ComplaintsforPIC Home Pros LLC

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had all new windows put in my home. The windows I purchased have a lifetime warranty. One of my windows has been cracked for 6 months. My wife and I call the company 3-4 times a week and speak to a secretary that takes our name and number and says someone will call us back. Have not gotten any call backs.

  

  Business response

  04/26/2024

  Good morning,
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter. We will update with manufacturer shortly.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was excited to place an order for a new bathroom in a condo with PIC HOME PROS, a bath fitting company. I originally placed an order on the March 16th which didnt go through becuase I had forgotten to update my new address on my Apple Card, After I helped ****** in their office get the card to work, she neglected to remove the original pending charge, and wound up double charging me and so I now have two charges for about $9400, totaling over $18,000 on my card! This maxes out my credit card while I am in the middle of moving. PIC Homes said that they would fix it it, but I have only received rather smug emails from ****, who appears to be the bookkeeper, and insists they owe me nothing and it is the fault of my credit card. BTW, at first, when I tried to call PIC, there was only an answering service to so I rescinded my order all together but no credit was applied. Their project manager called me, trying to calm me down, but he has been unable to resolve my refund from the company. ******* *****, who runs Apple Cards, told me that they are helpless in this until PIC Home releases the funds. How hard could that be? Meanwhile,the owner, *******, called me up and I told him that I simply wanted the charges off my card and he said it wasnt their fault and yelled at me for making him take time out of his day. He wanted me to say that it was an innocent mistake, which it was, but what happened after that shows me that the company is either incompetent or crooked. Their products might be fine, but the office is an administrative nightmare. I would NOT recommend using this company and need this amoung taken off my credit card.

  

  Business response

  03/25/2024

  Good morning,

  
  Thank you for taking the time to contact us. We have not provided any services to ************** and we take financial information very seriously. After speaking to the bank that deals with our processing, they did confirm we never inititally processed the deposit due to customer specific issues. We then sent ************** a payment link and still the bank did not process, although her bank showed a pending transaction. We can only review our side of the transaction and we and other companies have found that some customer banks will show the transaction as a hold or pending transaction for a period of time and we cannot control or alter the bank transaction on which your card is connected. I know this may be frustrating, but we always take financial transactions very seriously and we did confirm 100% that we followed our company bank policy to reverse your transaction immediately when you notified our office and we send email documentation with transaction numbers to assist. We have confirmed no monies was ever transferred to PIC and we have done everything we can to assist in this matter. The *** and multiple executives have reached out to assist in this matter.

  We appreciate and thank you for the opportunity to serve you. 

   
  
  

  Customer response

  03/28/2024

   
  Complaint: 21476549
  
  This is categorically untrue. I never received said link from them. All I received was denial of responsibility. My credit card at ******* ***** informed me that *** did not release the funds but were holding them, which is why it was pending. The issue is now resolved through my bank, but I feel that this company mishandled my transaction and then lied about it. I do not accept the business's response as a resolution to my complaint because of these issues. This should go on their record.
  
  Sincerely,
  
  *********************

  Customer response

  04/25/2024

  this is resolved. thank you.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased Walk in shower with sliding doors, August 2022. Have had Issue wit sliding glass doors,moving by them selves and Water leaking on to the floor. Have had techs here at least six times to correct the problem. Still the same. I have had Many phone conversations and over 40 emails with the business. I have had 2 or 3 teams assigned to fix the issue and it is still not Fixed. I have tried as hard as I can to get this resolved but i seem to be unable to get satisfaction. One of the last Techs named ******* said he would talk to the door manufacturer to see if the doors could be adj to fix, and he would talk to his team about replacing the doors. Unfortunately he no longer works for PIC ? and so a new team has been assigned and tech have been here 2x. Please help us.Thank You ****** and *******************************

  

  Business response

  01/08/2024

  PIC Home Pros prides itself on providing exceptional customer service. ********************** has worked to address ******************************** door issue on 7 separate occasions. To ensure the customer is receiving the resolution needed, PIC Home Pros is going to replace ******************************** door. We have been in communication with **************************** and he is happy with the provided resolution.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had numerous problems. Started dealing with them in may. Slow response. Windows arrived and half of them were measured wrong. Had another 6 week wait and then they had an installer come and installed the ones that were usable size. Other windows had not been remade . Now the windows are ready and the contractor went to get them and supplier refused to release the order because p i c home pros owes them lots of money. I Have a loan that pic set up through green sky and they have paid out over $20,000 to pic home pros with the balance due opon completion. I am in need of the rest of my windows and installation..

  

  Business response

  03/25/2024

  Good morning,
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter. We are working with AMI to schedule a time to finish the job. We have been communicating direct with *****.

  Thanks

  Customer response

  03/28/2024

   
  Complaint: 21083980
  
  I do not accept the business's response as a resolution to my complaint because:   i was lied to back in jan .  that you were going to order windows from another company to solve the problem. Measurements were taken again for them.  5 weeks later i find out that you never ordered them and were working out the problem with your supplier.  Begining of march i was told you had an agreement and should be contacted by the installers.  I have to called you every week since. March 27 you tell me the solution to the problem is still being finalized.  Until i have windows i will not be satisfied! You have not lived up to the contract! I could of had windows  ordered and installed 2 times over now with the time i have wasted and aggravation this has caused us . If you want to walk away that is fine with me half the job is done and you got half the money.

  I am just tired of all the delays and  untruths. 
  
  Sincerely unhappy , *****. 
  
  *******************************

  Customer response

  03/28/2024

  Still waiting, have been basically lied too several times about progress ***** see my reply i sent to their  response  

  

  Business response

  04/26/2024

  Good morning,
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter. 

  The delay with receiving manufacturer products still continues and we apologize. We will issue a refund for any of the windows not installed because of the delays.

  Thank you,

  Service Director

  Customer response

  04/27/2024

  Phone call from pic friday may 26 they are  refunding some $ . They did half the job and cant come to an agreement with their supplier to finish. So i am waiting on the refund now  then i have to get another contractor to get windows abd finish the job. I will let bbb know when i have the refund .  

  Customer response

  05/14/2024

  I got the refund .  We consider the contract void for the completion. Now i have to get another contractor to do the other half of the job that pic home pro did  not do. 

  I dont recommend doing business with them . 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Disabled Veteran hired company to rebuild shower for safety reasons. Company took 1/3 deposit and then called to book install in mid November and required another 1/3 deposit. Company called on 15th to confirm install on 18th but called again later saying inspector was not available. I called the town and learned that company never scheduled inspection until day before install and then has repeatedly cancelled install and tries to blame town inspector.

  

  Business response

  01/08/2024

  PIC Home Pros prides itself on providing exceptional customer service. This job was originally scheduled for 12/23 and inspection was scheduled on 12/13. PIC reached out to the inspector to reschedule the inspection due to an expected storm. On Wednesday of the week of the scheduled inspection, the town called at 4:15 to state the inspector lost power and would not be able to make the inspection and would not have a definitive timeframe. As a result, PIC Home pros had to contact the customer and reschedule. PIC Home Pros was able to get the job rescheduled and installed. Mr. ****** is currently out of the state and we are unable to access the house to review the final product. Once Mr. ****** returns in May, PIC Home Pros will review the job. PIC Home Pros is confident that Mr. ****** will love his new bathroom. 

  Customer response

  01/16/2024

  
  Complaint: *****675
  
  I do not accept the business's response as a resolution to my complaint because: The Business response proves my complaint and shows how dysfunctional they are.  Look at they're dates listed.  The Original Install date was December 18th. not the 23rd.  They also don't want to respond to the fact that they accepted  and scheduled my install on October 27th with a Dec. 18th install date.  (49 days in advance)  During those 49 days, they did not plan for the install.  Instead, on the late afternoon date of Friday, December 15th, they confirmed with me, the install for Monday morning the 18th.  A few hours later, they called to inform me that they had just learned that they cannot call the town inspector of a Friday afternoon for a Monday morning inspection.  They refuse to accept any responsibility .  If yo have time, read my lengthy list of defects attached to this complaint.  I am left with an unsafe and un-usable shower because for PIC Home Pro's inexperience and poor workmanship.  I have to start all over.
  
  Sincerely,
  
  ****** ******

  Customer response

  01/16/2024

  read attachment

  

  Business response

  01/19/2024

  PIC Home Pros has reviewed Mr. ****** complaints and while we apologize for his frustrations, there are factors that have not been disclosed. Mr. ****** is correct that the inspector had to be rescheduled multiple times, but as we explained to Mr. ****** on numerous occasions, we cannot force the inspectors for towns to be available, we must go by their schedule. In regard to bathroom not being up to standard, when trying to set up a time to go out to Mr. ****** and address his concerns, he stated he would be in Florida until May. This did not allow for anyone to come out and try to resolve any concerns he had. PIC Home Pros did install his project per his contract but as PIC values exceptional customer service, we are more than willing to go out and see if we can address Mr. ****** concerns. PIC Home Pros always strives to provide exceptional service and appreciate everyone of our customers.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Encountered a problem within days of signing contract. Called salesman and project manager, had to cancel and have been waiting 21 days for a call back from the company. Left several messages with contact information and after a couple of days it was clear that I was getting the run around and still no return call from anyone at the company. They have my money but apparently no phone lines. Does not sound like a reputable business. Stay clear of them.

  

  Business response

  01/08/2024

  PIC Home Pros prides itself on delivering exceptional customer service. We are currently working with Ms. ******** and the finance company to confirm she will receive her refund from them and close out her loan. We are currently in communication with Ms. ******** and she is happy with the provided resolution. We look forward in doing business with her in a few months. 

  Customer response

  01/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21******* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installation of storm door was not done properly. Leading to numerous problems. The door closer has come off the frame. They pierced holes in screen because the door closer should have been installed on the bottom. The door is not level.

  

  Business response

  12/08/2023

  PIC Home Pros prides itself on getting it right. We partner with a window company that schedules their own measurements and installations. We set up the connection and process the payments for our shared customers. Ms. ****** installation was completed on 08/09/23 and a certificate of completion, signed by Ms. *****, was sent to our corporate office for our records. On 09/26 Ms. ***** notified PIC Home Pros about the storm door and screen issue. On behalf of Ms. *****, PIC Home Pros submitted a warranty order to the window company. PIC Home Pros reached out to the window company on 09/26, 11/20, and 11/21 for updates. The PIC Finance Operations Director reached out to Ms. ***** to get information on the issues with her storm door. Rather than wait on the window company PIC normally partners with, for a quick turnaround time, PIC is sending their own window servicer to resolve Ms. ****** concerns. Ms. ***** was thankful and happy with the resolution provided.  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased several windows through pick home pro in Londonderry this year, and in particular spent $6000 on one custom window for our bedroom. Within one month part of the window had broken its seal & even though we were told it had a lifetime warranty we have tried calling numerous times and leaving messages and no one has yet to call us back! It’s been almost 3 months since we originally called to tell them about the broken seal in the window, it’s absolutely impossible to get a hold of anyone that can make a difference in this company because they have scripted phone answers and every time I try to leave a message they try selling me a new product by making an appointment for someone to come out . Our sales rep, who no longer works there for a good reason, has also tried reaching out to the manager directly, and he also knows about the problem, and has not once tried reaching out to us or sending anyone to help.

  

  Business response

  10/05/2023

  PIC Home Pros prides itself on getting it right. We partner with a window company that schedules their own measurements and installations. We set up the connection and process the payments for our shared customers. Ms. *******’ installation was complete on 06/13 and a certificate of completion, signed by Ms. *******, was sent to our corporate office for our records. On 08/16 Ms. ******* notified PIC Home Pros about a glass defect and provided pictures. On behalf of Ms. *******, PIC Home Pros submitted a warranty order to the window company. PIC Home Pros reached out to the window company on 09/05, 09/16, and 09/21 for updates. Our records show Ms. ******* reached out to PIC Home Pros on 09/12 and left a message. PIC Home Pros received notification from the window company that Ms. *******’ materials have arrived, and they will be contacting her to set up and installation date. The PIC Finance Manager attempted to reach Ms. ******* to provide updates but was unable to reach her. We always appreciate our customers and thank them for their business. 

  Customer response

  10/10/2023

  
  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,
  
  ******** *******

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They demo'd then installed a new stand up shower. It looks great. I am happy with the finished product. As with any job there are a few loose ends that need to be tied up. For example, they put a dent in my wall, they damaged my screen door, but most of all the sliding glass door to my shower needs to be adjusted as it has a tendency to slide open after you've closed it causing water to end up on the floor. I've called the project manager, the sales person and the company itself to no avail. Prior to my paying them the second 50% they were very responsive. Since they got my payment in full, they have become non responsive. Also, Jason, the salesman promised me a diverter which I have yet to receive. I just want the glass doors to close properly.

  

  Business response

  09/20/2023

  After reviewing the account and notes, it appears that *** ****** is stating that his shower is leaking. PIC Home Pros project manager reached out and requested pictures to be sent so that resolution could be provided. PIC Home Pros did not hear back from *** ****** after the request from the Project Manager. PIC Home Pros *** ******* ***** prides itself on exceptional customer service. We apologize that due to the Project Manager missing an opportunity to follow up after the picture request was not received, that has been addressed internally, *** ******’s shower was not able to be serviced in a timely manner. PIC Home Pros is working with *** ****** to get an installer out to his house to address the concern of leaking shower. We appreciate *** ******’s patience and understanding while we address his concerns. Going forward we have implemented a process to avoid situations like this in the future. The bathroom does look amazing, and we have confirmed that *** ****** is thrilled with his bathroom transformation.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On March 27 2023 I gave PIC Home Pros $ 10,000.00 which was 1/2 down for 2 bathtub replacements. The other $10,000.00 was going to be financed through Green Sky financing. A week after PIC calls us and says the bathtub wall surrounds we picked out are no longer available. We picked out a new one. They said the next time they call will be to schedule the installation. A few days later Green Sky financial wanted to know if I would authorize &5000.00 from the loan for PIC Home Pros. I refused the authorization. I called pic and told them that that they would not get anymore money until the job was completed. They already have $10,000.00 . I told them that if that’s the way they do business I want to cancel the project and I want my $10000.00 back. All I have gotten is the run around from them. They are trying to avoid me and not give me my money back.

  

  Business response

  04/17/2023

  At PIC we handle customer service issues with care and we already connected with **** and rectified the situation. There was an error by the financial institution that was corrected. At PIC, our goal is to save families the financial burden of remodeling a bath or shower and give back to these families by installing LOW COST or FREE systems. We continue to provide these services to many families in need throughout New England. We appreciate the opportunity to assist with this need.

  We appreciate your business and strive to provide a high quality and affordable solution!

  Thank you!

  Customer response

  04/17/2023

  
  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. ↩