Complaints
This profile includes complaints for LEI Home Enhancements's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/15/2025
Type: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 our home in late 2018 and the prior owners had recently installed new windows through LEI and ******. The windows carried a transferable warranty to us and additional coverages were written into the contract. In November of 2019, the large windows in the great room had busted seals and leaking corners. LEI took 7 months to address the concerns, but they did replace and repair the windows in question. Work was completed June 2020.
In December 2021, the same windows had broken seals and leakage. They came out and wrote a service order but did address the windows until the end of 2023. They replaced several windows and sealed the others. Currently, we are trying to address yet another claim on the SAME WINDOWS. We filed this most recent claim in October of 2024. The windows are leaking and again have busted seals causing fogging and discoloration. They claim we are now out of warranty (these windows are less than 2 years old) and will not honor the warranty. They confirmed they are faulty and ordered us raw pieces of glass for us to have installed by someone of our choosing. Just pieces of glass! They recognized the windows are again leaking, have broken seals, and won’t stand behind their product. They sent some glass to a warehouse and told us to figure it out from there. We had a contractor reach out them to collect what we thought was our replacement windows, but they just ordered glass, no one will install glass! We would like to never have to deal with LEI or ****** again. A full refund of the original purchase price of their faulty windows, should allow us to find a reputable company to install new windows that have a life expectancy of more than 2 years!
****** ###-###-####
LEI Tina B****** ###-###-####
These are our points of contact for the claims we have made. They are the parties responsible for selling faulty merchandise and no honoring warranty coverages.
Business Response
Date: 04/16/2025
Thank you for reaching out to LEI Home Enhancements and the Better Business Bureau. At LEI, we take pride in our customer service and always strive to ensure our customers are fully informed and supported.
After thoroughly reviewing your warranty claim, service request, and previous communications with the LEI Admin Team, we understand that you are not the original homeowner who purchased the products in question. As such, we would like to clarify the terms of the warranty coverage.
The product/material warranty is provided by the manufacturer, ******, and is transferable under specific terms. However, as previously discussed, the labor portion of the warranty is not transferable and is only valid for two years from the original contract date. This is standard practice and clearly outlined in the warranty documentation.
Throughout this process, we have made multiple efforts to provide assistance beyond what the warranty requires, including covering several labor charges at no cost to you. Additionally, in an effort to support you further, Tina from LEI Home Enhancements personally spoke with an independent contractor working on your behalf to help identify the specific products originally ordered. This was done to ensure he had the correct information to better understand the materials and provide you with an accurate installation quote.
In March of 2023, our certified service technician also offered a recommended solution, which was unfortunately declined.
Please understand that, as you are not the original purchaser, we are unable to issue a refund for the product. Both LEI and ****** have honored the warranty to its fullest extent, in accordance with the terms provided at the time of purchase.
We value your feedback and regret any inconvenience this situation may have caused. Should you have further questions or wish to explore additional service options, we are happy to assist.
Sincerely,
LEI Home Enhancements Customer Service TeamCustomer Answer
Date: 04/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.1. The warranty had extended coverages added to it and that included a full transfer of the warranty.2. You are not even honoring the basic warranty that covers the product. You tried to offer us a few random pieces of glass which is not what was originally purchased from your company. The original purchase contract was for WHOLE windows and installation. No one ordered pieces of glass.3. We have NEVER refused solutions offered to us by LEI or ****** to fix the windows.4. We asked to have and ****** rep come look and you said they are unavailable, yet I called your sales line to see how far installations are out and they said within 2 weeks of delivery of the windows. Installers are available, but not to us apparently.5. You acknowledge the windows are leaking, shaking, and have broken seals, but state its not significant enough to address all the problems. Pools of water in the corners of my windows is not significant? Failed seals and shaking in the wind is also not significant? Instead a few pieces of glass provided directly to us should do the trick?? What are we supposed to do with pieces of glass?6. Your warranty also states that your windows last far longer than 2 years, yet these are exempt?
Regards,
***** ********
Business Response
Date: 04/23/2025
***** ******** is not a customer of LEI Home Enhancements. The warranty is transferable under ****** not LEI. We have gone above and beyond for her, we have covered fees to try to appease her. Now we are here because she was told that she needed to go through the warranty claim site and pay a service technician to install the materials if she didn't want to do it herself.
LEI is not scheduling because the warranty is not through LEI. Everything is through ******. The product, the warranty and the service technicians.
We are not able to do anything further because she is not the original homeowner.
Thanks,From: Shannon M*****
Customer Answer
Date: 04/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.I am a customer and have work orders from your and ******. Yes, we inherited your poor performing windows but that doesn’t exclude you from backing the products and warranty you offer.
your warranty states (this is Does not include the extension written on the original contract which covers service warranty for 50 years on all products installed in this home) This limited warranty from *** **** window system is transferable one time from the original purchaser to the assessor owner of the property, within the first 30 years of window installation. Upon transfer, the transferred warranty shall be limited to the unexpired remaining portion of such 30 years from the date of window, install installation and she’ll not be further transferable. In the event of property transfer, the subsequent owner will be responsible for the following charges:
0 to 10 years no charge
11 to 15 years 50%
We are the assessors you offered a 50 year service warranty covering all windows written in the original contract. At minimum without this extension, we would be covered at 50%. You’ve offered nothing. We are within the 10 to 15 years of original installation. Beyond that, the windows we have installed our two years old, therefore 0 to 10 years applies! No charge to customer!
You have installed three sets of bad windows in my home. Honor your warranty on your products. I will reattach the original purchase contract from 2014 which offered the 50 year service warranty on these windows. I will take a picture again of your warranty saying 0 to 10 years no charge 11 to 15 years 50%. You offered me nothing but pieces of glass that were not even in sashes and no installation. That does not honor your warranty. I am your customer you put these windows in my home two years ago.Regards,
***** ********
Business Response
Date: 05/02/2025
Thank you for your communication regarding this matter.
At LEI Home Enhancements, we take pride in our commitment to customer service and strive to address all concerns in a fair and timely manner. In this case, we believe we have gone above and beyond in supporting this service request.
The windows in question are covered under a 50-year manufacturer’s warranty provided by ******, which covers the product itself, not labor. LEI Home Enhancements provided labor coverage for the original homeowner for the first two years following installation, in accordance with our policy.
As a courtesy, we extended additional support by covering labor and trip fees for the subsequent homeowner, although this is not something we are obligated to do. It is important to note that the warranty is transferable through ******, not through LEI Home Enhancements.
At this point, the customer is welcome to reorder any necessary materials and arrange for installation through a provider of their choice. ****** also offers service technicians who can perform the work, though any associated service fees would be the customer’s responsibility.
We appreciate the opportunity to clarify this matter and remain committed to transparency and fairness in all customer interactions.Customer Answer
Date: 05/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Dear *** ********,
Can you clarify if you have and/or willing to contact the company ****** to honor your manufacturer's warranty?***We have tried to contact ****** and they refused to talk to us and said we had to go through LEI. We even tried to contact the tech that install them and no reply. We have tried to get LEI to address the windows and they say we are responsible for their 2 year old defective windows and they will not help us.Can you clarify if you have and/or willing to accept the additional support of LEI by accepting the offer of the labor and trip fees covered for the consumer?***It is their defective products and/r faulty installation. Therefore, they are responsible for fixing the windows. We are not willing to pay to fix their defective products.
Regards,
***** ********
Initial Complaint
Date:10/01/2024
Type: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.
Since November of last year I have been trying to contact about a window that was a remake that does not fit to latch. either the top or bottom pane is too large and is about a half inch from latching. My boyfriend has been emailing since before that time and no response has been received. i was sent to alside to file a claim and received parts instead of a resolution. Multiple times i have reached out to Jalen and multiple times he said he would have a resolution. i have never received more than a 'this is important and at the top of my list' to only not receive a response months later. I am now at the end of my rope with this when all i want is my window to actually work how it should and latch. a lot of air is escaping into the house through this window and the windows are supposed to be covered and/or warrantied which neither has been followed through. I would not recommend this company to anyone if you want to have a responsive company that will actually have a resolution.Business Response
Date: 12/06/2024
Dear ******* *****,
We sincerely apologize for the experience you had. At LEI Home Enhancements, we are committed to providing the best customer service possible and regret that we fell short of your expectations.
When using the manufacturer’s warranty claim site, LEI does not have direct visibility into claims submitted through their platform. As a result, we may not have been aware of your claim initially. However, I see that we were able to address the issue and get the necessary materials ordered for you, with resolution on 11/18/2024.
If you have any further concerns or questions, please don’t hesitate to reach out to our corporate office at ###-###-####. We’re here to assist and ensure your satisfaction.
Thank you for bringing this to our attention, and we appreciate your understanding.Initial Complaint
Date:06/06/2024
Type: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.
Roughly 3 years ago, I have purchased windows from LI home enhancement they installed them. I have complained from day one that they have leaked. I have frost I have air filtration. They have been out numerous times trying to repair and have failed. I have two reports from two different inspectors that the windows are bad, and they basically will not stand behind the product. I have numerous emails and text messages back up.Business Response
Date: 11/26/2024
Dear *** ****,
Thank you for reaching out, and I’m truly sorry to hear that you are still experiencing issues with your windows. I understand how frustrating this situation must be for you.
Earlier this year, Paxton M********, our National Installation Manager, visited your home to inspect the windows. After a thorough evaluation, we confirmed that the windows were installed correctly and were functioning as expected. The two windows in question—the ones in the kitchen and master bedroom on the left side of your home—were assessed, and we offered to make adjustments to improve their performance. However, at that time, you declined the proposed work.
We genuinely want to resolve this matter for you, but as mentioned, we are unable to make further improvements without performing the necessary adjustments. We believe that completing this work could help address the concerns you’ve raised.
We also want to address an important matter regarding communication. Unfortunately, our team stopped responding to your messages due to the inappropriate and threatening nature of some of the correspondence we received. We want to ensure all interactions remain respectful and productive, so we kindly ask for a collaborative approach as we move forward.
Please let us know how you would like to proceed.
Kind regards,Customer Answer
Date: 12/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.I have had multiple inspectors out here to look at my windows. I have documentation of all emails from LEI. There has been nothing said about fixing other windows other than just one I have been told by multiple people in your company. There is nothing wrong with them come up and enjoy Wisconsin winter and you can inspect them yourself. Best regards.
Regards,
**** ****
Business Response
Date: 12/11/2024
Dear *** ****,
Thank you for bringing your concerns to our attention. We value open communication and strive to maintain a strong understanding between LEI and our customers.
As you may recall, our Regional Installation Manager visited your home and offered to adjust two windows as a resolution. Unfortunately, this service was declined at the time. However, I would be more than happy to resubmit a service request to the manufacturer to address these adjustments for you.
Please let us know how you would like to proceed so we can work together to resolve this matter to your satisfaction.
We appreciate your patience and look forward to hearing from you.Customer Answer
Date: 12/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I believe there are 2 options1 replace all of the windows or repair them so they don’t leak (too our satisfaction)2 refund my money so I can buy new windows that don’t leak
Regards,
**** ****
Business Response
Date: 12/13/2024
Dear *** ****,
We completely understand your desire to have this matter resolved, and we share that goal. However, we wanted to address that in the past, service was declined. Moving forward, we’re more than happy to assist you by submitting a new service request and working towards a resolution.
We have been in communication with your wife, who has provided helpful pictures and information. She has also followed the correct procedures by submitting a warranty claim through the warranty claim site. To streamline the process, LEI will submit a claim as well, linking it to claim number ********. This will ensure that both the local team and the warranty team have all the necessary information to address this matter effectively.
Please let us know if there’s anything else you need or if you have further questions.Customer Answer
Date: 12/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I have heard this for the past 3 winters here so I will believe it when the are fixed or replaced
Regards,
**** ****
Initial Complaint
Date:01/22/2024
Type: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 have claimed a warranty repair by the company over two years ago. Within the past 12 months the installer called me and asked if I still needed the window as it was in their warehouse. I said yes and he said they would get back to me to schedule a time. I never heard back so I call the company the warranty is under and spoke to a Darlene B*** (sp?). She stated the warranty covers the windows, but not the labor, but since the issue has taken so long They would cover the repair labor. I have tried calling and left voice messages, with no return calls. I just need to get my window repaired/replaced.Business Response
Date: 01/31/2024
LEI Home Enhancements takes pride in providing the best customer service. We did receive a call/voice message from *** ******** on 1/22/2024. We immediately started working on his complaint as soon as we received his message. Since his complaint the service materials have been received and he should be hearing from our service department to schedule his service.Initial Complaint
Date:11/01/2022
Type: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.
Good morning,
We were excited to order LEI windows for our whole home back in August of 2019.
However, it was problematic from the get-go, and was never resolved.
Even now, more than 3 years later, the work remains incomplete.
LEI has a two-year warranty, so they can claim it has been two years... but since the problems began at INITIAL installation, and were NEVER resolved, it would be nice to have these issues covered.
Communication:
> It has been difficult to get responses from LEI.
> Eventually, we could get a response, but it may be a month or a few months before hearing back.
> Sometimes it seemed like they were waiting on us, and we were waiting on them... it was very confusing at times as to what needed to be done to get the issues fixed.
> Threats of placing a lien against our home for non-payment were made.
> But from the beginning, we agreed to pay the down payment, and hold the balance until the job was complete.
> We are ready to pay and are simply waiting for the job to be done.
Quality:
> The quality of the product was not as good as the sales pitch.
> The windows had unfinished looking corner welds, many of the windows arrived with broken 'window pulls' (the part you pull down on to open the window), many of the windows showed up with broken glass, foggy/moldy looking glass - meaning the gas seal was broken, many of the windows were very difficult to open or close, many of the windows would fall down all the way - and now stay just a little bit open, windows were mismeasured, etc.
> Everything that could be wrong (cosmetically, functionally, and safety) was wrong.
> The problem was not LEI's unwillingness to fix the issues... actually this was one of LEI's strengths. LEI was very helpful in scheduling the service team to come replace the broken, or bad quality windows.
> However, when most of the replacements had all of the same problems, we started to get concerned.
Wait Time:
We are still waiting, 3+ years later.Business Response
Date: 12/01/2022
Mr. & Mrs.
Martini,
We are so sorry to
hear of the problems you have had with your windows. LEI Home Enhancements
takes pride in the quality of our products and in our customer service. In
fact, our company founders started our company specifically to address customer
service in an industry they found it lacking.
For this reason,
our Chief Marketing Officer called and spoke with you and your wife on November
15 to go through your experience and put a plan in place to correct any
remaining problems. Since that time, we have placed an urgent order to have
your remaining windows replaced at our cost. We will continue to keep on top of
this and ensure we keep in close communication until the job is completed to
your absolute satisfaction.
Again, we sincerely
apologize your experience with our company has not been ideal. Once we have
rectified this situation, we hope you will enjoy your windows for years to
come.
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