ComplaintsforBathroom Brothers Inc.

• Initial Complaint

  29/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother had a bathtub with surrounds installed at her home Sept 17th, 2022. Since then she had issues with caulking coming off. She noted to the person at the time that there was noise and movement when she walked on the tub. She was told at that time (March 3, 2023) that it was nothing. July 20, 2023 they came to fix the caulking issue. Again my mother mentioned to the person that came that when she walked on the bathtub that she felt movement and that it made noise. At this point it has become worse. She was told it would cost too much to repair and she should consider the repair when she did the floors. On August 11, 2023 My mother spoke to ***** at Bathroom Brothers. She made him aware once again that the noise was getting worse. She was told by ***** that they were too busy and that they would come the following week. To this date this has not happened. My Mother is elderly, she doesn't use email or internet. I am her son and I am writing to you to help to have this company or another company fix this issue with a bathtub that was installed incorrectly at the cost to Bathroom Brothers. The previous bathtub did not have any noise issues and was only replaced to update the bathroom. I am concerned that this may cause my Mother to fall which could cause injury or worse. The warranty period for workmanship expires August 17, 2023 and my Mother feels as if the company is trying to drag this on to avoid repairing the installation that was done incorrectly. *** **** *** **** ** ******* ** ******* ********* ****** *** ** ******** ***** ****** ** ************* *** **** ** ***** ******* * *** ** ******* ** ************ *** ** **** ** **** *******. Please provide my Mother with any help possible to have this company or another repair this issue so my Mother doesn't suffer any injuries from this horrible installation.

  

  Business response

  13/10/2023

  *** ******** stated he had personally gone out to the consumer's residence and spray foamed the tub. When the noise issue wasn't completely resolved, the tub was sprayed again which finally resolved the issue with the noise. 

  Customer response

  13/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The response from *** is incorrect. He did spray and asked my mother to wait 24 hours to see if the problem was still there.  My mother had the same noise from the bathtub after 24 hours.  This was over a month ago and *** was the first one to be there.  Since then spray has been used 3 to four times and the issue persists.
  

  There is a major problem with the installation in which spraying the bottom of the bathtub is not fixing. We feel the installation was not done correctly which may require the tub to be reinstalled and properly supported. 
  

  We believe *** is not being told the true story from the employees in Regina. 
  

  Someoneagain is to be there today.

  **** ******* on behalf of ***** *******,

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

• Initial Complaint

  23/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We do not want this business to enter our house again and would like a refund for the work that now has to be completed by someone else. We have given this business multiple opportunities to correct their mistakes with unacceptable results. They also damaged our new bathtub and damaged walls in the bathroom and hallway that now need to be repaired and repainted. ****************************************************************************. We requested a receipt on numerous occasions indicating that payment was received in full. A receipt was never provided. It took us 15 years to be able to afford this renovation and it has been a nightmare. Thank you, ****************** Bathroom Brothers Statement of Facts 1. Received quote for Bathroom renovation, given sample by Bathroom Brothers of linoleum recommended to purchase 2. Booked renovation for Aug 23, 2021 3. Called and emailed a number of times with questions, told to not call and to ask questions on Aug 23rd. 4. Purchased linoleum recommended by Bathroom Brothers. 5. E-transfer $1,000 to Bathroom Brothers on August 20th as instructed on the quote. 6. Sunday, August 22nd had not heard from Bathroom Brothers to confirm, so emailed asking if still coming. Noted Bathroom Brothers had incorrect phone number on quote. Indicated in email the error. 7. Received phone call from Bathroom Brothers that he had canceled appointment because he did not hear back from us. Indicated that we provided phone number numerous times and had etransfered the $1000 as instructed on quote. Told, "I don't check that". We indicated that this was an issue as we had already taken toilet and vanity out of bathroom to prepare for renovation. Bathroom Brothers indicated that installer had been cancelled and would have to see if he could still book him. Bathroom Brothers called back and were able to come August 23rd. 8. Prior to installing linoleum, Bathroom Brothers asked which way we wanted it laid. Gave instructions and laid in direction requested. 9. Payment by etransfer $1635.00 Aug 25th and final etransfer payment Aug 26th $1632.95. 10. A little while after installation, noticed that the adhesive under the linoleum uneven. Bathroom Brothers was called and came to take a look. 11. An installer was booked to come and fix the problem. 12. After the adhesive was corrected the linoleum was damaged as it was now grey where it used to be white. 13. Bathroom Brothers was called and came to take a look. Told there were 2 options, take everything out and re-do the floor or try a wider transition piece. Said we would have to discuss and get back to them. 14. Decided to try the wider transition piece first. Called and booked an appointment of Bathroom Brothers choosing. Bathroom Brothers did not show up for the appointment and did not call. 15. Received email from Bathroom Brothers the next day. Booked another appointment of their choosing. Again did not show up or call. 16. Decided the wider transition was no longer an option. Emailed and asked to have a refund for the work that needed to be re-done by someone else as we no longer had confidence that Bathroom Brothers could do the work. 17. Received phone call from Bathroom Brothers asking to give another opportunity to make it right. 18. Took some time to think about it and finally decided to give them one more chance. 19. Booked for Nov 1st. 20. Received call from Bathroom Brothers early Oct 25th saying they were doing the bathroom that day. Reminded Bathroom Brothers it was booked for Nov 1st. 21. Nov 1st came to reinstall flooring. 22. On numerous occasions heard installer tell *** to be careful. 23. Overheard *** tell installer that the linoleum that we selected was to thin, not sure why anyone sells it any more. Confronted *** with the sample he provided as the linoleum he recommended. *** tried to say that the sample he provided was thicker than what we had purchased. He went to his truck and pulled out a sample that was not the same as the sample provided to us. Claimed he must have had the wrong sample that day. 24. Upon completion of the bathroom, noticed that the flooring was laid the wrong way. Let Bathroom Brothers know the problem and he asked "are you sure". Said "oh crap" and left. 25. Called to make an appointment with Bathroom Brothers to have the flooring fixed again, as we were not sure what to do and wanted to make sure it got done this year if we did decide to have them do the work again. 26. Noticed later that there was also a flaw in the linoleum that was purchased and installed by Bathroom Brothers. Walls were damaged in the bathroom and hallway. 27. Sent email indicating that we did not have confidence that Bathroom Brothers could complete the work. Asked for a refund for the work that needed to be completed by someone else. 28. After email was sent, put door back on bathroom and went to use the bathtub for the first time since Bathroom Brothers re-installed the flooring. Noticed that the bathtub now has a gouge in it that was not there before. No one had used the bathroom since they were there because the door was off. 29. Emailed again to indicate the problem with pictures. 30. Received email from Bathroom Brother the next day indicating that we did not indicate which way to lay the flooring. Said that the flaw was not a reflection of their work. The gouge in the tub could be a manufacture defect. Would not be giving a refund. 31. Emailed statement of facts to Bathroom Brothers. Requested a refund for work to be done or we would contact the Better Business Bureau. 32. Received another email saying we were being unreasonable. Would re-do the work and fix the bathtub but would not give a refund.

  

  Business response

  28/11/2021

  Business Response /* (1000, 5, 2021/11/28) */ Unfortunately, This is one of those cases where no matter what we do we can not make the customer happy.We installed the full bathroom as he described .He was happy and paid in full.He did later contact us about the discoloration in the flooring at the doorway, we came back & we gave him the 2 options of either a wider transition strip or just remove the flooring and replace it.After going back and forth he decided to go with replacing it. After purchasing a new piece of flooring (no cost to customer but did not remember what direction the pattern went since it was a white marble tile look it was a plain look, totally forgot what direction the customer wanted) we removed the vanity, toilet, baseboard and flooring. We skimcoated the subfloor to smooth any defects, and re installed everything again. We Had him inspect everything as we were loading the truck, He stated that it all looked good. As we were about to leave he came out and informed us that the floor pattern was the wrong direction I did say "oh crap" and stated that we would have to come back and re install it all again. He then said he woud talk to his wife and see if she was ok with the flooring the way it is, and i said ok. 1 Day later he said she did not like it and he wanted it redone again I agreed and gave him a date to do it. 2 days later he informed me of a Manufactures defect in the flooring (that was going to be replaced so was not important nor my fault. He also stated he found 2 chips in the tub (this happens occasionally during installation or shipping). We stated that we have*********************** on call to fix any chips or cracks ( from a tool drop or manufactures defects). He stated nothing about defects on walls until stated on BBB and just wants a refund . We are willing to still do the fix for *** to make him happy, (we still have him booked for Dec 13th,if he wants). We do between 150 to 200 bathroom a year since 2017. We have had to fix a thing or 2 here and tnere for customers , But you just cant make everyone happy all the time. We are truly sorry we cant make *** happy. ************ BATHROOM BROTHERS INC. Consumer Response /* (3000, 8, 2021/12/14) */ First of all, this is not a case of no matter what is done we aren't happy. We were initially happy with the results of the bathroom until we noticed the lumps under the linoleum (that was purchased based on Bathroom Brothers recommendation). *** sent someone to fix the glue that was not spread properly prior to laying the flooring and the flooring was damaged when the glue was removed. When *** came out to take a look at the damaged flooring on Sept 24th, he gave us our two options, try a wider transition or remove the vanity and toilet and replace the flooring. If we couldn't have been made happy we would not have chosen the cheapest solution to try first. Unfortunately *** made 2 separate appointments of his choosing to have this done, but did not show up for either. Why would a customer be happy with this service? Before he left that day, he asked if we had paid yet. This is when we sent an email asking for a refund for the work that needed to be done. He was willing to give a refund at this point however he begged us to give him another chance. After some thought, we decided to give him one more chance. This would now be the 4th chance we gave him to do the job and do it right. (#1 - he cancelled because he wrote our phone number down wrong, #2- first appointment to change to transition, #3 -second appointment to change the transition, #4-to replace the flooring) After this many chances, and him leaving damage and not laying the flooring correctly, why would a customer be happy? Bathroom Brothers purchased the flooring the second time because it was their fault it was damaged. Since he has done so many bathrooms, it is a reasonable expectation that he would lay the flooring correctly. Not to mention that he took the old flooring out and knew the direction it was to be laid. It is not plain looking linoleum; it is a distinct 9 x 18 inch tile pattern. We did pay in full because *** hounded us for payment. He asked for payment in full after the first installation. He did not send an invoice, we were just to pay off of the quote and deduct the $1,000 deposit we had already paid. We would have liked to have waited 30 days, but apparently that was not an option. We waited until the 48 hours passed before we could use the tub, before we considered making payment. He sent a text Aug 25 looking for payment. My daily limit would not allow me to pay the full amount in one payment. Payments were sent by etransfer, $1635 Aug 25, 2021 and $1632.95 Aug 26, 2021. We are prepared to take this to Small Claims Court if necessary. ****************** List of attachments: Email 1 - dated August 6th asking to make changes to quote and to book a date. Two phone numbers provided Email 2 - dated August 22nd - pointing out phone number error on quote and asking when to expect them in the morning Email 3 - dated August 22nd - email from *** stating he cancelled our appointment for August 23. Email 4 - dated Sept 23rd - asking *** to come and take a look at the linoleum after the adhesive has been fixed however linoleum now damaged. Email 5 - dated Oct 5th - email to *** asking if he is still coming to try the wider transition and ***'s reply that he was not coming. Email 6 - dated Oct 6-9 - Oct 6 rebooked for Oct 7th. Oct 7th asking if *** is still coming. Oct 9th ***'s reply that he had double booked. Text 1 - dated August 25th - *** looking for payment Business Response /* (4000, 12, 2022/01/04) */ The owner and Bathroom Brothers have come to a reasonable agreement to resolve this issue. ************ Bathroom Brothers Inc. Business Response /* (4000, 22, 2022/01/19) */ We agreed to pay both contractors for the work when it is done and we get the invoices . We need the invoices to claim on taxes. Please send to : Bathroom Brothers Inc. Box 9 Belle Plaine SK S0G0G0 For processing & payment Consumer Response /* (4200, 24, 2022/01/21) */ ******************************************************************************************************************************************************************************************************************** This was not the agreement. We agreed that he would reimburse us for the work that we would be doing ourselves. We have already purchased the flooring and other supplies to do the work. He did not indicate that any invoices would be required. He agreed to the $745 plus the tub repair as per the previous emails that you have been cc'd on. If he wants a contractor to do the work so he can have invoices it will cost him a lot more than $745. Thanks ****************** Business Response /* (4000, 26, 2022/01/25) */ Ok I can do that. Sorry about the misunderstanding. *** Consumer Response /* (2000, 28, 2022/02/01) */ ***************************************************************************************************************************************************************************************************************************** *** dropped off a cheque today for the $745. Thanks for all your help. *******************

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