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:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the wife of a disabled American Vet who is suffering from Lewy Body Dementia among other things. It is getting increasingly harder to get him to step into our tub in order to shower him. Because of this, in August of 2022, I started looking or companies that could install a walk-in shower. I live in a house almost 150 years old with a very small full bath, actually the only full bath in the house. It is directly off the kitchen. Independent Home was the first to set up an appointment and ***************************, a salesman came out on 8/12/22. I continually stated I only wanted a walk-in shower, ***** convinced me to purchase a walk-in tub/shower combo, costing a total of $15,400. He guaranteed me there would be no problem getting this unit into my small bathroom by just removing the door and molding around it. After many hours of salesmanship, I agreed and gave him a check for $5400 as a down payment. My husband was in the hospital at the time and I extended his time in rehab by a week (the week of installation supposedly) in order to lessen the aggravation for him. This cost over $2000 out of my pocket for the extra week. When the installers came out, I was told that not only would the door and molding have to come down but also the walls would have to be cut into. The walls are plaster and almost 150 years old as stated above. I would now allow this not knowing what kind of mess I would have on my hands as well as how long this would take to install along with putting back together my house if possible. Since that time, I have been with ***************************** out of ******** who lies about returning my phone calls and is not timely in responding to me or to my daughter who is a lawyer. He now has offered $1780 back of the $5400. I need this money back in order to get a safe, walk-in shower installed by a local company so as not to run into this communication problem again. I agree to pay a restocking fee but not this much. Can you help?

  Business Response

  Date: 09/22/2022

   

  We contracted with **************** for a walk in spa on August 12th and had an install date set for August 30th which we honored.

  Customer refused install even though the contract did state we were going to have to remove the door and frame and re-install those items upon completion.

  The next day we were in contact with **************** and notified her of a perfect walk in shower we have ready to install the following week to satisfy her and most importantly her husband.  She refused claiming she wanted a local contractor instead.

  Even though **************** is in violation of the contract she attached and is subject to a 30% restocking fee, Independent Home has offered to reimburse her $4,400 of her $5,400 deposit.  She has, to this point, refused.

  We remain committed to satisfying our customers and resolving matters like these quickly.

  
  

  Customer Answer

  Date: 09/23/2022

  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]

  The installer said he would have to cut into the wall, not just remove the door and molding. I have a written message from him stating this.  The replacement shower was never settled on due to the fact that zAlan was not quick to respond to my emails about contract for shower and installation. Communication replies often took 3 days or more. I concluded that working with him was not in my best interest because of this. I offered to let him keep $400 of the $5400 he has of mine. I believe that to be a very generous offer as the mistake was not mine but on the salesman who sold me the unit stating ONLY the door and molding would have to be removed in order to fit the original unit into mr ********* I think $1000 is to much to pay for someone elses mistake    

   

   

   

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

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

  Business Response

  Date: 09/29/2022

  Hi ****************,

  We are in receipt of your email from yesterday evening and are pleased to know you connected by phone yesterday as well.

  We look forward to closing the loop on this issue but the offer of $4400 refund remains.  

   

  Thank you

   

  Customer Answer

  Date: 10/03/2022

  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 talked with **** from Independent Home after waiting for a few days for him to call.  He finally called after I received a call from a rep wanting to send out someone to sell me a unit.  Very soon after letting her know I already was into them for $5400 dollars and did not wish to have another unit ordered **** called.  They do not want to resolve this problem.  They stand firm on keeping $1000 of my monies for their mistake.  I offered $400 which I believe to be very generous.  Last conversation, almost a week ago, he promised to talk to those over him and get back to me within 24 hours.  He once again has not!!!!!  I am very frustrated, do not have a walk in shower, and had my husband fall in the tub I am trying to have replaced.

   

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

   

   

   

   

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

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

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a walk-in tub.($15,000) in *** was installed on June 14,2022. Quick demo.with no written instructions. My wife (78 yrs) went to use it and it leaked. She and I thought it may have dripped off the door. Next time a week later she took another bath. Water was up to the seat not even over her legs. When she finished and opened the door there was water all over the floor and even in the basement. This was Sunday 26th. I called Independent Home and the person took my info and assured me they would call me. On Monday the 27th a man called and took all the details and told me they would get someone to come out and take care of it. After many more phone calls. We were given a case number and were repeatedly told that they would be out maybe this day or that day finally someone came out on August 12th. Determined that they had to order a door. We still have no new door and no explanation as to whether it has been ordered or when it will be installed. My wife has fallen several times and we need that tub for her to keep herself clean. Be

  Business Response

  Date: 09/08/2022

  Independent Home was contracted to install a walk in bathtub with ****************** with an install date of June 14 2022.  ***************** reached out to us on June 26th to address a leak he was experiencing with his walk in tub.  Upon speaking with customer further, he mentioned that when using the tub, they were using the handle on the door accidentally as an extra grab bar to lift themselves up out of the tub which is what caused the leak.  Even so, we made sure to warranty the work for the customer.  We spoke with ****************** and are pleased to confirm the leak has been corrected and new door installed as of August 28th.  We look forward to ***************** confirming his satisfaction with his service request from Independent Home. 

  Customer Answer

  Date: 09/09/2022

  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 Answer Here the was repaired! The comments about using the lock has a support for getting up and out of the tub are false! When contacted by independent they explained that the lock should not be used as an assist. I explained that my wife only used the tub twice and had not used the lock at all. I was also waiting to try the tub again. Independent was VERY quick to respond once I contacted the BBB. The same day they were contacted by the BBB they called and told me that they ordered the door and we got it the next day. Outstanding! My complaint was that it took the BBB to get them to respond. I had mentioned to Independent that the person I kept trying to come out and do the repair ignored the request. The person at Independent said that he couldnt do anything about that. Someone should look at the system and before an order is closed that the customer agrees.

   

   

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

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

  Business Response

  Date: 09/20/2022

  Dear ******************,
  
  We are trying to reach you via telep.  Please contact me at ************.  

  Customer Answer

  Date: 09/21/2022

  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 am not sure how to close the complaint I talked to an independent home person and he apologized for a statement that was somewhat misleading. Does that close it?

   

   

   

   

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

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