Initial Business Response / [redacted] (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 faucetWe install thousands of these exact faucets each year and they all have the same quality, same amount of "tightness" etcdue 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 temperatureAgain, 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 properlyMrs [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 easierUnfortunately we can't replace a faucet that is functioning perfectly Sincerely, [redacted] President Initial Consumer Rebuttal / [redacted] (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 meThe person that was here previously was the same person that installed the faucetI wanted someone other than the installer to come outI had my plumber come out and look at it and he said he can fix the problem but I will have to pay for itWhy 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 beginningI was yelled at, belittled and tramatized by these people and was told that I should be grateful that I didn't pay moreI should be 100% satisfied and I am not Final Consumer Response / [redacted] (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 yesterdayThey stated that my problem with the faucet is probably a faulty faucet cartridge, therefore, they are sending me a new cartridge free of chargeIf 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 / [redacted] (4000, 18, 2015/03/30) */ We will contact the customer and schedule a time to come out and replace their cartridge Sincerely, [redacted] President
Love my new bathroomThe granite color looks AmazingI will definitely recommend Bath Planet to othersSuch nice people to deal withMade the experience so much easier
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ To Whom It May Concern: We have reviewed the contract to see if a mistake had been made, and we did deliver the exact door which was on the contract, which was a door with obscure glassThere was nothing stating that the door was supposed to be an upgraded S-Curve shower door, if there would have been, we would have notified the customer that the S-Curve door is not even available in Obscure glass and asked them right away if they would like the glass changed to a different type, one which is offered in the upgraded S-Curve shower doorWe apologize that the customer is not happy with their door, but this is the door that we were contracted to provide to them Sincerely, [redacted] President Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/05) */ 1/2/ I am still waitingCan you please advise me of the status of my complaintWe received a call from bath planet, [redacted] and he said he can't do anything because he is only the middle manWhen We asked for a refund of the door he said they would get back to usThey never didAgain, we could have kept the door we hadIt just needed a cleaning Final Business Response / [redacted] (4000, 14, 2015/01/06) */ 1/6/ Case #XXXXXXXX Re: [redacted] To Whom It May Concern, We just received correspondence that the customer is wondering what the status of their complaint isNothing has changed since our last response, we have reviewed the contract that the [redacted] 's signed and agreed to and confirmed that BathPlanet DID in fact deliver the exact door which was contracted for, which was a 60" bypass shower door with chrome frame and obscure glassThe "style" of the door checked is "bypass", not "custom" with S-CURVE specified next to the word custom, which would be the upgraded S-CURVE door which the customers are saying that they thought they were receivingAgain, the S-Curve shower door does NOT even come, and is not even made with Obscure glass, which is again what they contractedIf they did in fact contract for the S-Curve door, we would have immediately told them, even in the house during the sales presentation and estimate that this door is NOT available in obscure glassOnce again, we apologize that the customer is not happy with the door that they contracted us to provide and install, but we have only provided them with EXACTLY what they agreed to on their contractIf they would like an S-CURVE shower door, we will be happy to sell them one in the available glass options, which are clear and rainThis is a custom door and will have a longer lead time on it, but we cannot refund the door which we have already installed, as we have not made a mistake or done anything incorrectly, we only followed the contract to a "T" and provided exactly what was agreed to on the contractIf they would like, we would be more than happy to offer them a quote on a new S-Curve shower door in one of the available options Sincerely, [redacted] President
Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ To Whom It May Concern: Mr [redacted] cancelled the contract that he had signed with usOur protocol is to refund any money due business days after the date of cancellationMr [redacted] 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 [redacted] 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 [redacted] 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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ Hello, I just called the [redacted] '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 [redacted] '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, [redacted] President
On September 19, Satereh *** 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*** 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*** 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*** 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***’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*** a discount on her order, which she had stated she did not receive.
Sincerely,
Dimitris ***
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
Bath Planet sent a sales man to my home on September 20, The sales man was prompt and on timeThe sales call started off with a 30-minute presentation about how many industry awards that Bath Planet has won, quality product that is affordable, how they train their sales force and installation force, how they make all their own product with high end product (except the shower door) and how they're guarantee is 100% solidThe initial quote was approximately $10,after I was led to pick out all the color schemes that would have looked bestThis was far more than two other quotes I had got by $dollarsSo we began the negotiation process and after I made numerous concessions to what I wanted the look and feel to be, I ended up paying a price that I thought was fair but again, not getting my first choices in color combinations, long story short, I settled on all flat whiteI ended up going with this company because I did not want to replace tile with tile because I wanted to avoid mold that is often comes with tileI chose Bath Planet because I liked the idea of having a fully sealed acrylic wallI had done business with another competitor in the past that does a similar type of remodel with acrylic and aside from the shower door being poor quality, I was very happy with the work that was done for me with the other bath company that worked with acrylic wallsSo once I got a price that I felt was fair I signed the dealAfter I signed this deal, the troubles then beganAll in all the sales man was a decent enough guy but at times it did feel like I was buying a car between going back and forth with the sales man and the sales manager, pretty sad in retrospectThe next step was to communicate with Dennis (let's just use this name for the sake of telling my story, so this person's first name may or may not be his real name) "the scheduler"To my knowledge, Dennis's job and only job was to schedule clients remodel jobsI was to get a call the next dayDennis chose to contact me days later, no biggieWhen we first began speaking to one another, I noticed an acute lack of professionalism with his conversation skillsI asked for a weekend, I'm a teacher, I don't like to take days off unless I have a health situation onlyDennis informed me that weekends, "are booked up really far in advance"So I then, Black Friday popped into my head, so I asked for itDennis said this was not going to be a problem and he booked November 25, for my remodel to beginI hung up the phone feeling like, "okay, Dennis isn't the most pleasant guy to speak to but at least he accommodated my second choice and besides I don't do anything in the way of Black Friday shopping, perfect or so I thoughtOn Monday, November 14th, I got a phone call from Dennis while I was teaching classHe requested that I call him back immediately, because there was a problem with the date I had picked....almost days previously....hmmm? When I completed teaching my class, I got in my car and called Dennis back on my cell phoneHe basically said, "you have to change your remodel date because my guy is not going to be in town to do your job"I stopped Dennis right there and asked him again, "what is your job?"Dennis: "I'm the scheduler for Bath Planet"Me: "so you mean to tell me that days ago, you didn't know that your guy was going to be going out of town for the Thanksgiving Holiday? You mean to tell me that you the scheduler just figured this out the week before the holiday? You mean to tell me that you expect me to change the date of my remodel, which was my second choice? No Dennis, you will do my remodel on the date I picked and that's final and there will be no more discussion of thisDennis: "Tom, I got no one, you have to reschedule or the job won't get done"Me: "Dennis, that's not my problem, it's the week before the remodel and you the scheduler are just figuring this out now, that you can't do the job the week before, no Dennis, you need to find someone to do my job"Dennis: "Tom, it's actually days before the job"Me:"Dennis, find someone to do the jobGood bye Dennis"I then called Dennis's boss, the sales manager, the guy who I found out at the end of my dealings with the sales person, was sitting in a bar, negotiating my deal, the one where I had to make all sorts of concessions just so I could get a reasonable priceUnbelievable! The lack of professionalism of this company is off the charts ridiculous! The conversation with the sales manager was brief however, I explained to him my very serious disappointment, I mentioned that his scheduler was not meeting his obligation and that if this doesn't get done when we scheduled this remodel that I would be asking for my 10% down payment backSales manager: "Mr***, your job will be getting done on the scheduled date, I'm sorry for the inconvenience"Dennis called me back and left me a message that basically said, that his "guy" is not going to go out of town with his family for the holiday and that the job will get doneFast forward to the day of the remodelThe man doing the work showed up at 9:am, called prior to coming overHe explained to me how the job would go, how he would lay down tarp to protect my floorsI then said to him, "I'm sorry you had to miss your holiday out of town, I'm sorry your boss Dennis dropped the ball on the scheduling my job and it effected your family plans"The worker: "I don't work for Bath Planet, I'm an independent contractorI'm going to do the job to their specifications and use their product but I'm my own boss"Me: "So you weren't trained by Bath Planet?"Worker: "No, I'm sub contracted by a number of these companies"So now Bath Planet sent me someone who is not trained in their program, so now they've broke contract because remember what I said in the beginning when I had to listen to the Bath Planet Sales man's speech, "we train our own staff"The man who's doing the install is not a Bath Planet employeeNow, if my job isn't done right, I have deal with another inconvenience? Is my elderly neighbor's unit in danger of having a flood issue because someone who didn't get trained by Bath Planet did my job? Bath Planet is not a reputable company and who ever the hell are the companies that award them for all their greatness are, better take a good look at this review and consider or re-consider how they give out all their rewardsThis experience is a complete jokeDon't use them because they are not a company that stands behind their wordBath Planet does not truly represent they're word or assertions of their validityRun away from Bath Planet or look the other way when you see the number painted on their trucks because you are only going to get jobbed like you would at an auto dealershipThe work is being done right now as I type this reviewThe sub contractors that showed up are very nice men who are very hard workingI hope they do this job correctlyI was expecting people from Bath Planet to do this job, this is not the case, I am basically rolling the dice right now as I write this reviewI am livid about all of this! I don't appreciate being lied to by sales people and sales managersI don't appreciate being shamed by scheduling personnel for their lack of foresight in scheduling remodeling jobsI am absolutely livid that I have to pay a balance of thousands of dollars to a company that does not represent themselves with any legitimacy whatsoever
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-weeks to arrive at our vendor, once the vendor receives the glass the building process beginsOnce the door is built
it is delivered to us on the following Thursday, as that is when we receive our shower door deliveriesThere would be NO possible way that all of that would be accomplished within 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 inI 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,
Initial Business Response /* (1000, 5, 2014/12/10) */
To Whom It May Concern:
We have reviewed the contract to see if a mistake had been made, and we did deliver the exact door which was on the contract, which was a door with obscure glassThere was nothing stating that the door was supposed to
be an upgraded S-Curve shower door, if there would have been, we would have notified the customer that the S-Curve door is not even available in Obscure glass and asked them right away if they would like the glass changed to a different type, one which is offered in the upgraded S-Curve shower doorWe apologize that the customer is not happy with their door, but this is the door that we were contracted to provide to them
Sincerely,
*** ***
President
Initial Consumer Rebuttal /* (3000, 12, 2015/01/05) */
1/2/
I am still waitingCan you please advise me of the status of my complaintWe received a call from bath planet, *** *** and he said he can't do anything because he is only the middle manWhen We asked for a refund of the door he said they would get back to usThey never didAgain, we could have kept the door we hadIt just needed a cleaning
Final Business Response /* (4000, 14, 2015/01/06) */
1/6/
Case #XXXXXXXX
Re: *** ***
To Whom It May Concern,
We just received correspondence that the customer is wondering what the status of their complaint isNothing has changed since our last response, we have reviewed the contract that the ***'s signed and agreed to and confirmed that BathPlanet DID in fact deliver the exact door which was contracted for, which was a 60" bypass shower door with chrome frame and obscure glassThe "style" of the door checked is "bypass", not "custom" with S-CURVE specified next to the word custom, which would be the upgraded S-CURVE door which the customers are saying that they thought they were receivingAgain, the S-Curve shower door does NOT even come, and is not even made with Obscure glass, which is again what they contractedIf they did in fact contract for the S-Curve door, we would have immediately told them, even in the house during the sales presentation and estimate that this door is NOT available in obscure glassOnce again, we apologize that the customer is not happy with the door that they contracted us to provide and install, but we have only provided them with EXACTLY what they agreed to on their contractIf they would like an S-CURVE shower door, we will be happy to sell them one in the available glass options, which are clear and rainThis is a custom door and will have a longer lead time on it, but we cannot refund the door which we have already installed, as we have not made a mistake or done anything incorrectly, we only followed the contract to a "T" and provided exactly what was agreed to on the contractIf they would like, we would be more than happy to offer them a quote on a new S-Curve shower door in one of the available options
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,
*** ***
Complaint: ***
I am rejecting this response because: bath planet never offered shower doors to me at any priceAll he said to me was he had installed many shower stalls and that they all leak without shower doorsIMentioned 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,
*** ***
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 ***
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,
*** ***
Initial Business Response /* (1000, 5, 2015/04/08) */
Hello,
I just called the [redacted]'s and spoke with them regarding sending their check back. We are more than happy to mail the check back, which I told them that we will do immediately. Our normal protocol is to VOID the check to avoid...
mailing such documents but since they requested the mailing I am happy to do so. I will also be more than happy to reimburse them the $35 for the fee that they incurred. The [redacted]'s did state to me that they are retracting their complaint against us because I am more than happy to honor their requests. Please follow up with me and let me know that the complaint has been retracted.
Sincerely,
[redacted]
President
Love my new bathroom. The granite color looks Amazing. I will definitely recommend Bath Planet to others. Such nice people to deal with. Made the experience so much easier.
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.
I would never use them or recommend Bath Planet to anyone. Workmanship is unacceptable. Bath Planet Does not deliver what they say. Very unprofessional. They make changes to suit the company, not the customer.
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, 2014/12/10) */
To Whom It May Concern:
We have reviewed the contract to see if a mistake had been made, and we did deliver the exact door which was on the contract, which was a door with obscure glass. There was nothing stating that the door was...
supposed to be an upgraded S-Curve shower door, if there would have been, we would have notified the customer that the S-Curve door is not even available in Obscure glass and asked them right away if they would like the glass changed to a different type, one which is offered in the upgraded S-Curve shower door. We apologize that the customer is not happy with their door, but this is the door that we were contracted to provide to them.
Sincerely,
[redacted]
President
Initial Consumer Rebuttal /* (3000, 12, 2015/01/05) */
1/2/15
I am still waiting. Can you please advise me of the status of my complaint. We received a call from bath planet, [redacted] and he said he can't do anything because he is only the middle man. When We asked for a refund of the door he said they would get back to us. They never did. Again, we could have kept the door we had. It just needed a cleaning.
Final Business Response /* (4000, 14, 2015/01/06) */
1/6/15
Case #XXXXXXXX
Re: [redacted]
To Whom It May Concern,
We just received correspondence that the customer is wondering what the status of their complaint is. Nothing has changed since our last response, we have reviewed the contract that the [redacted]'s signed and agreed to and confirmed that BathPlanet DID in fact deliver the exact door which was contracted for, which was a 60" bypass shower door with chrome frame and obscure glass. The "style" of the door checked is "bypass", not "custom" with S-CURVE specified next to the word custom, which would be the upgraded S-CURVE door which the customers are saying that they thought they were receiving. Again, the S-Curve shower door does NOT even come, and is not even made with Obscure glass, which is again what they contracted. If they did in fact contract for the S-Curve door, we would have immediately told them, even in the house during the sales presentation and estimate that this door is NOT available in obscure glass. Once again, we apologize that the customer is not happy with the door that they contracted us to provide and install, but we have only provided them with EXACTLY what they agreed to on their contract. If they would like an S-CURVE shower door, we will be happy to sell them one in the available glass options, which are clear and rain. This is a custom door and will have a longer lead time on it, but we cannot refund the door which we have already installed, as we have not made a mistake or done anything incorrectly, we only followed the contract to a "T" and provided exactly what was agreed to on the contract. If they would like, we would be more than happy to offer them a quote on a new S-Curve shower door in one of the available options.
Sincerely,
[redacted]
President
Initial Business Response / [redacted] (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 faucetWe install thousands of these exact faucets each year and they all have the same quality, same amount of "tightness" etcdue 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 temperatureAgain, 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 properlyMrs [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 easierUnfortunately we can't replace a faucet that is functioning perfectly Sincerely, [redacted] President Initial Consumer Rebuttal / [redacted] (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 meThe person that was here previously was the same person that installed the faucetI wanted someone other than the installer to come outI had my plumber come out and look at it and he said he can fix the problem but I will have to pay for itWhy 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 beginningI was yelled at, belittled and tramatized by these people and was told that I should be grateful that I didn't pay moreI should be 100% satisfied and I am not Final Consumer Response / [redacted] (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 yesterdayThey stated that my problem with the faucet is probably a faulty faucet cartridge, therefore, they are sending me a new cartridge free of chargeIf 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 / [redacted] (4000, 18, 2015/03/30) */ We will contact the customer and schedule a time to come out and replace their cartridge Sincerely, [redacted] President
Love my new bathroomThe granite color looks AmazingI will definitely recommend Bath Planet to othersSuch nice people to deal withMade the experience so much easier
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ To Whom It May Concern: We have reviewed the contract to see if a mistake had been made, and we did deliver the exact door which was on the contract, which was a door with obscure glassThere was nothing stating that the door was supposed to be an upgraded S-Curve shower door, if there would have been, we would have notified the customer that the S-Curve door is not even available in Obscure glass and asked them right away if they would like the glass changed to a different type, one which is offered in the upgraded S-Curve shower doorWe apologize that the customer is not happy with their door, but this is the door that we were contracted to provide to them Sincerely, [redacted] President Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/01/05) */ 1/2/ I am still waitingCan you please advise me of the status of my complaintWe received a call from bath planet, [redacted] and he said he can't do anything because he is only the middle manWhen We asked for a refund of the door he said they would get back to usThey never didAgain, we could have kept the door we hadIt just needed a cleaning Final Business Response / [redacted] (4000, 14, 2015/01/06) */ 1/6/ Case #XXXXXXXX Re: [redacted] To Whom It May Concern, We just received correspondence that the customer is wondering what the status of their complaint isNothing has changed since our last response, we have reviewed the contract that the [redacted] 's signed and agreed to and confirmed that BathPlanet DID in fact deliver the exact door which was contracted for, which was a 60" bypass shower door with chrome frame and obscure glassThe "style" of the door checked is "bypass", not "custom" with S-CURVE specified next to the word custom, which would be the upgraded S-CURVE door which the customers are saying that they thought they were receivingAgain, the S-Curve shower door does NOT even come, and is not even made with Obscure glass, which is again what they contractedIf they did in fact contract for the S-Curve door, we would have immediately told them, even in the house during the sales presentation and estimate that this door is NOT available in obscure glassOnce again, we apologize that the customer is not happy with the door that they contracted us to provide and install, but we have only provided them with EXACTLY what they agreed to on their contractIf they would like an S-CURVE shower door, we will be happy to sell them one in the available glass options, which are clear and rainThis is a custom door and will have a longer lead time on it, but we cannot refund the door which we have already installed, as we have not made a mistake or done anything incorrectly, we only followed the contract to a "T" and provided exactly what was agreed to on the contractIf they would like, we would be more than happy to offer them a quote on a new S-Curve shower door in one of the available options Sincerely, [redacted] President
Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ To Whom It May Concern: Mr [redacted] cancelled the contract that he had signed with usOur protocol is to refund any money due business days after the date of cancellationMr [redacted] 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 [redacted] 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 [redacted] 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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ Hello, I just called the [redacted] '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 [redacted] '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, [redacted] President
On September 19, Satereh *** 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*** 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*** 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*** 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***’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*** a discount on her order, which she had stated she did not receive.
Sincerely,
Dimitris ***
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
Bath Planet sent a sales man to my home on September 20, The sales man was prompt and on timeThe sales call started off with a 30-minute presentation about how many industry awards that Bath Planet has won, quality product that is affordable, how they train their sales force and installation force, how they make all their own product with high end product (except the shower door) and how they're guarantee is 100% solidThe initial quote was approximately $10,after I was led to pick out all the color schemes that would have looked bestThis was far more than two other quotes I had got by $dollarsSo we began the negotiation process and after I made numerous concessions to what I wanted the look and feel to be, I ended up paying a price that I thought was fair but again, not getting my first choices in color combinations, long story short, I settled on all flat whiteI ended up going with this company because I did not want to replace tile with tile because I wanted to avoid mold that is often comes with tileI chose Bath Planet because I liked the idea of having a fully sealed acrylic wallI had done business with another competitor in the past that does a similar type of remodel with acrylic and aside from the shower door being poor quality, I was very happy with the work that was done for me with the other bath company that worked with acrylic wallsSo once I got a price that I felt was fair I signed the dealAfter I signed this deal, the troubles then beganAll in all the sales man was a decent enough guy but at times it did feel like I was buying a car between going back and forth with the sales man and the sales manager, pretty sad in retrospectThe next step was to communicate with Dennis (let's just use this name for the sake of telling my story, so this person's first name may or may not be his real name) "the scheduler"To my knowledge, Dennis's job and only job was to schedule clients remodel jobsI was to get a call the next dayDennis chose to contact me days later, no biggieWhen we first began speaking to one another, I noticed an acute lack of professionalism with his conversation skillsI asked for a weekend, I'm a teacher, I don't like to take days off unless I have a health situation onlyDennis informed me that weekends, "are booked up really far in advance"So I then, Black Friday popped into my head, so I asked for itDennis said this was not going to be a problem and he booked November 25, for my remodel to beginI hung up the phone feeling like, "okay, Dennis isn't the most pleasant guy to speak to but at least he accommodated my second choice and besides I don't do anything in the way of Black Friday shopping, perfect or so I thoughtOn Monday, November 14th, I got a phone call from Dennis while I was teaching classHe requested that I call him back immediately, because there was a problem with the date I had picked....almost days previously....hmmm? When I completed teaching my class, I got in my car and called Dennis back on my cell phoneHe basically said, "you have to change your remodel date because my guy is not going to be in town to do your job"I stopped Dennis right there and asked him again, "what is your job?"Dennis: "I'm the scheduler for Bath Planet"Me: "so you mean to tell me that days ago, you didn't know that your guy was going to be going out of town for the Thanksgiving Holiday? You mean to tell me that you the scheduler just figured this out the week before the holiday? You mean to tell me that you expect me to change the date of my remodel, which was my second choice? No Dennis, you will do my remodel on the date I picked and that's final and there will be no more discussion of thisDennis: "Tom, I got no one, you have to reschedule or the job won't get done"Me: "Dennis, that's not my problem, it's the week before the remodel and you the scheduler are just figuring this out now, that you can't do the job the week before, no Dennis, you need to find someone to do my job"Dennis: "Tom, it's actually days before the job"Me:"Dennis, find someone to do the jobGood bye Dennis"I then called Dennis's boss, the sales manager, the guy who I found out at the end of my dealings with the sales person, was sitting in a bar, negotiating my deal, the one where I had to make all sorts of concessions just so I could get a reasonable priceUnbelievable! The lack of professionalism of this company is off the charts ridiculous! The conversation with the sales manager was brief however, I explained to him my very serious disappointment, I mentioned that his scheduler was not meeting his obligation and that if this doesn't get done when we scheduled this remodel that I would be asking for my 10% down payment backSales manager: "Mr***, your job will be getting done on the scheduled date, I'm sorry for the inconvenience"Dennis called me back and left me a message that basically said, that his "guy" is not going to go out of town with his family for the holiday and that the job will get doneFast forward to the day of the remodelThe man doing the work showed up at 9:am, called prior to coming overHe explained to me how the job would go, how he would lay down tarp to protect my floorsI then said to him, "I'm sorry you had to miss your holiday out of town, I'm sorry your boss Dennis dropped the ball on the scheduling my job and it effected your family plans"The worker: "I don't work for Bath Planet, I'm an independent contractorI'm going to do the job to their specifications and use their product but I'm my own boss"Me: "So you weren't trained by Bath Planet?"Worker: "No, I'm sub contracted by a number of these companies"So now Bath Planet sent me someone who is not trained in their program, so now they've broke contract because remember what I said in the beginning when I had to listen to the Bath Planet Sales man's speech, "we train our own staff"The man who's doing the install is not a Bath Planet employeeNow, if my job isn't done right, I have deal with another inconvenience? Is my elderly neighbor's unit in danger of having a flood issue because someone who didn't get trained by Bath Planet did my job? Bath Planet is not a reputable company and who ever the hell are the companies that award them for all their greatness are, better take a good look at this review and consider or re-consider how they give out all their rewardsThis experience is a complete jokeDon't use them because they are not a company that stands behind their wordBath Planet does not truly represent they're word or assertions of their validityRun away from Bath Planet or look the other way when you see the number painted on their trucks because you are only going to get jobbed like you would at an auto dealershipThe work is being done right now as I type this reviewThe sub contractors that showed up are very nice men who are very hard workingI hope they do this job correctlyI was expecting people from Bath Planet to do this job, this is not the case, I am basically rolling the dice right now as I write this reviewI am livid about all of this! I don't appreciate being lied to by sales people and sales managersI don't appreciate being shamed by scheduling personnel for their lack of foresight in scheduling remodeling jobsI am absolutely livid that I have to pay a balance of thousands of dollars to a company that does not represent themselves with any legitimacy whatsoever
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-weeks to arrive at our vendor, once the vendor receives the glass the building process beginsOnce the door is built
it is delivered to us on the following Thursday, as that is when we receive our shower door deliveriesThere would be NO possible way that all of that would be accomplished within 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 inI 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,
Initial Business Response /* (1000, 5, 2014/12/10) */
To Whom It May Concern:
We have reviewed the contract to see if a mistake had been made, and we did deliver the exact door which was on the contract, which was a door with obscure glassThere was nothing stating that the door was supposed to
be an upgraded S-Curve shower door, if there would have been, we would have notified the customer that the S-Curve door is not even available in Obscure glass and asked them right away if they would like the glass changed to a different type, one which is offered in the upgraded S-Curve shower doorWe apologize that the customer is not happy with their door, but this is the door that we were contracted to provide to them
Sincerely,
*** ***
President
Initial Consumer Rebuttal /* (3000, 12, 2015/01/05) */
1/2/
I am still waitingCan you please advise me of the status of my complaintWe received a call from bath planet, *** *** and he said he can't do anything because he is only the middle manWhen We asked for a refund of the door he said they would get back to usThey never didAgain, we could have kept the door we hadIt just needed a cleaning
Final Business Response /* (4000, 14, 2015/01/06) */
1/6/
Case #XXXXXXXX
Re: *** ***
To Whom It May Concern,
We just received correspondence that the customer is wondering what the status of their complaint isNothing has changed since our last response, we have reviewed the contract that the ***'s signed and agreed to and confirmed that BathPlanet DID in fact deliver the exact door which was contracted for, which was a 60" bypass shower door with chrome frame and obscure glassThe "style" of the door checked is "bypass", not "custom" with S-CURVE specified next to the word custom, which would be the upgraded S-CURVE door which the customers are saying that they thought they were receivingAgain, the S-Curve shower door does NOT even come, and is not even made with Obscure glass, which is again what they contractedIf they did in fact contract for the S-Curve door, we would have immediately told them, even in the house during the sales presentation and estimate that this door is NOT available in obscure glassOnce again, we apologize that the customer is not happy with the door that they contracted us to provide and install, but we have only provided them with EXACTLY what they agreed to on their contractIf they would like an S-CURVE shower door, we will be happy to sell them one in the available glass options, which are clear and rainThis is a custom door and will have a longer lead time on it, but we cannot refund the door which we have already installed, as we have not made a mistake or done anything incorrectly, we only followed the contract to a "T" and provided exactly what was agreed to on the contractIf they would like, we would be more than happy to offer them a quote on a new S-Curve shower door in one of the available options
Sincerely,
*** ***
President
I would not recommend this company!
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,
*** ***
Complaint: ***
I am rejecting this response because: bath planet never offered shower doors to me at any priceAll he said to me was he had installed many shower stalls and that they all leak without shower doorsIMentioned 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,
*** ***
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 ***
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,
*** ***
Initial Business Response /* (1000, 5, 2015/04/08) */
Hello,
I just called the [redacted]'s and spoke with them regarding sending their check back. We are more than happy to mail the check back, which I told them that we will do immediately. Our normal protocol is to VOID the check to avoid...
mailing such documents but since they requested the mailing I am happy to do so. I will also be more than happy to reimburse them the $35 for the fee that they incurred. The [redacted]'s did state to me that they are retracting their complaint against us because I am more than happy to honor their requests. Please follow up with me and let me know that the complaint has been retracted.
Sincerely,
[redacted]
President
Love my new bathroom. The granite color looks Amazing. I will definitely recommend Bath Planet to others. Such nice people to deal with. Made the experience so much easier.
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.
I would never use them or recommend Bath Planet to anyone. Workmanship is unacceptable. Bath Planet Does not deliver what they say. Very unprofessional. They make changes to suit the company, not the customer.
Disgusted....
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, 2014/12/10) */
To Whom It May Concern:
We have reviewed the contract to see if a mistake had been made, and we did deliver the exact door which was on the contract, which was a door with obscure glass. There was nothing stating that the door was...
supposed to be an upgraded S-Curve shower door, if there would have been, we would have notified the customer that the S-Curve door is not even available in Obscure glass and asked them right away if they would like the glass changed to a different type, one which is offered in the upgraded S-Curve shower door. We apologize that the customer is not happy with their door, but this is the door that we were contracted to provide to them.
Sincerely,
[redacted]
President
Initial Consumer Rebuttal /* (3000, 12, 2015/01/05) */
1/2/15
I am still waiting. Can you please advise me of the status of my complaint. We received a call from bath planet, [redacted] and he said he can't do anything because he is only the middle man. When We asked for a refund of the door he said they would get back to us. They never did. Again, we could have kept the door we had. It just needed a cleaning.
Final Business Response /* (4000, 14, 2015/01/06) */
1/6/15
Case #XXXXXXXX
Re: [redacted]
To Whom It May Concern,
We just received correspondence that the customer is wondering what the status of their complaint is. Nothing has changed since our last response, we have reviewed the contract that the [redacted]'s signed and agreed to and confirmed that BathPlanet DID in fact deliver the exact door which was contracted for, which was a 60" bypass shower door with chrome frame and obscure glass. The "style" of the door checked is "bypass", not "custom" with S-CURVE specified next to the word custom, which would be the upgraded S-CURVE door which the customers are saying that they thought they were receiving. Again, the S-Curve shower door does NOT even come, and is not even made with Obscure glass, which is again what they contracted. If they did in fact contract for the S-Curve door, we would have immediately told them, even in the house during the sales presentation and estimate that this door is NOT available in obscure glass. Once again, we apologize that the customer is not happy with the door that they contracted us to provide and install, but we have only provided them with EXACTLY what they agreed to on their contract. If they would like an S-CURVE shower door, we will be happy to sell them one in the available glass options, which are clear and rain. This is a custom door and will have a longer lead time on it, but we cannot refund the door which we have already installed, as we have not made a mistake or done anything incorrectly, we only followed the contract to a "T" and provided exactly what was agreed to on the contract. If they would like, we would be more than happy to offer them a quote on a new S-Curve shower door in one of the available options.
Sincerely,
[redacted]
President