Business Profile

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Independent Home Products, LLC

Headquarters

Complaints

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

Customer Complaints Summary

71 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/31/2024
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.
10/30/2024: Sellsman came to sale walk in jet tub. After he left I checked prices and found prices sky high. Cost of: $ *****. We called early on 30 October 2024 to cancel order. One number was a number of a walk in tub; not to "Independent Home". Two numbers: *****************-************. A guy called me to intimidate me to keep their contract. I told him to void the contract. He will not get any of my hard working retirement money. I'm mad!
Business Response
Date: 11/20/2024
We cancelled your contract immediately after your call. No money was taken or exchanged.
Threats of violence to our team members were both unwarranted and completely unacceptable behavior
Initial Complaint
Date:10/22/2024
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.
This company independent homes, walk-in tubs does not keep appointments does not answer the phone. **************** is completely unanswerable sleazy sales tactics.
Business Response
Date: 11/01/2024
We had a delay and tried re-setting the date pushing it back by just 4-5 days but were fully committed to honoring our end of the contract. Unfortunately the customer did not honor theirs.
Initial Complaint
Date:09/09/2024
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.
This NY address is the one from the brochure, but the work was done in ********, however, I cannot find a local address on their website. I originally asked them about a crack in my newly installed shower, May 2024, but by the time they finally returned my call I also had a leak that is being soaked up by several towels a day. They called us Wednesday, September 4th and said, well call you back. We called again on Friday, but you have to leave a message, no one ever answers. My concern is mold and that the leak may become larger while I am at work and begin to produce more water that could leak into the rest of my house. I have exchanged some messages with ************************* ********************. My husband doesnt want to touch it because he doesnt want to void their warranty and we dont want to call a plumber because they likely would not pay for that, but I am left with a leak that has already soaked a good bit of the boards under my house and I cannot get them to take this matter seriously. How do I get them to come and fix this?
Business Response
Date: 09/12/2024
This is being scheduled with ******, please call ****** again today to confirm date and time
Customer Answer
Date: 10/02/2024
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:

My husband did not receive a call today as promised. If they are trying to reach me on my phone they need to stop (however, I do not have any voice mails, so I would imagine they did not) they need to call my husband ONLY. He is retired and I work and cannot answer the phone during the day. My husband also has no voice mails and he did answer his phone to the political ads all day in anticipation of this call.

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

Sincerely,

**** *******

Customer Answer
Date: 01/06/2025
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:

It is clear to me that the business has zero intention of ever fixing my crack. At this point I would be concerned about retaliation from any employees entering my home, but I do wish for there to be documentation that no one from this business ever contacted me again after they said they would take care of it in November 2024.

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

Sincerely,

**** *******

Business Response
Date: 01/20/2025
The crack is on the caddy of the shower not the pan itself. The unit is in perfect working condition as it was discovered the leak in the home was not due to our work either when Jerry was there. We have parts and silicone coming to you from Onyx with a color match. Should arrive in the coming days via UPS or FedEx.
Initial Complaint
Date:07/29/2024
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.
In 2019 we purchased a walk in tub with a lifetime warranty. In April of this year we had a problem with the drain on the tub I talked with someone at the business I was told they would send a plumber out. I waited never heard anything from them. I contacted Better Business Bureau and finally got a plumber out , he fixed the drain and told me it had caused floor damage and he would put it on his report to them. I called the following Monday was told they had the plumber's report and someone would contact me to get the problem solved . Well I have called them and left messages no response. It has now been 6-8 weeks. Now when I call the don't let it go to voice mail. Can you please help me . My floor isn't going to fix it's self and I'm worried about mold .
Business Response
Date: 07/29/2024
A voicemail was left by ****** our **************** Manager on June 21st. Please be on the lookout for another call tomorrow from our team.
Thank you!
Customer Answer
Date: 07/30/2024
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]
I called him back and got no answer. I have been calling back every week 2 or 3 times a week , leaving messages. I did not call them last week because my calls weren't even going to voice mail . I have all of this saved on my phone. I have tried very hard to be patient and understanding. Please I'm asking for them to honor the warranty. Thank you !

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

Sincerely,

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

Business Response
Date: 07/30/2024
More than willing to honor it....please call ************, ****** says another VM was left today
Customer Answer
Date: 07/31/2024
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,

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

I will give him a call .
Thank you MJH
Initial Complaint
Date:07/12/2024
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.
Phone harassment Ive blocked over ************************************************************************************************** manager they claim is not in something needs to be done with this company no one have to go through what Ive gone through
Business Response
Date: 07/17/2024
Number has been put on DNC
Initial Complaint
Date:07/11/2024
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.
We purchased a walk in tub from Independent home. It was the Big Boy Dignity. when delivery day came the installers found out that they couldnt get it in the house. The salesman who was at the house didnt not measure everything needed. So they said they were going to get us another model. We asked several times if it was wide enough for my wife to use and were assured it was. Unit came in and was installed and we discovered that it was only 20 inches on the seat we needed wider. It was to small and we expressed our concern but they said not to worry. WE need bigger. It was also popping the **** circuit breaker. They came out and replaced the **** but it still does it when draining the tub and stepping out. So that issue is not resolved. We have called several times and have only gotten through a couple of times. We even called home office and the manager said they would check into it and nothing.
Business Response
Date: 07/29/2024
Hello,
We offered to install the larger tub but it would've required cutting into the drywall and repairing it thereafter but customer did not want to do so. We then offered a different custom sized model that was longer at 60 inches in length. Customer agreed to it along with a discount. We are more than willing to discuss this further. Please call ************ and ask for *** or ******. Thank you.
Initial Complaint
Date:06/10/2024
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.
Purchase Date 6/13/23 paid 13,000$ Walk in Tub from Independent Home LLC. Tub has lifetime warranty. I have been trying to get items fixed for 12 weeks now. Only one out of 3 items have been fixed. Door seal, tub was unusable for 3 mo. (fixed now). Air jets, 6 out of 21 jets do not work. tec nor install mgr. can figure how to fix. Micro ******* systems motor has seized up and will not work.I have waited for 1 week for call to schedule replace or repair. almost impossible to talk to someone or get promised callbacks.
Business Response
Date: 07/02/2024
parts were sent to repair this ****************** is the tracking info
customer service tried to reach out but we seem to be missing each other
please call ************ and ask for ***
Customer Answer
Date: 07/02/2024
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 repairs have not been done. they are scheduled for the end of July, the quickest the company could work it in their schedule. The only attempts at communications have all originated from me.

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

Sincerely,

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

Business Response
Date: 08/20/2024
Please call and ask for ****** who is in charge of CS
Customer Answer
Date: 09/03/2024
Better Business Bureau:

At this time, my complaint, ID ******** regarding Independent Home Products, LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

****** ****
Initial Complaint
Date:05/15/2024
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.
11/23 my husband was discharged from ***; he has a trachea now. I sought to give him a better quality of life with a more convenient tub opt. 11/30/23 Rep. ******************** said fast Installation. We are senior citizen with disabilities. Down payment of $1,500. Its been 6 mos. ***************** is uncompleted. Began Thurs 12/14/23, tub was improperly installed Saturday. Original water-resistant wall was too short & had to be redone. Measurements taken by ***** were incorrect & contractor had so much difficulty completing installation. 12/16/23 give a check of $12,000.00 to ******************** with an understanding that he was coming back to complete installation & unfinished repairs. 12/17/23, ****************************** ******************** Manager, said measurements space for tub were incorrect, thus, setting in motion numerous problems with installation. Asked **** if he was going to fix *********** Tub was not inserted on floor correctly. 1/3/24 ***** never came back to finish installing tub. 1/15/24, another Installer, **** came with a punch list to complete what ***** did not do. Project request failed again. ******************** Installation Manager, told **** Not to do all things on punch list". 1/24/24, I told **** I want Tub REMOVED because water leaking. CPI Plumbing Heating ******************** Anacortes, **, plumbing came 4/22/24 & Electric 23rd. 2 Electrical invoices proving walk-in-tub cause damages. The reports, pictures & have small video. 4/30/24, **** said they "are not authorized to remove tub free of charge when there is a clear solution to it being in good working condition. Water is cold in tub; Soft Touch LED ***************** Seat does not work, Three Speed Therapeutic Air Jets on lowest speed; jets-stings & hurts my upper thighs. This is clearly an electric shock. 5/1/24 NOW I have a heart murmur. Handheld Shower Wand Low-Pressure, Vibro Sonic Massage not custom-made, 7 Step Threshold is too high & ******************* keeps falling apart. We are proposing mediation.
Business Response
Date: 05/16/2024
we have sent multiple installers to service the tub and an outside plumbing company as well.
we also gave ******************** a $1500 discount. We have honored our warranty every step of the way.
we have offered to re-caulk the tub and repair the electrical part as well.
Customer Answer
Date: 05/21/2024
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:

1. Business have sent multiple installers to service the tub
Contractors: 12.14.23 -First Installer told me he was a sub-contractor. He was the one that improperly install the walk-in tub.
First of all, I saw the Representative measure our shower and bathroom and told me, she is going to give the measurement to the installer. She did not give First Installer Contractor the correct measurement to the tub, he called Installation Manager, that was the first time I heard his name but did not talk to him until 2.1.24. Neither the First Installer Contractor nor the Installation Manager inform me I was getting a 31x37 cube walk-in-tub, with a door thats uneven and it will leak onto the floor, thats how the manufactured made it. 1.3.24 First Installer Contractor never came back to finish installing the walk-in-tub, if he would have known the leak and uneven door was normal manufactured, he may have return back.
1.15.24 -Second Installer Contractor, came to our home to clean, repair, and fix up the damage that the first Installer did, the installment Manager told him Not to do all the things on the punch list. Installation Manager may have also told 2nd Installer Contractor to inform me about the leaky tub. Thats when I heard for the first time that cube tub door is manufactured uneven, and the tub door will be dripping onto the floor, its perfectly normal Second Installer Contractor said. I told him, if we knew that the tub was going to be leaking, I would never have purchased the tub. I learned the company does not have their own contractor; however, their website says they do. Only two came to our house (First Installer came three times and Second Installer Contractor came only one time to our home.) they were both sub-contractors.

2. Outside Plumbing Company
1.4.24 to 5.20.24 I told the ************* so many times about the water is dripping on my floor and God knows where the water is going, they did not take the problem seriously. ************** invoices confirm what I was telling ************* from the beginning of the New Year 2024. ************** (was a Plumber 4.22.24 and an Electrician 4.*****) reported Its the walk-in-tub leaky water problem. ************** put the bill in my name for me to pay. ************* needs to pay the bill. Attachments are in the email.

3. Gave ******************** a $1500 discount
Friday 1.19.24 E-mail to company, given what Second Installer Contractor said and did not do because installer Manager told him not to fix everything on the list. The numerous well- documented problems with the project, the companys failure to timely and successfully complete the punch list and damage to the walls as well as defectively manufactured materials, please confirm by email that you are waiving the remaining $1,500 under the agree contract. The waiver provision was a condition to allow the company and their contractors additional attempts to make the project right after the numerous problems going back to early December 2023. No discount, its a refund for company not fixing the walk-in-tub and our property back in good condition, like they agreed to do in the contract by the Scheduling & Finance Manager Attachments are in the email.
4, Honored our warranty
12.4.23 -   We agree to the 31x37 cube walk-in-tub with questions. The Representative never said anything about the tub is going to be leaking. My questions were: Will my husband be comfortable relax and maneuvering in and out of the tub as a 5'9", and with the Lifetime Warranty mean to dead do us apart? NO, I did not ask questions about tub leaking water in my house. Field Representative send me a picture of a cube tub just like the one I have with Scheduling &Finance Manager in the cube model spa, so roomy, I did not see an uneven tub door, on the picture. See attachment in email.
12.14.23 - First of all, I saw the Representative measure our shower and bathroom and told me, she is going to give the measurement to the installer. She did not give First Installer Contractor the correct measurement to the tub, he called Installation Manager, that was the first time I heard his name but did not talk to him until 2.1.24. Neither the First Installer Contractor nor the Installation Manager inform me I was getting a 31x37 cube walk-in-tub, with a door thats uneven and it will leak onto the floor, thats how the manufactured made it. 1.3.24 First Installer Contractor never came back to finish installing the walk-in-tub. 1.15.24 -Second Installer Contractor, came to our home to clean, repair, and fix up the damage that the first Installer did, the installment Manager told him Not to do all the things on the punch list. Installation Manager may have also told 2nd Installer Contractor to inform me about the leaky tub. Thats when I heard for the first time that cube tub door is manufactured uneven, and the tub door will be dripping onto the floor, its perfectly normal Second Installer Contractor said. I told him, if we knew that the tub was going to be leaking, I would never have purchased the tub.

1.3.24: First Installer never came back to fix tub and clean up unfinished work. Because he could not level the tub in properly.
Company refused to acknowledge the reason the tub is uneven causing water to Spill out of tub onto the floor.
1.4.24 - IMMEDIATE RESPONSE REQUIRED !!!   Someone needs to clean up this mess! We have two options:
On 1.24.24 & 2.1.24, 2.2.24, 4.8.24; I informed ********** &Finance Manager & Installation Manager, through email; I wanted the walk-in-tub removed.

On 2.1.24 - At 10:00 am, This is the first time I actually talked and interact with Installation Manager on the phone and then we emailing each other after. Talked on the phone about solving our bathroom and kitchen problems. Walk-in-Tub door, put wallpaper on bathroom wall. He informed Toe and I, that the cube tube door leaks and tub is uneven. I told him; I wanted the walk-in-tub removed. He said he is working on the door drain and will paint the kitchen wall. It took him 68 days to tell us he is not going to fix the door drain. 2 months & 9 days waiting. That is unacceptable, who would buy a leaky tub? Not me!

We are still waiting on the tub to be working properly. Is that the reason ************* have a life-time warranty so they can keep coming to the house fixing things thats not the primary problem? The company knows the tub is not properly leveled on the floor. First Installer Contractor did not come back for a reason, he knew he messed up big time. This is not a PROFESSIONAL INSTALLATION; we are soon to be seven months trying to get the tub completed. Walk-In-Tub Representative has said these words so many times; On 11.30.23 as well as it is advertised on the company Walk-In-Tub website; that there will be fast Installation, in as Little as Just 1-Day! Not true, its so stressful to get the job done.

We are not satisfied customers; Installation Manager is so mean, and has obvious animosity toward us.
3.15.24 The agreement project request failed again. Causing me to get headaches in which I dont normally have headaches., the pain is from the Installation Manager. He told 2nd contractor not to do all the things on the punch list and damage to the walls as well as defectively manufactured materials. Thats why we received a refund. See attachment on email.
  On 3.17.24;Our email to him, your unsolicited opinion you would not have issued the $1,500 refund that Scheduling & Finance Manager did. (See attach email 3 17 24 Unsolicited opinion.)

Again on 3.15.24 @ 5:38 pm Installation Manager said seems every time you keep sending more things for us to do. Our email to him: That is not true. It is now mid-March 2024 and we are still seeking completion of the project. See attachment in email (More Notes)

Installation Manager said on 4.8.24 @ 10:39 am: the door drain fitting arrived plus a couple other parts so I will be sending them up to **********, State. Then at 1:18 am Installation Manager said; I was not able to get a door drain on the front loader tub, and then he said at 2:18 pm: . See attachment in email (4 8 24 tub door will be fix.docx & More Notes docx)

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5. Offered to re-caulk the tub and repair the electrical parts.
The Walk-In-Tub, NEVER has been in good working condition. 4.11.24 @10:30am Phone call with Scheduling & Finance Manager.   To put together a The Game Plan Will fix the water problems at our house; leak, mold repair, crawlspace problems and kitchen walls space damages. To be clear fix the electrical and plumbing parts that the tub has damaged, change out the tub with a conventional shower from 1st company, to pay for all expenses in connection with the tub swap and long term 7 months damage the walk-In-tub caused. (see email attachment Walk-In-Tub Designer Showerss pic in the Honored Warranty folder.)

The Second Installer did try to level the walk-in-tub by putting sticks on top of the walk-in-tubs gutter so water from the gutter would not fall onto the floor, substandard work. Water from the Walk-In-Tub is leaking in the drywall, in my crawlspace under the house as well as our restroom and the kitchen area. I have mold and water damage. We ARE NOT using the tub at all. We were advised by both the plumbing and electrical contractor not to use the tub.

Besides, the water temperature is not as hot as the bathroom sink, its cold. The contoured seat, and air jets stings and hurts my upper thighs. The LED controls do not work, shower pressure is low, and Vibro Sonic Massage is too wide, i.e. it doesnt reach my back. The 7 inch Step Threshold is too high and the *********************** keeps falling apart. Just get it out of our house. They have destroyed our property enough. I will attach email to confirm the agreement of The Game Plan.

On 4.22 & *****, after the date of the 2nd company inspected the plumbing and electrical problems. 4.30.24 Scheduling & Finance Manager said that his company "is not authorized to remove the tub free of charge when there is a clear solution to it being in good working condition. " The re-caulk of the tub; Again,another waste of our time, the problem is the tub is not properly leveled. The company is not taken our problem seriously just putting band aids on the real problem the tub needs to be reinstalled so it sits level on the floor. We ARE NOT using the tub because of health problems from the walk-in-tub. We want it replace with a walk-in-shower.

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

Sincerely,

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

Business Response
Date: 07/17/2025
Please see the two snippets attached.
One is the address to Green State Restoration based on my correspondence with *****
Two is the confirmation from the *** website that the check was delivered to the SAME ADDRESS 8 days ago on July 9th.

This matter is CLOSED.
Customer Answer
Date: 07/18/2025
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:
Independent Home Products LLC, owe us $638.47 for out-of-pocket repairs that (IH) caused.
I havent received any check from (IH) Independent Home Products LLC,
On 12.14.23: Your company, (IH) hired the first ********* and he put holds in three places in our kitchen; we covered two holes, with rollers paint supplies, we painted all the holes, costing us $70.00. The third hole,(IH) put a wooden door that did not fit in the kitchen hole.
See PDF Attachment: Invoice #********* ******* ********* $140.35 Plumbing CPI. On: 22 Apr 24: Company CPI arrival at our home and, recommend spraying foaming area to keep rodent and keep draft out. **** your company has not sprayed any kind of foam in the area to keep rodent and draft out of our home.
See Water Damage After Shower Input Pictures and 9.12.24 Attachment: CPI Invoice #********* On: 4.23.24 (IH) needs to take their GFCI wires off our kitchen panel and remove all added circuits that we dont need because we have a rockn shower.
See PDF Attachment: On 10.22.24: It cost us $298.92 forHoney Do Helpers a contractor; to replace molded insulation with new insulation. in crawl space under bathroom floor, and he also replaced the wooden kitchen door, that did not fit in the hole in the wall.
On 6.14.25 I looked up **** List on the website, contact ****** from Bodacious Construction, to caulk the new shower, costing us $60.00, he said the shower is not level, it rocks back and forth, thats why the caulk is not holding up onto the shower. We are going to re-caulk intermittently. Same problem with the walk-in-tub, not even on the floor.
See PDF Attachment: Shower Bench from ****** cost us $24.99 for a Shower Bench, shower did not come with bench, I had to buy one. This catastrophe has been going on for years now.
This is terrible service for us as well as other elderly people. I cannot firmly believe that you will be reliable. This company is not safe or cares about people, many older people, do not have family or advocates to help them with (IH) They destroyed our property and refuse to fix their mistakes. 11.30.23 A breach of warranty / breach of contract. The company you work with, is not following the agreement, the jobs are substandard fixes, that they created and then dont fix most of the time. (IH) is has created all kinds of health problems. BBB is NOT okay. Its not. They need to get their equipment out of our home, plus spray foam area around the new shower and block the hole in our kitchen area so rodents will not come in our home. We never had rodents and I pray we never will get them. I do feel the draft from outside our home coming into our house, this past winter. Our home was new when we moved in it, never had a problem until (IH) came with that leaky walk-in-tub. ****, you can verify the kitchen holds.
I do not trust Independent Home Products LLC; they dont respond to my need or do what they say they are going to do.
See Attachment Pictures: I Restore Water Damage on my bathroom floor, I did not do a good job, replacing a new floor pictures 1,2,and 3; I did it by myself, the restroom floors are not evenly put on the floor,my bathroom floor, needs to be fix, so the door will close smoothly, I tried to do the floor twice, with no luck. Costed us $184.56 ($92.28/case) times two.
                                  (Please take a look at all the attachments:)
Not enough room for all attachments:   Restore water damage in restroom (3) pictures, 9.12.24 Water Damage After New Shower (2 pictures), check **** Honey Do (PDF), Invoice #******** 5 (PDF), and Sept. ****** Shower (PDF).

A breach of warranty /breach of contract
***** ********
************
Please leave a message

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

Sincerely,

***** ********
Initial Complaint
Date:05/08/2024
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.
On 4/2/2024 my husband and I met with *********************** *************)- a sales representative of the company. He made a nice, convincing presentation and we agreed to a price $17,990.00 leaving a deposit of $5,900.00.We then received a date for installation of 4/18/2024.Due to extensive plumbing and electrical work involved we wanted to be sure all permits were taken care of. We recently purchased our home on 3/4 and moved in the middle is the month. ********************************* (Finance manager) didnt feel that a permit was required so I gave him the name and number of the plumbing inspector. They contacted each other and a few additional complications requiring a registered contractor for the County. I have been emailing to get updates and information.Checking with the *************** no permit had been requested. On 5/2 I told them that this was ridiculous and I wanted my deposit back. Ironically on 5/2 the permit was requested.************************ explained he did his best - these type of delays are expected, offered a discount - no monetary value - and he stated I will not get a refund!Since then I found out the City of Xenia requires an electrical permit also.I do not feel that I should be the one doing the contractors job! My husband asked specifically if the work was going to be done by someone local - they said yes and had a local father and son team (**** and *****) would do the work.We were now given the name of ************************* - a plumber who lives in **** - not near by who registered to do the work.I am not confident that anybody actually knows what they are doing! Why start selling in an area that they have not researched.I am 81 years old and this was supposed to be a fantastic addition to our lives. It has turned into a nightmare and the bickering between my husband and myself is not helping our marriage or my health!I have since given up on the idea - it was nice but not worth this aggravation.
Business Response
Date: 05/13/2024
We have been in constant communication with ******************** and will continue to do so.
An electric permit was applied for, the plumbing permit has been secured and we should have this unit installed as soon as the permit is approved.
Initial Complaint
Date:05/06/2024
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.
Was told my hot water heater was sufficient, and that they could reverse plumbing from a right drain to a left drain.Installed Walk in *** as agreed. 11/21/2023. First use there was not enough hot water to fill tub to run jets. Needed two large pots of boiled water to fill tub hot and run jets. Also slow to drain last 2 -3 inches of water to allow opening door. They did come out a put what they called a booster on my hot water heater. After that all water was never really hot like before. We still need to boil additional 2 pots of water on stove for a hot bath. Had gas man come out, he said this is the hotest it can get. Said we need to replace hot water heater. I called Independent Home. They laughed at me and said I need a new hot water heater. I asked that they refund the cost of a new hot water heater. They refused and have since not returned several calls.
Business Response
Date: 05/06/2024
We have been trying to reach the *********, our customer service manager ****** left a couple of VMs offering our services in installing a new WH but not for free
Please call ************ and ask for ******
Customer Answer
Date: 05/07/2024
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:

[I do not trust them to do an honest job. They were not able to install a working walk in tub. They had to send people out 3x. The added booster only made all my hot water not hot. We still need to add 2 largepots of boiling water for a hot bath. The last 2 or 3 inches of water are very slow to drain. The average cost of installing a new sufficient 50 gallon hot water heater from Lowes or ********** is $ 1500. I would accept that amount as a refund or deduction or payment toward my Aqua Finance loan. Answer Here]

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

Sincerely,

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

Customer Answer
Date: 05/22/2024
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:

Please do not close this complaint. I only heard back from Independant Homes last Friday. 5/17. I returned call on Monday, also left a message.

The issues with my walk in tub have not been resolved.

They tried twice to solve the hot water issue by installing on my hot water heater what they called a booster. After 1st installation I only recieved cold water throughout the house. Then a week later the lead contractor came out and adjusted it. The water temperature increased to luke warm. Still not enough luke warm water to fill tub. Still need to boil 2 large pots of water to make tub full enough to run jets.

This company assurred me twice before installation my 40 gallon tank was sufficient for the new tub. It clearly is not. The sales rep and the contractor. I have since had the gas company inspect it. They say that is as hot as it will get and I need a new hot water tank.

I contacted Independant homes about this issue and the slow drain. I have a video of that. They offered to send someone out to look at the drainage issue. No one called or came out.

I got an offer to replace my 40 gallon hot water heater at an additional cost of $3000.

This is unnaceptable and will not solve my hot water issue. I found out that I can install a 50 gallon tank from Lowes or Home Depot for $1500. This is the amount I will accept for a workable solution.

This still leaves the drainage issue. Even when we just take a shower and leave the drain open. It takes 2-3 bath towels to soak up all the water that spills out when we are finally able to open the door. This takes anywhere from 12-18 minutes. I recorded it.

This entire fiasco has been financed by, Aqua Finance for close to 14 thousand dollars. I put down $1500 cash.

I will accept $1500 dollars and just deal with the drainage issue. I do not trust them to come out again. Plus they want to charge me extra for this.

I am a disabled senior on Social Security. I consider this a type of robbery. Im sorry I fell for it.

Sincerely and with Highest Regards

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

Business Response
Date: 05/26/2024
Please contact us after the holiday to finalize the plan forward
Ask for ******

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