NEWPRO Home Solutions
Reviews and Complaints

Contacted Kohler about their Lux Snower Collection. Ready to buy.Someone from Newpro called me to set up an appointment on Friday, 11/6. Appointment was scheduled for Saturday, 11/7.My wife and I drove from ***, *** to ***, *** to make the appointment. The salesperson from Newpro never showed.I subsequently called on Monday and talked with a manager. He apologized and rescheduled for 11/10. Salesperson arrived on time, took measurements and provided a quote. Although they wanted to close the sale that day, I felt the price was too high.Received a call from another telemarketer on 10/13 wanting to schedule another appointment for a higher level closer to review the project and promised to "make an offer I couldn't refuse". I emphasized the previous "no show" and insisted they call me to confirm if they can't make it.This aroused my curiosity and I agreed to meet on 11/16.Once again, we drove from ***, *** to ***, . Once again A NO SHOW!Shame on me for falling for this again . . . .

I had Newpro send someone out to repair and adjust some windows in my home. *** called first with an ETA and was promptly there! He was very professional and courteous, showed him the problems and he got right to it. He showed me how my windows worked and how to prevent problems in the future in case any of the windows were not aligning correctly. I learned a lot about my windows and felt very good about the whole experience. I am happy with the quality except for the metal stops - they obviously break too easily and seem as though the metal is too thin for the window itself. Otherwise great product and very efficient. *** was the icing on the cake though, as he made the customer service end exceptional! *** definitely has the best customer service in their wrentham office. The receptionist was also very helpful and courteous on the phone when I called. She called me back for an appointment which is unheard of these days when trying to get customer satisfaction. Like I said they put the customer first and it showed! Thanks again

removed our old tub and installed a new shower system. He was right on time, prepped the area well to ensure as little mess as possible. He was very friendly and polite. We had asked that workers coming into the house would wear masks and they did with no problem, all day. He spent time throughout the process explaining to us what he was doing and why. When done he cleaned up everything. He again explained to us what he had done and how to use the shower in the future. In the process of installing the shower he removed the bathroom door. After the installation he replaced the door. At that time he noticed that the door did not shut easily, I explained to him that when I replaced the door k*** and the latch face plate several years ago I had not gotten it to fit exactly and thus the door always was tight fitting. He asked if I would prefer that it fit smoothly, and then proceeded to put in new longer screws and the door now shuts perfectly!The shower not only looks super it gives a great shower. All looks perfect and works great.

We decided to have our bathtub converted into a shower and received a quote of $6500, complete with glass doors, from a national company. We then called NewPro to compare options and price. They quickly sent out their salesman the next morning who cleverly snuck in stories of his tractor purchase and how he went way over his budget to get quality. He tried making us think that the pattern that we wanted was being discontinued and we had to act fast by sending out a text to see if it was already too late to order it. After wasting 2 hours of our time and making it look like we were getting discounts for our age and 50% off of labor he gave us a price of $20,500. When we told him that was outrageous he quickly told us that by changing our pattern and color the price would drop by $4,000. After telling him that he was ripping us off he quickly left. During the next week we received 3 phone calls from NewPro offering to start at $14,000 and offering to find other discounts to help bring down the price even further. We refused to let them back in our house and chose a third company to do it for $7,500.

I inquired about a corner shower unit well before the holidays last year. ( September/Early October) After giving me an estimate; I paid cash for 90% of the job to be done with the other 10% paid when job was completed.. It was one postponement after another, as I had one excuse after another about, (someone didn't measure it right, it was the manufacturer out of California's fault, they couldn't find one of my pieces of glass to the shower, or one of the guys got a flat tire heading to me house, etc.) They put a temporary curtain rod in place and just this past Wednesday it was finally complete. I have 3 holes in my ceiling from that curtain rod that was not fixed upon removal of the curtain rod. I have also recently noted as I am awake and alert,( work the night shift and stated this to the servicemen as I let them in that morning), that the shower door has a lopsided gap at the top and that matching border they had sitting in my bathroom for over 2 months was not placed over the drill holes they made in the shower walls for the curtain rod. For a price tag of over $12,000 for a corner shower unit this is outrageous!

To whom it may concern, On Friday, September 11, Dominic was scheduled to perform several repairs on a few of my *** windows. I would like to note that Dominic was very professional, personable, courteous, attentive, and displayed exceptional customer service skills. He arrived on time, introduced himself, and presented with his Covid PPE. He reviewed the details of the work that he would perform during the service visit. As he worked, he kept me abreast of what he was doing. In going above and beyond, he informed me of other small repairs that he should address, with my permission, to maintain the function, safety and integrity of the windows that he was working on. On the professional side of things, the work that he did was flawless and done in a very timely manner. In my 30 plus years as a homeowner, I have had a multitude of companies perform new installations and made repairs and/or adjustments to existing structures. Dominic is one of the best service providers who has come to my home. He is a valuable representative of your company and its long standing history of excellence in product and services. Thank you very much. Sincerely, Maria

Newpros *** Master Elite roofing system appears to me to be unique, and a quantum leap above any other roofing system Ive seen or heard of. My present house, which I purchased 6 years ago, had a relatively new roof (about 12 years old) with ice dam protection on two sections. However, the last owner explained that heating cables were installed because the ice dam protection did not work. Although I thought that the roof would last at least another 8 years, it was clearly evident that it needed to be replaced soon. A local handyman said that he has seen roofs needing replacement after only 10 years. So, I searched for a premium system and a reliable roofing company, not just one with its signs about in the neighborhood.My close friends highly recommended contacting Newpro, because Newpro replaced their windows several years ago. They said Newpro is still family-owned and reliable. After Newpro showed me the materials and explained the *** system, I moved forward with Newpro. The management team was passionate about service throughout the process, and ensured that my questions were promptly answered. Im confident it will be a good roof long term. Also, great to dispense with the roof heating cables!

When I bought my new (old) house, I knew the bathroom remodel, specifically the demo, was going to be a serious job. There were 50 year old tiles from wall to wall, an odd sized iron bathtub that had to be removed, and the floor was a mud bed (cement) supported by metal strapping. My *** representative was Mat Van Leeuwen. In addition to being super friendly and punctual, he is also evidently a demolition cyborg built by *** to tackle bathrooms no mortal could ever hope to best. Seriously, this guy worked insanely hard to get it done. He even built a gorgeous shelf at the foot of the tub to fill the gap left by the old tub. The bathroom looks absolutely amazing. You will pay a premium to have *** take care of your home, but it is more than worth it. A bathroom remodel could very well be a once in a lifetime job, if it is done correctly. Plus, they offer reasonable financing. *** also stands by their work with a guarantee that lets me rest knowing that water is no longer creeping into the floorboards. I strongly recommend *** to anyone who wants the job done right, and as is my case, anyone who wants their bathroom to be something far beyond a room of function. Thanks guys, I'll be back for my roof next year.

The service call today by *** and *** of New Pro Windows went very smoothly. *** is the promising trainee and *** is a good trainer as well as an experienced and approachable serviceman. They had arrived at the beginning of the projected service call period and, together they made quick work of installing one of our triple-glazed window units which had developed condensation between two layers of glass. They were in and out of here in less than a half hour and even were able to tighten up the spiral s*** devices on the first window and replace some worn out weather stripping on another window. We wish that the office portion of the service call had gone as well. It took over three months from first request to completion of our life-time guaranteed work. After the first appointment was cancelled due to cracked glass on a replacement unit, we had to *** to find out about the second appointment instead of being called once the second replacement arrived at the local location. But, we are happy with our replacement window unit and hope that this one lasts longer than other ones that we have had to have replaced. Most pleasant was the fact that there was no charge for the labor involved; perhaps that was the accommodation the office made for our delayed service.

In the 40 years I have been in the construction field, I have never seen a team so dedicated and professional, this team from coordinating the project to the very end of install was simply the best that I have ever seen. The entire Newpro Staff that started my project were to the highest level were quick to look at the scope of work, showed me the different products that were available, ordered what I wanted right away and scheduled my project right when the product came in. The dumpster was delivered on time as well as the electrician to do all the disconnects was right on schedule. The siding crew that came were the best crew full of hard workers that were dedicated beyond any experience that I have ever seen, they were thorough from beginning to end, these guys showed up at 7am and left at 7pm every day until the project was complete, my wife and I were quite suprized to hear hammers working at 7am on a Saturday morning. This crew went above and beyond to make sure this project got done and at a top craftmanship finish, cleaned up everything, did extra work that they really didnt have to do and at the end, did a total walk around to make sure I was happy with everything. The electrician came the last day of install and did a great job on the reconnects. Thank You to *** D, and all the guys at HI and Thank you especially to *** and the whole siding crew that installed this project at my home, Simply the best! Oh and of course ***. Thank You!

I would advise people to stay away from ***! Starting with person scheduling the appointment all the way up to the Regional Sales Manager. I requested a free quote from their recent commercials. It all started with the scheduler who asked that all homeowners be available for the appointment, which they were because I am the home owner. Two guys arrived for appointment on August 21, again questioned if ALL the homeowners were present. AGAIN I WAS THERE AND I AM THE HOMEOWNER. They came and measured and explained the process to me, which was fine. By September 2 I still had not received my quote so i emailed one of the guys who came to house = crickets. I called main number on the 4th and explained i want my quote and she explained because i hadn't signed a contract could be the reason. How could i sign a contract for something i had no quote for? Again i called on the 8th and this person questioned me again regarding homeownership. Asked that the Sales Manager give me a call. Someone finally told them i wanted my quote and received an email with the pricing. $50,862 for 23 windows but with their discounts the price would be $38,655 - such a deal right? Seriously i don't care how good your product is, but $1,600 per window is a tad excessive. No wonder they didn't submit right away! Finally Sales Manager called me on the 11th, explaining about the questions regarding home ownership and he said "becuase it is very complicated and we want to make sure everyone understands". So basically the fact that i am a woman and own my own house, apparently "women" can't comprehend things of such nature. Just totally disrespectful throughout this process and the quote was totally BS. I would never refer anyone to this company. They are out of touch with reality and the new millenium. Totally disgusted with ***.

Where do I begin. We had a tub and shower installed in January and it's been a nightmare since day 1. The sales person, ***, sold us the world, told us we could have everything we asked for like it was no problem. Crew shows up to install and looked at us like we were crazy. They had never heard of full length wall panels, something we were told was possible among other things. *** also FORGOT TO TELL THE INSTALL CREW WE HAD A SLAB AND NOT A BASEMENT! Then NewPro had the audacity to try to charge us an extra $300 for "extra work due to the slab". The install crew had to cut some of my baseboard heating because apparently *** had not measured exactly right. We were also told the install would be 1 day. Nope! took 2! Then NewPro has the audacity to ignore my calls for a couple hours while I try to get this sorted out. eventually it gets sorted out after hours on the phone with various people.Fast forward to June 2022, I make a service call because the caulking in my tub is falling out and water is getting behind the paneling (only a year and a half later mind you). Well NewPro doesnt have anything available for another month because they only work 8 to 3 or something, and do no work on the weekends.Again fast forward to july , I take a day off of work and NO ONE SHOWS UP! I made 20 phone calls over 3 hours and had 2 calls returned. I was told the service ticket never got finalized, no one would be coming today, and since it was FRIDAY at 12 in the afternoon NO ONE WOULD RESOLVE MY ISSUE UNTIL MONDAY. I was told to "MANAGE MY EXPECTATIONS".So now I've lost a couple days of pay and I still have a leaky bathtub, and no one has plans to fix it.Avoid NewPro like the plague people, please. dont end up with this headache and hassle.I paid about $7,000 for the privilege of this nightmare and I dont want you to make the same mistake.

We were looking to get fascia on house wrapped. When we called we were told this wasnt something they could do. So we went in thinking we would get a price for vinyl siding and was happy to know estimate was good for a year no decision would have to be made that day.The day *** came out he asked what we were looking for. We explained our conversation from the other day and he said no problem I can wrap the house We walked around did all measurements and we were getting windows replaced and we have poles that were going to be fixed also. We went to figure out price and this is when things went downhill.The price was given it was a little high so my husband and I took getting our poles fixed off. We were also given discounts for military and the price dropped to $11,? (I dont remeber the exact amount) *** said wait I can probably get you a little more off. Next thing you know our price went up to $12,?. We questioned it and he said oh well I forgot to add something it happens when you go back and forth on the screen. Then he proceeded to tell us WE HAD *** MAKE THE ***DAY. This is the opposite of what we were told on the phone. He proceeded to tell us we were spending over $10,000 so he whipped out a flyer with vacations on it and said you get to pick one of these. Now we were feeling like we were in a time share tour. We asked again if we could have a day to think about it. *** told us *** decision had to be made now. We told him sorry it's to big of a decision to not talk about it. *** then told us we should of made this descion a year ago and that his boss would be happy we said no because they didnt really want to do this job. The entire time he kept telling us how much is jobs he does usually cost and ours was just not worth it for him and told us good luck finding someone else to do it. Very unhappy dont tell someone the estimate is good for a year and then tell them to make decision that day. "

We started the process of replacement windows June . They were installed in Oct 2021 and out of all of them, there were only 2 that didnt have nicks, scratches/cracks in the glass, dents. When asked about these defects, the installer said its easy to bang the window coming in and dent it, or cut it when unpacking. Not the answer we wanted to hear. *** was amazing in terms of customer service and had someone out the next day to look at the windows. *** came and said it could have been a factory issue. The decision was made to reorder the damaged sashes. They finally arrived in *** 2022 and *** came and installed. He was fantastic. He took such care unpacking every item, unlike our original install crew. He found when he came that they failed to order 4 sashes. He stated he would ask them to rush order and told me I could request him to return and finish the job. His customer service was excellent. From that *** date until the 3/10 I heard nothing from Newpro. *** had since left the company. It took 4 phone calls to finally get someone to call me back. Then I got the run around. I was told I would get a call back after looking into it, never did. Finally after speaking with Heaven and *** on 3/18 I was told the 4 sashes were not there and they would rush order themagain. Heaven said it would be 3-4 weeks. 4/13 I call again to get an update and *** states they walked the whole warehouse my windows werent in, but would be on the truck the following Monday. 4/15 Heaven calls and says they are in and we set up install. *** and *** came on 4/29 and finally finished this job. They were amazing. Professional, on time, careful. No complaints with them at all. The lack of communication, due to staffing changes or whatever made this project such a hassle. A 3 month project, took 10 months. Would not recommend this company, unless you have the time to chase them to get your job done.

Since we were interested in the *** shower, *** was the only choice, we setup an appointment and was told it would be 60 minutes and we would receive a quote that was good for a year. *** was late arriving but we did receive a call that he was running late. When he did arrive, he started talking about a walk-in tub and we had to stop him to let him know we wanted the *** shower, from there he went into his sales presentation that dragged on and I asked a few times to get to the point of what WE were interested in and the presentation continued to drag on. Think it probably ended up taking close to 2.5 hours. Finally were presented with the quote, which was a lot higher than expected, and then the *** car salesman pitch came out, saying since it was the last day of the month, they were offering 50% of installation but we would have to sign today. Since the invoice is not itemized and of course every option we choose was an upgrade so more money added on, we asked what the difference would be waited and he could not answer that question. Since we wanted the *** and we were talking it over, *** went back up to our bathroom to take some additional measurements and pictures. We agreed and singed the paperwork. We were using their financing, we got approved but *** kept asking us to put some money down, which we kept saying no to and he finally left. After *** left we went up to the bathroom and notices our towel bar had been ripped off the wall and was one the floor. It would have been nice if *** mentioned that he had an accident and knocked the towel bar off the wall instead of just saying nothing. No big deal, we fixed it and waited for the installation date.Installation was scheduled about 6 weeks after signing the paperwork and *** G showed up on time and got to work to remove the existing tub and installing the *** shower. He had provided updates as he went along and asked if we had some touchup paint has he had caused some minor damage to the wall and if we did not have any of the paint he would fix it up. We told him we had the paint and would fix it ourselves. At the time of completion we were on work meetings and just quickly looked and and the shower looks good and we basically told not to use it for 24 hours.After our working meetings we went into look at the bathroom and noticed the towel rack was again partial knocked off the wall, damage to the wall on the other side of the bathroom and the new exhaust fan glass all scrapped up. Understandable that the *** panels are large and that the bathroom is a small space that accidents can happen, we just wish things were pointed out to us, like he had dome earlier for the issue with one wall.*** had called a few minutes after the install and asked how it went, since I had only quickly seen the shower after the install because I was working, I said it looked good.Well once would could use the shower, water ends up splashing under the doors and water ends up on the floor and the floors needs to be towel dried after taking a shower. Spending this amount of money on the shower we should not have that amount of water on the floor after a shower. We reached out via email to *** and had difficulty get a proper response and most of the time I was told that my emails go to spam, I also took the survey they sent me and once they received the results someone called me to discuss the results. Seems like it would be addressed and they scheduled to come out to look at it, the time was schedule and then on the date and time no one showed up and no one ever called. I contacted ***, who had his cell phone and I was very upset as I felt that they disrespected out time with them not showing up or ever had the courtesy to call.They schedule someone else to come out the next day and when he showed up, it was the person who was supposed to come the day before and he complained to me that I got him in trouble with his boss. He failed to listen to me what the problem was with water splashing out from under the door. The other person that was with him agreed with me but *** told me it was because I turn on the water on first before getting on the shower, which was a ridiculous answer. If you do decide to use *** and a *** is being sent to your house, I would ask them to send someone else, as he was pretty arrogant when he was at my house. When he left he did not explain anything that he did but all it looked like he did was pop off a plastic piece and put some much silicone adhesive on it that it was all over the floor as well. He left and said don\'t move the doors or use the shower for 48 hours.After 48 hours, we used the shower again and the water on the floor is now worse and the doors now sometimes make a grinding noise when moved, which never occurred before. Now of course, there is so far been no response from *** about how they intend to fix the issue.The did eventually send *** G out again and he made some adjustments to the door and and also fixed the towel rack that he had broken and sincerely apologized for that, *** G is very good and professional and he explained that that door should not really be used on the shower pan that was installed. *** goes back to the sales process, which was horrible, as we were told we needed a "custom" base, which looks like it was picked up from a bargain outlet.I had emailed the owner *** who just had some person *** me and when I called *** back and left a message, never heard back again so don\'t expect any type of customer service. *** had called me end of Dec. and offered another door but the bottom of that door is the same of what we have so it is not going to make a difference. He also said he would not stop calling until I was satisfied but have not heard from anyone since so we just basically now have a real expansive shower that leaves water all over the bathroom floor.'

I recently had roofing, siding, and gutters installed and completed by June. 1st winter approaches and I noticed that my ceiling was all wet and dripping water. On January 1st of 2020 I notified Newpro in which they came and address the roofing/Gutter issue that had developed due to the sides. According to them when the gutters were put in place they lifted the ridge which then allowed for the water to drip behind the material and causing said leaks in the ceiling. On 2/1 I then became in contact with *** at Newpro in which he would work with the Insurance company to get me paid out so that I can then hire a contractor to come out to replace, repair and paint the room in question. Every time I call or email there is no response from him until I continue to email and call him. I was told they would cut a check for the the $5000.00 to which I wouldn't have to pay anything out of pocket and deal with there BS after the fact. Now they are basically they are telling they never filed a claim with there insurance in which I have emails them stating different. All I'm seeking is the $5000.00 to get them repaired and now aggravation fees for wasting all this time emailing calling and having to file with The Complaintsboard.com. This could have been settled quickly if they weren't trying to brush this off.

On 9/7 I entered into an agreement with NewPro for a tub and surround installation. I was told that they were looking at a *** week window for materials and should expect installation mid-late December. We made a $4750 deposit (the rest financed) on the $14,750 job.I called in mid-December and was told that the last of materials to arrive should be coming that week. I asked if they thought it may be possible to have the install during the holiday break since my husband and I are both teachers. I was told that this would be noted. I never received any calls or emails to say that the materials had been delayed.Fast forward to the 18 week ***. I was told, again, that the last of the materials were set to arrive that week, and that I should be receiving a call to schedule the install. I still never received the call. We are now at the 22 week ***. I have called 5 times over the last 2 weeks and left messages. My calls have never been returned. If the materials are still delayed or something happened with our project, I would just like the courtesy of a phone call. If they are not going to be able to complete the job, I would like to know that as well. I did mention in my last 2 messages that I would be contacting the Complaintsboard.com. There is no reason that with a company this large that my call should not be returned.

On 6/15, I contracted with your NewPro to have a Kohler walk in tub installed in my home at ***. The contract amount was $20,700.00. On 6/21, the contract was amended to include a gooseneck shower for $1,335.00. On 6/21, my NewPro promotional account with GreenSky was charged for $10,350.00. Also, I paid $1,335.00 via credit card for the addition of the shower package. I have made monthly payments of $862.50 from 7/15 through 10/18. My GreenSky payments total $3,450.00. Total of all payments including the shower addition total $4,785.00.On August 9, NewPros team arrived to install the tub. However, before any work was started, the *** of the project noticed that my commode was leaking condensation into my basement laundry room. He looked around and took several pictures commenting that he wished their sales person had taken more pictures the day of contract. He notified me that until a contractor deemed the room secure enough for them to install the tub, they could not proceed. He also said that someone would contact me that afternoon. I never received a call. I contacted three different contractors but none of them had time to work with me. On 9/10, I attempted to call NewPro but had to leave a voice message. On 9/14, *** returned my call. I notified him of my dilemma and asked if they could recommend a contractor to look at my floor. He told me he would have the *** of the project call me. I still have not received that call.I no longer have time to deal with this. Since September, I have been undergoing extensive testing and was diagnosed with breast cancer. I had surgery on 12/7 and will begin radiation therapy in January.

I signed a contract with Newpro to have a tub to shower renovation at my mothers home. The initial meeting with the sales reps was great. However the install was awful. When the installers arrived it was raining. They stated that unless there was a place for them to work inside, they would leave. This was not told to me during the scheduling. I called the service number and was informed that the installers are supposed to have tents with them to work outside in mild inclement weather. Ultimately it stopped raining and they proceeded with the instal. After they were finished they stated they didnt have the shower door with them. The shower door was standard size and did not need to be ordered but they didnt have it. Leaving another 2-3 weeks for that to be installed. Finally, the installers left a huge mess. I sent photos to the sales rep, who eventually deducted only $200 for the mess. A mess which I had to clean in order for the bathroom and house to be liveable. There was dust, debris and tile all over the bathroom and hallway. 2 weeks later the door was installed without issue. 5 months later, the shower head began leaking, approx 2 gallons of water a day. It was safety issue since my mother didnt see the water and slipped getting into the shower. I called and scheduled a service appointment. The technician looked at the fixtures and said they needed to be replaced, and it would only take a few days. 4 weeks went by and I had to call again to figure out what was going on. The installer was scheduled between 8am and 10am. After the time came and went, I called the service number again and was told there was a mistake with scheduling. They were going to call me back to reschedule, they never called. I finally got in touch with the general manager who sent a tech out to replace the fixture.. 3 days later the shower is still leaking. I called the manager who said hed call me back. I never received another call. Awful service

The installation completed and I noticed an issue with the shower head leaking water even when the shower pull is not in the "shower" position. I complained shortly after the project completed and they sent someone who was not qualified to diagnose the issue. I have tried numerous times to call and email since to gain resolution with a licensed plumber. Initially the covid lock down made sense why I didn't receive a response. I finally was able to reach someone in June to receive a response only to find nothing was being down about my issue. I had emails back and forth for well over a month trying to schedule someone out. The second person was still not a plumber and did not resolve the issue. Phone and emails went back and forth again for several weeks until August when a licensed plumber came out. I expected to receive follow-up after the plumber acknowledged it was probably incorrectly installed by the subcontractor plumber back in March during the original installation. I may have water leaking behind the wall and won't know until the wall is opened-up. I haven't been able to receive a response despite multiple voicemails left with ***, someone who is in charge of correcting these types of installation issues at ***. I have also called the main number for the *** office only to be told someone will call me back - and has not happened in 2 months after several attempts. So, a faulty installation and/or warranty, nothing is being resolved. Part of paying more money was not just for a quality bathroom with correct installation but also for the lifetime warranty. Apparently lifetime warranty is not being honored either and I can't even get a call back to multiple voicemails left. *** AG for incorrect installation and false claims of warranty and potentially incorrect plumbing installation. Also, be warned that none of the plumbers are employees of NewPro, they are all subcontractors and quality is apparently questionable.

May : Signed contract *** w/Newpro for shower to be started sometime in August.Sep 2021: Installer did initial install. Upon completion: the gasket seal that had been installed around the metal frame was coming away from the glass, the frame itself was wobbly causing it to pull away from the wall, the door wouldnt shut and the screws used to hold the frame together were sheared off leaving the exposed metal to jab anyone who brushed against it. Oct 2021: Manager took photos and video and noted the poor workmanship quality. Promised to escalate and get someone to repair. For 3 months we tried to get him to return calls.Feb 2022: Installer returned to replace walls and frame but could not due to the sheared off screws. He did not have the necessary parts and again left with no resolution.Mar 2022: Installer returned to replace the walls, the door and the frame. His work order only stated for him to replace the door and was insufficiently equipped to go further than that. He noted that the whole thing needed to be gutted and replaced.May 2022: Installer returned to replace the entire shower (excluding the base). After 24 hours a very large leak came from the bottom of the door. Installer was then sent. Over 2 days he replaced the gaskets twice, the door twice and the frame twice. It still leaks but now from a different spot.Throughout this nightmare we have been communicating our frustrations with the regional general manager. Since the events of March 2022, we have insisted on a full refund despite his numerous promises to give him a chance to get it right. Each event causes time off from work, days without our only shower and the inconvenience and stress of having our bathroom still unfinished.We have given Newpro numerous chances to amend the situation and give us the quality product we paid $15,000 for. We are still without a shower. We would like a full refund so that we may go somewhere else to complete our bathroom remodel.

On Saturday July 11, a NEWPRO salesman came to my home to present a proposal for a walk-in bathtub. After spending an hour listening to him praise his company, I expressed interest in a *** product. The price quoted was around $19,000. The salesman said I would have to pay one-third up front and asked how it would be paid. He asked to check my credit card number and I gave it to him. I wanted quick delivery and installation because my wife would be coming out of rehab with a fractured pelvis and she was the reason for the purchase. I wanted a firm installation date but he could not give me one. He said he would email me his proposed agreement that day for my review. He then left. I waited that day for his email but it never came. Later that day, I called the salesman but he did not answer his phone. The promised email also did not come on the following day. On Monday, July 13, someone named *** from NEWPRO called to introduce himself. I told him I was waiting for the proposed agreement to be emailed to me but it did no good. The only document I was left with was the business card of the NEWPRO salesman, ***. When I realized I was dealing with a company that could not keep its word, I emailed the NEWPRO salesman cancelling the proposed agreement. Obviously, no goods or services were ever received. I cancelled the proposed agreement via the following email message to the salesman on July 14. Subject: Cancellation of Newpro Agreement Date: July 14 at 8:22:55 PM EDT To: ***, I never received a copy of the Newpro Agreement for the *** Walk-in tub reached on July 11, so I am cancelling it. My understanding during our Saturday meeting is that a copy would be emailed that day. On Monday, *** from Newpro called and I told him it had not been received, yet nothing was done. Your sales presentation that your company is responsive is not valid. I have to believe that doing any business with your company would be a mistake. *** Because I had given the salesman my credit card number, a persistent charge of $6,613.00 still appears on my credit card statement. By attempting to obtain payment for $6,613.00, NEWPRO is in violation of provisions of MGL Chapter 142A by failing to present me with a written contract for residential contracting work exceeding $1,000. *** law requires that at the time of signing, the owner must be furnished with a copy of the contract. *** law also has a provision requiring an owner's three-day cancellation rights.

We signed a contract with Newpro for a bathtub replacement and shower conversion. They started the work May 27th. It took the crew until 9pm the 2nd day to finish the shower conversion. I saw that they damaged my bathroom ceiling and the shower panels were crooked. Later I found they damaged the stair case ceiling, the bathroom door frame and glass sliding door would not stay in the bottom clip. *** company paid them in full even after I asked them to hold off until the repairs were made. By the weekend my kitchen ceiling was wet. They had not installed the shower correctly and it was leaking into my ceiling on the lower floor of the house. They came added caulking to the drain(so I could no longer remove the cap to clean it) and the door frame as a quick fix as well as the clip for the glass sliding door. They came back repeatedly trying to convince me they could just make the shower look straight if they put mud on my bathroom ceiling. After 2 months of back and forth I finally got ahold of the VP *** who assured us they would reinstall the entire shower. Another crew came in and replaced the shower. The original crew had been back to cut out the kitchen ceiling and replace it, which was far from professional. A second leak was later found and another crew had to come in and fix that. Later I went to take a bath in the bath unit and the overflow proceeded to leak through a lighting fixture in my kitchen ceiling on the other side of the room. I had been in constant communication with *** and he told me they would discuss how they would make this right after the repairs were done. We paid for professional installation which we did not receive. Our kitchen ceiling is whole however it is not done well and does not match the rest of the kitchen as they only patch painted and never sanded any of the rough spots or humps they made with the mud. We will need to hire a professional at this point. They also ripped our linoleum in the bathroom with the shower. We have since replaced the flooring as we were told by their crew it could not be fixed. I have sent 3 emails and left a voicemail requesting a call be scheduled and *** has failed to respond. For a company that promised award winning customer service and expert installation we had to live with people coming in and out of our house for 6 months to get the house back to a useable state. I spent the entire summer with my kitchen under construction as they would only send someone every 3-4 weeks to do each step of the job. We chose this company due to the reviews we found and the "expert trained installers".

November 3 To Whom It May *** In March , I contracted with Newpro Home Improvement Solutions to remove my bathtub and install a walk-in shower for my 87-year-old aunt who was moving to *** from ***. After all measurements were taken, the sales representative called me to say that the product was not wide enough for the back wall of my shower without having a seam. I explained to him that I did not want a seam. The representative came back to measure again and asked me where I wanted the seam. I repeated to him that I did not want a seam. I asked the representative in order to avoid a seam, could they put a wall at the end of the shower so I could have my contractor build a small linen cabinet. He said that would not be a problem. After waiting several months for the product to be shipped due to COVID, they scheduled a window installer to come and install a new window that was ordered for the bathroom. They installed the window on August 17. On August 18th & 19th, two installers came to install the shower unit. They finished it on the second day. Since I have no knowledge of construction or green board, I thought it was supposed to look as it did. There were spaces between the green board and up against the ceiling (please refer to attached photos). When several of my friends, who are knowledgeable in construction work saw the work done by the installers, they were astonished. Not only were there large spaces between the green board but the installers used scraps of green board instead of using a full sheet. The gaps in the green board pieces were not close enough to fill the space normally. Also, the back wall where the cabinet would go had one piece of green board and the rest had nothing on it. At the bottom up against the floor there is a space of about one foot which was left open. It should have been sealed. The end of the wall they constructed was uneven and crooked. Again, please refer to the attached pictures. I started calling Newpro to explain my concerns and the run around began. I left many messages for *** and *** with no response from either of them. Even though I expected that my salesperson, ***, would be out of the picture since installation had supposedly been done, I reached out to him. He called me back immediately even though he had left the company. He was the only person who forwarded my concerns to Newpro, including pictures to ***. *** did call me but again nothing was done. He said someone else would call me to resolve my issues. I also spoke to multiple people ***) and finally ***. *** was also sent the pictures. In September , *** was the last person I spoke to. He told me he was in window installation but he ad been asked to try to solve my problem. He asked me if he could come over and see it for himself. I said of course and he came the same day. He agreed what a mess it was and that it had to be corrected. He left to make a call to his supervisor and when he returned, he said his supervisor told him it would be better if my contractor made the repairs. He asked me to get a quote from my contractor. I received a quote from my contractor and sent it to him on September 20. On September 21st he responded that it would take several days for him to review it with his supervisor due to the dollar amount. He then told me his supervisor would not accept the quote from my contractor and they would send one of their people to make the repairs and would call me to make an appointment. When I did not hear back from anyone to make an appointment, I texted him on September 28th and told him if I did not hear from someone, I would pursue this with a higher authority. I still did not receive a response. I texted him again on October 12th, 13th, 14th, and 19th with no response.

Purchased exterior and interior doors for almost $13,000 with Newpro in September. The first installation was suppose to be in November but due to a snow storm the installation was cancelled. On December 13 the doors were to be installed with the crew arriving at approximately 8:30 a.m. but they only could install the interior doors as darkness set in at 4:30 so they asked to come back Sunday morning, December 15th to complete the installation. On Sunday, December 15th after four text messages the crew finally showed up at 3:30 p.m. and didn't complete the installation of the exterior doors until 8:30 p.m. My doors are black and couldn't find any issues with the doors until the next morning. The next day I found that the wrong doors were delivered, screens on both storm doors had large holes in them and glue was on both windows. At that time I was willing to except the wrong storm doors. When the tech repair service came he repaired the screens time both I and the service tech noticed a large space on the right bottom of both storm doors 2 inches long and 1/2 inch wide where you could see right outside. The tech recorded the problems and it was determined that new storm doors would have to be ordered and installed. This is when the majority of my problems begin. Finally, I heard after several calls to the company they set the installation for February 4th. One installer came and completed the installation during the course of the day and after reviewing found a hole in the top screen that would need to be repaired. I never received a call to when it would be scheduled for repair. About a week later during a rain storm I opened my front door to find a flood a water coming down between the storm door and interior door also did the same thing at the back door. Called the company and they sent the person who installed the door to seal the frames as he stated that it usually was not done. They finally scheduled the repair of top screen. I was also having trouble with closing the back screen door and both interior doors were grinding and not closing properly. The repair person *** said he couldn't fix the screen because it was a special screen and had to be ordered but he fixed the grinding on both interior doors. The screen was suppose to be repaired (again after calls by me) in March but due to the virus had to be rescheduled which I understood. Again no phone calls from the company for two months. I finally called them in June to say that now I am having problems with the storm doors again not closing. *** the service tech finally came but as he was trying to put up the screen he dropped a piece he needed between the house and the step so he would have to order another piece. After checking both storm doors he stated they were not put in properly and would have to put in a work order to again put the storm doors in. Never received a call from Newpro so waited two weeks and asked what was going on. Was told the parts were ordered and I would be called as soon as they came in. Again waited two more weeks and called and asked to speak to a supervisor and was told they were still waiting for the parts and would have a supervisor call me. No call came. Called again on July 15th and finally received a call from the supervisor. He stated they couldn't find the work order but would come by that day to see the issues. That was Wednesday, July 15th and at that time he stated he would go back to the warehouse and see what parts he needed to fix both storm doors and would call me Thursday or Friday to schedule. Again after not receiving a call by Monday, July 20th called *** and asked why he didn't call me back he stated that he had to order the parts and was trying to get them delivered quickly. I stated and you couldn't call me to tell me that. We are now going on 8 months since I had my doors installed and they still don't work and look like they have been up for a long time. All I am asking for is to respectfully call customers back, don't leave them hanging and complete a job correctly instead of inconveniencing customers 5 or 6 times instead of doing it right the first time. I paid a lot of money for these doors and definitely are not worth it.

Dear ***: I am once again writing on behalf of my sister *** of Poland, ***. After speaking with my sister, this letter will provide you with more details of the sale, installation and conversations since. Additionally, thank you for your conversations since my letter dated March 18th. As you know, my sister called me in March with an issue she is having with a walk-in tub that was installed in her home this past December. As a widowed senior citizen she has been hesitant to let family know of this very stressful situation because she was embarrassed as to the outcome of this purchase. What has happened to my sister appears to be a willful act of misrepresentation and price gouging. A bit of a timeline and brief summation of the facts: 1. My sister entered into a contract with H333430303233303332H on September 15 for the installation of a Kohler Massage walk-in tub 2. The tub was installed on December 9. The installation team left without giving her any instructions on how to operate the tub nor an owners manual. She had to download one from the Newpro website. 3. The total contracted cost of the tub with install was $20,799 4. The contract did not denote/itemize the cost of the tub, labor, parts, etc. but rather just the amount of $20,799. 5. The install took one day and required minimal construction but was basically old shower out...new tub in. 6. After the installation, my sister tried to use the tub but her heating/hot water capacity is the responsibility of the homeowner...my sister was told by the sales person that her system was adequate. 8. Isn&#;t it...shouldn&#;t it be incumbent for H333430303233303332H to check the system before selling the unit? 9. I did call H333430303233303332H for information about a new walk-in tub. Please see the attached text exchange between myself and *** from your company saying you "would absolutely address" the hot water assessment...THIS WAS NOT DONE FOR MY SISTER... 10. On 2/1 she called H3137***3031333036H and explained her dissatisfaction with the lack of hot water to the receptionist who told her that someone would get back to her. On 2/2, someone from H3137***3031333036H called her and informed her that a plumber would be coming to her home to check out the situation on 2/4. When he arrived, she told him about her situation and the lack of sufficient hot water to the tub. He worked on the tub and the heating system in the basement. After his assessment of the situation, he informed my sister that there is NO problem with the tub nor the heating system. He told her all she had to do was raise the water temperature in the heating unit and all would be good. 11. She placed two calls on 2/9 and 2/10 to her salesman Connor Schwarze to discuss the situation which were never returned. She then called H3137***3031333036H on 2/11 and spoke with a receptionist about her situation and the unreturned calls from her salesman. 12. On 2/9, a representative from her oil company arrived at her home for a scheduled heater maintenance. While he was there, she asked him to turn up the water temperature so that she would have enough hot water to fill and use the tub. The maintenance man told her that there was no way the heating system currently in her home would put out enough hot water to fill the tub. 13. On 2/11 she again called H3137***3031333036H and told the receptionist that according to her heat/hot water maintenance person the unit is definitely not large enough to adequately heat the tub. Later that afternoon, ***, a master plumber from H3137***3031333036H called her to find out what was happening with the tub/lack of hot water. He first asked her to take a picture of the unit and send it to him. He called her back about 1/2 hour after she sent the pictures and he said the pipes are 1/2 inch and they should be 3/4 inch to adequately deliver more hot water. She asked how this would be accomplished and he told her to call a plumber and have him make the changes and all should be good. She asked *** what would happen if she did have the pipes replaced and it would not rectify the problem. Her thoughts were is she spent the money to have a plumber do all the work, she would have paid the money for naught. 14. On 2/20 she received a call from someone at H3137***3031333036H informing her that ***, the plumber who she had spoken with a couple of times would come to her home on 2/24. 15. On 2/24 *** and an assistant arrived at my sister&#;s home and did some work on the heater in her basement and on the tub. He indicated to her that if she used the faucet until the water became a bit cooler and switched to the shower head on the tub until the water got cooler, there should be enough hot water to fill the tub. That wasn&#;t much help...actually idocy...as she felt that after paying $20,799 for a tub she shouldn&#;t have to resort to switching from the faucet to the shower head. That afternoon, she went to the basement and noticed water on the floor and on some of her belongings and *** water stains on 5 tiles on her ceiling. *** asked her to fill the tub (with cold water), turn on the jets and bubbles and see if there was any more water damage. She did as he asked and went to the basement and there was no new water intrusion. He asked her to send the *** for the replacement of the tiles and he would reimburse her. 16. After contacting H333430303233303332H, they responded on several occasions telling her that she might need larger pipes and then told her to turn up the heat on the hot water. Both of these are not solutions. 17. She was further told (well after the install) by the H333430303233303332H plumber (***) that her hot water system was "not adequate" for the tub 18. When given facts...her very long time heating people in Scarborough told her that her system was "woefully inadequate" as far as having the ability to fill this tub 19. She was assured at the time of sale that the unit she was to purchase had a heater to keep the water at temperature...which it does not. 20. I have given my personal plumber ALL of the information surrounding this and he is in full agreement that her hot water system is "totally inadequate". 21. My plumber priced the identical Kohler tub she purchased and at his wholesale price...the unit cost around $4,800 - 5,200. 22. It is very clear that a $5,000 tub with even 50% markup should not cost $22,000 with a one day install 23. Any place you *** with respect to walk-in tubs...the average cost installed is far less (see attached) 24. Speaking further with her heating folks in Scarborough AND my plumber...in order for my sister to have adequate hot water to support this unit...she would need to install an entirely new system of heat and hot water that would cost her (according to 2 estimates $12,290.40 and $14,270.00 25. This entire project was completely misrepresented to her and as a senior widow and in a single word...she has been "exploited".