Complaints

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

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Preferred Home Improvement, LLC has 2 locations, listed below.

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  Preferred Home Improvement, LLC

  331 Easton Rd Willow Grove, PA 19090-2523

  
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  Preferred Home Improvement, LLC

  100 Virginia Ave Hulmeville, PA 19047

  

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:04/07/2025

  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.

  Dear Better Business Bureau,I hope this message finds you well. I am writing to file a complaint against Preferred Home Improvement regarding an issue I have encountered with obtaining a copy of my contract.I have made several requests to Preferred Home Improvement for a copy of my contract, but they have refused to provide one. I believe I am entitled to this document, as it outlines the terms and conditions of our agreement, and it is important for my records. It was misplaced in my home by accident. Despite my repeated attempts to resolve this matter directly with the business, they have not complied with my request. I would greatly appreciate your assistance in addressing this issue.Below are the details of my complaint:Business Name: Preferred Home Improvement Nature of Dispute: Refusal to provide a copy of my contract Date of Request: 3/28/2025, 4/2/2025, and 4/7/2025 Attempts to Resolve: I have made multiple attempts to obtain a copy of the contract, both through phone calls and emails. While I did receive a response from one individual, I was informed that the request could not be fulfilled due to staffing limitations.I trust that the BBB can help facilitate a resolution, and I am happy to provide any additional information if needed. Thank you in advance for your time and attention to this matter.Sincerely,*** ************ ************ **********************

  

  Business Response

  Date: 04/09/2025

  Complaint 23171911

  Preferred Home Improvement (PHI) response to Ms. ************ complaint

  To ************************* points:

  Client was given a copy of her contract at the time of contract signage (She acknowledges that she misplaced it)

  Client has left messages on estimator's voice mail bordering harassment and very mean-spirited.  Our estimator's do not have access to contracts once turned into office and processed.  Our estimator however did inform the office of Ms. ************** request.

  PHI has never refused client's request.

  PHI Office (this writer) did respond to her request via client's phone on record. 04/04/2025

  Client writes via email stating she had not received a response 04/07/2025

  PHI office (this writer) responded to her email stating that I did indeed respond to her request however, we have a new system.  We do not have her contract electronically and her original contract has been archived and placed in storage.  We do not have staff to go to storage to retrieve a document.   04/07/2025

  Client responded to email apologizing that she did not listen to voice mail, understands it was "my fault" she misplaced document and "I can wait until you have staff" and our answer was "incorrect" 04/07/2025

  Although Ms. ************ acknowledges her mistake(s) and states she will wait for staff.  Unfortunately, PHI cannot support her request at this time. 

  Additional information: PHI fulfilled our part of the said contract, and this client even paid short.  We do not understand this irrelevant/baseless complaint.  PHI is not responsible for her document management.  And are requesting that the BBB dismiss this compliant as baseless.  As our excellent rating speaks for itself. 

  Customer Answer

  Date: 04/10/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23171911
  
  I am rejecting this response because:  I understand that your team is currently short-staffed, and I appreciate your efforts. However, when I called to follow up, I was informed that the requested information would be sent to me via email. I was advised to check my spam folder if I did not receive it.  I understand you have a new system and will wait until you are staffed appropriately.  All I would like is a copy of the colors and brand that were used on the project. 
  
  
  Regards,
  
  *** ************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/11/2025

   

  This was not what client was asking for originally. 

  Here is what she is asking for:

  Juniper Ridge

  Odessey 5 inch

  Brand: Alside

  This is what she is asking for to resolve.  This should close this complaint.