Lowertown Wine & Spirits

[redacted] We make every effort to resolve any customer complaints or concerns, we apologize for any inconvenience this has causedAs soon as we were made aware of the concerns of the homeowner, the dialogue was started to come up with a resolution1.The brushed nickel faucets installed were manufactured and purchased from by ***, the color of the faucets are what was selected at contract signingWe brought out replacement Brushed Nickel Faucet set and it was similar in colorThe home owner was given options- to leave them as they were or to change all the fixtures to chromeAt customers request we replaced the faucet, Shower head, tub spout, handheld, shower rod, drain and overflow to chrome at NO COST to the homeowner 2.Because of the expansion from a small shower to a large tub, a 12" by 38" was dry walled but no mud and taping was completedThis work was not included in the original bid and is not work Bath Fitter takes onAs a gesture of goodwill, we gave the homeowner $to have the patch repaired by the contractor of her choice All work will be completed and resolved as of 09-14-2017.Should any more concerns arise please reach out to production scheduling team at our office at [redacted] or email [redacted]

At this point, I would simply like to quit dealing with this company They did come and put the right (matching) connector on I attached a picture of what they thought was acceptableFrom the second we put a downpayment on this project things went downhill However, I would really like to thank the Revdex.com for getting involved Although I have not ended up with the products I ordered or satisfied with the end result, I believe the results would have been much worse had you not been there I SO appreciate your help I suppose my number one concern at this point is knowing that they work with a lot of elderly folks who likely do not have anyone advocating for them I can't believe we are the only customers who have been mistreated by this company I'm comfortable with closing this case Any additional issues we have we'll deal with by hiring someone to fix the issues I don't trust these folks to come back into my house Thank you again for providing assistance

Dear Homeowner
We regret that we were not able to provide you with a more positive experience as originally plannedOnce we were advised of the issue with the shower base was not what was originally ordered, we revisited with the homeowner on the evening of Nov22nd and received
approval to go ahead with a different type of shower pan. We reordered the materials and returned to complete the installation on Nov 30th
At this time, we are prepared to give an additional discount on your final balance of $as a good faith effort to resolve this issue
At this time we have completed the installation, and perfumed a service call to correct the door issue on 12.14.16, but there remains to have a defect from the manufacturer of the shower door, we have re ordered a brand new door from our factory, and will be returning to remove the defective shower door and reinstall a brand new shower door at no additional costs covered under our warranty
Please accept my sincerest apologies, we are locally owned and operated business and work hard to find a resolution, which I hope you would agree
We are 100% committed to a full resolution on this matter with the above stated resolutions. I have been in contact with the home owner on 12-19-to explain the next steps, the discount will be offered as a credit on the unpaid balance on the installation and we will return to replace the shower the door out on the week of January 2nd
Please contact me at *** *** *** with any questions or concerns
Thanks,
*** ***
GENERAL MANAGER AND OWNER
BATH FITTER INLAND NORTHWEST
Thank you for your cooperation, please feel free to call me with any questions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Complaint: [redacted]
I am rejecting this response because: Their description of how things have played out is interesting. They did come out to look at the gold brushed nickel faucet etc... and took pictures so the owner could see that the finishing were indeed not brushed nickel. The employee who came out stated that there must be a "defect" in the product. I was then offered an entirely different set that was not a rain shower head. I declined and was advised that the only other option was chrome. We, as we have from the beginning, settled. They told us they had to order a whole new set and would let us know when it came in. He, the owner Andrew, also agreed to hire someone to finish the dry wall. Weeks went by and I finally requested the funds to hire someone myself. When they called and let us know the chrome furnishings were in we took time off for them to replace the items. At the last minute they called and said the product has not come in. We rescheduled  they came very late for the appointment making my husband late for work. They replaced the faucet etc... but a connection at the shower head is brushed nickel and the rest is chrome. The handheld shower is not the original one, but in chrome. It's an entirely different handheld unit... it's chrome, but not in the original product. I sent them pictures and asked why we have a mismatched connector and a different handheld. I was told they order them separately, which isn't an answer. It seems like they are giving us left over parts from other jobs. They are coming tonight to put a matching connector. We shall see.

Complaint: [redacted]
I am rejecting this response because:  I NEVER signed, nor does the owner provide a copy of any notice that specifically states, a contract that states I understand I am responsible for the cost of the project even if the HISA grant were not approved.  The whole purpose of the grant was to get the necessary remodel done solely based on the grant and the cost of the project was not to exceed the total amount of the grant.  I never would have signed anything that says I would be responsible for the total cost even if the grant does not come through.  The page I DID sign specifically states this project is based on HISA Grant approval.The owner insists that he "ordered" the parts for the job in Sept 2017 and yet refuses to show me any invoice that could prove/confirm that order.  The fact is, I was told the parts would NOT be ordered until the grant came through because, again, there was the chance I would not receive the grant.  NONE OF THIS WAS A GUARANTEE for funds.  Why would any business order job-specific items based on a maybe?The final measurements for the job were never taken.  They had no idea what size of door was going to be needed nor even the actual size of the shower stall.  I do not understand how anything would have been ordered based on partial measurements.  On the date of my providing a signed original letter of cancellation, I was told the parts were never shipped because they did not know when the job would commence, so his assertion that they received the parts on 12 Oct 2017 is rejected by me.  The worker I spoke with on 9 Nov 2017 specifically stated the parts were still in their warehouse in another state, waiting for the final measurements and "send" order.  I actually arrived at their office on 8 Nov 2017 with the approval letter.  The letter is dated 6 Nov 2017 but I did not receive it until 8 Nov 2017 from the **.  Using either date, I still fall within the 3 business days for cancellation/refund of deposit.The owner NEVER ONCE mentioned anything about the costs to the business and/or that I would have be "forfeiting (the) orginial deposit to cover (their) costs."  Fact is, he only stated that it was his shop's policy to not return deposits, period.  He also offered to hold the deposit in case I ever change my mind and proceed with the project.  I told him then, unless he gets a different license that would allow him to do whatever needed to be done to do the project, the chances were zero that I would ever have his company do the job.  He stated over and over during that phone call that it was his policy not to return deposits.  I asked him why his sales person said it would be returned if I had to cancel; he stated the sales person was wrong.My letter of apology was specific to my tone during the phone conversation between the owner and I on 9 Nov 2017, period.  Again, he requested I sign a non-disclosure statement, which specifically said I would never talk about this experience in a derogatory manner, including to but not specifically limited about filing any kind of complaint with the Revdex.com or any social media, which I refused to sign.   The owner accepted my cancellation of the project on 9 Nov 2017.NO final commitment of this job was ever signed by me.  The estimate was signed and given to the ** in accordance with their requirements of such.  I was to provide a final contract to the ** once it was signed.  Obviously, that never happened.  The copies of the estimate that I was given at the time of signing, never show any kind of of invoice number because IT WAS AN ESTIMATE, not a final.  Also, my ORIGINAL shows a totally different amount owed than those the owner has supplied to the Revdex.com The "Add On" cost of the shower door was never received by me.  The copy of the Estimate that was provided to the Revdex.com is not the same as the yellow copy that I was given at the time.  On my ORIGINAL, it specifically states this was a ** job.  The signature on some of the paperwork he has provided, also is not mine.  I have a specific manner of how I do my dates and name and they are not the same on those papers.I NEVER signed the waiver of cancellation that is on the back of the ESTIMATE, meaning I do NOT waive my right to a deposit refund.  Again, that ESTIMATE specifically states the refund would not be returned only under very specific conditions, not at the "this is the policy of this shop" kind of thing.  The parts were never delivered, the work never commenced, etc.  NOTHING was on site of the job.  I feel I am owed the return of the deposit because the original date of the commission of the work was 8 Nov 2017 and I cancelled it on 9 Nov 2017, well within the time permitted for cancellation.  Also, as stated above, NO PARTS were ever ordered much less on the job site before 9 Nov 2017 nor since.
Sincerely,
[redacted]

[redacted]
We make every effort to resolve any customer complaints or concerns, we apologize for any inconvenience this has caused. As soon as we were made aware of the concerns of the homeowner, the dialogue was started to come up with a resolution. 1.The brushed nickel faucets installed were...

manufactured and purchased from by [redacted], the color of the faucets are what was selected at contract signing. We brought out replacement Brushed Nickel Faucet set and it was similar in color. The home owner was given 2 options- to leave them as they were or to change all the fixtures to chrome. At customers request we replaced the faucet, Shower head, tub spout, handheld, shower rod, drain and overflow to chrome at NO COST to the homeowner.  2.Because of the expansion from a small shower to a large tub, a 12" by 38" was dry walled but no mud and taping was completed. This work was not included in the original bid and is not work Bath Fitter takes on. As a gesture of goodwill, we gave the homeowner $250 to have the patch repaired by the contractor of her choice.  All work will be completed and resolved as of 09-14-2017.Should any more concerns arise please reach out to production scheduling team at our office at [redacted] or email [redacted]

At this point, I would simply like to quit dealing with this company.  They did come and put the right (matching) connector on.  I attached a picture of what they thought was acceptable. From the second we put a downpayment on this project things went downhill.  However, I would really like to thank the Revdex.com for getting involved.  Although I have not ended up with the products I ordered or satisfied with the end result, I believe the results would have been much worse had you not been there.  I SO appreciate your help.  I suppose my number one concern at this point is knowing that they work with a lot of elderly folks who likely do not have anyone advocating for them.  I can't believe we are the only customers who have been mistreated by this company.  I'm comfortable with closing this case.  Any additional issues we have we'll deal with by hiring someone to fix the issues.  I don't trust these folks to come back into my house.  Thank you again for providing assistance.

TIME LINE OF EVENTS- [redacted] Contract# [redacted] and #[redacted]Sept 13th, 2017- Contract was signed for shower replacement Contract #[redacted] and a shower doorContract# [redacted] signed by Mrs. [redacted].Sept 13th 2017 Terms and Conditions Signed by Mrs.[redacted]Sept 13th 2017 Signed TERMS AND CONDITIONS FOR PROJECT...

UNDER THE HISA GRANT -This is an internal
document explaining that they are responsible for the cost of the job, as the VA HISA grant pays thefunds to the Veteran and the Veteran is to pay Bath Fitter. The contract is between the company and theIndividual signing the contract and the payments are due from the veteranSept 13th 2017 Credit card payment
was made by Mrs. [redacted]to BATH FITTER by Card
ending 0622 for$1721.00.Sept 13th 2017- Order entered into Bath Fitter administrative computer system as a New Sold Job. Sept 17th 2017-Buyers 3 day right to cancel expiresSept 17th 2017-All Custom ordered materials are ordered
from manufacturing facility in NashvilleTennesseeOct 12th -2017 Materials Arrived at our facility on Spokane ValleyNov 6th 2017- Mrs. [redacted] come to our office and delivered the approval letter from VA and requested a rush install- at that point we scheduled her installation on Nov 15th and 16th 2017.Nov 9th 2017- We were contacted by Mrs. [redacted] by phone and in writing requesting to cancel her order and refund of her deposit.Nov 9th 2017-Bath Fitter mailed a letter advising Mrs. [redacted] of the terms of contract.Nov 9th 2017 Bath Fitter General Manager called and we explained that we had processed this order at the time when she signed the contracts and paid her deposit
and signed all of the other associated
required paperwork (Attached). During the phone conversation- General Manager and Mrs. [redacted] discussed this matter at length where I explained that she would need to forfeit her deposit if she no longer wanted to complete the installation, as we have incurred the costs of materials, administration and shipping along with payroll associated to the office staff and estimator. We explained to Mrs. [redacted] that we had hard costs associated to her order and that she could not cancel without forfeiting her original deposit to cover our costs.Nov 11th 2017- Bath Fitter receives a letter of apology from Mrs. [redacted].Nov 11th 2017- Bath Fitterputs the order in a canceled statusFeb 2 2018- Mrs [redacted] files a complaint with the Revdex.com.Feb 5th  2018- Bath fitter responds to Revdex.com complaint withal contracts and paperwork signed by Mrs. [redacted]an a timeline of events in hopes of a full resolution[redacted]Supporting Documentation redacted by Revdex.com Staff[redacted]