Better Bath, Inc.

To Whom it May Concern,I have received the complaint filed by Mr***Though I have never spoken to Mr*** I have spoken to *** ***, his wife, on at least occasionsAs I'm sure one could expect, I feel that the complaint filed today is beyond erroneousFrom our stand
point at Better Bath, Incthis situation is already resolvedHowever, we are thrilled to have the Revdex.com involved to validate our resolution, or if appropriate, to advise us of a better one
Yesterday, May 21, 2014, Mrs*** informed me she had chosen to use another contractor to do her bathroom workHere is some relevant information in regards to the cancellation request
The contract that was signed between Better Bath, Incand Mr*** allowed Mr*** a day right of rescission, per federal lawAfter that point, materials would be ordered and no refund would be awarded to the customer upon cancellation due to the custom nature of the productBetter Bath, IncONLY deals with acrylic bath liners and replacement tubs in the wet area of the bathroomWe do tile floor coverings for home owners who are acrylic tub or shower customers upon requestThose are the only materials we offerWe do not carry any other displays or any other materials to show home owners other than acrylics for tubs and walls and ceramic tile for floorsNowhere on our contract with Mr*** does it state that the tub would be made of anything other than acrylicAlso, our production schedule has run 8-weeks out for over monthsAll customers are told the production schedule at the time of saleWe are just now in the 8th week since their orderUpon contacting the ***'s to schedule the installation, they attempted to change the order to a non-acrylic productWhen I told Mrs*** that all we do is acrylic, she told me she had already contacted another contractor who would do exactly what she wanted doneAt that point, I told her that if she wanted to use the other contractor I would gladly supply him with the product I had already purchasedMrs*** stated again that she did not want the products we had custom made for her jobAt THAT POINT I was more than happy to refund Mrs*** her original down payment, even though her decision to move forward with another contractor using other materials has caused our business to lose moneyAt THAT POINT I told Mrs*** that I would send a check request to the person in my organization that handles our accounting and check writing and he would process a refund as soon as possibleMrs*** did request a certified checkI would not commit the time of anyone in my company of going to the bank and getting a certified checkWe have never bounced a check, we have sufficient funds to write many checksI simply told Mrs*** that we would send her a check.
If their ultimate goal is to receive a refund that they are not entitled to, then at this point their goal would have been realizedSince that time, *** *** has called my office multiple timesShe has demanded certified checks, threatened my employees, and *** *** has filed a terribly erroneous complaint with the Revdex.comThis has all happened in less than hours.
One example of the errors I'm referencing is this quote:
"when my wife called to get their address so she could just go pick it up they gave her a phony address there was no such place therewe went to the address on their web site it is a *** business"
Mrs*** spoke with *** *** at my office to get our addressIn front of other employees he gave her the correct addressThat address is *** *** RdNew Albany, Indiana Mrs*** became belligerent and told Mr*** that "there is no such thing as Charlestown Rdin New Albany." Mr*** attempted to explain that Charlestown Rd is a major road and that we are right on the roadHe attempted to provide landmarks such as *** and the giant movie theater that we sit directly in front ofMrs*** simply raised her voice and declared Better Bath, Inc to be a scamAlso, in response to the statement that a *** business is at the location listed on our website, that is almost correctAs we just recently moved to a new larger location, we left vacant a spot right NEXT DOOR to The *** ***, Incin the zip code of Louisville, KYThe ***'s were simply one suite off(I do want to thank the ***'s for pointing out that our website still has our old addressWe obviously over looked that detail and will change that immediately.)
Mrand Mrs*** have chosen to do work with another contractorThis contractor works with Mrs*** as a school bus driverThrough that relationship, they were influenced to cancel the contract with Better Bath, IncThat being said, I am content to let Mrand Mrs*** move on with another contractorI will not attempt to require the ***s to let us complete the work and thus gain the additional funds that the contract promisesHowever, due to the loss of money in purchasing custom Acrylic products for their job, and due to the uncommon stress that the ***s have caused the employees of Better Bath, Inc., we will be exercising our rights under the Federal Rescission laws as stated in item of the back page of the contract signed by the ***s (see attachment) to keep the monies that were allocated for the purchase of materials in the form of a down payment further clarified on item of the same page of the aforementioned contractIn good faith, we will be delivering the materials that were purchased on the behalf of the ***s to their residenceThey have paid for them and can use them however they see fit.
I trust that the Revdex.com will review the contract I am attaching to this response and remove this complaint from our fileWe value the relationships we have with our customers, the community and our employeesWe would hate for a customer's allegations to soil our reputation with anyoneIn my years in this industry, I have never left a complaint unresolvedIf the Revdex.com, as an impartial 3rd party, finds anything in my response to this complaint that causes it to feel I am in the wrong, I will gladly hear you out and promptly consider changing my positionUntil that time, I will wait with expectation for your support in closing this complaint and protecting our business from consumers who attempt to allow their self interest to damage our ability to run a strong, healthy business
Sincerely,
*** ***
President,
Better Bath, Inc

To Whom It May Concern:
Thank you for allowing us a forum to respond to this complaintI've apologized to Mrs*** on at least occasions for the confusion on this jobI agree with many points of her complaintThere are a few areas in which I
disagree and I have expressed those thoughts to Mrs***Here are those thoughts:
One of my representatives over stepped his bounds and sold work that we don't do (vertical tile work or tile on walls or mosaic tileWe will install tile on horizontal surfaces but we do not have any trained applicators to do tile walls or mosaic tile work).
Once our representative figured out his mistake, he marked the job canceled in our system and told us the homeowner canceled the jobHe made a series of bad choicesOnce we found out about his actions, we disciplined him internally within the guidelines of our sales rep agreement.
At this point, I personally told Mrs*** that I had just seen her job for the first timeI reviewed her contract with her over the phoneI reviewed with her that on the signature page she signed on her purchase agreement that it clearly states "THIS PURCHASE AGREEMENT IS SUBJECT TO APPROVAL OF BETTER BATH INC AND VALID UPON ITS ACCEPTANCE"This is on every purchase agreement that we enter intoWe do this to protect ourselves and our customersIt protects us from mistakes or omissions and it protects them from any over zealous sales person that may commit our installers to doing work that we are unable to do We show acceptance of purchase orders by sending a welcome letter/email accepting the job and giving an estimated time table for the job from the ordering of materials throughout job completionMrand Mrs *** never received anything from us showing our acceptance of the purchase agreement entered into by them and one of our agentsThe Purchase Agreement is again "VALID UPON ACCEPTANCE"Upon review Better Bath Inc rejected the purchase orderMrand Mrs*** put no money down so we had nothing to refund themNeither we nor they have been damaged financially or otherwise by our rejection of the contract
Mrs*** states in her complaint that we won't do the work because it's priced to lowI assure you that is not the caseWe rejected the work because, as President of the company, I personally know we are unfit to do the workIn our portfolio of work done, you will not find a vertical tile job done by any employee of Better Bath IncWe recently employed a crew with experience in tile floors and have begun selling flooring (hence the tiles displayed at homarama)Our specialty is Acrylic tubs and showers and Acrylic wall systemsIf Mrs *** would allow us to do an Acrylic wall system in her home, I'd gladly accept a purchase order from her and her husbandI'm sure we would do an excellent job for them! However, I told Mrs*** in July and will confess to anyone else who needs to know, no home owner should contract with us to do mosaic tile work on their shower wallsWe won't get it right and then I will be explaining to the Revdex.com why we are doing work that we are not qualified to doI can not tell you with integrity that I even know what the price of tile walls in supposed to be! I don't know if a company who specializes in that kind of work would say we are to high or to low on our priceMy assumption from Mrs***' continued desire to have us do the work is that the price our representative gave them was probably much lower that any other estimates that they receivedI can promise you this, if we were to do the work, the ***' would definitely get what they paid forWe specialize in Acrylic because it is a superior product with a much more simple applicationFor any customer looking for an Acrylic bath or shower system, I would state with confidence that we are experts in our field and you'd be hard pressed to find anyone who can do a better job than Better Bath IncHowever, I can say with equal confidence that if we were to accept a contract installing new tile walls, you could probably do just as good of a job doing it yourselfWe don't install garage storage systems, we don't install roofs or windows, and we don't install vertical tile.
That being said, I reviewed the new brochure that we had at homaramaBecause I know that all the bath and shower displays and pictures we show are of acrylic Bath tubs, liners, showers, and walls, I read it from that lensThings like "no job is to big or to small" mean something different to me and my teamI realize after reading Mrs***' complaint the any homeowner in her shoes could read those words differentlyI apologize for the confusionMy team at homarama tried to explain these things to Mrs*** but according to them, she became belligerent and began acting out and steering potential customers away from our boothAt this point they quietly let her say her piece and she leftI'm sure she felt justified in her actions and I can understand where they come fromPreventing Mrs*** or anyone else from ever being confused about our scope of work is a priority of mine nowThat being said, I have advised our marketing division to throw away all of those brochuresWe will have new ones designed immediately that remove any vernacular that might lead anyone to believe that we do tile walls.
At this point, I feel that Better Bath INC has been very honest and forthcoming with Mrand Mrs***As soon as I was made aware of the situation, I personally handled things the way I would hope to be treatedIt blows my mind to think that anyone would want to work with a company who would attempt do do work they are not qualified to doWe have not taken any money from these homeownersWe have acted in accordance with the purchase order they signed and supplied to the Revdex.com (please review page of the purchase order as described above) I maintain the position that not only have we done nothing wrong, but we have looked out for the best interest of the consumer.
I am not willing to do bad tile work in their homeI hold to that position because I'd rather they be upset with me than have a messed up bathroom and be upset with meI am happy to offer to install an acrylic tub or shower system for the *** if they would like thatThe cost would be within a few dollars of the purchase order that we rejected and they would get a superior materialI offer that in good faithAnything else would be a compromise that ends poorly for the customerI can see that very clearlyI hope that they can to
If the Revdex.com feels that I need to change my position for any reason that I may have missed, please contact meI am always willing to listen and consider the opinions of professionals like those found at the Revdex.com
Sincerely,
*** ***
President
Better Bath Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First off, I did not get beligerent, I was upset, because the ladies also stated they will do tile and it wasnt just for floors, that they would contract that portion out (of course this will be their word against mine). Also I did have a start date of May the 12th for the project and a sample of the tile, so I still do not see how this is not considered as being accepted. I would be curious what his definition of a few dollars would be for the great acryllic product vstile, and does that mean they will still be able to complete the part of removing a wall, and building a new wall as stated? As for money, once again I never said I gave him money, I signed a financial contract. No I do not accept his reply as acceptable, it is a cop out, I want to know the price as the materials he is talking about, and with completing the whole job including moving the walls with those materials and lining my tub with those materials. We can go from thereTo me he is very good at replying to complaints (a smooth talker)
Regards,
*** ***

To Whom It May Concern:
 
Mr and Mrs. [redacted] purchased a new Acrylic bath system from us on December 9th, 2013. The agreed in principal to allow us to do the work and they requested a 120 month 0% interest Finance program through one of our lenders. The representative...

brought the information into the office. When we attempted to get them approved they were declined for the 120 month program. They finance company counter offered with a 60 month interest free program in we (Better Bath INC) would pay a 'discount fee" to the lender on his behalf. The fee they charged us so that the homeowners could have 60 months interest free financing was $1,689.10. The representative said that it would be a big help for this family if we could do this on their behalf and volunteered to give up some of his commission to offset the cost to us for procuring their financing. I agreed to help if the homeowners wanted to move forward with the new approval. 
 
The representative called the homeowners and told them they were not approved for the 120 month but that the finance company had offered them 60 months interest free. The homeowners said they would take that offer so the representative went back to their home and they signed a new document for the finance company showing 60 months interest free financing. We proceeded with the installation. The customer was very happy with the work done. A month or two after completion, he called in complaining that the financing was wrong. We reviewed all the documents and found that the financing was in fact right. He then said that it turns out he can't afford to make those payments and wanted us to get him a lower monthly payment. He called and emailed us several times asking us to help. We had at least 4 employees contact the lender who said there was nothing they could do and that they could not talk to us about his loans as we are just a third party who refers customers to them. We advised Mr. [redacted] to attempt to contact them directly. We explained to him that he agreed with the lender to a 60 month payment plan. We asked him if he was satisfied with his bathroom installation. He said that he was, he just wanted to finance company to lower his payment. That discussion is between him and them.
 
A month or 2 later the customer contacted us again asking us to pay off his loan for him and finance it internally. We informed him that that is not something that we can do. We are not capitalized to get into the lending business. We had not heard from him in a while. I received emails saying that this was our fault, I again volunteered to see if I could help at all but the finance company declined his original request and he accepted their counter offer. We installed a great looking bathroom and he paid us for it with financing arranged between he and the lender. 
 
I am attaching the purchase agreement, the invoice that both homeowners signed agreeing to 60 months interest free, and the ACH sheet from the lender showing where we paid a discount fee on his behalf.
 
I do not want to belittle this situation or make assumptions about the actions of others. However, I must say that we at Better Bath Inc went above and beyond to assist this homeowner in getting a new bath. I feel it's unfortunate that several months later he attempts to make us pay for his obligations by sending half truths to the Revdex.com.
 
If the Revdex.com needs any further information from Better Bath we will be happy to provide it. 
 
Thanks.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
Dear Revdex.com these people are a bunch of liars and thieves!What they have written is not in anyway the truth.The best thing to do with the complaint is to let it go.We are Christian people and dont abid by such untruths.They will one day reap what they sow.It is most unfortunant that they treat people this way.Rest assured we will never recommend them for any kind of work what so ever!  Thank you for your help.We were NOT using Revdex.com for any thing at all.We dont treat people that way. Sincerely[redacted]

I wrestled with submitting this review. As someone who works with small businesses, I know what a negative review can do to a company. I feel my duty is to a future consumer. Before booking a job with Better Bath, they should know what they are getting into. We requested a quote from the company and were given an extremely competitive price which won Better Bath our job. We were told the job would take about 10 days. We were also told that Better Bath only uses certified, licensed plumbers (we specifically asked this question during the sales process). The job took five weeks to complete, and in the end I spent hours a day serving as foreman on the job - sourcing glass doors, managing the process, communicating with the workers. The tile job is beautiful. The man who did the tile work was extremely skilled and did a wonderful job. However, the plumbing was NOT done by a master plumber - or anyone with any type of license to do plumbing work. We had to employ an attorney and take money off our final bill to cover the cost of a plumber, drywaller and plumber to check the work and redo it. Our plumber indicated that upon inspection, the plumbing work was done completely wrong and we're lucky we didn't have a large leak already. Our supervisor was no help throughout the situation, and the owner of the company lied to us on more than one occasion. Save a headache, pay more and go with a different company.

After reviewing the last statement made by the customer, I feel it necessary to respond by saying that we have thoroughly reviewed this job, the work completed on the job, our records of interactions with the consumer, and the statement that we made to the Revdex.com about this issue already. We respectfully maintain our position. As to the accusation that someone at our company may have forged legal documents to change the terms of the loan, I have attached the contract and the original finance documents with the customers signatures. The signatures are all there for the review of the Revdex.com. We have hundreds of satisfied customers. We if there were any evidence that someone from our company was committing fraudulent actions we would terminate them immediately and pursue legal action. I don't know the reason for these accusations and I will not speculate to the customer's reasoning. All I can say at this point is that the evidence in front of our management team indicates that we have held up our end of the purchase agreement by providing a high quality product, professionally installed, to the customer's satisfaction. From there, the contract terms have all been signed and agreed upon by us, the customer, and a 3rd party lender. All the paperwork is in order and the terms of the loan were signed on by the customer. We are in no way involved in any further discussion on payments or refinancing or anything of this sort. That is left to the lender and their customer. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below? 
Hello,
 
I received a response to case #[redacted] and am appalled. The fact this company describes our complaint as "half truths" is insulting, especially after the bold faced lies that preceded that claim. First of all, we were never informed that our terms were 60 months. In fact, the way we found out was by opening our first statement from [redacted]. The document provided by Better Bath with our signatures are not our signatures. We will be more than happy to provide copies of our driver's licenses to show those are not our signatures. The salesman did have us sign an electronic tablet to "get started on the work." The changes in terms were never discussed, in fact I specifically asked for clarification on the 120 months of 0% interest and reiterated that we cannot afford more than $100 per month when signing the tablet. The form submitted by Better Bath either has forged signatures or the electronic signatures transferred from what we were told was to authorize them to get them started. Either way, we would have not used our fingers to sign for payments we could not afford. I would like to see a document signed in ink that shows 60 months of 0% interest because all I have signed in ink is one that states 120 months of 0% interest. We called every time we received a statement that didn't reflect what we agreed upon. Every time we called we were assured they would handle it and were even promised to receive a check to cover one of our payments for the trouble while they worked it out. Though I said it wasn't necessary they insisted. That check never arrived. We did call [redacted] and they informed me they don't even offer 120 months of 0% interest and Better Bath knew it. In fact, [redacted] stated that NOBODY offers 120 months of 0% interest. If that is the case, why do I have a document that I did sign saying "120 months of 0% interest" if Better Bath knew it wasn’t possible? We never "accepted a counter offer" as stated in the response; these terms were fraudulently thrust upon us without any other option. We have been late on two payments already due to the financial burden and our credit is suffering from being put into this situation. 
The public needs to be protected from these deceptive business practices. It seems clear to me that an unfulfillable promise was made in order to secure our business knowing that by the time it was discovered it would be too late to do anything about it. We are hoping the Revdex.com will take care of this and avoid help us avoid the need to take legal action. 
 
Thank you,
[redacted] 
Sent from my iPhone
Regards,
[redacted]

To Whom It May Concern:
 
Mr. [redacted] is 100% right!!!!! I was unaware of this situation. I have checked it out with my team and found that WE DID drop the ball with this customer. According to our CFO we mailed the refund check out to the [redacted]s on 07/03/14. We sent the...

full amount and deeply apologize for the inconvenience we caused them. I hope they will forgive us and accept the refund that we have sent as well as a gift card that I will be mailing out today. 
 
I will be dealing with the employees that dropped the ball this afternoon to ensure that this doesn't continue. If the homeowners or the Revdex.com have any questions, please feel free to contact me directly. I will make my best effort to resolve any customer complaints. I want to thank the [redacted]s for holding me and my staff accountable to the mistake we made. It's the first time we've made a mistake of this kind and we hope to never let it happen again. I hope the customers will forgive us and believe that we've made every effort to resolve this matter.
 
Thank you for your time. 
 
 
[redacted]
President
Better Bath, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 
 
 We have  received  our deposit and are  satisfied. I have also forgiven them by praying for them.

To Whom It May Concern,
First and foremost, let me apologize for my delayed response on this matter. When this complaint was filed, I was out of town, and somehow the notification from the Revdex.com ended up in my bulk mail folder. I am truly sorry for this delay. Here is our account of our...

experiences with the [redacted].
 
Statement from [redacted], Office Manager.
6/6/14 [redacted] called complaining about his toilet leaking at the base and wanted us to do something about it. He admitted the leak was there before we began work. He also said a friend of his fixed his leak with a second wax ring. I suggested the leak was from his existing toilet or a water line and that we were not plumbers. I offered to discuss it with [redacted] and call him back.
He called back a few hours later and talked to [redacted]. The call did not end well.
Mrs. [redacted] called back the next day and told me that they told the installer to use 2 wax rings and he did not. I suggested that 2 rings was not code and she replied that a plumber told them to do that.
[redacted]
Statement from [redacted], Installation Manager
Mr. [redacted] called in to let us know his toilet was leaking. I informed Mr. [redacted] that we are not licensed plumbers and we can not fix leaky toilets. We remodel Bathtubs, and showers. Any plumbing work needed before our Acrylic products are installed is worked out between the homeowners and a licensed plumber. As far as toilets go, our only involvement with toilets is if we lay new flooring for a customer. We will take the toilet up, and put the toilet back after the floors are installed. I reviewed Mr. [redacted]'s contract. We did install about 40 sq ft of tile for him. According to our sales person, [redacted] Mr. [redacted] asked us to fix his sub floor that had been damaged due to a leaky toilet and to install a new tile floor. We contracted to do that work. Mr. [redacted] told Mr. [redacted] that if he still has a leaky toilet he would need a plumber to look at that and determine the fix. That was not something we could do. Mr. [redacted] said he would take care of that and the contract was written to include the fixing of the floor and the installation of a new shower conversion acrylic product It was not written to include any work on a toilet or any waste lines. Mr. [redacted] then stated to me that when our installer was installing his floor, Mr. [redacted] had asked him to place an additional wax ring, (2) two total, under the toilet to help guard against the leak. He said the installer didn't fulfill that request. I then explained again to Mr. [redacted] that our crew would not have been allowed to do that because it would constitute doing work that requires a licensed plumber because we would be modifying existing plumbing at that point. I then went over his contract with him and pointed out that we were only contracted to redo his shower and his flooring. Furthermore, I pointed out that was all we are licensed to do. After going over his contract with Mr. [redacted] and explaining that we were not contracted to fix his leaky toilet, nor were we licensed to do so, I volunteered to arrange for one of the plumbers that has done work with us in the past to come out to his home and evaluate his toilet and help him get it fixed. I informed him that I would do that as a courtesy and set him up with someone reputable if he needed our help. I also informed him that all the plumbers I know will charge him a small service fee just for coming out to look at it and if he allowed them to fix the toilet they would typically apply that charge to the final bill. At this point, Mr. [redacted] began to cuss me and tell me "where I could stick the plumbers service charge" in graphic detail. Mr. [redacted] then hung up on me. 
I heard Mrs. [redacted] call back and talk to [redacted] the next day. I believe that was June 7th. She screamed and yelled at [redacted] for about 5 minutes. During this time [redacted] sat quietly and listened. I could here Mrs. [redacted] yelling through the phone from the next room. She requested that we send someone out to their home to take the toilet up and put a 2nd wax ring under the toilet. [redacted] repeated what I had told Mr. [redacted]. Mrs. [redacted] then said something to [redacted] that I could not hear. I then heard [redacted] say that she should contact the plumber that advised her to put 2 wax rings on it and see if he could go ahead and do the work. Mrs. [redacted] continued yelling at [redacted] attempted to bring me a cordless phone and turn the conversation over to me. Before She could give me the phone, Mrs. [redacted] hung up. We have not heard from Mr. or Mrs. [redacted] since. 
[redacted]
After speaking with my employees and reviewing the contract we had with the [redacted], I believe we at Better Bath have done our best to provide quality service to the [redacted]. I also feel that they are attempting use the Revdex.com to put pressure on us to fix things for them for free that have nothing to do with our work for them. Unfortunately, this puts me in a difficult position. If our company was to do the work that they are asking (even though we were never contracted to do such work) we would be in violation of codes and could risk losing the right to do business at all. That is not something we are willing to risk. At Better Bath, we are commit[redacted] to doing our best for our customers. We are humans and we do not profess to be perfect. I would ask for the Revdex.com to please review the attachments I am providing. You will find a contract that does not include anything about a toilet. You will also find before and after pictures of the work we completed. The [redacted] have indicated that this complaint will be resolved by refunding them the money they paid us for their flooring and shower work. I personally find their request and their complaint unreasonable. I trust that the Revdex.com will support me in this after reviewing the information I'm providing. Please contact me with any reasonable thing I can do to help resolve this matter. If you find that I am way off base here, I would be happy to listen and learn from your perspective. Thank you for your time.
[redacted]