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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid over $9,300 for a shower / tub remodel done in January 2024 due to black mold. I specifically asked to have it sprayed and the installers did not bring it. I paid extra for a soaker tub, and they brought the wrong one. ****, the project manager, offered to use what was brought and just put the panel on the front. That's not what I paid for. I had change my mind on the panel to a tile look. I was never informed it looked fake. They did work with me to replace the style. Unfortunately, with the initial installation, the panel was installed off-centered and crooked. My ceiling had a chunk of sheet rock knocked out, black marks on my ceiling and my vanity, and my toilet seat was scratched up. There were small pieces of white plastic, cigarette buds and a huge nail in my yard and driveway. I expressed my concern to **** that the panel was crooked and the tub not leveled. Another installer came and redid the panels. It looked wonderful. I was told someone would be out to fix my ceiling. He showed up an hour and a half late with a paint brush, tube of caulk and bad attitude and left without doing anything. Then caulk started peeling, I noticed a crack in my sink and worst of all my tub was NOT leveled! I have constant standing water in my tub and run off in my floor when I shower. **** came out to assess the damage and showed up an hour late. He said my tub was only a fingernail off, but its still off! The sink, ceiling and caulk have been fixed in which the guys showed up an hour and a half late. Now I have more caulk peeling, the tub stopper has lost its shine, the whirlpool sticker is peeling, and noticed a stud or nail protruding from the top of my ceiling on the other side of the bathroom, and I have small dent in my tub. The dent is not in, it's out. I emailed them and asked for the sales person to come to my home so we can discuss what happened, what's wrong now, and how can we move forward. It's been two business days, and I've not nothing from them.
Business response
05/22/2024
*******************,
I received your complaint this morning and it seems nobody has gotten back to you about your service need in the last couple days. This is unacceptable. I've reached out to the production team to have them resolve whatever needs you currently have and I apologize for the delay. Any repairs should be under warranty and come at not cost to you.
Customer response
05/22/2024
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
12/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a shower installation begin on 11/9 on a fist floor bathroom.After the men left I turned the water on the toilet) & flushed the toilet and left the ** half hour later *** went in and found the flood. This happened Friday after the job was completed. So of course they damaged the toilet and weve had to replace.1) The entire house is covered in a layer of dirt/dust caused by leaving the garage door open while doing the job.2) There was a white tarp put down in the entry way on the hardwood, must of had something on the backside that has made the hardwood extremely slippery. We didnt realize just how slippery until my son fell. Ive mopped the floor 3X with vinegar/water and it wont improve.3) Caulking was left on the moulding/basin/door. Moulding was damaged/ dirty handprints on walls/doors.4) Shower doors not cleaned after installing handprints/caulking leftover.5) Salesperson didnt share job plan with installer he had no idea where anything went I had to show him. The shelf she designed to fit the corner didnt fit (should have known).Pushed the job into 2 days ! Which we were told would be a one day job.6) Installer left for 2 hours to pick up supplies he didnt have with him the first day.All of the above grievances are so unacceptable from a company like yours especially since this installation of just a shower cost almost 12,000.Both *** and myself have spoken to **** with no satisfaction.Ive asked **** to have the owner call me back on 11/28.Still no response.I would not recommend this company for a shower install you will be disappointed!Business response
12/14/2023
I have reviewed and discussed this complaint with my production team. My team has a different perspective on the complaints filed by this customer. I will reach out to the customer to hear their side of the story. I was told a 2k refund was demanded in return for clean-up for which we were not given pictures. Our clean-up routine is an important part of our normal installation procedures and is expected of all of our installers. If it is determined this was the case we are happy to compensate the customer for any clean-up incurred.Initial Complaint
11/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired Five Star Bath Solutions to install a walk in tub for my handicap daughter and have numerous issues. First the techs arrive at the house for the install and unload everything and I notice the tub is not the one ordered. I was told that the manufacturer sent the wrong tub. Why wouldn't this be checked before bring out to install? After waiting over a week on another tub, the techs arrive again with a damaged tub. Again why wouldn't this be checked before bringing to the house? Rather than wait even longer for another tub, we agreed to have the tub installed and have a new door ordered to replace the damaged one. I was told it was ordered that day. After waiting another week with no communication from the business, I contacted Five Star and was told they wanted to send a repair team out to fix damage. We were expecting a new door as we were told it had been ordered, which was not true. This is the worst customer service ever! I have not had any apologies or communication from the business, without me contacting and complaining. I was told I would get a call from the owner weeks ago and have never heard from him.Business response
11/03/2023
Att: BBB / ***************
There is no excuse for the disruption caused by my team here. In this case our person in charge of ordering ordered the incorrect model. The model fit the customer's space but was not the model that the customer asked for. In addition, the tub door was damaged in transit. The customer decided to have us go ahead and install the tub rather than wait on the replacement. A new door has been ordered by the manufacturer.
Communication needs to be better on the part of our office, and what happened here is unacceptable. We strive constantly to give our customers a great experience, and the team did not live up to their reputation here. I am grateful that *************** communicated this--we are a small family business, and the customer experience is important to us. We believe in our products and services and I have these products in my home. The customer deserves better. They deserve to enjoy the bath/shower we install as much as I enjoy my own. I am personally frustrated and angry that the customer had the experience detailed in his complaint. He is certainly in the right here for advocating for better service.
The replacement door has been ordered, but it is important that the customer also know that we are willing to do more than just replacing the door if it pleases him, including installing the tub he originally wanted. He'd need to use the existing tub until the new tub arrived but it is important to me that the customer understands that full replacement is an option, and he deserves that would be optimal for him. Now that I'm aware of the details of his experience I am committed to getting this resolved for him.
This is ***, the owner, and I'm eager to resolve this to the satisfaction of ***************. I am definitively on his side here as this business reflects the efforts of me and my wife, and we value it, and our customers, greatly.
Sincerely,
*** McSpadden
Customer response
11/07/2023
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,
*******************
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.