We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bathroom Remodel

Bath Fitter of Buffalo
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In 2013 we had Bath Fitter install a bathtub insert and a shower surround. A mold problem began in the bathroom (not related to the work by Bath Fitter). During a mold inspection and quote to fix problem the inspectors noted that the surround was pulling away from the ceiling and mold was growing between the surround and the wall. The surround needs to be removed and area cleaned. If the surround was not pulling away from the ceiling the mold would not be growing there and the surround would not need to be removed. A Bath Fitter rep came to the house on 3/12/24 and looked at the problem. On 3/13/24 I received a phone call from Bath Fitter and they stated that the issue with the surround is not covered under their warranty which they advertise as lifetime on product and installation. The rep said that the moisture that was being created is "probably causing a breakdown of the adhesive". That would be the adhesive they used to install the surround that because it is "breaking down" allowed the surround to separate from the wall allowing the moisture in and thus creating an area for mold to grow. They will not cover any of the replacement of the products after the crew removes and remedies the mold problem. While I do agree the main mold problem was not caused by Bath Fitter I do believe that the poor adhesive products and possibly the poor installation allowed the mold to grow in an area that with better products and work would not.

    Business Response

    Date: 03/14/2024

    Good morning, We did go to Mr. ****** home as requested on March 12th to inspect our shower wall and ceiling.  This was a request by Mr. ***** because there is moisture throughout the entire bathroom.  Because of the moisture within the drywall, it has caused the adhesive that we use to release from the moist drywall.  Because the moisture and mold throughout the entire bathroom is so bad, the mold inspector is recommending that all the wall material in the bathroom needs to be removed.  This is to include our product on the wall and ceiling. Our lifetime warranty covers our product and adhesives that we use against defects.  As Mr. ***** states in his complaint “While I do agree the main mold problem was not caused by Bath Fitter..” our adhesive is only as good as the wall material that it is adhered too.  There was no physical damage to our product. It is my professional opinion that the moisture issue that Mr. ***** is having throughout the bathroom caused the wall material to become moist and our adhesive released because of that condition. We are willing to work with Mr. ***** on the cost of the replacement.  Since he feels that the ceiling release due to adhesive problems but, as I stated this is truly not the case, we will replace that ceiling at no charge.  It sounds like the mold inspector is recommending that all of the drywall in the bathroom is to be removed down to the studs and this will include our product as well.  I will split the cost of a new wall system with Mr. *****.  Retail for a new wall is $2,747.00.  The price for a new wall system installed would be $1,373.00.  If Mr. ****** tub liner also needs to be replaced and his existing tub needs to be removed, I will even split the cost of that with him as well.  If the mold inspector does recommend that the existing tub is to be removed, one of our Free-Standing tubs will need to be installed.  The retail cost of that tub is $3,800 and we will install this for Mr. ***** for $1,900. Here is background material.  We did the install for Mr. ***** in 2013.  Since 2013, we have not had any other service requests for this address.  I have also attached a copy of our service request for March 12th, 2024. Thank you for your time. Tom G******

    Customer Answer

    Date: 03/15/2024

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We would like to know if the $1373.00 for the wall surround and the potential $1900.00 for the tub liner could be credited to an upgrade to different surround or other work to be done by Bath Fitter (the business)?  Regards,  ********** *****

Bath Fitter of Buffalo is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.