ComplaintsforAmerican Bath Group

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new construction home in 2021. We have an Aquatic brand shower that was in our master. The shower floor was delaminated and the shower floor cracked, causing water to pour out my kitchen vent below the shower. It also caused dry wall damage. All I am asking from the company is a replacement shower. They want to do an inlay which looks tacky and will effect resale value if we choose to sell. Not to mention I still have to pay for damages to my kitchen ceiling. I keep having to go rounds with their customer service and they are unresponsive. I have been without a master shower for a month. Unacceptable.

  Business response

  06/18/2024

  We apologies for this inconvenience and below is what we show in our records.

   

  work order was created on wo# ****** on 5/28 we sent out Tub Ninja and they stated the bottom in delaminated and would need to have an inlay. Since the unit has never been repaired and it is repairable we reserve the right to repair per our warranty terms and conditions. However, nothing has been sent in for water damages.

  Thank you,

  American Bath Group Warranty Team

  Customer response

  06/19/2024

   
  Complaint: 21864211
  
  I am rejecting this response because: the inlay you want to use to "repair" the shower looks tacky and is very obvious. Our house is only 3 years old, we shouldn't have to have a patched up shower. All I'm asking is that you provide us with a new unit. I will pay the cost of plumbing/drywall etc. For a large company, this is not asking much. As for not sending in water damages, I mentioned this to several different warranty people. ***** first and then I believe the next person was ****. **** told me she would call me back with someone who could install an inlay that would match and not be obvious. I told her about my drywall needing repaired from water and that I wasn't even coming after you for that. She never called me back. When I attempted to call again, I was sent to voicemail after holding for 20 minutes. Again, no one called me back.  I'm trying to be civil and reasonable, but I feel like I'm getting the run around. All I want is a new unit, I know you guys can do that. 
  
  Sincerely,
  
  *************************

  Business response

  06/19/2024

  Good morning,

  We are accepting your request of a new unit only. Someone from our Team will be reaching out with an agreement that would need to be signed. As you indicated all cost associated in having new unit replaced is not covered by Aquatic.

   

  Thank you,

   

  American Bath Group

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  , WA 99016

  
  

  Business response

  06/21/2024

  That's great news.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bathtub surround that this company made from ********** on 12/3/23. It was installed by a local contractor and upon taking our fist shower the plastic in the surround began to delaminate. I first contacted **********, who advised that this is a warranty issue, and to contact the manufacturer. I provided all of the information including receipts and photos to the manufacturer. They responded offering a touch up kit or a refund. However, the surround had to be dry walled in. My contractor is quoting $1200 to pull out the surround and drywall, replace, add new drywall, and paint again. The company that produced the faulty product owes these additional costs.

  Business response

  12/22/2023

  It's been communicated to Customer that ABG will return the price paid for the product, $199 for Tub and $479 for wall set. Total of $678......................Check will be sent direct to Customer. As for the labor request mention of $1200, we apologies but cannot assist with this amount. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have not resolved my warranty claim in about a month. My bathroom renovation is on hold and they still have not issued me a credit for my defective bath tub. There are numerous defects and I can email them to you soon.

  Business response

  10/02/2023

  See below from our team:

   

  We emailed the Customer back this morning, there was a case made we were issuing a credit and we simply asked for a good shipping address and phone number on 09/15 and she never replied. We have to have that for accounting to issue a check of any kind. There are two cases in which she was emailed back this morning trying to collect this information.
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11/2020 ***** Renovations (MR) ********* my bath, installing an American Bath Group/Praxis Co. (ABG) shower unit. This unit was repaired 4 times, from 11/2020 -1/2023 by ************************* Repair (BFR) and deemed salvageable, but under warranty. Repairs were reimbursed by ABG.2/7/2023 Contacted ABG and was advised warranty needed the ** from Menards where it was purchased. 2/8/2023 MR emailed they would send ABG all they had for their purchase of this unit. 3/28/2023 Email from ABG, indicated they issued credit to ******** and emailed MR on ****. I was told to use this credit towards a replacement product and reach out to a contractor to re-do a shower I just paid to have re-done in November 2020! 3/29/2023 MR advised to go to Menards where I could get a new unit or in-store credit! That doesnt work for me and found it didnt work for Menards. April 2023 Menards advised that No! There is a process for this type of thing. I was directed to file an 'Installed Guest Complaint' to ******** HQ which I did, explaining the problem and wanted resolution. May-2023 I received a copy of a letter from ******** addressed to ABG customer service, informing ABG to contact me. I ultimately had to contact ABG again, leaving messages to return my calls. Jun-2023 and Jul-2023 Called ABG with no resolution. 08/15/2023 I called ABG again. ABG indicated they did not see the Customer Complaint information I submitted to Menards. They requested the complaint form, estimate from a contractor, and photographs of my bathroom and shower area and cracks, which were submitted. 8/16/2023 ABG advised documents were sent for review and would advise an update. 8/23/2023 and 8/31/2023 I requested an update. No response. 9/19/2023 Im still waiting.

  Business response

  09/20/2023

  Good Morning,

   

  Below was the response ABG sent Customer. We will advise the same part at ABG of your most recent request.

   

  Good Afternoon, 
  
  
  My name is ******** and I have been asked to take the lead in your case. First I want to apologize for the delay in you receiving answers. I show we were provided the email of ************************ for your contact. 
  
  I emailed on 3/13/2023 letting your know we have issued a credit back to Menards to be used towards a multipiece or sectional replacement unit equal in size and style per our warranty terms and conditions and to please reach out to a builder/contractor/plumber to assist you in choosing a replacement unit. 
  
  Per ABG warranty terms and conditions, we are not responsible for labor and/or materials. ABG is just responsible in with supplying a replacement product. 
  
  
  
  Thank you 
  
  ***************************
  
  FIELD SERVICE REPRESENTATIVE
  American Bath Group
  *********************************
  ************
  ************ | Fax ************

  Customer response

  09/20/2023

   
  Complaint: 20627009
  
  I am rejecting this response because:
  The response is an old email from ABG. After that email Menards instructed me to file the install customer complaint form. As of August 16th, and ABGs verbal admittance of not reviewing the info from Menards and ABGs request for that complaint form, additional photos and estimate to fix, all which I submitted to ******** in August, she advised they would contact me with an update. That email is attached. As stated, Im still waiting after sending ABG 2 additional emails for updates. 
  Sincerely,
  
  *******************************

  Business response

  09/20/2023

  Hello,

   

  We apologies for the inconvenience. Someone from our warranty team will reach out by e-mail with an offer

  Customer response

  09/21/2023

  I corresponded back and forth with the company.  I'm waiting response from ABG after my last email that summarizes the communications to this point since the complaint was filed with the BBB.

  From me to ABG:
  $3464.29 is what I feel is most fair to resolve this case.
  
  Previously I requested $3764.29 after you (ABG) offered $1500 in labor to resolve this case:
  $600.00 removal and reinstall of semi-frameless glass doors (see complaint form)
  $375.00 demo wet area
  $1500.00 your offer for labor (cost to frame the new wet area see estimate)
  $******* cost of original unit (see order details for original purchase by ***** Renovations)
  TOTAL:  $3764.29
  
  You (ABG) then offered $2789.29 ($1500 labor + ******* unit). As a replacement fix will cost me over $10000, I requested compensation of $3764.29.   You (ABG) will need to increase your offer to $3464.29.
  
  $3464.29 is an increase consisting of $300 to remove the glass doors plus $375 to demo the current wet area.  All labor to uninstall the glass doors, demo the current area and re-prep the wet area should be included in your labor offer.  (Glass doors must be uninstalled/reinstalled by another company not named to prevent shattering.) This increase is $675 above your offer of $2789.29 and $300 less than the $3764.29 that I originally requested when I filed with the BBB.
  
  $3464.29 is what I feel is most fair to resolve this case.

  
  

  Customer response

  09/21/2023

   
  Date Sent: 9/21/2023 1:49:49 PM
  

  I corresponded back and forth with the company.  I'm waiting response from ABG after my last email that summarizes the communications to this point since the complaint was filed with the BBB.

  From me to ABG:
  $3464.29 is what I feel is most fair to resolve this case.
  
  Previously I requested $3764.29 after you (ABG) offered $1500 in labor to resolve this case:
  $600.00 removal and reinstall of semi-frameless glass doors (see complaint form)
  $375.00 demo wet area
  $1500.00 your offer for labor (cost to frame the new wet area see estimate)
  $******* cost of original unit (see order details for original purchase by ***** Renovations)
  TOTAL:  $3764.29
  
  You (ABG) then offered $2789.29 ($1500 labor + ******* unit).  As a replacement fix will cost me over $10000, I requested compensation of $3764.29.   You (ABG) will need to increase your offer to $3464.29.
  
  $3464.29 is an increase consisting of $300 to remove the glass doors plus $375 to demo the current wet area.  All labor to uninstall the glass doors, demo the current area and re-prep the wet area should be included in your labor offer.  (Glass doors must be uninstalled/reinstalled by another company not named to prevent shattering.) This increase is $675 above your offer of $2789.29 and $300 less than the $3764.29 that I originally requested when I filed with the BBB.
  
  $3464.29 is what I feel is most fair to resolve this case.

  Business response

  09/22/2023

  As per the Terms & Conditions of the warranty American Bath Group is only responsible in with providing a replacement product. We do not cover labor and/or materials. However at times we do venture outside the normal warranty boundaries and offer some dollars to assist. In the case here American Bath Group has made a fair offer to the Customer. Please be advised it's our last offer and we would like to settle as I am sure the Customer would as well

  Customer response

  09/22/2023

   
  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

   To the *** business, I have emailed them:   I will accept your offer of $2,789.29.    Please advise when I can expect this compensation and how it is to be delivered

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 24, 2022, I purchased a shower from Lowes Home Improvements about three weeks notice the shower base has a couple cracks in the floor of the shower floor I contacted ****************** to see if they could send someone out to inspect and to see if it could be repaired I have call numberous times and sent email's and all I get waiting on service technicians to call to setup a appointment so I get a new email this morning stating that original service technician decline to repair the order and they setup with new service technician I think that do not want repair the shower.

  Business response

  02/09/2023

  Good Afternoon,

   

  We have dispatched a local repair tech, we have asked them to contact you as soon as possible. Thank you for your patience 

  Customer response

  02/09/2023

   
  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

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around October, 2022, my plumber installed 3 tub/shower combos produced by American Bath Group. Ive been a builder for 30 years, using their products for at least the previous 20. 2 of the 3 installed tubs had substantial production flaws (hairline cracks), both in the same location that were not noticeable until final cleaning. In early November, I asked my plumber to have the company send someone out to fix them under warranty, and he contacted ****** Supply, the distributor. I never heard back, and contacted him on at least 5 more occasions. Finally, at the advice of my plumber, on December 14th, I submitted a warranty claim directly to the company, which was promptly denied two days later by *******************************, who stated the product was free of manufacturing defects even though all he viewed were pictures, of which is not possible to tell from. Then, on January 19th out of the blue they sent me an email confirming an appointment for repair they set up for me with All ********** Services for the tubs.Relieved, I met the technician on Jan 23 at the site, and he repaired both tubs. The next day, the technician reached out to me and said the company denied the claim for repair that THEY had ordered, and I would have to pay for them. I escalated the case to ****************** with American Bath Group, and got the same response/runaround. They blamed it on ****** Supply who blamed it on them. So now, Im stuck with their bill. In building homes for 30 years, I often have to have repairs done from damages from sub contractors. This was not that, rather pre-existing damages. This company once had a good reputation, but that has apparently changed.

  Business response

  02/02/2023

  Good Morning Mr. **********,

  We apologies for this inconvenience. We have asked our Senior advisor to reach out to you for further discussion

  Customer response

  02/03/2023

   
  Complaint: 18964301
  
  I am rejecting this response because: The business response "We apologies for this inconvenience. We have asked our Senior advisor to reach out to you for further discussion", has failed to materialize. I have not been contacted by a "Senior advisor" yet. I look forward to a conversation with said person, and may modify my response should that transpire.
  
  Sincerely,
  
  *******************************

  Business response

  03/08/2023

  It was agreed that Manufacture paid Customer direct with a check in the amount of $361.02 in Feb. 2023

  Business response

  03/13/2023

  It was agreed that Manufacture paid Customer direct with a check in the amount of $361.02 in Feb. 2023

• Initial Complaint

  09/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased 2 acrylic tub/shower units. Rt handed on 11/29/2021, second a Lt handed on 12/23/2021. Rt handed tub was found defective in April 2022 and replaced. second found defective in July 2022. American bath is unable to replace Lt handed unit. A refund of purchase price ****** would be refunded if I interred into a legal contract that I do not agree with entirely. The end of the contract states- The homeowner warrants (i) has read and understands this agreement,(ii)is signing this agreement voluntarily, (iii) neither homeowner nor company are admitting any liability, (iv) the terms of this agreement shall be kept confidential, and this agreement shall not be altered except by writing signed by both homeowner and company. This contract prevents any rating of a product or experience with a company, if I chose to do so. The tub was proven to be defective by a inspector sent from the company. I have questioned why I have to inter into a legal contract for a refund and was told to prevent me from suing or asking for more money. I understand that but do not agree to the part of agreement listed above. I have asked for part to be removed and my request declined.

  Business response

  09/06/2022

  Hello,

  We have made a fair offer to the customer. Standard practice is when agreeing to financial refunds a release agreement must be signed. The verbiage the Customer is not liking and wanting removed is part of all are release agreements that are signed and cannot be removed. We want to resolve for the Customer but the release agreement must be signed as is with no verbiage change 

   

  Thank you

  American Bath Group

• Initial Complaint

  08/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  November of 2020 I had my condo bathroom shower surround and tub replaced. Dynamic ************* **** provided the tile work for the surround and floor and ******************, LLC. completed the plumbing, tub removal of old tub and install of new and current tub. Approximate cost of shower and floor remodel: $5,696.78. ****** 60x30 *************** tub was purchased 11/23/20 from ********** in *********, **** for $248.00. Within this time I had begun feeling soft spots on the tub floor and in November 2021 I noticed small cracks throughout the entirety of the floor of the tub. Upon contacting American Bath Group and in many emails with *****************************, ********* Services Advisor, she had set up an appointment with The Tub Doctor to inspect my tub to see if they could repair the tub or if it needed a full replacement on January 18, 2022. The Tub Doctor recommended a full tub replacement as there are too many soft spots to repair. ****** said I was to get an estimate from a contractor and to send it to American Bath Group to see if they would cover the cost to repair/replace. First return email said it was higher than industry standard to replace a tub and to provide an itemized estimate, which I sent. The contractors even reduced their quote to help defray some of the costs, however with inflation and the costs of labor and goods, everything is more expensive. I have already paid to redo my bathroom once. Because of the faulty bathtub, I now need to redo my bathroom a second time. I am looking to cover my costs as per the quote from the contractors. The cracks have been increasing and in size and the floor has been becoming weaker. I'd like to move on this soon as to not have a bigger issue with water damage as well. I have attached some of the many documents I have on hand. Thank you for your assistance in this matter.

  Business response

  08/23/2022

  Per the Terms & Conditions of the Warranty American Bath Group is only responsible for the repairing of the product or sending a replacement. However at times we consider assist beyond this and offer some dollars to assist with the replacement. We have made a generous offer and advised that we will refund her the original cost of the unit($248.00) and a labor gratuity of $1,500.00. We have not heard from the Customer since the last offer and that was on 8/15/22.
  

  Customer response

  08/24/2022

   
  Complaint: 17750488
  
  I am rejecting this response because: It will cost $5965.00 to have a contractor remove part of the tile to gain access to remove the faulty tub, purchase a new tub at a higher rate, install the new tub and install matching tile. My total costs projected to be $5965.00. I have already paid at least $5700 for remodeling the shower and surround the first time, not expecting the tub to fail and now am quoted to need to spend another $5965.00 to have bathroom that functions properly. 
  Sincerely,
  
  *********************

  Business response

  08/25/2022

  We apologies for these inconvenience's but our offer is the best we can provide and above what the warranty states we cover. This offer is for good will and to resolve a dispute

  Customer response

  08/30/2022

   
  Complaint: 17750488
  

  I have to reject this offer because I have already put $6000 into this remodel and need to put another $6000 into it to fix the tub defect. I'm willing to compromise, if American Bath Group could cover close to 50% of my costs. I know they think they are only only responsible for what is outlined in their warranty, but after consulting with an outside council, I believe that small claims court may find otherwise. Please let me know if ABG will find my counteroffer acceptable.

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

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My general contractor (**********************) purchased an "Aquatic" brand bath tub (Part #:6030CTL-WH) from Home Depot that was manufactured by American Bath Group (for a bathroom remodel that was completed in early 2021. The tub was installed on 12/16/20. I submitted a warranty claim to American Bath Group on October 1, 2021 as the finish of the tub became very discolored in several locations of the tub due to some type of defect with the finish of the tub. I followed the lifetime warranty instructions and submitted the warranty claim via their website. The reference number is XXXXX. American Bath Group sent out a vendor to apply a spray paint to the tub on three separate occasions over the course of 6 months. After each application the paint would bubble up eventually and wear off throughout the tub. Per American Bath Group, they have three attempts to repair the tub before they have to offer a refund. (Please see attached email chain pdf attachment). I have been reaching out to them via phone and email over 3 dozen times and cannot receive a call or email back. I have been told the supervisor of the warranty department is ****** ******, whom I've left multiple voicemails and emails for without any returned call or email. I would like a full refund for the cost of the tub, so that I can purchase another brand of tub with a different vendor as their tub is defective and not able to be repaired. I have exhausted the three attempts for them to repair the tub.

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/03/04) */ We agreed with Customers request and signed agreement was done and processed for the Customers money back

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mansfield Procast 60x30 T bathtub sold in ***** Home Center LLC purchased on 10/02/2021, on a month of using the tub rust spots were visible everywhere, the contacted company sent warrant form in they first advised Bars Keeper soap with a nylon brush, the n touch up kit nothing has worked and will cost an additional cost after back and forth emails with the team and days of waiting to hear back there is no solution to our issue, Hoping that someone will reach out through the phone to actually help me out! Bath is installed and will cost more to take out and replace.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/02/21) */ We apologies for this inconvenience. We will have someone from our Warranty department contact the Consumer

*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. ↩