Complaints

The 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:03/28/2025

  Type:Service or Repair Issues
  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  We hired Bathfitter for our outdated shower. The shower surround was installed and looks great. We were told it would be 2 weeks to get the glass doors installed. Its been 3 1/2 weeks. Weve been calling to get an update but we cannot get an answer from anyone. We were supposed to get a callback from someone Wednesday 3/26. No call. We just want an update. We would really like to be able to use our shower.

  Business Response

  Date: 04/10/2025

  We are sorry to learn of this customer's frustration.  Custom doors do require 4 to 6 weeks for manufacture and delivery.  We spoke with the customer on 3/28 and scheduled installation for the door for 4/11/25.  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  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.

  Bath Fitters came out to give me a quote on redoing my bathroom on February 19, 2025. Gave them a deposit after hard sell from ********. ******** said we could cancel contract before 3 business days. Bath fitter charged my credit card on February 20, 2025, on February 21 2025 around 2pm.I contacted salesman ***** W and informed him that I was going with another contractor. Called company on February ******* looking for my deposit back was told that it would be ***** business days. On March ******* I was told that my refund had been approved and it would be another 3 business days. Today is March ******* and was told they feel bad for me and will contact accounting by e-mail and should hear something by Monday March 17. I told them that is just ridiculous and hung up.

  Business Response

  Date: 03/17/2025

  A refund was issued to the customer's credit card on March 12th.  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23067355
  
  I am rejecting this response because:
  How long do I have to wait. As of 3:23 pm on march 17 I havent received my money back 
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/24/2025

  We have verified with our bank that the customer's credit card was refunded.  

  Customer Answer

  Date: 03/26/2025

   
  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

  Date:02/26/2025

  Type:Service or Repair Issues
  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.

  1/13/2025 Installation Date. The installation was for a walk in shower and shower doors. The installation was completed and ****** was told not use the shower for several days. On Monday 2/17/2025 ****** tried to open the doors but could not. ****** is 98 years old and has difficulty with his hands and strength. The doors are hard to open as I tried, a 63 year old female. In addition they placed a very small ring on the door to open it, it is hard to grasp and is not securely placed, it came off as my husband tried to open the door, he had trouble too and is by no means weak. Several phone calls were made by myself and my husband but the calls were not returned. I started documenting the calls on 2/22. I received a call on Monday 2/24 from ******* *******. She told me this is not a warranty issue and to have the very small ring switched to a k*** would cost $200.00 and an additional $225.00 for installation. She said that with routine use of the doors they would get easier to open. And that there is not anything they can do about the doors. ****** can't open the doors to even use the shower. This being the way this product works was not in any disclosed by the sales representative. He gave no indication that the doors are hard to open or that a very small ring would be used to open them. He did not offer any guidance to ****** with regards to the product and or how it functions. I am outraged at the lack of service, and compassion for this man. It weighs heavy on my heart to think of how the elderly are taken advantage of especially when the don't have anyone to advocate for them.

  Business Response

  Date: 03/04/2025

  The door is designed to have that little pull handle it goes into the side jam and it can be in there with a little bit of suction  - but this is designed to keep water from getting around it.  Any modification to the weather stripping to reduce suction could result in damage to the door.  The door will get easier the more it is used.   

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22989384
  
  I am rejecting this response because: This does not solve the issue.  At 98 years old I cannot open the door. If using the door reduces the suction will cause wear that reduces the seal and cause leaking?

  Why can't the door be adjusted to open with less suction so it can be used. The issue of the small ring type door pull has not been addressed.  The sales representative that sold the door and walk in tub did not offer other options. 

  He did not disclose the difficulty in using the product. He did not offer any guidance as to how the products function.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/14/2025

  We have spoken with the customer's daughter and will be removing the weather stripping to reduce the suction.  

  Customer Answer

  Date: 03/14/2025

   
  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.

  Bathfitter came out and adjusted the suction on the doors. This all could have been avoided. It was an easy fix.

  They are not easy to work with. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  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 contracted with Bath fitters for a relatively small job. The sales were somewhat high pressured. They were scheduled to come to do the job two weeks later. The morning they were supposed to come, they cancelled the appointment and made it for another week out. Meanwhile, I was doing some other remodeling in the same room that hinged on their coming. I called the next day after figuring out an alternative so the work could proceed as planned, and I was told that my deposit of $180 couldn't be returned as they have the right to reschedule appointments. I said I wanted my deposit back since this was their fault and not my desire to cancel. Basically, there was no positive outcome for me, the consumer. I would never recommend them to anyone else.

  Business Response

  Date: 03/14/2025

  We are sorry to hear about this customer's dissatisfaction. Our contracts include a 3-day right of recission to obtain a refund of the deposit.  This is because of costs in both labor and custom materials that are incurred beyond that period.  Unfortunately, on the day of installation our installer had to call out with an emergency.  We attempted to reschedule the customer's installation to the next available day.  The customer refused to be rescheduled and demanded a full refund.  It was explained that the contract was beyond the cancellation time frame.    

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22946588
  
  March 14, 2025 Dear Better Business Bureau, Complaint ID: ******** I dispute the story that Bathfitter sent you regarding their willingness to reschedule my appointment with them to the next day after my appointment. I want to clarify that this was to be delayed for seven days later due to Bathfitter not having anyone else who could do my job for a week. This was going to delay my project that was already lined up based on Bathfitter fulfilling their work. I understand their normal rules, but I didn't cancel their services until they could not keep to my schedule. I certainly understand a person having an emergency but a week later is far too long to reschedule when someone has other construction work that hinged on Bathfitter getting the job done. I certainly would have had them come the next day or even two. But seven days was too much in this case; I couldn't be flexible due to the other workmen I had scheduled. I am not sure why they are saying one day when ******* (their scheduler) told me my work was to be delayed one week because she had no other people to do my job until a week later. Bathfitter should refund my $180. That is what a reputable organization would do. I also lodged a complaint on Yelp. Someone named *****, supposedly from Bathfitter, with no last name, said I should contact him to resolve this situation. I had no idea how to contact him and he never contacted me. There was no contact information for *****. Sincerely, ****** *****

  Business Response

  Date: 03/24/2025

  We attempted to reschedule the customer to the next available day.  We understand that the customer is not satisfied that we could not reschedule for the following day. However, our schedules are planned out week's in advance and to schedule the customer to the next day would have required us to reschedule a different customer.  Unfortunately, we are not able to foresee installer emergencies and do try to avoid those situations.  We are happy to reschedule the work for this customer. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22946588
  
  I am rejecting this response because:

  Once again, what the company is saying is not true. The Only appointment I was offered was a week later.  I had other work that was scheduled and I could not change that.  I needed to quickly find someone else to fix my shower so that the installation of the shower door could be done on time.  They are changing their story.  At first they said they were willing to come a day later; now they are saying they couldn't come a day later because of unforeseen circumstances.  As I said before, a day or two would have been fine with me but a week out was unacceptable due to the other necessary installation.  I wouldn't ask for my money back if it was a day or two.  But, a week out was too long.  

  They just need to give me my deposit back since they didn't keep their end of the deal and I was willing to keep my end of the project.  I didn't cancel the project; they did by not being able to finish schedule for 7 days!

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  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.

  Bath fitters came out October of ************************************** my shower, it was back graded from the drain, bath fitters original installed February 2023 which they back graded at the original install date, bath fitters broke the glass shower door while installing the doors when they came back in December 29 2023 to try to install the shower floor for a third time, bath fitters came back September 2024 to install shower doors they shattered but the doors are wrong, not long enough to close and roll back open to allow water out of the shower causing water damage. I would like the shower doors I purchased to be installed again, bath fitters shattered the glass, made a mess and causes injuries. Please fix what bath fitters broke. Thank you. I am OK with the floor that was not installed properly, still has pockets of water and still back graded. I would like my original doors installed or my money returned for damage to my home ( my broken glass shower doors). I will need to replace myself, it is urgent, I am disabled, the reason bath fitters installed their products, I needed to be able to shower by myself again. Please help. Thank you.

  Business Response

  Date: 03/05/2025

  We have reviewed the matter complained of by the customer and spoke directly with him.  All repairs were made and a replacement door provided.  

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22850139
  
  I am rejecting this response because:

  You did not contact me and the correct doors are not installed.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  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 purchases a bath fitter shower wall in July 2015 and it came with a limited Lifetime Warranty.The warranty doesn't exclude the caulking and Bath Fitter has replaced caulking that has become loose at least two times.I phoned them and now they say the caulking isn't included in the warranty. They said they wanted over $600 to apply caulk. It's only a small section. The paperwork doesn't exclude caulking and the salesman assured us that the caulking was included as long as we only used the approved cleaning agents.The top part of the corner shelf was inadequately caulked when installed and has now come loose. I would like Bath Fitter to honor the warranty that they sold to us.

  Business Response

  Date: 01/06/2025

  Silicone (caulk) is not included in our warranty and customers are required to maintain the silicone around their units.  However, we will provide a one-time courtesy reapplication and are contacting the customer directly to schedule this service. 

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  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 hired Bath Fitters out of Ft. ****** in April of 2023 to replace an old bathtub with a shower post-Hurricane ***. In Oct 2024, the first hurricane flooding occurred since this installation due to ****** and ******. Although we had protected the exterior of our house from flood waters coming in, as the water rose, the inside of our house started to flood. After cutting the sheetrock, we found the source under the plywood on which the Bath Fitter shower pan sits. We have attempted to consult with Bath Fitters on how this could occur, and their only response is, "Natural disasters are not covered." Their only offer is to send a salesperson to provide a quote to have the shower they put in replaced. We were told that their installers document the process and have pictures. Even though we have provided multiple requests for recent photos, they have yet to give us anything. We have not asked Bath Fitters to cover the cost we incurred due to the flooding inside our house from both Hurricane ****** and ******, and we have attempted to work with them to understand how this could be happening and determine how to resolve it. Since you cannot see under the shower pan, it is unclear if it has anything to do with the bath remodel, but unless the shower pan is removed, the source of how the water is coming in cannot be determined. If it is related to their installation, they should correct the issue. It is hard to imagine what could have caused this besides removing the old tub and putting in the replacement shower. If there is a reason outside of their removal and installation, it should be their responsibility to provide for it instead of just ducking this by saying we do not cover natural disasters.

  Business Response

  Date: 12/02/2024

  The customer's complaint has been reviewed internally. The problem complained of does not appear to be a result of defective installation but rather a pre-existing condition in his house and/or caused/exacerbated by an extreme weather event. Our contract excludes liability in these types of situations. We are happy to go out to the customer's home, evaluate the condition, and provide pricing on a new tub/shower unit. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22551792
  
  I am rejecting this response because:

  1. How did Bathfitters determine if this was, in their words, a "pre-existing condition" and not a direct result of something that was done during their installation process? I would not be surprised if their internal pocess has denied all claims as their first course of action. 

  
  2. Their only suggestion is to send a salesperson to my house to provide a quote for a new tub/shower unit to replace the one that they installed just a year and a half ago. How will this address the problem? 

  
  Since Bathfitters is not willing to suggest what might be the source of the water coming into our house under the shower they installed, I am beginning to suspect that they have notes and/or pictures from their installation that show the damage that might have happened during their installation, and they simply covered it up so it would not be seen. This would explain why they have yet to provide any of this information even though they said their installer had it and they would e-mail everything to me.

  
  The only way we would have found out we had an issue was when an extreme weather event occurred so they could state, "Our contract excludes liability in these types of situations." Their contract does not exclude them from liability for issues/damages their installation causes. If there had been a "pre-existing condition" that was the source of the water intrusion, I would think this would have been evident when they removed the old bathtub. If so, why did they not bring this to our attention? They had difficulty removing the old cast iron bathtub and had to take a sledgehammer and break it into pieces to remove it. During all this, could their installer have violated the foundation's integrity and where the plumbing pipes came through, resulting in a path for water to enter our house during the last two hurricanes? 

  
  Since they have refused to share any of their photos or other documentation and now I would suspect that if anything were shared, it would be hand-picked to justify their case better. I also requested their documented policy on the type and thickness of the plywood that is used under the shower pan as the FL building code requires "nonabsorbent surface material" that is resistant to moisture and is installed using non-moisture corrosive screws. From the pictures I provided, the plywood used did not appear to be resistant to moisture and soaked up the water. I was promised an answer to this question, which still needs to be provided. Again, this is hidden from view and was only identified when we removed the sheetrock wall behind the shower to identify the water's source during the flooding. So, I expect they will return and say the owner signed off on a fully completed project, so we have no liability.
  

  A satisfactory next step would be to have Bathfitters send someone out to determine if the source of the water intrusion was a result of their installation of the shower. From their response, I take that this can only be done by removing the shower pan and plywood they installed. If it is determined and agreed that it is because of a pre-existing condition that was not evident before their tub removal and installation of the new shower, then it would be fair that we agree on a price to correct this and cover the reasonable cost of the re-installation of the shower BEFORE they come to our house. If it results from something they caused or should have been brought to our attention before installing the new shower, they should cover all the costs to make it right. They should cover the cost we incurred due to the two demolitions, remediations, drying, cleaning, restoration, and reinstallation of all the affected wall materials that had to be done because of the two hurricanes and to prevent mold from infecting our house. This was a substantial cost we had to bear, and if it were a result of their negligence, it would be reasonable for them to reimburse us for these expenses. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  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.

  Started 1/1023 with an Estimate from ****** *************** to put new shower in and shower Door. They came 3/23/23 to put unit in the shower was put in ok But the shower door was not right They were given a Deposit check of ******* When they were done with Shower but door was not put in. They ask for a check of Balance of ******* which I paid 3/23/23 They came back 2 times in 23 but the door was wrong size or didnt have the hardware to put it on. I have ask for a refund repeatedly. I am a part time Florida Resident In spring they were going to come Never showed up Then called & said they would be here 10/31/24 to put door in. They called 10/29/24 and said they didnt know when they could put door in. I asked for a refund on the door Desinee said she would check But I never get a reply. I thought this Company was a reliable Company I would just like a refund on the Shower Door they couldnt supply ****** *******

  Business Response

  Date: 12/03/2024

  We are sorry for the customer's dissatisfaction. We are scheduled to install the door on Monday, this was confirmed with the customer.  Because the customer is a part-time resident and we offer limited scheduled in the Keys there were difficulties in rescheduling the door installation.  However, we have been working with the customer to resolve and expect this matter to be completed resolved next week.   

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  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.

  On October 10, 2023 we signed a contract with Bath Fitters in ***************, **. The sales person told us the job would take 4 days and would begin in 3 weeks. They then told us the bath tub was custom ordered and would not be in for 4 weeks. In Early December they came and installed the tub. The inspector came and the inspection failed as the tub was too close to the toilet, not enough sufficient support for the water pipes and a single iron s**** was touching the copper piping. The tub was ripped out and a new tub had to be ordered. The new tub **** had to be ordered was installed in mid January. A month later the wall was buckling and coming off the wall in multiple places. No one would return our calls. On March 7th an employee finally came to assess the project. Again could not get a hold of anyone for days. Finally, called the national number and got a call from ********************* on March 13th. There were 4 issues with the work that was done and he assured us he had approved all repairs and we would get a call tomorrow to have them scheduled. No one called the next day. I called on March 15th and was told they had to now order new walls and was given a date of 1st week of April. On March 21, Bath Fitter called to say they could not do the repairs next week as scheduled and that their next available date was June 14. We have been without use of our shower/bathtub for 5 months and use our house as a rental. We have lost income and have been greatly inconvenienced.

  Business Response

  Date: 04/24/2024

  Thank you for your message.  The repair requested was scheduled for 4/19.  

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  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.

  Bath fitter did a tub to shower conversion for me on 11/17/23 some how they cut a wire behind the shower wall because after the job was finished two outlets and also wall switches in the living room are not working. Management says this has nothing to do with the problem.

  Business Response

  Date: 01/02/2024

  We have spoken to the customer regarding her complaint and have reviewed the matter internally.  It would be highly unusual for an electrical wire for our installers to be in contact with an electrical wire as described by the customer during a shower installation. We have discussed this with the customer and the problem has not been verified by an electrician.  We have explained to ****************** that our installers are not electricians and cannot diagnose the electrical problem.  However, we have agreed to return to the customer's residence to see if there is anything that can be observed from the installation.