ComplaintsforRe-Bath of Tri Cities

• Initial Complaint

  09/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction - signed a remodel of an existing bathroom on April 8, 2021. Total cost was $8,145. They committed to removing existing bathtub & vanities and existing tiles around tub and wainscoting, to install new vinyl flooring, new baseboards, wainscoting with a acrylic substance where existing tile was for wainscoting, to move the existing plumbing for tub drain/ to install new plumbing for the new bathtub and vanities that we had already purchased. Their contract states they are not responsible for EXISTING fixtures, waste, overflow, pipes or related plumbing. However, the complaint we have is with the NEW tub that was installed. They tried stating we didn't buy the tub from them, but they took on the responsibility to install said tub (which I have a medical prescription for) They also took the responsibility of plumbing in the new vanities. My complaint is that we have had leaks 4 times from the tub. They sent a new plumber out to tell us he will NOT help.

  

  Business response

  10/05/2021

  Date of transaction - signed a remodel of an existing bathroom on April 8, 2021. Total cost was $8,145. They committed to removing existing bathtub & vanities and existing tiles around tub and wainscoting, to install new vinyl flooring, new baseboards, wainscoting with a acrylic substance where existing tile was for wainscoting, to move the existing plumbing for tub drain/ to install new plumbing for the new bathtub and vanities that we had already purchased. Their contract states they are not responsible for EXISTING fixtures, waste, overflow, pipes or related plumbing. However, the complaint we have is with the NEW tub that was installed. They tried stating we didn't buy the tub from them, but they took on the responsibility to install said tub (which I have a medical prescription for) They also took the responsibility of plumbing in the new vanities. My complaint is that we have had leaks 4 times from the tub. They sent a new plumber out to tell us he will NOT help. Desired Settlement Billing adjustment; My 70 year old husband and myself (which I am disabled) want an apology in writing. We feel we were taken advantage of because of our age/disability Desired Settlement: Billing Adjustment

  Dear ***** and ***, We committed to removing your existing bathtub & vanities and existing tiles around tub and wainscoting, to install new vinyl flooring, new baseboards, wainscoting with a acrylic substance where existing tile was for wainscoting, to move the existing plumbing for tub drain/ to install new plumbing for the new bathtub and vanities that we had already purchased.  Everything you stated we did, as stated above.   We did not COMMIT to providing you any warranty for the tub that you had purchased off the internet and had shipped to your residence.  As an owner I was very concerned about installing a tub that was purchased off the internet, as I stated when I personally come by your house to speak to you and ***** about the tub.  I had you take me to the garage and pull out the manuals and show you the warranty provided by the MANUFACTURE of that tub.  ReBath will 100% stand behind our products and installation, but we can't be responsible for another companies warranty or product.   I had suggested that you return that specific tub and go with one of our Premiere Vendors tubs that has a lifetime warranty and will warranty as they are made in Colorado and are very high quality.  You had mentioned to me that you had a prescription for the exact tub in your garage and that is the tub you wanted us to install.  I understand it is frustrating when a manufacturer won't stand behind their products and that is a risk we all take when we buy things on the internet.  That is why ReBath either produces our own products or partners with Vendors that can be vetted, for example, Moen, Hydro-Massage Products, and Mannington to name a few.  We took responsibility for installing the tub, the drain and the water supply for that tub those are not your issue.  The issue is you have leak from one of the jets, that was installed and manufactured by the company who makes that specific tub.  We never took any responsibility for the tub itself, as I pointed out that tub has a warranty from that specific manufacturer and they are ultimately responsible for the leaking JET, I want to restate, ReBath did not manufacture, purchase or store your tub.  All we did was hook up the drain, which is working perfectly and the water supply lines, which are working perfectly.  We even sent our plumber at NO charge to help you  diagnose the leak.  You are correct we took responsible for the plumbing ONLY with new vanities as you stated above, same as the tub.  We however, did not take any responsibility for the actual vanities themselves, or the countertops.  As those item were purchased buy you and are no subject to a ReBath warranty as they have their own manufacture warranty, just like your tub.  To suggest we took advantage of you in away is very misleading as I personally met with both of you and went over this remodel in-depth.  I had even brought up that fact the we don't usually install other companies items, because of this exact situation but made and exception and now our policy will be there are no exception in installing customer purchased products.   Thank you  Carl

  Customer response

  10/07/2021

  
  Complaint: ********
  
  I am rejecting this response because: Mr. ****;
  Thank you for admitting that you contracted “to install new plumbing to the new bathtub that “WE” had already purchased.  Just to note that the scope of the job included replacing the window with one that opens – I hope after waiting 10 weeks (which I was not angry about at all) does not end up leaking this winter.
  Our issues have never been with the workings of the bathtub itself; it works fantastic and helps my handicap issues very well.  Our issues were for the plumbing done to and from the tub and the electrical that may be life threatening.
  We have photos of when my 70-year-old husband had to tighten the overflow pipe and the injuries he incurred repairing all the leaks – handyman work – not a plumber
  Tighten the drain itself which was leaking – unknown if handyman or your old employee Stan.
  Tighten the over-flow pipe which was dripping – handman work
  Connect the 6th aerator hose that was never connected – pressure blew out the little plug that was put in it and sprayed a massive amount of water on the floor and plug in
  Had to re-install another of the six aerator hoses that blew off the manifold and was directly spraying on the plug in.
  At any time with these leaks we could have been electrocuted since the “dryer plug” that was installed is not a gfci plug and water sprayed onto it.  So we are unable to use our bathtub until this is properly fixed.
  When you personally came out to see what Jaqueline had quoted, you seen the tub in the garage and approved it.  Yes, you did mention that you have sellers you buy from but I was in the market for one that fit my medical prescription and had already ordered/received– so you approved the plumbing of this tub.  You were mainly showing us photos off your phone of your personal bathroom remodel and then spoke about your sports car out front. 
  I have phone records and transcribed phone calls (my cell records all calls and are there until I delete them).  Many of my calls went unanswered to your place of business.  But on the 24th of September when we had another massive leak I called and Angela spoke to someone in the background and she repeated to us to turn off the main house water.  The incoming lines were not the problem, it was working of and draining of the water.   I was angry by then (because you were fully paid and not standing behind your work) and wanted to talk to the foreman or you.  I could not remember your first name at that time but she would not tell me.  I even described you and your car.  She wouldn’t/couldn’t tell me.  We never received a phone call back.  The next morning you sent out a different plumber (Kevin) only to tell us he was instructed by you to not perform any work.
  I have since found out that you never applied for any electrical nor plumbing permits and nothing was ever inspected.  And as far as I have found out you did not have anyone on my premises (electrical nor plumbing) with certification.  I have been pursuing other avenues to get this horrible job corrected. 
  Also in noting, the vinyl flooring is now “wrinkling” (for lack of terms) at the water closet pocket door. 
  In closing, your phone call of 9/24/2021 threatening and trying to intimidate me was not appreciated and extremely unprofessional. 
  
  *** ******
  
  Sincerely,
  
  ******** ******

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