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:10/31/2022

  Type:Product 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.

  My handicapped husband and I are in our 70’s. We contacted Leaf to improve our shower so he could use it. ***** **** came to our home September 20, 2022. We didn’t want to spend a lot. She gave us a price around $12,000 which I felt was too expensive. We wanted the night to discuss it; but, of course, the discounts would not be there the next day. She said we had three days to cancel with a full refund. We wrote a check for a $1,000 deposit. That night we decided we couldn’t really afford it. On September 21, 2022 we called and cancelled and also sent the cancellation notices she gave us. She called us on September 21 offering lower prices and we said, “No”. We were told by her and in the signed contract that a refund would be made in ten business days.
  
  We called on October 11, 2022 and ****** told us the check was being cut that day. We received nothing. We called again on October 28, 2022 and (I believe I spoke with ******) I was asked to give her Friday (October 28) and Monday (October 31) to look into it and she promised to call me back on one of those two days. I have heard nothing. We have been waiting well over a month for the return of our deposit which was supposed to take 10 business days. We have heard nothing but lies from this company and feel they may have never planned to return our money.

  

  Business Response

  Date: 11/02/2022

  This customer's check was sent out on 11/1/22 and will take 7 to 10 business days to receive in the mail.

  Customer Answer

  Date: 11/02/2022

   I am rejecting this response because:
  
  
  The company did call me to day to tell me that they had cut a check and it is in the mail. However, I have been told that the check is being cut in the past and did not receive anything in the mail. As I told the person who called me, I will believe it when I receive the check and it is cashed and I do not receive a NSF on it. It seems strange that a check could take 10 days to arrive from a company which is about 1/2 hour from our home, but we will see. 
  

  I will be glad to close this once I have received and deposited a valid check.

   

  ***** *****

  

  Business Response

  Date: 11/03/2022

  This check was sent out from our Corporate office in **** on Tues. 11/1/22. We did call the customer and confirm with her the check has been sent. It should take 7-10 business days to receive in the mail.

  Customer Answer

  Date: 11/08/2022

   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:10/06/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-14-22 I paid $10,000 as deposit for a nearly ****** home stair chair lift. n 8-24-22 ********************************* came and cancelled he lift because there was a doorway st the bottom of the stairs and he said that was not allowed. I asked for my deposit back and he promised it would be sent promptly and he left me his phone #. It is now 10/6/22 and my refund has not been received. I called him 8/24/ 9/7, 9/19/ 9/26 and 10/5. On 9/26 he provided me with a phone # to the corporate office. I talked to that person on 9/27 who said he would have the check sent that day. Still nothing. On 10/4 I called him again, left message, no response, I need my $10,000 refund.

  

  Business Response

  Date: 10/07/2022

  Customer's refund check was sent out on 10/4/22 in the mail and it will take **** business days for the customer to receive it.

  Customer Answer

  Date: 10/17/2022

  [BBB Transcription via Phone]

  I am rejecting this response because:

  I don't reject the refund. However, I still have not received my refund. 
  
  

  
  

  

  Business Response

  Date: 10/18/2022

  The customer's refund was an Electronic refund, transferred back to the customers account on 10/4/22.

  Customer Answer

  Date: 10/20/2022

   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:10/03/2022

  Type:Sales and Advertising 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 Sept 2022, I paid $16K for Leaf Home Safety Solutions to install a walk in shower for my bathroom. I am 85 years old and fearful of falling in the original bathtub. This company performed the work over 2 days and left the bathroom with holes in the walls, drywall chunks had been swept into the floor air vent, the shower itself had damage where the smooth wall was scraped, the shower had a 1/4" gap at the outer edge and they used excessive amounts of caulk to poorly fill the gap. The craftsmanship and finish work is absolutely terrible for the amount of the expense charged to do this work.My son-in-law came over to inspect the work a week after the job had been completed, and notified the territory manager (******* ******) by phone call as well as texted pictures of the issues and to document the complaint of the poor workmanship. Mr. ****** replied he would return a call to the son-in-law as soon as possible, however its been 3 weeks and no return call.

  

  Business Response

  Date: 10/06/2022

  We will be doing a complete Redo on this install.

  

  Business Response

  Date: 10/13/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 10/12/2022]]

  Product has been ordered and will take approximately 3 weeks.  Once we receive the product from the manufacturer, we call customer to schedule service.

• Initial Complaint

  Date:09/23/2022

  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.

  In June we hired Leaf Home Safety Solutions to replace a tub, shower and surround with a new walk-in shower. The contractor did a good job we thought and enjoyed the new shower. About two weeks after the instal, we noticed water dripping our bathroom into the basement. There was enough water to cause concern because the floorboard under the shower was pretty wet and we could see the water dripping. We called the company and they sent the installer to our house, who inspected everything and said he taped up part of the pipe going into the shower and recaulked the area around the water valve in the shower. Everything was fine for about two weeks, but then the leak started again through the floorboard and leaving a puddle on the basement floor. They sent the installer our again who said he saw no evidence of a leak in the basement, he also checked behind the access panel. We were perplexed, but accepted his word. We noticed a small leak under the shower in the basement, but let it go at that point because it was not happening all the time. About two weeks later, we noticed the leak from the bathroom was bad. The floorboard was wet. There was a puddle on the floor. We called the company again and they sent the installer out again, who proceeded to tell us we were splashing water on the floor as we took showers. Two days later, the puddle was on the basement floor again, the floorboard was soaked, and the wall paint was starting to bubble outside of the shower and behind it. A manager then came to our house who said we were splashing water out of the shower when we took one. Today, I actually took the handheld shower head and sprayed the wall in the shower. Water was all over the floor in the basement, the floor in a closet where the access panel is wet, and we can see water dripping down the pipe leading to the faucet.

  

  Business Response

  Date: 10/07/2022

  Customers has had everything fixed and is now satisfied with the work.

  Customer Answer

  Date: 10/07/2022

   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:09/22/2022

  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.

  I am a 73 year old female who has three pphysical disabilities; as follows Heart Condition ( triple bypass 2019, Back and Knee surgery in the past 4 years) I need the bathroom upgrade due to my health.
  In February 2022, I , contracted with Leaf Home Solutions for $10,000.00 to install a shower in my home. I know now that I was over charged. I was told this job would be finished in 3 to 5 days, which would have been around mid February. It is now mid September and the job has not been completed to my satisfaction. From February 2022 to the present.
  September 2022 Leaf has sen 5 different installers on 5. different dates to finish the job. Problem is that the initial installer did not have the skill set or experience to do the job that Leaf advertises. The workman ship is less than poor, for instance the back wall and side wall color did not match, grout lines color did not match , the drain was not properly set in, trim was and still is not cut evenly, wall around the tub was disturbed, due to being widened (contractors decision) and was never repaired properly The project manager **** made numerous promises to finish the job satisfactorily, but never has. **** has been to my home several times trying to justify the mess. I was told by **** that I could find someone on my own to fix the mess on the wall and that Leaf would pay for it. I found someone two weeks ago and **** will not answer my calls or text. The person that attempted to repair the wall stated , that it was difficult working behind someone else’s mistakes and that tearing the whole out would be the only way to properly do the repair. This is the never ending mess-up and is difficult to really cover every detail of the mess in my home.
  I cannot continue with the stress or financial burden of correcting what Leaf created.I can send picture .
  I look forward to you looking into this matter. My desired relief is to have my bathroom remodeled in satisfactory manner or a refund.

  

  Business Response

  Date: 10/13/2022

  Complete redo for the shower is scheduled to be performed on
  10/19/22 

• Initial Complaint

  Date:09/16/2022

  Type:Order 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 called this company to have stair lift put in at my dad's
  
  Paid $1,000 down
  
  Got approved for financing
  
  No work has been done at my dad's
  
  Nobody at the company answer phone call or return them
  
  Dealing with a guy named *****
  
  Everyone at customer service patches you thru to their supervisor then they say
  We will call you back nobody does
  
  I think this company is scamming people out their down payment
  
  I would like my $1,000 down back
  
  But they won't give it
  Under contract we had 3 days to cancel
  
  It's a breech on their part not communicating or commiting to the job
  
  Everyone keeps with the run around
  
  ***** , 1-330-605-**** job supervisor
  
  ***** ******* 812-201-****
  Sold me the service
  
  Me and my wife been trying to get a hold of them to do the job
  
  We're over it
  
  Please help us
  317-******** me
  My wires ******* ***** 317-********

  

  Business Response

  Date: 09/27/2022

  Customers refund check has been sent today and will take 7-10 business day by mail to receive.

  Customer Answer

  Date: 09/30/2022

  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:08/29/2022

  Type:Product 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.

  Aug 11, 2022 requested and received a quote for bath to shower conversion and accepted the quote and gave $1,000 down payment by check #**** and then our credit was turned down and the sales man said he would tear up the check, but instead cashed it on 18 Aug 2022. Now the company says it will be the end of September before we can get our money back. Any help would be greatly appreciated.
  ****** *******

  

  Business Response

  Date: 08/30/2022

  Customer's check has been refunded today 8/30/22 and is mailed out. The mail will take 7-10 business days to receive their check in the mail.

  Customer Answer

  Date: 08/30/2022

   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:08/19/2022

  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.

  Entered into contract with ******************* to install new walk-in shower 7/12/22 for $11,886, not including interest. Shower was installed by ***** over 2 days, 7/18 and 7/19. On 7/19 I was asked to sign off on the job being completed, and was done to my satisfaction -- but 24 hours before I could actually use the completed shower. I did sign off on this, the work was well done. But 24 hours later when I showered for the first time in it I noticed 2 issues that I was told ***** would come back to address: the poor water pressure, and installing a hand rail on right side of shower. In showering in my old tub, I had a grab bar/hand rail on the tub to use in transferring in and out of the tub. This was not included, but I was told by ***** and service advisor **** that ***** would fix the shower pressure and install hand railing. I was told by ***** in a call and voicemail and promised by **** that ***** would be calling to schedule a date/time to address the 2 issues. ************** and said he came over one day but got no answer when he knocked. We never agreed on the day and time he showed up- he came one day out of the blue - when I was not home to let him in. so I called him back. He said he would come over Tues. 8/16 in the late afternoon to complete the 2 items. 8/16 came and I texted him around 3:50 PM asking when that evening he was coming. I got no response, so I called; his VM box was full so I couldn't leave a message.I'm an amputee over 60 and do rely on handrails to transfer safely in and out of the bath/shower. I thought I was getting something safer, but instead it feels less safe. I shower on one leg and need to reach to the right side to balance on one leg. That hand rail would give me the confidence to feel safe showering. In hindsight I wouldn't have signed off on paper until AFTER showering in it the first time, but I wasn't given that choice. You would think with "Home Safety Solutions" in name they would be concerned about safe installations.

  

  Business Response

  Date: 08/26/2022

  Service has been completed on 8/23/22. Water pressure has been fixed and new grab bars have been installed.

  Customer Answer

  Date: 09/09/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 9/8/2022]]

   

  Hello *********************,

  
  

  A service worker did come over around 8/23 and adjusted the water pressure and sprayed something on floor to make it tacky and less slippery. I don't recall getting a notice to reply in 7 days however, asking about my satisfaction to their response to the issues I've addressed with the BBB, so I am writing this. 

  
  

  They DID NOT install ANY additional grab bars as they claim below! I had requested, due to my disability (BK leg amputee), that they install a rail or grab bar on the right of the shower seat area - similar to the grab bar they took when they removed my old tub. What additional grab bars did they install on this service visit? None in my shower!

  
  

  The business name "...Safety Solutions" made my situation less safe by not replacing the grab bar taken with the old tub, and did not provide a solution or try to accommodate my disability in a helpful manner. 

  
  

  My suggestion: I'd like someone to not just install a "1 size fits all" shower, but address the safety issue created by not adding the rail/grab bar indicated. Have their company engineer "engineer" a workable solution to someone with a disability who purchased their product but needs a little accommodation to the standard installation.

  
  

  Sincerely,

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

  

  Business Response

  Date: 09/16/2022

  Service is scheduled for 9/19/22 at 1 pm 

  Customer Answer

  Date: 09/20/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (installation of a retractable grab bar to help me get in/get out and serve as a support while showering) is satisfactory to me.

   

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

• Initial Complaint

  Date:08/04/2022

  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 12/20/2021 A custom remodeling agreement and a check for $11,462 Check number ****. The company is leaf home safety solutions in February the contractor showed up and said he was ready to install my tub and in The middle of the installation ******* **** inspector came and said they must stop all work and leave. They had not obtained a permit in this case it would’ve been for electrical and plumbing. Re: INSTALL ********* ******* on February 22, 2022 I talked to a service representative requesting that they come and remove the old tub and the debris from my front porch. I sent a picture showing what was left on the front porch I was told it would be sent to the installation manager. No one showed up to remove the debris and no one contacted me about when the installation would be completed no information about the permits was ever given. On July 12 I sent an email to **** ****** requesting that all my money be returned. That was the first time anyone had contacted me since February 22,2022. I can only surmise that they did not have licensed & Bonded contractors. On July 12 I received phone calls and in the pursuing week I receive visits and more phone conversations $2000 off even $4000 off. Told this deal has nothing to do with the permits we can slide in on a Sunday. Which means they would leave me holding a debt of $2205 to ******* ****. The Fine for not having the permit in the first place and the permits themselves. I also received damage to my bathroom floor I would like $2000 for that which is the amount given in an estimate from another contractor $500 for the removal of the debris from my front porch and the return of my deposit: 11,462.00 & $2205 for the prolonged period of time without a bathroom tub on the first level of the house also at this time I do not trust them to do the right thing. Also informed by them that I would not get my money back.

  

  Business Response

  Date: 08/19/2022

  Leaf Home Safety Solutions was in discussions with the
  customer in July 2022. Customer requested that we call him at the beginning of
  Aug. 2022 to schedule and complete the installation. Since that time, the
  customer has been nonresponsive to including site visits. Leaf Home Safety
  Solutions is willing and able to discuss resolution; however, to reach
  resolution, we request the customer return the messages. 

  Customer Answer

  Date: 08/22/2022

   I am rejecting this response because:
  
  
  
  

  Customer Answer

  Date: 08/24/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 8/23/2022]]

  Consumer rejects the business response:

  The image I sent shows a  text conversation held July 21, 2022. They stated to you that I have been avoiding them or non-responsive to them which is not true they received a response the very same day although it was hours later I was at work that day. I also sent them a notice of cancellation August 4 and I’ve not had a reply back from them. They canceled the agreement with me when they left February and I did not hear from them until July.  February to July no No attempts by them to obtain permits and finish the work no contact with me other than that which was facilitated by me.  They got caught red-handed and did not try to finish the work in a timely fashion.  I’ve been basically ignored until I got you all involved.  I have returned phone calls and text messages and will receive anyone who comes here when I’m home and not at work.  I have lost confidence in this company and wish not to do any further business with them.  They make dishonest statements and they want to work outside the system.  And if I allow them to do the work without permits then I become responsible for the permits.  And the fines for not having the permits in the first place.  I was not aware that they like to work without permits nor was I informed That I was responsible for the permits in order for the work to begin.  the contractor pulled up on the front yard blocking the sidewalk and started working. That action would give anyone at first glance a thought that he has all the permits required to do what he has to do. The contractor had not one - Bold but not prepared. This job requires two permits one for electrical and one for plumbing they could not produce any for the city inspector.  So if I proceed with them I  need to pay the fines that they have occurred and for the permits.  Me paying for their mistake is not an option.  They also told me that there’s no way I was gonna get my money back.  This company made an error and does not wish to pay for it they want to pass that along to me and I feel I’ve spent enough money already and time and energy waiting for them to do the right thing and complete the job correctly I have no confidence in them now.

  

  Business Response

  Date: 09/02/2022

  Refund check will send to the customer. The mail will take 7-10 business days to receive in the mail.

  Customer Answer

  Date: 09/05/2022

   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. 

  Customer Answer

  Date: 10/17/2022

  October 14, 2022  Document signed stating that I would receive a check for  refund.       20 working days have passed. No reply to an email sent to them. Thank you very much for your time and assistance with this matter. 
  
  
  
  

  

  Business Response

  Date: 10/18/2022

  The customer's check is being overnighted today 10/18/22.