Complaints
This profile includes complaints for Pacific Coast Re-Bath's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/04/2024
Type: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 put in the wrong countertop a cheaper one, hoping we would not notice and glued to our cabinets. Then, when we noticed they put in the wrong countertop, they ripped it off damaging our cabinet. The sink hole was also mis shaped and uneven. No bullnose. 2. The specifications of the countertop were not matched to what we bought. 3. They told us they would do the job in seven days starting on a Monday and ending on Friday is now been almost a month and they’re not done. 4. They banged a whole hole through my daughter‘s bedroom, damaging four points of my daughter‘s room next to the bathroom that they were supposed to remodel. 5. Our carpet has been damaged to the point where we might have to replace it. 6. They told us they were going finish the job in November and if they didn’t do the job in November, they were going to credit us money that never happened now it’s December and they’re still not completed the job. 6. Nobody from the company will return my call. I tried calling corporate office. I’ve tried calling their office. No one an upper management will return my call or all of my emails. 7. I’ve written to the other Better Business Bureau, where the corporate Main Office is, and I have not heard anything back from them either.
Business Response
Date: 12/18/2024
This job has been completed and satisfied.
please close complaintInitial Complaint
Date:10/09/2024
Type: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.
Signed contract through Home Depot to have renovations done on mother- in- law's bathroom on 3/14/24. I told Alex Flores that I would be available late June through July as I am a school teacher. I was told our project could start on July 15th. I called starting in July every 2 weeks to see if my order was ready, and I was told either "the supplies are not in" or "we don't know." Only once between 3/14 and 10/4 did I receive a phone call from PCR. I tried calling every two weeks, and in September I was told that the customer care representative Kayla was on emergency leave, and no one knew what the status of my project was. By this point I had returned to school, and being available for 3- 5 days for construction would be difficult. I was polite during each phone call from July through 10/3/24, but could not get an update or reason as to why my project was delayed. On 10/3/24, I called for another status update from Anna, who said she would look into my situation, then call back. I did not receive a call, so on 10/4/24, I called PCR to inform them I would begin a lawsuit to gain a perform or quit for services and I wished to speak to management. I received a voicemail 2 hours later. When I called, I was told that a crew would be available on 10/14, with no justification as to why there was a delay, no apology, and no management. My wife & I can't make ourselves available on that short notice, which is what I told Anna, and I reiterated my desire to speak to management regarding my situation. I was told that a manager named Jennifer would reach out to me. This did not happen. I have contacted the office of PCR each business day since, and have been unable to reach a member of management to discuss my situation: 1) I have received 2 calls from PCR since signing my contract (poor customer care) 2) The work has not been performed (3 months late) 3) I have paid $11 in deposits with no work performed 4) No explanation or apology for this lapse in ethics.Business Response
Date: 10/16/2024
This customer is scheduled for beginning of November. Please close complaint.Customer Answer
Date: 10/16/2024
Hi, I am unsure as to how to respond to the business' response. Until the bathroom is completed, I am not satisfied, so I wouldn't say that it's done, but it is the first step in completing the task.Customer Answer
Date: 10/19/2024
Complaint: 22399558
I am rejecting this response because: Pacific Coast Rebath has neither completed proper renovation of my bathroom nor have they refunded my deposit. Even if we have a date for November, how am I to believe them? We had a date in July, and they did not follow through. They have not completed their end of the contract (which I attached a portion of when I sent my original complaint), ergo my complaint still stands.
Regards,
J**** ******
Initial Complaint
Date:09/04/2024
Type: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.
I signed a contract for a bath remodel yo happen in August. No communication from the vendor. I had to cal numerous times. They had excuses of material delay. Never provided dates for material delivery or install. Today they called and wanted to install the shower. If not they will not do so till October. They have already charged my credit card over half of the entire cost. They are a terrible company yo do business with. They want $2000 to cancel the project I want a refund immediatelyBusiness Response
Date: 10/09/2024
This has been installed and paid in full. Customer is satisfied and completed.Initial Complaint
Date:05/20/2024
Type: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.
I hired Pacific Rebath Oxnard to do a bathroom remodel. They did the job February 2024. There has been a dripping bathtub faucet and I called them to report it in April . They have repeatedly told me that it is likely a faulty part and they will have to send an installer to replace the part. Nevertheless, they have not sent anyone and when I call the customer service rep (Kaley), she says we don't have any appointments available. In the meantime I am losing gallons of water daily and my water bill has doubled! Help!Business Response
Date: 05/27/2024
This is being assessed and repaired tomorrow.Customer Answer
Date: 05/28/2024
Complaint: 21732342
I am rejecting this response because: The workers did not show up for the appointment. It was scheduled between 3:00pm - 5:00pm. I called Rebath at 4:45 and told them no one had arrived. Then the worker named Victor called and said it would be another 2 hour wait and I said okay; again no one came and I called Victor at 8:00pm. He said they could come in another two hours at 10:00pm! I said please reschedule and we agreed that I would leave a key under the mat at my house and he will come tomorrow morning (5/29). My son and I will both be at work but available by phone.
I will wait and see if anyone shows up tomorrow.This is a poorly run business with terrible communication and customer service. Nevertheless I would like the dripping bathtub faucet fixed!
Regards,
J*** **********
Initial Complaint
Date:04/01/2024
Type: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.
We signed a contract with re-bath of Oxnard in Oct 2023 for a complete bathroom remodel. We needed to do the remodel for several seniors that live in the home & NEED an ADA type shower. We were told that it would take 5 or 6 months for the install, we got 2 separate install dates to help accommodate the need for the shower to be installed quicker. The shower install date was Jan 15-16 2024. When I had not heard from anyone by Jan 13th I contacted the salesmen, he said someone should have contacted me already, they had not. When I called re-bath is when I found out they had not paid any attention to the 2 separate install dates. They told me I had to wait because they didn't have anything for my install. My shower was not installed until Feb 12-13 2024. After the 1st use, my bathroom flooded. I called the company and they did not seem to care. Took a few calls and several days for them to send an installer back out. He "fixed" the problem, just to have the water barrier pop back up and flood my bathroom again! I went round and round with re-bath, no calls back and straight up avoiding me. Not 1 manager would take my call. I resorted to emailing the CEO who passed me off to someone else who showed they didn't care either. Another installer showed up to tell me that the job was done incorrectly, the shower pan was NOT level, and the water barrier would keep popping up no matter what we did. The whole shower has to be redone. We've had to use duct tape in order to keep my bathroom from flooding for a 4th time! Meanwhile, my 2nd contract date was for 3/3-3/4, and, as of today (3/30) that hasn't even started. I don't have any information as to when they plan to do any of this work, they won't call me or answer any questions when I do get a hold of someone. We paid over $12k for the shower & a deposit of over $3k for the rest of the bathroom. At this point, I want a full refund so I can hire someone else to actually complete this job! I've been ripped off by rebath!Business Response
Date: 04/15/2024
We are currently remedying this issue and the customer has signed a change order and we are completing work soon. Please close this complaintInitial Complaint
Date:01/10/2024
Type: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.
Re-Bath was contracted by me to do a partial bathroom remodel. The first transaction was 7/12/23. I've paid $11,578.50 so far and still owe another payment. A number of things went wrong throughout the remodel. Twice I’ve called the phone number listed in a reply from the Re-Bath owner regarding a review I posted. I left detailed messages both times as no one answered the phone either time. I left the first message on 12/30/23 and have yet to hear back from them. Some of the issues have since been fixed but others have not (i.e. they set up auto-pay debits for the balance of my project without notifying me (and the job hadn’t even been finished/fixed yet). I had told both Pedro (the installer) and Jennifer (the accountant) that I’d be using a different form of payment for the second half of my balance. The account they weren't supposed to use became overdrawn by over $800! I contacted M****** at Re-Bath regarding this several times asking her to credit the amount they debited and reminded her about my plan to use a different payment (a credit card) for my balance. My request has been completely ignored and nothing was done about it. The account remains overdrawn and I don't have the funds to cover the $800+). I was told that $350 would be deducted from my balance due to some of the problems that occurred during my bathroom remodel. The $350 deduction has not been applied to this day. They've also refused to give me a breakdown of the cost of my bathroom project. We can’t even use the new shower because there’s a drainage problem so it backs up and overflows. The first (and last) time I used the new shower the water didn't drain and I slipped and fell on my back. This is a partial list of what's gone wrong. I'm trying to get this worked out but getting nowhere. M****** has now informed me they will be putting a lien on my house. I don’t know what to do anymore and that's why I've contacted the BBB. I have photos/a paper trail to back up everything that's occurred.Business Response
Date: 02/21/2024
This customer is completed and still owes us money, we completed everything as contracted and she still has a slow drain and signed a waiver with our installer knowing that they drain would continue to be slow because this issue is beyond the scope of our work and is in the main which is work we do not perform. She is refusing to pay a balance on something she signed a waiver for, we have been out there several times and even a plumber went out there and stated it is outside the scope of our work. This is complete and she has a mechanics lien on her home for the balance.Customer Answer
Date: 02/25/2024
Complaint: 21118147
I am rejecting this response because:
I'm still waiting for an itemized breakdown for this project. I'd been told by M****** at Re-Bath (after asking many times) that the original invoice is based on "package pricing" but I was never given an invoice showing what exactly I was paying for. M****** has stated that there is no way to give me an itemization of what I'm paying for, which doesn't seem right to me (or legal). Additionally, I had called (it wasn't Re-Bath) and paid for the plumber to come out to work on the shower clog. There was no mention by my plumber of not being able to fix the problem and he stated that Re-Bath should've dealt with the clog issue prior to putting the new base in. I felt pressured to sign the Release as the Re-Bath employee was in a rush to get the job done. I'm happy to pay what is owed but I need to know what Re-Bath charged me for as I have no idea what I'm paying for.
Regards,
J******* ******
Initial Complaint
Date:09/26/2023
Type: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.
Our bathroom remodel began and was "completed" the week of July 24th 2023. In the contract we received at the end requesting payments, it states the missing items would be installed approximately 2 weeks after the completion of the install. It's now 2 MONTHS later, no glass has been installed. They had an appointment for this morning and no one showed.Business Response
Date: 11/01/2023
This has been completed, sorry for the delay. This complaint should be closed as resolved.
M****** ******
Initial Complaint
Date:09/06/2022
Type: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.
The salesperson misrepresented what I was going to get. They did not communicate at all except when they were going to show up. They gave a 4-month window and were 2 months late. I called after the 4-month and they said they had no idea when it was going to be in. When they finally showed up the description of what was going to be installed was not what was represented by the salesperson. I ended up canceling the order and they are charging me a 20% cancellation fee. The contract does not specify that they can be 2 months late and does not specify an the excessive cancelation fee.Business Response
Date: 09/14/2022
This customer cancelled the job the day we showed up with all the materials we custom ordered for him per his contract. In his contract it explicitly says we are re-using his valve and that we were installing Durabath SSP as his chosen product, the only product besides natural stone that we offer. Customer turned our installer away from his hom and wanted to canel, we showed him that he is way beyond his 3 day right of recission and will be charging 20% per his signed contract. No further monies will be issued.Customer Answer
Date: 09/14/2022
I am rejecting this response because:At the most it I should be charged $1000 as that is the deposit amount which the contract says that is shall not exceed. No work was performed. No product was delivered.
The installer was turned away, because the what the installer was going to deliver was not what was agreed upon with the sales person.
Regards,
T***** *****
Business Response
Date: 09/16/2022
The termination amount is as determined by the contract amount and on the signed contract, the terms state that a 20% termination fee will be charged after the 3 day right of rescission. All the custom ordered products for this project are sitting in our warehouse and paid for by us, everything in the contract was ready to be installed by our installer the day they were turned away. It clearly states in the contract that any and all verbal communications or promises are null and void upon the signing of the contract, meaning that contract is the only reference and obligation the customer and company have to each other. No further monies are due and we will keep 20% to help cover our loss on this project.Customer Answer
Date: 09/19/2022
I am rejecting this response because:I paid you 5035.95 as a up front cost.
You have not return any amount. Your amount of 20 percent would be from the down payment correct? Your contract does not specify for what.
Regards,
T***** *****
Initial Complaint
Date:07/27/2022
Type: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 2017 we remodeled our bathroom using Re-Bath of Oxnard. After waiting eight weeks for all supplies to come in, installation was done and completed in a timely matter. Last year, 2021, we started having a leak from the shower head and the turn on valve. Called Re-Bath. This is where the problems started. Several calls were made. Most times were told they would check on it but never returned our calls. A few times we were told that someone would be out on a certain time and day but no one showed. We called in another plumber and was told that he knew what parts were needed and would go to Re-Bath for those parts. We received a call from Re-Bath to let us know no one else call work on their products other than them. We were told that someone would contact us. After several more calls to Re-Bath, we were told someone would be out. Three and one-half weeks ago a fellow by the name of Sal came out. He checked and said that the parts he needed were not in stock. Would have to order them. Said that they should be in in three weeks. A few days ago, I called Re-Bath and was told that the parts manager said he needed to check where the parts are. Just keep getting the ‘run around’. Tired of excuses and the feeling that they don’t care about their customers. I need helpBusiness Response
Date: 08/18/2022
This is a 10 year old job and this is a manufacturer warranty that we are helping with as a free courtesy. It is not up to us to warranty it is up to our corporate office as indicated on her warranty given at the time. Please close this company as it has been resolved and doesn’t truly belong to us the franchise.Customer Answer
Date: 08/19/2022
I am rejecting this response because:I do not consider this complaint closed. We still have leaks in our shower and would like them taken care of. Like I said in my complaint, I tried to bring in a outside plumber but was told by Rebath that I could only use their employees. I understand that maybe the warranty is no longer in affect. If I need to pay for their service then I will pay. Last week I received a call from Rebath saying that someone would be out on Wednesday the 16th between 8am and 9. At about 9:30 I received a call saying that they would be out later Then about 2 I received a call saying that they didn’t have the part and put a rush on an order. Part should be here sometime today, Friday. Then they would call us and setup an appointment. I feel we all getting the runaround. Trying to make us go away. But the leaks are still there.
Regards,
Y****** *******
Initial Complaint
Date:07/21/2022
Type: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.
The hinged shower door that Pacific Coast Rebath (PCR) installed as part of a new shower installation in June of 2021, developed a significant leak at the lower corner of the door where it closes. The issue was brought to PCR's attention in early May. On May 17, PCR informed me that the parts were at their facility, and they would get me a date for the installation. May 25, PCR installed a new seal. The shower door leaked just as bad as beore. May 30, I informed PCR of the failed repair. June 3rd, my daughter and I went to the facility in Oxnard to personally speak with the manager, Jennifer, as we had been having difficulty getting status on their plan for further repairs. Jennifer arraigned to have a shower door representative look at the door. This rep., (****) looked at it on 10 June, but gave no possible solutions. June 13, PCR installed another new seal, which leaked just as before. June 16, I sent photos of the leak area. June 24 PCR installed another new seal, which also leaked just as bad. July 18, frustrated, I went to the facility, but was not permitted to speak directly with Jennifer, and the desk person, Julianna, said she would have Jennifer call me. July 20, I called PCR again, but could not speak to the manager, Jennifer. The customer service at this facility has been horrible and I still have a serious puddle of water on the floor every time the shower is used. Please HELP.Business Response
Date: 09/14/2022
This issue has been taken care of, please close the complaint.Customer Answer
Date: 09/16/2022
I have reviewed the response made by the business in reference to complaint ID 17596237, and find that this resolution is satisfactory to me.
Regards,
J***** ********
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