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Complaint Details
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Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business and customer agreed on 12/22/2023 on ONE day bath installation and removal of old tub. Business then removed old tub on 2/14/2024 and realized they ordered wrong parts for new install leaving bare subfloor, water piping. Business then stated they will return with correct sizing. Business returned on 4/15/2024 to then break water pipe and could not finish install on that day. Water pipe then fixed and business returned on 5/1/2024. Product installation occurred but still incomplete. Business installed wrong color drain cover, unable to install shower ceiling panel, & Incorrect color wall panels and base installed upon agreement, project supervisor stated “our colors are off. I personally would not consider this grey.” After completion of install business offered -$1596.60 off total pricing and customer unhappy with agreement wanting 50% off of overall price due to malpractice , inconvenience, damages to home, and a still In complete installation. Business has been notified multiple times that customer is selling home and they are putting a strain on selling process. Customer attempted to call to discuss final pricing with owner on 5/1/2024 after project supervisor left home and was hung up on by operator.
Business response
05/06/2024
Thank you for the information on Complaint ID #********. We have actively been working with this customer to bring about a resolution. The customer has alerted us that there is a new homeowner moving in this week, the week of 5/6, and therefore did not want to wait on us reordering the panels or to fix the tiles in question. Therefore, we have presented the customer with a compensation effort that would leave their warranty in tact, and transferrable to the new homeowner, but also would provide them with compensation in effort to move on from the project as they no longer live at the property. This customer will not receive a 50% discount, as we have installed their product and remain committed to reordering anything needed as part of our warranty; however, they stated they did not want that option. We are diligently working with this homeowner to bring this to a resolution as quickly as possible. Thank you for the opportunity to respond!Customer response
05/06/2024
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 customer should not have to be pushing into a corner for sale of a home and exhaustion of waiting for a settlement. This has been a “one day” project that took 5 months. Customer is aware of offer to re order supplies but wishes for higher discounted rate and the settlement for new ordered supplies would not even apply to customer furthermore. The customer had to make a 3 hour drive multiple times for the company to break water pipping to not be able to continue project at time , to having a broken top shower panel upon delievery. This is unacceptable business.
Regards,
******* *****
Business response
05/09/2024
Thank you for the additional response on Complaint ID #********. Based on the nature of this type of install, we can't know if there are any issues with the lines until we are on property for the installation. At the time of the install, it was determined that new lines were needed as the current ones were brittle and breaking, and therefore the work had to be paused so that could be repaired. We recognize it created a delay for the customer but that work had to be completed in order for us to complete the install. We are fully committed to this project and the open work, but the customer presented a short timeline for resolution due to their move. We are happy to work with them on this and we will continue to reach out to the customer to get this to a resolution and can provide updates here as well. Thank you for the opportunity to respond.Initial Complaint
03/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Vendor refused to send itemized receipt showing the prices of each component installed. They installed a shower with an energy efficient window (in the shower) in my bathroom. I would like the price of the window so I can claim a tax deduction for it.Business response
04/03/2024
Thank you for the information regarding Complaint ID #********. We apologize for the delay in fulfilling this customer's request. We have reached out to the Sales Manager and have the pricing break down for this homeowner. We have sent her the documentation via email. We appreciate the chance to address this for her. Thank you for the opportunity to respond!Customer response
04/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
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
09/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Canceled an installation within the 72 hours buyer remorse period however I was sent an email stating that 7582.00 would be released to the Bath Authority.Business response
09/25/2023
The funds from Upgrade have been refunded and HO should have no balance.
Unfortunately TBA can't do anything about the credit report. HO was given an estimate and wanted to finance the job so her credit was ran and was approved so the contract was written and signed by HO. Upgrade finances 70% of the contract price upon authorization. TBA was funded $7,582.90 of the $11,666.00 contracted price.
Contract was written on 9-5 and HO called to cancel on 9-7. On 9-14 funds were return and account was at 0.
I called today at 11:00 to speak to HO and give her the apology she requested, no answer LM.
Initial Complaint
07/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
03/02/2023 Amount paid $13,901. Check Company committed to provide labor and demolition of old existing shower in basement.They did not remove the two or the existing walls that had ceramic tile attached. Therefore leaving the shower area smaller than before. The door opening on shower is too narrow. The business not offered to refund . Any of any kind for the numerous times and service calls.Business response
08/15/2023
RECEIVED VIA PHONE BY BBB STAFF MEMBER:
The business has stated that they visited the consumer's home on 8/4 and addressed his concerns. At this time they believe the matter is resolved.
Customer response
08/21/2023
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* *****
Customer response
08/22/2023
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Please be advised the company has not offered to compensate me for the issues in my complaint.
ThanksBusiness response
09/25/2023
I spoke to *** ***** on 9-22 and told him I would willing to offer a couple hundred dollars as compensation for the extra service trips needed to complete the job. He stated he would speak to his wife and call me back.Customer response
10/09/2023
RECEIVED VIA PHONE BY BBB STAFF MEMBER:
The conumse has informed the BBB that he and Bath Authority have come to an agreement on compensation and he considers the matter resolved.
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.