Complaints

• Initial Complaint

  09/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I met with ****** (a salesperson with Home Pro) the morning of Sept. 10th 2022 to get a price on a new metal roof. After a sales pitch - ****** gave me their price. I told ****** multiple times that I just wanted price on my roof and I wasn't ready to make a decision today, but ****** kept pressing me. I finally broke down and signed the contract that Saturday afternoon and ****** left. After thinking about it - I called ****** ******* (Sept. 13th) I told him I needed more time to think about my project. ****** than threaten me to start financing for the material - so I told him on the phone that I am now cancelling the contract. I told ****** that by law - I have 3 days to cancel. I called the office Wednesday morning and talked to the office manager. She told me that since I signed the contract on Saturday that I had to have it in writing "I hearby cancel" in their office by ******* (Sept. 13th) in order for the contract to be cancelled. After doing some checking - I found that the law said that I had until Wednesday midnight (Sept. 14th) to cancel and not ******* as she falsely led me to believe. I wrote on the contract "I hearby cancel" and I printed out the law which states that I have 3 business days to cancel - put in a envelop and took it to their office located at ***************************. STE: D ******************. When I got there the door was locked and no one was around (on their office door it shows their hours of operation is from 9am to 7pm.) so I taped my envelop to their door and took a picture showing the ************* I left my cancelled contract so that there is no question that I cancelled within the 3 day window that is allowed by law.

  

  Business response

  03/14/2023

  We feel as if we have done everything we can to resolve this issue.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/11/21 we signed an agreement with ********, ************************************************************************. Phone ************. We were getting 7 double pane windows with full frame tear out. The total was $8673.30, We paid $4336.50 so windows could be ordered and ready to put in about March of 2022. An inspector came and said we didn't need the full frame pullout so we had a $1400 credit. We wanted to see about getting a door. 12-8-21 ****** came back he said he didn't think that amount would cover a door so we decided to get 2 more windows. These would be ordered. We were charged the full amount; no itemizing was done. We heard nothing more. I finally called and they came 4 /14/2022 to put windows in. They got 5 windows in and realized the last /two were the wrong size. These were both in one bedroom. They remeasured and left. They never called. One day they showed up and realized they had the wrong size windows. The last time they came was May 24 Again, the windows were the wrong size by 3/4 of an inch. I was told they would reorder and get back to me on several occasions. On 5/3/22 I called and told ************** was going on vacation in two weeks. He said he would check and get back to me. We were gone 5 weeks and heard nothing. I called again on 7/19/22 and left another message. I told him this was ridiculous, no call backs. I said if he was a sub-contractor, He would owe me a late penalty. I told him I was going to contact the BBB. A couple of days later I left a similar message. ****** called back on 7/22/22. He said he had a shipment coming in on 7/27 and 8/3. I didn't hear from him. On 8/8/22 I called back and left another message. ****** called on 8/25 and said he would have a guy come at 8am to do the windows. They came and did the bedroom with 2 windows. The window for the laundry room was still missing. I have left 2 more messages. I called on 9/2 and left a called back message again, ****** called back and said he would check into the bathroom window. So done.

  Customer response

  12/15/2023

  HomePro made some adjustments to the complaint to make it right and I am asking that it be removed. 

   

  Thank you,

  **********************;

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 7, 2020 signed the contract for new siding on house, to side the garage, and to have 6 windows replaced. $15,000 cash down payment, financed $6,308. Decided in to have breezeway redone. Signed contract May 27, 2020. $5,000 cash down payment, remaining balance paid in cash, $5,855, when job was started or finished, I cant remember. *** was started around June of 2020. December of the same year, I contacted a *************************** regarding some issues I had noticed. Condensation and ice build up on windows and a crack in a window. He sent a moisture meter to gauge the moisture in the house. Never had this problem before these windows were put in. Thats as far as that issue went. He had me take pictures of cracked window stickers, so another could be ordered. Wrong kind was brought out, double instead of triple pane, totally wrong size. There would be months at a time where I wouldnt hear a thing, Im waiting for the window replacement. So Id contact again. It would be the same thing all over again. Then I just stopped hearing from him. I called the office to find out he was fired and ************************* took over. He informed me the moisture was because my house has too much humidity, per the window rep people. He sent out a man, JB, for the cracked window. He took pictures of the everything too. Still came back with wrong window. 3 months later, I have to contact again because I havent heard from anyone. My email to ****** went unanswered. This was 2 weeks ago and still nothing. Then recently I noticed in my ********* have a security light, when they did the siding, they took the wire out of the box and fed it directly through the wall. My 2 outside outlets have no covers, they told me I have to find covers for them. This has been going on for 2 years! I have paid so much money to be treated like this. I have emailed, I have called, I have sent texts. Nothing.

  

  Business response

  03/14/2023

  We do feel as if we have tried to work with this customer and tried to resolve this issue.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed a contract with this business on Dec 4th, 2021. Sales Representative required $10,000 down payment on services. Promised in contract was for the company to provide Structure Insulated Siding 6", Soffit and fascia over the entire home and garage, Wrapping of the home and garage door and removal of existing siding. We were told a contractor would come out the very next week to take measurements. We have seen no contractor nor received a courtesy call. Verbal promise made by Mike Fox, Sales Rep, was given at consultation that installation could be done in the winter while grounds were frozen, and that there would be no delay with materials at all". We made it clear that we would not contract with this company nor provide a down payment if this promise could not be kept. However, it has now been more than 20 weeks with no contact by the company. We left several messages with no response. We did contact the sales rep directly who became aggressive on the telephone and simply stated he "was not going to get nasty and get into this with us". We are unable to get a response from this company. It is our feeling they were ready to make any promise possible to get $10,000 immediately though this evidently has no bearing on the service Home Pro will provide. This is extremely poor management and customer service. We believe that as this service could not be accommodated per the contract, an immediate refund would be in order.

  

  Business response

  05/24/2022

  Contact was made with the customer to help put their concerns at ease. The Mrs. was extremely rude, uncooperative and not understanding of the material delays we had experienced with our manufacture or labor shortages that we had experienced. They did not order regular siding, they ordered special order siding with the longest lead time. Her outlook is very dark, after multiple threats she hung up on us. We gave them time to cool off anticipating a call back in the future. The Mr. called extremely hostile, rude and cussing us out and making references to cause physical harm. Unfortunately material shortages and labor shortages are something our country continues to face. We are working very hard to get product and get it installed as soon as possible. We have so many customers who have had an amazing experience with our company and returned for more product for their homes. For these customers we say keep a positive outlook on life, it is what you make it. We will still give them the same quality installation and service regardless of the way they have treated us. 

  

  Business response

  06/15/2022

  Contact was made with the customer to help put their concerns at ease. The Mrs. was extremely rude, uncooperative and not understanding of the material delays we had experienced with our manufacture or labor shortages that we had experienced. They did not order regular siding, they ordered special order siding with the longest lead time. Her outlook is very dark, after multiple threats she hung up on us. We gave them time to cool off anticipating a call back in the future. The Mr. called extremely hostile, rude and cussing us out and making references to cause physical harm. Unfortunately material shortages and labor shortages are something our country continues to face. We are working very hard to get product and get it installed as soon as possible. We have so many customers who have had an amazing experience with our company and returned for more product for their homes. For these customers we say keep a positive outlook on life, it is what you make it. We will still give them the same quality installation and service regardless of the way they have treated us. 

  Customer response

  06/22/2022

   I am rejecting this response because:
  
  Lack of professional courtesy. Argumentative and confrontational feedback. Conflicting responses, blaming material delays one minute and lack of laborers the next minute. If a business is unable to provide service, a refund should be offered. We are now onto 7 months from date of agreement. There is no reasonable way to expect a customer to wait this amount of time. We have proceeded to contact the Attorney General, and will move forward with action. 

*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. ↩