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:09/24/2024

  Type:Sales and Advertising 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.

  They came to my home on March 29. First they put the wrong shower walls in. They had to come back a few weeks later because my shower they replaced on my second floor was leaking to my first floor. Since then they have been back multiple times to fix more leaking and a door that fell off tracks. I am now dealing again with it leaking into my downstairs and no one is responding to me or answering my calls. I have paid them $12,500 and their shower is causing damage leaking in my floors and ceiling in two rooms downstairs.

  

  Business Response

  Date: 09/25/2024

  Hi **** - So sorry - your contact was on vacation for a few days, so that may have explained our delay. Please ensure to call the ************ and press option 4 for our direct line in service. Fortunately, according to our notes, we just got in touch with you and scheduled your service for 9 am - 11 am on Friday. We look forward to addressing your concerns and providing a resolution during the time. Thank you. 
  

  Customer Answer

  Date: 09/30/2024

  My contact was not on vacation as I have been in touch with him.  Additionally, now I am being threatened with legal action for Derogatory Remarks on their review page.  If they were as concerned with me as they are the reviews, this wouldn't be an issue any longer.  They did come back and cut open my ceiling and here we are waiting.  Now they are saying it is coming through the floor, that was damaged because of water.  We are now 7 months into and 8-hour jobs.  And they want to threaten.

  Customer Answer

  Date: 09/30/2024

   I am rejecting this response because: It simply isn't true that the agent was on vacation.  
  
  
  
  

  

  Business Response

  Date: 10/02/2024

  Hello - It was our understanding that he was on vacation and that caused the delay in communication. 

  Customer Answer

  Date: 10/02/2024

   I am rejecting this response because:
  
  
  It's irrelevant. I'm not going to swear on a stack of Bibles he was or wasn't. It's 8 months later. Not 2 weeks. So that particular detail is irrelevant relative to the entire situation. 

  Customer Answer

  Date: 10/02/2024

   I am rejecting this response because:
  
  
  It was a repeat of a previous message

• Initial Complaint

  Date:09/20/2024

  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 put a down payment on a custom built shower to be installed they said it would take 5 to 7 weeks for shower to come in it's been 8 weeks and every time I call them they say another week and give me the run around and says it's to late to get a refund

  

  Business Response

  Date: 09/25/2024

  Hi ****** - We have great news! Your materials are on the next truck and will arrive shortly. Once we have your materials in our warehouse, your project manager will reach out to schedule your installation. Thanks for bearing with us as we've had some supply chain delays. We appreciate it. - Premier Home Pros

  Customer Answer

  Date: 09/25/2024

   I am rejecting this response because:
  
  It's been 9 weeks waiting it was supposed to take 4 to 6 weeks they say the same lie every week do not keep you inform on anything you have to chase them down I no longer want their services 

  

  Business Response

  Date: 09/30/2024

  Hi ****** - As we mentioned earlier, we have great news -- Your materials are on the next truck and will arrive shortly. Once we have your materials in our warehouse, your project manager will reach out to schedule your installation. Thanks for bearing with us as we've had some supply chain delays. If you'd like to speak to someone regarding this, simply call us at ************ and press option 4 for our service department. However, you can be rest assured that your materials are on a truck and we will begin shortly. - Premier Home Pros

• Initial Complaint

  Date:09/10/2024

  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 were convinced to pay 26K for a "full" bathroom remodel which was not completed or done in a professional manner. There is no sealant around any of the bathroom fixtures, they reinstalled our old stained baseboards and floor register after saying they would replace, and they left us without a vanity and WITH huge holes in our drywall which they (sales rep ***** roto and project manager ***** ********** and owner ********* ******) said during the sell would be taken care of. We still don't have our vanity and why on earth would you call it a full bathroom remodel without lighting or a medicine cabinet? Not happy at all. Shoddy rushed work. No one should use these people.

  

  Business Response

  Date: 09/17/2024

  Hi ***** - Unfortunately, we are waiting on the vanity to arrive in the warehouse to complete the job, and it should be here in about three weeks. I know that is probably not the news you want to hear at this point, and we are very sorry, however, we are relying on the vanity to arrive at the warehouse before we proceed. 

• Initial Complaint

  Date:09/04/2024

  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 signed our contract on June 18th, 2024 for a replacement shower, toilet, and pedestal. It took over 6 weeks to be scheduled for installation and right away nothing went right.
  Our installation scheduled for Aug 7th was abruptly cancelled that morning after it was confirmed the previous night.
  
  They eventually came out on Aug 12th & 13th to do the installation but left with several outstanding issues including :
  (1) Installing the wrong shower base with a Center drain instead of Left drain stated in contract.
  (2) Pedestal installed was too big for the space and overlapped the toilet making it impossible to conveniently use the toilet.
  (3) Bathroom ceiling was damaged.
  (4) Bathroom floor tile and toothbrush holder were damaged without the contractor notifying us.
  (5) Construction garbage was left overnight in our backyard.
  
  After several contacts with company representatives including *********, *******, *** & **** to address the issues; on Aug 27th they returned and replaced the oversized Pedestal with a very small vanity but didn’t replace the incorrect shower floor which leaves water unsightly pooled to the top right corner for days after each usage.
  
  Calls to their customer service complaints extension number was never answered and they didn’t return voicemail msgs. The company’s lifetime warranty ring hollow when they can’t even get the order right or effectively mitigate installation issues? We had a nice beautiful bathroom and thought spending thousands on Premier Homes Pros’ bathroom replacement would be an upgrade instead we have unfortunately ended up with a new bathroom we avoid using. The kids using the small sink creates water spillage risk while using the shower leaves unsightly water pooled to the corner.
  
  We are being threatened with a lien with no effort by Premier Home Pros to install the appropriate shower floor ordered. Be wary of doing business with Premier Home Pros. This has been a very ugly stressful situation for us.

  

  Business Response

  Date: 09/05/2024

  Hi there - Customer satisfaction is extremely important to us and while we want to make things right, unfortunately, the manufacturer  recommends that we only have a center drain for 60 x 40 shower pans. We've attached a text message from the customer agreeing to the vanity - please see attached. 

  Customer Answer

  Date: 09/05/2024

   I am rejecting this response because:
  
  
  Premier Home Pros never communicated to us that the manufacturer recommended that they only have a center drain for 60 x 40 shower pans. This knowledge would have certainly changed our position to proceed with the installation as center drains are notorious for water pooling which we particularly don’t want.

  The Company should have informed us of this deviation from our signed contract before installing the center drain. Premier Home Pros cannot claim to care about customer satisfaction yet install a different product from what their customer ordered without any prior communication or client approval. This response is not an acceptable solution.

  
  

  Customer Answer

  Date: 09/05/2024

  Based on the recent disclosure by Premier Home Pros indicating they can only install center drain for 60 x 40 shower pan. We will hereby request for a full refund of our deposit and restoration of our original bathroom so we can engage another contractor to remodel our bathroom to our specifications.

  Apparently there are companies in the market that sale and install Left drain  60 x 40 shower pan as we requested. Attached are a few sample shower pans from the internet.

  

  Business Response

  Date: 09/09/2024

  Hello - We have every desire to come to a resolution with Mr. **** - our project manager is going to call Mr. **** today and see how we can resolve this for the customer. Thank you. 

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because: 
  
  
  We have not received any call from their  project manager today as indicated by the company. It’s now 7:39PM EST and safe to conclude that we will not be getting any call from any Premier Home Pros company representative. This is yet another display of the lack of sincerity, communication deficiency or incompetence of Premier Home Pros.

  We need our deposit of $2,748 returned to us immediately. We desire no further business interaction with the company. 

  
  

  

  Business Response

  Date: 09/17/2024

  Hi ***** - We hear you. Your claims about no one reaching out are untrue - according to our notes, a VP has been in contact with you twice regarding your situation. Customer satisfaction is extremely important to us and while we want to make things right, unfortunately, the manufacturer recommends that we only have a center drain for 60 x 40 shower pans. Regarding the vanity, we have confirmation in text message form that the vanity requested was OK. Thank you. 

  Customer Answer

  Date: 09/17/2024

   I am rejecting this response because:
  
  
  Premier Home Pros is either a very disreputable company or they have some highly dubious and unethical employees working in the company.

  The company had responded on September 9th that their Project Manager was going to call me on that day to explore mitigation of the problem. We waited all day and got no call and I proceeded to record this fact in my response to the company posted after 7:39PM of the same September 9th, 2024. (See attached)

  Subsequent to my response, we received a call from ******* who claimed to be VP of Finance at 2:54PM on September 12th (See attached) and he was more interested in collecting the outstanding balance and threatening me with a lien than addressing the company’s breach of contract by their installation of the wrong shower floor. Once I mentioned that I was recording the conversation, he lost his marbles and kept screaming “He doesn’t consent to the recording” then he hung up as I demanded written or recorded communications. That was the ONLY call or communication received from Premier Home Pros or its representatives since I initiated this complaint.

  Your claim that my previous response was UNTRUE is yet another display of the lack of honesty, misrepresentation of facts, and/ or incompetence of Premier Home Pros as a company.
  

  Again we did not sign a contract for a 60x40 Shower floor with center drain - we are not interested in such a big shower with center drain that is bound to pool water at the top corner. We did NOT consent to a 60x40 Center drain Shower floor being installed in our bathroom neither were we consulted prior to installing the wrong shower floor. We immediately on Day One raised our concerns about the shower floor and water pooling to your Installers and Project Manager.
  
  I will summarize our position at this time as follows: WE DON’T WANT YOUR 60x40 Center Drain Shower Floor!!! We need our deposit of $2,748 returned to us immediately. We desire no further business interaction with this dishonest company as they can’t be trusted.

  Customer Answer

  Date: 09/17/2024

  Attachments that go with my response today September 17th, 2024.

• Initial Complaint

  Date:08/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TRANSACTION: May 21, 2024.
  AMOUNT PAID: $6200 (deposit)
  
  CONTRACT: Full demo. Custom Monterey white subway tile shower and black vanities with white (galena) countertops, LVP flooring, matte black grab bars, fixtures, showerheads, and niches.
  
  DISPUTES:
  FAULTY/SHODDY INSTALL - leaking sink and toilet that also wobbles (causing water to leak downstairs into the kitchen ceiling), crooked shower install, asymmetrical showerheads and handles, numerous gaps of varying sizes between shower and wall, shower and floor, and on vanity countertop.
  
  INSTALL NOT AS PROMISED - incorrect countertops, fixtures, and products. Multiple delays with lack of communication. Had to call to receive updates.
  
  UNPROFESSIONALISM - current project manager **** was rude in his tone of voice when talking to us, stating that we started it and he remembers it clear as day. Prompted us to report him to financial manager ****, who put us in touch with Vice President *******.
  
  The business has tried to resolve the problem by giving us discounts totaling approximately $1500.
  
  We were promised high-quality, customer-oriented service with a professional and timely installation. We understand that delays occur that are beyond control at times, yet we have waited over 3 months. The install team arrived on 26AUG2024 and left 29AUG2024, leaving us with a dysfunctional bathroom containing a leaking sink, leaking toilet that is damaging our downstairs ceiling, missing glass door, showerheads, and fixtures, various gaps that risk water damage and mold development (also being very unsightly and lacking quality aesthetics). Our original project manager, **** *******, was removed without us being notified - had to call to find out who our point of contact was. VP ******* threatened legal action against us during a call because he was upset we were bringing up our concerns. We sent videos and pictures to provide proof of our concerns. All they want is money and it doesn't feel like they want to fix anything.

  

  Business Response

  Date: 09/09/2024

  Hello - For an update, our VP, **** *., has been in contact with Mr. ********* and we are trying to come to a resolution. We've been back and forth over 30 times and remain in contact with the customer to try and come to a resolution. 

  Customer Answer

  Date: 09/14/2024

   I am rejecting this response because:
  
  
  There has been an ongoing conversation with **** with approximately 30 replies. None of which have yielded the requested documentation which was proof of license for PHP and the contractor sent to my home. ****'s only interst has been payment for an incomplete project done by, what I can now only assume due to lack of evidence, were unlicensed workers. He has given conditional statements and dodged every request I have made for proof of licensing in the state of *******. He has told me after my request for licensing and insurance that he is not obligated to provide me documentation. I am unwilling to allow unlicensed personnel to work on my home causing any additional damage. **** has demanded access to my home but refuses to furnish a ******* state license for contracting or plumbing. He also gave me a hard time regarding the insurance claim I requested due to his workers causing multiple leaks in my bathroom. He did eventually provide proof of insurance out of the state of ****. I still want proof of insurance for PHP and the contractor his company sent to my home. 

  

  Business Response

  Date: 09/16/2024

  We have every desire to assist Mr. ********* with his repairs, however, he will not allow answer the phone and allow us to complete the work. He has been provided copies of our worker’s compensation insurance, liability insurance, and our business license - Please note, we are headquartered in ****, so some of the business information may be from the state of ****. Again, we are happy to work with Mr. ********* to come to a resolution, however, we need to have a conversation with him to schedule his service.

  Customer Answer

  Date: 09/16/2024

   I am rejecting this response because:
  
  
  This is a continuation lf the issue I'm having with your company. You have provided proof of a business registration, not a valid contractor license in the state of *******. You nor your contractors are licensed to perform contractor work in the state of *******. You lied about your licensing and that of your subcontractors. Your unlicensed workers damaged my home and you want me to give you access to send in more unlicensed contractors to do additional damage which is unreasonable. Provide your ******* state license number here for the record. Also please don't lie, no one has called me. 

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [[BBB transcription via transfer, see attachment for complete complaint details]]

   

  On March 31, 2024, I hired Premier Home Pros to install a walk-in shower in my bathroom and paid a down payment of $2585.00. They were supposed to call to schedule installation on April 15,2024 but didn't, so 1 called them on April 17, 2024. I told them my husband would be gone from April 18th to the 23rd and to call after the 25th. ******, the work manager, contacted me on April 29th and said he and his crew would be out on May 3rd at 9:00 am to start work.

  
  When they didn't show up at 9:00 on the 3rd I called ******, and he said the crew would be there by 10:00am. I got a call at 11:00am saying they were running late. The crew finally showed up at 12:30pm, dropped off supplies and then left for lunch. When they came back one of the men told my husband they needed the downpayment before they could start working and my husband told them it was already given to ******* the Salesman. I had to run to the bank to get proof of downpayment. They then asked where the toilet was I bought, and I informed them ******* ordered it and they were to bring the toilet. They worked until 7:30/8:00pm.
  

  The next day 2 of the guys came at 11:45am saying traffic was crazy and that was why they were late. They broke my back door frame, broke my sump pump when they went downstairs to turn off the electricity causing it to burn out. I just pur*****d the sump pump in August of 2023. They finished installing the shower except for the curb and installing the handicapped toilet and had me sign they did the job. He said we could take a shower that the water would go down the drain instead of all over even though the curb wasn't installed yet. My husband tried taking a shower a couple of days later and the water went all over the bathroom floor and thru it down into the basement. I called the company to tell them on May 6th, 2024.1 also called my Salesman. ******* said he would call someone to take care of everything and ****** said he would come after work on May 17th but never showed up. 1 sent him a text on the 18th of May, and he said he was in the ER with his daughter.

  
  *****, a higher up in the company, was in town the week of May 20th and said he would order everything I needed and be out on the 24th. He never showed up, so I called him again and he said he had ordered it all but since it was Memorial Day weekend I'd have to wait for the items. He was going to come out on May 31st but didn't show up because the company had sent him to Chicago for another problem.
   
  ***, from the company, showed up on June 1, 2024, to work on the bathroom. He said the curb that was ordered was too short and the pipes the crew had put in were wrong and would break within the month. He couldn't get the screws out of the toilet so he said he would come back when the new curb was in. They had also measured my walls wrong for the shower at 8' high and it was actually 8' 5". ***** and ******* said they would fix the gap from the difference. When *** checked my contract, he said ******* wrote 8' therefore the company couldn't do anything about it. *** left to wait for the new curb that was supposed to be on order.
  Every week in June I called to see when they were going to come out to finish the job and all they kept saying was the parts were ordered but stilt hadn't come in. It has now been 3 months since I've had use of a shower. I finally told the company I was contacting a lawyer, which I did. On July 16th, 2024, the company called and said everything was in and they'd be out on July 17th at 9:00am to complete the job.
  On July 17th, *****, someone else from the company, called and said he was on the way and would be there at 11:00am and finished the job.
   
  Finally got to take our first shower that wasn't a problem, on July 20th, 2024.
  
  

  

  Business Response

  Date: 08/28/2024

  Hi ******* - While we are open to expediting the completion of the project, a two-day timeframe is not considered reasonable and would likely not be deemed as such in a legal context.
  
  Prior to the project's conclusion, we require a formal written affidavit from our customers, guaranteeing their intent to fulfill payment obligations. This request stems from concerns regarding the customer's lack of consistent communication and follow-through on agreements made post-discussion.

• Initial Complaint

  Date:08/13/2024

  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.

  I am writing to express my serious concerns and dissatisfaction with the bathroom renovations recently completed at my home. Despite my efforts to address these issues during the renovation process, they remain unresolved.
  
  The project has taken significantly longer to complete than initially communicated.
  
  Here are the specific issues I’ve encountered:
  
  Water Leakage in Both Bathrooms:
  - Water pours onto the bathroom floor while the showers are in use. Mold and mildew has the potential to grow.
  - There is no mechanism to prevent water from escaping under the doors or glass walls, leading to extensive clean-up after every use.
  
  Primary Bathroom Concerns:
  - The shower door is hung off-center, and the bot*** of the glass scrapes the floor, causing damage.
  - The rubber seal under the door appears to have been cut to allow the door to open, leading to water drainage directly onto the bathroom floor.
  - The left showerhead has extremely low water pressure, contrary to the discussed need for separate lines for each showerhead.
  - The glass support is inconsistent, with one side held up by a pole and the other by a corner bolt.
  - The handle of the second showerhead is loose.
  - The adhesive and sealant work on the shower door and walls is poorly executed, giving a messy and uneven appearance.
  
  Closet Area:
  - The closet area remains incomplete, with no storage, shelves, door, or hooks as initially discussed.
  - The shower bench, which should match the color scheme, is missing.
  
  Sink Repair in Bathroom One:
  - The repair of the sink was done inadequately, with a hole in the wall left unrepaired and the sink was spackled directly to the wall.
  - The repair looks unprofessional, with a thick layer of spackle holding the sink to the wall, giving the appearance of a poorly executed art project.

  

  Business Response

  Date: 08/22/2024

  *** ****** - We apologize for any inconvenience or dissatisfaction you have experienced. We value your feedback and are committed to resolving these matters promptly. Our local team has connected with you and here is our course of action:
  
  1.  The customer will provide a new vanity. We will ensure that drywall is installed behind and next to the new vanity once the old one is removed.
  2. As for the shower doors, we will have our technicians recheck and adjust or reset them to ensure proper alignment and functionality. We will also address the weather stripping issue by either installing new stripping or cutting the doors to fit correctly.
  3. We understand your decision regarding the bench seat. We will process a refund for that item.
  4. We will also address the shower flow restrictors and tighten the diverter handles.
  5. Customer had a drywall contractor come in and re-tape and spackle. Both were not in the contract. *** ****** is also having the contractor hang shelving and doors on the closet - this is not in Premier Home Pros contract. 

  Please let us know if you have any other concerns or require further assistance. We are dedicated to providing you with a satisfactory resolution.

  -Premier Home Pros

  Customer Answer

  Date: 08/22/2024

   I am rejecting this response because: I am awaiting a full response to all my concerns and requests. 
  
  I am writing to formally address the numerous issues that have arisen during our renovation project,
  as detailed in your email dated August 16, 2024, and through our prior communications. Despite
  repeated assurances from your team that the job is complete, our experience has been quite the
  opposite. The quality of work delivered has not met our expectations, resulting in significant
  disruption to our lives, including out-of-pocket expenses and temporary relocation.
  From the outset, I have consistently communicated concerns that have unfortunately been ignored
  or inadequately addressed. For instance, I sent a text to *** on July 19, 2024, outlining specific
  issues that required attention, yet many of these remain unresolved. As a result, our confidence in
  PHP’s ability to satisfactorily complete this project has been severely undermined.
  We are prepared to offer an opportunity to end our business relationship amicably. Upon receipt of
  this letter, you may opt to walk away from the project, allowing us to hire another contractor to
  finish the work to our satisfaction.
  In response to your email, I will address each issue:
  1. Vanity Finish:
  The large joint next to the vanity was closed with spackle, resulting in an unprofessional
  finish. The half-inch thickness of the spackle is unacceptable, and there was no communication
  regarding options before spackling the sink to the wall. We initially requested that the hole be
  patched before the sink was installed. The poor workmanship has ruined the sink, and we are now
  looking to replace it. We request reimbursement for the cost of replacing the sink and repairing the
  wall properly.
  2. Shower Door Heights and Reveal:
  The shower door does not close flush, and the bot*** trim was cut improperly. This should
  have been corrected before claiming the job was complete. The necessary adjustments should be
  made immediately. The doors do not close flush, and the rubber trim at the bot*** was cut to force
  closure, without properly addressing the underlying issue. This should have been corrected before
  claiming the job was complete.
  3. Closet:
  According to the contract, PHP was not responsible for finishing this area. While the
  contract states PHP does not tape/spackle, we note that the spackling that was done was of
  inadequate quality and needed to be redone by a professional. Additionally, the closet area was
  expected to be finished as part of the project.
  4. 2-Sided Pivot Door Hardware:
  The hardware installation does not appear to be secure, and the alignment is off. There is a
  risk of water leakage due to the improper installation. This needs immediate correction. The
  installation of the pivot door hardware appears to be incorrect, with misaligned components and
  screws that are not fully secured. This could lead to water infiltration.
  5. Low Water Pressure:
  While the flow restrictors may be a factor, the water flow was not checked upon installation,
  despite being considered complete. We request that the flow restrictors be removed, and the water
  pressure be adjusted to an acceptable level.
  6. Water Leakage in Both Bathrooms:
  The shower floors allow water to leak onto the bathroom floors, a major flaw that should
  have been addressed in the design phase. This issue needs to be resolved urgently. Both showers
  have been leaking onto the bathroom floors due to improper design and installation. This should
  have been identified and rectified during the installation process. We expect all issues related to
  water leakage to be resolved, including adjustments to the shower floors, doors, and installation of
  appropriate seals.
  7. Cus*** Bench Seat:
  The absence of a custom-built bench seat, which we had expected, was a significant
  disappointment. The alternative offered is unacceptable, and we request a refund for this item. The
  issue of the cus*** bench seat not fitting due to the size of the shower was not communicated
  until installation. We do not want the Penelope folding seat offered and request a refund for the
  cost of the cus*** bench seat that could not be installed.
  Given the extent of the issues and the disruption caused, we propose the following terms to resolve
  this matter:
  PHP Responsibilities:
  • Repair all issues related to water leakage in both bathrooms.
  • Replace the rubber seal under the shower door and adjust the door to prevent floor
  damage.
  • Correct the installation flaws with the shower floors, glass support, and door hardware.
  • Properly secure the glass support in the primary bathroom.
  • Replace the rubber seal under the shower door and correct the water drainage issues.
  • Address low water pressure and loose shower head handle in the primary bathroom.
  • Rectify the poorly executed adhesive and sealant work around shower glass.
  • Reinstall the door hardware to ensure it is aligned correctly and secure.
  • Ensure that all adhesive and sealant work is professionally redone to meet acceptable
  standards.
  Homeowner's Responsibilities:
  • Hire a professional to tape, spackle, and paint the closet area.
  • Replace the sink in Bathroom One and repair the wall.
  • Remove and replace tiles to address subfloor issues.
  • Level the light fixtures and mirrors.
  • Account for out-of-pocket costs for hotel stays and homeowner complaint fines.
  Given the significant impact on our quality of life and the numerous unresolved issues, we are
  requesting a 25% reduction in the total project cost, amounting to $9,041. Should these concerns
  be addressed to our satisfaction, we will make the final payment of $18,082 and consider this
  matter resolved.
  As for schedule, we can provide keyless entry into the unit for work to commence. As for availability
  to be on site to inspect work completion (August 19 all day, August 20 morning, August 26 all day,
  August 27 morning, and August 30 afternoon.
  Please confirm your decision either to continue with the corrections or to terminate our agreement
  and allow us to proceed with another contractor. We appreciate your prompt attention to these
  matters and look forward to your response. Please consider this our final attempt to resolve the
  issues before we seek alternative means to complete our project.
  Thank you for your attention to this matter.
  

  

  Business Response

  Date: 09/03/2024

  Apologies as we thought we had sent over this response on August 28th, but may have missed it:

  While we are open to expediting the completion of the project, a two-day timeframe is not considered reasonable and would likely not be deemed as such in a legal context.

  
  Prior to the project's conclusion, we require a formal written affidavit from the customer, guaranteeing their intent to fulfill payment obligations. This request stems from concerns regarding the customer's lack of consistent communication and follow-through on agreements made post-discussion.

  Customer Answer

  Date: 09/04/2024

   I am rejecting this response because: the company has yet to address all my issues. After *** and I spoke on 8/21/24 he asked for me to purchase a new vanity and I did later that day. *** said he would call me back later that day. I haven't spoken to anyone until 9/3/24 when I was offered $5,000 to drop the complaint. No one is addressing all the issues I have with the bathrooms. They are picking and choosing the issues they want to address. I have no problem making final payment and even offered partial payment as good faith and that was ignored. At this point I have no trust in Premier Home Pros, now two additional days isn't sufficient time to complete the job when they have claimed to be complete two separate times prior. This company needs to be investigated because the way they do business is unethical in my opinion. I have incurred additional expenses based on the mistakes from the lack of quality in the work. The issues has put a burden on my household and required the rescheduling of other renovation projects scheduled.   
  
  
  
  

  

  Business Response

  Date: 09/11/2024

  [[BBB transcription via phone call]]

   

  The business has stated they have reached an agreement with the consumer. The matter has been resolved. 

  Customer Answer

  Date: 09/14/2024

   I am rejecting this response because: I would like the deposit I paid returned. PHP are welcome to have any materials they can retrieve from my home returned. The more I look closely at the work the more issues are discovered and the amount of money they costed me from having to buy multiples of materials such as vanities. This project has cost me more money than it has cost them. I am very interested in ligation and would like a full refund to prevent ligation. 
  
  
  
  

• Initial Complaint

  Date:07/31/2024

  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.

  On June 1, 2024 I paid a deposit on a bathroom remodel with Premier Home Pro salesman ********************* who along with the installation manager *****(?) promised an install by July 4th weekend. The install never happened and was later told that the "order is in" and any day someone will be calling to schedule. However, as of July ************************** to schedule the install. The salesman explained it is out of his hands at this point which makes me think that I have been scammed. After reading the numerous and recent BBB complaints and horror stories about the quality of their work I want a refund of my deposit.

  

  Business Response

  Date: 08/01/2024

  Hello - According to our notes, our project manager, ******, reached out to you and explained the status of your order. As soon as the shipment arrives, we will update you on the status of your job. We will provide a soft install date prior to inventorying all material. At that point, we will provide you with a definitive install date. If you need to get in touch with anyone here at corporate in the mean time, please call us at ************ or email us at **************************************** - thanks so much!

• Initial Complaint

  Date:07/27/2024

  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.

  Dates April 2024 May 2024

  

  Business Response

  Date: 07/29/2024

  Hi **************** spoke with your local installation manager and they confirmed you have an appointment with our Field Manager tomorrow, 7/30. They will assess what is going on, identify any issues, and determine what is needed for ordering. Please reach out if you need more assistance thank you!

• Initial Complaint

  Date:07/17/2024

  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.

  The signed contracts promised a bathroom fan that they would provide. They did not so I purchased one myself. The contract promised a niche for the primary shower. They did not have one that would fit (only a few options) so I purchased one myself. They promised to extend the primary shower which they did not (salesman John Hopkins made a special trip to measure) so the shelves they provided would extend out too much and were not usable. The unused niche and shelves were returned to the installer **** *****. I have contacted them multiple times through emails and texts and they did not respond. I would like reimbursement from what I purchased (receipts enclosed) as well as a refund from what they charged me for those items.

  

  Business Response

  Date: 07/25/2024

  Hi ******** - thank you for your patience. We have circled back internally and looked at your receipts. As a result, we are refunding you $1789.73 for the two square niche, vertical niche and exhaust fan. This check is being cut today. Thank you!

  Customer Answer

  Date: 07/29/2024

  Please do not close the case as I have not received the reimbursement check from them as promised. Thank you.

  Customer Answer

  Date: 07/31/2024

   I am rejecting this response because:

  They claimed to have issued a check on the day they received the complaint.  It has not been received as of 7/31/2024.  As previous history reflects, they make promises they do not keep.  Do not close this file as it is not resolved.
  

  

  Business Response

  Date: 08/06/2024

  Hi ******** - According to our internal notes, **** ** spoke with you yesterday and we agreed to refund you the amount of of $1789.73. This check was mailed yesterday, August 5th. Thank you!

  Customer Answer

  Date: 08/13/2024

  I received the check.  Please close the case.  Thank you very much.