Bath Planet of Western PA

I apologize for the delayed response, as the information from the Revdex.com didn’t reach me in a timely mannerHowever, now that I have received this letter, please be aware of the following: We were fully aware of the customers concerns with the installation and we are working with them to Re-install the project to their liking As a company, we pride ourselves on our customer service and we are sorry that this customer’s experience has been difficultAs it turns out, the original order could not be installed as they wanted, so we installed a different tub that would accommodate the “Walk thru insert”The customer was not happy with that tub, and after installation, the customer ended up requesting a different tub with NO Walk thru and completely different style of Walls The Company decided to abide by the customer’s wishesWe ordered all new material, and didn’t charge the customer for any changesThe delay was because all the materials had to be reordered, custom made and shipped from Illinois to our facility in PAThe issue was in the follow up with the customer, and we were unable to meet their level of follow up requestedFor that we apologize, and have refined our follow up processWe are scheduled to reinstall the bathroom a 2nd time, and we should have final resolutionPlease Note the following: The customer financed the entire purchase and has not yet been billedWe as a company have not received a single dime in regards to this purchase from the Customer By the end we will have fully paid for different bathroom projects, but do not intend to charge the customer for any additional work While we had some challenges with the job, we do not feel that the customer should have contacted the Revdex.com, since we had already agreed to redo the jobWe have also struggled to communicate with the customer due to them hanging up the phone on us several times We intend to stand by this issue and work with the customer until it is done satisfactorily We value the customer and their home, and we hope they get years of enjoyment from the project once it is finishedWe understand that in our line of work, issues will arise and personalities will conflictWe have done our best to work with this customer I will keep the Revdex.com updated on final resolution, and there will be no update until the install is completedThanks so much for your help in this matter

Thank you so much, "The company addressed the disputed issues, and the complaint(s) have been resolved." After speaking with the owner of Bath Planet everything was done as promissed
There was a communication problem in the beginning and the owner did call the next day and apologized and said there was so changes made as far as calling back.
So sorry I did not reply sooner we were preparing for a vacation and I just got this messageBut the tub and surround now looks very professionally done

Thank you for allowing us to respond on behalf of Bath Planet.  At this time the customers problems have been address and the customer has reported by email that he is happy and satisfied.

I apologize for the delayed response, as the information from the Revdex.com didn’t reach me in a timely manner. However, now that I have received this letter, please be aware of the following:
We were fully aware of the customers concerns with the installation and we are working...

with them to Re-install the project to their liking.
As a company, we pride ourselves on our customer service and we are sorry that this customer’s experience has been difficult. As it turns out, the original order could not be installed as they wanted, so we installed a different tub that would accommodate the “Walk thru insert”. The customer was not happy with that tub, and after installation, the customer ended up requesting a different tub with NO Walk thru and completely different style of Walls.  The Company decided to abide by the customer’s wishes. We ordered all new material, and didn’t charge the customer for any changes. The delay was because all the materials had to be reordered, custom made and shipped from Illinois to our facility in PA. The issue was in the follow up with the customer, and we were unable to meet their level of follow up requested. For that we apologize, and have refined our follow up process. We are scheduled to reinstall the bathroom a 2nd time, and we should have final resolution. Please Note the following:
The customer financed the entire purchase and has not yet been billed. We as a company have not received a single dime in regards to this purchase from the Customer.
By the end we will have fully paid for 2 different bathroom projects, but do not intend to charge the customer for any additional work.
While we had some challenges with the job, we do not feel that the customer should have contacted the Revdex.com, since we had already agreed to redo the job. We have also struggled to communicate with the customer due to them hanging up the phone on us several times.
We intend to stand by this issue and work with the customer until it is done satisfactorily. 
We value the customer and their home, and we hope they get years of enjoyment from the project once it is finished. We understand that in our line of work, issues will arise and personalities will conflict. We have done our best to work with this customer. 
I will keep the Revdex.com updated on final resolution, and there will be no update until the install is completed. Thanks so much for your help in this matter.

we have agreed to redo the install with new walls. Material should be arriving soon.

Review: Actually my complaint deals with service, product, and warranty issues. There is not enough room here to file my whole complaint. I have had issues with Bath Planet of Western PA / parent company BCI since my relationship started with them. "Highlights" include a bathroom, that after 2 years of service calls, still does not work, being called names and lied to by employees, dealing with many incompetent subcontractors and a rotating cast of general managers, and many other issues. I have them all documented and have been in touch with both Bath Planet and BCI nearly continuously over the past 2 years. While trying to arrange another service call, I was told that my local Bath Planet is closing and cannot fulfill the lifetime warranty they promised.Desired Settlement: Since my local office cannot fulfill the terms of the lifetime warranty (which was the reason I chose the company), I believe I deserve to have my money back as my bathroom is still not completely functional and continues to malfunction. I would be glad to forward 2 years worth of correspondence to support my wishes.

Review: In March of 2015, I signed an agreement with Bath Planet and gave them a deposit of $2000.00 to renovate my bathroom shower stall. On March 28th, a couple employees arrived and proceeded to remove the existing shower stall. They also delivered all the materials to be used for the installation. They worked 4 to 5 hours and then left for the day telling me someone else would arrive on March 30th, to finish the work. After arriving that day the employee quickly discovered that the new shower base would not properly fit and something else would need to be ordered, and there was nothing he could do until it arrived. Several days later I called Bath Planet for an update, but got no response. I called day after day after day, always getting their answering machine when I called. I would leave a message, but would never get a call back. Finally around the end of April, I complained to their corporate office about the problems and they finally got someone to call me to get an installation date set up. They said everything was in and they were ready to finish the work. On May 4th, the date everything was scheduled, no one showed up. I called to complain, and the person I spoke to didn't seem to know what was going on. Someone else then called me back and said the installer was running late but would be there within an hour. Approximately 3 hours later he arrived. He spent an entire week doing the renovation; however, he was unable to finish because the shower stall glass door and partition was the wrong size. After I was told it was being reordered, I never heard back. Once again I called numerous times, only to get an answering machine. As usual I would leave a message, and as usual I would never get a call back. After writing a 10 day cure notice to Bath Planet on June 1st, I did receive a call from their manager who explained they had made some management changes recently and he needed some time to get up to speed on the project. He also said he would need some additional time to finish the work. I said as long as I see some progress being made, that would be fine. As of this writing, August 13th, nothing has changed. The shower stall still has no glass enclosure. As it turns out the stall was not built big enough to accommodate a shower door on the left side of the stall where it was to be located. There are also other issues with the work that was done that needs to be resolved. Again, I have made numerous calls to Bath Planet, most recently, on August 11th, but have not received a return call. I am completely disgusted with this company. I was told this was going to be a 2 to 3 day job from start to finish, and here it is almost 4 and half months since they came and removed the old shower.Desired Settlement: I am asking for a refund of the $2000.00 deposit that I gave them in March. They are in breach of their agreement/contract; therefore, the contract should be terminated. What was specified in the contract/agreement and what I received are two different things. The amount of time that it has taken from the time the job started in March until now, August 12th, is utterly ridiculous and unacceptable and should be reason enough to find this contractor in default of the agreement I made with them.

Business

Response:

Thank you for allowing us to respond on behalf of Bath Planet. At this time the customers problems have been address and the customer has reported by email that he is happy and satisfied.

Review: Sold the product on the claim they did full bathroom remodels. Then the problems began. First the time it took to install my bath tub and surround was not done as promised ( Full bathroom remold in 3 days). Job was supposed to be started on the 8th of Oct. They called and said they would start on the 9th,a day late, due to problems. The 9th they didn't show up on time. When they did they demolished my bathroom and left it. Had to make numerous calls to find out when they were coming back and cleaning up the mess and finishing the bathroom. They showed up on the third day the 10th cleaned up the mess left said they were going to be back on Sat. the 11th and finish the job no one showed up.(needless to say I had to cancel plans to try and get this job done it's my only bath room.) Again numerous calls, finally late afternoon on the 11th, they finally sent out a plumber to hook up the water to the old bathtub, which was a pipe sticking out of the wall, that you could turn on and off to fill the tub. At least you could take a bath. Needless to say they are not very professional. The installer for Bath Planet is [redacted] from Scottsdale Pa. They blamed Bath Planet and Bath Planet blamed [redacted]. The job for the surround was completed on the 14th other than the trim and sloppy caulking, I was satisfied enough to pay them for the portion of the job completed. Holes were left in my walls where they started the full bathroom remodel.(Before [redacted] and Bath Planet started arguing over who was responsible for the rest of the remodel.) [redacted] quit refunded my money for the rest of the installation and I had to hire separate contractors to finish the job. I believe they sold me this product under false pretense.Desired Settlement: A partial refund to compensate us for are time and aggravation.

Review: this does not only involve repair issues . this has been a nightmare from the start material was cut wrong & filled in with caulking all the caulking looks as if a 2 yearold put it on there now is a chip on the flooring of the shower the grab bar that was put in came out of the waal first time it was grabbed!the product is lifetime warranty cant not get in touch with anyone in any of the offices that I call no one is returning my calls they also messed up the floor in the bathroom when installing the shower so I have no choice in replacing it.I have already payed for these services infull.($8194.00)I feel as if I am being ignored by this company and I want the work to be done and I also feel the I should be reimbersed for the $ that I have payed they have breached the contract as far I am concerned. this was started around the begining of june 2014 and still is not finished the contract was signed 4/14/14Desired Settlement: I would like the work to be done the right way and I feel I should get a refund of all money

Business

Response:

we have agreed to redo the install with new walls. Material should be arriving soon.

Review: I contracted a replacement of our tub on 3/27/2014. When they tore out our tube and walls, they brought in the tub and the installer said "what they contracted for you is impossible"."You cannot have a walk through with a soaker tub" "The tub with head and arm rests, won't fit with the door". They took the tub back to their warehouse, We were promised $600 off the contracted price, after the manager "[redacted]" got extremely rude. They brought another tub a couple days later and installed it. It was narrower, very uncomfortable, when you lie down there is no room for your arms and you had to step UP to get into it. Water level is approx 9.5 inches deep, barely covers your legs. The work was poorly done, unprofessional and incomplete. When we tried to use it, it leaked all over the floor and through the ceiling in our garage with the water flowing over a light bulb. When we reported this they said they would tear out the tub and replace it with a soaker tub without the walk through. The job boss [redacted] on 4/21/2014 called another company to get the walls ordered, he said they told him it would be in their warehouse on 4/28. He said give it a day but I will call you on tuesday 4/28 if it comes or not, I made him repeat it because I wanted him to make sure that it was clear that he was going to call one way or another. It is thursday 5/1/2014 and have yet to get a call. Left a message on ###-###-#### which is [redacted]'s cell. Still no call back, called company 2 times and they are not calling back either. I have pictures of the sloppy incomplete work and a video of the water dripping over the light bulb in the garage. They do not show you a picture of what they promise to install, if they did the mistake in the contract could have been avoided. They are completely in breech of the contract and it is very frustrating trying to get someone to call you back to resolve the issues. I have a list of 14 things that are wrong with the job they have done so far.Desired Settlement: Tub was supposed to be replaced and we are not going to settle for the original cost of $6690 minus the $600. The contract needs to be redone for what a soaker tub without a door would cost minus at least the $600. We are very upset with the way all this was handled, especially waiting for someone to return calls. I have never delt with such unprofessional people.

Business

Response:

I apologize for the delayed response, as the information from the Revdex.com didn’t reach me in a timely manner. However, now that I have received this letter, please be aware of the following: