Re-Bath of Houston - Franchise

Hello, I apologize for any miscommunication and we are returning to your home tomorrow to finish all of the work.

First of all your guy was out that [redacted] and [redacted] and I call the following [redacted] after speaking to my [redacted] the next day and realizing that you did not look at the damage through the hole you put in my closet wall. So it was not a week later( you may have gotten my messages a week later as communication is slowly processed there as I have witnessed). Anyway I thought the hole was the access point in which you made a determination on whether anything was damage from the water leak through my garage. but when I found out did not follow up as you said and also as the Insurance adjuster showed on the survey, I was livid. Secondly, please don't tell me what water damage can do because we have already experienced it dealing with this nightmare. in addition, there are catastrophies across the country dealing with water damage has done. If water is not contained it "WILL" spread. As I stated earlier you were given specific instructions on paper documents by a professional Insurance adjuster but you chose to ignore and do what you wanted to do. lastly, this was not about pleasing the customer, it was about self gratification. Had you thoroughly went through the details, this complaint would not be filed. I signed the paperwork thinking that you had looked at the problem from the inside wall and determined there was no damage. I don't feel I have to babysit professional Adults.

I look forward to hearing the result of the findings.  Please call us when you have information that points to the faulty O-Ring as the cause of the damage on the opposite side of the garage.

Hello Revdex.com,I have spoken with Mr. [redacted] in great detail, and together we have come to a resolution and he is prepared to close this claim. Sincerely,Lisa [redacted]ReBath, LLC

Revdex.com:
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.  ClientI could see them now. Then for the next step, what should I do? I mean, I have already paid and the project was finished on FRI 9/18, not on WED 9/16. The service itself was ok. But I am not sartisfied with the customer service itself at all. Their action for Revdex.com is super great as you can see. They send this message just 2hours later the project was done! So quick action for Revdex.com, but not for us.

Thank you for your comments, and we deeply apologize for any miscommunication.  Because of the Hurricane, we had delays in shipping with some of our materials.  We have you on the schedule to start your project next week on 9/25 - if this is not convenient or if you have any further...

concerns, please do not hesitate to contact us directly and we are more than happy to work with you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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.

Thank you for submitting your information.  If you recall, during the initial consultation, we spoke with you about installing a larger shower base to accommodate your desire for a larger space, but, as you stated, you wanted a discount and did not want to pay the upgraded price for the larger...

custom-sized shower base. Therefore, you agreed to pay the price for a standard shower base, 36x36, so that you could save a bit of money. We originally designed the shower with the 36x36 base pushed up against the back wall, but after hearing and listening to your concerns for a larger space, we were able to design the shelf in the back to provide you with 7” more room without needing to charge you the upgraded price for a custom-sized, larger shower base. We did this at our expense, without charging you anything, and normally that is a $350 up-charge. We also normally have at least a 6 week turnaround time due to custom materials being ordered and delivered, but we expedited the entire project for you due to medical concerns. When we performed the installation, we installed exactly what is on the contract, a 36x36 base. We did everything we said we would do, and completed the project in two days, ending on May 4th. After we finished, we were told that we needed to rip the entire shower out and install a custom-sized larger shower base at our expense. However, we performed exactly what we all agreed upon, and the installation is perfect. We are more than happy to remove the existing standard sized shower base, but the situation is exactly the same as it was during the initial consultation – the custom-sized shower base is more expensive for you and for us, and will need to be paid for in order for us to re-install your shower. We stand by our work and by the contract that we all agreed upon and do not feel like it is fair to our workers or our company that we offered you the larger shower base to begin with that you did not want to pay for but are now asked to perform free work when we did nothing wrong.

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.  
We have been informed, the propriety materials necessary to complete our bathroom are locked up in the franchise warehouse and are unavailble and has not been determined when they will become available. We were promised this remodel would take no more than 3 days and we are now going on 2 months with no foreseeable plan to complete. The corporate office has replied to "some" emails and answered "some" questions, but tend to ignore others continually saying they're working on this issue without explaning what has been done or being done to resolve. They say they are working on legal issues between the franchise...which has already been a month. We have suggested to simply reorder materials but have received no response. Our bathroom remains inoperable with no foreseeable completion time frame.
Regards,

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, it is very disappointing that REBATH again fail to admit and take responsibility for the dishonest work of their sales person.  Your sales person is the one that lead to this current state of the shower and in covering his dishonesty we the customer are being forced to pay addition to fix the mess he created.  It is not our fault... we are not getting the shower we asked for and want!!!   We are 120% dissatisfied with how the shower has been installed because AGAIN we DID NOT CONSENT for the shelf and would have not agreed to the base size if your sales person communicated that the base size required a shelf or us having a SMALLER SHOWER.  WHICH AGAIN WE MADE SUPER CLEAR TO THE SALES PERSON THAT THE SIZE OF THIS SHOWER IS IMPORTANT AND NEEDS TO BIGGER!!!  AGAIN this is a clear fact because you TAMPERED with the contract WITHOUT our consent.  I did not consent to ordering of the shower doors and therefore did NOT consent to charging of my credit card!! The contract clearly written that the credit card was only to be used for the downpayment... ATTACHING A SNAP SHOT WHERE IN THE CONTRACT THAT ONLY THE 3K WAS CONSENTED TO BE CHARGED ON THE CREDIT CARD!!!!FAULT OF REBATH:#1. MISLEADING CUSTOMER TO AGREE TO AN INCORRECT BASE SIZE THEN,#2. FAILURE TO COMMUNICATE WITH CUSTOMER REGARDING THE IMPORTANT INFORMATION REGARDING THE BASE SIZE SELECTED.#3. TAMPERING WITH A COMPLETE CONTRACT TO COVER DISHONEST IN #1 & #2 THEN,#4.  INSTALLING THE SHELF WITHOUT THE CUSTOMER'S CONSENT#5. FAILURE TO COMMUNICATE AND RECIEVE ANY CONSENT FROM THE CUSTOMER BEFORE CHARGING THEIR CREDIT CARD.  TO PUT THE BLAME ON THE CUSTOMER AND CHARGE THEM IN ORDER TO CORRECT REBATH'S FAULT IS AGAIN, DISHONEST AND POOR SERVICE!!! 
Regards,

We absolutely did agree to fix the hole in the ceiling, even though we did not cause the hole.  We offered that as a courtesy to you, but you refused.  We are happy to fix the hole but we would like you to sign off first that you already had previous water damage when you bought the home,...

which is what you told us in the first place.  Again, we are happy to fix it for free as a courtesy to you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
This acceptance is in reference to complaint ID [redacted] visited my home in person this morning.  He investigated my concern as to whether or not the permanent section of glass is securely held in place.  He advised it is held in place properly, meeting company safety standards.  He also confirmed should I have any problems in the future, ReBath would take care of that under their lifetime guarantee.  I accept his determination, which I find satisfactory to me.  I must add that I greatly appreciated him contacting me promptly yesterday morning, and making arrangements to visit my home this morning.I also want the thank the Revdex.com for their prompt assistance in this matter.
[redacted]11/15/2016

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.]If you were going to fix the hole it could have been taken care of last week or the week before or the same day I first brought it up to Eric the installer. But that in fact was not the case. Either Eric did not pass the complaint on at first or it was ignored then he was moved to another job. Then I showed Christian the drywall guy and again he either did not pass it on or it was ignored. Then Ritchy came to my home after I begged to get someone here who could finish up the job which was started a full month earlier. He saw the hole and said he would have to get with Greg to see if it could be repaired this was on a Thursday I didn't here anything back until Tuesday and that was only after I made several attempts to contact Ritchy. What I was told was they would not be able to repair the hole because there was a water mark on the ceiling. A water mark is not a hole the hole was created by a Re-bath employee. It was an accident but one that should have been taken care of with no argument or push back. In the end after a complaint was made I was told they could fix the hole but only if I signed a paper saying there employee did not make the hole. This is unethical and not the way any responsible business owner should respond and it is certainly not how someone who is"happy to fix the hole" would react. I no longer want Re-bath in my home because I do not like the way I was treated or how I was indirectly accused of lying about a hole in the ceiling that Greg repeatedly said he would not fix if I did not sign his paper which would say they didn't create a hole that they did create. I do feel I should be refunded the amount it will cost to have the hole repaired as well as the amount for the towel bar which they could not install do to ordering one that was to large for the space which to this date has not been mentioned by Greg even though the day Ritchy was here he did acknowledge it and I watched him write it down. Re-bath was very quick to get there last payment even before the initial job was completed but I will be interested to see just how long it will take to get back even the small amount the towel bar probably cost. I have also requested an itemized bill and was told by the receptionist she didn't think they did that but Ritchy would look in to it. I not been contacted about it.
Regards,

At this point you failed once again and did not read the full report, taking out of it what you see fit to save the reputation of your Companies flawed patch up work & according to the testing that was done by a licensed Mold Specialist, the work was not sufficiently done and therefore needs to be redone. He checked both areas and the reading he got the high mold reading, was the repairs you did yourself in the garage (meaning the hole Re Bath cut and took pictures of). that is what I'm referring to right now.
I would like to know to whom I am speaking to...I need your name and your position with Re Bath.
You know who I am, and now I think it's time I know who you are which is proper email etiquette
when you are addressing someone.

Please see Mold Report attachment...Mediation is request if there is no agreement made to come back out to complete the repairs efficiently!

Hello, Thank you for your feedback.  The contract that you signed on 8/12 begins the 3 day right to cancel.  You told us on 8/18 that you wanted to cancel your contract after we let you know that since you downgraded from 2 bathrooms to 1 bathroom, you lost your multi-bathroom discount....

 Immediately you wanted to cancel, but unfortunately the three day period had already passed.  We are more than happy to work with you to install the 1 bathroom that you agreed upon.  I have attached a copy of all of the emails that have gone back and forth for the Revdex.com to review.

I only have a carbon copy of the contract and my copy does not scan properly. My name is signed on the second customer line on each copy of the contract. You can see where there are marking on the "date" line. You will have to get the original contract from ReBath to see that I am a party to this. And honestly you can't read the date the contract was entered into from my copy of the contract so in order to confirm the date the contract was originally signed you would have to have a copy of the original contract from ReBath, unless you're just taking their word for it which it sounds like you very well could be.Is ReBath disputing that I'm a party to this contract? I paid the deposit and signed as the second customer.I have attached the Texas Business and Commerce Code to which I'm referring with highlights. If you're having trouble finding the completed Cancellation Form which is required under Sec. 601.053 that is because one does not exist and if ReBath is able to produce one it is because they fabricated it and we do not have a copy, easily detachable or otherwise.In either event ReBath has given us no products or services. In which case they are legally obligated to return the deposit, which they still have not. Which they charged the deposit to my credit card.

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.  I had to pay my first bill last night and not only is the job not finished but there was further damage to my  home from the first part of the job they have failed to complete repairs to.  They promised to have it finished on Friday and never showed up.  My financing terms have already started and I am not confident tomorrow will go well as everything they have done so far has taken a month and still aren't complete prior to starting the second job.  If the second part of the job goes like the first, we can be months in of me making payments, using vacation days for them in lieu of pleasure all at my expense with nothing on their part. They won't even call to tell us they aren't coming until the day is over which causes my husband and me to take unnecessary days of in addition to the already too many days to take off. We were assured the job would not take weeks much less months to complete.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Hello,It is our policy to provide a three day cancellation period on all signed contracts.  Unfortunately, you contacted us beyond the cancellation period.  When we heard back from you regarding your decision to put you into our installation schedule, we fit you in the soonest that we...

could.  We are scheduled to come out to your home to complete your project on September 21st.  If you have any questions, feel free to call us at the office at [redacted].Thank you,Elena M[redacted]

That is not true,
My [redacted] said he showed you where the water was flowing through the garage ceiling, so why YOU" chose to go to the other side (left) of the garage is beyond me...I totally don't get it at all! Nevertheless, I will get back to you with the results of our findings, but based on how this matter is going now, it sounds like you will not admit you were wrong and at fault and will continue to be in denial.