Bath Solutions

The customer was told that a new tub liner would be installed and was given a date to do so.The end of April the customer called to change the installation date to a later date because it was right before a holiday weekend.The new date was set for the first available opening .There were several attempts to try to figure out why this bathtub liner was giving the customer and us a problem as the caulking and drain were fine and there was no reason why water should be getting under the linerThe customer had new walls and faucet put in by us and that was not the problemThere was a long period of time after we drained the tub liner that it seemed to not be a problem and then it started back up again because of that we told the customer a new tub liner would be installed for himThe company was called to drain the tub again and It was apparent on that day what the problem might be, the customer had in his bathroom a cleaning product which clearly states on the back under the warning label not to use it on acrylic which the liner is made of as it will damage acrylicThe product is acid based and puts tiny hair line cracks in the surface which water can seep into.The customer said that he only used the product once but once is enough for the acid to damage the tub linerWe have no way of knowing how many times he used it and if that is the reason or not for the problemWe have been installing tub liners for over twenty five years and have never had a mystery like this oneAll of our customers are very, very satisfied with their bathtub liners

Bath Solutions installed a new faucet, bathtub liner and wall surround about eight to nine years agoThe customer called saying that he had water under his bath tub linerWe drained the tub liner and then re-caulked it for him free of chargeThe customer mentioned that his caulk had turned colorI called [redacted] customer service, as we use the [redacted] silicone bathroom caulkIt is mold and mildew resistantCustomer service said that if it is not from the dyes or chemicals in the products being used for bathing, shampooing or cleaning then it will turn color from not being cleanedIt will first turn yellow, orange or a pinkish color, which is a sign that bacteria is building up on the caulkIf left uncleaned, it will eventually turn black from moldThe mold and mildew will actually make little pinholes in the caulk which makes the caulk fail to seal out waterThe mold will eventually spread beneath the caulk and cause further damage from spreading up the wallsThe mold growth will make the adhesives used for the installation of the walls not to adhere correctlyIt will also do the same to the caulkWe returned several times never charging him to drain and re-caulkI told him what customer service said about cleaning the caulkThe customer asked if we would replace the unitWe have been in business for forty years and never had to replace an entire unit beforeWe gave the customer the benefit of the doubt and replaced everything for himWe did not charge the customer for the shipping, the cost of all the new materials, supplies or labor for the new installationThe customer asked for his money back the day we came to install itI told him he should have had mentioned that before I ordered the bathtub liner, as it is a custom order made to fit his bathtub measurementAfter it was installed, we had the customer look at itHe said that it looked greatI mentioned to the customer that as a favor we installed his ceiling fan coverWe had found it lying on the bathroom floor when we arrived to put in the new installation, I did try to clean it up as it had many layers of discolored shades of paint flaking off it and harden caulk all over itThe pin to secure it to the fan was missing and you could see where it had been broken off in the pastI assume that is why someone before us had caulked it in place on the ceiling, I pointed out to the customer that the caulk that was on it was obviously not from us, as you could see that it was old hard cracked caulkThe customer then, instead of thanking us for redoing his bathroom, became furious just like he said and became very rude and obnoxious just like someone who should take an anger management courseTrying to be nice, I offered to try to find him a new oneI did look into it but because it was over years old, that model is no longer availableWhen the customer called us again saying that he now had water under his second installation, we decided to take pictures this time to prove that he lets the caulk turn black then does not take responsibility for his own actionsAs predicted, the caulking was black and full of mildewIn some areas the caulk was missingThe walls which are seamless and have no caulk in the corners still had mold growing up them from not being cleanedThe caulk on the comer shelves had turned orange and was pulling away from the shelfThe bathtub near the drain had a pinkish color going around it which is from bacteriaBefore we did anything, I called the customer into the bathroom and showed him all the mildew and mold and told him that if he does not do a better job of cleaning this will keep happeningThe customer said that he understands that he needs to do a better job of cleaningWe did not charge him for removing all the moldy caulk around the bathtub, around two corner shelves or for draining the tub liner and re-caulking everythingThe tub liner at this point had been so full of water from the missing and moldy caulk that it was impossible to get it drained completelyWe did take our time to do the best job possibleWhen leaving, he informed us that his neighbor had inquired about us doing his bathroom and he told him not to use usI know plenty of people that would love to find a contractor that will replace everything free of chargeMost places will give you the material for no cost if it is a re-do, however it is then up to you to pay for the installationI did call several places and they did verify that to be trueBefore we left he said that he never had trouble with caulk adhering beforeI told him that if he had cleaned his caulk, it would not had been an issue with die caulk we usedWith the tube of [redacted] bathroom caulk in my hands, I tried to show him the caulk that we useHe looked away and would not look at it and said that he does not want to see itWe never imagined that he was going to be so nasty and not appreciate what we had done for himAlmost all of our work comes from referrals as we do an excellent jobI have had people call us back after twenty years to do one or two other bathrooms for themHe called saying that there was water again under the linerI told him that we will come out one more time, free of charge, but after that we will be charging for our servicesThe customer said that he will never pay for the service of draining and re-caulking and we will continually come back free of charge for as many times he calls us or he will take us to small claims courtLawyers do not scare me as my son is an attorneyI told him that if that is how he feels, then maybe that is what he should doI said "goodbye"In the Home Maintenance Manual for homeowners it tells of how you should do caulking in your bathroom as part of home maintenanceThere is also a book called Home Maintenance [redacted] by [redacted] and [redacted] ***It states in the book the benefit of caulking as a preventative measure for all home ownersI would like to address the comment from the customer about the competitors saying that maybe we did not clean the walls before installing the caulkThe walls installed both times were new and the walls did not have any old built up dirt or grime on them which needed to be cleaned before caulkingWe do go along the tub and wall seam before caulking with rubbing alcohol just in case there is some dust on it, however it is not necessary on a new surfaceThe customer mentioned the trim work, there is no wood trim to cut and fitThe moldings are acrylic, made in the factory and just snap on the ends of the wall surround to make a completed finished appearanceWe are not satisfied with this customer and would not recommend him to another contractorThank you, Bath Solutions I know my answer to this complaint is rather long, however this has been going on a long time and if you are going to print this for other people to read I think they should have the whole answer to this, with us addressing all issuesThe customer has said that he had his first install done or purchased - 6/23/My brother sold the job to him and I found today the last paycheck which would be the last week (month) that my brother Jim Hworked for us which was pay date of 10/3/This has been going on for 2009-- is nine yearsI had said in my typed report 8-yearsI did not have the last paydate when I wrote it on March 1, I also took pictures of the customers - bathroom sink and facuet, dirty bathroom door (did not send door picture)You can see on the vanity sink top that behind the facuet the caulk is missingI'm sure his vanity floor is getting wet and rotted out from water dripping down and into itI of course did not put this into the report, because it has nothing to do with the job we did but I wanted you to understand that he does not take care of anything or any areas that the caulk needs to be taken care ofThank you, Bruce L

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I Have read Bath Solutions response to my complaints and many parts to their letter are not true Their letter shows the problems with their poor work was my responsibility for what they did wrongAt this point I am not sure what to do next to get this matter taken care of I need to get their work fixed or my money back Regards, [redacted] ***

Bath Solutions installed a new faucet, bathtub liner and wall surround about eight to nine years agoThe customer called saying that he had water under his bath tub linerWe drained the tub liner and then re-caulked it for him free of chargeThe customer mentioned that his caulk had turned color
I called *** customer service, as we use the *** silicone bathroom caulkIt is mold and mildew resistantCustomer service said that if it is not from the dyes or chemicals in the products being used for bathing, shampooing or cleaning then it will turn color from not being cleanedIt will first turn yellow, orange or a pinkish color, which is a sign that bacteria is building up on the caulkIf left uncleaned, it will eventually turn black from moldThe mold and mildew will actually make little pinholes in the caulk which makes the caulk fail to seal out waterThe mold will eventually spread beneath the caulk and cause further damage from spreading up the wallsThe mold growth will make the adhesives used for the installation of the walls not to adhere correctlyIt will also do the same to the caulkWe returned several times never charging him to drain and re-caulkI told him what customer service said about cleaning the caulkThe customer asked if we would replace the unitWe have been in business for forty years and never had to replace an entire unit beforeWe gave the customer the benefit of the doubt and replaced everything for himWe did not charge the customer for the shipping, the cost of all the new materials, supplies or labor for the new installationThe customer asked for his money back the day we came to install itI told him he should have had mentioned that before I ordered the bathtub liner, as it is a custom order made to fit his bathtub measurementAfter it was installed, we had the customer look at itHe said that it looked greatI mentioned to the customer that as a favor we installed his ceiling fan coverWe had found it lying on the bathroom floor when we arrived to put in the new installation, I did try to clean it up as it had many layers of discolored shades of paint flaking off it and harden caulk all over itThe pin to secure it to the fan was missing and you could see where it had been broken off in the pastI assume that is why someone before us had caulked it in place on the ceiling, I pointed out to the customer that the caulk that was on it was obviously not from us, as you could see that it was old hard cracked caulkThe customer then, instead of thanking us for redoing his bathroom, became furious just like he said and became very rude and obnoxious just like someone who should take an anger management courseTrying to be nice, I offered to try to find him a new oneI did look into it but because it was over years old, that model is no longer availableWhen the customer called us again saying that he now had water under his second installation, we decided to take pictures this time to prove that he lets the caulk turn black then does not take responsibility for his own actionsAs predicted, the caulking was black and full of mildewIn some areas the caulk was missingThe walls which are seamless and have no caulk in the corners still had mold growing up them from not being cleanedThe caulk on the comer shelves had turned orange and was pulling away from the shelfThe bathtub near the drain had a pinkish color going around it which is from bacteriaBefore we did anything, I called the customer into the bathroom and showed him all the mildew and mold and told him that if he does not do a better job of cleaning this will keep happeningThe customer said that he understands that he needs to do a better job of cleaningWe did not charge him for removing all the moldy caulk around the bathtub, around two corner shelves or for draining the tub liner and re-caulking everythingThe tub liner at this point had been so full of water from the missing and moldy caulk that it was impossible to get it drained completelyWe did take our time to do the best job possibleWhen leaving, he informed us that his neighbor had inquired about us doing his bathroom and he told him not to use usI know plenty of people that would love to find a contractor that will replace everything free of chargeMost places will give you the material for no cost if it is a re-do, however it is then up to you to pay for the installationI did call several places and they did verify that to be trueBefore we left he said that he never had trouble with caulk adhering beforeI told him that if he had cleaned his caulk, it would not had been an issue with die caulk we usedWith the tube of *** bathroom caulk in my hands, I tried to show him the caulk that we useHe looked away and would not look at it and said that he does not want to see itWe never imagined that he was going to be so nasty and not appreciate what we had done for himAlmost all of our work comes from referrals as we do an excellent jobI have had people call us back after twenty years to do one or two other bathrooms for themHe called saying that there was water again under the linerI told him that we will come out one more time, free of charge, but after that we will be charging for our servicesThe customer said that he will never pay for the service of draining and re-caulking and we will continually come back free of charge for as many times he calls us or he will take us to small claims courtLawyers do not scare me as my son is an attorneyI told him that if that is how he feels, then maybe that is what he should doI said "goodbye"In the Home Maintenance Manual for homeowners it tells of how you should do caulking in your bathroom as part of home maintenanceThere is also a book called Home Maintenance *** *** by *** *** and *** ***It states in the book the benefit of caulking as a preventative measure for all home ownersI would like to address the comment from the customer about the competitors saying that maybe we did not clean the walls before installing the caulkThe walls installed both times were new and the walls did not have any old built up dirt or grime on them which needed to be cleaned before caulkingWe do go along the tub and wall seam before caulking with rubbing alcohol just in case there is some dust on it, however it is not necessary on a new surfaceThe customer mentioned the trim work, there is no wood trim to cut and fitThe moldings are acrylic, made in the factory and just snap on the ends of the wall surround to make a completed finished appearanceWe are not satisfied with this customer and would not recommend him to another contractorThank you, Bath Solutions I know my answer to this complaint is rather long, however this has been going on a long time and if you are going to print this for other people to read I think they should have the whole answer to this, with us addressing all issuesThe customer has said that he had his first install done or purchased - 6/23/My brother sold the job to him and I found today the last paycheck which would be the last week (month) that my brother Jim Hworked for us which was pay date of 10/3/This has been going on for 2009-- is nine yearsI had said in my typed report 8-yearsI did not have the last paydate when I wrote it on March 1, I also took pictures of the customers - bathroom sink and facuet, dirty bathroom door (did not send door picture)You can see on the vanity sink top that behind the facuet the caulk is missingI'm sure his vanity floor is getting wet and rotted out from water dripping down and into itI of course did not put this into the report, because it has nothing to do with the job we did but I wanted you to understand that he does not take care of anything or any areas that the caulk needs to be taken care ofThank you, Bruce L

The customer was told that a new tub liner would be installed and was given a date to do so.The end of April the customer called to change the installation date to a later date because it was right before a holiday weekend.The new date was set for the first available opening .There were several...

attempts to try to figure out why this bathtub liner was giving the customer and us a problem as the caulking and drain were fine and there was no reason why water should be getting under the liner. The customer had new walls and faucet put in by us and that was not the problem. There was a long period of time after we drained the tub liner that it seemed to not be a problem and then it started back up again because of that we told the customer a new tub liner would be installed for him. The company was called to drain the tub again and It was apparent on that day what the problem might be, the customer had in his bathroom a cleaning product which clearly states on the back under the warning label not to use it on acrylic which the liner is made of as it will damage acrylic. The product is acid based and puts tiny hair line cracks in the surface  which water can seep into.The customer said that he only used the product once but once is enough for the acid to damage the tub liner. We have no way of knowing how many times he used it and if that is the reason or not for the problem. We have been installing tub liners for over twenty five years and have never had a mystery like this one. All of our customers are very, very  satisfied with their bathtub liners.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I Have read Bath Solutions response to my complaints and many parts to their letter are not true.  Their letter shows the problems with their poor work was my responsibility for what they did wrong. At this point I am not sure what to do next to get this matter taken care of.  I need to get their work fixed or my money back.
Regards,
[redacted]

The customer was told that a new tub liner would be installed and was given a date to do so.The end of April the customer called to change the installation date to a later date because it was right before a holiday weekend.The new date was set for the first available opening .There were several attempts to try to figure out why this bathtub liner was giving the customer and us a problem as the caulking and drain were fine and there was no reason why water should be getting under the liner. The customer had new walls and faucet put in by us and that was not the problem. There was a long period of time after we drained the tub liner that it seemed to not be a problem and then it started back up again because of that we told the customer a new tub liner would be installed for him. The company was called to drain the tub again and It was apparent on that day what the problem might be as the customer had in his bathroom a cleaning product which clearly states on the back under the warning label not to use it on acrylic which the liner is made of as it will damage acrylic. The product is acid based and puts tiny hair line cracks in the surface  which water can seep into.The customer said that he only used the product once but once is enough for the acid to damage the tub liner. We have no way of knowing how many times he used it and if that is the reason or not for the problem. We have been installing tub liners for over twenty five years and have never had a mystery like this one. All of our customers are very, very satisfied with their bathtub liners.The customer also said that the price for the liner was  $2,850.00 but that included the walls, corner shelf  and faucet which are fine the tub liner was $895.00 installed.  I do not know if that matters or not. Thank you, [redacted]

Bath Solutions installed a new faucet, bathtub liner and wall surround about eight to nine years ago. The customer called saying that he had water under his bath tub liner. We drained the tub liner and then re-caulked it for him free of charge. The customer mentioned that his caulk had turned...

color. I called [redacted] customer service, as we use the  [redacted] silicone bathroom caulk. It is mold and mildew resistant. Customer service said that if it is not from the dyes or chemicals in the products being used for bathing, shampooing or cleaning then it will turn color from not being cleaned. It will first turn yellow, orange or a pinkish color, which is a sign that bacteria is building up on the caulk. If left uncleaned, it will eventually turn black from mold. The mold and mildew will actually make little pinholes in the caulk which makes the caulk fail to seal out water. The mold will eventually spread beneath the caulk and cause further damage from spreading up the walls. The mold growth will make the adhesives used for the installation of the walls not to adhere correctly. It will also do the same to the caulk. We returned several times never charging him to drain and re-caulk. I told him what customer service said about cleaning the caulk. The customer asked if we would replace the unit. We have been in business for forty years and never had to replace an entire unit before. We gave the customer the benefit of the doubt and replaced everything for him. We did not charge the customer for the shipping, the cost of all the new materials, supplies or labor for the new installation. The customer asked for his money back the day we came to install it. I told him he should have had mentioned that before I ordered the bathtub liner, as it is a custom order made to fit his bathtub measurement. After it was installed, we had the customer look at it. He said that it looked great. I mentioned to the customer that as a favor we installed his ceiling fan cover. We had found it lying on the bathroom floor when we arrived to put in the new installation, I did try to clean it up as it had many layers of discolored shades of paint flaking off it and harden caulk all over it. The pin to secure it to the fan was missing and you could see where it had been broken off in the past. I assume that is why someone before us had caulked it in place on the ceiling, I pointed out to the customer that the caulk that was on it was obviously not from us, as you could see that it was old hard cracked caulk. The customer then, instead of thanking us for redoing his bathroom, became furious just like he said and became very rude and obnoxious just like someone who should take an anger management course. Trying to be nice, I offered to try to find him a new one. I did look into it but because it was over 25 years old, that model is no longer available. When the customer called us again saying that he now had water under his second installation, we decided to take pictures this time to prove that he lets the caulk turn black then does not take responsibility for his own actions. As predicted, the caulking was black and full of mildew. In some areas the caulk was missing. The walls which are seamless and have no caulk in the corners still had mold growing up them from not being cleaned. The caulk on the comer shelves had turned orange and was pulling away from the shelf. The bathtub near the drain had a pinkish color going around it which is from bacteria. Before we did anything, I called the customer into the bathroom and showed him all the mildew and mold and told him that if he does not do a better job of cleaning this will keep happening. The customer said that he understands that he needs to do a better job of cleaning. We did not charge him for removing all the moldy caulk around the bathtub, around two corner shelves or for draining the tub liner and re-caulking everything. The tub liner at this point had been so full of water from the missing and moldy caulk that it was impossible to get it drained completely. We did take our time to do the best job possible. When leaving, he informed us that his neighbor had inquired about us doing his bathroom and he told him not to use us. I know plenty of people that would love to find a contractor that will replace everything free of charge. Most places will give you the material for no cost if it is a re-do, however it is then up to you to pay for the installation. I did call several places and they did verify that to be true. Before we left he said that he never had trouble with caulk adhering before. I told him that if he had cleaned his caulk, it would not had been an issue with die caulk we used. With the tube of [redacted] bathroom caulk in my hands, I tried to show him the caulk that we use. He looked away and would not look at it and said that he does not want to see it. We never imagined that he was going to be so nasty and not appreciate what we had done for him. Almost all of our work comes from referrals as we do an excellent job. I have had people call us back after twenty years to do one or two other bathrooms for them. He called saying that there was water again under the liner. I told him that we will come out one more time, free of charge, but after that we will be charging for our services. The customer said that he will never pay for the service of draining and re-caulking and we will continually come back free of charge for as many times he calls us or he will take us to small claims court. Lawyers do not scare me as my son is an attorney. I told him that if that is how he feels, then maybe that is what he should do. I said "goodbye". In the Home Maintenance Manual for homeowners it tells of how you should do caulking in your bathroom as part of home maintenance. There is also a book called Home Maintenance [redacted] by [redacted] and [redacted]. It states in the book the benefit of caulking as a preventative measure for all home owners. I would like to address the comment from the customer about the competitors saying that maybe we did not clean the walls before installing the caulk. The walls installed both times were new and the walls did not have any old built up dirt or grime on them which needed to be cleaned before caulking. We do go along the tub and wall seam before caulking with rubbing alcohol just in case there is some dust on it, however it is not necessary on a new surface. The customer mentioned the trim work, there is no wood trim to cut and fit. The moldings are acrylic, made in the factory and just snap on the ends of the wall surround to make a completed finished appearance. We are not satisfied with this customer and would not recommend him to another contractor. Thank you, Bath Solutions I know my answer to this complaint is rather long, however this has been going on a long time and if you are going to print this for other people to read I think they should have the whole answer to this, with us addressing all issues. The customer has said that he had his first install done or purchased - 6/23/2010. My brother sold the job to him and I found today the last paycheck which would be the last week (month) that my brother Jim H. worked for us which was pay date of 10/3/2008. This has been going on for 2009-2016 - is nine years. I had said in my typed report 8-9 years. I did not have the last paydate when I wrote it on March 1, 2016. I also took pictures of the customers - bathroom sink and facuet, dirty bathroom door (did not send door picture). You can see on the vanity sink top that behind the facuet the caulk is missing. I'm sure his vanity floor is getting wet and rotted out from water dripping down and into it. I of course did not put this into the report, because it has nothing to do with the job we did but I wanted you to understand that he does not take care of anything or any areas that the caulk needs to be taken care of. Thank you, Bruce L.