ComplaintsforLifetime Home Remodeling

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased replacement windows and some of them would leak. When I called Lifetime concerning the issue, they stated that sometimes when it rains water will accumulate in track. During last rain, two windows leaked and sufficient water was able to spill over track and go to carpet. I want them to replace defective windows which they refuse.

  

  Business response

  06/12/2024

  We are scheduled on 6/18/24 at 11:00 am to ***** the windows, at the assessment we will determine what needs to be ordered or adjusted to prevent future issues. 

  Customer response

  07/11/2024

  I do not know if issues with windows from Life Time have been resolved. On the third attempt **** came out and did some modifications to windows but since we haven't had any rain, do not know if issues are resolved. I do have one complaint: Life time knew of design flaw in windows they sell and do not disclose flaws at time of sell. Good coverup. They knew window leaked water and drain holes can not rid windows of all the rain causing water to come into house on the rail system and if sufficient water exists will leak over and onto floors. They knew of this flaw but failed to let customers know as to prevent sell. Poor business practice and should not have a high rating with BBB.

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered 5 replacement windows and paid 50% down ($8350) on March 28. Four of the five windows were installed on May 9, at which time we paid an additional $6700, One window was broken during transit and thus not installed. We were promised, and our contract clearly states, that these would be windows with nail fins, and would involve stucco cutout and replacement. In fact, we talked in detail about the process with the salesman and measuring tech. The installed windows were instead simply fit into the opening without the benefit of a nail fin barrier and new stucco. Furthermore, four of the windows were to be picture windows with a relatively thin profiles and all of the same model. However, one window (as well as the broken window that was not installed) had a completely different and much wider profile (perhaps best described as brick molding) which was clearly not specified. All four picture windows were supposed to be the same style/profile (although different width/height dimensions).In addition, the salesman told us the windows would match our existing ones. They did not, as he ordered the wrong color. Unfortunately, we did not catch this, and the contract we agreed to had this improper color. We talked to the project manager, who agreed the wrong types of windows were installed (should have had nail fin windows with stucco cutout, and the picture windows consistent). We have been trying for the last two weeks to get Lifetime to provide us with a remedy, but they will not respond other to say "we're working on it." The remedy is not complicated - either refund us our money, or set up a new installation date for the contract-specified windows to be Installed (as well as the fifth window that has been paid for and not installed).Our first choice for a remedy would be a full refund. Our second (and less preferred) choice would be timely replacement with the proper windows.

  

  Business response

  05/29/2024

  We are scheduling our measure technician to return to the job site to reconfirm the windows and obtain a signed change order. The customer has previously signed a contract and a checklist confirming the original color selection. To ensure satisfaction, we will be changing the windows to the newly confirmed color and application method.
  
  Please note that Lifetime will not be responsible for any stucco repair should there be any damage to the windows during this process. Once all details are confirmed, we will proceed with re-ordering the product and reinstalling it according to the confirmed change order.
  

  Customer response

  05/29/2024

  Before we can accept or reject Lifetime's next step, we have a question that needs an answer.  Our salesman explained how ****** would be cut out and replaced with these replacement windows.  Our contract states the method of installation as "Stucco Cut Back - Full Frame Removal With Nail Fin."  Because of this stucco cut back method of installation with windows with a nail fin, we don't understand how Lifetime can say in their response to BBB that they will not be responsible for stucco damage.  This must be clarified or we would have to reject their proposed remedy.

  Customer response

  06/01/2024

   
  Complaint: 21762747
  
  I am rejecting this response because:

  1. The primary reason is Lifetime's statement that they will not be responsible for stucco repair.  This is very concerning.  The heart of our complaint, as clearly stated in the original post, is that the windows were not installed as promised.  As the attached contract clearly states, the installation method was to involve stucco cut-out and nail fins.  The windows we received did not have nail fins and no stucco was cut out.  (This undoubtedly is a less expensive install and not what we paid for.).  Furthermore, we had detailed discussions with the salesman about the quality of the nail fin (providing a better seal) and stucco cut-out, and were assured their stucco repair team was top-notch and would match the existing stucco with no issues.  Thus, the primary reason to request a refund or replacement installation is to get the type of windows and installation we paid for and agreed to.

  2.  As also stated in our original complaint and as depicted in the pictures in the attached contract, all four picture windows were supposed to look the same.  The contract also states "no brick mould."  For whatever reason, the bedroom windows do not have the picture window profile and style we ordered and don't match the basement picture windows.

  
  Sincerely,
  
  ******* And *************************

  

  Business response

  06/11/2024

  Our measure technician will be scheduling an appointment with you to review the desired resolution as proposed in your complaint.  At that time once color and installation method is confirmed he will have you sign a no cost change order and we will re-order the product. 

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this next step is satisfactory to me, as a means to move toward resolution.
  
  Sincerely,
  
  ******* And *************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifetime windows started our window project in July of 2023 and we were told it would take 3 weeks to complete the install of ********************* windows. The wrong size windows were ordered on several. A main window was broken on install. Two French doors were the wrong size and had to be reordered through Provia windows a doors. We still have one of the French doors that does not open without excessive force. The job started in July of 2023 and it is now mid-February of 2024. The company seems to experience a lot of turnover of employees which causes excessive issues. Our window project was ********** and we have withheld ******* until the door is fixed and they are being rather reluctant to fix their last remaining error. Go somewhere else if you want ****** Windows.

  

  Business response

  02/26/2024

  I apologize for the frustrations you've faced with Lifetime Windows. It's disheartening to hear about the various challenges you've encountered, including incorrect window sizes, broken installations, and ongoing issues with the French doors. Please know that it's never our intention to have such issues arise during projects.
  
  At Lifetime, we've been actively addressing the finishing punch list items to ensure your project is completed to your satisfaction. We've worked diligently to resolve these issues and have been in regular communication with you regarding the steps being taken. Rest assured, all products have been installed except for the service and warranty parts, and we are committed to providing you with updates until the project is fully completed.
  
  We understand the importance of delivering a high-quality finished product and appreciate your patience as we work towards resolving the remaining concerns.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Lifetime rep solicitation to my house was unprofessional and aggressive. ******* rang my doorbell 2 x , then knocked, trying to get my attention when he could clearly see through the window that I was sitting at my dining room table on a work video conference call. After these 3x interruptions, I walked to the door and after I told him it was clear I was not interested in answering my door and he could clearly see I was engaged, he rudely started in on his sales pitch. I told him I was not interested and he had interrupted my work. He made no effort to apologise and then tried to hand me a pamphlet. Stop door to door solicitation!

  

  Business response

  02/21/2024

  
  
  We apologize for the inconvenience and frustration caused by the recent visit of our Lifetime representative to your home. We take your feedback seriously and assure you that steps will be taken to address this matter promptly.
  
  Firstly, we deeply regret any disruption caused to your work video conference call.  We will reinforce our training protocols to ensure that our representatives respect the privacy and schedules of residents during their visits.
  
  Additionally, we understand and respect your request to cease door-to-door solicitation. We acknowledge the importance of being sensitive to the preferences of homeowners in our community. Therefore, we will review our marketing strategies and consider alternative methods that are less intrusive.
  
  Please accept our sincerest apologies for the unprofessional conduct of our representative. Your feedback is invaluable to us as we strive to improve our services and interactions with customers. If you have any further concerns or if there is anything else we can assist you with, please do not hesitate to contact us directly.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  
  Lifetime Customer Relations

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought our windows from this Company based in good faith that the Company was here in ***** to stay and that we were assured our purchase was covered by a lifetime warranty against flaws in materials and workmanship. When I contacted the business to report a problem with two of the larger windows, I was informed that they have closed their ***** operations but that I could still be assured of support via a third party Company and to expect a call from a third party to address our concerns. After three days have passed and I had not heard from anyone I reached back out to Lifetime Windows and Siding and was informed there was no one available to take my call and left a message to be called back but that has not happened and so here we are. What I expect is for them to either replace the windows with something of the proper quality or if there is some inherent issue with that size of window then to offer a suitable upgrade in quality.

  

  Business response

  12/05/2023

  Lifetime is partnering with a local company to complete and Service items.  Customer information was given to that company and should be hearing from hem directly

  Customer response

  12/07/2023

   
  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

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Large windows installed 4 years ago. One window lost it seal within a year, took the over 6 months to replace, that window was to big but was forced in, now the frame in bowed no seal around the glass and frame. We have been trying to get it replaced for almost a year, no response from company. Their installers are great, but the office is horrible, no one knows anything, managers say they will get back to you, nothing

  

  Business response

  08/17/2023

  Hi *****, 

  We apologize for the communication issues you have had with our office. We have been communicating with the manufacture to get updates on the status of the product and have been awaiting an answer. Our next steps is to call our warranty manager over at the manufacture.  In an effort to resolve this quickly our office will be reaching out to you within 5 days to get you an accurate timeline to replace your service item.  

  Customer response

  08/24/2023

   
  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

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased windows from this company 1-7-2016. With this purchase came a lifetime replacement guarantee if any windows failed. I have one window that has failed. Called *** a tech named ***** came out in Feb, 2023. Tech assured me that repairs would be done after replacement parts were ordered. Didnt hear anything from them, called ** on April 7, 2023, was told by ****** that they couldnt find a record of my purchase. Sent images of my records. Didnt get a response so called the ** on April 10, 2023, receptionist pulled my record, assured me order for parts would be submitted. Have left messages inquiring where my order for repair stands. Have not had calls returned. This purchase was for $4393.00 on 1-7-2016 check #****.

  

  Business response

  06/05/2023

  We have received the service request and have processed an order with the manufacture.  It looks like we currently have received a portion of this order and are waiting on the final parts to be delivered. Our office will be reaching out to the customer to provide an accurate update.

  Customer response

  06/05/2023

   
  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

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This window was installed in 2021 and it is now leaking terribly with the current rainy weather. Water everywhere and I cannot seal it myself. I have called and left voicemail, but no responses or callbacks. I need someone to contact me to get someone out here to figure out if it was never installed properly or if the installation was never sealed properly (or somethings else). I need to keep this room from more water damage but I have no one there to contact. I need them to come out and fix this. I have had no hail from this recent storm - just rain. Please help me.

  

  Business response

  05/24/2023

  Window was leaking from the top of frame, We caulked top of window exterior after finding access points for water (bad caulking job) if she sees a leak happen again in the future she will reach out. If so  we can do surgery on window to see if there is a deeper issue. Interior stops may need replaced if they become loose again because they came loose when leak happened. Customer was happy with service and will reach out with further issues. 

  Customer response

  05/25/2023

   
  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

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have warranty on windows purchased. Window cracked and frame is bent. I have called company several times and have left messages for ****** who told me my window would be replaced and had appointment for today but no one showed and then I was told my window would not be fixed.

  

  Business response

  04/28/2023

  Hello, 

  Our Vice President of Operations reached out to ****** and he confirmed that the appointment had to be rescheduled due to a team member being sick. ****** said that he personally has reached out to the homeowner and will be out on May 6th at 8:00am to get everything taken care of. 

  Thank you! 

  Customer response

  05/03/2023

   
  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

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around 12/22/22 I was had a salesman, ****, from Lifetime windows quote me on windows. We were originally going to finance the windows, however, he said we could save $800 if paid in cash. The $800 would come back to us in two $400 refunds off the initial and final payments. We paid the initial payment and never received the refund so I called Lifetime's office on 1/27 where I talked to ****** and explained the situation. She said she would get with **** and figure out what was going on. I called again on 1/30 and was told she was still waiting to hear from ****, however, they would probably just take the $800 off the final payment. She said she would call back when she heard back. I received a call on 2/3 that my windows are in and they would like to install them on Wednesday 2/3. Called back to ****** on 2/3, no answer, left a message. Called back on 2/6 (~9:30am), *** answered and said ****** wasnt in yet but she would have her call me back. Called back at approximately 2:30pm, no answer from accounting. Called back and had operator transfer me to ******, rang and went to voicemail. At this point, I seem to be getting ghosted.

  

  Business response

  02/08/2023

  ********************** contract did not note any discounts, additionally he initialed no verbal promises were made. We reached out to the original sales representative to get an answer and we're waiting on a determination from them to approve any credits or discounts which were not listed on the original signed contract.  Our office will be crediting the $800 promised credit on completion of the installation. It will be applied to the remaining amount due . A signed change order for the price change will need to be signed by ****************** , prior to issuing the credit. 

  The credit was issued yesterday, February 7, 2023
  

  Customer response

  02/10/2023

   
  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, however, I disagree with the statement that no verbal promises were made.  ****, Lifetime salesman, did promise the reduction in price.
  
  Sincerely,
  
  *************************

*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. ↩