Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a shower *********** from Bathfitters in ******, *** in July 2024.On September 4, 2024 they came to remove the old shower and install the new one. I noticed immediately when I got home from work the tub had slice marks in it from maybe when it was being opened in the box or something. So I took pictures and sent them to the salespersons. I also noticed at the same time the damage to my sheetrock in the bathroom. I also photographed and sent to company.I spoke to *** the secretary in the ************* a few times, but she appears more aggravated than helpful. She was going to send a person to fill in the damage to the shower, however, we made it clear we did not want to pay for a damaged tub, we waited 14 years for this renovation and to spend almost $10k on a set-up that is damaged is not ok. The distance also appears to be an issue when service is needed, yet for the install the vehicles were safe to travel etc...We have been left in limbo with zero contact in weeks from Bathfitters. We want our account credited a substantial amount for the horrible customer service, inconvenience, and lack of their guarantee being honored for quality work. What we were sold is NOT what we received. This is very upsetting in many ways and we are now paying the next two years for a damaged product as well as assuming the cost to repair our bathroom wall.This is NOT good business or fair to the consumer.Thank you,***** & ******** *******

  Business response

  10/16/2024

  ***** and ********,

  I deeply regret to hear about the issues you're experiencing with our product and service.  Your situation sounds frustrating, and I sincerely apologize for any inconvenience you've encountered.

  I want to ensure you that we take your complaint seriously and appreciate you bringing these concerns to my attention.  I am actively engaging with the involved parties to come up with solutions that will rectify the situation and exceed your expectations.

  I have made an attempt to reach out to you on the number we have on file and left a voicemail regarding the same.  Could you kindly return my call at your earliest convenience directly to my cell?

  Thank you for your patience and understanding while we work diligently to correct these issues.  Your satisfaction as our valued customers is our utmost priority.

   

  Best regards,

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

  Branch Manager

  Customer response

  10/25/2024

   
  Complaint: 22414302
  
  I do not accept the business's response as a resolution to my complaint because: there has been no resolution so far, we now have to wait for a representative to come back to our home, to confirm the pictures sent and the damage. we work full time and they are 1.5 hours away. We cannot take more time off from work as this is our busy season. So we are still left with a less than quality job and a monthly bill for the next two years. Very disappointing. 
  
  Sincerely,
  
  ***** and ******** *******

  Business response

  11/06/2024

  ***** and ********,

  I understand the inconvenience that this situation may be causing you, especially considering your busy schedule.  After my communications with *****, a visit has been scheduled for Friday 11/15/24 at 1:00pm to investigate further and hopefully rectify the current issues you are facing.

  I am committed to ensuring that you receive the quality service you deserve.  Once again, I apologize for any inconvenience caused and appreciate your patience and understanding in this matter.

   

  Best regards,

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

  Branch Manager

*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. ↩