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          Business Profile

          Home Improvement

          New Horizon Home Improvement, LLC

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Home Improvement.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:

          BBB files indicate that this business has a pattern of complaints. Consumers report that the business initiated contracts with them for home improvement projects, collected down payments for those projects, but the services were never performed.  Consumers also report that they have been unable to contact anyone at the business for updates or to obtain a refund of their deposit. 

          On 8/23/2023 BBB submitted a written request to the company encouraging them to address the pattern of complaints. We are awaiting the business’ response and will update this alert when/if we receive one.

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            12/01/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            On 7/19/2022 we signed into a contract with New Horizons Home Improvement, owned by Joshua M******. We were to have our entire garage and front, middle and nonstone section of our home insulated wrapped, sided and trimmed, take off and replace fascia as well as sofits on garage and front of house. We were told they were 6 weeks out. After multiple calls to the business through August, September, October we were continually told that they were waiting on materials. Someone was sick. Maybe another week . On and on. Finally without warning a dumpster showed up in February and a week later a couple of workers. The work was shoddy at best. There was nobody here to supervise the workers, they didnt speak any English. The wrap never was put on the garage or house. They covered up outlet and made many noticeable mistakes. It was a hack job. In order to make it right, the company agreed they had to redo the mistakes on garage and gave us a good faith check for 5000$. Said we could cash it if they didnt complete the job. They convinced us they had new workers and said if we signed into new contract there would be no delay in work, meaning they could fix garage and keep moving on to the rest of house. They were also supposed to install a new window and fix interior rot issue on the lower inside of our exterior door frame, replace exterior door. Again, it would be months before we saw anyone again. New workers came. We were happy. But they informed us that they were not doing the garage, door or window. After a week of work and a few short days. The workers walked off the job. We learned that they were not getting paid. We took that good faith check to the bank to cash it. We were told there was no money to get. We should probably call police. This looks like a scam. Weve has some of his (Josh M*******) employees come to our house to ask if we knew how to get a hold of him. Weve called the business a dozen times, left messages. Now the phone is disconnected.

          • Initial Complaint

            09/28/2023

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            On 4/26/2023 we signed a contract with New Horizon to replace 9 windows with new, more energy efficient ones. We put in a $ 1000.00 down payment and then signed a contract for the financing of the balance. Then the beginning of July approximately they sent in a contractor to measure all our current windows. We were told it would take approximately six weeks for them to be made. We have now tried to contact them and no one answers the phone. We contacted the contractor who told us he hasn't been able to contact them either. We would like to get our money back so we can contact a more reputable company and get these windows replaced before winter.

          • Initial Complaint

            08/28/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Had a worker come out & give us an estimate, got approved 3/9/23 was told 4-6 weeks for my 2 windows and door to come in. Its now 24 and a half weeks later (8/26/23) Communication has been horrible! Only person who actually talks to me is Im assuming the front desk/ representative lady Lisa. She has even left the owner or manager or whatever he is several messages to get back to me. He reached out ONCE & that was at the 6 week mark. Literally have 4 different numbers to call & 2 being personal phone numbers to call them directly if I have questions & still nothing. We gave them a $1,000 down payment on 3/9/23 We have made 3 loan payments already even thought the work has not been done, I have been trying to call them and now all phones numbers are saying out of service. I left a message for Jeffrey on his so called personal phone. I will NOT be recommending them. Almost 25 WEEKS for 2 windows and a door to be put in is RIDICULOUS. & to not have any update. On top of that, I get a bill from the loan company even though they said I would start making payments AFTER the work was done.

          • Initial Complaint

            08/28/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Place a down payment for windows of $3500. Company did call to schedule one time. Yes, job was not completed and no one is returning. Phone calls, a former employee did reach out to us because and they have tried reaching the owner to. No Avail, all we want is the money back or the windows in our possession?

          • Initial Complaint

            08/03/2023

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            I ordered windows for my kitchen and living room in early January, 2023. Walter C******, the sales representative said the windows took 8 weeks to manufacture. My first call in early June was answered and I was told that they didn't have the windows yet. I have been patient. I have called them three times since and get a recording. No one ever seems to be in the office. I stopped there and no one was there. I have not received any call back about my purchase which was financed through New Horizons Home Improvement. I received no interest or payments for a year. I only gave them $100 downpayment. I would like a call back by them giving me a date the windows will be installed.

          • Initial Complaint

            07/19/2023

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            On May 25th 2023 I worked with their representative Adam and paid the down payment of $4685.29 (1/3 of total cost) to have New Horizon Home Improvement remodel my bathroom and do additional work in 2nd bathroom. They were to start end of June early July. I texted Adam several times to finalize fixtures and get start date. No response. His number no longer works. I have left many messages at the main business number 413-279-3226 with all the different departments for 2 weeks now and have had no one contact me. At this point I am wondering if the business had closed and taken my money.

          • Initial Complaint

            07/07/2023

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            On March 23, 2023 I wrote a check in the amount of $5,468.60 as a deposit for 5 doors and 2 windows. The estimated date to complete the installation of the doors and windows was 6/5/2023 per the contract. On June 1, 2023, I received a call from Jeff the production manager to let me know that the doors and widows were in and he wanted to schedule the installation. The installation was scheduled for Friday, June 16th, 2023. On June 15th I called to confirm the installers were still coming and was told that the installers were sick and they needed to reschedule for the following Friday, June 23rd, 2023. On June 22nd I called again to confirm and was told the installer was still sick and they needed to reschedule again for Friday, June 30th, 2023. On June 30th the installers did not show up so I called the office and was told by Lisa that they were having a problem with the installer and did not have a date to reschedule the installation. I asked that Jeff or Josh the owner call me back but I have not heard back from either of them. I called several times and left messages and nobody has called me back. I found another contractor that was willing to install the windows and doors for me and called New Horizon and asked if I could pick up the doors and windows and would have someone else install them and I have not heard back from the owner Josh M******. I am very frustrated with the lack of communication from Josh and his team. I would like to pay for the windows and doors and have someone else install them. If they have an installer I want to get the work scheduled as soon as possible. If they are not willing to do this I would like my deposit refunded immediately. ***** ****** ****** ****** ************

          • Initial Complaint

            06/27/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            ***************************, Owner New Horizon Home Improvement ************************************************************* I am writing because I have not gotten a response to my numerous requests for -compensation for damage caused to my house by your roofing job last fall -repairing continued leaks or providing for remediation through another source.A local remediation firm, *********, for removed damaged flooring and furniture and carried out the considerable drying out required. I got an estimate for damage repair from ** ********* for repair and filed a claim with my homeowner insurance provider, *******. The estimate for restoration (currently underway) was $9595 and I paid $8304 for remediation over the two floors. The Insurance Company paid me in full for the restoration, less the $1000 deductible. They paid only $5359.14 of the remediation cost. On April 28 I asked New Horizon to make me whole by paying for the deductible and the difference in the insurance companys compensation for remediation and what I had to pay. Your production department argued the remediation cost was excessive. I leave that to you and your insurance company to resolve. Whether from you, your insurance company or I just want $3953.86 for my out of pocket costs. Meanwhile, as my contractors are attempting to repair the walls, leaking continues. I can ask them to attempt to repair the continued leaking and bill you. However,. I believe your work included a guarantee that I do not want to invalidate.I ask that you make me whole by sending me a check for $3953.86. I ask that you contact me no later than end of this week with a decision on how you want to handle the continued leaks. I am anxious to get on with interior repairs.Above all, please contact me by one of the alternatives below.*********************** Call or text: ************ Call only. : ************ Email. *********************** Cc:***************************** ********************************** ** Better Business Bureau

            Customer response

            06/27/2023

            I am seeking

            1.  Completion of the leak repair by New Horizon or ok to have a local contractor complete the repair

            2.   Compensation for my cost to remediate and repair damage from last fall.  $3953.86

            I have gotten no response from New Horizon.

          • Initial Complaint

            10/28/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Date of Transaction: 5/6/21 Job: Replace a large patio door and 3 windows Agreed amount: 12,500 Issue: The business installed a defective door that leans on the top and makes it very difficult to close. I called them several times to replace the door which is under warranty. They promise to send somebody to evaluate but nobody show up. They have stopped communicating all together.

            Business response

            11/29/2022

            BBB was in contact with the owner of the business and he advised that he did go out to the consumer's home and take measurements and the door is now on order and the issue is in the process of being resolved.  

          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. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 6

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          Monson, MA 01057

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          Customer Complaints Summary

          9 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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