Complaints

• Initial Complaint

  20/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One Stop Bath renovated our bathroom for $10k. Since then then our shower has been leaking. We complained for 3 moths before they showed up yesterday to fix it. They guy told me it will be at least 24 hours befors we can check the leakage. I checked after 24 hour but the problem did not resolve. After he left, our downstairs neighbor's bathroom ceilling is dripping water. When i tried contacting One Stop Bath again, they did not respond.

  Customer response

  04/07/2023

  I am writing regarding the above complaint. I have received confirmation from my neighbours that one Stop Bath visited the leak at their unit. The work is now complete *** * ***** **** ** ******** ** ********** 
  

• Initial Complaint

  18/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November of 2021 I had flooring installed in my bathroom by OneStop Bath. When the new flooring was being installed there was a four inch gap between the subfloor of the bathroom and the hallway. I mentioned at that time that a board should be inserted to support the new flooring. At the beginning of 2023 I emailed the company to say the flooring was sloping and I was concerned it was going to crack. Appt. set for April 3 when I received an email on that day asking for pictures. No show because of lack of staff. Next appt. April 6 9:00 a.m. No show because it was the long weekend. Next appt. April 11 in the morning. Joe (the installer) was supposed to call me later in the day. Nothing until 8:30 that evening. Next appt. April 12. He came at 5:00, sprayed foam in the floor gap and then left. I called him at 8:30 to say the transition piece from the hallway carpet to the bathroom floor had lifted and was dangerous. He came back, stepped on the floor in the bathroom and cracked 2 boards in doing so. Joe was to return on the 14th at 9:00. No phone call. At 9:20 I called him and he said Erps C. was supposed to call me to inform me the appointment was cancelled. When I spoke to Erps he denied any liability saying it wasn’t the installer’s fault that he cracked the flooring. Erps said he would call Joe and find out what was going on and he would call me right back. No phone call. I finally called at 5’ish that night and Erps yelled at me for about 10 minutes never taking a breath. I finally had to shut him down in the same manner and he emailed me to say that someone would be at my place by 10:00 at the latest on April 17. I received a text message at 9:57 on the 17th saying no one was coming. He offered me a paltry credit of $100 to pay another contractor to come and do the work. I informed him that sum was unacceptable. I said I would contact a contractor, get an official estimate and that should be the amount I should receive.

  

  Business response

  03/05/2023

  This is the same client that gave the previous complaints. The client provided her own materials for the floor. We only did the labor and therefore this void all the warranties ( *** ******** ******** ) . Despite all of this we were trying to do the client a favor by sending someone at her house at a time that will work for us but client was not corporative with us. 

  Customer response

  03/05/2023

  
  Complaint: ********
  
  I am rejecting this response because the person the company sent to fix the floor caused more damage by spraying foam under the boards and then did not weigh them down.  The floor lifted up and when he returned he stepped on the boards and then they cracked.
  
  Sincerely,
  
  **** ********

  

  Business response

  22/05/2023

  The company did not provide the floor to install and therefore wave any warranty. We will invoice the client shortly for the inspection.  

  Customer response

  26/05/2023

  
  Complaint: ********
  
  I am rejecting this response because there was never any indication given by the company that my providing my own flooring would nullify the warranty.  Also nothing like that is shown on the contract.  When I contacted the company regarding this issue, nothing was said at that time either.  

  it appears the company keeps making excuses to shirk their responsibility with respect to their 100% guarantee.  The workmanship was ****** and then sending someone to fix it suggests they knew that to be the case.

  When they offered $100 to be applied to my hiring another contractor to fix the job that also seems to indicate they were at fault.

  Sincerely,
  
  **** ********

  

  Business response

  19/07/2023

  No one never " yelled" at this client. **** ** * ****. In return this client has been nothing but ********** and **** to all of our staff. We as company reserve the right to not serve a current or previous client if they don't treat the member of our staff with respect. In regards, to the flooring. As stated to the previous email. The client provide her floor. When a client provide their own materials, this void all the warranty. Our decision is final. 

  Customer response

  19/07/2023

  
  Complaint: ********
  
  I am rejecting this response because their response makes no sense with respect to the original complaint?  They are now suggesting behaviour that is untrue and their ***************** is evident in that they are now just ********* on a personal level.  Again, I reiterate that there is nothing in the original contract to indicate that my providing my own flooring would nullify any warranty.  Also, the offer of $100 indicates that they knew they were at fault.  They should understand that they need to stand behind what they offer to their clients and perhaps make their contracts more legally binding.  They have misrepresented what they initially offered to me and they should be held liable to the original contract.  100% warranty is not what is happening here!

  Sincerely,

  **** ********
  

  Customer response

  14/08/2023

  This matter can now be closed.  The company has finally paid up.  Thanks for all of your hard work.  Enjoy the rest of your summer.  Cheers.  ****

• Initial Complaint

  30/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 29, 2021 I entered into a sales agreement with One Stop Bath for a shower enclosure. The installation was to be for 3-4 days. The installation commenced Nov. 3. I had difficulty with the installer because he insisted the vanity needed to be put again 2 walls. Finally he installed it the way it was meant to be installed. The installation was partially completed but I needed the glass doors. They were to arrive Nov. 19 and I was left with a flimsy shower curtain that didn't work. At some point the sales rep actually charged my credit card for $5000 which I had not authorized. I informed him of this and he promised no further charges would occur. The doors finally arrived and when the installer showed up he informed me that the company broke the original doors and that was why the delay. Then the installer realized they had picked up the wrong door from the warehouse. They installed it and left the bathroom an absolute mess. The door didn't fit properly and my bathroom had water seeping out which damaged the new baseboards. The proper door was finally installed on Dec. 1. The baseboard needed to be replaced. Since the installation I have really loud knocking in the pipes. I informed the sales rep on Mar. 21 and he ignored my email. Finally on May 6 he responded. I spoke to the installer on May 6 and he said he would come the following week. He never showed and now no one will answer their phones. I had a plumber and he told me it would cost over $1,000 to repair the noise and then I would have to get a drywall person in to repair the hole that he would have to make in the wall in order to access the pipes. That would probably be another $1,000. This is because the plumbing was installed incorrectly. So, the company's promise of 100% guarantee and 3 day installation is bogus. I have had so many disagreements with these people it is beyond belief and the stress is insurmountable.

  

  Business response

  07/07/2022

  Business Response /* (1000, 6, 2022/06/29) */ Hello, Our project manage went on June June 8 at the client's house to inspect. We did book an appointment to have one of our installer come and change the pipes in the area where we work. We did redry wall the area and plaster it. We will do a final painting this Friday July 1st in the same area and complete our part. Thank you for your corporation. Consumer Response /* (2000, 8, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) On June 8 the initial installer showed up. He didn't have any idea how to diagnose the problem. He suggested it was in the hot water line only. He also said I might have to hire a plumber after all to fix the problem. The next week they sent another person to look at the problem. He listened for some time and then cut four holes in the drywall in the hallway going down the stairs. We both listened when the pipes rattled. His initial determination was that it had to be one of the pipes. I kept insisting that the noise was at the joiners and he initially remarked that those joiners should have been copper and not plastic. He decided to return on another day and he would replace those joiners with copper. The next time he showed up he said that he had two other solutions he wanted to try. So he removed the shower handle and said there was an air pocket in that handle that needed to be cleared. I kept running the faucet in the vanity and he kept "bleeding" the handle. That stopped the noises. After that he had to return two more times to fix the holes in the wall, sand, and then paint them. They are still faintly visible but I certainly didn't want any more hassles if I pointed that out. So, in essence, had the shower originally been installed properly, the shower handle would never have caused all of these problems. The initial installer that showed up on June 8 should have known that. In retrospect, there were five visits to fix all of these issues. And they were totally unnecessary. In the end result, yes, the company remedied the issues that I initially complained about. But by the time I look back at the misrepresentations as to time, quality of work, following up on mistakes make, the amount of my personal downtime waiting for resolution of same, ******** and what I have determined as ************* of a senior, I am at a loss as to why this company would ever deserve a 5 star rating. They might be a 2 star. Thank you.

*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. ↩