Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a walk-in shower from the company they came out had to install the shower originally back in 2021. The install crew was here for over 12 hours. installed the Shower incorrectly and caused damage to the floor, and the walls. We then called the company back, explained our issues they had one of their repair men come out and check and put a foam hardening material inside the base of the Shower, which was orange then the repair man proceeded to put blue masking tape over the holes that were drilled into the base and left. We then proceeded to call the company back and complain about what was left. They sent out a crew ripped out the entire bathroom again and installed again a second time this time in two days instead of 112 hour plus day when they ripped everything out, we found that the original crew had left empty cans in the wall and sealed them in and that the plumbing disintegrated in the repairmans hands when he took it apart, then having to replace that since then we have had multiple issues multiple calls and multiple visits now we have another concern because of damage that the repair people did when they redid the bathroom and its just a hassle, a headache and annoyance having to deal with all of this time after time after time. All we are basically asking of the company is they come out repair it. We were told when we purchased the bathroom that it was under a lifetime warranty so all we are asking is that they repair the issues that are covered under warranty for us.

  

  Business response

  01/13/2025

  Approximately a year ago, in a BBB complaint (BBB Case # ********) the Complainant (who is the son of the Customer) raised similar concerns with the walk-in shower that we installed.   In the original complaint, the Complainant requested either a price reduction or a refund because of frustrations related to the service issues with the shower.  We respectfully declined, explaining we would honor the warranties in the contract versus reducing the contract price or giving a refund.  As we indicated in our response last year, we had reached out to the Customer prior to us filing our response, and the Customer indicated the shower was fine.  Subsequent to last year's complaint, we have reached out again to the Customer, who has referred us to talk to the Complainant regarding any continuing warranty issues with the shower.  We have tried to reach him to see exactly what his concerns are.  Fortunately, we were able to connect with him today.  We have put together a plan to address his concerns and will be redoing the shower walls.  Hopefully, this will fully revise any remaining warranty issues with the shower.
  

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around the end of Sept, Pacific Bath began the install of my tub to shower conversion. The installers pointed out a damaged tile but did not tell me the floor was severely scratched. I have tried buffing it out including purchasing a machine to do so. I paid a premium to go with Pacific Bath because I had expected and it was communicated to me that they would stand behind their workmanship. They have ignored all my attempts to resolve this and I have emailed and called them multiple times and included pictures of the damaged areas.

  

  Business response

  10/24/2024

  Upon receiving the Customer's complaint, we investigated and found that there have been some communications issues between the Customer and **********************.  Upon learning of these communication issues, we reached out to the Customer to address his concerns regarding the floor in his bathroom.  We now have been in continuous communication with the Customer as how we could potentially resolve his concerns.  Yesterday, we had a tile flooring installer examining the floor to determine what potentially can be done.  We will use the information from the flooring tile installer to work with the Customer to reach a mutually agreeable solution to the Customer's flooring concerns.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This pertains to shower installation on September 26 and 27, 2024 at *** ****** home.Pacific Bath states in their website, "Pacific Bath believes in complete customer satisfaction" and "Our team of professionals works to make your bathroom remodel a simple, stress-free process".My complaints include: First, the staff of Pacific Bath told me that the installers would be working between 8 am and 5 pm. Both days the installers arrived late and left after 7:00 pm which caused me problems due to my early morning job. Second, the installers failed to secure the water before cutting a water pipe which caused water to spray onto the carpet and other areas. Third, the installers left a fan running overnight, I assume to dry the carpet. However, the fan was directed at a freezer which may have caused food in the freezer to thaw. My socks and feet got wet as I did not know that the carpet was wet. Forth, the installers did not clean up plastic specs left on the carpet. Fifth, the installers did not complete the ceiling of the shower as they left it unprotected against water I expect that Pacific Bath will provide a discount to the price of the shower installation that has been paid in full. Also, I expect Pacific Bath to complete the shower ceiling ceiling installation.

  

  Business response

  10/17/2024

  At Pacific Bath, we provide expected time of arrivals and departures of our crews prior to the project starting. In some cases, unforeseen issues arise that require additional time or modifications to complete a project. This project unfortunately did require additional work and time to complete due to unforeseen plumbing issues. As to the Customer stating that ********************** caused a leak, that is incorrect. The water was shut off properly by our plumber prior to any work commencing. However, the unforeseen plumbing issue as the existing PVC piping had standing water within the pipes.  And, it was this water that caused the damage to customer's home.  ********************** went above our original scope of work by taking care of this existing plumbing issue at no cost to the Customer. 
  
  As to the Customer stating that ********************** was to install a ceiling cap on their project, there are no details of this scope in the Customers contract, nor were they charged for this work. Nonetheless, Pacific Bath dispatched a crew to the Customer's residence and installed the ceiling cap at no additional cost to the Customer. This additional work has been completed and the Customer is satisfied with *********************** response to her concerns. We believe this issue to be resolved.
  
  

  Customer response

  11/06/2024

   
  Complaint: 22366304
  
  I am rejecting this response because: In response to the plumber leaving standing water in the pipes. There is no reason why the plumber should have left standing water in the pipes. The plumber could have easily drained the standing water from the pipes before begining work on the pipes. There are several faucets below the level at which the work was done. One of the several faucets could have been used to drain water. At least a rag could have been wrapped around the pipe and a bucket set under the rag to contain any standing water.
  
  Sincerely,
  
  ******* ******

  

  Business response

  11/11/2024

  As to the Complaints belief that, no plumber should have left standing water in the pipes, Pacific Bath followed industry standards.  Unlike the Complainant suggests, it is not standard industry to drain the standing water before beginning on the pipes.  Furthermore, as indicated in our previous response, Pacific Bath took care of the Customers plumbing issue at no cost to the Customer.  Also, ********************** remediated the water damage at no cost to the Customer.  Finally, the Customer was satisfied with *********************** response, although the Complainant who is the Customers son may not be.  Accordingly, Pacific Bath believes this matter is resolved.
  

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the walk-in shower in may 2021 , since then we have had to have the company come in 10 different times to fix the shower or issues that could have been prevented if the installation team knew what they were doing. This company does not know what they are doing, its been nothing but a headache.

  

  Business response

  01/26/2024

  The individual who made the case was not the actual Customer. We believe it might be her son. Nonetheless, we would like to address the concerns raised in the complaint.
  
  When a customer has workmanship issues related to one of our installations, we address them pursuant the warranty provisions in the contract. We did so in this case. After the original installation of a walk-in shower, the Customer contacted expressing concerns with the shower cracking. We tore out the shower we originally installed and installed a new one. When the Customer indicated that we damaged her paint, we painted the damaged area. When the Customer complained that towel bar was ripped half way off the wall, we again sent a service crew to repair.
  
  The most recent issue raised by the Customer was an issue with the shower basket, which also was loose from the wall and an issue with caulking around the shower bench. The service was scheduled for January 12th, ****. However, do to the weather, we had to postpone the service. Yet, it was accomplished the next day (January 13th). The Service Ticket was signed indicating the issues were addressed. After receiving this Complaint, we contacted the Customer to see if there was any further service required. She responded that everything was fine now.
  
  We understand that the Customer was frustrated because of the different service issues. And, we apologized for any frustration we caused. However, we respectful declined the Complaint's request for a refund, as we have addressed all issued raised. While hopefully there will be no further issues, we will again address them as we have in the past.

  Customer response

  01/26/2024

  Complaint: 21141144
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************
  

  I would be the one paying the bill the bathroom is in both my mother and my name do your job and look it up. Your company is horrible and the bathroom is garbage.  You guys send people who dont know how to do your job and install correctly. You guys hire people how are incompetent and half a** their job. I dont want a refund for what I have paid out thats fine. I want the account marked as fully paid off. There is no reason why you should have had to come back and fully redo the shower. 
  

  

  Business response

  02/07/2024

  As to who is our customer, we only referred to the individual or individuals who sign the contract as our customer(s). As the individual who filed the complaint as being referred as the "Complainant" versus the "Customer", we do so as he did not sign the contract. We did so only to clarify the relationship between the parties. As to who is paying the bills,we do not have the information as who is making the actual payments as no payments are made to us. When the Customer entered into the contract in 2021 for us to install a Kohler walk-in shower, she arranged payment for the project to be was financed through a third-party finance company. If the Complainant is submitting actual payments to the third-party finance, only it would have that information.
  
  We can understand the Complainant's frustration because warranty issues have arisen after the installation of the Kohler walk-in shower.While we strive for each project to be 100% perfect the first time. Despite us using certified Kohler installers, sometimes warranty issues do arise. This is why we include warranty provisions in our contract. When warranty issues arose with this project, we have and will continue to address those warranty issues pursuant to the warranty provisions of our contract.
  
  As to either the Complainant or the Customer stop making payment to the third-party finance company, we respectful do not agree with this request. Again, the Customer entered into the contract back in 2021, with project being installed in 2021. Again, when warranty issues arose over the nearly three years, we addressed them pursuant to the warranty provisions of the contract. So, while we can understand that there might be frustration on the part of the Complainant and/or the Customer, not every project goes as well as we like. When they did with this project, we addressed them. An individual cannot just decide that they do not want to make payments years after an installation because warranty issues might have arisen, especially when the issues have been addressed. Thus, we cannot agree to the Complainant's request to stop making payments to the third-party finance company.  However, if allowed to by the Customer and/or the Complainant, we will continue to honor the warranty provisions of the contract.
  

   

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I were looking to have a walk in tub installed. We did research products and finally decided to contact Pacific Bath to come out to provide an estimate and measure to ensure the tub would fit in our space. The sales rep ***************************** came to our home on November 11th. ****** reviewed all the features of the walk in tub reviewing the tub dimensions and the features and functions. He then went over the extensive research ****** had done to design the best in class walk in tub and what differentiated Kohler from the rest of the marketplace. Some of the differentiators were a 3 inch step in, ability to customize the installation based on space, the ability to use bath bombs and oils for a spa like experience. ****** took measurements and recommended we install the tub in or primary bathroom. ****** then put together the proposal and gave us the price for the tub and the installation. We agreed to the price and signed the documents to proceed. Pacific Bath contacted us and indicated the tub would be installed on December 7 and 8 2023. The Project Manager called us earlier in the week asking if they could install on the 6th and 7th since they were ahead of schedule, we agreed. The install team came and over 2 days installed the tub. Over the next couple of days we noticed some issues. First the tub was not flush to the floor so the step in was not 3 inches. The drain would not stay open to drain the tub. The shower head leaked as we purchased the shower package. The shower screen was improperly installed and no seal was installed between the glass and the wall. When using the shower water leak onto the floor. In order to install the tub our toilet needed to be removed and then replaced, toilet leaked after they re-installed. All of the installation issues I mention were visible to the naked eye. We are not confident of those items we can't see. I have contacted both Pacific Bath and the Kohler ************************* for walk in tubs, no complete resolution.

  

  Business response

  01/31/2024

  As the Customer indicated in his complaint, the bath consultant takes measurements to ensure that a Kohler walk-in bath will fit into the space being allocated for the new walk-in bath. In this case, there was no issue with the walk-in bath fitting in the space. The situation that is causing the Customers concern has to do with the Customers subfloor, which is covered by tile. When the installation crew was performing the preparation of the area to install the walk-in bath, they found that it was concrete slab with the existing plumbing (including the drain) in the slab. For the plumbing with the walk-in bath to meet the plumbing code (i.e., for the drainage to have the proper slope), it had to be raised slightly higher by approximately one inch. This the gap the Customer is referencing. The reason for the gap has been explained to the Customer. When the project was completed, the Customer signed off the completion form to approve of the installation.
   
  Afterwards when the Customer raised his concerns, we have tried to work with the Customer to resolve his concern with the gap. Specifically, we have proposed to finish floor tile to the walk-in bath and add matched floor trim around bathroom and in front of the walk-in bath. Unfortunately, the Customer is not satisfied with that result. The Customer is insistent that the walk-in bath needs to be lowered. This would require the whole bathroom concrete floor be torn out with new plumbing installed. This is not part of the scope of the concrete.
   
  As to the other areas of concerned addressed the Customers complaint, pursuant to our warranty obligations in the contract, Pacific Bath has resolved must of them as we performed a service call to rectifying them. After we performed the service call, the Customer and his wife were satisfied with those fix actions. There is still an additional service item open. However, because of the Customers ongoing concern with the walk-in bath height, the Customer has not allowed us back in the home to address the final warranty issue. Once we have access to the home, we will finish this last warranty item.
  
  

  Customer response

  02/07/2024

   
  Complaint: 21107617
  
  I am rejecting this response because:
  

  Our home being on a concrete slab was discussed with the salesperson during the initial meeting and again with the install team on the day of installation. Neither had indicated the tub would not be flush to the floor and provide a 3 inch step-in as is described on the Pacific Bath website. Yet when the installation was complete there was a 5 inch step-in. The Pacific Bath solution was to mask the gap by installing a baseboard. While we may not  have raised any objections at the time the installation looks sloppy and unprofessional. 
  Other issues arose from the install the drain would not work, the handheld shower head leaks when the water is turned on, the overhead shower screen and seals were installed improperly, the overhead shower isn't functional as it leaks water all over the floor, the toilet needed to be removed in order to get the walk-in tub installed after which the toilet leaked.  The certified installers on this engagement needed much more training before entering our home. There were additional items recognized when the Pacific Bath training manager came to resolve problems, I don't recall what they were. Not all issues have been resolved, the drain, the handheld showerhead, the overhead shower leaking onto the floor and lastly the 3 inch step-in and the tub being flush to the floor. The list of issues that were visible and or recognized after minor testing (trying to drain the tub) after the install team left the job site I am less than confident about the installation of those I can't see or test. The resources were certainly not Kohler Certified Installers or if they were the certification process is less than rigorous.     
  I had believed a quality provider of service, Pacific Bath, and a recognizable bath fixture brand, Kohler, would stand behind the product and installation. Instead they respond with the final paragraph demonstrating a total disregard for client satisfaction and industry reputation. I engaged both ****** and Pacific Bath on these issues which they have failed to resolve.   
  

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

  

  Business response

  02/26/2024

  We understand the Customer's concerns and frustration.  We are working with the Customer to resolve both.

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home Forever Baths replaced my bathroom shower on 4/12/23 and 4/13/22. The cost was much more than other options I had looked at but I was promised quality, professional work. There were issues brought up at the time of completion and a few days later as well. They came out again several times to fix the poor quality of work that was done, but only after several calls and emails. But nothing was ever really fixed, I was told to request minimal reimbursement for the damages to my home but the poor quality of work was just something I was expected to live with. I contacted them again in February of 2023 as there was now more issues plus the original issues were never addressed. On 2/28/23, two managers came to my home and agreed that the original work was subpar and EVERYTHING should be ripped out and replaced. They said they would order the parts and be in then call to schedule. I have not heard back from them and no one has returned my call or emails. At this point, I do not trust them to come out and finish the work and would rather hire someone else for the repairs and replacements. The attached document shows the damage and other issues involved.

  

  Business response

  07/25/2023

  While we strive for 100% perfection for each project, there are times when we do not accomplish that goal.  If we do not, we try to correct the issues, as we did with this *************** *********** we can do so with quick service calls.  ************ we need to completely re-do the walk-in shower.  This was one of those times.  We now have re-done the walk-in shower, and the Customer seems pleased with the new walk-in shower.

  One of the items the Customer noted in her complaint was the lack of communication.  Unfortunately, the communication was not to the level it should have been.  As an example, the Customer is correct that we advised her earlier this year that we would re-do the walk-in shower.   At the time, we were transitioning management, and we thought it had been done.  Yet, it was not until the Customer brought it to our intention.  We are sorry we caused unnecessary frustration we caused the Customer because the communication issues.

  The final item that the Customer addressed in her complaint was the damaged nightstand.  We acknowledge that we caused damage to the nightstand.  We are working with the Customer to correct the situation.  She has advised us that she is gathering quotes to repair the nightstand.  We told her that we would pay to have it repaired.  
  

  
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 19, 2022, the work started. After the tub was removed, the city showed up asking for permits. They didn't have any, so the work stopped until they got the permits. We were down to one bathroom for 7 people. I contacted them weekly asking about the permits. Finally heard back May 12. They came the 18th to "finish up". on the shower. They put the seat up too high. I asked them about it, they said they would have to do it another day. I was notified that the plumber would be at our house Monday, 23rd to meet w/ the inspector. Monday the plumber met w/ the inspector; we failed the inspection. They put a hole in the ceiling of our downstairs bathroom to fix the upstairs pipes. They finally passed inspection, and they shower finally was finished, However the seat was still too high. They were to come back and patch the ceiling downstairs and paint, as well as patch upstairs. Since the ceiling wasn't ready, they decided they would come and redo the seat. When they came back the next time to patch and paint, they were supposed to do both the upstairs and the basement. They came and did the upstairs and left the downstairs with a hole in the ceiling. They came back again to patch and paint the ceiling downstairs. A couple weeks later, my daughter was getting into the shower and pulled on the handle, the shower cracked. They sent someone out and said they had to order the part and would come back. They called and said the paint came in and would come out. I said no and called a manager. They sent someone out to replace the wall. When they came back, they chipped the paint in the wall, broke the tile in the floor never repaired it. I called and asked for a discount they said $3000 I said it should be more because of all we went through. I came back at $6000. Was told they would talk to management and never heard from them again. They charged me full price. and the damaged was never fixed.

  

  Business response

  03/20/2023

  Please see attached*

  Customer response

  03/30/2023

   
  Complaint: 18886137
  
  I am rejecting this response because:
  I am not sure what to do. I somehow missed the email sent the 21, but got the email on the 28th that said this has been closed. I am not satisfied with the out come as Home Forever Bath has not been in communication with me. They said the manager was going to come out and look at the project and we are still waiting to hear from them. I came back with a counter offer for them because our wall and floor are still messed up. How do I get this case reopened ?  Do I need to make another complaint?
  Sincerely,
  
  ***************************

  

  Business response

  04/18/2023

  Prior to receiving notification that the Customer had rejected ********************** LLCs response and her request for the complaint to be re-opened, the Customer reached out directly to ********************** proposing a counteroffer of $3,050.  To amicably resolve this matter, we agreed to her counteroffer.  We provided her a Release, which she has signed (see attached).  We have provided her with a check for the agreed-to amount.  Consequently, we believe this matter is resolved and that the complaint can be closed again.
   
  If you have any questions, please feel free to contact me.
   
  Sincerely,
  ****

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired home forever baths to come in and install a walk in shower. The first time they came in the messed everything up, they left the base of the shower unsecured so it started getting soft in the center. They came in and redid the work but now they left other work undone and have not been back. They were supposed to come back and paint part of the wall they had to cut to install the shower, they cut the tile that we have in the bathroom floor and didnt fix it, they also took the towel bar off the wall and didnt properly install it back now its falling off the wall. We would just like them to come back and fix their mistakes

*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. ↩