Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/20/2024 the installers finished installing windows in my home. I was told that 2 windows needed to be replaced, 1 due to a defect and the other due to the installer dropping it. The following week the stucco was repaired. On 12/23/2024, I emailed the office manager with a concern regarding my carpet due to the patio door installation and was told the email was forwarded on to the project manager. On 12/28/2024, I emailed the office manager again, this time with concerns of some areas of the stucco that had wire showing and addressing the gap in the carpet again and never got a response. I sent another email asking for follow up on 1/14/2025 and a form to fill out for the *** rebate. I received the form and no acknowledgement of the other 2 issues. I also left a voicemail that same day which was responded to by someone else who also said the information was forwarded on to a project manager and I should hear back within 2 days. It has now been 10 days since the phone call and over 30 days since the carpet issue was made known. I have spoken with the finance company who is withholding payment until all issues are addressed and corrected.

  

  Business response

  01/24/2025

  Hi Mr. **************** apologize about the lack of communication about the completion of your job.  The damaged windows have been order and it should arrive in the next couple weeks.  As for the carpet and stucco, my project manager will reach out to you today 1/24/25 to schedule a site visit to take care of the services.  We will be in contact shortly.  Thank you for bring me your concern.

  Customer response

  01/29/2025

  i accept the offer to finally come look I dont however, accept their suggestion of how to fix the issue with the carpet. The stucco was repaired and Im still waiting to hear when the 2 windows will be replaced. 

  

  Business response

  01/30/2025

  Hi Mr ******************* stucco was repaired for you.  The *** of the parts for the damaged windows will arrive to our warehouse on 2/6/25.  Once we receive the parts, we will call you and schedule the repair.  As for the carpet situation, ******* our Project manager will reach out and further discuss the issue to come up with solution.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We received this company's information from the home and garden show held in *******, **. We scheduled to have the company come out and provide a quote on a bathroom remodel and new doors. We were approved for $0 down, 0% interest, and 0 payments for 24 months, and its available for all of our home improvement services (which is currently being advertised on their website). We were approved for financing and after our project was complete, we started receiving statements that payments were due. We filed a complaint with Lifetime Windows and Doors and they refused to help (typical "not my problem" response). We spoke with the finance company (********) and they claimed that this offer was "not available". We requested a review of our loan and it was closed out without any resolution or communication (zero calls or emails to discuss details). In the meantime, our credit has been affected because this account is currently being reported as delinquent.

  

  Business response

  05/16/2024

  We have spoken with and are actively working with the customer and GreenSky Financing to attempt to reinstate the loan for home remodeling services. The delay in response appears to have been caused by a lack of communication between GreenSky and Lifetime, but we are committed to helping the customer obtain a resolution and will continue to follow up with both the customer and ******** until the issue is solved.
  
  I apologize for the frustration this has caused and hope to restore your faith in Lifetime!

  Sincerely,

  *******************************
  Sr. Director of Marketing
  Lifetime Bath and Shower

   

  Customer response

  05/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had 6 windows replaced in early January 2024. The bill was $10,900 so we were expecting the windows to last at least several years. By mid March the framing/casing on one of the windows has cracked on both sides and flat out separated on the bottom. We started calling in March but didn't think to start a log until April after having made no progress. On Thursday April 11 a technician came out for 3 minutes and took pictures. There has been no word since. I now call on an almost daily basis and keep getting told "the Service Manager will call you tomorrow". The window in question is in worse shape than the one that was replaced. We want the company to come out, shore up whatever needs repaired and replace the window (and if they do it wrong again, keep the option of having them out again). They're called Lifetime and are supposed to have a great warranty so let's put it to use. FYI the contract is in my 72 year old mother's name *****************, I'm her daughter ******** who's been dealing with the phone and emails to streamline things.

  

  Business response

  05/14/2024

  This complaint has been addressed.  ******, our service manager was at the customer's home on 5/9/24 to take a look at the window in question.  We discovered that the cracking was the drywall and not the window itself.  We have scheduled drywall repair at their house on 5/16/24 to address the drywall issues. This complaint should be resolved on 5/16/24.

  Customer response

  05/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Lifetime Windows & Doors at our home in Oct 2022 they removed all the shutters to almost all our windows and when they went to install the windows, they were not the correct size. They came back within 2 weeks with windows that fit except two. It is now December 2022 and we can not get anyone from this company to provide an answer or any resolution to putting the shutters back up and installing the missing windows.The customer service is appalling. Limited resolutions and supposed lack of knowledge every time we call and no apparent need to complete the job.Window are not a cheap investment and I would never reccommend this company.I am beyond furious and will make a bad review everywhere I can.

  

  Business response

  12/15/2022

  Hi, *****. Thank you for giving us your candid feedback about your project. We sincerely apologize for the mis-measures that occurred. We made the corrections, completed your install, and remounted your shutters. We thank you for signing off on the job. We also spoke with your husband and he ensured us that you all were satisfied with the completed work. If there are any other issues you've found, please let us know. Thank you for choosing our team. Again, apologies for the mis-measurement. We have addressed this issue internally to ensure that this issue is mitigated moving forward. Have a great day!

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The windows were installed in February 2022 and the trim is unfinished and what has been installed is a poor job. They have been out 4 times to just install trim. Last time they came out the guy did nothing but take pictures, try to clean off the foam and say that he agreed that it was a poor job and he needed to talk to project manager. He Told me customer service would be in contact. That was 2 weeks ago. I have not received a call. It has been like that each time they didnt finish job. No communication. There is also no trim on back windows and there is foam residue on the window frame. I would like a refund of ****** to have the trim finished and done correctly. I dont feel that if they come out again that the job will be done correctly. I prefer that they do not come out again. I have to take off work or pay my neighbor to come over when they send customer service out because they do not work on saturdays I was told. On the window in the kitchen there are slots that were covered with trim which the last customer service guy said was Incorrect. Most of the trim that was installed needs to be removed and redone. I had a total of 5 windows installed.

  

  Business response

  09/01/2022

  Hi, *****! We are so sorry for any inconvenience this has caused you! We are happy to work with you to make this right. We are looking into a possible refund now. We may also be able to have another contractor come out and help you of you don't think. We can make it right with our team. We ask you places to give us another chance at finishing this project with our team. Thank you for reaching out. We appreciate it!

*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. ↩