Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On August 12, 2004, **. *** ***** of Ohio Bath Solutions evaluated a bathroom problem at the home of ***** ***** involving the removal of wall tiles on one wall and installation of a one-piece seamless wall lining on that wall. **. *****' price was $5000.00, with a $500 down payment, which **. ***** gave him. **. ***** had a Home Improvement Installment Contract ready for **. ***** to sign which was the payment schedule for the project for a total payment of $7970.00. At this time, **. ***** left but never gave **. ***** a Purchase Agreement and Specification Sheet with details that described the work to be done. Also, on the Contract, there are no dates that specify when the work will be started, when the work will approximately be completed, and the estimated delivery of the goods. On August 15, 2024, their contractor, who had to measure for the fitting, said that the original estimate did not cover all the details of the work to be done, which **. ***** gave to **. *****. **. ***** contacted **. *****, who said that he made a mistake about the original cost of $5000.00 and that any additional work would cost $700.00 more. **. ***** began calling Ohio Bath Solutions, and finally on August 23, 2024, he talked to the General Production Manager to cancel the project because of no Purchase Agreement or Specification Sheet. The Manager said that the contract cannot be canceled and **. ***** would be charged for the wall lining that was already completed at their factory. On August 28, 2024, **. ***** sent certified letters to **. ***** ***** and to the Manager detailing the above information and requesting a refund of $500.00. Still no one contacted **. *****. On October 2, 2024, **. ***** again sent certified letters to **. ******** ***** and **. ***** *****, requesting a refund of $500.00. There has been no response from anyone from Ohio Bath Solutions.

  

  Business response

  10/21/2024

  Bath Fitter is in receipt of this complaint and would like to mark the issue as resolved. We have contacted the customer and are issuing a refund of the deposit. 

  Customer response

  10/29/2024

  [[BBB transcription via phone call]]
  

  The consumer has stated they have been in contact with the business and are waiting on their refund. Will contact BBB back if not received in the timeframe that was supplied by the business (10-14 days). Closing as resolved.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Tuesday 5/13/24 Ohio Bath Solutions tried to sell their product to me but we never signed the contract. They took a down payment from my bank account anyway even though no sale was completed. This amount was $3,787.00. The person never left a direct number or a person we could talk too. I want them to do an immediate refund. Since their was no sale there was no reason that they should have taken the money.

  

  Business response

  05/22/2024

  Bath Fitter is in receipt of this complaint and would like to mark this matter as closed. On 5/22/2024 we reached out to the customer to inform them that the money has been refunded and they will see it on their card with in 72 hours. The customer is satisfied with this. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Didn't inform customer that the shower was unsafe. No traction at bottom so you won't fall. Called $423.00 to spray on coating. That will wear off and turn yellow. The most unsafe shower for Seniors ever. They give you nothing to read. After they put it in take your money. Then you get a booklet. The salesmen Never said anything about the bottom of shower. Has you sign fast. Never lets you read anything. No pamphlet Nothing. This is one over priced Shower with horrible safety features for elderly. When the Service guy comes out to Spray Bottom. That's when you are informed in 3 months it will turn yellow and begin to come off. So you pay all this money *********. Then they tell you $423.00 for a useless coating. If this is not the worst business practice of business. Plus selling something that is horrible unsafe. *** came out September 12. Measured September 25. Was told 4 weeks. Wasn't put in till November 17 and 18th. Then guy came out to Spray a coating on November 27th. When I found out that would ruin the bottom. This has been and awful experience from the start. I'm stuck with and unsafe shower.

  

  Business response

  12/13/2023

  Bath Fitter is in receipt of this complaint and we wish to mark this matter as closed. We offered to apply the spray grit at no cost at the time of insallation and the customer declined. We are now looking to offer a scuffing process in the spirit of customer service. 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The salesman told us certain things that were not possible to make the sale.The 1st man who did the initial installation did the entire job incorrectly. He was very unfriendly and sermed bothered to even be doing this job. The tub made a popping sound when stepped on, sides and top were not sealed at all except for the one area that was sealed to a wall cabinet that would be removed when we finished the bathroom remodel. We would have been happy to tell him the cabinet would need to be removed if he wasnt shut in our bathroom the entire time, not speaking. There was sealant on the brand new flooring we had installed prior to the installation that was reported twice and never addressed. We had to remove it. He left trash and metal racks laying in our driveway when he left. The Kent office manager poorly addressed this situation by promising to call to discuss this issue but wouldn't call. An entire re-install was needed according to the warranty company. The second man arrived, did not have the correct materials needed for the job. Had to come back a week later. Finished the re-install but for some reason changed out the overflow and drain stop, which would have been fine except now they both appear to be a shiny chrome not brushed nickel like the previous ones. Now, they do not match the other brushed nickel parts on the unit. The warranty company agreed they need to match and sent out "****" to replace them. **** was rude, barely spoke and appeared upset he was even at our home. He told me the 2 parts are brushed nickel like the others and "they will wear over time and match". When I told him that makes no sense because the other parts that were removed matched and hadn't worn out yet, he said that they are different manufacturers so that's why they do not match. We were told all hardware would be Speakman brand. We were told 2 weeks agothe manager would call but has not. That has been almost 2 weeks ago.

  

  Business response

  06/21/2022

  On 6/9/2022. we went to the customers home and installed the matching brushed nickel fixtures. This has now been resolved. 

  Customer response

  06/22/2022

  This complaint was made AFTER the technician arrived and did NOT install anything. He arrived, with shiny brass materials that do not match. Please refer to my original complaint for further details so that I do not have to explain again.
  I wad told by the warranty company that a manager from the Kent office would be contacting me to discuss this issue. It has been almost a month and no call.

  

  Business response

  07/11/2022

  [BBB Transcription via Email]

  ****** ******** <***********************>
  Thu, Jul 7, 4:19 PM (4 days ago)
  to me
  
  Good afternoon,
  
       I wanted to update you on the ****** complaint. I reached out to our install manager and we are in the process of finding a vendor that makes a suitable replacement for the type of hardware that the customer ordered for her installation. As of now we no longer carry it. We have found a work around however. Some of the big box chain stores have them. We plan on going out next week to purchase one and then install it in her home. I sent her an email and left her a voicemail with an update. Once we set up the install and its completed I will update the ticket.
  
   
  
  *** ********
  
  Program Manager – Voice of the customer | Homespire Remodeling Group
  
  ***********************
  
  Cell: ************
  
  Office: ************
  
  Start your career today
  
  Bath-fitter.com/careers

  Customer response

  07/11/2022

  I did receive an email from *** last Friday stating Bath Fitter was trying to find the correct overflow and drain, but there was no call or voicemail. I appreciate that someoneis now tryingto locate the hardware that we purchased, but this could have been attempted weeks ago when we first reported to Bath Fitter that these 2 pieces do not match. Instead, we were told that 'they are brushed nickel and will wear overtime' and then the second explanation was that they no longer carry the Speakman hardware we decided on in our contract.
  I spoke with *** via phone over a week ago. At that time, I asked what the process is for ending this contract as it was breached by Bath Fitter now that they cannot provide the hardware we bought and agreed to in the contract. She was supposed to ask a manager what that process is and get back to me but I have yet to get a response. We have been told several times that the installation manager is supposed to be calling to discuss this issue, but he hasn never called.
  We are beyond frustrated with this entire experience and I have taken several days off of work to allow several different technicians in our home to do repairs and evals. We have purchased the rest of the needed hardware and materials to finish the bathroom remodeling and purchased brushed nickel items to match what we purchased from Bath Fitter several months ago. No one informed us that the technician would be removing the drain and overflow during the re-install or that once he chose to remove the previous drain and overflow, that the same agreed upon items were no longer available. This is absolutely unacceptable and an extremely poor way to treat paying customers.

*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. ↩