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

  5920 Mayfair Rd Canton, OH 44720-1549

• 

  Premier Home Pros

  5805 Clayton Ave Pennsauken, NJ 08109

  
• 

  Premier Home Pros LLC

  25 Pier Lane West Fairfield, NJ 07004

  
• 

  Premier Home Pros LLC

  Jacksonville, FL 32207

  

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:12/10/2024

  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.

  On September 7th 2024 I entered into an agreement with Premier Home Pros to demolish my bath and replace with walking shower along with moving necessary plumbing fixtures. This was to be done within a six to eight weeks period. To date, the demolition is done and nothing more. The company personnel are claiming, due to the octagon shape of the pan for the shower they are having problems with its production. I have requested my deposit $4200+ because it’s beyond reasonable time period to complete the job. The company refused to reimburse the funds because they are claiming it’s beyond the three days since signing the contract. This is December 10/2024 and my shower is still incomplete!!!

  

  Business Response

  Date: 12/11/2024

  Hi ****** - We're so sorry for the inconvenience and understand your frustration. Unfortunately, due to the custom shape of your bathroom shower pan, the process requires us to demo your bathroom to get an accurate measurement of your base. And, unfortunately, the original onyx template was damaged during transit. We are committed to fulfilling our obligations in this contact and would like to come out and remeasure, however, it appears that you are not willing to allow us into your home. We truly understand your frustration with the timeline and would like to make things right. We ask that you get in touch with our project manager, ******, to schedule a time for us to come out. Thank you.  

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  This is first time we heard anything was damaged, Only because we reached out to BBB are we hearing about damages to template. Last week my wife reached out to Mr. *******, who requested to come visit… his words. When asked if it’s to complete the job, he replied, no, to do measurements. Never stating the original measurements/ template was damaged.They NEVER reached out to us once the first measurements were taken . I or my wife had to be reaching out to  ****** whose response is always that he is waiting on Onyx and he can’t give any date or time. Steve, whose response is he doesn’t deal with the backend of the business. Then *******, the area manager, but whose main interest is to  deny that he’s not responsible to refund my deposit, until I told him, his office informed me he is the one with the authority to do the right thing and refund the $4250. There is no action taken by the management team…to make things right from 9/2024 till yesterday 12/10/2024. I don’t care to proceed with this company, because they don’t operate in good faith. 
  They all are aware that we are exposed to mold in the bath daily. My wife is recovering from cancer, we have a special needs child in our home who is very structured causing another challenge just have one bath. I can provide all photos of the mold along with all vague communication especially from Mr. ******. I have been paying interest on that $4250. They want to make it right? Show good business ethics, refund my deposit. 
  

   

  

  Business Response

  Date: 12/12/2024

  Hi ****** - We truly understand your frustration regarding the timeline, especially with only having one working bathtub for a while in the house, and sincerely apologize for the delay. Once we demo'd your bathroom, we shipped the onyx base, but it was damaged during the transit - I'm so sorry this wasn't conveyed to you properly as our notes indicate that it was. ****** and the assistant project manager in your area have attempted to reach out to you multiple times to get the correct measurements to reorder the base. We ask that you please get in touch with us so that we can get the correct measurements and make things right. We are committed to fulfilling our obligations with this contract and rectifying the situation. 

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:
  Premier Home Pros, are not addressing the reason I contacted  BBB. They NEVER corresponded with any of the home owners about damages to the template. I will not continue this back and forth with them. Are they issuing a refund or not? Simple. 

   

   

   

  
  

  

  Business Response

  Date: 12/20/2024

  Hi ****** - Despite the delay in the base, which we really do apologize for, we are still committed to fulfilling our obligation for this project - our only hang up is getting the measurements for the base. Please get in touch with management, ****** Palazzollo, to schedule a time for us to come out and complete everything. 

• Initial Complaint

  Date:12/06/2024

  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.

  Purchased vanity with two sinks, drawers under sink can’t install sink, cabinet placement off center, counter top off center and rough cut. Employees not trained in job. Need a remeasure for complete new cabinet and counter top.
  Toilet not one that was ordered
  Shower knob not installed correctly
  Drywall cracked not repaired
  Tile cracked not repaired.
  No resolution from manger after numerous attempts

  

  Business Response

  Date: 11/27/2024

  Hey I just called the guy, he said that he's working with Premier Home Pro and not Premier Builders.

  He said that is sales rep is ***** ****** which we don't have any ***** in the company.

  This is a false complaint and it's not relevant for our company

  Thank you so much for your assistance

  Customer Answer

  Date: 12/04/2024

  Apologies, but the company is Premier home pro’s out of Tampa 

  Customer Answer

  Date: 12/09/2024

  I have resolved my complaint with Premier Home Pro’s.  Please close out my incident.

  Thank you, 

• Initial Complaint

  Date:12/06/2024

  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.

  A one day re model was to be done on October 3. I financed for $12,****** has been unusable since that date due to leaking through downstairs ceiling fan, and they keep missing appointments to repair.Also saying my fault when in fact NOTHING leaked *********'s now 12/6 and still an unworkable shower. No one has tried to fix it.

  

  Business Response

  Date: 12/11/2024

  Hi ***** - We're very sorry to hear about your leak. According to our notes, our project manager has been in touch with you, and while this was a pre-existing leak prior to our installation, we are sending someone out this week to assess everything again. Thank you. 

  Customer Answer

  Date: 12/22/2024

  They came out to fix leak, I have a hole in my 1st story home. 

  The result is a poorly installed shower for 12k.

  NOT WORTH IT

  

  Business Response

  Date: 12/30/2024

  Hi ***** - Our records indicate that we agreed to investigate a water leak at your property. This involved making a necessary opening in your ceiling to accurately pinpoint the source of the leak. We clearly communicated that this was a crucial step in the leak repair process. Furthermore, we advised you that a permanent repair would be required after locating the leak, and that Premier would not be responsible for patching the hole after fixing the leak. We understand that this may have caused some disruption, and we apologize for any inconvenience. However, we believe that this course of action was necessary to properly diagnose and resolve the water leak.

  Customer Answer

  Date: 12/30/2024

  The fold up bench they placed at 24 inches, not the industry install of 18 inches. My and my husband's legs don't touch shower floor.

  Was told it would be taken care of after holidays.

  Overall very unprofessional. The people they hire need more of a background check and training.

  Customer Answer

  Date: 12/30/2024

  Leak fixed after 2.5 months.

  Still requires additional work, bench up 6 inches too high. Was promised they'd change it to proper height after holidays.

• Initial Complaint

  Date:12/02/2024

  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.

  August 14, 2024 I paid a deposit of $7500 to replace an existing shower and was told that the installation would begin between 4 - 6 weeks. September 30th, 6 and a half weeks later without hearing from the company and not having any of my calls returned I sent an email that was responded to by **** *****, Premier Home Pros Tampa Project Manager, stating "I will call you now." When I spoke with Mr. ***** he explained that they hadn't received the supplies for my project and that they would let me know when the shower walls and floor arrive. October 24, 2024 I emailed **** ***** again asking for a status update and did not receive a response via email. This is when I began calling Mr. ***** and he made me aware that all of supplies had arrived and booked my installation for November 8, 2024 with installers arriving between 8:00am and 10:00am. I texted Mr. ***** at 12:47pm, as no one had showed up to begin the project. Mr. ***** called me to let me know that the installation crew was in an accident and that he was sending another crew. At 3:20pm I sent another text and they were unable to find a crew but would send one out November 9, 2024. No one showed up and there was no call. November 11, 2024 Mr. ***** texted a picture of a damaged panel and they would need to order a new one. It wasn't the correct panel in the picture. Mr. ***** scheduled a new install date for December 2, 2024. No one showed up and their was no call or answers to texts or my calls to Mr. ****** At this point they have abandoned the project and have not communicated with me. A project that was quoted to take between 4 - 6 weeks to begin is now at week 15 and there is been little to no communication from Premier Home Pros. I am requesting a full refund of my $7500 deposit for work to be done as you have clearly and blatantly abandoned this project.

  

  Business Response

  Date: 12/06/2024

  Earlier this week, our Operations Manager, **** *****, called the customer on Tuesday, and confirmed with the customer the appointment. When we arrived to start the project, no one answered the door unfortunately. We have been calling the customer to rectify the situation, however, he is not answering our calls. We'd like to make things right. 

  Customer Answer

  Date: 12/06/2024

   I am rejecting this response because:
  On Tuesday December 3, 2024 I received a text message from **** at 9:57am explaining that the installer was running behind. I responded that they were supposed to be there November 8th, no showed, November 9th, no showed and December 2nd and no showed. All previous install dates were confirmed with **** *****, Premier Home Pros Tampa Project Manager and that Tuesday December 3rd was never communicated or confirmed. **** apologized and offered to take $500 off of my project. I responded with how was today communicated to me. He said he wasn't sure but that his "crew" would be arriving soon. I work for a living and had to miss work for 3 days that they no showed and abandoned my project. The "crew" that is referred to did not show up. One person did show up outside of my house on my security cameras in an old truck but with no shower panels or identifying markers on the truck or person that they were with Premier Home Pros. 
  

  

  Business Response

  Date: 12/16/2024

  Hi **** - We completely understand your frustration with working with our crew thus far. Fortunately, we have had a change in leadership and have moved on from our installation manager in your local area. ***** ******* has taken over for the time being and has been trying to get in touch with you to rectify the situation and provide a resolution. Please call us back today so we can get everything squared away. We are confident with our new management team that we can make things right. Thanks so much. 

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June, 2024 we contracted to upgrade our bathroom shower stall with a $2963 deposit.
  
  We were assured by the saleswoman that the company's employees (not sub-contractors) were all licensed tradesmen. The work was to start in 4-6 weeks once a custom item was crafted.
  
  After several delays (which turned out to be stalls) and many phone calls to the saleswoman, we noticed that the agreement we signed did not have a local business address, only an Akron, Ohio address and phone number. Upon phoning Akron ,they couldn't give us the phone number of the Clearwater business, only an email address-- ****************************.
  
  It is now November, 2024
  
  In checking with Pinellas licensing bureau, we learned that no such name is licensed in residential construction. We have since cancelled this project, in writing, to **** *****, General Manager in Tampa asking for a refund to be forwarded in one week. A check for the deposit arrived without question about one week later.
  
  We don't know why this project was never undertaken, but we have no reason to trust this company, and do not recommend it for a worry-free relationship.

  

  Business Response

  Date: 11/26/2024

  Hello - I can confirm your refund was sent and you should receive it via Fed Ex in the next few days. If you have further questions or concerns, please email us at **************************** or call us at ************. 

  Customer Answer

  Date: 11/26/2024

  Refund received

• Initial Complaint

  Date:10/23/2024

  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.

  February 2024. $10,000a s a deposit. Had 2 bathrooms remodeled. Both were to be the same. Walls, Shower pan, Shower Seat, hardware, Barn Door style shower doors, frosted glass half way up from bottom with a mid strip.
  One show door is correct and the other is not. Do not match and would like them the same.
  Also mentioning the work men ship was below average and I will eb spending additional money to repair.

  

  Business Response

  Date: 11/01/2024

  Hi there - We understand that you spoke to a project manager about your concerns, if you have any other comments, please do not hesitate to reach out. 

• Initial Complaint

  Date:10/22/2024

  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.

  On Wednesday, September 25, 2024, Premier Home Pros came to my house with two gentlemen **** ******* and I don't remember the other man's name. They were to remodel my two bathrooms. one upstair and one downstairs. After talking to them they quoted me a price of $45,000. and the bathrooms would be installed in 4-6 weeks. The next day I called to cancel my contract which was Thursday, September 26th. I received a call on Friday, September 27th **** ******* and ******* showed up asking is there was anything they could do to change my mind. I toweeks. ld him the price was too much and they lowered it and removed and changed some things again in 4-6 weeks. I called their office the lady told me no my bathrooms will not be installed until 8-10 weeks I stated this is unacceptable. If Premier Home Pros had told me 8-10 weeks in the beginning I would have never signed up for their services. I also asked if they were licensed to do work in Maywood and needed a permit in order to work with the village. They are not registered

  

  Business Response

  Date: 11/01/2024

  Hi ***** - According to our notes, we've provided you with a discount and are moving forward with the installation. If you need anything else, please do not hesitate to reach out. 

  Customer Answer

  Date: 11/01/2024

   I am rejecting this response because: I have asked numberous times for this to be cancelled due to The Illinois Consumer Fraud and Deceptive
  Business Practices Act ("Act"), 815 ILCS 505/1,et seq., is comprehensive legislation designed toprotect consumers, borrowers, and businessmen
  against fraud, unfair methods of competition,and unfair or deceptive practices in the conductof trade or business.  You are lieing to consumers to get a sales.  I have asked to be cancelled and you have refused to cancel.  I have been told by the manager ******* that I cannot cancel.  I was told and signed the contact that said 4-6 weeks not 8-10 weeks.  Also in my contract is states that if after 3 days I could cancel.  Per the contract I signed Recission Period
  NOTICE OF CANCELLATION: Buyer may cancel this transaction at any time prior to midnight of the 3rd
  business day after the date of this transaction. If you cancel, any payments made by you under the
  contract will be returned within 14 days following the receipt by the seller of your dated copy of this
  cancellation notice or any other written notice to Premier Home Pros at *** ***** **** ******* ***** ****
  ***** no later than midnight of the 3rd business day after the date of this transaction. Please note, if you
  cancel after three business days, you will still be responsible for 25% of the purchase price or material
  cost - whichever is greater.
  
  
  
  

  

  Business Response

  Date: 11/04/2024

  Hi ***** -Thank you for your response. According to our notes, and in speaking with the local team, we were told you were OK with moving forward as long as we were within the 4-6 week timeframe. Currently, we are pulling the permit to proceed with install. Additionally, we have all the materials in the warehouse, which is within the first 4-6 week timeframe. We ask that you call us if you have further comments at ************ and press option 4 to reach our service and support team. 

  Customer Answer

  Date: 11/06/2024

   I am rejecting this response because: I am writing to inform you that Premier Home Pros has not fulfilled its contractual obligations, which promised installation within 4 to 6 weeks. This timeframe has now lapsed, and I have yet to receive an installation date. I find it necessary to reject this arrangement based on the Illinois Consumer Fraud and Deceptive Business Practices Act (815 ILCS 505/1, et seq.), which aims to protect consumers from fraud, unfair competition, and deceptive business practices. It is concerning that consumers are being misled in order to secure sales.
  

• Initial Complaint

  Date:10/08/2024

  Type:Order 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.

  Premier Home Pros has not honored their contract in several different ways and installed defective material . Upon sending inspector who verified that shower must be fixed that it was built incorrectly .This was back in July and we still have yet to receive a call or for anybody to come to our home to honor their word and contract ! We have paid them 17,050 dollars so far with a 6,250!amount we have disputed with the credit card company . Premier is claiming they honored their contract to us to the credit company and expect payment ! This is now mid October and we have yet to hear or see any representative from Premier Home Pros . This was a very expensive bath remodel and we have no problem paying if Premier was to come fix their wrongs! Can you please help advise us ?

  

  Business Response

  Date: 10/15/2024

  Hi ***** - According to our internal notes, you were able to speak with our Vice President **** ******* and work something out. We are creating an addendum on our side and will present it to you. Thank you for your patience to this matter. We really appreciate your business. 

  Customer Answer

  Date: 12/01/2024

  The issue with Premier home pros has been resolved.

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service 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.

  Entered by BBB staff. Consumer states on Aug 13 he signed an agreement to install a jetted tub replacement. He was told verbally it would take 4-6 weeks to install. He has contacted them 4-5 times to inquire and they keep pushing it back by a week.  It will be 9 weeks and it is still not installed.  He was quoted $14,000 and he gave $3500 down payment.

  

  Business Response

  Date: 10/04/2024

  **** - Unfortunately, we are at the mercy of our supply chain issues -- the 4-6 week timeline was simply an estimate from your sales reps. As soon as we have the jetted tub in stock, we will schedule your installation date. According to our internal notes, we've been in contact with your multiple times regarding the status of your new bathroom, and we will continue to keep you informed along the way. 

  Customer Answer

  Date: 10/14/2024

  please call me reguarding this complaint@************

  Customer Answer

  Date: 10/16/2024

   I am rejecting this response because:

  You may be at the mercy of your supplier that was never disclosed to us in writing or verbally at the point of contract.  It was our understanding that the outside timeframe for installation was 6 weeks and we gave you extensions up to 9 weeks with nothing but excuses.  I told *****, the project manager, that if the tub was not in my house on or before October 4th, I was cancelling the deal and would demand a refund of my $3500.  After 9 weeks we cancelled our obligation and found another tub on our own as I am disabled and need the tub as I have difficulty taking a shower.  We had no confidence we were ever going to get the tub at that point.  Finally, on the 14th of October you called to inform me that the tub was in, after I filed a complaint.  In closing, had we had any idea it would have been into the 11th week to get this tub, we never would have entered into this deal with your company.  Calling you that day was one of the worst decisions of my life.  
  
  

  
  

  

  Business Response

  Date: 10/21/2024

  Hi ****- Understood and again, we are very sorry for the delay with your materials. Please note that since you are cancelling outside the recision period, after three business days, you are still responsible for 25% of the purchase price or material cost -- whichever is greater. This is outlined in the signed contract. Thank you. 
  

  Customer Answer

  Date: 10/21/2024

   I am rejecting this response because:
  
  Again I will tell you that I did Not agree to "we are at the mercy of our supplier" ending up will an unreasonable amount of time the finally get this done. I demand my money back. after the 9th week i had no confidence it was ever  going to happen,

• Initial Complaint

  Date:10/02/2024

  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 paid over $12,000 to remove an existing, fully functional, tub and shower combination, and to install a new walk in shower. We put up with the normal delays in scheduling. when the scheduling did occur, we then had delays waiting on the correct parts to complete the job. We were satisfied with the look of the walk in shower, but then started noticing sewer gas coming through the shower drain. They did come to check out the problem, cut a hole in our bedroom wall and floor to check to see if a P trap had been installed. They said one had been installed, and could offer nothing else to fix the problem, and that I would have to elevate the complaint. I have tried to do this , but cannot get any response on the matter. In the meantime we are living in an unhealthy and somewhat hazardous household, which we did not have prior to them doing this installation!

  

  Business Response

  Date: 10/04/2024

  Hi ***** - According to our internal notes, we came out twice and and confirmed that the p-trap is set correctly. The only plumbing work we touched was the p-trap, narrowing it by an inch, so we determined that the odor is not coming from our plumbing work. There is a venting issue unrelated to any of our plumbing work.

  Customer Answer

  Date: 10/05/2024

   I am rejecting this response because:If it were a venting issue, the same venting was there before the install, and did not present any odor. I personally went on the roof and flushed the vent, to make sure there were no clogs. It is my contention that the Ptrap is not installed correctly( not deep enough to hold enough water to prevent gases from coming up through it. ) perhaps a certified plumber could make that determination.