Complaints

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 4, 2024 accepted contract for tub liner installation. Was told would take around 3 weeks to get the form made.At the end May, Bath Fitter called indicating they needed to remeasure and apologized for the delay/inconvenience .In the 3rd week if June I called to see what was going on with my order. I suddenly got scheduled for installation for June 19th. Although it was not said , I felt they forgot to schedule me until I called .On June 18, Bath Fitter called to cancel the installation for June 19 and kicked the can to June 26th.On June 26th the installer claimed he could not remove the tub faucet without the toilet being remove first and he could not do that. Installation again cancelled !!Several people have been involved with this order and after 8 weeks of delay upon delays, I am no closer to having my order installed than I was back on May 4th. It appears there is no one in charge of "quality control" at Bath Fitters in ********** and that there is an awful lack of training and communication between staff members. I feel everyone involved should have been able to recognize that the toilet may be in the way from May 4th. These delays are causing a HUGE loss of rental income, unnecessary stress to me, and regrets that I I even ordered this liner. I would have been better off replacing the tub with a new tub.It certainly appears customers are expendable at this ****************** franchise. No one gives a dam!

  

  Business response

  07/03/2024

  We are delighted to announce the successful completion of ************************** clawfoot tub liner installation on July 2, 2024. The installation was carried out smoothly, and the final result is a stunning addition to his bathroom.
  
  Our customer service representative contacted **** today to ensure his satisfaction. He expressed his satisfaction with the outcome and confirmed that he will be sending a check for the services rendered.
  
  We are pleased with the positive result of this project and appreciate ************************ patience as we ensured the correct tub liner was installed. We apologize for any inconvenience caused during the process and are committed to continually providing excellent service.

   

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

  Bath Fitter Clearwater, FL

  Customer response

  07/03/2024

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

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bath fitter came in on January 10 for a two day remodel. They set the tub wrong. On January 11. Brought a new one January 12. Redid the plumbing, Did not reinstall a water vent. Sent a different plumber to tear out plumbing and install it correctly but didn't show up till January 16. Keep in my mind we only have 1 bathroom. We could not shower or use the toilet because the water would not drain. We used a bucket in the shed. Had a professional plumber come to look at it. He put a temporary vent on until they correct the issues, which resulted in additional expenses. Not to mention they charged extra $2000.00 because they said there were no stud's in the wall. But we took pics. There were so stud's. All they needed was 1 extra piece of plywood for a soft spot. Called 2 day's in a row. Will not return my call. They said my toilet would not flush because it was draining wrong, but the plumber I hired said it's in the original state. Tub drain installed incorrectly. Wrong size pipe. And he also stated that both plumbers they sent could not have a license because of the shotty work. Not to mention they covered everything with spray foam so you could not see anything. They were supposed to email receipt. Never got one. Just charged my card.

  

  Business response

  01/26/2023

  We are trying to set up a meeting with our Installation Manager to review the situation. We have provided 4 dates for next week, but have not received a confirmed date yet from ******. We will continue to try and set up a meeting so we can go over the facts in this situation and come to some agreement. More to come.

  Customer response

  02/01/2023

   
  Complaint: 18824342
  
  I am rejecting this response because:

  The lady lied to be you. I told them I was available on Monday the 30th She said they were booked all week that they could not come over till the following week. I can't miss any work. Already gave them a week to get it right and no contact 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/01/2023

  We spoke with ****** on 2 occasions on 1/25/23 to try to schedule a meeting and accommodate his schedule and our availability. He gave us one date that he was available, Jan 30th but we were booked solid that day. However, we did offer to see him any one of the 4 days following Jan 30th when we had an opening. Unfortunately, he declined due to his work schedule. We are trying to schedule a day and time that works for him, one that our installation supervisor also has availability. We left him another message in an attempt to schedule a meeting. He is always welcome to call us directly.
  
  Background:
  Before installation work began, the Bath Fitter Installation Technician noticed the plumbing was incorrect at this mobile home the vent pipe was loose and disconnected, allowing air into the lines. There is clear evidence that this plumbing had been an ongoing problem even before he bought the mobile home in 2022. The toilet and the clean-out at the end of the toilet line have been purposely loosened to allow the water to leak out of the pipe so that it won't pool in the pipe. Mobile homes have a 3-inch line at 6 feet in length that can't hold the weight of all that sewage and water pooling. The water has been dripping so long that there is a crater hole from this activity underneath the mobile home. We suggested that he get it fixed.
  
  1/12/23 Bath Fitter completed the contracted bathtub job and was signed off by *************
  
  On 1/13/23, ****** called Bath Fitter to complain about a drainage problem. We sent our licensed plumber (CFC1430535) to investigate that same day. *********** replaced the bath drain under the bathtub and reconnected the vent for the bathtub that was originally not connected before we started our project. He did not touch the fitting that ties into the main stack nor the line that runs into the tub. The bathtub was now draining correctly.
  
  Regarding his toilet not draining correctly, *********** told ****** that this was due to the backflow (pitched in the wrong direction) on the toilet's main line. It was not a "problem" before Bath Fitter installed his new tub and wall because the vent was disconnected. He also informed ****** that the toilet not draining is a separate issue and has nothing to do with the bathtub or the Bath Fitter installation. It is the original faulty state of the mobile home's plumbing (see first paragraph in Background).
  
  ****** had his plumber come out to assess the situation. His plumber installed another toilet vent so it could drain even with the pipe pitched 'uphill'. He added a 'temporary vent', meaning he never glued it to make it a permanent fix, but it fixed the problem, and now the toilet is flushing. This plumber stated that Bath Fitter's plumber incorrectly installed the tub drain. *********** installed a scheduled 40 DWV PVC Pipe fitting, which is considered a correct and upgrade installation since used for high-pressure soakers or jet tubs.
  
  We are still determining what ****** wants Bath Fitter to do, which is why we are trying to set up an appointment with him. The Bath Fitter job and contract are complete, and the tub is draining correctly. And according to ******'s own plumber, his toilet is also draining correctly. Regarding previous leaking and faulty plumbing, this needs to be addressed by ****** with his plumber.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bathfitter shower installed 2019 with lifetime warranty. Called about a crack in June 2022. They sent someone out in August 2022 who looked at the problem but did not have the supplies to fix. I have since scheduled the repair multiple times but they keep no showing (last no show/no call 8am-10am dec 15,2022 ) I have since left messages and spoke with ****** but she said it was ********* problem but still have not heard back. If I pay my own repairman the lifetime warranty will be invalidated so I am stuck.

  

  Business response

  12/28/2022

  Bath Fitter is proud of our lifetime warranty, and we honor that for every customer which includes ***********************.  Bath Fitter has scheduled 3 service calls scheduled with **** since June 2022:
  
  1. August 18- Bath Fitter installer visited and inspected the shower floor. It was cracked and needed a new floor. The new floor was then ordered and on 9/7 the installation was scheduled with **** for 12/15
  
  2. Dec 15- Bath Fitter installer went to the site and didnt see building *****. The *** took him to the wrong location. He called **** and had a brief conversation that was muffled. He then called her back several times and she didnt answer.
  
  3. Dec 22- Bath Fitter installer went to Joans house and replaced the cracked floor with a new one and caulked in the other bathroom that was also a Bath Fitter remodel- all under the lifetime warranty.
  
  
  We are pleased to report that ***** Bath Fitter shower floor is replaced and we have completed the service project. Thank you.
  
  

  Customer response

  12/29/2022

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

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bath Fitter was suppose to remove tub and put in ******. They came 12/14 demolished tub and was suppose to come back 12/15 and finish job. Came back and could not finish because had to go back and cut wall. came back on the 16th and told him I had to be at Cardiologist by 1 - so I left and was home in 1 1/2 hours. He was gone and job not done. I called the office and wanted to speak with manager and they would not let me. I asked to have installer call me back and they said he left. when I came home and called to speak with manager the lady said she could talk with them and she would call back - never did. I called Saturday and another lady answered and said they would call today early - never did. I was told this job would take 1 day and when they called me to let me know when installer would be coming, she said 2 days. It is now 5 days and job not done I will be 78 in January and this has my blood pressure going very high and I'm a nervous wreck One more big incident when I came home from doctor ****** head was there and I turned it on and all black water went all over, which I was on hand and knees - I also have a sciatic back and acid reflux - in pain after that Shower cannot be used until new ****** head goes up and also a permanent curtain which I'm paying for Salesman told me to put up extension rod and use ****** I cannot put a rod up and ****** sprays all over PLEASE HELP They r taking advantage of a older women

  

  Business response

  12/29/2022

  ************************* is a returning Bath Fitter customer. We remodeled her bathtub at a different location in 2015. Thank you, ******!
  
  This new remodel contract with Bath Fitter is a bathtub-to-shower conversion. On December 14, 15, and 16th, Bath Fitter attempted to complete the project but was halted when the customer made more than five changes to the original order and other changes after the tried installation process. These changes required Bath Fitter to order new parts, one of which will arrive in January 2023. We have scheduled a final installation appointment with ****** on January 12, 2023, and we look forward to completing this project at that time.
  
  Meanwhile, the shower is complete and can be used while awaiting the installation of the seat, grab bar, and permanent curtain rod. She can place a temporary and inexpensive tension shower curtain rod to contain the water during this brief time.

  We have attached the details in a pdf document.

   

  Customer response

  12/29/2022

   
  Complaint: 18608902
  
  I am rejecting this response because:they did not have to order any parts.  All parts were in stock

  I changed fixtures from chrome to brushed nickel and repair man said in stock

  I was going to change seat and didn't want to wait until 2023 and I told them to use original seat

  Can't use shower they didn't put shower curtain up and no crab bars up

  I'll be 78 in January and have no balance, sciatic back, acid reflux and very bad high blood pressure.

  No reason why this wasn't complete in the day and a half they promised.

  Ruined my Xmas and now New Years.

  Again all items in stock

  The crab bars r on my bathroom floor where they were left and the **** shower head I bought is also on my bathroom floor

  I told them to use the original seat they have.  
  
  Sincerely,

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

  

  Business response

  01/03/2023

  Just to clarify, We had to reorder the corner seat because when ****** said she didn't want it and we ordered a folding seat for her, that corner seat went back into our inventory and was used in a different job. So we are waiting for that reordered corner seat to arrive and then we can complete her project on 1.12.23.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 5, 2022, a BathFitter consultant came to our home for our initial consult. We paid our $550.00 deposit & scheduled our Tub install for April 6, 2022. This was suppose to be a quick and easy process; installation was stated as 4 hours and use the tub the same day. After returning home from work, i inspected the tub. I found that the soap dish had been broken and replaced with a cheap replacement, the finishes on new fixtures did not match, the caulking job around the tub was horrible and they CRACKED 2 tiles surrounding the tub. I immediately emailed photos to the Bath Fitter office and was advised they would contact THEIR handyman to fix the job (April 7th). I contacted the handyman and after inspection he stated he needed to look for new tile. Over the next few weeks, i had to continuously contact him and the BathFitter office to keep the process moving forward. On April 28th, we were told the tile was unavailable and they would not be able to replace the broken tiles. We would now need to replace the entire shower wall (all walls since cracks were in different locations.) Once again, i contacted the BathFitter office and inquired about resolutions to this issue. On May 12th, i was emailed saying that we could take a 20% discount (and still need to fix the shower walls) or they would put in one of Bath Fitters Shower walls. We were given the option to choose from the 3 CHEAPEST option or pay another $450 to upgrade. We had plumbers come out and were told we would have to replace it all, costing anywhere from $1700-2000. We did not feel comfortable advancing with Bath Fitter after the first horrible experince, so i contacted again asking for other options. I was met with a firm we stand by our work and options given. I then started to contact the corporate office on July 11th. After 3 emails, i was finally answered, with whats your zipcode? I replied immediately, still no response and emailed 2x since (July 25/Aug. 14). Can't get any help.

  

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/26) */ At this moment, we are in conversations with the ******* and working on a plan to repair the broken tile. Bath Fitter is confident that this will be resolved soon. We have a handyman Randall contacting them to set up a visit. He will measure the broken tile, find a replacement, and install them. If the color of the tile is not matching, we will have the white tile from above the tub to below the accent tiles glazed a white color. Bath Fitter will take full responsibility for all payments in this plan.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When it came to The salesman making the sale he was all promises and assured me that the job would be done as expected. The Friday afternoon before installation day which was to be that Monday I received a confirmation call that installers would arrive between 8:30 and 9:00am. Monday morning I had bathroom ready to go and at 8:30am I received a call from the company that my installation had been canceled. I was told that the new tub was damaged. I asked what the new installation date would be and I was told that they wound get back to me later in the day. They did not. The next morning I call Bath Fitter again to follow up and find out when I could expect installation. I also told the woman whom I spoke with that I expected a 20% discount due to the inconvenience. She told me that she would speak with her team and get back to me. After 48 with still no response I contacted my credit card company and disputed the charge for deposit given. I also disputed the pending charge of $5000 to be billed to my home improvement card. I further emailed the person that I spoke with last at Bath Fitter and told her that I am canceling my contract with her company and that I have disputed all charges. I also indicated that I expect a refund of the $605 deposit I gave to her company. As of now while writing this review, I still have not heard back from anyone at Bath Fitter of Clearwater. Don't do business with this company.

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/19) */ Bath Fitter had to reschedule ****'s installation due to a damaged bathtub and we told him we would call him back with a new date once we knew when the bathtub would be delivered to us. All of our tubs are custom made to order and it can take a few days to know when it will be scheduled to be made and delivered. He then called us before we had this new installation date and demanded a 20 % discount for his inconvenience. We always let the customer know that "Every effort will be made to meet the confirmed schedule and date(s) above but during these challenging times, supply chain issues and staffing emergencies may sometimes require rescheduling." Before we could respond with information on any inconvenience adjustment, **** cancelled his contract with and disputed the charges with the credit card company. Because of his action, Bath Fitter had to wait over a week to see if the credit card company would refund his deposit first before we sent him a check with his deposit money. If he had just asked and not disputed the charges with his credit card company, we could have sent him his deposit back immediately. On May 19, we receive word that the credit card refunded **** his $605 deposit. Regarding the $5,000 charge he mentioned, Bath Fitter never charges the customer the remainder of the cost until the project is completed, which he cancelled. Bath Fitter never had the opportunity to provide him with new dates, inconvenience adjustments and return his deposit immediately because he abruptly cancelled his order and disputed the charges. We believe that we acted in good faith and provide the best information we could with a custom bathtub order. Please consider our viewpoint and 32 years of excellent service before you accept this shallow complaint on your website.

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