Pacific Coast Re-Bath

Review: Rebath promised me in Sept 2014 that they could install a tub liner the first week of December.I called with a question in Oct and was not informed that they wouldnt be able to do the install until jan 22 2015.I called Dec 1 to schedule the install and was informed of the Jan date.I asked for a refund and they want to extort 20% of the total cost which is over $1000 as a "restocking fee".I want to cancel the job but dont want to lose the money and feel blackmailed into using their services.Desired Settlement: I want a 100% refund of over $3000 that I have paid to them.

Business

Response:

Mrs [redacted] signed a contract on 9/29/2014, for us to provide her with a tub liner and wall system, accessories and installation of a customer supplied valve. All her items have been placed on order and are currently in production. All of our items are custom made to order, so nothing can be stopped, returned or re-used. On the customer agreement that Mrs. [redacted] signed, it states an anticipated installation of 8-10 weeks from the date of the contract. We originally had Mrs. [redacted] for January 21 because of the anticipated delivery date for her materials. After receiving this complaint, I checked with my ve dor and they stated that it would be delivered earlier than expected and would be delivered on 12/30. We informed Mrs. [redacted] that we would be able to accommodate an earlier date for January 2, 2015. She is considering this. We are unsure who spoke toMrs. [redacted] regarding the date in December, however, this would have never been possible due the amount of time the ordering and production takes. We apologize for the miscommunication and look forward to providing Mrs. [redacted] with a beautiful new shower.

Review: Warranty on bathroom remodel states lifetime guarantee. We notified Pacific Coast ReBath in May of 2014 that there was a small crack in the tub. We asked that someone come out to repair it. We did not hear back from them for two months. When we contacted them again in July, we were told they would send someone out. No one came or contacted us. We contacted them again in September and someone was supposed to come out on September 22nd around 5pm. Again, no one showed. We contacted them again in October and were told someone would be out on the 20th between 4-5pm. Again, no one showed up. We called again on October 24th and said they could be out in 30 minutes, this was around 11:30am. Since we were both working, on the 24th, it was rescheduled for around 5:30pm on the 24th. Thomas confirmed someone would be able to come out at that time and was told the crew was in the area and would be there after they finished the job. [redacted] came home to be at the house around 4:30pm and no one showed up once again. When Thomas came home, we called again and were told that there was a communication problem between the workers and Pacific Coast ReBath. The workers had gone home early and did not tell them. We asked if the workers were their employees and were told yes, then we asked if they were their employees why they did not have to let someone know if leaving early so that the people waiting could be notified. We were told they have communication problems with the workers. At that time, we said we would be contacting the Revdex.com to file a complaint since it seems working with them did not seem to be resolving our major problem of the tub being cracked.Desired Settlement: We would like to have someone come out and replace the defective tub.

Business

Response:

In response to this complaint, we apologize for this customers experience with the lack of returned phone calls. However, there were several phone messages left on a voice mail that we assume never went through because we do show that we did return phone calls, however, we did not follow up with the messages left. In response to the cracks, we went out on November 6, 2014 and there were no cracks on the tub, there was some sort of device used in the tub that left scratches and dirt and soap sm was then allowed to collect on these scratches giving the appearance of cracked tub. The only thing the installer did to resolve this issue was clean their tub with our recommened solution, gel gloss. We informed him that he should stick to the approved cleaners list or his warranty would be voided. This issue is taken care of. thanks

Review: Bought shower enclosure with new faucet. Faucet leaked about 8 months after installation. I have been trying to get them to fix the faucet for over 8 months. One time [redacted] came out took the faucet apart re installed it, it still leaked he said he would order a new part they won't come back and fix the problem. I get them to schedule a date and they never show up or call this has happened 5 times I wait they don't come.Desired Settlement: I would like to hire a plumber to fix the problem and bill it to Pacific Coast Re bath

Business

Response:

We have made several attempts to get to this customers home, it has not worked out at different times for both parties. This customer lives about 2 hours away from our office and lives in a territory that belongs to another franchise now. Thee have been instances there we were on the approximate area and it didn't work out for the customer.

Review: The Pacific Coast ReBath has been working on 2 very small bathrooms for over one 1/2 months. We were told that the job would be completed in 2 days! They have broken a sink, chipped a new bathroom medicine cabinet mirror, improperly installed tile, did not know how to do an electrical connection, sprayed retexturing improperly leaving globs of material, did not deliver the under counter sinks that were requested, did not deliver the counter tops that we ordered, and did not allow us to choose the fixtures. They have had several workman working on this simple small job and they were unable to handle the routine issues.Desired Settlement: We have had to purchase many products and hire an electrician and workman to complete the project. We do not want to pay them the money due since we have spent time and money out of our own pockets and as of this writing, have had our house in disaray for one and a half months.

Business

Response:

This customer has been serviced and is completed and paid in full. Please close out this dispute.

Consumer

Response:

Review: 10327249

I am rejecting this response because:

Review: Gave them a $1000 deposit for work to be done within "8 week" period. Called after not hearing for two weeks and they told me it would be "12 weeks." They never offered me a firm date. I said to return my deposit and I'd find another contractor. Now, more than 12 weeks later, they claim they offered me an install date within the 12 week window and so they're keeping my deposit. They have NOT WRITTEN PROOF of offering me this install date, but instead are now saying this to cover themselves and keep my deposit.Desired Settlement: I want my $1000 returned.

Business

Response:

To Whom It May Concern,

This is in response to the complaint filed by Mr. H[redacted].

On September 15, 2015 Mr. H[redacted] entered into a contract with Pacific Coast

Re-Bath for us to remodel his bathroom. There are several contracts that were

signed at this time, including a 3 Day Right of Rescission and a Customer

Agreement that indicated that there would be 20% termination fee if the

contract was terminated after the 3 Day Right of Rescission.

On the customer agreement, it was indicated that it was "Anticipated" that the

install of his new bathroom would be approximately 8 weeks from the date of

signing the contracts.

On October 5, 2015, Mr.H[redacted] called into the office and spoke to our

customer care representative and asked when the install of his new bathroom

would be. We informed him that most contracts are 8-12weeks out at this point

and that his install would take place sometime in November. Mr. H[redacted],

informed us that if we could not get it done in October then he would like to

cancel his contract because that was not what the sales consultant told him. We

let him know that we cannot do the install at all in October and that it would

be in November near his approximate wait time as indicated in his customer

agreement. We told him at that point that we would like to put him on the phone

with his sales consultant to clear things up. At this time we also made clear

that it is well beyond 3 Day Right of Recession and there is a 20% termination

fee that we would need to collect.

The sales consultant Thom then called

him soon after and explained to the customer that there is no way we can do the

install in October and it would most likely happen within the discussed and

agreed to time frame of approximately 8 weeks.

Mr. H[redacted], then said that was not soon enough and he would like to

cancel. Thom informed him that we would

then need to collect the remainder of the contract which would now be 20% of

his $9700 contract which would now be $1940.00 and since we do have a $1000.00

check he would now only owe $940.00. However, Mr. H[redacted] never sent in the

Notice of Cancellation, which is required in order to officially cancel.

On October 14th, we placed a

call to inform Mr. H[redacted] stating that he was on the calendar from 11/9 to

11/13, we did not hear back from him, so another phone call placed. When we do

not hear back from a customer confirming their install dates we remove them

from the calendar as we have a lot of customers waiting for the install of

their bathroom. Since we use an online calendar and it is live we do not have

record of the calendar as it is constantly changing, but it is in the bet

interest of the company to schedule our installs according to the contracts t

the best of our abilities.

We do take signed contracts very seriously as upon the

signing of the contract certain procedures are taken in order to fulfill our

contractual obligations. After the signing of the contract we abide by the

state law and wait the mandatory 3 days that that customer is given as to

whether they would like to cancel their contract with us. After that 3 days

waiting period we then the contract goes through several procedures that

consume time and money. We go over every contract with our installer team and

next it goes through a separate office meeting to ensure accuracy, it doesn’t

always happen however we have a very high success rate with those meetings.

Then all materials are ordered for this contract and a time scheduled for a

member of our install team to install the bathroom according to the contract.

In response to some of the online posts that Mr. H[redacted]

has posted regarding the collection of more money. It is very clear on the

contract that we were to collect $1000.00

and then at the completion of the job according to the contract collect

the remainder of the $8700.00. We feel it was a misunderstanding that Mr.

H[redacted] felt that we were asking for more money and that in some way would

move him up on the calendar as that has never been the case, as the anticipated

contract date has always been the reason for calendar placement. As a company

we feel very confident that a customer will pay for their contracted work after

completion because we have been doing this for a long time and have a stellar

crew to perform installations, so money is not a factor in placement. We do

have a waiting period as our installation team is always very busy and that is

the only reason why our waiting period is 8 weeks or longer. We would also like

to explain the email that was sent on 11/15. This is an auto-generated email

placed in our CRM according to a contracted date and emails are sent to the

customer according to our normal install time frame which is 8-12 weeks and was

not in any way meant to be entirely accurate. We are diligently working with a

new CRM system to make a more customizable experience for the customer and we

apologize if it wasn’t entirely accurate.

In conclusion, we take it very seriously when a customer is

not pleased with their experience with Pacific Coast Re-Bath as we do strive

for excellence in all we do. We are assured that if we had been able to perform

Mr. H[redacted]’s bathroom install he would have loved the outcome.

Unfortunately, due to some misunderstandings this was not the case. There has

been time, effort and materials purchased for his specific project and that is

why we keep 20% after the 3 Day Right of Recession project. We are willing to

provide one of the two solutions.

1.

Complete the project according to the job

specifications contract.

2.

Forgive the remaining $940.00 which is owed to

the company for the remaining 20% termination fee.

Mr. H[redacted] has also defamed us on the internet and has

used some very vulgar language with our staff deeply upsetting them and there

is now a great deal of reputable damages that now need time and money invested to

repair.

We are sorry that it has to this point and hope we can find

an amicable solution

Consumer

Response:

Review: 10978574

I am rejecting this response because:

I would never recommend this company to anyone. They come at you with a lot of bravado guaranteeing and promising things they are now clearly not equipped to deliver.

The product was underwhelming, the customer service was a run-around, and management a bunch of scarred back tracking lies. What I was sold is not what I received, they miss ordered, lied and incorrectly installed multiple parts of my bathroom, having to come back again and again to fix what they did incorrectly then didn't manage to ever fulfill my original specifications. For the money they ask it feels like robbery. The floor I ordered never came, (it's the wrong color), the shower door took them 3 months to figure out just to tell me its impossible so they put in a standard pre-fab door when I originally paid for a custom design, (they refused to issue any refund).

The Shower door leaks, (installed improperly) I have been on the phone with them about fixing it as it is their guarantee, they are giving me the run-around stating not sure when they have the time, "we'll call you back."

Review: We hired Pacific Coast Rebath to remodel our Master Bathroom. We paid half the amount as down payment. ReBath did work on the installation; however, we were told the remodel would take 3 days and it has been over 7 months. None of the work performed by Pacific Coast Rebath is done in accordance with the contractual agreement nor to customer satisfaction. ReBath broke the contract when not fulfilling their contractual obligation in performing the installation according to the written agreement. The only way to correct the installation deficiencies are to completely remove everything installed by this company. There has been so much stress put into this and we are trying to have only the interaction which is required and nothing more.Desired Settlement: We would like for Pacific Coast Rebath to refund the deposit. Absolutely none of the work is complete in accordance with the contract. All of the installation done up this point is substandard and has to be completely removed and then replaced. There is not a pleasant view of the current interaction at this time and we would not them back in our home. Please refund all deposit money already paid $6985.00.

Business

Response:

To Whom It May Concern:

In response to the complaint filed by Thomas Pierce. This customer signed a legal and binding contract with Pacific Coast Re-Bath on 10/06/2012, we waited for the California's Three Day Right of Recission to pass and then we proceeded to work on fulfilling the contract as we normally do. All their products were ordered very soon after that and we scheduled a date that was agreeable to Mr & Mrs. Pierce, which was December 28th & 29th. There were a couple of things that was not able to be completed at the time of original install of December 28th & 29th. Those items were a countertop that broke while trying to install, something unforunatley common with natural stone counter tops. Their shower door, which was indicated to them at the time of sale on October 6 and was also communicated with them with a Welcome Packet that we send out informing customers of a time line and reminding customers about their order after shower doors. The last thing was a piece of Deco Trim that we gave them at no extra cost because there was a sizing problem with one of the walls, which in my professional opinion would have looked beautiful.

We send our best installer Shawn out to their premises on February 16th, a date that worked for both the customer and the company, my installer spent all day installing their shower door and the countertops and we found out that our vendor had made a mistake and sent the wrong color deco trim and the backsplash had broken in transit. we quickly reordered the deco trim and the backsplash. We generally collect a progress payment at this point as the customer is able to use the shower and the sinks at this point. THe husband was out of town, and Shawn discussed that we would need a progress payment and she said she would call in the next day with a credit card, so we called her the next day and she directed us to her husband. We called her husband, the consumer and he indicated that he was out of town for a month and wasnt going to pay a dime until he got back on the 17th of March, so we call him on the 17th and he says he needs a couple of days to rest. We schedule him for the 23rd of March, but because Shawn was on a job that went into the next day, we had to cancel that appointment. He called the next business day and my operations manager agreed to meet him at their property with Shawn to discuss what needed to be finished or what they were dissatisfied with. My operations manager explained to him that he will need Mr. Pierce to provide him with a punch list of all the items that was left to be finished or re-done and expressing that we are more than happy to accommodate his requests as we truly do want happy customers. However, he made the consumer agree that as soon as the punch list was fulfilled to customer satisfaction that he would have to pay the balance of $6978.00. The consumer agreed, after my operations manager told me his story, I asked him why he was adamant to make Mr. Pierce agree to payment. He expressed that he felt like this couple was trying to get out of paying the balance and that this was their intention from that start and that he had been working in this industry for 27 years and he saw this time and time again.

Well, weeks went by and we called the consumer at least 4 times a week asking for the punch list so we could complete his bathroom up to his expectations , but nothing. We finally had to send a letter stating that I we do not hear from him in a certain time period that we were going to be forced to consider the bathroom complete and file a mechanics lien as that is really the only protection that we have. He responded(YAY), with a letter stating that he was going to consult with an attorney and doesn't want us back in his home. So we sent a letter stating that we are going to have to consider this contract fulfilled, as they have a completely functioning bathroom and could be using it everyday for all we know. We went this lat week and filed a mechanics lien against their home and that is why they are filing a complaint against us now.

We truly want to complete their bathroom to THEIR specifications, and we are more than competent to do so as we install hundreds of bathrooms on a yearly basis, however this customer is not communicating with us which forces us to take collective actions. It saddens us that it has come to this point, as this is never our goal, however we have so many costs associated with this job and we have installed over 95% of it. We cannot issue the deposit back and we are requesting that this contract be paid in full, and we can discount $500.00 if they choose to not have us back in their home to complete the job, if we go back and complete it, then we will expect payment in full.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: 9536428

I am rejecting this response because:

In regards to Pacific Coast Re-bath’s response: There are many sections of the response which

are purely fraudulent. Their response

took bits and pieces from multiple conversations and then combined them to have

a completely different response then if the information would have been

presented in association to the original state.

Salesperson appeared professional and thorough. He said the job would take 2 days. 14 weeks later, the workmen showed up and did the demo the first day. On the 2nd day, they installed the tub and surround, then told us that the flooring had been improperly specified and needed to be reordered. They said it would take a couple of days. Later that week, they said it would be the following week. In spite of promises to call and update status, I placed calls on 3 successive days before finding out that the material was shipped from New York. The material arrived on a Friday and the work is now scheduled for the following Thursday. I didn't get the promised scheduling call on Monday and there doesn't seem to be any rush to correct the problem. We will have been without a vanity for 18 days if the work actually completes. The office has been totally unhelpful and doesn't seem to feel that a customer actually matters.

Review: The salesman who sold us on ReBath as the option to go with specifically went over the following reasons why ReBath is the way to go.One stop shop. We were sold that the ReBath covers any underlying repairs that needed to be made to the joists, wall and structure of the bathroom up to the Drywall of the adjoining room. He specifically pointed out that other companies do not do this and that with the pre-existing water leak other companies would come in and have to charge extra, but that ReBath doesnt. We talked about this extensively and asked specifically how far they would repair for our situation. His response that in our case, everything except the Drywall of the ceiling below would be repaired during the installation.Seamless Installation. The salesman explicitly promised seamless installation that would cover the entire wall area. Having a specific issue with the leak between tiles, considering ReBath instead of just retiling was primarily due to this. We went over the entire area with the sales person and he advised that there were no issues with the installation being requested and that even adding the bench area was straightforward nothing out of the ordinary.We waited over 9 weeks for product installation. When they came out to do the install on 9/4 they told us that they do not fix the underlying problems with leak. They will not fix the floor where the leak was, they would put the product over the existing tile on the floor, which is not what was promised. Then they informed us they did not have enough material and as a result would leave a seam in my shower wall. This was promised to be a seamless install!!! After this we wanted to cancel due to ReBath not following through with promises. They told us it would cost 20% restocking fee!! We went ahead with install because we couldn't afford not to. Completely dissatisfied. ReBath did not follow through on promises made, then forced us to complete installDesired Settlement: ReBath made promises to fix underlying issues with leak and install a seamless a shower. Neither was done and then wanted to charge me 20% to cancel something they couldn't follow through on. I am asking for 20% refunded to me. Or ReBath can come redo everything that was promised. Repairing all floor areas with leak and installing a seamless shower.

Business

Response:

To: Revdex.com of the Tri-Counties

Re: Case #10805348

Summary - Customer

contracted Pacific Coast ReBath for a complete bathroom remodel on 6/5/2015

(See signed attachments for your review) to be started on or before 9/3/2015.

Total contract amount was to be $6,525.00. Two payments were processed prior to

work beginning. A deposit in the amount of $652.00 on 6/5/2015 and a materials

order charge of $2348.00 on 6/5/2015, leaving a balance of $3525.00 to be paid

at completion of project. Work

began on schedule on 9/3/2015 at 9:45AM and ran for 3 full days, with a final

completion of remodel on 9/5/2015. Said work was to be performed according to the

contract.Please see supporting documents attached.

Work Performed by

Pacific Coast ReBath –

·

Demolition of existing shower surround down to

studs

·

Reset of existing drain

·

New SSP shower liner installed to waterproof and

beautify existing base

·

Installed new valve system

·

Installed new “Durabath” material wall surround

system, floor to ceiling

·

All necessary wall repairs to accommodate new surround

system

·

Installed and wrapped existing bench in shower

·

Installed new soap dish

·

Installed new 24 inch safety grab bar

·

Installed new sliding shower door (Chrome frame

with rain glass)

·

Clean up and haul away of all job related debris

Result – After

Rebath performed the remodel project, customer was left with a complete and

fully functional bathroom. Customer approval was given and a check was received

for the balance of the job. Check amount of $3,525.00 on 9/5/2015 according to

the signed agreement. This satisfied the customer balance in full. Our

records show that our installer invested 28.12 total hours into the remodel

project as stated above which has been paid to our installer through his

payroll.

Customer Contact –

During installation, the customer did call us with a couple areas of concern.

There was an issue with the customer concerning the scope of the work that

needed to be performed. Customer thought that she was promised some additional work that

was not agreed upon on the contract. The signed contract was gone over with the

customer as to the scope of work that was signed for. No further action was

required by ReBath to remedy this issue. Overall, there were approximately 3

calls back and forth with the customer concerning this issue. We answered the

calls in a timely fashion and were in constant contact with her during the

resolution of this concern. The result was that the bathroom was completed and

customer paid balance in full.

In Closing - We

assure you that our work is now complete according to our contractual

obligations to the customer. This

customer now has a complete and fully functional bathroom remodel with no

further action pending! Note: We do

not photograph our finished products in consideration our customer’s privacy. We are not sure what further action needs to take place at

this point. We are committed to total customer satisfaction and we are more

than happy to address any further concerns that the customer may have in the

future with her bathroom remodel, but at this point as stated above, Pacific

Coast ReBath has indeed fulfilled the contracted work in full.

If you have any further questions, please feel free to

contact me directly.

Best Regards,

B[redacted]

Customer Care Manager

[email protected]

###-###-####

Consumer

Response:

Review: 10805348

I am rejecting this response because:

Review: When we initially met with Thorn we were very impressed with him and confident with your company. We first saw you at a Home Show in Ventura a couple years before and liked what we saw and heard from your salespeople then. We placed our order on Feb 18, 2013 and were quoted 4-8 weeks approx. due date. We received a letter dated March 12, that our material was on order and "In approximately 2 -4 weeks, your products should arrive in our distribution center". I called to follow up on March 29 and was given as estimated due date of mid April. On April 10, I called again and was told install scheduled for May. May 3rd I called again and was told we were tentatively scheduled for May 29th. I said that would not work I needed it sooner, and was told there was nothing sooner. I left messaged for the office manager, Blair to return my call, she never did. I called Thorn to try to get some answers as to why install was so delayed. He sounded aggravated with me and said that was not his job, but he would see what he could find out. He never called me back. May 8th I called again; Dorene said we are scheduled for June 3 & 4, I again told her I needed it sooner, and asked for Blair to call. May 14th, I left another message for Blair and Dorene said we are still scheduled for June 3 & 4. May 15 Paula called and said they could move up to May 20 & 21, but we were not able to take off work on Mon. I requested any other days that week; she said there was nothing. So I reluctantly kept June 3 & 4. Mon. June 3 Chad came (alone) just before 9 am. We left him at 5pm\Tues. June 4 Chad returned just after 9 am (alone). We left him around 5 pm he said he would only be a couple more hours. Approximately 8 pm we called and again he said he'd be a couple more hours, at which point we said we would come by in the morning to inspect and meet him in the evening. Wed. morning June 5th I received a call from our (Condominium) Homeowners Association notifying us of complaints from neighbors that men had been working until 1:30 AM. I apologized profusely, and assured them you were finished. I was so embarrassed and upset that we had caused such an imposition to our neighbors. I could not believe your men would be so rude and inconsiderate. We have common walls on 2 sides and a narrow alley way in between our units. I am appalled you would even think to work past 9 pm in such an environment. In addition one of your trucks had blocked our next door neighbor's garage so he was unable to use his garage. We are waiting to hear if the association will fine us, which is the reason we short paid ($100.) our balance due. I have talked with several neighbors and personally apologized for keeping them up all night and will also be writing personal letters with token gifts for them. The shower and floor does look very nice, however we are so disappointed with your customer service we just cannot get excited, nor can we refer anyone to you. It would be appreciated if you also sent letters of apology to our Homeowners Association and neighbors, below is a list of those affected:Desired Settlement: We are waiting to hear if the association will fine us, which is the reason we short paid ($100.) our balance due. I have talked with several neighbors and personally apologized for keeping them up all night and will also be writing personal letters with token gifts for them. The shower and floor does look very nice, however we are so disappointed with your customer service we just cannot get excited, nor can we refer anyone to you. It would be appreciated if you also sent letters of apology to our Homeowners Association and neighbors, below is a list of those affected:

Business

Response:

This complaint has been resolved. She withheld a hundred dollars for any fines imposed as well as any monies used for apology gifts for her neighbors. We have also issued apology letters to the people pointed out in the letter. Please close this complaint as it is not an open issue at this time.