Mr*** has previous plumbing issues. When my men came to begin demolition in his bathroom, Mr*** had plumbers already there working in the bathroom we were getting ready to remodel. On his vanity and sinks, we only replaced the faucets and p-traps that connects into his
previous plumbing.We have never re-plumbed a houseWe are remodels and tell our costumers that we will replace what is exposed.I.E Shower head, sink faucet, p-trap ectWe recommend Mr*** 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.*** ***
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
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
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,
[redacted]
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,
[redacted]
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!
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,
[redacted]
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...
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.
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]
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.
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,
[redacted]
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]
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,
[redacted]
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,
[redacted]
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 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,
[redacted]
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
[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,
[redacted]
Mr*** has previous plumbing issues. When my men came to begin demolition in his bathroom, Mr*** had plumbers already there working in the bathroom we were getting ready to remodel. On his vanity and sinks, we only replaced the faucets and p-traps that connects into his
previous plumbing.We have never re-plumbed a houseWe are remodels and tell our costumers that we will replace what is exposed.I.E Shower head, sink faucet, p-trap ectWe recommend Mr*** 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.*** ***
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
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
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,
[redacted]
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.
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,
[redacted]
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!
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,
[redacted]
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.
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.
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]
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.
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,
[redacted]
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]
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,
[redacted]
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,
[redacted]
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 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,
[redacted]
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
[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,
[redacted]