Complaints

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

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  Premier Home Pros, LLC

  388 S. Main St., Suite 340 Akron, OH 44311

  
• 

  Premier Home Pros, LLC

  27260 Haggerty Road Farmington, MI 48331

  
• 

  Premier Home Pros LLC

  1024 Windward Ridge Parkway Alpharetta, GA 30005

  
• 

  Premier Home Pros, LLC

  330 E Hebron St Ste C-D Charlotte, NC 28273

  
• 

  Premier Home Pros LLC

  5509 Pioneer Park Blvd Tampa, FL 33634

  

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:06/24/2025

  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.

  April thru June 2025. Yes it took that long
  Shower was cut too wide and intruding on toilet after curb and wall installed. Need this fixed by giving us back our room in the bathroom
  Shower floor is cheap and gets scraped up easily. Want this fixed
  
  In addition
  Apology for their lack of caring and terrible workmanship
  Apology for staying so late the first night
  Apology for intruding in private spaces of our house without asking
  Apology for not communicating with us when the door was delayed
  Apology for the ugly shelves that do not match the shower that we had to fix
  Apology for cutting the door wrong which cost us 3 weeks without a Shower
  Apology for not scheduling us immediately after our correct door came in and telling us that we were prioritized after new business and they couldn't move their installs

  

  Business Response

  Date: 07/03/2025

  Hi, we're actively reaching out to the customer but currently playing phone tag. We're aiming to get them scheduled within the next week or two.
  

  Customer Answer

  Date: 07/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Since this business is notorious for 'lip service', I'd like to keep this case open until I receive a satisfactory resolution in 'two week's as stated.

• Initial Complaint

  Date:06/23/2025

  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.

  On 6/3/25 we contracted with Premier Home Pros for a bathroom remodel, upstairs bathroom for $13750.This company requested a down payment and a check of $5500 was provided.Subsequently the check was cashed. We were informed that materials were ordered for this project, only after prompting on our part of asking for what the next steps are. However there was no follow up nor notification of materials delivery/schedule of actual work.After doing more deligence in researching this company we were alarmed at the number of recent BBB complaints regarding their install and failure of implementation. It also appears that this company is relatively a short timer on being on the BBB accredited list for only two or three years. We were under the impression during our sales discussion that this company has been on the BBB accredited list for a longer period of time.With this research and observing no further activity from the contractor, on 6/20/25 we requsted a cancellation of the project as well as a refund of our inital deposit. We discussed this with our sales contact and he indicated, due to the length of time that has passed since the 3 day grace ******* they will not return our deposit.Our bathroom is a standard bathroom, no customization is required. There has been no activity from the contractor and no installation has been scheduled. We demand a full refund of our deposit.

  

  Business Response

  Date: 06/24/2025

  e understand and regret that you have chosen to cancel your bathroom remodeling project.

  
  As outlined in the signed contract dated June 3, 2025, Premier Home Pros provides a standard three-day rescission period, during which time clients may cancel the contract without penalty. This period ended on June 6, 2025. Your request to cancel the project was submitted on June 20, 2025well beyond the rescission window.

  
  Furthermore, following receipt and deposit of your initial payment of $5,500, materials were ordered for your project. These materials were specific to the scope of work outlined and involved associated costs and commitments from our suppliers. Per our contract terms, once materials are ordered, the deposit becomes non-refundable as it covers procurement and project initiation expenses.

  
  We understand your concerns about third-party reviews and perceptions - Please note that we have 4.5 stars on TrustPilot, received an **** ************* Award for our commitment to customer service, and have over ********** reviews on ****** across all 12 office profiles. **************** is extremely important to us - we remain committed to fulfilling our obligations and addressing any issues that arise during or after installation. While we regret your decision to cancel, we must reiterate that your deposit is non-refundable in accordance with our contract and the actions already taken to begin your project.

  
  If you wish to reconsider and move forward with the remodel, we would be happy to coordinate scheduling and ensure timely completion. Please dont hesitate to contact us with any further questions.

  Customer Answer

  Date: 06/27/2025

   I am rejecting this response because:
  
  The actual delivery date of the project was never established by the vendor.
  
  Our deposit was taken, supposedly the materials ordered, however we were in the dark as to when, or if, the project was actually being delivered.  There was absolutely no communication regarding timeline of delivery and project start.
  
  As of June 20, well over two weeks past the contract date, we did not have any information as to when the project was to complete.
  
  As a consumer, having put down a lot of money ($5500), hearing nothing of a final date of delivery from the vendor, and seeing other customer complaints about lack of completion, poor worksmanship - we have completely lost confidence in the vendor.
  
  We simply want our money back.

  

  Business Response

  Date: 07/07/2025

  As outlined in the signed agreement, the deposit is being retained as a restocking fee, as materials specific to the project had already been ordered and allocated prior to the cancellation. If you have any questions feel free to call ************, this is the direct number to our service line, thank you.

• Initial Complaint

  Date:06/20/2025

  Type:Delivery 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 to remodel shower. we wer told entire job would be competed in two days Work started 5/24. Shower was installed but no glass was nstalled we were told glass would be complete with in 2 weeks. Glass was delivered June 5. contractor was unable to install due to incorrect factory cut. we were told they would expidite glass, 2-3 days.we have contacted project manager, contractor, saleman and company multiplle times and cannot get a date for ****************** has received full payment for job.

  

  Business Response

  Date: 06/27/2025

  Hi ****************************** spoke with our Director of Service Operations, and she confirmed that your custom glass door is scheduled to arrive on Tuesday, July 1st, 2025. Your local team will be reaching out by the end of the day today to provide an update. Please reach out to us if you haven't heard from local by the end of the day, your satisfaction is important to us.

  
  

• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying since 11/4/24 to get my shower stall remodel project with Premier Home Pros completed. I signed a contract on 11/4/24 and it is now 6/10/25 and the glass enclosure for the shower stall is still not installed. They made two attempts to install the glass enclosure but due to their negligence the glass was either measured incorrectly or it was the incorrect style. They did install the shower wall panels. I have tried to call numerous employees of Premier Home Pros including the corporate support line at ************. No one is returning my text messages or voice messages at this point in time except the salesman who just referred me to others. I am tired of their incompetence and the waste of time. I would like to cancel any further work on this contract and make no further payments. I will get the glass enclosure made and installed by someone else.

  

  Business Response

  Date: 06/22/2025

  Good afternoon and apologies for the delay - I followed up with our local team on Mr. ******* concerns and we have someone going out there tomorrow, on Monday for measurements and to assess the situation. Customer service is extremely important to us and we are committed to making things right. Thank you for your patience. 

  Customer Answer

  Date: 06/27/2025

   I am rejecting this response because:
  The business did send someone out to take measurements ( 4th time).  It is sad that the only way I can get response from the company is through the BBB.  I will not close this complaint until the business has completed the job originally contracted.
  

• Initial Complaint

  Date:06/08/2025

  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.

  My mother contacted Premier Home Pros for a consultation on a bathroom shower remodel. She was contacted and a salesman came out and gave us a quote. We were satisfied with the information and told about their own wall material that doesn't stain and was easier and faster to produce and install and came with a lifetime warranty. We agreed, signed a contract and things were underway. They were quick to answer and fast to get materials and do the install. On december 28, 2024 I was showering in the new shower and noticed there was a crack on the back wall in the very top corner. When I investigated further I found that the crack was sealed with a clear sealer. I immediately contacted ***** ***** the area supervisor and phone number to contact on the contract. He said he would pass my information on to the person who would be in charge of fixing the issue, ****** ****** He contacted me and had someone by the name of ***** come out and take photos. ***** said someone would contact me. I waited until January 16 to call ******. He told me that he was getting the materials and would contact me when they were ready. I waited until March 5 to call again with him being busy and dodging my calls on the 5, 12, and 17, until I called ***** and he made ****** call me to tell me that the materials were on backorder and would call when the materials were in. It is now June 8 and I still haven't heard back from them. When cleaning the shower today i noticed that my walls are stained from hard water which was something the sales person told us would specifically never happen. I have tried all the recommended cleaning options for the shower and it is still stained. I have been lied to and they don't want to fix their mess up and are hoping I will just go away. We paid $16,342 for this install that has been botched and avoided from the start of this nightmare.

  

  Business Response

  Date: 06/19/2025

  Hi ******* - We had an opportunity to connect with our dedicated service and support team, as well as your local team. It's our understanding that the local team was able to connect with you this morning and address your concerns. We acknowledge the crack on the back wall, and **** was planning to discuss how to proceed during our internal meeting this morning. We sincerely apologize for the damage and are discussing how to make everything right! **** will be in touch with next steps. 

  Customer Answer

  Date: 06/20/2025

  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.

   

  I have been in contact with **** and pleased that the ball is rolling for the fix. **** has shown me that he is dedicated to resolving the issue and making things right.  

• Initial Complaint

  Date:06/06/2025

  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.

  We are now in week 7 of what was sold as a 1 - 4 day bath remodel project of tub and shower. Signed contract on 3/27. Told on 4/18 that the installation would start 4/21. Upon arrival were told several components for job not here yet - shower doors and wall panels. We questioned how they can get done in 4 days without all parts on site. First 2 days went fairly well except for the hole in living room wall made while demoing shower. Told they would fix before project completed. Installers out of ************ asked if we could wait until missing parts in before they came back. Expected back on Friday. No contact from installers 4/25 -called Cust Serv number (in ****). Told walls in but shower doors were not - expected in by 5/2. Installers would be back 5/5. We asked to speak to Tampa project mgr since many other things still needed to be done. Spoke to **** - sent installers back on 4/28. Put up walls as needed, shower floor and faucets. Told us **** told them to get a payment from us of $14,062 or they wouldnt get paid. I wrote a check (my stupidity). We were paying cash so I had already paid $6250 as a downpay. Contract states pay balance at end of project. 4/29 - back to install tub and its faucet. They asked if they could come back Fri, 5/2 - doors should be in. 4/30 AM woke up to water in ****, master closet and front door foyer. Bath faucet leaking. Installers called back, plugged line and left. 5/2 - **** called, installers are no show. Will send *** out to assess project. Shower doors in. 5/5 Rep arrives, gave him a punch list we p***ared. He took notes, pictures and measurements and OKd our getting local plumber to fix pipe that still had slow leak - Co. will reimburse. He dropped off doors - still out back. He came back on 5/13 - again he took notes, pictures and measurements. Promised resolution. Would be here next day-no show Several calls with Cust Serv since then (waiting on parts). No contact with company since 5/21. More details but out of

  

  Business Response

  Date: 06/16/2025

  Hi Mr. and Mrs. Goddard - I confirmed with our ordering team that everything needed for your project was ordered and it will arrive 6/24. Your local project manager will be in touch to discuss installation at that point. We're so sorry for the delays and frustrations - customer service is important to us and we want to make sure we are doing everything we can to make sure you are happy. 

  Customer Answer

  Date: 06/22/2025

   I am rejecting this response because: although we are now communicating with this company, the job is NOT complete.  I reserve the right to see how we proceed before we close the case.  Thank you
  
  
  
  

  

  Business Response

  Date: 06/30/2025

  Hi there! Thanks for your patience - I know you have been working closely with our internal service team and Ms. Jen Stanley. Per our conversation, we are waiving the remaining amount that you owe and writing a check to pay for your plumber. We sent over a settlement agreement today - please return at your earliest convenience. Do not hesitate to reach out if you have any questions! Thank you!
  
  

• Initial Complaint

  Date:06/03/2025

  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 agreed to have a new shower installed and eventually scheduled it for a 1 day install. Not only were the contractors that came in very unprofessional, leaving my front door, wide open and blocking it from being closed, despite my request to keep the door closed because it was cold outside, and I did not want my cat getting out.
  The main problem is the fact that I was told that the original crown molding would not be touched and they would not need to wrapthe material around the corner to an 8 inch wide wall. What they ended up doing was cutting through the crown molding and the baseboards leaving about 3 inches of wall untouched and the edges of the molding exposed and sticking out. The house was built in 1880 and the material that they were not supposed to cut through is very old and cannot be replaced. Ihave asked that they just trim off the remaining and cover the full 8 inches of the wall. I have been told that supplies were received May 23 but they can’t seem to get it scheduled to repair. I am getting the runaround. Getting a response from the company is like pulling teeth. I just want the job completed for my money refunded so that I can hire someone else to complete it.

  

  Business Response

  Date: 06/04/2025

  Hi - The contracted work has been completed in full, as agreed. During installation, Ms. ******* opted not to hire a plumber. As a result, our team created a bump-out around the existing plumbing to accommodate the situation. This modification was not included in the original contract scope, and we are not charging Ms. ******* for the additional materials or labor associated with this courtesy adjustment. We are scheduling a follow-up visit for next week to address specific concerns the customer has regarding the extra work completed. The customer will be contacted today to coordinate this appointment. Additionally, Ms. ******* signed off on the scope of the courtesy work.

• Initial Complaint

  Date:05/12/2025

  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.

  On December 4 3024 I paid company 3200 as down-payment for new bathroom and 9600 at completion on 1/2/3025. The job was left incomplete , connected wrong shower head. Twice they have come with wrong feature and the last time the came and installed the head one color ( champagne bronce)and the hand held feature on Chromium. They promised they will rectify and Ihave been waiting since 2/4/2025. I think this is a long time. When I call the company they give me the same story. They will notify the office and they will call back. I have called a dozen times and everytime they give same story. I am an elderly person and I think they will expect foe me to forget. How do I get them to bring the correct features and not take advantage of elderly person. Their telephone number is ************. Most times fo not answer and I have to leave message. Other times zI used the ************ They list their custome ************** at ***************.**** ***** or **** ***** answered 2x .It didn't take them long to accept the down-payment on December 4 neither to send a young kid to installed on New Years Eve and New years day. Doors were installed incorrectly. The frame fir the barhroom.eindow was also installed wrong. They did not do the caulking around correctly and even though I brought these concerns to them as the rainshowerhead,they rushed me into paying the remainder balance ,making me feel guilty as to payment for kid who installed the bathroom. That's how they take advantage of older people. The same afternoon they cane to pick up Balance , as I did not want to give the check to installer. I think this is abuse, Please, what Can I do? It may not be an important issue , as the feature may not be expensive to replace. Will need to pay to be installed. I want to call to your attention. Have satellites companies.Thank you for help you can provide. $12, 800 is steep price to pay ( as I found out after) for a new installed bathroom shower.

  

  Business Response

  Date: 05/13/2025

  Hi ************ We understand your frustration and it's our priority to ensure you concerns are addressed in a prompt and efficient manner.

  In speaking with the local team and reviewing our notes, the only issue that was reported to Premier Home Pros is the incorrect color of the shower head. The correct shower head is expected to arrive by May 19th. Once we receive the correct shower head, we will return to replace it promptly.

  It's important to note that this premium shower head was a free upgrade promised by the sales team at the time of purchase. However, Mrs. ******* signed contract reflected the standard fixed shower head. We believe this reinforces our commitment to going above and beyond in the interest of customer satisfaction. 

  As for the other concerns mentionedsuch as:
  -Doors allegedly installed incorrectly
  -Window frame being too long
  -Caulking being incorrect

  These issues have not been reported to the Premier team directly by the customer. If any of these require further investigation, we are more than happy to assist and follow up with the local office. To expedite your request, please call us at ************ and press option 4. Thank you so much!

• Initial Complaint

  Date:04/18/2025

  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 find it hard to believe this company has an A+ rating. Paid deposit in September 2024. Now April 2025. Job hasn’t started. Job hasn’t been scheduled. Requests for deposit return go unanswered.

  

  Business Response

  Date: 04/18/2025

  Hi ******* - Thank you for reaching out. We sincerely apologize for the delay and lack of communication you've experienced - We completely understand your frustration, especially given the time that has passed since your deposit in October 2024. The main reason for the delay is that we are still waiting on the required permits, which unfortunately has taken much longer than expected. I know the team is aware of this and a meeting is scheduled today to discuss how we can expedite this. Thank you. 

  Customer Answer

  Date: 04/29/2025

  I have called both the local business in Michigan and the corporate office in Ohio. ***** from the Michigan office does not take my calls and the corporate customer service rep told me my shower would be installed in 2 weeks a month and a half ago. Email requests  for my deposit return go unanswered. The BBB can’t get hold of anyone at this company either. So the question begs to be answered, why does the BBB give them an A rating. I find it hard to believe I’m the only one having difficulty 

  

  Business Response

  Date: 05/14/2025

  Hi ******* - We're so sorry about the frustration and inconvenience around the permitting issues and sincerely apologize. According to our notes, we are refunding you the down payment of $3,153 and we have agreed to part ways. We're so sorry we weren't able to get this one over the finish line. I'm happy to see we were able to come to agreement, but if you have any questions, please call us at ************ and press option 4 for service. Thank you!

  Customer Answer

  Date: 05/14/2025

   I am rejecting this response because:
  I have not received the refund as of yet. All along this company and its representatives have failed to keeps its word. Multiple phone calls and emails I sent were not responded to, and when I did manage to contact anyone at the conpany they promised a return call that never materialized. My persistence was meet with unprofessional behaviors. When the refund is received I will close the case. 
  

  

  Business Response

  Date: 05/21/2025

  Hi ******* - I confirmed with our accounting team that the check was sent out on 5/15. Please give it a few days and if you do not receive it for some reason, give us a call at ************ and press option 4. 

• Initial Complaint

  Date:04/15/2025

  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.

  Contract signed August 2024. I made a deposit of $4,225 with the remainder to be financed through Aqua after installation was completed to our satisfaction. Installation began in September 2024 for the floor and shower base. Before they installed the shower, they submitted my financing. Shower glass began installing in November with multiple fixes. The work was extremely sloppy with uneven panels, damaged walls and sloppy caulking. They left the bedroom covered in drywall dust ruining blankets and clothes. I asked them to fix these, but they were slow in responding. Within a few weeks of installation, the gasketing began falling out. The door squeaked and the handle was loose. The shower faucet no longer delivered hot water. It took over two months to get them to acknowledge and agree to replace despite three inspections from various employees, all of whom agreed the job was not done correctly. They said they were re-ordering the materials in Mid-December. They then told me on 1/17/2025 that the doors had been ordered, a month after I was told they would be. I was told on 2/7/2025 the doors would be in the next week. I heard nothing despite multiple requests for an update. I was finally told on 2/26/2025 that it would install the next week. I heard nothing until I threatened to file a lawsuit on March 5th. No response. I texted again on 4/1/2025 to which they have not responded. Their VP of Sales & Operations, ******* *******, promised a refund of $2,000, but he has not responded and has apparently blocked my number. They were fully paid and the job is horrible and incomplete. They say they have delays with their vendor, but it has been 4 months. I want a refund of everything but the cost of the floor so I can have another contractor fix and complete the job. They have a lifetime warranty, but that is worthless when they can't even do the job the first time and do not return calls or texts. I have attached some photos and a copy of the contract.

  

  Business Response

  Date: 04/16/2025

  Hi *** - We apologize for the inconvenience and understand your frustration. ******* ******* is no longer with the company, which I think is why you are having trouble getting in touch with us. Please make sure you are calling our dedicated service line at ************ and press option * to get in touch with a representative in the future.

  From my understanding, ******, your local project manager, reached out to you yesterday and touched base on your project. He spoke to you and advised we ordered the glass. ****** and **** from your local office have made this a huge priority and we are committed to fulfilling our scope of work.

  Again, we're so sorry for the inconvenience and totally understand your frustrations. We are 100% committed to fulfilling everything and ensuring you are satisfied. 

  Customer Answer

  Date: 04/16/2025

   I am rejecting this response because: ******* ******* was not the only person I was contacting.  ****** has also ignored multiple texts.  He only contacted me yesterday after I contacted one of your founders (**** *******) via LinkedIn.  I also contacted your main service line twice and someone told me they would take care of it but never got back to me. ******'s statement is now the fourth time he has told me "Next week", going back to January.  Each time when I inquired, he said he would contact the vendor and let me know what was going on.  He never did.  I only get responses when I push.  The story that the vendor has been having significant delays doesn't ring true with other statements and postings I have seen. The first time I was told the replacement was ordered was mid-December 2024.  Additionally, nothing has been said about the $2,000 ******* ******* promised to refund to me.  With his departure that appears to no longer going to be honored. Until the installation is fixed, including the damaged walls and sloppy caulking, and until I receive the refund I was promised, I do not consider this resolved.
  
  
  
  

  

  Business Response

  Date: 04/17/2025

  Hi *** - We totally understand your concerns. I can assure you that our local team + owners have this on our radar and are committed to seeing it through the finish line and ensure you are completely satisfied. Someone will be in touch today! 

  Customer Answer

  Date: 04/22/2025

  This message closed out before the 7 day window (Which should be 4/24/2025).  While I am encouraged by the response, I have seen no action.  They promised a revised contract reflecting a refund, and that the replacement product would be in this week.  I did not want to accept the repsonse until I received the new contract and the refund.