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

• 

  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:01/10/2023

  Type:Sales and Advertising 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.

  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: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.

  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: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.

  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,

  *******************