Mid America Rebath & Remodeling

Initial Business Response / [redacted] (1000, 5, 2016/03/10) */ Case # XXXXXXX Mr [redacted] says in his Revdex.com filed complaint: "In we had re Bath redo our bathroomWhen the job was finished we discovered that we would run out of hot water during a showerThey came out on two occasions, once in and once in Both times I told them it was the Moen valve was the problem, and both time we were told the problem was the hot eater heaterLast month I had an independent plumber come in and check the systemHe found the water heater to be functioning properlyHe also found the water saver device was removed form the shower head and the two stop valves on the Moen valve were not workingHe further stated that the valves were more than likely not removed when the valve body was installedWhen I went to Re Bath with the reportThey said it was a Moen problem not theirsThey only guarantee their products and workmanshipand asked why I am complaining after tow yearsMy reply was I am on fixed income, and it took this long to get the money for a new water heaterAfter long deliberation they ordered the new parts, and had them shopped to meThey also told me to hire a plumber to install them or they would do it for $an hourI fixed it my selfMy cash outlay was $for the plumbers report." ReBaths Response We did go to the [redacted] residence several times when they called stating that they would run low on hot waterWe did mention from the beginning that Moen faucets have a life time warranty on all parts and that ReBath warranty's our workmanship for one yearAs a courtesy to a time customer we did however make multiple trips to verify and make sure that there were no issues with our contracted workEach time we went we did a thorough inspection of the work that we were contracted to do (see attached contract)Each time our conclusion was that the water heater was loosing efficiency and we recommended to replace itI have also attached service tickets stating this as wellAs you can see in the 2nd service ticket the Millers requested the water saver be removed as a possible solution to the hot water shortage as well as a cartridge replacementWe did that for them at that timeYou will also see that on that trip we recommended a new water heater Mr [redacted] states "Last month I had an independent plumber come in and check the systemHe found the water heater to be functioning properlyHe also found the water saver device was removed from the shower head and the two stop valves on the Moen valve were not workingHe further stated that the valves were more than likely not removed when the valve body was installedWhen I went to Re Bath with the reportThey said it was a Moen problem not theirs." Please find attached a copy of the independent plumbers report that Mr [redacted] gave to ReBathYou will see that the plumber said that the hot water shortage was due to things a combination of the water saver being removed and a water heater loosing efficiencyNo where in the report does the plumber mention anything about stops on a valve or improper installation on ReBaths part In talks with Mr [redacted] regarding his issues Mr [redacted] did mention that the stops were not working properly, ReBath did let him know that the Moen valve did have a life time guarantee from Moen and we would be happy to assist him in getting any parts necessaryAs to the statement about faulty installation of the valve I would have to strongly disagree with the merit considering that our technicians inspected several times and the independent plumber also inspected and did not say anything about a faulty installReBath did let Mr [redacted] know that we would be happy to put a new showerhead back in that has a water saver in it In conclusion Mr [redacted] is asking for ReBath to pay for the independent plumbers reportI would have to say that ReBath will not pay for his reportAs you can see the report states exactly what we have been telling Mr [redacted] from the beginningHe needs a new water heaterReBath has and still will offer installing a new shower head with a water saver in it, even though Mr [redacted] asked us in the 2nd service ticket to remove it as a possible solution We take customer service very serious at ReBath and we will bend over backwards to help our customers, but in this case I believe we have done everything necessary [redacted] ReBath St Louis Mo ReBath Cape Girardeau Mo [redacted] @rebathstl.com XXX-XXX-XXXX

My team and myself or nothing but respectful to every customerEvery customer is important and we treat people they way would want to be treatedThat is engrained in each team member from our Rebath code of valuesMr*** called me and stated that he had been leaving messages and no one has
gotten back to him and that he wanted his tub corrected and replacedI apologized in advance, but I advised him politely that I am the individual who gets the voicemails, answers the phone and initiate service orders and I had no record of a call from him or a voicemail that in fact the last person I spoke to was his wife ***He then said that he had called corporate office but does not know when he will here back from themI advised him that if he called corporate and left a message, then I would not know thatI listened to his issues and told him that due to the repeated cleaning issue with the product, *** from Rebath Corporate was involved, because I cannot advise anyone to go beyond our cleaning list and instructionsI told him that I would issue another service order for our production manager to go out and take a look at it, but that corporate makes the final determination on warranty work not usI told him it would be next week before the manager could get there and asked if there were any schedule restrictions because we schedule service by geography and windows of timeHe said no there was no restrictions, so I told him I would call him a day in advance to scheduleThis service will take place and their issue will be handled and resolved according to corporate standards

Update to case, REBATH responded on Friday, but was unable to gain access, but did so on Monday, 3/and pictures and back up was then provided to REBATH Corp office for warranty replacement of the linerToday I received notification of acceptance of warranty replacement of the liner and we are moving forward with the order of the liner and will install as soon as it arrivesNotified Mr*** of warranty replacement an eta on delivery

Initial Business Response /* (1000, 5, 2016/03/10) */
Case # XXXXXXX
Mr *** *** says in his Revdex.com filed complaint:
"In we had re Bath redo our bathroomWhen the job was finished we discovered that we would run out of hot water during a showerThey came out on two occasions,
once in and once in Both times I told them it was the Moen valve was the problem, and both time we were told the problem was the hot eater heaterLast month I had an independent plumber come in and check the systemHe found the water heater to be functioning properlyHe also found the water saver device was removed form the shower head and the two stop valves on the Moen valve were not workingHe further stated that the valves were more than likely not removed when the valve body was installedWhen I went to Re Bath with the reportThey said it was a Moen problem not theirsThey only guarantee their products and workmanshipand asked why I am complaining after tow yearsMy reply was I am on fixed income, and it took this long to get the money for a new water heaterAfter long deliberation they ordered the new parts, and had them shopped to meThey also told me to hire a plumber to install them or they would do it for $an hourI fixed it my selfMy cash outlay was $for the plumbers report."
ReBaths Response
We did go to the *** residence several times when they called stating that they would run low on hot waterWe did mention from the beginning that Moen faucets have a life time warranty on all parts and that ReBath warranty's our workmanship for one yearAs a courtesy to a time customer we did however make multiple trips to verify and make sure that there were no issues with our contracted workEach time we went we did a thorough inspection of the work that we were contracted to do (see attached contract)Each time our conclusion was that the water heater was loosing efficiency and we recommended to replace itI have also attached service tickets stating this as wellAs you can see in the 2nd service ticket the Millers requested the water saver be removed as a possible solution to the hot water shortage as well as a cartridge replacementWe did that for them at that timeYou will also see that on that trip we recommended a new water heater
Mr *** states
"Last month I had an independent plumber come in and check the systemHe found the water heater to be functioning properlyHe also found the water saver device was removed from the shower head and the two stop valves on the Moen valve were not workingHe further stated that the valves were more than likely not removed when the valve body was installedWhen I went to Re Bath with the reportThey said it was a Moen problem not theirs."
Please find attached a copy of the independent plumbers report that Mr *** gave to ReBathYou will see that the plumber said that the hot water shortage was due to things a combination of the water saver being removed and a water heater loosing efficiencyNo where in the report does the plumber mention anything about stops on a valve or improper installation on ReBaths part
In talks with Mr *** regarding his issues Mr *** did mention that the stops were not working properly, ReBath did let him know that the Moen valve did have a life time guarantee from Moen and we would be happy to assist him in getting any parts necessaryAs to the statement about faulty installation of the valve I would have to strongly disagree with the merit considering that our technicians inspected several times and the independent plumber also inspected and did not say anything about a faulty installReBath did let Mr *** know that we would be happy to put a new showerhead back in that has a water saver in it
In conclusion Mr *** is asking for ReBath to pay for the independent plumbers reportI would have to say that ReBath will not pay for his reportAs you can see the report states exactly what we have been telling Mr *** from the beginningHe needs a new water heaterReBath has and still will offer installing a new shower head with a water saver in it, even though Mr *** asked us in the 2nd service ticket to remove it as a possible solution
We take customer service very serious at ReBath and we will bend over backwards to help our customers, but in this case I believe we have done everything necessary
*** ***
ReBath St Louis Mo
ReBath Cape Girardeau Mo
***@rebathstl.com
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/03/10) */
Case # XXXXXXX
Mr [redacted] says in his Revdex.com filed complaint:
"In 2014 we had re Bath redo our bathroom. When the job was finished we discovered that we would run out of hot water during a shower. They came out on two occasions, once in...

2014 and once in 2015. Both times I told them it was the Moen valve was the problem, and both time we were told the problem was the hot eater heater. Last month I had an independent plumber come in and check the system. He found the water heater to be functioning properly. He also found the water saver device was removed form the shower head and the two stop valves on the Moen valve were not working. He further stated that the valves were more than likely not removed when the valve body was installed. When I went to Re Bath with the report. They said it was a Moen problem not theirs. They only guarantee their products and workmanship. and asked why I am complaining after tow years. My reply was I am on fixed income, and it took this long to get the money for a new water heater. After long deliberation they ordered the new parts, and had them shopped to me. They also told me to hire a plumber to install them or they would do it for $125.00 an hour. I fixed it my self. My cash outlay was $170.00 for the plumbers report."
ReBaths Response
We did go to the [redacted] residence several times when they called stating that they would run low on hot water. We did mention from the beginning that Moen faucets have a life time warranty on all parts and that ReBath warranty's our workmanship for one year. As a courtesy to a 2 time customer we did however make multiple trips to verify and make sure that there were no issues with our contracted work. Each time we went we did a thorough inspection of the work that we were contracted to do (see attached contract). Each time our conclusion was that the water heater was loosing efficiency and we recommended to replace it. I have also attached service tickets stating this as well. As you can see in the 2nd service ticket the Millers requested the water saver be removed as a possible solution to the hot water shortage as well as a cartridge replacement. We did that for them at that time. You will also see that on that trip we recommended a new water heater.
Mr [redacted] states
"Last month I had an independent plumber come in and check the system. He found the water heater to be functioning properly. He also found the water saver device was removed from the shower head and the two stop valves on the Moen valve were not working. He further stated that the valves were more than likely not removed when the valve body was installed. When I went to Re Bath with the report. They said it was a Moen problem not theirs."
Please find attached a copy of the independent plumbers report that Mr [redacted] gave to ReBath. You will see that the plumber said that the hot water shortage was due to 2 things a combination of the water saver being removed and a water heater loosing efficiency. No where in the report does the plumber mention anything about stops on a valve or improper installation on ReBaths part
In talks with Mr [redacted] regarding his issues Mr [redacted] did mention that the stops were not working properly, ReBath did let him know that the Moen valve did have a life time guarantee from Moen and we would be happy to assist him in getting any parts necessary. As to the statement about faulty installation of the valve I would have to strongly disagree with the merit considering that our technicians inspected several times and the independent plumber also inspected and did not say anything about a faulty install. ReBath did let Mr [redacted] know that we would be happy to put a new showerhead back in that has a water saver in it.
In conclusion Mr [redacted] is asking for ReBath to pay for the independent plumbers report. I would have to say that ReBath will not pay for his report. As you can see the report states exactly what we have been telling Mr [redacted] from the beginning. He needs a new water heater. ReBath has and still will offer installing a new shower head with a water saver in it, even though Mr [redacted] asked us in the 2nd service ticket to remove it as a possible solution.
We take customer service very serious at ReBath and we will bend over backwards to help our customers, but in this case I believe we have done everything necessary.
[redacted]
ReBath St Louis Mo
ReBath Cape Girardeau Mo
[redacted]@rebathstl.com
XXX-XXX-XXXX