ComplaintsforRebath of Austin

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October, '21 we put $8000 down on having a tub torn out and a walk in shower installed. On February 10, '22 *****, our installer started the wall work behind what would be the new wall system of the new shower. Around 11:45 I went in to tell ***** I had a Zoom mtg at 1 and noticed the lights were off in the bathroom/bedroom he was working in. I didn't say anything about it and neither did he. ***** left around ************ went in to look at the work done so far and noticed the lights were off. He tried the light switch in the bathroom and nothing came on. He went to the garage to the fuse box and saw that the breaker had been tripped to that bedroom/bathroom. When ***** returned at around 1:45, he asked my husband where our fuse box was before going back into the bathroom he was working in. ***** showed him the fuse box and they both saw that the bedroom/bathroom he was working in had been tripped. ***** flipped the breaker back on then off. HE COULD HAVE STARTED A FIRE w/out checking the wires first! They both went back to the bathroom and ***** said he'd cut the wire to reroute the wire. He said he had to wait until the following morning for the electrician to come out and reconnect power to that room. ***** was told that the electrician would have to find where the wire came from and basically replace it with a new one; instead he cut a hole on the wall and put in a new "box" with a blank plate on it. ***** continued to work Fri/Sat. When he left Saturday night, we went in to look at the job. It looks like a cheap motel renovation; it's obvious the side walls don't "meet" the back wall neatly. The shower pan makes noise when stepped on and the trim on the shower pan has large gaps. There is a 2" silicone "seam"/smear at the top of one wall. The bottom cut of the new wall system on the shower head side has a large gap. Several areas of the wall system appear to have been cut wrong. There is a cut on the bedroom wall where he cut through the day prior.

  Business response

  02/21/2022

  Good morning, we take all of your concerns very seriously and want to make sure that each are addressed.  Our production manager is aware and has also been on site to look at your project.  We do have you on schedule today for another installer to come address these issues and complete the job to your satisfaction. We want you to love your new bathroom and be happy with the final product.  We are sending the first technician to an intensive two week training program and we apologize that you weren't 100% satisfied after the initial install.  We hope that after this week, all your issues are addressed, and you love your new bathroom!

  Customer response

  02/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I can not say with 100% certainty that this issue is resolved as the second installer has just begun the tear-out of the poorly installed system. There were plumbing issues found below the shower pan and behind the walls that we were not aware because they were covered. We are hopeful that by the end of the week we will have the job done to our satisfaction. I respectfully request our case to remain open until the project is completed and we are satisfied with the shower system and any discount offered by the retailer. 
  
  Regards,
  
  *****************************

• Initial Complaint

  10/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business forged my name on their warranty document. The document in question is Re-Bath of Austin's Completion Certificate/Certificate of Completion. On July 21st 2021 my signature was forged certifying that the installers/Independent Contractors or their sub-contractors........etcetera. This forgery and acknowledgement of completed work to my satisfaction initiated the warranty for a job that had not been completed to our satisfaction by that time frame. Further more their is no way I could have signed that document being deployed to **** while the project was being managed at home by my fiance who did not sign the completion certificate on my behalf.

  Business response

  10/15/2021

  We have sent a letter to the customer to try to resolve the issue.  The letter was sent with *** tracking and was received by the customer 10/14/21. 

  It stated that we apologize for the breakdown in communication. ReBath Austin has always emphasized providing a Great Customer experience conducted with high standards of honesty, integrity,and professionalism. We have always valued our relationship with our customers and strive to give the best experience at all times. However, incidents happen that do not uphold the good values and ethics with which our company has promised and promoted. 

  
  After hearing about the issue that arose with the remodeling project, we decided to implement an internal audit into the processing of the projects paperwork. A determination was made that an employee mistakenly submitted paperwork improperly, and that additional training is necessary to correct the issue.  Upon realizing the improper handling of the paperwork, we have instructed our staff to add additional training and education on processing customers paperwork.

  
  We have offered the customer a proposed resolution:
  Refunding the full amount of the contract back to the finance company so that all paperwork can move forward, signed, and completed properly with all parties.  We also offered a discount off the project balance.  Finally, we will increase the non-ReBath manufactured products to a 2 year warranty along with the ReBath limited-lifetime warranty with a start date from the new processing completion, once the project goes through the proper process.  

  
  We desire to resolve the complaint swiftly and requested a response from the customer.  In addition we have already contacted the finance company to work on re-opening the project, refunding the money and then following the correct procedure.  We are waiting to hear from the customer.

  Customer response

  10/17/2021

  Complaint: 16003124
  
  I am rejecting this response because: 

  ************************************,

  BLUF: Your offer is on hold while we seek legal counsel before accepting.

       At this time we are having your offer reviewed by legal counsel and will be getting back to you and your company regarding how to proceed. This project was not financed, I paid for it directly and Re-Bath of Austin specifically has been very hard to deal with during this projects life time, culminating with what happened. . Re-Bath will be contacted through here or directly via the same mechanism you used to contact us. I think that given the circumstances of the "employee mistakenly submitted paperwork improperly." some tactical patience is warranted while we seek counsel. I believe that you would agree, we seem to both believe in the same standards of honesty, integrity, and professionalism. I am not looking to take advantage of the situation, I only want a fair and honest resolution. We will get back to you as soon as possible. 

  
  Regards,
  
  ************************************

  Business response

  10/28/2021

  We want to thank you again for bringing the document issue to light.  Lowes is still a new program for us, and it showed us a weakness that we have since completed training on to assure this does not happen again.
  
  I personally reached out to Lowes and was fully transparent with them to discuss what happened, to find out how they wanted us to proceed, and exactly what we needed to do to correct the mistake.  As of last Monday, October 18th, Lowes removed the completion certificate that did not have your signature and created a new blank one available to sign, they pulled the $2500 credit back from our account to credit back to you, the Lowes warranty has been reset and has not yet begun, and the project no longer shows closed.
  
  Lowes informed me that if you go into your My Projectsthrough their website, you will be able to see the $2500 credit, and have access to review and sign the new completion certificate.  (to be signed after you are satisfied that the project is complete) After that is signed then the Lowes warranty will begin. I have attached a copy of the blank completion certificate to show it has been cleared.
  
  Most construction jobs require punch out lists to complete at the close of a project, we would like to document what items need to be satisfied on your punch out list to complete the project.  Could you please provide me with those items so that I can coordinate with the production department to make sure they are done as quickly as possible. 
  
  Also, let me know if you have any problems viewing or finding the credit from Lowes I was assured it would be visible in your My Projects but I am not 100% sure how the money is refunded back to you.
  
  Please let us know if this solution is acceptable, or if there are any unaddressed questions, and dont hesitate to reach out to me.

  This was sent to the customer via email on 10/27/21 as well (attached)

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