Aging in the Home Remodelers

The service was conducted and the issues were corrected and the customer signed all satisfaction certificates.

I have reviewed Mrs. [redacted] concerns and am glad to hire a professional to make the needed repairs ensure no future problems. With regards to the past issues, I would like to offer Mrs. [redacted] $300.00 refund.

We reached out to Mrs. [redacted], apologized for the inconvenience and informed her we have sent her a signed copy of the Lien Release in the mail. Client satisfied.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
 The offer was indeed offered and we reluctantly agreed for the simply fact that that we were told under NO circumstances we would not received the $2000 deposit we put down because of the contract that was signed which is not fair to any consumer.  Although there is a 3 day period to change your mind you will not know if it will be a problem with the merchandise if it is delivered 2 months later. I was told that they have expenses that it could not just be paid back on the shelves and I would like to know why I am sure they didn't throw away a stairlift and chair that was never used.  I was willing to part with the installation fee ( $150 ) is what I was ORIGINALLY told we be subtracted from the deposit. Then I was contacted by the general manager said your gonna eat that $2000.  Then he proceeded to try and bully me and blame my spouse.  So I now have to come up with $2000 more. I would rather a refund and the chance to deal with a more reputable business. If not I have no option but to let them do the work.  I am not happy and if the latter is the case I will be highly disappointed but I will not stop, they may have gotten me but I plan to keep writing letters to anyone who will listen. I am even seeking a news station that helps out consumers with complaints such as these and also legal counsel and thinking a class action lawsuit because the companyAIHR in 5 or so states have had the same complaints from many consumers. They have unfair business practices and it is UNACCEPTABLE !!
Regards,
[redacted]

Revdex.com spoke with the business regarding this case. They have been in contact with the customer regarding the on going issues and a service has been scheduled for July 9, 2016.

We went out today and customer is fully satisfied. Did full product inspection.. Customer is happy.

We feel badly that [redacted] feels that the product was misrepresented.... Therefore we will be refunding his entire deposit immediately. Sorry that this did not provide the solution that he needed.

“We have spoken to [redacted], ordered new parts and will contact our clients once the parts come in and set up an appointment for installation. [redacted] acknowledged he is satisfied with our efforts and will proceed accordingly.”

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] We demand a full refund in the amount of $19, 170 and immediate removal of EasyClimber as it is a hazard stuck in middle of stairs.Repairs will not solve the problems with this defective EasyClimber product.  It continues to break down after repairs are made and AIHR does not have personnel that know how to fix it.  The product is defective.  Batteries die, charging system not working properly, 30 amp fuses blowing and metal shavings on floor from operation of chair on rail leaving sharp edeges that are unsafe.1st failure - 2/6/16.  Out of service 2/6/16 to 2/26/16, 20 days.  Batteries and broken part on charging system.2nd failure - 3/23/16.  Out of service 3/23/16, 1 day.  Battery and charging station related failure.3rd failure - 7/12/16.  Out of service 7/12/16 to 7/16/16, 4 days.  30 amp fuses blown.4th failure - 8/18/16.  Out of service 8/18/16 to 8/21/16, 4 days.  30 amp fuses blown, repairman said something wrong with chair or charging system.5th failure - 8/23/16.  Out of service 8/23/16 to date, 28 days and counting.  Light blinking and chair stuck in the middle of stairs.  Company would not send out repairman and all numbers given to call for repair were companies that do not repair the EasyClimber.It is blatantly clear by all these failures that EasyClimber is defective and that AIHR cannot service product when it needs repair and does not have personnel to service product in a timely fashion.  My mother has ALS and needs to get crucial medical treatment for her illness.I believe the Lemon Law applies. Lemon Laws were structured since the 1980s in order to protect the buyers of new and used motor vehicles.  Lemon Law can be obligatory on any type of vehicle including a car, truck, van, SUV, motorcycle, boat or computer, motorized wheelchairs, electric scooters and other assistive devices used by kisabled persons, et.  In case any of these consumer durables or property is found to be flawed, then the consumer is entitled for either money back, replacement or a case settlement.AIHR refuses to acknowledge and take accountability, and responsibility for this grossly defective product and does not have qualified personnel to respond or repair in timely fashion.  This is a $19, 170 product that is brand new and does not work.  The only acceptable remedy is to refund fully $19, 170 and remove product immediately.  I will be faxing all documents related to purchase, detailed notes of calls to AIHR for repairs, who was spoken to and other information I have in my possession to Revdex.com fax #[redacted].  We will continue our efforts and do whatever it takes to get this resolved.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business...

in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

In our discussions directly with Mr. [redacted] we had discussed refunding his money fully and have done so and removed the lift as promised. We also understood that he was going to be  putting in another stairlift most likely. Based on these new additional requests we are glad to agree to help "repair" the steps to return  them to a satisfactory state. We will not be providing additional compensation as requested. Very sorry this was unable to meet his needs.

We verified with [redacted] Municipal licensing division before installation took place. City advised that no electrical, plumbing permits were required. Today we again confirmed that no plumbing permit is required for the direct replacement of a bath tub. The city  representative could...

not confirm whether an electric permit may be necessary. We will know tomorrow morning. If we need to pull one now, we will promptly do so.. also attached is a copy of our contract signed and initialed stating [redacted] authorized our company to collect down payment and balance on same credit card. If customer would rather pay the balance in a different manner, we will arrange for him.

Mr. [redacted] did in fact enter into contract with AIHR end of April 2016. Mr. [redacted] ordered a curved lift which is a “build to order” product specifically for hi home only. This product can’t be utilized at any other home as it is made specifically based on the dimensions of the stairway in his home....

Unfortunately, the process to “build to order” is lengthy. Our sales representative conducts their sales presentation and if the customer is interested in the product they will coordinate an additional trip to conduct a “photo survey” which includes specific dimensions and photo’s specific to their location. Once that portion of the process is complete it is sent off to the manufacturer where the survey is reviewed and the product is made. The product was installed mid-July 2016 and the customer was not satisfied with the location of the “resting point” of the lift. AIHR immediately communicated back to our manufacturer who agreed to fabricate a custom piece to fit this specific unit to allow the “resting point” to slide a little further down to accommodate Mr. [redacted] request. This process typically takes 6-8 weeks as we have to special order and fabricate product specifically for this home and ship through Customs to arrive in the USA. There are no standard curved lift applications, therefore parts are not readily available which is why the fabrication is customer for each individual home. We contacted Mr. [redacted] the week of September 14th to coordinate the installation of the part needed to remedy his concerns. We were instructed at that time that the customer did not want AIHR to complete the installation and he actually wanted the unit removed. AIHR wants to fulfill their contractual obligation and ensure Mr. [redacted] has a unit that works to his satisfaction.

Review: I purchased a walk-in Jacuzzi tub from said company in September of 2014. I had problems right away with the sealer used on the tub. I called customer service. They sent the installer, who resealed with the same type sealer. In no time problem again. This sealer would literally melt after a few times of showering in the tub. Fearing leakage damage we resealed it ourselves with a different product that worked. The only person available to seal the area was my teen-aged grandson. He was pretty messy. I decided to give the company another try, hoping for better results. Out comes the same service/installer, uses the same sealer again. I remember exactly when it was. It was the day before my mother's funeral a little over a year ago. After sealing tub must sit for 24 hours with water. This being my only means of bathing I was forced to rent a $100 hotel room in order to be presentable for my mother's funeral the next day. I wasn't much concerned with anything at that time, aside for grieving for my mother. About six weeks after the last sealing job my family helped me rearrange my bedroom, that shares the wall with the bathroom. While moving an antique trunk, we observed rust on the carpet. On further inspection we found the carpet wet, the baseboard swelled out from water damage, and water under the tub. I called in this complaint. They would look into it. I had my grandson reseal with our sealer to keep from allowing more damage. No one came and no one called. One day I discovered wood ants crawling all around my bathroom floor. They were coming from under the tub. No other wet areas had this problem. They were coming up from the tub drain. Call and complaint again. The last person I spoke with said they would send the installer out. I said,"No". Not the same man doing the same thing again. I told them I'm now looking at repairs in the thousands. They would look into it and get back to me. Nothing. I really want them to take that tub back and give me back my money.Desired Settlement: I just want that tub gone. My money returned to me that I can then fix all the problems and have a proper place to bathe in comfort and safety. Jacuzzi has a Lifetime Warranty Guarantee on their products. I paid $14,000.00 in cash to them. I feel I was taken advantage of because I am older, and a widow. I have enough to deal with, living on a fixed income, having multiple health problem, including two knee replacements, ( reason for purchasing tub). I pray you can help me. Buying that tub was the biggest mistake I have made in the past five years of being a widow. Thank you. Sincerely [redacted]

Business

Response:

I received the complaint from Ms. [redacted]. I'm very sorry to hear about these issues. There was a message from early April that she had contacted someone in our office, and in looking through our notes, that person forwarded the message on, or thought she did. However, it appears the message didn't get relayed properly. The last contact prior to that was last December. As far as her solution to take the tub out and return her money, unfortunately we cannot do that as this is a custom construction project. However, we definitely should make sure there are no issues, and I will do whatever I can to make sure any issues are resolved.I will contact her today and get the ball rolling on fixing whatever the issues may be as quickly as possible. Thank you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer called and said that while the business did reach out to her on May 9, 2016. She was told they would send someone out but she has never been contacted since then.

Business

Response:

I have reviewed Mrs. [redacted] concerns and am glad to hire a professional to make the needed repairs ensure no future problems. With regards to the past issues, I would like to offer Mrs. [redacted] $300.00 refund.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer contacted Revdex.com and said she has not heard from the business regarding their offer to have a professional come out and resolve the issue. She has also not been contacted regarding the refund they offered.

Business

Response:

Revdex.com spoke with the business regarding this case. They have been in contact with the customer regarding the on going issues and a service has been scheduled for July 9, 2016.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

the customer called back and said that he found a message from the business cancelling the service on the 9th but it did not have a date to reschedule this and they have not been in contact with her after that.

My mom is in the market to have a walk in tub installed in her bathroom to replace her existing tub/shower. My brother located two companies on the internet and provided me with the links. I called both of them to arrange quotes.
The internet page that led me to this company was for "Walker Tub" (http://walkertub.xyz/tag/safestep-walk-in-tub-cost-sonora-ca-95370). It was very generic and since I was going for a tub quote I called. When I called the number as listed on the internet, they answered the phone "Jacuzzi". I thought this was strange but since they are a manufacturer of tubs and spas and that is what I was looking for I continued.
My mom received a reminder in the mail and it led us to believe we was going to meet with a Jacuzzi representative. I did not notice until after the visit that in smaller print under the pictures of tubs, showers and stair lifts it states "Brought to you by Aging in the Home Remodelers, Inc"
We did receive a quote from the Aging in the Home Remodelers representative. My issues with the visit are as follows:
1. Before we even started talking about a tub, we were informed our 40 gallon water heater would not be large enough that they recommend the we replace this with a 50 gallon water heater.
2. We were provided a quote but we did not select a walk in tub and no tub model number is listed on the quote.
3. No tub brochures were left to even indicate what tub we were going to get in the event we decided to go with this company. I would expect Jacuzzi to have more than one model to choose from.
4. The representative informed us that they would need to remove and reinstall the toilet. I asked the representative why and he said as you enter the bathroom, there is the vanity, then the toilet, then the tub. I informed him that the toilet is not between the vanity and tub it is across from the vanity behind the door and would not be in the way.

Review: AITHR is a corporation that has tentacles reaching from one end of the country to the other. There does not appear to be any evidence of one arm talking or providing information to the next arm, so by the time it gets to the installer, this poor guy doesn't know anything about the job other than how to install a certain piece of equipment, such as, in our case, an Easy Climber and a hydrotherapeutic jacuzzi (two different installers).The installer has not been given any information about the job, such as measurements; where the equipment goes, such as upstairs; if he is going to need a helper, which the installer is responsible for employing and paying for. Because he did not know he would be installing on the second floor, the installer of our Jacuzzi did not bring a helper and there was no way he could get the tub up our stairs, down a hall and put in the bathroom by himself. Our regular house maintenance man and our electrician happen to be here and, fortunately, were willing to help, but that's not why they were here and we felt they were being unduly used so we spent $75 on gift certificates for them; we feel we should be reimbursed by AITHR for having to pay for something that was their responsibility. Two days later the installer for the Easy Climber came. No information had been given to him. As it turned out, someone at AITHR incorrectly wrote that we needed two lefts of the motor/seat track when it clearly says on our contract we needed a L and a R. The sales person did no follow up to ensure the contract was fulfilled correctly. Now we have to wait another week for another motor to be sent, willingly allowing the installer to leave his equipment in our garage and in a room upstairs. The error was not his fault. AITHR had been presented to us as a team effort from start to finish. This was a team with no coach and only individuals trying to do their jobs without much information. Considering the cost of $28,150 for the entire job, we feel wrongly used.Desired Settlement: Finishing installation of the Easy Climber, reimbursement for the $75 gift certificates, reduction in overall price by 5%, which would be $1407. 50, assurance that the installers, both of who were terrific, will not be held accountable for or penalized in any way for not knowing what they were never given, for example that one needed to hire a helper but he didn't know that it was two story house that included having to get the tub up a winding stairs, the other for being sent the wrong equipment through a human error of not marking the correct needs and no follow-up or double check to see that it was done correctly. AITHR is presented as a team process. We failed to see any teamwork and that the company is misrepresented.

Business

Response:

We are significantly disappointed to learn that the Points would be against the hiring of American workers to conduct work anywhere in the U.S. and that we should never provide new workers the opportunity to work at a craft after having achieved a certification.It is completely untrue that any installer was unprepared. On the contrary, every installer completes a rigorous certification program before getting work from our organization. The evidence that we properly prepared this installer is attached. All installers were provided spec sheets, drawings and pictures of the area to install. To say that an installer has no right to do his first install is to say he has no right to work in America. This is unfair and disappointing.All of our installers were prepared and provided all details of the work. The product was clearly installed properly. And the consumer is clearly happy with the installer's work as they do not want the installer to face repercussions. The only repercussion an install team would face is if we were forced to pay them 5% less. This demand for a lower price is tantamount to utilizing the Revdex.com complaint system as a personal tool to attempt to renegotiate fair pricing with a hard-working contractor after the fact. This is a deceptive act by a consumer trying to work the system. The Revdex.com complaint system is for legitimate complaints against bad companies. We would not ask for our installers to take 5% less or our manufacturer to charge us 5% less or ask our employees to take 5% less home in their paycheck this week to satisfy the Points' desire to cheat a contractor out of a fairly established price for retrofit work.The handing of the lifts was an order - processing issue at the manufacturing plant, not the contractor (AIHR). We are unable to accommodate a request for a discount to the job, much less complete the job at a fair profit since we have had to pay an installer twice to visit the home. This is an unfair and unreasonable request. At this point, we're not sure we can move forward with the job unless the customer pays in full as we have already been threatened with not being paid for the work. Our counter-proposal, therefore, is to have the customers pay their balance in full and we will schedule completion of the job lift installation. The customers are currently in possession of property they have not paid for. We will need to either collect that property or to receive payment for the ordered job.

Consumer

Response:

Dear Revdex.com,The dispute between myself and AIHR with the installations of a Jacuzzi walk-in bathtub and an Easy Climber stair lift. The company finished the installations yesterday and we are very pleased with the results. Mike M[redacted] the Sales Manager in Colorado called me, which resulted in a congenial conversation and apologies for the “bumps in the road.” The company offered a financial refund of $500, which we accepted with gratitude and the issues are resolved. Can you please amend the files that the customer’s complaints were satisfactorily resolved.Thank you for your efforts on my behalf.Sincerely,[redacted]

It is my personal experience that this company, Aging in the Home Remodelers has a customer service rating of 1 on a scale of 1 - 10. 1 being the worst and 10 being the best.

Review: I sent Certified letters of major problems and complaints to Customer Service at Jacuzzi Corporate Headquarters in Colonial Heights VA., Customer Service in Lakewood CO., CEO/President (Tom K[redacted] Robert R[redacted]) in Chino Hills CA. The only response received from anyone has been a threating letter from the Collection Manager in Lakewood CO., which ignored my letters and demanded final payment in full.

Faith has been breached, promises broken by Jacuzzi. One of very many complaints is there is no hot water going to the tub.

Another of many more complaints is I was falsely told by the sales person that I needed a new hot water heater! Which in fact I did not! However, it was included in the total price.

Installation started July 27, 2015, and was due to take 2-3 days.

Installer told us he had completed all he could do on August 10, 2015.

(Due to damages that occurred during installation by installer.)

August 19, 2015, Certapro Painters came and repaired the damaged walls.

Starting the week of August 3, 2015 until August 20, 2015 I received numerous threatening and harassing calls from Lakewood, CO. demanding final payment for the job that was not completed.

Installer nor anyone else has given me any documentation of installation completion to this date!Desired Settlement: Remove their tub from my home and total refund of all money paid to them by me. Replace my original tub.

Business

Response:

Dear Mr [redacted]-Thank you for your letter. I apologize for your dissatisfaction with our products & services. At the time of our original consultation with you, our sales consultant identified that you had a 40 gal hot water heater. Jacuzzi recommends a 50 gal heater for their products, so we included that in the price to which you agreed via our signed customer agreement.I understand there were delays associated with the electrical, HWH installation & painting. I apologize for those, but they have now all been completed.Regarding you concersn around the water pressure, both our company & the HWH installation company have tried to reach you on multiple occasions to schedule a time to come out & evaluate the problem. We have not received any return calls from you. We are happy to schedule a service for this issue, but you must know in advance that we are unable to improve your existing home's water pressure.Please return a call to schedule this service at [redacted] & ask for Tracey D[redacted].Please note that at the time of this service, we will need to collect your final balance due of $10,495.00.Best regards,[redacted]Vice President

Business

Response:

On the initial installation which was on 7/27 we received info that our installer had caused some wall damage. We fixed this and then were requested to do some painting which we also did and Ms [redacted] mentioned to me it was done very satisfactorily. It was not until 8/20 that there was a problem with the water heater. Apparently they had placed a complaint on Facebook and was contacting firstSTREET and their concerns did not get to the Denver office as this caused delay in our responding. We contacted our plumber Mckenzie plumbing and they tried a number of times to contact the [redacted] to come out and resolve their issue but could not get a returned call. I suspect that they had already decided they didn't want it fixed. We also called a couple of times and left messages and that is when Norm Murdock finally reached them and explained how we are obligated contractually to come out and fix their tub and make sure they receive what they paid for. We are bound by our contract to complete our job and the customer needs to allow us that opportunity. We are unable to operate a business if we try to fulfill our obligation and then be expected to deinstall our work and incur additional costs on top of that, while providing a full refund. We have agreed to refund the price of the water heater so they will have a new water heater and we have paid for additional painting etc. and just need the chance to complete our contract.

Purchased a Jacuzzi hydrotherapy shower. Sales person from Aging in the Home Remodelers mis-represented shower. We had several clear questions / concernens prior to purchasing.
(1) Needed shower to be spacious: We were assured it would give us MORE interior shower space than current tub shower.
(2) Needed really hot water that we could adjust without limitations.
(3) Willing to pay high price of product and installation to have it done in a day and have everything taken care of for us.
Installation not done in a day, took several days. Shower doors were beyond cheap leaked and popped off. Interior shower space was much less than with tub. hard to move around it, bottles fall off shelves. Safety guage on shower prevents you for turning up water for really hot shower. We were told it could be removed but that is against code and nobody would remove it. Had to get shower doors fixed, they continued to pop off asked multiple times for shower curtain to replace them finally got the thinnest, cheapest shower curtain I'd ever seen. No manuals or final instructions. Diverter broke within weeks of installation had to have it replaced with redesigned diverter as this was a design flaw. Finally ended up hiring private contractor to put in custom shower doors to fix space and door problem.
NOTIFIED BY COUNTY PERMIT CHECK BOUNCED FORM INSTALLER. Finally got this issue resolved later got notice. FINAL INSPECTION NOT DONE AND PERMIT WAS GOING TO EXPIRE. Will this nightmare never end? Dealing with rep it was clear that we were just one of many fires they were trying to put out. I think the only reason they can stay in business is they don't rely on repeat business or referrals. I should have done my research before ordering.

Review: No work permits!

Charged credit card without permission. Pluming not adequate for tub.Desired Settlement: Get work permits written permission for different credit card charge

Business

Response:

We verified with [redacted] Municipal licensing division before installation took place. City advised that no electrical, plumbing permits were required. Today we again confirmed that no plumbing permit is required for the direct replacement of a bath tub. The city representative could not confirm whether an electric permit may be necessary. We will know tomorrow morning. If we need to pull one now, we will promptly do so.. also attached is a copy of our contract signed and initialed stating [redacted] authorized our company to collect down payment and balance on same credit card. If customer would rather pay the balance in a different manner, we will arrange for him.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The complaint that I submitted on 4/7/15 Id [redacted] has not

been resolved. The walk in tub was never installed properly. The plumbing and the

electrical would not pass inspection by the [redacted]. No work

permits were applied for to do the installation of the walk in tub. I was told

that all work permits would be gotten before the work would start. No one has

contacted me to correct any of these problems. My credit card was charged for

the complete balance without my permission.Thank you,[redacted]