Complaints

This profile includes complaints for Paradise Home Pro's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Paradise Home Pro has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Paradise Home Pro

  3651 Centre Cir Fort Mill, SC 29715-9733

• 

  Paradise Home Pro

  5245 Capital Blvd Raleigh, NC 27616-2925

• 

  Paradise Home Pro

  16C Brozzini Ct Greenville, SC 29615-5339

• 

  Paradise Home Pro

  1147 Walter Price Rd Ste A Cayce, SC 29033-3537

• 

  Paradise Home Improvement LLC

  4139 Appalachian Way Knoxville, TN 37918

  

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:09/06/2023

  Type:Delivery 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 hired paradise to put in a new shower and paid them a down payment and was told that the would call me when they were coming to do the job.I am still waiting for that call.I have tried to get in touch with them but no one will answer my call after leaving my message. I do not know where to go from here. Please help me.

  Business Response

  Date: 09/21/2023

  Hi ************, it looks like ***** was able to help you this week with picking out the wall color for your project and we now have you on the schedule for installation on Monday 9/25/23. Please let us know if there is anything else you need. Our customer service phone number is ************. 

• Initial Complaint

  Date:09/05/2023

  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.

  My wife and I along with her sister own a home in ****** **. We contacted Paradise Homes in July this year to replace six windows. A sales person met with us at the home on July 17th to give us a price to install the windows. We agreed and signed a contract to install the windows. On July 27th I authorized them to charge my credit card $3000 as a down payment on the work. My wife received a call in the middle of August from the company saying that the windows were discontinued by the manufacturer and they would not be doing the work at the home and they were cancelling the financing we had applied for. My wife reminded them that we gave them the down payment, and the representative said they would refund the $3000 in a few days. I kept checking with my credit card company and received no refund. After a week my wife called and left several messages with the company and no one returned her calls. My sister-in-law tried contacting them and also received no return call. I also left several messages and have received no call back. It has been over three weeks and we can not even speak to someone at the company. They owe us our refund and at the least an apology for not promptly refunding our money.

  Business Response

  Date: 09/21/2023

  Hi ****************, 

  We did process the refund for your $3000 down payment back on 8/21/2023. It typically takes up to 10 days for the refund to show on your account, but I have seen it take longer a couple of times. I have attached the refund receipt to this response as well for your records. 

  Customer Answer

  Date: 09/23/2023

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

• Initial Complaint

  Date:08/23/2023

  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.

  Our issue started in September of 2022, we had a rep from Paradise home improvement come out and give us a quote for our new windows and sliding glass doors. We were told the total amount for our install would be ****** (found out later after install it was 33k) and the windows would be installed no later that November 2022.In November we called Paradise and were told that the windows were on back order for supply chain issues and we would be expecting the install at the end of December. At the end of December we received a call saying they would not be able to come out till the first week of January and to compensate us we were told we would be getting **** rebate off for our trouble. I was pleased and patiently waited. January of 2023 Paradise home came and installed windows and three new sliding glass doors at our home. One of the sliders was making a clicking noise and wouldnt close with out pressure in the middle of the door. The installer told us that it would go away with time and if it didnt in the next couple of weeks to call in a claim for replacement.February I reached out as the door was getting harder to close and a window in the laundry room had a piece falling off. I was told to email a picture of the id tag on the door and they would order a new one and when the installer came out he would check the other- and it would take 4-6 weeks.April of 2023 I called to check on the door- was told its still on order and would more than likely be in by June.June I called and was told it was never ordered and the email needed to be resent along with texting a picture to a ****** number. Was told 4 more weeks.Called on July 14 2023 and was told the door should be arriving the first week of August.I called August 10th as the door finally shattered from pressure. No one will answer - I have called and reached out on their text/online chat and no response- my sister called for me and got through but was told the door had to be re-ordered yet again

  Business Response

  Date: 09/21/2023

  Firstly, I apologize for all of the issues with your job. We do have you on the schedule for 9/25/23 to complete the installation and service for your project. Again, I am so sorry for all of the delays. 

• Initial Complaint

  Date:08/22/2023

  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 placed an order with Paradise Home in May to have a bathroom remodel which involved removing a tub and stall shower, and replacing the tub with a shower. The sales person said it would be a 2-3 day process. They called to schedule an install date around 2.5 weeks after the sale. The original contractor was ill on the day and could not come so they called and said they would said another contractor the next day. A different contractor came in mid June. All was going well until he noticed one of the shower walls had a hairline crack in it. It had to be re-ordered. That took over a week to come in. Then when it was installed, he found that the window trim they provided did not fit, it was too short. That had to be re-ordered as well. They JUST called me (8/21) to tell me the parts are in. This is something that should have been completed in June and it's now August. I am hopeful that the parts will actually fit this time and nothing else will go wrong. It's been frustrating as the company does not appear to check measurements or quality. The contractor is not an employee of Paradise homes. He is an independent contractor. He has been AMAZING to work with, that is one shining light in this whole mess.

  Business Response

  Date: 09/21/2023

  Hi **************, I'm so sorry for the delays with your project. We sent ***** out to finish up the job on 9/20/23, so please let us know if there is anything else you need. You can reach us at ************. 

• Initial Complaint

  Date:08/22/2023

  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.

  My shower has been leaking since its been installed, they a guy back in April 2023 to touch up drywall, then another guy 4 weeks ago, but it seems something internal was not sealed, now I cant get ahold of the company, keep being put on hold for hours and know one calls me back.I would like to have them tear it out and find the leak and replace everything

  Business Response

  Date: 09/21/2023

  Hi ******************, we have been trying to get in touch with you as well to set up a service for you. We have left a few messages as well on the phone number we have on file for you. We will continue to reach out, or you can call ************. 

• Initial Complaint

  Date:08/18/2023

  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.

  My overall experience has been mixed. The install I had was a nice enough guy, but was not punctual. This job was detailed to me by the salesman as a 1 day job that turned into a 6 day job. The first day, the install nicked our shower line and caused massive flooding in the bathroom and master bedroom. Which led to leaking downstairs in our dining room and living room. The installer tried using a shop vac and fans to get up and dry up the water. They sent a painter out to paint over the ceilings but no one to assess the possible water damage. I am having to get another company to do this before i get my insurance involved. New shower does look nice though, but was it worth what I am dealing with now?

  Business Response

  Date: 09/21/2023

  Hi ****************, we can issue you an accommodation check for your troubles. I just left a message on the phone number we have on file for you to discuss the payment. Please give me a call back at ************ to discuss. Thanks! 

  Customer Answer

  Date: 09/25/2023

   
  I am rejecting this response because: I chose this response to keep the case open. I have spoken to a representative of the company, but have not come to a resolution as of yet.
  
  

  Business Response

  Date: 10/13/2023

  Hello ****************, 
  
  Please give us a call at ************. 
  We will be happy to assess the situation. 
  
  Thanks

  Customer Answer

  Date: 10/25/2023

   
  I am rejecting this response because:
  
  I have not gotten any resolution from Paradise Home Pro even after speaking with one of their representatives on 10/09/2023.
  

  Business Response

  Date: 10/26/2023

  Hello ****************, 

   

  We attempted to give you a call and left a voicemail to provide you with a contact to resolve your issues. 

   

   

  Thanks! 

   

• Initial Complaint

  Date:08/08/2023

  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 ordered my bathroom remodel in Jan of 2023. I was told *********************** would be doing the job, Paradise pushed my install twice before finally coming out on March 30th to start the install. It took untill July 2023 to finish the work. On the first day of install one worker did not even know how to measure. I ordered tile for my bathroom, what was installed were plastic walls. . While here they damaged my new bed, I now have cracks in my walls and damage to my vanity were they attached the shower walls to. I also have damage where one worker hit it with his bucket. I now have to have walls repaired and repainted and a vanity replaced. I have called the company several time and have been told someone would get back to me about the damage which did not happen.

  Business Response

  Date: 09/21/2023

  Hi **************, I am so sorry for the issues with your installation. We have cut you an accommodation check and it should arrive to you in the mail by next week to help cover the cost of the damages. 

• Initial Complaint

  Date:08/07/2023

  Type:Delivery 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.

  On 3/8/23 we contracted with Paradise Home Improvement to redo our shower. It's been nothing but a nightmare ordeal! First install date rescheduled due to crew being sick. Second install date rescheduled due to crew being behind on another job. Approx 5/15/23 crew shows up (**************) and does not have enough wall panels. 6/21/23 crew arrives & wall panels are damaged. We spoke with ********************* & expressed our dissatisfaction. 7/7/23 crew arrives - demolishes existing shower then discovers wall panels are again damaged. ************************* comes to site & observes the damaged panels. Contacts his ************ tell them we're done. This is now the 5th attempt to get shower installed. 7/10/23 left voice messages for **************, *****************************, *******************, **************************************** the office manager - No one returned our calls. 7/13/23 we called ************** to see status - he informed us that panels are being reordered - will be discounted & sheetrock person would be out soon. 8/1/23 ************************* calls to schedule install - told him we would not go forward unless 40% discount & understanding that if install does not happen for any reason, contract would be voided/cancelled. He need to talk with manager. Called back & said they agreed & scheduled install for 8/3/23 & crew would bring new contract. 8/3/23 NO ONE SHOWS UP! We contact ******************* informs us that the company no longer exists as of that morning. Advised us to contact ******************* - we did & left voice mail. He never calls back. 8/4/23 ***** calls to schedule install. We tell her our conversation with ******************* just want this cancelled. She says there's no notes regarding ****************** call with us, that he's been fired & nothing was scheduled. She talks with ************ asked to have manager contact us. NO ONE RETURNS CALLS! We have been without our shower now since 7/7/23! We feel we've been extremely patient with this company, but enough is enough & want the contract cancelled!

  Business Response

  Date: 09/21/2023

  Hi ****************, I'm so sorry for the issues and delays with your project. I have cancelled the project in our system, and I'll mail you a confirmation of the cancellation, as well as reach out to the finance company to let them know to cancel the loan. 

• Initial Complaint

  Date:08/01/2023

  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.

  On June 14, 2023, a contract was signed by *********************** and Paradise Home Pro to install a shower. A deposit in the amount of $6326 was paid by check to the representative. ***************** entered the hospital on 7/1/2023, moved to hospice on 7/12/2023 and passed away on 7/13/2023. Her POA/Caregiver repeatedly called beginning 7/2/2023 with no response or return call. On 7/19/2023, we finally received a live person on the phone, who then gave us the number to "***********************". A message was left for *********************** to return the call and we also used their own website "chat bot" and a person called back and said that *********************** is the individual that can assist us in cancelling the contract and receiving a refund. On 7/20/2023, *********************** called back and we explained in detail our reservations about the contract and how there was no clear description of what was being done, when the project was to start or any completion date. We explained that ***************** had passed away and we wanted to cancel the contract and have the monies paid refunded to the estate due to the incomplete contract that we had and no contact. **************** stated that it was usually a 4 - 6 week timeframe before work began due to supplies being ordered and we stated that it had already been 4 weeks. She stated that the Operations Manager (*****) would need to approve this refund and she would update me. I asked for a timeframe on approval of refund and **************** stated she would have a response between Friday (7/21/2023) and Monday (7/24/2023). As of today's date, we have not received any information from **************** or the Operations Manager about the status of the contract cancellation and/or refund of the monies paid. We have left two(2) messages for **************** since the initial contact trying to get an update/status.

  Business Response

  Date: 09/21/2023

  Good afternoon, I'm so sorry for the delay in response but the refund of your down payment has been approved and we will cut a check for you. You should receive it in the mail within the next couple of weeks. 

  Customer Answer

  Date: 09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  Once the refund check has been cut and ready to mail; please forward the check details to me for verification.  Also, please make check payable to Estate of ******** M ***************************.  ***************** passed away 7/14/2023 and our attorney is requesting in payments or refunds be wrote this way.
  
  Thank you. 

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

  ***** *************************, Executor

  
  

• Initial Complaint

  Date:07/20/2023

  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.

  Paradise Homes was hired on 4/29/2023 to install one walk-in shower and four windows. The shower was scheduled to be installed on 5/24/2023. The contractors that came to do work were not what the sales people promised which were W-2 employees of Paradise Home and not third-party contractors. Upon arrival, the contractors evaluated the current tub/shower and attempted some demolition. They were unsuccessful and refused to do the work and said that someone from Paradise Home would be calling me to discuss. After discussing the situation with the representative that called, they mentioned they would be sending another crew out on 5/25/2023 to do the work. The next crew arrived on time but it did take a four days to complete the work, one of those days was a no showall in all it was 5 days including the original day of 5/24/2023.The windows were expected to be delivered/installed around mid-June. On 6/6/2023 I received a call from Paradise Home that they needed to send someone out to measure the windows again even though the sale team already did and took pictures. On 6/12/2023 the representative measured the windows. It was stated that the turn around time would be 3-4 weeks from that day. On 7/11/2023 I reached out to a representative to get a status update and within a few days they finally got back to me. I was informed at that time that they had to reorder the windows due to a mistake on their end and it would be another 3-4 weeks for receiving of windows with 1-2 weeks from there for install. I have sense been in communication with a representative from the company and are actively working on a resolution.

  Business Response

  Date: 07/25/2023

  I certainly apologize for the headaches that  you have experienced during this project. Customer satisfaction is something we take seriously and its never a good thing to hear that a customer is so displeased. With that said, it sounds like you are working through the issue with one of the representatives within our company. Whatever I can do to assist with that, please let me know. As for the billing modifications, Im happy to discuss that as soon as we get the project installed to your satisfaction. If you would like to reach out to me directly please feel free to contact me at *********************************** Thank you.