ComplaintsforNew Bath Today

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2024 we contacted New Bath Today and met with their sales Rep ********* Initially, their price for rebuilding a shower downstairs and replacing a tub upstairs was $48,000. We told him that was more than expected, so he lowered the price to $32,000. We signed the contract and were told they would contact us when the materials arrived. Due to scheduled travel on my part, installation was set for April 2024. Over the next few months we received 3 phone calls to review the materials ordered. The third call was finally correct.When the installer arrived, we were told the project would take about 4 days. During the install of the downstairs shower, a panel of material broke and needed to be replaced. The installer said he would need to go to ********* to get a panel. The upstairs shower was finished and we were told not to use it for 24 hours. When we did use it, the water splashed out from around the doors and got the floor wet. We were told that would be corrected. We called ****** and he came out to inspect it. He agreed and said someone would be out to "fix" this. Nobody came out until the installer returned to finish the downstairs shower the following week. When they installed the doors downstairs, we noticed that they didn't match the upstairs. We were told that it was because ****** didn't make the size needed for downstairs. The doors were so warped that they couldn't be closed. New doors were ordered (another trip to *********) and two weeks later, they were installed along with changing the upstairs doors to stop the leaking. I went out of town for a week . When I returned, I found the doors still do not close properly and the handles hit when closed. I have complained again and they reordered new doors and hardware, but it will take another week. It is now 2 months' after the original completion date. New Bath Today has offered a 1K refund but insisted that I agree to not take any other action. I declined their offer

  

  Business response

  06/21/2024

  We sincerely apologize that you have been inconvenienced with additional appointments to address the shower door concerns.  We have contacted our glass manufacturer and voiced our frustration with the glass coming in flawed.  As you mentioned, we have reordered the material and will be reaching out as soon as it is received to get this corrected for you. 

  Customer response

  06/21/2024

  The company's response is all well and good, however, they don't know when the materials will arrive or when they will be able to complete the job. This project was supposed to be completed in April and as of now, the shower is not safely usable. 

  

  Business response

  06/28/2024

  The material is to be delivered next week. Once it arrives we will have it inspected and call to schedule. We understand that this is an inconvenience but you should be able to safely use your shower in the meantime. 

  Customer response

  07/01/2024

  Two weeks later they have done nothing. New Bath Today called on July 18th to say they were handling the problem. They would order new parts and get the issue resolved. No further contact from them and my calls go to voice mail. At this point I will contact ****** and file a complaint with them also.

  Customer response

  07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  While the Company is still working on the issue, this is the third time these doors will be replaced. This project has been delayed due to materials breaking and parts not working as they should. They have been paid in full because I was led to believe that the issue was minor and was just an adjustment. Both showers have had major issues and required repair. Their representatives have agreed to "fixes " that they never provided ( i.e. fixing leaking doors) When I inquired about some sort of refund for the number of times they have had to come out and the days I have been inconvenienced, the office staff said they could only offer $1,000 (less than 3% of the project cost) but  I would need to sign paperwork agreeing to not take any further action against them. I don't think this is enough.
  Regards,
  
  *******************
  

  

  Business response

  07/08/2024

  We do understand your frustration in this matter as it is not efficient for us to continue to return to a property due to flawed materials. While you mention no fix was taken for the shower doors that were allowing water to escape.We did replace them with an upgraded door at no additional charge. Unfortunately, the glass panels came in warped. At that point we reordered and replaced them again. The shower glass panels have been replaced and now work as they should. We truly apologize, this has been such an inconvenience for you and you feel our offer was unacceptable. We do hope that you are now able to enjoy your new showers and keep in mind you do have a lifetime warranty should you need anything else. 

  Customer response

  07/08/2024

  istanceBetter Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [While New Bath has finally completed the installation of two showers, they still have not resolved all of my complaint. The showers do not have the same finish (one is chrome, and the other is satin.) They failed to finish the caulking around the downstairs shower. At this point I would rather finish the small thing myself and I can accept the different finishes rather than have them come back again. They offer an apology for the time it has taken them but insufficient monetary compensation. I think a 10% refund would be more appropriate and acceptable. In the meantime, I have contacted my lawyer. Thank you for your assistance.
  Regards,
  
  *******************
  

  Customer response

  07/11/2024

  I appreciate your working on this and realize you can't force the company to "make good" on their promises.  I thought you would like to know we have contacted ****** directly and they have indicated they Do Not offer a "lifetime" warranty on all items, only specific products. ****** said that if the New Bath is offering a lifetime warranty, it must be by them, not Kohler. They are going to research the company and try to find out if and how New Bath can be making this claim and will get back to me. It seems that New Bath is very good at giving the responses that appease the investigators (you), while not really addressing the issues. Thank you again for your work on this. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installation of shower conversion completed on 5/22/2024. Waited to use the shower for the recommended 24hrs. Attempted to use the shower 5/23/2024 and the shower pan backed up almost to overflowing in 3 minutes. The pan took 10 minutes to drain.There was no backup of the drain when the tub was in place prior to the conversion. Called New Bath Today that evening, and said they would refer to service in the morning. I received a call from the service rep on 5/24/2024, who stated it was a clogged drain. The drain was not clogged before the conversion, and at no time during the 3 days of installation did the installer inform me of a clogged or slow moving drain. He then said it would be "sometime after the holiday" before he could get any one out to look at it. He did not give a specific day or time. I was very surprised to get a call on 5/29/2024 asking how the service call went and if the issue was resolved. I left a message stating that it was not resolved as I had not been informed as to the date and time when someone would be there. Attempts to contact the service rep on 5/30/2024 have been unsuccessful as my calls go to voice mail which is cut off after 2 seconds. I want the drain fixed so that I can use the shower that I've paid for.

  

  Business response

  06/05/2024

  We sent out a plumber to assess this customers drainage concerns. The plumber reported back that there was a build up of a black sludge material in the plumbing lines (shown in the attached photos). This seems to have been a preexisting issue prior to our installation. It may have gone unnoticed since there was a bathtub in place prior to the walk in shower being installed. Due to this happening in the same time frame as our installation we have covered the cost of having their plumbing lines snaked and jetted.  We do apologize for any frustration you may have experienced and we are happy we could assist in resolving the issue. 

  Customer response

  06/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I appreciate *******'s efforts to resolve the matter quickly.

  Regards,

  ***************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 30, 2023, we contracted to have our guest and master bathrooms re-done with Kohler shower/tub representative New Bath Today. To date, they have torn out the existing bathtub and surround in our guest bathroom and have not returned to finish the job or refund the deposits totaling $4,000. They are unable to obtain a 54" tub to replace the one they removed since they cannot fit a 60" tub as contracted in the space.I want my bathroom put back together and a refund of $4,000.

  

  Business response

  06/07/2024

  We are currently working with the customer to determine what materials will suit their needs and the space available. Once we have come to an amicable solution we will update the response accordingly.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Oct 30, 2023 we spoke with a rep. from New bath Today about a bathtub/shower upgrade. The rep. took our info and we did an e-contract. We did not hear from the rep. or New Bath until Jan.2024 after I tried to contact the rep via text about a change in the door vs curtain. I heard nothing back from the rep until I tried to call the rep and then the office where I left a message. Finally I received a voice message from a different rep saying she was now our case worker and would like to talk. Our problem here is a lack of communication from the ********* original rep said the job would probably be scheduled the end of ********** new rep said our materials were on back order so the delay would be even later. Without any communication for such a long time, we sought a price for the job from another company and found their products and prices to be much less. I forgot that I had signed anything with New Bath since it was all done electronically and I had no paper in hand to refer to. After calling to cancel with New Bath, suddenly one of the managers is handling our order and reminded me I had an email contract and the cancellation time had passed with a fee. We have decided to pay the 20% cancelation fee and remain with the new company inspite of paying a fee simply due to the lack of contact we have experienced with New Bath. We hate paying the fee but do realize the e-contract is binding. What is NOT binding with New Bath is their concern with communicating with their customers. The least this company should have done was to contact us in Nov and again Dec to give us an update on our materials and job. We feel New Bath lacks genuine concern for their customers. We don't want others to experience this 'ghosting' like we have. Also, sending a copy of the e-contract would have helped in our case since we are retired, in our 60's, and are more familiar with actual paper in hand. This no excuse, just a consideration.

  

  Business response

  02/14/2024

  We have spoken with the customer and all matters have been resolved. 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $4,100.00 paid with a balance of $12,414.00 due.I purchased the Kholer shower system because I hoped it was a quality product. The lack of attention to detail by the installers may it look cheap. The shower head fitting leaks. The cover over the hole for the shower head is not flush with the wall, there is a gap at the top. The water control handle is slanted and not vertical. The contractor cut the tub in half and cut through the plywood subflooring across the seam. This allowed the plywood to flex down with pressure applied. The contractor then supported the subfloor by covering it with a piece of particle board. When this particle board get wet it will swell, buckle and twist. The potential for this system to function as designed has been severely compromised. This particle board should be replaced with plywood. I can not rest do to the fear of knowing this particle is going to damage my shower. 9A lack of respect for my home was displayed when they set their tool boxes and tools on my vanity that had just been installed. I had to tell them to use something to protect the top. This install began on November 8, around 8:30 a.m. I was called a week later to schedule a time for the evening of November 22. Then the scheduler called back to change the time to that morning. The contractors called around 3:00 p.m. to say they were coming to complete the install. That late in the day I had to prepare to leave town for Thanksgiving. It is now December 4 th and I still don't have my shower installed. Because of this, I feel this is a substandard product and this is a poor way to run a business. I will not use New Bath Today again and I would not recommend anyone else use it.

  

  Business response

  12/12/2023

  It is never our intent for a valued customer to feel that they have been wronged or disrespected. The material used for the subfloor is water resistant OSB not particle board. We have attempted to return to make the needed adjustments and install the shower door.  We have also attempted to reach **************** multiple times by phone, text, and email with little to no response. We have even offered additional solutions to please the customer and he has yet to respond. I have added screen shots of the email chain attempting to resolve this issue. I am not able to add screen shots of the text conversation due to data limits. 
  

  

  Business response

  12/12/2023

  I have added the images from the text log. There are three additional messages that I sent to **************** with no response. 

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  My issue is more with the floor material. The other issues have to be addressed also. 

  The communication log only show one with time and access. Whereas the other may not have either for periods of time. I am available now but I don't know too many people who advertise when they are out of the country. No one should ever tell especially when they're inaccessible. There are too many disgruntled people in the world. 
  

   There were obligations that could not be postponed. I had hoped to have the shower system completely  installed a month ago.
  

  It is advertised as being installed in as little  as a day.

  An email to ******* some time ago.
  

   Hi *******, I will be unable to call so our communications will have to be via email. 
  

  I am an Army Veteran who has been in stressful situations. Situations where you knew they were going to get serious and fast. The worst part was the anticipation, waiting for the inevitable. This is how I feel now.  
  

  This shower is expensive and I expect a quality product, all quality materials and quality service. I feel as if I have not received any of this. 
  

  I have had a water line rupture in my home before. By the time the water was discovered it had spread to three rooms. The floors were exposed to the plywood and dried with no adverse effects. But now I have to wonder when will this strand board in my shower be effected. One of the reasons some contractors use it is because it's cheaper than plywood. There  are some adverse properties associated  with the product when used as flooring. When used in high moisture areas such as the laundry room, kitchen and especially the bathroom. The moisture and temperature are constantly changing. Some contractors say strand board will swell up to 50%, overtime the peices come apart and the board will broke under pressure.
  

  Contractors should be held accountable for betraying the trust of the customer and their employer. You are trying to pass the eventual failure of this product onto the customer. By doing so, the contractor has tarnished the reputation of New Bath Today as well as that of Kohler Corporation. 
  

  My home may not be a multimillion dollar home. To me it is and those who enter should realize you only get one chance to make a first impression. By disrespecting my home, I was disrespected. These contractors are no longer allowed in my home. 

  A referable business would try at all cost to make the customer whole.
  

  I need the model number for the shower and the base .

  What I feel as a minimum to resolve this issue.

   Remove the existing shower and replace with a new shower.  The old shower will be damaged during its removal. The shred board removed and replaced with plywood and a waterproof material. For a total of $12,000.00   
  

  These prices reflect compensation for my time waiting for the installation, my mental stress resulting from this ordeal and the cost to have someone refinish and paint the walls.
  

  
  
  Regards,
  
  ***********************

  
  

  

  Business response

  12/13/2023

  The email that **************** has shared and stated that was sent some time ago was sent on 12/11. I am unsure why we are continuing to work this out on line. We have sent **************** a couple of options to resolve his concerns and we are just waiting on his response. 

  Customer response

  12/14/2023

  ******* and I have agreed that New Bath Today will,

  1. Replace the existing shower with a new one. 

  2. Add shower doors 

  3. Remove the strand board and replace it with 3/4" plywood 

  4. The total cost of $12,000.00

  

  Business response

  12/14/2023

  The previous message has already been agreed upon between both parties via email communication.

  Customer response

  12/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

  Customer response

  12/15/2023

  Please leave the complaint open. 

  New Bath Today is scheduled to complete all work on the 21st and 22nd of December. If there are any additional problems, they can be added to this complaint. By allowing a little more time before closing this out, I can make a better assessment. 

  Customer response

  12/26/2023

  My complaint was resolved on December 21, 2023 to my satisfaction. 
  
  It is my opinion that this company put money over the quality of anything. I have felt intimidated and bullied by the prior offers made to resolve this issue. I personally think a blind eye is turned on the quality of their contractors work. It's as if the contractor is not held accountable and the burden is planned on the consumer. 
   I do not feel as if the customer is valued at all. 
  I will never do business with New Bath Today again and I will not recommend them to anyone.
  
  I am a very dissatisfied customer. ...

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company had an ad and I was interested until I realized it was not for my state. They call me st least 3 times a day and have called up 20 times a day. I blocked them but they call from all different numbers I them have to block. They harass you once they get you number. I just want it to stop. They need to stop contacting me. It's beyond ridiculous.

  Customer response

  11/28/2023

  Here is more of the call log from the company 

  

  Business response

  11/28/2023

  Please accept our most sincere apology. There must be some sort of an error because we do not show that you have been contacted excessively like you had mentioned. We can add you to the "DO NOT CALL LIST" and no longer attempt to get you the information you requested. We do service your area, if you should be interested in the future feel free to reach out to us. Once again, we do apologize for any inconvenience or frustration this may have caused you.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/10/2023 we hired NewBath to do a two bathroom remodeling project.We are four months into the job and we are not able to get any response from anyone who we've been in previous contact with. Both bathrooms are unfinished and we were told by their area manager to get an estimate to fix all damages left behind by the installation team, however, that was the last communication received via phone call. I've uploaded 1 of 2 contracts for review (upload limitation due to size). Additional damages: staircase rail, bullnose ceiling, adjoining closet wall, drywall and baseboards. These are all the individuals I've been trying to communicate with.From: "*******************************" <*******************>To: ************************* <***********************>, "SBOrders" <**********************>, "*********************" <**********************************>Cc: "***********************" <*************************************>

  

  Business response

  09/21/2023

  ******************** is correct we entered into an agreement on 5/3/23 for a bath and shower installation in his home. The customer was not happy with the jamb-less shower door. Unfortunately, our manufacturer was having issues producing the doors with jambs at that time due their machine breaking down. It has taken longer than we anticipated to receive the replacement shower door. It is difficult to schedule a service without the parts. We have also agreed to repair any damage that was caused during the installation. Finishing drywall is above and beyond the scope of work, but we have agreed to do that.  We have an appointment scheduled for 9/28 & 9/29 to install a new shower door and finish the drywall. We apologize that this has not been a seamless process and the customer feels they were not a priority. That is never our mission. If you should want to speak further feel free to reach out to me directly at ************.  

  ***************************

  Customer response

  09/21/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********; however, I can't say that I trust their response. Until they have completed what was promised, I'll remain optimistic.

  I'll confirm what I'm satisfied.

  
  
  
  

  Regards,

  ****

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT USE THIS COMPANY: *** marketing is deceptive, the reps that came to the house (3 different times) to give a quote all looked at the same project and communicated different things to the home officewhich turned out to be a cancelled job by the company. *** company said that they couldnt do the project at the originally quoted price because it was more work than anticipated. Ok, I get it but it took 3 different occasions for them to come out to the house and make that determination (huge inconvenience to my schedule). And at one point I had to get onto FaceTime with the home office so they could see what was going on, and still they had to send someone else out just to tell me it wasnt going to work. Its been several weeks and many phone calls and I still havent received my deposit back. I think Ive been patient enough so now Ive taken to social media and the interwebs to express my displeasure. *And I dont want to hear Inbox or DM ** to help get it fixed. It shouldnt come to this to get results. -Aggravated Customer

  

  Business response

  05/01/2023

  First and foremost, we would like to apologize for your unsatisfactory experience. Multiple conversations and trips to the customers home were made in an attempt to find an acceptable solution that met his expectations while staying within his budget. Unfortunately, we were not able to come up with a viable solution. For that reason, both parties agreed to cancel the project. At the time this complaint was submitted the customer had unknowingly received our cancellation agreement via email. I communicated with him over the weekend. He then found the agreement, signed, and returned it. We have since refunded his $1,000.00 deposit. 
  
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Bath has cancelled install on two occasions now.There are many things going on such as new carpeting, electricians, etc. to which we have had to schedule around twice now.The last cancellation created quite the stir. There was deception and this does not sit well with us. We do not trust them to install anything in our home at this point. If I cant trust the company to be honest ( and their employees) I certainly cannot have them in my home.Both my mother and I signed the agreement for the shower install. My mother lives alone and is 83. She cannot have people in her home that have been dishonest.She was told as was I that there was a crack in one of the shower sections.so hence the delay in the 2nd install attempt. The sub contractor called and left me a voicemail which I still have. He stated he had a funeral to go to and was sorry for the reschedule. So, Im not certain which it is but someone is lying.Why wasnt the crack detected in the shower section before the first install date came and went ?We have given New Bath two bites of the apple, no more.The reason for me writing to BBB is because I had called ****** this morning to figure out a path forward. She demanded I let her hear the voicemail from the sub contractor. I said I wanted our money refunded in total first. She said we had to pay %20 of the total project in order to cancel. The total project was just over $14,000. She was furious the sub contractor had reached out to us. I am more than willing to share the voicemail.She literally yelled at me. I told her I would pursue BBB to that she said they had attorneys that will go after me. The BBB is for the people to have some kind of recourse against poor business practices. How can you threaten someone about reporting to the BBB.

  

  Business response

  02/08/2023

  Thank you for your feedback. Know that we take full responsibility for the inconvenience we caused you and your mother, but want to dispel any notion that we were dishonest in our dealing with you both. Prior to our first attempt to install your new shower, the crew scheduled to be at your mothers home discovered a defective wall panel on the job they were on earlier that week. Our crews inspect all materials before leaving the warehouse. However, the defect in this case was not detectible until the panel was wiped down and cleaned after being installed. The crew did the right thing by removing the defective wall, traveling back to the warehouse to pick up a new one, and reinstalling. Unfortunately, that extended their time at the customers home and required us to reschedule your installation. In an effort to move your mothers installation forward, another installation crew was scheduled. We run two-man crews and, sadly, one was notified of a death in his family and wished to attend the funeral resulting in the second rescheduling. Its important to note that we moved your installation date forward a full month from the original estimated installation date in an effort to accommodate your mother. Had we just left that date as originally promised, we likely would not be having this conversation today. Thats on us. With all of that said, there was certainly a communication issue which seemed to have caused confusion for both you and those within our own ranks, something we will take as a teaching moment to help improve our processes. On the subject of communication, we certainly dont condone yelling or using threatening language when speaking with our customers, so your suggestion that that took place compelled us to pull all the calls between you and the representative you spoke with. Thankfully, we didnt find any evidence to support your claim but will continue to ensure our representatives exercise respect and professionalism in all aspects of their work.
  
  As of this writing, we have already agreed to refund your mothers deposit in full and wish you and your mother well.
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a walk-in tub with a shower installed May 12, 13 & 14 2022, paid $21,397.00. We did not use the tub or shower until 5/19/22 (letting the installation set up) and found that there was a leak. The installer came in to repair the leak. But the installer had to return a second time on 5/27, a third time on 6/13 a fourth time on 6/30 without fixing the problem. We called again and they promised to come in on 7/2 and never showed . they came in 7/6 and 7/7, added trim and still leaked Finally they found the leak on 7/20 and advised they needed to order the part. To date I have not heard from them nor can I make contact . Can't use the tub or shower and I need some help to either fix this unit or remove it getting a full refund.

  

  Business response

  07/28/2022

  This customer is correct that there have been issues with their Walk In Tub.  However, we have been out multiple times to attempt to correct the issue. It turned out there was a faulty part on the tub. Unfortunately, we had to wait for the part replacement to come in.  However, we have been in constant contact with the customers and have an appointment scheduled for Service 7/29/22 at 9:00am.

  Customer response

  07/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  

  Today he brought a certifed plumber with him. The plumber was able to find and correct the ongoing leak, also found that the water coming from the door is a seal issue and has ordered a new door to correct it.

   

  If only a plumber had been brought in after the second failed attempt on the leaks and the door, it could have been fixed five or six weeks ago.

  We are pleased with todays work.
  

  Regards,

  *************************************

*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. ↩