Rebath of Southwest Virginia

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me.  We were never contacted in July after signing the contract with [redacted]. We were also never told that there would be a delay because an electrician was needed. I did contact the office to compliment them on the contractor that completed the job 9/26/14. He was very good and I found no fault with his work. He cleaned up every day and protected the carpet. He was very respectful of my father and a very nice gentleman. Only because of the contractor do I consider this closed, but I would never refer Rebath to anyone.
Thank you for your assistance.
 
 
 
 
 
 
Regards,
[redacted]

Please see attached paperwork for [redacted]. We installed his bathroom on 6-24-15 He requested a change order for his shower door (see attached). We installed the door for him on 7-30 and collected the balance at that time.

Mr. and Mrs [redacted]
I would like to start off by saying that I hope you are doing well. I 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 occurrence. We have listened to what you have to say as well as other customer concerns and we take these matters very seriously. As 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

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 2013 through today. Shortly 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 yet. Because things did not seem to be going smoothly, I decided to wait to hear from them before sending further funds. It now seems to have been a smart choice. Through miss installs, scratched/miss measured materials, and missed work for myself/hours losted. I was feed up. REBATH did call in November, but I was not in the right mind set after my experiences with them. Being 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 me. The holidays came and went, during which I had to have my bathrrom plumbing fixed. Which would have taken place if REBATH would have showed up in October.  Now in 2014 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 done. I 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 normal proceedures, and a mistake on their part, and because I would not let them install. At 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 true. They have excuses for everything, or they flat out deny events that have taken place. While dealing with them in this situation I can see just how poor their customer service is, and their internal comunication is laughable. In 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 2012 (prior to REBATH) due to my subflooring? Thus the sole purpose I was lead to de business with REBATH. I would never recommend REBATH's services to anyone, and I am left feeling swindled and decieved. It 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]

In response to Ms. [redacted] letter to the Revdex.com, I would like to start off by saying that we have completed this job on 9-26. Ms. [redacted] contacted our office as the job was finishing up just to tell us how much she loved her bathroom! 
On 7/16, ReBath was contracted to remodel her bathroom as...

a "rush" installation. Ms [redacted] needed to rush this job for her father. We rushed her job above many other jobs because of her father's immediate need for this remodel. We did not give an exact date on her contract, but [redacted] did try to give an est of the first week of Sept. Typically, in an situation like this, we ask the customer to chose from a list of materials that can be easily expedited. [redacted] made an exception for Ms [redacted] by granting Ms [redacted] her choice of venetian stone which is a new color for ReBath and a custom color as well.  The installation also was a very labor intensive job that included an electrician. Again this is the type of installation that is more complex, but as we communicated to Ms [redacted] on several occasions; we are doing everything to expedite the installation. We spoke on 7/21 and 8/27 and conveyed that the installation maybe mid September as we needed to coordinate the electrician's schedule along with ours. Also we needed to clear out a full week for the  installation and we did not want to start mid week and have the bathroom incomplete over the weekend. We were able to complete the installation and she was very happy with the install. 
-- 
[redacted] 
ReBath of SW & Central VA

Unfortunately what was told to Mr. [redacted] by us was true based on the information we had received from our factory in regards to his order.  We were told the tub was to ship.  Each delivery we unpackaged it was disclosed the liner was not received.  It seems that their computer data...

base had shown it was manufactured and sent. We have even received the invoice and have paid it.  Our factory is now asking for additional pictures of the skirt design.  While we are not happy with transmitting wrong information this situation has never happened in the over 20 years I have been with ReBath manufacturer.  At this point I would offer the customer one of two options.  We can give him his money back or we can install the liner at no additional cost.   Moving forward with the install will require a few simple pictures that would would ask the client to forward to us.  If the option is to return the deposit then we will forward a "Release Form" for his execution and once received we will issue a credit to his credit card with in 10 business days.  
 
We are sorry for any mis information forwarded and any inconvenience to Mr. [redacted].  I am sure it was unintentional with our factory and it certainly was un intentional with us.  I await his response.  
 
Nick Falletta

We are more than ready,willing and able to uphold our part of the contract. We will allow for cancellation without additional charges but there would be no refund.

10/26/2016During the installation process I had a discussion with [redacted] and [redacted].  We would compensate for all the installation issues by making the changes he wanted to cabinets and he would pay our cost of the cabinet needed.  No funds would be offered to the [redacted]s for the additional work to be completed.  He and his wife accepted my proposal at that meeting.  (*This is the original negotiation referred to below)  We were called back on 9/14/16.  [redacted] my sales manager accompanied.  At that meeting [redacted] wanted to negotiate further than the original negotiation.  I reminded him of our conversation and he stated he does not recall the conversation.  [redacted] was not present.  I pointed out that the new cabinet was provided and installed.  He gave no response. So as to make a more attractive offer, I said I would now not charge him for the cabinet cost.  Additionally I offered to take care of any of his concerns.  [redacted] vehemently stated he did not want us back in his house.  He asked for the invoice so he can see what the actual cabinet cost and would get back to me with in 2 days.  (Note that the retail cost was approximately $2800 plus installation would put this upgrade at approximately $3500)9/16/2016 I forwarded cabinet manufacturer invoice to us to [redacted] asking for confirmation of email receipt.  On 9/24/16 I again reached out to [redacted] as I had not heard back from him.  Later that day [redacted] replied he had an inspection and found a few items that needed to be addressed and would forward this report on Monday.  The following Friday I asked for the report and [redacted] forwarded that day.  We scheduled a meeting with myself and qualified installer to visit 2:30 PM (as per [redacted])  10/3/2016.  We reviewed the report and came up with simple resolved to cure.  One item we went above what our contract detailed and rewired a receptacle.  [redacted] acknowledged this this was an upgrade.  In good faith we did this at no charge. It was implied and understood by us that [redacted] was in agreement with our last offer and we expected a check for full contract price once these items were addressed.  Latest letter from [redacted] was then received.  We have negotiated twice.  The first time it was accepted and cabinet was provided and modifications were made.That in itself is tangible evidence that the [redacted]'s accepted out offer. The second negotiation was to go beyond what was agreed too originally. Unfortunately that final offer is as far as we are willing to go and is currently only available if we do not go to litigation.  I explained our stand to [redacted] on 10/18/16 in a phone call to him. He then asked for a payment history showing his contract balance of which we promptly forwarded to him. On 10/21/16 [redacted] replied to my text, if he received the balance information and what his determination was. He replied 10/21/16 that he had received but would reply later as he was at work. On Sunday 10/23/16, I received another text stating he would call me on Monday. To this date (4:30 pm 10/26/16) we have heard nothing. In our experience, no response is a response. Unfortunately a negative one that will lead to more aggressive collection action.It should be noted that the [redacted]'s have kept a few cabinets that were removed for the modifications made in the original offer.  They had asked if they could keep them and I stated we can discuss this after the job was complete. That discussion was never had.  12/9/2016I do see where I added the inspection detail in earlier reply.  As stated these 2 minor items were corrected, with one over corrected.As stated, our conversation with [redacted] and [redacted], incidental items would go away if we added the additional cabinet and refit to the kitchen install of which they did allow us to complete.Reiterating, when I visited with [redacted] we asked if there was anything we can do and offered to send a seasoned kitchen installer to do what he needed and then some. [redacted] refused.  Hard to resolve work to be done if client does not allow entry.  After repeated calls to client, [redacted] replied and asked to come back and correct the 2 inspection issues of which we promptly responded.  Incidentally I shook hands with [redacted] at this point.  Not exactly sure what they are asking us to do now.  Either they want us to return/repair or comply with what we had agreed to in work compensation (additional cabinet install).Note that some of the items on the list sent are not part of the contract work and unreasonable (I.e. new back door slider install) ask us to pay.  Some have been complete. As stated inspection issues were complete.  Already made my statement in regards to the removed cabinets kept by [redacted]'s.  I will not be available to accept cabinets today.  This will have to be scheduled at a later time. 12/9/2016 Friday- Sent email and with video to [redacted].  Followed up with voice mail.12/13/2016- called [redacted] and spoke about next step with [redacted] asking for direction on how to handle new situation.  [redacted] stated she will call me the next day after she spoke to others at the Revdex.com.12/21/2016- emailed [redacted] asking for a reply from 12/13/20161/3/2017As stated below is our reply to [redacted]’s requested items: Baking sheet storage Owner purchased and installed*Original negotiation with client’s this item was resolved.Back wall repairs and prep for paint Owner completed *Original negotiation with client’s this item was resolved.Cracked drywall - rear wall of kitchen Damage done during initial cabinet install, on refrigerator side.  5DK notified but they did not repair *Original negotiation with client’s this item was resolved.  Owner made major modifications to this exterior bearing wall as well.  Damage could have easily have happened then.   Electric and water line for fridge Outlet box is loose, no plate.  *Original negotiation with client’s this item was resolved.  However we asked if we could complete and client denied our offer. Install under cabinet lighting Not completed per contract*Original negotiation with client’s this item was resolved.Install light over sink & switch Omitted from contract by [redacted] - not completed Omitted would mean not part of contract or scope.  *Original negotiation with client’s this item was resolved.Canned light in refrigerator area Omitted from contract by [redacted] -  owner paid Omitted would mean not part of contract or scope.  *Original negotiation with client’s this item was resolved.Recycle bin in pullout trash drawer Wrong cabinet ordered by [redacted]    *Original negotiation with client’s this item was resolved.Base cab to right of stove Wrong cabinet ordered by [redacted]; paid for upgraded cabinet with pullout drawers that cannot be used due to pipesRemoval and repipe of existing piping was not part of contract as was known part of kitchen design. Granite in bar/pantry  Grain flows in wrong direction, template or fabrication or installation error - corrected but not done properlyComplete several months ago.  Granite seam above DW Chipped and crackedDenied us to have top installer back to repair. Saltillo tile flooring damage Damages done during reno as floor not protected - tiles need to be stripped, sanded and resealed*Original negotiation with client’s this item was resolved.  Floor is in good condition.  Faulty design Owner incurred additional expenses due to faulty design - door was blocked by refrigerator doors when open.  Sliders, new rear entry configuration and flooringReplacing back door and window with one full sliding door was not part of contract or design.  Owner generated.  Resolved the refrigerator door issue a long time ago. Cabinet trim, finishing and backsplash Scribe is white (does not match cabinets), cabinets in front of kitchen not finished out like the ones in the back.      White caulk used - does not match cabinets and trim.  Very sloppy application. *Original negotiation with client’s this item was resolved.  When we asked client if we can resolve they denied us. Extra cabinets returned       Customer paid for these cabinets, returned them as part of pantry reconfigurationOwner does not own cabinets as it was part of an altered design offered to client as a highly reduced price.  Part of the *original negotiation.  See other comments below…Cost of building permit       5Day did not do this per code.  Owner compelled to pull a permit due to concerns.  2 issues were identified and 5Day resolved them based on This kitchen remodel did not require a permit.  Any work found that was sub standard to code was easily completed.  We did do an additional work on these items as a good faith effort. City Inspector report.  1/3/2017Roanoke City Fire Dept has been contact in regards to the action taken against our store.  As per [redacted], Deputy Fire Marshal, [redacted] has violated Chapter 10, Section 1030.3 of the 2012 VA State Wide Fire Prevention Code (Means of Egress)  This is a Class 1 misdemeanor of which carries a fine of up to $2500 and/or up to one year in jail.  [redacted] has made himself available if there any question to verify the above information.  His direct line is ###-###-####.  We have not pursued any action against [redacted] at this time.Resolve- We suggest [redacted] abides by the last offer presented to him (which goes above the original negotiation) of paying balance of full contract payment ($1640.00)  Considering his act against my staff it is not prudent we visit or enter his home.  If we see payment in our office by his imposed date of January 10, no further action will be taken and we will consider this matter closed.

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.
Per my text and photo sent at 2:47 Friday 12/9, the extra cabinets were delivered to the store, during posted business hours, as I was on my way out of town.  Your email had not been sent at that time.  Sorry for the inconvenience.  As you know, I can provide punch lists and correspondence going back to last year because that was the only way I could get any work done.  But that’s beside the point – at this juncture you have not complied with all the terms of the contract and there are several significant quality issues pending.  The fact that you came to my house with no intention of addressing the issues (you did not bring the punch list, a clipboard, or a pen), accompanied by a “witness”, and provoked me does not absolve 5Day from fulfilling the contractual obligations.  Additionally, this statement is not true,  "As stated, our conversation with [redacted] and [redacted], incidental items would go away if we added the additional cabinet and refit to the kitchen install of which they did allow us to complete.”  This never happened.  My records show we met on November 7, 2015 to discuss the redesign due to the original design deficiencies.  You signed off on the changes November 17th per the change order.  Here are some pics of the kitchen on November 8, 2015.  Help me understand these “incidental items” you refer to because, as you can see, there was a lot of work still to be done at this point in time.  Nick - • We have issued payment of $15,642 (5Day has cashed the check) and have now paid 95% of the total project cost of $32,082, including all change orders, per invoice 1024.   • The balance of $1,640 will be paid when the pending issues are satisfactorily resolved.  See updated list below the pictures.• Please make arrangements to come to the house to discuss and reach an agreement on the final punch list and other contractual matters.  If we do not hear from 5Day by January 10, 2017 we will assume that you consider the matter settled and closed, and we will do likewise.    5 Day Kitchens - Renovation Issues[redacted] and [redacted] Project:  June 2015 - October 2015Issue Notes / Detail >  Baking sheet storage Owner purchased and installed>  Back wall repairs and prep for paint Owner completed  >  Cracked drywall - rear wall of kitchen Damage done during initial cabinet install, on refrigerator side.  5DK notified but they did not repair >  Electric and water line for fridge Outlet box is loose, no plate.  >  Install under cabinet lighting Not completed per contract>  Install light over sink & switch Omitted from contract by [redacted] - not completed >  Canned light in refrigerator area Omitted from contract by [redacted] -  owner paid    >  Recycle bin in pullout trash drawer Wrong cabinet ordered by [redacted]     >  Base cab to right of stove Wrong cabinet ordered by [redacted]; paid for upgraded cabinet with pullout drawers that cannot be used due to pipes>  Granite in bar/pantry   Grain flows in wrong direction, template or fabrication or installation error - corrected but not done properly>  Granite seam above DW Chipped and cracked>  Saltillo tile flooring damage Damages done during reno as floor not protected - tiles need to be stripped, sanded and resealed>  Faulty design Owner incurred additional expenses due to faulty design - door was blocked by refrigerator doors when open.  Sliders, new rear entry configuration and flooring>  Cabinet trim, finishing and backsplash Scribe is white (does not match cabinets), cabinets in front of kitchen not finished out like the ones in the back.      White caulk used - does not match cabinets and trim.  Very sloppy application.       >  Extra cabinets returned      Customer paid for these cabinets, returned them as part of pantry reconfiguration      >  Cost of building permit      5Day did not do this per code.  Owner compelled to pull a permit due to concerns.  2 issues were identified and 5Day resolved them based on City Inspector report.  
Regards,
[redacted]

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.  That said, you may close your file.  
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]

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]
RE BATH has offered to settle, but I have received no  signed settlement or money...been over a week...based on prior statements from them, I cannot believe anything they say...this complaint is NOT settled....

I wanted to  thank you for allowing us the opportunity to remodel your kitchen.  First off I will say that we did replace the project manager on this job with the owner,Nick Falletta. He has been working  to address some of these concerns.The  new design option for instance. We...

have addressed several issues, including, drywall repair, installing the gas line and the kitchen sink and drywall repair.I know that there was also a concern about verbal commitments -  the contract spells out the expectation .. we are happy to do additional work at fair value.  We look forward to finishing the job on a positive note and hope that you enjoy your kitchen for many years to come.

We have broken up our response into two sections. The first is from [redacted], ReBath customer service specialist. The second is by ReBath owner, Nick Falletta. which details at length our research into Ms [redacted]'s claim.
On 5-23-13 Ms [redacted] did sign a contract with us to install a new tub. The contract states that Ms [redacted] would give us the remaining 50% deposit once she received her refund from [redacted].  Contract states: “mailing in $1573.00 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 liner. In 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 reasons. First, 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 liner. ReBath contracted for a replacement tub.  
ReBath was never given the opportunity to install. We have tried on many occasions to schedule her installation, but she never returned the call. In fact, she never sent the additional amount of the deposit. We continued with the ordering process on good faith, only to have invested more money than we received. On 5-31 I called to let Ms [redacted] know that we still have not received the check. She said that it would be mailed out. On 6-24, I called again; Ms [redacted] claimed she will send her deposit in next week. Ms [redacted] also followed with a phone call to her design consultant, [redacted] to let him know payment was to be mailed. We 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:
1-6 LM to schedule Kg
11-10 LM to sched KG
11-9LM to sched KG
11-8- LM to sched kg
9-25- I LM to schedule kg
0911 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 call. This was in fact our experience. Again, this, we feel was a reference to [redacted].
We have made every possible effort to provide Ms [redacted] with a beautiful bathroom. We 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 2 : 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 [redacted], the one that would have scheduled the install, [redacted], 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 area. This 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 9/26-11/7.  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 9/25 and 11/8.  Our log does show these and other calls in above detail.  This search for calls from 9/26-11/7 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 1 through Nov 9.  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 deposit. As 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

Mr [redacted] was installed on 6/25/15. At the completion of the installation, [redacted], the installer, always goes over everything with the customer to be sure that they are completely satisfied. [redacted] is one of our best installers and takes pride in his craftsmanship and customer satisfaction is very...

important to him. Mr [redacted] felt that the drain was not centered. After [redacted] respectfully disagreed and did not find a need to make any adjustment. He spoke with Mr [redacted] about this and felt that they were on the same page. Mr. [redacted] called back a few weeks later to again say that he felt that the drain was not centered. We sent a different installer to look at this drain to see if another installer may see something differently than [redacted]. We sent [redacted] to look at the drain. We chose [redacted],who just like [redacted], always gets the best feedback from customers. He prides himself on his work and is always aiming to please the customer. [redacted] went out to look and found nothing wrong. However, in an effort to please Mr [redacted], he took the pipe and drain out and asked  Mr [redacted] to show him exactly where he wanted the drain. Together they checked the drain and [redacted] did exactly as Mr [redacted] requested. I called Mr [redacted] the following day to check up on him and he said that [redacted] did not center the drain. I was hearing one story from our installer and quite a different story from the customer. I conferenced [redacted] and Mr [redacted] into the same call so we could all speak together. Mr [redacted] did confirm that [redacted] and he centered the drain. I have pictures of the drain which I am submitting as well. Mr [redacted] maintains that he is not satisfied. This is discouraging as we have gone above and beyond to do exactly as Mr [redacted] has requested.

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.
See attached.
Regards,
C. [redacted]

We are awaiting the court's decision on this matter. In the interim, we continue to make efforts to schedule this installation. We are ready willing and able to install a beautiful bathroom for Ms [redacted]. In the meantime, we will continue to house the materials in our local warehouse as we await a decision on this matter. -- [redacted]Customer Service ManagerReBath of SW & Central VA

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 copy of the message you received from RE-BATH of Roanoke concerning the complaint I have with them. Some of the things in their report is not accurate. They are listed below.#1 - ([redacted] the installer always goes over everything with the customer.)That did not happen in my case. When he finished the job I was not in the house at that time. When I came in he was at our kitchen table talking to my wife. He did not go over any thing after completion. I was in and out while he was working and I ask some questions but he did not go over everything with me.#2 - (Mr. [redacted] felt, that the drain was not centered. After [redacted] respectfully disagreed and did not find a need to make any adjustment, he spoke with Mr. [redacted] about this and felt that they were on the same page.)This is totally inaccurate. I did not notice the drain was not centered until some time after he left. (Mr. [redacted] called back a few weeks later to AGAIN say the drain was off center.)  I called back one week later and talked with someone named [redacted]. This is the first time I mentioned to anyone except my wife that the drain was off center.#3 - ([redacted] went out to look and found nothing wrong.)If he found nothing wrong why did he attempt to fix it?#4 - ([redacted] asked Mr. [redacted] to show him exactly where he wanted the drain.)He did not ask me that question. It was obvious that it needed to be centered.#5 - (Mr. [redacted] did confirm that [redacted] and he centered the drain.)I did not confirm that the drain was centered. Why would I still complain if I was satisfied? [redacted] worked on the drain and asked me if it looked ok to me. I told him it was still off center. He then made a comment that my eyesight was better than his. He attempted to adjust it some more and said he was going to leave it with me. He never again asked me if it was ok. I looked at it again and shook my head in a negative way and said nothing because I felt he was getting agitated with me. I then asked him about the end panel protruding in on one side at the bottom. He said he would talk to the owner to find out what could be done to correct that. He guessed it was protruding in 1/4 in.  I measured it with level and rule. It is in at least 3/8 in. I paid $7402.00 for a simple shower and got a sloppy job.
Regards,
*. [redacted]

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 spoke with Nick - he said that we have discussed with Mr [redacted] a few times. We can not promise perfection and have to allow for certain tolerances.