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 has 3 locations, listed below.

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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

  
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  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:08/17/2022

  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.

  We purchased a new shower complete remodel from Nu Pro in February of 2022. When the base was delivered, after our current shower was removed, the shower drain did not align with the existing piping so the shower base could not be installed. The installer, a contractor, stated he would ******** Pro and have a new base ordered with a rush delivery. We have not heard from Nu Pro for 5 weeks, although we have left the sales rep repeated messages, called customer service, and even called the sales department trying to get someone to provide an update on the project. Our bathroom is torn apart with the old shower removed and no communication. This experience has been awful and I would hope no one ever has to deal with a company with such poor customer service. I requested a call from management and have yet to receive it. No surprise as no one returns our calls and we have paid 1/2 of the more than $13,000 costs. Completely unacceptable.

  

  Business Response

  Date: 08/24/2022

  NEWPRO apologizes for the delays in communication and any inconveniences caused. This is not reflective of the experience we promise homeowners who choose to partner with NEWPRO and we are sorry to hear that we have let you down. This feedback was shared with our team and one of our project coordinators has reached out to the homeowner. A return visit has been scheduled for the first week of September to complete this project.      

• Initial Complaint

  Date:08/07/2022

  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 purchased six windows from NewPro Windows LLC on August 31, 2019 for my condo. These were installed on November 10, 2019, and I was happy with the appearance. Last year the association board on my complex Water's Edge Condominiums decided to make improvements (roofing, siding, windows, doors) in the complex due to the property conditions. I explained to the board and SPS Solutions (contracted construction company) that six of my windows were updated. When they were removing the siding, they found out that the hardwood underneath and around the windows were rotten. SPS looked at the warranty from NewPro and recommended to put new windows as the other units because if they flashed the existing windows in place, these were prone to leaking. SPS contacted NewPro to explain the situation to see if they could get a solution. They spoke with *********************************** from NewPro Windows, who SPS vice-president ********************* sent all information to. After waiting a couple of days he contacted her back since the project was on hold due to this issue. She said all images and documents needed to be reviewed to come up with a solution by the end of the week (May 9, 2022). As of today, almost 90 days later, I have not received any word from NewPro Windows LLC, and I am still paying for windows that no longer have. I feel screwed and misled by NewPro because the installer should not have done the installation knowing that the hardwood around was rotten. I would not have move forward with purchasing new windows if I knew of the conditions of the windows. I hope you I could get a resolution soon.

  

  Business Response

  Date: 08/15/2022

  NEWPROs Director of Operations has spoken with the homeowner, who will be forwarding the contractors contact information to him directly. The homeowner will hear back from the Director of Operations regarding a a solution once we have made contact with the contractor. We are currently reviewing this project and apologize for any inconveniences caused.

  Customer Answer

  Date: 09/21/2022

  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. 

  The next day I placed the claim, I got a call from *********************** Director of Operations of Newpro asking why I put a complaint on BBB.  I forwarded to him all the evidences that I have (emails, pictures and videos) and he told me that he will do an investigation at their side to give me a resolution.  
  After several reminders that I sent to him requesting a response, his feedback was always the same. He said that he is still waiting for answers to some questions that he made at their end.
  As of today September 20th, I  haven't received a final decision from Newpro and I feel very disappointed because I'm still paying a loan for six windows that I'm not using and are sitting on my garage. This is so unfair. Can someone help me on this giving me an instruction of how to get this solved?
  Thanks,
  **************************; 

  

  Business Response

  Date: 10/04/2022

  NEWPROs CEO as well as the Director of Operations have contacted the homeowner to discuss this project. It is unfortunate that the condo association required all unit owners to participate in the purchase of new siding, roofing, and new construction windows for the entire complex. The NEWPRO windows installed back in 2019 were installed per manufacturer specs and per our agreement. They would have perfectly been able to be reinstalled and weather proofed. Its important to note that prior to any work being completed, NEWPRO did receive written authorization by the management company and our installation method was approved. In 2022, the condo management company decided that all new construction windows would be replaced. We assume to keep the aesthetic look of the building and keep its uniformity. NEWPRO is putting their best foot forward by offering to pick up the windows and would be willing to provide a $1,000 refund for the customers inconvenience. Please note that these windows cannot be reused or reinstalled and we are only willing to remove them because we feel bad that the homeowner was put in this position when it could/should have been avoided. The homeowner has ****************** direct contact information if she has any further questions or concerns.