New Bath Walk In Tubs

I would like to update our initial response as some other events have occurred since our original response and we would like to update our response to the complaint as follows:On May I went to the customer's home to do an inspection of the product and address the initial complaint Upon arrival Mrs [redacted] greeted me and we progressed to the bathroom to look at the tub I asked her to demonstrate getting into the tub in order to confirm the tub was accessible for her She opened the door and stepped into the tub, she sat down and closed the door She did have to more her knees to the right in order to accommodate the closing of the door Once seated, neither of her sides touched the sidewalls of the tub Her shoulder also did not touch any of the control to her left However when she moved inside the tub her shoulder slightly grazed the controls The controls are pneumatic buttons which require some force to operate so it is highly unlikely that her grazing the controls would cause the controls to change in any way The fit on the tub was acceptable, and the major concern was over her getting in and out of the tub, once inside the tub she had plenty of room to move around and the grazing of the controls was not an issue as I assured her I told her that the fit of the tub was acceptable but we want to make her happy and I would look at the specs of some other tubs and get back to her with a solution.On May 5th I called the customer and left a message for her letting her know that I had a solution for her concerns On May 6th Mrs [redacted] called back and we discussed the following: I told her we had a tub (model) that was slightly larger and had a completely different door configuration which swung out and was designed for someone in a wheelchair to put their chair next to the tub, once the door was opened, and slide from their chair to the tub We went into great detail to make sure the swing on the door would accommodate an ADA commode she was going to install and to make sure the new tub would have all the same features as her existing tub she purchased At the end of the conversation we both agreed to move forward with the new tub and once it arrived we would install the tub Later that day I put a rush order on the tub from our manufacturer, the tub shipped on 5/and arrived in our warehouse on 5/11.On May 9th we received an email (sent 5/8) from Mrs [redacted] stating the following: Please pass this to Jim Your ManagerMy family was over this weekend, and said that 14,was a rip off, That your company was taking advantage of an elderly person.a new tub wont be enough to settle my complaints It will only solve part Please remove your equipment and refund my money.Thank you, don't call unless you are going to give me my moneyI have called Mrs [redacted] on 5/& 5/multiple times on both her cell and home number leaving messages at both I have yet to hear back from Mrs [redacted] At this point we are willing to install the model tub which was agreed upon and ordered accordingly We await Mrs [redacted] replying to our requests for her to call us.Sincerely,Stephen B***

We spoke to consumer, we are sending out our installer [redacted] on Tuesday morning between 9- am to run a plumbing line from the tub to the basement- make it crystal clear that the texture in the ceiling in the dining room will not be perfect when we are done- he said he understood

Dear Sir,We contracted with this customer on November 17th, 2015, when their design consultant Phil D [redacted] , met with them At this point in time the customer asked us to hold their deposit check until December 1st, which we gladly obliged On December 22nd we spoke with [redacted] and she informed us that she would have the rest of the money for the project around January 10th and would like the walk in tub installed after January 15th Later that day I spoke with [redacted] again setting up her installation for January 18th On January 18th we installed the product and the customer executed and initialed all the completion forms stating the job was complete and circled excellent and stating that they are 100% satisfied On January 26th we received a call from [redacted] stating that we had yet to install the curved shower curtain rod At this time we sent a technician to the home to install the curtain rod, [redacted] also told the technician that the tub wasn't getting enough hot water He explained to her that all he could do is turn up her hot water tank, which he did On March 28th we received a letter of complaint from [redacted] expressing her dissatisfaction with the lack of hot water and also letting us know that the caulking was pulling away from the wall We called the residence and left a message for the customer to call back on March 28th, [redacted] called back and spoke with Michelle who tried to setup a service call for the caulk issue and [redacted] told her that she wants the tub removed and her money refunded.Phil D [redacted] is very knowledgeable on all of the aspects of the walk in tub product that was agreed to be installed in the customers home Phil was previously an installer of walk in tubs for several years prior to becoming a design consultant and goes into great detail on the installation of the walk in tub with all his clients In discussing this customer with Phil he made it very clear to the customer that we were not contracting with them for a hot water tank and that the hot water tank was the customer's responsibility Our contract clearly outline the work that was being performed at the residence and nowhere does it state we are taking any responsibility for their hot water tank The customer has a gallon hot water heater which is adequate to fill the tub in most cases However if the tank has not been maintained or is not putting out the proper amount of hot water it will result in not enough hot water to fill the tub We would be more than happy to service the caulk on the project but we did not contract with the customer for a hot water tank and made it clear that we take no responsibility for their existing hot water tank We have attached a copy of the executed completion forms as well as their contract.Sincerely,

Spoke with customer and scheduled a time on 3/20/to look at the issue with the door

This company did come out on 10/03/to take pictures of the things wrong like no brace in back of tub, hand rails rusted that were not supposed to rust, the one way check valve is not rightIf drain is open so far it floods our floor and has ruined our celling in down stairs bathroom mold! 10/09/ a person that has talked to Ken said parts were not in yet, haven't heard from this company sinceShe also told Ken that she just took notes and gave them to a man named Stevie, Ken said have Stevie call me never heard from anyone but they are quick to take our money out every month!I tried to give my little granddaughter a shower not knowing the drain plug was all the way open which you should be able to do, anyway I noticed my feet were getting wet yeah soaked my floor again hopefully you will see in picturesThe guy that had been coming out when we would call would show up say we will get the part and be back and we would never hear from them.this will be going on for three years in MarchIf our pipes weren't made for this tub shouldn't they have told us that before they installed itAs for them not having another number for us is not true they communicated with my husband on his cell, our home number was not disconnected till this past September.what do we want from this you might ask, things fixed and fixed right! And be told we owe no more money to them say paid, we still owe them thousand and someWe still have to pay Fargo for the rest for something we have to be carefull using!I also want my telling fixed would one of them live with moldThree years is to long, and not hearing from them makes things worse! Thank you for your time [redacted] ***

In response to the complaint form Mr. ***,I will show the timeline below as that should give a complete picture of this project.March of 2017 Mr. [redacted] set an appointment with a company that we use to promote our products, in order for this to happen Mr. [redacted] had to opt in on a phone call then... someone would get on the line and they verify that he has interest on our products, he was then transferred to another person that went into more detail on our products and made sure that he was interested in a free estimate, he was then passed to our call center and all his information was verified again as well as an appointment set for 3/31/17 at 2 pm.3/31/17 2 pm- Mr. [redacted] met with our senior care specialist, Beau, who went over all the features and benefits of the Jacuzzi product and showed Mr. [redacted] photos and brochures and explained in detail the entire installation. He presented Mr. [redacted] with a contract and a price on the project. Mr. [redacted] executed the contract for $16,645.40 and gave Beau a deposit of $4,645.00, for a Jacuzzi Salon Spa walk in tub.4/4/17 12:28 pm Stephen B [redacted] spoke with Mr. ***- performed a welcome call, thanking Mr. [redacted] for his business and let him know that his tub was on order and asked if he had any questions. Told him we would call when his product came and schedule the installation of the tub.4/19/17 10:43 am- Stephen B [redacted] left a message for Mr. [redacted] that his tub was in and we would like to schedule the install.4/20/17 9:07 am Michelle left a message for Mr. that we wanted to schedule the install of his tub for next week.4/20/17 4:41 pm Michelle spoke with Mr. [redacted] and he said he would check his schedule and get back to her for the install date and time.4/21/17 4:31 pm Michelle left a message for the Mr. to schedule the install.4/24/17 3:05 pm Michelle left a message for the Mr. to schedule the install.4/24/17 Mr [redacted] called and left a message that he was ready for the install4/25/17 8:21 am Michelle spoke with Mr. [redacted] and told him we would call back later in the week to schedule his install for next week.4/28/17 2:51 pm Michelle spoke with Mr. [redacted] and scheduled the install for 5/1/17 between 9-11 am and told him it would be a 2 day install.5/1/17 removed the customers existing tub and did all the necessary plumbing to accommodate the new tub.5/3/17 Mr. executed all the completion paperwork and had a complete 30 minute demonstration from his installer on the operation of the tub. Mr [redacted] told the installer to have the office call him to collect the final balance.5/4/17 12:02 pm called and left message for Mr. to call Stephen B [redacted] back.5/5/17 12:02 pm Stephen B [redacted] called and left a message for the Mr. to call back to make arrangements to pay the balance.5/5/17 12:31 pm Stephen B [redacted] spoke with Mr for 30 minutes- Mr [redacted] explained that he didn't like the tub for various reasons, first the water pressure is not good, I explained to him that this was something that was controlled by whoever supplies his water and had nothing to do with the tub, Mr. [redacted] shared that he has had this problem for some time. Second, that the tub drains slow, again this would be a situation with the plumbing in his home as we tie into his existing plumbing, Mr. [redacted] also shared with me that he has had multiple plumbers come to the home because of the drain, the lack of water flow and the fact that his main shutoff doesn't work properly and everyone he met with told him they wouldn't do the project. We finished the conversation by agreeing that once he used the tub he would pay us and he also said that his bank account had been compromised and he didn't have access to his funds. I told him I would come out and meet with him personally to go over all his concerns and to collect the final balance. He said he didn't have his calendar and would get back to me.5/8/17 3:21 pm Stephen B [redacted] called and left a message. 5/9/17 12:41 pm Stephen B [redacted] spoke with Mr. [redacted] and Mr. [redacted] said he and his son were going to Toledo and couldn't meet today and would be back the next day and call then to setup an appointment for me to come out.5/11/17 evening-- Stephen B [redacted] stopped by the home of Mr. ***- met with Mr. and discussed the situation, spent 90 minutes at his home, the job looked great, Mr. was not happy with many aspects of the job none of which were our companies responsibility, he mentioned the water pressure, drain time and broken shut off again all of which were pre- existing conditions that are not our companies responsibility. Mr. [redacted] agreed and stated that he wanted to pay us. Mr. [redacted] explained that he didn't have the money as he still had no access to his account but was going to go to his bank to get his account situation rectified. He told me we could meet at the bank on Friday and we could get paid5/11/17 1:59 pm Stephen B [redacted] called no answer at home- left message on cell.5/12/17 11:38 am Mr. [redacted] called and requested a call back from Stephen B***.5/12/17 11:51 am Stephen B [redacted] called and left message for Mr.5/12/17 12:53 pm Stephen B [redacted] spoke with Mr. [redacted] and Mr. said he wasn't sure he could make it to his lender today, his is now back to stating he doens't like the tub. Mr. [redacted] said he would try and get us something either later today or Monday at the latest.5/12/17 2:58 pm Stephen B [redacted] spoke with [redacted] ( [redacted] Bank ###-###-####) we gave [redacted] the wire transfer information for her to wire funds to us from Mr. ***, she put Mr. [redacted] on the phone, he expained as this point he could only wire us $10,500 which would leave a balance of $1500.5/15/17 8:16 am, [redacted] , book keeper said we received a wire transfer from Mr. ***, for $10,500.5/18/17 12:37 pm Stephen B [redacted] left a message for Mr. [redacted] that we appreciate the wire transfer and want to make arrangements for the final balance.6/5/17 10:02 am Stephen B [redacted] called and left a message for Mr. ***.6/5/17 9:02 pm Mr. [redacted] called and left a message apologizing for not getting back to us and said he would reach out next week to get this resolved, also mentioned his life is a mess.6/6/17 10:07 am Stephen B [redacted] called and left a message for Mr. ***.6/14/17 12:36 pm Stephen B [redacted] called and left a message that we needed to resolve this issue and needed a call back by the end of the week or we would take the steps necessary to collect the balance. 6/19/17 12:44 pm Stephen B [redacted] called and left a message for the Mr. urging him to reach out to us so we can make arrangements for the final payment.6/20/17 1:07 emailed our attorney, [redacted] ***, at [redacted] , requesting she put a mechanics lien on Mr. [redacted] residence for the balance still owed.6/22/17 4:02 pm Mr left a message stating he fell in the tub and he does not wish to go thorough the "legal thing" and no one wins except the lawyers, but the tub has to come out, he also stated the tub flooded his home the other night, water came out of the bottom of the door.6/26/17 4:58 pm Stephen B [redacted] spoke wtih Mr. ***, he explained how the tub leaked all over the bathroom, but then he tried to fill it again and it doesn't leak, it was explained to him that he probably didn't have the door closed properly which is why it leaked all over the floor. I offered to come out and service the door or build him a step (as he was complaining about the height of the step to get into the tub- it is approx 9"- he said he would try it again and call back if he has a problem, he said that we could sue him for the amount that is still owed but he is not paying .7/28/17 3:36 pm received the filed mechanics lien from our attorney.9/12/17 3:23 pm Stephen B [redacted] spoke with Mr. ***, he stated his tub leaked and he had to have [redacted] come and take care of the water, he wants us to come out and fix the leak, I told him we would as long as he paid the balance or pre-paid for a service call as he has no warranty until he pays for the tub. He said he would get someone else to repair the tub, he was advised that this may void any warranty from the manufacturer, he said he didn't care.11/7/17 received complaint from the BBBMr. [redacted] has been a difficult customer from the start, I have dealt with him myself personally, during much of this experience and he wanders from topic to topic and story to story. At this point we are willing to service the tub as long as Mr. [redacted] either takes care of his balance or pre-pays for a service call for us to come out and service the tub. I suspect that the reason the tub is leaking is because of user error as the tub operated fine in the beginning and Mr. [redacted] even admitted that he didn't operate the tub properly which is why the tub initially leaked, as per the note above on 6/26.Stephen B***PresidentNew Bath Inc.

I am rejecting this response because, I told Steve, when he said "well what would resolve the complaint," "that I would be happy to have $6???refund," but that option got shot down, his tone? Steve sounded insulted that I asked for at least that So he said " well then what do you want me to tell them?" I said tell them I didn't understand the Contract I never meant I didn't read the Contract obviously I saw it, but I was talking with the salesman at the same time and he could have pointed that out to mebut he did not, if he had, I can guarantee you I WOULD NOT HAVE PURCHASED IT Note: You only get half the picture There are other mitigating reasons which are personal, and I did mention that to Steve, that there were other things going on at the time and that I really didn't want to discuss: like preparing for surgery, and medicatedWhich the salesman knew because he was discussing his medical problems, so very good but distracting me; All I heard was the salesman pressuring me i.ei needed to hurry up and get this moving as the tub wont be available.; In fact I was in the hospital when they installed itSteve, He did give me a bigger door, which was excellent, but no matter what he sells me about the quality, the equipment, the extra labor to remove the one with smaller door, etc, and also how other tubs are higher priced but not as good, The small door was resolved, but I am not agreeing with his response The workers were excellent, I have no complaint about the installers feel I was pressured into accepting this tub/cost no matter what Steve please don't call me and ream me out about not calling you and give you a chance to resolve it, You had your chance I don't appreciate the lecture Regards, [redacted]

I am rejecting this response because: It did not satisfy my complaints.The cost of this tub is quite high, the paperwork was very misleading it indicated TWO amounts OF $6232- for down payment; one for $6232 unpaid balance; the salesman indicated I was getting several discounts, he said if I gave him $dollars today, (which I did) he could guarantee the price Therefore I was confident the unpaid balance of $was the total cost of the tub; Steve can put in the new tub, I am sure it will have a bigger door but that wasn't my only complaint I do have other safety concerns plus I can see he has just brushed them out of the way, but when he hurts his arm he wont think that is to be considered unreasonable safetyWhen I voiced this to Steve today 5/11/ He proceeded to try to keep selling me on the itemi.e., l his this is a wonderful piece of medical equipment and it is not unreasonable in cost Plus he is removing the first tub and install a much higher priced model at his own expense? At my age $IS an unreasonable cost I feel hoodwinked to put it mildly I think the is a reasonable price But he just kept up with the pressure; He went on to tell me about if I was buying a car vs Cadillac?
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***

Spoke with Mr*** and agreed to cancel contract outside of recession

Spoke to Mrsand company has agreed to replace the hot water tank with Mrspaying the cost of the hot water tank and cost of labor. Labor is $and we will find the best price for a gallon gas tank. There is no mark up on this installation

I received a call
February 20, 2015, from *** ***, from New Bath Walk-in-Tubs, stating that they had received a letter from the Revdex.com, and that they take that very seriously He told me that they would have to drill a hole through the ceiling to fix the problem and would I be okay with that because the texture of the ceiling wouldn’t match again They would fix the problem but I must agree first to the ceiling issue I agreed and *** *** promised me that they would fix the problem, and they would send *** ***, to my house on Tuesday, February 24, 2015, between 9-am, but he never showed up on February 24, 2015, so I called *** ***, and *** said he didn’t receive a call to come to my house on Tuesday He promised to come on Wednesday, February 25, 2015, and did come ***, stayed at my approximately or hours, checking several things upstairs and downstairs, and come up will types of excuses why this wouldn’t work, and that wouldn’t workFor every suggestion he made to fix the problem, he then came with an excuse why that wouldn’t work.Just before leaving he and I sat down at the kitchen table, *** suggested a Tankless Hot water tank, but don’t tell *** ***, he told me about a tankless hot water tank Then he suggested if I pay half for the Tankless Hot Water Tank, *** ***, would pay the other half.The problem unresolved, I still have the same problem Jim, said he would speak to *** ***, and I should receive a call from *** ***, right awayBut I have not heard from *** ***, February 20, I need the problem fixed as promised.Finally after *** ***, left my home on February 25, 2015, my basement ceiling starting leaking *** and *** from New Bath promised to fix that problem, and *** came by on February 25, fix that problem, *** stopped the leak but the ceiling tile is still missing.Sincerely,

I would like to update our initial response as some other events have occurred since our original response and we would like to update our response to the complaint as follows:On May 3 I went to the customer's home to do an inspection of the product and address the initial complaint.  Upon arrival Mrs. [redacted] greeted me and we progressed to the bathroom to look at the tub.  I asked her to demonstrate getting into the tub in order to confirm the tub was accessible for her.  She opened the door and stepped into the tub, she sat down and closed the door.  She did have to more her knees to the right in order to accommodate the closing of the door.  Once seated, neither of her sides touched the sidewalls of the tub.  Her shoulder also did not touch any of the control to her left.  However when she moved inside the tub her shoulder slightly grazed the controls.  The controls are pneumatic buttons which require some force to operate so it is highly unlikely that her grazing the controls would cause the controls to change in any way.  The fit on the tub was acceptable, and the major concern was over her getting in and out of the tub, once inside the tub she had plenty of room to move around and the grazing of the controls was not an issue as I assured her.  I told her that the fit of the tub was acceptable but we want to make her happy and I would look at the specs of some other tubs and get back to her with a solution.On May 5th I called the customer and left a message for her letting her know that I had a solution for her concerns.  On May 6th Mrs. [redacted] called back and we discussed the following:  I told her we had a tub (3052 model) that was slightly larger and had a completely different door configuration which swung out and was designed for someone in a wheelchair to put their chair next to the tub, once the door was opened, and slide from their chair to the tub.  We went into great detail to make sure the swing on the door would accommodate an ADA commode she was going to install and to make sure the new tub would have all the same features as her existing tub she purchased.  At the end of the conversation we both agreed to move forward with the new tub and once it arrived we would install the tub.  Later that day I put a rush order on the tub from our manufacturer, the tub shipped on 5/6 and arrived in our warehouse on 5/11.On May 9th we received an email (sent 5/8) from Mrs. [redacted] stating the following:  Please pass this to Jim.  Your Manager. My family was over this weekend, and said that 14,500 was a rip off, That your company was taking advantage of an elderly person.a new tub wont be enough to settle  my complaints.   It will only solve part.  Please remove your equipment and refund my money.Thank you, don't call unless you are going to give me my money. I have called Mrs. [redacted] on 5/10 & 5/11 multiple times on both her cell and home number leaving messages at both.  I have yet to hear back from Mrs. [redacted].  At this point we are willing to install the 3052 model tub which was agreed upon and ordered accordingly.  We await Mrs. [redacted] replying to our requests for her to call us.Sincerely,Stephen B[redacted]

Spoke with customer and scheduled a time on 3/20/2015 to look at the issue with the door.

In response to the complaint from [redacted] & [redacted], we have attached the pdf showing the note executed by the customer with an amortization table for the loan they received through our company.  The document also shows the amount of the loan they received from [redacted] with the...

terms of each loan.  they have made timely payment to us for the $4090.00 loan.  We have not had any lack of communication with them and have been calling them to schedule the most recent service however the phone number we had on file was their house number which has been disconnected since the original install was performed.  They have now given us another number and we have a service call setup for 10/3/17 between 2-3 pm.  We will update the complaint as soon as the service is performed on 10/3, prior to this most recent service the last service was performed on November of 2015. Regards,Stephen B[redacted]

We spoke to consumer, we are sending out our installer [redacted] on Tuesday morning between 9-10
am to run a plumbing line from the tub to the basement- make it crystal clear
that the texture in the ceiling in the dining room will not be perfect when we
are done- he said he understood

Below is a timeline of the events to date:On March 15, we received a complaint from Mrs. [redacted] that he tub door was too small for her to fit through.  On March 21st Danny K[redacted] went to Mrs. [redacted] residence and did an inspection of the tub and did a fit assessment to make sure the sizing was...

appropriate for this customer. It was determined at this visit that the tub was fitted properly for this consumer, although Mrs. [redacted] didn't have significant room inside the tub the tubs are not designed for a lot of room as a safety feature.May 3, I am going to the customers house today to hopefully bring resolution to this situation.  I will update the complaint once the on site visit is concluded. Sincerely,Stephen B[redacted]

This company did come out on 10/03/17 to take pictures of the things wrong like no brace in back of tub, hand rails rusted that were not supposed to rust, the one way check valve is not right. If drain is open so far it floods our floor and has ruined our celling in down stairs bathroom mold! 10/09/ a person that has talked to Ken said parts were not in yet, haven't heard from this company since. She also told Ken that she just took notes and gave them to a man named Stevie, Ken said have Stevie call me never heard from anyone but they are quick to take our money out every month!I tried to give my little granddaughter a shower not knowing the drain plug was all the way open which you should be able to do, anyway I noticed my feet were getting wet yeah soaked my floor again hopefully you will see in pictures. The guy that had been coming out when we would call would show up say we will get the part and be back and we would never hear from them.this will be going on for three years in March. If our pipes weren't made for this tub shouldn't they have told us that before they installed it. As for them not having another number for us is not true they communicated with my husband on his cell, our home number was not disconnected till this past September.what do we want from this you might ask, things fixed and fixed right! And be told we owe no more money to them say paid, we still owe them 1 thousand and some. We still have to pay Fargo for the rest for something we have to be carefull using!I also want my telling fixed would one of them live with mold. Three years is to long, and not hearing from them makes things worse! Thank you for your time[redacted]

In response to the complaint form Mr. [redacted],I will show the timeline below as that should give a complete picture of this project.March of 2017 Mr. [redacted] set an appointment with a company that we use to promote our products, in order for this to happen Mr. [redacted] had to opt in on a phone call then...

someone would get on the line and they verify that he has interest on our products, he was then transferred to another person that went into more detail on our products and made sure that he was interested in a free estimate, he was then passed to our call center and all his information was verified again as well as an appointment set for 3/31/17 at 2 pm.3/31/17 2 pm- Mr. [redacted] met with our senior care specialist, Beau, who went over all the features and benefits of the Jacuzzi product and showed Mr. [redacted] photos and brochures and explained in detail the entire installation.  He presented Mr. [redacted] with a contract and a price on the project.  Mr. [redacted] executed the contract for $16,645.40 and gave Beau a deposit of $4,645.00, for a Jacuzzi Salon Spa walk in tub.4/4/17 12:28 pm Stephen B[redacted] spoke with Mr. [redacted]- performed a welcome call, thanking Mr. [redacted] for his business and let him know that his tub was on order and asked if he had any questions.  Told him we would call when his product came and schedule the installation of the tub.4/19/17 10:43 am- Stephen B[redacted] left a message for Mr. [redacted] that his tub was in and we would like to schedule the install.4/20/17 9:07 am Michelle left a message for Mr. that we wanted to schedule the install of his tub for next week.4/20/17 4:41 pm Michelle spoke with Mr. [redacted] and he said he would check his schedule and get back to her for the install date and time.4/21/17 4:31 pm Michelle left a message for the Mr. to schedule the install.4/24/17 3:05 pm Michelle left a message for the Mr. to schedule the install.4/24/17 Mr [redacted] called and left a message that he was ready for the install4/25/17 8:21 am Michelle spoke with Mr. [redacted] and told him we would call back later in the week to schedule his install for next week.4/28/17 2:51 pm Michelle spoke with Mr. [redacted] and scheduled the install for 5/1/17 between 9-11 am and told him it would be a 2 day install.5/1/17  removed the customers existing tub and did all the necessary plumbing to accommodate the new tub.5/3/17 Mr. executed all the completion paperwork and had a complete 30 minute demonstration from his installer on the operation of the tub.  Mr [redacted] told the installer to have the office call him to collect the final balance.5/4/17 12:02 pm called and left message for Mr. to call Stephen B[redacted] back.5/5/17 12:02 pm Stephen B[redacted] called and left a message for the Mr. to call back to make arrangements to pay the balance.5/5/17 12:31 pm Stephen B[redacted] spoke with Mr for 30 minutes- Mr [redacted] explained that he didn't like the tub for various reasons, first the water pressure is not good, I explained to him that this was something that was controlled by whoever supplies his water and had nothing to do with the tub, Mr. [redacted] shared that he has had this problem for some time.  Second, that the tub drains slow, again this would be a situation with the plumbing in his home as we tie into his existing plumbing, Mr. [redacted] also shared with me that he has had multiple plumbers come to the home because of the drain, the lack of water flow and the fact that his main shutoff doesn't work properly and everyone he met with told him they wouldn't do the project.  We finished the conversation by agreeing that once he used the tub he would pay us and he also said that his bank account had been compromised and he didn't have access to his funds.  I told him I would come out and meet with him personally to go over all his concerns and to collect the final balance.  He said he didn't have his calendar and would get back to me.5/8/17 3:21 pm Stephen B[redacted] called and left a message.  5/9/17 12:41 pm Stephen B[redacted] spoke with Mr. [redacted] and Mr. [redacted] said he and his son were going to Toledo and couldn't meet today and would be back the next day and call then to setup an appointment for me to come out.5/11/17 evening-- Stephen B[redacted] stopped by the home of Mr. [redacted]- met with Mr. and discussed the situation, spent 90 minutes at his home, the job looked great, Mr. was not happy with many aspects of the job none of which were our companies responsibility, he mentioned the water pressure, drain time and broken shut off again all of which were pre- existing conditions that are not our companies responsibility.  Mr. [redacted] agreed and stated that he wanted to pay us.  Mr. [redacted] explained that he didn't have the money as he still had no access to his account but was going to go to his bank to get his account situation rectified.    He told me we could meet at the bank on Friday and we could get paid5/11/17 1:59 pm Stephen B[redacted] called no answer at home- left message on cell.5/12/17 11:38 am Mr. [redacted] called and requested a call back from Stephen B[redacted].5/12/17 11:51 am Stephen B[redacted] called and left message for Mr.5/12/17 12:53 pm Stephen B[redacted] spoke with Mr. [redacted] and Mr. said he wasn't sure he could make it to his lender today, his is now back to stating he doens't like the tub.  Mr. [redacted] said he would try and get us something either later today or Monday at the latest.5/12/17 2:58 pm Stephen B[redacted] spoke with [redacted] Bank ###-###-####) we gave [redacted] the wire transfer information for her to wire funds to us from Mr. [redacted], she put Mr. [redacted] on the phone, he expained as this point he could only wire us $10,500 which would leave a balance of $1500.5/15/17 8:16 am, [redacted], book keeper said we received a wire transfer from Mr. [redacted], for $10,500.5/18/17 12:37 pm Stephen B[redacted] left a message for Mr. [redacted] that we appreciate the wire transfer and want to make arrangements for the final balance.6/5/17 10:02 am Stephen B[redacted] called and left a message for Mr. [redacted].6/5/17 9:02 pm Mr. [redacted] called and left a message apologizing for not getting back to us and said he would reach out next week to get this resolved, also mentioned his life is a mess.6/6/17 10:07 am Stephen B[redacted] called and left a message for Mr. [redacted].6/14/17 12:36 pm Stephen B[redacted] called and left a message that we needed to resolve this issue and needed a call back by the end of the week or we would take the steps necessary to collect the balance.  6/19/17 12:44 pm Stephen B[redacted] called and left a message for the Mr. urging him to reach out to us so we can make arrangements for the final payment.6/20/17 1:07 emailed our attorney, [redacted], at [redacted], requesting she put a mechanics lien on Mr. [redacted] residence for the balance still owed.6/22/17 4:02 pm Mr left a message stating he fell in the tub and he does not wish to go thorough the "legal thing" and no one wins except the lawyers, but the tub has to come out, he also stated the tub flooded his home the other night, water came out of the bottom of the door.6/26/17 4:58 pm Stephen B[redacted] spoke wtih Mr. [redacted], he explained how the tub leaked all over the bathroom, but then he tried to fill it again and it doesn't leak, it was explained to him that he probably didn't have the door closed properly which is why it leaked all over the floor.  I offered to come out and service the door or build him a step (as he was complaining about the height of the step to get into the tub- it is approx 9"- he said he would try it again and call back if he has a problem, he said that we could sue him for the amount that is still owed but he is not paying .7/28/17 3:36 pm received the filed mechanics lien from our attorney.9/12/17 3:23 pm Stephen B[redacted] spoke with Mr. [redacted], he stated his tub leaked and he had to have [redacted] come and take care of the water, he wants us to come out and fix the leak, I told him we would as long as he paid the balance or pre-paid for a service call as he has no warranty until he pays for the tub.  He said he would get someone else to repair the tub, he was advised that this may void any warranty from the manufacturer, he said he didn't care.11/7/17 received complaint from the Revdex.comMr. [redacted] has been a difficult customer from the start, I have dealt with him myself personally, during much of this experience and he wanders from topic to topic and story to story.  At this point we are willing to service the tub as long as Mr. [redacted] either takes care of his balance or pre-pays for a service call for us to come out and service the tub.  I suspect that the reason the tub is leaking is because of user error as the tub operated fine in the beginning and Mr. [redacted] even admitted that he didn't operate the tub properly which is why the tub initially leaked, as per the note above on 6/26.Stephen B[redacted]PresidentNew Bath Inc.

I am rejecting this response because, I told Steve, when he said "well what would resolve the complaint,"   "that I would be happy to have $6???.00 refund," but that option got shot down, his tone? Steve sounded insulted that I asked for at least that.  So he said " well then what do you want me to tell them?"  I said tell them I didn't understand the Contract.  I never meant I didn't read the Contract  obviously i saw it, but I was talking with the salesman at the same time and he could have pointed that out to me. but he did not,  if he had, I can guarantee you I WOULD NOT HAVE PURCHASED IT.  Note: You only get half the picture There are other mitigating reasons which are personal, and I did mention that to Steve, that there were other things going on at the time and that I really didn't want to discuss:  like preparing for surgery, and medicated. Which the salesman knew because he was discussing his medical problems,  so  very good but distracting me; All I heard was the salesman pressuring  me  i.e. I needed to hurry up and get this moving as the tub wont be available.; In fact I was in the hospital when they installed it. Steve, He did give me a bigger door, which was excellent, but no matter what he sells me about the quality, the equipment, the extra labor to remove the one with smaller door, etc, and also how other tubs are higher priced but not as good,  The small door was resolved, but  I am not agreeing with his response.   The workers were excellent, I have no complaint about the installers.  feel I was pressured into accepting this tub/cost no matter what.  Steve please don't call me and ream me out about not calling you and give you a chance to resolve it,  You had your chance.  I don't appreciate the lecture.
Regards,
[redacted]