Complaints

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

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  Independent Home Products, LLC

  59 Hempstead Garden Drive West Hempstead, NY 11552-2641

  
• 

  Independent Home Products, LLC

  Phoenix, AZ 85029

• 

  Independent Home

  Phoenix, AZ 85029

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:07/14/2025

  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.

  Contract started 1-17-25. Problems entailed the whole installation of bathtubs and shower. The main issue is I want reimbursed for the electrician diagnostic cost of $559.05 on 25 March 2025 that we had to pay because we did not know what was wrong with our hallway light that would not work. Found out the contractor cut a wire during installation of the tub in the bathroom above hallway. Company would not answer phone calls, texts, or emails for us to get this fixed. Electrician estimate was over $2,969.73. Got a hold of contractor eventually 2 months later and after repeated attempts to get this fixed, he came out in May to fix it. We want our money back that we had to pay. ISSUES: 1) Measured wrong size for master bathroom tub and it would not fit. They had to take it back and installed a smaller size. I had to repeatedly call/text/email to demand a refund of the difference in cost. 2) Shower doors were broken on first scheduled installation date so had to reschedule another date 3) Three toilets were delivered to wrong warehouse for pickup, then round ones were delivered instead of oblong ones so it took 3 tries to get them to us. 4) Electrical wire cut and general contractor that worked for the company fixed it instead of a licensed electrician. I am still waiting for a return phone call/email/text. Contacted contractor and he said they will bring it up in a meeting when he calls them. That was weeks ago. This company has no customer service.

  Business Response

  Date: 07/16/2025

  Hello *** *********,

   

  We humbly apologize for not getting back to you sooner.  We are reviewing the attached invoice and will most certainly be sending you a reimbursement check for the electrical issues.  It is being reviewed tomorrow, Thursday July 17th by our team.  Please **** at his office number directly at ************ on Friday mid-morning for confirmation of the reimbursement being approved.  He can also be reached via email at *********************************************************************.

   

  This will be resolved within 48 hours.

   

  Thank you

  Customer Answer

  Date: 07/18/2025

  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 and the matter has been resolved.  They said they would mail a check NLT 21 Jul 25.
  
  Sincerely,
  
  ********* *********
  
  
  
   
  
  

• Initial Complaint

  Date:04/24/2025

  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.

  Initial Contract 3/3/25 with Independent **************** *******. Provided for a $750 concession for a replacement 80gal H/W heater. I was unable to source an 80gal H/W heater for less than $2,800 plus installation. I cancelled the contract on 3/6/25 as no one from Independent Home returned my calls. **** ********** ******************** Manager reached out to me on 3/7/25 to retain my business. He included installing a New 80gal H/W heater and a New *** compliant toilet and a lifetime transferable warrantee, in the subsequent contract dated 3/10/25. Initially scheduled for installation on 3/31-4/1/25, Independent Home called and told me they are getting sent the H/W heater and would have it. 3/31 the tech arrived and wanted to start but did not have the water heater, his boss would be bringing later. I told him that without the deliverables present he could not start. His boss apparently called him and told him the H/W heater did not arrive. I rescheduled with them for 4/3-4. They called and said it was lost in shipping and wanted to install it the following week. We agreed on 4/15-16. The morning of 4/15 the installer arrived and removed the tub from his trailer to the street. It did not have the chromed handles and latches that ****** ******* pointed out to me in the sales literature.I asked to see the H/W Heater and he showed me one strapped to the inside of the trailer covered with a scrap piece of cardboard. He removed the cardboard to revile a large dent on the H/W control box who's cover dented in the main tank. The tank had a label "ceramic lined". I asked if the tank leaked. They had not tested it. I did not need to be fighting a battle between Independent Home and/or the H/W heater manufacturer on issues with a New 80gal H/W Heater. There was no *** compliant toilet either. Two out of the three contract deliverables were not present. Without the NEW 80gal H/W heater my household would be without hot water for everything if we used the new tub.

  Business Response

  Date: 04/29/2025

  This install was a 2 day job as *** ****** confirmed.  The toilet was to be delivered and installed on day 2.  The ** had a tiny **** on it, but definitely not something worth cancelling an entire project over.  As per the contract that was signed TWICE, *** ****** acknowledged that cancelling after 3 business days, let alone ON INSTALL DAY, is subject to a restocking fee.  We spent and lost multiple days of install revenue on top of all the added materials *** ****** asked for.  We arrived with those materials except for the *** compliant toilet that was on standby to be picked up at the local big box hardware store.  Its always the last item thats installed and since this was a 2 day install, we saw no issue picking it up on day 2 and putting it in.

  This was a customer looking for any excuse possible to get out of this contract and nitpicked on the smallest items as a way to get out of the deal. 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yesterday I received this from your office "This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********."

   

  I have visited the link and have found nothing new from the business nor the BBB.  Was this message sent to me in error? Was the message to me from the business not posted for me to see?

   

   

   

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

  Business Response

  Date: 06/09/2025

  My installers and crew have a very different account of what was said and the condition of the water heater and would attest to it. 

  Our products as per the contract attached were on site, in working condition and ready to be installed.  The customer refused, therefore the restocking fee applies as per the terms and conditions which is also attached. 

  If you would like to discuss the restocking fee further, please call ************

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business is correct in that we have different accounting of what happened.  No, the H/W heater was not going to work in the condition it was in, nor would the installer say that it would work. He said it would probably work, after he fixed it, and if it didn't, I could make a warrantee claim with the manufacturer.   I was to be getting a NEW 75gal H/W heater, and I expected that.  It was a part of the contract.  I was not going to get into the trap that I accepted something less to be installed absolving the contractor of responsibility and fighting the manufacturer when clearly the manufacturer did not beat up the water heater. Perjury is pursued in the State of Virginia, also this company is not registered with the ******************** Council to do business in the Commonweath.

  The remedy was for the contractor to bring a New 75gal W/H and I could be enjoying the tub today.  The delivery of the 75gal H/W heater was the cause of many delays by the contractor. I suspect the contractor purchased a damaged w/h heater.  At my house the burden of rescheduling of appointments 4 times on was not included in the contract price.  Both my wife and I are disabled and require a lot of doctor visits.  I am disabled because of my service to the ****  Rescheduling causes the delay in medical attention. The contractor could have shipped the W/H to my house, and it would have been here in the box waiting for them.  Many contractors do ship to the job location.  In good faith I took ******* word during the course of this that the W/H was lost in shipment.  It would Not have been lost or in poor condition if it was shipped here. If the box arrived damaged, I would have rejected it.

  Regards,

  ***** ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
  
   
  

• Initial Complaint

  Date:04/22/2025

  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.

  My complaint against independent Home is for the ongoing delay in getting walk-in tub installed. Installation of my tub started on April 2. I was told that the installation would take one or two days so far its been ***************************************** to use. The installer for the tub tells me that the tub has a leak in the drain system. A new pipe was ordered. The same problem existed after the new drain pipe was ordered, new pipe leaked also. As of Thursday April 10th Independent Home is in the process of shipping a completely new tub to the installer to replace the tub that has been partially installed in my house. When the new tub arrives, the installer is going to have to disassemble the first tub, move it out of my house, which requires them taking the door to the bathroom down. This reinstall process is the book is supposed to begin the week of April 13th. On Thursday when I talk to the vice president of sales, ***** at independent homes headquarters, he didnt seem too sympathetic to my problem. I informed the vice president of sales that if this tub thats coming the week of April 13 doesnt work and I want my $1500 down payment returned and I want to be compensated for the inconvenience. I have suffered during this process.

  Business Response

  Date: 04/23/2025

  Thank you *** ******* for highlighting Independent Home's commitment to excellence. 

  As you correctly stated we started the job and when we noticed there was a leak we had a replacement part sent out for overnight delivery.  Once we realized it did not fix the issue, we replaced the tub in a timely manner with a brand new walk in tub that was installed and completed on April 17th as promised.

  It was completed on April 17th as per the completion certificate you signed which is attached.  What you failed to mention, is that Independent Home has agreed to send you a rebate check to cover your first couple of finance payments for the inconvenience.

• Initial Complaint

  Date:04/22/2025

  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.

  walk in tub ordered and installed june 2024.walk in tub does not hold water.dec 2024 called for service.april the company sent a replacement handle.cannot send a technician to install.dont know when tech can come out.still waiting for service.

  Business Response

  Date: 05/12/2025

  Please call ************ and we will setup a service call for ****** to come by and put on for you.  Apologize for the delay.  

  Customer Answer

  Date: 05/13/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:04/18/2025

  Type:Product 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 made an initial inquiry to the company. Spoke with a representative, via text, advising that my husband and I will schedule an initial consultation walk through when we are ready. Since then, I have received several daily calls from various numbers. I reached out, to the same text number, advising of the excessive calls and request to be placed on the do not contact list. At least, 6 times per day, I receive random calls. This is becoming harassment and severe solicitation.

  Business Response

  Date: 04/18/2025

  You have been put on our DNC

  Customer Answer

  Date: 04/21/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******-*********
  
  
  
   
  
  

• Initial Complaint

  Date:03/10/2025

  Type:Delivery 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 put a down payment of $4,000 on a walk-in tub and wanted to make a modification before delivery but have been unable to reach anyone at any of the numbers provided. We want to cancel our order and get our money back.

  Customer Answer

  Date: 03/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Product 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.

  After I signed my name on the papers, I got to read all that I had signed. The sales *** looked at our water heater and it was a ***** gallon water heater and said it would be sufficient for us. Whenever I went to get in the tub and it filled up, you have to adjust the water to a slow stream and you have to wait 20 minutes or so for it to fill up and work. Then the massagers on the back of the tub didn&#**;t seem to help my husband&#**;s back and make my back sore. We haven&#**;t had it very long. The salesman said he would leave a business card, **** ***** was his name. We can&#**;t find the card to call him about this. We would like to get out of the contract because the product is really nothing that is helping us.

  Business Response

  Date: 03/28/2025

  Contract was executed on our part fully.  All sales are final.  That water heater is definitely sufficient for the tub that was purchased, perhaps it needs to be turned up or a booster attached to it

• Initial Complaint

  Date:02/26/2025

  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.

  Installation Delays and Unresolved Issues: A Call for Accountability Home improvement projects, especially those involving essential bathroom fixtures like walk-in tubs, require clear communication, proper planning, and professional execution. Unfortunately, our recent experience highlights significant lapses in these areas, raising concerns about reliability, accountability, and customer service. Conclusion and Next Steps The failure to deliver contracted items, lack of professionalism, and absence of accountability are unacceptable. We expect a prompt resolution, including:The immediate provision and proper installation of the missing shower curtain and waterfall showerhead.An inspection and remediation of any water damage resulting from improper installation.A formal response detailing corrective actions and a timeline for resolution.This experience underscores the importance of holding service providers accountable for their commitments. A professional installation service should not only complete a job as agreed but also maintain clear communication, quality workmanship, and respect for the customers home.We urge the company to rectify these issues without further delay and provide the level of service expected in a professional agreement.Please see the attachments.

  Business Response

  Date: 02/27/2025

  **** and *** ******** have been in constant contact the last few days.  Repair man came out today and will be back tomorrow to repair a leak and compensation has been discussed and almost agreed to re: the rain shower head.  This should be fully resolved shortly.

• Initial Complaint

  Date:01/08/2025

  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 am 96 years old and use the tub to get in and out I've been complaining since February of 2024 that the hinges are loose and the door is moving today the hinge cracked in half and if it wouldn't have been for my Aid being there I would have fallen straight out of the tub with the door on top of me I've called independent homes I've emailed them they told me they would send somebody in March then they canceled and then they tell me that they have nobody in the area there is a lifelong warranty and I asked them if I get someone to repair it on my own so then the warranty becomes void on all repairs there's a ** ****** who's supposed to be customer service and he's been ignoring my emails and my phone calls for close to 6 months all I asked is to have the hinges replaced now I can't use the tub because I can't close the door

  Business Response

  Date: 01/20/2025

  *** ****** no longer works for our company and our phone number for service has changed in the years since you bought the tub.

   

  Please call ************ for service.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   because phone goes into voicemail  left message awaiting call back want to keep case open at this time 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/12/2025

  12 days ago we responded that a reimbursement was being sent out.  Its been approved and should be mailed out any day now.  

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   We will wait and see if we get i the check

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/16/2024

  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 a tub with this company for $11,500. and had to pay this to a loan company. After one year they started charging interest monthly. I was told them that I would not have to pay any interest. The 1st crew they sent out cut my front door frame, the master bedroom door & 4 inches of the wall, the bathroom ************ In the bathroom the electrical switches were left hanging. I told them to leave immediately. I contacted the company to let them know what had happened and the owner bought us a new front door, however did not purchase new interior doors to replace the ones that had to be taken out and replaced with larger doors. He sent a new crew out to make all of the repairs and she did the best that she could do to make the repairs.This tub is supposed to have a limited lifetime guarantee for the original ower, I am the original owner. I had to call them earlier in the year due to the shower kept coming on when you turned on the cold water faucet . The metal piece on the door that the lever to close and lock the door, came off. So I was not able to use the tub. When I called about the tub to have it repaired they told me that they would have to send the person out that did all of the damages. I told them no not that one to which I was informed that they were the only ones in the state of *****, so since I had no choice then to send him out. The person that came out was the first persons son so I was ok when he arrived to make the repairs with the parts that was shipped to me for this. The parts consisted of one valve stem for the cold water faucet. Now it is December and it is bleeding through again so the shower stays on unless you lift up the shower valve. Now it is flooding my bathroom due to the door lever not locking into place. I am going to have to replace all of the trim in that bathroom. This company is not answering the phones and I have left 2 messages and called 3 times. I totally regret getting the tub.

  Business Response

  Date: 12/20/2024

  Please call ************ and ask for ****** or *****

  I don't see any messages as of now so wanted to provide the proper contact information for you.

   

  you can also email ***************************************************************