Bath Fitter

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.  
Thank you very much.Regards, [redacted]

Consumer sent the following update:A settlement has been made from Ron on behalf of  Bath Fitter and myself with agreeable terms by all parties involved. They have agreed to refund me $1,440.00 from my deposit of $2,000.   Thank you for your expedient service to me.[redacted]
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TIME LINE OF EVENTS- [redacted] Contract# [redacted] and #[redacted]Sept 13th, 2017- Contract was signed for shower replacement Contract #[redacted] and a shower doorContract# [redacted] signed by Mrs. [redacted].Sept 13th 2017 Terms and Conditions Signed by Mrs.[redacted]Sept 13th 2017 Signed TERMS AND CONDITIONS FOR PROJECT...

UNDER THE HISA GRANT -This is an internal
document explaining that they are responsible for the cost of the job, as the VA HISA grant pays thefunds to the Veteran and the Veteran is to pay Bath Fitter. The contract is between the company and theIndividual signing the contract and the payments are due from the veteranSept 13th 2017 Credit card payment
was made by Mrs. [redacted]to BATH FITTER by Card
ending 0622 for$1721.00.Sept 13th 2017- Order entered into Bath Fitter administrative computer system as a New Sold Job. Sept 17th 2017-Buyers 3 day right to cancel expiresSept 17th 2017-All Custom ordered materials are ordered
from manufacturing facility in NashvilleTennesseeOct 12th -2017 Materials Arrived at our facility on Spokane ValleyNov 6th 2017- Mrs. [redacted] come to our office and delivered the approval letter from VA and requested a rush install- at that point we scheduled her installation on Nov 15th and 16th 2017.Nov 9th 2017- We were contacted by Mrs. [redacted] by phone and in writing requesting to cancel her order and refund of her deposit.Nov 9th 2017-Bath Fitter mailed a letter advising Mrs. [redacted] of the terms of contract.Nov 9th 2017 Bath Fitter General Manager called and we explained that we had processed this order at the time when she signed the contracts and paid her deposit
and signed all of the other associated
required paperwork (Attached). During the phone conversation- General Manager and Mrs. [redacted] discussed this matter at length where I explained that she would need to forfeit her deposit if she no longer wanted to complete the installation, as we have incurred the costs of materials, administration and shipping along with payroll associated to the office staff and estimator. We explained to Mrs. [redacted] that we had hard costs associated to her order and that she could not cancel without forfeiting her original deposit to cover our costs.Nov 11th 2017- Bath Fitter receives a letter of apology from Mrs. [redacted].Nov 11th 2017- Bath Fitterputs the order in a canceled statusFeb 2 2018- Mrs [redacted] files a complaint with the Revdex.com.Feb 5th  2018- Bath fitter responds to Revdex.com complaint withal contracts and paperwork signed by Mrs. [redacted]an a timeline of events in hopes of a full resolution[redacted]Supporting Documentation redacted by Revdex.com Staff[redacted]

Both myself and our estimator met with [redacted] on Friday. June 24th at about 3:30 pm. The discussion centered around the issues that were stated in her letter, which she mentioned her daughter wrote for her.  She went over all the issues again and then we proceeded to look at the shower. I apologized to her numerous times and explained that we were not in the business to create these kind of experiences for our clients and to back that up I brought our survey manual that houses hundreds of surveys from clients, both good and bad. I explained that we are all human and that mistakes will happen but it is what we do about the mistakes that creates a bond between the company and its client. We than went into the shower to view the final completion. To say the least, both Lee and I were very impressed with the workmanship! The main issue was that the shower base was sitting on top of another wooden base. It had already been elevated by the previous folks that did the work ( and we can only surmise) , it was done so they would not have to move a water line. We asked that if we could move the water line than the base could actually sit on the floor. We were told she did not want that at the time.   We left with the final solution. I would forgive the balance of the debt due to the time it took to solve the situation. We had offered to redo the project but she did not want to gop through the construction again. I told her if she wanted it done in the future I would credit her what she has already paid to a new shower. She was fine with that.   We left on great terms. She is a wonderful lady but had a bad situation happen. She even went so far as to take us out and show us her 1998 mecedes Benz which she was very proud of. ( And she should be, nice car)   Robert (Bob) [redacted] Owner   Bath Fitter®

Complaint: [redacted]
I will continue to dispute Bath Fitters unprofessionalism and falsified responses. As stated repeatedly I do not dispute having to pay for the labor BUT I absolutely dispute the travel fees undisclosed to me when specifically asked. 
Sincerely,
[redacted]

It is very unfortunate to have had Ms. [redacted] put through this, but after reading through her issues and what our people had explained to me, this is what we understand. If Ms. [redacted] would have let us remove the raised up shower base that had the center drain, we could have lowered the base to...

the proper height and ordered one with the right hand drain. It appears there must have been a bathtub in the premises at one time and the contractor was unable to get a shower pan with a right hand drain and therefore plumbing had to be run above the floor therefore leaving a raised base. When our installer removed everything, we found a water line in the way and she did not want it removed or us to remove the build up. From what I understand the height of the shower is higher than it was before. Also Ms. [redacted] does not understand construction. In order to put in a new shower base, it must be stabilized to the studs. In order to do that, tile would have to be removed. 
As far as the other issues this was the result of poor workmanship, which we do not tolerate, the installer is no longer with us.
Bath Fitter wants to make this right. We will tear out the existing and if she will allow us as was requested in the first place, we will have the water line rerouted, a new proper lower base in that is not on a raised platform ( at our expense) and will be much safer for her. 
We believe that a lot of this could have been avoided if she would have followed our recommendation. I will not at this point waive the amount and mark the bill "Paid in Full". We are always concerned about our reputation and at the end of the day be proud of our workmanship. With over 8600 bath/showers completed in Minnesota, we believe we can make this right.

[A default l[redacted] is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
B[redacted] Business Bureau:
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.

FYI, this is concerning Complaint number: [redacted]...as of 
border-bottom: 1px dashed rgb(204, 204, 204);">7am this morning.... The Installer from Bath Fitter came in and addressed my concerns and complaint and fixed them. I wanted to thank you so much for your help its funny how quickly they got back to me after starting this complaint with you. Now they are very quick to address any concerns I was having. Again Thank YOU ..

Good morning Revdex.com, On 11/22/2008 we installed a bath tub liner, one piece wall system and a set of sliding doors at [redacted] St. Louis, MO 63125. We did no plumbing. Our customer is [redacted] who is very pleased with our services. Miss [redacted]'s neighbor (located...

under [redacted]) called our office to say that there was a leak coming from up above. We Bath Fitter went to the neighbor's residence (apartment B) to check out the leak. With Miss [redacted]'s permission we cut a hole in her ceiling to enable us to check out the leak. After close inspection we found no leaks coming from our bath tub liner. We did however see signs of leakage coming from a sink located a distance from the bathroom. We told Miss [redacted] of our findings and and pointed out that this leak had nothing to do with Bath Fitter. We Bath Fitter then patched the hole in her ceiling - even though the leak had nothing to do with us. Our Production Manager [redacted] has offered to go back to Miss [redacted]'s home to re-open the ceiling and check for leaks again. We don't do work on sinks or other plumbing that is located out side of the tub / shower area but we can re-check our tub installation. We just can't repair something that we had not worked on. In addition we can't obsorb the cost of ceiling repair and painting if the leak was not caused by our work. Now if a leak occurs as a result of our work we would be happy to repair (our customer's) bath and the drywall and paint on the neighbor's ceiling. Please don't hestitate to contact me for more information. Thanks so much, [redacted]

09/02/2017   Revdex.com 211 N. Broadway, Suite 2060 St. Louis, MO 63102   Dear Revdex.com,   Following up to our response on 08/30/2017 we have an update regarding complaint #[redacted]. Since our offer to go back to the apartment located under our customer’s condo to re-open the ceiling and re-check our work for leaks was declined we asked our customer if we could re-check our work from her condo. On Saturday 09/02/17 our Bath Fitter Production Manager thoroughly re-checked our bath tub and one-piece wall system. Everything checked out great. After further inspection our Production Manager traced signs of leakage to a lavatory sink drain pipe that clearly has a hole in it. From the looks of the hole it has been corroding and leaking for years. (please see attached photo). After re-checking our work over a year ago (at the neighbor down stairs) request we told and showed her that the leak was not coming from our work and that we suspected a sink or toilet leak. This is exactly what it is. As stated in my original response we at Bath Fitter have and always will stand behind the work that we perform. We’re proud of the work that we do and we value our customers.   As for this complaint, we request that it be stricken and removed from our record in every way and not just closed as resolved. This complaint has absolutely no truth or merit.   Sincerely,   [redacted] Bath Fitter Branch Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  In my conversation with [redacted], that he references in the Bath Fitter response,, I do not recall us discussing "a plumbing issue further on down the line". This response by Bath Fitter apparently attempts to absolve Bath Fitter of the problems caused by the shower installation and the studor vent installation.Please refer to my original complaint whereby I stated that "in process of construction, the main vent through the roof was cut out and never reattached." Also, their agent (Adam) came out and installed a studor vent under the crawl space. This vent was "not to code" and was not above the flood rim to create air flow.  This caused the toilet in the same bathroom to not flush correctly at all.(Please refer to [redacted] invoice and my original complaint. Both Revdex.com and Bath Fitter have a copy of each.)If the response is corrected by Bath Fitter, and the reimbursement is made for the repairs, then I will accept the response by Bath Fitter.Regards,[redacted]

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. The contract was signed for 1953.00 which consisted of removing the existing surround and replacing with a Bath Fitter seamless 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 in them loosing space instead of gaining. She agreed and understood. At the end of the installation the installer explained that 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 the same 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 it appeared to be pulling away from the molding. He spoke with Hollie, the Office Manager. She stated that she will look into how soon she can get the technician out there and will call him back. Mr. [redacted] said that was fine to please speak with his wife. The same day @ 12:29 PM, Mr. [redacted] called again that it appeared the silicone was also cracking under the soap dish and was worried about water getting behind it. Again he spoke with Hollie and advised him that she would get in touch with the technician to schedule for the next day, but would confirm by the end of the business day. Hollie called Mrs. [redacted] at 5:58 PM to let her know that the technician would return the next day between 1-3 PM. The next morning Bath Fitter received a message for the Corp. Office that Mrs. [redacted] posted a complaint on facebook. Hollie called to let Mrs. [redacted] know that the technician was not able to make the scheduled appointment but he would do so the next day same time. Hollie question about the posted complaint and Mrs. [redacted] stated that she jumped the gun and 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 silicone where 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 towards the bottom. Mr. [redacted] did ask that the original technician not return and Bath Fitter agreed to send another technician. On May 6, 2015 Bath Fitter technician arrived to look at the surround. He told the customer that he felt that it looked the way it should. Mr. [redacted] called the office that afternoon to dispute that the wall was fine. He wanted someone 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 installation is. They agreed that the return wall appeared to be out a bit and would have the office call before end of day to schedule 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 2 eighth inch yard sticks as a level. Mr. [redacted] admitted that they were warped. The technician asked that he use Bath Fitter level and he did. The technician noticed that there was some movement in the return wall. He cut out the silicone out, which helped relax the wall a bit and showed Mr. [redacted]. The technician then continue to work with the wall and re silicone when finished. Mr. [redacted] agreed that it looked better, but wanted compensation for feeling like he was miss lead and his expectations were not met. The sales consultant said that he would ask but felt that the product was installed 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 for a full refund. The Office Manager said that she would talk with the owner and call him back the next day. Hollie, the Office Manager, called the next day and explained that the surround was installed to Bath Fitter standards and that we stand behind our product and would not offer a refund. At that point Mr. [redacted] started threatening with Lawyers and court. Hollie explained that there was no reason for the 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] told that Bath Fitter would no longer service the product. The product carries a lifetime limited warranty on the acrylic products from manufactures defects. Bath Fitter stands behind the quality installation that Mr. & Mrs. [redacted] received and feel there is no warrant to their complaints or for a refund.  They signed off of the final installation paperwork along with the service work order, which are attached along with pictures of the installation.

From: [redacted]Date: Mon, Nov 23, 2015 at 2:05 PMSubject: Re: The Revdex.com of Wisconsin has received a customer comment regarding complaint #[redacted].To: [email protected] I got in, just talked to customer, its for a final silicone for his tenant, he said he...

call the national # three times, we never received any info on this, but we are calling tenant to do, will you respond to Revdex.com then?

when will my bathtub come to me let me no ok call me

Complaint: [redacted]
I am rejecting this response because: Their description of how things have played out is interesting. They did come out to look at the gold brushed nickel faucet etc... and took pictures so the owner could see that the finishing were indeed not brushed nickel. The employee who came out stated that there must be a "defect" in the product. I was then offered an entirely different set that was not a rain shower head. I declined and was advised that the only other option was chrome. We, as we have from the beginning, settled. They told us they had to order a whole new set and would let us know when it came in. He, the owner Andrew, also agreed to hire someone to finish the dry wall. Weeks went by and I finally requested the funds to hire someone myself. When they called and let us know the chrome furnishings were in we took time off for them to replace the items. At the last minute they called and said the product has not come in. We rescheduled  they came very late for the appointment making my husband late for work. They replaced the faucet etc... but a connection at the shower head is brushed nickel and the rest is chrome. The handheld shower is not the original one, but in chrome. It's an entirely different handheld unit... it's chrome, but not in the original product. I sent them pictures and asked why we have a mismatched connector and a different handheld. I was told they order them separately, which isn't an answer. It seems like they are giving us left over parts from other jobs. They are coming tonight to put a matching connector. We shall see.

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.
Regards,
[redacted]

See the attached letter.March 23,2016Dear [redacted]This is in response to complaint [redacted].As we expressed in the last response to this customer's complaint we are willing to resolve this issue as long as it is reasonable and fair. However, the latest request from this customer is unacceptable. They would now like us to take responsibility for their preexisting property issues.We were hired to install a shower base system with accessories, wall & vanity cabinets, faucets, commode & floor. At no time did we have anything to do with the existing outside sewer line, septic tank or leach bed. On the contrary from the very first day we were there our plumber told the customer the septic tank was full and needed cleaned out. When they complained about hearing the gurgling noise after the remodel we sent a plumber out to snake the line. Again we told the customer that their septic tank & leach bed were full. Finally the customer did get the septic tank cleaned out.But they did nothing with the sewer line or leach bed. This being said now the customer wants their septic system redone as apparent in the estimates they submitted. Which shows the problem is in the sewer line from the house to the septic system not inside the bathroom that we installed new fixtures in. They had a preexisting septic issue which had nothing to do with the work we did at their home. It is inconceivable that they want us to pay for their preexisting issues with their septic system.We have no problem taking responsibility for the things we do. However, we cannot take responsibility for the home owners outside property issues. We did everything stated in our contract with this customer. We even gave them a discount because they felt they were entitled to one because the job took longer than they felt it should have. The added time frame was due to the customer making changes after the job started and the septic system. We cannot take responsibility for the homeowners preexisting property issues.Sincerely,Bernadette L[redacted] Customer Service Manager

Complaint: [redacted]
I am rejecting this response because:
I have not heard from Bath Fitters,
Regards,
[redacted]

December 16, 2015 Dear [redacted]:Thank you for giving us a chance to respond to this complaint, ID of [redacted].We try very hard to work with all of our customers to resolve any issues. On the very first day of this job we were confronted with an already existing plumbing issue which we believe...

is the true angst of this letter. When we started work on the main plumbing lines our plumber cut into the existing main drain line to find it full of water. This particular line should never have water in it. Water in this line indicates an existing clog in the system.We have addressed every issue that this customer has called about. Our Installation Manager, David L[redacted] went out and addressed each and every concern. On one occasion he even went out at 9:00 at night for their convenience to meet with them. However, when he got there no one was home and no one called to say they had to leave for an emergency. After each and every call we went at the time they specified and reviewed their issues and resolved them. I spoke with the salesperson and he stated that the night of the leak he spoke with David L[redacted]. And the next day we were there to fix the leak.As far as the glass company, our standard procedure is to email them the installation date which we did on August 6, 2015 that is contracted through the glass company not us. At that point, the measure is set up between them and the customer.Again, when this customer was upset our Installation Manager, David L[redacted] went to the house to address their concerns. At that time David did tell them that we would touch up the wall which the installer scratched during installation. Regarding the flooring being replaced and fixing the plumbing issue that was because after the commode was installed the customer decided he wanted the supply line on the opposite side of the commode. It was installed previously to industry standards. To satisfy Mr. [redacted] not only did we change it out to the opposite side we also gave them a new floor at no charge.After we completed the job they called and stated they had a gurgling sound after flushing their commode. We then sent a plumber to go out to see if he could figure out the issue. He mentioned to the customer he felt it was an issue with their septic tank. Not only was their septic tank full so was their leach bed. The customer did finally have their septic tank cleaned out. However they did not do anything with their overflowing leach bed.When the gurgling issue was addressed with me in customer service we sent out a Master Plumber. We paid for the plumber and he did snake the line. He did it for so long that his snake finally overheated.He told the customer at that time they still had a clog somewhere in the line. He did suggest they get someone to use a camera to see where the issue was. He felt it was a pre-existing issue. That for as long as he snaked it the line should have cleared. In his opinion the issue was that although they emptied their septic tank their leach bed was still overflowing. With the leach bed full the air & water flow have nowhere to go but back through the septic and into the house where he feels creates the gurgling sound.The length of the job was longer but it also had to do with the changes of this customer. As well as the pre-existing full septic and leach bed system. As the Customer Service Manager I did call several times and talk to Mrs. [redacted] about these issues. We felt we did everything we could do on our end to get this resolved. When I tried to finalize the billing with Mrs. [redacted] she stated she would talk with her husband and get back to me. After numerous calls to Mrs. [redacted] I never received a return call from her stating what she & her husband wanted to do. Finally, I did send them an invoice with a deduction which Mrs. [redacted] mentioned on many occasions throughout the project they expected one. Had they had an amount they felt was appropriate I would have gladly had a discussion with them if they would have returned my telephone calls. We would be agreeable to have a third party such as, The [redacted] County Sewage Authority come look at the situation to get this matter resolved.Sincerely,Bernadette L[redacted] Customer Service Manager

Our installer finished up later then anticipated and by the afternoon it spaced his mind to contact the customer. We reached out the morning after the appointment and rescheduled the appointment and have since then been there and completed the necessary service work that was required. I have...

contacted the customer to touch base and make sure that all repairs were made to their satisfactory and they said yes the installer completed the work and did a great job. Thank you. Samantha [redacted]