Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/16/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
2/2023 Re Bath installed bathroom.2/24/23 sent email that tub was making creaking sounds when standing in it 3/10/23 install mgr. looked at tub and said that he would get back with me after coming up with a solution 4/10/23 sent email stating that it has been 1 month and no response from Re Bath 4/11/23 received email from RE Bath stating that install mgr. spoke to his boss about the issue but they are both out on vacation 4/25/23 received email from Re Bath stating that they didn't think it was an issue but they would send someone out and come up with a solution on the spot.5/1/23 email from Re Bath stating that there was a change in plans because they had the wrong house in mind and would send someone out.5/1/23 Re Bath came to the house and drilled holes in the side of the tub and used 2 cans of spray foam. Told to wait 24 hrs before using.5/2/23 Waited 24 hrs as suggested but continue to have same issue. Re Bath said to wait a few more days.5/5/23 send a video with sound to Re Bath & install ************** showing the issue with the tub install.5/12/23 sent email to Re Bath stating no one has responded to my request 5/12/23 received email from Re Bath stating that install mgr is gone for the day.5/15/23 received email from Re Bath stating that the install mgr boss is out of the office today.5/2/23
Business response
05/17/2023
Hello, We have been in constant contact with ***************. We are trying to resolve any issues. We are just waiting on approval to replace his tub under warranty. As soon as we get the approval, we will be ordering all new materials and replacing.
Customer response
05/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. Will be waiting for the business to get approval from corporate to reinstall tub and panels. Would prefer not to close this complaint until project has been completed satisfactory.Regards,
*******************Initial Complaint
03/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This was supposed to be a 3-day job. To remove tile off the wall, get the walls plastered, replace the tub/shower.May *****th 2022 -not completed for 8 days. 2nd day sick call-pushed everything back.Paid for a hotel w/ child and two dogs-didnt have a toilet.-started talking to ******* from re-bath June 15th June 16 - came to fix leak June 27 -came to fix caulking issues Aug 9-message on ReBath app.******* Oct 14th Oct 28 - no call no show Nov 2 - measured sink Nov 22 - no contact w/ job manager Nov 23-********************* called to have us to measure the sink?!Nov 30-request to talk to Bobs boss Dec 1-*********************, boss, reached out-request of top and choice made Dec 14-f/u email with no response Dec 30 - scheduled replacement sick no show Jan 6 2023- caulk & sink Our sink top was broken when it was being removed, told to pick new @ local store. They would it honor our request and use a cheap material instead of stone as our original was.We also needed an emergency visit because of leaking pipes and another scheduled visit after for various other issues (electrical outlets not working, caulking already cracking, etc.). We have not had a good experience in any way with ReBath and hope that you can at least replace the sink to ease some of this disappointment.This project started in May of 2023 and is still not complete. When they came to replace the sink top they failed to replace the sink faucet as they said they would-as they replaced it when they gave us the inexpensive, cheap looking faucet from an item at Lowes or *********** We had requested a single piece faucet/knobs and got a three piece. Their customer service has been horrendous, their quality of work has been horrible-once all payments are received with the 7.8% interest we would be paying over $33,000 for a horrible experience and work.******* only came into conversation when a family member reached out to a friend from ReBath for us.******* was great. ********************* was not *****************Business response
03/14/2023
We do apologize for any issues that *** have happened during this project but we have worked with the customer to resolve any and all issues.
During the process of removing the existing vanity, the existing countertop was accidentally broken due to the way it was previously installed. We took full responsibility and replaced the countertop for no cost to the customer.
The customer did send us a text message (see attachment) of which faucet they wanted us to purchase and install, so that is what we purchased and installed.
Besides the customer not liking the faucet they picked out, there are no other open issues at the project that we are aware of and the bathroom is and has been fully functional.
Resolution:
If the customer is not happy with this selection, we will be more than happy to replace the faucet for no charge.
Customer response
03/14/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Yes, the sink was replaced however, the original sink was broken on May 23,2022 and the new sink not installed until January 6, 2023.
Please provide us with confirmation of the request for $15,000 off our loan and 0% financing for the remainder.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business response
03/15/2023
Hello, We did install a brand new countertop, sink and faucet at the time of your installation in May that was fully functional. It was not until Oct 14 that you reached out to our office that you did not like the countertop that was installed. At that time we agreed to replace it with a custom quartz countertop. Due to this being a custom top we had to template the space and send it out for fabrication. At no time during the entire process were you left without a fully functional countertop and sink. Again, we do apologize for any issues. All issues were promptly taken care of under your warranty.
At this time our final offer stands of replacing the faucet with something you like better for no charge to you.
Customer response
03/16/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Please look back at all of the text message images from our outreach to *********************, provided on the original complaint. This does not include all of the phone call attempts, as the phone log only stays for a period of time. Additionally, messages were sent on the ReBath app looking for help. We should have never had to reach out in the first place. The fact is, ReBath knew they werent providing the proper replacement and honestly, I believe figured that theres two women in the home so we wouldnt press the issue.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid $14,000 for my old tub to be taken down and a new one replaced. I also got my bathroom ceiling replaced. The first time they came they installed a panel with scratches on it, and shortly after the sealant around the edges of the tub started peeling allowing water to seep through the back of the tub and into my basement ceiling. They came back with a new panel and in the process of putting that in they broke the shower head and didn't say a word. When I turned the water on in the shower the shower head fell on me. They also went over the sealant again which peeled yet again. The said all I would have to do to my ceiling was sand it and paint it. There were cracks all around the edge that had to be filled in. I had to have someone else come in and finish the work. The sealant is still damaged. They broke my closet door and put their tools on it. They came back to "fix it" and it did work for a little while but is now broken again. I had no problem with the door before they broke it originally. This work was done in July 2022 and it is now December 2022.Business response
12/06/2022
Hello, We are very sorry to hear about any issues you may have or had as this is not the experience we want any of our customers to have. Unfortunately in remodeling, issues sometimes happen and as a company we stand 100% behind our work and our warranty. We are always willing and available to correct any and all issues.
Anytime that you called for an issue, we promptly sent out a service the to look at and correct the issue. Our service department is tying to reach out to you to set up a date/time to look at and correct any any current issues you may have. If we are unable to get a hold of you, please feel free to reach out to our service department at ************ to set up an appointment.
Thanks
Customer response
12/06/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
11/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed a contract for a 2-3 day bathroom renovation of our shower and flooring. Unpon completion of the job, the flooring began buckling in places and a kick plate to be installed under the sink was never done. We contacted the warranty department for a ************ materials arrived they came out and said they would need 2 days (the first being to demo the existing floor and to place a self leveling material down that would need time to dry) Two men arrived to complete the work and they smelled of marijuana. At the end of the first day, it was clear that the leveling material was not placed down. An absolute mess was left (picture attached). When they returned the next day they said that they needed a different leveling material and would complete the job that day. They arrived at 8 and left for over an hour at noon because they did not have enough flooring to finish the job. At 4:30 I was told they would need to come back again next week to finish the grouting. Upon seeing the bathroom I noticed further damage done to our newly installed baseboard(pictures attached of what was done) I have been in contact with management with little success. At this point, I want the work completed as outlined in our contract but am also seeking compensation/billing adjustment for the complete inconvenience, wear and tear on our home (glue stuck to our carpets) and the days I have had to remain home from work to accommodate them coming back into my home.Business response
11/14/2022
Thank you for reaching out and bringing this to our attention. We sincerely apologize for any issue you have encountered. I will get together with my team tomorrow morning to go over all the details and come up with a complete game plan to resolve all issues to your satisfaction.
I will have our service department reach out to you to communicate what the plan is, make sure you are in acceptance and will schedule a date to get it completed.
I again apologize for any issues and I ensure that they will all get resolved to your complete satisfaction.Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired Re-Bath to install a bathtub and shower, which they did. They also removed the insulation in ****** of the exterior wall, which I saw being taken out of the house. It never occurred to me that I should have been watching the installation of the new insulation. This was discovered when the siding was being replaced on my home, the exterior wall sounded hollow, upon removing the side wall, which I should NEVER have had to do. My bathroom is on a 2nd floor dormer. Needless to say this would have been a costly issue with frozen pipes and ************* issues. I called Re-Bath explained the issue and sent detailed pictures. They offered me a $200 gift card, which I refused. I paid $12000, for this unprofessional overpriced experience. I agreed to this $12000 but I also expected, for that amount, a professional job. If I had not been residing, this lack of insulation would have cost me thousands of dollars, and clearly Rebath would assume no responsibility for it. When the salesperson came to my home, he was nothing but agreeable, but when I called him to have the tub hardware replaced because they did not use the brushed nickel that I asked for and that they did use on the rest of the fixtures, as stated in the contract, the salesperson said hed look into it and that is the last we heard from him. Unprofessional and highly disappointing company all the way around.Business response
11/14/2022
Hello, We sincerely apologize for any issues you may have had and would like to get them resolved for you ASAP. We did talk to you on the phone and you explained the situation of 2 or 3 bays were missing insulation when your siding company was working on the side of the house. While we have records and receipts for insulation being installed on your project, we still offered come down right away to put insulation in those 2-3 bays. We also offered to pay you $200 to purchase it (approx. $25 worth of insulation) if you did not want us to do it. Again, we sincerely apologize for any issues and we are trying to resolve the issue.
Customer response
11/16/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
This is not executable, they are not taking responsibility for a major error on their behalf, $200 would not come close to the labor cost, if I had not had the siding replaced I would not have known why the bathroom was cold and why my pipes had frozen. Im angry with the lack of professionalism.
Regards,******
Business response
11/17/2022
Hello, While we do understand our frustration to the issue, we are and always were more than willing to correct any current issues you may have had. We offered to send someone out the same day you called. We can not compensate on an issue that did not happen or have no way of knowing if it even ever would of happened.
Our offer stands to either have someone come to insulate the bays that allegedly has no insulation or we can send $200 gift card to purchase the insulation (the cost of the insulation needed is approx. $25)
We also stand by all our warranties for your project so if you ever do have an issue, it is covered.
Customer response
11/28/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
They are accusing me of removing the siding, exterior plywood and insulation, who would even think of that, there is no common sense to their accusations, and obviously will not except responsibility for their incompetence, the pictures say it all.
Regards,******
Initial Complaint
02/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I asked a ********** in-store salesperson to help me with purchasing tile for my shower. I was quickly re-directed to RE-Bath, who after pestering me with several calls, arranged for a hard sell in my home. All of my my more traditional ideas (tile, porcelain, etc) were pushed aside as they pushed their Durabath SSP Acrylic product. Total cost $27k+. I have since been told that my waterfront, well-appointed home would be de-valued by installing an inferior bathroom. (My master bath had to be quickly altered to allow for handicap accessibility for my husband. He has since passed away as a result of two neurological disorders.)I spoke with *********************** from re-Bath. He said that everything was custom and could not be returned nor refund available. In reality, none of it is custom -- and most of it is just sheets of vinyl or off-the-shelf products.Both the sales practices, product offering, and business dealings are unethical. I was not informed of the 3-day cancellation policy. I have not received any products or services. Thank you for helping me resolve this issue.Business response
02/18/2022
Hello, We entered into a contract with this customer on 11/18/21. At that time the customer reviewed and signed all contracts with our design consultant. Part of the attached ********** contract (page 11) the customers acknowledges and signs the notice of cancellation that states that have until midnight on the third calendar day after signing this contract to cancel with no penalty. This contract was sent directly to the customer at their email address for their review and records.
Also part of the contract process the customer had to sign the Scope & selections section that has all terms and conditions on it. This is the attachment the customer attached to this complaint. On Page 8 of this attachment it details what cost the customer is responsible if they terminate their contract after the 3 day recession period under the "Termination" section. "If the termination occurs after materials are ordered for the project, You will pay a service charge equal to the
greater of 50% of the contract price or the actual costs incurred by Re-Bath to the date of termination." This was also reviewed and signed by the customer on 11/18/21.On Feb 11, 2022 we spoke to the customer to set up an installation date. We had this customer on the schedule to get installed on 2/28/22. On Feb. 16th the customer called and said they changed their mind and wanted to cancel.
We have all their special order materials here in our warehouse and paid for all permits required by the City of Newport.
All we are looking to charge the customer for is the exact cost of all the special order materials we ordered for their project with no markup and any incurred costs such as permits. We are not looking to make any money on these products, we just don't want to have to lose money due to the customer changing their mind.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.