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:01/27/2025

  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 had a tub installed by Bath Fitters in 2016 with a lifetime warranty. Over the years *** had a few leakage issues to which *** had the company back to fix multiple times. However, the issue has never been fully resolved, hence why *** had them return to my home for repairs several times. My tub is now in its worse state possible. Im not sure where the entrance point is but so much water has leaked underneath my tub that I can feel the trapped water as I step into the tub. The floor of my tub has expanded to hold the water and is bubbled. Also, again I do not know where the exit point is because my tube has been caulked and sealed so many times by the company, now the bath tub is leaking out an immense amount of water due the pressure from the water trapped beneath the tub. I fear the tub may explode and cause overwhelming water damage to multiple rooms in my house, as the current leaks are already doing. I hope that you all can help me get the company back out to repair this issue once and for all. I may also contact a plumber to get a second price diagnostic that is outside of Bath Fitter to have a more honest answer.

  Business Response

  Date: 01/31/2025

  We have reviewed this complaint and the last time the customer contacted our office for service was in 2020.  We will reach out to Mr. ****** in response to his concern. 

• Initial Complaint

  Date:01/24/2025

  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.

  I'm a 100% disabled Veteran . I applied for a **** ***** with the VA. I was required to turn in 3 quotes from different Bathroom installers to have a walk in shower installed because of my disabilities . This is part of the process to get approval from the VA . No one would give a written quote . They all tried to get me to finance the project through their busness . Bath fitters . Cane to my home and gave us a quote . At the end She asked for a deposit of $2,740.00. I told her then on 11/26/24 . That I was not approved yet by the VA . And if I did not get approved could I get my deposit back ? She said yes , and I even have it in a text message . After many phone calls from bath fitters trying to get a start time to do the work . I had to keep telling them I was not approved and they would set back the start day . I called the VA. , They told me that it would be around August of 2025 before they would even get to my paperwork . I have this in writing from the ** . The VA felt that I'm being scammed by Bath fitters, because They put an amount in the estimate of how much the VA would pay for the work . The ** said that was not their call to make . I called Bath fitters . ******* told me I lost my Deposit 3 days after I signed the paperwork . Now they want a paper from the VA of denile . I made a despute with my Credit Card Disovery. I have been in contact with the VA . My social Worked has tried to call Bath fitters to resolve it . I want my deposit returned. I'm no where close to the VA getting to my file . 7 months away from it. No work has been done at the house by Bath Fitters. ***** ******

  Business Response

  Date: 01/31/2025

  Thank you for reaching out to us about this matter.  The original check we sent out was lost in the mail.  That check has been cancelled and second one was reissued and mailed on January 30th.  

  Business Response

  Date: 01/31/2025

  I mistakenly sent the wrong response originally.  This customer was issued a refund via credit card on January 13, 2025.  A copy of the refund receipt can be provided upon request.  

  Customer Answer

  Date: 02/03/2025

  My concern from the response is. 

  Bath fitters never called me and told me they were sending a check to me ( Instead of putting the amount back on the credit card ).

  Questin is : How did they know the first check was lost in the mail ?   I never knew it was comming to tell them I did not get it . 

  ***** ******

  Customer Answer

  Date: 02/03/2025

  Thank you for your help . 

  Yes , there is a credit to my account on my credit card . Thank you

• Initial Complaint

  Date:01/07/2025

  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.

  Contracted Bathfitter of Orlando to install shower 9/16/2023. Cost of shower $7220. Custom shower door $1945. The shower was installed with tolerable issues, but the door is totally unacceptable. After several months of waiting, another door was installed, but it was as bad as if not worse than the first. After numerous calls and texts, a representative inspected the shower and verified that replacement is need in early July 2024. I agreed to an alternative door in mid July 202. I have texts to support this. Bathfitter of Orlando had taken no further action since then, despite numerous calls and texts. On November 12, 2024 I attempted to speak to the person who did the inspection. No answer, I left a message. He returned my call on November 14, 2024, but had to be reminded of the circumstances. He promised follow up in two days. I have heard nothing from him since then. The shower is not usable due to water gushing through the hinge of the door onto bathroom floor. We are using the guest bathroom on the other dide of the house. I have suffered major inconvenience, frustration and stress. After two failed installations, lack of communication, no show for appointments, I am seeking refund of cost of door so that I can get a competent company to do a professional job of installing a watertight shower door. Initially, I indicated that the installation was great, but it was completed at night, daylight revealed the flaws. Additionally, adhesive has to be cured before getting wet so there was no way to test for leaks at the time of installation. I have postponed addressing the issue because doing results in extreme stress, wheezing, and palpitations. I have no confidence that Bathfitter of Orlando is capable of providing the door I paid for, and they failed to provide an alternative, so I an seeking a refund of the $1945 I paid for the door. I will then find a competent company to do an acceptable professional installation of a watertight shower door.

  Business Response

  Date: 01/31/2025

  We reviewed the information provided by the customer and sent a technician to the customer's residence to perform a physical inspection.  The "leaking" referenced by the customer was only produced when the shower head was positioned to directly face the door.  Under normal operation water did not leak from the door.  We relayed to the customer that installation was performed correctly.  

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22778537
  
  I am rejecting this response because: The person who did the inspection agreeed that the installation was unsatisfactory.  The door leaks with every use, literally EVERY use! 

  Additionally,  who determines what is "normal circumstances?" Washing my shower includes directing the shower head on the glass so it can be rinsed clean. I do not consider that to be abnormal!!  

  Bathfitter of Orlando is fully aware that this is an unsatisfactory job. They previously agreed to replace the door with a bypass, but stopped communicating thereafter.

  Subsequent to my filing the complaint, ****** called me and apologized for "having dropped the ball." How can he now state that there is nothing wrong with the door? Furthermore,  during his visit, I had pointed out other flaws that were not obvious when the installation was done in the night.

  I am insisting on a watertight door or a refund of the cost of the "custom" door. 
  
  Sincerely,
  
  ****** ******* Long

  Business Response

  Date: 03/04/2025

  We have reviewed the customer's complaint with our installation technician.  The installation technician that was at the customer's house for the service is highly experienced and he has confirmed that the door was installed properly and operates properly.  This is a bypass door.  It does not leak with ordinary usage.  If a water stream is faced directly at the gap of the door, water will splash out.  The door is not defective and was installed properly.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22778537
  
  I am rejecting this response because: The shower door is NOT A BYPASS door!! It is a custom door that swings open. Bathfitter of Orlando had conceded that the door is defective and we agreed that they would replace it with a bypass door. This was never done! 

  The inaccuracy of their response is indicative of their indifference to the problem. I have additional evidence of my communication with them regarding the problem and which confirms that they had agreed to replace the custom door with a bypass door. The shower door leaks where it is hinged. It leaks with NORMAL USE! It leaks EVERYTIME we take a shower.

  Again, Bathfitter of Orlando never installed the bypass door that we had agreed on after two failed attempts with the custom hinged door we paid for. We just want to be able to use our shower without mopping up water after every shower.

  
  
  Sincerely,
  
  ****** ******* Long

  Business Response

  Date: 03/30/2025

  In further reviewing this matter, our service department has advised that the customer has already been provided one door replacement.  We stated in error that she had been provided a bypass door.  Rather, she was requesting another replacement with a bypass door.  We apologize for that confusion. The customer's complaint was investigated by a senior service technician at the customer's home. He advised that he did not observe any defects in installation.  The leaking only occurred when the customer directed the showerhead directly at the seam of the door.  She was advised that a custom door could be installed but that it would be an additional cost and result in visible holes.  The customer was not satisfied with this response and demanded a full refund. As we have verified that the customer's complaint is not due to a installation error or product defect a refund is not justified.  

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 22778537
  
  I am rejecting this response because: Bathfitter is misrepresenting the facts. The representative, ******, who visited agreed that the installation was defective. I have texts messages with ******* confirming our willingness to accept a bypass door that is watertight, even though it is less expensive than the custom hinged door we paid for. I explicitly stated that a refund for the difference would be ideal, but I was more concerned with having a functional bathroom. She even described the door that would be installed.

  At no point was I told that the bypass door would cost more!! Information on any bathroom installation website will prove that bypass doors are relatively inexpensive when compared to a customized hinged door. At no point did I decline to pay more, that was never a part of any conversation. ****** did point out that installation of a bypass door would leave holes. We told him that we would live with the holes as long as we have a watertight shower door.

  This back and forth is exacerbating my frustration and anxiety. Please advise if I need to seek legal representation to have this matter resolved.
  
  Sincerely,
  
  ****** ******* Long

• Initial Complaint

  Date:11/26/2024

  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.

  ) Bathfitter has been at my house at least 5 different times. They began work last year 2023 and the job was not acceptable. I have pictures to show. The pressure in the bathroom is not appropriate and now am having issues with them even fixing the issue telling me they didnt cause the problem. The last repair technician took pictures and gave them to me of what was actually done to my plumbing behind the wall which could be causing the pressure issues and the fact the faucet of the tub is not installed straight. They scheduled for another person to come out on December 4 and told me this person would make the decision if Bathfitter would actually fix the problem they caused by their original welding job done at the initial installation that left my faucet crooked. I am not happy with the work performed and advised that at the beginning i didnt want to sign off because of this and I was threatened that they would put a lien on my house if I did not. Again, I have several pictures to back up my statements. I would like for them to fix it or give me my money back so I can get someone that can. I have before and after pictures as well as pictures of how they left my shower after last "repair"

  Business Response

  Date: 12/02/2024

  We have arranged for on of our most senior service technicians to evaluate the customer's complaint on December 4th.  Following his evaluation we will be able to determine whether the requested repair is due to a pre-existing condition of the pipes.  Once that determination is made we will be able to advise the customer whether the repair is covered under our company's warranty.

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising 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 had their tub installed and I have water under it and they wont fix it they are saying it is my fault. I had the service rescheduled 3 times before the gentleman came out and said I need to buy a new one. He took the drain out and stepped on the tub and said there is nothing he can do I have to buy a new one.

  Customer Answer

  Date: 10/29/2024

  Bath fitters 
  in Orlando

   

  7655 Currency Dr.

  Orlando Fl. 32809

   

  Business Response

  Date: 11/19/2024

  We are sorry that this customer was unhappy with the service provided. The customer's liner was installed in 2020.  On October 26, 2024, in response to a call that there was water in the liner we sent a service technician to his residence.  For a liner that was installed a number of years ago, if the silicone is not maintained, water may get under the liner.  Our silicone is not warranted and does require maintenance.  We advise all customers of this when a unit is purchased and installed.  We provided two complimentary services on 10/26 (1) release water in liner and re silicone and (2) replace the door guide (which the customer had broke and attempted to repair with glue).
  

  At the end of the service, there were some residual water left, which we let him know can be normal and that in a few weeks the water would dry up. The technician provided some tips on what to look for if it worsened and that he can give Bath Fitter a call if necessary.  The customer was advised that lack of silicone maintenance and the use of improper cleaning chemicals can result in the problem he experienced.  Again, these are matters that are discussed with customers at the time of installation and all customers are provided information on appropriate cleaning materials for our acrylic products.  Damage caused by the use of improper cleaning materials and/or failure to perform silicone maintenance is not covered under our warranty.  The customer requested a complete replacement. However, our assessment of the cause of the damage indicates that replacement is not covered under the warranty. 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22487585
  
  I am rejecting this response because:
  

  I wasn't TOLD anything like that. The technician said that I would have to pay for a NEW TUB to get the water out. Yes the technician fixed the door glide with a new one. 

  
  

  I'm willing to work with Bathfitters, if they come back out and take the system down to remove the water. 

  I'd be willing to pay for 1hour of service fee and for half the caulk cost. 

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

  Business Response

  Date: 12/02/2024

  The reason Mr. ********** was advised he would need to purchase a new tub is because the problem of which he complains is caused by the failure to maintain caulking and/or the use of improper cleaning devices - both which void the warranty.  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22487585
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

  Customer Answer

  Date: 12/12/2024

  I ONLY clean the tub with White Vinegar and water like the **** said at install. 
  The Technician that came out to repair it SAID NOTHING like except.... I HAVE TO BUY A NEW TUB TO GET THE WATER OUT. THAT was it. 
  When he was done in the bathroom he handed me some paperwork and said... Sign here to show I was here which I did. Then he said sign here to show you are satisfied with the repair, in which I DID NOT CHECK it off I wrote... NOT SURE YET. I asked him AGAIN about the water and he said... You will hear an AIR POCKET for a couple days, after he left I STEPPED in the tub and you could CLEARLY HEAR WATER.
  
  So Contacted you about filing a complaint.

   

  The **** NEVER gave me a COPY of ANYTHING or said ANYTHING besides what I am telling you.

  Customer Answer

  Date: 01/08/2025

  I did respond back. But I will do everything in my power to give them a bad name. 

  I had to get a new system installed at the cost of $20000.

  Bathfitters is nothing but a rip off 

• Initial Complaint

  Date:10/14/2024

  Type:Product 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 August 15 2024 I received a quote from Bath Fitter to install a new shower. I had to give them a check for $2590.00 for a down payment. He said I could cancel up to 3 days later. I canceled with ******* the next day the 16th. She said she would mail me a check . On September 23rd I received a check from them but it was not cashable. ******* said she would send me another check. This is October 14th. I have spent many many HOURS for the past 2 months on this problem. Today I received a text saying Bath Fitters would issue me a check tomorrow since today is Columbus Day and the banks are closed.

  Business Response

  Date: 11/05/2024

  The initial check that was sent to Ms. ********* has the wrong name as the name of the contract was unclear.  A new check was issued to Ms. ********* on 10/14/24.  

• Initial Complaint

  Date:08/07/2024

  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.

  Warrenty work

  Business Response

  Date: 08/07/2024

  Hello,

  This customer is located in *******************. It is not our customer. We do not serve this county. Here is the Bath Fitter franchise that serves this area:

  Bath Fitter of Orlando
  ****************
  Orlando, FL 32809

  ************

   

  Thank you

  *******************

   

   

  Customer Answer

  Date: 08/08/2024

  Over the last 5 years I've tried to get them to come do warrenty work on my shower that they installed and they give a lifetime warrenty.  All 3 times I got them to even give me a date they have failed to show up.  That's 3 days I've missed work waiting  for them. They don't call or show up and make you call in to find out they can't make it and want to reschedule.  It seems when you want to spend money, they will be there.  But when you want it fixed they never show. 

  Business Response

  Date: 08/23/2024

  The customer was originally scheduled for a repair on August 2nd.  However, we had to reschedule the work because of a staffing issue.  When we called the customer to advise him of the situation, he refused to have the repair rescheduled and refused alternate dates.  We honor our warranty and will perform any necessary repairs but we need the customer to allow for those to occur.  We will be reaching out again to see if the customer will agree to repair date. 

• Initial Complaint

  Date:07/25/2024

  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 had our door installed more than 5 weeks ago. It was installed in-correctly as the door is now slanted and scratching metal on metal. I have called the local office numerous times and was able to make an appointment weeks ago and they never showed up. No follow up or reschedule provided. Now they dont answer back my calls. Called warranty division and still no call back. I spent $10,000 on my shower just 3 months ago and am extremely unsatisfied with lack of accountability from bath fitter. I dont know where to turn. What good is a warranty if the company doesnt care about anything but getting the sale?

  Business Response

  Date: 08/23/2024

  The customer is scheduled for an adjustment to their door on September 22.  We believe this will resolve their complaint. 

• Initial Complaint

  Date:05/15/2024

  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.

  Called that the seal from the wall to the base unit was splitting. They said that they would send someone in about 2 weeks. Nobody came. Called and the person transfered me to service. Nobody answered the phone. I left my name and number and cause of call. Nobody called back. After a couple of days, I called back again. Transfered to service. No body answered. Left name and reason for my call. Nobody called back.

  Business Response

  Date: 06/28/2024

  The customer was contacted by our service team and the problem was resolved on June 25th. 

• Initial Complaint

  Date:04/11/2024

  Type:Product 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.

  2 installs neither one is completed. Ive called several people & no answers. Going on a month since the first install.

  Business Response

  Date: 04/30/2024

  Thank you for reaching out.  Our installation completion was scheduled on 4/12/24 to be completed on May 4, 2024.  

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21561124
  
  I am rejecting this response because:
  Yes, someone did come out on May 6th with almost all the supplies. I still dont have my hand held shower head for one of the bathrooms & the installer who did the original installation pointed out that two of the fixtures are bronze not matte black. Which, yes we didnt notice since they are similar & are at the bottom of the tub; I sent a picture to ******* whom *** been dealing with and she said she would look into it. I still havent heard back about the rest of my fixtures. It is now Thursday morning. I would like all of this to be taken care of this month, considering how long this is going on. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/23/2024

  Thank for you following up.  **************** is scheduled to complete her service today (5/23).  ******* from our office has been in touch with her and she was notified of today's service on 5/14/24.