Complaints

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 9/02/22 I gave the sale Marketing Specialist a Check for the amount of ******** towards a new Hydro Therapy Bath and the contract stated the work will start in 4 - 6 weeks, never happened. I checked my bank and the check was placed in ************************************ account. I called ************ a number of times, and finally got a hold of a women who said the unit was there and they said the handle had a hair line crack and they had to wait on a new handle about three weeks later I started calling again with no results, so I decided to call the installer and he said they were on the way here and the transmission on his truck went out and he turned his truck in for repairs, so this time I called the owner a number of times ************ and finally got a hold of him and he stated he would have the installer here Wednesday or Thursday and that never happen ,then a number of week of calling ******* ( **** ) ****** the owner to find out what is going on and he said he is going out of business and that is just tuff luck that I'm losing my money. So I need help getting my money back. I was needing to buy this tub because my wife and I are both disable , my wife was in a vehicle accident some years ago and its just getting really hard for me to get her in and out of the tub we have now, I can't afford to buy from somewhere else without getting my money back ***** dollars. Thank You for any HELP

• Initial Complaint

  12/28/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 4/4/2022 my wife and I entered into an agreement with *********************************** Our salesperson was district manager ********************* who was starting a new outlet for ********* in the Kansas City area. We signed a contract and wrote a check for $8000.00. was made out directly to *********. The contract reads approximate start date 4/15/2022 and approximate completion 2 to 3 days. With those time lines I should have sensed something wrong . 2 to 3 days for a complete bathroom remodel. How dumb was I. Any way due to a medical issue my wife made a request to move the start up time back to the end of June or first of July. **************** eagerly agreed with us. This was the second indication something was not right. At this the excuses begin. The date of this contact was 7/5/2022. In the first part of August I contact **************** about up coming doctor ************ and scheduling around them. **************** says it would be better to move start time to after Labor Day. We have no choice but to g o along with this. There is no contact with **************** ,who by the way is now in *********** on vacation. 9/24/2022. Finally contact **************** he says he has checked the schedule and were next if all the parts are here. There not. 10/3/2022 **************** texts me that the installer for *********** was killed in car accident. He says schedule has been " thrown off"" but we are next. 10/14/2022. ****** texts again and says "" May need a divorce from this company". Make sure that I Call *********************, who I guess is the head man in *********, first thing Monday morning about getting my deposit back. 10/17-24/2022. Call ********* office and ******** *************) number everyday for a week. Nothing. Finally on 10/25/2022 *******, the " phone girl" calls me and says she recieved a note from ****** that the check for the deposit of $8000.00 will be mailed 11/1/2022. It is now 12/27/2022 NO CHECK. All I want is my deposit back. I desperatly need your HELP! Thank You for your time.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had a salesman reach out to us regarding a walk-in tub. We paid the salesman a deposit of $5675.00. for 50% of the total price on September 1st, 2022. They never delivered the tub and keep stalling us. We no longer trust this company and would like the company to just refund our money.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract 14-weeks ago with ************************************ on 07/27/2022 for tub and shower install. verbal Contract specified installation on both would be started in 4 to 5 weeks from contract date and would be completed 2 to 3 days after starting install. In good faith effort, I have paid $9,000 toward a $27,500 contract. To date, I have experienced minimal communication on any progress/updates regarding the 3-month delay. After repeated calls, I'm informed, "Our company is experiencing supply-chain issues due to the nations economy." I am seriously considering a means to cancel the so-called "signed Contract." It is strongly felt, ********* may be in breech of the contract. It is now November 2nd 2022. The office number ************, ask me to leave a call back number but I have yet had a phone response. I'm left wondering, "Should I have started business with this company? Please assist....

  Business response

  11/28/2022

  We took delivery of his showers today! It will be installed this week. Most likely Wednesday *****. We apologise for the ******************* as you can see by the date delivered, it was today. About 6wks later than usual.

  Customer response

  12/06/2022

   
  Complaint: 18350156
  
  I am confused once again and unsure whether to continually accept or reject this response because: The install date via phone call from an individual representing the company called and personally notified of a continual delay and postponed the date. The individual explained he had forgotten he had (2) Personal Appointments -- One which required a "Sleep-apnea" exam scheduled for this week of Monday the 5th. He notified me that he would instead be here Wednesday Dec 7, 2022 to begin installation alone/solo.

  I'm curious if this deadline will be moved out further. If so, It's time to request a refund of all good-faith forwarded money transactions should further delay continue----OR---- A three-way phone call between the Contractor and BBB.
  
  Sincerely,
  
  ***********************

  Business response

  12/19/2022

  This job is completed. 2 bathroom gut and remodel.  Customer happy

  Customer response

  12/19/2022

   
  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

  10/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract date: 3/24/2022 Has been started but not completed. Have tried calling multiple times, - 8/18/2022 said she had covid and couldnt respond - 8/31/2022 said it would be done in 2 weeks - 9/26/2022 no answer - 9/30/2022 no answer - 10/04/2022 said they would be here next week to finish - 10/20/2022 no answer - 10/26/2022 no answer Paying $173.75 per month for 132 months

  Business response

  11/21/2022

  There was some trim that needed put up. Our manufacturer didn't include it in our shipment. To be honest with you, I was under the impression that it was completed until last week. I had our mfg ***** the pieces to ******************. One of my installers, *****, has appointment set to take care of it This Saturday 11-24.

  Again my apologies for the delay.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract with Thera-Spa on 03/20/2022 for tub and shower install. Contract specified installation on both would be started in 4 to 5 weeks from contract date and would be done 2 to 3 days after starting install. After repeated calls the tub was not installed until June. On one call I tried to cancel and was told I couldn't because I signed a contract. However, the are in breech of the contract. It is now July 10th. They started install on the shower on July 5th again after repeated calls. Shower is still unfinished ******* said he was missing a part and he would have it overnighted by ***** and finish the install the next day. No package has been delivered. We have not been able to make contact with the ******* after calling the cellphone number given to us from the *******. Do not do business with this company!! They are shysters!

  Business response

  07/11/2022

  Although I respect the customer, this complaint isn't completely inaccurate. As EVERYONE in this country knows, the supply chain issues that have hit most manufactures have also hit ours. What at the beginning of the year was a 2 week turnaround for Spa tubs has turned into 7-8 and what was a 3wk turnaround for custom showers is now 12. We are at the mercy of our suppliers. The *********** financed through one of our lenders and have one loan for 2 products. The reason for the tub wasnt installed earlier is we tried to wait for the shower to do at the same time. When we found out the delay on the shower, we went ahead and installed the Spa Tub. The shower came in recently and somehow our manufacturer didn't include some trim(inside Corners etc.) but were supposed to be ***** to the home last Thursday. They didnt get them out in time and im as unhappy as they are and i apologize for our mfg. Our Installer has had contact with them multiple times since the 5th including This Morning. We cant move forward until its delivered which will be Tues or Wed of this week.  I realize these delays are a real inconvenience and frustrating for our customers as they are for us. Once we start the shower it wont take more than 1 day to finish.

*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. ↩