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:12/20/2024

  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.

  On the date of 11/22/24, I had work done on my bathroom. i was quoted as having my work completed in 1 to 2 days. They started on a Friday and was not completed until Tuesday the following week. We were not informed that they didn't work the weekends or had another project which would interfere the completion in 2 days, until they had already started demolishing the bathroom. We were also informed after the worker started constructing of a frame for the shower attachment using 2 x 4 that there would be an extra charge of $2400 of which they say they discounted down to $1200, the area the frame was only 2 x 8, which at the most only required at the max 6 pieces of 2x4 and less than a box of screws .I have a10x13 basement which I had a quote cost of $1800 just to do it, so why does a smaller size area cost that much. We were only offered $250 for inconvenience of not being completed in the timeframe of 2 days. We only had a choice of paying the additional price of $1200 or have someone else complete the work. A week before Thanksgiving and having guest over with no access to a bathroom would be a mess. They knew there was no way we could get anyone over before that time. The contract states on second page that we would be informed before any extra work performed that would cost us. We were not informed until after he started. The picture sent to company itself indicates that the time frame shows that extra work was started before we were notified. That was when we were contacted about this. After they completed their work, which was 5 days instead of 2 days, we noticed some imperfections at the top corner of the panels, the shower hand leaked because of so called professional installed the washer upside down. These corrections were completed after we called them about it. We also noticed there was no caulking behind the shower component which would be a problem for water to get behind and would cause mold. Because we got earlier start date has caused issues

  

  Business Response

  Date: 12/23/2024

  We apologize, but we are unable to locate your information on our database. Can you please provide the contract and Job Number so that we can assist further in this matter? 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22713395
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/01/2025

  Contract is in my wife's name of ****** ******* and the address is as stated in the contract of **********************************************************************************

  

  Business Response

  Date: 01/09/2025

  Our Installation Manager contacted the customer on 1/7/2025 to address the customer's concerns. The customer had concerns about the scope of work and the installation time. The cost and scope of work were reviewed with the customer prior to them being charged. The work was completed in its entirety as outlined in the contract.  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22713395
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******:

  I am contesting the excessive charges that were billed to me and also the misinformation of guaranteed project completion time stated. We were overpriced and because of work being started a few days before holiday left us in awkward position of either having them complete the job with the extra cost or try to find another contractor to complete a job that should not have cost no where near their price of $2,400 discounted down to$1,200.  Utterly ridiculous.  I am not in agreement with Jacuzzi company and deserve to be compensated for my extra cost.

  

  Business Response

  Date: 01/16/2025

  Sections 3, 4, and 5 of the customer's contract outline the projected installation dates, unforeseen conditions, and installation times. Per these sections of the contract,additional compensation is not warranted as it specifically outlines that installation can take longer due to unforeseen conditions upon removal of your old system. The additional charges are valid per section 4 of the customer's contract. Unforeseen conditions are often not caught until the demo stage of the customers installation. The unforeseen condition in this specific circumstance was significantly rotted wood throughout the entire wet space unit. We were not able to assess these conditions until after the customer's existing tub/********************** was removed. As soon as the additional concerns were noticed, the installer had a conversation with the customer about the options to move forward. One of the options presented to the customer was holding the installation and allowing them to find a third-party contractor of their choosing. The customer ultimately declined this option and chose to move with Leaf Home Enhancements/Jacuzzi completing the work. Leaf Home Enhancements/Jacuzzi is not responsible for the additional delays and costs of the project as these circumstances are outlined within the contract and signed by the customer. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22713395
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****** is rejecting this because of sect 3,4 and 5stating in very own contract that any additional charges will be notified to the consumer/customer before any preceding forward. As ********************** has stated each and every time there is a in the communication with me and my wife, The indication on their timestamp of picture sent to their office and time will indicate that this was not done according to their very own contract. The work that they say would have normally cost $2400 and their saying they discounted down to $1200 for the lumber of 4 pieces of 2x4 and screws does not coincide with contract stating of letting the customer be informed first was not done.

• Initial Complaint

  Date:11/26/2024

  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.

  On 11-18-2024 this company came to my home and began a bathroom renovation. A few hours into the renovation the inspectors from my city stopped them and asked for their permit. They never got one. We signed the contract for this renovation on 9-28-24 which means they had nearly 2 months to get a permit from my city. We called the company daily to see if they had gotten the permit so they could finish the work because at this point we dont have a shower and are paying our neighbors to use theirs. Finally today 11-26-24 I decided to call the city to see what the hold up was with the permit. Its has been over a week and Thanksgiving is in 2 days and we have family coming from out of town. The city informs me that they issued the permit on 11-20-2024. So this company has been lying for over a week about the permit when they know that its their fault that we are in this predicament.

  

  Business Response

  Date: 12/03/2024

  After reviewing the situation, we consulted with the Village regarding the permit requirements. We promptly obtained the necessary permit, including coordinating with our plumbers to submit the required documentation.

  Following this, we contacted the consumer to schedule the earliest available date which is set for 12/3/2024. Our team is scheduled to complete the installation on the same day.
  
  

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22609818
  
  I am rejecting this response because:

  What they are reporting are lies. We were without a shower for 2 weeks because of them trying to be cheap and not get a permit. If told we could have gotten a permit. We should be compensated for being without a shower for 2 weeks. Even after the installation the water does not drain correctly and runs over the edge of the shower onto the floor. My husband has been trying to contact the company concerning this new problem.
  
  Sincerely,
  
  ******** And ****** *****

  

  Business Response

  Date: 12/12/2024

  Our Customer Relationship Manager has attempted to contact the customer by phone at the contact numbers we have on file on 12/12/2024 and left a voicemail requesting a callback. An email correspondence has also been sent to the customer as well with the manager's contact information. We ask that the customer contact our Relationship Manager at their earliest convenience to discuss this matter further.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22609818
  
  I am rejecting this response because:

  What email are they using. I have not received an email. Someone called us from the company and said they would be emailing us but did not. My email address is **********************************
  
  Sincerely,
  
  ******** And ****** *****

  

  Business Response

  Date: 12/23/2024

  A resolution has been reached in this matter as of 12/23/2024. 

• Initial Complaint

  Date:11/13/2024

  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.

  Do not use Jacuzzi, who goes under the name Window Works (first red flag.) The ignorant man who did my shower curtain rod put it in too high. I asked him to put it an inch lower, 3 times, and he said it had to be put according to 'code'. (2nd red flag) I bet you didn't know there were shower curtain code 'police'. I am elderly and only 5'1" now I have to wait for someone to come over to change my shower curtain. They said if they lowered (now they can do it?) now I would have 2 holes on either side that would show. $12,000 later this is what it is and they will not give me any compensation for their foollery. Who's fault is it if I fall backward onto the tile floor while I am trying to hang the curtain.

  

  Business Response

  Date: 11/19/2024

  Installation was completed as contracted on 9/15/2024. We have in good faith offered to adjust the shower rod and the consumer did not accept. We will be glad to schedule for an adjustment to be made and ask the consumer to contact us at their earliest convenience to discuss further.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22550950
  
  I am rejecting this response because:  I asked him to go an inch lower and he refused to do it.  Goes against a nonexistent code, but somehow now it can be done.  However, if they do it now it will leave 4 holes in the $12,000 walls and even they have said it will show.  I did not, in good faith, pay that kind of money to have holes showing. If they can't fix it without holes showing then I believe I deserve some sort of compensation.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/22/2024

  At the time of installation, the placement of the shower curtain rod was discussed with the customer and agreed upon. The customer also signed the necessary documentation acknowledging the completed installation.  We have offered to lower the shower curtain rod to accommodate the customers preference. However, the customer has declined this solution. 

• Initial Complaint

  Date:03/11/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 03/23/2024

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

• Initial Complaint

  Date:01/30/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/25/2024

  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.

  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

  Date: 02/06/2024

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

• Initial Complaint

  Date:03/02/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 03/15/2023

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

  Customer Answer

  Date: 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

  Date:01/04/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/27/2022

  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 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 Answer

  Date: 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

  Date: 09/21/2022

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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.