Rebath of Southwest Virginia

[redacted] contracted with ReBath  on 7/28 for a bath remodel estimated for 12/10/14. On August 20th, ReBath reached out to Mr [redacted] to communicate a delay in estimated installation by an additional 4-6 weeks. We were expecting a delay due to increased sales. Mr [redacted] was very...

understanding. Again, 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 delay. We spoke with Mr [redacted] fiance during this call and she was understanding as well. Again 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 January. We spoke with Mr [redacted] fiance for this call as well. On December 29th, Mr [redacted] fiance called in and asked for the financing information to update their loan. On December 30th, ReBath received a call from our finance company,[redacted], updating us that Mr [redacted] had updated his information for his loan. On January 7th, Mr [redacted]'s fiance called in to our office wanting to cancel her contract. She 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 week. The following day, our sales manager reached out to [redacted], Mr [redacted]'s fiance. They spoke at length. She was informed of the cancellation policy. She 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.com. On January 16th, [redacted] called the office again and said that she expected her install the following week or she would cancel. The 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 installation. January 27th, I left another message to schedule the installation. January 28th, [redacted] called to say that she would let a judge decide if they would move forward with the installation. I called on February 4th and February 6th and left messages again asking if they would be interested in moving forward with the installation. We are holding the materials. We are currently waiting to hear from the Lynchburg court notifying us of the upcoming court date. -- [redacted]Customer Service ManagerReBath of SW & Central VA

Review: We contacted Rebath about a bathroom remodel. This was Feb. 2015. We were told they were very busy, but they would be in contact with us and on the contract they wrote down work would start on May 8, 2015. May 8, 2015 we contacted Rebath and was told that they were not sure when they would be able to start. So we ask them to contact us on June 1, 2015. We were told that they have not receive the materials that they need to do the job, and they would call us on Friday June 5, 2015. I got hopme around 5pm Friday June 5, 2015. No phone call. Got on Rebath website, sent an E-mail complaint and in less than 5 mins. was contacted by Rebath that they had a huge truck to unload and they had not finished unloadi9ng. They would call me Monday June 8, 2015.Desired Settlement: A set date within 30 days and an apology to myself and my wife in writing from the company and a reduction in the price since we are going on a month overdue to start according to the contract.

Business

Response:

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.

Consumer

Response:

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,

Review: As of October nothing has been done. I have phoned the company and get a run around.

I don't want to deal with this company.

Completion date should have been August 6, 2014.Desired Settlement: Full Refund

Business

Response:

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!

--

ReBath of SW & Central VA

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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.

We paid $4,000 April 2014, contract stated completion date would be August 6 -- it's now December 4. Please refund the $4,000.

Regards,

Business

Response:

We are sorry to hear that Mr and Mrs [redacted] are no longer interested in moving forward with their bath remodel. We understand the frustration regarding the delay.We would like to point out that on September 18th, we offered to schedule the installation. Our design consultant, [redacted], called on 9/23 and also offered to schedule the installation. We left six messages between Sept and Oct 9th. On October 13th, I called again and was informed at that time that there were some health issues. Understandably,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 further. We offered a date and at the customer's request we postponed the install. While we have offered a cancellation option,our true agenda is to provide the [redacted] with a magnificent bathroom remodel. [redacted]Customer Service ManagerReBath of SW & Central VA

Consumer

Response:

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,

Review: In June of 2014 I entered in a contract with rebath for a custom shower unit. I gave a deposit that day and spoke with the company that rebath told us they would accept a loan through, interbank, to begin the loan process. We were told it would be completed in August. August came and went. When I called I was told it would be completed in October. Again, no work was completed. Rebath stated that it would be December before the work would be done. In January of 2015 I was infirmed that Rebath could no longer do custom showers and would be unable to complete our shower. Though upset with the waste of time, we began the process of acquiring a refund as interbank had already provided Rebath with half of the loan amount. We had also been making payments to internbank. After speaking with two people at the office, [redacted] and [redacted], we were told a contract would be in the mail the next day to begin the process. The contract never came. Since then there have been several calls to Rebath from myself and my wife at both the local office and the corporate office. The issue has not been resolved. The company says that they are working with interbank, but upon calling interbank, they say they have not been contacted. Eight months after signing a contract we have no shower and no refund. A loan continues to be out in my name for services that will never be rendered.Desired Settlement: We would like to finally receive a refund for this so that we can move on and begin working on our bathroom with the money that is currently tied up in Rebath. We would also like for the Revdex.com to be aware of the situation.

Business

Response:

ReBath of Swva has been providing custom bathrooms for customers for over 20 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 2014 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 20 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 refund. During this time the [redacted] 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 March. We are refunding both the finance company and the [redacted] directly for two separate payments. Thank you for giving us the opportunity to address our customers concerns.

Business

Response:

We are sending a full refund to Mr and Mrs [redacted]. Upon further review of the pictures and measurements of their bathroom, we were not able to do the installation. There is a chimney in the shower area that we tried to work around. We 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 job. We have offered a full refund. A release agreement was sent out to Mr [redacted]. This releases both of us from the contract. We have received the signed release agreement from Mr [redacted] on 3/20 and the refund is processing through our bookkeeper. [redacted]Customer Service ManagerReBath of SW & Central VA

Review: As of October nothing has been done. I have phoned the company and get a run around.

I don't want to deal with this company.

Completion date should have been August 6, 2014.Desired Settlement: Full Refund

Business

Response:

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!

--

ReBath of SW & Central VA

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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.

We paid $4,000 April 2014, contract stated completion date would be August 6 -- it's now December 4. Please refund the $4,000.

Regards,

Business

Response:

We are sorry to hear that Mr and Mrs [redacted] are no longer interested in moving forward with their bath remodel. We understand the frustration regarding the delay.We would like to point out that on September 18th, we offered to schedule the installation. Our design consultant, [redacted], called on 9/23 and also offered to schedule the installation. We left six messages between Sept and Oct 9th. On October 13th, I called again and was informed at that time that there were some health issues. Understandably,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 further. We offered a date and at the customer's request we postponed the install. While we have offered a cancellation option,our true agenda is to provide the [redacted] with a magnificent bathroom remodel. [redacted]Customer Service ManagerReBath of SW & Central VA

Consumer

Response:

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,

Review: On 5/23/13 I gave a deposit of $500 to have a new acrylic tub installed balance due at time of installation. sometime between Sept. and Oct of that year the installer came to install tub. He couldn't install at that time because of the equipment not fitting. It was some time before I heard from anyone. They finally rescheduled another time to come and do install. I took off work that day and no one came. I never heard anything from Rebath. Left several messages and was never contacted. In the mean time I had to replace the plumbing in the bathroom because of leaking water and water damage. I have since contacted rebath to refund the $500 due to work never completed. Again, I left several messages and was finally contacted by the sales person who said that his boss would give me half the money back. Later I was contacted and told that his boss had decided not to refund my money and that the equipment was ready to be installed now almost 1 year later. Again, I explained that I had to spend additional monies to correct the plumbing and due to the lengthy amount of time that I simply wanted my deposit returned. Have left additional messages with no replyDesired Settlement: I want my deposit back for services never completed. This has gone on almost one year now.

Business

Response:

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,

ReBath of SWVA

Customer Service Specialist

Consumer

Response:

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,

Business

Response:

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,

--

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

Consumer

Response:

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 now attached my bank statements* and a faxed

letter and copy from my bank showing the check I wrote to ReBath. It is

ridiculous at this point. I paid Re-Bath, a deposit, and

the work was never done. I am very unsatisfied with my experience with them, and ask they return my deposit.

Regards,

Review: Inept would be a apt description.

Issues include but are not limited to: faulty design (refrigerator will not open fully within the design). timeliness issues (we are 8 weeks in ... 5 Day Kitchen my [redacted] sequence / order of operations, quality issues (no oversight of subs), service and lack of responsiveness to emails and calls from the "project manager", misrepresentations about scope of work (now saying, "if it's not in the contract it does not matter what was said"), extensive punch list created on 10/16 - VERY minimal progress made 3 weeks later, absentee and incompetent project manager.

Worst home improvement project in my life. Buyer beware!!Desired Settlement: We are 8 weeks into this kitchen remodel. We did not expect it to really be done within 5 days however we did expect it to be done in a timely fashion and for the work to be done in an ongoing basis.

We want the job completed by 11/20.

Business

Response:

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.

Consumer

Response:

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.On December 14th, the project with "5 Day Kitchens" will hit the 90 day mark. There is still an extensive punch list of items to address and resolve. The business continues to "say the right things" but sorely lacking in terms of real progress. We appreciate the response subsequent to our contacting the owner but in all honesty, the progress has been incremental, extremely slow and the people they send to do the work lack the trade skills (and we suspect the proper licensing credentials?) to do the work. Additionally, their mishandling of this project has resulted in their subs damaging our saltillo floor tile which is unacceptable.

Regards,

Review: I contacted Re-Bath for an estimate to convert my father's bath to a walk-in shower and redo his bathroom to accommodate a wheelchair. The salesman ([redacted]) came and after discussion of the project, we decided to go ahead. The projected work date was for the middle of November. I asked if we were to pay in full, could the date be sooner. I was told yes, and the contract was noted "Rush order around the first week of September per [redacted]". Around the last of August my father received a call from Re-Bath advising it would most likely be the middle of September because Re-Bath was waiting on one item. We have not received any word at all this month. I contacted the salesman, [redacted], and he told me to call the office and ask for one of 2 people. I called at 9:40 and neither was in according to the receptionist. I advised her what I wanted and that my father wanted his money back. She said she would have someone call me shortly. At 11:15 I had not heard anything, so I called [redacted] again. He said everyone was in a meeting, but would call. If I did not hear anything from Re-Bath by 5PM today, to call him back. I also informed him that my father just wanted his money back at this point. At that point, I contacted the Revdex.com and found out Re-Bath has a D+ rating and a lot of complaints. Now we are concerned even if they do the work, it will not be acceptable. I need someone dependable that can do this work as soon as possible to improve my father's quality of life instead of him worrying all the time about falling.Desired Settlement: Refund of the entire amount, $11,474.00.

Business

Response:

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.

--

ReBath of SW & Central VA

Consumer

Response:

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,

Review: We contracted on 7-28-14 to have bath remodeled. Re-Bath has postponed our delivery of service 4 times. When I called no call backs for 4 days in row. Finally, I spoke to manager by name of [redacted] to find out what was the next date. He stated no delivery of services until mid-February. I stated that I was not satisfied with the Re-Bath business and wanted our refund. [redacted] told me no refund!! Would like to upgrade. I told him we couldn't even get services that we were paying for. We are fed up with inconsistent postponements and lip service. Re-Bath has not fulfilled their obligation and are not professional at handling customer satisfactionDesired Settlement: I want my money back, $4,000.00 deposit made on 7-28-2-14

Warrant of debt on 01-22-2015

Business

Response:

[redacted] contracted with ReBath on 7/28 for a bath remodel estimated for 12/10/14. On August 20th, ReBath reached out to Mr [redacted] to communicate a delay in estimated installation by an additional 4-6 weeks. We were expecting a delay due to increased sales. Mr [redacted] was very understanding. Again, 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 delay. We spoke with Mr [redacted] fiance during this call and she was understanding as well. Again 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 January. We spoke with Mr [redacted] fiance for this call as well. On December 29th, Mr [redacted] fiance called in and asked for the financing information to update their loan. On December 30th, ReBath received a call from our finance company,[redacted], updating us that Mr [redacted] had updated his information for his loan. On January 7th, Mr [redacted]'s fiance called in to our office wanting to cancel her contract. She 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 week. The following day, our sales manager reached out to [redacted], Mr [redacted]'s fiance. They spoke at length. She was informed of the cancellation policy. She 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.com. On January 16th, [redacted] called the office again and said that she expected her install the following week or she would cancel. The 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 installation. January 27th, I left another message to schedule the installation. January 28th, [redacted] called to say that she would let a judge decide if they would move forward with the installation. I called on February 4th and February 6th and left messages again asking if they would be interested in moving forward with the installation. We are holding the materials. We are currently waiting to hear from the Lynchburg court notifying us of the upcoming court date. -- [redacted]Customer Service ManagerReBath of SW & Central VA

Business

Response:

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

Consumer

Response:

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,

Review: In September 2013 I signed a contract to purchase a bathtub insert from REBATH. The salesman informed me that they were so busy that it would be 3 months before the product would ready to install. I agreed that it would be ok and paid the half down deposit a little over $900.00. About the third week in December I received a phone call I was expecting it to be to set up a installation date but was informed that it would be another 3 weeks. Here we are the middle of march and I have not heard another word from REBATH no messages no letters.Desired Settlement: I would like my deposit back and forget I ever contacted REBATH

Business

Response:

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

Consumer

Response:

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,

Consumer

Response:

I would like my deposit refunded.

Regards,

Consumer

Response:

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,

Consumer

Response:

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 have received my refund.

Regards,

Review: We contacted Rebath about a bathroom remodel. This was Feb. 2015. We were told they were very busy, but they would be in contact with us and on the contract they wrote down work would start on May 8, 2015. May 8, 2015 we contacted Rebath and was told that they were not sure when they would be able to start. So we ask them to contact us on June 1, 2015. We were told that they have not receive the materials that they need to do the job, and they would call us on Friday June 5, 2015. I got hopme around 5pm Friday June 5, 2015. No phone call. Got on Rebath website, sent an E-mail complaint and in less than 5 mins. was contacted by Rebath that they had a huge truck to unload and they had not finished unloadi9ng. They would call me Monday June 8, 2015.Desired Settlement: A set date within 30 days and an apology to myself and my wife in writing from the company and a reduction in the price since we are going on a month overdue to start according to the contract.

Review: The shower base has a chip that needs repairing. Also, the water drains into the front corner, where water stands and has caused a large area of fungus to grow. The base has a rough texture that seems to attract fungus and mold, and I am highly allergic to mold. During the past four months, I have called, mailed a letter, and sent an email. To date, I have not received any response.Desired Settlement: The entire base needs to be replaced and the new one re-aligned so that water drains properly. I would prefer a base that does not have the rough texture that holds water so that fungus and mold grow.

Business

Response:

We have left messages with Mrs [redacted] to call us and set up a service.

Consumer

Response:

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,

Review: Nov 20, 2014 contracted with Re Bath of Southwester Va to remodel our shower. Gave a deposit of $6, 823.50. Contract said that work would be started on or about 3/20/15 and completed 3/24/15. Started calling Re Bath in early March to see when work would start. Was told that as soon as they received the product from the manufacturer they would begin. Calls to Re Bath continued and was told the same thing that the manufacturer was way behind in their production and they would be out to install it as soon as it was received. Finally, Re Bath called in June after I had told them I was going to get an attorney. The installer arrived and proceeded to remove the old shower. He managed to punch a hole in a adjoining wall and damage a door frame. The installation was poor at best. Gaps between walls, product was inferior, pieces broken. Threshold had large chip which the installer tried to hide with a magic marker.

I had a conversation the manufactures rep from [redacted] on 6/17/15. He told me that their company was not behind in their deliveries, and had a delivery time of 3 weeks from the time the order was received. He also told me that Re Bath had placed the order for my bath on MAY 4, 2015.

Re Bath, Nick Falletta, deliberately and intentionally lied to us. He chose to knowingly misuse our deposit money as an interest free loan. He should have ordered the product from the manufactured as soon as he had our funds. We now do not have a usable bath.Desired Settlement: Partial refund of original deposit $5,000 of $6,823.50

Business

Response:

I have been working with Mr [redacted] to settle this matter. We were able to come up with an agreement that works well for both parties. Mr [redacted] should be reaching out to you soon to confirm that this has been settled. Thank you for you assistance in this matter.[redacted]

Consumer

Response:

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,

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....

Review: Drain is not centered in the shower base.

The panel on the control valve end is tapered in at the bottom of panel in the left corner facing the control valve.

Re-Bath was called 2 times about these problems. They promised to get back with me but never did.Desired Settlement: Center the drain in shower base and determine why the end panel is tapered in at the above said position and repair same.

Business

Response:

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.

Consumer

Response:

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]

Business

Response:

As always, we aim to provide excellent customer service to our customers. [redacted] was going above and beyond to satisfy Mr [redacted]. Although [redacted] had a difference in opinion re: the drain,he felt it more important to take Mr [redacted]'s opinion as more important and worked with Mr [redacted] to center exactly to Mr [redacted]'s specifications. Afterwards, Mr [redacted] and [redacted] spoke for a long time and [redacted] was trying to understand why Mr [redacted] was dissatisfied. He did explain his frustrations to [redacted] but it had more to do other factors.As always we are available for any service issues.

Business

Response:

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.

Consumer

Response:

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]

Review: Sometime in March of 2014, I was shopping at [redacted] in South Roanoke. While there, I was looking at showers, as my wife and I have been wanting to replace our shower for quite sometime. While looking at a Re-Bath display, I was approached by a [redacted] Sales Rep. He told me a little about Re-Bath, and asked if I wanted to provide him with my information, and a representative from Re-Bath would contact me. I agreed.

Within a few days, I received a call from Re-Bath, and they wanted to setup an appointment to have a Sales Rep come to my house. My wife did not want to be involved, so, when asked if my wife would be there, I said no. The day of the scheduled appointment, the Sales Rep called and told me that he was unable to make the appointment. Presumably because my wife would not be there.

I re-scheduled for Saturday, April 5th. After speaking to my wife, I convinced her to be with me for the appointment. On April 5th, I received a call from the Sales Rep. (Not the same as the first one) After telling him that both my wife and I were home, he stated he would be at our home in a little while.

The Sales Rep was very pleasant, courteous, and helpful. After discussing our options, we agreed on what we wanted done. The cost was almost $13,000. The Rep contacted [redacted] Credit, and then I spoke to them and had my credit line increased enough to cover the renovation, and then some. The Sales Rep told us that they were extremely busy, and the work would not start for 3 months or more. However, he stated that because we had been referred through [redacted], he said that [redacted] does not want their customers to have to wait more than 3 months. Therefore, a start date was set for July 5th, 3 months away.

During the first month, I contacted the Sales Rep, and told him that we would like all of the wainscot to be in the "Hampton Pattern" instead of smooth. He Told me that there would be an additional cost of $441. He said that a "request for change form" would be mailed to us, and said that we were to sign it and return it with a check for $441. We received the form within a couple of days, signed it, and returned it with a check.

A few days later, I again contacted the Sales Rep, and told him that we wanted all of the fixtures to be "brushed nickel". He said the additional cost would be over $500. (I do not remember the exact amount) Another form was mailed to us, which we signed, but did not include a check. The additional cost would be added to the amount that would be charged to my Home Depot account.

As July 5th approached, We were excited about the upcoming renovation. Towards the end of June, I called Re-Bath to make sure that everything was on schedule. I was told there was a delay in the manufacturing, and the materials for our job would not be ready until mid July, but they were planning on having our job completed by the end of July.

On July 17th, I called Re-Bath again to see if the materials had arrived. I was once again told that there was a delay, and that now we are looking at mid to late August. Needless to say, I was upset, and my wife was livid. Not only was there another delay, but Re-Bath NEVER ONCE contacted me with an update. I had to learn of the delays after contacting them!

On July 18th, I contacted [redacted] store and spoke to a Manager ([redacted]), and explained our situation. He told me that he had hired a new installer, and would have him contact me on Monday. The installer was a contractor for [redacted] and is not affiliated with Re-Bath. Any renovation performed by him would be using [redacted] materials. I understood this, and asked that he call me anyway. [redacted] also told me that he would contact Re-Bath and see if he could "pull some strings".

About an hour later, I received a call from [redacted]. He told me that he had spoken to someone at the Re-Bath Office, and they told him the same thing that they told me. That there was a delay, and they would notify me with an update. (Funny, because thus far, they hadn't made ANY contact with me). [redacted] also stated that he had spoken to his boss (A [redacted] District Manager), and said the DM had told [redacted] to give Re-Bath a chance to get the job done before they ([redacted]) got involved. I told [redacted] that I understood, but I still wanted him to have his Installer contact me on Monday.

It is now 11am on Monday, July 21st, and I have not received a call from anyone yet.

After the first delay, I sent an email to Re-Bath Corporate, explaining the situation. Here is their reply:

Hello Mr. XXXXX,

Thank you for contacting our corporate office to express your concerns regarding your experience with Rebath of SWVA. I will share your complaint with our management here at corporate office, and then with the management team and franchise owner, Nick Falletta for resolution. Our franchises are independently owned and operated –I will have someone from their office contact you as soon as possible.

If you need further assistance, please let me know.

Sincerely, [redacted] xxxxx, Customer Service Specialist

[email protected]

Re-Bath Bathroom Remodeling [redacted]., Tempe, AZ 85282

800/ [redacted] Ext: [redacted] or [redacted] Fax: [redacted] I never received a phone call, or any other contact from Mr. Falletta or anyone from Re-Bath.

After the second delay, and after contacting [redacted], I sent another email to Re-Bath Corporate. The following is that email. I have yet to receive any reply, or response of any kind.

[redacted],

Thank you very much for your reply.

It is now July 17th, and I still have not heard from Re-Bath!

I called them at about Noon to check on the status. I was once again told that there is a further delay and that now we are looking at mid to late August! She told me that she would contact me next month with a status update. Where does it end, and when were they planning on notifying me of this new delay?

They have not contacted me ONCE to give me an update, even though they keep telling me they will!! And I’m supposed to believe that they’re going to contact me next month with an update?? There Customer Service is TERRIBLE!!!

After speaking to the lady at Re-Bath and learning of this “new delay”, I contacted my local [redacted] and spoke to [redacted], who is one of the Managers. I explained everything to him, and although I really didn’t expect him to be able to help me, I suggested that if this is how Re-Bath customers are treated, he may want to contact [redacted] Corporate Office and advise them that they need to remove ALL Re-Bath displays from all of their stores! [redacted] informed me that he has a new “Installer” starting this Monday, and he was going to have the Installer contact me to see what [redacted] can do to renovate our bathroom. I contacted my wife and gave her this information. A short time later, my wife called me and told me that she had just spoken to someone at the local Re-Bath, and told them how dissatisfied we are with their customer service (or lack thereof). She told them that we had contacted [redacted] and that if they (Re-Bath) were not going to come through, then we would just go ahead and use The [redacted]. They tried to tell my wife that [redacted] can’t renovate our bathroom the way Re-Bath can. My wife responded by saying something to the effect of “Well, we have NO renovation now, so I have no problem letting [redacted] have a go at it!”

Several minutes later, I received a callback from [redacted] at [redacted]. He told me that he had spoken to his District Manager, who suggested that we allow time to see if Re-Bath can get the job done before having a [redacted] Installer get involved. [redacted] also told me that he spoken to a woman at the local Re-Bath, and she told him pretty much the same thing that she told me, that now we’re looking at mid to late August, and they would contact me with an update. [redacted] also told me that he is working with Re-Bath to see if he can “pull a few strings” to get our job some priority. To be perfectly honest, that scares the [redacted] out of me! To me, that translates to a “rush job”, resulting in sub-standard workmanship and quality.

I told [redacted] to please have his Installer contact me on Monday, regardless, so I can discuss my options. I am through being lied to by the people at Re-Bath, and I refuse to wait another month, only to be told that I have to wait yet another month, and then another!! And that is of course when I CALL THEM, because they have yet to contact me! I told [redacted] that at this point, if Re-Bath wants to complete this job, then I expect NO LESS THAN A 25% REDUCTION IN TOTAL COST! And if they agree, and the workmanship and quality is ANYTHING LESS THAN SATISFACTORY, the proverbial @#$% is going to hit the fan!!!

[redacted], please don’t take my anger and frustration as being directed to you. That is certainly not the case. I am simply at a loss, and am looking for some resolution that is acceptable to everyone involved. However, the way things are looking, I will likely be working with [redacted], as my confidence in Re-Bath has been exhausted.

If you would like to speak to me by phone, I would be more than happy to. My number is 540-XXX-XXXX. Feel free to call me at any time.

Thank you, in advance, for your help and understanding.

Sincerely, [redacted] XXXXX

In my last email to Re-Bath Corporate, I suggested a 25% cost reduction if they (Re-Bath) is still willing to complete the job. However, I am so aggravated, that they will have to do better than that. I am now requiring a 50% price reduction, and the work must be satisfactorily completed no later than August 31st! Although at this point, I'm inclined to have [redacted], or another reputable contractor, perform the renovation. If Re-Bath agrees to a 50% price reduction, and completes the job by the end of August, I'm afraid that the quality of workmanship will be greatly affected, and the result will likely be a legal NIGHTMARE for my wife and I!Desired Settlement: At this point, I would like the contract with Re-Bath to be voided out, and the $441 that was paid to Re-Bath be refunded to us immediately. Or, possibly, a 50% price reduction, and a guarantee that the job will be completed, in a satisfactory manner, no later than August 31st, 2014.

Business

Response:

Mr [redacted] has agreed to move forward with the installation. We are currently working with [redacted] to see if we can work out some form of discount together. I spoke with Mr [redacted] and informed him that we are looking at mid -late August installation.

Consumer

Response:

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]