Complaints

This profile includes complaints for Lifetime Solutions Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lifetime Solutions Inc

  15400 Village Dr Victorville, CA 92394-1913

  
• 

  Lifetime Solutions, Inc

  457 W Allen Ave Ste 108 San Dimas, CA 91773-1481

  

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:07/24/2024

  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.

  The purchase of water filters was made on 06/17/2024 for a value of *****. dls. financed by payments so far I have not paid anything. The problem is the filters are not delivering the quality of drinking water as the seller promised me and the water does not look clear and tastes ugly to drink. I talked to them to tell them what happened and I told them that I felt disappointed with those filters that they had. They don't work in my house. I spoke with the manager of lifetime solutions and I told her I don't want to buy the filters because the water is not suitable for drinking and she told me it's too late, you had 3 days to cancel and I told her at no time did they tell me that aside, it's been a month and the water You can't drink it, it tastes ugly and he told me if we remove them you will pay almost the same price and I replied that it is not my problem that your filters do not work as the vendor said, apart from that the vendor put in the credit application that he earned 6000 dollars. per month for him to rate me is a lie I earn 2800 per month I never wonder how much I earned per month. I talked to the financial company and explained that I was not going to buy the filters and I told them why they told me we are going to put notes about the problem in your account until it is resolved. Today they have not answered three text messages that I sent them. The last time I spoke with the manager she told me let's see how much the costs are for removing the filters and you are going to pay for that, I answered that I am not going to pay you anything because I am not I'm canceling out of regret, I'm canceling because the water tastes bad to drink and in the end we're buying bottles of water, they'll call me the next day and today it's been 5 days and they haven't called me or answered the messages. Please help me, I don't want to buy those water filters that we are not using, thank you.

  

  Business Response

  Date: 07/29/2024

  We remmoved the equipment on Friday July 26 and gave the customer a full refund.

• Initial Complaint

  Date:08/15/2023

  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.

  On July 6th we have Lifetime Solutions come out to go over our project and what would need to be done. The worker at the time suggested to put the system in the garage and because our water inline was on the opposite side of the house that they would have to trench through our decomposed granite (DG). I asked him if he would be able to repair and replace it and he assured me he could, so I agreed to the project plan.July 11th work started. Once the system was in and they were filling in the trench with a mix of our DG and soil, they came to the door and asked for the company who did our *********************** so they could get in contact with them to repair their mess.July 18th, 2 more workers from Lifetime stopped by to replace the DG. They were making it worse and told to stop and that it's requested that they have our landscape company come and redo it.August 8th I got a call from Lifetime's reception saying that JNR, the company who did our landscaping, did not offer a reasonable price to repair what they damaged. They offered to have a company they have worked with to come do the repairs. I declined as the DG color is custom, I trust the work from our company who originally did it, and because their worker told me in the beginning he would be able to fix it, which he could not.Despite being told I would be called back the following day when all the managers were present to have a meeting, I was and still have no received a call back from them.We want them to have the company who did the DG job to come to redo what lifetime couldn't fix. Pictures will show what the DG should look like and the part they filled.

  

  Business Response

  Date: 08/21/2023

  Hi *********,

  According to our Quality Control team, all documents have been signed agreeing to allow your personal landscapers to take care of all the work with your decomposed granite.  Per the conversation on 8/16/23 it will take your landscapers about 3 to 5 weeks to complete the work, but that you're already aware of the time frame.  We are grateful for the opportunity to make things right!

  Customer Answer

  Date: 08/28/2023

   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.

• Initial Complaint

  Date:07/06/2023

  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.

  On 4/26-2023 I had Lifetime solutions service my Reverse osmosis system. They replaced the holding tank and the filters. A day or so went by and I discovered the holding tank leaking, I immediately notified lifetime solutions and they sent a tech out to repair the water leak. A few days later their "contractor" contacts me to repair the water damage. He comes out and assessed the damage then send his guys out to do the repair a few days later. they replace the shelving in my kitchen cabinet with 1/4 cheep plywood and peel the top layer off the damaged drywall then paint everything. they even make a bogus claim about a dishwasher line leaking, I just inspected the cabinet that morning before his guys got there, no leaks period just the water damage from the ro system leak. I inspect the repair later and call a licensed water remediation company to do a second opinion. everything is still soaking wet they recommend I remove everything water logged. I reach out to lifetime solutions and get verbal ok to start remediation from lifetime solutions . Superior does the water remediation the beginning of May. I inquire in the meantime about their preferred contractor ******* property preservation and find out he is unlicensed and is primarily a landscape company. He gives me the contact card of another contractor when pushed to provide his credentials. Lifetime opens an insurance claim with their carrier church mutual and i do not get any response from them until June when they let me know that they hired a third party adjuster to investigate. He does his investigation the carrier is still delaying paying the claim. I have reached out to lifetime solutions multiple times and they say there is nothing they can do as it is an insurance issue with an open claim. The last time I called the Controller was very rude and cold regarding my issue. It is now July I still don't have a kitchen and i have repair bills close to $40000 and loss of use of my kitchen.

  

  Business Response

  Date: 07/07/2023

  ******************,
  
  We are aware of your situation and looking into each of these items.  As this has now been turned over to insurance for a resolution, we are waiting on their findings before any other steps are taken.  Its our desire for this to be resolved sooner than later and apologize for any inconvenience in the meantime.

  Respectfully,

  ***********************

  Lifetime Solutions, Inc.

  Customer Answer

  Date: 07/11/2023

   I am rejecting this response because: lifetime solutions is not taking full responsibility for the damages to my home. They have pawned it off as insurance and not been willing to do anything to speed up the process. 
  
  
  

  

  Business Response

  Date: 07/31/2023

  It's our intention to come to an accurate resolution on this matter, and make things right, which is why it has been turned over to insurance.   

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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 3/26/21 we received service from Lifetime Solutions, the service we were contracted to receive were water condition system, household filtration system, drinking water system, and salt potassium. We then called Lifetime Solutions to make an appointment to have our system service. On April 28, 2023, a Lifetime Solution tech came out and serviced our system. He immediately notice that our sink in the kitchen was hard water, meaning it wasn’t soft water. He then checked my bathrooms and notice of my the bathrooms, which is my kids bathroom was also hard water (sink). He then took me outside and told me unfortunately the soft water system wasn’t properly connected and that’s why the kitchen and one of the bathrooms were receiving the proper service. I was very upset especially because we’ve paid Lifetime Solutions approximately ~$4000 to receive a service that was not properly installed and being that it was my kids bathroom sink as well as the kitchen sink. Two main areas where my family uses often. I was told a tech would come and properly install the system, which took about five days. The second tech came out and confirm the system was installed incorrectly and proceeded on making sure the system was installed correctly. It’s been nightmare trying to get a hold of anyone to discuss reimbursement due to the fact we have been paying for a service that was not done correctly. We sign a contract which states the service we paid for and the contract has been broken due to failed installation. My husband as called numerous of times and each time he was told he would receive a call back and he never does. This is poor customer service and a solution is needed as soon as possible.

  

  Business Response

  Date: 06/07/2023

  Dear Jasen and Michelle,
  
  I have been brought up to speed on the circumstances surrounding your investment.  It is always our aim to deliver a product and service that meets or exceeds our customers expectations; however, that’s not always the result.  In those events, we certainly strive to make things right.  When you purchased the water treatment system for your home, you invested in a product designed to deliver high quality water throughout your entire home.  That investment came along with the installation.  After discovering that the system was not properly installed, our team took all necessary measures to re-plumb your system at no charge for the trip, the parts, materials, or labor necessary to do so.  We absorbed all those expenses, as it was most certainly owed to you.  Along with that, our technician serviced all pieces of your equipment and changed all filters due at this time at no cost, as this too was owed to you.  Our quality control manager also offered 2 years of additional filter changes & service at no cost to you for having not discovered the error sooner, and she is still prepared to honor that offer should you choose to accept it.

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because: After discussing the offer in detail with my wife and doing
  some research we have decided to decline the 3 year warranty offer. We
  are still seeking compensation. This decision is based on the pricing
  and breakdown of the warranty, in the contract it reads that if your
  company cannot find exact part one can be used of similar. With this and
  the information provided with the installation I was able to find all
  parts as well as directions on how to change and install. This
  dramatically changes the needs and pricing of installer fees.
  
  
  
  

  

  Business Response

  Date: 07/06/2023

  After much consideration we are standing behind our original offer.  The 3 years of service being offered as a gesture of goodwill covers more than just warrantied replacement parts.  It covers things like trip expenses, labor, and non-warranty items for all your maintenance needs.  Not only that, but RainSoft parts are proprietary, so there is a lot of value, whether you are capable of personal maintenance on your own system or not.  Should you choose to accept this offer, we will honor it, but if you choose not to accept it, please know that there will be no other monetary offer made. 
  
  Respectfully,

  J**** H*****