ComplaintsforJacuzzi Bath Remodel of Chicagoland

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase this walk-in tub, 02-23-2021, and it was installed 06-2021. I have had several problems with my tub. A service guy, who always comes out, said, the *** plug, is too close, and that is what is causing my tub, to keep cutting off. This Company installed the tub, and did their own installation. When I Called, I spoke to ********, again, and she stated, the warranty was only good for 1 year, on the problem that I am constantly having, of the Tub, cutting off. I was told that I have a lifetime warranty, on my ******, walk-in tub. I am a Senior Citizen, who needs my walk-in tub, to be working. I looked at my warranty, and it does not state, a 1 year warranty, like ******** states, is on the warranty paper. The Walk-In tub, was installed by Comfort Shower and Bath Company, including the ***, plug, installed by their company, was too close to the tub outlet. This is causing my tub, to not working properly. The Service Man, came out the 28th of February, again, and stated the *** plug is too close and was installed too close, again. I called the Company again, and *******, stated, for me to do what I had to do! Very Unprofessional! Is this how we treat Senior Citzens, who spend ****** on Walk-In Tubs, that continue to stop working, properly! This Company needs to correctly come out, and install the *** plug, away from the Tub, properly! Please Help me, to resolve this problem. Sincerely, ******************** ********************. ************. Thanks! Please Respond, to my Complaint!

  

  Business response

  03/20/2024

  Customer's installation was completed on 8/16/2021.  Leaf Home acquired Comfort Shower and Bath on 12/08/21.  Customer's electrical warranty was only good for 1 year.  Post acquisition Leaf Home dba Comfort Shower and Bath no longer installs or maintains walk in tubs. We have reached out to the customer and provided prior owner contact information to resolve. 

  Customer response

  03/20/2024

   
  Complaint: 21413223
  
  I am rejecting this response because:
  
  Sincerely,THEY HAVE  NOT INFORMED ME AOUT THE OTHER COMPANY. ALSOI WAS NOT INFORMED ABOUT THE OLD CONTRACT THAT I HAVE WAS VOID.IHAVE ONE THAT SAID LIFE TIME ON MY TUB.
  
  *********************************

  

  Business response

  03/21/2024

  Customer's installation was completed on 8/16/2021.  Leaf Home acquired Comfort Shower and Bath on 12/08/21.  Customer's electrical warranty was only good for 1 year.  Post acquisition Leaf Home dba Comfort Shower and Bath no longer installs or maintains walk in tubs. We have reached out to the customer and provided prior owner contact information to resolve. 

  Contact number for the contracted warranty holder is ************, ***********************************************

   

  
  

  Customer response

  03/23/2024

   
  Complaint: 21413223
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the upstairs and downstairs bathrooms remodeled by Comfort ***************************** on September 26, 2024, for my upstairs while installing the upstairs-downstairs ceiling had a crack from the removal of the bath tube and when I brought it to their attention, I was told things happened and they are not responsible. A plumber was sent out for the downstair shower and he used a jackhammer to put in a P-Trap the vibration of the jackhammer disconnects my drain pipe and the water in the shower will not go down. I filed an insurance claim against my homeowner's insurance company and American Leak Detection the claim was denied because I was told that the shower was not properly installed and the vibration of the jackhammer caused the pipe to disconnect. I have reached out to Confort ***************************** and I am going back and forth with *********************** and ********************************* regarding this matter. I received a call from ********************************* and she stated that I can put in a claim with the **************** and if the amount goes over $1,500 I would need two quotes from a plumber. I had the shower remodeled because my husband is a retired disabled veteran and he can not walk up and down stairs due to his medical conditions that can cause him to black out. Comfort ***************************** was supposed to send a technician out to look at the problem on Jan 15, 2024, but due to the weather it was rescheduled for Jan 29, 2024, and ********* called me to let me know that a technician was not going to and the problem was not due to the plumber even when she asked for the report from the insurance company. I would like to have my shower repaired so I can continue to help my husband with his showers.

  

  Business response

  02/08/2024

  The ********************* Adjuster Report that was provided by the customer does not indicate that the noted issues were at the fault of Leaf Home Enhancements DBA Comfort Shower and Bath. We are more than willing to have our Property Damage team further investigate for acceptance or denial of the claim. However, in order to move forward with the process, the customer must provide two quotes for repair. We are not able to move forward with the Property Damage investigation without these two quotes.

  Customer response

  02/14/2024

   
  Complaint: 21223620
  
  I am rejecting this response because: I am rejecting this response because:  I am asking for more time as I get the other inspection done on the downstairs  bathroom shower . I have included the information of the original contract and the amended contract for both bathroom to remodeled. I have included the crack cause by removing the bath tube from the upstairs bathroom.  Liberty Mutual is sending an adjuster name ********************************* out to my home on Thursday, February 15, 2024 to do an inspection and I would like to wait until after the inspection before I made my decision. I also reach out to Roto Rooter to have the shower drain rode.  There are other attachments as well.  I lost trust with this company and I did not appreciate being heard and the lack of respect regarding my concerns.
  
  Sincerely,
  
  ***************************

  

  Business response

  02/21/2024

  We are waiting on documentation from the customer to review.  Once we receive and review them, we will be able to discuss resolution. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately, at 70 years old I broke my ankle and needed a walk-in shower. We contact *******/Leaf Home Enhancements. We met with a sales rep on 11/16/23 and reached agreement on what we wanted. We were told it would probably be 6 to 8 weeks for installation. Our check was cashed on 11/21/23. On 11/30/23 we got a text indicating that the material was not yet available, but the company would keep us informed. On 12/28/23, we were texted that installation was set for 1/15/24 between 7 and 9 am. After clearing out the bathroom we received a call at 9:30 that the install was cancelled and would be rescheduled for 1/26/24. On 1/25/24 we were informed that the install was cancelled again. It would be rescheduled for 2/6/24. My wife and I are very upset at this 11-week delay from the time we signed the contact to our new installation date. The new excuse is they need a special crew to disconnect the power from our old whirlpool tub, I told them my son is a union electrician and has already pulled the power from the tub. This is certainly not the experience we were looking forward to.

  

  Business response

  02/06/2024

  The installation was completed on 2/2/24. This matter is resolved.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of the transaction: 11/16/2022 Amount paid: $12,735.00 Business committment: Per their website advertisement-*********** takes full responsibility of your project every step of the way - from the initial consultation to providing maintenance services years after the project has been completed. We hold high standards of quality, ethics, and integrity that are unmatched in the home renewal industry! We take pride in making your home remodeling project an easy and enjoyable experience for you! Nature of the dispute: The shower door is uneven, left glass panel opens up on it's own, the right glass panel has a very large gap at the bottom, this lets drafts of air come in, making it uncomfortable while showering.Business tried to resolve it: They installed 16 1/2 flat washers, 8 on each side, between the one side of *********** channel and the head rail, which caused the very large gap at the bottom and yet the left glass panel still opens up on its own leaving a gap between the left glass panel and the left U channel.

  

  Business response

  03/03/2023

  Please be advised that the issue with the sliding door is not an issue with the door or the installation. The door allows for a 3/4" adjustment for floors that are not level. This resolves about 95% of unleveled floors. The problem is that he floor is much more out of level than 3/4" and that is a pre-existing condition. Pre-existing issues are not part of the work we address.

  We see one option and that is to have a custom pivot door made and installed to replace the sliding door that opens slightly as a result of gravity and an uneven floor. The cost is substantial for such a door. We are willing to provide and install a pivot door at no cost in this case for our customer. There will be no reduction in price provided. I have asked my staff to reach out and make this offer available as our best solution.

  Customer response

  03/15/2023

   
  Complaint: 19530099
  
  I am rejecting this response because:

  Hello,
  The business Shower and Bath has offered an option of using a different type of shower door, instead of sliding glass panels, the option is a pivot shower door, but today, a contractor was sent out for measurements and he did say that we can have the same type of shower door with sliding glass panels installed correctly.
  
  The gentleman's name was **** from ********************** Installations, Inc..  He was going to relate the information to his boss, **** and let him know that we'd like the same type of shower door with the sliding glass panels installed.  **** will be speaking or communicating the same information to **** or someone at Shower and Bath.  
  
  Therefore, I did reply to an email from **** (Shower and Door) and have mentioned that we'd like to keep the same type of shower door with the sliding glass panels.  I also mentioned that it should not be a problem, because nothing has been ordered and I've asked for an amendment to change the first amendment we had originally signed.
  
  With this new information, the complaint is still not settled, until we have the shower door replaced correctly.
  
  Thank you for the support.
  
  *****************************

  
  
  
  

  

  Business response

  03/15/2023

  We will do what ever it takes to take steps to deliver a solution that makes the customer happy.

  Customer response

  03/17/2023

   
  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

  01/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I put down $1,000 for a sit in the bath tub. I rest of the payment was going to financed with the company. The financing did not go through. I ask for my money back they would not give it back. They told me they were looking for another fiance company. That never happen. I am disabled. This has been going on for a while. When l called the company they say, we told you you can not have a refund. Can you please help me get my $1,000 dollars back. lt will help me pay meds, food and supplies for my c-pap. I just want my $1,000 dollars back. Please help me.

  

  Business response

  01/05/2023

  After doing some research I cannot find where the refund was given or why it was not. I have my accounting department sending out a check. It should be to the people within 7 business days.  ******************* COO

  Customer response

  01/06/2023

   
  Complaint: 18682143
  
  I am rejecting this response because:   I would like the company to let me know that I would be receiving my full deposit of $1,ooo. They were not clear on this matter.  Can the accounting department please confirm.
  
  Sincerely,
  
  ***********************

  

  Business response

  01/20/2023

  On January 5th my accounting department prepared a check and sent it by **** It was delivered on January 10th at 8:56 AM.  Tracking number  1Z60R2F50193628152.  I do not understand this complaint.  *******************

   

   

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with this company in December 2021 to replace the tubs in my condo. Due to the "supply chain" issues earlier this year, the work was postponed until July 2022. After a brief conversation with the crew supervisor, the work was scheduled to commence on Aug 01 2022.Shortly after starting the work, I was informed that they could not do the work because the walls are "cinder block". However, performed similar work has been performed in this Condo (by Comfort and other companies).They completely changed the Scope of the work to be done (and provided a discount for the products and services that would not be delivered). However, I am unsure that this discount is fair because they will not provide an itemized list of the goods and services agreed upon when the contract was first written. For example, when the new walls were installed, the old wall vents were not replaced to match the wall until I complained to the workers. Likewise, one of the bathtubs is now without a drain cover/plug. The faucet was replaced in both bathrooms, but they "can't" replace this drain cover and expect me to purchase and accept a "rubber drain cover".I am currently without the shower door specified in my contract. I purchased a "Jacuzzi" shower door and believe they have purchased a different brand to install.

  Customer response

  09/01/2022

   
  Complaint: 17718985
  
  I am rejecting this response because:
  

  Dear ****, 

  
  

  I received your text. Unfortunately, I cannot make myself available to you between 9 am and 5pm at the drop of a hat. But I did reply that I would call you at **** tomorrow morning. 

  
  

  However, I would like to postpone my call until after I have had an opportunity to speak with the building engineer myself . I left a message requesting a return call a few minutes ago and hope to hear from them in the morning.

  
  

  I will call you as soon as I can. Thank you in advance for your patience.

  
  

  Yours truly,

  ******************************;

  
  

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

  

  Business response

  09/21/2022

  Please be advised we are waiting on the customer to reach back out as she stated in her rejection 

  Customer response

  09/22/2022

   
  Complaint: 17718985
  
  I am rejecting this response because: the contractor is misrepresenting the guidance provided by the condo association and are not working in good faith.
  Sincerely,
  
  *******************************

  

  Business response

  09/28/2022

  Comfort Shower sold this order on 12/18/2021.
  
  This was a 2-**************** Both bathrooms A & B were initially sold as showers. On 2/7/2022 Bathroom B was changed to a soaker tub with no price change.
  
  On 8/1/2022 Comfort Shower showed up to perform the installation and it was then determined that we were not able to install the units as originally sold since her walls were cinderblock.
  If we wouldve continued demoing, we would have damaged the structural integrity of the building since those are support walls and this is a Highrise building.
  
  Comfort Shower stopped the job and informed ********* that we would not be able to move forward as promised, however we would be able to continue the install by not demoing the walls and leaving the exiting bathtubs.
  
  **************** agreed to the new scope of work and signed an amended contract. Comfort Shower would only install the wall panels, ***** and a shower door on 1 of the units for a discounted price.
  
  Comfort Shower was unable to install the shower door at the time of completion due a delay on the new order of different door jambs to make the shower door framework.
  
  Comfort Shower received the parts needed on Friday 8/12/2022.Comfort Shower was able to send an installer out on Saturday the 13th to complete the installation. ********* advised that her HOA building does not allow for weekend installations or repairs.
  
  On 8/12/2022 Comfort Shower representative also advised ********* that we were unable to locate any other replacement to her drain cover that would work besides a rubber drain cover. Customer indicated that she completely understood.  Comfort Shower representatives offered her a credit for the drain cover. 
  
  Customer has been uncommunicative by email or phone since 8/16/22 with Comfort Shower representative.  Comfort Shower asks customer to call us directly to discuss resolution.

  Customer response

  10/04/2022

   
  Complaint: 17718985
  
  I am rejecting this response because:

  I am not willing to 'settle' for a job that is incomplete, nor should I be expected to accept the false claims made by this vendor that they were "unable" to complete this project as originally planned.

  I never received the detailed information I requested regarding my original invoice. 

  I am extremely disappointed with the "service" (if you can call it that) I received since I signed the original contract in December 2021.

  The promises made by their representative in December 2021 (including, but not limited to; great customer service, excellent products, professional installation, customer satisfaction), were not kept.

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

  Customer response

  10/21/2022

   
  Complaint: 17718985
  
  I am rejecting this response because: the vendors claims/statements are false.

  Comfort shower and bath was unable to install the soaker tub in second bathroom due to the structural integrity to the load bearing wall in the customers condominium. This is not true per the email I forwarded to **********************

  
  

  Customer agreed to an amended contract forgoing the soaker tub leaving existing tubs in both bathrooms. This was before I was able to find out that they had lied to me.

  
  

   Customer received list of itemized materials as requested in an email 8/3/22. At this time, in order to complete the job, we are requesting the customer schedule the service to install the shower door. I do not believe that the products installed were "Jacuzzi" as promised. I was not provided with a detailed invoice as requested.
  

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

  

  Business response

  11/01/2022

  Customer signed the amendment stating the change in the original plan and the contract price was reduced accordingly.  As explained to the customer in the email referenced, the tub was unable to be installed due to the cinder blocks in her unit and not prohibited by the work done in the hallway during the same time.  Customer request for refund has been determined to be unwarranted.Customer agreed to the amendment work and reduced price.  The remaining work is the shower doors that customer has not allowed us to install.  

• Initial Complaint

  12/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a shower. I was supposed to get a free cruise with it. The date on the voucher was 2/24/2020 which is off by a year. First I could only find a ***. They refused to help wihout the original. then I found the original and sent it back to them with tracking. I never heard from them again even though I tried and tried. Finally the salesman ********************* said he would get it for me. I still dont have it. Also the company made a mistake on my order (no molded in seat) and I had to wait an additonal (2) months.

  

  Business response

  01/05/2022

  Comfort Shower and Bath has communicated with this customer. She has received an updated voucher for a cruise. She also understand the time it took for us to install the seat in her shower. She also mentioned that she is very pleased with the bath and the installers. The customer agrees this has been resolved. 

  Customer response

  01/07/2022

   
  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. I receieved a new voucher from the cruise company and I am satisfied.
  
  Sincerely,
  
  *********************

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