Bath Fitter

To this date as of April 17, 2015 my family and I have not been able to use our tub and shower.  We have contacted many plumbers and have an estimate for a total demo of the tub and shower unit.  No area plumbers will repair Bath fitters sub par and uncertified work.  I have been informed by many plumbers that there work is not to code and they cannot repair their work.  The only resolve is a full refund so that I can pay a plumber to do the job right.  It is clear that there is no satisfaction guaranteed with this company and I would not recommend them to anyone, this has been a pure nightmare for my family and I, especially recently having undergone surgery I have no tub to soak in when it should have been a new tub that I came home to.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if the vendor is able to fix...

the problem. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.We did not get a message from the Vendor.  
Regards,
[redacted]

I met with Ms. [redacted] and we have resolved her issues. When I left, she was happy with the resolution. Thank you,[redacted]

On Mon, Dec 28, 2015 at 3:57 PM, [redacted]> wrote:[redacted]   We have not had this gurgling problem until bathfitters came out and remodeled our main floor bathroom. This issue is still ongoing. There were false statements stated on the response given from Bathfitters. The last contact person I spoke with was Bernadette L[redacted]. Every time I called she would not return calls for days. We paid to have the septic system cleaned out since they keep saying that was the issue. The problem still remains. If they would have done the job correctly , they would not have had to keep coming out to repair all their mess ups. On one of their comments as to not charging us for another floor, they would not have had to do that if they would have done the job right the first time. There were false statements given on their responses. They stated that David L[redacted] came out at 9:00 p.m. to inspect the work done, but we were not at home. He called and left a message to call him if we still wanted him to come out that particular evening, we did not call back because we were not home. So why did he come out when we did not respond?  My husband and I have been patient for this matter. When I called and asked to speak to the manager , they refused. This company is not trustworthy. We feel they should have compensated  us for the ongoing issue that has not been resolved. Sincerely,

I will reiterate once again, our is[redacted] is not with fixtures or the plumbing it is with the installation of the unit that was not air tight as promised and there is water between the new over the tub system that was installed and the old tub due to the fact that the tube was not installed to code not allowing the faucet stem to clear the new cover.  The tub installation was not air tight as promised and has absolutely nothing to do with water, accessibility,  there is water and no problem with the plumbing.  Bath Fitters continues to evade the problem with their dishonesty and gross negligence in this matter.   I should have done more research prior to going with Bath Fitters as this is[redacted] has happened to many customers and Bath Fitters just ran with their money as well. 
Regards,
[redacted]

I apologize, I did not see an email prior to this one regarding Ms. [redacted]. As far as the case goes, I have been involved personally with this customer. She let me know that she sent a complaint to Revdex.com prior to me calling her. My office staff failed to return her calls in a timely manner and once...

I was made aware of the issue, I stepped in to handle it. The previous job that she purchased with us was not installed to her or my satisfaction. Once I viewed the job, I put my best installer on fixing al of the issues. I also gave her a free tub door (valued at $995). As of today, Ms. [redacted] has a beautiful bathtub that she is very pleased with.

Initial Business Response /* (1000, 5, 2014/09/10) */
On September 4th,2014 check # XXXXX in the amount of $775.00 was mailed from our corporate office in Montreal Canada to Mr. [redacted]. THis is Mr [redacted]'s full refund of his deposit. At this time Mr [redacted] should have recieved his refund...

check.
[redacted]

Initial Business Response /* (1000, 12, 2015/06/26) */
Our normal installation procedure for custom shower doors is to complete the shower installation, then measure for the shower doors and have them fabricated. In order to meet the time frames desired by the homeowner, we calculated the...

shower door dimensions and ordered the door. Upon installation, our calculations were off by 1/4", and therefore the glass would not fit. We offered to install a shower curtain rod to make the shower usable, but the homeowner declined.
Upon reordering the glass, our vendor shipped clear glass instead of frosted glass. We went ahead and installed the glass so the homeowners would have use of the shower until the correct glass would arrive. When the new glass arrived we promptly installed.
It is unfortunate that we had these installation issues, and we sincerely apologize to Mr. [redacted]. We did offer to make the shower usable throughout the entire process and worked diligently to resolve the issues. At first Mr [redacted] requested a $300 compensation, which we agreed to. He then requested an additional $360, for a total of $640, which we agreed to. The matter is now closed. In order to not have these installation issues in the future, we will stick to our policy of not ordering custom shower doors until the shower installation is complete.
Initial Consumer Rebuttal /* (2000, 14, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Attached are pictures I just took of the twice repaired silicone and the corners out of square. The silicone is self explanatory.  It still looks awful. The corners I took a 12 inch square and there is still a huge gap with in 6 to 8 inches. This is do the middle being bowed out so bad. I also have pictures of the copy I have of the "SERVICE CALL WORK ORDER" that I got from the gentlemen that came to repair the bow's in the wall's of our tub enclosure. which in this work order It is stated by the office man that reason/details:  "Return wall/ came to fix bow in return wall and looked at back wall for bow -> can't fix back wall -> did best we can on return wall" ...  Which before coming They knew that there was two walls needing fixed.  We have had nothing but problems and either want this fixed right or We want a full refund. There is no reason for all this when there are obvious defects in this insulation. There for I am not threatening anyone. I am aggravated that something so simple is being made so difficult. Especially when We got blown off about a man cornering my wife in our own home and was never reassured anything ever came of it. For all we know He could still be doing this vicious act of aggressively trying to intimidate women still. Which this upsets my wife and I very much. It also troubles us that We have had to bring this as far as we have in attempts to get a quality product that I have already paid for. The pictures speak for them selves. There are still large bow's. The corners are still out of square with in the 8 to 12 inches that the owner informed us are there standards to installation. I want this resolved and for this to be done with. I handed them 2 checks. One to put a deposit down and one to pay for the work when it was completed. which though completed it is substandard. As stated before. I am not happy with the work. it does not even meet there own standards. If they are not going to fix it right I want a refund.
Regards,
[redacted]

Thank you for your recent communication and forwarding of the consumer complaint from M’s. [redacted],  [redacted]On January 15, 2018 our salesperson, Jeremy [redacted], went to meet with M’s. [redacted] in response to her request to replace her existing tub with a new...

tub/wall fixture.  At that time, M’s [redacted] was given an estimate for the work of $5,969.00.  No deposit was requested or accepted at that time.  M’s. [redacted] chose to apply for financing from a third party financing company, [redacted]).  After review by [redacted], Ms. [redacted] was found to be ineligible for financing.  Because of M’s. [redacted]”s inability to obtain financing, we were unable to replace her tub.Please do not hesitate to contact me if you have any further questions.  My direct line is [redacted] and my email address is [redacted].  Thank you.Sincerely,Mark [redacted]   Director of Compliance

We are currently working with the homeowner to make the situation right. The homeowner has since filed this complaint and refusing to pay any portion of the entire amount of the job. We have ordered the new wall surround and tub to fix the situation. We have scheduled a date to correct the...

situation.

Our production manager spoke the the [redacted].  Their install has been scheduled for Nov. 20 and 21.    We apologized for the miscommunication and they seemed to be happy with the resolution.

Complaint: [redacted]
I am rejecting this response from Bath Fitter. They did not discuss the issue at hand. A owner of a company, in this case [redacted],  who supplies a consumer with a price for work to be done can not simply state "I don't know" when asked for a...

breakdown. I was unable to get a breakdown from anyone until AFTER the work was completed. This should be furnished upon the consumer asking before work is started. Come to find out this company has travel charges to and from, which an OWNER of a company would be knowledgeable of. She clearly kept this information from me as she could not give me any insight what so ever of how the $425.00 charge came about. This is highly suspicious and unprofessional. She clearly took advantage of me knowing I was hard pressed to get this fixed. I do not dispute having to pay out of pocket but I absolutely do not agree to paying the travel fees to and from or the return trip fees as they were not disclosed to me by the OWNER when I requested. As far as the comment about using their plumber. They asked for me to pay their plumber $100 instead of the plumber suggested to us by [redacted] who already knew the situation. So it clearly did NOT save me any money like they suggested in their response. 
To reiterate, I strongly believe I am entitled to ALL travel charges to be refunded to me. Travel charges for a company would be a set fee for all customers and [redacted] would surely know this information as she is the owner of the franchise. She deliberately kept this information from me. Also upon her not furnishing a breakdown of the cost it was also not listed on the receipt upon completion of the job. No one would furnish this information to when I asked until AFTER the job was completed.  
Sincerely,
[redacted]

This is the first I am hearing about this complaint. I will be calling this customer today.

On Thursday, March 24, 2016,1:19 PM, [redacted]> wrote: I have received and reviewed the response given from bathfitters. First of all, the issue was not ongoing. We did not have this issue until they came into our home and remodeled our bathroom. As I have stated that in previous responses. You were the one that suggested that l get an estimate, and that is what I did. The reason why it took so long was because they didn't do the job correctly the first time. They never mentioned that there was an issue with the septic system. They had their master plumber come out and said their possibly could be a sludge buildup, he recommended that we get the septic system cleaned out. That is what we did. We had never suggested for a discount for this project like she stated in her last response. That is a false statement. They need to take responsibility for the issue that was not preexisting, I don't think they feel that they should admit to their error. Because of this, now we have to repair the damage done by bathfitters. This company is not standing up to their error. Not a trustworthy company. Do I continue to dispute this? There will never be a resolution as long as they continue to falsify actions. It is so sad that people have to lie in order to get ahead! [redacted] Dissatisfied homeowner

Complaint: [redacted]
I am rejecting this response because:The water is coming from directly above my shower in the same place as the neighbors tub. NOT a sink. And I don't care if you didn't do any plumbing, it doesn't mean that the plumbing wasn't damaged in some way.These picture show the leak again and also the repair that was never finished.. All around the the edge of the ceiling was never painted. Also the place that was patched from the hole that was made is clearly not going to hold. It has already recessed and cracked..I am going to have a professional plumber come in when I get back from vacation ( end of September) and then we'll know for sure. I then will move forward with this even if it takes going to court. Mold is very dangerous thing..  
Sincerely,
[redacted]

Spoke with the homeowner. The misunderstanding was that we thought they were not happy with the toilet seat which was previously talked about, we told them to pick one out and we would install and reimburse. This was not the cas as this complaint says. Homeowner will pick the toilet they want and we...

will get it installed.

Bath Fitter Statement:Bath Fitter met with Mr. & Mrs. [redacted] on 2/19/2015 for an estimate on a tub surround only for their bathroom. Thecontract was signed for 1953.00 which consisted of removing the existing surround and replacing with a Bath Fitterseamless acrylic surround. The installation...

was on March 10, 2015. The installer arrived on March 10 for the installation.After evaluating the existing surround he explained to Mrs. [redacted] that there was no reason to remove their surround.They wanted to keep as much of the tub as possible. Bath Fitter would have to build out the wall, which would result inthem loosing space instead of gaining. She agreed and understood. At the end of the installation the installer explainedthat he would credit the $125.00 charge for not removing the existing surround. The final invoice was $1840.00. Mrs.[redacted] was happy and signed the completion form at the end of the installation. Although we respect that Mrs.[redacted] is a veteran, it has no bearing on how we treat our customers. Bath Fitter respects all of their customers thesame and appreciate their opinion.On March 11, 2015 @ 10:55 Am, Mr. [redacted] called to say he had some concerns about the silicone. He stated that itappeared to be pulling away from the molding. He spoke with Hollie, the Office Manager. She stated that she will lookinto how soon she can get the technician out there and will call him back. Mr. [redacted] said that was fine to please speakwith his wife. The same day @ 12:29 PM, Mr. [redacted] called again that it appeared the silicone was also cracking underthe soap dish and was worried about water getting behind it. Again he spoke with Hollie and advised him that she wouldget in touch with the technician to schedule for the next day, but would confirm by the end of the business day. Holliecalled Mrs. [redacted] at 5:58 PM to let her know that the technician would return the next day between 1-3 PM. The nextmorning Bath Fitter received a message for the Corp. Office that Mrs. [redacted] posted a complaint on facebook. Holliecalled to let Mrs. [redacted] know that the technician was not able to make the scheduled appointment but he would do sothe next day same time. Hollie question about the posted complaint and Mrs. [redacted] stated that she jumped the gunand felt like she was not getting a response, even though she was called by the end of the day as stated.Bath Fitter technician arrived on 3/13/2015 @ 2:30 PM for repair of the silicone. The technician re did the siliconewhere it was necessary. Bath Fitter technicians do not have receipts to leave with the customers.On May 4, 2015 Mr. [redacted] called to say he thought the return wall and the long wall appeared to be buckling towardsthe bottom. Mr. [redacted] did ask that the original technician not return and Bath Fitter agreed to send anothertechnician. On May 6, 2015 Bath Fitter technician arrived to look at the surround. He told the customer that he felt thatit looked the way it should. Mr. [redacted] called the office that afternoon to dispute that the wall was fine. He wantedsomeone to come look at it. We scheduled to have the owner and a sales consultant meet with Mr. [redacted] on May 11,2015 @ 11:00 AM. When the office personnel arrived they looked at the wall and explained how Bath Fitter installationis. They agreed that the return wall appeared to be out a bit and would have the office call before end of day toschedule a technician for repair.On May 19, 2015 a technician along with the sales consultant arrived to fix the return wall. Mr. [redacted] was using 2eighth inch yard sticks as a level. Mr. [redacted] admitted that they were warped. The technician asked that he use BathFitter level and he did. The technician noticed that there was some movement in the return wall. He cut out the siliconeout, which helped relax the wall a bit and showed Mr. [redacted]. The technician then continue to work with the wall andre silicone when finished. Mr. [redacted] agreed that it looked better, but wanted compensation for feeling like he wasmiss lead and his expectations were not met. The sales consultant said that he would ask but felt that the product wasinstalled properly.On June 1,2015 Mr. [redacted] called again to state that he felt it was 50% better but still not satisfied. He was looking fora full refund. The Office Manager said that she would talk with the owner and call him back the next day. Hollie, theOffice Manager, called the next day and explained that the surround was installed to Bath Fitter standards and that westand behind our product and would not offer a refund. At that point Mr. [redacted] started threatening with Lawyers andcourt. Hollie explained that there was no reason forthe threats and for them to go back and forth re-hashing everything,he should do what he feels is best. Mr. [redacted] then said have a nice day and hung up. At no point was Mr. [redacted] toldthat Bath Fitter would no longer service the product. The product carries a lifetime limited warranty on the acrylicproducts from manufactures defects.Bath Fitter stands behind the quality installation that Mr. & Mrs. [redacted] received and feel there is no warrant to theircomplaints or for a refund. They signed off of the final installation paperwork along with the service work order, whichare attached along with pictures of the installation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as soon as I receive all my money paid out.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I NEVER signed, nor does the owner provide a copy of any notice that specifically states, a contract that states I understand I am responsible for the cost of the project even if the HISA grant were not approved.  The whole purpose of the grant was to get the necessary remodel done solely based on the grant and the cost of the project was not to exceed the total amount of the grant.  I never would have signed anything that says I would be responsible for the total cost even if the grant does not come through.  The page I DID sign specifically states this project is based on HISA Grant approval.The owner insists that he "ordered" the parts for the job in Sept 2017 and yet refuses to show me any invoice that could prove/confirm that order.  The fact is, I was told the parts would NOT be ordered until the grant came through because, again, there was the chance I would not receive the grant.  NONE OF THIS WAS A GUARANTEE for funds.  Why would any business order job-specific items based on a maybe?The final measurements for the job were never taken.  They had no idea what size of door was going to be needed nor even the actual size of the shower stall.  I do not understand how anything would have been ordered based on partial measurements.  On the date of my providing a signed original letter of cancellation, I was told the parts were never shipped because they did not know when the job would commence, so his assertion that they received the parts on 12 Oct 2017 is rejected by me.  The worker I spoke with on 9 Nov 2017 specifically stated the parts were still in their warehouse in another state, waiting for the final measurements and "send" order.  I actually arrived at their office on 8 Nov 2017 with the approval letter.  The letter is dated 6 Nov 2017 but I did not receive it until 8 Nov 2017 from the **.  Using either date, I still fall within the 3 business days for cancellation/refund of deposit.The owner NEVER ONCE mentioned anything about the costs to the business and/or that I would have be "forfeiting (the) orginial deposit to cover (their) costs."  Fact is, he only stated that it was his shop's policy to not return deposits, period.  He also offered to hold the deposit in case I ever change my mind and proceed with the project.  I told him then, unless he gets a different license that would allow him to do whatever needed to be done to do the project, the chances were zero that I would ever have his company do the job.  He stated over and over during that phone call that it was his policy not to return deposits.  I asked him why his sales person said it would be returned if I had to cancel; he stated the sales person was wrong.My letter of apology was specific to my tone during the phone conversation between the owner and I on 9 Nov 2017, period.  Again, he requested I sign a non-disclosure statement, which specifically said I would never talk about this experience in a derogatory manner, including to but not specifically limited about filing any kind of complaint with the Revdex.com or any social media, which I refused to sign.   The owner accepted my cancellation of the project on 9 Nov 2017.NO final commitment of this job was ever signed by me.  The estimate was signed and given to the ** in accordance with their requirements of such.  I was to provide a final contract to the ** once it was signed.  Obviously, that never happened.  The copies of the estimate that I was given at the time of signing, never show any kind of of invoice number because IT WAS AN ESTIMATE, not a final.  Also, my ORIGINAL shows a totally different amount owed than those the owner has supplied to the Revdex.com The "Add On" cost of the shower door was never received by me.  The copy of the Estimate that was provided to the Revdex.com is not the same as the yellow copy that I was given at the time.  On my ORIGINAL, it specifically states this was a ** job.  The signature on some of the paperwork he has provided, also is not mine.  I have a specific manner of how I do my dates and name and they are not the same on those papers.I NEVER signed the waiver of cancellation that is on the back of the ESTIMATE, meaning I do NOT waive my right to a deposit refund.  Again, that ESTIMATE specifically states the refund would not be returned only under very specific conditions, not at the "this is the policy of this shop" kind of thing.  The parts were never delivered, the work never commenced, etc.  NOTHING was on site of the job.  I feel I am owed the return of the deposit because the original date of the commission of the work was 8 Nov 2017 and I cancelled it on 9 Nov 2017, well within the time permitted for cancellation.  Also, as stated above, NO PARTS were ever ordered much less on the job site before 9 Nov 2017 nor since.
Sincerely,
[redacted]