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

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

  
• 

  NEWPRO Home Solutions

  75 Brainard Rd Hartford, CT 06114-1603

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:07/07/2022

  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 signed a contract with Newpro to have a tub to shower renovation at my mothers home. The initial meeting with the sales reps was great. However the install was awful. When the installers arrived it was raining. They stated that unless there was a place for them to work inside, they would leave. This was not told to me during the scheduling. I called the service number and was informed that the installers are supposed to have tents with them to work outside in mild inclement weather. Ultimately it stopped raining and they proceeded with the instal. After they were finished they stated they didnt have the shower door with them. The shower door was standard size and did not need to be ordered but they didnt have it. Leaving another 2-3 weeks for that to be installed. Finally, the installers left a huge mess. I sent photos to the sales rep, who eventually deducted only $200 for the mess. A mess which I had to clean in order for the bathroom and house to be liveable. There was dust, debris and tile all over the bathroom and hallway. 2 weeks later the door was installed without issue. 5 months later, the shower head began leaking, approx 2 gallons of water a day. It was safety issue since my mother didnt see the water and slipped getting into the shower. I called and scheduled a service appointment. The technician looked at the fixtures and said they needed to be replaced, and it would only take a few days. 4 weeks went by and I had to call again to figure out what was going on. The installer was scheduled between 8am and 10am. After the time came and went, I called the service number again and was told there was a mistake with scheduling. They were going to call me back to reschedule, they never called. I finally got in touch with the general manager who sent a tech out to replace the fixture.. 3 days later the shower is still leaking. I called the manager who said hed call me back. I never received another call. Awful service

  

  Business Response

  Date: 07/14/2022

  NEWPRO apologizes for this experience. This is not what we promise homeowners who choose to partner with us for their home improvement project. Your feedback is important to us and we have escalated this directly to our Director of Plumbing. He will be visiting the home on 7/15 for an on-site inspection and to determine next steps for this project. We truly apologize for any inconvenience caused.

  Customer Answer

  Date: 07/19/2022

  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. 

  The plumbing Director **** did arrive at the schedule time and fixed the issue. He himself stated that he was extremely disappointed in the previous visits from the 2 plumbers that looked into the leak. He said the problem was an easy fix (which it was) and that the technicians should have 1. Had the part to fix the issue and 2. Never should have told us that the wet wall needed to come down. **** was by far the most honest person we have encountered from New Pro. Given the time, inconvenience, poor performance and terrible service, I still do not feel that this resolves our concerns. They provided us with a $300 **** gift card in an effort to apologize. However, given that we invested almost $20,000 in this project; and have wasted several gallons of water from the leak over the last 2 months, I do not feel that the investment has met the expectation. I am still looking for compensation to recognize the poor quality of service.  
  
  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,

  ********

   

   

  

  Business Response

  Date: 07/25/2022

  NEWPRO apologizes for the experience provided as it is not reflective of our mission to provide quality customer service. All members of the team involved with this project are being addressed privately. Homeowner has spoken with our Director of Operations to discuss additional compensation and any outstanding concerns. 

  Customer Answer

  Date: 07/26/2022

  The Operations Director stated we would receive compensation by mail for the poor service. Assuming this arrives as promised, I will accept the response and consider the matter closed. 
  
  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. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/06/2022

  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 moved into a home which has windows that were installed by NewPro. Upon moving in we noted that the windows would not close. We called NewPro and an individual came to our home to assess the window on 6/10. They reported that the window was sagging and it would need repair. We have had independent window repair companies come to assess the window and been told repeatedly the window was installed poorly, which is now why the window is sagging. Since the visit on 6/10, myself and my wife have attempted emailing and calling to follow up with NewPro (>15 attempts) about potential options for resolving this window issue. However we have been unable to connect with anyone. They have called back while we were unable to answer the phone ~3 times, at which point we call them back usually within **** minutes. We are given a generic call back line that goes to voicemail. We then don't hear anything further from them. We have left messages with customer service as well. I would greatly appreciate any assistance in resolving this matter. I am unsure whether this is covered by warranty as this is a new purchase for us, although I feel that it should be since poor installation led to this matter. Regardless, I would appreciate the courtesy of a call back with a direct number to .

  

  Business Response

  Date: 07/08/2022

  NEWPRO apologizes for any communication delays. This is not the experience that we promise our homeowners. We escalated this feedback directly to our service manager, who has now been in contact with the homeowner and scheduled a service appointment. All issues regarding the window will be addressed during the appointment. The homeowner has the manager's direct contact information for future communication. 

  Customer Answer

  Date: 07/19/2022

  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. 

  I apologize for not responding. I hadn't responded as currently things are a bit ** in the air. NewPro did respond within 24 hours of the complaint and I connected with one of their service managers. They then told me they were going to have someone assess my window last Thursday. 
  
  However, since last Thursday, I have not heard any response despite texts, emails and phone calls. So currently, I am unaware of what they found and what the potential solutions to fix the matter would be.
  
  As such, I was hoping to keep this case open until this issue was resolved. Would it be possible to reopen the case? 
  
  Thank you,
  Walter  

  

  Business Response

  Date: 07/27/2022

  The homeowner has reconnected with our Service Manager, who sent 2 technicians to the home on 7/26 to complete service. Our Service Manager will be following up with the homeowner post-service appointment to address any other questions or concerns regarding next steps with this project. 

  Customer Answer

  Date: 08/08/2022

  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. 

  NewPro did send out a single service technician on 7/26 to repair the window. This individual was unable to successfully repair it. I contacted the service manager who notified me on 8/1 that I should have a response from them with their proposed next steps in addressing the window issue later in the week. 
  
  I will be reaching out to NewPro tomorrow to see whether they have determined  these next steps. 
  
  I would greatly appreciate keeping this complaint open until a resolution has been reached. 
  
  Thank you,
  Walter  

  

  Business Response

  Date: 08/16/2022

  NEWPROs Service Manager has spoken with the homeowner and we returned for a service appointment on 8/10/22. The service manager and homeowner are in the process of discussing any outstanding steps that need to be taken regarding this project.

• Initial Complaint

  Date:07/01/2022

  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.

  Requested to be removed from solicitations and then my phone number (which consent for solicitations was never given for this number) started to receive text messages about services and estimates. Called 3x to complain and to be removed from federal do not call list My husband was then personally texted again soliciting services about low cost estimates

  

  Business Response

  Date: 07/08/2022

  Hi ********. We apologize for any unwanted communication that you received from NEWPRO. We are reviewing this process internally with our team to make sure that the proper procedure is followed when a homeowner requests to be removed from our contact list. This feedback was escalated to our management team and they have confirmed that your phone numbers are no longer on our contact list. We are sorry for any inconvenience caused. Thank you and have a nice day. 

• Initial Complaint

  Date:06/13/2022

  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 ordered a shower from Newpro. Immediately after installation in Nov. 2021, we called the company because it was leaking through the gap between the door and the base of the shower, and because part of the door frame and the rest of the frame had a slight misalignment. A service person came out and agreed that both of our complaints should be remedied, and that he was ordering parts and would call us back when they came in. It is now June, 2022, and after many contacts and every time being put off, them saying the part was ordered, some thing happened to the order, etc., that they would get back with me, which they rarely did, it has still not been addressed. Now the handle has fallen off, and that also has not been addressed. This was a top dollar shower. This has been the strangest experience dealing with a company, that I have ever had. Complete Stonewalling. I am extremely disappointed.

  

  Business Response

  Date: 06/21/2022

  NEWPRO apologizes for communication issues that caused any inconveniences. This feedback was escalated to the General Manager for review. He has called the homeowner directly and had our Production Manager visit the home for an on-site inspection to address the leak concern. A member of our installation team has also visited the home to install new hardware. NEWPRO has been delivering home improvement solutions to *********** for over 75 years and have built our reputation on delivering quality products and services. We truly apologize for this experience.

• Initial Complaint

  Date:05/22/2022

  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.

  May 2021: Signed contract ****** w/Newpro for shower to be started sometime in August of 2021.Sep 2021: Installer did initial install. Upon completion: the gasket seal that had been installed around the metal frame was coming away from the glass, the frame itself was wobbly causing it to pull away from the wall, the door wouldnt shut and the screws used to hold the frame together were sheared off leaving the exposed metal to jab anyone who brushed against it. Oct 2021: Manager took photos and video and noted the poor workmanship quality. Promised to escalate and get someone to repair. For 3 months we tried to get him to return calls.Feb 2022: Installer returned to replace walls and frame but could not due to the sheared off screws. He did not have the necessary parts and again left with no resolution.Mar 2022: Installer returned to replace the walls, the door and the frame. His work order only stated for him to replace the door and was insufficiently equipped to go further than that. He noted that the whole thing needed to be gutted and replaced.May 2022: Installer returned to replace the entire shower (excluding the base). After 24 hours a very large leak came from the bottom of the door. Installer was then sent. Over 2 days he replaced the gaskets twice, the door twice and the frame twice. It still leaks but now from a different spot.Throughout this nightmare we have been communicating our frustrations with the regional general manager. Since the events of March 2022, we have insisted on a full refund despite his numerous promises to give him a chance to get it right. Each event causes time off from work, days without our only shower and the inconvenience and stress of having our bathroom still unfinished.We have given Newpro numerous chances to amend the situation and give us the quality product we paid $15,000 for. We are still without a shower. We would like a full refund so that we may go somewhere else to complete our bathroom remodel.

  

  Business Response

  Date: 05/29/2022

  NEWPRO apologizes as this is not the experience that we promise our homeowners. As a company that has been serving *********** for over 75 years, our goal is to do everything we can to meet and ultimately exceed a customers expectations. Our Regional General Manager has called and left the homeowner a voicemail to discuss next steps regarding this project. We are truly sorry for the inconveniences caused. 

  Customer Answer

  Date: 06/03/2022

  [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. 
  
  Regards,
  
  ****** & ***************************

• Initial Complaint

  Date:05/12/2022

  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.

  Bought windows from Newpro 22 years ago. Had them over many times to repair and replace at no cost. Now they are charging 50 to 100 dollars for them to come over and put the window back on the track..these windows fall off the tracks every so often and homeowner is unable to put back without calling newpro to do it. At the time of contract I was told we pay nothing for service calls and maintenance, that did last for many years but now we must pay. I expect we do not pay this new fee since we were sold these windows originally with no service, travel, maintenance fee or provide me with the tool and demo on how to put these windows back on track. The service person litterly fixes it in less than 1 minute.

  

  Business Response

  Date: 05/17/2022

  NEWPRO apologizes for the confusion and any inconvenience caused. The homeowner has spoken directly with the management team and is not being charged for the upcoming service appointment. 

  Customer Answer

  Date: 05/17/2022

  [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. 
  
  
  Regards,
  
  
  ***********************