Complaints

This profile includes complaints for Bath Fitter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bath Fitter

  10930 Justin Dr Urbandale, IA 50322-3891

• 

  Bath Fitter

  5121 Tremont Ave Davenport, IA 52807-1004

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:08/27/2024

  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.

  This was a two day job that turned in months they came and measured 5 times and still got the wrong tub. Waited 3 weeks for another tub to arrive this time they cut it wrong. The installer said he recommended the whole thing be redone. The safety bars would not hold you could move them up and down by hand. Someone came and looked at what was done and agreed it needed to be all taken out the tub the two layers of the surround. Another 3 weeks before the tub came and of course another two days we had to be home while the work was being done. Between the second tub and the third tub I was able to get in touch with the manager ****** and told him I wanted some money for all the time we had to be at home to get this two day job done. We agreeded on $250.00 and a up grade on the fixtures. Well they were suppose to be brushed brass but were white. Showed the installer and he saw the order was what I said. He said they would return in a few days with the right one. This turned out to be a big joke next time they came some parts were black. They came again only to have the wrong parts. I called ****** and told him I wanted more money because every time they came we had to be home and it was a three hour window. We agreed on $250.00. They did get all the right parts after several trips but I am still waiting for my money. ****** does not return my calls and I have decided I have had enough.

  Business Response

  Date: 09/06/2024

  Bath Fitter is in receipt of this complaint and would like to mark it as resolved. The amount in question was compensated and mailed to the customer. 

• Initial Complaint

  Date:09/15/2023

  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 hired Bath Fitter to replace my tub with a walk-in shower. My contract number is 92-406334.The job was supposed to take 1-2 days. It actually took 3 days. The employee kept disappearing for long periods of time. I don't know where he went, and he never told me when he was leaving or when he would return.See the attached document that lists "The Bath Fitter Advantage." It says they will install a new shower "in as little as 24 hours," with "no demolition, no mess," and a "lifetime guarantee." They violated all of those promises.When the job was finally/allegedly finished, we thought that would be the end of it. Nope.That evening, my husband discovered that the employee had cut two electrical wires in the basement. We also found pieces of pipe and other debris that the employee had left in our basement. There are also problems with the safety grab bar.When I contacted the company regarding the cut wires, they told me it wasn't there problem and that I needed to hire an electrician. Since their employee cut the wires, they should send someone to repair the damage.When I contacted the employee regarding the pipes and debris that were left in the basement, he claimed it was an oversight. Not true. He hid all of that "garbage" behind a wall, so it clearly was not an oversight.The shower was not finished. There are gaps, areas that were not caulked and the trim is incomplete. I have tried to resolve these issues with the company -- through numerous phone calls and texts. They refuse to do anything to correct their mistakes and the damage they caused, and they have stopped responding to my efforts to communicate with them.In addition to breaching the terms of their service, bad workmanship, refusing to fix their mistakes and refusing to communicate with me, I believe they are also trying to take advantage of us because my wife is disabled. Please help us.

  Business Response

  Date: 09/25/2023

  Bath Fitter is in receipt of this complaint. On 9/22/23 Bath Fitter ensured that a check was cut for the electrician that completed the work and we also sent the installation manager out to the home to see what needed to be corrected to resolve the customers concerns. We are scheduled to return on 9/29/23 to complete the work. The customer has the contact information for the program manager who is assisting in resolving these concerns and we will remain in contact through the resolution. 

• Initial Complaint

  Date:08/11/2023

  Type:Order 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 (**) was to install shower on May 24, 2023, on that day ** called saying they would not be showing up. This happened 3x when ** called on the same day to say they could not make it .** did not care that I had to take time off work to be there 6 in all. ** did get the bathroom done June 15, 2023. Had to go a week without water because they could not complete the job and once again ** did not care that there was no water. I have complained on a lot of different ** ******** pages and PM telling my nightmare story hoping for help and did not get from any of the other **. The only response I got was they were a franchise company, and no help was given. All the ** I contacted have removed my story. If you look on ********, you will only see compliments from people anyone that had problems and posted them have been removed or most of them. You will be lucky if you find any complaints (this was my mistake). ** has now blocked me from their ******** pages so I cannot post my nightmare about them. I have been emailing ** & they finally offered 50%off if we replied within 3days. The next day they sent another email saying that they would offer 50%off but they wanted us to sign 3 more contracts with them. I asked them to send us the contract so we could read them. This was around July 14th, 2023, and they still have not sent them. In one of the emails, they wanted to remove the lifetime warranty. Like we would trust them to show up or even fix the problem. ** still to this date Aug. 10, 2023, has not sent the contract they want us to sign. We sent them a check on July 14, 2023, for the 50% off price that we were quoted. On July 17th, 2023, we received another email saying the check would be returned and Bath Fitters was going to turn us over to collections. I have not heard another word from Bath Fitter. Now this is just the short version of my nightmare with Bath Fitters. I hope to keep up my story on social media until Bath Fitters let us pay this bill off.

  Business Response

  Date: 08/14/2023

  Bath Fitter is in receipt of this complaint, and we wish to mark it as closed. The complaint was not submitted by the contract holder, *************************. It was submitted by ******************** ******************* is not a customer of ****************** and has no contract with us.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20454476
  
  I am rejecting this response because:

  I am the one paying for this job.  They wanted my son to sign the contract because it was for his home and not my house.  They have been in contact with me around May 26th, 2023, they spoke to me over the phone many times and have sent me emails (I have attached the last email Bath Fitter sent to my son and me).  When everything went downhill with Bath Fitter and them not showing up when they said they would.  I refused to pay the total amount Bath Fitters negotiated.   That is when they wanted nothing more to do with me and only wanted to talk to my son.  I can have my son add to this if you would like.  He does not have computer experience and he has asked me to help him get this resolved. Here is my son email address so he can be reached:  ************************* <******************
  
  Sincerely,
  
  *****/ *****************/********

  Business Response

  Date: 08/16/2023

  In reviewing the rejection from the customer, we have provided the following attachments. Our contract and our finance agreement are expressly with ********************. Any agreement they have on payment is outside of Bath Fitters contracted agreement and is between the two. Our previous communications with ******************* have been out of courtesy. In the document provided by her she is copied; the email is to ********************. However, as it was stated in the July 12th, 2023, communication that is listed in the chain of emails she provided, to make financial and contractual arrangements, we legally must work with ********************. Let it also be noted that we have received their concerns from another outside entity and will be working to resolve on that end as well. We move to close this matter. 

• Initial Complaint

  Date:07/11/2023

  Type:Order 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 had Bathfitter come for a consultation on July 8th. My tub was cracked and needed a replacement or to be fixed. We went through the consultation, details about the job and everything. I decided to sign the contract and go ahead with it. Not long after they left, the patch I had used to temporarily fix my tub had already failed and I realized I could not wait the **** weeks they quoted for an install. Today is Tuesday, the 11th and I have been trying to cancel my contract since Saturday because I found other options. The contract I signed states that I have within 3 business days to cancel the contract without penalty, which the salesman conveniently failed to mention. I have called their ********* office, warranty department, and someone who claimed to be their sales manager. With each call I am told someone will reach out to me within 24 hours. I never received a call, so I called their warranty department again this morning (Tuesday) and asked to cancel again. They told me the cancellation was processed and I will receive another call within 24 hours, which is what i was told the previous morning. I received a call Tuesday morning from someone claiming to be the sales manager, never gave his name. I asked for a confirmation of cancellation via email and was told that this phone call was confirmation. As of right now, I have no evidence of a cancellation or refund of my deposit and I've been at this for 3 days now. I also spoke with their support team via online chatroom for a confirmation, which ended with them telling me I could use the chat as a confirmation. All of this seems very strange to me as I have yet to receive just a simple email confirming anything.

  Business Response

  Date: 07/11/2023

  I contacted the customer today to confirm that their contract is cancelled. I also sent them a confirmation email. Please see the attached. 

  Customer Answer

  Date: 07/11/2023

   
  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,
  
  *****************

• Initial Complaint

  Date:06/07/2023

  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.

  Replied to an online post stating bathroom remodel not as expensive as you might think- this was an **** affiliated ad that referred my phone and email to various bathroom remodeling businesses. I was overwhelmed with the responses. Not a single one would provide me with cost examples of similar projects as I was considering. Bath Fitter has also refused to provide that information and has continued to attempt to contact me by phone and text message. They have also begun harassing my spouse by phone at a number not provided on the original inquiry. We had a similar bath remodel done at a previous address. I have requested information multiple times and when I did not get any information I requested to not be contacted going forward. That request has been ignored and I continue to get calls and text messages. I would like to stop all contact from this company.

  Business Response

  Date: 06/12/2023

  Customer has been removed from our mailing, email and call database as requested

• Initial Complaint

  Date:09/01/2022

  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.

  Bath fitter removed an old shower and installed a new in my home at ************************* in *******, **. In March of this year I noticed that three screws were protruding through the wall on the opposite side of the shower where the grab bar was installed. I called Bath Fitter and **** came on April 2 and took pictures and said that his boss would call me. No one called. On April 5th I called and a repair was scheduled foe May 7. On May 7 Bath Fitter called and canceled the appointment. An appointment was scheduled for May 14. On May 14 Bath Fitter called and said the boss had not understood the the damage was so high on the wall and that they were going to have a professional drywall company repair the damage.On May 24 I called and was told they would have the representative call me. I asked them to send me notes they had on the issue. They said they would not do that but that they would keep following up to make sure someone would call me. On May 31 I called Bath Fitter and they called the district manager who said he was on his way to the office and he would call me in 5 minutes. He did not call. I called again and was able to talk to the district manager. He told me that he would contact a drywall company and call me back. I asked for his name and phone number he told me his name was ***************************** and that his phone number was ************.I called the phone number numerous time and it was always busy. I finally got through to his voice mail on June 16 and left a message for him to call me. He has not called.

  Business Response

  Date: 09/14/2022

  On 9/2/2022 the drywall repair company went to the customers home in order to make the necessary repairs.

  Customer Answer

  Date: 09/15/2022

   
  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,
  
  *********************