Complaints

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave $1500.00 to this company for a remodel of a bathroom represented by Mr ******* ****** on 6/5/24; we signed incomplete contract by him which excluded my wife’s name; no one came out for measurements when promised the following Tuesday- we called them and they sent someone out on Thursday, 6/13/24; we had no follow-up after that so I called asking for my money back and they connected me with a manager, ****** ****** , who has been playing phone tag with me. No response, no services and they continue to keep my money: $1500.00

  

  Business response

  08/14/2024

  This consumer has been refunded in full.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted on 11/04/22 With Four Seasons Home Products (Bath Planet, and LEISURE LIVING) to Replace an existing tub with a shower pan and an acrylic enclosure, including shower doors. The TUB area only. A 60"X30" shower pan was installed (per their salesman and also their man who came 11/09/22 to measure the area. Shower pan installed did not meet the existing floor tile. They continued with the installation anyway. Later we were told, "you needed a 60"X32" (by their head of installation). In an effort to correct their HUGE mistake, they continued making bad decisions, and demonstrated poor workmanship. This was to be a one-day installation. It began on Dec 12, 2022 and it still is not completed to our satisfaction. We want to hire an different contractor to correct all the errors and reinstall a tile floor. We have a fairly complete timeline with photos and videos illustrating the mess we endured. We have asked for a refund of our deposit and we have contacted their finance company to say we refuse to pay the loan due to the fiasco. We had an attorney lined up to take the case. However, he has decided his work caseload is too great to do this in a timely manner. How do we locate another attorney? This was one was recommended as a home improvement litigator. Two supporting photo/video evidence are uploaded. We have a myriad of supporting photo/video evidence as well as emails, texts, and the contract. We feel that the contract was voided by them when they cut into the area that was not included in the contract. They tore out our tile floor and replaced it with vinyl....which was not what we had planned at all. Many poor decisions and poor quality workmanship and very poor communication followed. We need to start over with this project but NOT with company.

  

  Business response

  02/17/2023

  In response to a complaint made by ******* *** ******* ***** on 2-2-23.  Yes, we agree that shower base was mis-measured. The shower was installed and noticed at the completion of the project. That being said, we sincerely apologize for any frustrations that may have occurred during the bathroom upgrade project, due to the shower base being approximately 1” narrower than you expected. As a result of their disappointment and our devotion to customer service, we went above and beyond the contracted scope of work, in great lengths, in an attempt to make customer feel as though their experience with Four Seasons Home Products was top notch. Some of the items we performed at no charge to you include, but are not limited to; removal of existing tile floor, supplying and installing new plywood and moisture barrier, supplying and installing new flooring in the entire bathroom, supplying and installing all new trim in the bathroom and around the bathroom floor, painted (1) wall of wainscot, upgraded your showerhead to a rain showerhead, supplied and installed (2) towel bars, installed your customer supplied vanity, vanity top and faucets, supplied and installed (2) new shut off valves to your vanity, and although the contract specified we would only be covering up the existing window, per your request, we repaired your existing rotted window frame and supplied and installed a new window kit instead. In fact, when we completed our project, you filled out the customer survey and gave us the highest possible scores, which was greatly appreciated! (Please see attached photos and documents for support) While we are extremely empathetic to their frustration, we feel absolutely confident that we not only successfully fulfilled our original contractual obligations, but in addition, went above and beyond in an effort to acquire customer satisfaction. Therefore; as a result, I must inform them that we are unable to comply with their request for a refund.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contract with the company on March 10, 2021 for a new tub and surround in the amount of 9,465 dollars, and we gave 4,732 dollars up front and which we are still paying faithfully. At that time we given a guarantee of the installation, workmanship and product by the salesperson, **** ******* The company, including the Owner ****, has had to come out multiple times to address multiple issues concerning installation and workmanship as well as warranty/guarantee issues. We have contacted the company multiple times throughout this past year attempting to have the biggest issue resolved which is that the caulking (sealant) was done improperly due to the fact that there are numerous places for water to go behind the newly installed surround and tub. We have either been completely ignored or told that we do not know what we are talking about, and that the system does not need to be sealed from the outside and the caulking is for esthetic purposes. The latter was told to us less than a month ago the second time that the owner ****, came to the house. We were then told by **** that he would get back to us the following week. We again had to initiate the conversation after two weeks of being ignored. We then began an email thread concerning these matters in the hopes of a resolution and have continued to be ignored. We feel as though we were given a fraudulent claim that the company would honor its guarantee of installation and workmanship due to the fact that NOTHING has been done, or even attempted, other than to have an employee show up with an empty caulk gun to simply caulk over the holes which have been allowing water to go behind the surround and tub for the entire time since the second time the company had to come out to fix things. We have done our best, up to and including asking for the company to propose an arbitration resolution, which they still have not done. We do not feel there is any other recourse and hope for your help in this matter

  

  Business response

  09/23/2022

  In response to complaint given by Mr. ******* for a project we completed for ****** ******* ** **** ******* ******.  We have had numerous communications with Mr. ******* about his expectation of a proper caulking job and what he desires for the completed project.  We have been out several times to re-seal and caulk the wet area of his tub. Over the previous two weeks **** ******* our owner did a site inspection and determined that the job was completed well above industry standards.  He was able to find a small pin hole and offered to send out an installer to redo caulking.  There was no water damage determined from pin hole in caulking.  When the installer showed up, Mr. ******* turned them away because he insisted that we tear out and redo to prove there is no water damage.  We will not tear out a job to prove when there is no evidence of this.  I have attached the original completion survey which was completed by original buyer where we received all high marks.  At this point we have done everything we can do except for re-sealing and caulking tub area since our installer was not allowed to complete without an ultimatum from Mr. ******* of tearing out something that isn’t needed.  Below you will find the latest email conversation with Mr. ******* this morning on 9-23-22.  We would be happy to re-seal and caulk bath job but will not redo the entire job.
  

   From: ***** ****** 
  Sent: Friday, September 23, 2022 8:30 AM
  To: *** ******* **********************
  Subject: RE: **** ******* **** *****
  
  Mr. *******, let me start by once again telling you how much we appreciate you and value you as a customer. That being said, I have complied with every request that you have made of me. The only contract in existence is the original contract, which I have supplied to you, along with the warranty, several times at this point. The owner visited your home and found that our installation was well above the industry standards, but he did offer to come back out and re-do the caulking, if you would like for us to do that. A contract of arbitration is when two parties come together to settle a dispute out of court. There is no contract of arbitration in existence between us. The owner came out to your home, inspected the work performed by our company and was extremely happy with the outcome. He did say there was one small spot in the caulking that was not very noticeable, but he would be happy to have one of our installers come out and re-do that for you.
  I am very sorry that you felt you needed to contact the BBB, since we have complied and communicated with you consistently. Customer service is very important to our company, in fact it is our customer service that has enabled us to become one of the leaders in our industry.
  I am sorry that you are experiencing this frustration and you feel as though there is paperwork that you are missing, but once again, I assure you that you have copies of everything.
  
  We wish nothing but the best for you and your family with a future of health and happiness.
  
  Best wishes;
  *****
  
  ***** ******
  Finance Manager
  
  
  
  
  SUNROOMS | WINDOWS | BATH PLANET PRODUCTS | SIDING

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a porch enclosure installed by Four Seasons at a cost exceeding $20,000.00. In February of this year wind or lightning caused a tree to fall on our house, damaging a panel of the porch. I have been trying since March of this year (2022) to get Four Seasons to inspect the damage and provide an estimate. I have exchanged at least eight emails with “******,” who always promises to schedule an estimator to come out, but has failed to follow through. Please help us resolve this problem.

  

  Business response

  09/23/2022

  I reached to Mr. ****** and delivered the estimate to replace his damaged panel.  We will be replacing panel in mid to late October.  Once we complete repair, I will update complaint to close out.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  see attached I have never been so badly treated by a company as I have with FOUR SEASONS HOME PRODUCTS. A proposal of $29,924.00 was accepted by me on June 16, 2021. On June 21. 2021 1 attempted to contact the Project Manager**** ******** **, and was told he was unavailable. Only one of several later attempts over several months. I had questions concerning the ***** *** loan papers that stated that if the installation was not completed by December 2021 the loan would be withdrawn. The agreement also stipulated that if the loan was paid in full within a year, no interest would be charged. This was my understanding. I am 83 years old, retired, and on a fixed income. The ***** *** agreement made the whole project possible. This project was not completed by December 2021, and wasn't started until May 2022. **** did come out and took measurements and with a letter cover letter dated August 4, 2021, I received drawings for the Proposed Sun Room. The materials had to be custom manufactured specifically for my property I was told. With no response to my repeated calls, on August 26, 2021, I called the company and told them I wanted to cancel the project and was told I could not, that there would be a 25% charge for cancellation (though that box on the proposal was not checked), that much of the materials were already in manufacturing. I relented as I had planned to make the space an aviary. A new hobby. Now that construction has finally started, May 20, 2022, I find that that the final project will not look as the drawings show. There are spaces (a 9" strip going all the way across the roof and down the front) that will be filled with "filler" material. So much for custom manufacturing. Just this morning (May 20) was informed that there would be a delay in putting glass in some areas as the shipper had broken the pieces in transportation. Material is supposed to be available on Monday May 23 and installation could begin on the following Wednesday. We'll see. The employee doing the installation has been helpful and I sympathize with his situation. Early in the beginning install he was here for no more than a couple of hours a day as he was responsible for training new installers at another location. My project waited. If the parts were custom manufactured, why does the installer have to make so many adjustments, scavenge parts from the warehouse, and make alterations?

  

  Business response

  09/07/2022

  This has been 100% resolved. 

   

  Customer response

  09/08/2022

  In your letter of May 26.2022 you requested a follow up if the complaint was resolved.

  Shortly after filing my complaint the CEO of Four Seasons came to my home to confer and that is when things started getting done.

  He listened to my complaint about the finished room not being completed per the drawings I had approved. He instructed his employees to comply with the drawings.

  Since then the build progressed in fits and starts until completion on August 19, 2022. I agreed to some minor compromises just to get the job done. There were delays due to modifications, broken glass and leaks but I am not unhappy with the final result.

  I am appreciative of the BBB's influence in getting my complaint resolved. Thank you.

  I will never understand why I was treated so shabbily.

*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. ↩