Complaints
This profile includes complaints for NEWPRO Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 10 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:02/08/2023
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.
My nephew has made multiple attempts to contact this business regarding several issues related to the walk in tub. The most recent issue would be the drain not draining properly. He has called multiple times without a response. I would also like to discuss a previous visit in which both my nephew and I were recorded without our consent while checking on a leak related to the door. He has also requested multiple times to speak to the owner regarding removal of the tub as it has not been reliable and continues to have issues. We were also not made aware there is only a two year period where the repairs dont include a service call fee. The prior crack and door were fixed however based on the continued issues I would like to have the tub removed and go with a different contractor and brand.
Business Response
Date: 02/19/2023
NEWPRO is sorry to hear about the issues regarding this walk-in bath project. This feedback was escalated directly to our Operations Manager. After reviewing previous service and project notes, the manager thought it best to set up an on-site meeting to review the issues with the nephew. It has been determined that no video footage was taken; the service technician who previously visited this home has only taken pictures so that our team can assess any damage. The manager will assess the draining issues and any other concerns during the on-site inspection. We truly apologize for any inconvenience caused and are dedicated to helping this homeowner.Initial Complaint
Date:02/06/2023
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.
October 2021 9 NewPro windows installed in my home. I'm having issues with 2 windows and have called company many times regarding the problem and the company has not responded in a timely manner.The remaining 2 windows that need servicing I have not heard back from company for 45 days. Also I've had trouble with another window in the bathroom I've been told by sales representative that the window would function properly and it doesn't. The company said they will install new window at cost.Business Response
Date: 02/16/2023
NEWPRO apologizes for any communication issues that this homeowner was experiencing. This was escalated to our senior service coordinator, who has called the homeowner and scheduled an appointment. Our Operations Manager is scheduled for an on-site inspection at this home later this week to assess these window issues. We truly apologize for any inconvenience caused and are committed to servicing this project.Initial Complaint
Date:01/10/2023
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.
newpro installed a step in shower in a new construction home. The builder grade tub and temp toilet and vanity had already been plumbed and were useable. Newpro removed tub/shower and installed new unit (and plumbing). we have had a constant smell of sewage gas. we removed the toilet to check for a leaky ring. found no leak. no leaks under vanity and ptrap either. We have also has a broken shower handle 3 times they replaced it but it still keeps breaking.we have asked to have a plumber come and assess the way the shower drain is installed. we've spoken with many managers and now cannot seem to get anyone to return calls after we were promised last week and as of today have not heard back from anyone.Business Response
Date: 01/19/2023
We apologize for the communication issues and escalated this feedback to our Director of Plumbing. A Master ******* has been out to address the smell concern and has also spoken with the homeowner regarding the broken handle. The broken handle was due to the handle being forced to turn past its stopping point. A new handle has now been installed. We apologize for any inconvenience caused and is here if the homeowner has any future questions or concerns regarding this project.Initial Complaint
Date:12/05/2022
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.
On 11/05/2022 we signed a contract with Newpro roofing. We discussed with the salesman in depth that we needed all the wood replaced do to a mold issue in the attic. He looked and agreed. We gave a $6000.00 deposit. When they called to schedule the install I asked to make sure they would be replacing all the wood. They said NO it would be and additional $4000.00 if we wanted that. ******** took responsibility for his mistake said he did not add it into the price, hard to believe when their price was in deed thousands higher than most estimates. Well the Company would not stand by their employees mistake nor did they ever return any calls or emails. We spoke only to the salesman. He agreed to cancel the contract. Problem is now I have been fighting to get my deposit back. ALL calls and emails go unanswered!Business Response
Date: 12/14/2022
This feedback was escalated directly to the General Manager of our roofing and siding division. It was determined that the scope of work requested by the homeowner would cost more than what was agreed on in the initial contract. The design consultant who built this contract with the homeowner has reviewed the proper process with his manager to avoid any future mistakes. At their request, the homeowners deposit was refunded on Tuesday, 12/6. Since then, both the *** and the General Manager have called and left the homeowner a voicemail. We truly apologize for the confusion caused. As a company, we never want to stop learning and stand ready to discuss this experience in more detail with the homeowner.Customer Answer
Date: 12/14/2022
[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:11/24/2022
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.
Newpro came out in June to replace all the windows. At the time it was noticed that a screen was missing. Was told someone would back with it. A few weeks later someone showed up with the screen only to find that the weather stripping was missing. Was told he would be back to fix. This was late July.Add to that some of the windows sweat when it gets cold which is one of the reasond we replaced the old ones. To date we have not heard back from them. We have left numerous voice mails and emails and have gotten no response at all. Would like to get these issues resolved. Very disappointed in the lack of follow-up on this matter.Business Response
Date: 12/02/2022
NEWPRO apologizes for this experience. We are currently reviewing processes with our team to avoid any delays or miscommunication in the future. This feedback was escalated directly to our Director of Operations, who is currently working with the homeowner to set up a window service appointment that works for the homeowners schedule. He has given the homeowner his cell phone number and email address for future communication. We truly apologize for any inconvenience caused.Customer Answer
Date: 12/05/2022
At this point, we have been playing telephone tag to get this issue resolved. Sent **** an email this morning. 12/5, requesting the best day/time to discuss this situation. Waiting for a response to get this issue settled.
Regards,
*******************
Initial Complaint
Date:10/08/2022
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 had a representative come out to my house and quote a bathroom remodel. During the appointment they assured me that the company would be able to complete the project within my time line, I accepted their proposal and gave them a $1,000 deposit. Two weeks later I with no communication with the company I was finally able to get in touch with someone who informed me that the project would not be completed for several months (this was not the verbally agreed upon time line). I was also told that the site sales person was no longer with the company and not available to confirm the agreed upon timeline. I spoke to various individuals in their call center who informed me that there was nothing they could do. I told them that I felt like I had been lied to or they purposefully misrepresented their time frame. They finally got me in touch with sales representative and after weeks of poor communication and rude call takers I was fed up with the company and asked to cancel my project and requested a refund of my deposit as they had not even started the manufacturing of my tub surround. I requested my refund via certified mail in June and have yet to receive it, nor has there been any communication from the company.Business Response
Date: 10/17/2022
NEWPRO apologizes for the communication issues regarding this refund. We are speaking with members of our team internally to review the process and ensure that proper procedures that were put in place are followed. We never want a homeowner to feel like they have been lied to and pride ourselves on delivering a positive experience. We escalated this feedback directly to our ******************* The homeowners deposit has now been returned. Our Director of ****** Services has attempted to contact this homeowner to let them know that the credit card refund has been processed and to learn more about their experience. We take this feedback seriously and truly apologize for the inconvenience caused.Customer Answer
Date: 10/18/2022
[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,
***********************
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