ComplaintsforLEI Home Enhancements

• 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,
  
  ******* ******
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased windows for my home in July of 2014. I had a couple of issues that were fixed, but one of the windows is leaking, causing spots all over the window. After several e-mails and calls, I was finally put in touch with Mark ###-###-#### in October of 2020. I stated my issues and he sent someone out in December of 2020. The techician (Eric- ###-###-####) came out and addressed the small issues I had with a couple of windows. Eric also told me the spots on our picture window were due to seal issues and it would need to be replaced. Eric returned 2/24/21 to replace the window, but the replacement window was cracked, so he had to re-order it. July 2021 I received a text from Kristin ###-###-#### with LEI installation department saying another replacement was in and the installation was scheduled for 7/8/21. I received a text on 7/8 from Kristin saying the replacement window was incorrect and they would have to reorder again. She said she would investigate and get back to me. In September I text her back and asked about it and she never responded. I then contacted Mark again saying I wasn't getting any help. He told me I was on the schedule for November and there was confusion. Once again, I never heard back, so I contacted Mark again 12/12/21. He again said that the window was coming but didn't know when. He said the boss thought Mid January (2022). I sent another text on 12/16 asking if he thought we should involve anyone else since he didn't seem to have any answers, but he never replied. It's now 2/21/22 and I haven't heard from anyone at LEI. The window continues to get worse and no one with LEI will respond to my texts or give me any information. This replacement issue has been going on for over 16 months with two failed attempts to replace and several missed deadlines. Thanks, ****

  

  Business response

  03/08/2022

  *** ********,
  
  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. Please know that your situation is an exception. As you can see on other reviews, we are known for taking ownership and caring deeply about our customers.
  
  Upon learning of your situation, we have put you in contact with one of our top executives. She will be monitoring your situation closely and communicating with you regularly to ensure your replacement window is installed correctly in the timeframe agreed upon. She has also put new processes in place to ensure this does not happen in the future.
  
  Again, on behalf of everyone on the team, our sincerest apologies.
  

  Customer response

  03/08/2022

  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. 
  
  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. ↩