Complaints

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

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• 

  Leaf Home Stair Lift

  1595 Georgetown Rd Hudson, OH 44236

  
• 

  Leaf Home Stair Lift

  3235 Intertech Dr Ste 100 Brookfield, WI 53045-5141

  
• 

  Leaf Home Stair Lift

  7943 Flint St Lenexa, KS 66214-3333

  
• 

  Leaf Home Safety Solutions

  421 Enos Reed Dr Nashville, TN 37210-4301

  
• 

  Leaf Home Stair Lift

  1266 Middle Rowsburg Rd Ashland, OH 44805-2813

  

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:02/01/2023

  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.

  Shower installation. Continuos back ups in the shower. Plumbing under shower is incorrect. Contractor has the the pvc running up hill out of the trap. Water wont drain.

  

  Business Response

  Date: 02/07/2023

  Services have been scheduled for  2/8, to be completed by the end of the day.

  

  Business Response

  Date: 02/09/2023

  [BBB transcription via email]

   

  Services were completed on 2/8. This matter is resolved.

   

  Customer Answer

  Date: 02/09/2023

   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:01/25/2023

  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.

  Initially i wanted to get an estimate for bath tub remodel. They continually call me multiple times per day even after verbally telling them to stop and also have written to them stating to stop calling so far I've had more than 20 calls after telling them to stop.
  
  They need to stop calling me. Very unprofessional and will never hire this company.

  

  Business Response

  Date: 01/25/2023

  We have removed them from all future advertising. This matter is resolved.

  Customer Answer

  Date: 01/25/2023

   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:01/12/2023

  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.

  In July 2022, we had a walk-in shower renovation done by Leaf Home Safety Systems. They installed a shower pan that has six deep grooves in the pan to channel water to the drain. In addition, after installing the pan, it was two (2) inches narrower than the shower pan they removed. Because of my age (68) and multiple surgeries I have had done to my legs, I have trouble standing in the shower without having to hang onto a bar or the door. The grooves make me unstable in the shower.
  I called their customer service number in October and no one communicated with me until December. I was told someone would come by to look at the situation at three different times and no one showed up. I finally received a call from one of their local people two weeks ago so he could understand better what the issue was and he promised he would get back to me that Friday, two weeks ago. I have not gotten a call from him and I have called his phone several times and he won't answer my calls, nor will anyone else at his office.
  I am now at the point of having to look at other options to try to get this fixed, including having it torn out and starting over with a new shower installed.

  

  Business Response

  Date: 01/25/2023

  The system was installed per the agreed upon contract. Customer’s
  grievances are due to the grooves in the bottom of the shower pan. The grooves
  are necessary for proper water drainage out of the shower. Per customer
  request, Leaf Home Safety Solutions representation has reached out to the
  vendor to see if there is a solution for this, and we are currently waiting on
  a response. Once we have heard back from the vendor, we will contact the
  customer to discuss.

  Customer Answer

  Date: 01/26/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am waiting on resolution from the Regional Manager.  I have not heard back from him since Monday of this week.  Once we have agreed upon the proposed solution, I will close this case.  

• Initial Complaint

  Date:12/28/2022

  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.

  Around mid November the company charged me 9grand to redo my shower. Did not finish the job correctly damaged my bathroom. They will not fix anything even after they verified everything that I had said. They ignore calls and when they do pick up they set dates to return and don't show. They won't refund anything so I can get there work redone.

  

  Business Response

  Date: 01/11/2023

  Customer has a service appointment for 1/11/23 between 5 pm - 6 pm.  

  Customer Answer

  Date: 01/13/2023

   I am rejecting this response because:
  
  the appointment was made for 11am to 1pm then 5pm and didn't show up till 6. The installer was not aware of all that had to be done and was amazed on how poorly the job was handled.  He did not fix any thing cause he had wrong to no material. And I can't post all my 
  

  

  Business Response

  Date: 01/20/2023

  An installation manager has reached out to the customer to discuss the issues the customer is having. The installation manager will be contacting the customer to schedule once an installer has been found.

  Customer Answer

  Date: 08/08/2023

  [BBB - Received response by phone.]

  The manager did come out to inspect and take pictures.  The business then sent 2 installers, who ripped out the previous work. They redid everything again and the consumer considers the matter resolved.

• Initial Complaint

  Date:11/24/2022

  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 10/20/2022, Leaf Home Safety Solutions accidentally cashed a check for a deposit on a job that was cancelled. The check was written on July 20, 2022 as a deposit for a shower install, but the job was cancelled. As a direct result, I received 7 overdraft fees totalling $324 and am being charged interest on a line of credit. The overdrafts occurred:
  *10/24-$108
  *10/25 - $72
  *10/26-$36
  *10/27-$36
  
  I called into the national call center 4 times about the situation and never received a call from the payments manager. I was refunded the $300 deposit on 11/4, however not for the overdraft fees. I have called 4 additional times and asked the call center to escalate the issue, but no one has contacted me to fully resolve the matter

  

  Business Response

  Date: 11/29/2022

  We are issuing a refund check today 11/29/22, and this will be overnighted to the customer.

• Initial Complaint

  Date:11/23/2022

  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.

  Signed up for remodeling of 2 bathrooms with Leaf Home Safety.Date of Sale: 08/13/2022;Job Number: *********;Amount: $17,873 (Financed);Installation Dates: 08/29 and 08/30 and 08/31 for both bathrooms;Issue: Installed with wrong finish, wrong doors, shower water pressure gone down in both baths. Brought to their notice the same day;Leaf Safety accepted their mistake and agreed to adjust a small amount and said would fix with new fixtures and new doors for both bathrooms. I have been reaching out to them for the fix since then, they have scheduled the fix more than 4 times on different dates and no one shows up on the date of install. Nobody cares to inform either if they aren't coming on the scheduled date. I have tried to escalate the issue at different levels within Leaf Safety. Every time I escalate, someone calls me from the installation team and schedules a date for the fix and then don't show up. I have the entire timeline and text messages exchanged with their team, if you need more details.I have made the downpayment and financed thru ***** Fargo. Seems this isn't a priority for them as they already got the money.I have a day job and I have wasted lot of my time and energy and effort following up on this which should have taken a day or two, maximum to fix. I need the job done. PLEASE HELP.

  

  Business Response

  Date: 12/07/2022

  Our installation manager was out on12-7-22 and adjusted the customer's glass shower door, replaced 2 shower heads, replaced the trim kit and adjusted the water pressure. Customer was happy and satisfied with the work.

  Customer Answer

  Date: 12/08/2022

   I am rejecting this response because:

   

  ****** (the installer) came on 12/01 and fixed only downstairs shower-head. He is yet to replace the drain cap in *******************. He said **** would come and fix the drain cap next day, no one came. This is still pending.

   

  Upstairs shower-head has a blockage and this was the cause of low water pressure. As per ****** that shower-head needs replaced. This is still pending. 

   

  ****** (the glass guy) came on 12/05 and did the shower door fix, no issues on this so far.
  

  
  

  

  Business Response

  Date: 12/12/2022

  All repairs were done on 12-9-22 to the customer's satisfaction. Customer signed off on all the work on *******.

• Initial Complaint

  Date:11/22/2022

  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.

  On 11/14/22 Leaf Home Safety Solutions installed a stair lift in our home and I paid cash On 11/15/22 my husband went into the hospital i called the salesman ***** to inform them that I wanted the stair lift removed and my money refunded he told me he would have someone call me back they never returned my call so I called on 11/16/22 i called the number on the paper ***** had given me and spoke to ***** i told him i wanted the stair lift removed and my money returned he said that would not happen that I had already signed off on it and i also told him it was not charging he said he could send a technician out to fix it but not remove it I said ok then I will be calling the better business bureau on you and the attorney general office he then said that i was being rude and he needed to hang up and he did My sister then call on the 21st and talked to ***** he also informed her that the money would not be returned and the stair lift would not be removed she told him that we would be call the BBB and a attorney he said you would really spend all that money to go to court she told him its not about the money its the principal he told her he technically did not have to speak to her because she was not the home owner she thanked him for speaking to her that she appreciated it then she read the notice of cancelation to him that it states THREE BUSINESS DAYS and at the bottom has until midnight 11/16/22 to cancel she also told him and that they were breaking the law if they did not refund her money and remove the stair lift he then told her that she was being rude and he would have to have someone higher than him call her back which they have not that is why we are filing a complaint

  

  Business Response

  Date: 12/01/2022

  We went over the contract with the customer and explained the three day cancelation policy to her. Customer stated she understood and we went out on 11/30/22 and service the customer's stairlift. Customer signed off and the service ticket, and our product is working as it should.

• Initial Complaint

  Date:11/22/2022

  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.

  At the at this point I do not have running water in one of my showers. And just to get to the point they've made several attempts to repair the valve but because they could not find a solution they started to lie about the situation. I have another shower I have no need to pay another plumber I did ask them to actually bring a plumber because they kept sending a 20-year-old contractor that does not know what he was doing. So now they stipulated that I brought in a plumber in there for they don't want to repair it. Like I said why would I do that I have another shower and I live by myself this is for a second shower. ************************* is the sales manager and he's the one that I actually have a complaint with.

  

  Business Response

  Date: 11/25/2022

  Our installer has been out to the customer's home and everything we have done is working as should be. The customer was having hot water issues prior to our installation and we have recommended that the customer have a plumbing service come out and look at her hot water tank and pipes in the home. We do have an appointment for Thursday 12/1/22 that afternoon to go out and replace / clean the shower head and look at the valve.

• Initial Complaint

  Date:11/17/2022

  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.

  03/*6/2022-03/*7/2022 Home ********************** Failed to stick to deadlines in addition to more significant problems, damages and unauthorized employees working on job site. We have gave ample time for a resolution, with no response from the company! Worker damaged and broke Numerous Floor AND WALL Tiles, including busting grout, RUINED OUR 2 SINK VANITY AND TOLIET. LEAF HOME SAFTEY WAS TO REMOVE TUB AND REPLACE WITHWALK IN SHOW - THIS WAS TO BE COMPETED IN * DAY AT THE MAX * */2 DAYS PER SALES AND PM THAT CAME AND REVIEWED PRIOR- MATERIAL THEY SAID THEY USED THAT WAS MADE BY there COMANY WAS FROM *********** THEY LIE TO THE COMSUMERS. DESIRED RESOLTUION: COMPENSATIONS FOR THE COST OUT OF MY POCKET FOR THE DAMAGES THEY DID IN MY HOME. THE COST OF ALL FLOOR, WALL SHEETROOCK, TOLIET AND DOUBLE SINK VANITY IS WHAT THEY DAMAGED. THE *** WAS NOT COMPLETED. . ****** AND ***************** OFFERED TO HAVE ANOTHER CREW COMPLETE ***, WE DECLINED AFTER ALL THE RUN AROUND, AND THEN A SUPERIOR OFFERED FREE UPGRADE, AGAINWE DECLIEND AFTER FINDING THEY USED ********** PRODCUTS AND NOT THEIRS. THEY COMPLETELY LIED ABOUT EVERYTHING TO US. I HAVE PICTURES TO UPLOAD TOO

  

  Business Response

  Date: 11/28/2022

  Customer contracted with LHSS to install Acrylic Shower ******** System on 3/9/22.  Installation included demo and typically takes 1- 3 days.  Installer began prep work of 3/16/22, including demo work and rough plumbing.  Installer did not lay down tarps at customer instruction as they were replacing the vanity and toilet.  Customer called office on 3/17/22, stating installation was taking too long.  On 3/18/22, customer refused to allow completion of installation.  Installation manager and sales manager reached agreement of cancellation of contract and full refund of down payment.  The customer cashed the check on 4/26/22.  LHSS is unaware of any damage as customer has not forwarded pictures and estimates for this alleged damage to review.   LHSS requests customer send the pictures and estimates through the BBB.

• Initial Complaint

  Date:11/09/2022

  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 bought a stair lift from this company. I purchased it from the because I was informed it had a lifetime warranty. It was installed in 2/2022. Two or three weeks, it stopped working. The battery went dead. They would not come and check it out for a couple of days. They sent someone out and they confirmed it was the battery. They told me it would costs $150 to replace. I asked about the lifetime warranty. He told me to buy a battery and they would install it. I can&#**;t get downstairs without the stair lift. He came back with the battery. They asked me if I paid the $150. I told them no. I looked at the paperwork and it says the battery is under warranty for the first year. They told me they didn&#**;t know this. The battery went out again. They told me it would be a few days later. I told them it was unacceptable. A tech came out and changed it again. I&#**;m afraid to use it.

  

  Business Response

  Date: 11/25/2022

  We serviced the customers home 10/19/22 and found the lift had been unplugged therefore the battery was dead. The customer had other trades working in her home and they unplugged the stairlift for an undetermined amount of time, we plugged it back in but checked back with the customer to see if it would recharge. On ********, as the battery was still dead, we replaced the battery for free as the original would not recharge and the customers battery was still under warranty. Per our Limited Lifetime Warranty, there are outlined exceptions. Batteries are limited to one (1) year when recharged with an LHSS supplied/approved charger. We sent a copy of this warranty to the customer via email explaining this in detail. The customer has been advised to reach out to our service department with any service related issues.
  
  We have reached out to the customer to go over the warranty but to date have not been able to reach her nor have we heard back from her.  At this time the stairlift is working as it should.