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.

close

Find a Location

Premier Home Pros, LLC has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Premier Home Pros, LLC

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

  
• 

  Premier Home Pros

  306 Bursca Dr Bridgeville, PA 15017

  
• 

  Premier Home Pros LLC

  5509 Pioneer Park Blvd Tampa, FL 33634

  
• 

  Premier Home Pros, LLC

  30W100 Butterfield Rd Warrenville, IL 60555

  
• 

  Premier Home Pros, LLC

  5920 Mayfair Rd Canton, OH 44720-1549

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: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.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Premier Home Pros didn’t complete the work. They haven’t responded to my multiple phone calls, text messages, with pictures. They say they are going to return my calls but never do. I just want to get this issue resolved.

  

  Business Response

  Date: 04/10/2025

  Hi there - The original contract photos include the hole in the floor as well as the drywall, so we determined that was there prior to the installation of our wall system. The customer performed their own demo and did not elect to have flooring included. Since the customer did not elect to have flooring included, there was no way for us to patch the hole in the wall. We've given this customer a $200 discount and included the installation of customer provided vanity and toilet (typically, we do not install customer provided materials), so we believe we have been fair, have completed our items in the scope of work, and have gone above and beyond for this project.

• Initial Complaint

  Date:04/07/2025

  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.

  Bathroom installation completed in July had tub converted into walk in shower with custom shower bench, I have had the bench come apart three times and now is being held together by glue that is clumped all over the creases of the bench very poor quality work I never received a call back after the last time someone came to put more glue on it to keep it from falling apart. My vanity top also has fine lines all over it and appears to be some type of defective vanity top they gave me from a floor sample or something. Some one came out to spray some kind of solution on it which only made it shiny the fine lines are still there.

  

  Business Response

  Date: 04/08/2025

  Hi ******* - Great news - parts will be arriving in the warehouse on the next truck. We understand your concerns about the vanity countertop and its "swirl" effect. Due to the color it does reflect poorly and emphasize's the manufacturer impurities. Rest assured, it is not a floor model as our manufacturer does not have a showroom. Instead, each piece is custom made for each project's specifications. Your project manager will be in touch to get your availability for the end of next week, but if you want to speak to someone immediately, please call us at ************ and press option 4. 

• Initial Complaint

  Date:03/11/2025

  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.

  I entered into agreement for a shower replacement with this company on 11/6/2024 and the shower was installed on 12/6/2024. Since then, we have experienced challenges related to caulk separating from the wall joints. After several weeks, we did get a response from the company and they arranged for the installer to return and correct the issue. Since then, the issue has returned. We have attempted to contact the installer again and have not received any response.

  

  Business Response

  Date: 03/13/2025

  Hi *** - Our service team has attempted to reach you a few times, but we keep getting a busy signal. We have opened a service ticket regarding the caulking issues and are trying to get in touch to schedule your service. Please note, for the best customer service, it's important to get in touch with our corporate headquarters at ************ and press option 4. Reaching out directly to the installer is not ideal. In this case, the installer is no longer with the company. Looking to get this installed ASAP with you, so please give us a call! Thank you. 

  Customer Answer

  Date: 03/23/2025

  After two missed appointments (without calling) someone did respond to attempt to remedy our concern. They just completed this on Friday March 21. Hopefully, this attempt will be a long term solution. 

• Initial Complaint

  Date:03/09/2025

  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.

  1) INCOMPLETE MOLDING ACCROSS THE TOP OF THE SHOWER
  2) INCOMPLETE WORK ALONG THE FRONT SIDE OF THE SHOWER ENCLOSURE
  3) THE SHOWER HEAD AND SLIDING ADJUSTMENT ARM WAS NOT PROVIDED AS AGREED UPON
  4) THE WORK SPACE WAS NEVER COMPLETELY CLEANED UP AND CUT WALL PANELS WERE LEFT IN THE YARD
  5) THERE WAS NO FOLLOW UP TO THE COMPLAINTS THAT WERE PROVIDED IN WRITING AND BY E-MAIL AND PHONE.
  6) THERE WAS NO RECIEPT PROVIDED BY THE CONTRACTOR WHEN PAYMENT WAS MADE.
  70 THERE WAS NOTHING PROVIDE FOR WARRENTY WORK ON THE PRODUCT PROVIDED

  

  Business Response

  Date: 03/11/2025

  Hi ******* - We take our customer's concerns very seriously and are committed to making things right. Please see below for response to complaints: 
  

  1. Incomplete Molding Across the Top of the Shower: Our records indicate that "batten trim" was not included in the original contract or job cost. We acknowledge that the customer desires this addition. Please note that the batten trim was not included in the original contract. We are prepared to provide an addendum to the contract outlining the cost and scope of this additional work, which would require separate payment.

  2. Incomplete Work Along the Front Side of the Shower Enclosure: Based on the provided photos, the nature of the alleged incomplete work is unclear. We are willing to review any additional photographic or written evidence to better understand and address this concern. Need more info. 

  
  3. The Shower Head and Sliding Adjustment Arm Was Not Provided As Agreed Upon: The sliding adjustment arm was not included in the original contract, job notes, or payment. Our records do not reflect any agreement or payment for this item. While we understand the customer may have had a verbal agreement with a former representative, we cannot honor verbal agreements that are not documented in the contract.

  4. The Work Space Was Never Completely Cleaned Up and Cut Wall Panels Were Left in the Yard: Our standard cleanup procedure involves removing debris and ensuring a tidy workspace upon completion. Our photos from the job site indicate a clean work area. We do not provide extensive cleaning services such as dusting or mopping.

  5. There Was No Follow Up to the Complaints That Were Provided in Writing and By E-mail and Phone:
  We have an email thread that documents our communication with the customer regarding their phone inquiries (too large to attach).

  
  6. There Was No Receipt Provided by the Contractor When Payment Was Made:
  Per company policy and as stated in the original contract and financing documents, the customer's checks serve as proof of payment. Receipt is via contract.

  
  7. There Was Nothing Provided for Warranty Work on the Product Provided:
  All warranty information is located within the original signed contract that the customer received (attached).

  Please let us know if you would like us to provide an addendum for the requested batten trim and we look forward to reviewing pictures of the area that needs serviced. 
  

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to fax you everything. I am 85 yrs old and I do not know how to upload and download.
  However, I can put together a package with backup and fax to you. Basically the company had us sign a paper stating ANY DAMAGES THAT PREMIER DOES IS THE RESPONSIBILITY OF THE CUS***ER TO FIX. BUT THE SALESMAN TOLD US THAT THE COMPANY HAD SEVERAL YEARS OF EXPERIENCED INSTALLERS AND THERE WAS A LIFETIME WARRANTY. They sent out INEXPERIENCED AN INSTALLER WHO ENDED UP CRACKING MY FLOOR TILE AND CHIPPING 2 OTHER PLACES OF TILE ON THE WALL. The installer quit within 2 weeks after the botch job was done and told us to deal with Premier direct. The original inexperience installer and I have back u to prove it put our shower head and hot & cold faucets in reversed. Then someone else came out and fixed that. They also had someone come out and put an extension on the shower head, capped the bench that was not the one we ordered, NOW the bench has a lip on it that fill up with water that I have to take towels and get out b/4 you can shower again. They are supposed to come out March 11th to fix that. But we are responsible for the cracked tiles because we signed a paper saying so even though the salesman stated experience NOT SO. The installer did not know much about. Another problem is the shower is leaking because what we thought we were getting and what we paid for we did not get. The Salesman and the person in charge does not have the same meaning for LIFETIME WARRANTY. PLEASE GIVE ME A FAX NUMBER FOR BBB SO I CAN FORWARD THE CONTRACT AND OTHER BACK UP WITH MY EXPLANATIONS. PREMIER HOME PROS IS WORKING OUT OF NEW ****** *** *** *** IS **** *** ****, SALESMAN ******* ******* *** *** **** THERE IS MORE. PREMIER WANTS US TO PAY THEM TO TAKE OUT A SHOWER EXTENSION WHICH DID NOT WORK WELL AT ALL IT FILLED THE ADDITION TO BENCH WITH WATER WHICH I HAVE TO SOP UP WITH TOWELS. I TRIED TO THINK OF EVERYTHING, BUT I NEED BBB FAX NUMBER SO I CAN FAX BACK UP.

  

  Business Response

  Date: 03/04/2025

  Hi Mr. and Mrs. ******* - According to our notes, our regional project manager, ***, spoke to you last week and explained that unfortunately, Premier Home Pros is not responsible for damaged tile per our contract. We understand that you have other concerns regarding your installation and have arranged to come out on 3/10/25 to address your concerns. Additionally, we understand how frustrating it can be to deal with a broken tile that was damaged during installation and we sincerely apologize. As a courtesy, we have given you a new shower arm, cradle, and are diligently working to resolve all of your outstanding issues including the leaking door and seat that holds water. Unfortunately, the tile is outside of scope per the contract. 

  Customer Answer

  Date: 03/05/2025

   I am rejecting this response because: PLEASE NOTE:  I WILL BE FAXING BACK UP TO BBB.  THE PAPER THAT PREMIER IS PERTAINING TO IS THE ONE WHERE THE SALESMAN  STATED THAT PREMIER HAD (I DON'T REMEMBER THE EXACT AMOUNT OF YEARS) BUT IT WAS A LOT OF EXPERIENCED INSTALLERS ,MAY I REPEAT THE KEY WORD HERE IS "EXPERIENCED" INSTALLERS.  SO WE BELIEVED HIM AND SIGNED THE PAPER.  PREMIER SENT OUT VERY INEXPERIENCED INSTALLERS.  PER PREMIER'S  OWN SERVICE TICKET, PLEASE NOTE:  THE FIRST SHOWER DOOR WAS DEFECTIVE BECAUSE THE INEXPERIENCED INSTALLER REALLY MISHANDLED THE DOORS AND SMUDGED THE FROST LEAVING HANDMARKS ON THE FROST AND RUINED IT, SO THAT MADE THE DOOR THE INEXPERIENCED INSTALLER INSTALLED DEFECTIVE PER PREMIER'S SERVICE TICKET.  ALSO, THE INEXPERIENCED INSTALLER, BECAUSE THE SHOWER DOOR WAS HEAVY, PUT 2 GASHES 2 DIFFERENT PLACES ON MY BATHROOM WALL AND ONE GASH IN MY VANITY CABINET.  I COMPLAINED TO *** AND THE SALESMAN AND THE INSTALLER  AS SOON AS POSSIBLE WITHOUT ANY RESPONSE.  FINALLY, I CALLED *** ******** WHICH IS THE CALL CENTER, WHICH I DIDNOT KNOW.  THEN SOME ACTION WAS TAKEN BY 4*23*2024.  PREMIER'S OWN MAN PER THE 4-23-2024 SERVICE TICKET IMMEDIATELY FIXED WHAT HE COULD, SUCH AS PER THE TICKET (WHICH I WILL FAX)  FAUCET WAS HOT&COLD WAS REVERSED, SHOWER ARM INSTALLED BACKWARDS. PER EDDIE REED WHO WAS LEAVING IN 2 WEEKS.  THE INEXPERIENCED INSTALLER LEFT 2 WEEKS AFTER HE DID A POOR JOB ON OUR SHOWER.  WHEN I CALLED HIM HE TOLD US "HE NO LONGER WORKS FORTHE COMPANY) HOWEVER HE SAID HE HAD E-MAILED MY CONCERNS TO ***, WHO WOULD TAKE CARE OF THINGS.  I WAS CONTACTING THE SALESMAN SO MUCH, THREATENING TO CONTACT BBB, CBS,NBC AND ABC, HE FINALLY GOT BACK TO ME.  HE ALSO STATED THINGS WILL GET FIXED BECAUSE THERE WAS A LIFETIME WARRANTY ON THE BATHROOM.  *** EXPLAINED THE WARRANTY QUITE DIFFERENTLY FROM WHAT THE SALESMAN STATED TO US.  WE PAID ON TIME AND WE WANT ANY DAMAGE THAT PREMIER DID TO BE REPAIRED BECAUSE WE WERE MISLED ABOUT THE EXPERIENCE OF THE INSTALLER AND ALSO THE WARRANTY AND IF *** WAS HONEST HE WOULD DO SO.  THANKS FOR YOUR FAX NUMBER I WILL BE FAXING BACKUP B/4 YOU FORWARD THIS RESPONSE TO PREMIER.  THE REASON WE HAD A SHOWER INSTALLED, WAS BECAUSE MY HUSBAND HAD A HIP OPERATION ON 3-18-24 AND STEPPING INTO A TUB WAS DIFFICULT.  I WOULD LIKE BBB TO WRITE A REVIEW FOR US STATING TO FUTURE CUS***ERS, PLEASE,PLEASE DONOT SIGN ANYTHING WITHOUT A LAWYER TO COMB OVER EVERY WORD OF THE CONTRACT, DONOT MAKE FINAL PAYMENT UNTIL YOU ARE SATISFIED.  DONOT BE MISLED BY SALESMAN.  EVEN A COUPLE OF THE WORKMEN FROM PREMIER STATED "ALL THE SALESMAN WANTS TO DO IS MAKE THE SALE"  WHAT ARE CUSTOMERS TO DO.  WE ARE IN OUR 80'S AND TRUSTED THIS COMPANY.  I WANT PEOPLE TO KNOW WHAT HAPPENED TO US.  ALSO' ****** THE LAST COMPANY THAT CAME OUT TO OUR PLACE, SAID THAT THE TILE WAS ORDERED FROM HOME DEPOT AND WOULD BE INSTALLED WHEN IT COMES IN.  *** SAID THAT WAS NOT THE TRUTH AND KEEPS REFERRING TO THE SO CALLED POLICY THAT PREMIER IS NOT RESPONSIBLE  FOR ANY DAMAGE THE COMPANY DOES.  THAT IS A POOR POLICY IF I MUST SAY W/O USING PROFANITY.  PLEASE WAIT ON MY FAX BACK UP B/4 YOU FORWARD THIS TO ***.  THANKS  AGAIN IS THE KEY WORD.  AGAIN THE BENCH FILLS UP WITH WATER WHICH I HAVE TO DIP OUT EVERY TIME A SHOWER IS TAKE.  THAT MEANS LAST WEEKEND WHEN MY 4 GREAT GRANDCHILDREN WAS HER 4 TIMES I HAD TO DIP WATER.  FAIR OR UNFAIR.  ALSO TO *** MARCH 11TH IS DATE YOUR PEOPLE NOT MARCH 10TH.  PLEASE CHANGE YOUR CALENDAR.  

  
  
  
  

  
  

  

  Business Response

  Date: 03/06/2025

  Hi Mr. and Mrs. ******* - We understand your concerns and frustrations. Apologies, we had mistyped the date - we will see you March 11th at 10 am to discuss further and address your concerns and provide a resolution. 

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like some kind of mediation between the BBB and Premier Home Pros. The service manager ******* is rude and unprofessional and does not care to work with us regarding our issues. The wrong shower was installed in our house. The shower was demolished and almost completely rebuilt the same day. It was at the end of that day when we realized that the wrong shower was installed. We decided to continue with the install because we only have one bathroom in our home. We could not be without a shower while a new one was built. I told the salesman that while we were happy with our install itself, the wrong shower was put in. He escalated this to ******* who produced a contract, and it was at this time that we saw his contract was not the one we signed but had our signature forged on to it. There were 2 huge errors, resulting in the wrong shower AND shower head being installed. The contract we signed had the correct info, the contract that the office typed up had the wrong info. We did request the correct shower head, since that was something we could fix, and ******* sent one to us. However, it didn't fit. We had to buy our own shower head costing $225 out of pocket. *******'s attitude about all of this is that the contract was correct (it is not correct) and we "signed off on the work". We didn't have much choice in signing off on the install but it was the very next day that we informed them that the wrong shower was installed. He has literally told us that his discussions with us are final and there is nothing he can do about the error that Premier Home Pros made. We want to speak to someone that has more authority than he does.

  

  Business Response

  Date: 02/11/2025

  Hi there - We are writing in response to the complaint filed by Mr. ****** regarding a shower installation at his home. We take all customer complaints seriously and appreciate the opportunity to address the concerns raised.

  First and foremost, we want to address the serious accusation of forged signatures. We would never, ever forge a customer signatures. We value the trust our customers place in us and would never engage in such unethical and illegal behavior. We are confident that the signatures on the contract are indeed those of Mr. ******.

  Regarding the contract discrepancies, we understand Mr. ******'s frustration. Our records indicate that the contract signed by Mr. ****** reflected the shower model that was ultimately installed. It is the customer's responsibility to review the contract thoroughly before signing to ensure all details are correct. Had there been any discrepancies, Mr. ****** should have brought them to our attention before signing. We acknowledge that mistakes can happen, but the signed contract serves as the agreed-upon scope of work.

  Concerning the showerhead, Mr. ****** requested a specific model after the initial installation. While we attempted to provide this, it appears the provided showerhead was incompatible. As a gesture of goodwill, we provided Mr. ****** with a $200 compensation in November to cover the cost of a replacement showerhead of his choosing. This compensation was offered despite the showerhead not being part of the original contract. Finally, we offered to install the correct showerhead, an offer that Mr. ****** refused. We have consistently tried to work with Mr. ****** to resolve this matter, but he has refused to allow us to fix the shower head.

  Regarding the completion of the installation, Mr. ****** signed off on the work after it was completed. While we understand the inconvenience of having only one bathroom, the sign-off indicates acceptance of the completed work as outlined in the signed contract. Had there been any issues, they should have been addressed before the work was accepted.

  We are also aware of Mr. ******'s behavior at the recent Home and Garden Show. His actions, including harassing our marketing team and discouraging attendees from using our services, were unprofessional and unacceptable. While we respect Mr. ******'s right to express his opinion, his actions crossed the line into harassment, resulting in his removal from the event.
  
  While we regret that Mr. ****** is dissatisfied, we believe we have acted in good faith and fulfilled the terms of the signed contract. We are always open to further discussion and exploring possible solutions within the confines of the signed agreement. However, we cannot accommodate requests that deviate from the agreed-upon contract.

  Customer Answer

  Date: 02/12/2025

   I am rejecting this response because:  Good Afternoon.  First off, the Home and Garden Show is a public event that we attend every year.  I went there hoping ******* would be there so I could talk to him in person since he does not return calls or emails.  We were not harassing anyone, no one walked up to the booth for us to discourage, and we were not removed from the premises.  Facts matter.  The signature on my copy of the contract and the signature that was incorrectly typed up by someone in the office are identical, hence we believe a forgery.  See attached.  Everything, even down to the X that our original salesman **** put on there is identical.  So, in the end, we get the wrong shower and the wrong shower head.  We did sign off on the final install because our installer told us that he couldn't leave until he called ******* immediately after the job was completed.  What choice did we have but to sign off?  You can say all you want that the correct install was done but the signature on that incorrect contract is forged.  It was copied and pasted on to the incorrect contract.  
  
  
  
  

  

  Business Response

  Date: 02/18/2025

  Hi Mr. ****** - 

   

  We have added a service appointment to switch out the correct shower head once it comes in from our supplier.  Everything per the contract we have on file was installed plus the addition of a tub faucet at no additional cost.  A discount of $200 was given as you were to bore your own hole but later found out the installer went ahead and completed that for you. We will still honor the $200 discount.  You stated you were supposed to get another color but we installed what was on the contract and you also signed off before the install took place. You were also present during the entire install so if there was an issue a call could have been made before we proceeded.  You also signed off at the end of the project and told our project manager that everything was good during the close out call.  We will contact you once the showerhead comes in the schedule you for service.  
  
  
  

  Customer Answer

  Date: 02/19/2025

   I am rejecting this response because:
  
  
  Don't bother ordering anything for us, I already purchased and installed exactly what I wanted. Since you have no intentions of addressing the differences in our contract,  which we can prove, the next step is to contact an attorney and see what legal recourses we have.

• Initial Complaint

  Date:01/21/2025

  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.

  Date pf transaction - August 5th, 2024.
  They committed to renovating my bathroom tub & shower area.
  My dispute at this point is that I don't trust the company and want my money back immediately. They have not done anything at all and continually make excuses.
  In December of last year, they apologized for not getting the work done and wrote a new contract reducing the amount of the job cost, and said they would begin right after the holidays. I called them on Jan. 4th and asked, "On what day was my job scheduled to be started", and they told me that they still didn't have an almond-colored bathtub and would call me as soon it came in, and I haven't heard a thing. I've called the manager several times in Jan. and haven't received a response.

  

  Business Response

  Date: 01/22/2025

  Hi there - We have the tub for this customer and are committed to fulfilling our contractual agreement. We are just waiting on some final items that are to be there as early as tomorrow and want to schedule install as soon as Monday. We sincerely apologize for the frustration as we were waiting on some items. Thank you for your patience!

  Customer Answer

  Date: 01/22/2025

   I am rejecting this response because:

  I want a new contract that states, That the work will be started on Monday, January 27th, by **** and finished within two days, which includes the removal of the bulkhead in shower area and the reinstallation of the shower light as verbally promised by ****** when the original contract was written on August 5th, 2024. 

  I also want **** to come back and install the shower doors I am ordering after the completion of the new shower. Because it has taken so long to get this done I have to go back into the hospital for a procedure that may prevent me from being able to install the shower doors myself.  If this whole process was done in a timely manner this request would not be necessary. It should also be stated in the contract that if these terms are not met that I will receive a full refund of $4,775.00.

   

  
  

  

  Business Response

  Date: 01/27/2025

  Hi ******* - I checked in with your local office this morning and they assured me that your job is in progress as of today. We also made sure that **** is not the installer on the job. Please note, as company policy, we do not install customer provided materials. If you need immediate assistance, please do not hesitate to call our designated service and support team at ************ and press option 4. Customer satisfaction is important to us and we are committed to seeing your job through to completion! Have a wonderful day.

• Initial Complaint

  Date:12/30/2024

  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 cannot express how incredibly frustrated and disappointed I am with this company. They failed to deliver the service and product we paid for. They brought in the wrong shower pan, and now, rather than taking responsibility, the blame is being shifted between employees. Its been nearly a month, and the situation remains unresolved. I have repeatedly tried to reach out, speaking to multiple people, who assured me they would rectify the issue. To date, nothing has been done.Whats most infuriating is the complete lack of communication. Ive been left in the dark and have yet to receive a satisfactory answer or any progress towards a resolution. This is not what was agreed upon in the contract, and the company has completely dropped the ball, both before and after the installation.The least this company can do is take responsibility for their mistakes and resolve the issue. I have no faith in their customer service at this point. If you value your time and money, I strongly suggest you look elsewhere. This experience has been a complete nightmare.

  

  Business Response

  Date: 12/31/2024

  Hi Barbie - We understand your perspective, and we apologize for any inconvenience this may have caused. We strive to provide high-quality installations that meet both safety standards and aesthetic expectations. We believe the adjustments made were necessary to achieve a successful and functional shower installation within the constraints of the existing structure.
  1. Contractual Size: The original contract specified a 60x35 shower enclosure.
  2. Installation Challenges: During installation, we encountered a structural limitation with the existing wall, which extended only to approximately 33.5 inches.
  3. Necessary Adjustments: To ensure a safe and aesthetically pleasing installation, our team made minor adjustments to the shower base trim to accommodate the existing wall.
  4. Alternative Solutions: Building out the wall to the full 36 inches would have required significant additional work, including potentially demolishing and reordering the entire shower system. This approach was not within the scope of the original contract and would have caused considerable disruption.
  To offset the issues with the shower pan, we provided you with a $700 discount, and added an extra niche into the shower. We hope that the minor adjustments to the shower base, the discount, and the extra niche are satisfactory to remedy the situation. Please let us know if you would like to discuss further. 

• Initial Complaint

  Date:12/13/2024

  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 hired Premier Home Pros to install a new bathtub, floor and vanity. NIGHTMARE FROM THE BEGINNING!After using the bathtub for the first time the overflow and drain were not connected properly flooding our kitchen. They returned to repair but only repaired the drain not the overflow so we got water into our kitchen again. They opened our kitchen ceiling and once the line was repaired they messed up painting the ceiling which extends into our living room leaving large sections unpainted and very noticeable and had to return again. They moved my sectional couch when painting and damaged the connection to one of the seats. FURTHER, the first bathtub they installed cracked, in many spots which required replacement of the tub and NOW we have a leak in our kitchen again with a very NOTICABLE water spot in the same area as before. I am beyond words!The vanity installed was incorrect. Wheelchair height was what they installed which was not the height of the original vanity and I had to fight with them to install the correct vanity which they did after many MONTHS!ALSO, one of the crews sent to my house to repair the bathtub when the original leak was reported smelled of marijuana and even joked about it in my bathroom asking one of the younger ones "you feel that yet"!Just called to report the NEW LEAK and waited on hold for 10 minutes only to get a recorded message "please leave a message after the tone"! PS ITS FRIDAY AT 4:16P.M. and the website says they are open until 9p.m. Also, my original contact at Premier has a disconnected number. I am scared to have them return again to make any repair since so many of the repairs they have made have failed.

  

  Business Response

  Date: 12/17/2024

  Hi ********* - We take customer satisfaction seriously and want to assess the full area by sending out our installation team. We understand the video you sent to us on Faceboko was an old video prior to a previous service. We understand that you have family coming in for the holidays, but we really need to come out to your home and assess the entire situation. We are confident we can get the service done and the ceiling closed back up as we would need to cut into it again. According to our notes, you spoke with a project manager and decided that we will reschedule after Jan 1 when *** has a field manager. Additionally, in order to provide you with exceptional service, one of our installers drove three hours round trip and we moved other services to make hers a priority and she would still not allow us to complete.   Installer is getting new pictures.    

  Customer Answer

  Date: 12/17/2024

   I am rejecting this response because:

  The message provided to Premier via ******** informed them of yet another leak from the bathtub they re-installed for the second time over the summer. I included video from the original leak to show this where it is leaking again.  It is clear, with NEW very evident water marks on the ceiling we have the same problem. Premier was responsive and did come out today.  I did not decline repairs, I advised they can open the drywall in our bathroom to access the plumbing (which they did before) but I did not want my kitchen ceiling opened AGAIN for the Christmas holiday.  NOTE,  MY KITCHEN CEILING WAS OPEN LAST CHRISTMAS FOR THE SAME ISSUE!  I understand drive time may be an issue for this company so maybe they should consider that before taking on a project.  We have been very accommodating through this entire project and its many issues, scheduling plenty of time off work.  We even agreed to a repair of the first  bathtub they installed when cracks appeared it several areas,  we were told it was basically our only option and that we had to do that first before they would even consider replacing it.  When the bathtub refinisher said they wouldn't touch the bathtub because it was incorrectly installed and would only crack more Premier agreeded to replace the bathtub.  We then waited for a new bathtub to come in and the install to be scheduled which was this past summer.  Premiers inconvenient drive, think about how inconvenient it is for our family to have a bathtub that isn't usable  and knowing they have to open our kitchen ceiling again to make repairs.  Not to mention the worry and concern we have that repairs made by this company may not be done correctly considering all the issues we have had since the bathtub was installed.  The original bathtub installed they did not connect the drain or overflow, first bath taken flooded our kitchen...  We simply want a bathtub without any issues, that is what we paid for and not what we received. 
  
  

  
  

  

  Business Response

  Date: 12/18/2024

  Hi ********* - We sincerely understand your frustrations regarding the repairs. Our project management team assured us that we could not cut through the wall to access the leak - it has to be through the ceiling in order to see the drain. He also assured me that the ceiling would be patched up that very same day, with little disturbance and hassle. As discussed, it sounds like this will be rescheduled after the first of the year and we will get everything resolved.