Bath Fitter

We did no plumbing here. We installed a tub liner and wall surround. The installation was completed to Bath Fitter Specifications,HollieBath Fitter of Erie

Initial Business Response /* (1000, 6, 2014/08/12) */
On July 07,2014 Mr.[redacted] entered into a contract With Bath Fitter to install an acrylic tub liner over his existing steel tub. Mr. [redacted] was informed at this time, that since the liner is custom molded to fit his existing tub our...

delivery time is 3-5 from date of purchase. Less than 2 weeks from the sale date Mr. [redacted] called our office demanding his tub be installed or his down payment of $775.00 be returned. Mr. [redacted] was informed that his tub was not in yet and that his deposit could not be returned after 3 days as stated in our contracted that Mr. [redacted] signed. Mr. [redacted] then filed a complaint with your organization.An installation date was set for August 12th but had to be cancelled due to permit issues.Mr [redacted] contacted his Village of Lyons and asked them to help get his deposit returned to him .Bath Fitter canceled Mr. [redacted]'s contracted with us as of 8/12/2014 and Mr. [redacted] will receive his full deposit back in 10-14 days from today. Bath Fitter feels the complaint filed with the Revdex.com was only to break the contract Mr.[redacted] signed July 7th and receive his deposit returned after the 3 day grace period.
Initial Consumer Rebuttal /* (3000, 8, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company's response will be satisfactory when I receive refund.
Final Business Response /* (4000, 10, 2014/08/21) */
AS stated in the Bath Fitter response on 8/12 we have cancelled Mr. [redacted]'s contract and applied to our corporate office for a complete refund of his deposit. This refund will take up to 2 weeks. He should receive his refund check of $775.00 shortly

[redacted]
We make every effort to resolve any customer complaints or concerns, we apologize for any inconvenience this has caused. As soon as we were made aware of the concerns of the homeowner, the dialogue was started to come up with a resolution. 1.The brushed nickel faucets installed were...

manufactured and purchased from by [redacted], the color of the faucets are what was selected at contract signing. We brought out replacement Brushed Nickel Faucet set and it was similar in color. The home owner was given 2 options- to leave them as they were or to change all the fixtures to chrome. At customers request we replaced the faucet, Shower head, tub spout, handheld, shower rod, drain and overflow to chrome at NO COST to the homeowner.  2.Because of the expansion from a small shower to a large tub, a 12" by 38" was dry walled but no mud and taping was completed. This work was not included in the original bid and is not work Bath Fitter takes on. As a gesture of goodwill, we gave the homeowner $250 to have the patch repaired by the contractor of her choice.  All work will be completed and resolved as of 09-14-2017.Should any more concerns arise please reach out to production scheduling team at our office at [redacted] or email [redacted]

Initial Business Response /* (1000, 11, 2016/02/24) */
Contact Name and Title: Travis [redacted]
Contact Phone: [redacted]
Contact Email: [email protected]
On 2/9/16 We had sent a technician to [redacted]'s house to replace a panel of a sliding bypass door that had a factory defective acid etching. We...

had cut out and re-siliconed the entire tub/wall surround as well as went into her basement to vacuum up left over construction debris. Before leaving, we had brought her into the room several times throughout the process and explained what I was doing. And then upon completing the service call, she came into the bathroom we had told [redacted] to look the bathroom over while I cleaned up her basement to see if everything was up to par. She agreed that the door was in good shape, and the silicone was significantly better than it was previously. The next day, she called back and said that the outer door panel was hanging too high and that she was worried that it will come out of the track. I assured her that the door would not jump out of the door guide and the doors were left in good working condition. We have since contacted her about adjusting the aesthetics of her door in order to leave [redacted] satisfied with the work completed in her home.
Initial Consumer Rebuttal /* (3000, 13, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only unresolved issue now is the damage that was done to one of my wall tiles during the initial installation of the bathtub.
The first staff had not been willing to fix the tile in November (that he cracked in October); he had said there was nothing he could do about it at that time. The second staff that they sent, was willing to replace it, but was very hesitant in that he thought the end result would be more noticeable than the crack because they didn't have grout to match; they brought some sanded silicone, which was a completely different material and he thought it would stand out more and look even worse. I asked him not to replace the tile at that time because I didn't want a different color grout or silicone; if repaired, I wanted the same color and the same material so as to blend in, not stick out.

I'd like to be compensated fairly for the damage done to my bathroom and the other issues that I've had to deal with in the past 5 months.

I think $1000 or more is fair because the crack is permanent and the tile is very hard to replace, 2 of their staff have shied away from it ... I think I would have to replace all the tiles on that wall to get a uniform look. I also had to have their staff come back twice after installation to do a proper silicone job (on the third visit, I learned there was 2 spots that hadn't been filled with silicone at all and should have been), and they left 2 messes in my basement for 4 months before they finally cleaned it up.

This is the first time I saw this. The issue was not with us but with the custom door he ordered. The company that we used was back-ordered and took a little more time than expected to get his door in. He has since been completed. We are also going to offer him a discount for his trouble. He hung up...

on us last week when we tried to contact him to follow up. We are going to try again today to offer him the discount and arrange payment for the completed work. I apologize for not responding sooner. I don’t know what happened to the other complaint notifications you sent. Please let me know if you have any other questions. Thanks,[redacted]

I was looking to update my PEACH 1980's seashell bathroom while not breaking the bank. I found BathFitter through a Revdex.com search and since they have an A+ rating that sold me. I can certainly say that I no longer have a 1980's bathroom and it is bright white and updated but I am so displeased with the caulk that they have used to secure things. In just over a year of the remodel the wall meeting the tub began leaking. I had to pay $75 for them to come out and tell me the caulk is running bare and they put it on thicker. Now I am at year 2, the leak is BACK, and worse - my sink that was attached to the acrylic wall they installed is completely separated! the seams of the walls are splitting and cracking. I call and after days of phone tag - I once again get to pay this $75 fee to have them come in and fix THEIR inferior caulk issue. I use only the cleaning products they tell me and this is still an issue?? I have to take off from work again to then not be able to use my bathroom for another 24 hours to allow the caulk to set AGAIN... not pleased!!They have their customers backed in to a corner - I spent $4, 000 to remodel my bathroom and I don't feel that I should have to pay $75 a year for upkeep! My 1980's bathroom never leaked and the caulk NEVER cracked/peeled... so if you LIKE to pay what seems to be an ANNUAL $75 fee to keep your bathroom functioning... this is the place for you!

At this point, I would simply like to quit dealing with this company.  They did come and put the right (matching) connector on.  I attached a picture of what they thought was acceptable. From the second we put a downpayment on this project things went downhill.  However, I would really like to thank the Revdex.com for getting involved.  Although I have not ended up with the products I ordered or satisfied with the end result, I believe the results would have been much worse had you not been there.  I SO appreciate your help.  I suppose my number one concern at this point is knowing that they work with a lot of elderly folks who likely do not have anyone advocating for them.  I can't believe we are the only customers who have been mistreated by this company.  I'm comfortable with closing this case.  Any additional issues we have we'll deal with by hiring someone to fix the issues.  I don't trust these folks to come back into my house.  Thank you again for providing assistance.

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]

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. 
Regards,
[redacted]

The [redacted] job was scheduled in the home on the day of the sale.  A few days before the install, they contacted the sales consultant and put the job on hold.  This was well after the 3-day right of rescission, so there was no discussion about a return of the deposit.  After holding...

the job for a few weeks, the customer called to cancel the job and requested the deposit back.  The sales consultant contacted her and informed her that the deposit would not be refundable, and she understood.  The daughter called later and demanded the deposit be returned, but the consultant explained it to her as well.  It was left at that. Then the daughter contacted someone in our call center and explained the situation, and she was informed that the sales consultant would be the one to handle this. The consultant spoke with the daughter again and explained once again that we could not refund the deposit. Upon hearing this she contacted the call center again and said that she would be contacting someone else to take care of this problem.  I guess this is when she contacted the Revdex.com.From: [redacted] <[redacted]yahoo.com>Date: 10/2/16 10:58 AM (GMT-05:00) To: Michael L[redacted] <[redacted].com>Subject: Shower  Dear sir, My name is [redacted].  I'm at [redacted] Drive Greenville SC 29615. I need to put my shower order on hold at this time. I'm sorry for any inconvenience that this may cause. I will know how to proceed in a weeks time.  Thank you for your help in this matter and I will get back to you as soon as possible.   [redacted]    Sent from my [redacted] LTE DeviceSpoke with Owner [redacted]. Explained that deposit can't be returned because she emailed Oct 2nd to put on hold a week after 3 day rescission.  We had a install date for following fri Oct 14. She claims no verbal conf.was made?  I explained we just can't show up to install without confirmed install date. I stated she still had a credit with us and asked to move forward.  She said no and that she had someone in our office that may be able to get deposit back?   Sent from my [redacted] LTE Device

Dear [redacted]We did finish this job.  But we realize this customer wants compensation.  What is the exact amount of compensation they would like?Please let us know so we can resolve this issue. Thanks,Bernadette L[redacted]Customer Service Manager

We have completed the new install. Homeowner went through things with the installer before he left and was happy with the results. We have come to an agreement on payment. We are happy that things worked out for both parties.

Initial Business Response /* (1000, 8, 2014/03/07) */
We apologize for any inconvenience to the customer. We have offered a $500 good faith discount for her troubles and responded to our errors with a rush status, including rushing in new materials. The referral source was contacted...

multiple times with offers to personally drop off her referral check and we did not receive a response from her. We have made every effort to make this right and at this point, all repairs have been completed.

Because at the time I wrote and gave the deposit which was a Friday I was told I would get a call on Monday or Tuesday at the latest to set up an appointment.  I didn't get that call. Appointment was not made at the time of deposit.

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.)

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.

Response:
called [redacted] Tuesday at 2:15pm 9/9/[redacted] Told her I just started yesterday as the new manager and I read her complaint and agreed that she went through a lot of aggravation with our service and installation of our product. I have scheduled myself and our senior installer to meet...

with her Saturday 9/9/[redacted] at 9:00am to see how we can correct this problem. She agreed to see us.

Purchased upright shower from Bath Fitter and leaking when using and they refuse to stand by warranty and fix.Bath Fitter has been contacted by phone and in writing by and they still refuse to fix my shower that leaks from the second floor into my cabinets on my appliances, burst through the sheetrock, and cause molding. I have a permanent rod in my right leg and unable to take a shower d/t this shower had a shower chair. Bath Fitter was notified contionously about this leakage problem. They told me "you have a lifetime warranty and we would come back for anything dealing with our work." The salesperson was [redacted] I paid $5,500 in cash.Desired SettlementTOTAL REFUND FROM BATH FITTER AND COMPENSATION FOR PLUMBING BILLSBusiness Response Contact Name and Title: [redacted] ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@bathfitterusa.netWe have had multiple correspondences with Mrs. [redacted] regarding this complaint including the phone conversation and follow up email on 2/9/16. We are in receipt of a letter from her attorney dated 11/16/15 stating that all issues have been resolved with the installation and she is now looking for compensation for hotel arrangements and meals. As in multiple conversations we have had with Mrs. [redacted], she has been asked to provide receipts for these transactions and as of today we have not received any. As soon as we receive the documentation, I will be more than happy to discuss further with her and come to a resolution. In our conversation on 2/9/16, she is now stating that the shower has started leaking again with additional damage. She confirmed with me that she did not notify us that there was a new issue and only contacted her attorney in regards. I have asked for her to provide me pictures of the damage for this new claim.At this point we are waiting on a resolution with Mrs. [redacted] until she can provide the documentation we have requested numerous times. I look forward to a final resolution for both parties.More Info From The ConsumerAs I told Bath Fitter I am tired of the headaches and now that I have taken things a step further with the Revdex.com and getting an attorney they are willing to listen. Now they can speak with my attorney.

Review: Had bath fitter do a job for me, they never completed the work. Was supposed to be completed December 4 2015. Just finally completed yesterday January 14th,2016. They removed tub and said it would be made and installed in two weeks never called or came back. Got a phone call a week later saying they are making tub. Came 2 weeks later and tub was incorrect and waited again with no tub !! I'm extremely upset and dissatisfied with this experience. Please help.Desired Settlement: That they finish the job and install the shower walls or a complete refund.

Business

Response:

I apologize if it’s taken a little longer for us to respond as we wanted to be sure to speak with our Branch Manager, and just as importantly we wanted to review our call logs and recordings so that the dates and comments we’ve listed below are not merely “guess work”, but instead factual. We respectfully disagree with several of the claims brought forth, as they are not an accurate representation of what actually occurred. We thought it best to comment in the order that the issues were raised: -Mr. [redacted] did contract with us to have a brand new bathtub liner installed at a rental property that he owns on November 10th, 2015; Because there was an existing bathtub liner in the bathtub (that had been installed by another company), and a plastic wall system, we communicated to Mr. [redacted] that we would need for the old bathtub liner to be removed so that we may take the necessary measurements of the original steel bathtub that lay underneath, that would allow us to have Mr. [redacted]’s new bathtub liner custom-made by our Manufacturing Division. Additionally, we informed Mr. [redacted] that the existing plastic wall surround that was in place would need to be removed prior to our installation. At the time of the estimate, Mr. [redacted] requested that we provide him with a quote to install our 1-piece seamless acrylic wall system. When our estimator provided pricing for this, Mr. [redacted] responded by stating that he found this to be too expensive, and that he would instead purchase a plastic surround from one of the local Big-box stores, and install it himself. At this point, Mr. [redacted] agreed to go ahead with the purchase of the bathtub liner only, and signed a contract which clearly states as much. Our office contacted Mr. [redacted] on November 12th in order to schedule for us to have someone take measurements of the old bathtub as soon as Mr. [redacted] was able to remove the old bathtub liner that was in place. At that time, Mr. [redacted] informed us that the soonest he could get to this would be December 4th, 2015. So we agreed to have someone come out on Dec 4th to take the necessary measurements in order that we then be able to order Mr. [redacted]’s custom bathtub liner. We certainly could have performed this step sooner, but we were working on the schedule that best suited Mr. [redacted]. This resulted in a 3 ½ week delay. After taking the necessary measurements on Dec 4th, we were able to order Mr. [redacted]’s new bathtub liner. Our order was placed with our Manufacturing Division on the morning of Dec. 7th, 2015. At that time, we informed Mr. [redacted] that the expected lead time would be approximately 3-4 weeks from this point. We scheduled the installation for January 4th, 2016. On the day of the installation, we showed up at the appointed time to perform the installation. Unfortunately, the bathtub liner that was to be installed was not a 100% perfect fit. Responsibility for this lies solely with us. Rather than attempt to make something less than perfect fit, we instead chose to re-order the bathtub liner, making necessary adjustments so as to ensure that this new bathtub liner would be a 100% fit. This is very unfortunate, and should not happened. However we ensured that the old bathtub was rendered usable, so as to not further inconvenience Mr. [redacted]’s tenant. This DID result in a 10-day delay, and is entirely our responsibility. We were able to rush-order the new bathtub liner on January 5th, and immediately scheduled an installation date of January 14th. On January 14th, we completed the installation of Mr. [redacted]’s new bathtub liner. Mr. [redacted] immediately called our Installation Technician, and stated that we also needed to install a seamless acrylic wall system in order to complete the portion of our work. Our Installation Technician did his best to explain to Mr. [redacted] that a Bath Fitter wall system was not purchased. Mr. [redacted]’s displeasure was quite obvious, and so our Technician offered to have our Branch Manager contact Mr. [redacted] directly. Our Branch Manager called Mr. [redacted] immediately. Mr. [redacted] refuses to acknowledge that he contracted us for the installation of a bathtub liner only, regardless of the contract that he signed, and initialed (an extremely straight-forward agreement at that). -Mr. [redacted]’s claims that we “never called or came back” are incorrect. We were in touch at every step of the process, as evidenced by our call logs and recordings;-Mr. [redacted]’s claim that he was unaware that his purchase did not include a new wall system are incorrect; Not only did he tell our Estimator that he would purchase his own (after having asked him for a “price”), but he also signed and initialed a contract that clearly outlines the scope of work that was being provided. Furthermore, there are absolutely no initials, or pricing anywhere near the section of our contract that would’ve addressed a wall system, had one been purchased; Mr. [redacted] is unfortunately refusing to accept this, despite our best efforts to explain. I’ve attached a copy of the agreement that was signed by Mr. [redacted], as a reference. We feel it is also worth noting that Mr. [redacted] has refused to pay his balance due, per the contract that was executed. It is unfortunate, but we simply cannot agree that this complaint has merit. We’ve done our very best to try and explain repeatedly, and have remained professional throughout, even enduring some raised voices, profanities, and being hung up on. As of today’s date, Mr. [redacted] still has a balance owing of $736.00, which he refuses to pay, per the terms of his agreement. Please feel free to contact us directly, should you have any additional questions. Sincerely, Bath Fitter Milwaukee

Review: I tried to resolve matter by calling Bath Fitter direct but they are unwilling to even work with me. I am so upset and will also contact the WI Attorney General as well. I have fallen on hard times and have to sell my house, my 90 year old died and my mother has been dead for 30 years. I have no other family and have no more money. I paid this company 1,000.00 down payment back in Feb 18th 2014 for some remodeling work. However, like I said I fell on very hard times and just wanted my money back because I have no money to start the work on my bathroom. I called them multiple times and could not reach one single person!!!!!!! I was going to let this matter go but this just isn't right at all! They have done no work for me and I called them asking them to at least give me some money back and they meanly refused!!!!!!!!!!!!!! I am so upset and now want all my down payment back. If I do not get my money back I will proceed to file with the WI Attorney General.Desired Settlement: Now I want my $1,000.00 back I paid on 2-18-14 which no work has been done.

Business

Response:

We are writing in response to a complaint that was recently

submitted by Mr. [redacted];

Below are the facts surrounding the history of our

communications with Mr. [redacted]:

-Mr. [redacted] visited our display booth at the NARI Spring Show

on 02/14/14, and expressed interest in scheduling a free in-home consultation;

An estimate was scheduled for 02/18/14;

-On 02/18/14 we took the necessary measurements, and

presented Mr. [redacted] with a proposal for his project. Mr. [redacted] decided to go

ahead with the project, and wrote a check to cover the $1000.00 deposit that

was required. In addition, Mr. [redacted] signed a contract which clearly indicates

that our products are custom made, and that as a result, deposits are

non-refundable once the customer’s “right to cancel” period has expired (in an

effort to respect Mr. [redacted]’s privacy we’ve not attached a copy of the agreement

that was signed; however we will gladly provide this to the Revdex.com privately,

should it help them determine that we’d indeed taken the proper steps to inform

Mr. [redacted] of our terms and conditions surrounding this deposit. Additionally, we

wish to add that this language is not “hidden” amongst pages of small print

legalese; it is extremely clear. Furthermore Mr. [redacted] initialed, and signed

next to this clause, confirming his understanding);

-At the time of purchase, Mr. [redacted] had indicated to us that he was

going to be vacationing in Florida during the 3 1/2-week period of 02/28/14 thru 03/23/14, and

that an installation could only occur once he returned from his trip;

-On 02/24/14 , we ordered the custom-made materials

necessary for the job to be performed at Mr. [redacted]’s home; Materials were

received on 03/03/14;

-Pursuant to Mr. [redacted]’s request that we schedule the

installation for a date after his return from vacation, we left messages for Mr

[redacted] in an attempt to schedule such a date on the following dates:

02/25

02/26

-After not having heard back from Mr. [redacted], [redacted] from

our office called, and spoke with Mr. [redacted] on 03/28/14. At that time, Mr. [redacted]

informed Mr. [redacted] that he no longer had the funds to proceed with the

installation, that he'd spent them elsewhere. Mr. [redacted] informed him that we’d ordered (and paid for) materials

necessary to complete his project, and that we could not reimburse Mr. [redacted]’s

deposit. At that time Mr [redacted] indicated that he would wait on a pending Income

Tax return reimbursement before proceeding with the project, and that he’d get

back with us in a few days; As we did not hear back from Mr. [redacted], subsequent

messages were left on the dates listed below; Mr. [redacted] did not return any of

these calls, nor did he attempt to contact anyone else from our office, to

discuss his particular situation, or to obtain his deposit funds back;

03/31

04/01

04/02

04/08

04/15

04/22

04/23

05/02

05/08

05/21

06/02

-On 07/30 Mr. [redacted] finally contacted our office and spoke

with [redacted], our General Manager; After going through the history of this

project, Mr [redacted] informed Mr. [redacted] that we could not refund the deposit amount.

I would like to add that all of our calls are recorded,

which allowed me an opportunity to review the actual call; Mr. [redacted]’s claim

that we “meanly” refused could not be further from the truth. Mr. [redacted] remained

professional & courteous throughout their conversation, while repeatedly

reminding Mr. [redacted] that the deposit was non-refundable.

In addition, Mr. [redacted] indicates that he “called them

multiple times and could not reach one single person…”; Our telephone system

allows us to track all incoming, and outgoing calls. We attempted to reach Mr.

[redacted] 14 times (listed above); Mr. [redacted] called our office only once, on 07/30.

And on that single occasion he spoke with our General Manager who reiterated

our policy, which is consistent with the agreement that Mr. [redacted] signed. At no

time was Mr. [redacted] unable to reach someone.

We have ordered, received, and paid for the materials that

were authorized by Mr. [redacted]. The materials are still in our possession, and we

are ready to proceed with the installation as we’ve been contracted to perform.

At no time did we indicate that we would, or could not perform this work.

We continually strive for 100% customer satisfaction. The

success of our business depends on it. However we must regretfully maintain

our position to not refund Mr. [redacted]’s deposit. Our agreement clearly states

that deposits are non-refundable, given the custom-made nature of our process.

We’ve incurred expenses associated with the purchase of materials associated

with Mr. [redacted]’s project. Should Mr. [redacted] decide to pursue this project in the

future, we will gladly honor the deposit that has been applied against his

project. We regret that this is not satisfactory to Mr. [redacted].

Please feel free to contact me should you have additional

questions.

Thank you.