Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased windows and doors, contract date 1/17/25 for a sum of $64,915.00 under record CW-5200 through a ****** link. The window installation was excellent however the 2 doors were set too far outside which created issues with the finish on the inside of the house. 1)There is a gap between the carpeting and the door thresholds. 2) build up boards were required around the perimeter of the doors because of the installation placement so they layered 2 casement boards. The 2 boards were cheap MDF coated material which can't be sanded and they have 90 degree edges. Casement boards should be rounded on the edges plus a caulk was used to fill nail holes and the seam between the layered boards which shrunk as it dried and looks terrible. 3)The doors are gray outside and white inside however the threshold of both came in dark brown. The ****** window brochure provided to me (part number ******** March 2024) shows on pages 26 and 30 the doors coming with white thresholds. Mine looks terrible... 4) The manufacturer short shipped 3 pieces that are appearance related parts. The issue is that every time I call, Lifetime Windows & Doors responds with "someone will call you back". Sometimes I'm told 2-3 hours (2 days and nothing) sometimes told 2 days (6 days nothing). Everyone I speak with says someone else will call you but nothing ever gets scheduled.

  

  Business Response

  Date: 04/14/2025

  We returned ** and **s ************ phone call on Thursday 4/10/25.  We told them that Lifetime is looking for the pine trim they requested.  This trim was purchased on Friday 4/11/25.  We were going to call today 4/14/25 to schedule the service. My service department called this morning and left a voice message.  I have also called and left a voice message for **s. ********** this morning 4/14/25 to schedule a site visit to address the rest of the concerns they have. 

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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!