Minnesota Re-Bath

We have been in touch with [redacted] , and the complaint has been resolved to the customer's satisfaction

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Mr [redacted] has failed to mention the true story hereHe signed a contract requiring a custom order productAs stated on his contract right next to his signature it reads the customer has three legal business days to cancel without obligation, unfortunately he did not try and cancel until weeks later therefor the product was orderedHe states the job wouldn't start for two months which is correct, however we order after the three day recision period to ensure product availability at time of install, if we don't we end up fielding complaints for not meeting time requirements, therefor the argument that we ordered too soon is irrelevant He then told us to keep the money and material so we could try and install it in his basement at a later date, we verbally agreedShortly after this he called and requested a full refund due to cost over run from his existing contractorRebath requires up front deposits for this particular reason, we should not be held responsible for costs incrued do to a customer canceling after their legal time frame, deposits are the only recourse we have as a companyIn the end Mr [redacted] breeched his contract At this point Mr [redacted] requested a full refund of which by law we have no obligation to honorIn good faith ReBath and Mr [redacted] decided a $refund would work for him and verbally agreed that this discussion would not be revisited once he received it The only resolution to ReBath is willing to except after breech of contract is a total recall of this complaint Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) On January the terms of the contract changed due to over looked Permits and fees that Rebath had not caught on the first contractThis change required new signatures and then restarted the Day period of acceptance or cancellation referenced in the above response on the new contractThe cancellation for "this" project was within that scope of time after the contract change and resigning I did tell Rebath to keep the money in their coffers after canceling the upstairs bathroom project, as I told them I would like to use them (Rebath) on a completely separate project in our basement bathroomAny custom order items for the upstairs bathroom would not have been usable for this project as the dimensions and products desired would have been differentThis money was to be put towards a completely different bathroom project in our basement that had nothing to do with the contract signed for the upstairs bathroom So, Rebath was holding my money until this project could be evaluated and startedPrior to signing any agreement for this basement bathroom the cost of repairs to our home made it financially difficult to take on any more projects and I asked for a return of my money Rebath did return $3,of the $6,They only returned half because they told me custom ordered products had already been purchased and made for our upstairs bathroomI have yet to receive proof of this and until I receive proof of the manufacturing of, and purchase of these times for my upstairs bathroom I refuse to take their word that these items exist I am requesting a refund of the rest of my money and further explanation from Rebath Final Consumer Response / [redacted] (2000, 19, 2016/01/14) */ Per an email from the complainant, they stated that everything has been resolved

Initial Business Response /* (1000, 14, 2014/09/30) */
As per our phone conversation about the case I just like to say that all of the work at ***s' home was completed to the letter of the contractThe tub that was supplied was as per contract and the filler strip was written on
the contract as wellI also have a post install sign off sheet stating her satisfaction with the projectThis has her signature on it*** said she would like the rest of the bathroom finished with ReBath product with the floor being discountedI am willing to finish it a fair market valueAfter looking at the contract with the transition being stated very clearly, ReBath does not feel it should be replacing the floor a no or a discounted price
Initial Consumer Rebuttal /* (3000, 16, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The INSTALLATION done in my bathroom by ReBath MN, was very good, I don't have a problem with the quality of the installation or the quality of the materials usedThe sign off sheet that I signed was for INSTALLATION ONLY! The WIDTH of the replacement bath tub is NOT listed on the original contract (or any place else) that I signedA verbal contract between the Design Consultant (employees of ReBath) and myself was that the "replacement tub was to be the EXACT same size as my existing bath tub"! Design Consultant measured my tub at 31", the replacement tub is 28"A 3" difference, hence a 3" floor gapI was told there was a chance of a narrow filler strip on the floor ( as noted on the contract) and IF the correct size tub were installed (same size as my old tub) the filler strip would be NARROW! *** knows the wrong size tub was installed, otherwise why would he promise on three different occasions (twice in person, once via email) to "fix the problem" (his words)He offered me options: new floor (which I rejected), or bigger tub, when I didn't choose what he wanted me to choose, he decided to do nothingI payed good money for this project and expect to receive EXACTLY what I payed for and was promisedAs a franchise owner *** knows the ReBath Core Values: Respect, Enthusiasm, Brand, Attitude and TeamFrom Rebath web site as applies to this situation:
"Respect...treating others as we want to be treated
......honoring our commitment; thereby building trust, integrity and credibility"
Brand...exceeding our customers' expectations
Attitude.......accepting ownership of our actions
Team......understanding that Together Everyone Achieves More
Final Consumer Response /* (3000, 19, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The INSTALLATION done in my bathroom by ReBath MN, was very good, I don't have a problem with the quality of the installation or the quality of the materials usedThe sign off sheet that I signed was for INSTALLATION ONLY! The WIDTH of the replacement bath tub is NOT listed on the original contract (or any place else) that I signedA verbal contract between the Design Consultant (employees of ReBath) and myself was that the "replacement tub was to be the EXACT same size as my existing bath tub"! Design Consultant measured my tub at 31", the replacement tub is 28"A 3" difference, hence a 3" floor gapI was told there was a chance of a narrow filler strip on the floor ( as noted on the contract) and IF the correct size tub were installed (same size as my old tub) the filler strip would be NARROW! *** knows the wrong size tub was installed, otherwise why would he promise on three different occasions (twice in person, once via email) to "fix the problem" (his words)He offered me options: new floor (which I rejected), or bigger tub, when I didn't choose what he wanted me to choose, he decided to do nothingI payed good money for this project and expect to receive EXACTLY what I payed for and was promisedAs a franchise owner *** knows the ReBath Core Values: Respect, Enthusiasm, Brand, Attitude and TeamFrom Rebath web site as applies to this situation:
"Respect...treating others as we want to be treated
......honoring our commitment; thereby building trust, integrity and credibility"
Brand...exceeding our customers' expectations
Attitude.......accepting ownership of our actions
Team......understanding that Together Everyone Achieves More
Final Business Response /* (4000, 24, 2014/12/04) */
***s project has been done to the letter of the contract she signed prior to the installationThe claim of the tub being smaller than her previous tub is not correctHer old tub had a decorative apron on it which makes stick out further than a new replacement tubBath tubs are no longer manufactured like her previous tubIt states very clearly on her signed contract that there would be a filler on the floor to accommodate for this situationIt is not written into fine print, it was hand written on the contract so she would be made well aware of the situationThe contract is written very clear, the job is installed as the contract states, therefor ReBath see' no reason a full refund or any refund is warranted
Copies of the contract can be submitted upon your request,

Initial Business Response /* (1000, 5, 2015/07/15) */
Mr *** has failed to mention the true story hereHe signed a contract requiring a custom order productAs stated on his contract right next to his signature it reads the customer has three legal business days to cancel without
obligation, unfortunately he did not try and cancel until weeks later therefor the product was orderedHe states the job wouldn't start for two months which is correct, however we order after the three day recision period to ensure product availability at time of install, if we don't we end up fielding complaints for not meeting time requirements, therefor the argument that we ordered too soon is irrelevant He then told us to keep the money and material so we could try and install it in his basement at a later date, we verbally agreedShortly after this he called and requested a full refund due to cost over run from his existing contractorRebath requires up front deposits for this particular reason, we should not be held responsible for costs incrued do to a customer canceling after their legal time frame, deposits are the only recourse we have as a companyIn the end Mr *** breeched his contract
At this point Mr *** requested a full refund of which by law we have no obligation to honorIn good faith ReBath and Mr *** decided a $refund would work for him and verbally agreed that this discussion would not be revisited once he received it
The only resolution to ReBath is willing to except after breech of contract is a total recall of this complaint
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On January the terms of the contract changed due to over looked Permits and fees that Rebath had not caught on the first contractThis change required new signatures and then restarted the Day period of acceptance or cancellation referenced in the above response on the new contractThe cancellation for "this" project was within that scope of time after the contract change and resigning
I did tell Rebath to keep the money in their coffers after canceling the upstairs bathroom project, as I told them I would like to use them (Rebath) on a completely separate project in our basement bathroomAny custom order items for the upstairs bathroom would not have been usable for this project as the dimensions and products desired would have been differentThis money was to be put towards a completely different bathroom project in our basement that had nothing to do with the contract signed for the upstairs bathroom
So, Rebath was holding my money until this project could be evaluated and startedPrior to signing any agreement for this basement bathroom the cost of repairs to our home made it financially difficult to take on any more projects and I asked for a return of my money
Rebath did return $3,of the $6,They only returned half because they told me custom ordered products had already been purchased and made for our upstairs bathroomI have yet to receive proof of this and until I receive proof of the manufacturing of, and purchase of these times for my upstairs bathroom I refuse to take their word that these items exist
I am requesting a refund of the rest of my money and further explanation from Rebath
Final Consumer Response /* (2000, 19, 2016/01/14) */
Per an email from the complainant, they stated that everything has been resolved

We have been in touch with [redacted], and the complaint has been resolved to the customer's satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. ReBath finally completed the...

work, a month outside the window as promised but it is done and I’m satisfied. thank you,[redacted]

Initial Business Response /* (1000, 8, 2014/03/27) */
In response to the complaint, this is the first we have heard that there was a problem. The customer has not contacted us to let us know there was any issue. As you know, we pride ourselves on our customer service and certainly would...

have addressed their concerns had we known there were any. We have a post installation sign off form signed by them stating that everything was satisfactory. We do offer two different toilets, one being more expensive than the other, and they opted for the less expensive model as well as purchasing our basic budget system. We sell hundreds of these toilets and typically don't have any complaints. If there is an adjustment that needs to be made, we would be happy to take care of that, and if the toilet has a defect, we will certainly take care of it. As far as the gap filled with glue, we would be more than happy to take a look at and do whatever we need to make them a happy customer. Had we known, there was an issue, we would have taken care of it right away. We assume that they would not sign off on the project if there were any issues. We would like the opportunity to set up a time to try to fix the problem.
Initial Consumer Rebuttal /* (3000, 10, 2014/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the person who make the deal with me but she didn't get back to me. I called many times and I left the message. After I complained to Revdex.com they called me and told me to pay more money to fix the toilet I was not agree to pay more money. Regarding the gap filled with the glue we made appointment to come home and see it.again about the toilet we talk about the size not the chips or expensive one they are playing the word game by saying medium doesn't mean the chipset one. I pay more money than the product have been installed.

Initial Business Response /* (1000, 5, 2015/07/15) */
Mr [redacted] has failed to mention the true story here. He signed a contract requiring a custom order product. As stated on his contract right next to his signature it reads the customer has three legal business days to cancel without obligation,...

unfortunately he did not try and cancel until weeks later therefor the product was ordered. He states the job wouldn't start for two months which is correct, however we order after the three day recision period to ensure product availability at time of install, if we don't we end up fielding complaints for not meeting time requirements, therefor the argument that we ordered too soon is irrelevant . He then told us to keep the money and material so we could try and install it in his basement at a later date, we verbally agreed. Shortly after this he called and requested a full refund due to cost over run from his existing contractor. Rebath requires up front deposits for this particular reason, we should not be held responsible for costs incrued do to a customer canceling after their legal time frame, deposits are the only recourse we have as a company. In the end Mr [redacted] breeched his contract.
At this point Mr [redacted] requested a full refund of which by law we have no obligation to honor. In good faith ReBath and Mr [redacted] decided a $3000 refund would work for him and verbally agreed that this discussion would not be revisited once he received it.
The only resolution to ReBath is willing to except after breech of contract is a total recall of this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 11 January 2015 the terms of the contract changed due to over looked Permits and fees that Rebath had not caught on the first contract. This change required new signatures and then restarted the 3 Day period of acceptance or cancellation referenced in the above response on the new contract. The cancellation for "this" project was within that scope of time after the contract change and resigning.
I did tell Rebath to keep the money in their coffers after canceling the upstairs bathroom project, as I told them I would like to use them (Rebath) on a completely separate project in our basement bathroom. Any custom order items for the upstairs bathroom would not have been usable for this project as the dimensions and products desired would have been different. This money was to be put towards a completely different bathroom project in our basement that had nothing to do with the contract signed for the upstairs bathroom.
So, Rebath was holding my money until this project could be evaluated and started. Prior to signing any agreement for this basement bathroom the cost of repairs to our home made it financially difficult to take on any more projects and I asked for a return of my money.
Rebath did return $3,000.00 of the $6,508.00. They only returned half because they told me custom ordered products had already been purchased and made for our upstairs bathroom. I have yet to receive proof of this and until I receive proof of the manufacturing of, and purchase of these times for my upstairs bathroom I refuse to take their word that these items exist.
I am requesting a refund of the rest of my money and further explanation from Rebath.
Final Consumer Response /* (2000, 19, 2016/01/14) */
Per an email from the complainant, they stated that everything has been resolved.

We do apologize for the leak, unfortunately this is something that happens on rare occasions in this business.  It happens in remodels and new construction as well.  Although we were disappointed that we were not initially called to fix the leak, we do understand that water will travel the...

easiest path, and ended up in a different location making it difficult to determine the actual cause of the leak.  We have determined that is understandable as to why the customer called another company because of where they found the water, and therefore, we have decided to cover the expenses incurred by the customer.    Please let me know if you need anything else.   Thanks, Jeff [redacted] Minnesota Re-Bath

We do apologize for the leak, unfortunately this is something that happens on rare occasions in this business.  It happens in remodels and new construction as well.  Although we were disappointed that we were not initially called to fix the leak,...

we do understand that water will travel the easiest path, and ended up in a different location making it difficult to determine the actual cause of the leak.  We have determined that is understandable as to why the customer called another company because of where they found the water, and therefore, we have decided to cover the expenses incurred by the customer.    Please let me know if you need anything else.   Thanks, Jeff [redacted] Minnesota Re-Bath