Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On June 1, we signed a contract for a walk-in tub with company. After finding out that the salesperson mislead us about Medicare reimbursement, we canceled the contract because we couldn’t afford the cost. When we signed the contract, the company took out a $11,500 advance from the loan we had secured. After we canceled, the advance was supposed to be paid back to the financing bank. As of today, 9/13, it has not been paid back. I have called and called and just keep getting put off. They tell me they are working on it, but that was back in July. The loan company will soon be requiring me to make payments on something that never happened. I never saw that money or have I had access to it. I’m furious. We are senior citizens and we feel we have been taken advantage.

  

  Business response

  09/22/2024

  We sincerely apologize that your project could not be completed as planned.  We were under the impression that everything had already been cleared with Medicare on your end, as any reimbursement from them is not something we could possibly guarantee ourselves.  Since your cancellation request was outside the required cancellation window, we did explore several other options in an effort to work with you, but ultimately we could not come to an agreement with you on a solution.  We have fully refunded the payment that was processed with your financing.  Again, we do apologize that your project was unable to be completed, & for any stress this has caused you.

  Customer response

  09/23/2024

  Better Business Bureau:
  

  In response to the Business’s communication—I am very disappointed with the wording of this letter.  The company was not truthful in regards to the whole situation.  Their salesman ASSURED us that Medicare would pay for a portion and he promised to help if we ran into problems.  When the contract was canceled, the company said not one word about it being past the cancellation period.  In fact they KNEW at the time I cancelled that their salesman had not done a good job.  They owed it to us to cancel the contract without issue.  The tone of their response blames us and I feel they owe us a TRUE APOLOGY  without casting aspersions on our character.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until October 1 for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just before Memorial day found water coming up under flooring in 1/2 bath. Called plumber, we used before about other work (**** *** *******), unable to find source of water cost $1,446.00. They recommend ******** **** ********* cost $670.00, they found water source to be coming from water value in NEW SHOWER INSTALLED BY JR BATH. When water was turned on it came on both in the shower & between the shower wall & drywall of kitchen. JR BATH did come out & determined the water value was installed WRONG, they fixed value, but left flooring in 1/2 bath unrepaired, have not made any effort to repay me the $2,116.00 it cost me to find the institution mistake made by JR BATH! This is no way to treat a ** year old Disabled Vietnam veteran on fixed income!!!

  

  Business response

  09/03/2024

  ****** ********, we sincerely apologize for the water leak you experienced.  We wish you had given us the opportunity to address it for you before bringing in other companies so we could've had a chance to make it right.  As an extension of our apology, we will be issuing you a check to reimburse you for the two repairs you had done.  If you are in need of any further assistance involving the Shower Stall we installed for you, we ask that you please reach out to us.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The end of January 2023 I had a walk in shower installed along with a shower door. A couple weeks after installing the one side of the shower door would not stay close rolling open one to two inches every time you try to close it it will roll open. We called JRs and they sent out a repair man he said he fixed it but the next day it started rolling open again. We called again Marissa who is in charge of repairs was to call us back, this did not happen so I stopped in and once again Marisa was not available. The receptionist said she would send her a email with the problem and I did see her type the email. Once again no response from Marisa. I called again about three weeks later and was able to talk with Marisa in which she said she never got the email. She did set up for the repairman to come out. The same repair man came out and did nothing to fix the door he said he would go back and talk with Marissa about getting a new stopper. Three weeks later we were still waiting for a call or solution. When I got no call again I again went into the showroom and talk with a gentlemen in the office who was going to find out what was happening still have not heard anything. Three weeks ago I called again and spoke with the manager who was going on vacation that week but would follow up with the problem when he returned have heard nothing from him. Wednesday of this week I called again and spoke with Rob who was going to get back with me that day or the next still have not heard from him. It is now going on six months since install. I just want a new door or this one repaired so water isn’t getting all over our floor.

  

  Business response

  07/24/2023

  We sincerely apologize for the inconvenience.  We have tried to come out to resolve this issue a few times, most recently the week before last, but you weren't available.  We will be happy to resolve this repair with you. Please contact us at your earliest convenience so we can find a day that works for you.

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Lynne *******

• Initial Complaint

  03/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In February of 2022, we were visited by a rep in our home. He gave a great presentation and we signed on to have the project done. Unfortunately, we couldn't get financing. I called to get my deposit back but was told that we might be able to get in-house financing. I asked to look into that. A couple of months went by and we heard nothing. I called back and they said they had a plan and would send someone to get my signature on the documents. This was in May of 2022. The sad part of this "loan" was that it included a high interest rate, and no work was to be done until at least 80% of the loan was paid. I'm not sure how that is fair, especially since it cost them nothing as they weren't providing me with anything. Regardless, we didn't feel we had much option and getting our money back seemed fruitless. However, no payments were processed. I chalked it up to miscommunication and looked for other options for financing. After several months and exhausting all my options, I decide to call and cancel the whole deal. I called on 3/9/23 and was told I'd hear back early the next week. When I didn't, I called again on 3/16/23. I was told it was being discussed and I would again expect to hear back by next week. This is ludicrous. It's the same run around I've gotten since I initially tried to cancel my project.

  

  Business response

  03/27/2023

  We did try to get this customer financing to no success. He was waiting on a settlement. Since nothing happened he been reimbursed. 

  Customer response

  03/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** *****

• Initial Complaint

  02/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 9th 2022 a sales rep from JR Bath came to my residence to give me an estimate on getting a new walk in shower installed.Upon arriving,I discussed with the salesman Phil that I had already applied with the USDA and was approved for a grant,but was waiting to hear back to see if it was going to be a full grant or partial. After knowing this information Phil proceeded to continue to talk about a loan company that could finance me. Phil then got on his laptop and started asking me my personal information, then a few minutes later he proceeds to tell me he needs my electronic signature.I was under the assumption that the reason he was asking for my Information and signature was part of the estimate process.Then after a few more minutes he proceeded to tell me I was approved for the loan.I never gave it any more thought or said anything to him about it, because I just assumed that it was a pre approval and that I wasn’t going to go through that loan company when I already was approved with the USDA and Phil knew this before he even began with my estimate as I stated above. That night I received an email from ***** loan company saying that I was approved, I didn’t even open the email, but could see where it stated that.I once again didn’t give it any thought and ignored that email. So on December 9th that was the last time I heard from anyone at JR Bath until 2 months later, I received a phone call on February 13th 2023 @ 11:59am from Dillion the finance manager asking when I wanted to set up the installation of my shower,I proceeded to tell him that I was not going to go with JR Bath to do my shower installation.He then proceeds to tell me that he already has received the money from ***** loan company in the amount of $10,900 dollars on December 9th.I told him that he better return the money bc I didn’t consent to any of this.He tells me that he’s not gonna return the money bc he’s not gonna take a loss on materials.I want the money returned and this resolved.

  

  Business response

  02/28/2023

  This customer signed the contract and approved the loan application. She signed the contract in person and approved the financing on her own cell phone. She never called in or gave any written intent to cancel. We called to schedule her install at this point she stated that she already canceled. In Ohio you have 3 days to cancel a contract without penalty she is way beyond those parameters. I have attached the contract.

   

  Thank you,

  Dylan ********

  JR Bath

  

  Business response

  03/20/2023

  This is a copy of the signed contract and the cancellation requirements.
  We have a signed contract and customer approved the financing.
  We ordered the product and once it was inspected we made the call to install her job. 
  This is when we were told she wanted to cancel. 

  Customer response

  03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I am not satisfied with the response from JR Bath. They knew when coming to my house I did not need to finance a loan already had an approval from the ***A. So this situation is caused by them having me sign for what I thought was for an estimate.
  
  I want the loan canceled in my name. There is no other solution that I will accept. They took advantage of me. In my opinion I as an elderly person was seen as an easy target.
  
  Regards,
  
  ****** ***** 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a bathroom remodeling project in May 2017 with a lifetime warranty on parts and labor. I have had some in-warranty service calls since then without any charge. But for my most recent in-warranty service call, on 1/5/2023, they charged a "travel fee" of $50.00 which was not mentioned in the contract. When I called on 1/3/2023 to request service, the phone representative told me about the charge. When I objected, he said that it had been added after my contract, maybe around 2019 or during the COVID pandemic, and that my warranty covered parts and labor but not the new travel fee. I told him that I didn't see how they could add fees after the contract on a whim, for any reason they wanted, but he said that it was introduced by the owner and that he (the phone representative) couldn't do anything about it. I asked the representative how I could contact the owner, and he said through e-mail and gave me a general company e-mail address (*****************). After the phone call, I sent an e-mail to that address on 1/3/2023 objecting to the newly-added fee. I needed the work the to be done under the warranty, and the company had said when I contracted with them that the warranty would be voided if anyone else worked on the installed parts, so I scheduled the appointment while knowing that they intended on 1/3 to charge $50.00 for it. I was hoping that they would not charge it after all when the repair was done on 1/5 after my objection on 1/3, verbally and via e-mail, but they did charge it and I did pay it, since that was the only way to get the in-warranty service I needed. But I consider the additional fee for in-warranty service being imposed years after the contract was signed to be an unfair business practice.

  

  Business response

  01/16/2023

  Mr. ***********
  
  Let me start by saying we do appreciate you as a long time customer and appreciate your feedback always. 
  
  Your warranty has not changed, nor will it. JR Bath has always stood by the lifetime warranty with PARTS and LABOR. We always handled repairs in the past free of charge, as
  circumstances were covered under our warranty. The trip fee that was put in place a few years ago covers ever increasing fees such as gas increases, rising vehicle maintenance fees, 
  and just general price increases across the board. I'm sure you as a consumer can understand that all prices have gone up in the past 5 years, and 
  the Covid pandemic certainly hasn't helped. Gas prices alone have increased from $2.19 a gallon in 2017 to $3.24 a gallon in 2023. As the times change, so must the company and as
  a company that cares for our customer base, we opted to make the transaction as easy and affordable as possible. We wanted to keep the trip fee as minimal as possible while we still 
  provided service to all of Northeast Ohio. Overall, we received very positive feedback from our long term customers praising the move to keep the cost as 
  low as possible.  We put much thought and research into the decision and checked with dozens of other home improvement companies to ensure what we were doing wasn't out of the realm
  of normalcy. 
  
  I know that not everyone understands why this move was made and that not everyone will accept it. For nearly 45 years we were able to operate without charging fees for in-home
  visits. Instead of raising prices to cover the items mentioned earlier, this was the decision we made. 

  Sincerely, 
  Rob Mylo

  Customer response

  01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. My reply to the business appears below.

  **********

  Mr. Mylo,
  

  Thank you for your considered response.

  
  However, the fact remains that you are charging customers for warranty service for which there was no charge when the warranty was issued.  At that time, the ONLY costs that existed were for parts and labor, as demonstrated by the previous in-warranty service your company has provided to me, and customers had no reason to suspect that there would be additional, invented costs in the future.  But now customers can’t receive service which is covered under the warranty without paying a fee that you created and imposed after the agreement was made.  The amount is currently $50.00 and is currently called a “travel fee”, but you could just as easily, for example, charge the exact amount of the labor cost for a given in-warranty repair and call that additional charge some type of fee that is nominally unrelated to the labor.  The only difference from what you are now doing would be the amount that was charged and what name you gave for it, but the effect to the customer would be the same:  paying something for services that were supposed to be free under the warranty
  

  I do understand that costs have risen since 2017, but I do not accept the claim that those increased costs justify revising past agreements.  Modifying the terms of new agreements to include additional fees that are spelled out when the new agreements are made would be reasonable, and probably would make good business sense if you’re not able to cover your ongoing business costs adequately.  But de facto altering of past agreements by introducing new mandatory fees is not reasonable.
  

  Respectfully,
  

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

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was having plumbing problems where tub was and to get to it plumber suggested tub to shower renovation found jrbath through ****** list. Had them come out in June of ‘2022 and gave them $5000.00 to start for supplies told us they would come to do the work in September haven’t heard from them since June. We are not in the habit of giving anyone that kind of money so if you are not doing the work give us our money back.

  

  Business response

  10/17/2022

  Like most companies at this time our lead times have been unfortunately extended. They are on the schedule now and have been confirmed.

  Our most sincere apologies for these longer than expected times. We are actively trying to hire more installers but we will not just hire anyone.

  Thank you,

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

  JR Bath

  Customer response

  10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an order on May 28th, but cancelled it on June 3rd. I’m still being contacted by ***** loans about money being due even though I have received no services. I’ve made several calls to ***** but they said they need something in writing for them to cancel my loan. I called JR Bath and was told my message would given to the accounting department but I never hear back. I am still getting emails from ***** that my payment is due. This is affecting my credit score each month that passes.

  

  Business response

  09/21/2022

  When this customer canceled the order they closed the financing account as well. We could not do any type of refund to the account that was in a closed state. We worked with the finance company and the customer to get this resolved

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with them back on March 15, 2022, and cancelled it 2 days later. It is now May 12, 2022 and my funds are yet to be returned. I have made multiple phone calls to the business and spoken to Dillion and Rob both, assuring me this was being handled. Monday May 9, the moneies were supposed to be refunded according to Dillion last week. I got a loan document today and called to the lender and JR Bath has still not refunded the money. They did NO work for me and are holding $5500 that belongs back to the lender/me. In addition, the funds are accruing interest, but have not been used. I would like the intial balance plus interest refunded. At this moment the total is $5554.90

  

  Business response

  05/23/2022

  A refund has been issued to this customer. We do not have many sales that get canceled so we sincerely apologize for any inconvenience this may have caused.  

*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. ↩