Complaints

• Initial Complaint

  02/26/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  02/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  02/12/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  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

*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. ↩