Complaints
This profile includes complaints for Leaf Home Stair Lift's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 222 total complaints in the last 3 years.
- 33 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:12/26/2023
Type: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.
Same complaint as all the others. Non stop calls every single day for months. Block one number just calls you from another. Absolute harrassment.
Business Response
Date: 12/29/2023
Our intention is to make
your life easier when searching for home improvements for your home – We put in
the work, so you don’t have to! If you would like to adjust your communication
preferences please email us at ****************** with your name and phone number, along with “Adjust Calling Preferences” in the
subject line so that we may help you directly.
To opt out of all future communications, please go to **************************************************************Initial Complaint
Date:12/26/2023
Type: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 , ****** and *****************************, commissioned for a curved stairlift from Leaf Home Solutions on 06/29/2022. We were promised installation by 09/29/2022. The Starlift wasnt installed until 11/07/2022..No communication at all from the company. Any update I received I had to call and still really got no answer. The system has broken down 4 times. Each time it took over a week for anyone to respond after numerous calls to the service department. When I signed up for this contract, I was told 2 days maximum. This Last breakdown was on 11/21/2023. On 11/28/2023 they sent a repairman out and told him to bring batteries and a flashlight. He could not fix it because the chair wont move at all and he didnt know how to fix it because he said he knows nothing about this type of chair. He took pictures and said he was going to give them to the manager and someone would call me. I waited about 3 days and no call, so I called them. I was told that they had to order a part and they would contact me. About a little over a week passed and I called back and got the same spill. Then the same repairman came back and I said the part came in and his reply was that they never ordered a part. Ever since then I called and was told someone was coming by that day. No show. I called today and was told a manager would call before close of business today. No call. If they cant fix the chair, I want my money back, because they have terrible customer service. I dont want anyone else getting into the same situation that I am in. I have had a knee replacement and close to one on the other knee. My spouse is 82 years old has had a quadruple heart bypass and has pulmonary issues. We spent $22,000 on this stairlift and have been disappointed with it from the start because the dismount was put in the wrong place and takes up half the upper stairway. I would like help getting this issue resolved before they kill my spouse.Business Response
Date: 01/05/2024
Leaf Home Safety Solutions completed an inspection on 1/2/24. Additional parts were ordered with the estimated time of arrival being 1/12. Once the material is received Leaf Home Safety Solutions will follow up with the customer to schedule service.Customer Answer
Date: 01/05/2024
Please note that Leaf Home Solutions was notified of the malfunction of the stairlift on 11/21/2023 and a technician was not sent until 01/02/1924. 39 days with no stairlift and promises of a technician to come with no show. A handyman was sent about 2 weeks in and he said he knew nothing about this type of chair. They had the customer service representatives lying to us on the phone saying they were waiting on a part when no one even had come to see what part was needed. We went through the total Holiday season (Thanksgiving, Christmas and New Years) with no stairlift.
The technician that was sent on 01/02/1924 did work diligently trying to find the problem and I do trust him, but the previous lack of communication and lies from the company is inexcusable and an apology is warranted. They need to do a lot better with their customer service.Customer Answer
Date: 02/08/2024
It is 02/08/2024, the stairlift has still not been repaired. A technician came out on 01/16/2024. He had the wrong part. He was to order another part overnight express and come back on 01/23/2024. He did not come nor did anyone call. My calls to the service department ends with promises that someone will reach out to me. No one has contacted me to date with any resolution. The chair is still in pieces and we have been without reputable service since 11/21/2023. The original reply was a generic reply. There is no reason for a service request of 11/21/2023 to not be responded to until 01/02/2023.Business Response
Date: 02/15/2024
Service is scheduled for 2/19. Upon completion we will follow up with the customer to discuss final resolution.Customer Answer
Date: 02/16/2024
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:12/23/2023
Type: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 signed a contract to convert our existing bath tub to a stand in shower on July 3rd,2023. The installer was supposed to contact us with in a week to schedule the install. He called and said the shower cannot be installed as quoted since they will need to redo the ceiling in the shower as well. He asked us to contact the salesman to re-do the contract. We called the salesman who said he will do the ceiling for free and we can go ahead with the contract as agreed earlier. We tried contacting the office and the installer but no one got back to us. The office keeps saying someone will call us back in 24 hours, but they never do. We have tried contacting the office at ************ several times but we get the same answer. A few months back we were told the contract had been cancelled. The salesman said the shower pan we had chosen could not be sourced. We asked for a refund and have been waiting for more than 2 months for the refund of our deposit. The office does not call back or provide status of our refund. The salesman is unreachable lately. All we are asking for is the refund of our deposit.Business Response
Date: 12/28/2023
Good morning,
The refund check in the amount of $780.00 was cut and mailed to the customer on 12/26/23.
Thank you!
Initial Complaint
Date:12/21/2023
Type: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.
They keep calling my phone from multiple numbers and I've asked them to stop calling. Blocked each number and they continue to call me. Every day.Business Response
Date: 12/22/2023
Our intention is to make
your life easier when searching for home improvements for your home – We put in
the work, so you don’t have to! If you would like to adjust your communication preferences
please email us at ****************** with your name and phone number, along with “Adjust Calling Preferences” in the
subject line so that we may help you directly.
To opt out of all future communications, please
go to **************************************************************Initial Complaint
Date:12/12/2023
Type: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 echo every other complaint here. This company, 'Leaf Solutions' has been calling me for 3 months now. Day in/ out. I've even received multiple calls back to back. I've requested that they stop calling me as directed by their voicemails left. Nothing. They even rang my phone at 2:18 in the morning with their recorded message. They're driving me crazy!!!
PLEASE STOP!!! What can be done?Initial Complaint
Date:12/05/2023
Type: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 started this project when I bought my home. They finished and it was never right from beginning.faucet, color of fixtures, unevenness and just bad construction. I tried to get them to fix, but all they could do was rework the issuewhich made things worse every time. They intimidated me every time..so much.i gave up. I could not deal with them and I was given same workers.who made the project so unprofessional. * I called yesterday. December 1, 2023, because no one showed up for my 1 PM appointment. When I called around 2PM to see where they were..they told me that I had the wrong number. In shock.i called it again and they said that I did not exist, and they erased my life time warranty. too. Numb.that described me. Being single I am scared. * The things that are wrong with the job.is the faucet is hard to pull up to get a shower and it runs like a 20 year tub. Rod that goes to shower head is off. so rain shower can not move out. Emergency pole to hold on is crooked . And they finished the job with unprofessional granite work near floor. * I only have one shower in my home and I hate using it . My one shower needs to be perfect for a resale. It upsets me. * They can not fix anymore and probably will have to replace. But I have no where to turn?!?, so I decided to contact you. * I would take a refund but also a replacement..I do not think that they can repair..tried about 6 or more times to repair and they could not do it. Unfortunately, they. need to start over. * I have pictures if you request. I can not find receipt, but still looking. I have the warranty card and 2 check stubs.that I am hoping *** can reproduce of payment.Business Response
Date: 12/19/2023
Leaf Home Safety Solutions completed an initial inspection 12/15. The customer asked for a call 12/22 to address an additional concern and service is tentatively scheduled for 12/27-12/29. During the call on 12/22, the customer and ********************** will confirm a service date.Initial Complaint
Date:12/04/2023
Type: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.
This awful business calls us daily, at least once a day. If we block the number, we just get calls from new numbers. There's never another person on the line. We've asked to not be called. We've sent emails to the email address requested, with the subject requested and info requested. And the calls continue. We've never done business with this company and never intend to. These calls border on harassment and we'll be filing charges if they continue.Business Response
Date: 12/06/2023
Our intention is to make
your life easier when searching for home improvements for your home – We put in
the work, so you don’t have to! If you would like to adjust your communication preferences
please email us at ****************** with your name and phone number, along with “Adjust Calling Preferences” in the
subject line so that we may help you directly.
To opt out of all future communications, please go to **************************************************************Customer Answer
Date: 12/07/2023
Hello. I'd like to know how this issue is solved. I'd also like to know how this company is bbb accredited. Every single complaint is the same. They respond to every complaint with the same copy pasted response. My complaint specifically says we already emailed them with the info requested to stop being called. And their response is to do that. At what point does this become harassment? And at what point does the bbb take these complaints seriously?Initial Complaint
Date:12/04/2023
Type: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.
Had walk in shower installed in May. 3 weeks later I lost hot water in my shower. Have had hot water tank looked at and it is working fine. I am told it is the valve in the shower. I have called the company and asked for them to call me about getting this fixed as they installed the shower. I have not been successful in getting anywhere with them. The service department tells me someone will call. No one does. I am unable to shower as I have no hot water in the shower at this point.Business Response
Date: 12/13/2023
Leaf Home Safety Solutions performed an inspection on 12/11 and determined that the issues the customer is experiencing is isolated to the shower plumbing. Leaf Home Safety Solutions is continuing to work with the customer to help resolve these concerns.Initial Complaint
Date:11/27/2023
Type: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.
This past September we had a walk-in shower installed to make it safer for us. We are both in our 70s. We are very mobile now but who knows? The valve in this shower is DANGEROUS it catches the hose and pulls you back when using. We have made many,many calls to this company. **** returned only onethe man said there is nothing wrong and they cant do anything. He did admit the design of the valve was poor, but didnt agree to fix or preplace it. For over $10,000 we should be able to use this safely.their name says safety solutions . They use the BBB logo on their website so I thought they were okay. I WAS WRONG!!!!!! Please help.Business Response
Date: 12/12/2023
Leaf Home Safety Solutions order a new trim kit as a courtesy for the customer. It is expected to ship 12/13/23 and service will be scheduled upon arrival of the material.Initial Complaint
Date:11/24/2023
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.
Leaf Home Safety Solutions scams old people. They coerce and strong arm old people to sign and agree to safety items for their home and then after you sign they pull a “Bait and Switch” scheme on you. On 7/11/2023 **** the salesman talked to my wife and me only about a walk-in tub that had a heated seat and back, extra water jets, and a Bidet in the seat. I of course paid extra for all these items but then they then on 7/17/2023 installed a very low end basic tub called the “Prime” model instead of the more upscale “Pinnacle” model. I called **** who then called his boss who agreed to come out the next day. When their OPS Manager, **** came out to inspect the tub on 7/18/2923, he agreed that it was the wrong model and that it was an error by the salesman on the order form. **** agreed to replace the tub with the Pinnacle model and even hand wrote a statement on our order form that he would replace the low end tub with the better model which has heaters as we were told by the salesman. He signed it but did not date it. Also, he wrote a statement further down the page saying that “customer agrees that work has been completed and told me very emphatically that I needed to sign it so that his company could release the money to pay the installer for his labor. **** did not sign this statement. Also, the installer put in two (2) wall panels that had deep scratches in them and the tub bubbles water out of the door drain and leaks onto my floor as it is emptying the tub (**** said to just get an air compressor and blow out the drain). That makes no sense as water is coming OUT of the drain! As an alternative to replacing the tub with the more expensive model we thought we had ordered, we asked him to install a shower which actually costs less than the tub. After a week or so he called and said that yes he would do that. Since then, we have had approximately eight (8) days/times scheduled to do the swap of tub for a shower and nobody ever shows up. Nobody answers phone nowBusiness Response
Date: 12/12/2023
Leaf Home Safety Solutions
went out to the customer home to inspect on 12/11. During this inspection the
customer stated they thought they purchased the Pinnacle Plus tub pictured in
the brochure, however, the customer signed a contract from a Prime Tub. We went
over the contract with the customer and explained what was ordered. At this
time, they are asking to replace the tub with a shower. Additional pricing was
provided, but the customer declined. Per our inspection on 12/11 the job was
installed as contracted and no issues were noted.Customer Answer
Date: 12/18/2023
I am rejecting this response because: 1) My security camera footage and the notes in my log for this purchase do not show anyone from LHSS at my house on 12/11/2023 as stated by the LHSS first response 2) The salesman **** from LHSS NEVER went over the purchase contract with us to explain what was being ordered. He simply wrote up the contract (he was trying to rush to write it and kept making mistakes). He then simply placed it in front of us to sign. Prior to this, he only talked about the features of the Pinnacle tub and to say how his father (who had purchased a Prime model) was so disappointed with it because the seat and back were very cold until the tub filled with warm water. 3) In early August when we happened to ask about maybe getting a shower to replace the Prime tub, the OPS Manager after a week or so came back and said yes he could put in a shower instead because it would cost him less than a replacement tub since a tub costs him $10,000. He never presented us with an official "Custom Remodeling Agreement" which of course has the 3 day right to cancel forms at the bottom of it. The OPS manager said he would do the job "off book". The paper he presented to us did not resemble an LHSS purchase order nor did it say it was a purchase order. There was no 3 day cancellation section on it either.
The day after the Prime tub was installed, The OPS manager agreed that we had the wrong tub. That's when he wrote on the back of our Walk-In Tub order form, "Wrong Tub on contract LHSS w/Replace Prime tub w/a Pinnacle with heater", signed it and wrote **** Goodnight Operation Manager".
4) Also, I told him about the drain under the door leaking water and he told me to get an air compressor and blow out the drain since it must be plugged with dirt from the install. How can a drain bubble out water if it is plugged? (I have video of this bubbling/ leaking drain).
I also told and showed him the deep scratches in both the left and right hand wall panels ***** installed. It’s very frustrating being told things that aren't correct and the numerous (I counted at least 8) dates for LHSS to replace this tub and that never happened. The OPS manager always had some lame excuse as to why he couldn't do the exchange. This whole debacle started the end of July and now it's the middle of December. Nothing has happened since that day in July when the OPS manager was in my home, wrote and signed “Wrong tub on contract. LHSS w/replace Prime tub w/a Pinnacle with heater”, on the back of my contract that **** had written!
Business Response
Date: 12/29/2023
Leaf Home Safety Solutions has discussed the concerns with the customer and we are working towards a resolutionCustomer Answer
Date: 01/08/2024
My complaint is “status quo”. The “Prime” tub is still sitting in my bathroom. The installation scheduled for 1/5 & 1/6 did not happen.Business Response
Date: 01/17/2024
Services were completed on 1/15. This matter is resolved.
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