Bath Fitter

Review: June 5, 2015, Bath Fitters came to my house to install a shower stall in my master bath. The installation was sloppy and there was a mess when I returned home.

The shower curtain rod was hung too low, and 4 inches of my shower stall curtain hangs on the floor. I was told that they hung the rod at a standard shower length. A standard shower height is 75", but a shower stall curtain is 54" x 78".

I was told that no one has ever complained before, but once I looked online (which I should have done months ago) there are many negative reviews.

They said I could trim my shower curtain/liner for the rest of my life or they would move the rod, and fill in the holes. The cost of this job was $5,839. I would like it done correctly without holes.

I would like them to fix it, as they said they will do. I am concerned because reviews state that they drag the process along for many months. I already need to reschedule the floor installation and the remainder of the bathroom.Desired Settlement: I would like a full repair or a full refund and I will take my business elsewhere.

Business

Response:

We sincerely regret that Mrs. [redacted] Bath Fitter experience was anything less than excellent; Our Milwaukee location's team takes great pride in its stellar Customer Net Promoter Score and this misunderstanding simply should not have occurred. We accept full responsibility; As such, we have ordered a new seamless wall system, and will replace Mrs [redacted] current wall system on Wednesday of next week.

Review: Installation matter which is part of the delivery. I have already contacted BF [redacted] office, with no resolution to the issue and had to escalate to the firm's customer care. I got a liner replaced in July of this year. Great installation except for a gash by the drain. Sent the [redacted] outfit of BF photos and they assessed that the liner had to be replaced. Three weeks later, last Monday, a tech with the new liner arrived. He was about half hour late passed the two hour window. Started working. Was quite sloppy. He not only didnt install the liner properly, it is not levelled, there is silicone all over, bended the wall liner molding and fill it with so much silicone that looks like a cream puff, and the drain is at an angle and not centered. To make things even better, the sides of the tub have a give. Yes. You can feel the tub giving in to your weight when you stand by the borders and close to the drain. Talking about the drain, it flows slower than before, making your shower experience not so good when you have water to your ankles. The silicone seems are about an inch wide, the tech used his finger to even out the material and left huge seems instead of the usual quarter inch. This, is cosmetic , but still needs to be resolved. The tech was in such a hurry that he had me sign the paperwork before he was done. He used WD40 on the tiles, also, he broke one of the tiles as well, am talking the real tiles not the liner. And wd40 on the floor. I almost broke a leg by skidding on it. He was disrespectful to me, to you and to his work. He ruined my bathroom. He did a substandard installation. BF [redacted] office, specifically a woman named [redacted], rejects my calls, does not return calls or emails and has no respect for urgency or peoples schedule. Told her I needed someone before to check it out promptly but she refused to make an appointment before the [redacted].Desired Settlement: An assessment to the extent that the liner has not been properly installed, why it is not leveled and why it has a give on the sides, and that subsequently this will be corrected. An assessment of the drain which was not installed correctly --fear of leaks and damage to other apartments. Replacement of the molding that was bended and plastered with silicone and clean up of the excessive silicone and seams redone. May be a new liner has to be installed. That the resolution be prompt.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved by Bath Fitter.

Sincerely,

Review: Bath fitter was contracted to install a shower stall surround and tub liner. The job was not completed. The company has been contacted 3 times over the last 6 months to complete the work and they have not responed nor completed the work.Desired Settlement: Have the workers arrange to complete the job

Business

Response:

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?

Review: The Wife and I had a enclosure only installed by bath fitter. our tub is fine. We only needed a new enclosure. It was installed by one of there people. He all but begged do he didn't have to rip out the old enclosure. Finally I said if you can do it and make it look great you can. Sense he offered to knock $200 off. With that said I told him "If it does not look good or anything, I will complain till it is fixed right or get a refund." That is when the head ache started. We had to call the next day after installation. The caulking was peeling up, there was cracks, holes and uneven spreading in caulking. The local office told us they would be out on day "X". They canceled, they told us another day. We never got a time. They where to call back and give us a time. After no return call we contacted U.S.A corporate office. and we got a time instantly.

The installer came 1 and a half hours late after I was already at work. My wife brought him in to show him the problems. He cornered My wife and Tried to intimidate her. He was verbally Rude and voiced his displeasure in a very unprofessional and domineering way. After My wife pulled out her 8 years of U.S. Army experience. He changed his attitude and Fixed the caulking. Then walked off with our copy of the receipt.

With in a few days I noticed while getting into the shower another problem. The back return wall and the longest wall both had large Bow's in them. The corners are out of being square as well. So again we had to contact the local office. We requested not to have the original installer. They sent a very nice, young gentlemen. However He had no clue how to fix the problem. He called in and they said they would send someone else out. A day or Two later A man and woman came out to inspect the problem. After a heated discussion They said they would come back and fix it. I had to leave for work. My wife took over Talking to the 2 office people. At one point one of them mentioned how things like this are expected and how it isn't a big deal and so on. They left.

Some time later. The young installer and the office man came back. They got about a half an inch of bow out of the smaller back return wall. The office man said that there was nothing they could do with the long wall and that they did the best they could. I told him I am not satisfied and that I want it fixed right. He repeated they did the best they could and that is all they would do. I told him if they are not going to even try to fix it right then refund us our money. I ended up calling the office after not hearing if anything was going to be fixed or be getting a refund. The wife and I decided we just want a full refund. The walls are still bowed and there is soft spots. the caulking still looks like crap and We did not get what we paid for as per the order we put in. real garbage work I tell you.

Sense I called them. The receptionist I talked to said she would talk to the owner and call me the next day. She called right at the time she said she would. The answer was. "It is installed to bath fitter regulations and you will get no service or refund from us!" I replied with how ridicules that is and that I will contact corporate again and go further if need be. If need be Revdex.com, Small claims or I will get a lawyer. She literally said. "do what you have to sir" and hung up on me. So far I have called corporate 2 times in 48 hours. first time I was told in 24 to 48 hours I would be contacted and this problem will be resolved. What a joke. the 2nd call I was informed by them. They really can't do anything. The most they can do is email them and contact them to try to get a solution. They can't make them do refunds or anything to fix the problem. So the lady said that I talked to on the phone from there HQ.

My main problem is, how the first contractor not only did spotty work. But cornered my wife and tried to intimidate her. She is a disabled Veteran and deserves respect. It is not installed to there guidelines by what they have told me during the entire ordeal. we have had awful customer service. The caulking still looks horrible, even worse now that it has been gone over so many times in trying to fix the multiple problems. and last and one of the most important. The refuse to fix or refund and I was told they will not come back. How can we have a lifetime warranty if they will not service there product? I paid almost $2000 forDesired Settlement: If they are not upholding there end. I want a full refund. The contract was lifetime warranty. I have offered multiple times to have bath fitter to fix the issues. They have tried but have yet to meet there own standard.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: This company is not what they say they are. We had a main floor bathroom remodeled . When a representative called to schedule the work on the third week of August. I received a phone call the following week on Thursday and were told it was bumped up to the following week. The job was to start on a Monday and be completed the following Monday. When that Monday came they said oh by the way the shower stall will be installed on Tuesday. When the shower installer came on Tuesday to complete the plumbing, that evening the plumbing was leaking down in my basement. Called the salesman and told him they needed to get someone here to fix it. An hour later he called back and said he had called 3 people and no one answered his call. My husband went down and turned the valve off. The next day no phone calls from bathfitters. The man that installed the shower came out and said someone must have been messing with the line and could not see any leaks. I had to take a flashlight and show him where the leak was after opening the valve again. Finally fixed it. Had to call a glass company myself to get someone out to measure for the shower door. They were very friendly. When my husband came home from work he was very dissatisfied with the work. I called bathfitters the next morning and told them they needed to send someone out to check the work. He came out was not pleased as well. They had to reorder a flooring, fix the plumbing, touch up the paint where they scraped the wall. The job was not completed. We had a gurgling on the main floor bathroom every time you flushed the upstairs toilet. Had sent a plumber out and he couldn't resolve it. Said something about not enough air flow, meanwhile never had this issue until bathfitters came out. Said it could be septic issues. Had someone come out and clean the septic system. The issue still remains. A representative called and wanted us to sign off on the job which was over a month for a 6 day supposed to be job. I told her the issue was not corrected. The rep called the plumber and had him come out and stick an electric snake in the line. While he did that his electric snake broke. He had suggested to call and get someone out with a camera at our own expense to check it out. We did not do that. The rep finally called back a few more times and wanted the final payment. Two weeks went by and she sent us a payment in full notice with a discount of 250.00 . Meanwhile we still have the issue. My husband sent a check for the amount requested. They are not a trustworthy company. When I called them with the continuing issue , I asked to speak with the manager and they told me I could not. After paying a little more than 16,000 dollars for a so called company . Very disappointed. Very dissatisfied with this establishment. Do not recommend this company at all.Desired Settlement: I feel that they should have deducted more . With all the issues and still have the issue. We have never had this issue until they came to our house.

Business

Response:

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

Review: Bath Fitter came out for a consultation on 2/21/15 and described the tub as having an air tight seal, being completed in one day and being a maintenance free installation. We paid the deposit of $1000 and were told they would contact us with an installation date. Two weeks had past with no contact. We contacted them to schedule an installation date for which they much obliged to do the install on a Saturday when I was able to be home. After completion of the install it was found that the technician tore the linoleum floor in the bathroom and damaged two areas of molding. In addition it was requested that clear silicon would be used on the tub skirt touching the floor. There was white caulking everywhere, uneven and already pealing. He even managed to get it all over the toilet base. The next day prior to the 24 hour drying time it could already be seen that the silicone caulking was cracked and that the technician never installed the end cap per the agreement, rather made an attempt to fill in the 1/2 inch over cut on the skirt and 1/4 inch over cut where the tub meets the shower with an excessive amount of silicone caulk to the point of it being spongy and dripping. I expressed my concerns and dissatisfaction with Bath Fitters who stated that they would reimburse $250 for damage done to the floor and molding, which would wouldn't cover the floor repair as the whole sheet runs from the bathroom threw to the kitchen for a seamless finish. When I was speaking to the sales representative who conducted the consultation initially, he stated he would have the technician come out and fix the damage, I explained that I wanted him to personally see the damage in addition to the photos we sent in, he said he initially was unavailable, I explained that I have no problem filing a civil suit for damages and then he said he would come out with the technician. I expressed that I did not want the same individual who did the damage initially, he told me that was all they had and that they would not take a Master Technician off of a commercial job to repair the damage done to my bathroom. I asked that he come out when I am home on a Saturday, he said that was also not a possibility despite both the install and consult being conducted on the weekend. They came out to do repairs on 4/24/2015, at this point my family has still been tub-less as the silicone cracked during the drying process and I did not want water damage. When they arrived to do repairs, they supplied the $250 check for damages, placed the end cap with more silicone caulk which split during the drying process that same day. We inquired about having the fixtures installed as a courtesy due to the fact that we have not been able to use the tub for over a week. The technician then told me we would need a plumber for that because of the install the piping could no longer be reached which is a breach of their contract that states, "If during the installation of Bath Fitter products, we determine that the existing plumbing is deficient or needs repair or adjustment we will notify you as soon as reasonably practical." We were notified of this seven days later. In addition to the current problem that the tub lining between the install and pre-existing tub is filled with water, which we were informed during the consultation was not a possibility because the new tub and shower creates an air tight seal, so that no mold or mildew could grow, but it is filled with water. In addition, to the promise of a seamless finish. You can feel air and sponginess when you push on both the shower wall and the tub floor, which is another promise that was stated during the consultation that would not be possible.Desired Settlement: I am going to have to contact a plumber/contractor to remove the tub and shower and do a proper installation as the installed tub and shower clearly has air and water trapped behind it. Bath Fitter can remove their faulty install and refund my money so I can pay to have it done properly. Without fear of mold and mildew growing between their tub and shower install.

Business

Response:

Bath Fitter Statement:Bath Fitter met with [redacted] and [redacted] on 2/21/2015 for an estimate on a tub/surround for theirbathroom. The estimate did not consist of any plumbing work or new fixtures. The home owner was going to removeand reinstall the fixtures themselves. The estimate total was $3398.00. On 2/23/2015 Bath Fitter contacted [redacted] toschedule to have a “tester’ (A tester clearly identifies the tub liner needed to overlay current tub) dropped for properidentification. That was scheduled on 2/27/2015. On 3/9/2015 Bath Fitter called to schedule the installation, being thatthey requested a Saturday installation, it was scheduled for 4/18/2015. Bath Fitter called on 4/17/2015 to confirm theinstallation.Bath Fitter technician arrived on 4/18/2015 for installation. During the installation there was a small piece of linoleumthat was damaged along with one small area of molding. The technician did mention the molding to the homeowner andhe was told not to worry about it, he however did not notice the floor. The homeowner said everything looked greatand signed off on the paper work. The homeowner needed to reinstall the fixtures per the contract since Bath Fitterwas not contracted to remove the old fixtures and replace them, nor install new plumbing. We were unaware that[redacted] purchased new fixtures until they requested that we put them on during our scheduled service call. Ourtechnician attempted to help them, going above what our contractual obligations were, and found that their existingplumbing did not match up to the newly purchased fixtures.[redacted] left a voice mail that Bath Fitter received on Monday morning April 20, 2015, stating that the siliconewas cracking and there was a tear in the linoleum flooring. [redacted] also called the office that morning and was advisedthat her sales consultant would be in touch with her, but if she had any pictures that would be helpful to email them tous. We did receive the pictures that afternoon and [redacted], their sales consultant, spoke with her to discuss her concerns.She asked that the sales consultant come out first, which we accommodated her and he stayed for the entire servicecall. There was no mention on the contract of clear silicone and it was not brought up at the time of the installationwhen [redacted] signed off and approved the final installation, but we offered to remove the white silicone and replacewith clear. Bath Fitter offered them a check for $250.00 so they could fix the floor and piece of molding themselves.They accepted that and we scheduled to return on Friday April 24, 2015. We explained to them we would apply the endcap on the tub and replace the white silicone with clear along the tub skirt and re —do any other silicone wherenecessary.On the morning of the scheduled service call, [redacted] called to cancel the service because [redacted] decided that shewanted to be there and this day did not work for her. He asked for a Saturday, but we informed him we would not beable to accommodate for several weeks. We wanted to address their concerns sooner rather than later. They decided tokeep the scheduled appointment. Bath Fitter informed him that [redacted] would arrive prior to [redacted] to discuss what wasgoing to take place and that he had the check for $250.00 along with a letterto sign.[redacted] did ask [redacted] if we could install the fixtures for them. The sales consultant said he would need to have thetechnician look at them. Once the technician arrived, he fixed the tub skirt and installed the end cap per the contractremoved the white silicone along the tub skirt front and re applied with clear Silicone, per the customer’s request. Thehomeowner asked that he reapply silicone in a few areas that he was not happy with, which the technician did. Thetechnician tried to help them with the fixtures, but the new fixtures did not match their plumbing and thereforerecommended they contact a plumber.The $250.00 check was cashed on 4/28/2015. [redacted] called the office on 4/29/2015 @ 6:30 PM stating that they havenot been able to use the tub since 4/17/2015 because there is water trapped between the old tub and new. If the tubhas not been able to be used this is not possible as no water would have been run. She also stated that the silicone wascracked again. She wanted someone higher up in the company to contact her on her lunch time the next day.On 4/30 the owner of Bath Fitter contacted [redacted] as per her request at lunch time. [redacted] listened to [redacted] yell theentire time she was on the phone with her about how we don’t know how to do our job and threatened to a lawsuitunless we fixed her plumbing. [redacted] referenced to #4 on the back of the contract that we were to inform her ofplumbing is[redacted]s. We wouldn’t be aware of any is[redacted]s if we were not contracted to do any plumbing. [redacted] ended thecall because [redacted] would not tell her what she wanted to hear. Bath Fitter has had no contact with Ms. [redacted] since thecall on 4/30/2015.Bath Fitter did everything per the contract that was signed by both the sales consultant and [redacted]. The homeowner also signed off on the final installation and the service call. We did accidentally damage the customer floor andpiece of molding, which is why we offered the check for $250.00. The Bath Fitter phone system does record all incomingand outgoing calls for training purposes.

Consumer

Response:

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.

Business

Response:

Revdex.com,The customer's complaint is that they can't use their tub because they can't get water. Bath Fitter will reiterate thefollowing: The [redacted] family did not contract to have us provide any plumbing fixtures (faucet/tub spout) or do anyplumbing work. Bath Fitter installed a tub and surround only, which has no impact on not being able to use the unit. Ms.[redacted] opted to not go through Bath Fitter to change her fixtures at the signing of the contract. She said she wouldpurchase and install her own fixtures. The faucet that she purchased does not work with her old plumbing.All the materials contracted between Bath Fitter and the [redacted]' have been furnished and installed per Bath Fitterspecifications. The [redacted]' chose not to have Bath Fitter handle their plumbing/faucet. It is their responsibility to handlethis particular phase of their project, as they said at the contract signing. Bath Fitter stands behind the installation thatwas completed. There is no validation in the complaint submitted by Ms. [redacted]. If they need to have plumbing workcompleted it would have no impact on the installation completed by Bath Fitter.Regards,[redacted]Office Manager

Consumer

Response:

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,

Business

Response:

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

Review: Installation of new tub liner in guest bath has resulted in water flowing out of tub onto floor. No prior problem with existing tub prior to installation of new tub liner. Bath Fitter proposes to install splash guards or shower doors which is not acceptable. Neither splash guards nor shower doors were necessary before. Asked to have a new liner installed and was not given that option.Desired Settlement: If Bath Fitter will not install a new, level tub liner, I would like a refund. The installation was in July and this has gone on way too long.

Business

Response:

Bath Fitter has been in business for 30 years and we take customer complaints very seriously. We installed a bathtub liner for Ms. [redacted] in early August 2013, the installation was done by an experienced installer with over 12 years and this install met all of our high quality standards. We have had senior staff as well as senior management visit Ms. [redacted]'s home several times and we maintain that the problem is the fact that this is an older mobile home and the structure itself is no longer level - which is the source of the problem - water splashing out of the tub when the shower is used.

It is for this reason that replacing the tub liner will not solve the problem.

As Ms. [redacted]'s mentions we have offered a number of different solutions including a free set of shower doors - (retail value of $879) and which we are confident will solve the problem.

We do want Ms. [redacted]'s to be satisfied and happy with her Bath Fitter installation and are ready to follow through on all of the offers previously made.

Sincerely,

Justin Starnino

General Manager

Review: We purchased our [redacted] home 3/6/15. It had been vacant for two years prior to our purchase. A bath fitter unit was installed on 9/2/14. Our first night there we noticed an active leak into the basement when showering. The plumber came out stating the fixtures were not properly sealed when the unit was installed. The plumber resealed, retested, and the leak was still present. They stated they would need access to the leak meaning Bath Fitter would need to come out and peel back part of the unit. I called Bath Fitter to inquire about the warranty which I was told was non transferrable to new owners despite the home being vacant from the time of installation to the time we occupied the home. I then asked to speak with the owner, [redacted]. I let her know of the plumbers concerns with the lack of steps taken during install and I was immediately shut down by her saying "Well I guess you should get someone to fix that for you" Knowing that I needed to get the leak fixed I requested a cost from [redacted] which she could not provide me with until she spoke with her technician. She called me back stating the cost would be $425. I requested at that time a breakdown of how the cost was determined and she stated she did not know, it is the technician that gave her that amount. Bath Fitter peeled back part of the unit and our plumber repaired the leak. Bath Fitter left after peeling back the unit to go to another job in [redacted] and returned later in the afternoon once they were finished with that job to reapply the shower wall. The plumber found that the leak was caused by over tightening of a compression fitting and at the time of the installation. Also no permit was taken out through the town when Bath Fitter had there plumber come out during the original install. Bath Fitter was at our home for a total of 2 hours 5 minutes which comes out to roughly $200 an hour. I was told they would not guarantee/warranty the work they did. The receipt given to me also did not provide a breakdown of how the cost was determined. It also stated the date of the estimate not the date the job was done. I reached out via email to the Operations Manager [redacted] stating my concerns and he did not acknowledge any of my concerns. He sent me a breakdown of the cost. I was charged $150 travel fee from [redacted] to [redacted] and $125 return trip charge from [redacted] to [redacted] among other charges. This is very concerning as [redacted] being the owner would have knowledge if the business actually had set travel fees which she should/could have disclosed to me at the time I requested the breakdown. It is also very concerning that no one would provide me with a breakdown until after the job was completed knowing I was hardpressed with an active leak and that it needed to be fixed. I strongly believe I was taken advantage of by [redacted]. I feel the cost was made up on a whim once they realized I wouldnt give up on getting a breakdown of the $425 cost and after the inappropriate way [redacted] spoke with me after I stated my concerns I do feel she embellished the cost excessively. I do not deny that I would have to pay something for the work to be done by Bath Fitter but to not give a consumer an itemized breakdown of work to be done being the owner of the company nonetheless is extremely unprofessional and questionable. Then to find out that the bulk of the cost is travel fees which should be a set standard for the company and yet the owner is unable to disclose that is also questionable.Desired Settlement: I strongly feel that I am entitled to a partial refund of the $425 total cost of services. I do feel as though the travel fees should be refunded to me since they were not disclosed when I specifically requested a breakdown of charges. A owner of the company should be aware of travel fees set by their own company and do what is necessary to provide a consumer with itemized breakdown of services to be rendered when requested.

Consumer

Response:

Review: [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.

Review: Cannot get my deposit of $1,500 back. They don't give back deposits back after 3 days. But will take rest of the money to do the job even after 8 months. They will take but not give.Desired Settlement: I just want my deposit back. My husband had 2 heart attacks in the last couple of months and does not have insurance has to buy his medicines which are expensive.

Business

Response:

Customer satisfaction is very important to us at Bath Fitter. I apologize for any tardy reply but this communication was not received into our office until Tuesday, March 4, 2014. I had left you a message immediately and also worked to understand the concerns of our customer by speaking to our Sales Consultant, the customer and reviewing the customer‘s job file.

The customer signed our contract on May 23, 2013. The third party financing option was denied and the customer was going to establish an alternate means by which to pay for the contracted work. Bath Fitter even had moved the installation date from June 26, 2013 to August 12th, 2013 in order for the customer to satisfy the final payment amount.

Since the customer did make an attempt to continue with the contract and since has had some unforeseen medical concerns, Bath Fitter will return a portion of their deposit in the amount of $1,200.00 by check within 10-15 days from the date of this letter only withholding any money to cover incurred expenses as part of this contract.

Please feel free to reach me for questions at [redacted]

Review: We had a bathtub and surround install in January 2014. There is now a crack in the floor of the tub. It is about 4 inches across and 6 inches from the drain. I called Bathworks to advise of the crack. I spoke with a gentleman in the service dept. and was advise there would be a charge of $129.00 to dispatch to look at the crack. I then spoke to Todd N[redacted] who also advise of the dispatch charge. I inquired about fixing the problem. Mr. N[redacted] advise me that the replacement charge was $130.00 per hour for 12 hours. My contact does not state there are charges for repair, replacement or dispatch to look at problem. It states no costs to replace defective materials. Thank you, [redacted] (on contract) for [redacted]Desired Settlement: The tub is less than two years old. It needs to be addressed.

Business

Response:

We would be happy to look at Mr [redacted] tub, The charge is $125.00. If the tub has a mfg defect the material has a lifetime warranty and only labor will be charged at 125.00 per hour to remove and replace the tub and wall. If it is deemed that there was neglect he would be charged for labor and material and would be given a estimate. Todd N[redacted] V.P. CT Bathworks Corp.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: My contract does not state there would be charges to look at or repair/replace the damage.

Sincerely,

Business

Response:

Mr [redacted] your contract clearly states that The tub,wall and ceiling material is the only thing covered by the lifetime warranty for mfg defects by BATH FITTER! Connecticut Bathworks Corp charges $125.00 per hour for labor. If you would like us to remove and replace your tub are technician needs to evaluate the crack to determine if in fact it is a defect or neglect. Thanks Todd N[redacted]

Business

Response:

I have already stated our position on this and have nothing further to add. Todd N[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As stated the tub is under two years old. The idea of a charge just to look at the crack is very poor service. My contract states no charge.

Sincerely,

Review: Ct Bathworks Corp. aka Bath fitter came to our home on July 22nd & 23rd to remove a one piece shower unit and install a new two piece bathtub and shower. The worker was polite and on time but when the job was done on July 23rd one could see the many errors in the job. We called Bath fitter on July 24th and spoke with [redacted]. We explained the problem and within an hour [redacted] called back and made an appointment to see the work done that was done on July 25th. He said the job was not their quality and that it would be redone and that they were busy and not to expect a call for a while. We mentioned there was a list of problems and was told we did not need a list he could see the problems. We called Bath fitter on July 31st and spoke with [redacted] and requested that if we were going to get a seven to eight week appointment to fix this we wanted that appointment made today. The date we received was September 26th for our appointment. My spouse [redacted] who has all legal rights in this case received a call from [redacted] on September 11th at 10:17 am to request an appointment change. The date agreed was September 28th. At 8:00 this morning the installer came out to do the repair. The tech advised he was here to put a new surround over the one that was installed incorrectly. The tub has built ins where you put your arms when laying in the tub we asked would the new surround stick out too far that we would hit it getting out of the tub, he gave no answer. After discussing what he was going to do and what we requested at the time of the sale, he went to speak with [redacted]. We were told that they would recover what was put up. The surround of the shower goes too far over the tub and that I wanted the surround to end at the tub as requested when we signed the contract. The installer left and said I would hear from [redacted] this morning. As of yet no call. The job done was not as we requested at the time of sale and the wait time for an appointment to fix the problems is inexcusable. The damage is as follows, the surround is too big and the corners are rounded, there is a chip on the tub, scratches on our walls and ceiling and chemical stains on the floor. [redacted] refuses to correct the problems. My spouse [redacted] has done all the talking with [redacted] and he will continue to do so on my behalf. Thank you, [redacted]Desired Settlement: Replace correctly or remove and refund money.

Business

Response:

Ct Bathworks has agreed to remove the scratched tub and install a new tub and install a new wall over the existing wall. The wall will go past the tub because that is the way this unit gets installed when removing a fiberglass one pc unit. [redacted] V.P.

Consumer

Response:

The surround also needs to be replaced. The back wall of the surround moves in and out, it is not glued to the wall well enough to hold another layer. We do not believe there is enough room on the side wall with the way the tub is shaped that the surround will not stick out into the tub. If this is the way this model is made to stick out past the tub, then why did salesperson [redacted] not tell us that at the time of sale? We request to meet with owner [redacted] so he can see the job.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

To whom it may concern:

Review: Had a bathtub installed 2010. Now as of July 2014 there was a a crack starting. Called bath fitters they had a man come and take pictures and after he pushed down on the crack made it bigger. Warranty stated lifetime replacement. They called back an said they would put in new tub for 125.00 an hour and the job could take up to 8 to 14 hours..... The problem lies with them installing the tub wrong in the first place they did not install it flush with the underlying tub and left a gap were the crack is . I have to small boys and now that the crack is larger it smells and obviously has mold growing underneath. It was clearly the error of the installer. Spoke with [redacted] he said nothing he is going to do except charge me 125.00 an hour take it or leave it I am in shock that this can go on. I can find no main headquarters or anyone else to speak with except [redacted] who was extremely rude and talked over me.Desired Settlement: For Bath Fitters to do the job they were suppose to do in the first place, and not charge that ridiculous 125.00 an hour for installing for something they installed improperly. Or give me the money refund for the tub liner and glue ect.... and I will find someone to put it in.

Business

Response:

Ms. [redacted] contacted our service department and

an appointment was set for 9/4/14 to have our representative come out to assess

the complaint. The result as determined by the service rep., is the tub appears

to have been hit with a heavy blunt object as defined by the deep circular depression

just below the cracked area. Pictures were taken by the installer and reviewed

by management. We have come to the same conclusion.

After review, the customer was notified this was

not caused by a factory / material defect! As clearly stated in the contract

under Warranty: exclusions and Limitations, sec. 2 "

This warranty does not apply to replacement of any products made necessary by

misuse, negligence in maintenance or by use of inappropriate

cleaners".

The installation manager / owner [redacted] discussed in professional fashion the chain of events with the customer in an

attempt to resolve this issue. The conversation ensued by explaining if the

damage was indeed a material defect, the material would be replaced under

warranty by the factory. However, the warranty does not cover labor costs in

this case. [redacted] offered a resolution by going above and beyond our normal

business practices and not charging Ms. [redacted] for the replacement tub and all

associated materials. To proceed, our prevailing labor rate of $125.00 per hour

would be charged but would not exceed an estimated time for replacement of approximately

8 man hours even if it took longer. Or less of course if it was completed

sooner. In addition, [redacted] explained if corporate would not honor the material

replacement costs due to their determination of misuse, we would still absorb

the cost of all replacement materials but would still need to charge for the labor

required to remove and reinstall the job.

Ms. [redacted] did not seem acceptable to this offer

and became quite belligerent and accusatory in an attempt to make her problem

ours by misuse of her tub / material. Ms. [redacted] states “the tub was installed

improperly and that’s what caused the damage”. Our company requires our

installers to review a post inspection form of which the customer signs as

acceptable or identifies areas of concern which we address and correct. In this

case the form was signed by Ms. [redacted] as completed to her satisfaction.

To summarize, it is the customers responsibility

to maintain the products installed. Ms. [redacted] should have called to identify

her claim of incorrect installation since the job was completed back in 2010

and not accuse our company of poor workmanship in 2014 due to the lack of her

accountability to maintain the product correctly. In all our years with thousands of installs we

have never encountered this type of damage. Our educated evaluation is the

crack was caused by misuse.

Our offer to reconcile this issue with Ms. [redacted] is still in effect.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Mr. [redacted] did discuss with me that the tub was a material defect. If such is the case, then why not take responsibility for replacing the tub at no cost.