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:07/18/2022

  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.

  signed contract 1/14/22 quoted work to start ***** weeks may 20 was 18 weeks called early june no answer called june 22 no answer called july 14 spoke with ***** she told me someone will call me back called july ************************************************************ not.if not refund my deposit of $1,000.00

  

  Business Response

  Date: 07/25/2022

  NEWPRO apologizes for the delay in communication and assured the homeowner that their bath project with NEWPRO is still happening. This feedback was escalated to our ********************** One of our Senior Project Coordinators has called and scheduled the installation date with the homeowner for late July. 

• Initial Complaint

  Date:07/07/2022

  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 signed a contract with Newpro to have a tub to shower renovation at my mothers home. The initial meeting with the sales reps was great. However the install was awful. When the installers arrived it was raining. They stated that unless there was a place for them to work inside, they would leave. This was not told to me during the scheduling. I called the service number and was informed that the installers are supposed to have tents with them to work outside in mild inclement weather. Ultimately it stopped raining and they proceeded with the instal. After they were finished they stated they didnt have the shower door with them. The shower door was standard size and did not need to be ordered but they didnt have it. Leaving another 2-3 weeks for that to be installed. Finally, the installers left a huge mess. I sent photos to the sales rep, who eventually deducted only $200 for the mess. A mess which I had to clean in order for the bathroom and house to be liveable. There was dust, debris and tile all over the bathroom and hallway. 2 weeks later the door was installed without issue. 5 months later, the shower head began leaking, approx 2 gallons of water a day. It was safety issue since my mother didnt see the water and slipped getting into the shower. I called and scheduled a service appointment. The technician looked at the fixtures and said they needed to be replaced, and it would only take a few days. 4 weeks went by and I had to call again to figure out what was going on. The installer was scheduled between 8am and 10am. After the time came and went, I called the service number again and was told there was a mistake with scheduling. They were going to call me back to reschedule, they never called. I finally got in touch with the general manager who sent a tech out to replace the fixture.. 3 days later the shower is still leaking. I called the manager who said hed call me back. I never received another call. Awful service

  

  Business Response

  Date: 07/14/2022

  NEWPRO apologizes for this experience. This is not what we promise homeowners who choose to partner with us for their home improvement project. Your feedback is important to us and we have escalated this directly to our Director of Plumbing. He will be visiting the home on 7/15 for an on-site inspection and to determine next steps for this project. We truly apologize for any inconvenience caused.

  Customer Answer

  Date: 07/19/2022

  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 plumbing Director **** did arrive at the schedule time and fixed the issue. He himself stated that he was extremely disappointed in the previous visits from the 2 plumbers that looked into the leak. He said the problem was an easy fix (which it was) and that the technicians should have 1. Had the part to fix the issue and 2. Never should have told us that the wet wall needed to come down. **** was by far the most honest person we have encountered from New Pro. Given the time, inconvenience, poor performance and terrible service, I still do not feel that this resolves our concerns. They provided us with a $300 **** gift card in an effort to apologize. However, given that we invested almost $20,000 in this project; and have wasted several gallons of water from the leak over the last 2 months, I do not feel that the investment has met the expectation. I am still looking for compensation to recognize the poor quality of service.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 07/25/2022

  NEWPRO apologizes for the experience provided as it is not reflective of our mission to provide quality customer service. All members of the team involved with this project are being addressed privately. Homeowner has spoken with our Director of Operations to discuss additional compensation and any outstanding concerns. 

  Customer Answer

  Date: 07/26/2022

  The Operations Director stated we would receive compensation by mail for the poor service. Assuming this arrives as promised, I will accept the response and consider the matter closed. 
  
  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:07/06/2022

  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 moved into a home which has windows that were installed by NewPro. Upon moving in we noted that the windows would not close. We called NewPro and an individual came to our home to assess the window on 6/10. They reported that the window was sagging and it would need repair. We have had independent window repair companies come to assess the window and been told repeatedly the window was installed poorly, which is now why the window is sagging. Since the visit on 6/10, myself and my wife have attempted emailing and calling to follow up with NewPro (>15 attempts) about potential options for resolving this window issue. However we have been unable to connect with anyone. They have called back while we were unable to answer the phone ~3 times, at which point we call them back usually within **** minutes. We are given a generic call back line that goes to voicemail. We then don't hear anything further from them. We have left messages with customer service as well. I would greatly appreciate any assistance in resolving this matter. I am unsure whether this is covered by warranty as this is a new purchase for us, although I feel that it should be since poor installation led to this matter. Regardless, I would appreciate the courtesy of a call back with a direct number to .

  

  Business Response

  Date: 07/08/2022

  NEWPRO apologizes for any communication delays. This is not the experience that we promise our homeowners. We escalated this feedback directly to our service manager, who has now been in contact with the homeowner and scheduled a service appointment. All issues regarding the window will be addressed during the appointment. The homeowner has the manager's direct contact information for future communication. 

  Customer Answer

  Date: 07/19/2022

  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. 

  I apologize for not responding. I hadn't responded as currently things are a bit ** in the air. NewPro did respond within 24 hours of the complaint and I connected with one of their service managers. They then told me they were going to have someone assess my window last Thursday. 
  
  However, since last Thursday, I have not heard any response despite texts, emails and phone calls. So currently, I am unaware of what they found and what the potential solutions to fix the matter would be.
  
  As such, I was hoping to keep this case open until this issue was resolved. Would it be possible to reopen the case? 
  
  Thank you,
  Walter  

  

  Business Response

  Date: 07/27/2022

  The homeowner has reconnected with our Service Manager, who sent 2 technicians to the home on 7/26 to complete service. Our Service Manager will be following up with the homeowner post-service appointment to address any other questions or concerns regarding next steps with this project. 

  Customer Answer

  Date: 08/08/2022

  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. 

  NewPro did send out a single service technician on 7/26 to repair the window. This individual was unable to successfully repair it. I contacted the service manager who notified me on 8/1 that I should have a response from them with their proposed next steps in addressing the window issue later in the week. 
  
  I will be reaching out to NewPro tomorrow to see whether they have determined  these next steps. 
  
  I would greatly appreciate keeping this complaint open until a resolution has been reached. 
  
  Thank you,
  Walter  

  

  Business Response

  Date: 08/16/2022

  NEWPROs Service Manager has spoken with the homeowner and we returned for a service appointment on 8/10/22. The service manager and homeowner are in the process of discussing any outstanding steps that need to be taken regarding this project.

• Initial Complaint

  Date:07/01/2022

  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.

  Requested to be removed from solicitations and then my phone number (which consent for solicitations was never given for this number) started to receive text messages about services and estimates. Called 3x to complain and to be removed from federal do not call list My husband was then personally texted again soliciting services about low cost estimates

  

  Business Response

  Date: 07/08/2022

  Hi ********. We apologize for any unwanted communication that you received from NEWPRO. We are reviewing this process internally with our team to make sure that the proper procedure is followed when a homeowner requests to be removed from our contact list. This feedback was escalated to our management team and they have confirmed that your phone numbers are no longer on our contact list. We are sorry for any inconvenience caused. Thank you and have a nice day.