Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since November of last year I have been trying to contact about a window that was a remake that does not fit to latch. either the top or bottom pane is too large and is about a half inch from latching. My boyfriend has been emailing since before that time and no response has been received. i was sent to alside to file a claim and received parts instead of a resolution. Multiple times i have reached out to Jalen and multiple times he said he would have a resolution. i have never received more than a 'this is important and at the top of my list' to only not receive a response months later. I am now at the end of my rope with this when all i want is my window to actually work how it should and latch. a lot of air is escaping into the house through this window and the windows are supposed to be covered and/or warrantied which neither has been followed through. I would not recommend this company to anyone if you want to have a responsive company that will actually have a resolution.

  

  Business response

  12/06/2024

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

  We sincerely apologize for the experience you had. At LEI Home Enhancements, we are committed to providing the best customer service possible and regret that we fell short of your expectations.
  When using the manufacturer’s warranty claim site, LEI does not have direct visibility into claims submitted through their platform. As a result, we may not have been aware of your claim initially. However, I see that we were able to address the issue and get the necessary materials ordered for you, with resolution on 11/18/2024.
  If you have any further concerns or questions, please don’t hesitate to reach out to our corporate office at ###-###-####. We’re here to assist and ensure your satisfaction.
  Thank you for bringing this to our attention, and we appreciate your understanding.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Roughly 3 years ago, I have purchased windows from LI home enhancement they installed them. I have complained from day one that they have leaked. I have frost I have air filtration. They have been out numerous times trying to repair and have failed. I have two reports from two different inspectors that the windows are bad, and they basically will not stand behind the product. I have numerous emails and text messages back up.

  

  Business response

  11/26/2024

  Dear *** ****,

  
  Thank you for reaching out, and I’m truly sorry to hear that you are still experiencing issues with your windows. I understand how frustrating this situation must be for you.
  Earlier this year, Paxton M********, our National Installation Manager, visited your home to inspect the windows. After a thorough evaluation, we confirmed that the windows were installed correctly and were functioning as expected. The two windows in question—the ones in the kitchen and master bedroom on the left side of your home—were assessed, and we offered to make adjustments to improve their performance. However, at that time, you declined the proposed work.
  We genuinely want to resolve this matter for you, but as mentioned, we are unable to make further improvements without performing the necessary adjustments. We believe that completing this work could help address the concerns you’ve raised.
  We also want to address an important matter regarding communication. Unfortunately, our team stopped responding to your messages due to the inappropriate and threatening nature of some of the correspondence we received. We want to ensure all interactions remain respectful and productive, so we kindly ask for a collaborative approach as we move forward.
  Please let us know how you would like to proceed.

  
  Kind regards,

  
  

  Customer response

  12/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I have had multiple inspectors out here to look at my windows. I have documentation of all emails from LEI. There has been nothing said about fixing other windows other than just one I have been told by multiple people in your company. There is nothing wrong with them come up and enjoy Wisconsin winter and you can inspect them yourself. Best regards.
  
  
  Regards,
  
  **** ****
  

  

  Business response

  12/11/2024

  Dear *** ****,
  Thank you for bringing your concerns to our attention. We value open communication and strive to maintain a strong understanding between LEI and our customers.
  As you may recall, our Regional Installation Manager visited your home and offered to adjust two windows as a resolution. Unfortunately, this service was declined at the time. However, I would be more than happy to resubmit a service request to the manufacturer to address these adjustments for you.
  Please let us know how you would like to proceed so we can work together to resolve this matter to your satisfaction.
  We appreciate your patience and look forward to hearing from you.

  Customer response

  12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  I believe there are 2 options 

  1 replace all of the windows or repair them so they don’t leak (too our satisfaction)

  2 refund my money so I can buy new windows that don’t leak 

  
  
  Regards,
  
  **** ****
  

  

  Business response

  12/13/2024

  Dear *** ****,
  We completely understand your desire to have this matter resolved, and we share that goal. However, we wanted to address that in the past, service was declined. Moving forward, we’re more than happy to assist you by submitting a new service request and working towards a resolution.
  We have been in communication with your wife, who has provided helpful pictures and information. She has also followed the correct procedures by submitting a warranty claim through the warranty claim site. To streamline the process, LEI will submit a claim as well, linking it to claim number ********. This will ensure that both the local team and the warranty team have all the necessary information to address this matter effectively.
  Please let us know if there’s anything else you need or if you have further questions.

  Customer response

  12/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  I have heard this for the past 3 winters here so I will believe it when the are fixed or replaced 
  
  
  Regards,
  
  **** ****
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have claimed a warranty repair by the company over two years ago. Within the past 12 months the installer called me and asked if I still needed the window as it was in their warehouse. I said yes and he said they would get back to me to schedule a time. I never heard back so I call the company the warranty is under and spoke to a Darlene B*** (sp?). She stated the warranty covers the windows, but not the labor, but since the issue has taken so long They would cover the repair labor. I have tried calling and left voice messages, with no return calls. I just need to get my window repaired/replaced.

  

  Business response

  01/31/2024

  LEI Home Enhancements takes pride in providing the best customer service. We did receive a call/voice message from *** ******** on 1/22/2024. We immediately started working on his complaint as soon as we received his message. Since his complaint the service materials have been received and he should be hearing from our service department to schedule his service. 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, We were excited to order LEI windows for our whole home back in August of 2019. However, it was problematic from the get-go, and was never resolved. Even now, more than 3 years later, the work remains incomplete. LEI has a two-year warranty, so they can claim it has been two years... but since the problems began at INITIAL installation, and were NEVER resolved, it would be nice to have these issues covered. Communication: > It has been difficult to get responses from LEI. > Eventually, we could get a response, but it may be a month or a few months before hearing back. > Sometimes it seemed like they were waiting on us, and we were waiting on them... it was very confusing at times as to what needed to be done to get the issues fixed. > Threats of placing a lien against our home for non-payment were made. > But from the beginning, we agreed to pay the down payment, and hold the balance until the job was complete. > We are ready to pay and are simply waiting for the job to be done. Quality: > The quality of the product was not as good as the sales pitch. > The windows had unfinished looking corner welds, many of the windows arrived with broken 'window pulls' (the part you pull down on to open the window), many of the windows showed up with broken glass, foggy/moldy looking glass - meaning the gas seal was broken, many of the windows were very difficult to open or close, many of the windows would fall down all the way - and now stay just a little bit open, windows were mismeasured, etc. > Everything that could be wrong (cosmetically, functionally, and safety) was wrong. > The problem was not LEI's unwillingness to fix the issues... actually this was one of LEI's strengths. LEI was very helpful in scheduling the service team to come replace the broken, or bad quality windows. > However, when most of the replacements had all of the same problems, we started to get concerned. Wait Time: We are still waiting, 3+ years later.

  

  Business response

  12/01/2022

  Mr. & Mrs. Martini,
  
  We are so sorry to hear of the problems you have had with your windows. LEI Home Enhancements takes pride in the quality of our products and in our customer service. In fact, our company founders started our company specifically to address customer service in an industry they found it lacking.
  
  For this reason, our Chief Marketing Officer called and spoke with you and your wife on November 15 to go through your experience and put a plan in place to correct any remaining problems. Since that time, we have placed an urgent order to have your remaining windows replaced at our cost. We will continue to keep on top of this and ensure we keep in close communication until the job is completed to your absolute satisfaction.
  
  Again, we sincerely apologize your experience with our company has not been ideal. Once we have rectified this situation, we hope you will enjoy your windows for years to come.
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/2021 we had new windows installed along with a new patio door. 12/2021, we contacted the company to let them know there were some issues with the install of the mainframe around the patio door. Mold had collected in the area that was not flush with the wall, and the frame was bubbling with water. They sent out an inspector who confirmed there were installation errors and determined there was no water leak, but stated since it was within a year (and we also have a lifetime warranty attached below), they would send someone out ASAP to correct the issues. He put plastic over the molded area and told us they’d fix us up. Now LEI is telling us they won’t fix it and have closed the claim, despite having a lifetime warranty and being within the year of “free labor” as referenced in the attached document.

  

  Business response

  04/09/2022

  Mr. ******,
  
  We apologize on behalf of everyone at LEI. We set high standards for ourselves and are sorry to learn that we haven’t met these standards in our interaction with you.
  
  Unfortunately, this was a case of miscommunication within our company. Once we learned of your situation, we immediately reached out to you and are in the process of scheduling an on-site visit with the Territory Director and the Owner of LEI. As you can see, we take these situations very seriously. Our goal is that every customer is a happy customer and loves their windows for years to come.
  
  Again, on behalf of everyone on the team, our sincerest apologies for your inconvenience.
  

  Customer response

  04/12/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  

*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. ↩