Complaints

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

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  Long Home

  8530 Corridor Rd Ste 200 Savage, MD 20763-9503

  
• 

  Long Home Products

  16 International Dr Windsor, CT 06095

  
• 

  Long Home Products

  301 Fulling Mill Rd # 200 Middletown, PA 17057-5966

  
• 

  Long Home Products

  300 Myles Standish Blvd Taunton, MA 02780-5706

  
• 

  Long Home Products

  30 Centre Rd Ste 1002 Somersworth, NH 03878-2900

  

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:06/10/2025

  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.

  Did not receive shower head that I ordered. Original installation was extremely sloppy and unacceptable. Shower doors leak. They did repair the molding and calking. I made many calls regarding the water leaking after every shower. I have many pages of notes each time I got a chance to speak with a representative. Many times they would not return calls. After six months of installation I was told that there is nothing they can do about it. Very disappointing. They do no stand by their so called guarantees. I am a senior citizen with disabilities and thought it would make my life easier with a walk in shower. It has been a very hard situation both physically and emotionally. I expect a repair or partial refund so that I am able to have someone repair it for me.

  Customer Answer

  Date: 06/10/2025

  Sales person, ****** ***********, came to my home on 11-18-24 @ 10:00am.  Signed a contract with a $7,667.00 deposit.  Shower was installed on 12-12-24.  After numerous calls some repairs were made to the trim and calking.  Shower doors leaking and bedroom wall still an issue.  After 6 months of trying to get someone to fix it, I was told that there was nothing they could do.  I do have 51/2 pages of notes and names, dates and people I have contacted.

  

  Business Response

  Date: 06/18/2025

  Ms. *******, 

  We have completed the project per manufacturer standards and per contract. All requested repairs have been made, and we have explained to your directly that when you spray the water directly onto the track, it is normal to have some water droplets in the track and outside the shower. At this point, there is nothing further that we are able to do for you, and we consider this matter closed.

  Best,

  Long Home

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service 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.

  Contracted with Long Home Products to repair a roof leak. They sent an agent in December who diagnosed the problem and provided an estimate. I called them back in late March (when I had the cash) to initiate the job. I signed the contract online and paid the deposit of $1607.00 on 3/17/25.. The work was completed on 4/18/25, and I paid the balance of $ ***** upon receiving the invoice from *** *******.The roof continued leaking (like ************* in my house), and I called Long Home every day since the leak was growing worse. They informed me that they couldn't come out until March 14 for safety considerations on the roof. They came out, but have not informed me of their findings. **** from the customer service office will not take my calls. I understand from ****, another employee, that pictures were taken under the solar panels on my roof. My complaint is that I paid $4821 for work that didn't solve the problem, and I cannot get a response on a remedy. I ask my salesperson, ****** ****, to contact the appropriate parties in the company about a resolution. I think she went to corporate, but still, I've received no response.

  

  Business Response

  Date: 06/10/2025

  Ms. *******,

  We are very sorry for the issues outlined in this complaint. Our Senior Production Manager, ******* ****, will be contacting you directly to discuss these matters and reach a resolution. Please lookout for a call from him.

  Best,

  Long Home

• Initial Complaint

  Date:05/29/2025

  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 contracted with Long Home to have my sunken shower raised so, as a disabled person, I could get in and out of it without falling. I am 85 and walk with a cane or a walker. I was told by the salesman that the shower would be filled with concrete. (I was later told to prove that.) A wood platform was installed instead. (My home had flooded in the hurricane and the shower area had been gutted by a demolition crew.) My wife noted that the floor trim had no silicone under it and that even with everyday usage, water could get under the pan and into the cavity. The project manager told me there was no waterproofing. I regretted my wife getting angry on the phone and calling her an a** The woman then threatened with a lawyer and my wife threatened back (but of course she has no lawyer.) They charged me nearly $12,000 for a short days work. I believe I was mislead and taken advantage of. Can you help me?

  

  Business Response

  Date: 06/10/2025

  Mr. ******,

  Thank you for reaching out. Per our records and the conversations you have had with our production team, this project has been completed per contract and manufacturer standards. There is no other work that needs to be completed at this time, and we consider this matter closed.

  Best,

  Long Home

• Initial Complaint

  Date:05/28/2025

  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.

  Project Date: May *****, 2025 $21,802 cost. Down Payment $2,500. LH said I got the (returning customer discount)I requested: tub/shower conversion, hi boy toilet, flooring, grab bars, shower seat, 2 shelves in shower, painting, toilet paper holder, shower bar, shower heads. I purchased towel bar, medicine cabinet and venetian blinds, vanity for storage and painting, lighting fixture LH per agreement: tub/shower conversion, standard toilet, 20 inch pedestal sink, flooring, removal tub, toilet removal. Did not remove existing tile aside from shower, could not install vanity because of vent placement on floor reason for pedestal sink (poor quality). Painting was verbal not in writing. Removal and replacement of lighting fixture and polished shower fixtures Problem: No hi boy toilet, sink is 20 inches (very small) original was 24 inch inches, Could not use toilet paper holder nor towel rack (they are gold plated) fixtures LH's fixtures are polished chrome. You took toilet holder back although I paid for it. Contractor could not install neither because it would cause holes in tile. I want LH correct these errors for the exceptional high you charged. I am embarrassed to have guest to see a fixture that small and cheap looking! Would like a solution. Received a threatening email from lender. I am also shame that as a senior, this company convinced me to allow them to do the project although I had reservations. Early on I went as far to cancel but C..*** said it would be OK. I now know the real deal with LH

  

  Business Response

  Date: 06/05/2025

  Ms. *******,

  It is to our understanding that we have completed your project per the contract and manufacturer standards. On your addendums, you removed the vanity and added a pedestal sink in its place, and removed the medicine cabinet from the original agreement. In the additional notes on contract it states that we are not responsible for any painting, tile work or drywall work. 

  Given these details, we consider this matter closed, as everything has been fully completed with your project.

  Best,

  Long Home

  Customer Answer

  Date: 06/09/2025

  I have decided to seek legal counsel. It is not as simple as Long Home has purported. I appreciate your efforts for mediation between parties but there response was inadequate. Thank you.

  Customer Answer

  Date: 06/10/2025

  Thank you for your attempt to mediate. As stated, it is not a matter of being dissatisfied.  However,  legal mediation is the only

  recourse at this junction.  No further communication will be necessary. All other matters pertaining to this matter will be handled

  legally. Again thanks.

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service 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.

  July 2024 $35,000 Replace a flat roof was completed.A corner of the part that wraps around the building has come loose. Its bent. I have been trying for at least three months to find someone to discuss this with. Evidently all my contacts are no longer there. Finally spoke to **** last Wednesday. He said he would check and call me back. This is now Monday and no return call. I have left two voicemails since Wednesday.

  Customer Answer

  Date: 05/21/2025

  I am not looking for any type of refund or monetary value.  I just want them to come out and fix the area that is bent.  With the wind and bad weather we have been having I am afraid it will blow off and cause a real problem.  Evidently the wind caused it to come loose in the first place.  Maybe it wasn't attached properly to begin with.  All I want is to have this corner piece replaced properly.  Thank you!

  

  Business Response

  Date: 05/23/2025

  Ms. ******,

  We sincerely apologize for the frustrating experience and lack of communication in regards to your roof. It is to our understanding that you have been in contact with ******* ***** from our team, and she has scheduled an installer to visit you this Saturday the 24th to inspect and repair your roof.

  We look forward to meeting with you at that time.

  Best,

  Long Home

  Customer Answer

  Date: 05/29/2025

  They were sending someone last Saturday but no show. Said vehicle broke down. Supposed to come this Saturday 5/31 but havent confirmed yet.

  Customer Answer

  Date: 06/01/2025

  Long Roofing was here yesterday 5/31 to repair the roof.  Thank you for your intervention.  

  **** ******, Culpeper VA 22701

• Initial Complaint

  Date:05/09/2025

  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.

  Constant solicitation calls. At least 4 to 6 per day.

  

  Business Response

  Date: 05/21/2025

  Ms. ******,

  Thank you for bringing this matter to our attention. We want to extend our sincerest apologies for the unwanted phone calls you received from our team, we truly regret any inconvenience or disturbance we may have caused.

  We have immediately removed your number from our call list and have taken steps to ensure that you will not receive further calls from us. We deeply appreciate your patience and understanding. If theres anything more we can do to make this right or assist you further, please dont hesitate to reach out.

  Best, 

  Long Home

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service 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 partner and I had a new bathroom installed. Initially, when we met with sales they advised the shower bench was included with the shower. Since that was the information we were told we didn’t think it needed to be named.
  I wanted a bench specifically because my partner has type 1 diabetes that has gotten so bad she’s lost feeling in her feet and there was a risk of her falling. Well, unfortunately she fell several times and finally I had to call and see what can be done. I spoke with ******* Jones who I believe is the project manager, due to the circumstances he had the bench installed. However, while his men were here I had asked a few questions because the layout didn’t seem right. They confirmed the shower rod was too low and the shower head that is supposed to move doesn’t. I’ve been reaching out to ******* who assured me about 2 months ago the supplies would arrive in 2 weeks. Since it’s been way beyond the 2 weeks I’ve been trying to get information and he either doesn’t answer or I simply get “they haven’t arrived” without no explanation or time frame.

  

  Business Response

  Date: 04/24/2025

  Ms. *******,

  We just received all the parts and ******* has reached out to you to get you scheduled for this, please let us know what date you are available. We look forward to reaching a resolution!

  Best,

  Long Home

  
  
  
  

  Customer Answer

  Date: 04/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 04/24/2025

  I’d like to schedule ASAP to fix the issues. This is adjusting the curtain rod and changing the shower head so it moves. Thank you 

• Initial Complaint

  Date:04/02/2025

  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.

  Long Home Products refuses to return my phone calls regarding repairing the peeling window frames on two windows installed in June 2009. I want to schedule an appointment for someone to look at this window. No one is returning my phone calls
  
  Long Home Products repaired/replaced the peeling window frame on another window in 2021. However, they are not responding to my call this time.
  I have made numerous phone calls since December 20, 2024. Each time, I am told someone from the service department will call me back to schedule an appointment. With the exception of one call, no one has called back.
  
  • On January 10, ***** called and left a voice message. I returned her call but never received a response.
  
  • I continued to make calls In January, February, and March of 2025. Each time, I am told that someone from the service department will call me back to schedule an appointment. No one called me back
  
  • On March 25, 2025, I called and spoke with ****. She explained that the warrant was a manufacturer's warranty, and since my windows were installed over 15 years ago, the manufacturer may not have the product anymore.
  
  o She quoted me $75 per window and $150 labor to repair the windows. She said she would talk to someone in the service department and call me back by 3:30 pm.
  o When I told her that was what everyone told me and that no one ever called me back. She stated that was because everyone was working from home, but she was in the office and would go to the service department and call me back by 3:30 pm.
  o I never heard from **** or anyone from the service department.
  
  I am a long-time Long Home Products customer and have purchased numerous Products, including windows, cabinets, bathroom, roof, fence and a kitchen.
  
  I don't appreciate being treated in such a disrespectful manner.

  

  Business Response

  Date: 04/08/2025

  Ms. *******,

  Our service department has this scheduled for you on April 22nd. We want to reiterate with you that the issues you are having are not under our warranty, and we are taking care of your issues as a courtesy. 

  We look forward to reaching a resolution on April 22nd. 

  Best,

  Long Home 

  Customer Answer

  Date: 04/14/2025

  This was not a Guarantee Or Warranty Issues. My issue was they were not returning my phone calls to discuss the matter.  They finally called me after I filed the Complaint with the BBB.  The service is scheduled for April 22nd.  I will let you know if there are any other problems.  Thank you for your assitance

• Initial Complaint

  Date:03/28/2025

  Type:Customer Service 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.

  We had our shower and tile replaced by Long Baths less than six months ago. We called last month to report that the caulking was turning yellow and that we wanted it all replaced. They explain that they apologize and explained to me that the caulking that was originally used was old and they would have someone come out to replace it. The technician they sent was confused about the job and thought he was to repair the caulking in the shower only. We explained to him it was the entire caulking around the tile and that we wanted white. He removed pieces of the caulking (for testing purposes) from the top of the window and tub. He received a call from his boss who instructed him to repair (gray caulking) what he removed and to leave and that someone would be reaching out. The gray caulking was done sloppy and look like it was done by an amateur or someone that was drunk. I even sent pictures, there is absolutely no excuse for this kind of work for the amount of money we paid. Its been a month and we have been getting the run around. We called, emailed (sent pictures) to get rescheduled and have gotten nowhere. Two weeks ago, an inspector was suppose to come out to investigate the job; he ghosted us NO SHOW, never called or email or anything. We are left with looking at yellow and gray caulking. Now our $24,000.00 bathroom look tacky and cheap. This is the absolutely worst customer service we have ever experience. This company takes your money, and treat you like s***

  

  Business Response

  Date: 04/07/2025

  Ms. *****,

  We are incredibly sorry for the issues with your caulking. A member of our team, ***** *****, has been attempting to reach you to schedule a time for a manager to visit your home and inspect the issues discussed. Please get back to her at your earliest convenience. 

  Best,

  Long Home

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once they schedule and complete the job. I am waiting on them to schedule me a date to repair ALL of the caulking as we discussed this week when they did a home inspection. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/28/2025

  Type:Customer Service 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.

  We had a shower renovation in March, 2023. In January 2025, a crack was noticed in the floor of the shower, as well as gaps in the caulking of the shower ceiling where it meets the wall. On January 30, 2025, ******* ******** from ********* came to the house, inspected the damage, took pictures and stated the floor base would need replacement. On February 3 and February 12, I sent an email to **** *******, supervisor at Long Bath requesting an update, no reply. On February 26, I sent another email to *******, again no reply. My husband spoke with **** on February 25 and 27, and **** stated once the part had arrived, an appointment for repair would be made within days. Nothing happened. On one occasion, my husband spoke with ******* and requested an update, was told she would call him back within an hour, which never happened. On February 28, both ******* and **** confirmed the part had been ordered and would be available in 10 days or so. My husband called on March 25 and spoke with May who confirmed the part was indeed in the warehouse and we would be contacted for installation by *****, the production manager. On March 27 I left a voicemail for ******* asking for an update. I also called the corporate office that day and spoke with ****, was left on hold for 11 minutes while waiting to speak with a supervisor, then I hung up. I called the corporate office back, spoke with ***** who had no knowledge of the situation and explained the entire problem to her. She said that the production manager ***** would call us back with an update, still no response. I called the corporate office again this morning, asked to speak with a supervisor, was told they all were busy and that an urgent email would be sent to ****. We are still waiting for a reply. Meanwhile, we have taped over the crack in the floor of the shower and are hoping no damage is occurring which we cannot see.

  

  Business Response

  Date: 04/07/2025

  Ms. *****,

  We have a service scheduled for Tuesday 4/8 arrival between 8-12. We will be replacing the shower pan and touching up caulking issues related to the install. ******* ***** will remain in contact with you regarding updates to your project.

  Best,

  Long Home

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****