Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very disappointed and want reimbursed for my troubles. When I had my tub to shower installed the installers leaker water from a pipe that they were changing down to my ceiling below which created brown water marks in 3 places. They said this would be taken care of. They did come once and put a stain primer on and was supposed to come back and do another coat, which they did not. I did it myself. I had to contact them and they said that someone would be over that Saturday to paint the ceiling. I had everything ready, furniture covered, walls taped and ready to go. No one showed up so I texted the installer and he said that they guy couldn't come as he had to sign for a plywood order. How about tomorrow. I had plans for tomorrow and Saturday afternoon. The installer said he lived 1 1/2 hours away and he could be there in the afternoon. As I said I had plans. I told him I would just do it myself as I had everything ready. I am 67 years old and it was no easy task. Then I went to clean my shower and there was a bulge in the wall unit under the shower head. I called the installer and he said that the plumbing was in the wall and there was nothing there to adhere it to. Instead of asking me what I wanted them to do they went ahead and put the panel up with hardly anything to adhere it to. They came back to fix it. They removed the panel and put plywood up and replaced the panel. It looks ok but the caulking work is not very professional. I could of done a better job myself. I sent a review and was told that someone would be getting back to me which never happened. I am frustrated, and can;t even enjoy my new renovation after what it took to get done. I bought all the supplies to paint my ceiling and will be fixing the gouges in my wall and ceiling. I don;t want anyone to come back as I am done. I expected to be compensated for what I had to go through.

  Business response

  08/28/2024

  Thank you for the information regarding Complaint ID ********** We had the chance to speak with this customer directly about the concerns she highlighted in her complaint. After going through the details with her, we determined we need to replace one of the shower walls and that as soon as we have the product verified, we will work with her to schedule a different crew out to her property to complete the work needed to bring this to a resolution. We appreciate her openness and communication with us as it relates to next steps and we look forward to getting this taken care of as quickly as possible. Thank you for the opportunity to respond. 

  Customer response

  08/28/2024

  [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 is satisfactory to me.  I also want to be reimbursed for all the supplies that I had to purchase to do the ceiling which comes to over $100 plus my labor.  
  
  Regards,
  
  ***** ********

  Customer response

  09/23/2024

  Problem:
  A one day project is turning into months. All the mistakes that were made are still not fixed. People not showing up when they are supposed to and not at texting to let me know. I am always the one that has to call. I spent a lot of money for this tub to shower conversion and I expected at good product. It doesn't matter if the products is good if you have poor installers. The first time they came to fix the problem was a disaster. Had to make an appointment again to fix the problem and they did not show up at the agreed upon time. Not a good way to run a business. So I am still waiting for my issues to be fixed.
  
  
  select
  Desired Outcome:
  I am requesting a repair and also a refund for all the supplies that I add to buy to fix the leakage on my ceiling and for the mistakes that are constantly being made on my rub to shower renovation. I can honestly say that I am sorry that I had Bath Authority do my renovation. It doesn;t matter if you have a good product if the people that are installing are amateur at best. I had an appointment this morning between 8-10 to fix the mistakes and of course no one showed up or called. I called the office and was put on hold for at least 15 minutes without anyone getting back to me. Common courtesy would be nice. I am not attaching anymore pictures as I attached them to my earlier complaint. I would not recommend Bath Authority to anyone. I paid alot of money to receive a sub par product. Everyone I show my pictures to cannot believe the poor quality. At this point I am just disgusted and have buyers remorse.

  Business response

  09/25/2024

  Thank you for the additional follow up regarding Complaint ID #********. We want to first apologize for the miscommunication around the scheduled appointment for this customer. We had the chance to speak with the homeowner and have the appointment set for next week, on 10/3. We appreciate her willingness to speak with us and we are committed and confident about this next appointment so we can get her concerns taken care of. Thank you!

  Customer response

  10/08/2024

  Complaint Detail / Problem
  
  Repair Issues
  select
  Problem:
  A new installer **** was sent to correct the mistakes from the previous one. I have nothing but good things to say about him. He corrected everything that was asked of him. Very professional and I wish that I had him from the beginning and wouldn't be where I am at now. After painting my ceiling I noticed that that panel across from the shower head the caulking at the top went onto the ceiling too far. The paint just beaded off of it and it looks like an eye sore. I would like that caulking removed and applied correctly. I also want to be compensated for all of the issues that I have had. I had to buy all the supplies to paint my ceiling. I had to take off work for each time that the installers showed up to try and fix mistakes and just the aggravation and frustration of this process.

  Customer response

  10/08/2024

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

  select
  

  Problem:
  A new installer **** was sent to correct the mistakes from the previous one. I have nothing but good things to say about him. He corrected everything that was asked of him. Very professional and I wish that I had him from the beginning and wouldn't be where I am at now. After painting my ceiling I noticed that that panel across from the shower head the caulking at the top went onto the ceiling too far. The paint just beaded off of it and it looks like an eye sore. I would like that caulking removed and applied correctly. I also want to be compensated for all of the issues that I have had. I had to buy all the supplies to paint my ceiling. I had to take off work for each time that the installers showed up to try and fix mistakes and just the aggravation and frustration of this process.

  
  Desired Resolution:
  Repair

   

  Regards,

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

  Business response

  10/14/2024

  Thank you for the additional response on Complaint ID #********. We are so happy to hear that our last visit to the property went well. Our Customer Experience Team has reached out to the homeowner to discuss setting up a service visit to redo the caulking on the back wall and to get the needed documentation for the additional costs that she mentioned in her complaint so that we can work with her to bring about a final resolution on her job. We look forward to her calling back so we can get this wrapped up for her as quickly and efficiently as possible. Thank you for the opportunity to respond. 

  Customer response

  11/06/2024

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

  From: ********************************** <**********************************>

  Sent: Monday, November 4, 2024 9:55 AM
  To: INFO <***************************************************************>
  Subject: Message from ************************
  
   
  
  Image removed by sender.
  
  My Case number is ********. I did not know how to access to add info. Well another tech came out to address the terrible calking issue. He said he sanded the adhesive off of my walls and should be ok to paint. I tried to paint and paint bubbles on top of the adhesive that was still on the wall. I sanded the area again and removed the adhesive. I now have to paint my bathroom. This has been months in the making of fixing issues. I am done. This experience has been horrifying. I am requesting at least $1,000 back for all the issues that I had to deal with and all the supplies that I bought and the labor that I had to do myself. I don't feel that I received the value that I paid for. The only technician that new what he was doing was **** but I could not have him to fix the calking/adhesive because they said he was an installer not a tech. I expect a response from Bath Authority ASAP. Thanks, ***** ********

   

   

   

  Business response

  11/12/2024

  Thank you for the information regarding Complaint ID #********. We had the chance to speak with the customer and have requested the documentation be sent over related to the additional costs that she mentioned. We just received those documents and they are under review. We will contact the homeowner directly with next steps after the review of information is completed. Thank you for the opportunity to respond! 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Original Bath tub/Shower installation started on June 20, 2024 and Completed on June 21. -Shower doors leaked water all over the floor and toilet area. We also noticed a make shift spacer put in the top corner of the door as well as marks on our ceiling, Repair men came back out 4 days later to try and stop water but the repairs did not work. They put patch repair on the ceiling which does not match paint. -A new door was ordered and shipped to the facility. Which was installed on July 12th 2024. -We showered on July 13th and water was still going all over the floor and toilet. After calling for several days we finally were able to get ahold of a manager who had to order an entire new tub. We were told it would be 2 weeks but it actually took 3 weeks for the new tub to come in. -I was called August 9th and we scheduled an install date of August 14th for the new tub. -I received a call on August 13th from the contractor stating that he double booked and was un able to come on the 14th. -In addition to the work not being completed yet, the finance company (Upgrade Inc.) has begun taking payments out for work that is not completed.

  Business response

  08/14/2024

  Thank you for the information regarding ********* ** ********** We appreciate the chance to review the details that the homeowner provided and would like to provide additional clarity to the situation. We do want to first apologize for the reschedule of our appointment originally set for this week. We want to assure them it is not our intention to have that happen and we did call them as soon as we knew the appointment needed to be rescheduled. That said, we have the appointment set for next week on 8/21 to complete the open ticket of work. 

  When it comes to the open work to be performed, we want to clarify that the initial installation occurred in June, which is when their financing was funded. The customer called in after the installation to discuss some questions and concerns they had with the functionality of the doors that were installed. In an effort to resolve their concerns, we changed the style of doors; however, the change in style did not resolve the customer's concern. After working with the customer, it was determined that the next step would be to replace the doors with a curtain rod. In order to do that, it does require the replacement of the walls and tub initially installed in June.  We look forward to our upcoming appointment to complete the work and the discussion regarding the credit to the customer due to the change from the original agreement. 

  We appreciate their continued patience, and the chance to respond. Thank you! 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I wanted to go from tub to walk-in shower because I have trouble stepping up the salesman come to the house gave os all the information measured the existing tub showed us the product gave us a price of $11,402 I said ok we had five companies come out they had the best price He said about 4 weeks they would do all the work it’s 3 month later they called said they we’re sending a Plummer out he came out now the said it’s going to be another 6 thousand dollars because they have to change the pipes from 1.5 to 2 inch they should have known that from the beginning everything change when they found out they needed a permit they already we’re paid in full by the finance company now they want to put in tub instead for same price I don’t want tub because I have trouble getting in and out they told me to come pick up the shower material and have somebody else do it they said the material was 4 thousand dollars and they will give difference back they should do the job for the price I was quoted.

  Business response

  02/13/2024

  Thank you for the opportunity to respond to ********* ** ********** This complaint was submitted to the incorrect location, as this is a Pittsburgh customer. That said, we are working to ensure we reach out to this customer to address their concerns with their project and bring about a resolution. Thank you.

  Business response

  02/19/2024

  Thank you for the response on ********* ** *********. We appreciate the chance to review and respond. While we certainly understand that delays can be frustrating, we would like to provide an overview of the reasoning for the delays and the proposed solutions that we can offer to continue with this customer’s project. At the scheduling of the initial installation, it was discovered that in order to convert to the shower, additional work would be required on the drain in order for the new shower to meet code. Once this was determined, our team brought in a plumber to quote the work. As much as we try to get ahead of situations like these, they can occur due to the nature of the work being performed. The additional work needed would also result in a price increase, and we would like to be clear that had this work been identified at the time of sale, it would have been included in the original price. That said, we can offer the below options to this customer:
  The first option would be for the customer to sign the Change Order document, which would include the needed price increase for the additional work, and we can move forward with the installation of the shower.
  The second option was for our company to provide a credit to the customer as well as provide her with the custom materials we had ordered for her project, and part ways. This option would allow the customer the chance to have the work performed by another entity, as we would be giving her the materials specifically for her project. In this instance, a full refund cannot be offered as we have already ordered and received all of the materials for her project.
  The third option would be to modify the scope of work so that it does not require additional labor/additional cost. To do so, we would have to change to replacing with a bathtub, not a shower. This change would allow for the replacement of the wet area of the bathroom, without the plumbing adaptations that would come with the shower.
  We remain willing to work with this customer and hope to find an agreement with her based on the options outlined above. Thank you for the opportunity to respond! 

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ****

*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. ↩