Complaints

This profile includes complaints for Bath Fitter- Albany's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bath Fitter- Albany

  1839 Central Ave Colonie, NY 12205-4780

  
• 

  Bath Fitter- Albany

  PO Box 13446 Albany, NY 12212-3446

  
• 

  Bath Fitter- Albany

  1839 Central Ave Albany, NY 12205

  

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.

• Initial Complaint

  Date:01/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 put down a $2500 deposit and then decided not to have the work done. I cancelled the work and they said they would send my money back. two months later I did not receive it. took me 8 phone calls to have someone get back to me and tell me it had been sent out, I told them I had not received it and would they put a stop payment on it and issue another check. they said they would talk to supervisor. I have not heard anything from them and they will not return my phone calls. PLEASE HELP ME GET MY $2500 BACK!!!!!!!!!!!!! Thank You!

  Business Response

  Date: 01/31/2025

  Thank you for reaching out to us.  The original refund check was lost in the mail.  We have cancelled that check and reissued a new one which was mailed out on January 30th.  We have spoken with the customer about this and they are aware a new check has been issued. 

• Initial Complaint

  Date:11/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bath Fitter only wanted to take my deposit. Customer service representative did not disclose any information regarding cancellation or rescheduling policy. We were under the impression after the rep who came to our house, that they would be financing, nobody explained that we would need to fill out any paperwork to do so. The day before , I had to call to make sure how the financing works, and what we would pay monthly, and I was met with rudeness, and a nasty tone from the representative who took my deposit , but didn't do her job properly. Had she disclosed ANY of the information ahead of time BEFORE I made my deposit. I never would have made my deposit. I do not have a lot of money, and I put this on my credit card, and now I have to pay for a service I didn't get from a company that DOES NOT disclose their policies to their customers. I am so beyond frustrated, that they don't mind taking money from hard working people, and will overcharge them at every possible turn. I am hoping , that they will do the right thing, however, I have no hope on that. I just pray that someone else doesn't fall into the trap that so many of us hard working people already have .

  Business Response

  Date: 12/03/2024

  We are sorry to hear that the customer is dissatisfied with the sales process.  Our contract terms and conditions set forth the 3-day rescission policy.  After the 3rd day, deposits are non-refundable.  One reason for this is that we have to order custom products for our customers and those orders are not placed until after the 3-day right to rescission has passed.  After that, we have to pay for the product regardless of whether it is installed. Financing is offered at the time of sale prior to execution of the contract.  This is because different discounts are available for contracts that are financed versus direct pay.  The customer did not pursue financing at the time of sale.  The day before installation was scheduled the customer asked if the project could be financed.  She was advised that there were additional costs that would be incurred if the project was financed versus direct pay.  Financing ultimately did not go through and at that time the customer requested a refund and to cancel the installation.  She was advised that the deposit was, at this point, non-refundable – her product had been ordered and was already in our warehouse, and that a fee is charged for rescheduling.  We are happy to install the product for this customer but we are unable to refund her deposit should she chose to cancel.  

• Initial Complaint

  Date:08/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Om 08-17-24 A representative of the company came to my house we discussed a bathroom remodel, I then paid 1825.00 for a down payment on a 7000.00 debt for the job. On 08-23 I tried to contact the company to cancel the job but no one answered the phone. I did get to speak to a representative by the name of David. He said they were keeping my deposit due to the cancelation. He said it was in the contract, there is a 72hour cancelation policy. I told the representative I would take the product and do the work myself and he said "No we do not do it that way, I had to let them finish the job and pay the 7000.00

  Business Response

  Date: 09/11/2024

  We have reviewed the customer’s complaint. We offer customized liner and shower products. Because of this, our contracts include a 3-day right of recession. After the third day, the deposit is not refundable. These terms are spelled out in our contract. We are also unable to sell our products without installation, as this is not permitted by the manufacturer. 

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Initial shower remodel was extremely shoddy but paid $5,900 balance on ***** **** after initial install ($2,695 deposit previously paid for shower and door- $2,000 and $695, respectively). Installer came back and fixed cosmetics somewhat, but ended up with hole in ceiling and plumbing issues. I then placed protest on $5,900 **** balance. I removed protest once plumbing issue was finally resolved (after a LONG, protracted fight to send competent installer from other region). I agreed to release protest once Bath Fitters agreed in writing to refund $360 cost to repair ceiling. $5,900 was reissued to Bath Fitters by ***** on 6/27 and all documentation provided to Bath Fitters. $5,900 is now due and payable on my ***** statement. Bath Fitters claims to have not received $5,900 (all documentation provided). They are sending us to collections for this amount PLUS saying they will void initial discount of $2,575 due to non payment. They are refusing to refund $360 promised for cost to repair hole/paint ceiling. They are also refusing to install door on which we have paid $695 deposit. Door was on a SEPARATE contract. I have been made to deal with Bath Fitters rep in Texas (Brenda) who refuses to let me speak to anyone higher, despite her apparent lack of comprehension. Thank you for any help you can provide! Aside from money, this has cost me COUNTLESS time and aggravation. Please refer to complete timeline provided. I am able to provide complete documentation.

  Business Response

  Date: 08/13/2024

  On May 4, 2024, Ms. ****** entered into two contracts with Instant Bath Inc.  The first contract was for the pur***** and installation of a Bath Fitter system, which included a shower base and acrylic wall, in the amount of $7,900.  The second contract was for pur***** and installation of shower doors in the amount of $2,295. There was an installation issue that arose in relation to the Bath Fitter system which resulted in a necessary repair.  Ms. ****** provided us with a receipt for reimbursement in the amount of $360.76.  Before we could issue the reimbursement, Ms. ****** disputed the credit card charge for the Bath Fitter system that was purchased and installed in her home.  This resulted in Instant Bath not receiving payment for the installed system.  As a result, reimbursement for the repair was held while payment for the system was requested.  I understand that Ms. ******** credit card company indicated to her that the dispute was lifted in June.  However, the credit card company did not issue payment to Instant Bath until Friday, August 3rd.  A check for the reimbursement was issued to Ms. ****** on Monday, August 5th.   

  Customer Answer

  Date: 08/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  We are grateful that Bath Fitters installed our shower door and deducted $360 from balance due for cost of ceiling repair (in fact, they mistakenly later sent check for $360 in addition). However, 3 days later the new door started to sag and hits against the bottom rail making it hard to open and close. It seems apparent that eventually the pressure will cause glass to break or that we will be unable to close door. Bath Fitters has agreed to send technician out on Aug 31 (as we will be away for 4 days). Our suspicion is that door issue is due to poor initial installation and that door was not framed correctly to allow for door to be properly secured. We do not consider this case closed. ALSO, after multiple requests, Bath Fitters has still not confirmed that we are paid in full and not subject to collections. This is of concern as last correspondence we received regarding this was text stating that they would be putting us in collections at 4 PM on July 26 for not only $5,900 but also for initial discount ($2,575). Thank you for your assistance.  Regards,  ***** ******

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Bath Fitter was hired to redo our shower and install a glass enclosure. Shower install took place on 11/27/23. At that time, measurements were taken for the shower glass to be installed. We were told that the install of the glass would be approximately 2 weeks later. As of today, 2/18/24, we still have no glass. We gave a deposit of 700.00 towards the price of the glass and have made numerous phone calls to check the status. Either no one knows anything or they do not return our phone calls. We were convinced to take out our old shower glass (that we could have kept) to go with their glass company. We have been without a usable shower for almost 3 months now and noone is letting us know of the status of our order. We want the job finished. We also want someone to communicate with us as to when it will happen.

  Business Response

  Date: 02/28/2024

  Most of the doors we install are separately manufactured and supplied by a third-party vendor.  Unfortunately, we are at the vendor's mercy as to when the product will come in.  Once we have that date, we can schedule the installation.  We understand that the process can be frustrating to customers and apologize for this inconvenience.  We now have a date for the customer's door and it is scheduled for install on March 12th.  

  Customer Answer

  Date: 03/02/2024

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

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We met with David, the Bath Fitter salesman last Fall, to set up a complete renovation of a full bathroom. He saw that there were "sink" shutoff valves in an access panel behind the old shower, told us that they were the wrong ones for a shower, and said "We'll hook you up with the right valves when we do the job". As we sat at the kitchen table to finalize the deal, I went over verbally each of the items his crew was going to cover on the job: shower enclosure, toilet and sink install, laminate floor, vinyl coverings halfway up the walls, and the replacement of the shutoff valves for the correct ones. My brother-in-law **** was sitting at the table as well, and David verbally confirmed each of the items I mentioned. The labor cost was $1,800, and that seemed fair for the work to be done. Before he left, David gave us his number and said "Call me ANY time if you have issues". On the day of the job, the work crew even confirmed that correct valves were to be installed. I had to leave early for a dentist appointment, so when they left at the end of the job, **** settled up with the full payment due (and we gave each of the workers a cash tip). The next day we realized that the old shutoff valves were gone and just a copper pipe with NO valves went from the shower to the basement. It has been three months since the job was done - I have placed NUMEROUS calls to Bath Fitters (the number David gave us went to the office, and I have NOT talked to him since we signed the contract!). They have called me back three times, saying that the replacement of those valves was not "written" in the contract, therefore we have to either pay them to come back and put them in, or hire our own plumber to do it - this is BAD BUSINESS!! I trusted the 'word' of our salesman that he would "hook us up" like he promised, but once they got our full payment, there has been absolutely NO customer service!! I want to speak with David or a manager, but they WILL NOT call me back!!

  Business Response

  Date: 02/13/2024

  In reviewing the customer's complaint, it appears that there must have been a misunderstanding.   Between materials and labor it is a significant cost that is added on to a contract.  The contract entered into with Mr. and Mrs. ***** did not include shut-off valves in the scope of work or charges.  Shut-off valves can be installed but only at a additional cost. The "valves" that our installers were installing are the fixtures for the shower.  Not the shut-off valves for the plumbing to the shower.  

  Customer Answer

  Date: 02/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The salesman for Bath Fitter PROMISED us that they would "take care" of the incorrect valves when the crew came to do the work..... I can not get in touch with HIM, or ANY other MANAGER at Bath Fitter - Albany!!  Their customer service has been JUST TERRIBLE since they got our final payment.  They TOOK OUT the incorrect shower valves and put NOTHING in their place like they said they would.  I would rather have the WRONG valves there rather than NO shutoff valves at all!!  All I ask is that they come back and put SOME kind of shutoff valves in, to replace the ones they TOOK OUT!!!   Our salesman said to us "If there's anything you ever need, give me a call and we'll take care of it".... he gave us what he said was his DIRECT number, but it goes to the office and we HAVE NOT SPOKEN TO HIM SINCE.  I would like to talk to him, man to man, about what he promised and DID NOT deliver on, but after five months they will not connect me to him!!   Regards,  **** ******

  Business Response

  Date: 02/16/2024

  Hi Kevin, I spoke with our Installer. We did not keep the shutoff valves. Those are discarded at the end of installation because they are no longer needed.  To be clear, new shutoff valves are not needed because we install a new valve body which has the shutoff valve on it.  

  Customer Answer

  Date: 02/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I am not happy AT ALL with how I have been treated by Bath Fitters of Albany!!  They were friendly and helpful up until they got "paid in full", and since then they have been dismissive and unreachable.  I will NEVER use them again for any project around my house, and I hope this warning goes out to any other consumer who is thinking of using them for a bathroom update - BEWARE..... make sure that EVERYTHING they promise you is in WRITING, and don't EVER expect them to be of any help when the job is done!!  Regards,  **** ******

  Business Response

  Date: 02/21/2024

  I spoke with our Installer. We did not keep the shutoff valves. Those are discarded at the end of installation because they are no longer needed.  To be clear, new shutoff valves are not needed because we install a new valve body which has the shutoff valve on it. 

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The work was done Dec. 15 2023 we had a tub put in and when we were able to use it we found it to be a safety issue. we had given the worker our card number but when they went to run the card found that I wrote down a wrong number so bank would not release funds. then was told they would not come and resolve problem till the bill was paid.With in 2 Weeks they had sent it to their legal department without even trying to resolve problem. I was on the phone with them every couple of days trying but just got pay bill or no one is coming to look at it. Their worker was there for almost 13 hours and that night we Just wanted to have him out of house so we could get some sleep. it was almost 10 at night when he left and then I had to clean bathroom from the mess he left. We just want a new tub that is not on such a big angle to replace the one they put in. then we will pay rest of bill. we put down 1400 dollars just to have it done.

  Business Response

  Date: 02/01/2024

  The customer had relayed his concerns regarding the bathtub installation to us prior to this complaint.  We take customer service seriously and, in response, sent our most senior technician to inspect the installation.  He determined that the installation of the tub was performed properly.  The customer has refused to pay the balance of what is owed for the installation - which is due at time of installation - and currently owes our company $3,900 for the materials and labor.  

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been dealing with bathfitter for the past several months. They have been to my property to complete work 5 times including initial install. It is still not the way it was meant to be. Their employees left my property today after "fixing my shower". Not only did they not remove the prior silicone where they did a band-aid fix (one side was lifting up) so now it looks very tacky but they tracked silcone all on the inside of the shower, my bathroom floor, and the carpet in my master bedroom all on their way out. There is nothing quite like spending hours picking at/cutting silicone out of your carpet, picking at it on my bathroom floor and knowing I will spend a good part of my day tomorrow cleaning silcone off the base of my new shower. Also part of the base is still slightly raised. I spent so much money for a product they boasted about only to be disappointed at every turn from their lack of communication/ taking days of calling of them before hearing back from anyone, ruining my carpet and requring a lot of extra time cleaning silicone off of surfaces that should not have it. As it stands I am currently still waiting for them to call me back again where it was stated they would call me back and be sure to scheudle their best installer to attempt to fix my shower.

  Business Response

  Date: 01/09/2024

  This customer is scheduled for a repair on 1/11/24.  We expect the matter to be resolved following this service.  Thank you.
  

  
  

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The technician who visited today just made notes of what needed to be done. did not have any materials on his truck to repair the shower. I can not keeping take time off work to be here for repairs that dont even happen. How is this acceptable? Regards, *********** *****

  Business Response

  Date: 01/25/2024

  We appreciate Mr. *****'s frustration.  New measurements are required in order to complete the repair so that new product can be ordered that will fit the space.  We have a follow up date scheduled with the customer for February 3rd.  It is our goal to resolve this issue as efficiently as possible for the customer.  

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 July 18, 2023 we had an appt with a salesman from Bath Fitter in Colonie, NY to get a quote to take the tub in the master bath out and replace it with a walk in shower. As seniors, it was getting harder and harder and more dangerous to get in and out of the tub to shower. Theirs was not the only quote that we were getting but we liked what we saw so we left a deposit of $2350 and was assured that if we changed our mind or found a better deal we could get a full refund if we canceled within 3 days. We had an appointment with another company 2 days later and it was more money but a much better shower so on the 3rd day we canceled the contract with Bath fitter and was assured by the salesman and the sales manager that we would receive our refund within 7 to 10 days. That was 10 weeks ago, today, and we're still waiting. We've had to contact Bath Fitter headquarters in Austin Texas. And still nothing, nobody disputes that we have the money coming, we just can't seem to get it! The general voice mailbox in Texas is full half the time and the rest of the time you leave a msg that you never get a call back from. Calling the Colonie office is useless because it all apparently comes from Texas. In the meantime, the second company has done the job and we have a beautiful, safe, walk in shower. Now if we could just get our refund!

  Business Response

  Date: 09/28/2023

  The customer was issued a refund on September 22 and the matter should now be resolved.  

  Business Response

  Date: 09/28/2023

  The customer was issued a refund on September 22 and the matter should now be resolved.  

  Customer Answer

  Date: 10/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I still have not received the check.  Regards,  ******* *********

  Customer Answer

  Date: 10/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I still have not received the check.  Regards,  ******* *********

  Business Response

  Date: 10/04/2023

  Thank you for letting us know that you have not received the refund.  We spoke with the customer yesterday letting them know that if they did not receive the check by Friday, to let us know so that we could void refund and reissue the check.   

  Business Response

  Date: 10/04/2023

  Thank you for letting us know that you have not received the refund.  We spoke with the customer yesterday letting them know that if they did not receive the check by Friday, to let us know so that we could void refund and reissue the check.   

  Customer Answer

  Date: 10/06/2023

  We finally received the check on Wednesday Oct 4th. The envelope was postmarked Oct 2nd and mailed from Albany.  The check was dated Sept 22nd.  I have no idea where it sat for 11 days before being mailed but we finally have it so we are done with Bath Fitter!  Regards,  ******* ********* 

  Customer Answer

  Date: 10/06/2023

  We finally received the check on Wednesday Oct 4th. The envelope was postmarked Oct 2nd and mailed from Albany.  The check was dated Sept 22nd.  I have no idea where it sat for 11 days before being mailed but we finally have it so we are done with Bath Fitter!  Regards,  ******* ********* 

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 8/31/23 bath fitter arrived to install a new shower the installer took all the measurements went outside to cut the sheet. He cut the sheet wrong to short on the bottom around the tub he is cutting and trimming the top and when he puts it up also to short on top. I say to him how are you going to fix it he says the caulking will cover it well it turned out it was amateur night he had no idea what he is doing. He callls his boss to say he needs another sheet if someone could meet him halfway well that did not work. His boss tells him to make it work what a mistake he screwed up all the molding and caulking it looks horrible very messy job. Buyer Beware stay away from this company not worth the aggravation. This shower has to be ripped out and redone only way to fix it.the customer service is horrible nobody calls back also I had to tell the installer he needs to leave it was 6pm what a waste of a day!!!!!!

  Business Response

  Date: 09/19/2023

  We have received Mr. ********* complaint and apologize for any inconvenience he has experienced as a result of this situation.  Customer satisfaction is very important to our company.  We spoke with Mr. ******* several times regarding the installation between September 1st and September 5th.  On September 5th we scheduled a repair to completely remove and reinstall a new wall - this was communicated to Mr. *******.  The repair is scheduled for September 20th and we spoke with Mr. ******* again yesterday confirming the repair. We expect this matter to be resolved with September 20th service.   

  Customer Answer

  Date: 09/21/2023

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