Complaints

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:04/18/2025

  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.

  4/01/2025 date of transaction, We purchased a shower setup from Pacific Bath. On the 18th of April a crew arrived to do remodeling the shower, but other individuals arrived without consent of previous crew and started a dispute in our house and led to outside our house being disrespectful that my neighbors can hear. The latter crew removed themselves , the latter crew disrespected our home by cussing loud at previous crew and one used our bathroom without asking permission and not flushing. We felt uncomfortable , the work was completed after the latter crew was gone.

  

  Business Response

  Date: 04/29/2025

  As part of our system of checks and balances, we occasionally send training leads to inspect a project to ensure the final product meets ******** high standards. All of our installation teams are aware that there might be training lead inspecting their project.  In this case, while the training lead did find opportunities to improve the installation of the project, the improper interactions between the lead of the original installation team and the lead trainer should never have occurred.  We regret that these interactions were not handled properly.
  
  Upon learning of these improper interactions, Pacific Bath's General Manager contacted the Customer's, expressing our apologies for the improper interactions between our two crews as it certainly was not to our high standards of customer service. The Customer's wife accepted our apology and indicated she was happy with the final installation. We completely understand a disagreement between our employees,especially in ear shot of neighbors, is not acceptable and would make anyone uncomfortable. We take these matters very seriously as we explained on the phone and are following up with additional actions to ensure this does not happen again going forward.
  
  
  

  Customer Answer

  Date: 04/30/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/12/2025

  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.

  Feb 1 2025 we had pacific bath come out to give us a bid for a shower. We wrote a check for almost 10 thousand dollars. Within a few hour we canceled. On Feb 3 the money was automatically withdrawn from our account using the routing number. We called and talked with ****. We were told that the job was canceled and a refund would be issued. On feb 7th another call was made regarding our refund. **** told us that yhe money should be there by Monday feb 10th. I called **** back on feb 11 and left a voice mail. Tuesday a.m.I left another message for ****. Tuesday afternoon I called and talked to ****. I was told that the refund was issued on feb 7th. And most likely my bank was holding funds to verify. And that I should call my bank. I did call my bank and they researched and traced this finding no trace of the money. I have called Pacific Bath and left 2 more messages.

  

  Business Response

  Date: 02/14/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the Customers concerns regarding the timing of his refund.

  As the Customer indicated in his complaint, he made a purchase with Pacific Bath on February 1, 2025, which he paid with check.  The check was processed as an ACH transaction on that same day (a Saturday). Due to the nature of ACH transactions and the fact that the purchase was made over the weekend, it takes a few days for the funds to be transferred to Pacific Bath's bank account.

  We were notified of the Customer's cancellation request on February 3, 2025,and the cancellation was promptly processed in our system on the next business day. Unfortunately, as we cannot refund funds we have not yet received, the funds were not available to Pacific Bath until February 6, 2025. Otherwise, before Pacific Bath received the funds, the maker of the check could put a stop payment to it.  Once the funds were deposited into our account, we immediately processed the refund on February 7,2025.

  It is important to note that the refund process, once initiated,follows the same ACH procedures, and typically takes 5-10 business days to reflect in a customers account, depending on their bank's processing times.While we understand the Customers concern, this is an industry-standard process, and we have no means of accelerating the transfer back to the Customers account.

  We apologize for any lack of communication regarding these processing times and appreciate the Customers patience. We have contacted the Customer to advise him of the above, assuring him that we handled the cancellation promptly and refunded the Customers funds as soon as they were received.  We recommend that he contact his bank to see how long until it releases the funds back to his account.

  We believe this matter should be resolved.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 

  Reading Pacific Baths i found myself shaking my head.

  Our check was not deposited,  they automatically took the money out of our account. How could i had canceled the check?

  i did call my bank on the 11th and they ran a trace. There was nothing in the account nor any money being held from Pacific Bath.

  Once Pacific Bath received my complaint the refund was deposited on the 13th.

  The communication with **** and **** was a failure.

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

  

  Business Response

  Date: 02/24/2025

  We appreciate the Customer's frustration regarding this situation, but he is incorrect that Pacific Bath only responded to his request to cancel the contract (i.e., refund his down payment) upon receiving his complaint with the BBB.  As indicated in Pacific Baths original response, we responded as quickly as possible to his request to cancel the contract and refund his down payment.  Unfortunately, Pacific Bath does not control how quickly transactions are processed in the banking/credit union (as the Customer's check was drawn on his credit union account) system(s). 

  Pacific Bank uses a third-party company to facilitate the processing of most checks received from customers.  As is our typical practice, we processed the Customers check through this third-party processing company.  While Pacific Bath does not have access to the Customers credit union account to be able to see when he had access to the funds, we have access to our records with the third-party processing company.  As noted in our original response, we could not process a refund of the Customers money until we had access to the funds in our account.  As the third-party records show, we did not have access to those funds until February 6th.  Also, the third-party records show that the funds were sent back to the Customers account on February 7th.  How long it takes for the funds to show up in the Customers account is beyond *********************** control.  Nonetheless, the third-party records show that Pacific Bath took all actions in its control before the BBB notified Pacific Bath on February 13th of the Customers complaint.
  

  
  

• Initial Complaint

  Date:01/10/2025

  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.

  Had a shower installed. The installers did such a bad job with the install, shelves too high wall not plumb sheetrock uneven. They said they would tear it out and reinstall it. they insisted on sending the same installers. the reinstall was not much better than the first. The wall is still not plumb so shower door is out of line. Door handle hits grab bar and drain is not what was ordered. The wall is so out of line they had to put shims in the wall to line up the shower valve. I got no satisfaction from *** the man in charge. He offered to adjust it. There is no way to adjust it without a complete reinstall because the wall is so crooket. I would like a refund of at least $5000 which they refused. I believe I may have been taken advantage of because I am a retired senior.

  

  Business Response

  Date: 01/29/2025

  At Pacific Bath, we are committed to reasonably resolving our customers concerns, as we have tried to do with this Customer. However, reasonably resolving a customers concerns does not mean that we just give money back because the customer makes a demand for a refund. When a customer has a concern, as a starting point, we determined if it is covered by the warranty provisions of the contract. If so, we honor those provisions and correct those warranty issues.

  In this matter, there were some warranty issues with the original walk-in shower Pacific Bath installed. Our local manager, ***, authorized a partial re-do of the shower that we accomplished. After the shower re-do, the Customer still has some concerns. However, unlikely what was indicated in his complaint, the walk-in shower does not need a complete re-do. The primary concern of the Customer has to do with the shower door. The type of shower door,a bypass, has a characteristic that there is a slight difference in spacing at the top of the door. This is required for it to have a proper seal. Again, this is not because the shower was not installed correctly but do to the nature of the door.

  We appreciate the Customers concerns and have provided him options to rectify them. To address his concerns, our Executive Vice President got involved to try to reasonably resolve this matter. She provided multiple reasonable options. As to the shower door, she advised the Customer that we would pay to have a custom shower door installed by a third-party. Another option she provided was for him to keep the existing shower door and give him a credit of $2,150 for the door, which is the reasonable value for that shower door.

  The Customer declined both options. During a call with the Executive Vice President, he kept insisting that he should receive a refund of $7,500,with no basis for why he should receive that amount. After the call, the Executive Vice President sent the Customer an email re-iterating the options we were committed to doing. We never directly heard back from the Customer. Instead, he contacted his credit card company disputing $5,000 of the payment he made. We challenge the dispute indicating there was no basis for the $5,000 claimed by the Customer. The Customers credit card ********************** agreed with us.

  As there was no basis for the Customers $5,000 dispute with his credit card company, there is no basis for his claim now of $5,000. Accordingly, we respectfully decline his demand. Nonetheless, we are still committed to trying to reasonably resolve this matter. So, we will reiterate the option of refunding him the $2,150.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22795125
  
  I am rejecting this response because:

  The work was not completed to my satisfaction.

  The first install of the shower and putting the wall in so crooked and was so bad that *** agreed to redo it. He insisted the same crew do the job even though I requested someone else. *** said he would oversee the "reinstall" to ensure it was done correctly. When the crew showed for the redo, they did not seem to know what they were supposed to do. I had to call ***. When he arrived, he explained what was to be done and then promptly left and never returned until I called Him after the job was completed. The "reinstall" was almost as bad as the first. The wall they installed is still crooked, so the doors do not align properly. One door handle hits the grab bar. One panel is not properly glued in place as the wall is so crooked that they installed shims behind it to make it fit. Shower drain should have been brushed nickel but is only white plastic. Any real "professional" would not have installed the wall so crooked. 

  *** offered to have someone adjust it, but I declined as I felt I was being lied to about the whole thing. I also see no way to adjust anything without ripping it out and starting over.   *** offered $2100 for someone else to correct the problem.  I felt this was insufficient for the issues and the waste of my time.  And I feel we were taken advantage of because we are seniors.

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

• Initial Complaint

  Date:10/09/2024

  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.

  Walk in shower was installed Feb. 23rd & 24th, 2024. Seal on sliding shower door was not flush with wall. Mar. 5th, called about the seal. April. 9th, tech discovered bulge in wall. May 21st, I discovered water under baseboard. May 29th seen floor tiles were lifted, sent video of leak to our ***. **** 10th tech came out resealed seams and took seat out, put it back in, & resealed it. July 24th tech ***laced 2 walls, took doors out saying they were defective, put up shower curtain. He took our toilet out and drug it across the floor in our other bathroom and scratched our brand new floor. Sept. 3rd, 8th, & 9th sent *** text, no response. Called & left message on Sept. 8th and 19th, no response. Sept. 25th called another ***. *** called back & said she needed to get some background on our case. Was told our previous *** is no longer there. *** called Oct. 7th and will get back with date to put doors on. Oct 9th, techs came and checked shower out. There is still a bulge in two walls, so doors will not fit correctly. I am concerned about the floor underneath the pan, the floor, and the wall where the leak was. It was not a drip, it was a stream and had been leaking since day one! I want my $21,000 shower fixed and damages to the wall and floor. It's gone past the point of ridiculous. I just want it done right so I can enjoy my shower like I should be able to!

  Customer Answer

  Date: 10/28/2024

  On Friday, Oct. 18, 2024 Pacific Bath replaced 2 walls of my shower and put up new doors. They were very thorough and did a very good job. They made sure everything was level and all pieces were sealed well and assembled correctly. They made sure I was satisfied with the end result. We waited until Sunday to use the shower and at this time there is no leak. 

   

  Thank you for your services,

   

  ****** ****

• Initial Complaint

  Date:07/12/2024

  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.

  In April 2024 I had my estimate (AKA sales pitch). I wanted to make my master shower bigger in the remodel process, really the main reason I was trying to update it. She took some measurements, gave me the pricing and I signed the contract. A wall was to be torn down and rebuilt a few inches back to create more space.A few weeks later I got a call saying that they couldn't do that. So we settled on a new contract where they would tear out the wall to make the shower bigger and then I would find a custom glass company to fit the remaining 2 sides (a wall and door)Upon installation in July, the team showed up and quickly realized what was to be done could not be done. The installers were awesome and did the best they could with what they were given. However, it was nothing similar to the contractual agreement. No wall was taken down, and there was no additional space added to the shower. No new contract was signed where I agreed to the last minute changes made. In addition, there was no plumbing inspection.

  

  Business Response

  Date: 07/26/2024

  As the Customer indicated in her Complaint and demonstrated by including the original Statement of Works (dated April 1, 2024), the bathroom design consultant designed the Customer's bathroom upgrade to include removing a wall to have a 48" x 36" shower pan installed.  After every agreement is entered into, an installation manager reviews the agreement with the pictures taken during the consultation process to determine if there is anything that might prevent Pacific Bath from installing the job as designed.  As is our normal project, an installation manager reviewed the Customer's agreement (including the *** she uploaded as part of her complaint) and determined that the project could not be completed as originally designed.  When it is determined a project cannot be performed as designed, we go back to a customer to explain the situation and come up with a redesign that can be installed.  Sometimes, this requires the agreement price to change.  Both the redesign and the price change, if any, are reflected with a written change order agreed to by both the customer and ********************** Bath.  As is our normal process, we went back to the Customer to explain how and why that we could not install the 48" x 36" shower pan as she originally was agreed to.  We sent her a Change Order reflecting the shower pan being reduced from 48" x 36" to "36 v 36".  As you can see by the included Change Order that the Customer electronically signed May 8, 2024, she knew that she was not getting a larger shower pan nearly two months before her new walk-in shower was installed earlier this month.  The Change Order also reflects that there is a price discount of $1,100 from the original agreement price.  While the Customer did originally want a bigger shower pan, she agreed to, by signing the Change Order, to Pacific Bath installing the smaller shower pan.  Thus, Pacific Bath has complied with its contractual obligations. 

• Initial Complaint

  Date:06/19/2024

  Type:Product 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.

  Beginning June 18, 2024 have have received phone calls/text from Pacific Bath want to inquire about a remodel I requested. FIRST, I DID NOT REQUEST A QUOTE. I have sent a message asking them to stop calling but continue getting calls. They need to stop.

  

  Business Response

  Date: 06/24/2024

  At Pacific Bath, we use different marketing partners to assist us in generating leads.  Included in those marketing partners are third-party lead aggregators who provides us and other home improvement contractors with leads.  Typically,potentially customers go on-line to a third-party lead aggregators website indicating a potential interest in a service, in our case a bathroom upgrade.  The third-party lead aggregator then provides the potential lead to us and other home improvement contractors.  So, the interested party might not know exactly what home improvement contractor might be contracting him/her/them.  Additionally, sometimes it is someone else who makes the inquiry supplying contact information for someone else, e.g., one spouse supplying contact information for the other spouse. For these reasons, potentially the individual does not know why we are contacting him/her/them.

  In this matter, we received the lead with the Customer's information on June 18th.  Pursuant to our process, we attempted to contact the Customer that day, leaving voice messages. Not receiving any contact, the followed up the next day (June 19th).  At which time, the Customer texted the following message, "STOP F***G CALLING ME I DID NOT REQUEST THIS. PACIFIC BATH HAS NOW BEEN REPORTED[.]" Also, pursuant to process, we put the Customer on our internal Do Not Call (DNC) list.  We have had no attempted communication with the Customer since receiving her text.  

  As her requested resolution was for Pacific Bath to stop communication with her and that we had already done so before receiving this complaint, we believe this matter has been fully resolved. 

• Initial Complaint

  Date:03/28/2024

  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.

  Back in October 2023, we decided to upgrade the tub in our main floor bathroom. We chose Pacific Bath because they offered Kohler products, a two-day install, and no payments or interest for 12 months. They committed to providing the installation of a new Kohler tub, by a certified plumber who would/could replace a valve that was not working properly, and satisfy any finishing concerns. The plumber did not set the tub nor did an inspector come out. We experienced a leak, which was reported to Pacific Bath on 10/22. ******* was sent to our home on 11/3 and at which time they discovered mold, which affected three rooms downstairs. Timelines have consistently been missed, communication from the company has been less than desirable. Our calls, emails, and requests are ignored by their leadership team. We are five months into a two-day project and still have no resolution. I have lost countless hours trying to advocate for ourselves, as well as manage this project due to their inability to do so. So far the cost to repair our downstairs is just under $20k. We were told they would file an insurance claim to reimburse and repair us for the damage. To this date, no one from insurance has contacted us. The company continues to slow play the situation and are now requiring us to sign a release before any funds are released to us to begin getting our home back to a normal functioning state. They are not willing to respond to our request for compensation for not delivering the product as promised, not to mention the loss of use of our downstairs, along with medical issues I have experienced since we encountered the mold. Our current agreement is a one year no interest loan we have with them and that in lieu of paying us for the contractor and our out-of-pocket expenses, they want to put these expenses towards the loan which would leave us having to pay out approximately $20k to repair our home.

  

  Business Response

  Date: 04/09/2024

  As to the items addressed in the Customer's concerns, we have been working with the Customer for when the events first occurred last year trying to move forward to resolving all issues.  As the Customer indicated in her complaint, she and her husband contracted with Pacific Bath for us to install a Kohler bathtub, which we did using licensed plumbers.  Unfortunately, there were some issues that arose regarding water leak.  As soon as we were aware of the water leak, we hired a third-party mitigation company to address any issues related to the leak.  Further, after a period of time it was determined that the water leak might have impacted a shower that was below the bathtub.  A mold assessment company was retained to determine the presence of mold.  Prior to the Customer filing this complaint, the Parties had agreed to replace the shower at no cost to the Customer and to cover additional costs that she might have incurred regarding the leak.  Last Friday, Pacific Bath installed the new shower.  Based on the information we received, the Customer was satisfied with the newly installed shower.  The Parties are working together to address any other issues.

  Customer Answer

  Date: 04/15/2024

  Hi, I read the business response and wanted to ask how we should respond at this point. The information provided is inaccurate. Do we ignore and move forward since the President is involved and willing to resolve? I don't want to accept the response until they have issued a check and we have in hand.

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising 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.

  Tub to walk-in shower conversion. Sales person from Pacific Bath showed tile samples that were not the Kohler samples (this was a bait and switch tactic - which is fraud). I immediately rejected the Kohler shower panels and requested a refund.

  

  Business Response

  Date: 11/14/2023

  The Complainant states that Pacific Bath cannot show what samples which that were shown during the initial consultation.  This is incorrect.  Kohler LuxStone wall samples were shown as it is the only wall system that Pacific Bath installs and the only samples its sales consultants have.  The contract documents reflect that Pacific Bath was to install Kohler LuxStone walls.  The contract price also reflects that Pacific Bath was to install Kohler LuxStone walls. The only thing that is contrary to what everything else supports is what the Complainant states, without support, different samples (i.e., non-Kohler LuxStone wall samples) were shown.  As to the Customer, she has never stated that she was shown anything but what Pacific Bath was contracted to installKohler LuxStone walls.  Again, there was no bait and switch by Pacific Bath or its sales consultant.

  As to declaring the contract NULL, despite what authority she thinks may or may not have, the Complainant does not have the authority to void the contract.  First, no third party, no matter the relationship to a contracting party, has the authority to cancel a valid contract, like the one that exists between the Customer and ********************** Bath,unless the third party has the legal authority to do so.  The Complainant has not provided anything to show that she has legal authority to cancel a valid contract her mother entered.  Second, there is nothing to support that the contract is not validPacific Bath was contracted to install a Kohler LuxStone wall shower system.

  As to the Complainants request to refund the down payment made ($5,000), Pacific Bath respectfully declines her request.  Again, as pointed out above,there is a valid contract that exists between her mother (the Customer) and ********************** Bath.  Pacific Bath started to fulfil its obligations under the contract until the Complainant impeded Pacific Bath from completing its obligations.  Even the Complainant acknowledged as much in her original complaint. As she stated, Pacific Bath completed a whole day of work by a two-person installation crew and a subcontracted plumber. Specifically, these individuals completed a demolition of the old bathing system, installed a new shower pan, and the subcontracted plumber performed the plumbing necessary to accomplish these actions.   Pacific Bath incurred costs for the work performed at the Customers home.  Yet, the Complainant wants to get these costs for free based on her unsupported allegation that the samples she saw where not what Pacific Bath was going to install.  Because of these incurred costs, Pacific Bath cannot agree to the Complainants request. 

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20807735
  

  This was a complete "Bait and Switch" that the Pacific Bath salesperson performed.  He brought tile samples into the house that WERE NOT  the Kohler samples.  We have 3 witnesses that can testify against your salesperson (who conveniently quit) after this incident.  

  Also, there has been a complaint filed with the ************ Contractors Board regarding this matter. 

  This was Misrepresentation or Fraud:
  When a party manipulates or conceals facts to induce the other party into a contract, it's known as misrepresentation or fraud. 
  Misrepresentation can be unintentional or intentional, while fraud is intentionally deceiving someone. In both cases, the contract is null, and the harmed party can cancel the contract and seek compensation.

  Still requesting $5000.00 refund.....

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

• Initial Complaint

  Date:07/18/2023

  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 05/09/2023, I entered a contractual agreement with Pacific Bath/Kohler, ********, **.Pacific Bath new I had a 50 Gal Hot Water tank, they told me they would install a hot water tank booster. In one day, they attempted to install 2 hot water tank boosters. Both failed. Now I have a $31,500,00 handicap walk in jaccuzzi tub/ shower. It is worthless. Not once did Pacific Bath tell me, the 50 Gal tank would not suffice. In fact they were quick to tell me, with the booster, i would have enough hot water.My wife has had 7 Major spine surguries, and I am a disabled Veteran. We both counted on this for therapheutic value.On 07/17/2023. I contacted the Pacific Bath install manager (****). In the conversation i would have to up grade to a larger capacity water heater, at my expense. I am completely confident, Pacific Bath new the 50 Gal tank would be inadequate, after $31,500.00 expense, you would think they could at least upgrade my water tank, I ordered a tank, The cost is $870.00 delivered. Thank you to anybody listening.PS I am asking for a refund of $870.00 I am doing the install myself.I would like for Verterans, Seniors, and Handicapped people to be aware of such scams like this from Pacific Bath/Kohler.

  

  Business Response

  Date: 07/28/2023

  As the Customer indicated in his complaint, the water heater was something he already had and not something he purchased from Pacific Bath.  Typically, a 50-gallon with a tank booster will be able to provide sufficient hot water to fill a walk-in bath. Yet, Pacific Bath never guaranteed that it would. There are too many factors that Pacific Bath cannot control that could factor into why a 50-gallon water heater, with or without a tank booster, will not be able to supply enough hot water, e.g.,the efficiency of the water heater, the plumbing in the home, etc.  As we did not provide the water heater nor did we guarantee that even with a tank booster it would provide enough hot water to fill the walk-in bath, Pacific Bath does not now have an obligation to provide the Customer with a larger capacity water heater.
  
  Nonetheless, we can understand the Customers frustration.  At Pacific Bath, our goal is for our customers to be happy.  Sometimes, in order to do so, we agree to do things when we have no obligation to do so, like we are going to do in this case.  We have discussed this matter with the Customer and have agreed to provide him with a larger, higher-wattage water heater at no additional cost to him. We have ordered the new water heater and have scheduled to install it on August 11th, if it arrives as scheduled.  Accordingly, we believe this matter has been resolved.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20336613
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/02/2023

  Pacific Bath has indicated they are working with me to  correct this issue. 

   

• Initial Complaint

  Date:06/27/2023

  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.

  Buyer BEWARE Pacific Bath sold us a walk in Kohler Lux Stone shower system with Lux-stone shower window wrap. They originally denied our request for a black shower pan stating ****** could not warranty the finish on a black pan as it clouds over time. They charged us $524 with a change order when we decided we wanted 24" and 36" grab bars instead of 12", 18" and 24" originally ordered. They removed our existing tub/tile and installed the Kohler shower system. They deceptively installed an off brand pan without any communication or change order.when questioned the project manager claimed they had not idea how that happened. Then they called several days later stating ****** was aware of the pan swap and authorized the fraud. They installed a off brand cut/trim window casing. The shower leaks.The plumbing is not centered on the wall.The walls, rails, pan and shower doors are all crooked by up to 1/2"The caulking seal is unprofessional, tacky, unproportionate with gaps. There are smudges of caulking all over the locker and shower.There are pieces missing from the locker such as the soap and razor holder.The shower opens from the inside straight into the toiler where you cannot exit functionally. There is no inside handle to exit the other side.They did not clean up a pile of debris from the demo left in my basement under the bathroom.They used the wrong tape to tape a paper barrier and removed the finish from my hard wood floors.When we realized the shower was leaking I reached out to the Project manager, project specialist and sales rep 10 times over 5 days before getting an after 5pm call back. They agreed the entire shower needs to be removed. They have refused a refund several times. At this point we want to move on from Pacific Bath and have a shower installed by someone else. They have refused a refund several times.

  

  Business Response

  Date: 07/25/2023

  While the Customer might have wanted something different, Pacific Bath installed according to the specification of the contracts.  Pacific Bath did not do bait and switch as implied by the Customer.  Based on ********************** Baths agreement with Kohler, Pacific Bath can use a different manufacturers shower pan if Kohler does not have a shower pan in the size required by the contract.  The contract does not specify that the shower pan was to be manufactured by Kohler.  What it specified was Pacific Bath was to install Kohler LuxStone walls, which it did.
  As to the Customers indication Pacific Bath used an off-brand to wrap the bathroom window, this is an inaccurate statement.  Pacific Bath used Kohler LuxStone walls to wrap his bathroom window.  It is our understanding the Customer thought the wrap would be a ******* insert. However, the wrap must be customized to the window, which occurred in this matter.  Nonetheless, for the misunderstanding of the type of window wrap was installed, we also offered to provide a credit back of that amount to the Customer.
  Regarding the Customers clearance concerns, we told him that we would be happy to diagnose and come up with a solution. Our design professionals take accurate measurements for the project during the in-home consultation. As to the Customers concerns with the toilet, the toilet from when our design consultant took the measurements and when we installed the shower is different than that toilet that is currently in place (at least from our visit to home after installation). We have photographs documenting the bathroom at the different stages.
  When a customer wants to change the specifications of a contract, it requires a change order.  This is a standard practice.  While Pacific Bath does its best to avoid all change orders that result in changes in price, a customer requested change *** result in a change of price of the original contract.  Again, this is what was required in this case.
  When we received word that the Customers shower was leaking, Pacific Bath connected and offered to send out a plumber immediately. From our understanding, it was explained to us that the shower was not leaking but water droplets found their way through the barn door bypass and request for service was denied at that time. We have offered on multiple occasions to address this issue despite the Customer implying that we ignored his request for service.  
  Unfortunately, the manufacturer does not always have the products when we need them.  The Kohler shelves were backordered, which we advised the Customer and explained that we would send the soap and razor holder as soon as they arrive.
  We understand that when things do not exactly go as planned, it can be frustration to a customer.  We advised the Customer we understood this and apologized for any inconvenience he experienced.   We have attempting to resolve all the Customers concerns.  We have been more than happy to address any warranty issue, but we have not been able to come to a mutually agreeable resolution.  Pacific Bath offered to re-do the project with different options to ensure the Customer was completely satisfied.  This offer was rejected.  We have even tried to resolve this matter using a third-party mediator.  We were unsuccessful.  While we try to research a mutually agreeable solution in every matter.  Sometimes, it is impossible.  Unfortunately, this is one of those times.    
  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20244460
  
  I am rejecting this response because: 

  I was sold a Kohler walk in shower system. The Kohler shower pan was discussed specifically during the sale. We were never notified or a change order presented that a different pan then ****** was being installed. When asked about the pan swap the Project manager acted surprised and stated he had no idea how it happened.  We were then  5 days later informed ****** new and approved of the swap. I asked for contact information for the Kohler representative several times and have been denied that information. 

  The window trim is not the same Lux stone material. 

  The shower leaks.

  The wall, doors, plumbing, and fixtures are crooked. the caulking is tacky and inpropotaionate. 

  There is damage caused to my hardwood floors by Pacific Baths contractors. 

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

  

  Business Response

  Date: 08/21/2023

  I filed the following response in the wrong place, more information versus additional response to the Customer's rebuttal.  So, while the response has already been filed, I figured it was best to file in the correct place.  Thus, I'm filing again. 

  In response to the Customer's belief that there needed to be a change order for his project for the shower pan, this is incorrect.  As the Customer is a contractor, he knows that a change order is only needed to change the scope and/or price of the contract.  There was no change to either the scope or the price of the shower pan.  The Customer maintains that a change order was needed because he did not receive as Kohler shower pan but a different manufacturer's shower pan.  As was noted in our original response, there was nothing in the contract that states that shower pan was to be a Kohler manufactured shower pan.  The only reference to the shower pan was in the job scope regarding the shower pan was to be a certain size and color.  This is what the Customer received.  Again, as was explained in our original response, "[b]ased on Pacific Baths agreement with ******, Pacific Bath can use a different manufacturers shower pan if Kohler does not have a shower pan in the size required by the contract."
  
  What is required by our agreement with Kohler and the contract with the Customer is that we install Kohler LuxStone walls, which we did.  In his rebuttal, the Customer indicates his belief that LuxStone was not used to wrap the bathroom window.  While this may be his belief, it is inaccurate.  Kohler LuxStone was indeed used to wrap the bathroom window.