ComplaintsforNew Bath Today

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job started in may 2022.was not done ******.wrote check for ********* then stop payment on check.he said he would finish the job to our satisfaction. He then took ********* out our bank with out our saying it was ok.he stole the money and never finished the job.

  

  Business response

  07/05/2022

  We have been in communication with this customer to remedy their complaints. Unfortunately, the Mrs. is too large to fit through the shower door.  We agreed to remove the door for them and reinstall it at a later time. We also gave them a significant discount of $3,500.00.  We had the door removal scheduled and the installer was involved in a motorcycle accident and broke his ribs. The date we rescheduled it for the installers infant grandson was murdered. Its been on the news in *********.  We do apologize for the inconvenience and will get this taken care of.  Situations like this are not something you can plan for or schedule around. 

  Customer response

  08/05/2022

  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.]

  The shower seat that was moved 2 weeks ago has pulled away from the wall.my wife almost fell into the floor.these people do not care how they do a job.

  Needs to be repaired.
  
  Regards,
  
  *******************************

  
  

  

  Business response

  08/05/2022

  We have service scheduled for this customer for 8/8 to make repairs to their issue. We absolutely do care about our customers. 

  Customer response

  08/09/2022

  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.]
  
  Regards,
  
  *******************************
  

  

  Business response

  08/10/2022

  Our Technicians job ran over yesterday. He tried to call the ***********, there was no answer, a voicemail was left but the call was not returned. He was able to reach them today by phone. However, they are not available today or tomorrow. So, this is now scheduled for Friday. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting your assistance to expedite fixing a tub to shower install that commenced on 6/13/2022 at **************************************************************** (contract total $14,340) for customer *****************************. It was supposed to take 1 day and is still unfinished 3 weeks later. We anxiously anticipated this install as this would allow our mother to return home following a rehabilitation stay. Unfortunately, we were left with an unusable shower. There remains open / damaged drywall and no shower dock. We have reached out to the salesperson *************************, the Project Manager ******, and ************* in **************** with no resolution to date. Every day our mother is not able to return home is another $191 in rehab facility fees. New Bath Today oversold and underdelivered. The quality of the workmanship is deplorable. Prior to deciding to move forward with New Bath Today, I questioned the salesperson on 4/21/2022 regarding how the vertical edges of the shower would be finished and his response was, Our walls are going to come to the edge and will not expose any other product. When it is finished, it will look like we never touched it. Our stone panels are beveled on the edges so that keeps them clean so we do not have to caulk or put a trim piece over it like other companies. This is obviously a huge oversight on his part and quite misleading to a consumer. They did indeed use plenty of caulk and trim.

  

  Business response

  07/07/2022

  Tell us why here..The person that is filing this report is the daughter (********).  ******** is not on the contract or signed the contract.  ******** has stated that she is the *** and has not given us the documentation that we required to speak with since her Mother is only one that signed the contract.  She is stating that they can not bring her mother home until the shower is usable.  They can use the shower they are just choosing not to use it, and bring the mother home.  The Field Manager has ordered a special part to cap off what she is wanting fixed.  We have been out there numerous to complete their request to fix their issues.  The pictures that were submitted are not the same ones that I have attached.  The pictures that I attached are from the Field Manager that was the one actually fixing the issues.  ********** complaint about the walls they chose not matching up.  The mother was given samples from the sales rep to choose.  They chose the white brick pattern.  The white brick pattern does have beveled due to it being a brick pattern.  ******** was also there when the sales rep was present.  ******** has not been to the house to actually see any thing that has been completed. The brother who also not on contract has been the one at the house while we were there.  So ******** is getting her information fro her brother and is not accurate.  We scheduled a service for today, but the brother stated that we can not come into house to do anything unless the one part is in the Field Managers hand.  It has hard to communicate with 2 siblings when one is not there at all and we get different information each time.  We should have their issues resolved today.  We are doing our best to get this handled with the siblings even though they are not on contract. The are also stating that the installation was supposed to take 1 day.  No where in our contract does it guarantee 1 day installation.  I told her that our showers are average 1 1/2 - 2 day installation.

  Customer response

  07/13/2022

  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. 
  

  New Bath Today continues to distort facts, which proves their lack of integrity.  They never requested me to provide proof of ***** of *************** I can do so if required, however I dont feel via the BBB is the proper forum for transfer of that information.  They happily accepted deposit money from me (picture attached) and didnt have a problem communicating with me through this entire process until I posted a negative review of them on google.  On 7/1/2022, ***********************, Production Manager, threatened via a phone call to not communicate with me further.  They have never tried to contact my mother,which Im certain can be proven by pulling dialer logs on their side.  Their system supposedly records all calls and texts as well, so that is another resource for investigation if needed.

  The shower was not usable as the wall was open until a cap was installed on 7/8/2022.  Of note,there is only 1 full bathroom available in the house.  It seems obvious that the humidity of a bathroom getting behind a wall could cause a future issue.  Also, we were not comfortable subjecting my mother to installers being in the house considering her health situation and the current pandemic.  I have attached pictures showing the work completed by end of day on day 2, 6/14/2022, and end of day on day 3, 6/24/2022.  Thankfully,pictures today are timestamped, so there is no disputing how things were left unfinished on those dates.

  My mother was not present at the sales presentation on 4/18/2022.  She was in in-patient care at **************************************** in *******. If proof is required, I can provide that as well.  The issue is not with the tile selection, but rather how the product was installed. *************************, the salesperson, assured me via text on 4/21/2022, that the tile would come to the edge of the wall and no trim piece or caulk would be necessary.  This is not the case, as there is trim and caulk.  We were misled as to how the final product would appear.

  The Installation Disclaimer (included in attached document)clearly states that, most of our customers really appreciate knowing their bath can be completed in just one day. At times, we run into unforeseen conditions when doing a bath remodeling project and because our first priority is ensuring you have a quality job,there are times when a bath remodel goes beyond 1 day.  ************************* assured me that this was the most standard of all tub to shower conversions, and to not expect any issues.  All of the issues encountered are due to New Bath Todays careless/faulty workmanship.  Theyve now wasted at least 22 hours over the span of 4 weeks to complete a 1-day job. The company is called New Bath TODAY, not tomorrow, or a month from now.  My mother is recovering from back surgery and this project was a step toward gaining independence, but instead its been an intolerable and costly delay for which New Bath Today has offered zero remorse and minimal compensation ($500 inconvenience fee - see attached contract amendment) for the initial 3 weeks' delay in starting the project.

  Here are the contacts I have reach out to at New Bath Today for resolution:

  1.      *************************, Sales.  Phone: ************.  Email: ***********************

  2.      ****** (Customer Service?).  Phone: ************

  3.      ***********************, Production Manager.  Phone: ************.  Email: **************************

  4.      ******, Field Manager.  Phone: ************

  5.      **** & *********************, CEO & President.  Email: ***************************,**********************************,**********************************

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

  

  Business response

  07/20/2022

  I would like to respond to ********** complaints.  One complaint was that her mother was not there during sales demonstration, but the contract is signed by her mother (pictured attached).  Another complaint was about the trim and caulking.  The customer's home was built in **** and have never been updated so therefore we could tear off their wall paper and tile.  Our wall system could not meet up with the wallpaper.  In order for everything to meet up we had to place a piece of corner trim to meet due to wall paper and their tile.  In every installation that we install in all the 6 states that we are in we use caulk.  In every wall kit there are instructions on how to install the walls and it states to use caulk.

  On the complaint about 1 day installation New Bath was actually a month early for their installation date.  Per their contract (picture attached) the installation approximate start date wasn't until 8/3/22 and the end completion date was 8/5/22.  The contract states that the installation had an approximate installation time frame of 3 days.  New Bath could only communicate and coordinated with the sister that lives in another stated.  Then the sister has to communicate/coordinate to the bother that is the one that has to be at the house.  It is extremely difficult to schedule someone out there when we have to wait for a response from bother to the sister then to use.  Per our contract it states that interfering with access to the home.  It is difficult for the installers to bring their tools to the home to complete the project due the the brother's truck blocking the drive way so we can not park close to the house.  The customer's also requested the first installer not to return to the customer's house the next day with the product.  Since the installer was not allowed to return we had to rearrange our installation schedule to try to get another installer out there.

  The customer's also asked the field manager to fix a leak that had nothing to do with New Bath.  The field manager agreed, completed, and did not charge for this. The customer still has not paid the balance of $11,340.00, and per the contract it states the payment is to be paid on completion of installation.  It was completed.  The field manager has tried to reach out to collect payment and no return calls.  The customers have not contacted anyone about any type of discount.  I would not opposed to giving them some form of discount, but they have never ask anyone for this.

  Customer response

  08/01/2022

  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. 
  
  I can provide truth to dispute every point New Bath Today presented, if necessary.  Please note:
  1. They are not addressing the actual concerns that I raised about poor workmanship, deceptive presentation of what the finished product would be, and timeliness to complete the project.
  2. They are giving "smoke and mirrors" arguments to change the topic.
  3. They are lying to the Better Business Bureau, which I feel your organization may take issue with.
  I was not complaining that my mother wasnt at the sales presentation, but simply stating a fact to counter the statement they made that she was present.  Also, restating that the salesperson assured us that the tile would come to the edge and there would not be a need for trim or caulk (see attached text message reference dated 4/21/2022).  The installation was not a month early as in the contract it says it will be done in next 2-3 weeks (see project description section of contract and text screenshot dated 4/26/2022).  The installers never asked for use of the driveway, and in fact, they blocked my brother from leaving the driveway, which is a hazard.  The house is located on a cul-de-sac, and there was plenty of other space to park their vehicle, but they chose to block the driveway.  The work that was completed by 6/14/2022 was unacceptable, and therefore I did request that the previous crew not return to cause further harm to my mothers house.  In the installation disclaimer,it states when a bath remodel goes beyond one day, rest assured that your project is our top priority and takes scheduling precedence over any other project in the works.  This was not the case, and they didnt even confirm that they secured all the necessary materials to complete the job until 7/7/2022 at 2:38pm ET.  Please note, the field manager did not fix any leak, which was caused by the install of the downstairs toilet completed by New Bath Today (they disturbed the packing on the shut off valve which in turn caused a leak).  We have not paid the balance as we are still running into continual issues with the workmanship.  This has been communicated via text message to the field manager on the following dates: 7/8/2022 and 7/24/2022.  He has made no attempt to contact anyone in our family since 7/14/2022 (see text screenshot).  We would like resolution to the install issues that remain (including a shower *************** at varying heights - over an inch different) and consider this a formal request for a significant discount related to all of the additional problems they created, including:damage to doors and walls that were on the path to the bathroom, wrong grab bars installed and now the correct ones wont fit over the existing holes they drilled, and the amount of time/effort we have had to spend resolving this.  Keep in mind that this project was due to a medical necessity.  The initial install delay was 2.7 weeks, and it took an additional 4 weeks to get to the shower dock install, amounting to 6.7 weeks, at a cost of $191/day to keep my mother in a rehabilitation facility, amounting to $8,957.90.
  At this point, I feel that the BBB has enough information about the breach of contract, quality of workmanship, ongoing lies New Bath Today told us as their paying customer, and the lies they told to the **********************.  However, if you need additional information, I am happy to oblige.  I would like to have a functional, reliable, cosmetically accurate walk-in shower for my mother and compensation for multiple inconveniences.  To date, we have never received an installation survey listed in the customer expectationsdocumentation included with the contract, which they claim to provide on completion: Upon completion of the installationwill be asked to complete an installation survey, nor have they provided any paperwork on care,maintenance, or usage of the walk-in shower.  I fear the day I may have to contact them for any warranty related concerns considering my experience thus far.
  
  Regards,
  
  *****************************
  

  

  Business response

  08/03/2022

  Tell us why here..********,
  
  I am not sure what you are referring to on New Bath being deceptive and trying the smoke and mirrors.  However, I would like to resolve these issues with you. 
  1.     I do agree the area around the shower area left some rough areas. From what I understand that has been taken care of. It also appears the wallpaper prior to install was starting to come loose. I will add photos for your reference.
  2.     I do understand that you needed the shower installed asap for your mother. I am sure you are aware supply chain shortages make expediting jobs very trying in these times. I apologize we could not complete the installation sooner for your family. The standard customer would have had to wait until at least August. So, I promise we did expedite your job as quickly as possible. I also, see a note in our system that ***** made sure you were aware there was an issue with the paperwork and it would not be possible to move as quickly as you would like.
  3.     When installing a toilet, it is a plug and play situation. We did not replace your shut off valve. We simply turn it on and off. It does appear the shut off valve is rather old and may have become faulty. However, we did take care of the issue as soon as we were notified there was an issue. Once again, I apologize this took place.
  4.     Your concern on the shower rod. That is a tension shower rod and can easily be adjusted. Being there was no shower curtain available to hang. Without it, we would not know the height you would like it placed.
  5.     I do see the dings and scratches on the wall and would glad to reimburse you for those damages. I believe that is two dings in the wallpaper/drywall and a scratch on the door?
  6.     Grab bars not being correct -we installed exactly what was selected and that is what is on the agreement. The sample photo that was shown at the Sales appointment is not the exact selections chosen for your mothers shower.
  7.     At no time after the installation was the shower unusable and deemed your mother staying in the care facility. The dock not being installed was due to availability, but we wanted to install as soon as possible.  This does not make the shower unusable.
  8.     You have not received sign off sheets because your brother refused to sign them.  That would include the documentation that you are requesting.
  9.     Currently, the balance due is $11,340.00.  We can offer you a discount for your frustrations.
  
  My name is *************************** and I am the Customer Experience Manager. I apologize that your experience has been less than great. I have been out of medical leave, but I am now available and would like to work this out with you directly rather than using the BBB as a mediator platform. You can reach me directly at ************.

  Customer response

  08/09/2022

  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. 
  
  ******* - While I appreciate your attention to this matter, I would like to continue documenting remediation via the BBB.  Its unfortunate that I had to pursue this route, but had New Bath Today owned up to mistakes, delays, and poor workmanship in the past 2 months, this could have already been resolved via other means.  Its deceptive to take pictures of a supposed finished product and share with corporate when there is clearly work left undone, i.e. the wall remaining open and exposed to moisture on both 6/14/2022 and 6/24/2022.
  1. The wallpaper was not coming loose prior to the install.  See picture provided from late April 2022.
  2. The salesperson clearly oversold the timeline, which I have previously proven via text screenshots.  ****** eventually informed me that the walls were the reason for the delay as they had a defect.
  3. I did not say that you replaced the shut off valve on the toilet.  I stated that the packing was disturbed and not monitored for any subsequent leaks.  We hired a plumber to replace the valve.
  4. I confirmed this is a tension rod.
  5. I can provide many more pictures of damage in other places.  Since BBB attachment limits dont permit, I can share via email.  Please share your email address.
  6. The salesperson made a mistake on the grab bars on the contract.  I wanted exactly what he shared via a photo he had dated 8/24/2021 (see attached reference).The consumer would not know the exact part number/name that needs to be included on the contract.  I was able to correct numerous other mistakes he made on the contract prior, but that item I cannot be accountable for.  I can forward an email thread with him documenting all the mistakes prior to signature.
  7. The shower was unusable as the wall was open to moisture.  See pictures dated 6/14/2022 and 6/24/2022 after workers had left for the day.  Please provide your General Contractors license and Master Plumber license along with the license numbers of the staff that worked on this job ***** ****** ******, and someone who assisted ****** on 6/24/2022.
  8. My brother confirmed he was never offered any survey.  No one offered or left any paperwork.  They wanted him to confirm the job was complete, and he refused that.
  9. You are getting paid to resolve this, I am not.  This has cost me a great deal of time, effort, and additional expenses related to my mothers care, hiring a plumber, damage to walls/ceiling, etc.  I expect a generous discount in line with these.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tub was installed March 24th, 2022. I tried to use it the next day and was almost badly scalded as hot water faucet could not be turned off. My daughter and son-in-law had to help get me out. I started calling the company and they kept telling me they would fix it the next week. I have had to keep calling and still have no tub to use as I have to have the water to tub off. I am paying $19,000+ for something I can't use.

  

  Business response

  05/18/2022

  The tub was installed Friday 3/25 and the next day the customer discovered the faucet handle mechanism was faulty.  She left a voicemail over the weekend and her call was returned on Monday morning.  We ordered the part right away and went out to attempt the repair on 3/29.  Unfortunately, we were sent the wrong part to make the repair. We have had an extremely hard time receiving the correct part.  We are supposed to receive the part this week by Friday.  In hopes that we do receive the part we have set aside time for the repairman to go on Monday 5/23 to make the repair.  I do understand the frustration that the customer has experienced. We never want to put our customers in a situation like this. Unfortunately, with supply chain issue, transportation delays and employee shortages it makes it trying to get things like this taken care in a timely manner these days. The customer was communicated with yesterday prior to the complaint and again today by a Manager.  I have added a screenshot of the call log for this customer. Please, feel free to reach-out with any further questions ************.

*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. ↩