Re-Bath of Northern Delaware

The customer did sign a contract with us and on 6/3/ourlead time states 6-weeks. On 7/31/2015an install date was established for 8/19/and 8/20/2015. As the customer stated, reusing the vanitywould be an issues since the old one was in bad shape. The customer
picked out a vanity that did notfit the existing plumbing configuration, because the draws were in the wayWeinstructed our employee to relocate the line at no additional cost. Since the line had to be relocated, and ourwall had been already installed, the wall would then have to be replaced. This was also extra time and materials thatwe were going to do at no cost.There were issues that we had to go back and resolve. When we sent another tech to service thetoilet, he found that the discharge pump was unplugged. Our tech thought it was unplugged because hewas going to clean it. After the repairswere made, the pump was left plugged in. The pump burned out because it had a defective float. We were unaware that the pump was notworking. Since we left it plugged in, weagain took the responsibility and the cost of replacing the pump was not passedon to the homeowner.In regards to the subcontracting issue, when we do our work,the employee is being supervised by a licensed plumbing contractor (***). That employee is on the payrollof both our company and ***’s plumbing, he is not a contracted employee. Since the employee receives a W-from eachcompany he is not regarded as a contracted employee. As far as the permit is concerned, the permit *** wassubmitted for the plumbing work to move lines behind the sink. Again, this was additional cost to thecompany that was not passed along to the customer. There has been additional service performed beyond the ***of the contract and we have not asked for any additional cost There is a balance of $10,most of the workcompleted. We are willing to finish anyopen issues, relocating the water lines under the sink and replace the wallbehind the sink at no addition charge

Revdex.com:I AM ACCEPTING THIS RESOLUTION UNDER PROTEST MR *** WOULN'T BUDGE ON THE CONVERSATION HE HAD WITH MY HUSBAND ABOUT ACCEPTING THE DEBT OF $*** DIDN'T DISCUSS IT WITH ME UNTIL AFTER THE FACT, I ORIGINALLY CALLED MR *** 9/AND AGAIN 9/HE WAS NEVER AVAILABLEHE PUTS ALL THE PHONE CALL GAME ON ME I FEEL HE WAS SIMPLY AVOIDING MEI EXPLAINED ABOUT THE DATES OF CANCELLATION WHICH WAS ON 7/NOT 7/AND NOT CANCELLED BY *** BUT BY ME, I SPOKE WITH *** WHO I HAD TALKED TO SEVERAL TIMES REGARDING THIS MATTERI TOLD MR *** THE DEATH IN THE FAMILY WAS A PRIVATE FAMILY MATTER AND WE WERE NOT GOING TO SEND HIM PAPAERWORK REGARDING THE PASSING TO USE AS A HARDSHIPI AM CONCERNED ABOUT THE HIGH COST, YES ITS JUST TOO MUCH AND I WILL BE OUT OF WORK FOR MONTHS FOR SURGERY AND MY HUSBAND WILL BE HOME WITH ME FOR A MONTH UNPAID TAKING CARE OF OUR HOUSEHOLD AND PETS BECAUSE I WILL BE UNABLE TOI APPEALED TO HIS HUMAN SIDE I GUESS HE DOESN'T HAVE ONE BECAUSE HE BASICALLY TOLD ME TOO BAD YOU SIGNED THE CONTRACTI AGREED THAT WE DID AND IT WAS A MISTAKE, WE WON'T DO THAT AGAIN THANK YOU FOR YOUR HELP REGARDIGN THIS ISSUE, I WOULD JUST LIKE TO WARN OTHERS READ THE FINE PRINT.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

[redacted]' response:
On June 20th, 2014 [redacted] signed
a contract to remodel their bathroom for $6821.00.  On July 7th, [redacted] called me to
cancel his contract.  This was well past
the three day recession period.  I
informed...

[redacted] that his project had already been processed and at this point
they would be responsible for cost incurred. 
[redacted] went on to inform me that his mother had passed and he had to pay
for the funeral.  I told [redacted] that our
company did have a Hardship Policy and that if he would like to process this as
a hardship case I would be able to issue a complete refund.  He said that he did not want to be bothered
with that and he wanted to know how much he would have to pay.  I told him I would pull his file and email
him the information.  I calculated our
loss at $591.05 and sent him out the information.  I followed up with [redacted] to make sure he
received the email and he said yes and he wanted to review it with his wife
first.  [redacted] called back on the 14th  and agreed to the charge.  On the 16th we were notified that
they were disputing the charge.  I
supplied the credit card company with a copy of the contract and the notes of
our communications in which the credit card company ruled in favor of us.
[redacted] called on September 16th to discuss
the charges with me.  At that time I was
in Washington DC for a conference.  She
left me a message that she would call me back on Friday the 19th but
I never heard from her.  I returned today (September 29th)
from vacation and called Karen to discuss. 
She informed me that [redacted] had never discussed it with her.  After talking with Karen it appears that it
was just more than they wanted to spend on their bathroom at this point.  I offered again to process it under the
Hardship Policy and she declined.  She
agreed to pay what was owed.

Review: We were looking for a company to Renovate one of our bathrooms in our home. We contacted Home Depot Contractor services and they referred us to a company by the name os CBR/ Re.Bath. They sent a sales reprsentative to us by the name of [redacted] who cam to our house on 6/3/2015. He gaves us a very thorough Power Point presentation on their accolades as a company. During the presentation [redacted] stressed how their company doesn't use sub contractors and that they only use in-house employees in all phases of the renovation. We signed a contract for the desired work on 6/3/2015. We gave them a deposit of approx 40% of the total cost so that equipment could be ordered. The work was finally scheduled to work on 8/19/2015. The CBR/Re.Bath Emplyees arrived on 8/19/2015 to start the renovation. As the renovation proceeded the lead tech on site stated that the present bath vanity which was to be re-used was in too bad shape and instructed us to get a new one as they were continuing the renovation. We picked up a new vanity and the renovation proceeded. The job continued into 8/20/2015. On 8/20/2015 the lead tech stated all the work was done with the exception of needing to install a different style toilet other than the one that was specified in the order due to space limitations. The lead tech was trying to get us to sign the service order stating the work was completed. We wouldn't sign it and we wouldn't give final payment as he requested. We stated we wouldn't sign as complete until job was complete. The lead tech stated that it is normal to sign for completion even if there is an outstanding item left to be resolved. We still wouldn't sign the service order but it was very apparent that they were only focused on payment and not job completion. After the employees left I ran the water for the shower and vanity and found that the vanity was leaking water. After close inspection I found the handles/mount was loose for the water at the vanity. The cold water supply valve manifold was done poorly and was at an angle and looked terrible. A few days later they arrived with the replacement toilet. I supervised the installation at this time. The tech was very talkative and volunteered that he doesn't have a background in plumbing and his specialty was wood working and framing. That was obvious because he installed the toilet and it was installed level. I informed him it was not level and his answer was that the floor wasn't level. I asked him to put a level on it and he stated he didn't have one. I went a pulled a level out of my tool bag and showed him that the floor was level and that the toilet was not. I had to keep telling him to make the toilet level and he evntually put shims im place and did so. It was insulting that he actually tried to convince me that the floor wasn't level when the previous toilet sat level. it was at this time I was very concerned about the qualification of their employees. I contacted the manager about the other issues that identified that needed to pe rpaired and they said they would send another tech a 4 days later. I wanted the job done correctly so I decided to wait just to ensure the job was done right. 4 days later they sent a tech in an unmarked van. He fixed the loose valve manifold and the water leak at the vanity. But when it came to fixing the cold water isolation valve assembly under the sink he made it very clear he didn't want to. He spent more time arguing with me about the vailidity of my observation . In the process he destroyed the waste pump that pumps the waste water from that bathroom to the septic system. it was at this point I instructed him to leave and I wanted their managment to come on site and address these issues. 3 days later a Plumbing company by the name of " [redacted] ' showed up as well as a manager from CBR/ RE.Bath. I immediately asked the CBR Manager why this plumbing person was here and he stated that this comapny does their plumbing work and that the tech that came here 3 days prior was tech from the Plumbing Company even though the tech represented himself as a Re.Bath employee. I told the manager that I was very clear with the sales rep. [redacted] that I didn't want a company that uses sub contractors and [redacted] clearly stated in his presentation that Re. Bath doesn't use sub contractors. The manager stated that this Plumbing company wasn't a sub contractor per say. I asked the manager if the tech that came 3 days ago was an official employee of the Re. Bath company and he said no but that doesn't mean he is a subcontractor. this issue bothered me. Since then the Plumbing company did replace the pump they destroyed and we have been waiting for Re.Bath to get the equipment needed to finish the job. We have since then recieved the permit for the work from our township and under the plumbing application it was not the Re.Bath company but it was the "[redacted] " company. It has become very apparent that Re.Bath doesn't own a plumbing license in New Jersey under their name and that any plumbing work would be done under "[redacted]'s " plumbing license. This is completely contradictory to the presentation that was given to us and the statement that the manger made to us as well. On the permit the company falsified the amount that the project cost was. Re. BAth has on every level lied to us multiple times about the way they do business. Their poor workmanship only brought this to light. We have been lied to so many times by this company that we no longer want this company in our home. They are not authorized to do plumbing work in New Jersey and their original contract does not state that they are using a separate company for all their plumbing work. I was very persistent on 6/3/2015 that I didn't want a comapny that uses subcontractors due to issues such as these. This comaony needs to be looked for Fraudulent advertising and Misrepresentaion as an authorized company to perfrom plumbing work in New Jersey. If you have any questions about he details provided please feel free to contact me.Desired Settlement: This project is not complete and we will not honor payment for the remaining balance since the contract we signed has proven to be fraudulent.

Business

Response:

The customer did sign a contract with us and on 6/3/2015 ourlead time states 6-8 weeks. On 7/31/2015an install date was established for 8/19/2015 and 8/20/2015. As the customer stated, reusing the vanitywould be an issues since the old one was in bad shape. The customer picked out a vanity that did notfit the existing plumbing configuration, because the draws were in the way. Weinstructed our employee to relocate the line at no additional cost. Since the line had to be relocated, and ourwall had been already installed, the wall would then have to be replaced. This was also extra time and materials thatwe were going to do at no cost.There were issues that we had to go back and resolve. When we sent another tech to service thetoilet, he found that the discharge pump was unplugged. Our tech thought it was unplugged because hewas going to clean it. After the repairswere made, the pump was left plugged in. The pump burned out because it had a defective float. We were unaware that the pump was notworking. Since we left it plugged in, weagain took the responsibility and the cost of replacing the pump was not passedon to the homeowner.In regards to the subcontracting issue, when we do our work,the employee is being supervised by a licensed plumbing contractor ([redacted]). That employee is on the payrollof both our company and [redacted]’s plumbing, he is not a contracted employee. Since the employee receives a W-2 from eachcompany he is not regarded as a contracted employee. As far as the permit is concerned, the permit [redacted] wassubmitted for the plumbing work to move lines behind the sink. Again, this was additional cost to thecompany that was not passed along to the customer. There has been additional service performed beyond the [redacted]of the contract and we have not asked for any additional cost. There is a balance of $10,400 most of the workcompleted. We are willing to finish anyopen issues, relocating the water lines under the sink and replace the wallbehind the sink at no addition charge.

Review: we are disputing the charges from a rebath contract that we signed, for a tub and wall surround the quoted price was approximately $6800.00, I was uncomfortable with the high dollar amount and after discussing it we decided to cancel the job. rebath was ignoring our calls, the people we needed to speak to regarding the cancellation were never available. I called home depot and they filed a dispute because our card was charged a $1500.00 deposit, home depot didn't really help us, my husband was able to get in touch with [redacted] @ rebath, he felt pressured into agreeing to a penalty fee of $591 which is outrageous considering we received nothing in return. we had 3 days to cancel, I called on july 3rd to inform home depot of the cancellation, the customer service rep said our account was charged on 7/1 so technically we cancelled within the 3 day time period. I called rebath and informed them of our wish to cancel of course no one was available to speak to at that time. I am home on vacation and having surgery next week so I have time to pursue this issue, if we elect not to pay it will ruin our credit, which is exceptional and always has been. I contacted rebath on 9/16 and left a message for brian again, I tried again on the 22nd and today is the 23rd and still no response. thanking you in advance for your consideration. [redacted]Desired Settlement: we would like a full refund of the $591

Business

Response:

[redacted]' response:

On June 20th, 2014 [redacted] signed

a contract to remodel their bathroom for $6821.00. On July 7th, [redacted] called me to

cancel his contract. This was well past

the three day recession period. I

informed [redacted] that his project had already been processed and at this point

they would be responsible for cost incurred.

[redacted] went on to inform me that his mother had passed and he had to pay

for the funeral. I told [redacted] that our

company did have a Hardship Policy and that if he would like to process this as

a hardship case I would be able to issue a complete refund. He said that he did not want to be bothered

with that and he wanted to know how much he would have to pay. I told him I would pull his file and email

him the information. I calculated our

loss at $591.05 and sent him out the information. I followed up with [redacted] to make sure he

received the email and he said yes and he wanted to review it with his wife

first. [redacted] called back on the 14th and agreed to the charge. On the 16th we were notified that

they were disputing the charge. I

supplied the credit card company with a copy of the contract and the notes of

our communications in which the credit card company ruled in favor of us.

[redacted] called on September 16th to discuss

the charges with me. At that time I was

in Washington DC for a conference. She

left me a message that she would call me back on Friday the 19th but

I never heard from her. I returned today (September 29th)

from vacation and called Karen to discuss.

She informed me that [redacted] had never discussed it with her. After talking with Karen it appears that it

was just more than they wanted to spend on their bathroom at this point. I offered again to process it under the

Hardship Policy and she declined. She

agreed to pay what was owed.

Consumer

Response:

I AM ACCEPTING THIS RESOLUTION UNDER PROTEST MR [redacted] WOULN'T BUDGE ON THE CONVERSATION HE HAD WITH MY HUSBAND ABOUT ACCEPTING THE DEBT OF $591 [redacted] DIDN'T DISCUSS IT WITH ME UNTIL AFTER THE FACT, I ORIGINALLY CALLED MR [redacted] 9/9 AND AGAIN 9/16 HE WAS NEVER AVAILABLE. HE PUTS ALL THE PHONE CALL GAME ON ME I FEEL HE WAS SIMPLY AVOIDING ME. I EXPLAINED ABOUT THE DATES OF CANCELLATION WHICH WAS ON 7/3 NOT 7/7 AND NOT CANCELLED BY [redacted] BUT BY ME, I SPOKE WITH [redacted] WHO I HAD TALKED TO SEVERAL TIMES REGARDING THIS MATTER. I TOLD MR [redacted] THE DEATH IN THE FAMILY WAS A PRIVATE FAMILY MATTER AND WE WERE NOT GOING TO SEND HIM PAPAERWORK REGARDING THE PASSING TO USE AS A HARDSHIP. I AM CONCERNED ABOUT THE HIGH COST, YES ITS JUST TOO MUCH AND I WILL BE OUT OF WORK FOR 3 MONTHS FOR SURGERY AND MY HUSBAND WILL BE HOME WITH ME FOR A MONTH UNPAID TAKING CARE OF OUR HOUSEHOLD AND PETS BECAUSE I WILL BE UNABLE TO. I APPEALED TO HIS HUMAN SIDE I GUESS HE DOESN'T HAVE ONE BECAUSE HE BASICALLY TOLD ME TOO BAD YOU SIGNED THE CONTRACT. I AGREED THAT WE DID AND IT WAS A MISTAKE, WE WON'T DO THAT AGAIN. THANK YOU FOR YOUR HELP REGARDIGN THIS ISSUE, I WOULD JUST LIKE TO WARN OTHERS READ THE FINE PRINT.

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