ComplaintsforReBath LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The shower has a window in it and the piece of plastic that covers it has released from the caulk. This has allowed water behind it and onto the wood window sill. We have stopped using the shower since it feels like the wood has become spongy in a 2 inch half circle around gap.I have contacted rebath multiple times. They promise callbacks and do not. I finally got an agent to put in a service request but she indicated they would send one of the installers that set my wood floor on fire, put in the shower cartridge incorrectly, did not glue the pvc pipe allowing water to flood my basement, and could not install a toilet. This has been going on for a week and they only thing they will say is it is not a big deal and the original installers did nothing wrong. I'm still waiting on them just to schedule someone to repair the window and shower. I'm losing time off work and a lot of stress. All confidence I had in the company is gone. I have also noticed they claim to have an A+ rating with the BBB, but do not.

  

  Business response

  07/26/2024

  *****, thank you for bringing this to our attention. We've been informed that the Re-Bath Birmingham team visited your home yesterday and addressed all the issues. The panel was removed and it was determined that there was no damange underneath, so the team was able to reinstall and reseal the panel. Your satisfaction is important to us, and we're glad to have resolved this for you. Please let us know if there's anything else we can do for you. Thank you again, and we hope you enjoy your beautiful new bathroom.

  Customer response

  07/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was satisfactory to me.  I consider this complaint resolved. 
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I are both disabled veterans and my husband is currently using the *******************, plus we are also financing approx. $10,000. $1100 was on our on to help fix.On June 25, 2024 we had Re-Bath convert our bathtub into a walk-in shower. It has been a total disaster & a total nightmare!As soon as they completed our shower, which is on the second floor they gave us a demonstration on how to use the shower and the shower nozzles.About an hour after they left on July 2, our ceiling started leaking bad in the middle of our laundry room which is on the 1st floor. Then a few minutes later the other side of the ceiling started leaking. The workers came back that same night to fix the broken shower. They looked at the area and said it was an HVAC problem. The next day we called Empire Refrigeration (the people who installed our air conditioning which is on the side of the house, advised us it was not a problem with our air conditioner.) Empire proceeded to service our 2 units with no problems. Plus, we have not had any problems with our air conditioners since we purchased them.Well, everything got worse and we used a bucket to catch the water the whole 4th of July weekend because Re-Bath couldnt get a plumber until the following Monday. We called our plumber on that Saturday to check the second bathroom out and the toilet in the other bathroom. Our plumber had advised us that it was something that Re-Bath did because we had no leaks coming from our toilets or our 2nd bathroom. He resealed all of the seals and checked thoroughly to ensure it wasnt a problem on our end. He said he would not touch the work Re-Bath did. We also had our plumber come again on Monday morning to make sure nothing was clogged in the bathtub. He retrieved 2 small plastic pieces which I showed the Re-Bath plumber. Which my plumber advised me it would not have caused a big leak. Re-Bath has came several times this week, plus several times the same day and the problem is not resolved.

  

  Business response

  07/12/2024

  ******, we appreciate you reaching out about this matter, and sincerely apologize for the issues you are experiencing. Our team has made multiple trips out to your home in attempt to rectify the situation. During these visits, our team ran the water for more than 15 minutes and there were no leaks. Therefore, it was determined that your leak is not from our error. Our team is more than happy to address the leak if we are able to verify that the leak is coming from the shower we installed;however, as we have checked multiple times, that is not the case. Earlier this week we made another attempt to explain the situation, and unfortunately our team was not able to have this discussion with you. Again, we are more than willing to address the leak if given the opportunity and if we can verify the shower is causing it. Please call us at ************** if you would like to move forward with discussing this matter.

  Customer response

  07/15/2024

  I am not satisfied with a shower that was installed and leaked hours after they installed it and has continued to leak as of today. The manager that came to our house on Wednesday was very rude and very condescending. Where was the manager when our shower was leaking profusely the same day it was installed and our ceiling cut multiple times! Where was the Master ******* at when they came out the same night that they finished our shower and it was leaking profusely! 
  
  This All Could Have Been Resolved If A Manager or Master Plumber ********************* Work or Showed Up When Our Shower Was Leaking Profusely The Same Day They Finished Installing It! It was no accountability for our investment by management until it got out of control!
  
  15 minutes of running a shower every time someone comes out to fix a shower that is costing over $16,000 does not justify that the problem is fixed and hours later it is leaking again. One time it didnt leak until the next day after we had taken a shower, which I had contacted a representative who sent someone over again.
  
  We already had a power surge on last Sunday before they came out on that Monday because the leak was continuously leaking. The leak caused our internet service to be fried and *** had to come out and install new wires and fix our system. The *** installation team were here on the same Monday they came out to fix our leak and again the same they to bury the wires the last time they ran the water for 15 minutes. 
  
  We do not feel safe with the previous work that was performed! How long will the glue hold? How many cuts in our ceiling will they have to make to resolve the problem? The young worker that tried to fix our shower last said it would not hold and it didnt! They sent him back out to fix it and it started leaking that night again! When my husband texted representative about the leak that night he said to inform management about your problem! 
  
  We need a ReDo to our shower, not another quick fix. 
  
  
  

  

  Business response

  07/22/2024

  Hi ******, the General Manager from the Re-Bath ******* franchise has contacted you. They are putting the Master Pumbler on your project and he will be taking care of you from here on. They are going reach out to you today to schedule an inspepction this week, and during this time they will remove the plumbing wall to evaluate the connections. From there, they can determine the best solution. Thank you again for bringing this matter to our attention, as our team is eager to resolve this issue and ensure your satisfaction.

  Customer response

  07/25/2024

  Hello,

  I do Not feel satisfied with the job they did nor comfortable with the yesterdays visit. My shower is still not repaired.

  The Master Plumber, General Manager, (Jak one of the workers who worked on our shower conversion) and another worker came out yesterday at 4:00 pm on July 24, 2024.

  The Master Plumber, General Manager and the 2 other workers did not remove the plumbing wall. 
  
  They conducted the same visual inspection as they did when they previously came to our property and ran water and flushed our toilets for 30 minutes.
  

  They bought a Moisture Meter to inspect every inch of our home looking for leaks and they did not find any leaks in the second bathroom, toilet area in the main bathroom, water heaters in our garage, nor the **** unit and vents on the second floor. 
  

  They did say the **trap had leak, but the other young worker had previously stated it was a leaking. The General manager called to inform me the Master ******* was going to come out to our home, but my husband or myself will not be able to make the appointment due to personal obligations and putting time in to take off of work. 
  

  The General Manager also told me on the phone today they were Still talking to corporate about our situation with our shower. Our tub/shower conversion started on June 25, ******************************* our ceiling.

  Our ceiling was Not leaking prior to the tub/shower conversion, nor did they say they saw any problems or damage when they installed the shower,

  I had already paid my plumber previously (Horizon City Plumbing) and the **** company Empire to look for leaks in my home just in case the leak was our problem. They Both said it was something Re-Bath did and it was nothing on our end. 
  

  Please Re-Do our shower and help us get our home back!

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I had read about bathroom remodels that help older people. We had someone from the company come and explain the procedure. He went to measure the height of the shower we had. He said it was 6 inches and they would make it 3 inches. Thats exactly what we wanted.Then, the day of the installation things went downhill. The installers complained about pipes underneath the shower and put in a new and different base that was not for a 3 inch base. I started with a 6 inch height and now its 8 inches, making it more difficult for me to get into the shower. We were trying to make things easier for me as I got older, and this only made things worse. And for all that we still have to pay for it. Doesnt seem fair.

  

  Business response

  03/27/2024

  Hello *******,

  Thank you for contacting Re-Bath, we are in receipt of your complaint.  We apologize for the height discrepancy with the shower base, and I will contact the franchise owner and hopefully find a mutual and reasonable solution.  Again, thank you for allowing Re-Bath an opportunity to assist you in this important matter.  And we will follow up with you as soon as possible. 

  Kind ******************************** Re-Bath, LLC

  Customer response

  04/05/2024

  I DO NOT CONSIDER THE MATTER RESOLVED! The company has not contacted me. I still have the same complaint I wrote about. I am not going to pay $10k for a shower that makes it more dangerous, not less dangerous, for me to use.

  
  

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

  

  Business response

  04/05/2024

  Hello, 

  I have contacted the franchise owner, ********************* to alert him of this complaint, as soon as I connect with ***, I will provide you with an update. 

  Kind regards,

  *********;

  Customer response

  04/08/2024

  Nothing has been resolved. I still have the same problem that is not being addressed. You are putting me in physical danger with the way you left the shower. This is definitely not what we signed up for, 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a shower installed in June of 2010, and I chose Rebath because of their lifetime limited Warranty. After reading the warranty again, I was sure that my repairs would qualify for their warranty. Now 11 years later, there are 2 walls of the shower have lost adhesion and are bubbling out. I contacted ReBath office in ************* the beginning of November 2023 for warranty service. I explained the problem to the warranty manager, and he said he would get me on the schedule. He said it would be a couple of weeks, but would call me with a date for repairs. I waited until the beginning of December 2023, and I called and talked with warranty manager again to check if he had a day for repairs, and he said he said "oh I got you mixed up with another customer with the same last name, sorry about that I will try to work you into the schedule in a few weeks." I called the beginning of January 2024 and talked again with warranty manager. This time he said this time "I am really short handed this time of year, so I'm not sure when I can get someone out there to do repairs." I said ok but I wanted it done soon since it had been a few months since I initially contacted him. It's now almost two months since I last talked to warranty manager, and I haven't heard anything back from him. I am questioning ReBath warranty contract because it sure feels like Rebath doesn't want to back it up and continues to give excuses hoping you will just go away because your tired of being lied to.

  

  Business response

  06/10/2024

  Hi ******, thank you for reaching out to us. We have contacted your local franchise and they informed us that they have reached out to you to help out with your service. You received a message on June 5 informing you that your products were ordered and will be arriving soon, and when everything has arrived they will confirm your installation start date. Please don't hesitate to reach out to us or your local franchise if you have any additional questions or concerns.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  rebath redone entire bathroom $15000 plus , the vanity is starting to get hairline cracks around drain, was told when i went with rebath everything covered for life. called them they tell me they don't cove nothing except acrylic . so all the entire job has no warranty. DO NOT GO WITH rebath to redo your entire bathroom because the don't cover there work

  

  Business response

  05/29/2024

  Hi ****,
  
  You are correct, vanities as well as other products not manufactured by Re-Bath are not covered under the Re-Bath lifetime warranty.The lifetime warranty is for products manufactured by Re-Bath which includes our DuraBath acrylic products, DuraBath natural stone products, shower bases, and walk-in tubs. For other products not manufactured by Re-Bath, such as faucets,sinks, countertops, lighting and flooring, shower doors, toilets, these products have specific warranties from the national manufacturers they are sourced from. We tried searching your name, email address, phone number, and home address in your database and we were unable to locate a record of your project. Please contact your local Re-Bath franchise who completed your remodel and they will be able to provide you with warranty information for your vanity and advise what is covered and not covered under the warranty.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ReBath advertised, offered and sold us a new bathtub and tub enclosure in August 2023. We were advised all items were 1st quality and were made to order for each job. The installation was done in September 2023. We noticed a hole in the bathtub in December 2023. When we contacted the local *********, ** ReBath franchise, which did the installation, to report this damage, we learned per their email response the tub had a "factory defect" which they already were aware of and had photos of, which were taken by the installers and we were directed to a third party who would repair the existing tub.We replied that this resolution was unacceptable, due to the fact that we were never advised of the pre-existing damage by the installers and that the damaged tub should have never been installed. We were also advised that this resolution was "per the warranty agreement" and came directly from ReBath Corporate. We have reviewed the warranty agreement, and there is nothing in it that addresses knowingly installing a damaged product and withholding this information from the consumer.We asked to be put in touch with whoever made this decision at Rebath Corp. and were contacted by *******************, the **************** Manager. She had no idea the damage was pre-existing but continued to maintain the position of repairing the existing bathtub and went as far to say that if they replaced the tub, it would void the warranty.Per her request, we emailed her the reply we got from *******************, the ********* ************************ ****** Manager. This was done on January 12th. To this point there has been no response.When we emailed ******************* on 1/12/24, we again requested a new 1st quality tub that we were sold be installed. We also advised we would only except a repair if ReBath was prepared to negotiate a substanial settlement for the not delivering and installing what had been purchased. Again, there has been no response in nearly a month prompting this complaint.See Emails.

  

  Business response

  02/15/2024

  Hello, ****************

  Thank you, for your letter, we are in receipt of your complaint.   As per our previous discussion, and per our warranty, we reserve the right to offer a suitable repair before replacing your tub, however, should the repair fail the tub (now or in the future) your tub will be replaced under Re-Bath's Lifetime warranty at no cost to you.  We are asking for an opportunity to repair the tub as a first step.  

  Re-Bath's commitment to quality and providing a good customer experience is our goal, and I will contact ***** at your local office and respond back to you.

  Kind regards,

  Re-Bath 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I chose Re-Bath to remodel my bathroom. I chose the acrylic panels from Re-Bath, i chose the flooring from ****** who refers customers to Re-Bath. I chose and purchased the plumbing fixtures, the vanity, the medicine cabinets, and toilet. The vanity and toilet were shipped to the Re-Bath in ************* while waiting for an installation/remodel date. The bathtub is to be reglazed not replaced and is my responsibility since Re-Bath doesn't get involved in reglazing. I signed the agreement/contract on October 27, 2023. Re-bath has stopped communicating with me regarding a start date for the remodel.

  

  Business response

  05/29/2024

  Hi ****,

  Thank you for reaching out and informing us of your situation. As of today, the franchise location you were working with has canceled your project and refunded your deposit. Please don't hesitate to reach out if you have any additional questions.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Re Bath to install a new shower. The walls are fine but had floor pan replaced twice because adhesive glue was not sticking. This last time the installer placed the metal drain cover off center. I noticed that the finish was peeling from floor pan. It had a rough texture but not is smooth. I dont know what the issues are with that. I am so upset that we spent so much money on a lousy product. Just wish it was done right the first time. I did contact and left a message for **** in the ****, ******** office. Just disappointed in Re Bath

  

  Business response

  05/29/2024

  Hi *****,
  
  Thank you for reaching out and informing us of this issue.Our records indicate that our franchise location in ****, ** completed your service request on March 22, 2024. Our team is happy to have resolved this for you, and please dont hesitate to reach out if you have any additional questions.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2023, we decided to replace a corner shower unit that was leaking. We contacted ReBath through our local *********** The salesman sold me a new shower unit with door, floor including subfloor and finished floor to repair the damage from the leak, and toilet. I went through all of the details line by line to ensure the order was correct, including the rush because of the active leak. Somewhere between what was written in that contract and what ReBath claimed we signed, the information about the leak, floor, and rush was lost. I contacted **** who was the highest manager I could speak to who promised she would do what she could to make it right. Now, the day before Thanksgiving 2023, I have an unusable bathroom and **** claiming I am a liar and have no choice but to accept whatever they decide to deliver whenever it manages to get here. This has been the absolute worst consumer experience of my life and a very expensive ****** to only work directly with a contractor and never with a sales rep or other middleman.

  

  Business response

  06/03/2024

  Hi *******,
  
  Our team was happy to expedite what we could of your project because of your leak. We informed you that we were able to rush install the shower,but not the shower door as they are custom-made to fit your space and take 2-3 weeks to deliver. This was also noted in the contract which you signed. We were happy install your shower door as soon as it came in, and we finished up your project on December 15, 2023. Now that your shower has been completely finished, your complaint should now be resolved. Please dont hesitate to reach out to us if there is anything else we can do for you.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my tub in March **************************** May 23, 2023. After a few use the tub would turn off on its own. I called the local company and notified them of what was going on and they told me that it shouldnt be doing that and just keep an eye on it and contact them if it happens again. I contacted them a second time letting them know that the water jets were not coming on. They sent a technician out on October 27, 2023. He diagnosed the problem and said that the tub needs a new motor. Its going on 4 weeks and I havent heard back from ReBath. The tub has only been used 10 times since receiving it in May of this year. I believe they sold me a defective unit. Had I known this was going to happen I would have never purchased this product.

  

  Business response

  06/03/2024

  Hi *******,

  We appreciate you letting us know about the issue with your tub, and we apologize for the inconvenience you experienced. Our team was happy to replace the pump in your tub on December 6, 2023, which resolved the issue. We hope you are enjoying your tub and are no longer experiencing any issues. Please let us know if there is anything else we can do for 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. ↩