ComplaintsforBath Fitter San Leandro

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bath Fitter contracted to install a tub/shower unit over my existing bathtub. The installation was supposed to take 1 day, but the installer arrived late + there was an issue involving the plumbing which is summarized in the email (quoted below) which I sent to Bath Fitter on 5/19/23.Also, the installation took over 4 installation days to complete due to their incompetence.Bath Fitter kept sending invoices that failed to have the promised 25% price adjustment + ignored my multiple emails about this. Also, they ignored the $900 plumbing bill, as per the quoted email + they completely ignored the issue of the floor they damaged during the installation."Hello ***** and ****,*****, thank you for your email and for arranging the 25% discount. ****, you told me you were going to look into the plumbing issue, but you never got back to me.To reiterate: One of the first things I mentioned to your representative who came to look at my bathroom and create the contract was that the house had the old galvanized pipes replaced with copper pipes except for the pipes behind the wet wall behind the shower.She told me that part of the installation includes replacing the several feet of galvanized pipes behind the wet wall with copper pipes. In fact, she said Bath Fitter does not connect galvanized pipes to the hardware Bath Fitter installs and Bath Fitter will be replacing them with copper pipes as part of the standard installation.****, you told me that you had a plumber you work with who is available on short notice to deal with last-minute installation issues. This plumber spent about 90 minutes doing the installation and another 30 minutes to get supplies (the copper pipes, I believe).I was charged $900 for this work and after he completed the work I found out that he is not a plumber and is just a handyman.In any case, I expect to be reimbursed for this $900 expense which is a direct result of what I was told by the Bath Fitter representative.Thank you."

  Business response

  08/14/2023

  Our branch manager sent an email to **************** on 8/2 to update the invoice, and is working towards a resolution with *****************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed on 4/20/2023 Deposit paid $623.00 Installation scheduled for 6/21/23 Wrong product. Installers unable to complete the job Replacement was supposed to be in stalled with 2 weeks after June 21 As of July 19, no update provided despite multiple phone calls Decided to dispute the credit card charge for the deposit and informed company of our decision to cancel via email

  Business response

  08/11/2023

  Our team contacted **************** on July 20th. His Bath Fitter has been installed and our team has worked to ensure the Bellots are satisfied with the final result.

  Customer response

  08/11/2023

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

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an ongoing dispute with this company for a job request dated back in 2021. The work was never completed as promised in 2022 with several problems that were never resolved - including damages to my home. After communication with different people at their ****** office due to frequent changing of staff, I was left with no other solution but to hire my own outside contractor to fix the issues. I have maintained written correspondences along with videos and photos as proof. The company still continues to send me invoices when I should be the one suing them for all the trouble they have caused.

  Business response

  07/28/2023

  Following the replacement of our previous branch manager, our new manager, ****, reached out to *************** on 10/25/22 to address any issues she was facing. As ************** did not want to let Bath Fitter into her home, we had asked her for pictures demonstrating what was wrong with our installation. This correspondence continued for a few more days with Bath Fitter trying to work around this limitation and assess the issues via email. Finally, on 11/3/22 we sent a final email trying to confirm the issues but received no response. At this time, ************** owed payment for her Bath Fitter installation totaling $7,161, with a credit applied for glass doors that were never installed by the previous branch administration. Our team tried calling and emailing but never received a response.
  
  In February 2023, Bath Fitter finally received an email response from ************** upset over being sent an overdue invoice notice for her unpaid Bath Fitter project. *************** included in this email a video of water leaking from her upstairs, she claimed was due to the Bath Fitter installation. The Bath Fitter installation was performed in 4/15/22. If ***************** bathroom were leaking due to a Bath Fitter installation, it would have occurred much sooner to the installation date, not a year later, and furthermore, Bath Fitter offered,numerous times, to come inspect the unit for all issues, which could have prevented this from occurring if it was indeed due to the Bath Fitter installation. Our team promptly responded to this email and tried calling ***************,understanding the severity of the issue she was facing, but once again received no response.
  
  The next communication we would receive would be in 7/22 when this complaint was filled with the BBB in which ***************** desired resolution would be to stop receiving contact from Bath Fitter. We have no excuse for the previous local administrations handling of this situation, but within the last year our team has done everything in our power to communicate with *************** and resolve any lingering issues. Our team has not yet received payment for the installation as ************** believes the job was done poorly and she should not have to pay. At every opportunity we have offered to come out to correct the issue, but *************** has refused. Bath Fitter has acted in good faith throughout this *******************,and we feel that *************** simply does not want to pay for her project. At no point were we allowed to come visit the home to determine if service or a refund would be the appropriate course of actions, but *************** expected us to take her at her word and forget about it.
  
  We feel this is not a matter for the BBB as *************** does not want any customer resolution but wants Bath ********************** to stop seeking our agreed upon payment. This complaint should be closed and removed from our BBB.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In November of 2021, I signed a contract with the Bath Fitter company to redo the shower in my second bathroom. I was told that it would take about 6 weeks for getting the materials created after selecting what I wanted and about a day to install. Fast forward a few months. I had received no contact from the company. I started emailing and calling asking what was going on. ** April of 2023, the permit process started after I continually called and emailed. In July of 2022, the first attempt to install happened, to which I was told the measurement was wrong. This happen about 3 times total until I became irritated and stated that we had a contract and I expected this done as the shower was unusable. ** October/November 2022, they finally came to install it and they were at my house until nearly 10 pm. They did not caulk the side of the tub, or put any sealant/tub tape, the shower head base was literally not attached to the wall. I called and complained but got no response. I just wished I had not paid them, as they never got back to me. I let this go as I was just tired of dealing with them. Today 4/24, my son decided to take a bath for the first time in that shower/tub combo. Well, it leaked, not a little, but excessively flooded the bathroom floor. I sent an email of the complaint immediately with the expectation that they come to fix the mess they have created. I do not trust they will. If I do not get this fixed I will be suing the company, but I honestly would rather them fix this and never deal with the company again. I do have a video of the flooding but unfortunately, you can hear me cursing in the background. I can send it if needed.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had our bathroom refitted by BathFitters and then within three months noticed a bulge building at the back of the tub. The bulge grew and spread in the back of the tub. Then there was bulges at various spots felt on the tub floor. The bulge actually caused one to stand at an angle. This was concerning as my father is a veteran with *********** disease and I, as his caregiver, was concerned about the risk of fall for him in the tub. When I called the company they came out and acknowledged that water had gotten in between the original tub and the overlay. The plumber that responded release/drained the water. He stated he could not determine the source of the leak and thus would let me know next steps. I did speak with a representative that stated because they could not determine the source of the leak they would replace the overlay but would take time to make. I called to check the status and was given the date of December 22, 2021. At 7:00 a.m. that day a representative called to say the scheduled employee/worker injured his hand and they would have to reschedule. I called and spoke with a representative and was given the date of January 18th, 2022 that someone would come out to do the job. On January 18th no one showed up. I called and asked the status and *****, representative, told me he was confused as to why the worker did not show up but would get back to me. I did not receive a call back and called back again around 10:00 a.m. for information, I was told he was still working on it. I tried again within the hour and no one picked up the phone. January 26th I called corporate, **************, to get some help that I felt we had been ghosted by Bathfitters. The representative Serina stated that she would get someone to call me back. I then expressed my frustration and asked to file a complaint. She referred me to the website.

  Business response

  01/28/2022

  We apologize for these delays. Our branch manager ***** spoke with ***************** yesterday and will be returning next week to correct the installation.

  Customer response

  01/29/2022

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

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Bath Fitter to install enclosures in 2 of my bathrooms prior to placing my home on the market. *****, the salesperson, was at my house 2 hours measuring and taking pictures. Apparently, none of this information was relayed to the installer as he was face timing the company for the instructions and You Tubing instructions on how to install. ***** assured me that there would be no gap between the enclosure and the floor. There turned out to be a gap the size of the Grand Canyon. We were replacing the floor anyway but it was measured before the enclosure installation so we were out of pocket $330 for extra materials. A different installer installed the master bathroom enclosure. He broke 2 floor tiles and left without telling anyone. When later contacted, he claimed they were installed improperly. I had to go ahead and replace them ($160 out of pocket) so my house could go on the market as planned. I notified ***** in customer service and sent pictures as requested and basically received no response other than an argument. I escalated it to corporate, left a message and never received a call back.

  Business response

  11/02/2021

  According to Mrs. ********** zip code, she worked with Bath Fitter of ****** **. This is the BBB page for ****** **. We will forward her request to that local team to see if they can accommodate her reimbursement request. Dear BBB Representative, please relocate this complaint to the appropriate BBB page. Thank you.

  Customer response

  11/03/2021

   
  Complaint: 13537875
  
  I am rejecting this response because:when the work was done, I resided at ******************************************. If Bath Fitters had so much as checked their records, they would have known this.
  
  Sincerely,
  
  *****************************

  Business response

  11/10/2021

  My apologies for the misunderstanding regarding Mrs. ********* location. After looking into this matter further, we installed Mrs. ********* bathtub and shower in April 2019. Regarding the gap in flooring left in the bathtub installation, our consultant did inform the customer that there would be a space between the original flooring and bathtub since the bathtub would have to be a minimum distance of 15 from the toilet to comply with state code of bathroom remodeling. ********************* informed us at the time this would not be an issue since she already intended to replace the flooring.
  
  Regarding the shower installation, our installer found two tiles that were not adhered to the floor and moved them to prevent any damages. Mrs. ********* mother then called the following day and we explained this and apologized for not communicating this at the time.
  
  We feel that our team acted in fully transparency at the time of installation in 2019 and as a result we will not be offering a reimbursement to *********************. We can appreciate her frustration and apologize that her experience with Bath Fitter was not a positive one.
  

  Customer response

  11/12/2021

   
  Complaint: 13537875
  
  I am rejecting this response because: Bathfitters did not communicate directly with me regarding the damage to the tile flooring in the master bathroom. My mother was not an owner of the home and did not have the authority to apologize for the damages that Bathfitters caused. That is absolutely ludicrous and typical of every excuse possible/stall tactic that Bathfitters has used to avoid addressing the damage that they caused in 2019. If their moral compass does not allow them to pay for damages they have caused, I request that this review remain in a public mode so other potential customers can be forewarned of their business practices.
  
  Sincerely,
  
  *****************************

*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. ↩