ComplaintsforLifetime Solutions, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The purchase of water filters was made on 06/17/2024 for a value of *****. dls. financed by payments so far I have not paid anything. The problem is the filters are not delivering the quality of drinking water as the seller promised me and the water does not look clear and tastes ugly to drink. I talked to them to tell them what happened and I told them that I felt disappointed with those filters that they had. They don't work in my house. I spoke with the manager of lifetime solutions and I told her I don't want to buy the filters because the water is not suitable for drinking and she told me it's too late, you had 3 days to cancel and I told her at no time did they tell me that aside, it's been a month and the water You can't drink it, it tastes ugly and he told me if we remove them you will pay almost the same price and I replied that it is not my problem that your filters do not work as the vendor said, apart from that the vendor put in the credit application that he earned 6000 dollars. per month for him to rate me is a lie I earn 2800 per month I never wonder how much I earned per month. I talked to the financial company and explained that I was not going to buy the filters and I told them why they told me we are going to put notes about the problem in your account until it is resolved. Today they have not answered three text messages that I sent them. The last time I spoke with the manager she told me let's see how much the costs are for removing the filters and you are going to pay for that, I answered that I am not going to pay you anything because I am not I'm canceling out of regret, I'm canceling because the water tastes bad to drink and in the end we're buying bottles of water, they'll call me the next day and today it's been 5 days and they haven't called me or answered the messages. Please help me, I don't want to buy those water filters that we are not using, thank you.

  

  Business response

  07/29/2024

  We remmoved the equipment on Friday July 26 and gave the customer a full refund.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 6th we have Lifetime Solutions come out to go over our project and what would need to be done. The worker at the time suggested to put the system in the garage and because our water inline was on the opposite side of the house that they would have to trench through our decomposed granite (DG). I asked him if he would be able to repair and replace it and he assured me he could, so I agreed to the project plan.July 11th work started. Once the system was in and they were filling in the trench with a mix of our DG and soil, they came to the door and asked for the company who did our *********************** so they could get in contact with them to repair their mess.July 18th, 2 more workers from Lifetime stopped by to replace the DG. They were making it worse and told to stop and that it's requested that they have our landscape company come and redo it.August 8th I got a call from Lifetime's reception saying that JNR, the company who did our landscaping, did not offer a reasonable price to repair what they damaged. They offered to have a company they have worked with to come do the repairs. I declined as the DG color is custom, I trust the work from our company who originally did it, and because their worker told me in the beginning he would be able to fix it, which he could not.Despite being told I would be called back the following day when all the managers were present to have a meeting, I was and still have no received a call back from them.We want them to have the company who did the DG job to come to redo what lifetime couldn't fix. Pictures will show what the DG should look like and the part they filled.

  

  Business response

  08/21/2023

  Hi *********,

  According to our Quality Control team, all documents have been signed agreeing to allow your personal landscapers to take care of all the work with your decomposed granite.  Per the conversation on 8/16/23 it will take your landscapers about 3 to 5 weeks to complete the work, but that you're already aware of the time frame.  We are grateful for the opportunity to make things right!

  Customer response

  08/28/2023

   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.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/26-2023 I had Lifetime solutions service my Reverse osmosis system. They replaced the holding tank and the filters. A day or so went by and I discovered the holding tank leaking, I immediately notified lifetime solutions and they sent a tech out to repair the water leak. A few days later their "contractor" contacts me to repair the water damage. He comes out and assessed the damage then send his guys out to do the repair a few days later. they replace the shelving in my kitchen cabinet with 1/4 cheep plywood and peel the top layer off the damaged drywall then paint everything. they even make a bogus claim about a dishwasher line leaking, I just inspected the cabinet that morning before his guys got there, no leaks period just the water damage from the ro system leak. I inspect the repair later and call a licensed water remediation company to do a second opinion. everything is still soaking wet they recommend I remove everything water logged. I reach out to lifetime solutions and get verbal ok to start remediation from lifetime solutions . Superior does the water remediation the beginning of May. I inquire in the meantime about their preferred contractor ******* property preservation and find out he is unlicensed and is primarily a landscape company. He gives me the contact card of another contractor when pushed to provide his credentials. Lifetime opens an insurance claim with their carrier church mutual and i do not get any response from them until June when they let me know that they hired a third party adjuster to investigate. He does his investigation the carrier is still delaying paying the claim. I have reached out to lifetime solutions multiple times and they say there is nothing they can do as it is an insurance issue with an open claim. The last time I called the Controller was very rude and cold regarding my issue. It is now July I still don't have a kitchen and i have repair bills close to $40000 and loss of use of my kitchen.

  

  Business response

  07/07/2023

  ******************,
  
  We are aware of your situation and looking into each of these items.  As this has now been turned over to insurance for a resolution, we are waiting on their findings before any other steps are taken.  Its our desire for this to be resolved sooner than later and apologize for any inconvenience in the meantime.

  Respectfully,

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

  Lifetime Solutions, Inc.

  Customer response

  07/11/2023

   I am rejecting this response because: lifetime solutions is not taking full responsibility for the damages to my home. They have pawned it off as insurance and not been willing to do anything to speed up the process. 
  
  
  

  

  Business response

  07/31/2023

  It's our intention to come to an accurate resolution on this matter, and make things right, which is why it has been turned over to insurance.   

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/26/21 we received service from Lifetime Solutions, the service we were contracted to receive were water condition system, household filtration system, drinking water system, and salt potassium. We then called Lifetime Solutions to make an appointment to have our system service. On April 28, 2023, a Lifetime Solution tech came out and serviced our system. He immediately notice that our sink in the kitchen was hard water, meaning it wasn’t soft water. He then checked my bathrooms and notice of my the bathrooms, which is my kids bathroom was also hard water (sink). He then took me outside and told me unfortunately the soft water system wasn’t properly connected and that’s why the kitchen and one of the bathrooms were receiving the proper service. I was very upset especially because we’ve paid Lifetime Solutions approximately ~$4000 to receive a service that was not properly installed and being that it was my kids bathroom sink as well as the kitchen sink. Two main areas where my family uses often. I was told a tech would come and properly install the system, which took about five days. The second tech came out and confirm the system was installed incorrectly and proceeded on making sure the system was installed correctly. It’s been nightmare trying to get a hold of anyone to discuss reimbursement due to the fact we have been paying for a service that was not done correctly. We sign a contract which states the service we paid for and the contract has been broken due to failed installation. My husband as called numerous of times and each time he was told he would receive a call back and he never does. This is poor customer service and a solution is needed as soon as possible.

  

  Business response

  06/07/2023

  Dear Jasen and Michelle,
  
  I have been brought up to speed on the circumstances surrounding your investment.  It is always our aim to deliver a product and service that meets or exceeds our customers expectations; however, that’s not always the result.  In those events, we certainly strive to make things right.  When you purchased the water treatment system for your home, you invested in a product designed to deliver high quality water throughout your entire home.  That investment came along with the installation.  After discovering that the system was not properly installed, our team took all necessary measures to re-plumb your system at no charge for the trip, the parts, materials, or labor necessary to do so.  We absorbed all those expenses, as it was most certainly owed to you.  Along with that, our technician serviced all pieces of your equipment and changed all filters due at this time at no cost, as this too was owed to you.  Our quality control manager also offered 2 years of additional filter changes & service at no cost to you for having not discovered the error sooner, and she is still prepared to honor that offer should you choose to accept it.

  Customer response

  06/16/2023

   I am rejecting this response because: After discussing the offer in detail with my wife and doing
  some research we have decided to decline the 3 year warranty offer. We
  are still seeking compensation. This decision is based on the pricing
  and breakdown of the warranty, in the contract it reads that if your
  company cannot find exact part one can be used of similar. With this and
  the information provided with the installation I was able to find all
  parts as well as directions on how to change and install. This
  dramatically changes the needs and pricing of installer fees.
  
  
  

  

  Business response

  07/06/2023

  After much consideration we are standing behind our original offer.  The 3 years of service being offered as a gesture of goodwill covers more than just warrantied replacement parts.  It covers things like trip expenses, labor, and non-warranty items for all your maintenance needs.  Not only that, but RainSoft parts are proprietary, so there is a lot of value, whether you are capable of personal maintenance on your own system or not.  Should you choose to accept this offer, we will honor it, but if you choose not to accept it, please know that there will be no other monetary offer made. 
  
  Respectfully,

  J**** H*****

   

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 5-12-22 we had a water test scheduled at 7PM. I talked to supposedly a Home Depot employee on the phone for the free appointment. Unfortunately, we later realized it was not a home depot employee coming to our home he just carried a badge that reads Home Depot. Too late because ****** already was in our house which I felt it would be rude to kick him out. ****** carried with him a large suit case which he performed so many tests for exactly 3 hours. ****** convinced us that we were drinking cancerous/contaminated water and scared my wife and I and specially my 13 year old daughter whom ****** called over to get her concerned. As a husband and father I felt like getting this product should have be the best thing I can do specially that it will get installed next day (which didn't happened as promised). ****** quickly filled paperwork and dated and told us we could cancel within 30days which later we check and saw we had only 3days to cancel. The following day Friday 5/13/22 installation started but was not completed until the following week Wednesday 5/18/22. On Thursday 5/18/22, upon completion I realized a lot of issues to the installation so I started researching and found under cover videos/reviews of water scams and realized word for word how we were misled. I cancelled Monday 5/23/22 which was 3 business days after last installation date. I spoke with **** *****r one the whom spoke directly to the owner ***** ****** and said I needed to pay $2,495.95. I asked if I can pay less like ******* and they both said no. They picked up the entire product on 6/1/22 and received full cancellation payment they asked for. I had water test conducted at my home on 6/2/22 and results came back safe to drink water. This company should be audit in their tactics on how they conduct business. Not one sample of our water readings or anything concerning our water was left to us for review so we can do a before and after test. This undue influence, fraud should void contract.

  

  Business response

  06/24/2022

  Hi *******,

   

  First and foremost, I would like to apologize for not responding to your first two attempts at getting a response regarding Mr. J******** complaints.  This is the first notification that I am seeing; otherwise, we would have promptly responded to the first request.

   

  In response to his complaint, our company, Lifetime Solutions, we are an official Home Depot Service Provider since 2007 and have been hired by The Home Depot to represent them for water treatment sales. Our Service Provider vendor number within Home Depot is ********.  We work inside their stores wearing Home Depot aprons and the Home Depot badges that our employees display are issued by Home Depot.  We are under contract with Home Depot to use paperwork that has their name and logo on it, and any customer that we sell is solely a Home Depot customer.  In fact, everything about the free water test is and was a Home Depot promotion and included a Home Depot gift card for participating in the in-home water test whether or not a purchase was even made.  The technician (******) who went to the Home displayed his Home Depot badge, because he is an approved Home Depot representative and was representing The Home Depot and The Home Depot promotion for his time at Mr. J******** home.  We do let people know that we are Lifetime Solutions, the company that represents The Home Depot.

   

  ****** has been with our company for more than a year.  He goes into customers’ homes as many as 6 days per week and this is the first complaint, we’ve ever received about him.  ******, as all our reps, are required to memorize a very strict script that avoids health related claims of any nature, especially terms that have anything to do with cancer or contaminated water.  Our tests are designed to clearly show the difference between city water and RainSoft conditioned water; however, with this single complaint, we will be bringing ****** back into training to make sure he is clearly on our approved scripts.

   

  Regarding the cancellation period, he clearly signed everything that indicates he had a 3-day cancellation period, not a 30 day.  It clearly indicates how to get in contact with us, and had he cancelled within that time frame we would have honored the request. I've attached the signed contract which includes the cancellation sections.

   

  The installation was scheduled for the very next day (5/13), which was when they wanted it, so that he and his family could begin experiencing the benefits of RainSoft water as quickly as possible.  Unfortunately, because every installation is custom and the level of work required for the plumbing varies from house to house, we can never guarantee that an installation can be finished in the same day.  After checking our records, I see that we were able to schedule his second day of installation for 5/17 and did complete the installation work that day.  He not only had the 3-Day Rescission as specified in his paperwork, but he could also have cancelled anywhere through the 17^th because the project was not completed, yet he allowed us to come out 4 days later, finish the project, where we incurred all the expenses associated with the installation, and he signed a completion form stating he was satisfied.

   

  Most contracting companies will hold a customer to a contract once beyond the 3-Day Right of Rescission.  We try to be better than the industry standard and were willing to let him out of the $9,300 contract, if he would just be willing to pay our nonrecoverable expenses.  We have no desire to profit from someone who’s not going to be a satisfied customer.  Our nonrecoverable expenses were the $2,496 that Mr. J****** is referencing.

   

  Our product, the benefits associated, and the price point are certainly not a scam.  Lifetime Solutions, Inc. has a 4.7-Star rating on Google with more than 800 reviews from customers.  He mentions watching scam videos, which I highly doubt are our company, but clearly gave him buyer’s remorse.  Buyer’s remorse outside the cancellation period is not a valid reason to cancel.  Again, most companies would hold the customer responsible for the entire contract for buyer’s remorse.  We believe the offer we made to Mr. J****** was a very reasonable compromise.

   

  Please let me know if there's anything else you need from me or my team.

   

  Best Regards,

   

  ***** ******

  Vice President

  Lifetime Solutions, Inc.

  

  Business response

  06/29/2022

  In response to Mr. J******** rejection:

  
  

  Contracts exist to protect both sides of a large transaction. to ensure customers get what they pay for, and to protect businesses from being out of pocket on expenses when customers change their mind.

   

  We run appointments at night to accommodate customers needs.  We run appointments early in the morning and we run appointments late at night, based on what’s best for the customer’s personal schedule.  Many people work late, and that’s the only time husbands and wives are together.

   

  Our sales reps are encouraged to involve the entire family, as kids enjoy the experience and like tasting the different waters and get their hands washed.  Overwhelmingly, customers are appreciative that their children were allowed to participate in the demonstration.

   

  No one is expected to fill out their own agreement, nor sign a blank one.  It’s customary for a sales agent in any organization to fill out the forms, and for the customer to read it over and sign where needed if agreed upon.  As mentioned before, in our 32 years in business we have a very high customer satisfaction rate with tens of thousands of customers who are incredibly happy decades later with their RainSoft investment.  We have a very High Customer Satisfaction rating through The Home Depot responses and are the #1 Home Depot service provider in water treatment worldwide.  Those results are not achieved through “gimmicks”.

   

  As far as Financing options, Home Depot Credit is always the primary option.  There are times where customers don’t have good enough credit to qualify for a Home Depot Credit Card through Citibank.  There are also customers who have extremely good credit and have better financing options with lower interest rates.  When a customer chooses to finance their purchase, we strive to give them their best options.

   

  We don’t expect most customers to understand the enormous costs involved in doing contracting business in California.  The installed equipment certainly lost its value as Home Depot does not allow us to sell used equipment, nor does RainSoft transfer the Lifetime Warranty after the cards have been entered, when equipment is installed a second time to a new owner.  On top of that, there’s costs of labor, materials and parts that cannot be re-used, vehicle expenses, permits and processes that simply can’t be recouped. I do agree with Mr. J****** in that I wish those costs were not that high either, but they are certainly real. 

   

  This situation is unfortunate, and we want to do what’s right in every situation.  It was never our aim to see Mr. J****** spend money and not experience the benefits of his purchase, but at the same time, didn’t want him to feel he didn’t have a way out of his contract, so this was the only way for us to accommodate.  We have an obligation not only to our employees but also our existing customers to operate our business in a manner that will keep the doors open for years to come.

   

  Sincerely,

   

  ***** ******

  Lifetime Solutions, Inc.

  Customer response

  06/30/2022

   I am rejecting this response because:
  
  Clearly Mr. ****** can't spell my name. Great for Mr. ****** to have a business with a proprietary product "Rainsoft" they could only service and having access to Home Depot for sales. Can you just imagine getting calls from Lifetime Solutions Inc.? I would have hung up or done a bit of research before letting anyone in my home. Well, no time for that when they let you know they are calling from Home Depot. Mr. ****** has shown in his response that he has no understanding to what I'm getting at because it's how he runs his business.  Never did I say anything disrespectful in any part of this process and I paid the fee asked for cancellation. The person whom I dealt with **** *****r said product cannot be reuse but now Mr. ****** has said it can.  I just wanted a reasonable cancellation amount because of the misleading/installation experience. Regardless of any monies/cancellation discounts I'm asking for, I was still going to communicate to BBB.  As a business owner for over 15 years myself dealing with contracts and multi millions dollar equipment I can say I messed up. But I didn't mess up at work but instead in the comfort of my own home where I saw my 13-year-old daughters concern for her health during the 3-hour long presentation.  I face tough decisions every day at work but, I will admit I screwed up and signed the contract that Mr. ******'s sales rep filled out including dates after 10pm. The sales rep in his own words said 30days to cancel and sales rep also said that if I find their product or any product like theirs cheaper, I can cancel for a full refund within 30 days. Wow, that's sounds great but, apples and oranges made no sense when Lifetime Solutions are the only ones who can service this proprietary product. Just go online www.rainsoft.com/locate-dealer.com. What a sales pitch when most people at home have no idea of all the kinds of water contaminants. Pretty scary but comforting before signing the contract.  After we are done here, I'll be reaching out to Home Depot so I can better understand why they are set up to mislead homeowners. 

  
  

  
  

*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. ↩