ComplaintsforLifespan Bath Remodel, Inc

• Initial Complaint

  08/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract created on 5-10-22 in ****************, ** store with ***** (no longer employed). 50% + deposit paid with credit card. $4,425 paid of the total $86750 for the cost of bath remodel. We were advised that the usual install time will be 6-8 weeks. On 7-1-22 I contacted ***** with Lifespan Lux Bath. Was advised the product is not ready yet from the manufacturer. On 7-8-22 I now spoke with ***** who said she will followup with the manager. On 7-19-22 ***** says shipment is here (***) needs inspection and STG office to schedule with us. On 8-10-22 still no call from STG. I called now "*****" stated the shipment arrived in STG and was "damaged". Every time I call I get an excuse about the shipment and the story is NOT consistent as to where the materials are and what condition they are in. I was told by ***** that she contacted (?) and the manufacturer agreed to RUSH SHIP new product on 8-15-22 and that it would take 3+ days in transit to STG (and then she said ***). And...after arrival, it will still need to be inspected for damage. We have lost faith in this company and want an explanation from a MANAGER as to WHEN we will receive the bath product.....We are also concerned that the St. ****** office is no longer in business and has no reputable employees to install this if STG office actually gets the product. We have been patient and kind over these last 14 weeks. We want a higher (company) authority to contact us and MAKE THIS contract RIGHT!!

  Business response

  08/22/2022

  ******, we cannot apologize enough about the delays we have been dealing with from our manufacturer and their shipping companies.  Your project was scheduled to be here in a timely manner, and when it arrived the shipment was missing some crucial components for the installation. We notified the manufacturer immediately, and they had a new shipment scheduled promptly after us notifying them.  Your project along with 3 others were harmed on that pallet so they were doing everything in their power to get it here ASAP!  We are being diligent in tracking this new shipment and after a call to XPO (the shipping company) this morning, they have notified me that the product is out for delivery today(8/22), meaning we may be able to deliver it and begin installation this week!  I thank you again for your patience and truly apologize for how long this process has taken so far, unfortunately this damaged shipment was out of our control and I wish there was something we could do about that. We have 5 full time installers that are all ready to go as soon as we get confirmation that we have your product and it is in good shape! Now that we have word from the shipping company, we will be calling you with an update within the next hour!  I hope this helped, and we will be in contact soon to schedule your installation!  I am the General Manager of the company and you can reach out to me personally, and I will see that your installation gets completed both professionally and rapidly. 

  Thank you again for your patience, and we are excited to have the opportunity to remodel your bathroom for you!

  ***********************

  GM, Lifespan & Luxury Bath

  **************

  *********************************

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