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.

close

Find a Location

NEWPRO Home Solutions has 3 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

• 

  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:12/05/2022

  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 11/05/2022 we signed a contract with Newpro roofing. We discussed with the salesman in depth that we needed all the wood replaced do to a mold issue in the attic. He looked and agreed. We gave a $6000.00 deposit. When they called to schedule the install I asked to make sure they would be replacing all the wood. They said NO it would be and additional $4000.00 if we wanted that. ******** took responsibility for his mistake said he did not add it into the price, hard to believe when their price was in deed thousands higher than most estimates. Well the Company would not stand by their employees mistake nor did they ever return any calls or emails. We spoke only to the salesman. He agreed to cancel the contract. Problem is now I have been fighting to get my deposit back. ALL calls and emails go unanswered!

  

  Business Response

  Date: 12/14/2022

  This feedback was escalated directly to the General Manager of our roofing and siding division. It was determined that the scope of work requested by the homeowner would cost more than what was agreed on in the initial contract. The design consultant who built this contract with the homeowner has reviewed the proper process with his manager to avoid any future mistakes. At their request, the homeowners deposit was refunded on Tuesday, 12/6. Since then, both the *** and the General Manager have called and left the homeowner a voicemail. We truly apologize for the confusion caused. As a company, we  never want to stop learning and stand ready to discuss this experience in more detail with the homeowner. 

  Customer Answer

  Date: 12/14/2022

  [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:11/24/2022

  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.

  Newpro came out in June to replace all the windows. At the time it was noticed that a screen was missing. Was told someone would back with it. A few weeks later someone showed up with the screen only to find that the weather stripping was missing. Was told he would be back to fix. This was late July.Add to that some of the windows sweat when it gets cold which is one of the reasond we replaced the old ones. To date we have not heard back from them. We have left numerous voice mails and emails and have gotten no response at all. Would like to get these issues resolved. Very disappointed in the lack of follow-up on this matter.

  

  Business Response

  Date: 12/02/2022

  NEWPRO apologizes for this experience. We are currently reviewing processes with our team to avoid any delays or miscommunication in the future. This feedback was escalated directly to our Director of Operations, who is currently working with the homeowner to set up a window service appointment that works  for the homeowners schedule. He has given the homeowner his cell phone number and email address for future communication. We truly apologize for any inconvenience caused. 

  Customer Answer

  Date: 12/05/2022

  At this point, we have been playing telephone tag to get this issue resolved. Sent **** an email this morning. 12/5, requesting the best day/time to discuss this situation. Waiting for a response to get this issue settled.

   

  Regards,

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

• Initial Complaint

  Date:10/08/2022

  Type:Sales and Advertising 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 had a representative come out to my house and quote a bathroom remodel. During the appointment they assured me that the company would be able to complete the project within my time line, I accepted their proposal and gave them a $1,000 deposit. Two weeks later I with no communication with the company I was finally able to get in touch with someone who informed me that the project would not be completed for several months (this was not the verbally agreed upon time line). I was also told that the site sales person was no longer with the company and not available to confirm the agreed upon timeline. I spoke to various individuals in their call center who informed me that there was nothing they could do. I told them that I felt like I had been lied to or they purposefully misrepresented their time frame. They finally got me in touch with sales representative and after weeks of poor communication and rude call takers I was fed up with the company and asked to cancel my project and requested a refund of my deposit as they had not even started the manufacturing of my tub surround. I requested my refund via certified mail in June and have yet to receive it, nor has there been any communication from the company.

  

  Business Response

  Date: 10/17/2022

  NEWPRO apologizes for the communication issues regarding this refund. We are speaking with members of our team internally to review the process and ensure that proper procedures that were put in place are followed. We never want a homeowner to feel like they have been lied to and pride ourselves on delivering a positive experience. We escalated this feedback directly to our ******************* The homeowners deposit has now been returned. Our Director of ****** Services has attempted to contact this homeowner to let them know that the credit card refund has been processed and to learn more about their experience. We take this feedback seriously and truly apologize for the inconvenience caused. 

  Customer Answer

  Date: 10/18/2022

  [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:10/02/2022

  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.

  We committed to Newpro Windows for a bay window and a new slider in February 2022. we received a call in late August that the window and door were ready and we settled on the date of August 29, 2022. We were told that the job would take two days ( originally it was one). Well, the job took 4 days and the job is still not finished. The window trim on the outside is not finished- the workers lost a piece of siding and the frame is bent on the one side that shows. Inside the window nail holes are not finished- they did not make sure the nail holes were covered- instead, they gave my roommate the stuff to put in the holes for us to do ourselves. The slider was better but the screen door does not fit properly in the frame and does not move easily. The trim they used around the slider is so wide and it looks like they dug it up from the basement or somewhere else! I have called repeatedly to ask when someone was coming. I spoke to a ******** who is a **************** Rep. she told me that someone would call me last Monday, then again Tuesday and then again Wednesday and then I gave up. I told her that I was going to file a complaint with the BBB. so here I am.

  

  Business Response

  Date: 10/09/2022

  We are sorry to hear about this experience as it is not reflective of what we promise homeowners who choose us as their home improvement partner. This feedback is important to us and was escalated directly to our General Manager, who has called the homeowner to discuss this experience. He has spoken directly with our team regarding communication and had them schedule a follow-up visit to address these issues. The General Manager has given the homeowner his direct number and will now be the main point of contact should the homeowner have any additional questions or concerns. We truly apologize for any inconvenience caused and are committed to making this right. Thank you and have a nice day. 

• Initial Complaint

  Date:09/15/2022

  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.

  First they were going to leave a whole in the wall. Fought that one and got it fixed.2 weeks later rust running down from all the fixtures and the hand bar loose, as well as the seat in the shower was coming apart.Service man came in needed to order a new seat this was back in April still no seat.The original installer did not use the screws stainless that came with the unit instead used cheaper galvanized and thats why they rusted. As far as the Handel the screws were to short and never sunk into the stud. That could have been very dangerous my wife and I are in our 70 s I just had a triple bypass last march and my wife had a knee replacement this past July.

  

  Business Response

  Date: 09/24/2022

  The homeowner has spoken with a member of our ****** Services team and this feedback was escalated directly to our Service manager. The manager is working closely with the rest of the team to ensure that these concerns are addressed and service is completed. One of our service technicians will be visiting the home next week to replace the grab bars and seat. As a business who has been serving *********** homeowners for over 75 years, we want to assure you that the safety and well-being of our homeowners is a top priority for our team. We take this feedback very seriously and we will make this right. We greatly appreciate your business and apologize for this experience.

• Initial Complaint

  Date:09/04/2022

  Type:Sales and Advertising 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 had Newpro put in a new tub put in on 04/25/2022. I had reached out to the provider prior to install to ask for a few changes (ie. more shelving) and never heard a response. When the installer arrived on the scheduled date I did not get my requested changes but was not bothered by it. ******* I was not happy with the open drain Newpro installed and called them a week later to ask for a new drain. I have very long hair and this type of drain will cause my hair to clog up my pipes very quickly. I did not hear a response and called again around Memorial Day weekend. I received a call from ***** at Newpro who reported a new drain had been ordered and I did not respond when they tried to contact me. I have never received an email or call from Newpro. I called again about two additional times since May and Newpro refuses to call me back. I would like a new drain and possible repair of the water stain in my living room ceiling that appeared once the new tub was installed.

  

  Business Response

  Date: 09/13/2022

  NEWPRO apologizes for communication delays and any inconveniences caused regarding this project. We have been delivering home improvement solutions to *********** homeowners for over 75 years and have built our reputation on delivering quality products and services. This feedback was escalated to our Director of Operations, who has reached out to the homeowner to discuss the concerns. He is working closely with our production team to work on a resolution for the drain and address any water stains. We truly apologize for this experience.

  Customer Answer

  Date: 09/13/2022

  [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:08/30/2022

  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 gave an order to have my tub/sub converted to a enclosed shower June, 2021. At that time, the salesman explained that there were many delays due to COVID, but said it should be all set to install in Sept, 2021. When I called in September they checked and my door wasn't in (It was a custom size door). Finally, after another call, they gave me an install date - 11/18/2021. The install was handled awesome, except no shower door. There were 2 other visits 1: where they had designed the shower for a right side entry (where my vanity/sink was). 2: they opened a brand new box and there was a missing part.. They said someone would be in touch to set up another appointment. Since then, I have not heard from anyone!! 9 months later and they have not scheduled an appointment so I could get my shower door in or called me with the problem.

• Initial Complaint

  Date:08/17/2022

  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.

  We purchased a new shower complete remodel from Nu Pro in February of 2022. When the base was delivered, after our current shower was removed, the shower drain did not align with the existing piping so the shower base could not be installed. The installer, a contractor, stated he would ******** Pro and have a new base ordered with a rush delivery. We have not heard from Nu Pro for 5 weeks, although we have left the sales rep repeated messages, called customer service, and even called the sales department trying to get someone to provide an update on the project. Our bathroom is torn apart with the old shower removed and no communication. This experience has been awful and I would hope no one ever has to deal with a company with such poor customer service. I requested a call from management and have yet to receive it. No surprise as no one returns our calls and we have paid 1/2 of the more than $13,000 costs. Completely unacceptable.

  

  Business Response

  Date: 08/24/2022

  NEWPRO apologizes for the delays in communication and any inconveniences caused. This is not reflective of the experience we promise homeowners who choose to partner with NEWPRO and we are sorry to hear that we have let you down. This feedback was shared with our team and one of our project coordinators has reached out to the homeowner. A return visit has been scheduled for the first week of September to complete this project.      

• Initial Complaint

  Date:08/07/2022

  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 purchased six windows from NewPro Windows LLC on August 31, 2019 for my condo. These were installed on November 10, 2019, and I was happy with the appearance. Last year the association board on my complex Water's Edge Condominiums decided to make improvements (roofing, siding, windows, doors) in the complex due to the property conditions. I explained to the board and SPS Solutions (contracted construction company) that six of my windows were updated. When they were removing the siding, they found out that the hardwood underneath and around the windows were rotten. SPS looked at the warranty from NewPro and recommended to put new windows as the other units because if they flashed the existing windows in place, these were prone to leaking. SPS contacted NewPro to explain the situation to see if they could get a solution. They spoke with *********************************** from NewPro Windows, who SPS vice-president ********************* sent all information to. After waiting a couple of days he contacted her back since the project was on hold due to this issue. She said all images and documents needed to be reviewed to come up with a solution by the end of the week (May 9, 2022). As of today, almost 90 days later, I have not received any word from NewPro Windows LLC, and I am still paying for windows that no longer have. I feel screwed and misled by NewPro because the installer should not have done the installation knowing that the hardwood around was rotten. I would not have move forward with purchasing new windows if I knew of the conditions of the windows. I hope you I could get a resolution soon.

  

  Business Response

  Date: 08/15/2022

  NEWPROs Director of Operations has spoken with the homeowner, who will be forwarding the contractors contact information to him directly. The homeowner will hear back from the Director of Operations regarding a a solution once we have made contact with the contractor. We are currently reviewing this project and apologize for any inconveniences caused.

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The next day I placed the claim, I got a call from *********************** Director of Operations of Newpro asking why I put a complaint on BBB.  I forwarded to him all the evidences that I have (emails, pictures and videos) and he told me that he will do an investigation at their side to give me a resolution.  
  After several reminders that I sent to him requesting a response, his feedback was always the same. He said that he is still waiting for answers to some questions that he made at their end.
  As of today September 20th, I  haven't received a final decision from Newpro and I feel very disappointed because I'm still paying a loan for six windows that I'm not using and are sitting on my garage. This is so unfair. Can someone help me on this giving me an instruction of how to get this solved?
  Thanks,
  **************************; 

  

  Business Response

  Date: 10/04/2022

  NEWPROs CEO as well as the Director of Operations have contacted the homeowner to discuss this project. It is unfortunate that the condo association required all unit owners to participate in the purchase of new siding, roofing, and new construction windows for the entire complex. The NEWPRO windows installed back in 2019 were installed per manufacturer specs and per our agreement. They would have perfectly been able to be reinstalled and weather proofed. Its important to note that prior to any work being completed, NEWPRO did receive written authorization by the management company and our installation method was approved. In 2022, the condo management company decided that all new construction windows would be replaced. We assume to keep the aesthetic look of the building and keep its uniformity. NEWPRO is putting their best foot forward by offering to pick up the windows and would be willing to provide a $1,000 refund for the customers inconvenience. Please note that these windows cannot be reused or reinstalled and we are only willing to remove them because we feel bad that the homeowner was put in this position when it could/should have been avoided. The homeowner has ****************** direct contact information if she has any further questions or concerns.

• Initial Complaint

  Date:08/03/2022

  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.

  Jaccuzi tub stopped working after about 3 months. Under warranty. This happened in Jan. *** August still not repaired. Poor customer service, no contact at Jaccuzi . Just need tub repaired.

  

  Business Response

  Date: 08/10/2022

  This feedback was escalated directly to our General Manager. He has spoken with both the homeowner and her daughter to address concerns with the tub and discuss next steps to get issues resolved. The General Manager is working closely with our team and will be contacting the homeowner with an update. NEWPRO apologizes for any inconvenience caused and is committed to servicing this project.