Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******* ******* consultant and manager *************************. Requested tub and shower doors only. I received no shower doors and an oval shaped tub that is narrower than the previous tub and CREAKING. There is no documentation that I agreed to the tub that was installed, and the contract only states size to be determined at measure. During consultation the same size tub or larger was agreed to. The company responded by telling me that this tub is actually larger than what I had before and to get the proper sized tub, I would have to pay an additional $3000 over the $7000 I had already agreed to pay, and that I had to sign a new contract. They also ordered the wrong size shower doors, so for that I have nothing but holes in my shower. Ultimately, I did not want to sign another contract; I should have been given the proper sizes to begin with. I was given a tub that is 39 inches at its widest point, but my space is over 48 inches. There was plenty of space to put a wider tub without major construction (walls did not need to be knocked down for a better width), this is obvious from the photos. My emphasis on this fell on deaf ears. I then elicited the help of a friend who also has lifelong contracting experience. On 3 way was *****, the contractor, and me. The truth came out at this point. First ***** admitted the obvious, the tub is more narrow and only deeper than the previous tub, not LARGER nor the same size! ***** also admitted with the contractor on the phone, that the size, model, and cost difference to get one tub vs another was never presented to me; I was just arbitrarily given a smaller tub! When I asked that ***** return my $2000 deposit, initially he agreed then he reneged. At the end of the conversation, ***** was on the phone cursing at me and the contractor. No one was cursing at him. I attempted to reach The Five Star Bath Remodel Cooperate offices multiple times and got no callbacks at all. I want a refund.

  Business response

  09/12/2024

  **************** was very impatient with the whole process. At first after the contract was signed and agreed upon. The 30% down took about a week in a half. Yet she was ******* for us to hurry up to install without confirming the deposit. Once we received the deposit. We confirmed the order and she stated that she would like a 6 jet tub similar shape as the old one but also bigger and remove the step from the old one. By doing so we ordered a 60 x 40 where as her previous tub was standard 60x29 1/2 one piece with a built in step. When our installers came to her home to get started on the install. They took all the material in the home. The install took a total of 4 days due to plumbing and electrical work to connect the the jetted tub. The tub was in her home the whole time. I'm sure she has seen the tub but instead of mentioning that she doesn't like the shape and would like to hold on to review other options. She proceeded to allow the team to install. We came to a hold on completing the install due to the tub sprout on special order that would take three days to come in. On the day it came in. Customer called and said she doesn't like the tub and that it doesn't feel like it looks big enough. She was expecting something bigger. ***** went to her home to show her different options and explain the differences in size over the Oval shape and the square shape. At that point it was 2 inches difference and a difference in gallons. 75 gallons( Squair) over 65 (Oval). She agreed to pay the difference in price for the Square and that I would take the cost from the other one and apply it to the Square one. Total after cost/credit would be $3,000. While ***** was in the home. He asked should the company be using the same card on file. She said No and that she would just complete the project with the financing option. Later to include in that conversation, **** stated that if she doesn't like something she brought with her card. She files a claim to get her money back from the merchant. ***** left her home with that agreement to move forward with the New contract and finance option. That same night Saturday around 11pm. **************** emailed ***** stating that she is ok with the current tub and said to please complete the install. She doesn't want to pay any additional money for ten more gallons or two more inches. It wouldn't make any since because the one that is bigger would require us to expand a wall in her bathroom to fit a much bigger tub. That she wasn't charged for. So, ***** scheduled the installer to go complete the custom ordered sprout install. The Project manager had a shower door company come out to do measurements to complete the shower door install after the sprout was finished on the jetted tub. 

  Day 3 after the shower door measurement was completed. **** called ***** on three way with another person on the phone. Claimed he was a contractor. This man introduced himself, then proceeded to over talk the situation proclaiming ownership over *****. ***** at then got aggravated. He was being verbally attacked by some stranger forcing Five Star to come to the home, take out the jetted tub and give her the $2,100 dollar deposit back. *****, after thinking about the request stated no.

  Here is the reason why: **** has been complaining about everything from the beginning. The past tub was trashed and the current tub in the home would be a missing/blank space. **** would complain about that also. Especially knowing that when she gets another contractor to do the job. The cost would likely be same or more and we would never hear the end of it. Just like now. 

   Note: The cost for that tub and installer to come out to complete the job and materials ordered, plumbing and electrical work was more than $2,100. Did we make a profit or did we try to get over? NO. South Atlanta lost money working with ****. 

  **** went to her credit card company, lied and said we didn't complete the job when it was. We requested a review. Showed pictures that were time stamped and provided emails of her stating she would like to keep the tub in the home and her signed contract. **** still owes Five Star Bath of South Atlanta $4,900 dollars for the full completion of this deal. The company has agreed to let this battle go without taking any further legal actions. Instead, **** has manipulated ****** Reviews and BBB reviews in order to get $2,100 dollars in refund for a job she wanted to keep. At this point, I'm certain that what ever we have tried to do to make well with this project. South Atlanta would not be able to make her happy. So, we would like to let her enjoy the new install on us and part ways.     

  Customer response

  09/12/2024

  To Whom it May Concern,
  

  I will breakdown this statement line (lie) by line. Behind each dash is my response.
  

  **************** was very impatient with the whole process. Actually I was happily surprised with the time it took to get started.  Initially I was told the materials would take 1-3 months to make.  This process started over a month before I moved into the home so I was hoping to get this done in that time.  As seen in the emails, I only asked about the start date, a customer asking a question is not inpatient.
  

  The 30% down took about a week in a half. -  As mentioned in the email chain which was produced for your viewing, my Discover card was flagging the transaction, the funds were there but the card was not allowing the charge until I verified multiple times.  Maybe this was a sign that I should have paid attention to; to not move forward with them as this has been a total headache!
  

  Yet she was ******* for us to hurry up to install without confirming the deposit. The correspondence is recorded; this is not true but just added for fervor.
  

  We confirmed the order and she stated that she would like a 6 jet tub similar shape as the old one but also bigger and remove the step from the old one.   By doing so we ordered a 60 x 40 where as her previous tub was standard 60x29 1/2 one piece with a built in step. -  The tub shape was never discussed.  The previous tub was rectangular and not jetted; the old tub did not concave.  The tub oval that was arbitrarily chosen for me concaves in the center, lending to a tub that is  2 inches narrower than the previous tub and also less comfortable.  Also notable is the fact that ******* stated per email that the previous tub was 56 x 24, now its being claimed that the previous tub was 60 x 29.5.  The measurements could be coming from the sky.  I never measured it myself but by looking at the pictures, comparing the spout to each side of the tub, it obvious with the naked eye that the old tub is wider.   The new tub dimensions are 39x58, which also is 2 inches shorter than the tub I had even per the business' responce.  2 inches in the tub world makes a huge difference.  The new tub is shorter and more narrow.  I have attached illustrations below from the manufacturer, *************************** The tub model is BR 20.
  

  The tub was in her home the whole time. I'm sure she has seen the tub but instead of mentioning that she doesn't like the shape and would like to hold on to review other options. -  The tub was not visualized until it was in place, I also did not live in the home at that time.  I opened the door in the morning and the workers locked the door at the end of their days.  I would double check that the door was locked after work.  The house was empty and I have an alarm system. 

  We came to a hold on completing the install due to the tub sprout on special order that would take three days to come in. On the day it came in. Customer called and said she doesn't like the tub and that it doesn't feel like it looks big enough. She was expecting something bigger. -  As seen in the email chain I provided, I did not see the tub until the night of Aug 1st when I moved into my home.  That was the day the tub was installed without the spout.  I immediately emailed Lavezza the consultant once I saw the tub. 
  

  She said No and that she would just complete the project with the financing option. -  ***** and ******* attempted to gaslight me.  Before signing a new contract as suggested,  I decided that I should not have to do that and did not.  I have the right to change my mind as a customer and I should have been provided with the correct sized tub to begin with.  My space is 60 x50 inches.  A ***** inch tub could have been installed into my space initially.  I realized that I shouldnt have to pay an additional $3000 for that.  I later found that the smaller tub costed them <$1000 and the tub they were proposing to replace it was about $1300.  Apparently they really wanted to save that $300 and give me the smallest tub possible.
  Later to include in that conversation, **** stated that if she doesn't like something she brought with her card. She files a claim to get her money back from the merchant. What was actually mentioned in my home is that ***** the owner filed a claim with **************** because someone had stolen money from him when they were supposed to advise him on his start-up.  This is a flagrant lie and indicative of the nonexistent integrity of this company! A claim was filed with my credit card company after ***** stated he on the phone was finished with my project and I had a tiny tub and no shower doors.
  

  ***** left her home with that agreement to move forward with the New contract and finance option. That same night Saturday around 11pm. *************** emailed ***** stating that she is ok with the current tub and said to please complete the install. She doesn't want to pay any additional money for ten more gallons or two more inches. As indicated in the emails, I attempted to acclimate to the tub to save the $3000, but I realized I never should have had additional costs for the proper sized tub.  I was never ok with it.  2-3 inches and 10 gallons of water makes a huge difference in comfort!  They should know this, but apparently, they dont know much about bath tubs!
  

  It wouldn't make any since because the one that is bigger would require us to expand a wall in her bathroom to fit a much bigger tub. -  The tub they were wanting $3000 for was 60 x 42.  My wall is 60x50.No walls had to be knocked down for this tub.

   

  The reason Five Star has provided for not just restocking their tub and returning my deposit is a very poor excuse and shows the intelligence,maturity, and accountability of a very small child.  Quite deviant even.  Im concerned about the public with a business being run like this.  I have to get a new tub due to the size and that fact that its creaking this tub is faulty and not to my satisfaction;  and have no Shower Doors AT ALL.  The work was not complete and I'd like my money back.

  Business response

  09/13/2024

  Honestly,

  Under a signed contract for service that we uphold is a 3 day cancellation period after signing, not after a full install. Changes to a contract can result to additional charges. As for this situation. Customer is unhappy and we tried to reconcile the matter. She chose to stay with the current contract. After the install was completed. She decided to ****** in the ear of a simply unidentified person who states he is a contractor and that we doing bad business. Our thoughts were if she knew a contractor in advance to do the job. Why did she go with us? Draws a huge question as to why are we going through this. Slander on our name and of a service that was completed without full pay but requesting a refund. 

  Note: If South Atlanta did her wrong. Why did her credit card company give us the deposit back after they charged us back after she disputed it. Simply because she has stated in email that we are to complete the current contract. Progress pictures were sent including the final completion image. In otherwards, South Atlanta Won that case. So, now South Atlanta is going through these review complaints as Slander because it did go her way.  

  We are going to leave this matter to our legal team in hopes she would take down all the slander negative reviews on ******* ****'s Leads and BBB site within the next week or we are going to sue for more than requested for the full service including legal fees and time. 

  Thanks 

  Customer response

  09/13/2024

   
  Complaint: 22269752
  
  I am rejecting this response because:  I paid a $2000 deposit for work that was not complete and otherwise not done properly nor to my satisfaction.   I have no shower doors and the installed tub was inadequately size for the space and creaking. 

  I have attached the tub(s) dimensions as it did not attach in the previous correspondence.  
  
  Sincerely,
  
  *********************

  Business response

  09/13/2024

  We have stated our facts. We are giving **** 1 week before we take legal actions.

  Customer response

  09/13/2024

   
  Complaint: 22269752
  
  I am rejecting this response because:  I paid >$2000 for a tiny creaking tub and have no shower doors.  I was initially seeking that the merchant simply return the unused tub and return my deposit but instead was cursed at  (with a witness to correspond all my statements).  If law is reviewed, its obvious that telling the truth is not a criminal or civil violation, and the truth should be told.    
  
  Sincerely,
  
  *********************

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