Complaints

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

close

Find a Location

House Pro, Inc. has 2 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

• 

  House Pro, Inc.

  6115 Skyline Dr., Suite C Houston, TX 77057

  
• 

  House Pro, Inc.

  6115 Skyline Dr Suite C Houston, TX 77057

  

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:02/28/2024

  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.

  - Date of Transaction: 06Feb24
  - I pay the FAHW $82.83 per month contract & they pay House Pro as a contractor.
  - I pay the FAHW $100 for each service call & they pay House Pro as a contractor.
  
  - Business commitment is: "Repair or replacement of expressly identified appliances, home systems, parts, components or equipment (collectively, Item(s))."
  
  - Nature of dispute: House Pro is refusing to "REPAIR" my air conditioner. They want to "MODIFY" my air conditioner. I need my air condition equipment "REPAIRED".
  
  - The business has NOT tried to resolve this issue:
  1. A House Pro manager or supervisor has not contacted me.
  2. House Pro has said that a manager would return my call.
  
  - Account: ****** ****** ***** ********* **** ****** * **** ***** ******* **********

  Business Response

  Date: 02/29/2024

  Hello,

  I have forwarded your information to our service manager for a follow up call.  In order to get more information, what is it exactly you are looking to do? I reviewed the attachment "********* AC - Email state AC is covered 2024.pdf" that does say the AC is covered but with out of pocket expenses paid by you to the contractor (House Pro) of $1116.  I do not see any payment collected for this amount in our records.

  Customer Answer

  Date: 03/01/2024

  "MODIFY" the AC system does not equal a "REPAIR" or "REPLACE".  The documentation provided do not state that this company will "REPAIR" or "REPLACE" the AC.

  The AC equipment needs to be "REPAIRED" or "REPLACED".
  

  A "MODIFICATION" will not "REPAIR" the AC system.

  Business Response

  Date: 03/07/2024

  We are still unsure of what it is exactly you want.  If you want to move forward to complete the work you would need to pay the non-covered costs of $1116.  It sounds like you have an issue with that amount but this is amount that has been determined by First American Home Warranty and this amount is listed in the letter you attached titled "********* AC - Email state AC is covered 2024.pdf".  Per that letter  - "To complete the required work, the contractor has also identified some items that are not covered under your home warranty contract. We have validated the contractor’s findings and confirmed that either your warranty does not cover or you have exhausted the available limit for: Modifications, Refrigerant processing, Maintenance".

  We have reported what would be required to do the work to First American and they have determined the non-covered costs.  If you are not happy with the non-covered costs or believe your contract should cover more then you would have to discuss this directly with First American.  To be clear, House Pro is a separate entity from First American.  We simply report our diagnosis and what would be required to compete the job correctly, safely, and up to current building code requirements.  First American takes that information and determines what is covered versus what is not covered.  House Pro can not determine or change the coverage amounts from First American.  So if your issue is with the amount of the non-covered costs then this would be something you need to discuss directly with First American, we (House Pro) have no control over determining what is or isn't covered by a policy.

• Initial Complaint

  Date:11/14/2023

  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 October 14, 2023, I filed a warranty claim with my Home Warranty Company for an Air Conditioning Unit which was not cooling. My Home Warranty Company assigned this claim to Contractor, House Pro Incorporated. House Pro sent a technician out to our residence on October 17, 2023. The technician was very rude to my wife, as soon as he walked into the door. The technician denigrated home warranties, and then told my wife our HVAC unit was old and his company could replace it. He told my wife that he didn’t trust the duct work, because the wrong air filter had been installed. (note: I had a second and third opinion and both companies said my air filters were proper)
  After some back in forth with House Pro and the home warranty company an out of pocket cost was established and the order was placed to have the evaporator coil on one of my AC Units replaced.
  On October 27, 2023, House Pro sent a technician, different from the first technician, to our residence to complete the repair. The technician spent approximately 3 hours in our home and seemed to initially complete the repair to a satisfaction.
  Over the course of the next week or so, the temperatures in Katy, TX were in the 40’s, 50’s and 60’s. The air conditioner which had been repaired was not being utilized. Starting around November 4, 2023, the temperatures in Katy rose to around 80 degrees. This led to the repaired air conditioning unit to operate moderately to keep the home cool to around 75, and those temperatures continued for the following days.
  On the night of November 7, 2023, my wife noticed a leak coming from the ceiling of my daughter’s bedroom. Above her bedroom, is the Air Conditioner House Pro repaired. At first, my wife could not determine the cause of the leak, and the leak seemed to stop after about an hour. On November 8, 2023, my wife noticed the leak had grown and was now a steady stream out of the ceiling.
  My wife and my father discovered an uncapped T-Connector for the Air Conditioning drain line, which was causing water to drain back into the house.
  
  Also of note is the yellowish appearance of the original pipe compared to the white appearance of the T-Connection.
  I contacted my home warranty company on the morning of the November 9, 2023, and they contacted House Pro. House Pro then called and spoke to my wife. House Pro stated they could not understand how they could have caused the damage because the repair was completed 2 weeks prior. (Note: my previous statements on the temperature in Katy at the time). House Pro agreed to send a technician out the morning of November 10, 2023. In the interim, a bowl was placed under the T-Connection to prevent water from dripping onto the ceiling.
  The House Pro Technician arrived on November 10, 2023, and before looking at the air conditioner, claimed that House Pro was not responsible for the damage. He stated the pipe was obviously like that before hand. When questioned on the new appearance of the T-Connection, the technician said it wasn’t new and was original to the installation of the Air Conditioner. When questioned about the new blue pipe glue, the technician stated it wasn’t new. The technician said the work order did not indicate any repairs to the main drain, and therefore any claims of damage would have to be taken up with House Pro Management. The technician then installed an extension and cap on the T-Connection. After the technician had left, my father was able to get an angle under the previously leaking T-connection and found a date code, which indicated the T-Connection was manufactured in 2023. This date code matches the new fittings that House Pro conceded were part of the Air Conditioning Repair. Additionally, the new blue pipe glue is present. I have not had any previous claims for ac repair.

  Business Response

  Date: 11/14/2023

  We have received your complaint and will be reviewing it with all of technicians, the installers, and the owner of the company to determine if House Pro was at a fault and determine the correct course of action.

  I know the original visit is not of much concern but I would like to clarify the first technician was attempting to tell your wife of 2 different issues, the ductwork was in bad shape due to it being ripped, old, and not properly strapped, and the second separate issue was the filter was the incorrect size.  I have attached one of the pictures that was sent with your initial diagnoses showing one of the places where the ductwork has been split open, I believe this is was his concern regarding the ductwork.  Unfortunately, he did not take a photo of the filter so I do not have it but according to him the filter was too thin, it was not the correct 4" depth.  You should be able to read the size off of the filter to verify what is in your system now.  Other contractors may be more lax in what they find appropriate but we recommend the exact match for our customers. The technician, Raj, has a thick accent so he may of struggled to communicate clearly.  I apologize if he was rude to your wife but I believe this was likely a miscommunication and he would not intentionally be rude.

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  They are currently discussing the matter with Technicians and Management. Once, they have made a decision on how they will remedy the damage, I will evaluate further whether or not to accept their decision. 
  
  
  
  Regards,
  
  Christopher *******
  
  
  
   
  

  Business Response

  Date: 12/22/2023

  The damage caused to the ceiling has been repaired at no cost to Mr. *******.

  Customer Answer

  Date: 01/09/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:05/20/2023

  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.

  I have had this company come out to my property on 3 different occasions. The first occasion, nothing was worked on. The kid just told me he flipped the breaker (for an $85 service call). The unit stopped cooling again in about half hour. I called and they said they would come back the same day. Never called. I called them, they called me a day later. I had my wife stay home from work after I stayed home the first time. Same guy came out and this time claimed he cleaned the lines and my wife paid almost $300. About 30 minutes later it still was not working. I called back, they called me about 3 hours later claiming the guy was at my home. Well, guess what...someone has to work for a living to pay the bills. Especially after paying $85 for a service fee when the tech did jack, then another close to $300 for him to use my water hose to spray the line and claim he is done. The report was sent to my home warranty as lack of maintenance causing failure. Bullshit....it is a bad fuse breaker that needed to be replace and a fan issue. Not a neglect of an aging unit. They wanted to get a $10+ sale from me on a new unit. My unit is barely 15 years old. This report is causing issues with First American Home Warranty. They are now neglecting coverage on my unit claiming it needs to be replaced then they can resume coverage. I demand a refund, I want my money back for the service visit of $85 and the $300 my wife paid they did nothing. How dare these contractors prey on people of minority cultures. If I needed a new unit, I would get one, so to put false accusations in a report because I am not buying a new unit from them is ludicrous. I am sure this bastard tech and FAHW are working together to take advantage of black families. I will seek legal representation for defamation, scamming, lying from. both FAHW and HousePro. So 3 visits and my home is still reading 90 deg. and you all have my money in your pocket. I got a 2nd opinion and it was a breaker and fan issue.

  Business Response

  Date: 06/05/2023

  We spoke with Mr. ****** last week and were able to amicably resolve his issue.

• Initial Complaint

  Date:09/08/2022

  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.

  August 2, 2022
  This service is associated with ***** ******** **** ******** as a recommended a/c contractor.
  House Pro inspected my home a/c system and told me I had a leak that required $1k+ to repair, or I could change the entire system for over $10k. for a new system. After getting a second opinion, I was told the previous technician left the freon cap off and a leak may have occurred during service by House Pro. After recharging the system and checking for leaks, no leak was found. Cost of second opinion service was $300.
  I contacted the House Pro owner/ manager, Mr. ****** numerous times to help resolve the $664 charge for miss-diagnosing the problem, but have received no response. Companies need to take ownership when an error occurs and put customers first. It's apparent Mr. ****** doesn't care.

  Business Response

  Date: 09/14/2022

  We're sorry you were not satisfied with House Pro's service.  Unfortunately ****** was out of the country for the last 3 weeks but he is now back in the office. We have reviewed your calls and it appears the $664 you paid was to perform maintenance on the condenser coil, evaporator coil, and drain lines.  This items were necessary for the system to run correctly and perform any type of accurate diagnosis. In regards to the statement that our technician left the cap of the schrader valve causing a refrigerant leak;  Your system was already low on freon during our initial visit, which is why the coil was frozen.  This indicates that there was a leak somewhere in the system prior to the first service call we ran at your home.  Hopefully this information answers you questions regarding the service.  If you have any additional questions ****** will be sending this response to your email as well and you can respond directly to him.