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
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Five Star Bath Solutions of Dalton Remodeled my walk in shower on June 26. The company promises a lifetime warranty on the shower remodel that is fully transferable to the new owner if you should decide to sell your home. Five Star Bath Solutions has failed to provide me with a copy of this warranty despite many requests to the project manager, owner and contractor. I paid $12, 328.00 for this remodel and if they cannot provide me with a hard copy of my warranty, I expect a full refund of my money.
Business response
09/21/2023
Please find attached.
****** ** ****** ****** ***** ***
whom it may concern:
Please be advised that I represent Five Star Bath Solutions of Dalton and find its response to the above complaint herein.
My client provided the complainant with excellent service and installation per her review, attached hereto for your consideration.
Within 24 hours of the installation of the shower, the complainant left a negative review, which she and my client resolved in part by a small refund of $750 of the installation price.
Apparently emboldened by her first extortionate review, the complainant then made an additional one and demanded $1 , 500.00 in resolution.
Attached is the communication between the complainant and my client reflecting the resolution of the second negative review.
I note to you, first, as you will see from the contract of the parties, no lifetime warranty is granted by my client; second were one to have been granted, the complainant clearly relinquished any claims she may have had against my client in exchange for the funds she received.
Lastly, were the complainant to receive a full refund of her installation cost per her proposed resolution, she would receive a free shower, the price of the shower, plus the sums paid her by my client-a ridiculous proposition and one far exceeding any resolution available to her at law or equity-especially considering her only complaint to you is the lack of warranty paperworkfor a warranty that does not exist.
Given that you are now aware of the particulars of this matter, should you choose to post the complainant's blatantly extortionate review my client will pursue any causes of action it may have against you and will certainly pursue the complainant in all avenues available.
It is my hope that that is not necessary; that you will see this review for the frivolous and extortionate tripe that it is and deny being her accessory in her continued harassment of my client.
If I may be of any further assistance in your review, please do not hesitate to contact me.
Customer response
09/21/2023
Complaint: ********
I am rejecting this response because:I only ever agreed to remove negative reviews and not make any more negative reviews. I didn’t forfeit any contract agreements. Also, **** ***** is also part of the agreement , his name is listed at the top of the copy I the sales agreement that I submitted. I’m only asking for the hard copies of the paperwork we signed and submitted for our installation. No need for threats from an attorney. I was given $750 because we had to repaint our bathroom after five star ruined the paint around our shower door. The $1542 was for reimbursement of half the cost of the defective floor pan.
Sincerely,
******** *****Customer response
09/22/2023
The contract documents from Five Star Bath Solutions of Dalton were sent to me electronically and I signed them through something called docusign. The contract paperwork is no longer retrievable through this docu sign. All I am asking for is the printed copies of all the paperwork that I signed electronically with Five Star Bath Solutions of Dalton. In this paperwork, the terms of the contract, including the warranty that is promised on their website can be obtained. That is why they are refusing to provide me with the documents that I signed. A contract was signed off on by me in order for the finance company, ********** *******, to be able to release the funds to Five Star Bath Solutions of Dalton. I just want the copies of all the documents I signed, including the completed work contract.Business response
10/10/2023
The Docusign documents that are being referenced are contracts with ********** *******, not Five Star Bath Solutions. I do not have access to those documents, but I am sure ********** ******* will be able to provide copies upon request. A copy of the paper contract with Five Star Bath Solutions has already been submitted.Customer response
10/11/2023
Complaint: ********
I am rejecting this response because: Five Star Bath Solutions of Dalton provided a copy of the sales agreement, not the completed signed work contract. Per the company’s website, a lifetime warranty is promised. It is one of the main reasons that I chose this company to remodel my shower.
Sincerely,
******** *****Business response
10/25/2023
She needs to contact ********** ******* to get the paperwork. I think what she's referring to is the LCC which was signed when the work was completed. The only documents she has with us are the documents she already has copies of.
We offered to touch up the chips but she declined. We also compensated her for this. We paid her $750.
Customer response
10/25/2023
Complaint: ********
I am rejecting this response because: I still do not have paper copies of the original sales agreement or the lifetime warranty agreement. All Five Star Bath Solutions work is guaranteed by lifetime warranty that is transferable to the next home owner, should there be one. I’m not asking for the finance company paperwork, I’m asking for the completed work contract from Five Star Bath Solutions of Dalton.
Sincerely,
******** *****
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
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.