Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  05/25/24 sales *** from **** Fitter came to my home to give us a quote on taking out the garden tub and installing a walk in shower. He measured everything and showed us the design on his iPad. We agreed to pay for the more expensive doors. 06/13/24 installer arrived @ 8am to start on the project, he worked until 6pm that Thursday, he returned Friday morning @ 8am and worked until 1230am. The manager had changed the design without our knowledge and instead of doors, a glass petition was installed and the water was past the petition before it ever hit the ground. This resulted in our entire bathroom floor, closet floor and sheetrock and molding to get wet. The new shower floor already had a crack in it. I called them and discussed this with them. 06/26/24 I left work to meet the owner/manager at my home. He was very rude and talked down to me and called me a liar. His response was that we could buy shower doors and pay someone else to install them, he did not want to remove the glass petition at all. I told him that is not the design that we had agreed to, we agreed to doors. He told me that they cannot get doors that big (71 in), I got online and started showing him, he went to Amazon and placed an order for some doors that he chose. In the meantime, while waiting for the doors to come in, our only resolve was to put up a shower curtain, that stopped most of the water. I was not going to pay $12k for a walk in shower that I had to use a shower curtain.07/18/24 installer returned to ***lace the floor and install the shower doors. He worked until 5pm that day and returned the next morning. We got home and actually looked at it, he filled in the drilled holes from the glass petition with caulk and its very noticeable, he installed the new shower floor over the cracked one and water stands in the shower.When the installer stayed until 1230am, my child was home from college and elderly mother with dementia were trying to sleep.

  Customer response

  07/30/2024

  I have received text messages from the sales representative for Bath Fitter. I honestly do not want them back in my home. We will fix this as long as we are not charged for this disaster.

  Customer response

  07/30/2024

  I have received text messages from the sales representative for Bath Fitter. I honestly do not want them back in my home. We will fix this as long as we are not charged for this disaster.

  Customer response

  08/07/2024

  I have all of the text messages between me and Bath Fitter, I also have the letter they sent to ***** Fargo after I disputed the charges. The entire letter is a lie and the text messages I have prove it. Im sending you a copy of the letter. Bath Fitters are wanting to come fix it for the 3rd time in September.

  Customer response

  08/07/2024

  I have all of the text messages between me and Bath Fitter, I also have the letter they sent to ***** Fargo after I disputed the charges. The entire letter is a lie and the text messages I have prove it. Im sending you a copy of the letter. Bath Fitters are wanting to come fix it for the 3rd time in September.

  Business response

  08/07/2024

  We've spoken with the installer and the sales *** and neither of them said anything in regard to "the owner changed the order because the doors were cheaper." This is not the way Bath Fitter operates. The door *************** chose was a more inexpensive door, as it reflected in the total amount she was charged for the job versus her original estimate amount.About the crack in the flat floor and us going over it-Yes this is a Bath Fitter best practice in this case. Our installer did remove the damaged part though prior to laying over the shower floor. It's the exact same pitch so there shouldn't be any draining issues. However, in an effort to satisfy our customer, we are ordering her a brand-new shower floor and going to install it for her once it comes in along with her new wall. We are correcting our mistakes by doing the right thing for our customer trying our best to make her happy. If there is anything else, we welcome *************** to contact our offices. Regards.

  Customer response

  08/07/2024

   
  Complaint: 22031157
  
  I am rejecting this response because:
  I have all of the text messages from the installer and the sales **** I also have a copy of the letter that was sent to ***** Fargo in response to my disputing the charges. I tried to attached the letter, it is a complete lie and I have all the text to show that.
  Sincerely,
  
  *********************

  Business response

  08/15/2024

  We apologize if there was any confusion but in the text message attached you indicated you were happy with the other door and the price adjustment made to your bill associated with the change. Our team is working to resolve all complaints to ******************* satisfaction and if she requires any additional assistance, we welcome her to contact us. 

  Customer response

  08/20/2024

  I am trying to send pictures. 

  Customer response

  08/20/2024

  I am trying to send pictures. 

  Customer response

  08/20/2024

   
  Complaint: 22031157
  
  I am rejecting this response because:

  The glass petition looked nice in the pictures and I was happy with the reduction in price, but once we were able to take the first shower, we realized that the floor was cracked by the drain and the glass petition stopped before the water ever hit the floor, therefore the Sheetrock, molding, tile and hardwood floor in the closet got soaked. I called and told them the issue. They sent out the owner, he was very disrespectful to me in my own home. He told me that they could not get doors that size (71 inches wide) he told me that I could buy doors from somewhere and pay someone else to install them. I then told him what we had initially ordered and the measurements, he acted like I was lying and had to measure for himself, then sat down on the stool in our shower and ordered doors from Amazon. The letter sent to ***** Fargo stated that they could not get doors in the color that I picked (brushed nickel) you can get that anywhere, anytime. We had to put up a shower curtain, to be able to use our shower without further damage. The installer came back to install the new floor and the doors. He told me that he put the new floor over the cracked floor. He also apologized ***eatedly for how the owner treated me. He told me several stories about the owner and also told me that the owner is who changed my initial design. He went on to tell me that neither him nor the sales *** liked the idea. The installer actually told me that he didnt even want to install it. After we got home from work that night, we realized that it looked good in the picture, but the doors are sitting at an obvious angle, the drill holes from the glass petition were filled in with caulk and the floor is leveled out and we constantly have standing water.
  
  Sincerely
  
  *********************

  Customer response

  08/27/2024

  Last night we noticed that our shower is now leaking, we cannot figure out where it is coming from.

  Bath Fitter is scheduled to redo the shower Monday and Tuesday next week. Monday is Labor Day!  This is absolutely ridiculous, we have been dealing with them since the end of May. This will be the 6th and 7th times that they will have been at our home for a 2 day install. I wish they would just come get their stuff. We are ready to repair our master bathroom so we can allow people back in there.

  Customer response

  08/27/2024

  Last night we noticed that our shower is now leaking, we cannot figure out where it is coming from.

  Bath Fitter is scheduled to redo the shower Monday and Tuesday next week. Monday is Labor Day!  This is absolutely ridiculous, we have been dealing with them since the end of May. This will be the 6th and 7th times that they will have been at our home for a 2 day install. I wish they would just come get their stuff. We are ready to repair our master bathroom so we can allow people back in there.

  Customer response

  08/27/2024

  Last night we noticed that our shower is now leaking, we cannot figure out where it is coming from.

  Bath Fitter is scheduled to redo the shower Monday and Tuesday next week. Monday is Labor Day!  This is absolutely ridiculous, we have been dealing with them since the end of May. This will be the 6th and 7th times that they will have been at our home for a 2 day install. I wish they would just come get their stuff. We are ready to repair our master bathroom so we can allow people back in there.

  Business response

  08/27/2024

  We will reach out to *************** regarding the leak. Our goal is to resolve all issues to her satisfaction on the service dates. We understand her frustration regarding this matter. If there any any issues following the service dates, we welcome her to contact us. Thank you.

  Customer response

  08/28/2024

   
  Complaint: 22031157
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  09/04/2024

  These are the pictures to prove that there were 2 floors down there. The installer confirmed it. He has been at our home yesterday from 9am-445pm, he arrived at 845 am this morning and he just informed us that he will also have to be here tomorrow. He has everything torn out except the Sheetrock, he has the new floor put down, not the curb, he still has to cut walls and put in place and reinstall the doors and all accessories. They told us repeatedly that it would be a 2 day install. I know that ***** will do the best he can with the materials that he has to work with. He is a very honest hard working man and I truly hate that he is being drug into this and he wasnt even made aware of what is going on. He told us that if it were his home, he would have to find someone else to do it. I told him that you said that we had to give them another chance to fix it. However, I do not believe that what we were initially quoted should be the charge. We were quoted $3k on the doors before we signed the contract, they put up the single glass, then replaced that with doors that cost $689 on Amazon, that is a $2311.00 difference, we have had to take off work or leave for a while on 7 different occasions since May and 1 more time tomorrow, we are going to have to replace molding and Sheetrock on wall outside the shower.

  Customer response

  09/04/2024

  These are the pictures to prove that there were 2 floors down there. The installer confirmed it. He has been at our home yesterday from 9am-445pm, he arrived at 845 am this morning and he just informed us that he will also have to be here tomorrow. He has everything torn out except the Sheetrock, he has the new floor put down, not the curb, he still has to cut walls and put in place and reinstall the doors and all accessories. They told us repeatedly that it would be a 2 day install. I know that ***** will do the best he can with the materials that he has to work with. He is a very honest hard working man and I truly hate that he is being drug into this and he wasnt even made aware of what is going on. He told us that if it were his home, he would have to find someone else to do it. I told him that you said that we had to give them another chance to fix it. However, I do not believe that what we were initially quoted should be the charge. We were quoted $3k on the doors before we signed the contract, they put up the single glass, then replaced that with doors that cost $689 on Amazon, that is a $2311.00 difference, we have had to take off work or leave for a while on 7 different occasions since May and 1 more time tomorrow, we are going to have to replace molding and Sheetrock on wall outside the shower.

  Business response

  09/18/2024

  Good afternoon Mrs. ****************** you for reaching out to my colleague ******* ********  I am the manager handling this complaint from Mrs. ****** Please allow me to update you on the resolution of Mrs. ******* complaints.  Attached is a letter I sent to the ************************* - ***** ******** which confirms a final settlement, supported by a full release, whereby:

  1. Mrs. ***** had her shower fully reinstalled, one day after having signed a full release absolving Bath Fitter and confirming a final resolution of her complaint.

  2. Her debt with ***** Fargo is fully forgiven.

  3. Any payments she made to **************** are reimbursed.

  Consequently, this complaint should be closed and resolved.

  Bath Fitter has gone far beyond the call of duty to appease Mrs. ******

  If you have any questions, feel free to contact me.

  Respectfully, 

  **** **********, Senior Finance Partner, Bath Fitter.

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