Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/15/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed a contract on 11/13/23 to have my bathroom shower/bath remodeled and was supposed to receive information regarding my installation but never received a call. On 11/14 I tried to contact the company and could not reach anyone. Their voicemail was full and I called their corporate office to try and cancel the contract but they said I had to deal with the local company. On 11/15 I tried calling again and no answer. Later in the day, I went by the local office. The lights were off and it looked like no one has been there for awhile. I called the corporate office and they too could not reach anyone. I sent a statement to their email stating that I wanted to cancel the contract and wanted a refund. The mailbox came back as the receivers email box was full. I have attached the original contract, my request to cancel and the email notification that came back stating the mailbox was full.Customer response
11/16/2023
The issue has been resolved. Bath Fitters is going to refund my deposit.
Thank you,*****************************
Initial Complaint
05/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had a bathtub insert and shower surround installed in our upstairs bathroom several years ago by Bath Fitter. Since then Bath Fitter has had to come to our house three different times for different leaks and cracks in their product. They replaced the insert in our tub three times and the surround once. This last time in January of 2022 it was the tub leaking and the surround. We turned the water back on once they were completed their work and the leak went through into our basement ceiling. We decided to get a professional plumber this time to find out why it kept leaking as we weren't getting answers from Bath Fitter over the years. Bath Fitter does not use plumbers to install their tub inserts or shower surrounds. They use installers. When the plumber found the leak behind the shower wall he had to carve out a hole in the adjoining bedroom to get to it and replace the fittings. The plumber informed us when he opened the wall that the installer at Bath Fitter had used tons of caulk to make the fittings fit and over the years it wore out and began leaking. Also, the tub insert was improperly installed and there was water was underneath it when they replaced it. Bath Fitter is now saying they can't reimburse us for anything as they didn't do the repair work. It was a total of $5400 to get the plumber to put on new fittings, have Deep Water dry out our ceiling and test for mold and have a ********* repair the drywall. Bath Fitters said because it was a third party they are not responsible for reimbursement. If we hadn't called the third party, we would still have a leak as Bath Fitter had already been out to our home three different times over the years. Bath Fitter never followed up on any of this. Not even to repair drywall from the leak in January. I had contacted them before any work was done this last time in December 2021 and they never came to repair anything or offer assistance.
Business response
05/11/2022
Bath Fitter takes great pride in having satisfied customers! We have reached out to the customer and have worked through a solution with them.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.