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

  
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  Premier Home Pros LLC

  25 Pier Lane West Fairfield, NJ 07004

  
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  Premier Home Pros, LLC

  27260 Haggerty Road Farmington, MI 48331

  

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:04/15/2024

  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 paid Premier Home Pros to install a shower and it is leaking onto my floor, causing damage.
  I have been on the phone trying to get someone to come fix the issue for over a month and have yet to get any appointment set up or even considered. They have not once reached out to me.
  
  Today I called and the phone hangs up when I choose any option on the automated answer.

  

  Business Response

  Date: 04/16/2024

  Hello - We have every desire to resolve ****** concerns. We have scheduled service with **** for Friday and will provide an update after the appointment. Thank you.

• Initial Complaint

  Date:04/09/2024

  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.

  Had Premier Home Pros do a tub to shower conversion and vanity install on 3-18 and 3-19-2024. They charged us $15,787.00. They told us that they take pride in making their customers happy and, the materials that they were using looked good so, we decided to go with the company. They also said that there is a lifetime guarantee and, if we ever have a problem just give them a call and, they will come right out and fix it. On the second day of install, they were here till like 8 pm and, the seemed to be rushing so, they would not have to come back another day. They told us to not use the shower for 24 hours to allow for stuff to dry so, we did not notice any issues till the next day. When we took a shower, the water was leaking under the door all over the floor and on our vanity. I called them right away to tell them of the problem and, they said they would send someone out. They did send someone out a couple of days later but, the person they sent out didn't fix it because he said he didn't have the right equipment or tools to do the job. So, he said he would come back in 3 days and fix it. Never came back. We have been trying to call and contact the company for 3 weeks now and, every time we try to call we either get no answer or, customer service says they will have someone get back to us. Which they never do. Also, the vanity sink was not installed properly and, the wall is still messed up where the old sink was. We paid for 2 grab bars and only got one. The drain cover does not stay in place. We have tried many times to call the sales person, the manager in charge of the installers and, the installer himself and, they are all just ignoring our phone calls. We had to get our bathroom done in the first place because, I am handicapped and, could not get into our old tub safely. We need help, we just want it fixed. it is the only shower we have and, it is leaking. The job # is ********** 

  

  Business Response

  Date: 04/10/2024

  ******* - Thank you for contacting Premier Home Pros and bringing these concerns to our attention regarding your recent bathroom remodel (Job # **********). We understand your frustration and apologize that the project has not met your expectations.
  
  We take pride in customer satisfaction and a quality final product. We take all reports of leaks and installation issues very seriously. We have reviewed your comments and forwarded them directly to our Regional Installation Manager to ensure a swift resolution.
  
  You can expect a call from our service department manager today, April 10th, to discuss these concerns in detail and schedule a time to send a qualified technician to your home to address the leak, vanity installation, missing grab bar, drain cover, and wall repair.
  
  We appreciate your patience and cooperation as we work to rectify this situation.

  Customer Answer

  Date: 04/11/2024

   I am rejecting this response because: This is another run around of being told that someone will get in touch with us. We have been told this many times and, still have not had anyone get in contact with us. Your message said that you would have someone contact us yesterday April 10th. We didn't get a call from anyone. Now, the day is half over on April 11th and, still no phone call. Your company keeps saying the same thing over and over again without following through. I do not understand how you can run a business like this. We are not being unreasonable. We paid your company a lot of money to have this service done and, the job was not done the way it should have been. Nobody should be treated with such disrespect that your company shows their customers. You offer a life time warranty so, follow through and, fix your work. We will not be satisfied until the job is fixed and finished.
  
  
  
  

  

  Business Response

  Date: 04/19/2024

  Hello - We were able to get ahold of the customer and have a service appointment scheduled Monday, April 22nd to address his concerns. Thank you. 

  Customer Answer

  Date: 04/25/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:04/04/2024

  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.

  Entered by BBB staff DC. Consumer states on Dec 11, 2023 a salesman came out and quoted $12,000 to remodel his bathroom. They came out on Dec 18 and took out tub and put in a shower unit which took 1 day to complete. Consumer paid $3000.00 down payment on Dec 11. Consumer paid the remaining balance of $9,000 on Dec 18. The drain doesn't work and it overflowed and soaked through the flooring into the kitchen.  He has contacted them to fix and has not been done as of today.

  

  Business Response

  Date: 04/10/2024

  Thank you for your patience. Our service technician, *****, was at the customer's house last night and able to fix the drain and ensure it works properly. We are waiting to make sure it does not overflow again before we repair the ceiling. We're committed to getting your bathroom back to top condition. Once we can confirm the drain problem is fixed, we will begin repair on the ceiling.

• Initial Complaint

  Date:03/23/2024

  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.

  Back in February of this year I was visited By a Sales Rep from this company who did his sales pitch for a bathroom on my first floor. Nothing was done by paper all on the computer. He told me things but when the final contract came through after I signed it was different. I use to have heat in that bathroom from the furnace and now I have none. He told me that I would have to have a person come in and direct the heat duct directed a different way. They did not leave anything for someone to do this. If I get someone into do this they will have to rip up the floor. It will have to be redone and it should be their expense not mine. the sales creep wrote that the opening to the heat duct should be sheet rocked over. Who in their right mind closes up a heat source. I am 69 years and they have taken me back to when I was growing up as a child to a bathroom with no heat. The worker that was here wanted me to sign off on the paperwork I refused and did not pay him.

  Customer Answer

  Date: 03/24/2024

   I am having an electrician come in to place a light in the bathroom. The worker who could not do it told me that the electrician has everything that he needs to I will be taking before and after pictures in case he has to cut the sheet rock so he can safely install the light.  If I want to have the heat back into the bathroom the floor will have to be ripped up and the vanity moved. For more money to me.   The heat source that the salesperson was talking about is two heat lamps attached to the exhaust fan system. These were only used when the exhaust fans are on. because when I was  child there was no heat in that bathroom. I was also given a gray sink I wanted black and a bathtub that was two inches bigger than I wanted so I lost two inches of space in the bathroom. Premier Home pros probably got it cheap but still charged me the jacked-up price. As I said before they have taken this bathroom back 60 years.  It's too late to find a heater but I do have extras in the house but I will probably just leave the door open so it gets the heat from the living room.  It is a shame that people have to accommodate big corporation's poor customer service.

  Customer Answer

  Date: 03/25/2024

  A young man by the name of ****** came back today to put the heat back in the bathroom.  He did an excellent job and as I talked to him, he told me that he was told by the other crew members that the furnace was not working.  It works and works fine in fact the company that put it in had just been by to do the yearly maintenance. He apologized and said I should have talked to you.  before he left, I put the furnace on so he could see that it works. He did a good job, but it is a shame that he will not be compensated for the parts that he used and the time that he spent here because he gets a flat fee which was for the work up to Friday. This inconvenience to him was Premier Home Pros fault and he should be compensated as such.  I know as an independent contractor if at any time I had to go out again through lab fault or patient problem, I was paid and compensated for my time. This practice is not right..

• Initial Complaint

  Date:03/12/2024

  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 signed a contract in November of 2023 for a walk in shower. Was told installation would be one day. I explained my wife and I were having surgery in Jan/Feb 2024. Work didn’t start until Jan 15, 2024. When work was supposedly completed we were told any thing I saw that needed correcting would be covered under lifetime warranty. I didn’t want to pay balance but was promised shelves which were not installed would come in a few days. Before workers left, a gush of water came through my living room ceiling and onto my frail cancerous body. I complained about caulking done sloppily and water leaking onto the floor. Another 2 workers came out to supposedly caulk and clean up messy work. When shelves were put up, there was still areas of dirty, sloppy caulking and water built up in the back of the shower pan. When showering you have to stand in water covering your feet. The water is running out of the side and back of the shower coming under the floor tiles. I am afraid my living room ceiling will collapse. On Friday, March 8th I left a message for the worker **** but no response. I have ******** ******* and my wife recently had *** *********** surgery. This project has been a nightmare that we have had to deal with over a 4 month period. We clearly told the salesperson this project had to be completed before January 2024 and it only begun on Jan. 15, 2024. This company has been paid in full and our job is not completed as of this writing March 12, 2024.

  

  Business Response

  Date: 03/18/2024

  This install needs to be redone, and we are committed to doing so for the customer at no charge to them. Every now and then we do get less than stellar workmanship, and that is the nature of the construction business. However, we have fully communicated with the customer and submitted a new order for the material and will re-install it with our best crew when it arrives at the customer's convenience. 

  Customer Answer

  Date: 03/22/2024

  I want this company to secure my bathroom sub floor because there has been a lot of water leaking from the shower as seen in photos. During initial installation water drenched my husband who was sitting in the living room. Water poured from the bathroom through the living room ceiling from the shower so there is evidently damage. This needs to be secured prior to installing any new materials. There was no mention of this. 

  

  Business Response

  Date: 04/04/2024

  Hello, we are redoing the entire job at no expense to the customer!

• Initial Complaint

  Date:10/15/2023

  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.

  The salesperson for Premier Home PROS stated that my shower door would reach the ceiling. That was the reason I signed a contract to update my shower/ bathtub combo. I called *** and informed him about the sliding doors. He told me he did not know why his salesperson would say something untrue. Also, my hot water in the attached bathroom did not work when the bathtub combo was done. *** told me that his people do not go around and check if water is working in other rooms. He said that it was our fault and that it probably was not working. If I can afford to pay over ten Thousand for an updated bathtub/ shower that includes a discount if signed the first day and a so-called discount if someone cancels the appointment my project would be started. *** also stated that my husband turned off and turned the water on. He did not mention that his employee also turned the water on and off. His employees were at my house around 9 AM and left around 10 PM, It was 3 of them.

  

  Business Response

  Date: 11/06/2023

  The customer's contract did not state that the shower door would go to the ceiling. There is no such thing as a shower door that goes to the ceiling, and we cleared this up with the customer prior to install and made sure the sales rep knew that is not possible. The door would not be able to open if it went to the ceiling, and all parties are fully aware on that detail now. 

  Regarding the hot water, the customer's husband turned the hot water supply line off and forgot to turn it back on. This was fixed with a simple phone call to the customer to remind him to turn it back on, and it has been fixed since that phone call.

  This issue has been fully solved on our end now with the customer.