Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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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:06/19/2025
Type:Service or Repair IssuesStatus: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 expressed concerns about the quality of the installation on day 3 of a 4 day installation. The installer said it would look fine after it was done. Well it didnt look any better. I informed them that I wasnt happy with the finished product. So after a couple of weeks ***** ****** the production manager (also the guy that measured everything) and the installer came back to look it over. They both told us what a great looking shower it was. After I pointed out the poor quality installation they said they could repair some of those problems, but my main problem they would have to discuss. The real problem is the unit is too big for the space. There is no way to trim it out that looks good. It needs to be tore out and the wall nich removed so it fits in the space . Well the installer came back and went over everything that they would do to make us happy. He then said it would cost an additional $5,600. I told him I have already paid you $16,830. Im not paying you more money to fix my shower. I would like a refund of 1/2 of the total cost so I can get someone to fix my shower. Due to the poor quality of the installation I would really rather not have this company do the repairs.Business Response
Date: 07/08/2025
We strongly disagree with the characterization of events provided in this complaint.
This was a multi-day installation project. By day two, the base was already installed, giving the customer a clear view of how the unit fit within the room. Our installerwho is also our Assistant Production Managerkept the customer informed throughout the entire process and repeatedly asked for feedback at each stage. At no point during installation did the customer express any major objections. In fact, they signed off on the project, participated in a post-installation call, and issued a check for the remaining balanceindicating acceptance and satisfaction at the time of completion.
Days after the install was completed, the customer contacted us with dissatisfaction about the layout. We made multiple good-faith visits to address their concerns and clearly stated that any workmanship issues would be corrected at no cost. However, the primary complaint now centers around the customers regret about product selection and a desire to change the layoutsomething that was never part of the contract and would require full removal, new materials, and significant additional cost.
They have since expressed that they wish they had chosen a different layout. That is not a defectit is a change in preference after project completion. Despite our efforts to resolve the matter fairly, they demanded a partial refund and threatened to put the company on blast over social media (attempted blackmail) if we didnt comply. We view that as coercive and inappropriate and are actively weighing our legal options should further defamatory or retaliatory actions occur.
SHO-PRO of Indiana, Inc. met its contractual obligations in full and acted professionally and transparently throughout. We reject this complaint in its entirety and will not issue any refund for a project that was completed, accepted, and paid for
***** ******
Sho Pro of Indiana Inc.
************************
Carmel, IN 46032
**********************
************************************
Customer Answer
Date: 07/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
We strongly disagree with Mr. ******** response to our complaint. ***** ****** the sales guy measured for the new shower, Mr. ****** came and measured again. I believe it was measured for the niche to be in the existing wall; we told them at the time that the washer & dryer where on the other side of that wall. After the installer opened the wall, he said he couldn't put the niche in the wall because of the washer & dryer. So, the installer built a wall to put the niche in. This caused the unit to be 3 inches further into the room. Which causes most of the issues we have with the install. I believe they were aware of the possibility of not being able to put the niche in the wall but put in the base that they had with them rather than get a base 3 inches smaller. And apparently, it's our fault for not stopping the job on day 2 of the install. (see picture of end of day 2) By day 3 as I said I voiced concerns about the rough edges on the panels. I was told by the installer it would look fine when it was finished. It looks like rough edges with caulk on it.
We told the installer when he finished that we were where not happy with it immediately. He then put the paperwork down and pointed where we were to initial and sign. Handed us the phone. The lady asked if we would provide a good review, I said I dont think so. The next morning, I e-mailed ***** and expressed my dissatisfaction with the finished product and invited to come take a look, no reply (see picture of E-mail). I suppose he got it because Mr. ****** and the installer came down to look it over. They told us they thought it looked great and that we should be happy with it. And they could fix some of the issues. (more caulk I guess) After a couple of weeks I sent an E-mail to Mr. ****** (see picture) no response, could it be they didnt want any Documation? Then I received another text (see picture). Installer comes down goes over everything we had a problem with then he told us they could fix for another $5,600. I told him I have already paid you guys $16,830. We are a retired couple we cant afford it. After showing the installer a picture of the crooked plumbing under the house he said it works dont it. Yes, the unit does function properly it just looks horrible. This is a company that told us they do this all day every day we are very good at what we do.
As far as Mr. ******* claim of attempted blackmail is just not true, I merely stated that I would let people know of my experience with SHO-PRO of Indiana. They like positive reviews and ask for them but truthful negative reviews not so much. We do regret making the final payment as Im sure we would be having a completely different conservation. But we pay our bills and do what we say we will do. We are still requesting a refund of half the cost so we can get our shower done correctly.
****** & ***** Howard
Regards,
****** ******Business Response
Date: 07/17/2025
The niche placement was discussed and approved prior to installation. Once the wall was opened and it was discovered that washer/dryer plumbing was present, our installer offered a standard solutiona bump-outwhich they accepted without objection or request for redesign. They wanted the niche so we accommodated what they wanted. At no point did they halt the project or ask for a different base.
They signed off on the completed project and made final payment. Their dissatisfaction surfaced only afterward, and we still returned multiple times to address cosmetic concerns in good faith which they refused to have done. The $5,600 referenced was a quote for a full redesign and reinstallation, not a repair or patchwork. This option was presented only at their request.
Claims that we avoided communication are simply false. We have documented emails, texts, and site visits, including a signed completion form. The accusation that we avoid documentation is baseless.
Their request for a 50% refund is not supported by any failure in workmanship or breach of contract. The shower works correctly and is what they purchased. If they want to spend $8,600.00 with someone else to redo this that is up to them. The project was completed as agreed, and we will not entertain further unfounded demands.
***** ******
Sho Pro of Indiana Inc.
Initial Complaint
Date:02/14/2025
Type:Service or Repair IssuesStatus: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.
January 07, 2025 a sales guy came and we went over remodeling and updating my bathroom. I wrote the company a check for $3000 and $12978 would be financed through ***************. None of my drain or water lines were updated. They weren't going to replace my subfloor until I threw a fit. The manager came and told me if it's not broke don't fix it. So I don't feel that I should pay them that much money when the work they did doesn't barely cover the amount of work the did plus the materials. It is definitely home improvement fraud. I also never got a copy of the contract when they finished on February 5, 2025. I thought by law they had to give a copy of the contract. I have reached out to a couple people with response and no contract. The materials didn't even come to $2000. They are charging people for work they are not doing, but make people think they are doing it.Business Response
Date: 03/24/2025
Our company operates with honesty, transparency, and a commitment to quality service. ******** knowingly signed a legally binding contract that clearly outlined the scope of work and pricing. She was provided a copy of this contract, and our records confirm that everything was reviewed with her before work began.
Now that the work has been completed, Ms. ***** is attempting to rewrite the terms of the agreement to avoid paying what she rightfully owes. Her claim that we overcharged her is completely false, as the cost of materials she references is grossly inaccurate. The additional work she now insists should have been donesuch as replacing drain and water lineswas never part of the contract she agreed to. Despite this, we still addressed her concerns in good faith,including replacing the subfloor when it was not originally required.
We have made multiple attempts to explain this to Ms. ****** but it has become clear that she is not interested in the facts. Instead, she has chosen to file a misleading complaint in an attempt to discredit our company and avoid paying for the work that was lawfully completed.We stand by our work and our reputation. We will not tolerate false accusations intended to manipulate the system. If Ms. ***** has any legitimate concerns supported by facts, we remain open to discussing them. However, we will not engage in baseless disputes from individuals who refuse to honor their contractual agreements.
Customer Answer
Date: 03/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
How can they promise that my plumbing is all good and not leaking if they werent going to tear up the subfloor to even look at the plumbing? They cut every corner they could and I dont feel that I owe them any more money for the work and materials that was done
[Provide details of why you are not satisfied with this resolution.]
Regards,
****** *****Initial Complaint
Date:11/21/2023
Type:Service or Repair IssuesStatus: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 had windows installed by this company several years ago and they are under warranty. We contacted the company because we had one window that had a crack in it to see if we could get it replaced. We originally called on Feb 24, 2023 and left a message with ***** the operator. She said someone would get back with us on Monday. The company called and set up an appointment for a window inspection and measurement for Mar 3, 2023. They called back and rescheduled the appointment for Mar 6, 2023. They did not give any timeline on when the window would be ready. We called April 23, April 27, May 3 and May 4 for a status. We usually talked to ***** the operator or sometimes *****. They just said they are working on it. Eventually we were told they had to remeasure the window because the first person had not measured correctly. ***** the production manager came and remeasured the window on May 23th. We called again in July several times for an update. The operator would either take a message or transfer us to voice mail. We called and asked for the owner (transferred to voice mail). ***** called back and said the window company denied the warranty but Sho Pro was still going to take care of the window for us. We just need to give them some time. The last time I tried to contact them was on November 14th. I left a message with the owner asking for a status or to see if there was something else we needed to do. We think that now that it is November, we have given them enough time. We have repeatedly called the company for a status on the window or to see if they are doing anything. At this point we do not think they intend to provide a replacement window, but we would just like an answer.Business Response
Date: 02/13/2024
Due to numerous factors including, age of windows we installed (over 30 years ago), glass breakage not from manufacturing defect and the original manufacturer no longer being under the same ownership we are working diligently to help remedy your current situation. We are attempting to work directly with the manufacture Alside Omni windows. When ******* of Indiana was partnered as a contractor with Alside we were advised to offer a lifetime warranty that covered various issues like seal failure. Alside changed their policies when it came to glass breakage. They would not cover issues that were outside of manufacturing defects. ******* of Indiana will still take care of these issues as we believe customer satisfaction is more important than a manufacturer not keeping their word. These matters will be addressed and our customer will be taken care. We apologize for the time delay.
Sincerely,
Customer Service ******* of **********************
Customer Answer
Date: 02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I do not feel the company has resolved the issue. In their reply to the BBB they explained several issues as to why there has been a delay in replacing our window but they never would give us any updates when we called.
They did call and came to measure our window again (3rd time) on February 12, 2024. We asked how long it might take but neither ***** or ***************** could give us any status on when the window would be replaced.
We feel until they actually replace the window this issue will not been resolved.
Regards,
***************************Business Response
Date: 03/01/2024
March 1st, 2024
In response to complaint ID: ********,
We are unaware of the date ****************** submitted her response but ******* has progressed in the process of getting ***************** service completed. Our company went out to ****************** residence to get more information requested by the manufacture. ****************** was not there only her son. Since this visit we have reached out to her to go over documentation that is needed. She let us know that she is again unavailable as she is out of town. The earliest she was able to schedule this appointment was March 11th, 2024. The manufacture stands ready to have her replacement glass made as soon as we complete the necessary documentation.
Thank you,
***********************-Production Manager
******* of Indiana Inc.
************************
******, ** 46062
************************************
*************Customer Answer
Date: 03/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***************************Sho-Pro is working with us on taking care of the issue now but it has not been completed. Also, in their response they make it sound like we are the ones delaying the process and they do not even know when the issue started. We had originally contacted them on February 24, 2023.
On Monday, February 19, 2024, ***** from Sho-Pro called and said a window installer would be calling me. She could not tell me why he would be calling. ************************* did call to set up an appointment to measure the window again for the 4th time. He explained he was an independent contractor that Sho-Pro had asked to help with our window repair. He wanted to come that Wednesday but we made arrangements for him to measure the window on Friday February 23, 2024 with my adult son. He texted us after the visit and said he would be forwarding his findings to Sho-Pro and they would be contacting me.
On Wednesday, February 28, 2024 ***** from Sho-Pro texted us to see if the production manager could come to our home on Friday, Mar 1, 2024. I texted back and asked the purpose of the appointment. She replied he has paperwork of what they are going to do for the window. I replied that Friday would not work and asked if we could schedule something the week of March 11th. We set up an appointment date of Monday, March 11, 2024 between 10am - 12pm.
Customer Answer
Date: 04/18/2024
This issue has been resolved. The replacement window was installed on 4/18/2024.Initial Complaint
Date:05/22/2023
Type:Service or Repair IssuesStatus: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 chose to have ******* renovate our bathroom because thr salesperson specifically told us that our walls would be untouched: the shower and tub would be attached to our existing walls and could be removed at a later date if needed.Today is the first day of renovation. The contractor removed 40% of our bathroom's walls without our knowledge or consent. Retaining the wall integrity was the sole reason we chose *******, and if we had known they'd do this we'd have gone with someone else.The salesperson lied to us and the contractor irrevocably damaged our ****s home.Business Response
Date: 07/06/2023
July 6th,2023
Complaint ID: ********
Just for clarity this complaint was filed on the first day of a five day install. The customers interpretation of the process of fully renovating a bathroom were not realistic. You can not keep a bathroom original to ****s and fully remodel it to todays standards. After attempting to sit down with both homeowners and finally do so, they understood and ultimately when the project was completed they enjoyed the overall outcome of the bathroom remodel. It is very hard for someone that does not have a lot of construction experience of working on homes and to be able to understand the process of removing the old plaster walls and rotted wood to be able to accommodate a new tub and wall system. Prior to our installation, the amount of damage around the window of the home was also creating a health hazard. The plumbing was in dire need of repairs. They now have a beautiful full functioning tub/shower with far less maintenance needed compared to the old ****s bathroom that was non-functioning for their needs.
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