Complaints

This profile includes complaints for The Smart House LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Smart House LLC

  184 Mammoth Rd. Unit 3 PMB 410 Londonderry, NH 03053

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  The Smart House LLC

  1278 Weare Rd Henniker, NH 03242

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:06/02/2025

  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.

  I contracted the Smart House to do an extensive home improvement project 1 Remove an existing deck and build new deck 2 Add an attached two car garage with a deck on top.3 Replace all my windows 4 Replace all my vinyl siding.5 Add Gutters and downspouts 6 Add Gutter guards 7 Remodel upstairs bathroom 8 Provide adequate water drainage 9 Landscape the completed project First met with the owner **** ****' on 6-15-2023 and paid him $3,800 to evaluate, give me an estimate and project drawings.Before the work began on 9-20-2023 I paid an additional $50,000 of an estimated $258,400 project.I was repeatedly given a 6-8 week estimate for completion (allowing for weather). My biggest concern, and one that I voiced repeatedly was that I didn't want them pouring concrete in the winter because of all the problems associated.Although the deck was removed completely on 9-20-2023, they did not begin to dig the garage foundation until 10-24-23. Pouring the cement floor on 12-8-23 (after the first snowfall and most nights below freezing). The garage floor immediately started showing signs of a bad pour.The projected dragged into the new year with the workers building and then disassembling the deck framing because the footers were installed incorrectly on two occasions. The rubber roof and decking over the deck was installed and removed because of a poor instillation on the first attempt. I'm running out of space so I will try an summarize.I have paid out over $329,000 with none of the last four items on the list having been touched.The last meaningful work on my project was on 8-23-2024.I've been in touch off and on with the company not willing to prioritize the three things that are most importaint to me and have already been paid for.1 Repair my garage floor (getting worse by the day)2 Repair the electrical wiring out to my shed (project damage)3 Repair the siding that is falling off.I have now crossed day 600 of this project and The Smart House with no end in site!

  Business Response

  Date: 07/28/2025

  "We are writing in response to the complaint filed by Mr. ****** ***** regarding an ongoing residential construction project managed by Smart House. While we recognize Mr. ***** concerns and regret any dissatisfaction, we respectfully wish to clarify several important factorsnamely, weather conditions, subcontractor availability, and material delaysthat significantly impacted our ability to complete the project as originally scheduled. The Smart House recognizes our part in the delays and timeliness of this project. We also want to acknowledge that Mr. ***** has a demanding professional role that often requires him to be on the road. We understand how challenging it can be to coordinate project work around such a schedule. Moving forward, we will make it a priority to schedule well in advance and confirm all appointments clearly. We hope that, when a set time is agreed upon, both parties can be present and prepared so that the work may proceed without further interruption. Mr. ***** has alleged that Smart House intentionally failed to complete the project. We categorically deny this claim. At no point did we abandon the project or act in bad faith. On the contrary, our team has remained willing to return and complete the remaining worksome of which we have not yet been paid for. There is still an outstanding balance on this project, and we do not intend to walk away from either our responsibilities or the funds owed. We are prepared to provide supporting documentation, including written correspondence, payment records, scheduling attempts, and project logs, to demonstrate our good-faith efforts throughout the course of this job. We respectfully ask that this matter be reviewed within its full context, including the many delays and incomplete items that stemmed from circumstances beyond our control. While Smart House accepts responsibility for our portion of the delays, certain conditionssuch as limited site access, weather conditions and subcontractor schedulingwere outside of our control. From the outset, Smart House made every reasonable effort to fulfill the scope of work in good faith. The project included a wide range of structural, exterior, and interior work, from new construction and demolition to utility upgrades, drainage solutions, and landscaping. Although a 68 week completion estimate was provided, several delays outside of our control affected the timelinemost notably, restricted access to the property at critical phases. These limitations prevented us from delivering materials, equipment, and labor as needed. That said, **** acknowledges his responsibility for certain delays caused by having the wrong personnel in place at key moments. Some work was not performed to our standards and was subsequently redone by **** and the correct team to ensure it met the expectations and scope of the project. We fully understand the customers frustration and regret that the project has taken longer than anticipated. This has been a difficult process not just for the customer, but also for our team. While we accept responsibility for the challenges on our end, its important to recognize that this has also been a particularly demanding period for our business. Nevertheless, we have continued doing our very best to meet our obligations and stand behind our work. After several attempts to reschedule and return to the site, **** realized he was not in a position to meet the customers availability. We communicated this via email, explaining that business-related circumstances temporarily prevented us from proceeding at that time. We would update him as soon as we can. Internally, weve made key improvements to project oversight and accountability, including **** taking a more hands-on role in field operations and client communication. It remains our intention to return to the property and complete the remaining scope of work. Although most of the work has been paid for, several items remain unpaid. While the majority of the job has been completed, a few items require finishing touches and finalization. What matters now is moving forward so the customer can have a fully completed project. We would like to compile a clear list of all remaining items and propose scheduling the work for mid-September. Our intention is to complete the outstanding tasks and be paid the remaining balance for the work that will be completed."

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23402231
  
  I do not accept the business's response as a resolution to my complaint because: [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.]

   

  Business response not satisfactory.

  
  

  23402231

  Although very articulate response, unfortunately it is factually incorrect.

  There are zero funds owed for work completed. In fact I have paid for work that has not been satisfactorily completed.

  I initially chose The Smart House because of their claim that they could handle a project of this complexity, the 6-8 week completion timeline, and the claim that once started they wouldn't leave my project until it was done. Blaming the weather might be convenient, but unrealistic to justify delays of almost two years. The fact that they had resource issues is further proof that The Smart House exaggerated their ability to manage and successfully complete my project in a timely fashion. Additionally their inability to successfully complete project steps on their first attempt left me questioning their competence.

  I have lost all faith in The Smart House's ability to successfully complete this project. A project that is 686 days old and no work having been done in over 300 days. As I result I have already begun contracting other companies to finish the work. It will end up costing me over $10,000 to have the garage floor repaired because both experienced cement workers I had look at my damaged garage floor agreed that time of year pour, not using rebar or at least fiber in the mix left me with an inferior final product. I've also repaired, at my expense, the electrical conduit that his workers dug up when excavating for my deck footers and then subsequently pinched the replacement wire when installing the stair footers. The $31,000 retaining wall has started to bow out and will have to be repaired before it fails.

  I did not generate the BBB complaint without giving The Smart House ample opportunity to complete this project. Months of ignored text and email requests left me with no other choice. When They did not respond to the BBB requests in a timely fashion I opened a complaint (in progress) with the ******************** office for fraudulent business practices.

  I have text, emails, bank statements and photos to back up every one of my claims.

   Thank you

  *** *****

  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/22/2025

  Hi ******, 
  
  I understand the concerns that you stated, such as repairing the cement floor, electrical in the garage and repairing the siding. We are already in contact with our cement vendor and electrical vendor to setup an appointment to stop by for a evaluation. Once I get more accurate dates of availability from them I will be in contact with you. In regard to the siding repair, I would like to scheduling a one day appointment in September for us to complete the work. I would like us to proceed with resolving this matter. Again, there have been a lot of changes within my company right now and I can assure you that I'm more hands on in regard to the operations on the company. 
  
  - ****

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23402231
  
  I do not accept the business's response as a resolution to my complaint because: 

  
  Dear ****,
  
      I'm glad to hear that your company has made some changes, and I truly hope these adjustments lead to greater business success for you. However, I must express my disappointment that this message comes seven months too late. During this time,I have lost all confidence in your company's ability to successfully complete my project.
  
     As a result, I have already hired other contractors to address the issues caused by your company and to finish the remainder of my project.
  
  
  Sincerely,
  
  ****** *****