ComplaintsforToledo New-Bath and Kitchen

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired New Bath to do a bathtub to shower conversion and remove a soffit. A 3-day job which salesman said would take 1 day. Work was started on 7/11/24 thru 7/13/24. On last day of job ****** (contractor) asked if we would like to see finished product. When we entered bathroom, we noticed that soffit area had not been repaired and a thin piece of drywall had been screwed in place. When we questioned soffit area with ******, he told us the work order said remove soffit but said nothing about repairing area. This being said he still decided to screw a thin piece of drywall in area in question. This is the most ridiculous thing we have ever heard, had we known soffit area would not be repaired we would never have asked to have it removed. When you hire a company to perform a job you expect it to be fully completed. On 7/13/24 ****** asked us to sign a completion and satisfaction certificate when we stated we were reluctant to sign because job is not completed, he stated if we don't sign the warranty will be null and void.... left with no option but to sign. Also, the shower doors that were fitted were not the shower doors we requested, we requested barn style doors when we met with salesman ***** who we met on 6/6/24 and initially signed up to have work done. After 24 hours wait period, we used the shower and found water leaks out from under sliding doors. Company did not use any form of moisture resistant board and used plywood to fill void where bath originally was and left original walls in place covering over them. This is not how the salesman said the job would be done. I called new bath on 7/15/24 to enquire when the soffit area would be done and also regarding leak under door...gentleman i spoke with said ***** was not around but took my number and said he would call...still waiting for call. Called company again on 7/18/24 and spoke with women and explained dilemma she said call salesman and hung up. Called salesman he said he would call back but never did.

  Customer response

  08/12/2024

  Further to original complaint # ********...separate issue. We hired Toledo New Bath to do a bathtub to shower conversion and remove a soffit. On 7/13/2024 the install was complete according to installer, and we waited the required 24 hrs. 'before first use. Was in fact longer because we waited till Monday 7/15/2024 before first use. We noticed straight away there were drain issues and shower was not draining like it should or like our old bathtub used to. We looked online for a possible remedy or reason this was happening and come across an article saying it could possibly be an air bubble in line and should clear with time. I was since informed by wife that installer stated to her, they had to install a side discharge drain which was different from our original bathtub drain which had no draining issues. This is why this issue was not mentioned in original complaint. The side discharge drain is obviously not working correctly. I called company August 2nd 5th 6th and 7th before i spoke with Stephanie who informed me the company typically let the installer have a look at the problem. Was informed he would call me but as of, yet he has not. Toledo New Bath committed to provide us with a walk-in shower we would love and would last for years and years. In reality they provided us with a walk-in shower that is not fit to be used for the purpose it is intended for.

  

  Business response

  08/13/2024

  Hello,attached is the contract we have with Mr. ******. Mr. ****** stated to me that he did not look over the contract before signing. Per the contract we removed the soffit  and installed a bypass shower door.  We feel that we fulfilled our obligations.

  Customer response

  08/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: Having read over the contract i see nothing that states we will remove soffit and leave it unfinished. If your bathroom was left like this, would you be happy?

  When companies are hired to do work in your property, we expect them to carry out the work with integrity and trust sadly missing in this instance.

  When i called Toledo New Bath on Friday 2nd August you were off so i called every day up until talking to you on Wednesday 7th August to tell you our shower drain is not working properly (old one never had any issues in bathtub) because i suspect the side discharge drain installer fitted is not working properly. You informed me you let installer have a look to see what is going on and that he will call you. It is now 18th August and still waiting for him to call. Since this install was done, we now shower and when we are done, we are walking about in at least 1 inch of water in shower base. This is not how a shower should work. ***** (salesman) promised us a shower we would love for years and years but what we ended up with was a shower not fit for what it was intended to be used for.

  Also, wrong shower doors were fitted. 

  There was nothing in contract stating what hardware we ordered for shower, but this was delivered so how can you say you fulfilled your obligation by leaving unsatisfied customers through your salesman's mistakes when he fills in forms wrong. 

  Come on Toledo New Bath do what is right and what any other reputable company would do. LEAVE THE CUSTOMER HAPPY.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed with Toledo New Bath to have our bathtub and surround replaced. I signed on April 15, 2024, and was told that someone would be out to measures within the week. It is now June ************************************************* Since then, the only communication has been when I call their office. Our salesperson (****) never answers his phone (goes straight to voice mail and as of today is disconnected). When I speak with the office there is always some excuse (i.e. "having trouble getting a tub" or material). The tub is just a standard tub, nothing special about it. I spoke with the office last Wednesday, June 12, 2024 and was told I would be contacted on Friday, June 14,2024 and confirmed that they had my phone number. That call never came. Today I've called the office twice and it goes straight to voicemail. With this delay, I have lost confidence in this business and now just wish to cancel and get a full refund.

  

  Business response

  07/02/2024

  This job has been completed. Thank You!

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toledo New Bath (TNB) installed a SanSpa (SS) walk in tub in Aug 2022; under warranty tub began leaking Nov 2023. Multiple calls to TNB in attempt to get repair. TNB installer replaced motor 12/6/23 after which the tub ran & then shut down & stopped working. Multiple calls to TNB, not able to leave message due to full mailbox. Email sent to **** ******* & others at TNB on 12/25/23 demanding resolution by 1/4/24. Call received from an installer on 12/26/24 he would come to home this day to repair, he did however the tub was not repaired. Email to TNB demanding resolution by 1/4/24. I completed a “contact us” form on SS website complaining about the tub. No response from TNB. Russ Wittkop, CEO of SS, replied with his phone number; my husband called, Russ assured he would make it right. Parts were replaced, multiple visits with failure to diagnose & repair, services person said he would speak with TNB & SS. No response from either company. Email sent 1/20/24 to TNB & SS demanding either immediate repair, replacement of the tub, or to remove the tub and refund our money. No response from TNB; Russ from SS said he would be shipping a new tub to TNB. I sent email to TNB & SS on 1/28/24 with no response from TNB or SS. On 2/2/24 we had consultation with a Consumer Attorney. Email to TNB & SS on 2/4/24 asking when the new tub would be installed; no response from TNB, Russ from SS replied 2/3/24 that the tub was shipped, he would follow up with TNB. Sent email 2/7/24 to TNB & SS begging for a response, we are in a desperate situation, my husband has no safe bathing options for when he returns home from upcoming major spine surgery. No response from TNB. I called salesperson from TNB on 2/8/24, begged him for help, Call received 2/9 from TNB, tub would be installed 2/15. Tub was installed, job left uncompleted & replacement tub had the stopped running. Voicemail messages left at both TNB offices & called Russ at SS. Please see attached email for the rest of the complaint.

  

  Business response

  03/25/2024

  Good evening, please send a copy of the detailed invoice from the electrician. I would like to see what my company's installers did wrong when installing the walk in tub.  Thank you!

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: The originally installed walk-in tub leaked but ran without shutting down. The tub only began shutting down after Chris from Toledo New Bath roughly installed a new pump. We were without the use of the tub for over 3 months and we had multiple communications with SanSpa and Toledo New Bath service technicians.  The only acceptable resolution is the financial reimbursement of $775.00 that was requested; invoices are attached along with a copy of an email that ********* Smith blocked from Toledo New Bath which demonstrates their unwillingness to cooperate in resolution.  
  
  Sincerely,
  
  ****** *****

  

  Business response

  04/17/2024

  Good morning, I would like to address the fact the email you sent to "*********" was never blocked. First of all, her name is spelled Stefanie, not *********. Please make sure when contacting someone you have the correct information. More than half of those email addresses you sent your complaint to are invalid! I will have to look into the check. Thank You!

  Customer response

  04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: an attachment was sent to the BBB with the blocked email address. The email returned back blocked was sent to an email address provided by an employee of Toledo New Bath. The other staff emails were taken directly from Toledo New Bath website and they were received because they were responded to by a call from the service technician. The bottom line here is not the email, Toledo New Bath was well aware the walk in tub was not working, they were not able provide a qualified technician to diagnose and repair the walk in tub resulting in having to have a new tub installed which was left unfinished by the installer.
  
  Sincerely,
  
  ****** *****

  

  Business response

  04/17/2024

  Toledo New Bath will be sending out a check today for your original request in the amount of $700. Thank You!

  Customer response

  04/26/2024

  
  Complaint: ********
  
  I am not rejecting Toledo New Bath response received 4/17/24 however we have not received a check as of today 4/26/24. Once a check is received, I will update the BBB.

  “Toledo New Bath will be sending out a check today for your original request in the amount of $700. Thank You!”

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 20, 2023 contract was signed and down payment made of $4,000 by my 89 year old mother, ******* ******, *** ** ********, ****** *****. She told them she wanted the ceiling repaired and a new exhaust vent, a walk in shower and new flooring. The contract also stated New Bath would install the flooring, vanity and toilet. Contract did not specify they supplied the flooring and my mother would buy the vanity and toilet. Seven weeks later they scheduled to start the job. My mother cleared everything out of the bathroom and they didn't show up the next day. The following day the job was started and the new floor and shower base was installed. The installer did not do anything with the ceiling and stated he would have to think about it over night. The next day the owner of New Bath called her and said they would take $250 off the total because they were not going to fix the ceiling or install a vent. When the work they did do was complete they had her sign a change order lowering the total by $250 for the exhaust fan. She was going to pay an additional $1,000 but paid $850 instead. The ceiling bowed down 3 inches and the ceiling was not repaired. Since then we had a contractor come in to give a quote on the ceiling and vent. To do the whole ceiling it would be an estimated $2,000 but will be more difficult since the shower walls go all the way to the ceiling. The salesman wrote this contract and didn't really know the work entailed to complete it correctly. But, more importantly, the owner thought by knocking off $250 it would resolve the problem and counted on my mother not doing anything about it.

  Customer response

  12/03/2023

  Service issues. Job not done. As stated in complaint they did not do the ceiling or the exhaust vent in original contract. 
  
  Date occured - November 8, 2023 job started

  Date of contract - September 20, 2023

  Sales person - **** ****** ****** ******** ********* he put the seat in front of the shower door and there is little room to get in the shower   is in front of other half of the shower  

  Desired settlement - $1,000 - $250 (already forgiven)  = $750.  The contractor wants $1,000 to repair and install a vent  $2,000 to replace entire ceiling and install a vent  

  
  

  

  Business response

  12/29/2023

  ******* ****** stopped into the showroom to make a payment. The owner and I spoke with her. We informed her would get a second opinion from another installer of ours. Attached is a picture of the signed contract with Mrs. ******. Per the contract it states we would REPAIR the crack next to ceiling fan and install a new fan. It does not say anything about installing a new ceiling. Our installer ****** who has been with the company for over 20 years completed this project. He informed us as well as the customer that if he removed the ceiling fan the whole ceiling would collapse. If that happened it would be additional work and money from the original contract. The agreed solution was a refund for not installing the fan or repairing the crack. Also in the additional notes portion it states install C/P (customer provided ) 30inch vanity and toilet.  The customer was aware she would be providing the vanity and toilet. We are trying to work with the customer.

  Customer response

  01/09/2024

  [BBB Transcription via Attachment]

  On December 13, 2023 my mom went in to the New Bath location on Bennett.
  She spoke with the owner and said she was not happy with the project. The main
  thing she wanted done with this project was to have the ceiling REPAIRED. It was
  in bad shape and they needed a new vent to help eliminate the moisture in the
  bathroom. ******, the installer, showed my mom the ceiling bows down about 3
  inches from the walls to center. The new flooring and shower base was installed
  and then it was decided the ceiling couldn’t be done. Why was this not realized
  when the quote was given? Also, it seems that when the work was started the
  ceiling should have been addressed first. Maybe that would have prompted a
  different approach to accomplish what initially needed to be done.
  Also, in response to the complaint that my mom had to purchase the vanity and
  toilet which I know she agreed to purchase. . . The advertisements on TV state if
  you’re paying more than $10,000 for a new bathroom you are paying too much.
  This bathroom was over $10,000 and didn’t include the vanity and the toilet. She
  had to go out and purchase those items at an additional cost. Word of mouth by
  satisfied or dissatisfied customers can reach a lot of people too.
  The owner said he would send someone out to look at the ceiling. To date no one
  has come to look at the ceiling or even called to say when they are coming.

  Customer response

  01/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  On December 13, 2023 my mom went in to the New Bath location on Bennett.
  She spoke with the owner and said she was not happy with the project. The main
  thing she wanted done with this project was to have the ceiling REPAIRED. It was
  in bad shape and they needed a new vent to help eliminate the moisture in the
  bathroom. ******, the installer, showed my mom the ceiling bows down about 3
  inches from the walls to center. The new flooring and shower base was installed
  and then it was decided the ceiling couldn’t be done. Why was this not realized
  when the quote was given? Also, it seems that when the work was started the
  ceiling should have been addressed first. Maybe that would have prompted a
  different approach to accomplish what initially needed to be done.
  Also, in response to the complaint that my mom had to purchase the vanity and
  toilet which I know she agreed to purchase. . . The advertisements on TV state if
  you’re paying more than $10,000 for a new bathroom you are paying too much.
  This bathroom was over $10,000 and didn’t include the vanity and the toilet. She
  had to go out and purchase those items at an additional cost. Word of mouth by
  satisfied or dissatisfied customers can reach a lot of people too.
  The owner said he would send someone out to look at the ceiling. To date no one
  has come to look at the ceiling or even called to say when they are coming.
  Sincerely,
  
  ********* *******

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Introduction: I turned 74 years of age this fall and am still physically and mentally capable of managing my activities of daily living, in addition, to managing my own company. Several of friends are not that lucky and 2 have walk in showers. I decided I would investigate remodeling my main floor bathroom to minimize my risks of future injury. I contacted several providers: ****** *********** ********* * ***** **********
  recommended by a neighbor, etc.. . I saw New Bath on a TV commercial. I met **** ****** in August who brought a new employee with him to my interview who was going to be a receptionist there. We spent a substantial amount of time discussing the project and established a good relationship. I felt he was knowledgeable due to his 20 years of experience, as well as, trustworthy, sincere and willing to explain details. I had also considered his services/presentation when compared to the others.
  First draft of Phase 1:
  On August 30, 2023, **** completed a form identified as Phase 1 detailing his product/supply recommendations. When I received it in the mail, I called **** to discuss some of the supplies because I didn't know what they were by his description. He stopped over and we discussed the revisions in my driveway. started taking notes so I could remember the edits to the next draft. **** was writing them too, and told me that I didn't need to do that so I discontinued my notes. I asked him to edit another Phase 1 form and mail it to me to read and sign. He said OK and he would have it sent to my home. I had given him a check deposit of $5,723.00 with a balance due at the completion of the project on September 12, 2023. The approximate installation was to begin in 4-6 weeks. I asked **** who he would recommend for the work if it was his bathroom. He said ***** so I said OK. I want him for my work and **** said it would not be a problem. I tore up the original Phase 1 copy since it needed editing with ****** updates so I wouldn't get confused about the copy changes. I never received it until November 16, 2023 when ********* or someone finally sent it to me. I cannot verify the second Phase 1 form has the corrections. For example, **** said I was getting plywood and not drywall, but it is not marked on this copy.
  **** never discussed the cancellation or refund policy printed on the back of the copy that was voided in August /early September at our initial meeting or at the second meeting. I never read it because it was printed on the backside of the original Phase 1 form without edits that I tore up in his presence. **** and I were focused on construction details only, requested changes, etc... He or someone on his staff did NOT personally send it to me.
  I called *********, the scheduler, on Monday, 10/30 to tell her I did not get my copy which was for Phase 1 since September. She checked and was surprised that the white, yellow and pink copy was intact. I asked her to please send it. I asked when the installer was coming because she told me they were coming on Wednesday, 11/1 or Thursday, 11/2 earlier in the month. She said he wouldn't be coming then. She told me he would be coming on Wednesday, 11/8 or Thursday, 11/9. I called on Monday, November 6 to confirm time and appointment. She told me that ***** would NOT be available until the end of November or December or
   
  Since neither have responded, I stopped over to the ******** Road location. The building was a little dark so I went up to the door and rang the bell. No one came so I then turned the handle to see if it was locked. It was open so l peeked in, no one come to the door and I left. When I turned around on my way to the car, I saw a woman standing a distance from a window. I had a client phone call come in so I left to take immediate care of my client's needs.
  Over the weekend, my neighbor told me about a company named ******* that has a partnership with ****** and **** *****. She suggested I should check them out because the sales person shows samples of the products, has a lap top presentation and does price matching with competitors. She signed on with ******* earlier in the week for her walk in shower project. I got an appointment for Monday, November 20 at 10 a.m.. The salesman did, in fact, bring samples, had a lap top and provided a personal presentation and answered all questions. His name was *****. He provided a page listing the topics we discussed and the desired supplies to be purchased. He gave me a week to consider it and would be BACK with a contract if I decided to go with them. His quote was NOT a contract! See enclosed copy. He also told me when the deposit is made his company completes the project as agreed and within the time frame they estimated. He said they are the number 1 provider for walk in shower installations the United States.
  I called both offices on November 20 during business hours and got no response from anyone after I left a message for *** and/or **** to give me an update on what was decided. I specified ******* name too because she spoke to me during the past 2 weeks. I wanted ***** last name and the office locations for both *** and ****. ***** did not return a call either.
  No call back from either *** and/or **** on November 21.
  No call back from either *** and/or **** on November 22. I left a message on ****** phone. I went to the ******** Road office around 1 p.m.. The front door window had a piece of paper with the hours and days open due to Thanksgiving Day. The office was closed at noon on Wednesday and was open again until Monday, November 22.
  I plan to send my letter certified with documentation on Friday, November 24, 2023 to appropriate individuals and/or organizations in hope to resolve this less than desirable behavior from Toledo New-Bath personnel.
  
  

  

  Business response

  12/15/2023

  Business has offered to send full refund to consumer.

  

  Business response

  12/15/2023

  On 12/4/23 the Business offered to send full refund to consumer.

  On 1/5/24 Consumer notified BBB that they received the full refund from the business. The following is an excerpt from the notification made by the consumer to BBB: "I received a check ***** on 12/26/2023 in the mail from New Bath & Kitchen LLC for the full amount of my initial deposit from 9/12/2023. I am holding it because I do not want my complaint canceled without some awareness to the general public so that no one else gets victimized."
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband was diagnosed with metastatic cancer & we needed to install a walk in shower for safety reasons. **** ******* from New Bath came to our house on 6/14/23, measured our shower & gave us an estimate. On 6/17/23 I went to their showroom to pick out the material. His office manager, *********, wrote up the contract & requested a down payment of $4,115. I wrote a check. She said she would contact me when the material was received to schedule installation. We never received a call to schedule installation. My husband died on 7/3/23. My son-in-law (SIL) sent an e-mail to New Bath on 7/4/23 informing them of my husband's death and to request the job be cancelled and a refund issued. No response came from New Bath. My SIL called and left a message to New Bath on 7/7/23 requesting a call back. No one from New Bath returned his call. I called on July 17, July 31, and August 1 requesting a call back and received no response. On 8/2/23, I received a voice message from **** ****** stating that my refund was in the mail. On 8/4/23, I received a refund check in the amount of $1470 with a note from **** stating this refund check was less the cost of materials. On 8/8/23, I sent a certified letter requesting the material since I had paid for it. I did not receive a response from New Bath to my letter. I called New Bath again on 8/15/23 and left a message. **** called me back that day. I asked if he could use the material and he said he could. I offered that he could keep the material and I would also give up $800 for his time and trouble if he would refund the remaining $1845. He refused. I picked up the materials on 9/14/23. The materials are not custom made as he stated was the reason for not refunding all of my deposit. They are way too big to be used in my shower. I am requesting a full refund & that the materials that were not custom made as I was led to believe, be picked up at my residence by New Bath at no cost to me. Supporting documents available upon request.

  

  Business response

  10/12/2023

  First of all, our company does not have an employee by the name of **** ******. In light of the situation we agreed to give Mrs. ***** a partial refund. She was informed by **** (the sales representative and owner) the wall panels come in one size. Our factory trained installers would then custom make the acrylic panels to fit her shower. Attached is the terms and conditions of the contract Mrs. ***** signed. Per the signed contract we are requesting the balance of the non- refundable deposit be returned. In addition to the 30% restocking fee of the total contract amount. Please submit payment within 14 business days. Thank You!

*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. ↩