ComplaintsforBath Fitter of Burlington

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been an ongoing issue with Bath Fitter of Burlington over the last several months. I have been seeking to have my $500 deposit returned for services not rendered for the past 6 months. When I placed my deposit, I was told work would be done by April 2023. The company does not follow-up or when someone does answer the phone I have been told the manager is on vacation (apparently for months now), or the individual on the line can only take a message. One time the manager, ****** left a message that he was "ashamed" that it had been such a long time since the order was taken and he was new. This was October 18, 2023 at 3:58 p.m. I have subsequently left messages for ****** or someone to resolve this. No messages have been returned. None of my contact information has changed (phone number, email address, or mailing address). At this point, this is beyond poor business practice and is fraud.Timeline -The original service was booked and deposit paid on July 13, 2022; salesman indicated work to be done November 2022-April 2023 (depending on availability of plumbers).-No contact July 2022-April 2023 -I left a voicemail message June 2, 2023 for a status update; no response.-Called, no answer July 3, 2023.-Sent email (since calling was not working) requesting update on August 8, 2023.-Called left message with woman who could not help me on October 10, 2023.-Manager ****** left a voicemail message to call him back on October 18, 2023.-Returned call October 19, 2023; left message requesting refund of deposit.-Called back again on October 23; woman answered and said ****** was on vacation and she would make sure he got the message, which was to call me back. -Called, no answer and left a message November 1, 2023 and November 12, 2023. -No refund or returned call as of December 4, 2023

  Business response

  12/14/2023

  Our team will be contacting ****************** today to get this refund processed. We apologize for the delays. Should he miss our call, please have ****************** contact us at ****************************************** . Thank you.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Bath Fitter to install a tub/shower combo in our bathroom. It took them months to finally do it. After they were done, we paid them in full. A week later our tub leaked through the ceiling in the middle of the night after taking a bath. We called them the next day and the plumber came over here the day after. He looked at the tub and found out there were cracks around the drain. He said he has never seen this before. I asked if it was possible that either of us could have cracked the drain with our weight. He said no. I asked them what is going to happen next. He said they need to get a replacement tub, It'll take a couple of weeks. Months went by and they've been dodging our calls. We've been trying to call them relentlessly. The shower is unusable. We've been using the other bathroom. They keep giving us hopeful responses and promises but not showing any results. Two weeks ago the manager said they were just unloading the tub from the truck. That was two weeks ago, but I haven't actually seen the tub or had a followup call from them since. We're afraid that since we already paid they're not going to come back out and do the job we paid for.

  Business response

  01/17/2023

  We apologize for the delay in responding to this BBB complaint as the BBB site had the incorrect contact info and it took a while to reach us. Our team has been in contact to address the issue and are working towards a resolution that we hope can be completed in 3 weeks' time. If there is anything else, please do not hesitate to reach out. Thank you.

  Customer response

  02/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did hear back from a different branch that said they would install the tub, but they havent installed it yet.  They were going to install it this week, and I was waiting for that to get done, before I wrote back that the complaint was resolved.  So it was half resolved.
  

  
  

*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. ↩