Complaints

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

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  Lifetime Home Remodeling

  9525 E 40th Ave Ste 160 Denver, CO 80238

  
• 

  Lifetime Home Remodeling

  9525 E 40th Ave Ste 160A Denver, CO 80238

  

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:05/05/2025

  Type:Sales and Advertising 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.

  Lifetime Remodeling has now knocked on our door twice, ignoring no soliciting signs at both our neighborhood entrance and posted on our front door beneath the doorbell. The first time, my wife asked the solicitor to leave us alone. However today, we were interrupted once again by another solicitor from Lifetime Remodeling first ringing the doorbell and then pounding very loudly on the front door. The solicitor did not leave when asked, until I threatened to contact law enforcement..We demand that our address be taken off Lifetime Remodeling's door-to-door sales list.

  

  Business Response

  Date: 05/05/2025

  On behalf of everyone at Lifetime Remodeling, I want to sincerely apologize for the recent experiences you and your family have had with our door-to-door representatives. We take your concerns very seriously, and Im truly sorry that our actions have caused you frustration and distress.
  It is completely unacceptable that our team disregarded both the clearly posted No Soliciting signs and your prior request to be left alone. This is not in line with our companys values or policies. We are investigating this internally and will be reinforcing our door-to-door protocols to ensure this does not happen again to you or anyone else in your neighborhood.
  Effective immediately, we have removed your address from our canvassing and sales lists. You will not receive any further visits or contact from our representatives. If for any reason you are contacted again, please notify us right away, and we will take swift action.
  Again, we deeply regret the inconvenience and disruption this has caused. Thank you for bringing this to our attention.

  Customer Answer

  Date: 05/05/2025

   
  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.
  
  Sincerely,
  
  ******* Black

• Initial Complaint

  Date:04/29/2025

  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.

  I purchased 2 windows/2 sliding doors from Lifetime Windows and Doors, totalling $21,417. As of April 29, 2025 repairs have not been made. September 30, 2024. - Windows/doors were installed. At installation, it was noted that the screens for the windows did not fit / the rollers on one of the door screens broke during installation / locks on the sliding doors were difficult to manipulate. Visible shims were put in the lock of the bedroom slider. I was told new screens and locks would be ordered. October 10, 2024 - technician came and adjusted the lock on the living room slider. The screen door was repaired. I was told that a new lock would be ordered for the bedroom door.November 1, 2024 - Stucco was repaired.November 19, 2024 - technician came to install the new screens and replace the lock on the bedroom door. The screens were not what I ordered and the tech said he was here to 'take a look' at the lock. I was told I needed a new lock.February 5, 2025 - The new screens were brought. One was fine, the other is bowed on the bottom leaving gaps in the corners that would allow insects in. The technician said he would assess and try to fix the lock on the bedroom door. He said it could not be fixed and a new lock would be ordered.April 21, 2025 - technician came without the screen, which I was told had arrived. He replaced the lock, which still requires effort to lock properly. I was told that the original holes were not drilled properly. They could come back and try to fill the holes and create new ones. If that didn't work, they would need to replace the whole door. I stated I didn't care if that was needed; I need the door to function properly. I was told ******, the service coordinator, was out sick, but he would put it in his notes. I am seeking proper repairs and a rebate, to compensate me for my time and aggravation.

  

  Business Response

  Date: 04/30/2025

  We apologize for the inconvenience with this project.  The screen issue has been a manufacturing issue and we are working with the manufacture to get this problem resolved.  As for the lock we will get that taken care of as well.  A project manager will reach out to you today to discuss the issues you are having and come up with a solution for you.  Thank you for your understanding.  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23264271
  
  I am rejecting this response until the problem is actually resolved. 
  I received a call from **** this morning. I appreciate the call but I am waiting to see if the problem is resolved. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/08/2025

  Hi there,

  Your service appointment is scheduled for Friday 5/9/25.  My service team has every intention to get your job completed.

  Thank you,

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23264271
  
  I am rejecting this response because:

  I am waiting until repairs are completed before closing this case. I will say that I was very pleased that when I spoke with ****, he seemed responsive in a way that I had previously not experienced. I suggest that customer support be addressed with ******, who was my service manager.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/16/2025

  There has been partial resolution. The sliding door locks have been repaired. I am still waiting for repairs to the window and screen.

  

  Business Response

  Date: 05/23/2025

  Hi there,

  We have a service scheduled for 5/28 for you the address your issues.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23264271
  
  I am rejecting this response because: The work is still pending. I will not accept until all work is completed.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/30/2025

  After seven months of waiting for service coordinator, ******, to take care of the problems with my doors and windows I requested to deal with his supervisor. This problem has now been resolved. I want to thank **** for facilitating the repairs. 

• Initial Complaint

  Date:04/25/2025

  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 first talked to Lifetime at the *********** and Garden Show last year. We met with the salesman and he had the right answers to our questions. That should have been a clue to us that he was telling us several mistruths, which we found out about later.We had all of our windows installed on May 20th, except for one that turned out to be on backorder. Then when the backordered window came in the following week and could not get scheduled to be installed for at least a couple weeks. When this window was installed, it turned out to be chipped and the installers tried to get me to just sign off on it without going out to see it. This was then called a warranty issue that took a couple more months to get the window in and installed.With the initial install they broke a piece of my wife's china which had to be taken out of the cabinet. When we asked them about it, they said that we did not point it out while they were here so they will not do anything to take care of it.Then when one sash was replaced as another warranty item, they put a **** in our china cabinet. This time I pointed it out to the technician and even reached out to management that same day. I have reached out to the manager a couple times since then asking about this and I get no response. It seems that once they get your money, they really do not have much reason to respond .By the way, many of the features that the salesman told us about are not actually true and that makes us concerned that we may have actually wasted our money on Lifetime.

  

  Business Response

  Date: 04/28/2025

  Our office initially requested photos of the reported damage on July 30, 2024. At the time of installation, no concerns were brought to our attention, and it is the customers responsibility to remove or protect any valuables from the construction area.

  
  To proceed with a review of your account for potential reimbursement, we will need the following:
  *Clear photographs of the damage
  *Receipts for any related repairs or replacements

  
  Please note that, as over a year has passed since the installation, we are unable to confirm when the damage may have occurred. For your reference, we have attached all available photos taken during the installation process.

   

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

   

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23251790
  
  I am rejecting this response because:

  The china was originally out of the construction area. It was across the room. We did not notice it immediately because we had to wait for the caulking to dry before we could move everything back in place. I do not recall asking for a photo of the china as we showed it to the project manager when he was out and he did not ask for anything further.

  I also do not see any response to the damage to the china cabinet. Photos of it were sent to the project manager and even shown to the tech that day.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/06/2025

  If you could please provide photos of the damage, and any receipts related to the items we can review the damage and assess our next steps

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23251790
  
  I am rejecting this response because:the **** pictures were sent to your project Manager **** **** on 9/24/24 and yet nothing has been done yet. No response either.

   

  I have not had the repairs done yet as I had no response from Lifetime and I do not have a person in mind that can make the repair.

   

  The China was shown to **** in person and again no resolution suggested by Lifetime and thus no repair or replacement done.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/17/2025

  Do you have any receipts for the original purchase that we can see? 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23251790
  
  I am rejecting this response because:there is no resolve.

  I do not have a receipt for the china since it was part of our wedding gifts 35 years ago. I do not believe this can be repaired as the chip will always show. I have looked online back when this happened and it can be replaced for about $75 to $150. Would have to look at the offers closer as some of the items listed were chipped or missing the lid.

  I can not find a receipt for the hutch, but do not understand what that is needed for since we are not asking to get it replaced, just repaired.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/27/2025

  Dear Mr. ************ be happy to assist you in getting this resolved. Our goal is to ensure that you are fairly compensated, and to do that, were working to establish a clear understanding of the costs involved.

  Based on your previous response, it appears the value of the china is estimated between $75$150, and the cost of the hutch remains unknown. Given the uncertainty around the exact figures, would a credit of $300.00 be acceptable to you as a resolution?

  
  Please let me know your thoughts, and well move forward accordingly.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23251790
  
  I am rejecting this response because: I believe it will cost more to repair the furniture since it is on the top surface where it is quite visible. I think I could accept a Payment of $400 for the two parts.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/08/2025

  We will approve the $400.00 , once you have agreed and closed the complaint we will have our accounting team release the check . 

  Customer Answer

  Date: 07/08/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/22/2025

  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.

  In late 2022, We have contracted the then Lifetime Windows and Siding to replace all the windows as well as all the exterior siding. The project started in early 2023 and all payments have been made to lifetime per contract. Some of the materials and workmanship used in the project provided by Lifetime were not satisfactory and the company was not easy to work with. For a long time Lifetime insisted that a large window in the family room was properly installed, but the company later acknowledged the substandard material and improper installation.A written agreement was made and signed by Lifetime on 5/20/23 to replace a large family room window and final payment to the project was held back until full completion of the agreement. After the agreement was made, Lifetime tried to convince us to accept less than what the written agreement called for and we insisted they must perform per written agreement. We have not heard from Lifetime since mid 2023. Lifetime sent my account for collection this month after no communication or actions for almost two years. I reached out to Lifetime after I noticed a collection account on my credit report, in hopes to resolve the matter professionally. A representative of the company told me over the phone today, 4/22/2025, that now that the account is in the hands of a collection agent, I have to pay for the collection. I have had top tier credit rating all my life and Lifetime business practice here is abusive and I consider this is a harassment and a threat to me by improper use of consumer credit reporting system. The company seems to think that by delaying to fulfill their agreed upon obligations and trashing a customers credit rating, they can get an upper hand in a written agreement.

  

  Business Response

  Date: 05/16/2025

  The customer has met in person with both our Purchasing Director and Operations Director to discuss the specific window they are requesting. We have explained that the manufacturer is unable to produce the window in the exact configuration the customer desires due to product limitations outside of our control.
  Our team has communicated with the customer multiple times to review the available product options, installation methods, and operational functions. Despite our efforts to offer alternatives that meet both functional and aesthetic goals, the customer's preferred specifications remain unattainable within the manufacturer's capabilities.
  Additionally, the customer currently has an outstanding balance on their account. As soon as the balance is paid in full, we are prepared to issue a Paid in Full letter upon request.
  We remain committed to transparency and customer service and will continue to work with the customer toward a resolution that aligns with the scope of the original agreement and product availability.

• Initial Complaint

  Date:04/09/2025

  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.

  I had Lifetime Windows and Siding (which now is Lifetime Home Remodeling) install 5 windows and 2 bay windows 7/12-13/2022, $16,492.00. It has been an ongoing problem trying to get my windows to not be drafty. I have 12 pages of typed detailed notes of all the problems and communication with Lifetime! I have to put plastic on the windows to keep the air out. I have had an *********** Audit which proves there is air leakage. I would have filed a complaint the 1st year but there was always the promises of they will fix this, fix that. The person over the project was fired. Again, I have 12 typed detailed pages of issues! Warranty: For as long as the original Purchaser owns the home, Contract warrants that all defects in workmanship or product shall be repaired or replaced at Contractor's expense.

  

  Business Response

  Date: 04/28/2025

  Our office has been out several times to address the issues with her windows, heat is not escaping through her windows which we have confirmed with the manufacture that there are no product defects, 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23182256
  
  I am rejecting this response because:  2/17/25 was the last time that I heard from **** at Lifetime.    How can they respond to BBB that heat is not escaping through her windows?  It is the opposite problem!  Cold air/wind is coming into the house!  I have pictures and videos to prove it!  I have put plastic on my living room bay window to try and stay warm and the plastic is pushing my blind out!  Anyone can look into my house from the sides of the window because the blind is pushed out so far!  I have 12 typed pages of ongoing issues with Lifetime!   Yes, they have been out many times because there have been many, many problems. 1 bedroom window had to be replaced 2 times.  They subcontract and I really think I got a crew that didnt know what they were doing, as the 12 pages will state!  I have had *********** Audit done twice.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 05/09/2025

  I sent attachments showing that the Livingroom Bay Window had plastic on it to keep out the cold air.  It is pushed out so much that my blind in sticking out allowing anyone to look into my living room!  As I have stated before, I have 12 typed pages of ongoing issues with Lifetime.  These Windows were installed 7/12-13/2022.  So, for almost 3 years I have been through more stress than anyone should have to!

  Since Lifetime Home Remodeling (previously Lifetime Windows and Siding) are not sticking to their warranty on my windows, I am requesting a full refund from them of $16,492.00 plus 25% ($4,123.00) = $20,615.00.   It will probably cost me even more than 25% to get these windows replaced with a different company since the cost of supplies keep going up!   I just want to live in a warm house!

  I will take a very significant financial loss when I sell this house with these bad windows!  

  Selena, I left you a voice message asking you to return my call so I can understand what more you need from me.  I saved for years to put new windows on my house and all I have gotten is stress and sleepless nights and higher heating bills.

  

  Business Response

  Date: 05/16/2025

  We reviewed the complaint with the customer awhile ago the thermal energy leaving is through the wall insulation according to the pictures Xcel provided.  We can have our manufacture review the product for any defects with a service appointment.  But the windows look to be doing their job

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23182256
  
  I am rejecting this response because:  See my last response for how I want this resolved
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/13/2025

  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.

  I had all of the window replaced by Lifetime Windows and Siding which I believe now has turned in Lifetime Home Renovations. I chose them because of their lifetime warranty. The windows were installed in August 2022. In the spring of ************************************************************************************* my basement. Then in the fall of 2024 there was pooling of water on the shelf by this window. I contact Life Time *********************************************** (from my contract paperwork). ***** a technician came out and took pictures. I was told that someone would email me. ***** ******* emailed me and wrote that the damage was not caused by Lifetime Windows & Siding installation. I asked ***** if there were before and after pictures of this area. It took me two emails to find out that there were no pictures of this area. However, there were pictures of the other installation area but for some reason not this area. This area of window installation were for 4 windows...the three above and the big basement window below. Thus, this was the biggest area of installation for the entire project.***** also wrote that the ledger was damaged. I then asked if scaffolding or ladders could have caused the damage or if an inexperienced window installer thought he needed to remove the ledger. I never received an answer to those two questions.I would like the ledger/ stucco fixed so that the warranted window does not leak. The windows were original (1951). I have lived in the house since 2016. I have not had any window leaks until after my $25K installation of windows by Lifetime ********************************* do not like that Lifetime Home Remodeling does not mention that they were Lifetime Windows and Siding. This makes it difficult to find them to make sure that warranties are being honored. I also think reviews will not reflect the work they did as the previous business. This means that potential customers will not know of issues that occurred during the warranty time period

  

  Business Response

  Date: 02/20/2025

  The customer is experiencing water damage due to stucco failure at the base of the wall where the framing meets the foundation. This issue is unrelated to our window installation. We explained this to the customer, but she was not satisfied with the response and questioned whether our work could have caused the damage. We clarified that the stucco damage is in an area completely separate from where our windows were installed. Our installation was performed correctly, with all windows properly sealed, and nothing in our work contributed to this issue.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22936599
  
  I am rejecting this response because:  this business usually takes before and after pictures.  They did not take pictures in this area.  This site was where 4 windows were being installed over a deep window well. Thus, scaffolding or boards would have been needed to be placed to install the the 3 windows above ground.  I have never had leaking until 1.5 years after their installation.  Thus, I believe they damaged the area while they were installing the windows and they did not take the before and after pictures because they did not want to have documentation of when the damage occurred. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/10/2024

  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.

  I had purchased windows for my entire house from Lifetime Windows. The windows were installed the first week of August. Once they were installed Lifetime asked me to open and close the windows for operational purposes, which I did. The temperature at that time was over 100 degrees every day, so I did not keep the windows open for ventilation. Lifetime had three people measure my bay window and when they were supposed to install the window, the measurement was off and they had to reorder the window. When they returned at the end of September I told them two of my windows open incorrectly. They looked at the windows and said, that's too bad. You can order new windows. I told them they just need to fix the windows. They told me I had agreed to this, which I never did. Why would I agree to have a window open in my closet with the air blowing onto my clothes and the other one opens to blow on my TV?? I refused to sign off on the contract stating as a window professional, they should have never ordered the windows to open the way they do. They refused to return my calls or come up with a solution other than me buying two new windows which I just spent over $33,000 on new windows. During this time, my husband unexpectedly passed away and they then told me my husband is the one who agreed to the way the windows slide open. Really!! You are quoting my deceased husband! The finance company was working with me and withholding the funds, but they were also exhausted working with Lifetime and just released they money.

  

  Business Response

  Date: 12/11/2024

  At the second measure appointment, our team confirmed the operation of all windows and ensured that the customer signed off, approving their functionality. While we shared this information with *****, she expressed dissatisfaction. We are happy to accommodate her by reordering a window that meets her ideal specifications; however, please note that there will be an associated charge for this adjustment.

  Customer Answer

  Date: 12/27/2024

  This has not been resolved. Lifetime sent over a standard form letter about install that my husband had signed but nothing about the incorrect install of the two windows or a contract about which way the windows should open.
  

   

  I have contacted Lifetime multiple times in regards to this issue and no response.  Yesterday, I received a call from Lifetime asking me how satisfied was I with the windows.  The person had no idea of what I was talking about or what was going on with my windows.  She said there is no mention in my file about any issues.
  

  

  Business Response

  Date: 01/15/2025

  Our office would be happy to provide ***** with the windows she is looking for at a reduced cost.  We did offer that solution to her originally, when we complete final measures we have documentation which specifically address' the operation of each window.  We are not trying to upset ***** and do understand that she has experienced a great loss.  We are committed to working with her to give her the best possible price for the changes.  

• Initial Complaint

  Date:06/12/2024

  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 purchased replacement windows and some of them would leak. When I called Lifetime concerning the issue, they stated that sometimes when it rains water will accumulate in track. During last rain, two windows leaked and sufficient water was able to spill over track and go to carpet. I want them to replace defective windows which they refuse.

  

  Business Response

  Date: 06/12/2024

  We are scheduled on 6/18/24 at 11:00 am to ***** the windows, at the assessment we will determine what needs to be ordered or adjusted to prevent future issues. 

  Customer Answer

  Date: 07/11/2024

  I do not know if issues with windows from Life Time have been resolved. On the third attempt **** came out and did some modifications to windows but since we haven't had any rain, do not know if issues are resolved. I do have one complaint: Life time knew of design flaw in windows they sell and do not disclose flaws at time of sell. Good coverup. They knew window leaked water and drain holes can not rid windows of all the rain causing water to come into house on the rail system and if sufficient water exists will leak over and onto floors. They knew of this flaw but failed to let customers know as to prevent sell. Poor business practice and should not have a high rating with BBB.

• Initial Complaint

  Date:05/26/2024

  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 ordered 5 replacement windows and paid 50% down ($8350) on March 28. Four of the five windows were installed on May 9, at which time we paid an additional $6700, One window was broken during transit and thus not installed. We were promised, and our contract clearly states, that these would be windows with nail fins, and would involve stucco cutout and replacement. In fact, we talked in detail about the process with the salesman and measuring tech. The installed windows were instead simply fit into the opening without the benefit of a nail fin barrier and new stucco. Furthermore, four of the windows were to be picture windows with a relatively thin profiles and all of the same model. However, one window (as well as the broken window that was not installed) had a completely different and much wider profile (perhaps best described as brick molding) which was clearly not specified. All four picture windows were supposed to be the same style/profile (although different width/height dimensions).In addition, the salesman told us the windows would match our existing ones. They did not, as he ordered the wrong color. Unfortunately, we did not catch this, and the contract we agreed to had this improper color. We talked to the project manager, who agreed the wrong types of windows were installed (should have had nail fin windows with stucco cutout, and the picture windows consistent). We have been trying for the last two weeks to get Lifetime to provide us with a remedy, but they will not respond other to say "we're working on it." The remedy is not complicated - either refund us our money, or set up a new installation date for the contract-specified windows to be Installed (as well as the fifth window that has been paid for and not installed).Our first choice for a remedy would be a full refund. Our second (and less preferred) choice would be timely replacement with the proper windows.

  

  Business Response

  Date: 05/29/2024

  We are scheduling our measure technician to return to the job site to reconfirm the windows and obtain a signed change order. The customer has previously signed a contract and a checklist confirming the original color selection. To ensure satisfaction, we will be changing the windows to the newly confirmed color and application method.
  
  Please note that Lifetime will not be responsible for any stucco repair should there be any damage to the windows during this process. Once all details are confirmed, we will proceed with re-ordering the product and reinstalling it according to the confirmed change order.
  

  Customer Answer

  Date: 05/29/2024

  Before we can accept or reject Lifetime's next step, we have a question that needs an answer.  Our salesman explained how ****** would be cut out and replaced with these replacement windows.  Our contract states the method of installation as "Stucco Cut Back - Full Frame Removal With Nail Fin."  Because of this stucco cut back method of installation with windows with a nail fin, we don't understand how Lifetime can say in their response to BBB that they will not be responsible for stucco damage.  This must be clarified or we would have to reject their proposed remedy.

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21762747
  
  I am rejecting this response because:

  1. The primary reason is Lifetime's statement that they will not be responsible for stucco repair.  This is very concerning.  The heart of our complaint, as clearly stated in the original post, is that the windows were not installed as promised.  As the attached contract clearly states, the installation method was to involve stucco cut-out and nail fins.  The windows we received did not have nail fins and no stucco was cut out.  (This undoubtedly is a less expensive install and not what we paid for.).  Furthermore, we had detailed discussions with the salesman about the quality of the nail fin (providing a better seal) and stucco cut-out, and were assured their stucco repair team was top-notch and would match the existing stucco with no issues.  Thus, the primary reason to request a refund or replacement installation is to get the type of windows and installation we paid for and agreed to.

  2.  As also stated in our original complaint and as depicted in the pictures in the attached contract, all four picture windows were supposed to look the same.  The contract also states "no brick mould."  For whatever reason, the bedroom windows do not have the picture window profile and style we ordered and don't match the basement picture windows.

  
  Sincerely,
  
  ******* And *************************

  

  Business Response

  Date: 06/11/2024

  Our measure technician will be scheduling an appointment with you to review the desired resolution as proposed in your complaint.  At that time once color and installation method is confirmed he will have you sign a no cost change order and we will re-order the product. 

  Customer Answer

  Date: 06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this next step is satisfactory to me, as a means to move toward resolution.
  
  Sincerely,
  
  ******* And *************************

• Initial Complaint

  Date:02/23/2024

  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.

  Lifetime windows started our window project in July of 2023 and we were told it would take 3 weeks to complete the install of ********************* windows. The wrong size windows were ordered on several. A main window was broken on install. Two French doors were the wrong size and had to be reordered through Provia windows a doors. We still have one of the French doors that does not open without excessive force. The job started in July of 2023 and it is now mid-February of 2024. The company seems to experience a lot of turnover of employees which causes excessive issues. Our window project was ********** and we have withheld ******* until the door is fixed and they are being rather reluctant to fix their last remaining error. Go somewhere else if you want ****** Windows.

  

  Business Response

  Date: 02/26/2024

  I apologize for the frustrations you've faced with Lifetime Windows. It's disheartening to hear about the various challenges you've encountered, including incorrect window sizes, broken installations, and ongoing issues with the French doors. Please know that it's never our intention to have such issues arise during projects.
  
  At Lifetime, we've been actively addressing the finishing punch list items to ensure your project is completed to your satisfaction. We've worked diligently to resolve these issues and have been in regular communication with you regarding the steps being taken. Rest assured, all products have been installed except for the service and warranty parts, and we are committed to providing you with updates until the project is fully completed.
  
  We understand the importance of delivering a high-quality finished product and appreciate your patience as we work towards resolving the remaining concerns.