Better Bathrooms and Kitchens, Inc.

Review: We hired Better Bath and Kitchens to completely remodal our master bathroom. The work started on March 30 2015 and was suppose to last 2 weeks. They have been over 1 month. There was a skylight that we contracted to them to close off and repair paint and finsh. Better Bath and Kitchen have had to redo our bathroom walls 3 times and the cieling still is not complete. Tracy White the owner of Better Bath and kitchins told me today 5/6/15 that he did not have anyone in his company to fix the cieling and is leaving me with and big ugly spot on a &12.000 remodel.This is unexceptable and I'm wanting to file this complant. To let Revdex.com know that this contractor has failed and took the money for an incomplete job.Hope to hear something soon to get some results.Thank You,[redacted]Desired Settlement: I would like to see the ceiling fixed as it was contracted to do. Or refund my money so that I can fix the problem.

Business

Response:

Good morning.I would like to thank the Revdex.com for giving me the platform to respond to Mr. [redacted] complaint. I did tell him the job should take two to two and a half weeks to complete. That is assuming that everything goes smoothly with no issues. We did have to work on the sheetrock longer than expected to get it to within specs of what is expected. We did not charge the customer anything extra even though we were in the home about a week longer. At this point, the bathroom looks great except for one area where we closed up a sky light.I spoke to [redacted] about this part of the work on initial consult and explained to him that we could block it off and texture it, but it would not match the rest of the "popcorn" ceiling. I charged him $100 for this portion of the work. I itemized this with the client on initial consult. He said he understood that without reworking the entire ceiling, it would be impossible to match the new work with the existing ceiling that is there.I agree with the client that the patched area does not look good and I offered to refund him the fee I charged to do this work. He kept telling me that he paid $12,000 plus for his bathroom and this patchwork is unacceptable and that I need to make it look better. Multiple times, Ive explained to [redacted] that this is the best we can do under the circumstances and unfortunately it looks poor. That is why I was willing to refund him for this part of the job.I have personally went and inspected the work. I have tried multiple times to explain to Mr. [redacted] the situation at hand.I do wish that he and all of our cleints are 100% satisfied. But there are times when it is impossible to mer the standard of the cleint and that is why I offered his money back. I have mailed him a return of $100 for this portion of the work.Ty for the opportunity to explain,Tracy White, Owner, Better Bathrooms and Kitchens

Consumer

Response:

I have reviewed the response offer 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,

Review: My wife, [redacted], and I had [redacted] and [redacted] visit our home in early September, 2015, for the purpose of providing an estimate of a partial bathroom renovation. The renovation involved the replacement of the basement bathtub/shower with a walk-in shower. The estimate appointment was for 10:00am, but they called three times to delay the appointment until 4:30pm. After the estimate and discussion, [redacted] and I agreed to the terms the estimate and provided a personal check for $3,280, which was one half of the contract total of $6,560. October 20, 2015, was agreed as the start date. The only outstanding issue was the decision on the shower fixtures, shower head, mixer, and the shower door trim. [redacted] visited the Better Bath showroom on September 11, 2015, and discussed trim alternatives while on a dental appointment in Roanoke the next week. Unable to make a decision, [redacted] brought home a booklet with our bathroom trim options. I called the business about October 9, 2015, before the installation date to relay our trim decisions, and I spoke with the owner, Tracy. [redacted] said [redacted] had called and cancelled our install date, and would reschedule in the Spring. [redacted] said the reason for the cancellation was our mother-in-law's illness, and that we did not have the money to complete the contract. I did not understand as both in-laws were deceased. [redacted] said to discuss with my wife and call him back. [redacted] arrived home shortly thereafter, and she said she had not called or cancelled the install appointment. I called [redacted] and said they made a mistake as [redacted] said it never happened. He said he would call me back the next day. I called the business again on Monday, October 19, 2015, as I had not heard from [redacted] or [redacted], and I left a message with the secretary for [redacted] to call me at home. The secretary said she would text [redacted] immediately to call me. [redacted] called late in the day and left a message on the answer machine that we wanted back on the schedule. On October 20, 2015, no workers showed. [redacted] called [redacted] cell phone that day and managed to speak to him. [redacted] (or [redacted]) agreed to refund the entire deposit of $3,280, by the end of the week. [redacted] was suspicious, so she called him back and asked for certified mail and a delivery date for the check. [redacted] said we would receive the check by October 24. October 27 arrived and still no check. I called the secretary and she said she would text him immediately. I called [redacted]'s cell phone on October 29, 2015, and left a message to call me at home. I believe that the two are avoiding my calls at this point. Some of the referenced dates in this complaint are approximated, but the installation date of October 20, 2015, was firm, and the end of the week arrival date of the refund check was October 24, 2015. We have still not heard from either of them and have not received the deposit check, as of October 29, 2015.Desired Settlement: I expect Better Bathrooms and Kitchens, Inc. to give me a full refund, $3,280, promptly.

Business

Response:

I apologize for the miscommunication

between myself, my staff and the client from day one. The original appointment we had set for

Saturday, August 22 at 2:00pm. The client is correct in stating that we did not

arrive until 4:30pm, as we were both in previous jobs that went over. However,

the client was updated and told us we were still ok to come. From day one we

have always had our clients best interests in mind. We are always striving as a

company to do better and to insure that one on one bond is created between our

staff and our future client.

The appointment with Mr. and

Mrs. [redacted] went very well and we were looking forward to doing their bathroom

for them. It was my understanding from my Designer ([redacted]) that he had spoken with Mrs. [redacted]

several weeks later (After I personally had worked with Mrs. [redacted] in selecting

specifics for her bathroom project) that she had called him and asked to please

post pone the job until the spring because of a personal matter with her

mother-in-laws health. With that being said, we did!

As it very clearly appears

this was incorrect information and I apologize for that. We talk to several

clients a day and apparently we mixed them up with someone else. Who by the

way, we have not yet found.

After [redacted] and myself spoke

with Mr. and Mrs. [redacted] about this issue, we came to an understanding that it

would be best if we just both agree to part ways. With that said, it was understood that the

check would be in the mail. I personally mailed out the check on October 27th

as it did take several business days for them to receive their check because I

had already placed an order for several of their project. It was a matter of me

having to get clearance from the companies that would refund me my money so

that I could get them back theirs.

As far as the [redacted]s thinking

that we were ignoring their phone calls, we absolutely were not. We agreed to cancel the contract and mail the

deposit back, and we have done so. Thank you for the opportunity to clarify that matter with the [redacted]'s. We wish them the best in their future

projects. [redacted]Owner

Consumer

Response:

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. It is assumed that the check will be valid and that it will be received in the next couple of business days.Thank you very much for your prompt assistance to this complaint.

Regards,

I had my old shower demo'ed and a new shower installed by Kenny with Better Bathrooms and Kitchens. I have been completely satisfied with the work that was done. . He was punctual, neat and professional and all the work I contracted for was done in the 5 day time frame that they had given me. I would recommend them for anyone interested in this type of maintenance free shower.

Review: Contract Written up on 1/24/15 by Owner, [redacted] for Total Purchase Price of $12,500 to Demo and Tear out our Bathroom walls down to the Studs, tear out Vinyl Floor and to leave the wood flooring that was already down.

(Size of Bathroom is 7ft long x 5ft wide)

Total of 3 people live in home. [redacted] & [redacted] and their 21 year old daughter

He needed Half of Deposit $6,250 about 30 days before job started to purchase material

Then remaining balance of $6,250 would be due upon completion.

We agreed for the job to start on Saturday, 3/28/15 as we would be leaving for a 10 day Cruise and since this is the only bathroom in the home the majority of the work would be complete by the time we returned on Sunday, 4/5/15. Noted in the contract it states that the job would be completed within 2 ½ to 3 weeks from the start date which at 3 weeks the completion date would have been Saturday, 04/18/15.

We financed $3,000 thru Better Baths Finance Company and we gave him a personal Check #[redacted] on 02/24/15 that cleared our bank for $6,250 left us owing a balance of $3,250. (So instead of him receiving 50% he received 75% before starting the job. After returning from our Cruise on Sunday, 04/05/15 @ 23:30 we entered the home to find a note left from [redacted] (the Laborer) that we had no running water in the entire house and no toilet but it would be working by Monday. Before we left for the Cruise, [redacted] assured us that we would have at least water and a toilet when we returned. We had to go and stay at the [redacted] in [redacted] since we all had to be at work the next morning @ 8am. Total Cost for the Hotel was $71.00 in which he was given a copy of the receipt and he deducted it from the remaining balance which now is $3,179.

As you can see thru the next 3 weeks of pictures the work was a slow progress and made this very inconvenient for us as we had to use our kitchen sink to brush our teeth & shave and go to our neighbor’s house for the next 2 weeks to take showers. There was only one employee “[redacted]” that was at our home working this entire time. He told us on numerous occasions that he was sorry it was going so slow but that [redacted] would not send anyone out to help him. He had to leave on a daily basis to go and check on other jobs in [redacted] etc. that [redacted] would call and tell him that he needed him to go check on at other job sites because other employees had ran into problems and he did not know how to fix them.

04/16/15- [redacted] informed me that he would not be able to work at our house because he had to take material to a job that is starting in [redacted] on Monday 04/19/15 but that he did tell [redacted] that he will be working at our house all day on Friday the next day

04/17/15. [redacted] ended up not coming to our house until 15:30 and left at 18:00 he had been at work all day and has a family of five to go home too. He said he would be back next week not sure which day since he has to be in [redacted]

04/17/15 @ 16:00- I went by Better Baths as [redacted] had called me about final payment. I told him that the job was not complete and he said yes he has just talked to [redacted] and he was done with the work about 1hour ago. I told him no that our daughter had just left the house and [redacted] had told her he had a couple more days left plus the Linen Door for the bathroom closet had come in wrong because they ordered the “Cheap” one and not the $138.00 one so when he went to cut it and it messed up. The door was not ordered correctly until 04/22/15 at [redacted] and was estimated to come in on 05/13/15 but arrived on 05/05/15. [redacted] called [redacted] he got no answer so then he called someone else and he told him the job was not done. I asked for an itemized bill and got a print out of a beginning balance, 2 payments, Hotel Adjustment and the final balance. I told him that I was not happy with the progress of this job as he had only had one person there working and expected him to get this done and that is not fair to him or us as a customer.

04/18/15- [redacted] came and worked on walls for about 3 hours.

04/19/15 Picture shows No Sink installed yet, No light switch.

04/20/15- [redacted] came and worked ½ day and installed sink

04/21/15@ 18:00- [redacted] the Manager came out said that [redacted] sent him to check on the Final Payment. He inspected the Bathroom and noted that we still had no hot water in the sink; that the hole in the wall was cut too big for the medicine cabinet; The Linen door was not up and not reordered. He was quite shocked at what he saw but told us that [redacted] had told him do not leave without payment. [redacted] told him she was deducting $105 a day for everyday the job went past due as she was taking the balance due and dividing it by the number days past the 18th and until the door was hung that would be the final completion date which was 05/05/15.

04/21/15 [redacted] came back Picture shows Sink installed no hot running water yet and cabinet cut out for medicine cabinet that was cut to big and left, and no trim around top of door

04/22/15 Picture shows sink running (but no hot water) holes left in drywall behind sink with not ring covers

04/23/15- Picture shows the Flex Duct Work in basement was taped with Duct Tape and not Correct Heating Cooling Tape therefore when the heat came on it melted the tape and the Duct work fell in the floor.

04/23/15- Picture shows Silver Drain in Shower Floor and [redacted] said he told [redacted] that this was supposed to be Bronze and he told him to put it down anyway

04/30/15- Picture shows Medicine Cabinet hole and Light Fixture not up yet, No Linen Door up yet, and flooring was cut to short, also there was no molding put in the linen closet. Tape was left in the linen closet to cover up gaps in walls

05/01/15- We paid [redacted] to come to our home he is a Licensed Contracted in [redacted] to hook up the hot water to the bathroom sink.

05/05/15- [redacted] came from Better Baths to hang the Linen Closet Door and gave us our house key back. [redacted] informed him that we have 30 days from the date of completion to pay according to the contract and that we would be requesting an itemized bill.

05/08/15- Mailed Certified Letter to Better Baths asking for Itemized [redacted] for cost of material and labor

All work has been completed by us and family at no additional costs to us to get this project complete

05/11/15- [redacted] called spoke with [redacted] asking about final payment, [redacted] advised him to call [redacted]

05/11/15- [redacted] called spoke with [redacted] about final payment. I told [redacted] that I did not feel that we had gotten a 12,000-dollar bathroom. I suggested that he should write off the remaining balance and mark us down as paid in full. I asked if he has received our certified letter and he said yes. I asked if he planned to send us one. He said no that they did not write up contracts that way and would not be sending us one.

**Note [redacted] only came to our home on 1/24/15 to write up the contract and never came back to check on the progress or the so called finished project**

Over the 4 week period that [redacted] was at our home he informed us that [redacted] was always doing his customers like this getting payments and never coming out to the job to check on the progress. Informed us that they usually work in teams of 1 person and he had told [redacted] he needed to stop giving customers a completion date when he has no idea the work involved he only does the selling and receiving the money.

[redacted] was very professional and clean while doing the work but at the end things started not being completed because he told us [redacted] told him he was done with this job and ready to move onto the next.

We purchased Medicine Cabinet, Sink, Light Fixture and Exhaust Fan and [redacted] said that they would put up for us at no extra cost as it would not take long at all. (Only thing that was installed by [redacted] was the sink and exhaust fan).

Better Baths Purchased:

Shower Door, Shower Head, Toilet, Linen Door w/Bronze Door [redacted] Hinges, 2 Can lights for overhead in Shower, PCV Pipe, Cold/Hot water knobs and pipe in wall for shower, Grout, Ceramic Tile for Shower for the Shower Walls and Ceiling above Shower (Item #[redacted] Panaria Flooring 1 box unopened left at our home), Zen Bora Pebbles used on Shower Floor and for 3 cutouts cabinets back splash in shower (Item #[redacted] 1 box unopened left at our home) Florida Tile Flooring 6x24 size 15 pieces in box (Item #[redacted] 1 box unopened left at our home)

[redacted]’s Purchased:

Decorative Celling Fan, Sink, Faucet, Light Fixture above Sink, Medicine Cabinet, Paint.

** Note the Dry wall looked so bad that you could see the seams, tape and nails after numerous mudding and sanding. So we decided to purchase Sand paint and paint over it so you would not be able to see the mistakes therefore we painted the entire bathroom so it would blend. We also had to purchase Drywall to fix the medicine cabinet area to fix the hole that was cut out to big, tape, compound, sanding block and foil tape for the duct work in the basement that had been taped with duct tape and pay $40.00 to [redacted] for Hot Water hook up and parts.

Total Additional Cost $164.47 (receipts attached)

**We had told him to not go over $4.00 square for the Tile in the Shower and Tile for Flooring as noted in the Contract but we have yet received an itemized statement as he said “they don’t do those” So we have no idea how much anything cost. We do know from [redacted] that the materials were all purchased at [redacted] in [redacted] and [redacted] in [redacted].**Desired Settlement: Since we gave him 75% of the contract before it was ever started we feel that the remaining 25% should be marked as payment in full due to all of the inconvenious caused due to this being the only bathroom in the home. The job went 17days past the date it was suppose to be completed and the Owner [redacted] has never been out to our home to check on the progress or the "so called final project" so he has no idea. We do have pictures dated everyday from 03/28/15 until 05/05/15 when the door was finally hung. If we can't get this solved we will be taking him to Small Claims Court in [redacted], County. I would not recommend this business to anyone. The 2 employees that we had dealings with [redacted] and [redacted] are very unhappy employees. From what I understand he tells them that he has to have peoples final payments to make payroll because he has been using his credit card to pay his employees. Well that is not our problem. Also stated that when they go to use credit accounts at other businesses to buy material it's embarrsing to them when he has not paid the bill and they can't purchase the material. I guess this explains why he has only contacted us regarding final payment and nothing elese seems to be a concern with him.

Business

Response:

Good morning,To ensure I don't miss any points, I will try to go over point by point that has been listed.1) The contract was written on 1-24-152) I did state that it is policy to pay 50% for deposit to contract the project3) We did agree on a start date of 3-28-15. I never stated that the majority of the work would be done by the timethey returned on Sunday, 4-5-15. The project was projected to take approximately three weeks and this is written and signed for on the contract. To have the majority completed by 4-5-15 would have been only 7 business days of working on the project. There is no chance that the project would have be done in majority by then.4) It is true that the [redacted]s financed $3000 with us through a plan we offer and they paid $6250 with a personal check. I did not require themto pay this much, [redacted] came into office and gave me the check already filled out. We spoke for a few minutes and she departed my office.This did leave a balance of $3250.5) On 4-5-15, It is true that there was not a toilet in operating condition, because we had far more extensive work to do in the bathroom than originallyplanned. Their home is an older home, and sometimes older homes can be harder to work on, this point was discussed the day we agreed to do the work.I did verbally tell the [redacted]s we would try to have them at least working water and the toilet running when they returned from vacation. We did everything we could to make this happen. I did not promise this, I told them we would try to make it happen. Unfortunately, we missed this deadline by one day.6) Even though I did not promise a working toilet, [redacted] came into my office and insisted that I pay for the one night stay at a hotel here in [redacted], VA for a total of $71. I agreed to do so to try and please her and [redacted].7) As stated by the client, the bathroom is approximately 35-40 square ft. There is no room to operate for more than one installer. However through the entire project, my installer had assistance with bringing materials to the job site. addressing any questions that arose, etc.8) It is true that we schedule projects to start when the previous one has came to substantial completion. By 4-17-15, we had finished the project substantially. [redacted] came by the office and stated on this friday that she would have final payment to me the following Monday.9) At this point, it had been brought to our attention that the closet door was slightly twisted and I believe was not closing properly. And it is true that we ordered another door for the [redacted]'s from [redacted]. This door was a custom ordered door that was not originally in the plan for this project. But I agreed to order the door. The door took about two weeks to get from [redacted]. The [redacted]'s stated that they would not be paying me the balance until this door comes in and gets installed.10) In regards to the medicine cabinet. This was not contracted with us. My installer was simply trying to help the client install it as a courtesy.11) As far as the comments made by the client in regards to our company policies. The state of our employees personal happiness. The way we handle our accounts with suppliers. I will not participate and reply to these comments.In summary, We worked a total of four weeks approximately. The project did last longer than anticipated. I did not ask for additional money to cover the additional work that was done on this project. I wish that the project went smoother and the client was happy with the end result of the project. Twice, we were told that we would have the final payment when we conceded to their terms. We have not received payment. We delivered above and beyond what was contracted and we are owed the final 25% of the contract. If I do not have final payment by 6-15-2015. We do plan to pursue the issue legally.This really should not be a "complaint" by the client as much as a complaint from the contractor. We worked extremely hard to deliver what was contracted. We did work that was not contracted to try and please the client. And now I am asking to be paid for the work that has been done.Thank you for the opportunity to reply to this message.[redacted], Owner, Better Bathrooms and Kitchens

Consumer

Response:

I have reviewed the response offer 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.We have a court date of [redacted] in [redacted] County General District Court. Regards,

Better Bathrooms and Kitchens replaced our old tub/shower with a new shower. The new shower is rugged, durable, and includes top of the line fixtures. In addition, it looks as good [maybe better] than displays in their showroom. They were easy to deal with and addressed every concern we had. The installer was very professional and conscience. Any installation will create dust and dirt. However, the installer used drop cloths to contain the dirt and he cleaned up any mess that had been made prior to leaving each day. In summary, we were very pleased with our interaction with Better Bathrooms and Kitchens and we are very satisfied with our new shower. We recommend their product and service.

I bought a Safe Step walk in tub, commode and new flooring. I was given an installation date in about a month. The date came and they arrived. The work was completed by excellent people and a follow-up checked how we liked it. I would highly recommend this business. They were very helpful and professional.

Review: 1) First Shower and Door Installation. The first shower installation was done by an incompetent tile installer. There were multiple issues including water leaking beneath the shower pan and puddling on the floor, drain installed incorrectly, and plumbing not properly attached to studs. Better Kitchen and Bath agreed to tear out and re-do the entire shower.

2) Second Shower and Door Installation. The second shower installation was completed by a Better Kitchen and Bath’s sub-contractor. We discovered water leaking under the shower door and puddling on the floor. Video/Pictures were sent owner, [redacted] Contractor made one trip to correct the problem, but was not successful. Once again video and pictures were sent to owner [redacted] Sub-Contractor did NOT come back the second time to fix. We informed Owner, [redacted] that the leak was getting a lot worse and we needed someone to fix it as soon as possible. He stated that he was not doing any more work at our house. We are stuck with this water issue and a questionable warranty for the bathroom and kitchen remodeling.

3) Tiled Backspace Kitchen: One tile around an electrical outlet is too thick which does not allow the outlet cover to cover the electrical box. Pictures were sent to Owner, [redacted] and he promised that this issue would be addressed and fixed. When reminded, he refused to send someone to correct.

Consumer

Response:

As a resolution to the issues that were submitted, we request a check made payable to [redacted] for $500.00 to cover the cost of these repairs.

Business

Response:

We can remove the shower and refund you approximately $563, the cost of the door. Let me know the date and time you would like us to be there.

Consumer

Response:

I have reviewed the response offer 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.The validity of the contract? Shower and Door Installation: Coming into our home and tearing it apart again by taking the shower door and giving us a refund does not solve our issue. Finding the source of the leak and correcting it would hopefully solve the problem. No one paid a visit to our home to attempt to correct this issue. Appointments were scheduled and cancelled by subcontractor (3 times). Video attached that was provided to business.Tiled Backsplash Kitchen: We were informed that this would be corrected. Pictures attached that were provided to business.We paid in full over $12,000 for kitchen and bathroom upgrades in December, 2013. The funds were released immediately to Better Kitchens and Bath. We trusted that the work would be completed with quality materials and professional labor in a reasonable timeframe. We request $500.00 to cover the costs to hire a different contractor to correct these issues. Considering all the trouble we have been through for the past eight months, this is a fair request.

Regards,

Business

Response:

This response ís in regards to the [redacted] project. As in all jobs, our goal is 100% customer satisfaction.

Unfortunately, after many efforts we as a company were not able to satisfy the [redacted]'s to their expectation.

We installed a kitchen countertop and backsplash that they both stated they loved at the time. The second portion of project was a tiled shower.

We tiled the shower and the final product did not meet the expectations of the client nor myself.

I offered to financially settle with them or retile the shower. They chose to have shower retiled. We gladly did so.

I explained to them if we retile the shower we cannot refund any money afterwards due to the nature I will have invested more into shower after the retile than what I originally charged.

The retiled shower did meet expectations in whole. Then the client stated they st¡ll wanted a settlement financially for the inconvenience. I explained multiple times again that we cannot do this.

She stated she did not like the shower door. I offered to take the door back and refund price of door. She said this plan was not suitable. She wanted to be refunded and keep the door. Unfortunately we are unable to refund any further money, especially without taking back the product.

I do wish this project went better as I wish all projects leaved my clients to be happy and satisfied with our work. Unfortunately after working and paying more for the project than what was orlginally charged, I have no other funds to refund on said project. We install over 125 projects a year and this is not indicative of how we do business.

Sincerely,

[redacted] Better Bathrooms and Kitchens

Business

Response:

This response is in regards to the [redacted] project. As in all jobs, our goal is 100% customer satisfaction. Unfortunately, after many efforts we as a company were not able to satisfy the [redacted]'s to their expectation.

We installed a kitchen countertop and backsplash that they both stated they loved at the time. The second portion of project was a tiled shower. We tiled the shower and the final product did not meet the expectations of the client nor myself.

I offered to financially settle with them or retile the shower. They chose to have shower retiled, We gladly did so.

I explained to them if we retile the shower we cannot refund any money after wards due to the nature I will have invested more into shower after the retile than what I originally charged.

The retiled shower did meet expectations in whole. Then the client stated they still wanted a settlement financially for the inconvenience. I explained multiple times again that we cannot do this.

She stated she did not like the shower door. I offered to take the door back and refund price of door. She said this plan was not suitable. She wanted to be refunded and keep the door- Unfortunately we are unable to refund any further money, especially without taking back the product.

I do wish this project went better as I wish all projects leaved my clients to be happy and satisfied with our work. Unfortunately after working and paying more for the project than what was originally charged, I have no other funds to refund on said project. We install over 125 projects a year and this is not indicative of how we do business.

As far as the last two points are concerned. We could not duplicate the shower door leaking. When we brought a repair man out to the job. We could not get the shower door to leak, This was one of the reasons I offered to buy back the door from the client so that they could buy a different door that would potentially address this issue.

As far as the outlet in kitchen goes, they were happy with kitchen project when it was installed. We did not change or install electrical for the client. We simply reused what was already there. If they are unhappy with the outlet(s)? I would say, that they will need to either change them out or pay for someone to do so. But we didn't charge for or change the outlets.

Better Bathrooms and Kitchens

Consumer

Response:

[redacted] STATES: As far as the last two points are concerned. We could not duplicate the shower door leaking. When we brought a repair man out to the job. We could not get the shower door to leak, This was one of the reasons I offered to buy back the door from the client so that they could buy a different door that would potentially address this issue.

HOMEOWNER RESPONSE: They did NOT come to our house to attempt to duplicate the shower door leaking. This is NOT correct information. I would gladly duplicate the leak if provided the opportunity. It happens every time we shower and it continues to get worse.

[redacted] STATES: As far as the outlet in kitchen goes, they were happy with kitchen project when it was installed. We did not change or install electrical for the client. We simply reused what was already there. If they are unhappy with the outlet(s)? I would say, that they will need to either change them out or pay for someone to do so. But we didn't charge for or change the outlets.

HOMEOWNER RESPONSE: This has nothing to do with the "electrical" outlets and has everything to do with the improper installation of the tile AROUND the electrical outlet. We were told Contractor would take out the thick tile and replace with a tile of the same thickness around the outlet to allow for the outlet plate to lay flat.

Three appointments to fix the two problems were cancelled by the sub-contractor. When I called the owner to complain, he states that he was not going to correct our issues. Therefore the $500.00 we are requesting is to pay for repairs to FIX the leak (video provided) and replacing the thick tile (pictures provided) since contractor REFUSES to stand by the 100% guarantee. It is not acceptable for us to have a third bathroom contruction project as the result of the contractor removing our shower door and giving us a refund.

Regards,

Business

Response:

We will be willing to refund $250 to reimburse for caulking the shower door and repairing the tile in the kitchen.

Consumer

Response:

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. Please make $250.00 Check payable to [redacted]

Regards,

Our bathroom had not been remodeled since the house was built in 1957. The blue tub had to be broken up and removed as well as everything else, the room was completely gutted. Steve, from Better Bathrooms & Kitchens, worked hard one day doing this. We ended up with a beautiful walk- in shower with glass doors and a bench to sit on, vanity, over the toilet cabinet, lighting, exhaust fan, glass block window (which is beautiful) and vinyl flooring. We are 100% satisfied. Sure, there were minor items that came up but we worked together and Tracy and Troy responded quickly and tried to resolve them! When we did not like something, we were able to change it to something we did like. You have to be proactive with your project! Tracy and Troy go above and beyond to work with you. Their worker, Steve, does his best to please and works so hard. Jay even offered some assistance. The painter, Kirk, was wonderful. We would recommend them to anyone! Thank you Better Bathrooms & Kitchens! We absolutely love, love our new bathroom and appreciate the job you did for us!

Better Bathrooms and Kitchens recently completed two bathrooms in our home. We are completely satisfied with their work. They honored each and every commitment they made to us and went above and beyond the call of duty to help us as we planned our improvements. The owner of the company, Tracy White, was most cooperative and knowledgeable. His installers, Peter and Jay, were courteous, professional and also knowledgeable. They kept the work site neat and clean and at the end of the work day, there was very little that I had to do to ready the house. We would wholeheartedly recommend the business to anyone wishing to make improvements to their bathroom. [redacted] and [redacted]

Review: My newest complaint is that I just spent about 1-1/2 hours describing all of the issues that are part of this complaint only to have the website stop working, recycle and send me back to the previous page to start over. Therefore, this version will be shorter. I have documented dates, times, conversations, etc. and can provide them on request.

I contracted with this company on March 6 to do a simple bath remodel, requiring no change in footprint and what should have been minor wall and ceiling repairs from cutting back a wall approximately 6 inches. The price was $14,000, which I questioned at the time as being excessive. I was told by the sales person that the average cost of a bath remodel was in excess of $16,000. I was also told that the project should take between 7 and 10 days to complete. This price did not include hanging new lights or painting the bathroom. After signing and before work began, I called Revdex.com to check the status on this company and was told that they had an A rating and that the three complaints that had been filed had been resolved. I have since been told by contractors and friends alike that $14,000 is way too high a price to pay for the services wanted. Unfortunately, the other bath remodeler I called out of the yellow pages never returned my call. I decided to sign because I did like the product and the person I initially wanted to do the project would be unable to do it for several months. Had I known that two months later I would still be dealing with the fallout from a simple bath remodel, I would have waited. While excessive pricing is certainly a part of this complaint, it is their performance and resulting damage to my home that are the primary focus of this complaint.

After giving them a 50% required deposit on signing, I waited 7 weeks 3 days for work to begin. I am now in WEEK 7 and am dealing with residual damage caused by their inability to properly install their products. Long story short, the sink, shower and toilet all leaked causing damage to two ceilings on the living level below. One of those ceilings had just been painted and crown molding installed this past February.

The issues causing unnecessary damage are as follows: The P-trap under the sink was installed backwards and the drain plug was not properly seated which allowed the sink to still drip even after the P-trap had been properly re-installed; the shower drain had not been properly installed and water was running down the outside of the drain pipe; the plumbing joints they replaced under the floor of the toilet had not been glued, causing the tank to slowly empty and refill without any flush action. They kept telling me that, after pulling the toilet three times, it must be a bad flapper. It wasn't until they cut a hole in one ceiling to fix the shower leak above that they discovered the real toilet issue. Because of their inability to adequately make repairs, both they AND I have had to hire outside contractors to come in and correct certain issues, resulting in additional out-of-pocket expenses for both.

Additional issues include the sink arriving with no holes drilled for the faucets and too long for the space. It had to be returned for shortening and drilling. Once installed, tools were placed on top of the new vanity top while trying to repair the sink and other things resulting in scratches to the counter. When the luxury vinyl tile was placed and grouted, the grout was not properly removed from the tiles and has left hazy spots. I tried removing it with a vinegar/water solution, which was ineffective. I had to contact the flooring people myself to learn what to do to try to remove the haze. When I asked the Operations Manager of the business that is the focus of this complaint what he had been told to use, he said "Dawn dish detergent", but then sent Orange Glow for hardwood and laminate floors with his newest employee of two weeks to address the problem. The correct answer from the flooring manufacturer is ammonia. Even with a lot of ammonia and elbow grease, the haze is very difficult to remove. I should not have to be working on this.

The night the ceiling leaks were discovered, I had just paid the company an additional $5,000 because I thought I had a functional bathroom. Fortunately, I had the foresight to withhold additional funds.

Now in WEEK 7, I have been contacted for final payment but these issues remain: Hazy floor, scratched counter top and ongoing ceiling repair. They offered to try to buff the scratches out of the counter top, but admitted that they have never done it before. Based on past performance, I am hesitant to allow them this "opportunity." With no experience, I don't want to run the risk of making the scratches worse. The Operations Manager obtained the name and telephone numbers of a person who supposedly did repairs from [redacted] but they were bad numbers. With no seemingly knowledgeable person available to look at the vanity, I suggested they replace it and was told that that was "not going to happen."Desired Settlement: I want the counter scratches buffed out by an experienced professional - or counter replacement and the satisfactory repair of anything damaged in doing so; I want the ceiling repairs satisfactorily completed; I want the excessive pricing charged for services rendered addressed, to include cancellation of any remaining balance; I want my additional out-of-pocket expenses in the amount of $625 to correct poor workmanship that they were unable to satisfactorily correct to be refunded to me; I want the floor issue resolved. And I want a formal (meaning written) apology from the owner for the damage to my home, for non-performance of services in the timeframe given, and for basically being held hostage in my home for 7 weeks while the damages they caused to my home are still being repaired by others. Not once since I called him upset and crying about the damages has he expressed any concern for anything other than money, and that was through his Operations Manager. He never came by to see what damage had occurred, nor to offer any form of apology or consolation. The only time he called me was when I withheld money and told the Operations Manager that I would not make any final payment until I met with the owner. (I wanted to tell him in person how disappointed I was with his services.) The owner called right after that and tried to set up a meeting for a time which was not convenient for me. He was leaving town that weekend and would be gone for several days the following week and obviously thought that if we met, he could collect. Of course, the statement about a meeting was made before the most egregious problems were discovered. Now I have nothing to say to him.

Business

Response:

Good morning,Thank you for the opportunity to address the following issues. And give an accurate account of what has happened on this project. It is our job to consult with each client to pick out materials. It was a real challenge to make final selections with this client. We visited with her several times in her home and multiple times in the showroom.When I went to her home to finalize the last details, she stated to me Im thinking about just canceling this project. In hindsight, I wish I would have obliged. She has been difficult to work for. Let me address the points that she made.1) If she feels the price was "excessive"? I would say that she should not have hired us to do the project. The average price of a bathroom remodel is over $16,000. This is available for anyone to verify on a computer. We charged her $14,000.2) It is true that we contracted the job on March 6, 2015. We explained at that time it would be about 7-8 weeks before we could start the project. We started the project on April 27, 2015.3) We worked on her project for a total of 12 business days initially.4) The question of leaks. The sink trap had a leak in it that was so slow it was impossible to detect to the eye. Once it was realized it was fixed immediately.5) We did have an issue with the toilet leaking, and leaking down into the ceiling on main floor. This I agree with. We immediately brought men in to repair and paint the ceiling to address this issue. And I do apologize for this.6) The sink arriving with no holes is standard procedure. We have clients that change their minds on faucets and location of faucet. We drill the faucet hole on site. When retro fitting a top in a older home, we do order slightly longer so we can modify the top to fit as snug as possible.7) As far as the scratches in top are concerned. When we finished the job to majority completion, my operations manager did a final walk through with the client and there was zero conversation of scratches on the top. After we left the job, it is my understanding she had additional contractors in the bathroom. I feel somebody outside of our company scratched the top.8) We sent workers over to address every issue she has claimed on this complaint and brought them to within spec of what to expect.9) The ceiling has been repaired.10) I explained from the beginning, that once the project starts, my operations manager will be coming through on a regular basis to ensure everything is going smoothly. He was in her home daily talking to her.11) She owes a balance of $1800, that she said she would not pay until the job was 100% finished. It is our opinion that the job is complete 100%12) I have reached out to talk to her. She told me on a couple of occasions now is not the right time. She had some personal issues going on. She stated she wanted to see me in person, but would not agree to an appointment. She knows my phone number and my address. She has been unwilling to meet.12) She has refused to pay the balance.I do apologize for the leaking of the toilet and the damage it caused. I have spent over $1000 in repairs to address this and bringing it to the clients satisfaction.As far as never coming to the job site. I have personally hand delivered floor tile, countertop and miscellaneous supplies and touched base with her on every occasion. She stated she changed her mind and wanted a different edge treatment on the countertop after we ordered the top. I cannot reorder tops once they have been ordered. We have tried to fulfill the client in every way possible. We strive to make every client 100% satisfied, and in my opinion we did this with the client.The settlement I am willing to offer is as follows.As the owner of the company, we strive to make everyone happy. I realize the errors that I am responsible for. Due to the toilet leaking into the ceiling below. And the distress it caused the client. I am willing to concede the $1800 on one condition. That we are in agreement nothing else is owed and the contract is 100% complete. We will not be coming back to her address for any additional work.

Consumer

Response:

I have reviewed the response offer 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.

I appreciate the offer to write off the remaining balance and accept that offer on the condition that I receive a copy of the contract/invoice marked "paid in full" and signed by the business owner as soon as possible. The business owner DID NOT address the issue of the $625 which I paid out of pocket to two separate plasterers to correct the ceiling problems caused by their workers. Copies of my checks are available to the Revdex.com upon request. I wish to have this money ($625) promptly refunded to me by cashiers or certified bank check. With the resolution of these two issues, I am willing to close out my complaint with the Revdex.com.

Regards,[redacted]

Business

Response:

Good evening. Ms. [redacted] hired the drywall repair contractors prematurely to us fixing the work. If she would have allowed us to do so, she would not have incurred this bill. Secondly, this is why I have agreed to concede the balance owed of $1800.00. The balance that was due on the contract, can help pay for this contracted work that she hired outside of our contracted work. Due to all factors, I do not have any additional money to give on this project. We have done all we can do at this point. I wish Ms. [redacted] the best. Sincerely, Tracy White, Owner, Better Bathrooms and Kitchens.

Consumer

Response:

I have reviewed the response offer 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.Regarding [redacted] statement that I hired a plasterer prematurely, this is blatantly false. Mr. White knows that I hired a contractor to repair the ceiling in the bathroom after both [redacted] and [redacted] (do not know the last name) attempted repairs to the ceiling and made such a mess of the ceiling that a professional HAD to be called in. I don't think any consumer in my position at that point would have acted differently. After two of Tracy's employees failed so miserably, it didn't seem feasible to allow him to continue to send in another unqualified worker. Also, [redacted] (Operations Manager, whose last name I do not know) told me to go ahead and hire someone because he wasn't sure who he could get at that point.Based on subsequent conversations I have had with some current and former employees of Better Bathrooms and Kitchens, I am fairly certain that I know why Mr. White says he has no money to provide on this project and will let that statement speak for itself. However, he can provide a copy of the contract marked "paid in full" and bearing his signature. He did not address this in his last response. I will continue with this request until this stipulation is met.

Regards,

Business

Response:

Good morning. Let me address the points to be clear. 1) we never signed off on Ms. [redacted] hiring another contractor to do any work on our project. 2) The comments from Ms. [redacted] about my current employees and former employees. I will not be participating in this conversation. 3) I will be able to mark invoice paid in full, once agreed on that we are 100% finished on this project. I am awaiting an answer on this. I do wish the project had gone smoother and and we have done all we can do to satisfy Ms [redacted] Thank you for the opportunity to work this out through the Revdex.com. Sincerely, Tracy White

Consumer

Response:

I have reviewed the response offer 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.

Let me be clear, as well: In an effort to put this most unfortunate experience to rest, let us agree to disagree that this project and any remaining issues are resolved. When, and only when, I have received the invoice marked paid in full will I agree that we are finished.I, too, wish this project had gone smoother.

Regards,

Business

Response:

Contract marked "Paid in Full" attached.

Consumer

Response:

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.

Regards,

Review: The company was hired to redo two bathrooms for the cost of $11,100. It took much longer than we expected. When we used the sink in the bathroom off from the master bedroom it would not drain. It drains so slowly you cannot brush your teeth and wash your face. It takes 20 minutes or longer to drain. Each call has not resulted in fixing the problem.Desired Settlement: Sending someone over to repair the drain.

Business

Response:

Mr. [redacted] has previous plumbing issues. When my men came to begin demolition in his bathroom, Mr. [redacted] had plumbers already there working in the bathroom we were getting ready to remodel. On his vanity and 2 sinks, we only replaced the faucets and p-traps that connects into his previous plumbing.We have never re-plumbed a house. We are remodels and tell our costumers that we will replace what is exposed.I.E Shower head, sink faucet, p-trap ect. We recommend Mr. [redacted] to contact his previous plumber for the issue he is having. We are sorry that he is having trouble with his plumbing however this was a issue that happened before we stepped foot in his bathroom.[redacted]

Consumer

Response:

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,

Review: Contracted Better Bathrooms & Kitchen to work on 3 - bathrooms and the kitchen. The contractors sent to work did a lot of damage kitchen and bathroom floor had to be re-done. Several rooms the trim wasn't put back in several places. A 2" x 2" hole was in the downstairs bathroom and one in closet. Hall toilet and seat were 2 different colors. The bathroom shower walls were 3 different colors - bone, biscuit & almond. Hall bathroom around tub was sticky after a week. Contract calls for almond tub. The color is bone.Desired Settlement: Due to all the mess-up and patch ups and the wrong color bathroom & tub. We want $1000 deducted from the balanced as verbally promised by the owner and be invoiced for the balance or we want the bone tub & accessories replaced with all almond products as per our contract.

Business

Response:

Company states they have taken care of the problem and done everything the consumer requested.

Consumer

Response:

I have reviewed the response offer 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.

Thank you so much for responding to our complaint against Better Bathrooms and Kitchens, Inc. We have never been so disappointed in a professional company's work. Enclosed please find a list of over eleven mistakes done to our home. We are definitely not satisfied with the outcome of each of these.

We had to hire a lawyer to give us a discount for some of the mistakes they made.

Also enclosed is a copy of our contract stating that all the bathroom fixtures were to be in the almond. They put in a bone bathtub with biscuit and almond walls. The toilet was bone with a biscuit lid. The company's owner was more concerned with getting the last payment then correcting all the mistakes that was made throughout our home by his contractors.

We ended up settling because the more they tried to fix their mistakes the more of a mess they made. We won't be referring anyone to this company.

Thanks so much for hearing us today, [redacted]

Business

Response:

As we discussed on the phone, my relationship with the [redacted]'s has been a very difficult one to say the least. And we have tried

diligently to satisfy them as we do all of all of clients. There were some issues during the install that required work to be redone.

And I explained to them that we would be happy to redo the work and address all open issues. However when they asked for a discount too, I explained that

I could redo the work to specifications or discount the job, but I could not do both.

They insisted on the work being redone. When we got down to being finished on the job, they refused to pay me the remaining balance of almost $1800. Stating they were not

happy with how everything went. They stated they were willing to pay all but $1000. I covered with them again our previous conversations. They insisted on the discount. Had there lawyer

mail me a letter to make offer to accept discount or go to court.

I accepted the offer to pay balance less than $1000, just to be done with this particular issue. I feel we delivered in every way what was promised. I'm sorry they do not feel the same.

It is our goal with the 125-150 jobs we do annually to over deliver. We have zero complaints posted on the Revdex.com. I have one complaint on [redacted]. Ive been in business doing this type work for 12 years

and it truly does bother me that this particular situation has gotten to this.

Thank you for hearing me out.

Merry Christmas and Happy holidays,

Tracy White

Owner

Better Bathrooms and Kitchens, Inc.

I would not recommend this company. We replaced our tub for a walk-in shower. We were told it would take 3 days. It took 7 weeks! This company has incompetent installers. The salesman (the owner) is great, he makes it sound like you are hiring a wonderful company. While I think the product is good and looks nice, they book too many jobs with not enough workers who know what they are doing. We took off the week this was to be installed, however they had to delay several days. We had another project going on, so we could not take off another week. But we had cameras in the house. The worker came in and only worked a few hours the first two days. They didn't install the corner molding behind the wall panels which protects the wall. We had them take down the panels and fix it. I was never told that I could not have the doors installed the way I wanted them. So, they installed them so that you walked into the bench seat! Also the top of the doors didn't line up. One was lower than the other. The edge to the wall panels were not straight. So it was covered with a decorative molding. Which was fine, but the way they put it in showed 4 different layers in the exposed corners. They considered the job done even though you could see the unfinished edge on the ceiling panel, including a blue line where they marked to cut it, and the plaster on the wall they messed up was not even. The decorative molding around the top of the wall panel was too short on one wall, so they put in a thick glob of glue. The exposed molding was wavy. Yet they demanded their next payment! When everything was finally fixed right, the shower wouldn't drain. Who installs a drain pipe that goes up to connect to the old tub drain? Water doesn't travel uphill, even I know that! In the end, everything was fixed to my satisfaction except the plastered wall. I gave up on that after they tried 3 times. Still is not even.

Review: I had Better Bathrooms and kitchens remodel my Bathroom in January 2015. Two day ago I saw a creak in the side of the tube. I place a call to them about it and they came out to look at it. But they are not going to fix it. Was told they have no way to fix it and I can call someone to and they can. But they are not going to pay for it. I have a one year warranty. Can you help please.Desired Settlement: ?Repair – of products or services if they were unsatisfactory or damaged.

Replacement – of products or services if they were unsatisfactory

Business

Response:

Good morning.I would like to address the complaint that has been posted and I do appreciate the opportunity to do so.Let me address each point to be thorough.1) It is true that we installed a fiberglass tub and wall system, new flooring for $4950. We also did contract to repair a floor joist that was wrotten all the way through that took us an additional 3-4 days to accomplish. We charged $1500 for this unforeseen repair.2) Mr. [redacted] called into this office on 9-21-15 describing that there was a hole inside the tub up on the side wall of the tub. We sent our operations manager to take a look at this the following day.3) After reviewing the damage, it is apparent that someone either kicked or hit the inside of the tub and caused damage that [redacted] will not warranty. Fiberglass can potentially crack in corners or at the drain due to a poor fit. But tears or cracks higher off the ground do not happen from poor installation. It comes from severe physical contact of some sort. The crack in question also is caved inwards, which indicates an impact of some sort. The client also stated that the tear/crack was not there the day before, and then the next time he used the tub, the crack was there. This statement by the customer represents the fact that the crack did not appear over time which is consistent with a manufacturer problem. But it consistent with something happened in the tub area within the last 24 hours that caused this damage. We do have pictures of the tub in question that shows the damage and it shows the fiberglass pushed inwards from impact.4) I do appreciate the honesty that the client has, by explaining what happened. However, the manufacturer nor ourselves can cover this act.5) We did talk to Mr. [redacted] about this, and gave him information of a company locally that may be able to repair this at a small charge. We wish the best for the client in regards to this opportunity.Sincerely, Tracy White, Owner, Better Bathrooms and Kitchens

Consumer

Response:

I have reviewed the response offer 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.

I never said how this happen, my son had gotten sick and was

in the shower, he never fail or kick the side of the tube, and where it is in

the tube it would have been hard to do. It is not a hole it is a crack. They never

give me a name or number to call anyone. Also from further review the tube and

wall system were purchase from [redacted] as I was told by the installer who work

from Better Bathrooms and Kitchens.

Regards,

Business

Response:

Good afternoon,I just wanted to clarify. We never accused anyone in particular, but in general somebody has damaged the wall of the tub. We did offer to give Mr. [redacted] a number while we talked to him on the phone, and as we talked to him about this, he hung up the phone on us.We are willing to discuss with him some resources to help in regards to companies than can potentially repair his tub. Any bill incurred will be the responsibility of the client.Sincerely, Tracy White

Consumer

Response:

I have reviewed the response offer 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.

Attach is a photo of the crack in the tube. All I ask from

them is to repair it under the warranty the tube is only 7.5 months old. But

its ok I am tired off dealing with a company who want stand by their work. I

had paid 3000.00 up front and 3500.00 more when the work was complete. As I said

before they spent 350.00 on the tube and walls and charge me 100% mark up. Even

before the work was complete I had to go out and purchase ceramic wall tile so

the contractor can finish the job. I am tired of a company that I see at the

mall and home shows saying how good they are and it’s a brunch of crap.

Regards,

Review: I was told about Better Bathrooms and Kitchens by a friend. I went there in June 2014 and they sent [redacted] out on the 26th of June 2014. He wrote me up a contract for $16400.00. I had a coupon for

$750.00 that they run in the advertisement. I couldn't find it that day. I wrote him a check for

$8,000.00 which he said he had to have to get materials, etc. That money was for partial payment for

step in tub, commode, sink, flooring, medicine cabinet with lights, tearing off wall paper, painting, wall board, towel bars, toilet paper holder, soap dish, and tooth brush holder. I asked them to leave my shower head. The next day I found the coupon for $75O.OO and took it down to them. They only gave me $500.0O dollars off.

I never heard from anyone from June 26th until August 21st, 2014. [redacted] called and asked if it would be alright to start my bathroom on Monday, August 25, 2O14. She said it would take about four days. The installer, [redacted], came and worked by himself. Occasionally someone else would show up. One day two showed up around 10:00 am and worked a couple of hours, left and was gone 3 hours because they were called off this job to go to another job. [redacted] came back and worked alone the rest of the evening. The work on my bathroom was done on the 26th, 27th, 28th and 29th of August. Most of the time [redacted] was working alone. On the 29th he left and said he would be back Monday or Tuesday (another guy was with him then). He said they were finished all but the medicine cabinet and said [redacted] (owner) had ordered it and it was damaged and he would order another one. I thought everything was working good so [redacted] told me [redacted] (owner) said to send him a check for the balance of $7900.00. Which made a total of $15,900.00 ($16,400 - $500.00 coupon). They told me the cabinet would be in within 2 weeks. Two weeks went by and I did not hear anything so I went down there and they said it would be another week. The medicine cabinet wasn't the one I ordered. The walk in tub was 8 inches shorter than the original tub I had.

The day they left (29th) I thought everything was ok except I asked them to leave my shower head and

they did not. I got in the tub that night and the door was jammed. The stopper in the bottom of tub

was leaking water making it hard to fill the tub up and when I went to get out of the tub water run out in the floor. Then all night I heard the spicket dripping water. I went down there and told them the problem. They sent a guy out and he said he would have to contact the company that made the tub. I patiently waited, meanwhile taking my foot and pushing the stopper down and wiping water up out of

the floor each time I took a bath. The spícket still dripped. Finally, in October [redacted] (owner) and [redacted] came out and looked at the bathroom. [redacted] (owner) said I see what you are talking about and there are several things that need to be fixed. He said this will not go. [redacted] (owner) told me not to worry he would send someone out and that he would come with them. I didn't hear from them again until December 15th, 2014. One of the guys came out and said he didn't know how to fix it because it wasn't level. So I went (with my sister) down there on January 12th, 2015 and told them I have been patient enough, I want my bathroom fixed. [redacted] called the next day (13th) at 10:18 a.m. I was gone and she left a message to call her. She said they would be out on January 15th, 2015 at 1:00 pm. The worker, [redacted], worked on the door and put an extra strip under the door, which my warranty says if anything is altered on the tub the warranty is void. He said he had to get a new faucet and he would bring it back.

Then he put another rubber seal around the stopper and caused it to stick when it went down in the

hole and it wouldn't release. As of this date (15th), I went back down there and told them I was fed up. I wanted my bathroom fixed. Then [redacted] made me an appointment for March 6th. That morning a man called and said no one could come out because the men didn't show up for work. He said his name was [redacted] and he was sorry he couldn't come out but he would be there on Monday, March 9th, 2015 after

lunch. I set home all day and no one called or came. At 4:15 pm a man named [redacted] called and said he's

sorry we don't have anyone to send out. I asked him why they waited all day to call.

I have been very patient as this has been going on for 8 months now. This is my only bathroom and it

needs to be fixed correctly.Desired Settlement: I am asking that I get my money back or it be totally redone as there are several problems that need to be corrected:

*Wall board is too high and the trim board was not placed properly as it is covering half of the light switch.

*Tub needs to be replaced with proper fitting one and placed on the floor so it is level.

*Shower head reinstalled

In the current condition the bath tub door is jammed & when I try to open it the water runs out. The

spicket drips all the time and the stopper won't hold water in the tub. The wall has a crack where it joins with the tub and I did not get the medicine cabinet I ordered.

Business

Response:

Good Afternoon,I would like to thank the Revdex.com for giving me the platform to address the following complaint from Ms. [redacted]. I would like to start by saying it is very unfortunate that Ms. [redacted] feels this way and as the owner of the company, we strive to make each and every client 100% happy. I would like to respond to each comment independently, so to be clear on each.1) As far as the $750 discount, we took that off of the price of the contract. We explained this to her several times. We honor our coupons and/or sales to each client.2) We did not say it would take four days to do this work, we are apologetic about the misunderstanding. However, we did state it would take 8-10 business days approximately.3) The medicine cabinet did turn out to be on back order longer than the company stated to us. It did arrive a couple of weeks later than expected. Ms. [redacted] stated to me that she was unhappy with the medicine cabinet. I told her I was willing to change it out at no cost to her. Any medicine cabinet should wanted. She told me she decided to keep the one she has. I am still willing to change this out for her.4) Not only was the size of the tub discussed with the client, we showed her the exact model in the showroom she would be getting. A 60" model cannot physically fit where she wants it installed.She also signed for a 52" long tub as explained on her contract. The tub she purchased is one of the best models on the market today.5) She stated that the tub was not level. We have sent numerous technicians to Ms. [redacted] home to address details that she felt needed to be. I have changed out her faucets and handheld shower several times at her request with no additional cost to her. We have been and still are trying to achieve customer satisfaction with her.6) Ms. [redacted] and her sister came into my showroom yelling and acting very odd. I tried to address her and address the issues that she had this day. We made a plan to come out and "adjust" the tub for her yet again. There is nothing wrong with the tub. It meets every spec in regards to what it should be doing.7) As a company, we have spent over $1500 of additional money in parts and labor trying to make her happy. I do not feel she wants to be happy.In conclusion, I'm willing to continue working on helping her. We have installed over 500 jobs in the past three years and we have a very high success rate of having pleased our customers.Regards, [redacted], Owner, Better Bathrooms and Kitchens

Consumer

Response:

I have reviewed the response offer 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.In response to the letter that I received dated 04/13/2015 I am writing to say I do not accept the firm's response nor do I agree with their written detailed description of the outcome of the bathroom remodel. I would like to cover a few of the issues that they spoke of but also give a better description of the issues that still remain. I do not feel that Mr. [redacted] and his company have done everything possible to provide me with satisfaction.1. As far as the $750 discount goes I was only given a $500 dollar discount and had the bathroom been fixed properly I probably been ok with that. Totals for the bill and what was charged is very clear that it was only a $500 discount and none more.2. As far as the time period concerning the repairs, I understand that quality work requires time but multiple months, not days and still receiving a subpar job is the big issue at this point. 3. The medicine cabinet that was installed is satisfactory even though it was not what I originally ordered. I did agree to keep it simply because it does match the rest of the bathroom.4. Contractor stated that a 60 inch model walk-in tub could not in that space. The home was built and has always had a 60 inch tub/shower combination in place so the understanding was that what was there would be what was put back there except in the walk-in style tub. But, the contractor decided to install a 52 inch walk-in tub and build an approximately 8 inch wall in place of was formally there. If an 8 inch wall can be built as an addition to a 52 inch tub then why wouldn't a 60 inch tub fit back in its place? Contractor stated that the tub is one of the best on the market for which I could possibly believe but due to faulty installation the quality and usability of the tub has suffered. From the very beginning the tub door has had leaking issues. This was due to misalignment and a faulty procedure in leveling the tub. The tub was also set too far off of floor which required contractor to install a non-factory seal strip along the bottom. The large hinge on the inside of the tub door had to be adjusted multiple times and finally one of the contractor's installers applied caulking around hinge just to seal it up. The locking mechanism on door required adjustment, again due to improper installation, and until this day still drags when closing.Water faucets, both hot and cold on tub, had continuous dripping which was reported to contractor. Contractor states that they changed out faucets several times which is totally incorrect and very misleading. What I was told was that faucets were not replaced but that the handles were removed and new seals were installed to try to eliminate leaking.Shower drain has had multiple attempts to be repaired and still continues to bypass water allowing water to drain when tub is filled. Drain also occasionally hangs shut which causes issues for someone who is elderly and presents a safety hazard in the following ways: 1) it would require someone to submerge themselves in water to try to pull drain loose. 2) To open door with tub full of water which would fill bathroom floor with multiple gallons of water. 3) An attempt would have to be made to climb out and over the side of the tub which would be a fall/slip hazard for anyone much less someone of age. Drain has had extra seal added to try to stop leakage however it still continues to leak unless it is stuck in the hung position and then it won't drain at all. 5) As far as tub being level, it was obviously set incorrectly from the start. Weight distribution of tub when filled with water and a typical sized adult has caused cracking along the "FRP type material" around tub walls and insert. The only proper way to repair this is for tub to be lowered to the correct height, all walls redone, recaulked, and set at correct positions. 6) The initial contract was for a bathroom remodel which included but was not limited to the removal of all old materials and replacement with new. This contractor's employees took it upon themselves not to remove all of the ceramic tiles around the walls on the bottom half of bathroom. By doing so when the new material "FRP type material" was installed over top of the existing walls and ceramic tiles it pushed everything outward about %inch. When new baseboard and chair rail were then installed they would not line up with all the other trim around door frames and over all corners. They currently stick out from the walls in a very odd position and are a very negative aspect of this entire remodel project. At thesame time, the chair rail was installed at an incorrect height which meant it went directly over top of an electrical light switch. Contractor did about as poor of a job as could be done to cut around light switch plate and continue on to wall. This presents both issues in the future as far as replacement and repair as well as posses possible electrical hazards to those working on repair or replacement issues.In conclusion, Mr. [redacted] stated that his company has spent over $1500 in additional money in parts and labor to try to make things right. If this amount of money and materials have been spent how could so many short cuts have taken place? Also, if this much money was required, is Mr. [redacted] not acknowledging that the job was not done correctly to begin with? If his employees and himself had followed up and done the job correctly then there would have been no need for additional money to be spent on materials and labor costs would have been greatly reduced. For a job that cost over $15,500 and was given more than sufficient time to be completed the contractor should have performed his job correctly, assured that his employees done their job correctly, and followed up without me, the client, having to have made so many phone calls and personal visits to the office.In regards to this case, I do not accept their response and I feel that even if they are willing to repair and make corrections to what is obviously wrong I would not get a fair job nor be treated kindly and with speed and professionalism. In good faith I paid Mr. [redacted] and Better Bathrooms and Kitchens for the job before it was ever completed. I now feel that if I was holding part of the money that was owed they would have no problem in repairing my issues and doing it in a timely manner. But because they have been paid they now feel that they do not have to satisfy a paying customer. I am asking for fair restitution and am willing to allow a non biased third party home inspector of the Revdex.com's choice (not Better Bathrooms and Kitchens Inc.) access to my home for inspection and to determine the dollar amount that it would require to finalize fixing my bathroom correctly. This is why this complaint has been filed with the Revdex.com.Thank you,[redacted]

Business

Response:

We will be more than happy to come to your home either Saturday, May 2 or May 9 to take care of all the items on your list.

Consumer

Response:

I have reviewed the response offer 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.

As a follow-up to your letter dated 4/23/5, which stated that Better Bathrooms and Kitchens, Inc. would be willing to come to my home on either May 2nd or May 9th to take care of all the issues I would like to say that I will accept their offer to come and do the repairs that are needed on Saturday, May 9th. I would expect them to be at my home at 8 a.m. and for all of the repairs that were discussed in the prior letter to be completed to my satisfaction.As I stated, I will accept the appointment but do so very cautiously. I do not see how Better Bathrooms and Kitchens, Inc. will be able to complete removal of all walls (to remove the tile), and then reinstall new product as it should have been done initially. I feel that the replacement of these items will require new materials because old materials are improperly cut or will be damaged in the removal process. I will not accept the reuse of any product that has visible prior use or has been installed in an incorrect manner. As far as the walk-in tub goes, I expect to have the inappropriately sized tub removed which will require removal of wall that was built and a walk-in tub of the correct size (60 inch) reinstalled in its place. I expect the new tub to be installed; leveled, and set at lowest floor level possible. This will also allow for a new faucet and shower assembly to be installed to replace the one that is currently leaking. I am also requesting that my shower line with head be reinstalled back into the wall as it was previously and I had stated that I wanted it left that way. Along with these stated repairs, all the other repairs that were previously reported will need to be repaired also. Basically, what will need to take place will be for them to completely remove all prior installed materials bringing bathroom back to a gutted condition and then redone correctly as it should have originally been done.Due to my past dealings with Better Bathrooms and Kitchens, Inc., if the work cannot be completed on Saturday, May 9th, I would expect them back at my home at 8 a.m. on Monday, May 11th and to continue everyday consecutively until all work has been completed. I will not accept this job to be drug out any longer and expect them to complete all repairs without missing any days or coming late/leaving early to go to another job. I would expect this job to be completed no matter how many hours are needed to do it within one week (by Saturday, May 16th).As long as Better Bathrooms and Kitchens, Inc. will agree to the stipulations of this letter then I will allow them one more opportunity to repair my bathroom correctly. I will then report back to the Revdex.com as to the job that has been done. However, I reserve the right to still file a complaint if job is not done to meet my satisfaction. I still expect my warranty to be upheld with both the manufacturer of the tub and the work performed by Better Bathrooms and Kitchens, Inc. What I am asking is not unreasonable; it is what should have been done in the first place.If they do not agree with this letter, I would be glad to work the Revdex.com to find a contractor to do all the needed repairs at the expense of Better Bathrooms and Kitchens, Inc. I will not accept a contractor of their choice but will work to find a contractor we can jointly agree upon.Thank you,[redacted]

Business

Response:

Good afternoon,We cannot seem to come to an understanding on this project. We cannot install a 60" tub in this application. The tub will not fit. We have explained this to MRs. [redacted] several times. We are not offering to tear out her existing work and "redo" the bathroom. There are a few minor items that need to be addressed and we want to do so.We want to come to a resolution that will satisfy MRs. [redacted]. But what she is asking for is not possible.Please advise us on how we can come to a resolution.Ty, [redacted]

Consumer

Response:

I have reviewed the response offer 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.

I haven't heard anything from them.

Regards,

Review: I have experienced a very negative outcome with Better Bathrooms and Kitchens of Salem, VA and it is still going on. There was poor communication through the whole process with [redacted] the Project Manager. The project was only supposed to take 4 days, starting on April 14th, and it has now been almost 2 months. This does not include the initial 3 week delay to the start of the project. The Project manager is not well organized there was an initial meeting where everything was discussed of which we wanted done in our kitchen. This meeting had to be repeated as he had lost the measurements and notes from the first meeting.

First the wrong cabinets were ordered so new cabinets had to be ordered and installed. By the admission of his subcontractors the measurements along one wall were off several inches. He didn't recall us wanting a cabinet to house our microwave that was going to be placed above our stove even though there was call made to clarify the measurements and model of the microwave to ensure that it fit. This discussion happened the day the contract was signed.

Secondly our light fixture was taken down and I kept waiting for someone to discuss what was going to be done. No one ever communicated that we needed to get a new light fixture and our old one was nowhere to be found to be put back up. So once again we had to initiate an email to found out about the light fixture. I was told that I had to have it by the end of the day to be put up. So I left work early and went and purchased a light fixture to have hung by the contractors. It was not done for several days and then we were told that they we not able to hang that type of light fixture. I again emailed and stated that either the new light fixture needed to be hung or my old light fixture needed to be placed back. The new light fixture was hung, due to not having the old one.

Next the old counter top from our kitchen which was in the contract that all old materials would be gotten rid of by the company was placed in our next door neighbor’s yard. Again Better Bathrooms and Kitchens was contacted and said that the contractors would come remove it. The initial email informing Better Bathrooms and Kitchens was on May 2nd, and a reminder was send on May 21st. The neighbors disposed of the countertop themselves on June 6th. The contractors also put several places in our recently refinished hardwood floors. The contractors tried to fix them themselves by coloring it in with hardwood markers. We were not happy with this so we had [redacted] come look at it and he said he would repair if we got an estimate from where we got our hardwood floors done at. I had not been able to get a hold of the hardwood floors company to get the estimate done for some time but now the estimate has been forwarded on. The project is supposed to be done but upon coming home there are several places where the trim is not lined up, the cut on the one board still doesn't cover the microwave completely and this is the 2nd attempt at this, and one of the trim pieces isn't nailed completely in so it looks like it is bulging away from the cabinet. An email was placed regarding this and after we were told they would be in contact, no one was.Desired Settlement: I would like to have the following items addressed: appropriately align the trip with the cabinets, fix the bulging piece of trim,compensate the neighbors for disposal of the counter top, a new panel ordered that covers the microwave appropriately that is not very roughly cut, repair the hardwood floors damaged by the contractors,seal the gap between the counter top and the side splash, finish patching the wall damaged during removal of the old cabinets. I would like to be provided with a scheduled day to fix these items so that I can be present at the house while the contractors are in the house.

Business

Response:

Floor repair has been scheduled and paid for. We have reordered the microwave panel and trim work. Wall will be repaired and counter top will be caulked. We understand you want us to do repairs on a Saturday -- we are available July 12 and 19. Please contact us to let us know which one works best with your schedule.

Consumer

Response:

I have reviewed the response offer 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.

We are anxious to get the repairs completed. July 19 or 26 would be fine, please let me know which one works for you so I can make arrangements to be home.

Regards,

Business

Response:

We will be there Saturday, July 26 at 9 am to resolve the issues in the complaint.

Consumer

Response:

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 satisfactorily, will consider this complaint resolved.

Regards,