Complaints

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

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  NEWPRO Home Solutions

  26 Cedar St Woburn, MA 01801-2100

  
• 

  NEWPRO Home Solutions

  75 Brainard Rd Hartford, CT 06114-1603

• 

  NEWPRO Home Solutions

  475 Washington Street Suite 2-3 Wrentham, MA 02093-1100

  

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:07/16/2025

  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.

  My mother purchased a patio enclosure from this company several years ago. One of the floor to ceiling window panels was shattered a month ago and weve contacted the contractor who assured us that the windows were still under warranty and they would be sending someone out to repair the window. My mother and I both have been calling the company at least twice a week since the damage and each time were told how sorry they are to have dropped the ball and will have someone contact us immediately to have the situation rectified. To date, we have not received a return call from anyone with the company and keep getting the runaround. My mother is 87 years old and weve had severe storms over the past couple of weeks. Shes panicked and scared that the wind and driving rain are going to cause the window to break completely. I dont think wed be having this problem if my mother wasnt an elderly widow. Should we pay for the repair out of pocket it will cost approximately $2,000.00. My mother is on a fixed income and cant afford to pay this out of ********* mothers name is ********* ****** and her address is *******************************************. Her phone number is **************. Id appreciate them calling me because my mother doesnt hear very well. My number is **************.

  Customer Answer

  Date: 07/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:07/02/2025

  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.

  New pro whole tub and fixtures and it was great then the cocking around the whole tub changed yellow I called new pro and they came and fixed it and the *** said I should not happen again but now as of 7/2/2025 it changed color again and customer service just tells me they will call and set up a appointment but they haven't I called about 4 times getting the run around

  

  Business Response

  Date: 07/08/2025

  Hi *****,

  We apologize for the inconvenience you've experienced with the caulking on your tub. A member of our management team has contacted you and set up a service for you where a member of our team will be out to fix the caulking on your tub. We're glad we were able to right this situation with you, and we thank you for choosing NEWPRO.

• Initial Complaint

  Date:06/10/2025

  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 hired Newpro to replace 2 new windows on my house. When theyreplaced the bathroom window, the whole wall collapsed. I called and askedif they had insurance.I spoke to ***** ***** and he said they did but it would not cover the damage. He told me to call my home insurance and they told me they have a $2000 deductible. I am an elderly woman living on SSA and I don't have that kind of money.

  

  Business Response

  Date: 07/08/2025

  We appreciate the opportunity to respond and would like to start by expressing our sincere sympathy to ******* for the distress this situation has caused. We understand how upsetting home repairs can be, especially when unexpected issues arise.
  NEWPRO was hired to replace two windows at the customers residence. During the replacement of one of the windows, it became clear that the surrounding wall was structurally compromised due to pre-existing rot and deterioration. Unfortunately, the condition of the framing was not visible until the window was removed.

  We spoke with the homeowner and explained that while we do carry insurance, it does not cover pre-existing conditions or damages that are not caused by our workmanship. Unfortunately, we are unable to assume responsibility for pre-existing structural issues that were not caused by our work. Nevertheless, we have tried to assist her by providing guidance on how to move forward with her insurance claim.

  We take great pride in treating all our customers with fairness and respect and regret that this situation has caused the homeowner additional stress. We remain willing to assist her with documentation or communication that may help her resolve the matter with her insurer.

• Initial Complaint

  Date:04/23/2025

  Type:Delivery 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 have paid $5,127.00 as a down payment. I have not received a Jacuzzi, or an appointment to install it. I have called phone numbers given me. I have been promised that the Manager of the office will contact me. I have not received any contact. This has gone on for two days this week. At least six times I have been promised that they would call me at ************, and they have not done so.

  

  Business Response

  Date: 05/19/2025

  Customer has been contacted and install is complete.  

• Initial Complaint

  Date:03/14/2025

  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.

  Do not provide your contact information to these folks unless you mean to get spammed to high health for months following the first point of contact. In good will, I had a conversation at a *** ************** a number of months ago and started a conversation with a NEWPRO *** soon after. It turns out that they cannot provide the services that we need and I told them that we have nothing else to talk about since other issues in our home need to be taken care of before putting in a new bathroom and new windows. I have had at least 4 to 5 calls and endless text messages from NEWPRO after determining that they would not be a good fit at this time. Each subsequent point of contact has been told not to contact me anymore and to remove me from their system. THEY WILL NOT REMOVE YOU nor will they read the notes entered by the previous *** about leaving you alone, and that you have already ***eatedly asked to be removed from their system. Unless you plan on being harassed for eternity, do not work with them.

  

  Business Response

  Date: 03/30/2025

  Thank you for bringing your experience to our attention. We sincerely apologize for the inconvenience and frustration caused by the repeated communications after you requested to be removed from our system. Your feedback is important to us, and we take these matters very seriously.

  We understand how upsetting it must have been to receive unwanted calls and messages despite your clear instructions. This is not reflective of the level of service we strive to provide at NEWPRO. Please allow us to address your concerns:

  We have reviewed your account and ensured that your contact information has been permanently removed from our system. You will no longer receive any communications from us.
  We are conducting an internal review of our processes to ensure that all customer requests for removal are honored promptly. Additional training will be provided to our team to prevent such oversights in the future.
  We have implemented stricter protocols for documenting and respecting customer preferences regarding communication.

  We deeply regret that we could not meet your needs at this time and for any inconvenience caused by our follow-up attempts. If there is anything further we can do to make this right, please do not hesitate to reach out directly - **********************************************************.

  Thank you for giving us the opportunity to improve. We value your feedback and hope to rebuild your trust in NEWPRO.
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  I had my bathroom shower redone...they have had to come to recaulk 4 to 5 times because of mold ....I would like to know what can be done next to resolve .I have reached out to speak to someone and I am told they will come to check fan then they had new caulking and that should work. My fan is running. The new caulking not working.

  Customer Answer

  Date: 11/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  I also want to thank you! They state they are going to replace everything!

  Hopefully this will be the case! Thanks again

  
  Regards,
  
  ***** Ann **********

• Initial Complaint

  Date:11/09/2024

  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.

  Last week when my husband and I were at BJ in ************** we were approached by a member to ask about home projects. We mentioned windows and then they set up an appointment for Monday night. We talked it over and we will put it off until the spring. I called and cancelled the appointment and said we are all set for now. Each day after they are non stop calling. I finally to the woman on the phone that we are all set and please stop calling. Just got a call now from them. This is harassment. Now I will not be using them. I just want them calls to stop. Thank you for your help towards this matter.

  

  Business Response

  Date: 12/05/2024

  This feedback was escalated to our *********** Director, who has taken the proper steps to ensure that the request to stop the calls has been addressed. We take this homeowners concerns very seriously and had our Director of *************** call to follow-up regarding this matter. We have not heard back from the homeowner, but stand ready to learn more and apologize for any frustration. 

• Initial Complaint

  Date:10/31/2024

  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.

  Purchased a Provia door from this company, more than $6000 for a custom made high quality door. New Pro installed it and within ONE MONTH the exterior finish is scratched and peeling. Completely unacceptable. Reached out via email to the sales *** and he informed me that he would escalate it to the appropriate department. The woman that contacted me wanted info and for me to send pics (which I did), telling me she was new and did not know how this would be handled. A day went by and didnt hear back so emailed her again. Her response was that New Pro ordered a door slab and would ***lace it free of charge. This is laughable! This was not discussed with me at all prior and is fully unacceptable. I paid an ungodly amount for a custom door that is going to be taken apart and pieced back together! The only options should be: 1 new door (the new one installed stayed in tact for less than/ equal to one month) or 2 full refund with a return of the defective door. Save yourself the hassle and go to ********** where you will spend a fraction of the money for a door of comparable quality! Very dissatisfied!

  

  Business Response

  Date: 11/14/2024

  We truly apologize for the issues encountered with the Provia door and the frustration this has caused. It's clear that the quality and experience expected haven't been met, and for that, we sincerely apologize. Our team is reviewing this internally to ensure that we address both the issue with the finish as well as your dissatisfaction with the response you've received so far. The homeowner and the Production Manager have now spoken about this project. Due to the homeowner being away on vacation, the Production Manager will be reconnecting on Monday to discuss next steps. 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:09/28/2024

  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 had Newpro install a Bath/shower last December. I have been lied to every step of the way. They claim to have anti mold/anti fungal materials. The salesmen claimed they didnt use 3rd party installers. They left my bathroom a mess, ruined existing work, and the third party installer didnt use the correct materials. They had to come fix a leak on the first day, and by July, all of the caulking was covered in black mold that could not be removed. 2 months after the first repair, I have mold in the exact same spots, and now theyre refusing to repair it because they already did it and are claiming that we dont know how to clean a shower so its our fault. We clean it weekly, the mold shows up and stains the caulking. They are refusing to fix it.

  

  Business Response

  Date: 10/09/2024

  Homeowner has spoken with our VP of Operations. Our VP of Operations is working directly with our service department to get these issues handled. Homeowner has the VP’s direct phone number for additional questions or concerns regarding this project. We sincerely apologize for the inconvenience caused.                      

• Initial Complaint

  Date:08/09/2024

  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.

  I had a fire in my house that had all new pro windows most of them with lifetime warranties. When my niece contacted them they said they would come out and check the windows fix any damage and replace the glass. I paid over $10,000 for them to do all of this. However, a few months after all these windows were repaired and new glass were put in they started warping and falling and not able to be closed. When I called back they told me that I would have to get the repair guy back out again which I did twice. The windows are now being 100% replaced by another company because new pro scammed me out of that $10,000. They should have come out and told me that they are not repairable. I would never have spent that money if they weren't. In addition to that the three windows that were destroyed in the fire we had replaced with brand new newpro windows and they weren't installed correctly. So I called to have the service guy come back out to work on that and they keep s******* up the schedule. I cannot do business with them anymore. So I'm out over $10,000 because they said the windows were salvageable and they weren't.

  Customer Answer

  Date: 08/20/2024

  I have not heard from the business in response to my complaint.  I have started to work with the attorney general to help with mediation.

  

  Business Response

  Date: 08/20/2024

  Our Operations Manager has spoken with the homeowner and scheduled an on-site inspection to assess the windows that are not functioning properly. We apologize for any frustration caused and will do all that we can to make this right. 

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It has not been resolved. 

  

  Business Response

  Date: 09/26/2024

  Our Production Manager and the homeowner were both present for an on-site inspection. We are actively working to get replacement product for this project and get these issues resolved. The homeowner is aware and will contact the Production Manager if she has additional questions or concerns. We apologize for any inconvenience caused. 

  Customer Answer

  Date: 09/27/2024

  Dear Better Business Bureau,

  I am accepting that we are working on a resolution but I am not wishing to close out the case until that resolution is completed. They are working with me to replace some items but there are cash resolutions that need to be discussed as well and until that is finalized, I do not wish to close the case. 

  ****** Ferrante