Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 28, 2024, a tree branch fell through my roof. A recommended company came to assess the damage. I met with a salesperson who explained the basics. In May, another person went over the contract, and everything was agreed upon. The roof work started on July 9, just within the legal timeframe. All gutters were removed and left in a pile before eventually being cleaned up. Half of the soffit was gone, and I was informed it contained asbestos. They said they'd contracted an environmentalist to handle its removal. Later, I was contacted to choose the color of the gutter and soffit, something I thought had already been decided. From July to September, no progress was made. My last communication with the company was on October 18. Obtaining communication and timeframes was as if I were pulling teeth throughout the entire process.I reached out again on December 25, receiving only automated responses. Eventually, someone from the repair department contacted me, which was frustrating since this wasnt a repair but an unfinished job. After playing phone tag, the person seemed indifferent to my plight. Meanwhile, my home has been exposed, with insulation everywhere and rising heating and cooling bills. The work completed and outstanding doesn't justify the $21,000 already paid for my ***** sq ft ranch. I have two more checks they will not be receiving. By law, I should have receipts for all payments, but none were provided. Recently, someone informed me that materials had just been ordered, and the completion might be in spring. Shouldnt they already have the materials? Still no apology or empathy from anyone.Additionally, a refund of proceeds should be determined. An itemized schedule of products and fees is anticipated. Legal action is not off the table but steps away starting with insurance fraud. What have you done with the proceeds?

  

  Business response

  01/10/2025

  ********,

  Thank you for reaching out and addressing your concerns. At this time we are weather pending for any ***lacements as your file hit our production team during the holidays. Regarding your asbestos soffit we are tied with coordinating with another company who is certified to do this work. While the roof was being installed our supplement team was working on correcting the soffit with your insurance company in the background as there was more work that would have needed to take place which did not fully get approved until the end of October. While in review of your file we did notice it was in the incorrect status before our production could review it. We do apologize for this and have spoken with the *** associated with the file. Our accounting team has sent out updated deposits with the email on file ending in 85 starting back in August when the first few were made and following after. We will send out an up to do invoice with all payments made up to date. Once the weather temperature is high enough to install all materials we will schedule this with you. We apologize for the inconveniences caused and will make sure all communication moving forward is up to date and timely. 

  Sincerely, 

  Lifetime Quality. 

  Customer response

  01/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22791674
  
  I am rejecting this response because: 
  I appreciate the time someone set aside to respond to the BBB and the apology.  However, there are errors regarding the invoicing showing deposits.  I have received two and only one shows a deposit.  It is disappointing to learn you dropped the ball, not just with the *** you "spoke" too but the lack of quality assurance and control from the executive management to middle management to front-line management.  .  This should never have happened.  Quailty is part of your name, customer service should be of the utmost priority especially in such a cut throat skeptical industry.  Compensation for your mistake you seem to have negated.  And now we sit here waiting for your inte***ation of a high temp to complete this project.  
  Regards,
  
  ******** *******

  Customer response

  01/14/2025

  Thank you for attempting to assist me with this matter. 

  I need to understand how this file is closed based on your conversation with the company?  Clearly this matter is not satisfactory.  I am disappointed to think that any one person on staff would accept this personally as resolved and case closed. 

  You gave this company a B+.  Please explain to me how you rate companies and also the conversation you conducted with the business to make you close this case?  

  I guess I am mistaken that I thought the BBB was here to help assist consumers.  I have learned that a different paradighm is in play and thus has shifted my faith in BBB acredidation and the organization itself.   

• Initial Complaint

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Salesperson misrepresented pricing on roof replacement after tornado. After insurance payouts and completion of work, now we are being charged an additional 4-5 thousand dollars. After discussing with billing, salesperson contacts us and states he made a mistake. His mistake is costing us thousands of dollars.

  

  Business response

  01/06/2025

  ****** ********,

  We have reviewed your file as well as our accounting. At this time this will need to be handled with your insurance company due to the current policy in place. We have issued a credit and can set up payment plans to assist. 

  Sincerely,

  Lifetime Quality Roofing

  
  

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was working with a guy who represented the company, and after two weeks of no contact I called their main office who then sent another guy out. I was directed to call the company and pay the deposit, during this meeting I specifically asked if the refund would be refundable if something changed. He specifically said yes minus some fees. 4 weeks went by after the deposit was paid and I had not spoke with anyone so I called the company and explained I had an issue with my bank and explained I could not go further with the project at this time. Was told the deposit would be refunded after any fees were taken out. Its been 3 months no refund and no further contact

  

  Business response

  10/08/2024

  Shawn Hunt,

  Thank you and we apologize for any inconvenience caused during this time. Our accounting team released the check Thursday October 3rd. 

  Sincerely, 

  Lifetime Quality Roofing

  Customer response

  10/15/2024

  I spoke several times with Alvin Taylor from the company he seems to have taken The issue seriously and has gone above and beyond to resolve this issue. It is currently 10/15/24 and I have not yet received the check but Monday was a holiday and I live in a rural area and are mail is slow. If the check does arrive as stated then I am satisfied with the company response and Alvin Taylor prompt attention to the matter needs to be acknowledged. 
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Shawn Hunt

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently had this company replace our roof. The company messed up the first roof replacement and had to RE-REPLACE the roof again! The quality is poor and the second roof needs to be repaired again. During the second roof replacement the installation in our attic fell down. Which caused fiberglass to cover everything in our attic. They promised to repair this issue and never follow through with it. We are unsatisfied that we had to have two roofs from this company and still don't have a quality roof to last. They want full payment and don't see any wrong doing.

  

  Business response

  10/08/2024

  Jessica Dukic,

  We appreciate your patience and open communication about any and all issues that came up during and after your build. At this time we have came to a resolution on the account and a payment was processed. 

  Sincerely, 

  Lifetime Quality Roofing

  
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1.Lifetime Quality Roofing dramatically increased the cost of roof replacement. The initial estimate increased from $24,214.98 to $51,482.21 without my awareness, including supplements AND the cost of materials (roof shingles that had previously been reviewed and agreed to with the Sales Rep).2.Excessive shingle costs changed after the contract was signed & a deposit paid: The per-unit cost of shingles was increased by over 300%, from $117.65 to $313.30, which my insurance company deems unreasonable and will not approve.3.Loss of confidence: Due to these unethical business practices, I have lost confidence in Lifetime Quality Roofing and no longer wish to proceed with their services.4.Project cancellation: I have notified Lifetime Quality Roofing that I am canceling the project and disputing the deposit made via credit card.

  

  Business response

  09/17/2024

  *******,

  Thank you for reaching out regarding your concerns. At this time we have refunded your deposit. 

  Sincerely, 

  Lifetime Quality Roofing 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Lifetime Quality Roofing to ***lace the roof on our house and garage. The ***lacement took place in mid June. The roofers used the wrong bathroom exhaust vent cap, positioned it incorrectly slightly over a joist and used tape to hang one side of the exhaust vent hose to the vent cap leaving a large gap on the other side where air flowed openly into the attic. I reached out to ************ (The sales *** from Lifetime Quality) and informed him of this issue along with two exterior issues: a raised shingle and raised HVAC stack boot corners. On Tuesday July 16th, two Lifetime Quality Roofing employees came out to address the problems but failed to connect the exhaust vent properly, it looks and feels flimsy and leaks air into the attic which will probably lead to mold growth if not already. I contacted ************ and informed him that the issue was not properly addressed. **** came out Wednesday 7/24 slightly after 16:00 and went into the attic to check the bathroom exhaust. **** stated that to fix it properly, they would have to pull shingles and ***osition the vent cap. Upon leaving the attic, **** stepped off of the joist and through our hallway ceiling. He offered to get a hammer from his truck and patch it up enough so that we could close the attic. He then said that he would raise the issues with a response team that would reach out to us. **** requested that we pay the remaining balance to which I declined due to the job not being properly completed and the new large hole in our ceiling. No one has reached out but Lifetime Quality has again sent an email reminder to pay the remaining balance. I reached out to **** again on Monday 7/29 but he has not responded. The following day I called the Lifetime Quality office branch and spoke to *******, it seems that they had no information on **** damaging our ceiling. On top of that, the raised shingle that they ***aired looks worse than it did before they ***aired it.

  Customer response

  08/11/2024

  Thursday August 1st, ****** from Lifetime Quality Roofing texted me to address the drywall and gutter apron; he did not mention the bathroom exhaust vent. I inquired about the exhaust vent and also asked for confirmation that they will cover the cost related to the exhaust vent, ceiling and gutter apron reapirs. ****** confirmed that they will cover the cost and he also mentioned that they will send two people that can do the job properly. 
  
  On Wednesday August 7th, two LQR employees showed up at approximately 09:00 AM to work on our hallway ceiling and look at the bathroom exhaust vent; I inquired about the gutter apron but they had no knowledge of that so I took them out and showed them and also showed them my text conversation with ****** concerning the three problems that need to be addressed. They confirmed that they will address the apron issue along with the hallway ceiling and exhaust vent. They began by working on the hallway ceiling drywall and painting. At 11:18 AM they began using our outdoor water spigot and hose to mix mud for the drywall and clean their tools with etc... They used the spigot several times over the course of approximately 4.5 hours. At approximately 4:00, one of them asked me if I knew that my water spigot was broken, I replied no and ofcourse it was not broken because they were able to use it all afternoon. He informed me that they had to put a bungie cord on it to keep the entire spigot from coming out of the pipe and spraying water everywhere. After reviewing camera footage, it seems that they broke the spigot at 3:40 PM then spent about 10 minutes trying to repair it before approching me and asking me if I knew that it was broken. He then told me that they completed the drywall repair but they cannot fix the exhaust vent properly because of its incorrect alignment over the joist; he also mentioned that they will return the following week to realign the exhaust fan vent cap on the roof and properly connect the hose. They went outside and worked on the gutter apron, they informed me that after a hot day the shingles will lay down properly and it will look the way it should.
  
   I asked him what LQR will do about about the water spigot to which he answered "probly nuthin". I reached out to ****** at 4:05 PM same day via text message  and requested that they send a plumber to fix it ASAP. The spigot is dripping and when the bungie cord repair job that Lifetime Quality Roofing did fails then water is going to be gushing out. ****** did not respond, I called their office and spoke to ******* who took down the info. ************ reached out to me the next day Thursday August 8th and left a voicemail mentioning that he was confused about the water spigot. I responded via text message and explained the situation to him and requested that he respond to me via text but he did not. Friday August 9th, *********************************** reached out to ***************** and myself via email requesting that release remaining withheld funds to me so that I can sign them over to LQR. I still do not plan to pay LQR until they fix our water spigot and exhaust vent cap. They seem to be more concerned about the payment than resolving these issues, I feel certain that if I pay them the remaining balance then they will have less motivation to complete the job. We would prefer that they turn this over to their insurance as a claim and let a professional complete the work. We really do not want anymore damage done to our home and we would like to end this fiasco. 

  

  Business response

  08/13/2024

  ******************,

  We apologize for the inconvenience and thank you for your time during the repair process. We still have open repairs to complete at this time and should be finished by this week. 

   

  Sincerely, 

  Lifetime Quality Roofing

  
  

  Customer response

  08/30/2024

  From: '*******************************' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Thu, Aug 29, 2024 at 6:05 PM
  Subject: Complaint ID ********
  To: ******************************************************** <********************************************************>
  
  
  Hello, please re-open my dispute. Lifetime Quality Roofing did send two people to our home on Monday 8/26/24. They arrived at 9:40 AM (Unannounced) and were here for an hour. They corrected the bathroom exhaust vent cap but they did not fix the water spigot. We still have a bungie cord holding our spigot on and it is currently unusable. I have a couple checks from insurance that I would like to sign over to them since most of the repairs have been completed. The remaining balance after the checks have been handed over will be paid once they fix our water spigot. We would prefer that a licenced and insured plumber repair the spigot.
  
  Thanks,
  *******************************
  ************
  ***********************************************;
  

  
  

  

  Business response

  09/03/2024

  *******************************,

  At this time if you would like to hire an plumber to repair the damages please send us an invoice and we will credit your account the difference in repairs. 

   

  Sincerely, 

  Lifetime Quality Roofing

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22072520
  
  I am rejecting this response because: Our water spigot is still being held togther with a bungie cord; however the bathroom exhaust vent has been repaired. I signed over two checks to ************ from LQR valued at $2,959.33 on Tuesday 09/03/24 at approximately 4:00 PM. I am working with Farmers to get them to release the remainign balance to me that they are holding but I won't pay anymore to LQR until our water spigot is repaired. 
  
  Regards,
  
  *******************************

  Customer response

  09/11/2024

  
  
  ---------- Forwarded message ---------
  From: '*******************************' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Mon, Sep 9, 2024 at 5:40 PM
  Subject: Re: Complaint ID ********
  To: <********************************************************>
  
  
  Hello, please re-open my dispute. Our spigot is still broken. We do not want to hire a plumber and deduct from the balance owed to LQR for the roof. We would like for LQR to hire the plumber and pay the bill and keep our balance owed for the roof separate from the damage to our water spigot. I would also like to point out the fact that businesses have insurance for things like this.
  
  Not being satisfied with the business response is the not the same as considering the dispute closed. Please allow an opportunity to respond rather than briefly closing the case when one party or the other rejects a response. 
  
  Thanks
  *******************************
  

  
  

  

  Business response

  09/17/2024

  ********,

  Thank you for your patience in this matter as we reach out to contracts in regards to your spigot. 

  Sincerely, 

  Lifetime Quality Roofing. 

  Customer response

  09/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  *******************************

  Customer response

  09/26/2024

  
  '******** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Sat, Sep 21, 4:45 PM (5 days ago)
  to disputeresolution
  
  Hello. I am curious about your process. This current issue is not resolved because my water spigot is still broken. Do you consider it resolved because an agreement has been made to fix the problem? I only consider it resolved once the problem has been corrected. Lifetime Quality is looking for a plumber to fix our spigot, according to their response. Can you leave this open until the spigot is repaired and I have confirmed that it is repaired?
  
  Thank you,
  ******** *******
  

  
  

  Customer response

  09/28/2024

  Lifetime Quality Roofing hired a plumber to replace the spigot. Work is complete. Thank you BBB for facilitating this.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In January, I found a company called Lifetime Quality, whose name is Steve. We signed a contract. In May, I contacted Steve and gave him the full repair check of $10174.30. I asked him if it was correct to write the company name on the check, and he replied in a text message that it was correct. But on the day of the transaction, he suddenly said that he was afraid that the check would not have enough money, and he had to get the money to start working and buy materials. Steve asked me to change it to his name. The next day, their company called me to ask about the selection of materials and dates. I told the company staff that it had been handed over to Steve, and asked if there was any risk of changing the name on the check to Steve. The staff told me that it was okay. About two weeks ago, Steve took the second Lifetime Quality company contract and signed the community HOA form with me, and promised that I would start work to replace the roof next week. But I couldn't contact him this week. I called the police, and when the police came, they helped me call Lifetime Quality for consultation. The company manager said that he had been fired. I was defrauded! The company ignored my contract. I was very confused. I always thought that Steve was the company agent and maintenance person who acted for me in this work. The contract I signed with him while working was actually considered invalid. And no one from their company told me that he was fired, and no one else took over my case. Such an important matter, but no one notified me. And the company knew that Steve took my full check of ?10174.30. They didn't even inform me that he resigned, and said that this was no problem. Two weeks ago, I still signed other contracts with him in the name of the company. I suspect they are in collusion. How can a company use employees to resign, and then have no work after knowing that the full money has been paid? It's terrible.

  

  Business response

  06/17/2024

  This was brought up to our leadership team and we are currently working with the authorities about the check received to the representative that is no longer with our company. We have resigned a contract with the homeowner and are building their roof this Thursday. The homeowner has agreed to give Lifetime any recoverable funds from the insurance company.

  Customer response

  07/08/2024

  I accept the business's response to resolve this complaint.
  The problem has been solved and the roof has been replaced. If the bank can refund the resigned employee Steve, he will transfer it to the house roofing company. If the refund cannot be made, the contract signing owner does not need to pay any amount.
  Regards,
  
  ***** *****

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the spring of 2023 we were approached Lifetime Quality Roofing. They inspected our roof and informed us we had damage due to a recent storm. Our roof was approaching the end of it's life, and was due for a full replacement, not just reshinglement. So this was unsurprising to us. A roofing claim the earlier in the year was filed with our insurance company for the same storm, but the company seemed to disappear. Since that time, we had changed homeowner's insurance providers. LQR wanted to pursue the job, with the understanding that the claim would need to be filed with Pekin--our previous policy-holder. Pekin and LQR went back and forth, with Pekin eventually stating they only would pay for the back half of the roof to be replaced. LQR sent a more experienced sales rep to our home at that time to talk through the policy, and he assured us that we WOULD get our whole roof replaced at the cost of our deductible, as it is against state law to have mismatched shingles--and the photos they took show they do not have a matching shingle for our roof, and the adjustor agreed. At this point, he upsold us on a more premium product, He also assured us we would not pay more than our deductible, plus upgrade cost. Half the roof was reshingled in November, and Pekin paid out. At this point, Pekin refused to pay for the second half of the roof, citing the fact that we deliberately installed mismatching shingles. Had we KNOWN this was a potential outcome, we would NOT have opted for the upgrade. LQR has since been impossible to contact. Our calls are not returned, our emails unanswered, and we are left with a half-finished job. I was finally able to speak to someone this week, and explicitly stated we would not have done this if we were going to have to pay $5k for a roof. She offered to do the second half of my roof for $5,200--more than the total cost for the back roof--and was told it was a 50% discount. We would NOT have replaced our roof if it was going to cost us this much

  

  Business response

  06/04/2024

  ****,

  Thank you for reaching out. We appreciate your patience while our team works with you and your insurance company to admit damage to your front slope.

  Sincerely,

  Lifetime Quality Roofing

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company put a roof on my House , Garage and shed. November 27, 2023. Damage was to done to my house and I have spoken with the company and they won't repair my house. the garage and shed the work was not don't correctly nails are showing rotten wood was not replaced the house holes and marks a 2 ft piece of siding was cut out to try and match the siding. A invoice was sent to my insurance company and it's not the same amount as my invoice my invoice is $980.00 more im wondering if this is insurance fraud. I owe the roofing company $14,000 but my bank where the insurance money is not to pay the company since the work is not satisfied and damages.

  

  Business response

  06/04/2024

  Sherry,

  Thank you for working with us as we schedule these repairs. Additionally we want to apologize for any inconvenience caused to you and your house. 

  Sincerely,

  Lifetime Quality Roofing

  Customer response

  06/05/2024

  My house is not fixed and I want my money refunded. Im getting another company to fix my house. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My roof was installed in August 2023 and I have since found devastating water damage in all 3 floors of my house in multiple locations. Lifetime came out to do repairs once and they poorly sealed some areas that were unsealed. My insurance adjuster had an inspection done afterwards and it confirmes many areas that are unsealed, improperly installed, and mechanically damaged. I have contacted Lifetime multiple times each week trying to get them to address the problem and they have continued to not come to even assess the problems. It has now been 7 weeks and I’m concerned about the continued damage that is happening to my house because they are not addressing these issues. I have already provided the detailed inspection report of the issues to them.

  

  Business response

  05/28/2024

  Ms. ********,

  We want to thank you for your business and apologize for any inconvenience caused for you and your home. Additionally, we want to thank you for working with us to resolve your issues.
  
  As you reported there are repairs needed and we are working diligently to make these repairs.
  
  We hope you can accept our resolution and we will continue to communicate with you as these repairs progress.
  
  Sincerely,
  
  Lifetime Quality

  Customer response

  06/19/2024

  Hi yes, they complete some of the repairs last week. I have requested a report documenting what they did or did not repaired and a quality inspection. 

*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. ↩