Complaints

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

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  NEWPRO Home Solutions

  26 Cedar St Woburn, MA 01801-2100

  
• 

  NEWPRO Home Solutions

  75 Brainard Rd Hartford, CT 06114-1603

• 

  NEWPRO Home Solutions

  475 Washington Street Suite 2-3 Wrentham, MA 02093-1100

  

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:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not provide your contact information to these folks unless you mean to get spammed to high health for months following the first point of contact. In good will, I had a conversation at a *** ************** a number of months ago and started a conversation with a NEWPRO *** soon after. It turns out that they cannot provide the services that we need and I told them that we have nothing else to talk about since other issues in our home need to be taken care of before putting in a new bathroom and new windows. I have had at least 4 to 5 calls and endless text messages from NEWPRO after determining that they would not be a good fit at this time. Each subsequent point of contact has been told not to contact me anymore and to remove me from their system. THEY WILL NOT REMOVE YOU nor will they read the notes entered by the previous *** about leaving you alone, and that you have already ***eatedly asked to be removed from their system. Unless you plan on being harassed for eternity, do not work with them.

  

  Business Response

  Date: 03/30/2025

  Thank you for bringing your experience to our attention. We sincerely apologize for the inconvenience and frustration caused by the repeated communications after you requested to be removed from our system. Your feedback is important to us, and we take these matters very seriously.

  We understand how upsetting it must have been to receive unwanted calls and messages despite your clear instructions. This is not reflective of the level of service we strive to provide at NEWPRO. Please allow us to address your concerns:

  We have reviewed your account and ensured that your contact information has been permanently removed from our system. You will no longer receive any communications from us.
  We are conducting an internal review of our processes to ensure that all customer requests for removal are honored promptly. Additional training will be provided to our team to prevent such oversights in the future.
  We have implemented stricter protocols for documenting and respecting customer preferences regarding communication.

  We deeply regret that we could not meet your needs at this time and for any inconvenience caused by our follow-up attempts. If there is anything further we can do to make this right, please do not hesitate to reach out directly - **********************************************************.

  Thank you for giving us the opportunity to improve. We value your feedback and hope to rebuild your trust in NEWPRO.
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  I had my bathroom shower redone...they have had to come to recaulk 4 to 5 times because of mold ....I would like to know what can be done next to resolve .I have reached out to speak to someone and I am told they will come to check fan then they had new caulking and that should work. My fan is running. The new caulking not working.

  Customer Answer

  Date: 11/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  I also want to thank you! They state they are going to replace everything!

  Hopefully this will be the case! Thanks again

  
  Regards,
  
  ***** Ann **********

• Initial Complaint

  Date:11/09/2024

  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.

  Last week when my husband and I were at BJ in ************** we were approached by a member to ask about home projects. We mentioned windows and then they set up an appointment for Monday night. We talked it over and we will put it off until the spring. I called and cancelled the appointment and said we are all set for now. Each day after they are non stop calling. I finally to the woman on the phone that we are all set and please stop calling. Just got a call now from them. This is harassment. Now I will not be using them. I just want them calls to stop. Thank you for your help towards this matter.

  

  Business Response

  Date: 12/05/2024

  This feedback was escalated to our *********** Director, who has taken the proper steps to ensure that the request to stop the calls has been addressed. We take this homeowners concerns very seriously and had our Director of *************** call to follow-up regarding this matter. We have not heard back from the homeowner, but stand ready to learn more and apologize for any frustration. 

• Initial Complaint

  Date:10/31/2024

  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.

  Purchased a Provia door from this company, more than $6000 for a custom made high quality door. New Pro installed it and within ONE MONTH the exterior finish is scratched and peeling. Completely unacceptable. Reached out via email to the sales *** and he informed me that he would escalate it to the appropriate department. The woman that contacted me wanted info and for me to send pics (which I did), telling me she was new and did not know how this would be handled. A day went by and didnt hear back so emailed her again. Her response was that New Pro ordered a door slab and would ***lace it free of charge. This is laughable! This was not discussed with me at all prior and is fully unacceptable. I paid an ungodly amount for a custom door that is going to be taken apart and pieced back together! The only options should be: 1 new door (the new one installed stayed in tact for less than/ equal to one month) or 2 full refund with a return of the defective door. Save yourself the hassle and go to ********** where you will spend a fraction of the money for a door of comparable quality! Very dissatisfied!

  

  Business Response

  Date: 11/14/2024

  We truly apologize for the issues encountered with the Provia door and the frustration this has caused. It's clear that the quality and experience expected haven't been met, and for that, we sincerely apologize. Our team is reviewing this internally to ensure that we address both the issue with the finish as well as your dissatisfaction with the response you've received so far. The homeowner and the Production Manager have now spoken about this project. Due to the homeowner being away on vacation, the Production Manager will be reconnecting on Monday to discuss next steps. 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:09/28/2024

  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 had Newpro install a Bath/shower last December. I have been lied to every step of the way. They claim to have anti mold/anti fungal materials. The salesmen claimed they didnt use 3rd party installers. They left my bathroom a mess, ruined existing work, and the third party installer didnt use the correct materials. They had to come fix a leak on the first day, and by July, all of the caulking was covered in black mold that could not be removed. 2 months after the first repair, I have mold in the exact same spots, and now theyre refusing to repair it because they already did it and are claiming that we dont know how to clean a shower so its our fault. We clean it weekly, the mold shows up and stains the caulking. They are refusing to fix it.

  

  Business Response

  Date: 10/09/2024

  Homeowner has spoken with our VP of Operations. Our VP of Operations is working directly with our service department to get these issues handled. Homeowner has the VP’s direct phone number for additional questions or concerns regarding this project. We sincerely apologize for the inconvenience caused.                      

• Initial Complaint

  Date:08/09/2024

  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.

  I had a fire in my house that had all new pro windows most of them with lifetime warranties. When my niece contacted them they said they would come out and check the windows fix any damage and replace the glass. I paid over $10,000 for them to do all of this. However, a few months after all these windows were repaired and new glass were put in they started warping and falling and not able to be closed. When I called back they told me that I would have to get the repair guy back out again which I did twice. The windows are now being 100% replaced by another company because new pro scammed me out of that $10,000. They should have come out and told me that they are not repairable. I would never have spent that money if they weren't. In addition to that the three windows that were destroyed in the fire we had replaced with brand new newpro windows and they weren't installed correctly. So I called to have the service guy come back out to work on that and they keep s******* up the schedule. I cannot do business with them anymore. So I'm out over $10,000 because they said the windows were salvageable and they weren't.

  Customer Answer

  Date: 08/20/2024

  I have not heard from the business in response to my complaint.  I have started to work with the attorney general to help with mediation.

  

  Business Response

  Date: 08/20/2024

  Our Operations Manager has spoken with the homeowner and scheduled an on-site inspection to assess the windows that are not functioning properly. We apologize for any frustration caused and will do all that we can to make this right. 

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It has not been resolved. 

  

  Business Response

  Date: 09/26/2024

  Our Production Manager and the homeowner were both present for an on-site inspection. We are actively working to get replacement product for this project and get these issues resolved. The homeowner is aware and will contact the Production Manager if she has additional questions or concerns. We apologize for any inconvenience caused. 

  Customer Answer

  Date: 09/27/2024

  Dear Better Business Bureau,

  I am accepting that we are working on a resolution but I am not wishing to close out the case until that resolution is completed. They are working with me to replace some items but there are cash resolutions that need to be discussed as well and until that is finalized, I do not wish to close the case. 

  ****** Ferrante 

• Initial Complaint

  Date:12/16/2023

  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.

  This company is a complete scam. They charged us ***** for a bathroom remodeling that we could have spent 5 grande on. The salesperson was a complete snake oil salesman that we fell for. They guarantee 1 day installment . It took 3 days for our shower to be installed in addition to 2 month waiting for our bathroom door, which in itself was 5 grande. Complete sham. The work was shotty at best, cracked out wall, crooked shower head and handle, caulking around the shower was horrible and out salespers9n ghosted us after they received payment and we didn't even get a discount after having to wait 2 months for a shower door.DO NOT IN ANY BUSINESS WITH THIS COMPANY. NOT WORTH A *****.

  

  Business Response

  Date: 12/27/2023

  Our General Manager and Director of ****** Services have made multiple attempts to contact this homeowner to discuss this experience. We have not heard back from this homeowner yet. We apologize and stand ready to learn more details about this experience. 

• Initial Complaint

  Date:11/18/2023

  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.

  We signed an agreement with NewPro Home Solutions to provide a tub-to-shower bathroom conversion on 8-4-23. Agreement indicated a start date of 6 to 8 weeks (September 15 to September 29, 2023). We understand that delays may occur. Since October 16 we repeatedly requested someone from NewPro to contact us (re.) an update on when our project might begin. Numerous messages over many weeks have all been ignored. We left numerous messages for our sales rep *********************** to call us. He never did. After weeks of frustration, we consider further requests to be pointless. We no longer have faith or confidence in NewPro and no longer wish to do business with the company in any way. All we are asking is that NewPro return our $10,000 deposit - held since August 4, 2023.

  Customer Answer

  Date: 11/29/2023

  We were contacted by NewPro and were offered a $3K "discount".  This is unacceptable. All we are asking is that NewPro return our $10,000 deposit - held since August 4, 2023.

  

  Business Response

  Date: 11/29/2023

  NEWPRO apologizes for this experience. Both the Director of ****** Services and the *** have been in contact with this homeowner. ***** communications have been sent to the homeowner since the point of sale regarding the status of the project and materials. At this time, the *** is in communication with the Attorney General regarding this project.  We apologize for any inconvenience caused. 

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:11/14/2023

  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.

  Newpro has not been compliant with their accounting team in order to make the necessary changes for my financing from Dividend Finance to reflect the appropriate date of completion for my project. For Dividend to make the adjustments to the financing and offered promo so the accrued interest would be accurate Newpro needs to get in contact with them per their request. I had 2 bath renovations contracted with Newpro both were scheduled to be completed in Jan 2023. Only one bath was completed during the January '23 visit. I have a promotion that does not require any money down for 18 Months upon completion of the project. The total amount financed for the completion of the project, 2 bath installs and 2 windows, is $23,434.00. Newpro filed a notice of completion to Dividend Finance and Dividend paid Newpro $23,434 on 1/19/23. The notice of completion should not have been submitted. I informed Dividend Finance on 1/20/23 that the job was incomplete and the full amount for the project should not have been disbursed to Newpro. I sent a photo proof of an incomplete job to Dividend. After contacting Newpro, there was no attempt from their accounting team to make the change of completion date. Newpro started the install of the 2nd bath and the 2 windows 8/12/23. The work wasn't considered complete until a window issue was resolved on 10/7/23. After inspecting the window, the project manager and I agreed that the job completion date can be confirmed as 10/7/23 since that was the last day a Newpro tech was on site pertaining to that project. I also requested again for Newpro to contact Dividend to inform them of this information as Dividend requires the finance info confirmation directly from Newpro. The financed amount of $23,434 has accrued interest from Jan 19, 2023 to present. I do not agree with being responsible for the interest that has accrued since the incorrect date of completion was reported by Newpro. Newpro's accounting team to update this info immediately.

  

  Business Response

  Date: 12/11/2023

  NEWPROs CEO and finance team are currently in communication with the bank regarding next steps for this project. We apologize for any inconvenience that this has caused and will be reaching out to the homeowner with a resolution regarding the financing. 

• Initial Complaint

  Date:10/18/2023

  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.

  Newpro installed a bath replacement in December 2022. As part of the contract and job, Newpro applied for plumbing, electrical, and building permits from the City. Upon completing the work in December 2022, Newpro did not have any of the final inspections done and demanded full payment for work. When we realized that none of the final inspections were done in Spring 2023, we contacted customer service and/or the permitting department in April, May, June, and July only to be told that they had referred our issue to the production department and someone would handle it as soon as possible. In July, we also emailed the plumber and contractor listed on the permit applications, and the plumber arranged the plumbing inspection on Aug. 14. He indicated that he would ask Newpro to schedule the remaining inspections as quickly as possible but we have received no further communications from Newpro since. We would like Newpro to obtain the necessary electrical and building inspections to close out their permits as this should have been done in December 2022, and we have been trying to get Newpro to resolve the situation for over 6 months.

  

  Business Response

  Date: 10/25/2023

  This feedback was escalated to our Operations Manager and the Director of Plumbing. The plumbing and electric inspections have been completed and the building permit is currently in the works of being closed out. Our Director of ******** has called the homeowner to make them aware of this update. We apologize for this communication experience as it is not reflective of our typical procedures. This communication error is being reviewed internally with the team to ensure that this kind of situation does not happen again in the future. We apologize for any inconvenience caused.