ComplaintsforLong Home Products

• Initial Complaint

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Job done June 27, without correct showerhead. Have contacted Salesman 16 times, he promises will be corrected. He said he physically has correct showerhead. Never installed. Husband needs showerhead for safety, which Salesman acknowledges. Installer gouged wall beside shower, acknowledges this. But the Manager claims they do not fix anything they cause outside of shower. I want the job finished. If they don't fix problem they cause, perhaps, please, they should reimburse us a fair amount. I will not give them a good review. I will not recommend them to anyone I know.

  

  Business response

  09/16/2024

  We sincerely apologize for any inconvenience the customer has experienced. The handheld showerhead that the customer is referring to was not ordered, nor paid for, by the customer. The sales representative purchased the handheld himself to gift to the customer. However, prior to delivering the handheld, he spoke to the customer on the phone and they were angry and rude to him regarding their bathroom installation. (Our contract states “Walls surrounding your tub and/or shower may get damaged if we are removing your existing tub/shower. We will do our best to prevent damages, but if they do occur, we cannot be held responsible for repair.”) After being spoken to this way, the sales rep did not feel comfortable returning to the customer's home. Therefore, they never received the handheld showerhead that he purchased as a gift for them.

  We understand this is a frustrating situation. We do stand by our contracts and respectful treatment of our employees. If further clarification is needed, please let us know.

  Thank you.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  5/31 contract signed with Long Home to replace a shower. Advised by sales people that we would receive a welcome call & that the job items can take 8-12 weeks to get. We provided a deposit check of $5,574. 6/10 no welcome call. I called Windsor to get a copy of rcpt. Check had not been cashed. Receipt found in Long Home email. Transferred to a Chris C. He saw no reason why the job couldn't be completed by 7/4. 8/24 no email, phone call, or updates. Check not cashed. I called Windsor & was told the job was waiting on additional items to be received (still within the 8-12 week timeframe). 8/27 Spoke with Susan in Windsor (deposit check not cashed). She told me the items were in & deposit checks are cashed immediately. She left messages for managers to call me back, 8/29 No calls from Long Home. I called Windsor & spoke with Susan. She left message for the branch mgr & the sales people. 8/29 call received from Andrew. He said something happened with how the check was entered. I am not sure what that means. He would call me back shortly or Friday a.m. by the latest -no call 9/3 called Windsor & spoke with Zach. Not able to provide a corp office tel#. I told him we would like to cancel contract. I needed to speak with Maxwell B*****. I got a call from Maxwell who said they were still waiting on the foot bar but they could start & when the piece came in, they would come out to finish. I said no - I can't get them to call before a job, forget after. He would call me back in a short while to see if he could locate a piece sooner. 9/5 no call from Maxwell. I left a message on his "personal" cell phone. Maxwell called-it is now the shower door they are waiting for. Check still not cashed. He was willing to deduct a small amount as they clearly "dropped the ball" on project. Today - I would love nothing b***** than to cancel this contract. We have been more than patient. I feel we have been given nothing but a runaround & would rather not even talk to them.

  

  Business response

  09/16/2024

  Hello, 

  We apologize for the frustration you have experience regarding the delays and lack of communication from our team. This is unacceptable and not the service that we hold ourselves to. We understand you are in contact with Jay F*****, CT Branch Manager, regarding a resolution. We hope to resolve your concerns quickly and effectively. 

  Sincerely, 

  Long Home Products

  Customer response

  09/19/2024

  Jay and I have been in contact regarding resolution. He has contacted me with updates and awaiting on the arrival of the shower door. Once received, the project will begin. 

  Customer response

  09/25/2024

  To date, the project has not been started as the company is waiting on arrival of the shower doors. I am waiting on an update. I did not realize this case would get closed. Can it remain open until the project is completed? 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Long Home Products refuses to honor cancellation request and return deposit. Date of Transaction: 8/17/2024 Contract: MHIC#***** Amount of Deposit: $8598.00 + fee ($214.95) Date of Cancellation: 8/17/2024 delivered to vendor offices in Savage, MD on 8/18/2024 Followed Up on Cancellation on: 8/19/2024 8/20/2024 8/26/2024 I spoke to the Product Specialist: Josh E****** and he tried to offer a manager's discount of 5K to continue; I advised I submitted the cancellation request I would like the cancellation request honored that was submitted per the Notice of Cancellation by the vendor as it was IAW with the instructions and the deposit returned. He advised he would notify financial reps. to refund the deposit. 8/29/2024 I followed up the status of the deposit refund and was told the deposit had to be authorized by Mr. G******. I have yet to receive deposit return and continue to get run around when I inquire about the refund.

  

  Business response

  09/03/2024

  This job has been cancelled and the refund was processed August 30, 2024.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Windows were installed June 9th, 2023, Purchase price $12,897 We noticed problems with top sash falling down on some windows making it hard to lock windows and caulking on windowsill were sloppy. Sept 18, 2023, I called service explained problems, the gentlemen had us try few things with sashes, but I told him we had already done all told us to do. also brown spots were starting to come out on some windows he states will send to service. A gentlemen came out recalked maneuvered windows and found no problems. As time went on darker spots were showing up on window sills, trim loosen so you couldn't open window, and several sashes still would not close right without holding top window one hand and pushing bottom window down to lock. I called service again and gentlemen told me if he had to come out, I would have to pay I reminded him about lifetime warranty. May 7th, 2024, service man came out he did not know what brown spots were he also manipulated windows and found issues took pictures and was to submit to company. Never heard back several calls made to them and June 28, 2024, another service person came out tried to remove spots on windows even calling another worker to see if he ever saw before he also took pictures of all windows, manipulated windows and found 4 frames window replaced and 2sets of windows. I waited 6 wks.' and text service man he never answered I called office explained whole thing over again and she states serviceman was busy will call by end of day he never did. August 15 2024 called again and customer service states she did not know what happened, but she saw windows were on order I told her serviceman forgot and did it the day I called . Today is August 28th and still no call or windows . As you can see this has been a tiring ordeal when you look at time frame this all started. I feel they took order , our money and now its a ordeal to get windows repaired way they should .

  

  Business response

  09/03/2024

  The replacement sashes have been ordered. We are waiting for delivery and will schedule the repair as soon as possible. We apologize for the inconvenience and look forward to resolving these issue promptly.

   

   

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have contracted with Long Home Products to replace our existing bath tub with a walk in shower. Every visit by their plumbing staff just was incompetent and always needing rework and delays. I refuse to play the plumbing portion of this bill, at this point, 9 days later, the work is still not completed.

  

  Business response

  09/03/2024

  We have been in contact with Mr. ****** regarding this situation. We apologize for the inconvenience this has caused and understand we have reached a resolution. If any further assistance is needed, please reach out. Thank you.

  Customer response

  09/04/2024

  
  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

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DO NOT TRUST THIS COMPANY! Deceptive sales practices and arrogant attitudes. A salesperson by the name of Eric Y**** was deceptive from the start. Even though I presented text message conversations between the salesperson and myself to Conner C**, his supervisor. They both denied that I even asked for certain products and services. I've tried to work with management but they are proving to not really care once the contract has been signed. I would recommend any other company. These people love to come into our communities and take our money and provide lack luster service. I spoke with the company and decided to table the offer. I went back after I had spoken to a number of companies and I was well aware of what I wanted in my contract. Erick Y****, the sales person, led me to believe that he was updating my contract in realtime and that all that I needed to do was initial and sign. Eric Y**** was not updating the contact in realtime and I reached out to his boss, who arrogantly responded to me with no real resolution and I then escalated it the sales manager who assured me that he would get back to me but has not in over a week. Conner C** is the supervisor and Spencer G****** is the sales manager. I assumed that this a reputable company that could be trusted. Not the case, don't let them in your house and don't do business with them because I still don't have a completed bathroom gut which is what I paid for initially. ***** *** *****

  

  Business response

  08/16/2024

  This contract was fulfilled. We are sincerely sorry for any miscommunication and/or misunderstandings.

  Customer response

  08/16/2024

  ***** ***** is legally blind and was not provided with the accommodation as a blind man to have the contract read to him at any point.  The salesperson is and was well aware of this disability and did not accommodate ***** *****. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Two years ago we did contact Long regarding potential bathroom remodel, but we went with anther company. Ever since I have been getting call after call after call. I block the number each time. The calls come from multiple area codes. Once I answered and asked (demanded) they remove my number from their list, and the KEEP CALLING. They need to stop all these nagging calls!

  

  Business response

  08/16/2024

  We have removed Mr. ***'s provided contact information from our system. Please let us know if additional action is needed. 

  Customer response

  08/19/2024

  
  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.  But the practice of spam calls should be not be the norm.
  
  Sincerely,
  
  ** ***

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have received dozens of calls from this company, and every time I block the number they call me from a different number. I have told the representatives to remove me off their list, and they still haven't. I am quite sure this is illegal once a consumer requests to stopped being called, and the company keeps calling. I was going to request a quote but I will never ever use this company due to the harassment. Do not give them your number, avoid at all costs and please remove me from your call list once and for all. I am done, and sick of being harassed

  

  Business response

  08/12/2024

  Hello, 

  We have removed your contact from our call lists. We apologize for the inconvenience.

  Customer response

  08/12/2024

  
  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

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Long Home Products signed a contract with me more than one month ago to replace my roof, collected a very large deposit. 1 month later cancelled the contract without explanation before doing any work on the project and kept my money. The company's phone goes directly to voice mail and no responsible party replies.

  

  Business response

  08/09/2024

  Our branch manager, Matt M***, spoke with Mr. ********* yesterday. We have submitted the refund request to our accounting department and it will be processed shortly.

   

   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I met with a long home products sales rep on 4/27/24. All I wanted was a free quote for a walk in shower and I kept telling her no no no I did not want to buy it. After repeated attempts to pressure me into buying by lying about lowering the price I gave in, with the plan to cancel later after she left. When I called a few days later to cancel they told me I can't cancel and if I did then I would have to forfeit 33% of the purchase price which was 5000 because the walk in shower was quoted at 15000 even though the sales rep told me they would lower the price to 11000. Since they told me they were going to take 5000 from me without doing anything my back was against the wall so I was forced to agree on a walk in shower that I didn't want. After the shower was installed the first shower I took there was water all over my bathroom floor. When I called long home products and let them know that every time I take a shower water is all over my floor they told me there is nothing I can do about it. Now I am extremely upset because I did not want the walk in shower in the first place which I told the sales rep, then I told the manager again when I called to cancel and because they threatened to take 33% of the total cost i forced me to get the shower. Now everytime I shower I have to wipe water off my floor. I never had this issue when I had a bath tub. Now the rest of my bathroom such as the floor, basin, and cabinets are being damaged by water and will have to be replaced due to this terrible walk in shower installation that I was overcharged for. I am extremely disappointed in this company because they stress that they provide high quality products but instead it was the opposite. Low quality product that's causing more damage that's going to require me to spend more money to fix their terrible work. I would like a refund or an adjustment to my price for this horrible experience. The job they did is not even worth half the cost they charged me and now I feel ripped off.

  

  Business response

  08/08/2024

  Hi *******,

  We apologize for the negative experience you have had with our company. Our branch manager, Jay F****** has reached out to you and left a voicemail. Please reach out to him at your convenience so we can find a resolution. 

  Customer response

  08/08/2024

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

  I spoke to Jay the branch manager on July 22 and he is the one that told me there's nothing they can do. They charged me 15K for a walk in shower which I initially told them multiple times that I didn't want, I asked to cancel and they said it was too late, forced me into buying it and the first issue I report to them they offer no assistance even though they told me I have this amazing lifetime warranty which is clearly not true. 

  I'm completely disgusted with Long Home Products and wish I never reached out to them for a free quote. All I wanted was a free quote and now I'm stuck with 15K in debt for a cheap walk in shower that leaks all over my floor which I told them multiple times I didn't want but because they were going to charge me 5K just for canceling I felt like I had no choice. They even lied and said you can't cancel because we already ordered the parts which was not true because they never provided me with any receipts, documents or proof of the parts being ordered. They only said that to force me to go through with the project. 

  
  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. ↩