Complaints

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

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  NEWPRO Home Solutions

  26 Cedar St Woburn, MA 01801-2100

  
• 

  NEWPRO Home Solutions

  75 Brainard Rd Hartford, CT 06114-1603

• 

  NEWPRO Home Solutions

  475 Washington Street Suite 2-3 Wrentham, MA 02093-1100

  

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:10/18/2023

  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.

  Newpro installed a bath replacement in December 2022. As part of the contract and job, Newpro applied for plumbing, electrical, and building permits from the City. Upon completing the work in December 2022, Newpro did not have any of the final inspections done and demanded full payment for work. When we realized that none of the final inspections were done in Spring 2023, we contacted customer service and/or the permitting department in April, May, June, and July only to be told that they had referred our issue to the production department and someone would handle it as soon as possible. In July, we also emailed the plumber and contractor listed on the permit applications, and the plumber arranged the plumbing inspection on Aug. 14. He indicated that he would ask Newpro to schedule the remaining inspections as quickly as possible but we have received no further communications from Newpro since. We would like Newpro to obtain the necessary electrical and building inspections to close out their permits as this should have been done in December 2022, and we have been trying to get Newpro to resolve the situation for over 6 months.

  

  Business Response

  Date: 10/25/2023

  This feedback was escalated to our Operations Manager and the Director of Plumbing. The plumbing and electric inspections have been completed and the building permit is currently in the works of being closed out. Our Director of ******** has called the homeowner to make them aware of this update. We apologize for this communication experience as it is not reflective of our typical procedures. This communication error is being reviewed internally with the team to ensure that this kind of situation does not happen again in the future. We apologize for any inconvenience caused. 

• Initial Complaint

  Date:09/10/2023

  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.

  In August 2023 we were visited by a newpro sales rep. ** told us all these wonderful things about a new roof. Including that the roofers took many classes to install the roof. We got financed for a very very large sum. We could have had 2 roofs done for the price. But everything sounded amazing. We get the roof done. And the roofers (sub contacted) didn't even know how to properly install the roof. Our old roof and boards were supposed to be fully removed since we had old live edge boards and some mold. They didn't remove it just added ply wood over it. The vents were not cut out. And the edging of the roof is wrong. After several attempts of complaints to newpro who keeps telling us we will get a call to set up to fix... we never get that call after 3 different attempts of working with them. They then tell us they will redo the whole roof and call us to set that up and again no phone call. Also learning the roofers they sent has only done 2 roofs for newpro and they never went through the classes newpro says all their contractors must pass.

  

  Business Response

  Date: 09/18/2023

  This feedback was escalated to our Operations Manager. He has called and spoken with the homeowner regarding their concerns. We apologize for the inconvenience caused by the delays and the lack of follow-through. This is not the level of service we strive to provide, and we apologize for the frustration that the homeowner has experienced as a result. An on-site inspection is being scheduled at the homeowners earliest convenience to have these issues addressed and resolved. 

• Initial Complaint

  Date:08/08/2023

  Type:Order 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.

  As a rponse to a request for more information, we had a meeting with two NewPro associates re: two bath remodels. The meeting was extremely intense, as the associates kept dropping the price when we were unsure and offered "only if we sign today" deals. We felt extremely pressured and did go forward with a contract, although we had almost immediate buyers remorse. The project was delayed several times, and before any product was delivered or any company representative came on site, we called (several times before receiving a call back) to cancel our order. We had already paid almost $4,000 cash that was not financed, and were told if we were to cancel the job, we would still owe 30% of the total project cost which was approximately another $4,700 with deferred interest.We have not had one minute of work done in our home and the zero interest promo period is coming due at the end of Sept 2023, leaving us soon the hook for this 30% + exorbitant interest , bringing the current total to $7,503 in addition to the $4,000 we already paid - for NO WORK BEING DONE AND NO PRODUCT EVER BEING DELIVERED,

  

  Business Response

  Date: 08/14/2023

  NEWPRO has confirmed that all Greensky payments have been returned. The *** would like to learn more about this experience and is open to having a conversation regarding the initial deposit that we still have. He has called and left the homeowner a voicemail. He can be reached directly at ************.

  Customer Answer

  Date: 08/14/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****************************

• Initial Complaint

  Date:07/29/2023

  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.

  My mother in law purchased a Kohler walk in tub with jets from Newpro back in 2021 & over the last year (2022-2023) she has had to have the gasket replaced on the door replaced due to leakage. Then the door replaced, and now the tub is leaking below. Either at the piping or the handheld shower head! She has a 5 year warranty with a lifetime warranty on the shell & the faucets. When I called Kohler, I was told that the company (Newpro) who installed our tub, went out of business, and that they would need to find someone else to work on our tub? WHAT?!! $25k she paid! The person who did come does not normally work on these walk in tubs either! Omg!! She is elderly & was taken advantage of when she was living alone! NOT OK!!! Definitely not worth the money they charged her! No shower was originally placed. Just a handheld shower head. They charged her extra to put tile on her walls surrounding the tub. The drain has had issues several times. I could go on & on.Essentially, not worth $25k

  

  Business Response

  Date: 08/04/2023

  Both the NEWPRO and KOHLER teams are working with this homeowner . A specialized technician is being sent to the home to address these concerns so that we can figure out next steps for resolving all issues. We truly apologize for any confusion- NEWPRO still remains in business as a home improvement company that has been serving *********** for over 78 years.  NEWPRO and KOHLER remain committed to servicing this project.

  Customer Answer

  Date: 08/04/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/27/2023

  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.

  I am writing to file a formal complaint against Newpro (act.#******).In July 2022, I contacted Newpro to request the addition of replacement windows for my home. I was initially assured that the company could assist me with my request, and a representative was dispatched to my location on July 18th. The salesperson assured us the windows would be made and installed in October to our satisfaction. If issues such as windows installed improperly or didnt function correctly, they would resolve the issue. They also stated we would not pay for the windows until the installation was complete. The crew worked from 8am-9:30pm. The windows were removed before the replacements were installed. They measured and ordered them incorrectly, resulting in the old windows being put back in without sealing. During this time, one window was installed without the proper hardware (mentioned by the install crew) and another window had ripped screens. My air conditioning refrigerant line was damaged when an old window was dropped on the line. Two windows were installed with the wrong caulking which will result in damaging the new windows when trim is installed. I contacted Newpro and described the unsatisfactory job, as well as the damage to the new windows. The manager came out to inspect the damage and was very disappointed with the install. He stated a new crew would fix the issues. Despite several attempts, no representative was able to provide any meaningful assistance. ***, operations manager, has failed to send the change order he promised for the originally planned windows and two windows he agreed to add without fee. We are now paying for windows and repairs that we have not received. I believe that Newpro's actions constitute a violation of the Better Business Bureau's standards for ethical business practices, and I am therefore filing this complaint in the hopes that you can help me to resolve this matter.

  

  Business Response

  Date: 04/06/2023

  A NEWPRO Project Manager has been in communication with this homeowner. The homeowner has signed a change order and our team will be reordering the product. The Project Manager is in the process of scheduling a site inspection to assess the air conditioning refrigerant line damage. This is not reflective of our installation process and we are sorry for the inconvenience caused. 

  Customer Answer

  Date: 04/06/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/21/2023

  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.

  I had an estimate from Newpro Windows. I thought the estimate was for new windows. I signed the contract on November 18, 2022. Apparently, unbeknownst to me, someone came out to measure windows on 11/21/22. When I tried to get the loan approved for Green *** Loans, I was denied. The salesman said if I upped the household income, the loan would probably be approved. He suggested I have my son or daughter sign. I did and later learned she was put as co-signer which I definitely didn't want. My son, who works for a roofer/sider/window company said that what Newpro was providing was replacement windows and our windows are so rotten, I would need new construction windows. I tried to cancel contract and the owner *************************, told me they already made custom windows and I couldn't cancel. I don't feel believe that the replacement windows they sell will satisfy building codes. The owner told me they wouldn't put in windows that wouldn't do the job. I disagree; in the long run, the replacement windows won't work. In addition, I had two quotes from two window companies who quoted $24,000 versus Newpro's $35,036. Through Green *** Loans, at the end of the two-year payment deferrment, I would be paying $986 per month at *****%. This is quite en escalation in cost. I would love to have some assistance here. I want to cancel this contract. The owner has passed my information onto their legal department. I think this might be a time-sensitive situation. I appreciate anything you can do on my behalf.

  

  Business Response

  Date: 03/30/2023

  The *** has been in contact with this homeowner. The homeowner has attempted to cancel their contract far beyond the recision time period. The custom windows have already been ordered and made by the manufacturer. The *** is working closely with a legal team and the homeowner regarding this project. 

• Initial Complaint

  Date:03/11/2023

  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.

  Purchased a sliding door and screen from NewPro in September ****, which came with a Lifetime warranty. In July 2021 I contacted NewPro because there was a leak around door frame and the handle of the screen door was loose/broken and the frame of the screen was warped. A technician came to my home on July 6th, caulked around the frame and verified that I had a lifetime warranty and that he would look into getting a replacement for the screen door. U heard nothing back and began calling NewPro in August 2021 and continued calling to follow up on the varied responses about 11 times. During 2022, after having no success in *******************, I contacted the ************************ for assistance. They got the same response that I did, that it was in the hands of the manufacturer and a replacement should be available soon. After a period of time, the AGs office closed the case, saying that they could not force a company to comply, and suggested I go to small claims court. I then contacted 2 media outlet advocates for assistance, only to be told the same thing. I STILL do not have a functioning sliding screen on my door after 2 years of trying to resolve thisand I STiLL have a LIFETIME warranty.

  

  Business Response

  Date: 03/20/2023

  NEWPRO is sorry to hear about this. We escalated this feedback to our ** of ***** Services, who has attempted to reach the homeowner via call and text messages. Based on photos of this project, it has been determined that the damage done to this door is not a manufacturing defect. The ** of ***** Services will be discussing the warranty and next steps to servicing this project with the homeowner. 

• Initial Complaint

  Date:02/08/2023

  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.

  My nephew has made multiple attempts to contact this business regarding several issues related to the walk in tub. The most recent issue would be the drain not draining properly. He has called multiple times without a response. I would also like to discuss a previous visit in which both my nephew and I were recorded without our consent while checking on a leak related to the door. He has also requested multiple times to speak to the owner regarding removal of the tub as it has not been reliable and continues to have issues. We were also not made aware there is only a two year period where the repairs dont include a service call fee. The prior crack and door were fixed however based on the continued issues I would like to have the tub removed and go with a different contractor and brand.

  

  Business Response

  Date: 02/19/2023

  NEWPRO is sorry to hear about the issues regarding this walk-in bath project. This feedback was escalated directly to our Operations Manager. After reviewing previous service and project notes, the manager thought it best to set up an on-site meeting to review the issues with the nephew. It has been determined that no video footage was taken; the service technician who previously visited this home has only taken pictures so that our team can assess any damage. The manager will assess the draining issues and any other concerns during the on-site inspection. We truly apologize for any inconvenience caused and are dedicated to helping this homeowner. 

• Initial Complaint

  Date:02/06/2023

  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.

  October 2021 9 NewPro windows installed in my home. I'm having issues with 2 windows and have called company many times regarding the problem and the company has not responded in a timely manner.The remaining 2 windows that need servicing I have not heard back from company for 45 days. Also I've had trouble with another window in the bathroom I've been told by sales representative that the window would function properly and it doesn't. The company said they will install new window at cost.

  

  Business Response

  Date: 02/16/2023

  NEWPRO apologizes for any communication issues that this homeowner was experiencing. This was escalated to our senior service coordinator, who has called the homeowner and scheduled an appointment. Our Operations Manager is scheduled for an on-site inspection at this home later this week to assess these window issues. We truly apologize for any inconvenience caused and are committed to servicing this project. 

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising 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.

  newpro installed a step in shower in a new construction home. The builder grade tub and temp toilet and vanity had already been plumbed and were useable. Newpro removed tub/shower and installed new unit (and plumbing). we have had a constant smell of sewage gas. we removed the toilet to check for a leaky ring. found no leak. no leaks under vanity and ptrap either. We have also has a broken shower handle 3 times they replaced it but it still keeps breaking.we have asked to have a plumber come and assess the way the shower drain is installed. we've spoken with many managers and now cannot seem to get anyone to return calls after we were promised last week and as of today have not heard back from anyone.

  

  Business Response

  Date: 01/19/2023

  We apologize for the communication issues and escalated this feedback  to our Director of Plumbing. A Master ******* has been out to address the smell concern and has also spoken with the homeowner regarding the broken handle. The broken handle was due to the handle being forced to turn past its stopping point. A new handle has now been installed. We apologize for any inconvenience caused and is here if the homeowner has any future questions or concerns regarding this project.