Complaints

This profile includes complaints for Long Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Long Home has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Long Home

  8530 Corridor Rd Ste 200 Savage, MD 20763-9503

  
• 

  Long Home Products

  16 International Dr Windsor, CT 06095

  
• 

  Long Home Products

  30 Centre Rd Ste 1002 Somersworth, NH 03878-2900

  
• 

  Long Home Products

  650 Corporate Dr Suite 109-117 Stafford, VA 22554

  
• 

  Long Home Products

  301 Fulling Mill Rd # 200 Middletown, PA 17057-5966

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Long Home Products refuses to return my phone calls regarding repairing the peeling window frames on two windows installed in June 2009. I want to schedule an appointment for someone to look at this window. No one is returning my phone calls Long Home Products repaired/replaced the peeling window frame on another window in 2021. However, they are not responding to my call this time. I have made numerous phone calls since December 20, 2024. Each time, I am told someone from the service department will call me back to schedule an appointment. With the exception of one call, no one has called back. • On January 10, ***** called and left a voice message. I returned her call but never received a response. • I continued to make calls In January, February, and March of 2025. Each time, I am told that someone from the service department will call me back to schedule an appointment. No one called me back • On March 25, 2025, I called and spoke with ****. She explained that the warrant was a manufacturer's warranty, and since my windows were installed over 15 years ago, the manufacturer may not have the product anymore. o She quoted me $75 per window and $150 labor to repair the windows. She said she would talk to someone in the service department and call me back by 3:30 pm. o When I told her that was what everyone told me and that no one ever called me back. She stated that was because everyone was working from home, but she was in the office and would go to the service department and call me back by 3:30 pm. o I never heard from **** or anyone from the service department. I am a long-time Long Home Products customer and have purchased numerous Products, including windows, cabinets, bathroom, roof, fence and a kitchen. I don't appreciate being treated in such a disrespectful manner.

  

  Business Response

  Date: 04/08/2025

  Ms. *******,

  Our service department has this scheduled for you on April 22nd. We want to reiterate with you that the issues you are having are not under our warranty, and we are taking care of your issues as a courtesy. 

  We look forward to reaching a resolution on April 22nd. 

  Best,

  Long Home 

  Customer Answer

  Date: 04/14/2025

  This was not a Guarantee Or Warranty Issues. My issue was they were not returning my phone calls to discuss the matter.  They finally called me after I filed the Complaint with the BBB.  The service is scheduled for April 22nd.  I will let you know if there are any other problems.  Thank you for your assitance

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 3rd, 2025, I signed an agreement with Long Home for a bathroom tub conversion to a shower stall. The purchase price with $16,467.00. The bathroom with installed on February 3, 2025. On February 23, **** *******, Senior Customer Fulfillment Specialist, (844-********) at Long Home was called and emailed about the bathroom installation were a hole was punched through to the outside of my home leaving access to bugs and animals in to my home. An email was sent with pictures showing the damage; I was contacted via email that the project manager would contact me about this issue. On March 13 at 11:18, I was contacted by Long Home representative and told that I would be responsible for the damage done to my home by the installers. No farther contact has been made to explain this decision. The hole was not a pre-existing problem, buy their installers made to home in the house with replacing the tub drain which I was told via phone call. I asked for their determination to be provided to be provided to my in writing. Nothing has been sent as of this request for assistance. I am 85 years old and needed this tub to shower conversion. I don't need an extra expense in addition to the $15, 467 minis my $1000 down payment. I am being treated for colon cancer. I have medical bills and its too much, I feel that because of my age and situation: I am being mistreated.

  

  Business Response

  Date: 03/28/2025

  Ms. *********,

  We are waiting to hear back from you on a good date to have our Project Manager come out and inspect the work. Please give a call back to ******* ***** at your earliest convenience so that we can get this scheduled for you.

  Best,

  Long Home

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a shower replaced by Long homes in August 2022. This construction cost 15000 dollars. It came with a warranty that is still in effect. I have been calling this company for a month now to schedule an appointment to come out to repair work on the shower they installed. I have never received a call back to schedule someone from the company to come back to fix the issues.

  

  Business Response

  Date: 03/03/2025

  Mr. ********,

  Please accept our sincerest apologies for the lack of communication on our side. It is to our understanding that we are scheduled to address these concerns on Friday, 3/7 with you. We look forward to resolving all concerns at that time. 

  Best, 

  Long Home

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought doors in 2021, since then the doors had to be repaired every six months. The company refused to replace the doors. The Door broke again and the repairman stated the door was not hung properly this was in June 2024. To date 02/2025 the company has not created a plan let alone fix the door. They never call back and refuse to give any manager's phone number. The doors are under a life time warranty and I would like a refund for the broken doors and keep the life time warranty for the other doors.

  

  Business Response

  Date: 02/27/2025

  Mr. *******,

  ******* ***, our production manager, will be contacting you to discuss this matter in greater detail. Please look out for a call from him.

  Best,

  Long Home

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have not heard from the company since my file was submitted. The company advised me that Mr. Herr would contact me which he never did. Mr. Mathew M***, Mr. H***'s supervisor never returned from 02/28/2025. I would like to have a contact number of a person from the companies HQ that are above Mr. M*** and Mr. H***. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/17/2025

  Mr. *******,

  We have you scheduled for a service on April 4th to address all open concerns. We look forward to meeting with you at that time.

  Best,

  Long Home

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: I do not want to close this case they still have not told me a plan to fix my door either a refund or installing a new one. A technician is coming out to look at the door again. This was done previously by the operations manager. There is still a lot that needs to be done to fix the issue of my door. This is a minor first step.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/27/2024, we signed a contract with Long Home Products for a bath to shower conversion and paid a $1,600 deposit on a finance option. On 7/31/2024, we amended our contract to convert to a consumer "cash option" contract and paid and additional $3,730 deposit for a total of 30% of contract price. We were told to expect an 8-10 week wait until start of the project. It is now February 12, 2025 and the compay has not started the project. We have lost confidence in the company and want our deposit returned. Over this time period from signing the contract, we have received virtually no communications from the company other than those we have initiated to inquire our status. In early December, 2024 we were finally given an install date in December only to have that rescinded by the company because they determined that some of their materials were damaged. We were told that re-order of replacement would take 4-6 weeks. We were given no updates from the company until we called in February 2025. After taking some time to locate our order, we were told that they could provide an estimated project start date sometime in the middle of March 2025. At this point, we conveyed to the project manager that we no longer had confidence in the company after a projected 8 months of delays. We requested a refund of our deposit. The project manager told us that was not his prerogative to approve a refund and he would forward our request to the regional manager. The project manager refused to provide us with a way to contact the regional manager directly (though he did provide us his name) and the regional manager has not made an effort to contact us. As stated, we want our $5,330 deposit returned. We do not want to continue any other relationship with this company.

  

  Business Response

  Date: 02/19/2025

  Ms. *******,

  It is to our understanding that you have reached a resolution with Evan G***** from the Long team. We plan on installing upon receiving the materials from our manufacturer. We appreciate your patience as we await the arrival of the materials.

  Best, 
  

  Long Home

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 01/21/2025

  Mr. ****,

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

  Best,

  Long Home

  Customer Answer

  Date: 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

  Date:12/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -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

  Date: 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