ComplaintsforPremier Home Pros LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 1, 2024 I paid a deposit on a bathroom remodel with Premier Home Pro salesman ********************* who along with the installation manager *****(?) promised an install by July 4th weekend. The install never happened and was later told that the "order is in" and any day someone will be calling to schedule. However, as of July ************************** to schedule the install. The salesman explained it is out of his hands at this point which makes me think that I have been scammed. After reading the numerous and recent BBB complaints and horror stories about the quality of their work I want a refund of my deposit.

  

  Business response

  08/01/2024

  Hello - According to our notes, our project manager, ******, reached out to you and explained the status of your order. As soon as the shipment arrives, we will update you on the status of your job. We will provide a soft install date prior to inventorying all material. At that point, we will provide you with a definitive install date. If you need to get in touch with anyone here at corporate in the mean time, please call us at ************ or email us at **************************************** - thanks so much!

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dates April 2024 May 2024

  

  Business response

  07/29/2024

  Hi **************** spoke with your local installation manager and they confirmed you have an appointment with our Field Manager tomorrow, 7/30. They will assess what is going on, identify any issues, and determine what is needed for ordering. Please reach out if you need more assistance thank you!

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The signed contracts promised a bathroom fan that they would provide. They did not so I purchased one myself. The contract promised a niche for the primary shower. They did not have one that would fit (only a few options) so I purchased one myself. They promised to extend the primary shower which they did not (salesman John Hopkins made a special trip to measure) so the shelves they provided would extend out too much and were not usable. The unused niche and shelves were returned to the installer **** *****. I have contacted them multiple times through emails and texts and they did not respond. I would like reimbursement from what I purchased (receipts enclosed) as well as a refund from what they charged me for those items.

  

  Business response

  07/25/2024

  Hi ******** - thank you for your patience. We have circled back internally and looked at your receipts. As a result, we are refunding you $1789.73 for the two square niche, vertical niche and exhaust fan. This check is being cut today. Thank you!

  Customer response

  07/29/2024

  Please do not close the case as I have not received the reimbursement check from them as promised. Thank you.

  Customer response

  07/31/2024

   I am rejecting this response because:

  They claimed to have issued a check on the day they received the complaint.  It has not been received as of 7/31/2024.  As previous history reflects, they make promises they do not keep.  Do not close this file as it is not resolved.
  

  

  Business response

  08/06/2024

  Hi ******** - According to our internal notes, **** ** spoke with you yesterday and we agreed to refund you the amount of of $1789.73. This check was mailed yesterday, August 5th. Thank you!

  Customer response

  08/13/2024

  I received the check.  Please close the case.  Thank you very much.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Premier home builders was to do a 2 day job installing a new tub,shower and surround. They started the week before the 4th of July the last week of June on a Monday. On Wednesday all was done Except installing the glass shower doors. Installer said he only had 3 wheels needed 4 to install the door and the HE could not come back and someone from the company would be coming tomorrow being Thursdays. No one came,No call I called company Friday and Saturday asking about when was someone coming. On July 2nd or 3rd the scheduler called ,asked what times or if Saturdays where good. Have Not heard from PHP since then . Shower doors and top track are still sitting in my living room floor.

  

  Business response

  07/18/2024

  Hi ****** - According to our notes, we were able to come out to your home yesterday and help you - if you need anything else in the future, please let me know. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Please see all communications and description of original issue in the attached documents, including conversations with the owner, ***** ********. New issue, last Wednesday (6/26) after taking a shower, water began to drip through our ceiling. I had a professional plumber out here today and he has stated that the job was not completed properly and that the pipes were not installed correctly and that an excessive amount of silicone was used to prevent water leakage. I now need to have this repaired. I am looking to receive compensation from Premier Home Pro for the cost of this repair; I am waiting on quotes for the cost of the job.

  

  Business response

  07/08/2024

  Hi ****** -  We apologize for the lack of communication issues throughout the process and would like to address some of your concerns outlined in this complaint.

  We understand your concern that you did not receive for a confirmed install date upfront. However, prioritizing high-quality, custom-ordered materials for each project creates a two-step scheduling process:
  1. Material Availability: Once you sign the agreement, we order your specific shower components. Delivery timelines can vary depending on material availability.
  2. Installer Schedule: Our dedicated installers often have booked schedules. We match your project with the most suitable installer based on project complexity and their availability when the materials arrive. 

  We understand that you were trying to align this with another contractor who was going to complete different parts of your bathroom. For these two reasons, material availability and internal installer schedule, your home improvement project will often be in a loose timeframe, making it difficult to line up perfectly with an outside contractor that may be completing other parts of your bathroom.

  It's important to note that using a plumber outside of Premier Home Pros for any work related to the shower installation may void the warranty on the materials and workmanship provided by our company. This is because we can't guarantee the compatibility of outside installations with our specific materials and installation methods.

  
  

  Customer response

  07/08/2024

  I will not address the delay in the installation as I have discussed this ad naussem but, will only say, as I have previously stated before, that I was lied to and my communications to your company were consistently ignored. Had I been told the truth, I could have communicated with my other contractor about the delay. Again, the lies and lack of communication were the issues.

  As to the to the reference about having a professional plumber fix the mess that your installer created voiding the warranty, that is absurd. You don't have professional plumbers on staff only installers. There is no way that I was going to have an installer fix this plumbing mess after the mess that was created originally by one of your installers. I have attached pictures of the piping that was needed to be repaired and what was put in place to correct the issue caused by the installer. Not only did the pipe leak but it leaked through our ceiling that we had to have repaired...a second time due to an issue with the install. If you want further details about the damage that was done to my ceiling on the first day of the install, I would be happy to supply that.

  And to add insult to injury to this entire fiasco, tonight when I used the shower the smaller section of the glass panel is no longer secured to the floor and is moving. Please see the attached photo showing that the screw that was used to secure the panel in place is no longer there. Is this something your company will standby considering it was, once again, an issue with the original installation. 

  I cannot begin to express how disappointed I am with this company and the fact that no one, not even the owner, will own up to the mistakes that were made and the lies that were told to me. 

  Customer response

  07/08/2024

   I am rejecting this response because: Please see attached email and additional photos I have submitted. 
  
  
  

  

  Business response

  07/09/2024

  Hi ****** - We have had your contract reviewed by a third party and the contract has been delivered on in full. Construction and remodeling jobs come with complex timelines and while best estimates may be given verbally, these are not to be taken as a form of written contract. As part of entering a remodeling agreement comes with a natural assumption of the project's potential timeline.

  Customer response

  07/09/2024

   I am rejecting this response because:
  The issue that caused me to file a BBB complaint has not been addressed...the faulty plumbing that cause damage to our living room ceiling and the $350.00 that we had to pay out of pocket to have the plumbing fixed. 

  I have moved past the whole, delay of installation and would like to know what you are going to do to prevent this from happening to another client in the future. Obviously, you have already written me off but, at this point I would like some sort of acknowledgement and apology for the horrendous experience I had with your company. Also, as stated above, I would like to know what your plan of action is to prevent this from happening in the future. 

   

  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to bring to your attention an urgent matter regarding the recent installation of a walk-in shower by Premier Home Pros at my residence on 4/16/24. Following the installation, I encountered several issues including a lack of running water in my sink and non-functional outside faucet. Subsequent investigations by two different contractors revealed that Premier Home Pros had inadvertently caused these problems while changing the water lines during the shower installation. Despite multiple attempts to address these issues with Premier Home Pros, including visits from their field managers, the problems persist. The latest assessment indicated that repairs to the pipes inside the wall may be necessary to resolve the ongoing water leakage from the shower faucet. However, it has been 10 days since this assessment with no contact from the company, despite my numerous attempts to reach out via phone calls and emails. The lack of response is frustrating. The problem needs to be fixed. Paid: 15,891.00 Occurred: April 2024

  

  Business response

  07/01/2024

  Hi ***** - We've reviewed your comments and are reimbursing you in the amount of $550. Jake Waters should be reaching out to you, if he hasn't already, to discuss the reimbursement. Thank you. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They owe money to me and to others that use to work there.

  

  Business response

  06/20/2024

  This is a former employee and we have already addressed his concerns directly. We wish him the best of luck in his future endeavors. 

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December I signed an agreement to have a wall in the shower toilet sink and flooring put in, all was going well unto my installer got sick, and they sent out another installer who was lazy and did not complete the job. I had been going back and forward with the manager ****, to get my flooring completed, who has told me on several occasions various lies. The latest one in February 2024 that my floor tile was on order, I had called several times, and spoke with others in customer service, they took the information said someone would call in 24 hours no-one called. Next, I started getting calls from Aqua finance(they finance the project) resolution dept, when I inquired why, I was told because Premier called them to say I was upset, yes I am but not with them. Finally, on 4\26\24, I spoke with **** who told me that **** was let go and he was the one who would handle my concerns, I explained to him the floor was not finished, the toilet started running on its own, and we had to tighten the sink, the shower had a dipped in the floor, he stated he would be out the following week, never showed up, I called the following week and he stated he has been around **** putting out fires, and stated my flooring have been ordered. I have asked for an item bill since the beginning of the transaction, I feel that the company is playing games, I'm not that person, I want my bathroom finished, and my itemized receipt, if this can not be completed they can pay for the project themselves! Also, I have recorded phone calls and text messages for prior conservations

  

  Business response

  05/20/2024

  Hi ******* - Thank you for reaching out regarding the unfinished flooring in your bathroom renovation.

  
  We've reviewed the project details and identified a solution for the area under the radiator. Our team will be in touch within the next few business days to schedule a time to remove and reinstall the flooring in that specific section. As far as the itemized bill, we are working with our internal team and will email something over to you. Thank you. 

  Customer response

  05/28/2024

   I am rejecting this response because: Although there claim the flooring is in and have set an appointment for June 5.

  I have not received and itemize bill yet, in which I have been asking since December,2023.  I also. Have asked about the life time warranty,  When speak to **** I express to him there is a dip in my shower floor and he was going to come or send someone out, has never happened.  
  

  I am at a point where I do not believe anything they say.
  
  

  
  

  

  Business response

  06/06/2024

  Thank you for reaching out to us regarding your bathroom remodel. We appreciate your request for an itemized receipt.

  At our company, we provide a comprehensive quote that includes all labor, materials, and associated costs. This approach allows us to offer competitive pricing and streamlined project management. By consolidating all expenses into one inclusive quote, we can focus on delivering high-quality results and exceptional service without the complexities and potential discrepancies that can arise from itemizing each component separately. 

  We believe this method ensures clarity and consistency throughout the project, and it enables us to maintain the high standards we are committed to. If you have any specific questions about the costs or any other aspect of your remodel, please feel free to reach out. We would be happy to provide further clarification and address any concerns you might have.

  
  

  Customer response

  06/12/2024

   I am rejecting this response because:
  When the salesman came to my home back in December, 2023, I was told I would receive and itemized bill along with papers  for my lifetime warranty n the work done, the only thing I received was from the  finance company showing I paid $15,000 for a bathroom and $6,000 finance charge and my interest rate.  I want to see where I  received the $1200 discount that was posted on your website, I want see how my deposit was deducted. As a consumer I have a right to see what I spent $15,000 on; by law I have a right to an itemized bill, sorry I can't except your excuse for not producing what I have ask for since December, while you salesman insure me I would get a itemized bill.  ******* ***********
  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We gave them 3693.00 to start work on a bathroom on March 26, 2024. As of yet no work has been done, can't contact anyone, no one has called us to let us know anything get the complete runaround. Very frustrating just what to have our money refunded and move on it's been 2 months and no progress just what money back.

  

  Business response

  05/09/2024

  Hi ***** - Looks like these materials were just received yesterday (5/8/24).  It was just updated to ready to schedule in the system. You should be contacted by end of week to schedule your installation. Please call us at ************ or respond to this message if you have any questions at all. 

  Customer response

  05/10/2024

   I am rejecting this response because: of the time it took for them to get any contact with us. they only called after we made complaint to the BBB. Would just like to have our money refunded and move on, no trust that this company will come through with what they promise.  
  
  
  

  Customer response

  05/14/2024

  The company also said after measurements it will take another 6 weeks to complete the job. Totally not satisfied no trust at this point, just need refund of down payment and go our seperate ways. 

  

  Business response

  05/15/2024

  Hi ***** - According to our notes in our system, your local installation manager has been in touch with you to come to a resolution. If you need more assistance, please do not hesitate to reach out via email [email protected] or through this platform. Thank you. 

  Customer response

  05/17/2024

  We would like to resolve this matter by returning all or a least half of our down payment back and move on.

  Customer response

  05/21/2024

  [[BBB transcription via email]]

   

  Our names are Mr.& Mrs. ***** *****. BBB claim #********
  Complaint against Premier Home Pros Company
  
  Starting Date: called the co. for appt. March 26, 2024. Two salesmen came out to the home approximate 6 or 6:30pm. ******** ***** & the other young man in training.
  when ******** was going on about the high quality of their workmanship and material guaranteed of durability, he took pictures of our bathroom shower, and was quote: $19,922.00 and was able to offer the total package for $ 13,1750.00.
  it was for a total demolished down to the studs. ******** said it may take two days of completion instead of one day job, due to the angle of our shower floor.
  
  ******** ended our meeting with a down payment of $3,693.00 from us and a signed agreement for them to do the work. And a person will call us the next day for the demolished date and take measures of the shower floor.(name ******). Never received a called, until I called on the third day (business day) of our contract, didn't get a answer left a voicemail. No response until the 4th or 5th day. ****** called us and he had to get with his manager, and give us a date and day for the demo(never called). I called the company again, now it's about a week in half sense our agreement. Talk with a man name **** a manager from their home base Co. in **** who came out to the house to measure the shower floor. He measured the inside shower & floor, he said all that it's need to be done is the basic shower and floor doesn't need to be totally demo down to the studs. I ask him what happen to ******?  he said he didn't show up for work one day and quit and he came from **** to the **** office to help out.
  
  I called the company the next day (never them calling us), spoke with a man name ***** project manager in the **** office, about reducing the total amount lesser, didn't  get a straight answer,  that's when I ask for our refund back after I told him what **** said that the shower didn't need the whole shower and walls demo just the shower & floor only. ***** said NO to the refund because it was past the three days contract days, I told him I did call within the three day, but no one responded back to my voicemail or pick up the phone until the 4th or 5th day, ***** also mention that it will take a additional another 6 week for the supplies to come in. Now I'm well into two weeks if not more. ***** said a man name ***** will call you to start the project. NO phone Call. I called ***** to let him know I never received a call from *****, he replied I will let him know and he probably finishing up other projects. Never called!  until May 9th after we have submitted the complaint to BBB, I told him we want our deposit back, he said ***** handles that.
  Now it's May 18, no calls, and I haven't called them.
  

  
  

  

  Business response

  05/24/2024

  Hi ***** - We have spoken internally and a representative will be reaching out to you to discuss next steps. Thank you. 

  Customer response

  05/29/2024

   I am rejecting this response because: What does reaching out to us mean, and what is the time line you are talking about? Phone call, Email, or text? It's difficult to contact anybody at your business, be looking for contact. 
  
  
  

  

  Business response

  06/04/2024

  According to our internal notes, this has been resolved and is closed out. 

  Customer response

  06/04/2024

  Complaint was resolved with the company, money refunded all is taken care of wish them all the best in the future  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold on a custom built vanity. That is far from what I got. The dry wall around the install was ruined, there were holes all around the sides (I have pictures to prove). When the first round install went in, they broke the countertop and I had to wait weeks to get another leaving the bathroom non-usable. Then they sent out someone to "fix" the issue. He caulked holes, and added some extra pieces to patch holes. The caulk was done horribly, it's already cracking, and the vanity now has a chip in it. The product is awful, and now I have to find a true builder to remove and replace because it's not fixable. I have tried to reach out via phone, and e-mail and nobody is responding to anything. When I get to the call center they put me on a list for management to call and management never calls. I just want some or all my money back. This job is awful, and the vanity is FALL smaller than what I had.

  

  Business response

  05/09/2024

  Hi ********* - We understand your concerns and are doing our best to ensure you are satisfied with your new vanity. Our vanities are custom built to size based on what is currently in place. We installed the vanity size Ms. ***** ordered. Her old vanity that was removed, was recessed into the drywall.  This created an unfinished area that was not part of our contract to repair. Our installer was also told by Ms. ***** she was going to be installing tile around the entire vanity area. We sent our service tech out, free of charge and as a courtesy, to mud the drywall around the vanity. The caulking the customer is referring to was installed for temporary water seal until the parts we ordered arrived. We  agreed to order a backsplash and side splash to cover other imperfections. These parts just came in in the last 24 hours (as of 5/9). Our service tech will be calling to schedule the installation of these ASAP. 

  Customer response

  05/09/2024

   I am rejecting this response because:
  I don't want the backsplash provided by the company. I want a refund for what I will have to pay to fix the walls around this vanity. The walls around it, below it and above it are ruined. The Caulking is already peeling apart and the puddy around the sink drain is literally BROWN and flaking out. It looks nasty and it's only been in a few weeks. The vanity that was installed is already chipping - terrible quality.

  A comparable vanity for what I got is $974 -- I understand labor for removing my current vanity and putting in this awful one is time spent, so that is fair.

  Similar vanity: Gazsi 36 in. W x 22 in. D x 34 in. H Bath Vanity in Classic Blue with Grain White Composite Stone Top (homedepot.com)

  There was probably a total of 5 hours of labor between the two guys that came here. Let's call that $500 assuming they get $100 an hour which is generous.

  I am proposing to keep this vanity and get a refund for quality and for the amount I will have to pay a real builder to come fix it of $2,226.

  Or - come get the vanity out and I'll take a refund for the whole thing. 

  
  

  

  Business response

  05/13/2024

  Hi ********* - We agreed that the best way forward was to order a backsplash and side splash to cover imperfections. These parts just in came last week and our team is trying to schedule an installation with you ASAP. We believe this is the best way to move forward to make sure the vanity area looks great and satisfies your needs. 

  Customer response

  05/14/2024

   I am rejecting this response because:
  
  The backsplash has already been presented to me, they came and showed me it last week and I believe that those pieces would make it look worse so I told him to take them back. This also would not fix all the damage to my walls that are still visible on each side of the vanity.

   

  No thanks on the backsplash. I either want partial money back for the damage / bad job -- or all of it back and you can have your vanity back - just come get it out.

  Customer response

  05/17/2024

  Hello,

   

  I had a builder come quote me this morning, and to be able to fix the damage done to my walls it is going to cost me $600. 

  What is going on here with a response about a refund? Will I be getting my money back? I am fine with someone taking this vanity back. It's terrible quality anyway.

   

  I need an answer on what is going to happen so I can either schedule this builder to fix what is broken, OR schedule him to build me a true custom vanity.

  If the vanity will not be removed, I am requesting that I can have the paint of the color of the vanity as the fixing of the wall is going to chip it -- and I will need to then repaint the vanity.

  

  Business response

  05/21/2024

  Our installer took the side and back splashes out to install them around the vanity, but we understand that the customer declined the service. We also offered to install tile backsplash and mud/drywall around the vanity, which the customer also declined. At the beginning of the installation, the customer told our installer she was going to put tile around the entire vanity. Since the customer has declined three of our potential solutions, there is not much else we can do to satisfy these requests.

  Customer response

  05/29/2024

   I am rejecting this response because: the backsplash would not cover the issues to the walls -- and honestly would look worse than what is already there. I really am just looking for a refund at this point to get someone in here to actually build me a vanity  -- that or fix this terrible install.

   

  PLease let me know what you are able to do -- I cannot afford another $3,700 here -- and this job is so terrible.

   

  
  

  

  Business response

  06/04/2024

  We installed the vanity size Ms. ***** ordered. Her old vanity that was removed, was recessed into the drywall.  This created an unfinished area that was not part of our contract to repair. Our installer was also told by Ms. ***** she was going to be installing tile around the entire vanity area. We sent our service tech out, free of charge and as a courtesy, to mud the drywall around the vanity. The caulking the customer is referring to was installed for temporary water seal until the parts we ordered arrived. We  agreed to order a backsplash and side splash to cover other imperfections.

*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. ↩