Lifestyle Sunroom Operations. 

  Customer Answer

  Date: 20/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: The company has not replied to my request for the balance not to be paid due to the fact that I cannot get insurance on my sunroom because I have still not received the final building inspectors report from the company Lifestyle. Again you are making excuses for the delays. This sunroom was to be completed within 6 days from start to finish. It was only completed 1 week before Christmas. I have been more than patient in waiting for the work to be completed. I know you offered 1 bag of grass seed to repair the damage done to our grass but how do you expect me to put it down without earth which is why I said forget it. I also paid $6500. To have my driveway dug up completely and a brand new driveway put down only for your employee to do damage. Even though I saw it happen you choose to believe your worker over me and refused to do anything until I went to the Better Business Bureau and then you offered me $500. Which was to cover grass and the driveway. It seems to me that if you put yourself in my place and hired a company to do work for you and all these things happened to you, you would be more than a little upset. Besides if you were a great company you would be more than happy to take a loss of $5325. To keep a good reputation and put the customer ahead of your greed for money above all else. You also told us you don’t hire out and everything done was done by Lifestyle employees which is also not true. You stated in your responce that you hope you can help us further if we need you. Do you honestly think I will deal with you again. You are one of the worst companies I  have ever done business with and according to other complaints I guess I am not the the only one
  
  Sincerely,
  
  ** ******

  Business Response

  Date: 23/02/2024

  Good afternoon,
  
  An email from your project manager, *******, was sent to the customer on Wed, February 14th confirming that the permit had been closed out and the Building Inspection Report was attached for the cutomer's records.  We have forwarded a copy of the previously sent email again today. We would encourage the customer to check their spam and junk mail folders should they not find the email in their inbox.   Final payment instructions have also been included in the email.
  
  On behalf of our entire team, we would like to apologize for failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our customers in the future.
  
  Best wishes,
  Lifestyle Sunrooms Operations Team

  Customer Answer

  Date: 27/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not get the e mail that ******* said she sent and I told her this. She then forwarded the e mail again with the building inspectors report which I now have. Have communicated with ******* informing her that I have now spoken with my insurance and am waiting for their answer. Today February 27 I forwarded a new message to ******* telling her I now have insurance and that I would be sending them the balance of the contract by the end of the week. In hind sight, this is one of the worse companies for **** and excuses to try and get way with what they want. I could go on and on but I will end in this. If you don’t want the kind of head aches that we had and you want a job to go smoothly then please do not hire this company because you will be sorry. They should have reduced my bill even more for what they put us through but that didn’t happen. The only thing I am happy with is the fact that I no longer have to deal with them anymore. This case should now be closed and I thank the better business bureau for all their help.

   

   

  
  
  Sincerely,
  
  ** ******

• Initial Complaint

  Date:24/04/2023

  Type:Customer Service 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’m still waiting for this company to return my emails and calls about a repair. I’m very disappointed in the follow up from a manager who promised to call me back and has not! I’ve been patiently waiting for over 2 months for a follow up call. After attempting to contact lifestyle manager multiple times and getting “I’ll get back to you”it gets frustrating. My sunroom was installed approximately 6 years years ago (1 years past warranty). The sliding door was not working properly so I called to have it repaired. I was asked to pay a $250.00 service fee which was acceptable. When the service men came to inspect the job, they said the door was not installed correctly which would cause problems. They said I should not be charged $250.00 for a service call since the door was missing parts that should have been included in the install of a sliding door to work properly. I rarely use my sliding door so I didn’t noticed the issue until 2022 when I started using the door more now that my deck is built. I was happy to pay the service fee but once the workers showed me the parts that were missing and said “I should not be charge”, I was not satisfied paying and requested a reimbursement. I asked for my $250.00 service fee back and was told by customer that a manager would get back to me. The manager called me to discuss it with me but said he needs to talk to his manager. He called me and said he cannot compensate me. I asked why and he said he would get back to me. I have been calling and emailing and he is saying it was still a service call. If the company failed to install the door properly which could cause the damage, once it’s damaged why should I have to pay for the service call? The company’s installer or service repair men confirmed “I should not be billed”. The repair men fixed the door but I’m still have not received $250 back. I paid $40,000 for my sunroom and I’ll I’m asking for is to reimburse me the service call fee. The service workers said they would leave a service note about me not paying for the service call. I’m still waiting for a resolution.

  Business Response

  Date: 28/04/2023

  Dear ********,
  
  Thank you for bringing this matter to our attention and speaking with us this morning. We are sorry for any inconvenience that you have experienced. As discussed, we have taken the necessary steps to resolve this billing issue as quickly as possible.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,

  Lifestyle Home Products

  Customer Answer

  Date: 28/04/2023

  
  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

  Date:17/04/2023

  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.

  I bought new windows for my home, 4 in total which is the whole home for me and was told they were guaranteed. One of the windows has a big, clean crack coming from the frame and goes up the middle to almost the top. The window was manufactured at the Peterborough Lifestlye site. When I called to get the pane replaced because they are new and guaranteed, they said they don't cover glass and now won't return any calls. I was not told this when I was getting quotes, installation or final payments. You are not backing the most important part or your product, which you manufactured. I cannot find any contact information to speak someone higher up other than your standard quote/booking line and they won't return any calls once I leave my message for the day. I want an owner to contact me but it is impossible to get any information to contact any of the owners,

  Business Response

  Date: 17/04/2023

  Dear *****,
  
  Thank you for bringing this matter to our attention and taking to time speak with me this afternoon. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  Lifestyle Home Products

• Initial Complaint

  Date:23/03/2023

  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.

  Working with Lifestyle Home Products for the installation of our windows and doors has been one of the worst choices I have ever made when renovating a home. My wife and I relied on the longevity of the company and the many positive online reviews when we chose to work with them, despite their prices being much higher than any of their competitors that quoted the job because we wanted the process to be as stress free as possible. At this point I don't think we could have made a worse decision. Full disclosure, some of our problems have since been fixed by Lifestyle's installers (after we brought them to their attention, demanded that they be fixed and had installers back more times than I care to count) and some are still ongoing 8 months after the first installer came to our house. We have had 3 separate leaks that we believe are from the windows. One was confirmed to be caused by the install (and may or may not be resolved) and two appear to be ongoing but Lifestyle believes they aren't the cause despite them being exactly where the windows were replaced. We still have damaged siding that can't be repaired and have had multiple repairs to drywall and flooring that needed to be done after installs. All around the workmanship has been incredibly sloppy and required multiple repairs and replacement by the installers as well as myself. We've had another window installer in to review the work and he assured us that the windows are still installed incorrectly and are likely not water tight. Lifestyle's installers not only performed subpar work that didn't conform to the building code, they also actively covered up their mistakes and lied to us about them. All of this has been brought to Lifestyles attention multiple times and now after more than two weeks of waiting, we still haven't heard back. We are expecting another baby in August and haven't been able to get our home finished and suitable for our family after 8 months of waiting.

  Business Response

  Date: 23/03/2023

  Hi ******, I'm sorry to hear about your negative experience with Lifestyle Home Products. It's understandable that you had high expectations given our reputation, unfortunately, it seems that your experience didn't meet those expectations. The issues with the installation, and ongoing leaks must have been frustrating and stressful for you and your family, especially with a new baby on the way.
  
  It's encouraging to hear that some of the problems have been addressed by Lifestyle's installers, and service department, but it's concerning that others are still ongoing. It's also disappointing to hear you feel our customer service hasn't been responsive to your concerns. 
  
  The photos that are attached are from the first installation which did have many issues. Our customer service team immediately began assisting you as this is not our typical work, and we want to make sure all of our clients have a positive experience with us. We have since been back to your home to fix these issues for you, and as stated in one of your comments below- those issues were fixed. 
  
  We have taken note of your feedback, and we have been actively taking steps to improve our services and customer support for our future clients. In the meantime, I hope that we are able to find a resolution to the remaining issues with your windows, and that you are able to enjoy your newly renovated home with your growing family.

• Initial Complaint

  Date:08/02/2023

  Type:Billing 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 was told by a product manager, (while workers were at my house) that I was welcome to keep the remaining 10% of the balance owing, (due to the challenges faced along the way, so I thought). Now I'm being told she had no authorization to suggest such a thing and that there will be no discount at all, the remaining 10% must be paid either in full or with payments. And, If she had said anything like that she only meant it until the project was completed, clearly you've misunderstood.

  Business Response

  Date: 12/02/2023

  The customer entered into an agreement between the company, Lifestyle Home Products, and themselves on May 10, 2022 to install a sunroom.  As per all of our sunroom contracts, the payment terms state "25% Deposit upon signing", "65% Day One progress payment when installation starts" and "10% Upon all work being completed - Funds to be given to your install team.".  The customer claims they were advised by their Senior Project Manager that they could keep the final 10% balance.  This is not the case.  The customer was advised that they could hold back the final 10%, in the amount of $5,200.00, until all work and inspections had been completed as per the signed contract.  Members of our team have tried to explain this on numerous occasions and that there must have been a misunderstanding. Members of our project management team, the senior project manager who was managing this job, our accounts receivable team, the Sunroom Operations Manager and the Director of Customer Care have spoke with the customer regarding their outstanding balance. Lifestyle has fullfilled it's contractual obligations and we're looking forward to the customer fulfilling theirs.  

  Customer Answer

  Date: 13/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: This company is not accepting any responsibility for the statement that I may keep the balance owing.  They want to stand firm on the fact that no one actually said that and that it is only myself that is wrong.  All of their conversations are recorded, so I am told.  I have asked for a copy of the conversation as my proof.  They refused, stating again regardless of that, you must pay your balance owing.  I am standing firm in the fact that whether the person was allowed to say it or not they did! 

  At this point I'd like BBB to ask or listen to the conversation I am referring to.  If I am wrong it should be very clear; and I'll pay the balance owing.  However, once this evidence is provided I expect the company to stand behind what was said and reduce my balance to 0.00.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 28/02/2023

  Dear ****** *** *******,
  
  We have taken appropriate actions at this time to bring this matter to a close. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  Lifestyle Home Products

  Customer Answer

  Date: 03/03/2023

  
  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

  Date:07/02/2023

  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.

  12/04/19 installation postponed over a year due to covid 19 lockdowns. Purchased 2 sets of patio doors. Both doors have leaked water, wind, and not closed properly since installation. Their techs have been out several times with many part replacements. Doors still leak. Damage to hardwood flooring tri. And substructure is present due to the ongoing leaks. Cost of doors $5950.00 The owner want me to sign a waiver and not take any responsibility and waive all warranty. I return they add another set of storm doors. The warranty for their doors are "weatherproof" the doors leak every rain fall. And continue to damage home. They have offered free storm doors if I waive all their liability. These issues need to be corrected. Before installation of storm doors as they are in direct relation to the doors damage and lack of weatherproofing.

  Business Response

  Date: 28/02/2023

  Dear ****,
  
  Thank you for bringing this matter to our attention. 
  
  While all operating products are considered weather resistant, under certain circumstances, even weather resistant products will be subject to water penetration.  No operating product is 100% rated against forced entry of water.  
  
  Due to the exposure of these doors (an open field that allows wind driven rain to be forced against the garden doors) they will, on occasion, allow a small amount of water to be forced past the weather seals.  This is not a fault in the product.  In order to prevent this we have offered to install storm doors over the garden doors to act as a second layer of protection against the wind driven rains.
  
  We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible and a member of our customer care team will be reaching out today to schedule a senior technician to come out to assess the current condition of the door and work area.  
  
  Sincerely,
  Lifestyle Home Products

  Customer Answer

  Date: 04/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As you warranty states "weatherproof" not weather resistant.

  Legal meaning of weatherproof is as follows ": able to withstand exposure to weather without damage or loss of function."

  As the product has filed to succeed the warranty description. I will be accepting your installation of the 2 sets of storm doors. I will also need the damage repaired to existing materials as well.

  Sincerely,
  
  **** ****

  Business Response

  Date: 23/03/2023

  Good morning ****,

  Thank you for your continued patient as we work on a game plan for resolution. We appreciate you bringing this matter to our attention and we are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.

  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  Lifestyle Home Products

• Initial Complaint

  Date:02/11/2022

  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.

  Dec27th,contract. Tues May 17th Text- Site check in next week start May 25th Start digging.Electrical site approval.Wed Aug 10th return digging. Electrician to do electrical set up. Aug 25th. Backyard is littered with debri. Mid July i notice mice/chewing in the attic, get it assessed. Sunroom to be built on left side of house, not used so i didnt notice.They discover large holes have been dug under the house where it has been left dug up around the sunroom area.Upon inspection there are new rats nests found in the crawl space under house.Recommend to block attic and crawl space completely around the house as seems a large infestation there is no benefit to blocking one side. Delay attic and crawl space insulation due to rats.I am informed August 31st it will be end of October for install.Sept 1, complain about timeline, mess in backyard,lack of updates also delays in projects due to not having a proper timeline.I am informed October 15th install in phone call. Upon having rats and mice enter my home several times. I send an email October 5th detailing the problems and requesting it be forwarded to Mgmt etc as i would like re-imbursement for my costs. Tammy Currell asks for photos and emails October 11th for someone to come out and see the property, on October 13th. Original cement pad contact Brad Whitley arrives Oct.13th. He does a walk around. Informs me perhaps some responsibility for the part they dug up but not the entire Animal control costs,nor the crawlspace holes that had to be filled from underneath. Felt dismissive,casual,not overly concerned. Not thrilled with the meeting nor felt at all heard. He asks me to send him the receipts for the work done. Also mentioning hed have preferred i contact him not the office.I contact Oct19th for follow up. Brad meeting Oct 20th to discuss with office.Resend info with receipts and complaint to T.Currell. Request updates Oct 26th, Oct 29th and Oct30th. No response. Delayed install to Nov 1. No updates.

  Business Response

  Date: 07/11/2022

  Dear ***** ******,
  
  The contract for your project was signed December 2021. The building permit was approved on April 5th, 2022. We had to wait until the ground thawed to begin the concrete portion of the project. We began excavations on your project May 25th. Upon completion of the concrete portion, we then needed to get final measurements so that we could move forward with ordering the components of the sunroom. Due to unforeseen global supply chain issues that have occurred there were some delays on the production side of the project. We received a ready date of October 20th from manufacturing and called to loosely book the install. The install date was moved out due to delays with the installer on the previous job site that he was on before starting yours. We have to finish a job before we move on to the next, Installers are there installing now. Delays that are mentioned upon booking the install are due to weather, permitting, unforeseen emergencies etc. Due to your home not having a conventional foundation with footings and frost walls we had to relay back to our engineering team to come up with new plans which took more time costing more money to the company that we did not charge for.  We expect to complete your sunroom portion of the project by the end of this week. The final step of the project is a small concrete pad on the exterior of the sunroom once the permit is finalized and closed out. As far as critters and insulation to your house goes. With the house being built on grade beams and having a crawl space this leaves many areas where critters can get in. In fact, there are traps all over the house for critters on the roof, walls etc. where we have not touched. ****** *** ******** ********* 

  Customer Answer

  Date: 14/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: The response is inaccurate and takes no responsibility.

  The crawlspace was cleaned in March but the insulation had to be delayed to rodent nests upon arrival for job in August.

  The mess left , turned up yard, patio stones, mud and debris left on the site the entire summer. Lack of contact and having to chase and follow up for cleanup and updates extremely unprofessional. The lack of concern or support for customers is blatant.

  Due to the lack of monitoring and time left undone plus delays by Lifestyles the holes were larger and more were created. As shown in pictures there was the attempt to block and provide exits for animals. In crawlspace tunnels were created. The attached crawlspace bill was to highlight holes filled that were necessary to be filled as caused by animals. Not originally there in March when it was cleaned out. Several projects have been delayed and incomplete due to not knowing dates or schedule. Excuses for finishing other projects is moot, as no one updated or kept in any kind of contact, or checked on job.

   ******** letter underscores the need to protect the whole house when there begins an infestation as rodents spread through walls and whole house. Would not make sense to protect one side, so allowing them in on the construction side created a large problem throughout the entire house. Which needed attended to. This was pointed out during site visit with **** ******* that the whole house needed treatment although his visit lacked focus and perhaps wasn't understood. 

   We have not had any kind of rodent problem prior to this. I am dealing with rodents entering my home, health and safety concerns are still ongoing. My stress level is high creating an environment indoors that is clean and protected. 

  The date is now November 14th, shingles delivered but there has been no update since Nov 9th as to when completion will be scheduled. Churned up yard now freezing up. 

  The excitement of the project planning  is gone, is closing on one year. Poor poor, customer service and attention to detail plus damage to my home and interior infestation is great stress added ***** **** ********** *** ******** ********

  Sincerely,

  
  ***** ******

  Business Response

  Date: 22/11/2022

  Dear ***** ******,

  We are working with you to set up a time for our Operations and General Sales Manager to visit your site with you and your son ****. The included pictures show entry points around the entire home where rodents have been able to access the home. We had to work with our engineers multiple times on the concrete foundation and pad due to the non existent and unfamiliar foundation of the home. Where we put our sunroom does not amount for the entire existing house being able to be accessed by rodents.

  We have finished the sunroom portion of the project at your house. Ice and water, valley flashing and shingles were applied to the framed gable saddle. Everything with the exception of the exterior concrete pad is completed to our scope of work. We can finish this concrete pad in a timely manner and fix any yard grading that we have stirred up during the construction process. 
  

  We are sorry for the unforeseen product delays and material shortages that we have been experiencing and continue to experience. We do our best with what information we are given on product arrivals and delays.

  Customer Answer

  Date: 07/12/2022

  
  Complaint: ********

  I am rejecting this response because:
  Following up after our meeting .
   With regards to progress the downspouts are fitted and the majority of the garden where needed was top soiled on Dec 1st.
  The cement guys came back Dec 1st, 3rd and 5th today to complete. They were unable to complete soil around the cement pad as it seems to be frozen, so it is left undone. 
  I do have a question as to why the corner seems to have been left broken  on the pad. It was not mentioned today when they left . Also the unpatched areas on the wall, where the grill is added to keep out the rodents is a concern considering the hosing they needed to do to rinse the pad and water going in there, they might have asked or offered a patch?  Neither were mentioned upon leaving today. 
   Tomorrow Dec 6th the electrical is to be completed I hope. I have not heard from ***** regarding the additional shingles
  At this point the completion will be a relief at best. 
  So as  mentioned the plan was to get things completed. 
  Email has been received and we will see if these are completed correctly December 9th.
  I am still dealing with rodents ongoing on a daily basis,inside my home, this is not a solved problem. It has disrupted my home life on an extremely stressful and upsetting level. We have not touched on a resolution to my expensive outgoing costs for dealing with this, in an attempt to protect and clean my home of them. As detailed in all of my previous emails this began when holes were neglected and left wide open. I would like to move forward with discussion on this.
  Please see attached mentioned concerns.  Looking to follow up with the remaining problem. 
  
  Thankyou
  Sincerely,

  ***** ******

  Business Response

  Date: 12/12/2022

  Dear ***** ******,
  
  After our site meeting with you on November 25th. I made you aware that I would get you dates by the following Monday November 28th by 11am. I followed through with this and had made you aware that the concrete pad and topsoil as well as putting downpipes back on your house would begin on November 30th. November 30th was rainy all day and our installers showed up to complete topsoil and placement of downpipes. They returned on December 1st to pour the concrete pad and again on December 2nd to strip the pad. I was made aware that a corner had broken off on the pad when they stripped the forms. They returned Friday December 9th to fix the corner of the pad with either of the two solutions that you chose that I sent you in an email earlier this week. They were also going to finish the bags of topsoil around the pad which you advised them not to do from my understanding. I also offered in the email earlier this week that we can add aluminum flashing to cover what is left of the hole from excavations which was also placed on December 9th. We have now completed the scope of work on your project. 
  
  Myself as well as the Customer Care Operations Manager have reviewed your invoice from ********* ****** Wildlife Control and made a phone call to the service technician ***** ****** on December 8th to ask what portion of the invoice we are responsible for. He made us aware that we would be responsible for two line items. 1. Screen Entry Area(s) One way door installation $160.00. 2. Apply ********* Exclusion Sealant $1987.20. We are in agreement that we are willing to deduct these amounts plus HST off of your final bill. Chris also made us aware that they have a lifetime guarantee on their workmanship and materials and stated they had a salesman out on November 22nd and a service on November 23rd.
  
  We will deduct 1987.20+160*13% = $2426.34 off of your bill owing $8,959.76. Your new total is $6,533.42.
  
  Once all work is completed and the final balance is paid we can provide you with a new contract and price for the roof to be plywooded over and shingles over the whole span as per your request.
  
  Sincerely,
  Evan D.
  Sunroom Operations Manager 
  1-************ Ext. ***
  ******@***********.ca

  Customer Answer

  Date: 12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have received your response from BB. 
  I am in agreement with the job being completed and at this point all seems well. Since I have not received anything about the shingles I am not aware of the cost. At this point any additional outlay would not be satisfactory. 
    Within your response is a specific cost of some of the work done from *********. But excludes a great deal of other work to seal the house, and prevent entry. It also includes exclusion, fascia screening, and more. This was part of the work done.
  The cementing and filling of holes was also done by another company.
  You also severely neglected to address the lack of communication, the follow up I had to do constantly which disrupted planning and destroyed my backyard for the summer.   What must be mentioned is the stress of dealing with rodents, mental and health struggles with having to deal with disgusting  rodents in my home, running around destroying  and chewing most nights.

  As a side note. ********* has added an in home program to assist that you didn't mention. They are in weekly catching rodents. So it is still an ongoing challenge 

   The number you offered is not satisfactory for me at this point after my outlay, and stress levels for months on end.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 22/12/2022

  Dear ***** ******,

  I have received your feedback. Good to know that your job is now to full completion. With regards to the invoice from ********* ****** Wildlife Control in speaking to ***** ****** the lead installer he mentioned that we could be responsible for only the two following line items:

  Screen Entry Area One Way Door Installation at $160.00

  Apply ********* Exclusion Sealant at 1987.20

  The remainder of the following line items would not be associated with our scope of work that was completed on your project:

  Fascia Screening 

  Perform Exclusion Procedures

  Deodorize Access and Den Site Area

  Seal all Utilities

  Seal Valley Top and Bottom

  Seal all Fascia Corners

  Seal Garage Interior

  Seal Chimney/Chimney Flashing 

  Screen Roof Vent 

  Wall Vent

  Remove One Way Door and Final Inspection

  As stated I have removed the $2426.34 off of your final balance remaining bringing a new total of $6533.42. We are looking to collect this final balance and bring your job and account to a close. Once again we are sorry for any frustrations that were created during the duration of your project. We are aware that there was challenges with product which was out of Lifestyles control due to the global supply chain issues. We realize that your backyard was a construction zone as is what comes with having a sunroom addition. Our scope of work is fully completed at this point in time and we are truly sorry for the stress that was created. 

  Sincerely, 

  Evan D.

  Sunroom Operations Manager

  Customer Answer

  Date: 24/12/2022

  
  Complaint: ********
  
  I am rejecting this response because

   although part of the ********* work is offered to cover, all should be included but several parts that should definetly be included .

  Performing the exclusion procedure is the labour cost and would need to be included. $599.

  Remove one way door and final inspection.                                                                      $180.

  As mentioned, apply exclusion sealant.    $1987.20

  Remove one way door/final inspection     $180.

  Plus taxes.

   Lifestyles is seemingly only looking to offer the minimum on a disruptive, destructive invasion of my home. Encouraged by large holes that were in no way, checked, monitored. That when rodents invade an area they are in fact in the entire home. Which they were. Attic, inside house, destroying insulation below and above, destroying inside walls and invading personal spaces, living areas, and furniture. With little concern for personal stress.

  The correct follow through would be coverage of the entire home , a committed company taking care of a customer would be concerned at that level. Lifestyles offers a bare minimum.

  The entire ********* company has been extremely committed and concerned about this and is still at this point doing work over and above the detailed here. 

  I am extremely disappointed and definetly would not recommend the company.

  Sincerely,

  
  ***** ******

  Business Response

  Date: 23/01/2023

  As mentioned by ***** ****** from ********* he made us aware of the line items on the invoice that we could be responsible for. We agreed to cover this portion of the invoice which was further mentioned in previous complaint responses. We still stand at covering that portion of the invoice as we have not been made aware of having any other line items by ********* that we could be responsible for. The final balance owing that we are looking to collect is $6533.42

• Initial Complaint

  Date:14/10/2022

  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.

  I paid 5923.10 before tax for our front door. Wrong door was installed. The door that is installed is damaged. Company wants to just fix it, we want it replaced completely. We also have a screen for our patio door that still hasn't been replaced. This company has taken payment and full and cannot give me a reschedule date. They keep making excuses and blame 'production issues'. Owner will not discount my door and will not give a date for it to be fixed properly. We paid them in April and still have zero resolution. We want a discount or refund.

  Business Response

  Date: 20/10/2022

  Jessie, our apologies for any inconveniences caused. We pride ourselves on providing homeowners with the best experience possible and we clearly fell short in trying to navigate around the longer than usual lead times within the industry.  As discussed previously, we've scheduled your service for November 21st and refunded 10% of your overall payment until the service has been completed.