ComplaintsforBaths R Us

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Bath R Us to replace a tub and shower to a walk-in shower. We agreed on a price of $9800, the job was scheduled for May 9th and 10th. The crew that came out broke my toilet and damaged tile on the floor, the toilet was replaced. When I contacted the company I was first contacted by a Ms. ******** via email who asked me to send pictures of the damage. I sent pictures of the damage and a Mr. ****** responded by email and stated that they were not responsible for the tile damage and that I signed a document stating so. Mr. ****** also responded with a picture of an area stating that the damage was already there. I responded by email stating that the picture that he sent did not explain all of the damage. I quickly realized that the company had no intention of dealing with me in a fair manner and I decided to take next steps.

  

  Business response

  05/28/2024

  [[BBB transcription via email, see attachments]]

   

  Thank you for reaching out! Mr.  ***** is accurate when he states that his toilet was damaged during the installation, we notified him when it occurred and quickly rectified it by replacing it with a brand new toilet at no additional cost.

   

  After the installation was completed, Mr. ***** contacted us about cracked tiles that occurred in two areas.

   

  • Area (1) –  The customer is stating that we cracked the tile near the toilet. Per the before photo taken by the design consultant in March the crack was already there (see attached).

   

  • Area (2) – The customer is stating that there is a crack in the tile by the shower. He is correct that there is a crack in the tile near the shower (see photo), however, we inform all customers that there is a possibly of this occurring as we are disturbing the tile around it. The tile may be fragile and crack. Please see attached the signed acknowledgement that we provided Mr. ***** during the sales process.

   

   

   

  While we wish every installation had no hiccups, they can occur on any construction site. We try our best to set the proper expectations with our customers and if an issue arises, like the toilet situation, we try to address it as quickly as possible. The tile next to shower unfortunately is something that can occur due the disturbance of the existing tile and unfortunately cannot be prevented and that is why we have an acknowledgement in place to inform the customer that this could occur.

   

   

   

   

   

  Thank you,

  Customer response

  05/28/2024

   I am rejecting this response because: I am not satisfied with the Bath R Us response, to say it is unavoidable to damage tile on the bathroom floor when the whole bathroom floor is tile should have been made very clear to me. I had intended to have a second shower replaced by this company as well as some windows as I know they have a window replacement division as well. However if the short sited response to my complaint is indicative of the company's complaint resolution I will take my business elsewhere report my experience on every platform that accepts reviews of companies like this. If I am to accept the explanation provided, the entire bathroom floor is tiled and if it was damaged I would not have a way to be made whole. In other words I have a new shower and a damaged floor that now need to be replaced, and the response from the company that damaged the floor is "oh well you signed up for that". 
  
  
  

  

  Business response

  05/30/2024

  As previously mentioned, we have before photos that show that there was damage to the floor prior to our installation. In addition, the damage next to the shower (as shown in the photo) is something we discuss and have customers signed off on prior to installation that this can occur due to the disturbance of the tile near it.
  
  We’d be more than happy to discuss what it would cost for us to replace the customers floor with new flooring that we offer, but unfortunately tile can be damaged during the installation process.

  Customer response

  06/03/2024

   I am rejecting this response because: I assure you that the sales man never discussed that your company would not be responsible for any ancillary damage that is why you immediately referred to the document, I would not have needed you to provide the documents if I was aware, and for you to offer to sell me flooring is quite frankly insulting and shows that you have no intention of saving me as a customer even after I informed you that I have another shower and windows planned. 
  
  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2021 we had Bath R Us install a bath to shower conversion. In March 2024 a pipe in the bathroom burst. In order to repair it, the ceiling in the dining room had to be opened. It was then that we found out that the installer had cut into the joists and, by doing that, weakened our house. He had also went from a 2 inch pipe to a one and a half inch pipe. We had to have a plumber fix the problems which cost $5000.00. We found out bath r us never pulled a permit and therefore never had it inspected which meant our shower that we paid our money for was illegal. We were told by the plumbers that the shower was dangerous because of the lack of support. I spoke to **** ******, a senior manager, he told me they always cut into joists and seldom pull permits. We had the work inspected, the inspector told up the shower wouldn’t have passed an inspection and that he see houses ruined by contractors like our house every day. We also have to install a dropped ceiling because of the shower repairs which will cost us even more money. Mr ****** offer us $250.00. We already paid $10,000.00 plus $5,000.00 and we have to replace the ceiling which will add to the costs.

  

  Business response

  05/20/2024

  Thank you for reaching out! This complaint is grossly misleading and in accurate.
  
  
  The customer had a clogged/busted pipe that had nothing to do with Bath R Us ‘s install and did not occur near the p-trap where Bath R Us completed their work. The leak was not a result of the Bath R Us install. Bath R Us installed their shower in 2/22/2022 and the leaked occurred around April of 2024.
  
  The customer had Mr. ****** out to replace the broken pipes (see photo for reference) and they wanted to replace the p-trap as well. We happily agreed to cover the p-trap cost which should be approximately $250.00. The customer is now claiming we caused the leak and that it cost them $5,0000.00 to replace. This is grossly in accurate as we do not touch any plumbing past the p-trap. The leak occurred in their existing plumbing pipes. We ask the customer to provide us an invoice for just the p-trap replacement and have yet to receive it. All we have received is their invoice for $5,000.00 which was the cost to replace their existing plumbing.  In addition, per the contract, the customer is responsible for the permit (see attached section 9 of agreement).

  We remain willing to cover the cost of the new p-trap, but are not responsible for the customers leak in their existing plumbing and the cost to repair it.

  Customer response

  05/24/2024

   I am rejecting this response because while it is  true that we had a pipe burst, when they opened the ceiling, they found the joist that had been cut into and the problems with the drain. The problem with the joist and the drain cost more than 250.00 to repair because the plumbers worked for at least two days on the repair, the hourly rate for the plumbers would have been more than that. **** ****** is well aware that Mr ****** will not provide an itemized receipt. He is also well aware that I have requested one several times and he has also requested one and they have not provided it. A licensed contractor has to pull a permit, the customer is not responsible for that and no one ever said it was our responsibility. The contractor went from a 2 inch pipe to a one and a half inch pipe which should not have been done. We had no idea that their contractor had done any of this until the ceiling was opened and it was revealed. Mr. ****** asked for an estimate for the ceiling repair so that we could be compensated, he saw what needed to be done and I know he didn’t think it was going to cost 250.00 because the ceiling has to be lowered to accommodate the extra plumbing. The bottom line is that we paid to have a shower properly installed and it was not. I am not grossly exaggerating anything, my house is damaged  and I have to live with the damage. And what about the no regrets promise? I definitely regret this shower.
  
  
  

  

  Business response

  05/30/2024

  Thank you for the follow-up! As previously mentioned, we did not cause the leak that occurred in the customers home. They had a pipe burst 2 years after we completed the installation. As also mentioned, we are still willing to reimburse the customer for the cost of the repair to the joist and the p-trap. The customer, however, has not provided us the invoice for that repair. They have only provided us with the repair to have all of the their plumbing replaced and that was not anything that we damaged and/or worked on.
  
  We will be more than happy to reimburse once the customer provides us the repair cost for the joist and p-trap.
  

  Customer response

  06/03/2024

   I am rejecting this response because: there was more to the repairs than the business stated. One of the reasons for the back up and burst was the installer shot a nail thru the small pipe that he installed- going from a 2 inch pipe to a one and a half inch pipe. Also when a business damages someone’s property do they not have to pay for the damages and not just the cost of damages. That fact that this company did not get the proper permit and the shower was not inspected as required by law is another concern. And the ptrap that they keep mentioning- which I guess the plumbers installed, was not installed by the company and that ptrap MUST be installed. It’s code. So we have all these things that were code that weren’t followed. No, I don’t accept cost for all of these things that I paid for but didn’t get. And since they keep talking about how much time passed, the problems were hidden by the ceiling and it wasn’t until the ceiling had to be removed that the problems came to light. All of those things should have been done. They were required by law.
  
  
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a new shower installation from Bath R Us on March 3, 2023 (see copy of Estimate from **** ******, salesman for the company). Ordered for the main purpose of making easier shower experience for 98 year old mother. We needed more room, and a base with a height of 3-1/2" x 2" lip, with a smooth, easy-clean floor, a standard round drain, seamless connections where walls and base meet, new safety bars, shower head, faucet, shower hose, and curtain rod. The salesman ensured that we would get all of the above, and signed off for the installation. The total cost was $9750. There was no current shower in the bathroom because a previous company had taken it out and was going to install materials that I did not order, so I had to cancel with them. Bath R Us did not have to incur the time or effort to remove my old shower, but I explained in great detail that I had to have the materials, as ordered. They agreed and asked for a deposit of half the cost, which I paid. Installation was set for April 3-5. The installer was rude and did not review the materials with me that he brought. When finished, I told him he had installed the wrong base and drain from what I ordered, the same bait and switch as the previous vendor. He didn't care and left my home. We got a rectangular drain with a movable plate and a floor base with the wrong height and lip width (I got 2-3/4" x 4-1/2" lip, with only 1-3/4" height on the inside of the shower.) We constantly get water on the floor outside the shower. Shower bar is crooked and too high. Floor texture is rigid, hard to clean. Standing water in the shower and under the plate. Bad caulking. The company made a few adjustments, but just bandaids, There are safety and health issues that they left us, and it looks unsightly. Not what we paid for. Been in touch with managers for several months. Please see the letter I addressed to Sales, Installation and Owner, along with photos. They will not honor their Warranty.

  

  Business response

  11/13/2023

  Thank you for reaching out and bringing this to our attention. We have spoken multiple times with Ms. ***** about her concerns. This is a gross mischaracterization and can assure you that no bait and switch occurred as she claims. She is not only claiming this type of action from our organization, but also from the previous company she hired prior to us.
  
  Per her contract (attached), she ordered a specialty base from our secondary supplier Trumbull. This is the base that was ordered and installed (please see order acknowledgement from supplier attached). After installation, the customer claimed it was the incorrect base and she did not the square drain in the base. We assured that is was correct, but did schedule a service to review the base with her. Our Production Managers went to Ms. ***** home and evaluated the shower base and confirmed it was the correct base and that is was installed correctly. The customer informed our Production Managers that she was not happy that you had to lift the shower drain cover to clean it.  We informed Ms. ***** that we would re -caulk around the shower, but if she would like a different base, we would be happy to accommodate her, but there would be an additional charge for a new base.
  
  We pride ourselves on providing excellent customer service and are disheartened to hear such a claim.

  Customer response

  11/28/2023

  [BBB transcription via email, see attachment]

   

  It appears that BathRUs is not willing to take responsibility for the errors that they have made in ordering the wrong shower base for us, nor for the eights months of inconvenience they have caused us through several phone calls, in person visits, and hardships in having to deal with a shower that has numerous problems, caused by their errors.  I think it’s shameful that they are trying to take advantage of two single women who are seniors.  I can’t imagine them pulling this on a male customer.  We have dealt with BathRUs in good faith and spelled out specifically what we need for our shower installation, for a large sum of money - $9750.  We discussed for three hours and ordered what we wanted through their salesman, **** ******, and I find it interesting/deceitful that he has not been included in any of the many conversations about why I got a different product from what I actually ordered from him.  I have only been allowed to speak with the Installation Manager and Sales Manager.  One of Mr. ******’s big selling points is that this company gave a 30-year warranty on their product and service, which they are not upholding. 
  
  Per my initial Complaint filing, I spelled out to the company exactly what we expected/ordered for our new shower.  In their reply, they are stating that I ordered a “specialty base and drain”, which I did not.  They did.
  I have no knowledge of brand names/suppliers – I only know what I told them we needed for my mom and for the order, and **** ****** said that his company could supply it for us.  They also did not show me the change of product they were installing from what I initially ordered before they installed the wrong one.  I had no idea that they would change the base with different height and width measurements, a different hard-to-clean floor texture, different from the walls of the shower, or a different drain system.  It was supposed to be a round, standard drain.  Instead they supplied me with a rectangular plate that moved, dangerous for an elderly person, which retained water under the plate, causing mildew, and required constant cleaning beneath it.
  
  Obviously, this is not a reputable company to deal with because other than the above main problems, they left us with other issues after installation.  We had constant standing water after every shower that did not drain out of the base; uneven/unsightly caulk lines; loose safety bar hardware; a missing hose; a shower bar installed too high; and water constantly going on the floor because of the height of the shower rod and the lip of the base that was lower on the inside and outside of the shower from what we ordered.  We also had a belligerent installer that did not want us looking at his work while he was installing the shower.  At one point I had to have words with him because he was about to set up our shower to include shower doors – which I told him we did not order.  He had the wrong information in his notes, as he had the wrong base. After installation, he left immediately with an attitude, not even taking the time to show me how to use the new shower hardware and nozzles.  His young assistant had to clean up and apologized for the actions of this so-called professional installer.
  
  This shower was ordered in March, with installation dates of April 4-7.  I immediately called the company when I saw that they had put in the wrong base, etc.  I placed calls on all these dates over the past 8 months to try to get them to fix everything that was wrong:
  April 10 and 17; May 9; July 28; August 4, 8, 17, 18, and 28; September 26; October 9, 12, 23, and 27.
  (Photos have already been submitted of the disturbing problems that they have left with us).
  They delayed coming out several times.
  
  During the last 8 months, they came out just a few times, and put on these band aid/ non fixes:
  
  1) Re-caulked the inside of the shower base to stop the water build up, but it is not professional looking;
  They also left caulk in the corner going up the wall 6” and resin on the base;
  2) To sell us on the movable drain cover, they put in another more stationery one but water and mildew collect beneath it;
  3) Added a rubber strip with glue to make up for their error in the height of the shower ledge, but it is coming off and has mildew under it.  Water still collects on the ledge and gets all over the floor. It looks disgusting.
  4) Moved the shower rod down but it’s now crooked because no level was used upon installation;
  5) Did tighten loose end pieces on one of the safety bars but this bar is clearly older than the other new one installed;
  6) The new hose I was missing was delivered.
  
  Pictures have been included in my complaint of these disturbing items, including the base, which causes water to get all over our floor constantly.
  
  I spoke to the owner of BathRUs in October to try to resolve the error in the base and told him that I had seen the base I wanted if he didn’t have the one I initially ordered.  He asked me, on my time, to go to take a picture of it and send it to him, which I did.  He still rejected the fix. I still have all the other issues above.
  
  It appears that after BathRUs took my order, they couldn’t get what we needed, so they put in an order for what they could, not getting my permission for any changes.  Why they would say that I rejected what I ordered is beyond me.  This has been a really long year having to deal with these issues, and they should be ashamed not to want to make good on an order for a customer, especially with the large cost.  Instead, they are asking for more money to fix their mistake.
  
  I would expect more from a reputable company.
  

  
  

  
  

  
  

  

  Business response

  11/28/2023

  As mentioned in our previous response, we never switched this customers product. This is a gross mischaracterization and can assure you this type of behavior never occurred. In the previous response, we included both the contract and the order form from the manufacturer showing that we ordered per the contract.
  
  We remaining willing to re -caulk around the shower, but if she would like a different base, we would be happy to accommodate her, but there would be an additional charge for a new base as  there was no mistake and we ordered per contract.
  

  Customer response

  12/07/2023

  [BBB transcription via email]

   

  ****, per our previous conversations, I am still waiting on the fixes on my shower installation from April of this year.  The very least you need to take care of is the uneven caulking, rubber strip that was put on by your installer that has been coming off for months, straightening out of the shower bar, and taking out a moveable plated drain, put in without my permission.  Your company also needs to come up with the base I ordered and didn't get.  You can see for yourself that the height and width alone on the front (lip) and inside of the base I got doesn't match what is on my order.
  
  Please note that a copy of this email is going to the BBB, and I plan to file with the Ohio Attorney General's Office, as well, for your salesman taking an order from me on something you didn't deliver, and are refusing to do. Again, you need to deliver my correct order or refund my money on the shower so that I can get what I ordered and need.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed contract on 3/6/23 Installation was on 5/4/23. Salesman did not include all the information on contact that was on my original estimate. They agreed to install the missing grab bars and finish the edge along the unit as promised on the estimate because it was the salesman's fault for not including it on the contract. They also did something to the electric plug in my bathroom, it no longer works. They will not come back and fix it. They will not respond to my phone calls or texts. They also stained the carpet in my bedroom and have not offered to do anything about it. Also on the day of the installation, they broke the master valve in my condo building and I had to pay a plumber 500.00 to get it fixed. They did NOT offer to reimburse me for that either. The installer tightened it and broke the gate inside according to the plumber who fixed it.

  

  Business response

  07/11/2023

  
  Thank you for reaching out! We have spoken with this homeowner multiple times. Our production team only orders and installs what is listed on the signed contract. This protects both the homeowner and the company. We can only reference the signed contract when completing our installations. This is the first we are hearing of a stain on her carpet as this was never mentioned and not included on the signed completion form (see attached).
  
  
  During the installation, the installer advised the homeowner the shut off valve needed to be turned off. The homeowner agreed. The valve was corroded (at no fault of Bath R Us) and needed to be replaced. This is outside of scope of services and the homeowner needed to bring in a plumber for replacement. Per our contract on line 7 of the terms and conditions “ Because the existing plumbing may be old, corroded, or in need of repair or replacement, Contractor is not liable for any damage to plumbing below or behind the tub, including shut-off valves and drain shoes”.  We strive to provide upfront communication with our homeowners and wish that we never ran into situations where plumbing is corroded and needs replaced, however, this unfortunately is something that can occur that no one is aware at the time of estimate.  In addition, per the signed acknowledgement (see attached) we are not responsible for electrical.
  
  
  We have reached out to the customer to try and resolve her concerns, but we unfortunately cannot be held liable for existing corroded plumbing, for a stain we were never informed of, and items that were never listed on the signed contract.

  Customer response

  07/17/2023

   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.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2022 Bath-R-Us removed an existing bathtub and shower surround and replaced it with a very large shower. The total cost of the project was $19K. However, the shower floor pools water, won't drain, and the door as designed is to large allowing water to splash onto the bathroom floor. The materials are good and the installation team was professional, but the design and end-product are not worth the money paid. The slope of the floor flows water in every direction except the drain. The only way to correct the problem would be to tear out and replace the floor, but that is not what Bath-R-Us offered. Upon initial complaints (several), they finally agreed to fix it and returned in late October. They simply pried the floor up and tried to stuff extra material underneath to correct the floor drainage. It did not work. There has been no follow up. It now appears I am going to have to file a workmanship warranty claim.

  

  Business response

  06/26/2023

  Thank you for reaching out and bringing this to our attention. We have not received any communication from this homeowner since November of 2022. We were unaware that they still have concerns and were under the impression their service had solved their concern.  We stand by our product and installation and offer both a product and workmanship warranty to each of our customers. We have reached out to the customer to discuss their concern to try and find a resolution.

  Customer response

  07/02/2023

   Better Business Bureau:
  
  The Bath-R-Us Production Manager made a personal visit to inspect the issue with our bathroom shower.  He acknowledged the problem with the original installation and thought there were a couple options for correcting the problem.  He indicated he would review the options with his team and get back to us with a recommended fix by Friday July 8.

  At this point we are satisfied that Bath-R-Us is taking ownership of resolving the issue in reference to our complaint ID ********, and their approach to this resolution is satisfactory to us.

   

  ***** ****

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Bath R US for a bathroom tub/ shower replacement. Cost was to include everything except replacement materials cost if wood was rotted and needed to be replaced. No cost for additional labor or time. I was to be presented with receipts for the needed replacement materials and that cost would be added to my final payment. Upon demolition ,rotted wood was found to be needing replaced. My husband was told it would be up to an additional $1200 for the project. He agreed to pay for the materials knowing that it would not be anywhere near $1200. Day 2 of the install I asked for the receipts and was told that it was a flat $1200 to do the job, materials and labor. I spoke with ** from Bath r us and showed him text messages from the sales rep stating materials only to be charged to us. After the workers sat in their truck for an hour while this is being sorted out, ** then tells me a flat $600 is needed to finish the job. If I do not agree to the $600 cost, work does not get done. I asked what if materials cost does not equal $600?. I was told it was $600 to finish the job. Basically strong armed into agreeing to pay the $600 or not have a bathroom to use. That should never have happened. Very unprofessional.

  

  Business response

  04/18/2023

  Thank you for reaching out! Unfortunately in this particular situation the customer had a large amount of rotten wood (see attached photos) that was unknown during the sales process. We inform  our customers on the contract and also the acknowledgement (please see attached signed contract and also initialed acknowledgement) that there is an upcharge should their been rotten wood in the shower area that is unforeseen during the initial sales process. With construction, we often are not able to know if there is existing damage behind the shower/tub area until the existing shower/tub is removed.
  
  We typically do charge the customer for both the material and also the labor associated with repairs like this. This particular customer did have a large amount of repair work needed which will result in an additional 5-6 hours of work needed.  This type of repair is not included in the original estimate as repairs likes this is often not needed on many projects and we are unable to know if there is damage during the initial sales consultation.
  
  The customer was told by our Production department the cost it would be to make the repair (material and labor). The customer then stated she spoke with her Sales Consultant and he told her it would be only for the material amount. The Sales Consultant mis- spoke and because of this we did remove $600.00 to credit the labor.
  
   I can assure there was never an attempt to strong arm the customer into paying an additional amount. The customer was told prior to the repair being made and was given the option to let us make the repair or have someone else come and make the repair.
  
  We make every attempt to be upfront with our customers on the process and have contracts and acknowledgements in place to help support that communication with the customer. We wish that we would never encounter a situation where the damage is hidden and unforeseen, but unfortunately in construction that is not the case.

  Customer response

  04/21/2023

   I am rejecting this response because:
  While I agree construction quote is difficult, I was told I would only be charged for the materials. I have learned my lesson and will always get things in writing.  I was told so many things throughout this process but never put them in writing.  From changes in shelves, to a shower caddy, to a ceiling piece,  walls being knocked out. At the end of this project I wasn't sure what I was getting.   I was woking in good faith, this company wasn't.   I want to warn future customers that they need everything in writing.  This can be a closed case , but I stand by my claim against this company.  
  
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached

  

  Business response

  12/02/2022

  Thank you for reaching out! We can assure you that our company has not and will not take advantage of seniors or any homeowners. We have contracts in place to protect both the homeowner and the company. In this particular situation, the homeowner signed an agreement (see attached) to have her bathroom remodeled. During the initial estimate, the homeowner agreed to fund her remodeling project through financing (as shown on the contract which shows she financed through Sunlight and also financed her deposit). While at the customers home, the design consultant ran her credit (which she provided all the necessary information) and she signed the loan agreement. After her 3 days of right to recession (see attached signed notice of cancellation form) we pulled the customer deposit.  The customer then contacted Sunlight 2 days past her cancellation period and informed Sunlight that she did not want to use financing anymore to fund the project, but pay cash. Our Sunlight Representative contacted us and informed us of this. We then reached out to the customer and the customer stated that she wanted to still move forward with the project, but wanted to pay cash instead. We told her we would send her addendum and would refund the Sunlight deposit once we received her payment. We then sent the homeowner over an addendum for her review. The homeowner opened the addendum (see attached), but never signed it. We attempted to reach the customer multiple times to see what the status was as we have not received her signed addendum. We then were contacted again contacted by Sunlight (19 days from the initial visit) and this time were told that Ms. ***** said she cancelled (we still today have never received a cancellation). Ms. ***** was then instructed that she need to speak with us. We then reached out to the homeowner and she then stated that she never signed an agreement with us or sunlight and stated that she was getting an attorney and hung-up.
  We remain willing to work with this homeowner and have offered to provide her with her product that she ordered once it comes in, but the accusations that we took advantage of a senior and that she never signed these documents are false. We have contracts in place to protect both parties and this homeowner never cancelled her order with us and even had multiple communications with us after her cancellation period confirming her project  (see attached text message ). We remain willing to complete the customer project or cancel the customers project, but it will need to follow the cancellation policy listed on her contract.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Received a phone call on Friday 4/22/2022 to start remodeling bathroom, we asked to be notified in advance so we can put in vacation days. That never happened. Took a vacation day for Monday 4/2/2022 for work to be started was told they was coming between **** received a phone call around 9:40 a.m. saying the contractor was not showing up. That was a whole vacation day waisted. Supervisor called after we said we wanted to cancel to let us know it's not their fault a guy called off, so out of the whole company yo have 1 guy? Was told we could not cancel or we would have to pay $500 penalty for cancelling because they couldn't fulfill their job duties the day they scheduled to do them. Very unprofessional. Then was told he could send his best guy out to do it on Wednesday what a joke so you are sending your best guy out on Wednesday to do a 3 day job in one day? SMALL CLAIMS COURT WE GO .

  Customer response

  04/26/2022

  [BBB transcribed phone call with consumer] 

   

  Consumer stated contacted the business directly and wants to close case as resolved. Was able to get ahold of the manager to come to an agreement. Manager stated will have someone come out on Monday and complete job, if cancelled will come out themselves and do the work. Advised consumer BBB will close case as resolved and if things do not go as the business stated then they are able to re-open the complaint. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sent a employee who told me they would be repairing the things that need to be done along with putting in a new shower. For example the wall containing the shower plumbing is in need of being repaired. After the original employee quit or was fired and i was referred to another. That employee qiut or was fired as well. Now am being told they will not uphold what i was told from their first two employees that worked for them. Now i have to go pick up the materials from them and cut ties with bath r us. They refuse to reimburse me for the loan i opened with them through ************* Since they have the materials. i am being forced to pick up the materials at their location and terminate the rest of the contract. I am disabled mind you. The only other option they gave me to cancel this contract from 5 months ago with nothing done to this day. They wanted to charge me $3,000 for terminating a contract they refused to uphold. This company is scandolus. They have lied to me, tried to bully me on the phone, and refuse to uphold what their employees told me. Mind you i have whitness to what i was told. Please be very aware of this company. They will only do the most minimal work, lie to you, bully you, and try to take as much money as they can in the process.

  

  Business response

  02/24/2022

  Thank you for giving us the opportunity to respond. We can assure you there was nothing “scandalous” that occurred here. We were contracted to complete a tub to shower conversion for this customer (as shown in the attached agreement). Per the agreement we were not contracted to complete any additional work outside of the shower/tub area. During her initial consultation with our design consultant it was discussed with the homeowner that additional work needed to be completed in her bathroom including, but not limited to, drywall work outside of the shower/tub area prior to us completing our services.  We were upfront with the customer and informed her that we do not offer that service and had her initial and sign an acknowledgement form indicating we do not offer drywall services (please reference the initial and signed acknowledgement form). In an attempt to help the customer we provided her a few referrals for those services. Unfortunately, at no fault of Bath R Us, those referrals were not able to assist the customer. When we contacted the homeowner to schedule her for her install, she informed us that the referrals were not able to perform the services she needed and the additional work had not been completed so we could not start the install. 
  
  
  The customer is wanting to hold us liable for services we do not offer and were not contracted for. When we spoke to the customer last we attempted to help assist her and offered to provide her with additional referrals in an attempt to provide good customer service. The customer refused and informed us she wanted to cancel. We informed her that she was within her right to cancel, but she would need to pay the cancellation fee as per the contract and offered to allow her to pick-up the material, even though we are not contractually obligated to do so.“Our cancellation policy as listed on the contract (see attached) states “ Buyer acknowledges that they were orally informed of their right to cancel this transaction. Any cancellation of this contract three (3) or more days after signing will be subject to a late cancellation fee of equal to the greater of the actual out-of-pocket costs incurred at the time of cancellation or thirty percent (30%) of total purchase price. Buyer acknowledges and agrees that BATH R US, LLC may set off the late cancellation fee against any Buyer deposit”.
  
  
  We are still more than willing to complete the work, as per contract, once she has another contractor complete the additional work needed. We, however, cannot be held liable for services we do not offer, were not contracted for, and informed the customer we do not perform. As an organization we pride ourselves on being upfront with homeowner and have contracts, expectations, and acknowledgements forms in place to protect both the homeowner and the company.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted Bath r Us to complete a bathroom remodel in 3 days. It has been over months and it is still not complete. Now I want a discount based on this delay. The owner is stating that he will not even consider any discount at this point. This is unacceptable to me. What course of action do I have?

  

  Business response

  02/16/2022

  Thank you for reaching out! At Bath R Us we take concerns of our customers very seriously and strive to provide excellent customer service. After we installed the tub/surround for the customer she contacted us that she was not satisfied with the surround and window kit. We agreed to redo the surround and window kit for the customer. The customer then mentioned to us she was not happy with size of the tub she selected on her contract. In attempt to provide good customer service, we reordered her a larger tub at no additional cost and did indicate to her that because we were ordering her a new tub the timeline to redo the project would be extended because tubs have increased lead times. Once we received the product in, we contact the customer to get her scheduled and she indicated that she would only accept a weekend install (which we typically do not offer). We were able to accommodate her request and provide her with a weekend install. While on her project, it was determined that the ceiling panel she requested could not be installed as it could jeopardized the integrity of her ceiling. Instead we worked with her and installed an exhaust fan it is replacement. The exhaust fan that the customer purchased requires a 2nd switch which requires a electrician. We, however, are not electricians and cannot perform that service which is stated to all of our customers on our acknowledge form.  The project has been completed and we are scheduled today to complete a minor service as the customer is not satisfied with her water pressure.  At this point we have made several attempts to satisfy this customer and have been unable to do so. Management spoke with her yesterday and she indicated to us that she wanted a large sum of money.
  
  While we strive to have every project go seamlessly, there is sometimes hiccups and unforeseen concerns that arise. When these occur, we attempt to get them resolved quickly and efficiently. We understand how important each customers home is to them and are consistently working towards making improvements and believe through integrity, commitment, and communication, a project will be successful.

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