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

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

• 

  NEWPRO Home Solutions

  75 Brainard Rd Hartford, CT 06114-1603

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:11/07/2025

  Type:Order Issues
  Status:

  UnpursuableMore 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 took some money out of my 401k to put some new windows on my house and i sign a contract with Newpro. They took my money and a month later shut down.

• Initial Complaint

  Date:11/03/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Warranty reimbursement and unfinished claims not finished

• Initial Complaint

  Date:11/02/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  2 years ago. I did not remember the date.

• Initial Complaint

  Date:09/25/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 business has been harassing me with text messages and phone calls offering me quotes that were never requested. they send several texts a day and make multiple phone calls from the morning to the night.

• Initial Complaint

  Date:08/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  **************** DBA Newpro Home Solutions We started this project in December 2020 the remodeling of our bathroom. This was supposed to be a 2-week project that turned into 1 1/2 months! This project totaled over $26,000.00. The shower is leaking down to my laundry room ceiling light, the dry wall behind the shower is cracking as well as the tile on the floor. We have called **************** who is now DBA as Newpro since **** regarding these problems. We have sent pictures as they requested, they even told us someone will be out by the end of week. They were a NO SHOW. At first, they were answering the calls, but by week 2 of calling, all of a sudden no one is answering, and the calls are going to voicemail with no call back. We have spoken to the call center, and they keep promising to get this issue resolved, but no one calls back or follows through their promises. We are still making payments, but I refuse to pay on this project that I can't use let alone I am going to have to get a local contractor come in rip up my floor and ceiling to find the problem that Remodel USA fail to do right. The company Newpro (Remodel ***) no longer service ********, and I feel that is why we are getting the run around. This was a lifetime warranty that was promised to us.

  Customer Answer

  Date: 09/09/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  June 21, 2025 I had some home updating done on my home. It was carpet and Window replacement. Newpro did not honor the agreement with *********** after buying it. They came and put everything in on the same 3 day period. The carpet was poorly installed as evidenced by rolls, bubbles, and missing padding. The crew had cut a 5 inch area on a part of the carpet that was not to be done, they put a hole in one of my walls with a hammer, they got carpet glue on my hardwood floor, they did not properly seam the carpet. They put a different color of carpet in one part of my living room area. They left silicone dried to my wood flooring. They did not say anything about the damages. They also took all the carpet remnants and padding with them without permission. It has been over a month and i was assured the same crew would not be returning to correct the carpet and the damages to my home. They sent the same person out with a different helper after telling me that they would not send the same people out to correct the issues and damages. The same man came this morning and they did nothing. The said the company was going to be calling me and I have yet not heard from anyone including responses to my text messages. The two men left without a word. I purchased pet and stain proof carpet and this is not stain proof because my dog had an accident and after being immediately cleaned up and shampooed 4 times the stain is still there. The agreement with the previous company was one project was to be done and after that was paid in full the second project was to be done. The carpet has rolls and bubbles, padding is missing making it a fall risk. I am paying over 5100 dollars for the carpet and it is not what i purchased. They also have placed a different color in my living room. The first crew also took all the remnants when they left while I was inspecting the outside on the windows. The first time I vacuumed the new carpet it removed 2 strips of the carpet fabric.

  Customer Answer

  Date: 09/06/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The 1st issue began months after we had our bathroom remodeled, I have 7 service history reports and I have contacted BBB because I was not getting any return calls. Thank you for that they did call.I still owe ****** on this, they have come to recaulk, they have also come to open up the area between my ceiling and shower door, none of that worked now they are there redoing the whole project over, that being said there are now holes in my bathroom wall and in the adjacent room becuase they are now pulling out my old tile, which was not removed previously. I will now have to repaint (2) rooms and also these (7) service calls required someone to be home which we both work full time.

  Customer Answer

  Date: 08/22/2025

  I have not heard from the business in response to my complaint.

• 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.