Rebath of Southwest Virginia

Mrand Mrs [redacted] I would like to start off by saying that I hope you are doing wellI understand that you have been going through a lot and I would like for you to know that we are holding your materials for you and would love the opportunity to give you a beautiful bathroom We understand that there were issues of concern that you had during this process.We appreciate your patience We certainly want to let you know that your concerns have been dealt with both internally, with our staff and externally with our vendors Many changes have been made to ensure that this will not be a common occurrenceWe have listened to what you have to say as well as other customer concerns and we take these matters very seriouslyAs you are already aware we have a new production manager and many other changes have been made as well We do apologize for the delays and we ask for the opportunity to give you a magnificent new bathroom! -- [redacted] ReBath of SW & Central VA

We have broken up our response into two sectionsThe first is from [redacted] , ReBath customer service specialistThe second is by ReBath owner, Nick Fallettawhich details at length our research into Ms [redacted] 's claim On 5-23-Ms [redacted] did sign a contract with us to install a new tubThe contract states that Ms [redacted] would give us the remaining 50% deposit once she received her refund from [redacted] Contract states: “mailing in $once her [redacted] refund is received” It is apparent to us reading the letter that Ms [redacted] has ReBath confused with [redacted] There are several issues that differentiate between ReBath and [redacted] In particular, the contract with us was for a replacement tub [redacted] contract was for a tub linerIn her letter to you, Ms [redacted] wrote that the first time “ReBath” came out to install, the equipment did not fit This would not be accurate for two reasonsFirst, we never had an installation scheduled and secondly, the equipment referred to not fitting would have been a tub liner [redacted] sold Ms [redacted] a tub linerReBath contracted for a replacement tub ReBath was never given the opportunity to installWe have tried on many occasions to schedule her installation, but she never returned the callIn fact, she never sent the additional amount of the depositWe continued with the ordering process on good faith, only to have invested more money than we receivedOn 5-I called to let Ms [redacted] know that we still have not received the checkShe said that it would be mailed outOn 6-24, I called again; Ms [redacted] claimed she will send her deposit in next weekMs [redacted] also followed with a phone call to her design consultant, [redacted] to let him know payment was to be mailedWe still have not received the deposit check However, we did continue to call Ms [redacted] to schedule: I have the notes listed most recent to first contact: 1-LM to schedule Kg 11-LM to sched KG 11-9LM to sched KG 11-8- LM to sched kg 9-25- I LM to schedule kg clld lm w/cus to inform mat will begin to ship week of 0915..RD Ms [redacted] stated that she could not get anyone to return her callThis was in fact our experienceAgain, this, we feel was a reference to [redacted] We have made every possible effort to provide Ms [redacted] with a beautiful bathroomWe have moved forward with the ordering process and have invested money, time and now the stress of an untrue and unfair assessment of the situation We are asking that you take this complaint off of the website as we feel that it is in reference to our competitor Thank you for your consideration, -- [redacted] SECTION : NICK FALLETTA'S RESPONSE We have spoken with Ms [redacted] at length She claims we were out to her home sometime in October We do not have any record of our visit We have interviewed ***, the one that would have scheduled the install, ***, our production Manager, and all of our installers that could have been sent to Ms [redacted] 's None have any recollection at all of the city and the circumstances Ms [redacted] stated she was told the tub did not fit upon our arrival That circumstance and city would have been recalled We have not had any installs in here areaThis is a brand new market for us So as to further our investigation we went to our telephone company call log to see if any calls incoming or out going were made to her from 9/26-11/ This log includes day, time, phone #, and duration of calls Note that a call was made to Ms [redacted] by [redacted] and a message was left on 9/and 11/ Our log does show these and other calls in above detail This search for calls from 9/26-11/came up empty So as to further our investigation we went to our vehicle tracking company ( [redacted] ) and searched if any of our install vehicles were at her home from dates of Sept through Nov The "historical location report" came up with no data which means none of our vehicles were present After we disclosed our findings to Ms [redacted] she stated we were out to install in July Although if was clear the dates in question were as stated above we again researched our telephone log and vehicle tracking She also stated later that other phone #s may have been used These #s were also researched with no occurrence According to the contract we should not have ordered any material for her job until she forwarded the balance of her depositAs noted in the details above when calls were made to Ms [redacted] about this balance due she stated several times the check was in the mail We had erroneously ordered the material before the balance was received Hard to fault my staff for this error and they are driven to complete by date posed We moved forward on good faith as we had anticipated the check was to arrive soon On the matter of the tub not fitting, we examined the tub ordered and instock to see if what we had would fit it is a standard size with the correct drain location thus the tub we have would fit well in her bath area We have exhausted every possibility that we could be in error Spent an inordinate amount of time and effort to find if we were on site for installation Our extensive resources show otherwise We were NOT the company that showed up to install We have the material instock, at our expense and ready to install although Ms [redacted] has not fulfilled her obligation of forwarded the balance due before we order material At this point we are concerned that there is defamation of character Something we do not take lightly We will continue to investigate this possibility further It is hoped that as the parties involved uncover more data it helps us to make that determination thus give us a reason to pursue action or not As always we are here for more discussion If any documentation of the above is required we would be glad to provide this to the consumer agencies only for review and verification Respectfully, -- Nick Falletta

Revdex.com: 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 have been waiting since April to get my refund -- still have not received it 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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Thank you so much for your assistance Regards, [redacted] ***

[redacted] contracted with ReBath on 7/for a bath remodel estimated for 12/10/On August 20th, ReBath reached out to Mr [redacted] to communicate a delay in estimated installation by an additional 4-weeksWe were expecting a delay due to increased salesMr [redacted] was very understandingAgain, we contacted the [redacted] on Sept 23rd as a courtesy to let them know that we were hiring additional installers to help with the work load, however, we were still looking at the extended delayWe spoke with Mr [redacted] fiance during this call and she was understanding as wellAgain on November 25th, we called to wish Mr [redacted] happy holidays and that we were still expecting the delay,installation estimated for possibly the end of JanuaryWe spoke with Mr [redacted] fiance for this call as wellOn December 29th, Mr [redacted] fiance called in and asked for the financing information to update their loanOn December 30th, ReBath received a call from our finance company, [redacted] , updating us that Mr [redacted] had updated his information for his loanOn January 7th, Mr [redacted] 's fiance called in to our office wanting to cancel her contractShe was referred to speak with management, and was told that they were out of town for a corporate meeting, but was told that she would receive a call at the end of the weekThe following day, our sales manager reached out to ***, Mr [redacted] 's fianceThey spoke at lengthShe was informed of the cancellation policyShe was interested in moving forward and was inquiring about an upgrade [redacted] prepared pricing to send out for Mr [redacted] for the upgrade On January 12th, [redacted] called to say that she had filed paperwork with the Revdex.comOn January 16th, [redacted] called the office again and said that she expected her install the following week or she would cancelThe following Tuesday, [redacted] called the office to advise that she was pressing charges against our sales manager and that he would be "taken out in hand cuffs"On January 23rd, I called and left a message asking if we could schedule the installationJanuary 27th, I left another message to schedule the installationJanuary 28th, [redacted] called to say that she would let a judge decide if they would move forward with the installationI called on February 4th and February 6th and left messages again asking if they would be interested in moving forward with the installationWe are holding the materialsWe are currently waiting to hear from the Lynchburg court notifying us of the upcoming court date-- [redacted] Customer Service ManagerReBath of SW & Central VA

Revdex.com: 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 REBATH is the only bathroom renovation company that dealt with from May through todayShortly after my initial interview with REBATH; they called me and stated that my tub had come in scratched, I was confused because I had not yet even paid them for the remainder of the deposit and the tub should not have even been ordered yetBecause things did not seem to be going smoothly, I decided to wait to hear from them before sending further fundsIt now seems to have been a smart choiceThrough miss installs, scratched/miss measured materials, and missed work for myself/hours lostedI was feed upREBATH did call in November, but I was not in the right mind set after my experiences with themBeing a mother of three, working two jobs, and going to school full-time is rough, but missing a day of work was a hard hit for meThe holidays came and went, during which I had to have my bathrrom plumbing fixedWhich would have taken place if REBATH would have showed up in October Now in and I no longer want or need to do business with REBATH, so I called them and requested that my funds be returned due to the fact that I received poor service, and no work was ever doneI was then told maybe I could have half back, and then after back and forths threw March I was told I would not receive anthing back due to the fact they had ordered the tub; even though it goes against their proceedures, and a mistake on their part, and because I would not let them installAt this point there was nothing left for me, but to file a complaint Since filing my complaint they have called me, and texted and untimately stated I am confused and nothing I say is trueThey have excuses for everything, or they flat out deny events that have taken placeWhile dealing with them in this situation I can see just how poor their customer service is, and their internal comunication is laughableIn reference to their claim I am confusing them with another company, please tell me why exactly I would call [redacted] for installations when they had stated they could not even perform the work I needed done in (prior to REBATH) due to my subflooring? Thus the sole purpose I was lead to de business with REBATHI would never recommend REBATH's services to anyone, and I am left feeling swindled and decievedIt is my request that they refund my money, due to the fact no work was ever done, and the materials that were ordered, should not have been, and is the mistake of REBATH Regards, [redacted]

ReBath of Swva has been providing custom bathrooms for customers for over years in Roanoke and the surrounding areas. We certainly appreciate the opportunity to respond to our customers’ concerns. The first concern regarding their installation time frame. The contract was agreed
upon in June of with and estimated installation date of October 2014. The customer was contacted in August and again in September to inform we were behind. We make every effort to meet our time frames. However, sometimes there are situations that are out of our control and we do apologize but we made every effort to keep our customers informed Being in business for more than years we’ have worked with many design variations which we have been able to accommodate. Unfortunately, we were not able to accommodate their very unique design. At this point we did reach to the customers to see if there were other viable options we could come up with that would allow us to give them the bathroom they desired. After deliberation both parties agreed to cancel the project We spoke with our finance company to get this matter resolved and get them a refundDuring this time the *** were also made aware of what we were doing. Once finalized we sent a release agreement to the customer which we received back on the 19th of MarchWe are refunding both the finance company and the *** directly for two separate paymentsThank you for giving us the opportunity to address our customers concerns

Mr *** has agreed to move forward with the installationWe are currently working with *** *** to see if we can work out some form of discount togetherI spoke with Mr *** and informed him that we are looking at mid -late August installation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I have received my refund
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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
Regards,
*** ***

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We are sorry to hear that Mr and Mrs *** are no longer interested in moving forward with their bath remodelWe understand the frustration regarding the delay.We would like to point out that on September 18th, we offered to schedule the installationOur design consultant, ***, called on 9/and also offered to schedule the installationWe left six messages between Sept and Oct 9thOn October 13th, I called again and was informed at that time that there were some health issuesUnderstandably,we were asked to leave the materials on hold and we would be contacted at a better time to install.We are sorry that we can't move forward any furtherWe offered a date and at the customer's request we postponed the installWhile we have offered a cancellation option,our true agenda is to provide the *** with a magnificent bathroom remodel *** ***Customer Service ManagerReBath of SW & Central VA

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
See attached
Regards,
*** ***

We are sending a full refund to Mr and Mrs ***Upon further review of the pictures and measurements of their bathroom, we were not able to do the installationThere is a chimney in the shower area that we tried to work aroundWe researched every possible source and were unable to find products available to install the job as sold.We contacted the customer to explain that we had made every effort but were just not able to do this jobWe have offered a full refundA release agreement was sent out to Mr ***This releases both of us from the contractWe have received the signed release agreement from Mr *** on 3/and the refund is processing through our bookkeeper. *** ***Customer Service ManagerReBath of SW & Central VA

I would like my deposit refunded
Regards,
*** ***

Revdex.com:
I have reviewed the response offer made by the
business in reference to complaint ID ***, and have determined that this
proposed action would not resolve my complaint. For your reference,
details of the offer I reviewed appear below
I have now attached my bank statements* and a faxed
letter and copy from my bank showing the check I wrote to ReBathIt is
ridiculous at this pointI paid Re-Bath, a deposit, and
the work was never doneI am very unsatisfied with my experience with them, and ask they return my deposit.
Regards,
*** ***
*

On 5-23-Ms *** did sign a contract with us to install a new tubThe contract states that Ms *** would give us the remaining 50% deposit once she received her refund from *** *** Contract states: “mailing in $once her *** *** refund is received”
It is
apparent to us reading the letter that Ms *** has ReBath confused with *** ***There are several issues that differentiate between ReBath and *** *** In particular, the contract with us was for a replacement tub*** *** contract was for a tub linerIn her letter to you, Ms *** wrote that the first time “ReBath” came out to install, the equipment did not fit This would not be accurate for two reasonsFirst, we never had an installation scheduled and secondly, the equipment referred to not fitting would have been a tub liner*** *** sold Ms *** a tub linerReBath contracted for a replacement tub
ReBath was never given the opportunity to installWe have tried on many occasions to schedule her installation, but she never returned the callIn fact, she never sent the additional amount of the depositWe continued with the ordering process on good faith, only to have invested more money than we receivedOn 5-I called to let Ms *** know that we still have not received the checkShe said that it would be mailed outOn 6-24, I called again; Ms *** claimed she will send her deposit in next weekMs *** also followed with a phone call to her design consultant, *** *** to let him know payment was to be mailedWe still have not received the deposit check
However, we did continue to call Ms *** to schedule: I have the notes listed most recent to first contact:
1-LM to schedule Kg
11-LM to sched KG
11-9LM to sched KG
11-8- LM to sched kg
9-25- I LM to schedule kg
clld lm w/cus to inform mat will begin to ship week of 0915..RD
Ms *** stated that she could not get anyone to return her callThis was in fact our experienceAgain, this, we feel was a reference to *** ***
We have made every possible effort to provide Ms *** with a beautiful bathroomWe have moved forward with the ordering process and have invested money, time and now the stress of an untrue and unfair assessment of the situation
We are asking that you take this complaint off of the website as we feel that it is in reference to our competitor
Thank you for your consideration,
*** ***
ReBath of SWVA
Customer Service Specialist

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We paid $4,April 2014, contract stated completion date would be August -- it's now December Please refund the $4,
Regards,
*** ***

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.
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.
I appreciate your concern for my wife's health, she is improving.
I feel we've been scammed.  Your TV ad states no down payment, no interest, yet the salesman insisted on a check for half the total price.  He left with a check for $4439.52 on April 4, 2014.
I have been more than patient.  The contract states completion of bath by 8/6/14.  No one contacted me until well after that date.
The job was postponed until well into October, which I said was too late.
I've requested a refund of my deposit and expect to hear from you soon.
With the changes you claim you've made, we may be able to work together on our other houses.
Regards,
[redacted]