Complaints

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:06/20/2025

  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 started calling PIC Hime Pros in the fall of ******************************* my walking tub is down and will not rise. Made multiple calls as the tub parts were under warranty and it took numerous phone calls and about 6 months for them to finally send a person from their company who came to my house, looked at it and said they would need to send a ******* out and handed my a box of items and asked that I keep them for when the ******* comes out. Heard nothing so I started calling in April because I heard nothing. Called 3 x in April, once in May, and have called every week in June always with the same response, I will get someone to call you back and have never received a call from anybody.

  

  Business Response

  Date: 06/24/2025

  Dear *****, I want to express my sincere disappointment upon learning that your experience did not meet the expectations set during the review process of any repairs/service issues. We pride ourselves on handling every call with the most care and follow up. Upon looking into your request further, it looks like the warranty/service team is close to having options for you and will be reaching out to you shortly to review and discuss those options. Thank you for your patience

• Initial Complaint

  Date:02/19/2025

  Type:Billing 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.

  A sales *** from PIC Home Pros came to my house to help me with the process of remodeling my bathroom. I was told the first 6 months of the loan for this project would be 0% interest and after the 6 months would be what I was approved for. We picked out materials dates and filled out the information on her i pad. First month charged finance changes, called both PIC Home Pros and the load company ******** and was told it was not 0% but 1.55% for the intro. I was not happy but went on realizing as I was signing everything did not notice it says this so shame on me. Now a few months in I noticed I am getting finance charges for the full agreed amount of *****%. I called again and this time I am told it was never 0%, or 1.55%. The documents I have says intro 1.55% and intro period ending 5/9/2025 but everyone is telling me different than what I was told verbally and what I see on the documents. I was lied to in order to sign a contract that was going to cost me much more than what I was told by PIC Home Pros. I called and spoke with ***** to express my disappointment and was told to give him a couple of days to see what he can find out. I did not hear back. I believe PIC Home Pros owes me the $571.88 I have paid in finances charges so far. I plan to pay the loan off this week to wipe this clean as I feel taken advantage of and not giving one more dollar to a company that misleads hard working people.

  

  Business Response

  Date: 02/21/2025

  Thank you for contacting us regarding your experience with financing. We apologize for the miscommunication on the financing terms, but this is something that we as a company have no control over. The terms of approval and the finance plan is at the discretion of the lender and is also based on credit worthiness.  If a certain plan is available, it is not guaranteed it will be approved. Since this is a relationship between you and the lender, we only have access to limited information.  We are happy to have our billing specialist reach out to help clear up the miscommunication. Thank you

• Initial Complaint

  Date:02/19/2025

  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.

  This company scammed my 77 yr. old father with an overpriced bath remodel that was never completed and left the place worse than when they started. The process was a mess, or worse, from start to finish.And they are still trying to get more money from my father and will not return my calls or emails.

  

  Business Response

  Date: 02/19/2025

  Thank you for your feedback, we at PIC Home Pros take these matters very seriously and will be looking into your concerns.  We strive for our customers to have a quality experience from start to finish. Someone from our management team will be reaching out to address any issues. 

• Initial Complaint

  Date:01/13/2025

  Type:Product 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.

  Ovtober 2024, after one missed appointment on their part, I was given a verbal estimate for remodel. I paid a deposit . I was not able to read the contract ( supposedly sent by email) until almost 3 days later after a resends. It specifically said any verbal promises not in this contract will not be honored. They knew I am disabled and needed all aspects of the remodel to be completed. Well the contract did not have the verbal promises. I told them to cancel and send my refund. They called and said that someone was on their way to do measurements did not show for the appointment. I again cancelled. They agreed and said they would process the refund. I have daily reminded them to send the refund. It is now 3 months and no refund. I am home bound and unable to work at this time. That equals no income. I need that refund and would also like 3 months of interest at this time. This is the worst comoany

  

  Business Response

  Date: 01/14/2025

  Thank you for reaching out. We take every concern and every opportunity on current and past projects very seriously and with great care. There were several attempts to contact the customer from point of sale to cancellation of the contract. We tried to do a site visit to appease concerns over the project and review with the customer but that attempt to connect and schedule was unanswered. We honored cancelling out the contract per the customer's request and have issued a refund. The customer should receive in the next week. Thank you 

• Initial Complaint

  Date:12/16/2024

  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.

  Summary: I paid ******** USD to PIC Home Pros to complete a shower renovation. The shower was improperly installed and my plumbing modified by installers. Over time, this caused extensive water damage and mold, with initial estimates of approximately ********* USD. Liability of PIC Home Pros confirmed by NH Licensed Master Plumber, **** Certified Tile Installer and Serve Pro Team.A fair resolution would be to utilize PIC Home Pros ********************PIC Home Pros hasnt responded to the request.Full Details:In March 2024, I purchased a shower renovation from PIC Home Pros. The installation was conducted in April 2024. The installers adjusted or modified the *** drain in the basement below, causing leaking which I discovered that evening. Within the week the installers remedied the issue.The shower installation was completed in May of 2024 and in use until end of October ******* mid-October of 2024 I noticed water damage to my basement ceiling. I hired a licensed NH Master Plumber to troubleshoot the water damage. He determined the PIC Home Pros contractors installed the shower improperly, as the walls were not waterproofed, and the *** drain was caulked instead of glued, resulting in water damage and mold growth. In November 2024, Serve pro came to generate quotes for the remediation of the water and mold damage, and repair post treatment. Treatment quotes have been generated and remediation quotes are actively being generated. For the next step, Ill need to get the project managers in touch with a PIC Home Pros Insurance *********** December the Serve Pro team provided all estimates, totaling approximately ***** USD. Per guidance of the Serve Pro team, the restoration cost is expected to increase once treatment of the mold and water damage is underway. I have been trying to get in touch with the PIC Home Pros team since November, but they have not provided me with any of the requested information, regarding PIC Home Pros ********************

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out about your concerns. *** takes all claims seriously and we are working to rectify the situation. We strive to make every customer happy and address any issues. Thank you for giving us the opportunity to make this right. Management will be in touch with next steps. 

  Customer Answer

  Date: 01/08/2025

  The company Pic Home Pros has not made a good faith effort to resolve this dispute. I am requesting this complaint be opened up

  Pic Home Pros representative ***** ***** reached out to me on 12/16/2024 informed me a claim has been filed and I would hear from an adjuster.
  As of 1/8/2025 I have yet to hear from an insurance adjuster.
  I have sent 4 emails requesting the name of the insurance company and number/ID of the claim filed.
  I have reached out on 8 seperate occasions via phone leaving numerous messages and have not received a call back.

  Customer Answer

  Date: 01/09/2025

  I'm reaching out because PIC Home Pros Management has made no good faith effort to rectified the situation. I am requesting to re-open this claim through the BBB.

   

  Thank you,

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

  

  Business Response

  Date: 04/01/2025

  Good Afternoon, We have been in constant communication with Mr. ******* and actively working to address the issues in his complaint.  We have evidence of each interaction and we have come to an agreement and a plan to remedy his situation.  When we received notification that the case had been "reopened" a few days ago we contacted Mr. ******* and he texted back that he was in the process of contacting the BBB to let you know that we were, in fact, working to resolve this complaint.
  

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/14/2024

  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.

  November 7 my husband and I ***** & ******** ********* contracted a complete bath remodeling job through the **** FLIP ad in a local ******* ***** ******** They did what initially appeared to be an excellent job until we returned our large vanity mirror to its place. Then we noticed the sink was not returned to its original place. The Mirror and the two side lights were approximately 4" off center, the sink leaked on the left corner puddle and the fawcetts were not completely screwed in, as well as the vanity cabinet handles were broken off.We had given them a 5 star review earlier before returning the mirror. Now we were thinking they would just return to reposition the sink correctly after all, we paid alot of money for this service. So we called asking for some resolve on Tuesday Nov 12 after the long holiday weekend break that followed the install. We called on the 13 and 14th.Each time we were told they were not available and would return our call. They have not returned our call and we are trying to get this resolved before our holiday guests arrive Thanksgiving week. Can you advise us on how to resolve this?

  

  Business Response

  Date: 11/14/2024

  Thank you for taking the time to contact us. We apologize for the frustration this has caused. We strive to take care of our customers efficiently and will be reaching out to rectify the issue if you havent been contacted already. Our goal is for you to have a great experience and be completely satisfied. Thank you for the opportunity to serve you. 

• Initial Complaint

  Date:05/03/2024

  Type:Customer Service 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.

  Worst ***************** Its been multiple weeks since they did the installation and it is not complete yet. The shower doors were not installed and the wrong showerhead was put in. I have contacted PIC Home Pros customer service on 5 separate occasions to get an installation date, no one has followed up with an answer. A woman contacted me claiming to be the director of operations or communications, (one of the two) and promised an email and follow-up, but I've received nothing.The installation staff were fine, they made several errors, that caused leaking pipes and damaged tiles. They rectified everything relatively quickly but I found some minor dame to my basement walls and they did not clean up everything. There was a lack of coordination from the company with the repairs. They showed while I was at work, no call or warning as to the time or even day We have paid in FULL ****** and services have not been fulfilled.

  

  Business Response

  Date: 05/04/2024

  Thank you for taking the time to write this review. We apologize for any inconvenience with our custom shower door program. Our custom products have an excellent warranty - and to properly install a custom door a laser measurement is necessary once the bath/shower are is completed. The neo angle doors are then custom manufactured and can take 3-6 weeks to get that custom door.
  
  This is explained in detail on the terms of your agreement: "custom doors will need to be laser measured upon completion of bath/shower area and custom manufactured and will be installed 3-6 weeks later and will require a temporary curtain system supplied by homeowner."
  
  We have met with customer twice for critical measure and expedited the glass with our custom manufacturer and explained to the customer we will have the door installed soon. 
  
  Thank you - ****************

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21639722
  
  I do not accept the business's response as a resolution to my complaint because: the deposit for service was made at the end of March- this should have been the time when the doors were ordered it has been over 6 weeks since then. You should be able to have the order tracking to know when the doors are completed and expected to be delivered. We have contacted multiple times and it took us posting reviews on ****** to have someone come out the home to measure and let us know 5-7 days. We were told we would be offered compensation if we take our reviews down. We are happy to do so once the job is complete That was last Tuesday. I am hopeful that we should receive a call to schedule installation today. There is no excuse for the lack of communication and follow through. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/23/2024

  Type:Product 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.

  Had all new windows put in my home. The windows I purchased have a lifetime warranty. One of my windows has been cracked for 6 months. My wife and I call the company 3-4 times a week and speak to a secretary that takes our name and number and says someone will call us back. Have not gotten any call backs.

  

  Business Response

  Date: 04/26/2024

  Good morning,
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter. We will update with manufacturer shortly.

• Initial Complaint

  Date:03/23/2024

  Type:Product 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.

  I was excited to place an order for a new bathroom in a condo with PIC HOME PROS, a bath fitting company. I originally placed an order on the March 16th which didnt go through becuase I had forgotten to update my new address on my Apple Card, After I helped ****** in their office get the card to work, she neglected to remove the original pending charge, and wound up double charging me and so I now have two charges for about $9400, totaling over $18,000 on my card! This maxes out my credit card while I am in the middle of moving. PIC Homes said that they would fix it it, but I have only received rather smug emails from ****, who appears to be the bookkeeper, and insists they owe me nothing and it is the fault of my credit card. BTW, at first, when I tried to call PIC, there was only an answering service to so I rescinded my order all together but no credit was applied. Their project manager called me, trying to calm me down, but he has been unable to resolve my refund from the company. ******* *****, who runs Apple Cards, told me that they are helpless in this until PIC Home releases the funds. How hard could that be? Meanwhile,the owner, *******, called me up and I told him that I simply wanted the charges off my card and he said it wasnt their fault and yelled at me for making him take time out of his day. He wanted me to say that it was an innocent mistake, which it was, but what happened after that shows me that the company is either incompetent or crooked. Their products might be fine, but the office is an administrative nightmare. I would NOT recommend using this company and need this amoung taken off my credit card.

  

  Business Response

  Date: 03/25/2024

  Good morning,

  
  Thank you for taking the time to contact us. We have not provided any services to ************** and we take financial information very seriously. After speaking to the bank that deals with our processing, they did confirm we never inititally processed the deposit due to customer specific issues. We then sent ************** a payment link and still the bank did not process, although her bank showed a pending transaction. We can only review our side of the transaction and we and other companies have found that some customer banks will show the transaction as a hold or pending transaction for a period of time and we cannot control or alter the bank transaction on which your card is connected. I know this may be frustrating, but we always take financial transactions very seriously and we did confirm 100% that we followed our company bank policy to reverse your transaction immediately when you notified our office and we send email documentation with transaction numbers to assist. We have confirmed no monies was ever transferred to PIC and we have done everything we can to assist in this matter. The *** and multiple executives have reached out to assist in this matter.

  We appreciate and thank you for the opportunity to serve you. 

   
  
  

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21476549
  
  This is categorically untrue. I never received said link from them. All I received was denial of responsibility. My credit card at ******* ***** informed me that *** did not release the funds but were holding them, which is why it was pending. The issue is now resolved through my bank, but I feel that this company mishandled my transaction and then lied about it. I do not accept the business's response as a resolution to my complaint because of these issues. This should go on their record.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/25/2024

  this is resolved. thank you.

• Initial Complaint

  Date:03/21/2024

  Type:Order 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 spend most of the year in our home in Truro, MA. We signed a contract with PIC Home Pros in October for a "wet" area in our Truro bathroom, and put a deposit down of $6,860.34 on 10/6/23. We paid the remainder on 11/6/23 for $5488.27. The total was $12,348.61. The installation was to occur 12/15/23. On 12/14/23 we were called and told that the stone had not been cut and the job would have to be put off. At that point, I said I wanted to cancel the job as the specific part (the stone) pertinent to our site had not been done, and the remaining items (shower rod, etc.) could be used by them on another job. I was told that they would have to get back to me. In further conversations (12/14, 12/15) I was begged to talk to the installer on Monday to see if the job could be done more to my liking. On Monday and then Wednesday I was told the installer was sick. They called 12/21 saying the stone would be cut and could be installed in January. We then were away over Christmas, and got Covid, so didn't deal with PIC. Talked to them in January (25,30,31, Feb 6) The last I heard from them was 2/6. I called 7 more times (9,12,13,28, 3/6,8), leaving messages with their receptionist, sent email to the president on 3/8. He sent an email back, saying someone would call. I called again on the 13th. I still haven't heard from PIC.
  

  

  Business Response

  Date: 03/24/2024

  PIC Home Pros prides itself on providing exceptional customer service. We have spoken to Ms. ******* and have set up a date to install her project on Thursday 03/28. Went over the materials and offered additional projects to add to her project. Ms. ******* will advise be either phone or text of the option she and her husband will chose prior to the Thursday installation. Ms. ******* and PIC Home Pros have come to a resolution, and we are positive Ms. ******* will love her finished bathroom. PIC Home Pros is excited to have another happy customer!