Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a shower installed. The installers did such a bad job with the install, shelves too high wall not plumb sheetrock uneven. They said they would tear it out and reinstall it. they insisted on sending the same installers. the reinstall was not much better than the first. The wall is still not plumb so shower door is out of line. Door handle hits grab bar and drain is not what was ordered. The wall is so out of line they had to put shims in the wall to line up the shower valve. I got no satisfaction from *** the man in charge. He offered to adjust it. There is no way to adjust it without a complete reinstall because the wall is so crooket. I would like a refund of at least $5000 which they refused. I believe I may have been taken advantage of because I am a retired senior.

  

  Business response

  01/29/2025

  At Pacific Bath, we are committed to reasonably resolving our customers concerns, as we have tried to do with this Customer. However, reasonably resolving a customers concerns does not mean that we just give money back because the customer makes a demand for a refund. When a customer has a concern, as a starting point, we determined if it is covered by the warranty provisions of the contract. If so, we honor those provisions and correct those warranty issues.

  In this matter, there were some warranty issues with the original walk-in shower Pacific Bath installed. Our local manager, ***, authorized a partial re-do of the shower that we accomplished. After the shower re-do, the Customer still has some concerns. However, unlikely what was indicated in his complaint, the walk-in shower does not need a complete re-do. The primary concern of the Customer has to do with the shower door. The type of shower door,a bypass, has a characteristic that there is a slight difference in spacing at the top of the door. This is required for it to have a proper seal. Again, this is not because the shower was not installed correctly but do to the nature of the door.

  We appreciate the Customers concerns and have provided him options to rectify them. To address his concerns, our Executive Vice President got involved to try to reasonably resolve this matter. She provided multiple reasonable options. As to the shower door, she advised the Customer that we would pay to have a custom shower door installed by a third-party. Another option she provided was for him to keep the existing shower door and give him a credit of $2,150 for the door, which is the reasonable value for that shower door.

  The Customer declined both options. During a call with the Executive Vice President, he kept insisting that he should receive a refund of $7,500,with no basis for why he should receive that amount. After the call, the Executive Vice President sent the Customer an email re-iterating the options we were committed to doing. We never directly heard back from the Customer. Instead, he contacted his credit card company disputing $5,000 of the payment he made. We challenge the dispute indicating there was no basis for the $5,000 claimed by the Customer. The Customers credit card ********************** agreed with us.

  As there was no basis for the Customers $5,000 dispute with his credit card company, there is no basis for his claim now of $5,000. Accordingly, we respectfully decline his demand. Nonetheless, we are still committed to trying to reasonably resolve this matter. So, we will reiterate the option of refunding him the $2,150.

  Customer response

  02/03/2025

   
  Complaint: 22795125
  
  I am rejecting this response because:

  The work was not completed to my satisfaction.

  The first install of the shower and putting the wall in so crooked and was so bad that *** agreed to redo it. He insisted the same crew do the job even though I requested someone else. *** said he would oversee the "reinstall" to ensure it was done correctly. When the crew showed for the redo, they did not seem to know what they were supposed to do. I had to call ***. When he arrived, he explained what was to be done and then promptly left and never returned until I called Him after the job was completed. The "reinstall" was almost as bad as the first. The wall they installed is still crooked, so the doors do not align properly. One door handle hits the grab bar. One panel is not properly glued in place as the wall is so crooked that they installed shims behind it to make it fit. Shower drain should have been brushed nickel but is only white plastic. Any real "professional" would not have installed the wall so crooked. 

  *** offered to have someone adjust it, but I declined as I felt I was being lied to about the whole thing. I also see no way to adjust anything without ripping it out and starting over.   *** offered $2100 for someone else to correct the problem.  I felt this was insufficient for the issues and the waste of my time.  And I feel we were taken advantage of because we are seniors.

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Walk in shower was installed Feb. 23rd & 24th, 2024. Seal on sliding shower door was not flush with wall. Mar. 5th, called about the seal. April. 9th, tech discovered bulge in wall. May 21st, I discovered water under baseboard. May 29th seen floor tiles were lifted, sent video of leak to our ***. **** 10th tech came out resealed seams and took seat out, put it back in, & resealed it. July 24th tech ***laced 2 walls, took doors out saying they were defective, put up shower curtain. He took our toilet out and drug it across the floor in our other bathroom and scratched our brand new floor. Sept. 3rd, 8th, & 9th sent *** text, no response. Called & left message on Sept. 8th and 19th, no response. Sept. 25th called another ***. *** called back & said she needed to get some background on our case. Was told our previous *** is no longer there. *** called Oct. 7th and will get back with date to put doors on. Oct 9th, techs came and checked shower out. There is still a bulge in two walls, so doors will not fit correctly. I am concerned about the floor underneath the pan, the floor, and the wall where the leak was. It was not a drip, it was a stream and had been leaking since day one! I want my $21,000 shower fixed and damages to the wall and floor. It's gone past the point of ridiculous. I just want it done right so I can enjoy my shower like I should be able to!

  Customer response

  10/28/2024

  On Friday, Oct. 18, 2024 Pacific Bath replaced 2 walls of my shower and put up new doors. They were very thorough and did a very good job. They made sure everything was level and all pieces were sealed well and assembled correctly. They made sure I was satisfied with the end result. We waited until Sunday to use the shower and at this time there is no leak. 

   

  Thank you for your services,

   

  ****** ****

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April 2024 I had my estimate (AKA sales pitch). I wanted to make my master shower bigger in the remodel process, really the main reason I was trying to update it. She took some measurements, gave me the pricing and I signed the contract. A wall was to be torn down and rebuilt a few inches back to create more space.A few weeks later I got a call saying that they couldn't do that. So we settled on a new contract where they would tear out the wall to make the shower bigger and then I would find a custom glass company to fit the remaining 2 sides (a wall and door)Upon installation in July, the team showed up and quickly realized what was to be done could not be done. The installers were awesome and did the best they could with what they were given. However, it was nothing similar to the contractual agreement. No wall was taken down, and there was no additional space added to the shower. No new contract was signed where I agreed to the last minute changes made. In addition, there was no plumbing inspection.

  

  Business response

  07/26/2024

  As the Customer indicated in her Complaint and demonstrated by including the original Statement of Works (dated April 1, 2024), the bathroom design consultant designed the Customer's bathroom upgrade to include removing a wall to have a 48" x 36" shower pan installed.  After every agreement is entered into, an installation manager reviews the agreement with the pictures taken during the consultation process to determine if there is anything that might prevent Pacific Bath from installing the job as designed.  As is our normal project, an installation manager reviewed the Customer's agreement (including the *** she uploaded as part of her complaint) and determined that the project could not be completed as originally designed.  When it is determined a project cannot be performed as designed, we go back to a customer to explain the situation and come up with a redesign that can be installed.  Sometimes, this requires the agreement price to change.  Both the redesign and the price change, if any, are reflected with a written change order agreed to by both the customer and ********************** Bath.  As is our normal process, we went back to the Customer to explain how and why that we could not install the 48" x 36" shower pan as she originally was agreed to.  We sent her a Change Order reflecting the shower pan being reduced from 48" x 36" to "36 v 36".  As you can see by the included Change Order that the Customer electronically signed May 8, 2024, she knew that she was not getting a larger shower pan nearly two months before her new walk-in shower was installed earlier this month.  The Change Order also reflects that there is a price discount of $1,100 from the original agreement price.  While the Customer did originally want a bigger shower pan, she agreed to, by signing the Change Order, to Pacific Bath installing the smaller shower pan.  Thus, Pacific Bath has complied with its contractual obligations. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beginning June 18, 2024 have have received phone calls/text from Pacific Bath want to inquire about a remodel I requested. FIRST, I DID NOT REQUEST A QUOTE. I have sent a message asking them to stop calling but continue getting calls. They need to stop.

  

  Business response

  06/24/2024

  At Pacific Bath, we use different marketing partners to assist us in generating leads.  Included in those marketing partners are third-party lead aggregators who provides us and other home improvement contractors with leads.  Typically,potentially customers go on-line to a third-party lead aggregators website indicating a potential interest in a service, in our case a bathroom upgrade.  The third-party lead aggregator then provides the potential lead to us and other home improvement contractors.  So, the interested party might not know exactly what home improvement contractor might be contracting him/her/them.  Additionally, sometimes it is someone else who makes the inquiry supplying contact information for someone else, e.g., one spouse supplying contact information for the other spouse. For these reasons, potentially the individual does not know why we are contacting him/her/them.

  In this matter, we received the lead with the Customer's information on June 18th.  Pursuant to our process, we attempted to contact the Customer that day, leaving voice messages. Not receiving any contact, the followed up the next day (June 19th).  At which time, the Customer texted the following message, "STOP F***G CALLING ME I DID NOT REQUEST THIS. PACIFIC BATH HAS NOW BEEN REPORTED[.]" Also, pursuant to process, we put the Customer on our internal Do Not Call (DNC) list.  We have had no attempted communication with the Customer since receiving her text.  

  As her requested resolution was for Pacific Bath to stop communication with her and that we had already done so before receiving this complaint, we believe this matter has been fully resolved. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in October 2023, we decided to upgrade the tub in our main floor bathroom. We chose Pacific Bath because they offered Kohler products, a two-day install, and no payments or interest for 12 months. They committed to providing the installation of a new Kohler tub, by a certified plumber who would/could replace a valve that was not working properly, and satisfy any finishing concerns. The plumber did not set the tub nor did an inspector come out. We experienced a leak, which was reported to Pacific Bath on 10/22. ******* was sent to our home on 11/3 and at which time they discovered mold, which affected three rooms downstairs. Timelines have consistently been missed, communication from the company has been less than desirable. Our calls, emails, and requests are ignored by their leadership team. We are five months into a two-day project and still have no resolution. I have lost countless hours trying to advocate for ourselves, as well as manage this project due to their inability to do so. So far the cost to repair our downstairs is just under $20k. We were told they would file an insurance claim to reimburse and repair us for the damage. To this date, no one from insurance has contacted us. The company continues to slow play the situation and are now requiring us to sign a release before any funds are released to us to begin getting our home back to a normal functioning state. They are not willing to respond to our request for compensation for not delivering the product as promised, not to mention the loss of use of our downstairs, along with medical issues I have experienced since we encountered the mold. Our current agreement is a one year no interest loan we have with them and that in lieu of paying us for the contractor and our out-of-pocket expenses, they want to put these expenses towards the loan which would leave us having to pay out approximately $20k to repair our home.

  

  Business response

  04/09/2024

  As to the items addressed in the Customer's concerns, we have been working with the Customer for when the events first occurred last year trying to move forward to resolving all issues.  As the Customer indicated in her complaint, she and her husband contracted with Pacific Bath for us to install a Kohler bathtub, which we did using licensed plumbers.  Unfortunately, there were some issues that arose regarding water leak.  As soon as we were aware of the water leak, we hired a third-party mitigation company to address any issues related to the leak.  Further, after a period of time it was determined that the water leak might have impacted a shower that was below the bathtub.  A mold assessment company was retained to determine the presence of mold.  Prior to the Customer filing this complaint, the Parties had agreed to replace the shower at no cost to the Customer and to cover additional costs that she might have incurred regarding the leak.  Last Friday, Pacific Bath installed the new shower.  Based on the information we received, the Customer was satisfied with the newly installed shower.  The Parties are working together to address any other issues.

  Customer response

  04/15/2024

  Hi, I read the business response and wanted to ask how we should respond at this point. The information provided is inaccurate. Do we ignore and move forward since the President is involved and willing to resolve? I don't want to accept the response until they have issued a check and we have in hand.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tub to walk-in shower conversion. Sales person from Pacific Bath showed tile samples that were not the Kohler samples (this was a bait and switch tactic - which is fraud). I immediately rejected the Kohler shower panels and requested a refund.

  

  Business response

  11/14/2023

  The Complainant states that Pacific Bath cannot show what samples which that were shown during the initial consultation.  This is incorrect.  Kohler LuxStone wall samples were shown as it is the only wall system that Pacific Bath installs and the only samples its sales consultants have.  The contract documents reflect that Pacific Bath was to install Kohler LuxStone walls.  The contract price also reflects that Pacific Bath was to install Kohler LuxStone walls. The only thing that is contrary to what everything else supports is what the Complainant states, without support, different samples (i.e., non-Kohler LuxStone wall samples) were shown.  As to the Customer, she has never stated that she was shown anything but what Pacific Bath was contracted to installKohler LuxStone walls.  Again, there was no bait and switch by Pacific Bath or its sales consultant.

  As to declaring the contract NULL, despite what authority she thinks may or may not have, the Complainant does not have the authority to void the contract.  First, no third party, no matter the relationship to a contracting party, has the authority to cancel a valid contract, like the one that exists between the Customer and ********************** Bath,unless the third party has the legal authority to do so.  The Complainant has not provided anything to show that she has legal authority to cancel a valid contract her mother entered.  Second, there is nothing to support that the contract is not validPacific Bath was contracted to install a Kohler LuxStone wall shower system.

  As to the Complainants request to refund the down payment made ($5,000), Pacific Bath respectfully declines her request.  Again, as pointed out above,there is a valid contract that exists between her mother (the Customer) and ********************** Bath.  Pacific Bath started to fulfil its obligations under the contract until the Complainant impeded Pacific Bath from completing its obligations.  Even the Complainant acknowledged as much in her original complaint. As she stated, Pacific Bath completed a whole day of work by a two-person installation crew and a subcontracted plumber. Specifically, these individuals completed a demolition of the old bathing system, installed a new shower pan, and the subcontracted plumber performed the plumbing necessary to accomplish these actions.   Pacific Bath incurred costs for the work performed at the Customers home.  Yet, the Complainant wants to get these costs for free based on her unsupported allegation that the samples she saw where not what Pacific Bath was going to install.  Because of these incurred costs, Pacific Bath cannot agree to the Complainants request. 

  Customer response

  11/15/2023

   
  Complaint: 20807735
  

  This was a complete "Bait and Switch" that the Pacific Bath salesperson performed.  He brought tile samples into the house that WERE NOT  the Kohler samples.  We have 3 witnesses that can testify against your salesperson (who conveniently quit) after this incident.  

  Also, there has been a complaint filed with the ************ Contractors Board regarding this matter. 

  This was Misrepresentation or Fraud:
  When a party manipulates or conceals facts to induce the other party into a contract, it's known as misrepresentation or fraud. 
  Misrepresentation can be unintentional or intentional, while fraud is intentionally deceiving someone. In both cases, the contract is null, and the harmed party can cancel the contract and seek compensation.

  Still requesting $5000.00 refund.....

  Sincerely,
  
  *******************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 05/09/2023, I entered a contractual agreement with Pacific Bath/Kohler, ********, **.Pacific Bath new I had a 50 Gal Hot Water tank, they told me they would install a hot water tank booster. In one day, they attempted to install 2 hot water tank boosters. Both failed. Now I have a $31,500,00 handicap walk in jaccuzzi tub/ shower. It is worthless. Not once did Pacific Bath tell me, the 50 Gal tank would not suffice. In fact they were quick to tell me, with the booster, i would have enough hot water.My wife has had 7 Major spine surguries, and I am a disabled Veteran. We both counted on this for therapheutic value.On 07/17/2023. I contacted the Pacific Bath install manager (****). In the conversation i would have to up grade to a larger capacity water heater, at my expense. I am completely confident, Pacific Bath new the 50 Gal tank would be inadequate, after $31,500.00 expense, you would think they could at least upgrade my water tank, I ordered a tank, The cost is $870.00 delivered. Thank you to anybody listening.PS I am asking for a refund of $870.00 I am doing the install myself.I would like for Verterans, Seniors, and Handicapped people to be aware of such scams like this from Pacific Bath/Kohler.

  

  Business response

  07/28/2023

  As the Customer indicated in his complaint, the water heater was something he already had and not something he purchased from Pacific Bath.  Typically, a 50-gallon with a tank booster will be able to provide sufficient hot water to fill a walk-in bath. Yet, Pacific Bath never guaranteed that it would. There are too many factors that Pacific Bath cannot control that could factor into why a 50-gallon water heater, with or without a tank booster, will not be able to supply enough hot water, e.g.,the efficiency of the water heater, the plumbing in the home, etc.  As we did not provide the water heater nor did we guarantee that even with a tank booster it would provide enough hot water to fill the walk-in bath, Pacific Bath does not now have an obligation to provide the Customer with a larger capacity water heater.
  
  Nonetheless, we can understand the Customers frustration.  At Pacific Bath, our goal is for our customers to be happy.  Sometimes, in order to do so, we agree to do things when we have no obligation to do so, like we are going to do in this case.  We have discussed this matter with the Customer and have agreed to provide him with a larger, higher-wattage water heater at no additional cost to him. We have ordered the new water heater and have scheduled to install it on August 11th, if it arrives as scheduled.  Accordingly, we believe this matter has been resolved.

  Customer response

  08/02/2023

   
  Complaint: 20336613
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  08/02/2023

  Pacific Bath has indicated they are working with me to  correct this issue. 

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer BEWARE Pacific Bath sold us a walk in Kohler Lux Stone shower system with Lux-stone shower window wrap. They originally denied our request for a black shower pan stating ****** could not warranty the finish on a black pan as it clouds over time. They charged us $524 with a change order when we decided we wanted 24" and 36" grab bars instead of 12", 18" and 24" originally ordered. They removed our existing tub/tile and installed the Kohler shower system. They deceptively installed an off brand pan without any communication or change order.when questioned the project manager claimed they had not idea how that happened. Then they called several days later stating ****** was aware of the pan swap and authorized the fraud. They installed a off brand cut/trim window casing. The shower leaks.The plumbing is not centered on the wall.The walls, rails, pan and shower doors are all crooked by up to 1/2"The caulking seal is unprofessional, tacky, unproportionate with gaps. There are smudges of caulking all over the locker and shower.There are pieces missing from the locker such as the soap and razor holder.The shower opens from the inside straight into the toiler where you cannot exit functionally. There is no inside handle to exit the other side.They did not clean up a pile of debris from the demo left in my basement under the bathroom.They used the wrong tape to tape a paper barrier and removed the finish from my hard wood floors.When we realized the shower was leaking I reached out to the Project manager, project specialist and sales rep 10 times over 5 days before getting an after 5pm call back. They agreed the entire shower needs to be removed. They have refused a refund several times. At this point we want to move on from Pacific Bath and have a shower installed by someone else. They have refused a refund several times.

  

  Business response

  07/25/2023

  While the Customer might have wanted something different, Pacific Bath installed according to the specification of the contracts.  Pacific Bath did not do bait and switch as implied by the Customer.  Based on ********************** Baths agreement with Kohler, Pacific Bath can use a different manufacturers shower pan if Kohler does not have a shower pan in the size required by the contract.  The contract does not specify that the shower pan was to be manufactured by Kohler.  What it specified was Pacific Bath was to install Kohler LuxStone walls, which it did.
  As to the Customers indication Pacific Bath used an off-brand to wrap the bathroom window, this is an inaccurate statement.  Pacific Bath used Kohler LuxStone walls to wrap his bathroom window.  It is our understanding the Customer thought the wrap would be a ******* insert. However, the wrap must be customized to the window, which occurred in this matter.  Nonetheless, for the misunderstanding of the type of window wrap was installed, we also offered to provide a credit back of that amount to the Customer.
  Regarding the Customers clearance concerns, we told him that we would be happy to diagnose and come up with a solution. Our design professionals take accurate measurements for the project during the in-home consultation. As to the Customers concerns with the toilet, the toilet from when our design consultant took the measurements and when we installed the shower is different than that toilet that is currently in place (at least from our visit to home after installation). We have photographs documenting the bathroom at the different stages.
  When a customer wants to change the specifications of a contract, it requires a change order.  This is a standard practice.  While Pacific Bath does its best to avoid all change orders that result in changes in price, a customer requested change *** result in a change of price of the original contract.  Again, this is what was required in this case.
  When we received word that the Customers shower was leaking, Pacific Bath connected and offered to send out a plumber immediately. From our understanding, it was explained to us that the shower was not leaking but water droplets found their way through the barn door bypass and request for service was denied at that time. We have offered on multiple occasions to address this issue despite the Customer implying that we ignored his request for service.  
  Unfortunately, the manufacturer does not always have the products when we need them.  The Kohler shelves were backordered, which we advised the Customer and explained that we would send the soap and razor holder as soon as they arrive.
  We understand that when things do not exactly go as planned, it can be frustration to a customer.  We advised the Customer we understood this and apologized for any inconvenience he experienced.   We have attempting to resolve all the Customers concerns.  We have been more than happy to address any warranty issue, but we have not been able to come to a mutually agreeable resolution.  Pacific Bath offered to re-do the project with different options to ensure the Customer was completely satisfied.  This offer was rejected.  We have even tried to resolve this matter using a third-party mediator.  We were unsuccessful.  While we try to research a mutually agreeable solution in every matter.  Sometimes, it is impossible.  Unfortunately, this is one of those times.    
  
  

  Customer response

  07/28/2023

   
  Complaint: 20244460
  
  I am rejecting this response because: 

  I was sold a Kohler walk in shower system. The Kohler shower pan was discussed specifically during the sale. We were never notified or a change order presented that a different pan then ****** was being installed. When asked about the pan swap the Project manager acted surprised and stated he had no idea how it happened.  We were then  5 days later informed ****** new and approved of the swap. I asked for contact information for the Kohler representative several times and have been denied that information. 

  The window trim is not the same Lux stone material. 

  The shower leaks.

  The wall, doors, plumbing, and fixtures are crooked. the caulking is tacky and inpropotaionate. 

  There is damage caused to my hardwood floors by Pacific Baths contractors. 

  
  
  Sincerely,
  
  *********************************

  

  Business response

  08/21/2023

  I filed the following response in the wrong place, more information versus additional response to the Customer's rebuttal.  So, while the response has already been filed, I figured it was best to file in the correct place.  Thus, I'm filing again. 

  In response to the Customer's belief that there needed to be a change order for his project for the shower pan, this is incorrect.  As the Customer is a contractor, he knows that a change order is only needed to change the scope and/or price of the contract.  There was no change to either the scope or the price of the shower pan.  The Customer maintains that a change order was needed because he did not receive as Kohler shower pan but a different manufacturer's shower pan.  As was noted in our original response, there was nothing in the contract that states that shower pan was to be a Kohler manufactured shower pan.  The only reference to the shower pan was in the job scope regarding the shower pan was to be a certain size and color.  This is what the Customer received.  Again, as was explained in our original response, "[b]ased on Pacific Baths agreement with ******, Pacific Bath can use a different manufacturers shower pan if Kohler does not have a shower pan in the size required by the contract."
  
  What is required by our agreement with Kohler and the contract with the Customer is that we install Kohler LuxStone walls, which we did.  In his rebuttal, the Customer indicates his belief that LuxStone was not used to wrap the bathroom window.  While this may be his belief, it is inaccurate.  Kohler LuxStone was indeed used to wrap the bathroom window.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Email: ********************* Phone: *********** ******************************* My wife is handicapped and wheel-chair bound. Our home is 2 story and we installed stairs lift a few years ago to allow us to stay in our home through handicapped devices. It remained that it was difficult for her to enter and use our upstairs shower.We contacted Pacific Bath and requested that they advise on a handicapped shower remodeling to our upstairs bath. We emphasized to *****************, salesman/estimator, that the shower floor:1.Needed to be the maximum width to allow her to use her ****** to enter the shower this would be a 36 shower floor tapered for drain.2.We also emphasized we needed the floor to be flat with no border/dam so that ******************* could roll easily into the shower without obstruction.He indicated that these requirements would be easily met. During the construction, which on occasion we observed, ***** pointed out to the installation technician, The whole purpose of the project, from our perspective, to install a handicap shower, was just ignored even after we stopped them midway and corrections were promised! Specifically:1.The shower bottom was not extended to the edge of the left side wall to 36 the usable shower was now a tub of 30!2.The front entry side of the shower now had a 3 tall x 2 wide dam thus the ability for her roll in was impossible.We made numerous phone calls, text messages and 2 letters to Pacific but nothing to date has been resolved.

  

  Business response

  06/27/2023

  The Customer indicates that it was his and his wifes contention that they wanted a handicapped shower in a second-floor bathroom because of the Customers wifes medical condition. The contract signed by the Customer did not reflect that a handicapped shower was to be installed. During installation, there was nothing said that the wrong shower was being installed. Pacific ***** standard practice is that before our installation team leaves a customers home, they present completion paperwork for a customer to sign to ensure that everything contractually required was installed. In this case, this practice was followed, and the completion paperwork was signed by the Customers wife indicating she was happy with the installation and the quality of work. Another standard practice at Pacific Bath is for us to follow up with a customer after installation to see if there were any issues. After we installed the Customers shower, we did have a follow up call. We again received verification the shower was installed correctly.

   

  Sometime later, we were contacted to inform us that the Customer and his wife wished they had purchased an even larger shower. They requested we remove their shower and install a larger one at our expense. Even though the shower was installed according to the contractual requirements, Pacific Bath tries to resolve the Customers concerns with the size of the shower. Thus, we offered instead to have a custom shower seat made and installed that would maximize the space and provide a weighted shower curtain as well, which the Customer refused. Instead, he and his wife requested a $3,000 discount. Ultimately, we did agree with their request and even provided them with a written agreement to memorialize the agreement. Subsequently, the Customers representative (his brother-in-law) advised that the Customer and his wife changed their minds. We are still working with the Customer, his wife and her brother trying to bring this matter to final resolution.

  Customer response

  07/21/2023

  Response to Pacific Statements 

   

  RE: Complaint ID #********.

   Statements from Pacific and Comments / Responses

   

  The Customer indicates that it was his and his wifes contention that they wanted a handicapped shower in a second-floor bathroom because of the Customers wifes medical condition.

   

  We did not ask for a "handicapped shower" - this is an art term not in our vocabulary at the time. We wanted a shower with no barrier to0 entry and wider to accommodate turning in the ******.  When ***************** was greeted at the home in October 2022, he was met by ***** who is wheelchair bound. There is a chairlift that takes her to the second floor where the bedroom and bath are located. The entire purpose of the call to Pacific was to obtain a shower with no barrier to the entry. This was made clear to ********* on several occasions and he responded several times that that and the additional room requested, needed so ***** could maneuver once inside the shower.

   

   

  The contract signed by the Customer did not reflect that a handicapped shower was to be installed.

   

  That is correct at the time we did not know the art term handicapped shower. We wanted a larger shower and a shower with no barrier so that she could roll in her ******. IT IS NOTEWORTHY TO NOT THAT NONE OF THE DRAWINGS IN THE CONTRACT SHOW A BARRIER OR SUCH DIMENSIONS. IN CONTRAST, THE LATEST PROPOSAL FROM PACIFIC SHOWS ALL THESE DIMENSIONS. WAS THIS A SUBTERFUGE? 

   

  It is noteworthy to mention that ***** was 77 years old at the time (now 78) and that ******* was 83 84 this year.

   

  During installation, there was nothing said that the wrong shower was being installed.

   

  This is absolutely false. ***** stopped the technician **** during construction and told him he was doing the wrong shower. **** responded that it would be what she wanted when he was done. Instead, a 3 barrier was installed and the dimensions of the shower were 3 less wide than even the drawings in the contract show.

   

  Pacific ***** standard practice is that before our installation team leaves a customers home, they present completion paperwork for a customer to sign to ensure that everything contractually required was installed. In this case, this practice was followed, and the completion paperwork was signed by the Customers wife indicating she was happy with the installation and the quality of work.

   

  Another standard practice at Pacific Bath is for us to follow up with a customer after installation to see if there were any issues. After we installed the Customers shower, we did have a follow up call. We again received verification the shower was installed correctly.

   

  ***** call Pacific right after the people left the job. Numbers phone calls and text messages were exchange. The Pacific people were rude and condescending and told her she got what she signed for

   

  Certified letters were sent to Pacific in January and May demanding a refund.

   

  Sometime later, we were contacted to inform us that the Customer and his wife wished they had purchased an even larger shower. They requested we remove their shower and install a larger one at our expense. Even though the shower was installed according to the contractual requirements,

   

  That is a fairy tale. ***** told them the shower was not the 36" per the drawing in the agreement and had a barrier that should not be there - there was no drawing of the barrier in the agreement. The size of the shower build was 3" narrower than the drawing in the agreement. 

   

  Following the certified letters, a complaint was filed with the ****** Construction Contractors Board on May 27, 2023.  We did not request a bigger shower only that they build a shower like in the agreement which states 36 wide and not 27 as built and a shower with no barrier to entry. 

   

  Pacific Bath tries to resolve the Customers concerns with the size of the shower. Thus, we offered instead to have a custom shower seat made and installed that would maximize the space and provide a weighted shower curtain as well, which the Customer refused. Instead, he and his wife requested a $3,000 discount.

   

  In December 2022 ***** told Pacific she would settle for a $3000 discount. She was thinking that the 3 barrier could be cut out. A Pacific agent came to the house and told her that the barrier could not be cut out and the only solution was to tear out reh entire shower. The $3000 suggestion was withdrawn on hearing the magnitude of the problem.

   

  Ultimately, we did agree with their request and even provided them with a written agreement to memorialize the agreement. Subsequently, the Customers representative (his brother-in-law) advised that the Customer and his wife changed their minds. We are still working with the Customer, his wife and her brother trying to bring this matter to final resolution.

   

  There was no agreement to this "non-existing request" - the 36" shower in the drawing in the agreement was never built in the first place - the unmentioned 3" barrier was not in the agreement of October 2022. Even after the technician was told that it did not belong - he continued. Why?

   

  We requested the money back and then agreed to try to work out a solution and then worked with Pacific for over a month to no end. 

   

  Following the May 27 complaint, I requested a conference call with Pacific and the call was completed with Pacifics Exec VP *************************** and General Manager ****************************  ****** indicated she would replace the shower immediately (with one with the proper dimensions) but that they did not do no barrier showers. I ask for a day to discuss. The next day I emailed ****** with a request to work with the ** and work out details (because of past mistakes). She agreed and emailed the **. The ** then sent a man ****** to come to the house and see what could be done. ****** came to the house did measurements. We found a Kohler shower pan with only a 1.5 barrier and ****** suggested that a small ramp would allow entry and suggested this compromise. We had also found a non-Kohler productids that was a Handicapped Shower with no barrier and suggested that option as a compromise.

   

  Several days later we received a Statement of Work (SOW) but it did not reflect any of the items discussed or agreed to with ******. The proposal had not grab bars, showed a drawing with a 2.5 barrier and did not discuss using the non-Kohler product.

   

  From here on it was a take it or leave it attitude on the part of Kohler.

   

   

  We are now seeking legal action and expect that a suit will be filed with the court in Lincoln County. In addition, a complaint will be filed with the ****** *** for elderly financial abuse. 

  Customer response

  07/21/2023

  RE: Complaint #******** We have not reconceived a response to my cmplaint. Pacific Bath stated everyone was happy here. Not true. Toped the technician in process. Called and texted them in November and December 2022...more REFERENCE: 1. Complaint Against Pacific Bath 2. Agreement Oct 10, 2022 in amount of $7312.54 down Check #**** and final of $7312.27 3. Paid by checks 10/10/22 $7313.54 and balance of $7312.54 on completion 11/18/22 Check #**** 4. Construction Completed 11/18/22 5. Dec 26 & 27, 2022 Phone to **** at Pacific *********** advised of issues 6. Dec 27, 2022 Phone to ************ (Pacific Stated: not possible to fix; have to take whole unit out) 7. Certified Letter 01/20/2023 advising of wrong shower install and request to correct (shower size 4 short from agreed upon dimension). Certified Mail Receipt #ending **** 8. Certified Letter 04/29/2023 refund demanded and final notice before suit and/or CCB Complaint Certified Mail Receipt #ending **** l My wife is handicapped and wheel-chair bound. Our home is 2 story and we installed stairs lift a few years ago to allow us to stay in our home through handicapped devices. It remained that it was difficult for her to enter and use our upstairs shower. We contacted Pacific Bath and requested that they advise on a handicapped shower remodeling to our upstairs bath. We emphasized to *****************, salesman/estimator, that the shower floor: Needed to be the maximum width to allow her to use her ****** to enter the shower this would be a 36 shower floor tapered for drain. We also emphasized we needed the floor to be flat with no border/dam so that ******************* could roll easily into the shower without obstruction. He indicated that these requirements would be easily met. During the construction, which on occasion we observed, ***** pointed out to the installation technician, ****, that the dimension was not right and that the entry had to be flat. He stated that he would correct that and it would be right when he was done. The whole purpose of the project, from our perspective, to install a handicap shower, was just ignored even after we stopped them midway and corrections were promised! Specifically: The shower bottom was not extended to the edge of the left side wall to 36 the usable shower was now a tub of 30! The front entry side of the shower now had a 3 tall x 2 wide dam thus the ability for her roll in was impossible. We made numerous phone calls, text messages and 2 letters to Pacific but nothing to date has been resolved. I was distressed to hear from them that there was no way to fix these issues without a complete redo as if this was our problem somehow! We have sent 2 certified letters to Pacific (Jan 10 2023 and Apr 28, 2023) but to date have received no phone or written responses. Numerous text messages have also resulted in no resolution. Pacific acknowledges the issues but sits on their hands and offers no resolutions or options to settle the issue. We are requesting that Pacific refund both of our payments to them in a total of $14,624.54. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a very complicated situation. Rather than explain the details and present a timeline, let me begin with where we are today: We have a faulty Kohler LuxStone walk-in shower that cost us $15.7k (watch my ******* video showing some of the visible issues: ****************************). The shower was installed by Pacific Bath Company (PB) on December 1-2, 2021. I reported the issues with the shower to PB multiple times and they did come out to our house several times to fix the issues. However, some of the repairs soon failed. At this point, PB has refused to return to fix the problems, and instead, has agreed to refund our $15.7k, providing we sign a "Termination and Release Agreement," which stipulates that I am to remove all 7 of my ******* videos that document the installation process, approved in advance by PB, and that we:(a)"agree not to make any statements, written or verbal, or cause or encourage others to make any statements, written or verbal, that defame, disparage or in any way criticize the personal or business reputation, practices, or conduct of PACIFIC BATH, KOHLER, their employees, directors, and officers."(b)further agreed to remove any disparaging materials published prior to the date of this Agreement. This includes any videos posted to ******* or other social media sites. This material needs to be removed prior to PACIFC BATH issuing the check."Furthermore, there are several paragraphs stating that we agree to release PB and Kohler of all liabilities. If we sign this agreement and get a full refund, we are left with a defective shower that cannot be repaired and will have to be demolished and replaced. And I will lose future revenue from my ******* videos. I did retain an attorney January through early March, but he made no progress with negotiations between myself and PB, so I fired him. Communications with PB are mostly one-way. My emails and phone calls are not returned. Could you possibly help me? Sincerely,*****************************

  

  Business response

  04/28/2023

  As to the Customers representation that he has a faulty Kohler walk-in shower installed by Pacific Bath, Pacific Bath disagrees with the Customers representation. While there might have been some workmanship issues that needed to be addressed, it did not warrant a complete refund of the purchase price of the shower. When there are workmanship issues, Pacific Bath will address them under the warranty provisions of the contract, as the Customer indicated in his complaint ********************** Bath tried to do. However, this Customer was not satisfied with the attempts, ultimately insistent upon a full return of the contract price.
  
  At Pacific Bath, our goal is to try to make every customer happy. In some cases, because of the circumstances, we go above and beyond trying to resolve the matter. At one point, the Parties had reached a resolution--the Customer expressly agreed to this resolution. After reaching that agreement and sending the Customer a Release to memorialize that agreement, we received communication from the lawyer that the Customer referenced to in his complaint. As we are explaining here, we explained to the attorney Pacific Baths version of the situation and of the prior agreement between the Parties. Obviously, at Pacific Bath, we do not know why the attorney is no longer involved. But the Customer did directly reach back out to us again indicating that he was managing the matter directly.
  
  As to the Customers representation that the communications have been mostly one-way, this is inaccurate. Our Executive Vice President has been involved for months trying to reasonably resolve this matter. She had communicated directly with the Customer and to his attorney when the Customer has had one. She even has gone to the Customers home to try to reach a fair resolution. Recently, the President of Pacific Bath has even communicated directly with the Customer.
  
  Again, ********************** Bath tries to amicably tries to resolve all matters, even when it has done no wrong as we understand how individuals can use communication vehicles unfairly. Yet, all resolutions must be fair to both sides. This has been the cornerstone with our dealings with the Customer from day one when it was determined that the Customer was not going to be satisfied with the warranty service(s) for his walk-in shower. 
  As noted above, the President of Pacific Bath has been in direct communication with the Customer and has explained our position. Based on those communications, the Parties now have resolved this matter, with the Customer having signed a Release. The Parties are fulfilling their obligations according to the agreement reached. Accordingly, we believe that this matter has reached a final resolution. 

  Customer response

  05/01/2023

  The following is the only accurate statement in the response to my complaint by Pacific Bath:
  
  President of Pacific Bath has been in direct communication with the Customer and has explained our position. Based on those communications, the Parties now have resolved this matter, with the Customer having signed a Release. The Parties are fulfilling their obligations according to the agreement reached. Accordingly, we believe that this matter has reached a final resolution.
  
  The message in response to my complaint (ID ********* from the Business, Pacific Bath, is totally inaccurate and falsely accuses me as being unsatisfied with their efforts at fixing the issues. Pacific Bath refused to repair or replace the shower after a lead installer came out to our house to inspect the work, not ******, the Executive Vice President whom we never met in person. My wife and I just wanted what we paid for, a high-end, attractive, functional and safe walk-in shower. Instead, we have a shower with shelves that fall out, glass barndoors that have detached from the bottom guide, rubber bumpers that have unglued, an exceptionally slippery finish on the base, and worst of all, a disconnected electrical bonding wire and SharkBite plumbing fittings inside of the shower wall. I video recorded the entire installation, with the permission of Pacific Bath in advance of the installation, and posted the videos (Part 1-6) on my ******* channel. Later, as I discovered the problematic design elements of the shower, and the poor workmanship, I posted a 7th video showing these issues. As part of the Agreement that I negotiated with the President of Pacific Bath, who reached out to me for the first time the morning after I submitted my complaint to the BBB. In addition to a full refund, I told him that I would agree to remove all 7 of my videos from ******* providing they pay me $200 for each ($1,400 total). They took a lot of hard work to record and edit and were earning me revenue, which supplements my fixed retirement income. And my videos were popular, especially my 7th video titled: Issues with our New Kohler LuxStone Walk-In Shower (see attached). Thus I will not Accept the Business response. And I chose not to Reject the response because I do know the consequences. It really doesnt matter at this point because I have received and deposited the check for a full refund and payment for removing my videos. 
  
  Thank you,
  
  ***************************; 
  

  
  

*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. ↩