Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My Rebath installation took place 14 years ago and has a lifetime warranty.On Jan. 24, 2025 I communicated with my local Rebath franchise to let them know the faucet in the installation developed a leak. They replied back that same day and asked me to email them my picture of my contract and photos and video of the leaky faucet which I did.I contacted them 3 additonal times and I was told the final evaluation of my case would be done by Feb. 14. It was not. I emailed them again on Feb. 28 to ask when I would be contacted regarding my case and as of today, March 18 I have yet to get a response.Up to this time I have not made any other claims or needed any other repairs to the installation.I would like Rebath to honor their contract and fix my leaky faucet.

  

  Business Response

  Date: 03/28/2025

  Thank you for reaching out to us and sharing your experience. We apologize for the delay in communication from your local Re-Bath franchise, and we understand your frustration.

  Our limited lifetime warranty covers Re-Bath DuraBath Acrylic products. For products not manufactured by Re-Bath, including faucets, these items have specific warranties from the manufacturers they are sourced from. Your local Re-Bath franchise can provide more details on the applicable warranty coverage, or you can read more on our website: **********************************************.

  We were unable to find your project in our records, but if you need assistance contacting your franchise, please give us a call at ************, and well help connect you with them.

  We truly appreciate your patience and understanding, and we want to ensure your concerns are properly addressed. Please let us know if you need any further assistance.

  Customer Answer

  Date: 03/28/2025

  It took the company 2 months to tell me that the fixture was not covered by the warranty.

  This seems to me to be unaccaptable. 

  If they know what their warranty covers, then why would it take 2 months to tell me that it was not covered?

  

  Business Response

  Date: 03/31/2025

  ******,

  We sincerely apologize for any frustration this situation has caused. At Re-Bath, we strive to provide timely and transparent communication regarding warranty coverage.

  The decision regarding your fixture was made at the local franchise level, as it is not a Re-Bath product and therefore not covered under the Re-Bath warranty. We understand that the timeline was longer than expected, and we appreciate your patience. If you have any further questions, we encourage you to reach out directly to your local Re-Bath for clarification.

  If theres anything else we can do to assist, please let us know. Our goal is always to ensure a positive experience for our customers.

  Warm regards,

  Re-Bath Corporate

  Customer Answer

  Date: 04/02/2025

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

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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.

  Number one they took the shower apart and never Replaced the installation in the wall in the shower wall., The door in the shower lot lining up correctly water comes out of the shower. Its just a bad experience with these guys. I have pictures.

  

  Business Response

  Date: 03/28/2025

  ****,

  Thank you for bringing this to our attention. We apologize for the inconvenience you've experienced, and we appreciate you reaching out to Re-Bath Corporate.

  To ensure your concerns are addressed as efficiently as possible, please contact the local franchise that completed your bathroom remodel, as they can provide any necessary service and warranty support. According to our records, your project was completed by our Re-Bath Cherry Hill franchise. You can reach out to them directly at ************** to discuss your concerns and request assistance.

  You can also review warranty information on our website (**********************************************), and you can file a warranty claim by clicking the "Start a Claim" button.

  We truly value your feedback and are committed to ensuring your satisfaction. Please let us know if you need further assistance.

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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.

  Unable to get an installation date after 4 months after the order was placed.

  

  Business Response

  Date: 01/15/2025

  Hello, Mr. ******************* you so much for bringing this matter to our attention. We have been in contact with your local Re-Bath franchise, Re-Bath *************, about your complaint. 

  It appears that they are going through the process of obtaining the proper permits to begin your remodel and are just waiting on that to process. The franchise general manager, ********, will be in contact with you very soon about your project. Please look out for that call. Should you have any additional concerns about the timeline of your project, please do not hesitate to reach out to the franchise. 

  Thank you and we hope you have a great day.

  Best,

  Re-Bath Corporate

• Initial Complaint

  Date:12/19/2024

  Type:Product 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.

  These people are unprofessional and the quality of the product is poor the install was done very sloppy with excess caulk to hide gaps is now yellowing and the caulk is coming off. I contacted the company regarding a chip in the tub and ***** says what did you do to itdont expect to get a new tubinstall was 4/2023 Im not the only customer having issues Common complaints about Re-Bath include poor quality installation, inconsistent measurements leading to improper fit, leaking issues, high pricing, difficulty reaching customer service, and problems with the overall design and functionality of their bathroom remodeling products, particularly their acrylic shower liners, which are often cited as having significant fitting issues and potential for water damage if not installed correctly.

  

  Business Response

  Date: 01/02/2025

  Dear Mrs. ************************ you for bringing your concerns to our attention. We understand how frustrating it must be to experience these issues, and we want to assure you that we are committed to addressing them thoroughly and fairly.
  

  Regarding the chip in your tub, our warranty process involves an assessment of the issue to determine the best course of action. In some cases, minor chips can be resolved with a repair, while more significant damage may require additional steps. To move forward, the local Re-Bath franchise that installed your shower has arranged for their install manager to visit your home, inspect the tub, and document the issue with photos. Once this is completed, well be able to determine the appropriate resolution and proceed accordingly.

  We understand your time is valuable and want to schedule this inspection at a time that works best for you. Please feel free to contact your local franchise office or return their call to confirm a convenient appointment if you have not already done so.

  We appreciate your patience and understanding as we follow the necessary steps to ensure a lasting solution. If you have any additional questions or concerns, please dont hesitate to reach out.
  Thank you for allowing us the opportunity to resolve this matter.

  Sincerely, 

  Re-Bath Corporate

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair 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.

  Sept 29, 2024 I signed an agreement with ReBath LLC for a tub/shower conversion. ReBath sales agent (******) came into my home and told me and my husband one thing and then the installer (***) came into my home on Dec 16, 2024 , laughed at the job and what we were told by ******. We were duped. I am requesting my down payment of $8,405.00 back immediately. Sales agent said job would be completed in 2-3 days. Installer said : Let me guess, you were told 2-3 days, installer said it would be all week but if he couldn't finish he was going on vacation and not sure when he would be back to complete the job. This is how the day started....Sales agent told us a crew comes in to handle the project - Installer said he was the crew, A one man crew. He laughed at that also. Sales agent said tiles on our bathroom floor would not be damaged - Installer said he might damage them - there was no guarantee. That would mean we would have to re-tile our floor.Installer looked at tiles near the window on back wall, said he would have to remove those but could mud them for (me) to paint Installer then saw our vanity and said it should be removed to give him space, Sales agent never told us this.Installer said ReBath sales people always make him look like an idiot.I called ReBath, Wheeling IL on Dec 16, 2024 to let them know what the installer said. I spoke to *****, ***** was quite rude and said you will NOT get your money back. He told me ****** my sales agent will call me. She never did. After the Installer left my home, about 20 minutes later, he came back. I asked what he needed. He told me the *************** said I changed my mind, and to return to my address. That was a complete Lie. I asked *****, the owner of ReBath in ********, IL nicely to return my down payment. He won't. I want it back since they breached their contract and told me lies.All I want is my down payment back. Please help me.Thank you,***** and *** ********* ************

  

  Business Response

  Date: 12/17/2024

  ***** and ***, t**** you for reaching out to Re-Bath Corporate. After speaking with your local Re-Bath franchise, we understand they are unable to refund your deposit as the cancellation period outlined in your signed contract has passed, and all materials for your project have been purchased and delivered. Weve been informed that additional installation teams are available and ready to begin work immediately, with the installation expected to take approximately 3-5 days. We sincerely apologize for any prior miscommunication regarding your project timeline and scheduling.We kindly ask that you contact your local Re-Bath to reschedule the start date for your project. We are confident your remodel will exceed expectations, providing you with a beautiful bathroom youll love.

  Customer Answer

  Date: 12/17/2024

  ReBath -

  On December 16th, 2024 after *** the installer left our house, your employee ***** called us. He told us ***, the installer had installed over 350 bathroom with ReBath.  When *** saw our bathroom, he immediately said there is absolutely no way he could complete the job in 2-3 days. He said perhaps 5 days but no guarantee.

  Rebath, this is not acceptable. We selected your company to handle this project and your professional one man crew said it could not be done. Our sole reason for choosing ReBath over competitors was the 2-3 day promise that your sales person ****** told us.  I want my full money of $8,405 refunded to me.  I do not trust your organization. Your sales rep ****** pitched me and my husband a service you could not provide.  Your experienced and seasoned installer, one man crew of *** laughed and said, the sales team always makes me out to be an idiot. *** immediately said there is no way he could complete the job in 2-3 days. 

  ReBath - I want my money back.  All of it.  There is no reason you should withhold my deposit of $8,405 which you have not earned. This is no way to treat me or my husband. Just refund my money.

   

  ***** and *** *********

   

  

  Business Response

  Date: 12/18/2024

  *****,
  
  We sincerely apologize for any miscommunication from the team and for the frustration it may have caused. The Re-Bath ************ is committed to completing your project as efficiently as possible. They have additional installation teams available and have assured us that the job can be completed within 3-5 days.
  
  Regarding your request for a refund, we must adhere to the terms outlined in your signed contract, which you attached in your initial message:
  - Page 9: You, the buyer and consumer, have the right, without any penalty or obligation, to cancel this agreement prior to midnight of the third business day after the date of this transaction if the sale is made in your home.
  - Page 10: Because Re-Bath products are custom made, Seller cannot refund your deposit after the cancellation period has expired.
  
  As your contract was signed on 10/1/2024, we are more than 10 weeks past the eligible date to receive a refund for cancelation.
  
  The Re-Bath ************ is confident in their ability to deliver a quick and effortless remodeling experience,and are eager to complete your project to your satisfaction.

  Thank you,

  Re-Bath

  Customer Answer

  Date: 01/08/2025

  ReBath,

  You are correct, I signed a contract that said I can't cancel it after 3 days. I never wanted to cancel it.  Your sales *** ****** told us EVERYTHING we wanted to hear but was not true.  She knew we had one shower in our house and looked at our small bathroom and said, for sure we can get this project done in 2 - or - 3 days worse case. 

  She said for sure no tile on the floor would be broken. ***. Etc.  (read my notes from compliant on all the **** she told us.)

  I did not have a lawyer sitting with me to review the 10 page or so contract. I took ******** word on all of it. 

  Your sales *** sat at our kitchen table and never said 3-5 business days. It was always 2- 3 days. If she said 3-5 we would NOT have signed the contract that evening. We chose Rebath because of the 2-3 days sales pitch.

  Everything heated up when I called your Wheeling, IL office in December. I just called to see if they knew when scheduling would be, ***** looked at my contract on our phone call, and the first thing he said to me was, 
  "I hope you don't think we can get this completed in 2-3 days".  I was a little taken back by his tone to me. I did not answer, as I thought he might be having a bad day.  Then he said, what date do you want the installer and I said Dec 16th?  And he said fine.

  ReBath did provide me part of my monies back. I would like the remaining $3,000 back. 

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair 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.

  ******* ******, installer for re-bath in ************** goes to the bar every day during work hours. He plays pool and drinks alcohol every day while clocked in. Shameful behavior, thought the company should know.

  

  Business Response

  Date: 12/17/2024

  ****, thank you for bringing this matter to our attention. This behavior does not align with the standards and values we uphold at Re-Bath, and we want to assure you that we take these concerns very seriously. Please know that we will address this situation promptly to ensure all team members demonstrate the professionalism expected of them. Thank you again for letting us know.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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.

  1. They installed incorrect cheaper countertop when we paid for a better one they knew they made a mistake but installed it anyway. When we noticed they ripped it out damaging cabinet. 2. No one from upper management has contacted me and Ive made numerous attempts to reach out to get someone to help.3. They said in contract job would take a week. Its now taking almost a month. 4. They destroyed an adjoining wall to my daughters room. Now they have to paint it because there was four spots in her room they banged on the drywall so hard that it crumbled onto my daughters bed. 5. My carpet on my second floor has been destroyed with permanent stains. 6. The sink hole was cut unevenly we measured it. It was not centered. 7. The start date was supposed to be a Monday and it was a Wednesday at noon. 8. It was completely unethical for them to put in the wrong materials, hoping we would not notice. 9. The completion date was not met or honored. 10. They told us that it would be completed in November. It is now December they owe us money.11. They said the countertop would be a bullnose rounded edge, and it was Not it was pointed and hanging over, not aligned with the cabinets.12. We were up charged for things we did not know about.

  

  Business Response

  Date: 12/17/2024

  ****,
  
  We thank you for reaching out to us with your concerns. We apologize for the issues you experienced during your project and want to address them with transparency and care.  The team here at Re-Bath Corporate has spoken to your local franchise and they have informed us that they have addressed your complaints.
  
  Regarding the countertop, while the correct material was installed, a fabrication error occurred. The franchise promptly removed it, expedited a replacement, and will repair the cabinet. Regarding the wall damage from tile demolition, that will be patched and painted. For the carpet, protective coverings were used, and the area was shampooed during installation. No stains were observed during the inspection on 12/4.
  
  We regret any dissatisfaction caused and are committed to ensuring your project is completed to the highest standards. While the timeline was extended by one additional workday due to unforeseen plumbing issues, which were resolved at no cost to you, your local franchise issued a $1,000 refund as compensation for the delay.
  
  Please reach out to your local franchise if you have further questions or concerns on the completion of your project.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair 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.

  Approximately 6 years ago I used the Rebath company in **** for a complete shower remodel.. It was my understanding that all parts were covered with a lifetime warranty. Approximately one year ago the handheld shower began to leak slightly. Overtime it has become much worse. When I called to have it replaced they scheduled someone to come out and then called me the next day to say it was only a 2 year warranty. I agreed to pay for someone to come out and I would just pay it and was told the job was too small and another company would need to do it I am requesting a replacement hand held shower attachment which was supposed to have a lifetime warranty.

  

  Business Response

  Date: 11/14/2024

  Hello,

  After speaking with manager, *** ******, from the Re-Bath and Kitchens franchise that originally serviced Ms. ***** in 2018, we have come to the conclusion that they will be helping the customer with the replacement of their handheld shower attachment. Please consider this complaint handled as the franchise is scheduled to service this request on November 25, 2024. Please let us know if anything else is needed.

  Thank you,

  ****** *****

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair 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.

  Roughly 7 years ago I had a shower installed through rebath. At the time I was told that there was a lifetime warranty on the shower as long as I lived in the place it was done. A bottle of body wash fell recently and punched a small hole on the shower pan so I called the Omaha rebath location to ask what they can do to fix it. They said that wouldnt fall under the warranty because it wasnt a manufacturer defect. The issue I am having and failing to understand is how is the integrity of the pan is not a manufacturer defect. Shouldnt that have been tested out, things that could fall in a shower when they were coming up with the formula for the pan construction? They are not backing up their claims and now I have a shower pan that will leak through and ruin the floor underneath my shower. The construction of the shower makes it so I have to replace the whole thing to fix this issue if they wont come and honor their product. I purposely chose this company for the shower because of their reputation. Apparently I was wrong to do that.

  

  Business Response

  Date: 08/19/2024

  ***********, thank you for bringing this to our attention. We contacted your local Re-Bath franchise, and we were informed that they have been in contact with you to get this issue resolved. They ordered the necessary repair kit and will be scheduling the repair as soon as it arrives. We look forward to servicing you and ensuring your shower pan is repaired. Thank you.

• Initial Complaint

  Date:08/12/2024

  Type:Product 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.

  In February of this year, ReBath started working on my bathroom jacuzzi, which we agreed would cost me $32,000, and the total shower number 2, with a total contract cost of $53,000. Rebath did a very bad job on the jacuzzi, mainly because they installed a jacuzzi with a very slow water faucet. The faucet they installed came with the jacuzzi for $5,000 and is defective. It took the water about one hour to fill the tank, which caused the person to freeze while sitting in the jacuzzi for an hour. I called Rebath several times, and the maintenance guys came, but every time, they lied about the cause and blamed others for the bad quality of the job. They promised to fix it, but they haven't done anything until now. I requested that they replace the faucet or the jacuzzi, and they promised to do it, but they didn't do anything to remedy the situation. Until now, I can't use this jacuzzi at all, and I spent $32,000 on it to be installed.

  

  Business Response

  Date: 08/19/2024

  Hi ****, we appreciate you reaching out to us. Our team is eager to get this resolved, but we have had difficulties contacting you. We previously replaced the faucet due to a manufacturer defect, and we understand you're not completely satisfied with the replacement. To ensure the issue is fully addressed, we have a third faucet ready to be installed at your convenience. Please let us know your availability, and well gladly arrange for an installer to come by as soon as possible. Thank you and we look forward to hearing from you.

  Customer Answer

  Date: 09/03/2024

  • Why are you rejecting the business' response? I am not rejecting any offer from them.  After in knew that the busines saying that i didnt respond to thier allegation, i sent an email to *************** customer services and ****** project manager and informed them that I am in ********** due to medical treatment and i will be between September 1st  and 7th will be in ********* availabe to meet with them and give them the key to give them flexibility to do the defect while I am away from home.  They didnt response until now! 

  • Mention any additional concerns you would like the business to address.  I would like to send you a viedeo clip to show you the new faucet and its very slow discharging water to fill tthe tank in an hour and this is very frustrating.  The person get freezed in the jacuzzi if its that slow.

  • Restate your desired resolution.  They fix it or replace it or they refund the money for me.  I paid them $32,000 for doing nothing and until now i have never use it at all.

  • If applicable, please send any documents that support your rebuttal statement .  I woould like. to send you a video clip of  the new faucet and see how bad its.

  

  Business Response

  Date: 09/05/2024

  Hi Hoda,

  As mentioned, we are happy to get the third replacement scheduled for you. Your local franchise left you a voicemail informing you of their availability on 9/7 between 9-10am. You can continue to work with your local franchise to schedule the service you are requesting, their team is happy to help!

  Customer Answer

  Date: 09/06/2024

  When they came to my home today, September 6, 2024, they said that the faucet was not the reason for the low water discharge. The maintenance technicians told me that they would order parts that could increase the pressure of the water running into the jacuzzi.  

  They said they would contact the corporate office to see what they could do. We will see what the business manager says about this issue.  The issue is not resolved by replacing the faucet. As they mentioned, the third one was not installed today, and we have to see what they do. I want to do to resolve this issue.  

  They haven't installed any faucets yet, so the jacuzzi has not been functioning correctly or satisfactorily until now.    Please keep the case open until we get it functioning correctly.  

  Sincerely

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