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Business Profile

Bathroom

Bathroom Excellence

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 9-21-24 I met with **** ******* from Bathroom Excellence and gave him $5250 to remodel my bathroom. On 11-5-24 they sent me an e-mail stating the contract had been cancelled and I would receive a refund within 30 days. I then received a letter dated 12-10-24 stating I owe $1780.10 for material I never received and a $525.02 restocking fee for said material. This appears to be outright theft of my money!

    Business Response

    Date: 03/03/2025

    This customer signed a contract with ******************** on September 21, 2024.  The customers right to rescind that contract expired on September 25, 2024.  Approximately six weeks later after we had purchased the materials for the project the customer told us that he had changed his mind and wanted his son to do the work instead of Bathroom Excellence.  After internal discussion, we agreed to honor the customers request and cancel the contract rather than enforcing it against him.  We also refunded almost $1,000 of the customers deposit to him, even though we were not legally required to do so.  Since we had a binding contract with the customer and were in the process of performing it when he changed his mind, we do not believe that we owe this customer anything. 

    Customer Answer

    Date: 03/03/2025

    Complaint: 22928040

    I have reviewed the business' response and am rejecting it because:

    They canceled the contract on 11/05/24 forcing me to hire  someone one else to do the job.

    I said nothing about canceling 

    They met with my son on 12/01/24 trying cover for the fact that they sent the cancelation a month earlier. My son did not sign the contract. I did!

    I do believe I need to add another $2,000.00 to the total for emotional stress 


    Sincerely, 



    ******* ****

  • Initial Complaint

    Date:02/03/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a walk in bathtub installed and it was all wrong. Wrong plumbing and electrical and is now unusable. They used 20 amp wiring and electric, but needs 30 amp wiring. The copper lines changed it to 3/8ths of an inch instead of a quarter. It takes 30 mins to fill the tub up. They also didn&#**;t tell me my water heater isn&#**;t big enough, and I have a 50 gal. I brought this to them and they said that they don&#**;t have an electrician nor plumber and for me to get it done, they claim they would take the pricing off the total, but I have paid ****** so far. They seem totally disinterested to help me.

    Business Response

    Date: 02/24/2025

    *** ***** signed a contract with Bathroom Excellence for $31,467 on 10/14/2024 and put down a deposit of $15,733.50. I have attached the signed contract. *** ***** stated he had a bid from a competitor for $50,000 to do the same project we were contracted to do for him. He was enthusiastic about the price and the project. He also had a 3 day right of recission once the contract was signed to change his mind and get a full refund on his deposit. He chose not to do so. I have attached several pictures that were taken during the project to show there was never a mess left as he stated. From the moment the renovation began *** ***** started to express regret for making the decision to spend so much money on the project. He stated several times to ***** our Install Manager that he had spent too much money on it. The customer stated he researched the cost of the bathtub, and it was nowhere near what he was charged. Because he now has buyers remorse, he expects us to give him a new bathtub for free. There is no truth in his statement all the wrong parts were put in. Shame on him I have also attached a timeline of what occurred. *** ***** agreed to pay us multiple times and NEVER followed through. He demanded to see the Consultant that sold him the project and THEN he agreed to pay AGAIN. We moved around schedules and the representative went to his home. Once again *** ***** went back on his word. He left us with unpaid debt and installers that he apparently felt should do all his remodeling for free. We have text messages as well to confirm our claims. It is criminal that a homeowner can sign a contract, put a deposit down, allow the order to be made and paid for, demolition and install to be completed, leave us with a $15,733.50 balance that he still owes then decide not only that he does not want to pay BUT we should GIVE him his money back and he should keep a brand-new bathroom.

    Two wet areas were completed as specified on the signed contract

    All the plumbing was installed new including supply lines and drains for both wet areas and swapped from 1 1/2 to 2 pipe

    Walk in shower with all the requested components and accessories

    Walk-in tub with an independent circuit to breaker

    Walk in tub and shower were both fully functional and completed

    Shower and tub were tested multiple times for function and leaks

    Customer witnessed the testing of the walk-in tub and saw it fill up and empty itself

    All the jets and other functions were working appropriately

    Customer agreed that it all looked and worked satisfactorily

    When payment was requested, the customer agreed to pay me the next day, the next day he said he wanted to test the system for a couple of days and agreed to pay **** that weekend, then he refused payment

    The customer told me numerous times that he thought he was charged too much for a walk-in tub and shower, and made comments showing that he was unhappy with the price

    The customer told me he had buyers remorse by making the decision to spend that much money on the project at the beginning of the project

    The customer was clearly regretful of spending that much money on the bathroom that he signed the agreement for

    A customer told me he researched the real cost of the walk-in tub and that he was overcharged for everything

    We removed a door in order to get the tub into the bathroom at no charge

    We installed crown molding around the tub and shower area at no cost

    We repaired drywall outside of the wet areas as requested by the customer at no cost

    We color matched the paint on the drywall repair for the customer at no cost

    When the project was completed, the customer told me he was satisfied with our work and that everything looked great

    This is a case of buyers remorse. He allowed all the work stated above to be completed, without one complaint about workmanship, electrical or messes left everyday . He only complained about the money he was spending. When everything was completed and it was time to pay, then and only then did we start hearing complaints about workmanship and parts and messes. We will also be pursuing our legal options not only for unpaid debt but defamation of character.  

Bathroom Excellence is NOT a BBB Accredited Business.

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