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Complaint Details
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Initial Complaint
10/25/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
We meet with sales and signed the contract for work on 7/18/2021. The cost of the total project was $11,069. Our appointment No. is SA-******. When making our decision, we specifically told the sales person we needed the work complete by Thanksgiving. We were told a week later after we signed the contract that the wall material was backordered and install would be delayed. This was a a problem already because we had to order custom glass that they would not even measure for until the shower was installed. Then the glass would take 5 weeks to make. At this point we were stuck with no options to cancel.The project was to remodel a stand up shower. This included walls, hardware and shower pan. We were responsible for replacing the shower glass as they could not provide that service. The work was done on 10/6 and 10/7/2021. Complaints:*Shower pan sits about 6 inches above floor. This is unfinished looking and the Reborn solution is to face it with baseboard. Pictures we were shown only showed pan about 1 - 2 inches above floor.*Walls are a solid sheet of material. One wall has a jagged cut that meets the shower pan is is covered with silicon caulk.*Large amount of silicon caulk used to finish walls against shower base. Product is supposed to be guaranteed against mildew. I don't believe this will last.*Shower hardware was installed very high. Not at normal height.*Sales person and our project manager both quit so we have struggled to find anyone to work on a resolution with.
Business response
11/08/2021
We are awaiting clients response to our resolve. Client has been non-responsive to our request. We request the client to timely respond to our team so we can resolve their concern.Customer response
11/08/2021
We have been contacted by **** from Reborn. He has been researching options but we have responded immediately to each contact. Their current option is to rip out the entire product and try again. We are hesitant to do this as 1)they didn't do it right the first time so why would this be different, 2) this requires more time off for us to be here for the project and, 3) we just finished completing work on the bathroom to fix the walls and baseboards that they damaged during install.
The original project was not even fully completed as they had not placed the cap on the shower pan. One of their project managers "threatened" us to not come and complete the work unless we could tell him right then if we were going to accept his bosses "offer" to redo the project. We told them that they had to complete the original project regardless as we have already paid. They sent an installer out to place the cap. The installer also noted that the work could have been better and was supposed to ask about getting a finishing piece for the wall edge where there is a gap with the floor. However, he has yet to call us back because I'm sure his boss has not allowed it. I have not appreciated their tactics and do not find their business practices ethical. We are still very unhappy with the product and how they sold it to us but we also do not trust them to make it right at this point.
Initial Complaint
09/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In 2017, we had Reborn Cabinets reface the cabinets in our kitchen. Over the last few years, we had them reface the cabinets in 2 bathrooms too, and restyle our shower stall in the master bedroom. All of the work was excellent and high quality. Their technicians were neat and protected the work area while they worked. In June 2021, a pull out tray for sponges that they installed by the kitchen sink broke. I have called numerous times for it as a warranty issue and been given the run around on the phone. I sent them picktures. They made an appointment for July 31 and then one Sept. 20 and both times the person failed to show for the appointment time. The person on Sept. 20 was an hour late and I had left home for another appointment by then. Neither time was I contacted by phone or text or email to confirm the person was coming that day or if he would be late.I was told that this sponge tray is a warranty issue that can be replaced. I want the sponge tray replaced.Business response
09/22/2021
We will reach out to homeowner.Customer response
09/22/2021
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
09/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The salesman and I came to a price of $6799.99 per bathroom shower in my home. I paid the first $6799.99 up front. When the installer came to install the first shower he said That his boss told him to collect $7800.00 for the second shower or they could not start the install. When I asked the salesman why I was being charged an extra$1600 he said he forgot to mention it. They also damaged my bedroom walls.Business response
09/22/2021
We will reach out to homeowner.Customer response
09/29/2021
My complaint was 2 fold 1) They punched holes thru 2 walls opposite each bathroom that they refurbished. After my complaint to theBBB they fixed the problem. 2) The price the salesman quoted to me for 2 bathroom shower refurbished was $6799.00 each.I asked him 4 times, is this the price? $6799.00 each, no fees no extra, just $6799.00. He answered yes. {***** Going}. I paid the $first $6799.00 up front 1 month before Reborn even stated. On September 1. 2021 they came to start work, the installer told me that I would have to pay for the second bathroom before they started on the first one. I paid the second payment and they started work. I then called the salesman ***** Going and asked him why they were charging me an extra $1600. He said " there was so much going on at our meeting I forgot to mention there was a satisfaction fee that you are charged. I {***** Going} told them not to charge you until the job was done". I was not happy about extra fee and told ***** that i would not have agreed to go forward with the job if I had known about this extra fee. He had nothing to say. I call everyone with authority at Reborn with no answer.Thank you*****************************************Business response
11/02/2021
Thank you we will reach out to homeowner to address their complaint.Customer response
11/02/2021
Reborn continues to say that they will reach out to me but has made no effort.rBusiness response
11/04/2021
We will continue to work with this homeowner on their resolve. Thank you.Customer response
11/05/2021
Reborn has not reached out to me, not once since this stated in September 2021.
Thank you for all you have done
Business response
11/05/2021
The damage to the walls has been corrected. We have put in a request regarding further information into the details on the contract that was agreed. If there is something more we can do we will reach out. Please let us know if there is a concern with the workmanship that requires our attention.Customer response
11/05/2021
They did a poor repair on the walls, but I can accept that. I want to know why it is taking them so long to admit the original price
price quoted for me was $6799 per bathroom and why they added $1600 to the price.
Business response
11/06/2021
Information has been noted and we will continue to work with client.
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Customer Complaints Summary
103 total complaints in the last 3 years.
28 complaints closed in the last 12 months.