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:10/14/2022

  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.

  I purchased new windows and a front door package from Lifetime Windows and Siding. They finished the installation however there were things that needed to be completed. The outside edging of the door was scratched, there was no blue paint to touch it up, the inside of the door was missing the finish (there are exposed staples) and one of the screens was not made for the window it sits in. I also have had issues with the door mechanism. At first it didn't latch properly, they came and tightened the door hinges so now it latches, but the deadbolt can only be used if you push your entire weight against the door. There is also an uneven gap at the transom window above the door. I have called and left multiple messages for the service department, called and left a message for ***** (who I assume is in charge of service) and ultimately sent an email to ********************* who sold me the $50k worth of windows and door.To date, no one has contacted me back to get these issues resolved. I have used Lifetime Windows and Siding in the past and they were great. I have no idea why they have left me with an unfinished job this long. The original installation was done over several days ending on September 12th. I do not remember the day they came to fix the latch, but I was told at that time that ****** (the project manager) would be following up regarding the outstanding issues. I have heard nothing from anyone at the company. I am hopeful that you will be able to help me get the company to resolve the unfinished items in a timely manner. Thank you so much for your help

  

  Business Response

  Date: 10/18/2022

  We meet with ***** yesterday on Oct. 17th and addressed her needs.  We will need one more trip to complete 100% of her project and we coordinator a second trip to complete the remaining items in November as discussed around *****'s schedule.  

• Initial Complaint

  Date:10/02/2022

  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.

  Windows were sold to us under false pretenses. Salesperson said no chance of warping, but another window supplier informed us that ours will warp due to how they are constructed. Additionally, windows leaked immediately, to the point of us having to stuff plastic bags in the large gaps. They were clearly undersized for the frame. We have called between **** times in past 10 months or so with promises of service department calling us back and scheduling. Not once has that happened. This company has no integrity whatsoever! I am livid, after all the promises of great products and even better service. They are no better than car salesmen. One window even has a crack in itfrom nothing. Literally just appeared. It is a window that is never opened and no risk of anything even hitting it. Someone needs to get out here and see the crappy craftsmanship, fix this, and answer some questions!

  

  Business Response

  Date: 10/04/2022

  ****** & ***,
  It sounds like our service department contacted you yesterday and will be out today (Oct. 4th) to address your issues.  As for your cracked window, the order was placed yesterday for a new one.  We have many units in the ****** area, identical to your windows, and we have not experienced any warping.  You do have a lifetime plus warranty with us incase any future issues arise; we have you covered.  We appreciate your business and will resolve this in a timely manner.

• Initial Complaint

  Date:08/30/2022

  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.

  The screen sash locks have failed repeatedly, breaking off in the frame. Lifetime claims they warranty their windows for my lifetime - yet they won't provide replacement parts; and won't even return my calls! The customer service rep won't return calls, Dm's - even though I have been trying for 2 months.If you make the mistake of buying from Lifetime - be aware their warranty is worthless, they will leave you all ***** if you need help.

  

  Business Response

  Date: 09/20/2022

  Our service Tech ******* reached out to the homeowner and dropped off new screen tabs at his home on Sept. 16th.  I had a follow up call with **** today, was happy to receive the new tabs and had no other issues.  
  
  Have a great day,
  
  *****
  

  
  

• Initial Complaint

  Date:08/10/2022

  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.

  Replacement window to primary bathroom was incorrectly measured and installed. The gap left by improper measurements is approximately 1 - **** inches along the entire length of the top of the window. Width was correctly measured and is a good fit. Installer solution was to bend and cut a secondary piece of aluminum, fill the gap with foam and caulk a connection line on the outside and inside thus creating two seams along the top of the window (one between the rough-in and window and between the new window and "extension". I expressed my concerns at the time of the install and later with subsequent emails to the sales representative, the Director of Operations and finally the Director of Windows. The last response received by the Director of Windows is the gap was smaller than I stated and this is "common practice" to fill the space. He did not personally see the gap before or after the installation.This is NOT a long term solution since caulking (especially exterior facing) has a limited life and will require additional maintenance beyond the normal maintenance of a properly measured window. The only way to maintain any caulking is to replace it. Typically caulking around the outside edge would be maintained prior to when the exterior of the house is repainted. There is NO way to paint this second line of caulking.Caulking failure is not covered by their guarantee for the window.I want Lifetime Windows to remeasure and replace the window with a new, factory built, replacement window.

  

  Business Response

  Date: 08/21/2022

  *****-

  Our Director of Operations will be reaching out to you directly to resolve this issues.

   

  Thank you,

   

  Lifetime Windows & Siding 

   

   

  Customer Answer

  Date: 08/31/2022

  As of today (8/30/2022), Lifetime Windows sent out a technician on 8/23/22 to measure the opening for a replacement window as per my request.  I am supposed to get a call or email when the replacement window has been ordered but have not received confirmation.   Until I receive confirmation, this remains only a verbal commitment from Lifetime Windows and my complaint continues as there is NO change to the product installed at my home.  Until the window is installed, the complaint is still active and I am pursuing this to the full extent possible.

   

  On 8/23/22 the technician also mentioned the installer did not center my window vertically in the opening by leaving all the open space at the top of the window (as seen in the photo).  Now, I have to monitor the measurement and the installation of the replacement. 

  Customer Answer

  Date: 09/07/2022

  Another update from this complaint. 

  The representative that came to measure my replacement window has now promised me TWICE that he has ordered the replacement and would email me information.  I even spoke to him directly on the phone to ensure that the email address was correct and followed up with a text message containing my email.  As of today (9/7/2022) I have not received any confirmation.  For some reason, he wanted me to work directly with him and not his supervisors so I can only think he is covering up or putting me off since has not been forthcoming
  

  --***************************

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

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

  

  Business Response

  Date: 09/07/2022

  *****-
  The order for your new window was placed on September 1st, and the *** is Oct. 6th.  We've left you a voicemail and sent an email with an update.  Ill reach out to you again tomorrow if I cant get ahold of you today.  Our ************ **** has kept our team in the loop with the re-ordering of your window, hes a great ************ and was not covering anything up.

  
  Hope you have a great day,

  Customer Answer

  Date: 01/08/2023

  I wish to update this complaint as Satisfactorily Resolved.  Lifetime Windows re-measured, reordered, and installed a new replacement window that now fits properly.
  
  
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