Bath Fitter Northern California

Company states: At this point, the company's position is we are standing by refunding half of the job of $2,or we can the job

This complaint is a total surprise to me. We completed this installation on Friday October3, 2014. The customer called into ouroffice with concerns about our installation on Monday October and I personally was at the customer’s house on Wednesday October 8, 2014. I agreed
there were items that were not done to our expectations and I agreed that they need to be taken care of. The customer had a contractor doing otherwork at her house and I agreed to let her contractor do some finish work on some exposed drywall and we would pay for it. I also told her we would send out our installer to finish his work and she agreed this was acceptable. When we last spoke with *** on October she told us her husband just had surgery and “she will call when she is ready.” Today when I spoke with *** she told me that her husband is very upset and that he will do his own thing. I told her that the complaint with the Revdex.com is in her name, she said that doesn’t surprise her, she said, he often puts things in her name. We have been in contact with *** and have communicatedfully with *** on this matter. Therewere some tiles removed that our installer was told it was alright by ***,who was there with the installer on the initial walkthrough while her husbandwas having breakfast, because she was going to have tile work done. We agreed to go cover the hole that was left and *** agreed to. We have fully cooperatedwith *** on this matter and have agreed to pay for the finish work on thedrywall and go complete the other issues that were brought up All these agreements detailed in this responsewere agreed to by *** and me when I met with her on October 8, at herhome. At no time have we altered ouragreement, not been in contact with her and as per her request, we were awaitingher to contact us so we could go complete the items of concern. This is why this is a total surprise tome. We are still more than willing to go do the work we agreed to and we will pay for the finish work on the drywall as we agreed

I am rejecting this response because: On February 6, was our first phone call to Bath Fitters with our issue that came to play when a plumbing p***lem came to play The receptionist informed us that *** was out of the office and would return our phone call Monday, February 9, We never received a phone call from Bath Fitters We called again on February 11, spoke to *** about how to remove the floor of their product When removing the floor, we found standing water I called Bath Fitters that same day to inform them that there was standing water under their product which was caused by the drain being improperly installed*** assured me that they always put the extend pipe in or the drain Bath Fitters installer did not do so for our shower which led to p***lems Below is a copy of an email sent to Bath Fitters on the issues at hand:***, Per our multiple conversations the following email is a compiled list of some of the issues your clients *** & *** *** experienced with the Bath Fitters product/installation at their home located at *** *** *** *** *** **In addition to the listed issues I have also provided pictures for your review. With the intention of resolving the stated issues in a swift and timely manner I have also provided a detailed proposed resolution for your review & consideration Issues:1. Drain was improperly installed: No sleeve or fitting was installed between the drain cover, drainage pipe and the shower sub floorThis resulted in significant water damage including mold growth and dry rot to the wooden sub-floorIn addition to the noticeable water damage on the sub-floor it is possible that additional moisture may have accumulated behind the shower walls resulting in the potential for mold growth, dry rot etc. Only caulking/silicone was used as the barrier between the drain cover, drainage pipe and shower sub-floorAs stated above no other sleeve or fitting was used to ensure proper water flow to the drainage pipe below and allowing for water/moisture to leak onto the sub-floor beneath. 2. Caulking/Silicone Product Issue/Failure:As mentioned during one of our conversations you admitted the caulking/silicone used by Bath Fitters during the time of my parents install has been reported to have a higher than failure rateYou also mentioned that "lately" you were receiving reports from clients of issues with the product (i.ecracking, improper sealing etc.). The caulking/silicone used on the corner seams of the shower wall have noticeable cracks, and some areas have noticeable separation at the seamsThis will ultimately allow for moisture to accumulate behind the shower walls and provide an environment conducive to mold growth, dry rot etcIt is safe to assume this may currently be the case but without proper investigation and determination (i.eremoving the walls & inspecting for moisture etc.) a proper/safe remediation is not possible If a known issue with a product used by a contractor is presented to potentially cause issues with the warrantied work it is the contractors obligation to notify the client with a solution. Once a proposed solution is addressed it is then the contractors responsibility to immediately provide resolution to the p***lem and to remedy any additional damage that may have been caused by the product/install issueUnfortunately, in the last ~months Bath Fitters has not notified the client or proposed a reasonable solution to the potential p***lem, instead the p***lem was casually addressed in a phone conversation.3. Installation & Scope of Work: During the actual installation, the installer notified the client that he determined the proposed installation of minimal seams for the shower walls would actually require multiple seams due to the parameters of the shower dimensions etcThis altered the originally agreed upon scope of work and no change order was issued to the client for review and approvalIt is a contractors obligation to notify a client in writing of any changes to the agreed upon scope of work.The multiple seams change, originally would have been a minor issue, but in light of the noticeable cracking of the caulking/silicone and the admission of product failure, confidence in the water tight nature of the shower is now in question and is need of proper investigation to determine if any moisture has accumulated or further damage has occurred.When Bath Fitters was originally notified of the issue and agreed to send a representative to the project site to review the issues, from a client perspective it is a safe presumption a non-biased representative would have been sentUnfortunately the representative was the actual installer who originally performed the workThis does not employ confidence in the client that an accurate depiction of the presented issues are likely to be reported considering the representative is typically motivated by self-preservation and ensuring employment security The issues experienced has ultimately caused lost confidence in Bath Fitters Workmanship, Product, Customer Service and WarrantyUnfortunately Bath Fitters also has not been forthcoming exhibiting an eagerness to truly address the p***lem or provide timely resolutions, instead the perception is that of deflection and avoidanceWith everything considered, the proposed resolution is to refund the full cost of the installed product directly to the client within business days of this emailThis will allow the client the opportunity to address the potential for moisture encroachment behind/underneath the installed product, potential mold & dry rot remediation, replacement of the shower interior with a water tight solution and ultimately get their shower back in proper operational condition like it was previouslyThis will also allow the client the ability to choose an alternate contractor to perform the necessary work to the standards they originally were promised by Bath Fitters but unfortunately did not receiveIt is regrettable that the Bath Fitters product did not net a positive result for the client, however in an effort to timely resolve the issue and move forward with a mutually beneficial resolution, the client looks forward to settling the matter amicably Thank you in advance for your time and consideration. On behalf of *** & *** ***, That was just one of the many emails sent to Bath Fitters When we contacted the corporate office in Springfield, Tn, we spoke to MsCrocker about the issues we are having, she responded to *** and informed him that we agreed to a refund of half the price we paid However, we never did agree to a price of the refund MsCrocker later disclosed to me that she came up with that amount Were willing to counter offer a refund price of $4,beings we had the shower for less than a year I hope that we can resolve this issue and I can't not stress on how much we do not want Bath Fitters coming back to our home and installing any of their products.Thank you for you time.*** and *** *** *** **
*** *** ** ***

As indicated on the phone to this customer, the $check will be mailed this week and it takes 2-weeks for the mail from Canada

We went to meet with this customer on 10/27/at 12:00pm. The customer signed a contract with us to install a tub and wall in their master bathroom. I checked our e-mails and do not see any e-mails from this customer to cancel prior to 11/3/2016, or any e-mails at all from this
customer. On 11/3/we processed their deposit so we could order their product. On 11/10/we received notice from the bank that this customer put a Stop Payment on the check. On or around 11/16/we received a letter from the customer stating they did want to cancel. This is well past the day right to cancel that California State law allows, however, we did honor their request to cancel. We do not have this customers check in our office. At this time it would have been shredded. If we did still have the check we have no intention of attempting to deposit this customers check again. If the customer needs some peace of mind, if this check is ever to be cashed by us, and again, we would have shredded it, we will fully refund the customer along with any fees associated with it. If we had the customers check we would be more than happy to return it, but, it was shredded. Thank you, *** ***Branch Manager

We had some miss-communication in our office.  I have spoken with this customer and resolved her concerns.

Currently we have 650 tub liners that we offer.  We offer 4 different colors in our tubs, for a total of 2,600 options for tubs.  Tubs come in a left hand drain or right hand drain for a total of 5,200 options available.  We offer 10 different skirt designs for our tubs for over 52,000 tubs available.  We also order the tub with a specific rail measurement for each customer, so the tub we ordered for this customer cannot be reused.  As I went through the file again this morning I found a change order confirming the customers wall, it was signed on February 23, 2017, past her right to cancel the contract.  I have attached a copy of this here. We are fully licensed, insured, bonded; our contracts have been reviewed by our lawyers and meet or exceed CSLB standards.  We have done everything on our part to fulfill this customer’s contract; we still want to fulfill this contract as per the terms of the contract.  However, if the customer still wants to cancel we will allow her to pay us what we are out of pocket so she can cancel.  If we must go to collections we will incur additional costs and expenses and we will then ask for the full 30% restocking fee as per the terms of the contract.  Our current out of pocket expense is still $1,379.31, with her $730 deposit she has paid, she still owes us $649.31. I believe we are being more than fair asking her to cover our cost and not the full $2,190 as per the terms of our contract.  Please, just make us whole, we complied to the terms of our contract and ordered her materials, we just want to be made whole. Tell us why here...

I am rejecting this response because: as I previously stated, I will accept the claim when I get my money

I am rejecting this response because: we are not willing to settle for no less than our whole cost of $5,000.  The product would not and had not stood up to what Bath Fitters had disclosed.  A seamless shower, which ended up having more than 4 seams, a floor that was going to rot away due to the plywood that was laid down with the lack of pipe to extend the drain, the failure to add hardy-backer board to cover the hole around the shower head and handle; which there are photos of this error.  After taking the product out of our shower we found numerous things wrong, which we have photos of too. We will not settle for having another one of their product and will not settle for $2500.  Once again we want our full cost back of $5,000.

I am rejecting this response because:According to the California Contractors State Licensing Board(CSLB):  The contract must describe, in detail, products to be used, amounts of materials provided, manufacturers’ model numbers, and itemized costs.These were not provided to me until 031617, as seen in Bath Fitter’s email attachment, after the contract was signed, after the contract cancellation was requested, after much attempts to conciliate my concerns, and after a formal complaint was filed with Revdex.com.The $500 discount given by Bath Fitter on the contract suggests to me that Bath Fitter could reduce their costs for installation, since they could not reduce their suppliers’ costs for materials ordered according to their claim that Bath Fitter would be charged a re-stocking fee, which sounds like it was a charge Bath Fitter would be required to pay to the supplier/manufacturer for returning the ordered materials to them.This seems to contradict Veronica’s statement to me that the product could not be used for another customer and she would have to cut it up (have it destroyed).  It also seems to contradict your claim that Bath Fitter would be charged a “re-stocking” fee, suggesting the supplier/manufacturer could return it to stock and sell it to another customer/installer.  In conclusion, it does not make sense that a supplier/manufacturer would charge for returning a product you say was unusable for any other customer so would, instead, have to be destroyed.Further, the Order “Confirmation” Bath Fitter very recently decided to share with me on March 16, 2017 (after the contract was signed, after the contract cancellation was requested, after much attempts to conciliate my concerns, and after a formal complaint was filed with Revdex.com).  The “Confirmation” lists items Bath Fitter claims to have been ordered on February 21, 2017.  The cost list totaled $6,571.  If that product cost is subtracted from the unpaid contract cost, a balance of only $391 remained.  Is Bath Fitter suggesting that the remaining $391 is all “labor” costs?The order “Confirmation” also notes: “Mold 17 Tester “dropped”.  It appears that this would mean that there already exists a variety of mold sizes that would fit a variety of customers’ existing bathtubs.  The Mold Tester that I saw the salesman and his assistant “drop” into the existing tub to confirm a good fit, did not appear to be a brand-new product, but appeared to be a pre-fabricated product that the salesman/contract-writer used to determine which mold needed to be ordered for this tub.When I suggested that the mold measurements were only one of two sample pre-fabricated molds that were used for confirming what size to order and that it seemed very likely that the tub you ordered could be used for another customer, Bath Fitter replied in the next email that some materials “we cannot use again” and that you actually have over 650 different molds.

Review: Boxed job didn't finish left hole in wall and floor didn't finish Dry wall broke way tile. It was to be one day job we were without a ball room for 5 days took the person in charge 5 days to come see it.

Desired Settlement: To pay 100 % the cost of finished boxed job.

Business

Response:

This complaint is a total surprise to me. We completed this installation on Friday October3, 2014. The customer called into ouroffice with concerns about our installation on Monday October 6 and I personally was at the customer’s house on Wednesday October 8, 2014. I agreed there were items that were not done to our expectations and I agreed that they need to be taken care of. The customer had a contractor doing otherwork at her house and I agreed to let her contractor do some finish work on some exposed drywall and we would pay for it. I also told her we would send out our installer to finish his work and she agreed this was acceptable. When we last spoke with [redacted] on October 14 she told us her husband just had surgery and “she will call when she is ready.” Today when I spoke with [redacted] she told me that her husband is very upset and that he will do his own thing. I told her that the complaint with the Revdex.com is in her name, she said that doesn’t surprise her, she said, he often puts things in her name. We have been in contact with [redacted] and have communicatedfully with [redacted] on this matter. Therewere some tiles removed that our installer was told it was alright by [redacted],who was there with the installer on the initial walkthrough while her husbandwas having breakfast, because she was going to have tile work done. We agreed to go cover the hole that was left and [redacted] agreed to. We have fully cooperatedwith [redacted] on this matter and have agreed to pay for the finish work on thedrywall and go complete the other issues that were brought up. All these agreements detailed in this responsewere agreed to by [redacted] and me when I met with her on October 8, 2014 at herhome. At no time have we altered ouragreement, not been in contact with her and as per her request, we were awaitingher to contact us so we could go complete the items of concern. This is why this is a total surprise tome. We are still more than willing to go do the work we agreed to and we will pay for the finish work on the drywall as we agreed.

Review: Drain was improperly (not) installed. Caulking/Silicone Product Issue/Failure. Installation & Scope of Work were not met,Customer Service/Failure to return phone calls. It is regrettable that Bathfitters did not net a positive result with their product.Desired Settlement: Full Refund

Business

Response:

In February of this year we received a call from the [redacted]’sadvising there was an issue with their installation. We advised them how they should remove ourshower floor so they can fix the water seeping issue they were having so wecould come and reinstall the floor upon completion of fixing the water seepingissue. Later in the month we receivedanother call from the customer questing the installation of the drain. We sent our installer back to the customers’residents on February 25, 2015 at 9:00am. Our installer could not determine what the source of the water seepingwas. He did not believe we were thecause of the issue, but, he could not fully guarantee we were not.On March 19 we received another call from the customer and Ischeduled myself to visit the customers and assess the situation myself. I went to the customers’ house on March 23,2015 at 11:00am. At that time I was ableto see the base we installed and the customers told me about the issue they hadwith their sewer lines. The advised theyneeded to replace their sewer lines and were in talks with plumbers to fullyreplace their aging sewer lines. Theyhad already fixed the drain under the flooring in the shower when I hadarrived. We did not touch their existingdrain. Upon inspection of the flooring Icould not tell if the water seeping was an issue we caused or if the issue wasdue to their failing sewer lines. Because I could not tell what the issue was I agreed to reinstall theirshower floor at no cost to them once they fixed the sewer lines. They also informed me of concerns they hadwith their installation and I agreed to fully reinstall their shower to alleviatetheir concerns. After I advised themwhat we would do they agreed to have us back after they completed the sewer installation. I advised them I would e-mail theminformation regarding our conversation. I did fail to do this in the time I advised. Early in the week of March 30 we received acall in the office that [redacted] called and advised he no longer wanted theshower installation. When I returned hiscall and personally spoke with he did not advise me that he no longer wantedthe shower, but he wanted to ensure where the seam would be, and I reminded himof our conversation while I was at his house. On April 1, 2015 at 4:49PM I received the following e-mail from Aspen Locken. “[redacted], I spoke with [redacted] & [redacted] regarding yourvisit last week. It is my understanding you have offered a resolution howevernothing has been provided in writing detailing the scope of work &resolution as promised. Once again your client is having to follow up with youin order to move this process forward.Your client was prepared to be agreeable to theresolution discussed last week however your lack of follow through has resultedin lost confidence...again. The Bath Fitters fitters product,workmanship, customer service and overall contractor reliability has been achoice your clients now regret. Please note it is still your clients preferenceto be refunded the full amount of the contract value as they have stated againin their conversation with you today. As originally promised a detailed response detailingthe proposed resolution, exact scope of work, revised/updated warranty termsand a contractor guarantee the scope of work will be followed exactly during the installwas/is expected. Should Bath Fitters not be able to provide these items in atimely fashion your client is prepared to pursue alternative methods forresolution. On behalf of [redacted] & [redacted], Aspen Locken” I replied with the following e-mail on April 2, 2015 at7:09AM:“[redacted]and [redacted], Iapologize for any misunderstanding - I thought we were clear and when I spokewith [redacted] yesterday I was told everything was understood. Justso we are on the same page, as I told you and gave you my word, Bath Fitterwill come out and replace your entire shower (walls, floor, ceiling, cornershelf). We will also bring an additional corner shelf to place in thecorner near the shower head if needed. Since you are removing the step inPhillip will be able to make it a seamless wall in 3 corners and it will beable to go fully to the ceiling. You are going to either remove the lightand cap the electrical lines or get the light working. If the light isnot working we will completely cover the hole in the ceiling. Pleaselet me know what additional information you are seeking and I will get it toyou ASAP. Rightnow, we are awaiting hearing from you to get your plumbing completed, once wehear from you we will schedule Phillip to come out and get your new showerinstalled. Pleasereply to this e-mail with any questions or concerns. Thankyou,”To which I received the following e-mail from [redacted] onApril 3, 2015 at 11:02AM:Hello [redacted], Thank you for sending this e-mail. My understanding (whatI was clear about) was after our initial visit with you on March 23, 2015; you“stated” that you were going to go back to your office and would send us ane-mail with a detailed response of what was discussed and agreed upon regardinga re-install of a new shower. We hadn’t heard or received any information fromyou or from the company until [redacted] initiated a phone call to the office on Wed.April 1st, at 9:30 to inquire about the e-mail/paperwork we should have received.You returned [redacted]’s call at 2:00 that afternoon. You stated in your e-mail that we gaveyou our “word”; you haven’t followed through with your “word”, once again hasresulted in our “LOSS OF CONFIDENCE” in you and Bath Fitters. You asked [redacted] and I to make sure we gave you and the company a10-day notice prior to the new re-install to begin, which we were ready to do,but we have received nothing from you regarding the revised Scope of Work,updated Warranty/ Terms and Conditions/Company Reliabilty/Time Frames etc. I will not start this project without any documents provided by BathFitters. Your e-mail that was provided is not sufficient enough regardingthe Scope of Work etc. Nothing has been provided to us requiring our signatures ofapproval/agreement for this new re-install to be completed. My husband and Ishould not have to “chase” you and your company down. Our phone callshaven’t been returned, e-mails haven’t been sent as per your “Word”, wediscussed these issues when you finally showed up at our home approximately 30days after the initial call on Feb. 6th, 2015. We are considering contacting the State Board of Contractors andRevdex.com. Thank you for your time. [redacted] At no time did I ever advise Mr. or Mrs. [redacted] that theyneeded to sign anything, we were fully ready and willing to back our originalwarranty, even though we could not fully determine if we were at fault or not.On April 3, 2015 at 11:24AM I e-mailed [redacted] and advised herI would be sending her a letter to sign and return. The following is exact letter sent:April 3, 2015 [redacted] and [redacted] Mr. and Mrs. [redacted], As per my visit on March 23, 2015, Bath Fitter will reinstall yourcurrent shower due to the water seeping up from the pipes. Bath Fitter will perform the following work: Reinstall a one pieceseamless wall (there will be seams around the door, floor and ceiling and oneseam in one corner of the shower)Reinstall the shower floor once youhave replaced the pipes.Reinstall the corner tower shelf (wewill bring an additional tower shelf in the event you would like a second oneReinstall the ceiling panel (you aredeciding if you would like to fix the light in the ceiling, if you are not ableto fix the light, you will remove the light and the electrical wires will becapped and/or disconnected, we are not licensed to work with electrical)You are having the threshold into theshower removed, we will rebuild this threshold and cover it with our materials,you will discuss with the installer at the time of install the heights of thethreshold. The threshold must be removed prior to our arrival.Install a curved shower rod (the showerrod will be cut down to fit the door opening) in Oil Rubbed Bronze and provideyou with a weighted shower liner. The Terms and Conditions and Warranty from your original contractare still current and your shower will continue to have the full Warranty asoutlined in your contract. This in no way voids or alters the Warranty. Our installer will take two full days to complete thisproject. You will give Bath Fitter at least a 10-day notice once you havethe pipes replaced and the work is ready to begin. Please sign and return this, in the enclosed self-address stampedenvelope, to indicate you fully understand what work is to be completed. Thank you, [redacted]Plannette This letter was sent via UPS and delivered on Saturday April4, 2014 at 12:03PM – the UPS confirmation states the package was signed by “[redacted]”and a copy of the signature can be provided if needed.On April 7, 2015 I received an e-mail from our CustomerService in our Corporate Office in Springfield TN that Mr. [redacted] called in andadvised the following:“CUSTOMER COMMENTS: Customer [redacted] has called into make acomplaint against Bath Fitter. He stated that when he ripped up his floor he noticedthat the shower had been leaking and was full of mold. Mr. [redacted] stated a tailpipe was not put in when his tub was installed, causing the leak. He calledupon the manger to come out to inspect the issue and claimed the issue was infact a Bath Fitter p[redacted]lem and they would fix it. Now he is seeking half ofwhat he paid for the shower. ”I called the customer service agent who took Mr. [redacted]’s callto confirm he requested half of what he paid for the shower as compensation. Upon confirmation of this I made the decisionto move forward with a refund of half of what they paid, or $2,500 so we couldmove on past this issue.On April 7, 2015 at 1:42PM I e-mailed the following e-mailto Mr. and Mrs. [redacted]and [redacted], Ireceived an e-mail from our customer service that you had called in and advisedthem of the situation and you requested a refund of half of your purchaseprice. Would you like me to put together a release for you to sign andreturn so we can move forward with this? Pleaselet me know,Thank you,”I did not hear back from the customer on this e-mail.On April 14, 2015 I received an e-mail from our customer serviceasking for an update on Mr. and Mrs. [redacted]. On this same date at 9:34AM I e-maile Mr. and Mrs. [redacted] the following:“[redacted] and [redacted], Ihad not heard back from you - I wanted to follow up on if you would like me toput together a release so we can move forward with getting you a refundcheck. If so please let me know, if not please let me know how you wouldlike to proceed. We are still very interested in re-installing yourshower if that is what you would like. Please let me know so I can getthe ball rolling.Thank you,”At 9:39AM I received an e-mail from our customer serviceagent stating “Now he is seeking full refund, he does not want BathFitter product in his home.” At 11:08AM Ireceived the following e-mail from [redacted];“Hello[redacted], Ididn’t respond to your e-mail sent April 7th, I forwarded the e-mailto Ms. Crocker informing her that [redacted] and I would not settle for “half” of thepurchase that you stated was agreed upon. We have requested a “fullrefund” in all of our e-mail correspondence, phone calls with Ms. Crocker andin person with you. To resolve this issue we want for a Full Refund, wedon’t want your product in our home. We have absolutely no faith or trustwith Bathfitters. We are prepared to file a complaint with StateContractors License Board, Revdex.com and file with Small ClaimsCourt. Thankyou [redacted]”I replied the following to Mrs. [redacted]’s e-mail on April 15,2015 at 4:12PM;“[redacted]and [redacted], AsI had indicated while I was at your home, I can not fully say Bath Fittercaused the issue, but, I can not fully say we did not. For this reasonBath Fitter decided to honor the warranty and at the same time we will fix theissues we discussed that you were not happy with on your previousinstallation. In a previous e-mail you had asked for a letter for you tosign as to what will be done, that was sent to you on April 3, 2015 anddelivered to you via UPS on April 4, 2015 at 12:03PM. The letterstated the following: April 3, 2015 [redacted] and [redacted]20186 Cardoza RoadLos Banos, CA 93635 Mr. and Mrs. [redacted], As per my visit on March 23, 2015, BathFitter will reinstall your current shower due to the water seeping up from thepipes. Bath Fitter will perform the followingwork: Reinstall a one piece seamless wall (therewill be seams around the door, floor and ceiling and one seam in one corner ofthe shower)Reinstallthe shower floor once you have replaced the pipes.Reinstallthe corner tower shelf (we will bring an additional tower shelf in the eventyou would like a second oneReinstallthe ceiling panel (you are deciding if you would like to fix the light in theceiling, if you are not able to fix the light, you will remove the light andthe electrical wires will be capped and/or disconnected, we are not licensed towork with electrical)You arehaving the threshold into the shower removed, we will rebuild this thresholdand cover it with our materials, you will discuss with the installer at thetime of install the heights of the threshold. The threshold must beremoved prior to our arrival.Install acurved shower rod (the shower rod will be cut down to fit the door opening) inOil Rubbed Bronze and provide you with a weighted shower liner. The Terms and Conditions and Warrantyfrom your original contract are still current and your shower will continue tohave the full Warranty as outlined in your contract. This in no way voidsor alters the Warranty. Our installer will take two full daysto complete this project. You will give Bath Fitter at least a 10-daynotice once you have the pipes replaced and the work is ready to begin. Please sign and return this, in theenclosed self-address stamped envelope, to indicate you fully understand whatwork is to be completed. Thank you, [redacted] Plannette ___________________________________ _________________________________ _______________[redacted] Date Signed As of today we have not received backthe signed letter. Bath Fitter is fully prepared to honor the warranty,again, because we can not determine if we were or were not at fault, we wouldrather honor our warranty rather than point blame. At your request, please sign and returnthe above letter you received (I can re-send it at your request) and return itto us. We will have our materials and installer ready no later than 10days after we receive notice that the pipes work has been finished and you areready for us to begin.” You arealways more than free to contact the State Contractors License Board, BetterBusiness Bureau or any other agency you feel necessary, that is completely upto you. Bath Fitter will never discourage any of our customers fromcontacting customer care advocates. Again,please sign the letter sent to you on April 4, at your request, and returnit in the self addressed envelope provided. Thankyou, This morning, April 16, 2015 at 8:24AM I received noticefrom the Revdex.com they [redacted] had filed a complaint. I believe if we would have “paid” them they would have neverfiled a complaint with the Revdex.com. As Istated in our last e-mail to Mr. and Mrs. [redacted], Bath Fitter will neverdiscourage any of our customers from contacting customer care advocates,including the Revdex.com. Bath Fitter is still fully willing and able to honor ourwarranty and word and re-install Mr. and Mrs. [redacted]’s shower at no charge tothem. Also, reluctantly, since we didoffer, we are still willing to refund them half of their original payment, or$2,500. We will not, however, refundthem their entire contract price of $5,000. Bath Fitter has been fully ready and willing to honor our warranty, eventhough we cannot fully determine if we are at fault, we wanted to do the rightthing and make our customer whole and fix their shower. We feel we have been threatened in severale-mails by this customer to either pay them or they will contact the Revdex.com. Bath Fitter honors its’ warranties and we goout of our way to take care of our customers, it’s very discouraging to be putin a situation where we are continuously threatened with a complaint to the Revdex.comor to pay money to a customer. I do notbelieve the Revdex.com was established for this purpose.Again, we are still fully willing, ready and able toreinstall this customer’s shower.Thank you, [redacted] Plannette

Consumer

Response:

I am rejecting this response because: On February 6, 2015 was our first phone call to Bath Fitters with our issue that came to play when a plumbing p[redacted]lem came to play. The receptionist informed us that [redacted] was out of the office and would return our phone call Monday, February 9, 2015. We never received a phone call from Bath Fitters. We called again on February 11, 2015 spoke to [redacted] about how to remove the floor of their product. When removing the floor, we found standing water. I called Bath Fitters that same day to inform them that there was standing water under their product which was caused by the drain being improperly installed. [redacted] assured me that they always put the extend pipe in or the drain. Bath Fitters installer did not do so for our shower which led to p[redacted]lems. Below is a copy of an email sent to Bath Fitters on the issues at hand:[redacted], Per our multiple conversations the following email is a compiled list of some of the issues your clients [redacted] & [redacted] experienced with the Bath Fitters product/installation at their home located at [redacted]. In addition to the listed issues I have also provided pictures for your review. With the intention of resolving the stated issues in a swift and timely manner I have also provided a detailed proposed resolution for your review & consideration. Issues:1. Drain was improperly installed: No sleeve or fitting was installed between the drain cover, drainage pipe and the shower sub floor. This resulted in significant water damage including mold growth and dry rot to the wooden sub-floor. In addition to the noticeable water damage on the sub-floor it is possible that additional moisture may have accumulated behind the shower walls resulting in the potential for mold growth, dry rot etc. . Only caulking/silicone was used as the barrier between the drain cover, drainage pipe and shower sub-floor. As stated above no other sleeve or fitting was used to ensure proper water flow to the drainage pipe below and allowing for water/moisture to leak onto the sub-floor beneath. 2. Caulking/Silicone Product Issue/Failure:As mentioned during one of our conversations you admitted the caulking/silicone used by Bath Fitters during the time of my parents install has been reported to have a higher than normal failure rate. You also mentioned that "lately" you were receiving reports from clients of issues with the product (i.e. cracking, improper sealing etc.). The caulking/silicone used on the corner seams of the shower wall have noticeable cracks, and some areas have noticeable separation at the seams. This will ultimately allow for moisture to accumulate behind the shower walls and provide an environment conducive to mold growth, dry rot etc. It is safe to assume this may currently be the case but without proper investigation and determination (i.e. removing the walls & inspecting for moisture etc.) a proper/safe remediation is not possible. If a known issue with a product used by a contractor is presented to potentially cause issues with the warrantied work it is the contractors obligation to notify the client with a solution. Once a proposed solution is addressed it is then the contractors responsibility to immediately provide resolution to the p[redacted]lem and to remedy any additional damage that may have been caused by the product/install issue. Unfortunately, in the last ~12 months Bath Fitters has not notified the client or proposed a reasonable solution to the potential p[redacted]lem, instead the p[redacted]lem was casually addressed in a phone conversation.3. Installation & Scope of Work: During the actual installation, the installer notified the client that he determined the proposed installation of minimal seams for the shower walls would actually require multiple seams due to the parameters of the shower dimensions etc. This altered the originally agreed upon scope of work and no change order was issued to the client for review and approval. It is a contractors obligation to notify a client in writing of any changes to the agreed upon scope of work.The multiple seams change, originally would have been a minor issue, but in light of the noticeable cracking of the caulking/silicone and the admission of product failure, confidence in the water tight nature of the shower is now in question and is need of proper investigation to determine if any moisture has accumulated or further damage has occurred.When Bath Fitters was originally notified of the issue and agreed to send a representative to the project site to review the issues, from a client perspective it is a safe presumption a non-biased representative would have been sent. Unfortunately the representative was the actual installer who originally performed the work. This does not employ confidence in the client that an accurate depiction of the presented issues are likely to be reported considering the representative is typically motivated by self-preservation and ensuring employment security. The issues experienced has ultimately caused lost confidence in Bath Fitters Workmanship, Product, Customer Service and Warranty. Unfortunately Bath Fitters also has not been forthcoming exhibiting an eagerness to truly address the p[redacted]lem or provide timely resolutions, instead the perception is that of deflection and avoidance. With everything considered, the proposed resolution is to refund the full cost of the installed product directly to the client within 10 business days of this email. This will allow the client the opportunity to address the potential for moisture encroachment behind/underneath the installed product, potential mold & dry rot remediation, replacement of the shower interior with a water tight solution and ultimately get their shower back in proper operational condition like it was previously. This will also allow the client the ability to choose an alternate contractor to perform the necessary work to the standards they originally were promised by Bath Fitters but unfortunately did not receive. It is regrettable that the Bath Fitters product did not net a positive result for the client, however in an effort to timely resolve the issue and move forward with a mutually beneficial resolution, the client looks forward to settling the matter amicably. Thank you in advance for your time and consideration. On behalf of [redacted] & [redacted], That was just one of the many emails sent to Bath Fitters. When we contacted the corporate office in Springfield, Tn, we spoke to Ms. Crocker about the issues we are having, she responded to [redacted] and informed him that we agreed to a refund of half the price we paid. However, we never did agree to a price of the refund. Ms. Crocker later disclosed to me that she came up with that amount. Were willing to counter offer a refund price of $4,000 beings we had the shower for less than a year. I hope that we can resolve this issue and I can't not stress on how much we do not want Bath Fitters coming back to our home and installing any of their products.Thank you for you time.[redacted] and [redacted]

Business

Response:

Company states: At this point, the company's position is we are standing by refunding half of the job of $2,500.00 or we can re-do the job.

Consumer

Response:

I am rejecting this response because: we are not willing to settle for no less than our whole cost of $5,000. The product would not and had not stood up to what Bath Fitters had disclosed. A seamless shower, which ended up having more than 4 seams, a floor that was going to rot away due to the plywood that was laid down with the lack of pipe to extend the drain, the failure to add hardy-backer board to cover the hole around the shower head and handle; which there are photos of this error. After taking the product out of our shower we found numerous things wrong, which we have photos of too. We will not settle for having another one of their product and will not settle for $2500. Once again we want our full cost back of $5,000.

Review: Bath Fitters was not honest with me and used false information to gain my confidence setting me up for misrepresentation of contract and agreement.

Bath Fitter's Rep [redacted] Contacted me by Phone July 12, 2013.

Sales Rep [redacted] Came to my house July-16-2013. Paid $1040. Deposit Went to Bath Fitter office July 18, [redacted] verified to me that service techs would not Tile or finish bath room floor but would repair sub floor. Paid 2nd deposit $2082.

The first service tech [redacted] came to my house on August 8 2013, indicated to me that their techs Could not do any additional work due to liability reasons. No work done.

Contacted [redacted] same day. I decided I must do the sub floor. But I was still willing to try to Work with Bath Fitters.

Second service tech came to my house on August 15. He completed tub and surround installation.

My Bath room is in complete; my water is shut down due to bathroom work.

At this point I do NOT want Bath Fitters to work on my second bath room, and I want my deposit Refunded.

I was contacted by bath fitters via my online web search I think through Home Advisors, for bath rooms and kitchen repair and remolding.

I ask [redacted] from Bath Fitters about remodeling my complete bath room. He said he would send a represented out to my house to answer my questions.

I ask the represented [redacted] about having my bath room remodeled. He said it would be no problem, and to ask the service installer.

I went forward with the contact under the condition that Bath Fitter was the solution to remodeling and repairing my bath room.

During the first 72 hours I tried contacting Bath Fitters to review details.

I drove to the Bath Fitter's office to review the details. [redacted] went over some details, including that Bath fitters would repair the bath room sub floor.

When the Technicians' arrived they contradicted what the Sales people had told me concerning doing any repair.

I was willing to work with Bath Fitters on this issue as long as they stayed within reason. But there was much inconsistency and confusion

The work Bath Fitters did on my first bath room was not adequate. So I did not want them to do the work on my second Bath Room.

I want to cancel the second bath room contract, and I want my full refund for the deposit for the second bath room.Desired Settlement: I would like my deposit back of $1608.00 from Bath Fitter. This is from the 2nd agreement.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] Branch Mana

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@bathfitter.com

I received Mr. [redacted]'s case from the Revdex.com. I had been in contact with Mr. [redacted] prior to receiving his case and thought we had come to an agreement. I personally spoke with him and let him know how we were going to resolve his issue. I believed we had satisfied his needs and we were in the process of refunding him. After receiving his case I have attempted to contact him via phone but we have both been missing each other when we try to call. I left a message with him advising him I had received his case and I will put together a letter releasing him from his contract with us and we will be refunding him his full deposit on his second bath.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Bath Fitter Branch Manager [redacted] was very concerned about my matter. Mr [redacted] agreed to

my terms and to refund me my full deposit. The hall bath already completed will be under the full Limited Lifetime Warranty. Thank you.

It would look like this

You owe Bath Fitter for the first Bath Fitter $3,780

We owe you a returned deposit of $1,504

Brings the total you own Bath Fitter to $2,276

end