ComplaintsforPIC Home Pros LLC

• 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,
  
  ******* *****

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I met with a representative from PIC Home Pros to get a walk-in shower for our handicapped son. After looking at the bathroom and taking some measurements and pictures they told me they could do the job for $10860. The representative advised me to do the loan application in my wife’s name because her credit was better than mine. I called my wife and explained it to her and she agreed to it and gave me verbal consent to sign the application for the loan, because she was in a doctors appointment. The representative put my income on the loan application as well as my wifes. Once it was filled out he had me sign my wife’s name then he told me just one more thing to sign for the loan. I found out later it was the contract to do the job. I paid $1086 as a down payment. My wife tried to read the contract in her email but it wouldn’t load because it had expired, so we have no copy of the contract. I called them back and told them we decided not to do the job and was told that it was more than three days and we had to pay a cancellation fee. So I said I had to talk to my wife. She found out that same day that she wasn’t approved for a personal loan for the job because she didn’t make enough money. When I called them back to tell them that and that I wanted my$1086 back they refused. The loan they sent to get approved was for$2000-$5000 more than we needed. All I want is to get my $1086 down payment back. An agency in our state is going to help us pay for a contractor in Maine to get our walk-in shower and I told them that as well. It takes three days to find out if you have gotten approved for a loan so how can you cancel in three days.

  

  Business response

  02/05/2023

  At PIC we take customer service serious and provide care and comfort for every homeowner. We are working with the local agencies to assist with installing a handicap accessible shower system at very low cost for this homeowner. We understand the frustrations of bathroom accessibility and the financial challenges that come with these expensive remodeling requirements and the owner of PIC has done a tremendous job with providing many homeowners with FREE bathroom remodeling or reduced pricing. He is an amazing individual that has helped thousands of homeowners in New England get LOW COST bathrooms installed very quickly. 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 familes in need throughout New England. We appreciate the opportunity to assist with this need.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a representative come on September 17, 2022, for a purchase. I gave a down payment and was told was I would be contacted within a week about when the services would start. I was not contacted. I called the company after two weeks and was told cannot find a lender. It has been a month and it does not take that long for a loan to be approved or not. If the loan is not approved my money should have been returned to me as the services will not be done as they will not get paid. I think PIC Home Pros LLC is hoping I will forget and will get to keep my money. I am the one who keeps calling them. I called them today and was told the person the phone could not get in touch with the finance department. Then I received a phone call and all of a sudden, they may have a loan for me by Monday. If you don't have a loan, you don't have one. Although, the contract states the consumer has 3 days to cancel the services. There has to be a reasonable time frame to get back to a customer before the contract is void. I do not want to do business with them. They cannot force that. I should not have to keep chasing them to get services and now that I do not want the services they are acting as if they care. If they valued me as a customer, they would have been giving me updates instead of having me chase them and never contacting me after the initial visit. I DO NOT WANT THEIR SERVICES.

  

  Business response

  10/23/2022

  Thank you for the opportunity to remodel your bath. I want to apologize for your recent experience and the communication. Your job has been cancelled and the process does take time but you will receive your refund. Thank you again for your feedback. We place a great deal of value on our customer's simple and joyful experience.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We ordered replacement windows on 11/6/21. We put down a $7500 (roughly 50%) deposit. Our contract stated 16-18 weeks for the project to begin which would have put us at about March 5, 2022. We got no calls to update us about the job well into April, (we gave extra time as we realize there have been supply issues with many businesses) so we started making calls. Every time we called "the person we needed to speak to was unavailable" and we left messages. We never got call backs so we continued to call them. Finally, in April, someone my husband was able to get a hold of said that the windows were in but one came broken so they were waiting for a replacement. Went through the whole spring and summer with no calls to keep us updated and "no one available" to speak to when we called. I had had enough of being jerked around so I called again and left a message that if we hadn't heard from someone and gotten a date for install by the end of August that we wanted our deposit back. That got us a call to set up installation at which time we were charged $3,689.50. Our Contract stated the money due at scheduling was going to be 1/2 that and no one called to let us know that they increased that payment amount. Installation finally happened on Sept 19 & 20 of 2022. 44 weeks after the initial contract was signed. Not only did 3 separate people who came to sell us the windows and to measure twice, count the number of windows wrong resulting in us being short 1 window, they installed the broken window! The one that came in broken 5 months earlier that we had waited all that time for installation so it could be replaced first. I put a stop payment on the remaining balance that was due upon completion as the project is not complete. We will certainly pay what we owe when it is but not before. Our experience with this company has taught us that if we pay that balance we'll never hear from anyone again and we'll be stuck with a broken window we'll have to pay someone else to fix.

  

  Business response

  09/26/2022

  Dear ******

  I am sorry to learn that you were delayed to get your new windows installed. I understand how frustrating this must have been for you. We value our customers' time, and this should not have happened. I will relay this message to the appropriate department and customer service representative. We are prioritizing the issue you're facing with our software, our manufacturers and installers so that we can correct any future delays.

  I appreciate you making us aware of yourexperience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience this has caused. Please let us know if you have any additional questions, concerns, or comments. We place a great deal of value on our customer's simple and joyful experience.

  Warm Regards,
  Ralph
  Customer Service Director

  Customer response

  09/26/2022

  
  Complaint: 18120654
  
  I do not accept the business's response as a resolution to my complaint. The issue of the broken window that we waited an additional 5 months for installation for so that it could be replaced was not addressed in this response. 
  
  ***** ******

  

  Business response

  10/12/2022

  We have noted your complaint and notified the manufacturers and departments involved. We can replace that window free of charge for you, this will make sure you get a beautiful new window once we have recieved it from manufacturing.

  Thank you again for the opportunity.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning, the contractor lead us on a lie. We were told the product we were sold was the "only product available" and this was false. PIC offers multiple product levels and the sales agent who came to my home only told me of the most expensive. The project started 3 days late, and I had to contact PIC multiple times to find out why no one was arriving. The siding team who did my home left my yard looking like a dumpster for over 2 weeks. Installed wrong roofing trim, and instead of removing and installed new trim they just put the new trim over it. The trim around my windows is very sloppy, there are many cut corners and dirt smudges on the siding panels. I have an entire wall that needs to be replaced already because of warped siding. There is caulking and glue along the outside of the windows that was not cleaned up and I have found multiple locations of dings, dents and warping in the trim work. Gutters were installed and there is severe leaking between the gutter itself and the roof. I was told we needed a licensed electrician multiple times to have our outside lights reinstalled. We waited over 3 weeks and one never showed. Instead, the warehouse manager showed up and reinstalled them without telling myself or my wife. The trim around our skylights is cheap scrap wood, does not allow for removal of the screens, and during install the person damaged drywall and did not replace it. The trim work has also started to fall and almost struck my 8 month old daughter. A 2 week project has taken over 5 months and it is still not completed. I have tried going through BJs (Installations Made Easy), who assigned us to this contractor, but results have been sub par. We tried working out a deal through BJs, and PIC has not provided any warranty paperwork, or signed letter head confirming project is complete. I have tried reaching out to the installer and never receive calls back. If I do get a response, they no call/no show the date and time we decide on.

  

  Business response

  08/08/2022

  We are so sorry you feel this way Mr. *****. PIC has installed high quality windows, siding and gutters and we feel the work was done well. We had agreed together to a significant discount on a few remaining items that Mr. ***** agreed to finish for this discount. PIC was willing to complete those items, but Mr. ***** was very interested in a large discount and agreed to this. On average during the past 3 years, our cycle time on a large project like this with three products considering manufacturer and labor shortages and delays is generally about 5-7 months to complete. The window manufacturers have been delayed and continue to be delayed 15 - 25 weeks depending on the options. 

  At PIC we care about every customer and understand that with every project there will be bumps along the way and together we work for solutions. The work PIC completed was high quality and done with care. There were some items remaining, as discussed and PIC was scheduled to finish, but the customer decided they wanted a large discount and was willing to complete themselves. If PIC completed the remaining items (which we had scheduled), the cusotmer made it clear they did NOT want to pay the large balance due because of delays. We at PIC care for our employees and their families and did not think it was fair to not pay them for the work they completed at this home, and the owner made it clear he would not pay.

  As PIC was committed to a reasonable solution to the homeowners request of not paying a large remainder balance - we both together agreed to waive the balance and the remainder of small items. If the customer would like to work out a better solution, we are always resasonable, open and fair. We have expressed this multiple times in regards to the large balance due and work that was completed on this property. We are open to discussing any remainder items and working on a payment plan of any balance due if the customer will agree to this and we always strive to help every customer or project. We thank you for your willingness to work together and you are always welcome to call/text directly at ************.

  Customer response

  08/08/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint. With multiple missed appointments, being lied to by sales agents, and the owner of the company saying he will work this personally, and then ghosting me for months, their statements cannot be any closer to truth. If there is a warranty offered on the work as stated in paperwork (which I have still not received) then we need to use this warranty to fix their work. I have never dealt with a company that is clearly unwilling to stand by their work and do what is best for their so called "customer". 
  
  Sincerely,
  
  ***** *****

  

  Business response

  09/11/2022

  We sincerely apologize for any undue frustration or inconvenience our representatives may have caused you. We pride ourselves on creating only positive interactions with homeowners even if PIC is not the best fit for their remodeling needs. It is always our intention to treat you and your property with the courtesy and respect you deserve. We did offer a substantial courtesy discount for your concerns and we appreciate you accepting the discount as discussed. If you have any other specific concerns outside of that agreement, that we can address, please give our customer service manager a call direct at ************.

  Customer response

  09/12/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I am still waiting on requested documentation proving a $0 balance on my account and all warranty paperwork from PIC. This has been going on for multiple months and PIC is failing to hold up their part of the signed agreement. I will be requesting further financial compensation and possibly seeking legal matters
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  3 weeks ago I had one of the representatives representatives come out from PIC home pros to give me a demonstration on remodeling my bathtub I gave them a $500 deposit they said that they would run it through their credit to get me approved for the rest if I did not get approved I would be refunded by $500 I did not get approved so I called several different times to find out a resolution on getting my money back put on my card But they are giving me a hard way to go refunding my $500 tell him that they have to go through different steps to give me my money back but they were very quick to take my money out of my card . Then they told me that they were going to run my credit through different creditors to get me approved and I told them I did not want to do that because it drops my credit report credit report but they are still insisting on doing that even though I got denied the 1st 2 times They try to get me the full amount I think 2 times is sufficient all I want is my $500 back but instead they but instead they give me nothing but attitude when I call. The gentleman that I was talking to on the phone pretended to hang up the phone on me and sat there for a few seconds saying nothing to me after I said hello to him 2 times without any response so I obviously got upset saying that he hung up on me but with swears so he called back and then started yelling at me over the phone and calling me names sayinghe hardwhati saidso i told him why didn'ther respondto me when i saidhello2 times and are you still there and he saidhe did but he didn't say nothing he was pretending not to be on the other end of the phone. This company is extremely unprofessional they are quick to take your money but not quick to give it back when they know they owe it to you. I would like to get this resolved in a quick manner and not have to deal with this company ever again.

  

  Business response

  07/08/2022

  I discussed with ****** and ******** today and we were unable to get them financed for the total amount and we will be issuing a refund of the deposit. We hope to service them in the future. Thank you for trusting PIC and we wish you the best with the new home!

  Customer response

  07/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17534906, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  07/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered new replacement windows for our house in Maine. Made a 50% deposit on August 4, 2021 for $12,943.19.. When the windows were scheduled to be installed in June of this year, we paid the next 25% for $6,471.60. The installation was canceled. I've called several times to get the installation rescheduled. No reply.

  

  Business response

  07/05/2022

  Thank you ****** for your inquiry. I apologize for this delay and will have the operations director get you more of an accurate date of install. We've had challenges with our manufacturers and the accuracy of orders and that seems to be getting better, but still has some issues. We appreciate you as our customer and will do our best to get this right for you. Thank you!

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got a quote for a shower install of $10,000. I gave them $1000. Deposit by check and they swore they would not cash it. My daughter is the homeowner and refused to allow the installation due to the exorbitant price as I am on SSI. I cancelled the installation the same evening, and still have not received my deposit back. My daughter has tried calling and emailing, but they refuse to speak with her. Please help me get my money back! I desperately need that 1000 dollars!

  

  Business response

  07/05/2022

  I spoke to ****** and explained our process for cancellation during these financial times and we came to an agreement together. We appreciate the opportunity for the work and look forward to assisting your family in the future. Thanks!

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov, 2, 2021, I received initial proposal for a siding job. November, 2021! This was through BJ's Wholesale that uses PIC Home Pros in my area. It is now mid-June, 2022. Delays and excuses to start the job. They say initial proposal didn't outline all of my window trim in PVC. I initiated contact numerous times, met with excuses. Worse yet, their finance company they used, ******** has activated my loan in November 2021, with no work or materials ordered! They are in some illegal scheme for interest charges with no work ***e for months or materials ordered? I want my full refund of my deposit asap and no illegal interest charged by ******** from 6 months ago when they activated the loan!

  

  Business response

  07/05/2022

  The owner has reached out to *** and worked out an agreement that both sides are comfortable with. The owner Anthony appreciates *** and the opportunity for this job and both developed good rapport personally. 

  Customer response

  07/06/2022

  
  Complaint: 17443827
  
  I do not accept the business's response as a resolution to my complaint because:

  I await what refund I will get as I do not believe it is fair that I should pay a penalty when there was no fault from me. I waited 6 months with delays and original contract terms were understated as far as PVC and window trim. Therefore, I should really be just paying the fee for filing of the permit, at the most.
  
  Sincerely,
  
  *** ******

  

  Business response

  07/18/2022

  We are working with *** on an agreeable cancellation fee if he does not want to proceed with the installation. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/4/22 I met with Justin F****** from PIC Home Pros and after three hours of sales pitch we liked the pictures we saw and and all the hype. For the most part we liked what we saw but I explained that I was meeting with two other companies and that I would not make a final decision until Monday 5/9/22 after I have had an opportunity to review all the information. He agreed with this but then said I should give him a deposit and sign on his computer so that he could send all the information to me. I reluctantly signed and provided him with a check for $2,091.74. He told me at the time that if I decide on another company, he would tear up all the information I had provided and the check. As of Saturday, I had made a decision on another company and informed Justin and PIC Home Pros that I was not hiring his company and please return the check and destroy all the information I had provided. On Tuesday, I received a call from Stacy T******* from PIC Home Pros informing me that Justin had to return to my home for me to sign paperwork to cancel my order and I needed to make an appointment to see him. Although I had never heard of this practice, I reluctantly agreed and Justin was supposed to come to my house at 9AM. He did not show up, so I called the company at 9:45AM inquiring about the appointment and ironically, Stacy T*******, had just received the message that Justin had a family emergency and would not be able to keep his appointment. They required that I make another appointment to see Justin on Thursday at 12 Noon. Otherwise I could not cancel my order. In my opinion these are very aggressive and underhanded practices for an elderly person trying to upgrade a bathroom in my home for safety. Please help me to resolve this issue. I wish to cancel any orders or contracts with this company and I want my check for $2,091.74 returned immediately.

  

  Business response

  05/12/2022

  We are truly sorry for your experience and we will take care of this for you. Our mission has always been about most caring for all our customers and we always strive to provide high quality products and services. Please reach out direct to 603-824-6163. 

*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. ↩