Complaints

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• Initial Complaint

  Date:08/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a bathroom Reno, Dec 2022. (The only request I had was to have a bathtub to soak in if I wanted to.) When the team wrapped up the job, they left in a hurry as one of them had an apt. My husband signed the paper in a rush so the guy could get to his apt. After he left we realized everything is they did needed some type of repair. Beautiful Baths was great about it, they had someone come back to repair everything. About 5 months later I finally had a bath and noticed the water barely covered my legs, so I thought that was strange… We had also noticed a portion of the surround wall around the tub was bubbling out, really bad in the summer and humid months. I messaged ***** from Beautiful Baths Aug 3, 2023 (about 7 months after the job was completed) to let them know this was happening. We were told he would send someone along to have a peak. I planned to ask about the tub being unsuitable for a bath at that time. Months went by and still no one came or called so on Feb 1, 2024 I emailed ***** asking if we had been forgotten? I assumed they were just really busy. We got a response right away and someone was sent to review the surround wall. I asked about the tub, Sure enough it isn’t the tub on our quote. We aren’t familiar on renovations and honestly didn’t think we needed to bring out the quote and measuring tape. We assumed the professionals are just that. Our tub wall is still bubbling out so we asked if they could come back and when they did could they please bring the tub we originally ordered. For some reason ***** is saying it’s several years later, not the case if you review the email chains or correspondence. His ******** *****, who I have been told was very new to this position, she claims my husband changed the order to a smaller tub. Right up until the night before when they sent us the detailed quote we were getting the larger tub. ***** lying. No smaller tub was requested, that makes no sense. Wouldn’t our bill have been less money?

  

  Business Response

  Date: 10/04/2024

  We are sorry to hear that this client is now unhappy with the bathtub they received for their installation back in 2022.
  The person making this complaint, *******, was uninvolved in any decisions before or during the project.     Her husband was the person involved in making all the decisions.
  Initially, the bathtub for their project was a 20” high bathtub (what some people refer to as a Soaker bathtub).   the bathtub that this was changed to was 16 1/2’ high.    This change was agreed to by her husband prior to the installation.    We can’t remember the reason now as its been a few years later.   Our invoice clearly shows it changed to the 16 1/2” high bathtub ( their invoice likely still shows the 20” high tub that was on the original order).    Our installer would have also reviewed this prior to the installation to verify.   And the husband was around most of the project over several days and he was in and out of the bathroom and shown the bathtub over several days.
  Then towards the end of the project, we also had him do another inspection of things and Yes there is paperwork that we ask our clients to review and sign off on that everything is in order… but we did not rush the client as he had been around all the time prior to this and saw the bathtub in question on multiple days.   All we do before leaving is have the client sign off on things being done to their liking. 
  
  
  Unfortunately changing the bathtub to a new different bathtub is a large project and we did install what the client agreed to.
  To come to us more than a year after the installation questioning this is frustrating for us as we try to so hard to review all things with our clients to try to avoid any of these types of Mis understandings.   
  Its unfortunate that the client making this complaint choose not to be involved in the decisions at the time of the project.

  Customer Answer

  Date: 12/04/2024

   I am rejecting this response because: these are not true statements.  
  First of all, we are married, this complaint is from both of us.  We were both involved in the decisions, I was working, not sure why this is an issue? 
  As ***** mentioned, initially the 20 inch high bathtub was agreed on by all parties.  Never once did my husband or myself meet with the sales person on a discussion to install a 16 inch tub.  The end.  The invoice clearly states 60x30x20 INCLUDED.  As far as signing off on the job, we thought we were getting what was in the contract.  The employee was in a rush for an apt.  We didn’t know we needed to go measure.  As explained in the initial complaint,  didn’t notice right away.  We waited 7 months for someone to respond to my email.  Again, I assumed they were busy….  It is very obvious as per ******* statement changing the bathtub to the one we ordered is a “large project” and we see they don’t want to fix their error.  
  Please note, again this complaint is from both myself and my husband.  As he told you we were going to be searching for means to have this matter resolved since ***** or ***** refused to acknowledge this error.  
  It’s well explained the dates. Dec 2022 installation.  Aug 2, 2023 email request for someone to come look at the tub because the wall was bubbling out and shortly before I finally had a bath and noticed the water barely covered my legs, so I planned to ask about both issues. March 2024 still no one came, hence another request.  March 2024 Beautiful Bath came to fix the wall and the representative confirmed we do not  have a soaker tub. 
  We have records of all email chains with myself continuously asking for my husband to be in copy.  For these people to say they don’t remember contradicts what they told us, they said their workers will testify in court they do remember.  Also, I suggested ***** speak with ****** (he is calmer than myself) she informed him some people think a 16 inch tub could be considered a soaker tub.  What a strange thing to say.  An error was made and unfortunately it took this long to confirm it.  Had they been more timely in the response, it wouldn’t be one year 4 months later.  Again I have records of all correspondence.  We want the tub we paid for please. 
  ******* and ****** ****

  
  
  

  
  

  

  Business Response

  Date: 16/04/2024

  Unfortunately this is going round and round as we have already attempted to explain events.

  the issue can be summarized as the client now feels ( almost 2 years after using the bathtub) that she has the wrong bathtub.

  Please re read our initial response as it summarizes our version of things and re iterates what we explained Verbally to this client several times.

  The primary person making this complaint, the woman of the house, choose Not to be involved during any of the process to pick products out despite our attempts to get her to be there, or during the installation.. she left all the decisions to her husband.   So for her to suddenly develop an opinion is a bit late in our opinion.    Our invoice shows the change to the Bathtub that was installed and the husband who made all the product decisions,  agreed to this and as we have already stated he was there throughout the days we were there and at the end when we review things....we show the bathtub as we are about to install it and then it was there for them to see over several days and then we do a final inspection at the end.

  TO come back to us almost 2 years later asking for a different bathtub is unfortunate and unrealistic and just silly when you consider all the bigger problems we are surrounded by.    

  Despite this being almost 2 years ago, Our installers remember this client well ( despite this being 2years ago).    we showed the client this bathtub many times before and during the several days we were there and the client used this bathtub for almost 2 years now.  

  So we will not coming to install a new bathtub for this client.

   

   

   

   

   

   

   

  Customer Answer

  Date: 19/04/2024

   I am rejecting this response because:
  They are covering up lack of experience for *****, we have been told she was learning at this time.  Also, it appears they don't know how a calendar year works.  No one changed anything, ever. They night before they came and did our bathroom they sent us the contract and what we were expecting and agreed on, see attached. How the next day did they reorder and install something different?  I contacted them 7 months later, not years, attached for timeline proof.  In the beginning I ordered a soaker tub, the end.  This did not change. It sounds like it is preferred my husband launch a separate complaint of his own, as for some reason it is clear they don't think we are a collaborating couple.  I have at least 4 email chains of myself asking to please add my husband.  Bizarre, how hard is it to include 2 people on an email chain? So so say I wasn't involved is insane.  

  I have all correspondence, even the attached my husband was not in copy.   Was a new tub re-ordered the day they came?  Ridiculous, also are they the same fee? Still left unanswered. No adjustments were ever made, nor was any new paper work provided.  End of story.  This complaint is very unresolved. 
  

  
  

• Initial Complaint

  Date:26/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2023 - Beautiful Baths came, looked at the bathroom & gave us a quote of $13,938.00 after I gave her, ***** ***** a budget of $8500.00. We booked an appointment with her to get the price down. Still don't know how she came to that price (where's the invoice?) She then got it down to just over $11000. Where that estimate/invoice is I have no idea. We put a $2000 deposit down that day April but also repeated that we may not need them to replace the tub - told her that the first day we met. I noticed she did not take any notes. The appt. was made to renovate the bathroom on September 25, 2023 by Beautiful Baths. In June 2023 we heard from the other company saying they will be coming in September to look after the tub portion. I notified Beautiful Baths and she said that portion of the bill was $7800. Never thought anymore about it until I got word that Beautiful Baths would be coming on September 18th – 1 week earlier. The installer asked me for a cheque so the company would not get charged 4% using a credit card. I wrote out a cheque for $4325.00. As I wrote it out, I said out loud that it does not seem right - price seems really high. He said that it was originally $5900 but he would take $400 off for the shower doors. Shower doors? As many times as I asked for an invoice detailing what work was going to be done, her response was “we don’t do that”. We even went to their place of business there on Cobequid Road in Sackville to get the cabinet & shelf that came free with the vanity and we were going to install it ourselves. He raised his voice but was not yelling as she told people. Estimate # 00380. I have emails & pictures of my dealings with these people. I am not impressed at all. The maximum that we should have paid should have been no more than $2500 = tax. The vanity was on sale when we picked it out in April, the sink/taps & 2 boxes of flooring. I will have to get these scanned & uploaded so can I send them to you another time?

  

  Business Response

  Date: 04/11/2023

  We are not surprised to hear from this Client as they had threatened to go to various media's if we did provide a refund.   Also, these are the only clients we have ever had to ask to leave our showroom due to the manner in which they were behaving.   we have told our staff that if they show up again to ask them to leave. 

  Their version of events is not factual but I can appreciate everyone remembers things from their perspective which is why we try to have as much down on factual paper and signed contracts with as much clarity as can be possible.

  So we ( *****) did spend a significant amount of time with this client first at their house and then several appointments of length at our showroom finalizing things( and ***** did actually have a full page of notes on what their bathroom entailed).   They proceeded with their project of renovating their bathroom which included installing a shower where their bathtub was and a new vanity, flooring, etc... a typical renovation in our world.    We signed a contract with this cleint in which it clearly states that it's a Non Refundable deposit and we printed off copies of the invoice and contact for us and for them.    Then many weeks or months later the client called saying that the shower was being Paid for and done by ******* ************.   So we updated their contract by removing the Shower portion from the project even though they had committed to doing this and we had already ordered and received much of this product.   So we feel we were more than flexible by agreeing to the changes and this was saving the client Thousands of dollars by having ******* comp do the shower for them... we would only be doing the rest o the bathroom and we provided the client a new updated invoice ( which the cost was somewhere around $6K for this new smaller project).  THen when we went to do the installation we again went over the details of this project Before starting as we always go over and verify things before starting any project so that we know the client is Clear on things and the costs.    We collected the final payment after the project was done.

  Then we heard from the client after things were done that they felt they overpaid for the project as she explained to me on the phone they were talking with someone ( a friend or family member) that felt that the cost they paid was to much and that it should have been a lot less cost... I explained to the client on the phone that we don't do work unless the costing is all agreed to before hand and that second guessing and questioning the cost after everything is completed was unfortunate as I said to her ' IF you felt it was to much cost, why did you agree to doing the project?"   everyone has an opinion on what things should cost and this is why we try so hard to make sure that the costs are all outlined ahead of time.   the cost was more than reasonable for a small project like this as we do all kinds of these projects and if we were overcharging I'm sure we would not be as busy as we are... and a lot of people still think in costs of several years ago and it should not take a rocket scientist to realize things are more expensive than they use to be.  ( sorry I'm getting a bit sarcastic).

  So this cleint wanted us to refund a portion of the  cost and we explained that unfortunately this was all agreed to before hand.   I guess they had buyers remorse and it's unfortunate that they decided to do this project if they felt it was to much of an investment.

   

  Customer Answer

  Date: 09/11/2023

   I am rejecting this response because:
  
  Oh my word.  I cannot believe with all the **** they are telling that this company is still in business.  The first paragraph is false.  I have never threaten ***** or ***** to give me a refund.  Also we were NEVER asked to leave the showroom.  That is a lie. 
  All I am asking:
  Where I gave consent to the price of $5500.00
  A detailed invoice outlining what each item cost to total $5500.00
  Show me clarification of what cost in my 5 x 7 bathroom
  Less than 2 boxes of flooring and a vanity installed = $5500.00  explain to me how you came upon that amount.
  Since I am not factual with my version of events, give me a copy of the documents that I have been asking for on multiple occasions.
  They are suppose to be the professionals.  They did not go over everything before they started the job.  Also, we were gracious enough to write a cheque for the final portion because the installer said that the company would get charged 4% if we were to use a credit card. 
  We asked several times for ***** and/or ***** to come and see the final project.  Show them the mistakes and no they would not come.  ***** mentioned to us that she lives local to us so it is "on her way" to work.
  We did not have buyers remorse.  We wanted the bathroom done but we also said we had a budget.  A company should be willing to help the client to make sure they are satisfied.  This is not the case.
  

  

  Business Response

  Date: 10/11/2023

  we have already responded to this.

  before doing the flooring we showed them the different ways it could be installed.  and we explained why the trim/ quarter round was put on this way due to their vanity style.

  they agreed to the costing before we started the project as we  reviewed and verified the pricing before starting this small project.

  we understand that they feel they overpaid and its unfortunate that they proceeded with the project as we would not have done any work if there was any uncertantity on things... the pricing was all agreed to prior to us starting... its not like we added extra costs of any kind or anything such as that.. the pricing was as quoted and agreed to before staring the work.

  Customer Answer

  Date: 14/11/2023

   I am rejecting this response because:
  As stated before many times, show me/give me a breakdown of what each item cost so I can understand how you came up with $5500 + tax.  That is all I am asking for.

  On the 18th of September, day for the renovation, yes the installer Jamie did show us the different ways the flooring could be installed and the way we picked, he did the opposite of the choice we picked.
  I have no idea what you are talking about when you said "and we explained why the trim/ quarter round was put on this way due to their vanity style".  That is a bold face lie.  ******* assistant went out to the truck, came back in my house and said "this is all I could find" and ******* response was "ya that will do".  So again, if I paid for something different, where is it?  Why put the quarter round on just because that is all you had in your truck at the time. 

  I truly believe they have us mixed up with some other client which can happen and no big deal if that is the case.  Just provide me with the paperwork that I have been asking for so many times.