ComplaintsforPro Referral

Contractor Referral

View Business profile

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.

Initial Complaint
07/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hired ********** to do a deck and a third party company they vetted came out. They built a deck and covered porch. The beams holding up the roof is a single 2x6 thats cracked. They clearly dont know what theyre doing. They are pouring a concrete walkway without prepping the ground or using rebar or gravel. Just straight pour over grass. They insisted I dont get a permit and are trying to have me manage the project. I dont know anything about this which is why I hired **********. Honestly Im really bummed of the quality and truly feel like a gist of wind will destroy the entire project and my house
Business response
07/22/2024
On behalf of Pro Referral, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Your BBB complaint suggests that Pro Referral owes a duty with respect to the work performed by the contractor you hired. However, Pro Referral is not part of the agreement between you and said contractor. As a result, Pro Referral has no liability on workmanship issues.

Section 6.1 of the *** contains Pro Referrals guarantee, which provides that Pro Referral does not guarantee the work or services of the contractor, and that the guarantee does not cover any faulty workmanship or damage to property caused by the contractor. Pro Referrals guarantee is only related to the referral itself and, should the consumer be dissatisfied with the referral, the consumer may claim against the guarantee, and in response Pro Referral may make a payment to the consumer up to $500, subject to certain conditions.

You directly and solely entered into an agreement with this pro,whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (***), which govern your rights in this matter.

Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and neither Pro Referral nor ********** is a party to that agreement.

Section 3.2 also states that Pro Referral is not responsible for the consumers interactions with the contractor and the consumer waives and releases Pro Referral from all liability relating to its dealings with the contractor.
For more information, please visit us at ***************************************************************.

Sincerely,
Pro Referral Customer Support
Resolutions Team
Initial Complaint
05/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I hired PL Innovations, ************************* from Pro Referral on ********** website after looking for dry wall. The service claims to do a back ground check on these contractors come to find later this contractor is a scammer. on 6/10/2023 paid him a deposit of $5,000.00 to start repairs from water damage for a total of over $ ****** was paid in funds to *************************, He was hired to repair my kitchen repair from water damage. He made matters worse by damaging the new cabinets I purchased, improperly installed, I bought new plank vinyl floors he laid my floor that is not leveled causing plank floors to come apart. Damaged my door to the laundry room it doesnt close properly and gets stuck in closed position. Im asking for the money or credit I spent to purchase my cabinets, counter tops, new door and flooring to have my home completed to the specifications. This business took my money and refused to correct any errors, that they caused damaged to my countertop, my cabinets are not installed properly. Counters tops are glued on with being 2 inches shorter than what it should be. They damaged the cabinet and ran off. Im asking for store credit to repair my kitchen back to the original specifications of my condo. I have contacted ***** and PL Innovations he stopped responding. I ask for ********** to please rectify this matter this is a business you stood behind, I wouldnt have hired such a bad contractor otherwise. You guys have caused a lot of loss to numerous clients I hope you settle the matter.
Business response
05/31/2024
Your BBB complaint was received. However, this complaint suggests that Pro Referral owes a duty with respect to the work performed by the contractor you hired. You entered into a contract directly with PL Innovations LLC (PL Innovations) for a drywall installation in June 2023. However, neither Pro Referral nor ********** is part of the agreement between you and said contractor. As a result, we have no liability on workmanship issues. We take these matters very seriously,and we have terminated our relationship with PL Innovations.

You directly and solely entered into an agreement with this pro, whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (***), which govern your rights in this matter.

Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and neither Pro Referral nor ********** is a party to that agreement.
Section 3.2 also states that Pro Referral is not responsible for the consumers interactions with the contractor and the consumer waives and releases Pro Referral from all liability relating to its dealings with the contractor.   For more information, please visit us at ***************************************************************.

We go to great lengths to make sure our program matches customers with qualified Pros in their area. We do mandatory background checks on the Pro contractors before they can join our Pro Referrals Pro network. The Pros are required to carry insurance and a license if the state requires it. We periodically monitor them once they are in our database. Pro Referral and ********** respectively denies Ms. ******** demand for store credit.

Our records indicate that you already filed a lawsuit with the contractor that is out of the scope of our business. The filing and default judgment was found here: ******************************************************************************** (Lolita ******* vs. ************************* et al) and you were awarded your money back ($5,000).

On behalf of Pro Referral and **********, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Sincerely,
Pro Referral Customer Support
Resolutions Team
Customer response
05/31/2024

Complaint: 21744116

I am rejecting this response because:
Yes, I filed through the courts and PL Innovations -************************* did not show nor provide any financial information to receive payments from the damages. Im certain you have found that no money has been paid out. I have not received a single dime from this contractor. I would have to hire a collections attorney to attempt to go after him. This man doesnt have any repercussions on the scams that this ********** allowed him to use this profile to scam many others. The ********** should do a check on these contractors and require insurance in these cases. ********** should hold some liability. I will not bring any more business to The ********** if this is case. Im very disappointed in the response when you can see theres been no paid amount on this filing. Im an upstanding citizen with no need to falsify anything, I pray you reconsider please the final decision I just want my kitchen fixed as best as possible

Sincerely,

***************************
Business response
06/03/2024
Dear Customer:
As we explained before, you directly and solely entered into an agreement with this pro,whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (TOS), which govern your rights in this matter. For more information, please visit us at ***************************************************************.
We do mandatory background checks on the Pro contractors before they can join our Pro Referrals Pro network. The Pros are required to post insurance information and a license if the state requires it. Consumers are solely responsible for determining which licenses, if any, are required for their requested services and whether the Pro that Consumer selects is properly licensed. Before you proceed with a project, you should confirm all licensing requirements with your state and local authorities and your selected Pro.  Pros may post information and documents concerning insurance policies covering their services. Pro Referral does not verify this information. Before you proceed with a project, you should confirm the Pros existing insurance coverages and limits and whether it has bonds in place. This is explained in section 4 or our Terms of Service, please visit us at ***************************************************************.
On behalf of Pro Referral and *********** we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Sincerely,
Pro Referral Customer Support
Resolutions Team

Customer response
06/03/2024

Complaint: 21744116

I am rejecting this response because:
I searched on ********** for drywall and got spammed from ********** with pro referral services pop **** There is no way you could have did any background checks on the contractor, they have lawsuits from the past few years that I have learned that was made public. The ********** listed him continuously until recently as he scammed another homeowner. I dont understand how you try to satisfy some customers but not all. This is deceptive service that your company is providing and unfair practices to offer professionals that truly arent screened this is purely for advertising purposes to gain consumers then to turn around to not hold any liability other than we are sorry. Everyone that I encounter I promise to share my experience of discrimination and dissatisfaction to suggest to take their business elsewhere for any home improvement needs. As a large organization you should offer at least $1,000.00 to fix the problem's your pro referral contractor damaged my home to replace my counter tops. Im very disappointed on your response and how this was handled. My only satisfaction is that you are fair as you have been to many complaints that are minor in comparison to what Ive encountered to provide a gift card or store credit, to replace one of these major issues this pro contractor scammed me for.

Sincerely,

***************************
Business response
06/06/2024
Dear Customer:
As we have stated before, section 6.1 of our Terms of Service contains Pro Referrals guarantee, which provides that Pro Referral does not guarantee the work or services of the contractor, and that the guarantee does not cover any faulty workmanship or damage to property caused by the contractor. Pro Referrals guarantee is only related to the referral itself and, should the consumer be dissatisfied with the referral, the consumer may claim against the guarantee, and in response Pro Referral may make a payment to the consumer up to $500, subject to certain conditions. We can offer you the full Pro Referral guarantee as stated in our terms of $500.00. You will have to sign a Settlement and Release Agreement in order to receive this compensation.
On behalf of Pro Referral, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.
Sincerely,
Pro Referral Customer Support
Resolutions Team
Customer response
06/08/2024
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
03/26/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On July 17, 2023 I submitted a Pro Referral form for re-siding our house and correcting issues related to water damage. They emailed me a few contractors to choose from, and we hired ** Construction to do the job for us. We used Pro Referral because they promised to have conducted background checks on the pros they refer. ** Construction scammed **. They completed some siding work, but not all of it. The work they've been paid for an left uncompleted is: gutter replacement, window replacement, facia replacement, caulking, electrical outlet and fixture installation, and painting. They would be out of contact for weeks, changed crews, performed poor quality work, missed deadlines, didn't keep promises, and ultimately just ghosted us leaving behind a huge mess and a partially dismantled exterior during a winter in which we received a lot of driving rain. After we began to believe ** Construction was a scam, we reached out to Pro Referral to open a case. It has been two weeks and I was promised a return phone call three days after submitting the case. I've called twice, only to be transferred to a voicemail with no greeting message to let me know who I'm leaving a message for or what information they need. I still haven't heard from Pro Referral. We've since discovered that the ** Construction salesman/project manager ****** has apparently been involved with multiple businesses that have also been Pro Referral professionals using the same address. Those businesses had their licenses suspended and have had judgments against their bonds. Clearly Pro Referral didn't do any type of diligence, which is the whole point of hiring through them. You expect them to stand behind their background process. This isn't a dispute about quality or pace of work. These businesses have Yelp reviews similar to our experience: Company takes money, promises work, completes only some initial work, and then ghosts the customer.
Business response
04/04/2024
On behalf of Pro Referral, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Your BBB complaint suggests that Pro Referral owes a duty with respect to the work performed by the contracted you hired. However, Pro Referral is not part of the agreement between you and said contractor. As a result, Pro Referral has no liability on workmanship issues.

Section 6.1 of the *** contains Pro Referrals guarantee, which provides that Pro Referral does not guarantee the work or services of the contractor, and that the guarantee does not cover any faulty workmanship or damage to property caused by the contractor. Pro Referrals guarantee is only related to the referral itself and, should the consumer be dissatisfied with the referral, the consumer may claim against the guarantee, and in response Pro Referral may make a payment to the consumer up to $500, subject to certain conditions.

You directly and solely entered into an agreement with this pro,whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (***), which govern your rights in this matter.

Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and neither Pro Referral nor ********** is a party to that agreement.
Section 3.2 also states that Pro Referral is not responsible for the consumers interactions with the contractor and the consumer waives and releases Pro Referral from all liability relating to its dealings with the contractor. For more information, please visit us at ***************************************************************.

However, as part of our efforts to assist you, we are prepared to offer you our full Pro Referral guarantee of $500.00 as stated in our Terms of Service.

Please know that it is Pro Referrals goal to satisfy all of our customer with products and services that we provide. Pro Referral values its customers patronage and looks forward to servicing you in your future home improvements needs.

Sincerely,
Pro Referral Customer Support
Resolutions Team
Initial Complaint
12/28/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On December 27th 2023 around 6:30 pm est I was browsing online at pricing to replace my bathroom vanity/sink. I wanted to get an estimate on labor costs for ********** installation. I was directed to the ********** Pro Referral form. I filled it out and before I knew it I was being spammed with texts, phone calls, and emails from multiple different private contractors. I responded to a text from Pro Referral letting them know we were still browsing and not ready to start the project. I thought that was that. Then around 10:41 pm they reached out again! I was livid. I stated I was upset they were reaching out so late and that I didnt want to work with them before blocking the number. At 7:52 am the next morning I get a phone call from ******* and he stated he worked with Pro Referral. When I asked why he was calling at 7:52 am he sounded confused and said, well we ARE open. I hung up on him and called the phone number listed for ProReferral ****************** ) their business hours are 9 am to 9 pm. AND in the **************** there is a law that telemarketing calls/texts cannot be made outside of the hours of 8 am to 8 pm. So why is this happening? Its absolutely ridiculous. *** asked them multiple times to stop contacting me (they all say they work with Pro Referral) and they continue to persist.
Business response
12/28/2023
Dear Customer:
Thank you for contacting us. We apologize for any inconvenience. Your service request was sent to independent contractors as part of our referral program. Unfortunately, we have no control over what they do with your contact information. As stated in our Terms of Service: If you submit a Pro Request, Pro Referral will send identifying information such as your full name and contact telephone number to the Pro(s) you selected to contact you. This information will be sent to the Pro(s) you selected even if you are listed on any federal, state, provincial or other applicable "Do Not Call" list, in order that Pro Referral may provide the services set forth on the Website, to service your account, to reasonably address matters pertaining to your account or for other purposes reasonably related to your Pro Request and Pro Referrals business, including marketing related emails.
However, based on your request we have cancelled the service requested.
Regards,
Pro Referral Customer Support
Initial Complaint
11/16/2023
Complaint Type:
Product Issues
Status:
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.
ProReferral referred a man to me who turned out to be a con man who promised to deliver and install a custom built 80 inch bathroom vanity. Instead he tried to deliver and install a cheap off the shelf plywood vanity. In the meantime he had taken $5200.00 from me as a deposit and payment. ProReferral had given him their top rating prior to me hiring him. Neither ProReferral or HomeDepot will help me recover my money from him. They avoid my calls and give me the runaround. I am a retired person on a fixed income and cannot afford to be robbed of $5200.00.
Business response
11/16/2023
Dear Customer:

***********************/b/a Pro Referral (Pro Referral) is in receipt of your complaint in connection with the work done by a referred pro at your residence (Services).We have reviewed the matter and determined Pro Referral is not liable to you.

Your dispute is solely with the Pro. Pro Referral did not enter into an agreement with you for the Services. You entered into a contract only with the Pro, which you did on your own after obtaining a list of potential pros via Pro Referral. Pro Referral[1] is an online referral service that puts consumers like you in touch with pros in their area, similar to a newspaper or yellow pages listing.

Prior to being put in touch with these pros, you agreed to Pro Referrals consumer terms of service (***), which govern your relationship with Pro Referral. A copy of the *** can be found here: *********************************************************************; Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and Pro Referral is not a party to that agreement. Section 3.2 also states that Pro Referral is not responsible for the consumers interactions with the contractor and the consumer waives and releases Pro Referral from all liability relating to its dealings with the contractor. Section 7.1 further states that Pro Referral is not responsible for any disputes, claims, losses, or damages between the consumer and its contractor.

Section 6.1 of the *** contains Pro Referrals sole guarantee to consumers, which provides that Pro Referral does not guarantee the work or services of the contractor hired by the consumer, and that the guarantee does not cover any faulty workmanship or damage to property caused by the contractor. Pro Referrals guarantee only relates to the referral itself and, should the consumer be dissatisfied with the referral, the consumer may make a claim against the guarantee, and in response Pro Referral may make a payment to the consumer up to a maximum of $500, subject to certain conditions.

Pro Referral is not liable for your dispute with this Pro, whom you hired directly. However,under the ***, Pro Referral may offer compensation to customers who have had a bad experience called the Pro Referral Guarantee. Even though Pro Referral is not liable, Pro Referral has offered you the amount of $1000 as a sign of good faith. This guarantee payment, which is Pro Referrals best and final offer, is subject to Pro Referrals receipt a Settlement and Release Agreement signed by you.

We hope you will accept this good faith guarantee payment to resolve this business with Pro Referral. However, Pro Referral will defend itself vigorously should you pursue any further action against Pro Referral which lacks merit.

Sincerely,

Pro Referral Team

[1] Pro Referral is an affiliate of Home Depot.
Customer response
11/16/2023

Complaint: 20879360

I am rejecting this response because: I was referred to ProReferral by my local ********** Store. When ProReferral sent me referrals to install a bathroom vanity, the one I selected received the highest rating from ProReferral. I trusted ********** not to refer me to a company that would not send referrals of trust worthy and honest people especially since they own ProReferral. Now ProReferral AND ********** needs to accept responsibility for referring con men to ********** customers instead of hiding behind their legal mumbo jumbo. I have been a ********** customer for ********************************************************************************** recouping my money from a dishonest person their affiliated company referred to their customer.
In addition, when I first called ProReferral to register my complaint, the lady answering the phone explicitly told me that if ProReferral couldn't get anything done, ********** would step in to make things right. That call was on Octobe4 23, 2023 if you would care to listen to the call.
I deserve to be treated better than this by ********** and ProReferral. Don't hide behind you legal jargon when customers place their trust in you to refer honest and reliable people.

Sincerely,

***************************
Business response
11/21/2023
Dear Customer:

***********************/b/a Pro Referral (Pro Referral) is in receipt of your complaint from [Date Case Opened], in connection with the work done by this Pro at your residence (Services).We have reviewed the matter again and determined Pro Referral is not liable to you.
As explained before, you hired a company directly and made an agreement with that company. You do not have an agreement with Pro Referral for services. This means your dispute is solely with the Pro. We once again suggest you review our Terms of Service.  Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and Pro Referral is not a party to that agreement.
We apologize for any inconvenience.
Pro Referral Team
Customer response
11/22/2023

Complaint: 20879360

I am rejecting this response because:
Of what value is ProReferral or ********** if you take no responsibility for referring people who turn out to be con men. I was referred to ProReferral by a trusted retailer I had been doing business with for 18 years. Of all the people ProReferral sent to me, the one I ultimately hired had the highest rating given by ProReferral. If a customer needs to do their own vetting and background checks of the people referred, then there is no need for a company like ProReferral. I would be just as well off hiring someone who comes and knocks on my door. ProReferral offers no value whatsoever because there obviously is no background check since you sent me someone who began lying and misrepresenting himself from the time he entered my home. He was only looking to take my money and make his escape and now he has admitted in an email to me he has no money to pay me back. You sent me someone evidently living hand to mouth and no way to meet his own obligations except to use your company to con unsuspecting people out of their money. You accept no responsibility for helping people like this man con people who trust a reputable company like ********** to treat their valued customer like VALUED customers.
You should just go ahead and shut your doors because you offer no value to customers.

Sincerely,

***************************
Initial Complaint
05/30/2023
Complaint Type:
Customer Service Issues
Status:
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.
Details of this ongoing growing issue:. We signed up for a prorefferal program with homedepot ( which included a series of background checks that cost ** time and money to get started) . We purchased around ******** in product from homedepot . Which included a projectbwe performed back in 2019 based on a refuel by their professional desk in *****.. Turns out the guy working at the professional desk also stays at the apartment complex we did work for.. We did half the project and ask for arbitration so we can finalize the other half.
Business response
06/01/2023
Dear Pro:
Your relationship with Pro Referral is governed by our Pro Referral Pro Terms of Service found here: ******************************************************
The relationship or agreement entered is between you and a consumer submitting a request through our platform. Please review this sections of our Terms of Service for more information.
1.2 No Implied or Further Agreement. Pro Referral makes no assurance that Pro will receive a minimum or particular number of referrals or Pro Requests or receive a minimum or particular dollar amount of business under this Agreement. Nothing in this Agreement obligates Pro Referral to refer the Pro to any Consumer for any particular Project or Pro Request. In view of the foregoing, the Parties represent and warrant to one another that any investments or expenditures a Party has made or may make, in connection with this Agreement, are at such Party's sole and knowing risk.
2.2 Pro's Obligations to Consumer. Pro is solely responsible for managing appointments and the relationship with Consumers. Pro Referral makes no representations or warranties as to the conduct of any Consumer or the Consumer's ability to pay a Pro. Any dispute between Pro and Consumer must be addressed directly by and between Consumer and Pro.
Pro Referral Team

Customer response
06/01/2023

Complaint: 20121624

I am rejecting this response because:

Sincerely,

*********************************
Customer response
06/02/2023
Attached is the link that an employee at homedepot working at the professional desk worked out a deal with the general contractor prior to hiring ************************************* company. We had to purchase materials ( according to these contracts ) from homedepot. We have on purchase record of using nearly ********* in materials and are also out ********* in labor. Please review Attached on this growing matter. **************************** . We have all this linked to a ******* channel and would like the BBB to assist on this issue. We will link other videos of the homedepot employee & General Contractor working together on this project.
Business response
06/02/2023
Dear Pro:
Your relationship with Pro Referral is governed by our Pro Referral Pro Terms of Service found here: ********************************************************************* relationship or agreement entered is between you and a consumer submitting a request through our platform. Please review this sections of our Terms of Service for more information.
1.2 No Implied or Further Agreement. Pro Referral makes no assurance that Pro will receive a minimum or particular number of referrals or Pro Requests or receive a minimum or particular dollar amount of business under this Agreement. Nothing in this Agreement obligates Pro Referral to refer the Pro to any Consumer for any particular Project or Pro Request. In view of the foregoing, the Parties represent and warrant to one another that any investments or expenditures a Party has made or may make, in connection with this Agreement, are at such Party's sole and knowing risk.
2.2 Pro's Obligations to Consumer. Pro is solely responsible for managing appointments and the relationship with Consumers. Pro Referral makes no representations or warranties as to the conduct of any Consumer or the Consumer's ability to pay a Pro. Any dispute between Pro and Consumer must be addressed directly by and between Consumer and Pro.
Pro Referral Team
Customer response
06/03/2023

Complaint: 20121624

I am rejecting this response because: Nowhere does it say in these terms of agreement that an homedepot employee can take money out of contractors pockets ?? and railroad ** to complete a job without payment. Your company employee stole money ?? from hard working people and your trying to drown that out with paperwork?

Sincerely,

*********************************
Business response
06/06/2023
Dear Pro:
Your relationship with Pro Referral is governed by our Pro Referral Pro Terms of Service found here: ************************************************************; The relationship or agreement entered is between you and a consumer submitting a request through our platform. Please review this sections of our Terms of Service for more information. If your complaint is about a ************** store employee, please reach out to ************** at 1-800-HOME-DEPOT.
Pro Referral Team
Customer response
06/06/2023

Complaint: 20121624

I am rejecting this response because: we have reached out to homedepot several email streams and calls. The supervisor has yet to even contact is regarding several of these incidents at two of the locations. They mentioned the information attached will be resolved and it has been to long of a growing issue. That is why we are asking the BBB for assistance on closer of this matter. Thanks again.

Sincerely,

*********************************
Initial Complaint
05/30/2023
Complaint Type:
Billing Issues
Status:
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.
In late April 2023 I went to the ********** pro referral website to find a pro to handle a retaining wall project. I was presented with three pros. I ended up going with one pro who's company name is Swing Construction. They promised to have the job completed in a week and a half. They requested I pay $3000 deposit so that they can secure the materials. I immediately paid the $3000 on May 6th. Between the time I paid the pro and today, which is May 30th. The pro showed up only 3 times and did one or two hours worth of work, and I have not heard back from them since, and I have followed up with them frequently and have only heard a lot of excuses. It is clear to me they do not intend to finish the project. I contacted ********** pro referral services several times as well and they have contacted me once, saying they will investigate, and I have heard nothing from them either. It is very sad that ********** is referring these pro's and do not verify their insurance or anything like that, and do not back up the work of these pros. At this time I would like the pro to refund my deposit, minus the supplies and work already done, and I would like to get reimbursement from ********** for the worst pro referral service I have ever seen.
Business response
06/07/2023
Dear Customer:
On behalf of Pro Referral, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Your BBB complaint suggests that Pro Referral owes a duty with respect to the work performed by the contracted you hired. However, Pro Referral is not part of the agreement between you and said contractor. As a result, Pro Referral has no liability on workmanship issues.

Section 6.1 of the *** contains Pro Referrals guarantee, which provides that Pro Referral does not guarantee the work or services of the contractor, and that the guarantee does not cover any faulty workmanship or damage to property caused by the contractor. Pro Referrals guarantee is only related to the referral itself and, should the consumer be dissatisfied with the referral, the consumer may claim against the guarantee, and in response Pro Referral may make a payment to the consumer up to $500, subject to certain conditions.

You directly and solely entered into an agreement with this pro,whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (***), which govern your rights in this matter.

Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and neither Pro Referral nor ********** is a party to that agreement.

Section 3.2 also states that Pro Referral is not responsible for the consumers interactions with the contractor and the consumer waives and releases Pro Referral from all liability relating to its dealings with the contractor. For more information, please check our terms of service here: ***************************************************************.

However, as part of our efforts to assist you, we received notice that the contractor has been scheduled to repair some of the issues you mentioned.

Please know that it is Pro Referrals goal to satisfy all of our customer with products and services that we provide. Pro Referral values its customers patronage and looks forward to servicing you in your future home improvements needs.

Sincerely,
Pro Referral Customer Support
Resolutions Team
Customer response
06/12/2023

Complaint: 20120905

I am rejecting this response because: I understand that Pro Referral cannot guarantee the workmanship of every job. What I am upset about is that I contacted Pro referral several times to update them of my situation. I sent emails, calls, chat, and all fell on deaf ears. Pro referral wasn't there to advise me on how to resolve the situation. In any case I know now that I should not trust the services of pro referral. Luckily for me the pro ended up finishing the job, even though it took over a month and a lot of stress. The Job wasn't perfect but I am glad that it is done, and now next time I will be very cautious in who I chose as a referral service going forward. I can guarantee you it would not be Pro referral.

Sincerely,

***********************
Business response
06/12/2023
On behalf of Pro Referral, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Your BBB complaint suggests that Pro Referral owes a duty with respect to the work performed by the contracted you hired. However, Pro Referral is not part of the agreement between you and said contractor. As a result, Pro Referral has no liability on workmanship issues. You directly and solely entered into an agreement with this pro,whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (TOS), which govern your rights in this matter.
However, we are glad to hear the pro was able to go back and finish the work. This consider this matter closed.

Sincerely,
Pro Referral Customer Support
Resolutions Team
Customer response
06/12/2023

Complaint: 20120905

I am rejecting this response because: It's a typical response that I expected. I relied on pro-referral to provide me quality contractors. Pro referral should be responsible for doing the necessary research before putting these contractors on their website, and advertising them to the public. Pro referral is using the good name of ********** and of course they don't want to take responsibility. Their guarantee of course is useless. I relied on contractor because they were recommended to me by a ********** company, which I thought stood by their contractors and their guarantees. I was not happy with the pro referral service. I mentioned this to them, and they did nothing about it but lay blame on me and wash their hands clean.

Sincerely,

***********************
Initial Complaint
05/18/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
From March to ****** I hired *********************************** **************** owner) from the list of contractors from ********** Pro Referrals, and to do a remodelation for my main bathroom, then I bought the materials in HD and costumer services rep. told me to use Pro Referrals and thats how I ending in this bad experience. This person was unprofessional, unrespectfull, rude and always late or never come to the days that he supposed to come, and for that reason my wife lost several days at work, long story short he caused many damages to my apartment, he never used a zip-wall dust protection apparently he did not have a clue about OSHA standards, contaminating appliances, TV's, PC, bedding, clothing, etc. As far the bathroom, the ceramic tile in the shower is uneven, and in the top an uneven gap, uneven floor, floor tiles not squared, loosed threshold, bad finishing, bad quality work, he never finished properly, no grout in the shower corners, ceiling and walls not painted properly, dust everywhere, trash and material leftover left in the balcony, etc. Bottom line I spent more than $6,200 and the bathroom is rubbish, not happy at all,... Pro Referral should be more cautious and selective with these contractors!!!
Business response
06/07/2023
Dear Customer:
On behalf of Pro Referral, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.
Your BBB complaint suggests that Pro Referral owes a duty with respect to the work performed by the contracted you hired. However, Pro Referral is not part of the agreement between you and said contractor. As a result, Pro Referral has no liability on workmanship issues.

Section 6.1 of the *** contains Pro Referrals guarantee, which provides that Pro Referral does not guarantee the work or services of the contractor, and that the guarantee does not cover any faulty workmanship or damage to property caused by the contractor. Pro Referrals guarantee is only related to the referral itself and, should the consumer be dissatisfied with the referral, the consumer may claim against the guarantee, and in response Pro Referral may make a payment to the consumer up to $500, subject to certain conditions.

You directly and solely entered into an agreement with this pro,whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (***), which govern your rights in this matter.

Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and neither Pro Referral nor ********** is a party to that agreement.

Section 3.2 also states that Pro Referral is not responsible for the consumers interactions with the contractor and the consumer waives and releases Pro Referral from all liability relating to its dealings with the contractor. For more information, please check our terms of service here: ***************************************************************.

Please know that it is Pro Referrals goal to satisfy all of our customer which is why he have extended to you our full Pro Referral guarantee of $500.00 for the referral itself. Pro Referral values its customers patronage and looks forward to servicing you in your future home improvements needs.

Sincerely,
Pro Referral Customer Support
Resolutions Team
Initial Complaint
04/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Through the ********** pro referrals I contacted a Pro that responded to my project to install an awning that was purchased through **********. The names are Noticia and *******************, the Handy Couple LLC. Due to weather my project was postponed from original date of installation. It took 5 reschedules before they came out. With all the reschedules this Pro did not communicate that they werent going to make the appointment; they just didnt show up. A few days after install, the panels to the awning came off the tracks so I contacted them to come back out to check/fix the issue. Again, it was 3 times of not showing up so I ended up snapping the panels back in place myself but discovered the middle brace was not aligned properly, therefore, the awning has no chance of staying together. I made contact with them again and asked that they come fix the issue or give me my money back. I did not get response.
Business response
05/01/2023
Dear Customer:

On behalf of **********************, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Your BBB complaint suggests that Pro Referral owes a duty with respect to the work performed by the contracted you hired. However, Pro Referral is not part of the agreement between you and said contractor. As a result, Pro Referral has no liability on workmanship issues. However, as part of our efforts to assist you, we recently entered into a Settlement and Release agreement where we applied our Pro Referral guarantee to your request. We consider this matter resolved.

Please know that it is Pro Referrals goal to satisfy all of our customer with products and services that we provide. Pro Referral values its customers patronage and looks forward to servicing you in your future home improvements needs.

Sincerely,
Pro Referral Customer Support
Resolutions Team
Initial Complaint
03/16/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/10/23 I hired a ********** pro to remove an old tub and surround, and install new ones. He quoted the job at $3200. I gave him $2000 to get started. He sent 2 employees to remove the old tub. Then the same 2 employees came to install the new tub and surround. The pro never came back. The tub was not installed correctly. It was not level. This caused the surround to sit on the tub crooked. This made the caulking on the edges very large and uneven. The large back panel of the surround was not installed against any backing so it moves when pressed on,causing a potential slip hazard. Also making it possible to shake the glue and screws loose over time. When the pro was contacted about the issues he stated that it was my fault for choosing that tub and surround. He was the one who measured the job. He picked the tub up from the store and his helpers installed it. He admitted it was done wrong and offered a $100 discount. I said no and asked him to leave my property immediately. He continued to argue with me so I hung up and contacted ********** pro.
Business response
03/27/2023
Dear ******:

On behalf of Pro Referral, we apologize for any inconvenience you may have experienced regarding the use of our referral platform.

Your BBB complaint suggests that Pro Referral owes a duty with respect to the work performed by the contracted you hired. However, Pro Referral is not part of the agreement between you and said contractor. As a result, Pro Referral has no liability on workmanship issues.

Section 6.1 of the *** contains Pro Referrals guarantee, which provides that Pro Referral does not guarantee the work or services of the contractor, and that the guarantee does not cover any faulty workmanship or damage to property caused by the contractor. Pro Referrals guarantee is only related to the referral itself and, should the consumer be dissatisfied with the referral, the consumer may claim against the guarantee, and in response Pro Referral may make a payment to the consumer up to $500, subject to certain conditions.

You directly and solely entered into an agreement with this pro,whom you selected from a list of potential local contractors using Pro Referrals referral service. Prior to being put in touch with these local contractors, you agreed to Pro Referrals consumer terms of service (***), which govern your rights in this matter.
Section 3.2 of the *** provides that any agreement entered into between a consumer and contractor after using Pro Referral is solely between those parties, and neither Pro Referral nor ********** is a party to that agreement. Section 3.2 also states that Pro Referral is not responsible for the consumers interactions with the contractor and the consumer waives and releases Pro Referral from all liability relating to its dealings with the contractor.
For more information, please visit us at ***************************************************************************;
Sincerely,
Pro Referral Customer Support
Resolutions Team
Customer response
03/28/2023
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,

****** ***

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 Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary