ComplaintsforBath Planet of Chicago

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bath Planet installed a shower in my bathroom and it is not compliant with the ADA *** base floor is dangerous and I have a contractor look at it and agreed.I am a senior and live in a retirement community and when I call **** they will not do anything. ***y have a two year money back guaranty and they refuse to do anything. *** contractor I asked to look at it said I could use his name. It is ********************* and sons P ************ *** shower was installed June 20th 2022 I have called and sent them a certified letter which they ignored sent July 29 2022. *** plumbing in the wall is not secure and they said to late now all covered up by the installation. I can't use the shower because the base floor is slanted by one inch per foot which makes it dangerous to walk on especially when I wash my hair and can't open my eyes. I have talked to a person named *****, ***** and *****, at Bath Planet with no proper answer just excuses.*** board members here at Carillon Lakes agreed it is not acceptable and against the ADA ***** ***y agreed it MUST be replaced.

  

  Business response

  10/06/2022

  The shower base was inspected, and has been found to be installed to BCI standards. If the customer would like there base remade and replaced, there will be a charge as there was no defect found in the base at time of inspection.

  Customer response

  10/11/2022

   
  Complaint: 18046339
  
  I am rejecting this response because: they are not *** ********** I live in a *** senior community and they are in violation of this code. They refuse to fix their problem.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/24/2022

  Bath Planet Installation Project manager has reviewed customer HOA bylaws.  Project manager has not found a bylaw stating the shower needs to be ADA **************** Bath Planet requests written confirmation customer is referencing showing shower is required  to be ADA **********  

  Customer response

  10/30/2022

   
  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,
  
  ***********************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1-8-2022 was contract date. price was 8000$. one of the contract points was a full 2 year warranty and a money back satisfaction guarantee if we are unhappy with the product. Firstly, they say that they use a special seal that prevents mold and mildew and we have had it growing on the seals basically since we got the tub. They want to charge us a fee in order to come and take care of it. Secondly, we have a small crack in the tub next to the drain and when we told them about it they asked what products we use to clean it. I know my wife cleaned our old tub with magic erasers before but apparently those can "crack" acrylic tubs somehow. I was unaware of this and told them that my wife uses magic erasers, however she told me she only uses **** dish soap on this new tub because thats what they told her to use. As soon as i told them the magic eraser was used, even though i was incorrect, they immediately denied repairing or replacing the tub because it was on the banned list. After talking to my wife she told me she has never used it and when i asked why it was getting denied i was told that chemicals in the magic eraser pooled next to the drain and cracked the acrylic. I have been trying to contact ********************* the head of the repair department and also ************************* a sales manager for weeks and they never answer my calls or return them. I have received one email in that time from ******* saying they will not cover any of the issues. So now we have thousands of dollars owed on a loan for a bathtub that is cracked and covered in mildew and we are getting no help at all from the company that sold us an obviously defective product.

  

  Business response

  01/19/2023

  We provide all of our customers a list of cleaners that can be used on our products. Unfortunately a chemical that cannot be used to clean the product was used and caused chemical cracks. We presented this to the manufacture and the warranty is void due to the products used for cleaning.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Had contract for$13,000 whit bathplante to change the window in the bathroom, change the bathtub, the liners around the tub(3 walls)and the shower head, the faucet. The salesman ****************** when he came to our house told us the product top, of the line excellent quality and they use a high paid installers to do the job. If we not satisfy whit the product or the their sixty days money back guarantees no equation ask, hassle-free.and the window a $2000 window and he will pay for the city permit. When they installed the window it was cheap quality around $200Icalled the salesman ********** told him this not the quality window you told us about and we had an argument he hung-up on me.so I called the company and their reprsatitive ***** call me back and i told him we no going ahead whit the rest of the project this not the window we agreed on he said their line of work is tubs bath, I assure you the rest of the work it going to quality and the finish product will excellent we agree to finish the job. After they install the rest of the job. When we try to use the tub, the base of the tub was curved upward their not enough flat surface to stand on ,you have to bend your heel and toes to stand upward it was painful .so I called bathplante and told them about the defective tub. ***** call me the next day and said if we have to come out it will be extra charge ,so I went to the village and ask why was no inspector come to inspect the work they told no one applied for permit the village took copy of the contract and called tubeplate. The same day ***** called me and said tomorrow he is coming to check the tub. He come I told him go head stand in it he said I see it it not suppose to be like this so I went in the top and showed him how the feet's have to sendup **** to be able to stand which made painful and unsafe ,I showed him the rest of the work where the faucet was not straight , shower head ,cheep, one of the panel was two pieces instead of one took pictures.

  

  Business response

  09/19/2022

  We came out and inspected the installation and products. Per our inspection, we didnt find any defective product that needed to be replaced. Nor did we find that we hadnt fulfilled our contract per contract. All products installed are installed well above industry standards. Bath Planet has fulfilled their end of the contract.We will not be replacing any of the contracted products that are installed within the home. 

  Customer response

  09/20/2022

   
  Complaint: 18020998
  
  I am rejecting this response because:
  
  Sincerely,
  
  Rizeg Aburizeg

  

  Business response

  09/23/2022

  Our Installation Managers assessment was that the project was installed to the contract.

   

  We strive to operate our company within all state codes and regulations.  We apologize for the inconvenience our permit department made a clerical error. We do apologize for this. We are working to make the proper corrections with the municipality. 

  Customer response

  09/27/2022

   
  Complaint: 18020998
  
  I am rejecting this response because: the quality of the work and the product is very bad is not  what we been sold and what their catalog says ,the contract called for permit from the village of Berwyn which they never  obtain it until today sep,27,2022 they installed the work Aug,23,20223 all they been telling ** is excuses(lies) we been lied to offer and offer again. we try to solve the issue peacefully they do not wanted this why we decided to take it to court. Thank for all your help
  
  Sincerely,
  
  Rizeg Aburizeg

• Initial Complaint

  07/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In on May 14th I payed ******* down for a shower restore costing ******* that would happen in June. I was told that someone would contact me on a start date the following week that didn't happen. I called 3 weeks later and I was told they need to send out a 2nd person to measure the size of the shower area. he came out 2 days that & told me that some would call the next week to set the install date & it would be in 2 weeks. They did call and said it would be in July because they were booked. I was told by ********************* they would work out a discount once the work was completed.On July 22 two installers came out started the demo work by pulling out my old pipes for the shower head & hot/cold handles & removing the wall tile. A 3rd person arrived with the materials maybe an hour later. It was close to 12:30 while I was in my den I stopped hearing any noises I went out to find that all 3 contractors had left my home without a word to me. Also the had taken my vintage hot/cold water handles & a new shower head a had purchased that I wanted to reuse. I called the company office and they ****'t aware of the contractors leaving. They called me back and said they couldn't complete the work because the shower basin wouldn't fit due to the outer walls of the shower entrance being concrete and they couldn't remove them. Bare in mind someone had been out twice to inspect the shower entrance. "*****" told me that they would get a new basin made & he would call me on 7/23 to give me the new installation date. I emailed ********************* asking for a 50 % discount due to all the delays and confusion due to me now not having a working shower. ***** called and said that he and "*****" saw the email and ***** said that he wouldn't give me 50% off. I emailed **** on 7/26 about the *********** said he would talk to ***** and have him contact me. As of EOD yesterday no one as reached out to me after a full week, I emailed **** back yesterday evening with no response back.

  

  Business response

  08/03/2022

  As can happen in any remodeling project, we found an unexpected support wall when we did the demolition.  The base we brought with would not work.  We have placed a call to the customer to schedule the install with the new base.

  Customer response

  08/03/2022

   
  Complaint: 17646511
  
  I am rejecting this response because: I not received a phone call since 7/22 after I complained about the contractors left my home without telling me that they were leaving. I was told I would receive a call on 7/23, no calls up to this moment.  The walls in question have not been touched so this should had been known before the demolition started after 2 people came out and inspected that they couldn't be removed.  Also why did they pull out the plumping before inspecting the walls leaving me without a functional shower and a face bowl that's connected in my main bath room with low water pressure. 
  
  Sincerely,
  
  *****************

  

  Business response

  08/05/2022

  *************, has been called and spoken to by 2 members of our team this week.  There has been a change order sent via email addressing the issues that were discovered during demo (emailed 2 days ago) and materials have been ordered to install the revised job.  When the change order has been signed by the customer we can schedule installation.

  Customer response

  08/09/2022

   
  Complaint: 17646511
  
  I am rejecting this response because: I was told by ***** that I would get a discount after the first delay with the installation date that was pushed out a month because no one contacted me after the original contract was signed. He called me on 8/4 and said he would call me in a day or so with an update on the new order, there was no mention of signing a new contract. Later that day ******** called and said I need to sign a document, I wasn't told it was tied into placing the new order. I rejected the contract because there isn't any mention of a discount for the initial agreement for a discount. After I responded that I wouldn't sign it I got a reply today stating that there would not be any change in the price. I fill this is not was agreed upon and I won't sign anything until I get something in writing on a discount for the delays, lack of communication & an inoperable shower.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bath Planet "We're not plumbers". Here is what the ********** Bath Planet left ******************* with earlier this week. They showed up on Monday morning, removed the existing shower and then told my 77 year old mom that we're not plumbers and that she needed to find someone to relocate the plumbing. I had told them that there was some redneck plumbing under there and wanted to be sure that was not a problem. I was told as long as there was no electrical or HVAC that would need to be moved that everything was included in the $13,300 quote. They left the concrete on the lawn, a trash bag of materials in the bathroom and did nothing to protect the existing floor. The shower door was also left behind as they returned to ********** with only the fiberglass surround that was removed.As a shop teacher, I would never accept this type of service or work from any of my students. When I called **** the sales/customer service contact, he said that none of their people wanted to travel to ******** to plumb the shower.At this point, I said cancel the job and return my mother's deposit and I would finish the job. He said he couldn't do that. After some back and forth he agreed to cancel the job and that they would be keeping the $1500 deposit. 2 hours worth of work I guess is worth $1500 in their mind instead of doing what's right. Bath Planet is definitely "not plumbers" and definitely not on my list of recommended professionals to hire if you want a job done right.They did finally contact a plumber in ********** but I had already completed that part of the project and will continue to finish it this week.

  

  Business response

  08/03/2022

  We stand by our work and complete it, but the customer completed the project without us.  We need the deposit to go towards the materials we purchased for this job, although we spend more than $1500 on materials.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning we were lied to salesman came didnt have any samples just pictures told us it was a big job two men were gonna handle it all day long had to remove everything out of the bathroom. did that a 21 year-old kid came finished the job in six hours the caulking was terrible the drain was crooked couldnt get water from the Spicket at all we had to have a plumber come because of the smell and have someone undo the showerhead because we couldnt get any water so we have a plumbing **** and they took a rainmaker showerhead and put in a five dollar shower head in for us this was over $14,000. Had the salesman come back and said it was a terrible terrible job took pictures and they decided to put a whole new shower in for us. the kid said that if I didnt like the caulking job he handed me a whole thing of caulk and said you can slap some more on it if you want so we contacted them and They decided to put a whole new shower install with a $1500 credit their exact words! also told us that they were going to send a guy that had worked for him for years and it would be done properly. A guy showed up that had worked for them a month, he had been doing this kind of work for a year. He also said it was a terrible job but he didnt have any of the supplies that was supposed to be put in for a new shower all he had was walls no new showerhead no new shelf he didnt know if he could even take the ones out and save the one that was there. We called them and they fought over and fight over it ***** and **** both had to get on the phone and all they did was make excuses up for each other saying it wasnt what I expected it wasnt my expectations this is what they were decided to do this was not a new shower install this was slapping another thing over the walls and being done no supplies were with the gentleman that was supposed to do it ******* was his name and he said it was a terrible terrible job c*** everywhere the drain was full silicone. We sent them away.

  

  Business response

  08/03/2022

  We are scheduled to do a complete demolition and reinstalltion on August 12.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bath Planet was supposed to install a new shower stall and fix floor around the stall that was water damaged because of a hidden water leak.. Iwrote them a check for $5,450 on No 26 2021. They came about 3 weeks later and removed existing shower and replaced with same size shower. They done nothing since except to install glass in March 2022. There has been many phone calls and promises to no avail. I also wrote a check for $5,450 on their promise to finish work. Which was my big mistake. Still more promises. I am 88 and do not have finances to throw away. I am trying to download pictures and texts that will tell their own story. Any help will be greatly appreciated. *******************

  

  Business response

  05/12/2022

  Bathplanet will reach directly to the customer within 3 business days to work on a resolution.  Thank you.

  Customer response

  05/12/2022

   
  Complaint: 17102906
  
  I am rejecting this response because:   They don't follow through. They have told me many times they would do this or that and thats it! Their word is worthless. I need something concrete to go with. I am at a loss for words to explain this situation. just refund for what work you haven't done. Thats all I ask
   
  Sincerely,
  
  *******************

  

  Business response

  05/19/2022

  We spoke with the customer today and they were unwilling to discuss further resolution with us.

  Customer response

  05/20/2022

   
  Complaint: 17102906
  
  I am rejecting this response because: They called my son told him that BBB couldn[ do anything to them as far aS the  contract goes. which I kne3w already.that was the first offer was to call in a couple days.they called and did not offer a solution. So we got somebody else to do it. which is a little late to be offering a solution now. But it is costing another $800. they can do that and I would sure be open to that.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a bath tub liner placed 09-23-2016. Price paid $2223.00. The time of sale I was told lifetime warranty and caulk will never mold. I also was not informed that I would get water underneath the liner. I have had them come out multiple times at which they wanted to charge a service call. I was then told well since we didnt do a full shower liner you would get large amount of water under the liner.Return calls from company takes over a week when the woman who takes the message says 24 to 48 hours. I have listened to instructions from company about what products to use to clean the liner but that doesnt matter for when your showering on what feels like a water bed. The sales men tell you anything to buy but when it comes down to service to bad. Your told to pay more or there is nothing we can do and your lifetime warranty is up. I am very disappointed in this product and lies.

  

  Business response

  04/18/2022

  All of our liners come with a lifetime manufactures defect warranty on the acrylic. Our caulk and craftsmanship warranty on liners is one year. Replacement tubs have the lifetime warranty.

  Customer response

  04/20/2022

   
  Complaint: 17025549
  
  I am rejecting this response because:
  The product is defective. A GOOD product/liner should not be getting water under it. never once did the sales man tell you hey this could get water under it. They have been informed of this many times over the past few years. They have come a few times to service it but want to charge a service fee. That is for a product they installed poorly.  I didn't realize that you pay that kind of money for something not to last longer than a few years. They are well aware of the issues of this product and do not stand by what there sales man are telling customers. THIS COMPANY IS TERRIBLE FOR NOT STANDING BY THERE WORD.   
  Sincerely,
  
  *************************

• Initial Complaint

  02/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Tuesday, January 25th, 2022, I signed off on a contract to work with Bath Planet. The total amount of this project was $11,220. The took a $3,220 deposit, ran on Wednesday, January 26th, 2022. I was aware that I could cancel in 3 business days to receive a FULL refund. After the 3 days I would be subject to pay costs of material. That weekend, I spoke with a few people that informed me the price was outrageous for the project I was getting done and decided I'd call Monday, January 31st, 2022 at 9am right away to cancel. I called 3 times that morning leaving a message for ***** the sales manager, to call me back. On the 3rd call I demanded he was put on the phone as I've left messages and this was a very time sensitive manner. After speaking to ***** he stated he would call the production plant to see if materials for my project were already started. If they were I would have to pay 25% of my total project, equating to $2801. He told me I would hear back from him that afternoon. I never heard back until the following day Tuesday, February at 5:30pm. He proceeded to finally inform me that my project had started and I'd be responsible for the material. I said I would pay for the material and asked when I would receive it. **** told me that do not give the material to me. This was not okay. If I'm paying for something I should receive it and none of that was written into the contract. He then told me that if I paid 50% id receive ALL the material. I asked him for a list of what the material consists of on Wednesday, February 2nd at 9am. I am writing this complaint on Monday, February 7th, 2022 and still have not heard back. The way this is being handled is horrible. They are not being responsive and I do not trust this company. I want my full deposit of $3,220 refunded to me and to move on from this. I am writing this from a work computer so cannot attach the contract. Happy to be contacted to forward it to the person in charge of handling.

  Customer response

  02/08/2022

  The Bath Planet in ********** is the location I worked with. They are open and in business. All business information originally submitted is correct. Thank you!

  

  Business response

  02/18/2022

  This job has been mutually cancelled.

  Customer response

  02/21/2022

   
  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,
  
  *************************

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 22, **************************** shower...would not install the hand held shower head I wanted Had to pay $75 to get it installed It was installed on July 3, 2021 I paid $5000 deposit on installation of walk in shower on May 13, 2021 and balance of $6500 on June 22, 2021 I paid a total of $11,500 for the installation of the walk in shower. I asked to have handicap grab bar on the wall before installation put on new walk in shower. They took the grab bar with them when they left and did not install it on back wall as requested. They installed a new grab bar on side wall but did not install the one to back wall and took it with them so I couldn't get it installed by anyone else. I would like to resolve these issues. I need a grab bar installed on back wall at no charge since they took mine with them without permission. I need a refund of the $75 paid to get the hand held shower head installed later by someone else. They need to make it right since they didn't do it right

  

  Business response

  08/17/2021

  ************* -

  As we were instructed to not install that item at the time our installer was there we do require a $75 fee to return to the home.  The best process for this is always the one-day installation!

  Thank you for your understanding.

  Bath Planet

  Customer response

  08/23/2021

   
  Complaint: 15709199
  
  I am rejecting this response because: I was assured they would install the hand held shower head and also when I asked them to put the grab bar already there to the

  back wall I was assured they could do that for me.  Now they want to say they didnt have it in contract so it wasn't done. If it was not something they could do they

  should have told me that when I asked them while installing new shower. I could have than asked for the grab bar and had it installed by someone else. I did save the

  hand held shower from being thrown away and had to pay someone else to install it.  I was told they would and I trusted they were a good business but was not treated

  as a valued customer and I paid alot of time to have it done right. I could never recommend them to anyone and I am very disappointed they lied to me. I think they should

  be made to give me my $75 back I had to pay to get hand held shower head installed. The sales person who did the contract assured me I could ask them to install it and they would be able to do it without a problem.  They are not a good business and its a shame they get away with lying to customers. 
  Sincerely,
  
  ************************* *****

  

  Business response

  09/13/2021

  ************* -
  
  At the time of installation you instructed us not to install that item.  Our process is a one-day inhome installation.  Any further visits are a $75 dollar fee.  We would gladly install the grab bar if that accommodation was made.
  
  Thank you for your understanding.
  Bath Planet

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