Complaints

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details can be found in my recent review. The contract is attached. Work began on November 13, 2023. Deposit was paid prior to work starting. Although requested no specific date of completion was provide as there were dependencies on the sheetrock mud and paint drying times due to weather conditions. A draw of $4000.00 demanded and paid on November 2023 even though it was not stiplulated in the contract. Work concluded November 21, 2023, work was paid in full. Called back due to unsatisfactory workmanship (mudding, seams showing, poor quality painting) on November 28, 2023. Concluded work on November 30, 2023. Called back again dude to unsatisfactory workmanship (mudding, seams showing, poor quality painting). Returned on December 19-20, 2023 to address issues. Called back again and requested site visit by owner to validate concerns regardidng continuous unsatisfactory workmanship. Owner visited and acknowledged delivery of unsatisfactory workmanship. Assured to make it right. Work commenced again on January 16 - 18, 2024. While there was marginal improvement, the company was contacted on January 19th questionable workmanship. Pictures were requested and sent. The business was invited to again visit the site to validate extent of the issues as photos did not fully represent the concerns. There was not response from the business until February 13, 2024. In that response the following statement was made: "At this point, this can be cut out and start this process over and not float as much out or we can send a refund for what it would cost us to redo these two seams." On February 22, 2024, I sent an email response inquiring about the offered refund ie the amount, if it would also include not only the replacement cost but the cost of the paint job that is also questionable. I also invited the owner to visit to view my concerns. To date, I have not received a response. Please advise.

  Customer response

  04/05/2024

  TOO GOOD TO BE TRUE! Bath Planet of West Georgia seemed like the best choice. The renovation of a bathroom went smoothly, outstanding results and professional experience. I went back to them when I needed a straightforward sheetrock project completed; remove existing acoustical ceiling tile, replace existing insulation, install sheetrock, and repaint ceiling. They assured me they could do the work as their expertise goes beyond bathrooms. I knew it would be messy (sheetrock dust), I knew it could up to 10 days as the work was in November 2023 because drying of mud and paint but now in March 2024 the work is not completed on a level of professionalism and integrity I experienced with the bathroom remodel. I have tried to work with them. After the first three visits to satisfactorily complete the work, they blamed the poor work on an employee no longer with the company. The last visit while some improvements were achieved, the work is still not right; obvious seams, uneven mudding and poor painting. Along the way, shortcuts were discovered specific to rehanging ceiling fans, unsafe practices ie breaking a piece of furniture by standing on it while sanding. These were addressed however the latest residual matter is a large patch of paint residue remains on patio, outdoor furniture and on lawn from ceiling paint and clean up. My last communication (via email) from Bath Planet on February 13, 2024 discussed a need to remove/replace some of their new installation effort as the persistent, prominent seams have been ‘over mudded’ or having to do with "floating". It did not address the poor paint job. They offered to redo the work or provide a refunded on the rework. I followed up on February 22, 2024 asking about the offered refund and if it would include the cost of repainting the ceiling as they did not address my issue about the painting the ceiling. I have not received a response.

  Business response

  04/05/2024

  We have sent communications to this customer offering refund in which case she never responded.  We have been to this customers home for resolution a total of 6 total times and each time, she verbally ok's the work with our owner and then calls back a few days later requesting us to come out again.  At this point, we do not believe no matter what we do, she will not be satisfied either way.  This job was more than just a "sheetrock job" as there was also another room done and framing ect as well.  We have offered a refund to be proccessed of $800.00 which is what it would cost to cut out the two places she has most recently complained about (everything else has been addressed) and rectify and repaint the ceiling.

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  Bath Planet never sent me the response provided to BBB.  The amount $800 is not acceptable and inadequate.  In every instance approval of work done was contingent on paint or sheetrock mud drying. In every instance the vendor returned to address my concerns, they acknowledged the issues/problems sited were their fault. I am not a difficult customer. They provided less than satisfactory work. 

   

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

  Business response

  05/15/2024

  Most details in customers response were correct including owner, ******, was invited to come out and take a look at the job as to which she did.  Upon that visit, which was the first visit after the job was completed, which she approved before we left, it was deemed we would come back out and take care of the issues.  At no point was payment demanded, we asked for the draw because that was what we agreed upon.  What the customer is failing to mention is that every single time she requested us to come back out, we did.  Which was a total of 6 times with multiple days almost each time.  She is also failing to mention the co-owner of the business, ******, was the foreman of the job and oversaw all aspects as he was on site doing the work with his crew every day and every service call we performed.  We also requested her to stay on site while we did the repairs she requested each time and almost every time, she did not.  She always called us back the next morning stating something was not done properly.  The reason we stated "at this point this area could be cut out and remudded..." is because we don't think no matter what we did, we would not be able to satisfy her given the history of this job.  I want to be clear that that statement is not a slight towards the customer in any way, we have done work for her before and turned out well and we worked great together.  But at this moment, both sides are aggravated with the outcome and we aren't getting anywhere.  Furthermore, we have stated we are willing to refund the amount it would cost us to redo that section, which is about $500 plus $300 for her aggravation in the matter for a total of $800.00.  We have always made every attempt to satisfy our customers.  

  Customer response

  06/03/2024

   At the request of the BBB, I was finally able to obtain bids on the repair work.  I refused the $800 offer of reimbursement from the original contractor, Bath Planet of West Georgia of whom this complaint is filed.  With some difficulties, the bids obtains include the replacement of drywall indicated by Bath Planet of West Georgia, the uneven sanding in various areas of the ceiling and painting of the entire ceiling.  All of these are the outstanding issues in this complaint.  Bids amounts include $2500, $2350 and $3500.  All include labor, moving/covering furniture, site cleanup and supplies.   Please note these amounts are significantly greater than the meager $800 offered by Bath Planet of West Georgia and why I refused their offer.  Please advise.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We signed a contract on ********* *** 2023 for a shower with a tentative start date of ******23 and a tentative end date of *****/2024. We gave them a deposit of $3250. I have been in contact with them multiple times since January. They have told me in December/ January it was delayed due to the snow storms. Then later they said it was supposed to be shipped in a couple of weeks. Then a month later when I spoke with them they said the base didn’t pass inspection and had to be remade. Then now at least twice they said it would be shipped in 2 weeks. I spoke with them today and they said it hasn’t shipped and will be a few more weeks and tentatively set our install for the ** ** of April. I do not trust this will happen.

  Business response

  04/18/2024

  The dates Mrs. ******** is referring to are listed in two seperate areas as "Estimated Shipping Times", we can certainly understand how this can be confused as start times considering in a third area, that's what it lists.  We can also understand the concern she has in the time frame it has taken to get her materials in as well.  We make every effort to get items in as fast as possible but in some accounts, having a portion of the order remade is for the clients benefit.  We focus on quality of the products and that is our main goal.  All time frames given are estimates as relayed during the confirmation call and during the initial home visit, while we try our best to remain in these time frames, several factors did occur to make this order late.  A few factors of this was in fact the snow storm the northeast had that shut down those areas for up to three weeks which had our scheduled jobs pushed back because we did not get their products in time so it acted like a trickle down effect.  We have had a few bigger jobs that ran over their time that resulted in push backs of the schedule and have had a truck that was totaled with multiple installers not being cleared to come back to work yet thus making the schedule difficult and delayed.  We cannot knowingly send installers who are not yet properly trained to do a job they aren't capable of doing just to satisfy a cusotmers timeline, we cannont come in and remove a customers shower before we have the products to put back in it's pace, both being at the cusotmers benefit. We have always been respectful and polite to Mrs. ******** and would appreciate the same moving forward as that has not always been the case when she calls into the office.  We currently have her scheduled to begin on **** and will make every attepmt to be there then as scheduled.  I have attached a copy of the contract as well.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company this company and they had me fill out an application stating I agreed to the repairs. They never sent me a copy of the agreement. They never showed up to do the job. I hired them on Feb ** 2022 to update second bath at *** ***** *** I paid them 3000.00 which they have already cashed. They have delayed to long and I just want a refund.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/19) */ We contracted with this customer to install custom made products for her bathroom, she was able to design all products to the very last detail, colors and accents. This customer, upon signing up with us was told we had a current lead time from 12-16 weeks. She also signed her contract stating such so she was given this information in writing as well. We also have emailed this customer on X-XX-XX giving her an update on her project timeframe. We have been extremely communicative with this customer throughout the duration of her products being made. We called and left voicemails for this customer on X-XX-XX and X-XX-XX attempting to schedule her install to take place and she has not called us back. Due to products being custom made, customer is aware there are no refunds. As stated earlier, we have made several attempts to schedule her install, well before this complaint was filed, and she has not returned any of our phone calls.

*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. ↩