Complaints

• Initial Complaint

  02/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bathroom renovation from the company a few years ago. I was satisfied with the work and all was well. In November of 2024 the shower door came unhinged and has separated from the wall. I contacted Bath Fitter and they gave me an appointment to send someone to fix it. The day they were supposed to arrive the company cancelled as their worker was in C*** ******. They rescheduled for another time on a day. The second day they did not show up and when I called they said my appointment was not at the time I thought but was at 4:00pm. No one showed up at 4pm so I called back and was told I did not have an appointment for that day, I then was given another appointment for Friday Dec 19. A gentleman showed up on Dec 19 but could npot repair the shower door as he needed to order "hinges". After the holidays I did not hear from the company so I called again on Jan 14 and they said they would need to order the parts. I called again on January 20 and they said they would speak with the Production Manager and get back to me. They did call me back on January 23 again saying they would speak with the Production Manager and get back to me. To date on February 3,2025 I have not heard back from them, my shower door which is guaranteed for life is still not fixed and I am no further ahead than I was nearly 2 months ago. It is useless to contact the company as they , for whatever reason, will not come and fix my shower door. I paid approximately $8000 for the bathroom makeover feeling I was dealing with a reputable company. I am not convinced this company is truly reputable as they are not standing by their obligation to guarantee their product. I would like Bath Fitter to come to my home and repair my shower. I have previously taken two days off work to be home when they cancelled my appointments and a third day when they showed up on Dec 19 but were unable to complete the work needed. Thank you for any assistance you may be able to provide!

  

  Business response

  03/02/2025

  Good morning, ********
  
  I have spoken to M*** ********* @ 10:30AM today 02/03/2025 , we have agreed on a solution to rectify this.
  
  I will take this file over from here.
  
  Thank you for bringing this to my attention.

  Thanks,
  
  R*** *********
  Branch Manager
  
  Bath Fitter®
  
  ** ****** ********* ********* **** *** ***
  
  T : ************
  TF : ************
  *************************
  **************************

  Customer response

  03/02/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. Thanks so very much for your assistance in this matter.

   

                         K**** *********

                         ****** **

• Initial Complaint

  18/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband and I hired Bath Fitter to install glass doors for our existing walk-in shower. On March 25, 2024 we paid a deposit of $500.00 of a quoted $2000.00 job. We were told the job would be done in two-three weeks. After about six weeks of no contact I reached out to Bath Fitter Dartmouth NS location and inquired of the timing of install. I was promised a call back with an answer the following day. No call came. Each week until today (June 18, 2024) I would call for an update and only ever got through to reception. At this point having paid a deposit we just wanted an update. Not once did I receive a call back or information on the doors or install date. The Manager did not call back at all as promised after I would call weekly for an update. They just refused to call back or take the phone. Today (June 18, 2024) I received a voicemail from the original sales person who came to our home. The Voicemail read as: "Hi ***** , it's **** ****** calling from Bath fitter I was the sales guy that was out and spoke to you and **** about your shower . Give me a shout back to discuss what's transpired at my office . It looks like the powers that be my boss is not interested in doing the door because it's not a bath fitter base he's concerned that it won't fit fit . So he wants me to just refund your deposit now I know that leaves you and **** in a bit of a jam . I'm hoping I can still fix this for you , but I just wanted to talk to you about it to see if you're interested in helping give me a shout back on my cell to discuss to discuss . That and other things and hopefully we can go from there. 9 0 2- 8 * ** * * * ** OK, talk soon…” Our issue is: This business took out deposit gave us a timeline of two-three weeks and did not follow through with what we had purchased. Extremely ******** Management and a non-existence refund of our $500 deposit. I am seeking out $500 refund for deposit as well as an apology for the lack of service we experienced. **** *******

  

  Business response

  09/07/2024

  I called **** ******* on 06/24 to advise deposit check had been cut and mailed to her for the full amount.
  
   
  
  She acknowledged that and thanked me for doing so.
  
   
  
  We consider this file closed.
  
   
  
  Thanks,
  
  **** *********
  
  

  Customer response

  09/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21867717, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  *. Sept. 8, 2023: ***** **** (consultant) came for a consultation. Took measurements. Gave me the contract and price. I paid 5000.00 upfront via e-transfer and financed the remaining 2715.35. ***** informed me that it would be 12 weeks wait at most (December, 2023). * Jan. 19, 2024 installation: cancelled by Bathfitter * Feb. 3, 2024 installation: cancelled by Bathfitter * Mar. 9, 2024 installation: cancelled by Bathfitter * Apr. 12, 2024 installation: cancelled by Bathfitter but **** from Customer Service promised to send out an installer the following day at 8am. * Apr. 13, 2024: installer (Chadwick) was 2 hours late. He called at 9am to tell me he had slept in. ******** phoned me in the early afternoon to inform me that he was unable to complete the installation of my tub, shower walls, shower head, faucet, piping because the initial measurements taken were wrong. **** called me later to apologize and tell me that he would be sending a senior installer out on Apr. 19, 2024 to give me a beautiful bathroom. * Apr. 19, 2024: installer (**** *********) arrived at 8am as I was leaving. He phoned on my cell and I confirmed that the side door was open for him. I asked him to please phone me if he had any issues and to let me know when he was leaving (as the door would be left unlocked). By 6pm I had not heard from him. I phone him to see if he could tell me when he would be finished so that I could lock up after him. No answer. Left a message. No return call. I arrived home at 7:30pm to an open door, no ****, and a half finished bathroom (no tub, no shelves, incomplete wall, no soap dish) Apr. 20, 2024: I called Bathfitter and spoke to ****? in Customer Service. She had no idea why my installation was not completed and told me that **** would follow up with me on Monday. Apr. 22, 2024: no call from **** Apr. 23, 2024: **** called. No explanation for why the installation was not completed. No explanation for why my house was left unlocked and not sure how long it was left unlocked (he estimates maybe 2.5 hours). I chose to cancel my contract and asked for a refund. He said he would get back to me very soon. May 1, 2024: I called Customer Service. Left a message for ****. Still waiting

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my bathroom installed in August it is now November and I’m waiting for them to come back and assess my bathtub. It is quite small compared to the one that was in there and we didn’t realize just how small. My bathtub was not properly assessed as it was during Covid so everything was done virtually. All told my bath tub was nearly $8000 which is crazy for what we actually got. I have talked to the company and they still have to come back to install some missing parts and see what I am talking about. I try and talk to them and then get no response. Please help me

  

  Business response

  25/11/2022

  We are in touch with the client and are working towards solution 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩