Bath Planet of Chicago Inc.

Hello,I literally JUST received a message from this past customer from stating that she cancelled her order and wanted a deposit back. This record is from over years ago, I haven't even been given time to look into this, nor do we refund customers from this sort of time frame. We
have very specific cancellation instructions included on the front and backs of our contracts, this is not something that can take place over three years after the fact.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/03/05) */
To Whom It May Concern:
Mr*** cancelled the contract that he had signed with usOur protocol is to refund any money due business days after the date of cancellationMr*** received his refund on Monday the 2nd of March because
he didn't want it to be mailedWe followed Company protocol, and certainly did not give Mr*** any sort of run around as he statedAnytime money is refunded or issued in any capacity it is handled by one specific manager and there may have been one day when that person may not have been in the office, or available, but that certainly didn't mean that it wasn't being handled in a timely mannerWe apologize that Mr*** felt the need to file a complaine, when we only followed our Company protocol for a cancelled transaction and issued refund, but he has received his refund now
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/19) */
The customer has a completely custom shower, which requires custom shower doorsWhen we order custom shower doors, we send over all of the dimensions and requirements to our shower door vendorIn turn, they need to custom order the glass
first, which they only do one time per weekOnce they actually receive the glass they need to completely build the doorThis entire process can take anywhere from plus days, depending on the length of time it takes the shower door vendor to get the glass from their supplier, to how backed up the shower door company is when it comes to building the doorBathPlanet is at the mercy of our vendor
We specifically address such instances on the back of our contracts (which the customer did sign)They are as follows:
Time Delivery of Installation: Customer understands that any delivery or installation date is merely company's best estimate of when performance will begin, and that performance is subject to delaysCompany's failure to meet a given delivery or installation date shall not be a breach of the agreement entered into by and between Company and the customer, and the company shall not be liable to customer for any delay in company's performance under the agreement
We apologize, but certainly you can understand that under certain circumstances, especially in the case of a custom shower door or any other custom materials that we have no control over when glass, materials, frames, parts, etcare received by our vendor and then in turn sent to usOur sales people, and office staff certainly try to give a best estimate, but have no way of knowing exact dates, which is why we include all of this verbiage on our contracts and also allow our customers with custom items, such as shower doors, to hold back payment until they are installed
Sincerely,
*** ***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our issue is with the two separate Bath Shower employees who came to our house and told us face to face that our custom doors would be delivered in 5-business daysThe receptionist then told us 10-daysWe still do not have an estimate when our doors will be deliveredWe understand it is the glass supplier holding up the project but who tries to make custom doors out of back ordered glass?
Bath Planet employees should not be promising a time frame for delivery that they can't abide byIf we were warned verbally that there may be a delay because of the supplier of the doors, we would not have signed the contract or entered into the projectHaving it hidden in fine print in a contract is not enoughWe feel we were lied to because of the "shower in a day" selling pointIts deceptive advertisingOur shower was complete in a day but still unusable because it doesn't have doors
Final Business Response /* (4000, 9, 2015/05/23) */
The glass is not necessarily backordered, it is Custom Ordered, which means that the glass itself is not ordered until the exact dimensions are provided, then once the vendor (shower door company) places their order, there is always that chance that their glass supplier may be on a backorder etcwhich we would clearly have no way of knowingI can guarantee you and all of our customers that we never, every promise our customers dates of arrival for custom shower doorsI do not believe that you were present for the presentation that your parents received, but I promise you we never gave them a date of when those doors would be receivedWe also do not "hide" anything in fine printNot only was that clearly written on the back of the contract, it even had it's own specific number on the back of the contract, and not only is it legible and readable, but we also have the customer's signature on the contract, in numerous places saying that they read and understood the contractAs soon as we have the ETA on your door, we will certainly contact you to install
Sincerely,
*** ***
President
Final Consumer Response /* (2000, 11, 2015/05/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The shower doors have finally been installedDropping our complaint

Initial Business Response /* (1000, 5, 2015/04/08) */
Hello,
I just called the ***'s and spoke with them regarding sending their check backWe are more than happy to mail the check back, which I told them that we will do immediatelyOur protocol is to VOID the check to avoid mailing
such documents but since they requested the mailing I am happy to do soI will also be more than happy to reimburse them the $for the fee that they incurredThe ***'s did state to me that they are retracting their complaint against us because I am more than happy to honor their requestsPlease follow up with me and let me know that the complaint has been retracted
Sincerely,
*** ***
President

Initial Business Response /* (1000, 5, 2015/06/11) */
Dear Mr***,
Our samples which you are shown in the home at the time of the estimate are the EXACT same material as the tubliner (finished product) is made fromIt would not be possible for the color to be different on the tubliner as to
that which you were shown in the homeYou did not choose to cover your walls with our product, you chose only to cover your bathtub, so we have no way to ever guarantee that our colors would match with a pre-existing tile or walls
Our mini-tubliner which we show you at the time of the sales estimate is the exact thickness of the installed tubliner (finished product) and our silicone (caulking) is color matched to the color of the tubliner, which in your case is biscuit, and they are Kohler Biscuit, so they definitely match one another, and again we can't guarantee anything with your existing wall color since we did not supply or install them
We appreciate your business and know that you will enjoy your bathtub liner, we have provided everything to you, and installed the exact color that you were shown and chose
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr***,
I understand that the caulk matches the tub color as it should and that the color swatch I looked at up against my wall may look lighter in bigger form versus the small sampleI'm also sure you have caulk that matches my walls alot closer than the bisquit caulkSince I am not a Specialist in Bathroom Shower/tub lining I would have thought that maybe your salesman could have guided me towards choosing the correct closest color to match my walls,even if biscuit caulk was used around the bathtubYou say the tub sample being shown is the exact thickness as was sold to me.Then all I can figure is that the competitors tub sample being shown is thinner than their actual product because the difference between the two samples was big enough to make an impression on me, yet my old tubliner was nearly the same thickness with no impressive differenceI purchased your product because of the noticeable difference as well as the fact that the salesman said it would fit my tub very close to the bottom.I understand that because my tub is steel it can dent in areas where weight changes can cause that,but your salesman never mentioned to me that if my tub was possibly steel this could be the issueHad he mentioned that to me it's possible that I might have changed my thought process and either not gone ahead with this or maybe would have decided that I could live with that.But finding out the day of the install is not the right wayAs I said I am not a bathroom specialist so I don't know all the questions that need to be asked that's why I put my trust in the salesmans information since he is the expertI have never filed a complaint on anyone and I have had some businesses that I could haveBut having explained to the salesman that some of my past experiences were not good he assured me that I could count on himHaving a feeling of being deceived or not being told all the facts leaves me once again feeling wrongedIt is hard to just sit back and once again settle for something that wasn't explained or left out and settle for less when I spent quite a bit of money.It seems like the salesman didn't give me all the facts I needed to make a proper decision
Sincerely,
*** ***

Good Afternoon,We apologize to Mrand Mrs*** for any inconvenience that they have had. Occasionally, there may be an issue with something on an installation, which is why BathPlanet offers a warranty on our services and materials. We have a service staff who takes care of any
issues that may be encountered. Due to the warranty that we offer, we do not normally reimburse customers who choose to call in their own service person versus using BathPlanet to provide any warranty work. In this situation our service technician was on his way to the *** home the afternoon in which they called a plumber out. We had the intentions and necessary supplies to make the repair that day when we received the call that they had called their own plumber. We would have liked to make the repairs for them ourselves. Although, we don't reimburse for repairs, I am willing to work with the *** and give them $towards the bill that they incurred from their plumber. Sincerely,Dimitris ***

Hello,We have resolved the issues with Mr***. We are going to give him a discount on his balance due which he has accepted, and also going to fix the issues that he had statedSincerely,Dimitris ***

Hello, BathPlanet offers a lifetime warranty on our products. If any of our customers have a problem with any of our work, they do need to call us so we can make the repair at no cost to them, as it's covered under our warranty. The reason our Company implements a lifetime warranty
is so that we can come make repairs necessary and so our customers do not have to pay pricey bills to other companies, such as the plumbing bill MrWilson is talking about. BathPlanet does not reimburse for repairs made by other Companies, we have a lifetime warranty and again as that our customers call us. Our service department works very quickly. Please, call BathPlanet with any issues, we are here to answer the phones daily.Sincerely,Dimitris ***

Complaint: [redacted]
I am rejecting this response because:  bath planet never offered  shower doors to me at any price. All he said to me was he had installed many shower stalls and that they all leak without shower doors. I. Mentioned that on the bill to the customer they did not show that the shower would leak if the customer did not put on shower doors I also said I would be willing to split the cost of leveling the  the shower so the pitch would be corrected  and would not leak  It was then he informed me that bath planet doesn't  transferred   ownership  and that I should go after the previous owner  P
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/03/26) */
To Whom It May Concern,
We are sorry that the [redacted] are having a difficult time, but we have gone out to the home and confirmed that there is absolutely nothing faulty with their faucet. We install thousands of these exact faucets each...

year and they all have the same quality, same amount of "tightness" etc. due to the fact that in order to hold temperature and the nature of the design, faucets can't be "loose" or they would fall to the center position and not hold the water pressure and temperature. Again, we have gone out to the home and confirmed that the faucet is absolutely perfect, in excellent working condition, we tested in numerous times, and that the water pressure, and the overall faucet is functioning properly. Mrs. [redacted] had mentioned that she had a surgery that affected her wrist, and that could be the cause of the faucet feeling more difficult to turn, but over time it may get easier. Unfortunately we can't replace a faucet that is functioning perfectly.
Sincerely,
[redacted]
President
Initial Consumer Rebuttal /* (3000, 7, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked [redacted] if my previous faucet can be reinstalled which was working perfectly but they decided they did not want to send someone out again to do the work without charging me. The person that was here previously was the same person that installed the faucet. I wanted someone other than the installer to come out. I had my plumber come out and look at it and he said he can fix the problem but I will have to pay for it. Why should I pay more money to fix something that was just installed? Why can't I have my old faucet back? This whole shower installation was a nightmare in the very beginning. I was yelled at, belittled and tramatized by these people and was told that I should be grateful that I didn't pay more. I should be 100% satisfied and I am not.
Final Consumer Response /* (3000, 16, 2015/03/30) */
[redacted] from Bath Planet stated that he had contacted [redacted] the manufacturer of the shower faucet, therefore, I also contacted them yesterday. They stated that my problem with the faucet is probably a faulty faucet cartridge, therefore, they are sending me a new cartridge free of charge. If Bath Planet would like to install it, that's fine, otherwise I will hire a plumber and send them the invoice for payment since I have a lifetime warranty on the shower and all accessories.
Final Business Response /* (4000, 18, 2015/03/30) */
We will contact the customer and schedule a time to come out and replace their cartridge.
Sincerely,
[redacted]
President

Initial Business Response /* (1000, 5, 2015/07/07) */
To Whom It May Concern:
All of our custom shower doors begin with a custom glass order, the glass itself can take 2-3 weeks to arrive at our vendor, once the vendor receives the glass the building process begins. Once the door is built it is...

delivered to us on the following Thursday, as that is when we receive our shower door deliveries. There would be NO possible way that all of that would be accomplished within 5 days, and no one from Bathplanet would ever lead a customer to believe that, so I'm sorry that you were under an assumption that is not accurate.
Next, in all of the years of installing bathrooms we have never once had a complaint of one of our installers failing to plug something back in after using an outlet, or even unplugging something that a customer had plugged in. I personally do not believe that BathPlanet or our installer unplugged your freezer therefore, I don't reimburse for food.
I have made numerous attempts to work with you on this, and you have chosen not to work with me.
We appreciate your business, and your bathroom is complete and we do hope that you enjoy it.
Sincerely,

Hello,We received a call from Ms. [redacted] and she stated that she had purchased a home in which a BathPlanet shower system had been installed.  The previous owner of the home had purchased a new shower from us to suit their needs.  We do NOT have a transferrable warranty, so when a home is...

sold the warranty on the product is no longer in place, therefore Ms. [redacted] is not a customer of BathPlanet.  She stated that she doesn't understand why there would not be shower doors installed on her shower, as she does not feel she can use with a shower rod & curtain only and avoid some water coming out onto the floor.  There could be many reasons that the original homeowner and BathPlanet customer chose not to purchase the shower doors.  Just to name a couple, the shower door track can be high for people to step over, posing a potential danger to certain customers.  Another reason may be that the previous homeowner didn't like the way shower doors looked and didn't want another item that needed regular cleaning in their bathroom.  There could be endless reasons that the customer preferred to go with a shower rod versus a door, and that reason is certainly not the fault of BathPlanet, as I am sure there are always many things that new homeowners personal preferences differ from that of the person whom they bought the home from. We have also searched ALL of our service records and have confirmed that the previous homeowner, our customer, NEVER once called in with any issues, service calls, questions, etc.... We certainly understand Ms. Morton's frustration and have had multiple phone conversations with her to try to help her, we even offered to sell her brand new shower doors, including installation for only $500, which is under our cost, quite a bit under our cost when you add in the drive time, gas, and installation fee we pay our installer.  Again, Ms. [redacted] is NOT a BathPlanet customer and does not have a warranty with our Company, we are merely trying to help her solve the issue that she states she is having but she does not seem to want to solve the problem in the only way possible at this point.  We are really trying to work with her, and if she is willing to take us up on our offer of our drastically reduced priced shower doors we have offered we could certainly get those doors on order and schedule a time that is convenient for her, to come out and install them.

Hello,We reviewed the information that the [redacted] submitted.  We did speak with them yesterday and we have scheduled repairs for their drywall.  Regarding the bathtub, the tub with the arm rests has an etching of a wave on the front of it.  The [redacted] did not want the wave...

etched so we spoke with them and explained to them that in order to avoid the wave we would need to order a custom made bathtub that would not be the soaker tub that they had originally wanted.  They agreed and still said that they did not want the tub with the wave on it.At this point after speaking with the [redacted] yesterday we have worked out any necessary repairs and will make sure that they are completed to the [redacted] satisfaction.Sincerely,Dimitris [redacted]

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.
Sincerely,
Dave [redacted]

We sincerely apologize if the homeowner was offended in any way during our presentation.  They reached out to us for a free in-home estimate.  As protocol, we assign the appointment to one of our representatives, they then go to the home and give a Company wide approved [redacted] presentation...

of our product, pricing, etc.  Yes, our pricing is only good for same day, as I'm sure you can imagine the cost of sending reps out to visit homeowners all over the Chicagoland and Rockford area, but this is certainly nothing out of the ordinary for the home improvement industry.  We can say that we have never had a homeowner complaint resulting from an in-home estimate.  You can see that by reviewing the Revdex.com site here.  I want to make clear that this particular homeowner chose NOT to purchase, which is certainly their right, and obviously it happens all of the time.  Therefore, it was clearly not beneficial for the homeowner to purchase a bathroom from us at that time, resulting on  both of us parting ways and choosing not to do business.  Again, we only went out to offer a presentation and a price, which is all that we did.  Since the homeowner didn't choose to purchase from us, there really isn't much else that we can do but apologize for the misunderstanding of our presentation.Sincerely,[redacted]

On September 19, 2016 Satereh [redacted] entered into a contract with BathPlanet.  We ordered all of the materials that she contracted us to install, and our project manager set an installation date with her so we had her materials delivered the next week to our shop.  Then, before that...

installation date Ms. [redacted] said that she wanted to reschedule the installation.  We did not hear from her again and she was not returning our phone calls.  Almost a month later Ms. [redacted] had someone contact us and stated that she wanted to cancel the contract.  At this point it was a month after she signed the contract and we had all of her materials here at our shop ready to go.  Normally, at this point we do not change items on the contract or renegotiate the entire job that we had been contracted to do, but we wanted to make sure the Ms. [redacted] was happy and did get the bathroom she wanted.  We then changed all of the materials and colors at her request.  We returned the prior order and had the new order shipped to our shop.  We are now ready to install Ms. [redacted]’s bathroom and if she would like to give us a call we can set up an installation date that works for her.  We also did give Ms. [redacted] a discount on her order, which she had stated she did not receive.    Sincerely,   Dimitris [redacted]