Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are overall satisfied with our shower, but we’re VERY disappointed with the service after the installation. This has been going on for over four months and Long Home refuses to address our concerns. Right after installation the caulking yellowed and I was told by Jay that it is called “gassing.” The shower gets cleaned regularly so it’s not that. They don’t stand behind their products after they make the sale. Despite REPEATED attempts to rectify this, they have done absolutely nothing to correct it. Very disappointed, and I can’t recommend them to my friends and family. Plus, it shouldn’t take a negative review to get results. After posting a negative review on ******, LHP representative, Olivia, responded requesting that I contact her. I emailed her, and It’s been an additional two weeks and I haven’t heard anything back yet. I want this issue fixed by LHP or a reimbursement from them for the amount that it’s going to cost me to have a REAL plumber come in and make it right.

  Business response

  02/06/2025

  Mr. *****,

  A member of our production team reached out to you to schedule a service, and it is to our understanding that you are not ready to for us to correct this issue at this time. We will wait on a call back from you when you are ready to schedule a time to correct these issues

  Best,

  :Long Home

• Initial Complaint

  01/22/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Long Home was supposed to do a bath renovation in my guest bathroom. The work was supposed to be performed between October 18-19. I was told the job would take three days at most. It was discussed by the consultant who is no longer with the company that I would be receiving all **** fixtures in my bathroom. A ***** faucet has been installed on the sink, and they ordered the wrong vanity. I selected a special order for my vanity. I was told that the vanity could take as long as 8-12 weeks to come in because it is a special order. After measuring my vanity, I was told my vanity would be between 27-29 inches long. My bathroom has not been completed to date. I still have a sink sitting on the floor in my guest room. I do not have the vanity that was ordered on May 17, 2024. I put down a $2,000 deposit on this contract. This contract has been mismanaged and no one seems to care or follow through to see if my bathroom has been completed. I would like my deposit back, my bathroom finished, and I do not want to pay Long Home anything for mismanaging my contract. My guest bathroom has been out of order since October 18, 2024. I have not heard back from the project manger since January 14, 2025. He sent me a text message of a picture. He didn't say who he was or what the picture was. It turns out that was a picture of a vanity that was in their warehouse. He wanted to know if I wanted it. I put in a special order for a vanity how come I never received what was stated in our contract? I signed a contract with Long Homes on May 17, 2024 and was told the entire renovation would take 2-3 days at the most. This contract has been mismanaged and I want my bathroom finished and my $2,000 returned to me. I also would like to cancel this contract due to the hardship that I had and continue to endure from Long Home Products. Can someone assist me with this endeavor??? If the wall I was given free, and I was not charged for the vanity, why do I owe Long Home $15K for the renovation?

  Business response

  02/04/2025

  Ms. *******,

  A manager of our sales department will be reaching out to you to discuss this matter in greater detail, and come to a resolution. Please look out for a call from that person. We appreciate your patience in this matter.

  Best,

  Long Home

  Customer response

  02/04/2025

  
  Better Business Bureau:
  
  Long Homes' response is a Sales Manager will be reaching out to me. I'm waiting to hear back from them. I'll let you know how we decided to handle this. Do not close this case.

  
  Sincerely,
  
  ********* *******

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 2023 hired company to replace the roof. I noticed that vinyl in areas along the roof edges where it meets the roof was missing or displaced. I suspect because of movements during the roof replacement, that they were not securely fasten after the roof replacement. I did not have this problem before. Contacted LONG HOME PRODUCTS by email and telephone calls several times without any positive response to correct these problems. I was told that the product and workmanship would be professionally completed and guaranteed for 20+ years. I was assured that I would not have any immediate issues with my roof. THIS HAS NOT BEEN MY EXPERIENCE. December of 2024, after heavy rains and winds I found several displaced roof shingles from my new roof on my lawn. I again contacted the company with photos as evidence. In January 2025 I had my roof inspected and was horrified by the video images I received. There was image of a significant area of the roof where the roof shingles/covering were missing and clearly was not nailed down and installed correctly. A large area was exposed. (video evidence available). I AM STILL WAITING FOR LONG HOME PRODUCTS TO ADDRESS THESE ISSUES despite promises to return to residence. Unprofessional, workmanship of roof installation by LONG HOME PRODUCTS. I have serious reservations that they can deliver professional roof installation after what I have seen and experienced! It is unfortunate that these companies provide poor quality services after receiving payment and consumers are expected to pay excessive amounts of money for services not received. I am still paying on loan for $23K! This is dishonest practice and unfair to consumers. The company should be held accountable for their actions and must deliver what they are paid to do! An appropriate resolution would be to have roof professionally installed. Shingles nailed down, vinyl replaced. Financial compensation. Note: Unable to attach video/all photos. Help! Error message

  Business response

  01/27/2025

  Ms. *******,

  Please accept our sincere apologies for the disruption and frustration surrounding your roof. It is to our understanding that you have been in communication with Nichole P*** on a solution moving forward. You will be discussing your issues with your project with her, and then we will have a project manager visit your home for an inspection and to discuss a plan of action moving forward.

  Best,

  Long Home

• Initial Complaint

  01/16/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 6th, 2024 Long Home Products came to my home to install a new shower. While installing it they realized that the shower curtain rod was measured incorrectly when they did the measurements and it was too short. They said they would have to come back to install that. On December 7th I received a text message from the project manager Kelly (301-********) asking me when they could come back to install it. I replied that the afternoon of December 9th or Friday December 13th. I was told my Kelly via text that they would be there at 5:30pm on the 9th. Then I received another text that they couldnt make due to an emergency and they would come on the 13th. They never showed up on the 13th. I received another text message from Kelly on December 16th apologizing for not showing up on the 13th. I also spoke to Wayne C***** (301-********) who called about setting up another time to come out to install the curtain rod. After two no shows I asked Wayne if I could get a credit off the final bill for the curtain rod and I no longer had faith nor time to take off work to wait for them. Wayne C***** offered me a credit off of $150 which I agreed too. Since December 16th 2024 the finance company handling the account has contacted me several times to collect. I explained that the project was not complete and I have not received my credit. They have since filled a complaint with Long Home Products and told me they will not collect nor pay Long Homes until the matter is settled. Its has been a month and I have not received any credit or payment. On December 26th I contacted the project manager Kelly to ask about the credit. He said it take two weeks to cut a check to send to me and that the $150 could not be taken off the bill so I would received the money by check. Two weeks from the conversation with Wayne on December 16th would have been December 30th. It is now January 16th and no payment or credit has been given. I paid $1421 down payment on October 16th, 2024.

  Business response

  01/23/2025

  Mr. ******,

  Thank you for this feedback, and we sincerely apologize for the issues you faced during this project. We will be issuing you a reimbursement check. It should arrive to you within the next 7-10 business days. If you do not receive it after that time, please do not hesitate to reach back out.

  Best,

  Long Home

  Customer response

  01/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/03/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Long Home Products reconstructed our bathroom with a new shower and floor and gave a lifetime guarantee. They charged $11,000. When they put the floor in, we told them right away that it was not a solid floor. The floor tiles would bend in spots. Sure enough, only a couple of months later the floor had a crack in it. The person responsible for scheduling the fix said the floor tile was on backorder. Two more months have passed, and the floor is now cracked in more spots and pulling away from the bathtub. Nobody is returning our phone calls or texts.

  Business response

  01/08/2025

  Mr. ****,

  Thank you for this feedback, and we sincerely apologize for the frustrations you are experiencing with your bathroom. We do have a service scheduled for you on January 13th, where we will address and resolve all outstanding issues. 

  We look forward to resolving all concerns at that time.

  Best,

  Long Home

  Customer response

  01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because: Long Home Products has not responded to this letter formally yet. One of their district supervisors intends to come to our house next week. He was supposed to come this week. The last guy that was supposed to come to our house never responded after repeated attempts to get in touch. He had left the company. So I will need to see the representative come to my house and actually fix the job. 

  
  Sincerely,
  
  *** ****

  Business response

  01/21/2025

  Mr. ****,

  We are scheduled to go back and redo the decking and flooring on Wednesday, January 22nd. 

  Best,

  Long Home

  Customer response

  01/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Mike sent a skilled craftsman named Jesse to set things right! He was outstanding. Everyone has a bad day sometimes, but it takes the right team to make things right. Excellent work here. 
  
  Sincerely,
  
  *** ****

• Initial Complaint

  12/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Placed order for bathroom renovation . Was promised 8-12 weeks for installation . It has been 6 months of excuses , wrong orders , and miscommunication and still no resolve in sight . Very limited on return phone calls and constant excuses . Paid $4000 deposit .

  Business response

  01/08/2025

  Ms. ******,

  Please allow us the opportunity to apologies for the for the delays in getting your bathroom installed. We certainly did not intend to miscommunicate or incorrectly order products to delay the completion of your bathroom. It is to our understanding that you are working directly with Evan G***** on this issue, and are both in agreement on a plan moving forward. 

  We look forward to resolving all outstanding issues with you.

  Best,

  Long Home

• Initial Complaint

  12/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  -12/12/2024 -Promised a soft credit pull after going over things multiple times and refusing certain lenders I knew did hard pulls. I never signed off on a hard credit pull/inquiry yet I received one immediately from the perspective loan provider. I had agreed to, and was promised a soft inquiry. The representative had been giving the wrong information by his higher ups, I could hear it over the phone, confirming it would be a soft to determine credit worthiness. This is misinformation to lock you into a loan. The second person he talked to, Frank, was condescending and rude. Saying it was only an inquiry, then when I showed all of my credit tracking stuff he said I should have known that it was a hard pull, even though they promised it wasn't, and I never signed off on one, the screen I was shown mentioned nothing about a hard pull. Went on to say well it would have been pulled when I agreed to the project. I never agreed that they were going to do the work or that I would finance through them. Deceitful business practice to lock you in. -They have not reached out to me yet

  Business response

  12/26/2024

  Mr. ******,

  Thank you for this feedback, and we apologize for the confusion on this matter. Our Finance Manager, Jordan F********, left you a voicemail to discuss this matter in greater detail. Please give him a call back at your earliest convenience.

  Best,

  Long Home

• Initial Complaint

  12/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The job is not finished after 4 weeks, I was told it would be 1-1 1/2 weeks at most for my small bathroom. The work done up to this point is messy and inadequate. The company is not calling me back to finish the job or adjust my price due to the time and mess ups that have occurred during my time with them

  Business response

  12/16/2024

  Ms. ********,

  We appreciate your feedback in regards to your experience with your bath installation. We want to first take the time to apologize for the length of time it has taken to complete this project. As of today, this is the current status of your project. We visited your home on 12/12, and made a punch lost of all outstanding issues. Today, 12/16, we are taking care of all issues. The only one that will not be finalized today is the toilet, but we already have that scheduled with a plumber on 12/18. We fully expect to have everything completed within the next 3 business days.

  Please let us know if additional concerns come about.

  Best,

  Long Home

  Customer response

  12/19/2024

  I reject the response from the company because they did not complete the work on the 18th as stated in their response and the photos attached are just a FEW examples of what the job looks like upon them "completing" the job

  Business response

  01/03/2025

  Ms. ********,

   

  It appears there is some disconnect surrounding the work completed on December 18^th. Brandon B****, our Production Manager, will be reaching out to you directly to understand in greater detail your concerns.

   

  Please look out for a call from him.

   

  Best,

   

  Long Home

  Customer response

  01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The work is terrible. Unfortunately if the company is not willing to adjust their price due to us needing to hire someone to fix it, we will not be able to come to an agreement. 

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  12/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They installed my bathroom with faulty valve that leaked to my first floor. They gave me permission to call a plumber because they couldn’t get there timely and said they would pay for the fix. They did not pay me back. I had sent the bill and proof I paid plumber to 3 different people and they just kept passing it on to someone else with no reimbursement to me.

  Business response

  12/04/2024

  Ms. *********,

  We sincerely apologize for the delay in getting this reimbursement out to you. This was simply due to a miscommunication on our end. We have corrected this issue and will be cutting you a check on December 5th. Please wait 5-7 business days for the check to land at your home.

  If the check has still not arrived after that time, please reach back out.

  Best,

  Long Home

• Initial Complaint

  11/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  contract signed 5/25/24, project started9/12/24. Lies, deception many damages to property. Water damages after pipe cut,ceilingdamages, adhesive spilled on wall to wall and baseboards, carpet 4 rs old cant be replaced with original carpet. Opposing wall damaged in bedroom. stating inspector coming out with plumber no one showing up happened at least 2 times. spoken to by my owner of company i work for asking why so many days off.Inspector knew nothing about any calls made to him. Toliet flange done incorrectly inspector did not pass. emails not being returned. 4 different project managers. now inspector coming again with master plumber to see if corrected and toliet installed correctly. If nt right through my new floor just put in to correct.Mentaly, emtionally this has been a nightmare. 3 months still not settled.everything dated, documented with pictures to many to upload

  Business response

  12/04/2024

  Mr. ********,

  Thank you for discussing your concerns in this complaint. It is to our understanding that you have spoken with our Branch Manager, Evan G****** directly to discuss these matters directly. It was discussed that we will finish your project and pay for the damaged carpet. At this point, we consider this matter closed.

  Best,

  Long Home

  Customer response

  12/09/2024

  Last week the account manager of the project called me and wished to speak about the complaint. And "in good faith" as he stated I would pull the complaint. I did my part and it has been almost a week and a half and no response from them. There was major damage done to my home. The entire complaint was because of negligence and false promises. Not on the actual shower and install of what I am paying for. Workers kicking over toxic bonding liquid onto my carpet. They sent someone to replace it and luckily I had a 20' x 20' remnant of the carpet. They cut it short and has slices in it. The kitchen ceiling was destroyed because on the first day the demo guy cut the main water line and seeped into the kitchen electrical. I am trying to make them pay for it since it was caused by them. Plus, they have not even gotten the inspector here to close the permit. I gave them the holiday but to this day nobody has reached out to me. So, obviously I got legal council and have decided to pursue a complaint with the AG as well. I have a detailed log and photographs of all the damage done and this has been going on since the beginning of Sept. 

  Business response

  01/03/2025

  Mr. ********,

   

  Jay F*****, our Regional Director of Production, is giving you a call to understand your concerns and discuss this matter in greater detail. Please expect a call from him shortly.

   

  Best,

   

  Long Home

   

*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. ↩