Re-Bath of Houston - Franchise

The report never states that the work was not sufficiently done and therefore needs to be redone They could not find any moisture and therefore could not tell you whether or not there is any mold We removed and replaced all of the damaged area, and testing an old piece of random sheetrock that had been removed and replaced does not mean that our work is flawed and not sufficient This is *** ***, the owner of the business

On April 6th my mother scheduled a free consultation with Re-Bath to look at our shower and get an estimate on remodeling it to make it bigger and more functional to use for disable people (my father who recently had a stroke and my brother is disable with a stroke 5years ago) The sales person was very confident and showed us how his product and company can make our current shower bigger and functionalWe were very happy to hear thatOnce we got to negotiating the cost, his initial estimate was far higher than we expected therefore like any customer asked for a discount Furthermore we requested that this project be completed by the end of April which is when we expect my dad to come home from the hospitalHe worked with the main office and secured a expedited date for material and extra days for the custom glass doors So we came to an agreement of 10k for the entire project and everything done by end of april with a few extra days for the doorThen we began going throug

Thank you for your correspondence We were under the belief that the customer was searching for their own form of financing, which is what our Designer was told by the customer last night We have no idea where the disconnect is, because we have no intention of keeping their deposit if
they do not want to do this project They never asked us for their deposit back, because we would have told them it's no problem We have been trying to contact them for months, and communication is very difficult because they do not answer their phone At any rate, we are not immoral and this complaint against our company was not necessary All that had to happen was a phone call to our office or to our Designer and all would have been fine I will contact the customer by email to confirm the cancellation of the project due to being denied financing and will return the deposit to them on Monday

The Re-Bath sales consultant visited my girl friend's townhome, where we live together, located at *** *** *** *** *** ** *** at approximately 6:PM on Friday August 12, We listened to the sales presentation and ended up deciding to remodel two bathrooms and we signed that night to get a discount and paid a $5,deposit
Monday we sent a text message to the sales consultant to tell him we wanted to change our contract and only do one of the bathroomsHe replied back via text that he would just write in in an e-mail and have us agree, which we never did agree to anythingIn my mind this nullifies the original agreement to do two bathroomsSo where there was mutual assent in agreeing to do the two bathroomsWe did cancel within the prescribed time from of business days after the date of this transaction
Tuesday afternoon we received the modified contract price via e-mailWednesday morning I e-mailed asking if the updated price included the price br

We called Rebath for the first time in April or MayWe wanted to replace our shower door to be framelessThe rep took measurements and said he'd call back with a quote...never to be heard from againWe still wanted the new door, so, we stopped into their showroom in early June, complained, and made a new apptThe new rep came by, did the measurements, etc, and told us it would be to get the doorHaving had shopped around, ~was about right for the new doorTurned out they meant to do the shower and the door! So, we then got the right quote of 3500....we said Ok, let's do itWe gave them a depositThey never scheduled the job, no matter how many times we called, then eventually the serviceman came to remeasure the area and was going to order the glass in a couple daysStill no response...I called Junior several times, and when I called him, he acted like there was a bad connection and hung up the phoneSo, I called the store, the manager Jason got on the phone with me to tell me that Junior said that there were issues in our bathroom, that they would have to dig out our closet for reinforcement ( keep in mind the shower was nowhere near the closet), that there wasnt a strong enough wall to hold it (it backs up to the outside brick wall for the house...), and that our shower opening slanted outward and would require additional money to fixI said all of that was crazy, and I went home and got a level...the shower indeed slanted in...we even poured water on it and it rolled back in the showerI called Jason back and told him the lies that Junior was making up and said he would just refund our moneyI said thats fine, and at this point, it was already almost august...and we were tired of waiting and the run around, and not to mention, they were at least 50% more than the going average rate for the doorI waited a week, nothing, My husband called Jason, and he talked down to him as if I was crazy and that he didnt know how to use a level...but, would send us a check if I gave them my information....that they already had, of courseI called confirmed the address that day...he said the check would be mailedIt takes day to get a check across town....I waited a week and it never cameI called and they told me, after a long wait, that it was in the mail and it was check I waited another days, the check never came...So, I called the bank and let them handle the fraudulent charge and all of this in great detail is recorded by themBottom line, these people are way over priced, unethical, dishonest...And who would pay 17K for a new shower? you could build a whole wing on your house for thatBy the way, the imaginary check that was in the mail has never arrived.....Surprise!

I purchased a sink and cabinet from Rebath The first time the product was delivered they made the sink top incorrectly They remade the sink top, when they installed it, the holes for the faucet were drilled to close to the sink basin When I called to speak to ReBath, they were very hostile and argumentative Since I was not getting anywhere with them, I filed a dispute on my credit card It was only after I filed the dispute that Rebate decided to come out and see for themselves Ritchie, the store Manager, came out and agreed that the holes for the faucet were not drilled correctly and would go back and speak to his boss about what could be done to fix it I waited a month and never heard back from Ritchie

Hello,First I'd like to apologize for any customer service delays in responding to your request We are under new management and are transitioning to a new customer service team in our office, so we deeply appreciate your patience It is my understanding that our fabulous new Operations
Manager reached out to you this morning and scheduled a site visit tomorrow (11/15) morning to address your concerns I am confident that he will ease your mind and be able to answer all of your questions We are constantly striving to improve our customer service and appreciate your feedback Thank you for your business!*** * ReBath

We never tried to divert attention away from any of the damage We arrived with the full intention of repairing the damage caused by the faulty O-Ring in the tub spout, and that is what we did We were never shown any damage on the other side of the garage, and we do not understand why it is being brought to our attention the week after the repairs were fully made, instead of while we were onsite We repaired every inch of damage that was caused by the faulty part that was installed, and we have absolutely nothing to gain by spending two full days making repairs that are not complete I think it is a smart idea for you to repair the other side of the garage because there is a reason that side has water damage that has nothing to do with the faulty O-Ring I look forward to hearing the resolution of that process, and again, please contact us if there are any further warranty claims that we can help you with

There was no reason to explore further, we removed all of the damaged area with you standing by our side and signing off on the work We consider this matter closed

There were things that were not told to us during the saleInformation was omitted that might have changed how we ordered the showerThe corner caddy color will not match the wallsAfter installation we noticed this and were told this was and the best they can doThere is a list of over cleaning products that cannot be used on the walls No abrasivesIf you use one of these it will void the warrantyIF you get a glass doors they are only warrantied for yearOurs now sags and it is now our problemThe shower fixture is only covered for yearOurs has been replaced once as defective, but now the replacement drips on the shower floorThe water dripping on the floor causes discoloration We have a paint can hanging from
the shower head to catch the water We dump it before every showerIF we don't do this the dripping water on the floor will discolor the floorThe shower walls are fragile, easily scratched, and difficult to dryA squeegee will scratch the walls We found a “dog drying mitt” that works to dry the wallsYou cannot use anything with a suction cup on the wallsIt voids the warrantyYou cannot install anything on the walls yourselfIt voids the warrantyThe original Grab bars were cheap and detract from the shower wallsWe had to upgradeWe were told that the corners and seams would be caulked with a color that matches the walls, and they would be done in a manner that would make the seams nearly invisibleThe seams were a different color and very visibleOur calls were not returned“Bigger” jobs were given priority to “smaller” jobsWe were told it would take weeks June 25th to Sept 12th is weeks from purchase Not counting
the glass shower door, which we bought later due to finances

The holes are drilled in the exact correct place that they should be for the faucet that you chose We cannot drill different holes in the top to accommodate your desire to have a smaller faucet The credit card company agreed with me and the work that we performed for you, that you signed off on, is 100% spot on We are more than happy to switch your faucet out for you, please just let us know

To Whom it May Concern:We fulfilled a Bathroom Remodeling contract in completion for *** *** on June 23, She signed the final completion paperwork after performing a final inspection walk-through with our installerWe installed everything she had on her contract, which are the items that
she chose during the initial design consultation.When we order custom cabinets and custom vanity tops, we order the custom counter-top providers to pre-drill holes into the top depending on what type of faucet the customer choosesThe only variables in where the holes are drilled are width, not front to back on the counter-topWhen it arrived, the holes were perfectly drilled to accommodate the specific faucets that the customer ordered per the contract, at inches wide.The customer signed off on all of the work, paid, and then called us back three days later to say that she was not satisfied with the specific faucets that she chose because they are too big for her likingWe are perfectly happy to swap those out for another faucet of her choosing, but she refuses that choice and instead disputed her credit card payment.Again, we are also happy to swap the faucets out for another one of her choosing if that is what she wants, but are not willing to waive money off the job, because we did exactly what we were supposed to doThey put $down and their final payment, which they willingly signed for and agreed upon, was $1598.26.We offer a warranty on all of our work, so if there are any outstanding issues we are happy to take care of themI don't know of anything outstanding except that she is unhappy with the faucets but refuses to change them.Thank you,Elena ***Re-Bath Owner281-216-

We have absolutely no reason to be dishonest or to provide extra free work for your mother at our own cost. As stated before, to allow more room in her shower without needing to charge you for a custom sized base we built a complimentary 7” shelf; normally that is an up-charge. We provided that for her for free. The shower is perfect, it is not a mess and is not incomplete. Again, we are more than happy to enlarge the shower base at the cost that you were originally quoted during the initial consultation.

We did look at all of the damage from the inside - we cut an enormous amount of sheetrock out in order to inspect the full extent of any damage, and we showed you the damage through the cut-out sheetrock.  We were all in agreement with what needed to happen, and we completed what we agreed upon, you signed off, and the matter was closed.  The area that you are now speaking about is on the opposite side of the garage, nowhere near where the bathroom is.  We stand behind our warranty, and we did everything that we needed to do to remedy the situation and to try to make you happy.  I understand that you would like the other side of the garage repaired, but the damage was not caused through any fault of ours.  If it was, we would have fixed it while we were there.  I have attached photographs of the situation for any interested parties to review.  One of them shows your [redacted] looking at the damage through the removed sheetrock with our installer.   I also have a voicemail that you left for me stating that the general estimate that was left by the insurance appraiser was just an estimate of damage, and that we couldn't really tell what damage there actually was until we opened up the wall and looked inside, which is exactly what we did with you by our side.   Here at Re-Bath we pride ourselves on our quality work and warranty, so please so not hesitate to call us if there are any other warranty issues that arise.

Hello Revdex.com,Thank you for bringing this customer's complaint to my attention.  I called Mrs. [redacted] regarding her recent installation provided by the ReBath of Houston office.  I advised Mrs. [redacted] that I will be scheduling a ReBath certified service technician to set up a convenient time to...

address her concerns she's referencing in her complaint. Our service technician will advise our corporate office on the best way to resolve her issues and answer any questions she may have. I provided Mrs. [redacted] my email and direct phone number as well. Sincerely,Lisa [redacted]ReBath, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Again, like always with Re-Bath, I spell out what the issue is and they start talking about something totally different.  The issue IS NOT the faucet.  The issue IS the sink top.  The holes were NOT drilled correctly.  Ritchie even came out and saw for himself that the holes were not drilled correctly.  After he left my house he was supposed to go talk to his boss.  I am assuming this never happened since you are talking about a totally different issue than I am.  Again, I am disputing the final payment as I am going to have to have another SINK TOP made with the holes drilled in the correct spot.  If Re-Bath stands behind their work/service than you should honor what you just put in writing and have another sink top made with the holes drilled in the correct spot.  Again, I am talking about the SINK TOP.  The SINK TOP is the item that is affixed to the cabinet.  
Regards,
[redacted]

Respectfully, the 36x36 shower base that was installed is exactly what is on the contract. Even if we came out to remove the shelf that you claim is unwanted, we would still re-install the 36x36 shower base that you ordered and were charged for, and your mother would have much less space.  If you would like a larger shower base, we need to charge you the price that you were originally quoted but did not desire to pay. We charge a second payment when the shower install is complete, which it is, and the final payment after the glass is installed. We have not ordered the glass yet due to the demand that we re-design and re-install the shower, but we have not charged you for the glass payment either because of this situation. We have done nothing dishonest or sneaky – we performed exactly what we were supposed to do.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Can you prove it's not caused by the faulty Tub Spout?
I don't think so! Your guys already saw some of the Exterior damage it caused.(walls, base boards, ceiling)
 The water came through the ceiling and that tells us there is more damage
beneath the surface but they didn't want to investigate further by cutting more drywall as stated in the report.

The mold report states that "Due to the fact that the leak had been resolved and the drywall had been replaced/and or allowed enough time to dry no moisture could be detected".  Again, ReBath is not responsible for the drywall work on the opposite side of the garage from where the leak happened, and we have already repaired the damage caused by the faulty O-Ring.

Hello, Thank you for your feedback, and I believe we have already fixed the issue at hand and that the problem has been solved.  We have made some internal management changes in the past few weeks, so if you call again for an issue, you should not have the same problems that you were having...

before.  Thank you for being a loyal customer and I hope you do not have to call back for any more warranties!