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:06/18/2025

  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 had Mr. Home Waterproof my cellar and installed a sump pump in 2016 alon* with a lifetime *uarantee! My sump pump was bit workin* properly and I called them several times leavin* messa*es ! They called me back twice! I also sent pictures of the pump breakin* down Ali * with a text. They called and left me a messa*e. They were impossible to connect with,so I asks them to call me with a price and a few dates and times that they can come out. I was *oin* to return their call to schedule! This went on for almost 2 weeks! On Saturday 5/30 their pump broke and my cellar had 3 inches of water alon* with dama*e! I had to *o to ********** and purchase a new one for over 200.00$ and have it replaced!They are refusin* to refund me and accordin* to them they arent responsible to refund me! Accordin* to the contract I si*ned, it stated that I had a lifetime warranty for faulty equipment inside my home! The pump was inside my home!

  Business Response

  Date: 06/19/2025

  Mrs. ********* contacted Mr. Home on 5/18/25 with a complaint that the discharge pipe on the EXTERIOR of her home had become separated. This could have been due to many things such as wind, someone bumping into it and has nothing to do with the waterproofing system not working properly also at this time the system was working properly and no water was in the customers basement according to her. The original job was done on April 18th of *************************************************************************************** response to Mrs. *********** complaint she was contacted on the next day 5/19/2025. Mr. Home attempted to call her and tried to leave a voicemail but her Voicemail box was full. Mr. Home continued to try to reach the customer daily (Photo attached of outgoing call log) but had no luck. Finally on 5/22/25 we were able to speak with her and let he know that Mr. Home would be happy to come and upgrade all of her piping from the exterior to the sump pump for a fee. We would normally charge $295 for this service however we offered her a discount of $195. Mrs. ********* stated that she would think about it and get back to **. The next communication we received from Mrs. ********* was a very extreme voicemail left on the office phone on a Friday evening at 8:55PM after business hours. Mrs. ********* was contacted that following Monday morning when the business reopened. Mrs. ********* at that time informed Mr. Home representative that her partner repaired the separated discharge pipe on his own but began to threaten to contact news stations and BBB if Mr. Home did not refund her for a sump pump that she went and replaced. Attached you can find a copy of Mr. Home Guarantee which clearly states that sump pumps are covered under a separate manufactures guarantee. This guarantee from the manufacture covered faulty sump pumps for 1 YEAR. The sump pump Mrs. ********* had was installed over 9 YEARS AGO and was no longer covered. Mr. Home is not responsible for the refund of **** *********** replacement sump pump. 

• Initial Complaint

  Date:03/08/2023

  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.

  The reason for this complaint is that the business, Mr. Home, did not successfully deliver the services agreed to and paid for by me. I am submitting this complaint as a last resort to resolve this matter without involving the courts which undoubtedly would result in more costly and time consuming proceedings. The owner of the business, Bill Sweeney, is aware of the nature of this complaint and refuses to resolve it. I hired the business to repair a leaking roof back in 04/22, for which I paid 1900. The company charged me for "exploratory work" which was to assure that the source of the leak was identified. Mr. Home charged 195 for this. Shortly after the crew completed the work, the roof continued to leak. When Mr. Home returned to evaluate the continuing problem, it suggested add'l repairs that would cost additional 1500. At that time I consulted with other businesses who unanimously told me that no repairs, other than applying 20 worth of tape were made by Mr. Home. Subsequently, I had several email exchanges with Mr. Sweeney, including one where he stated that there was no existing flashing around my chimney. The flashing is in fact the source of the leak as it has deteriorated over the years. After this, I lost confidence that Mr. Home has the knowledge and skills needed to repair the issues. Additionally, there is evidence of Mr. Home's worsening the situation by incorrectly installing a cricket. The back and forth with Mr. Sweeney was extremely inconsistent and not in alignment with what his crew has told me about the issues. Mr. Home has an extensive history of bad workmanship, as evidenced by several earlier complaints against this business. As many of the complaints are brought forward by women, I am not willing to let this matter go unresolved. I will also add that because the problem was not resolved, the water entering the house has caused further issues that will now cost me thousands of $$ to correct.

  Business Response

  Date: 03/09/2023

  TO : BBB 

  From : Mr. Home, Inc.

  Date : 03/09/2023

  Subject : ********************* / *********************

   

  In response to ****'s complaint; on 04/20/2022 we performed an exploratory for a chimney/ roof leak during an actual rain storm in her upper and lower attic space. At that time water was seen leaking in multiple locations but mainly the backside of her chimney's backside where the water was pooling. 

  We proposed a cricket and sealing her chimney which was done on 4/25/2022. After this she still complained of water leakage. After going there on (3) separate rain storms it was documented with video and photos that a valley was leaking. She refused that her valley is leaking. We went back (3) more times to prove to her. Even wanted to hose dont her chimney with her present with our mason and roofer. She refused to have us spray any water. We offered to even lead her chimney at NO charge! She ignores our phone calls and emails. 

   

  (* emails attached)

   

   

  Customer Answer

  Date: 03/09/2023

  
  I am rejecting this response because: Mr. Home's crew came to the house after I reported the leaking continuing and concluded that the flashing around the chimney is the source of the water entering into the house. Upon my communicating that to Mr. Sweeney, he responded that I did not have a flashing around this chimney (see attached email). I could not allow Mr. Home to continue compromising the area surrounding the chimney as it was clear that they were unsure of the solution. In the attached photos, a pre-existing lead flashing is clearly visible, as is the peeling tape that Mr. Home has applied to fix the leak!

  I responded to several of Mr. Home's emails explaining where I stand, however, after seeing that Mr. Sweeney will not hold himself accountable for the inability to fix the problem, I asked him not to contact me further. 

  I am not interested in continuing this back and forth, I ask for a refund to close this matter. If this is not the solution Mr. Sweeney will agree to, he needs to make that statement, I will then ask BBB to close the case and I will proceed with a claim in court.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/13/2023

  TO : BBB 

  FROM: Mr. Home 

  Date: 3/13/2023

  SUBJECT: Response 

   

  1.) We NEVER did her roof or her chimney work. Once again we never did or even gave her an estimate for her chimney pointing/ lead flashing or a new roof which she needs. 

  2.) we helped her with a cricket on the back side of her chimney and flashing tape on the chimney. 

  3.) After (6) visits with (3) different inspectors during (4) different rain storms there was NO leakage from her chimney but from another section of her roof. A valley is also leaking. 

  the emails have been included in our last response and speak for themselves. 

  Customer Answer

  Date: 03/15/2023

   
  I am rejecting this response because: I have documentation that proves the statements Mr. Home is providing are false. The fact remains Mr. Home did not make the repairs it was hired to do and left my roof in a worse shape than before its involvement. At this point I have exhausted all possibilities to resolve this matter without the involvement of courts. I am left with no choice but to take that route. 

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

• Initial Complaint

  Date:12/14/2022

  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 just experienced a major flood in my basement a couple of months ago due to a sewage backup and a tree wrapped around my pipes which my sellers didn't tell me about, and I lost everything, my insurance covered as much as they could, I did my research and found a business called Mr. Home in Wilbraham, MA. Servpro told me after they cleaned up my basement to get polished concrete done or epoxy flooring so that if my basement flooded again I wouldn't have to tare up my flooring again. I met with some contractors and the price that Mr. Home quoted was reasonable as my insurance agent informed me, so I went with them with idea they knew what I wanted. They sent workers to my home, they came some days and left when they wanted, they messed up my child safety gate and I have a baby who could have fell down the stairs many times, the owner sent them with another brochure to pick another color since he said he gave me the wrong brochure. So my husband and I paint since it looked close to what I originally picked, they painted my floor and it was not the cafe brown I picked but burgundy. So I asked them to change it. He then accused me of the color change and even said that he did epoxy flooring which he just painted my floor. Then he dropped off a check despite my numerous text messages stating that I wasn't going to accept a check and that he should finish the job, I went and pick new flooring texted him based on his request and he drove to my house and left a check in my mailbox addressed to my husband and would only responds to him. He also informed me that I could pay for the doors at a later time and that I had a month to do so, but he went ahead behind my back and took it out my floor allowance which limited my floor purchase money. I met with him again and told him what I needed, sent him the links to actual epoxy flooring supplies. They came, did 3 coats and one layer of gloss. They don't communicate at all either. After just 2 days the floor is already damaged!

  Business Response

  Date: 12/19/2022

  In response to your complaint. First we have NOT received any complaints from this homeowner! 

  As for her flooring, please refer to the contract and photos attached. She has picked out (5) different floors which she has us purchase and had us install (3) different floors. She never paid us for thousands of dollars in material and labor for all the changes. The photos, text messages, document her changes and the various damages the home owner did after different aspects of the job were done. We even attempted to refund her money at one point to which she would not accept. 

  Business Response

  Date: 12/21/2022

  In response to complaint #*******

   

  The Photos and text messages in this attachment document all activity & communications. All messages via text or by phone responded to: 

   

  1. Epoxy was done to manufactures instructions - 3 base coats and 2 top coats

  2. Flooring 

  a. Epoxy 1 

  b. Laminate 1 

  c, Laminate 2

  d. Sticky tile

  e. Ceramic tile

  f. Epoxy #2 - different from epoxy #1

  3. Floor had heavy furniture dragged on plus a washing machine. 

  4. Every day husband told of daily status. pictures to document daily damage from homeowner when we returned the next day. 

   

  Customer Answer

  Date: 12/21/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The flooring paint was done with 3 coats and only 1 top coat! Not 2! Listen this is getting very annoying with the lies. I am not a fan of lies at all! My washer and dryer were installed on 10/25/22 and the flooring was started and finished the first week of December. 1 month and a half later. The workers told me that they would be back to do the 2nd coat and when I went to work they came back and said to my husband that it wasn't dry as of yet and they had to leave because they couldn't do the second coat. They came back 2 days later and spent less than 20 minutes in which they told my husband that they were done. No second coat was done so he went downstairs to inspect the floor and walk on the floor and no second coat was done and he was able to walk on it! 

  I'm not sure if the owner has memory issues but he was not there when my appliances were installed so he is speaking falsely! My furniture was not dragged across any floor because as he seen they were all in boxes and we're delivered to my house back in August 2022! The floor is just done sloppily. If my basement floods again my flooring will definitely be affected which I was trying to avoid. A piece of double sided tape was put down to keep my area rug from moving and I had to move it over slightly and it peeled off the paint and coating, like what?!!! That's not epoxy!! He took money out of my floor allowance, which we had an oral agreement that I would pay him when I got paid and he told me in front of my husband that I can pay him in a month and that its no rush, yet and still he went behind my back and took it out of my floor allowance which depleted my floor allowance money, which on the contract it says $250??. So even though I went to home Depot and sent him images of the floor choices, which he acted like he didn't receive, I still could not pick what I needed because he depleted my funds without me knowing then told me when he was upset that he used the funds for the doors, and when I asked him about it he did not respond as usual! I have shown before and after pictures to numerous professional companies who actually know what epoxy flooring is and how it should look like and you would not like to know what they and my lawyers want me to do! This is stupid and unprofessional sloppy work and now he's lying on top of that?! God doesn't sleep! Unacceptable!!!!!!!
  
  
  
  Sincerely,
  
  
  ******** *** *****

• Initial Complaint

  Date:12/09/2022

  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 had a bulkhead replaced a few weeks ago and hey had to fix a problem with concrete on backside where they left a hole in concrete and a gap along the top and sides. and I am now having issue with front half leaking into cellar. Contacted company and they tried saying it was from condensation dripping but yet doors were dry ( no condensation) I took several pictures during a day when it was raining. You can see its coming from where the bulkhead meets the concrete. I dont believe the bulkhead was installed correctly from the beginning considering it didnt sit flush with the house like the old one did and now has gaps filled with caulking.

  Business Response

  Date: 12/12/2022

  on 12/7/2022 Upon inspection during an active rain storm the dampness on the top of the steps was from 2 separate sources. 

   

  #1) When raining condensation dripping off the interior door. When heat from the basement escapes into the hatchway the warm air causes condensation. Code requires an insulated door at the base of the hatchway which is not there. 

   

  #2) The old concrete casting of the hatchway is also wicking in water/ dampness. Tried to attach photos but file is to large, can email them separately. This can be mitigated by placing foundation tar over the old concrete.