ComplaintsforBath Fitter Inland Northwest

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a bath tub installed by Bath Fitters a month or so ago and have tried to get them to acknowledge our issues. We have also tried to get a partial refund of the about $10,000 install because of the substandard work that they did....not to mention the damage done to our house. We have heard nothing back from them for about 2 weeks now, so they obviously have blown us off. Here are the issues:1. They had to ********************* our concrete floor to install plumbing, but did not close the door or make any other means to control the huge amount of concrete dust. The result was coming home to a sheet of concrete dust through our whole house. It took my wife and I numerous hours cleaning their mess and are still finding area's with the dust on it. Dust cover most of our living area ceiling to floor. This is totally unacceptable and should have never have happened.2. The floor level on the bath tub is not at the same level as the bathroom floor. We had a sunken bath and they had to build a frame to place the tub. Problem is that the frame was higher than the bathroom floor and new we have to step up to get into the tub and down exiting. It is not a small difference and make for a safety challenge getting into and out of the tub.As stated above, we asked for a small 15% discount on the substandard tub install over the last couple of weeks with no response from them. Therefore, we would not recommend this company at all for any kind of bathroom work.

  

  Business response

  06/06/2023

  This Bath Fitter Customer is in ********************** State and not in our ******* Franchise. We do not have him in our CRM and he is not a customer of ours. Please reach out to this complaint ID # ******** and find out the correct Bath FItter Franchise.

  

  Business response

  06/10/2023

  It looks like you have spoken with our ************* Manager, *******, since your complaint was submitted here. There is a note in our system stating she will be following up with you on Tues to discuss the discount you have requested. We do recognize the issues with this installation and have every intention of making it right with you. We also apologize for the lack of communication in the interim. Please let us know if you have any more trouble with anything else going forward. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/25/2019 Bath Fitter installed a tub over our existing tub other than a few cracked tiles and the base seemed uneven we have had no problems with this install until about 6 months ago we noticed water forming at the base of the tub close to the middle everything around it was dry, we called Bath Fitter and she scheduled us in for Feb. 6th. Installer arrives and finds by pouring a cup against the back wall water can get onto the floor because the tub he said is slanted down we needed some triangle water stops at the edge of the tub so we install those at his urging knowing that is not going to solve this problem my wife and I have been watching it to closely, I kept asking questions but the installer said "Bath Fitter has never had a tub leak in the manner your suggesting it's just never happened in our company there is just no way" and he left. We started to shower in the tub again on the 7th and it has been dry until the 9th I showered got out it was dry my wife went to shower a few minutes later there was a huge puddle of water right at the base again so it is definitely leaking between the liners and if I try to silicone the base the water could build up and ruin our ceiling below or start coming out somewhere else and this is a serious issue as we were going to sell but there is no way we can sell now the warranty is suppose to be lifetime for this tub over but upon repeated requests years ago we never got a bill or anything showing they did the work except our canceled check, Bath Fitter knows of this new problem she e-mailed me to contact her right away, and I did, she is the only one who can help me according to whomever answered the phone and they all know who I am I have e-mailed her with name and number she says she has tried me but there as been some issue so I called twice she is coming in later or at lunch. So there is no point in calling anymore at this time because of the run around. This was the last call I ever wanted to make to someone that our bathtub is leaking and we as the homeowner had nothing to do with it this was there install in fact the first tub he tried to sell us didn't fit and had no warranty we said no way got to have a lifetime warranty so he takes the old tub back about 2 months later new tub comes and I ask does this one have lifetime warranty yes sir it does, I ask does it carry over to a new owner if we sell yes sir it does, but like I said we asked but got no paper work, and in my experience as a former construction worker this tub has to be tore out.

  

  Business response

  03/02/2023

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

     After looking over the notes in your account, it appears as though you have spoken with our customer care manager on more than one occasion since you made this complaint. We have received a video from you and are waiting on one more, from my understandng, and ******* is working with you to find the best solution. PLease let us know if you have any further issues by calling us at ************ or email our production manager at *************************************** Thank you!

  Customer response

  03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are in the middle of trying to find a solution
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 25th, *************************** of Bath Fitter came to a home I am renovating ******************************** in *******, **. He gave me an estimate and initially, I thought I would be able to proceed. He asked for a deposit, in the amount of $793. He did not provide a receipt or copy of the contract. I reached out to him via email requesting this information and he did not respond. I called the office in Spokane and again requested this information be sent to me and they would not send it. The week of July 11th, I was contemplating having the tub re-done also. ***** sent me an email at this time with an estimate and contract in the amount of $7,466. He wanted me to sign in the morning, but I stated I needed to review. Then after reviewing, I asked some questions and then he responded and was watching for me to sign. He texted that he had not seen me sign this yet. Seemed rushed to get a signature. I then had an unexpected life change and responded first thing on the morning of July 14th that I would not be able to proceed with this. His response was that I would then forfeit my deposit. At this point, nothing had even been scheduled. At no time was I informed that I would not get my deposit back if something changed. I also was not provided with a written contract and was not informed in any matter of this. If I was, I would not have signed immediately. I reached out to the main office, and they would not return my call. This seems very unprofessional and shady. I am struggling financially with some serious expenses to cover and for a national company to just take my money is shocking. Very poor business practice. I suspect that is why they refused to give me a copy of the contract or disclose this information. I am disappointed and sickened.

  

  Business response

  07/18/2022

  Hello *****, we take these types of complaints very seriously. Thanks for bringing it to our attention, *************************** also brought this to managements attention that you wanted to cancel your project on Thursday, July 14th, as well. We have put you project on hold and work with you to make sure this is resolved. Cancelations/ Refund requests have a lengthy process do take time and we appreciate your patience and cooperation in this matter. We will review it and will get back to you early this week with a resolution once we have been able to research this further.
  
  Thank you and have a great rest of your day

  
  Thanks,
  ****** Starnino 

  Customer response

  07/18/2022

   
  Complaint: 17574156
  
  I am rejecting this response because:
  Refunds are not typically a lengthy process. It makes me concerned this is a stall tactic. You do not state you will be issuing a refund which is what was requested. A yes or no would be appreciated. Just stating it is a lengthy process does not answer my concerns in any way. 
  Sincerely,
  
  ***************************

  

  Business response

  07/22/2022

  Hello *****. I met with ***** in regards to your project yesterday. I'm not sure what the miscommunication was on this, ***** said you had asked him for additional bids on this bath a few weeks back. Attached is the email of your contract sent to you at the email address from which you have been communicating and is on file, on 06-25. 
  
  Normally when the deposit is placed and contract signed after 3 days has gone by we can no longer cancel the job. We would really like to do the work for you as planned. Please let us know if you will reconsider having us go the work for you. We have all the materials in the warehouse ready to install. 
  Please call me if you would like to discuss this further.

  
  Thanks 
  
  *****************************
  ************

  Customer response

  07/29/2022

   
  Complaint: 17574156
  
  I am rejecting this response because: I did not receive the contract and was not informed. I was checking my email daily for this. I even called the office for a copy the following week. A hard paper copy of the contract should have been provided at the time along with a clear communication about the cancellation policy since it is such a short and unusual policy. The work had not even been scheduled and the representative said the product is made on site. I think this is very dishonest.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our faucet in our bathtub that was installed by Bath Fitter suddenly started dripping and we couldn't turn off the faucet mixer to make it stop. This started about 4 weeks ago, before we went on vacation. I called the first time right after we were back home, on 5-2-22 to get it fixed. I was being told that someone will contact us within 24 hours to schedule a technician to fix the problem. Since then I called and texted multiple times with the business because nobody ever scheduled the repairs. Every time I got the same promise that someone would schedule a technician to come and fix the problem.

  

  Business response

  05/25/2022

  Hi ******,

     After looking over your account notes, I do see you contacted us multiple times before receiving a response. I sincerely apologize for this lack of communication. I do see that you spoke with our ************* Manager, *******, and she scheduled your service call to resolve this issue for today. Please don't hesitate to let us know if you have any further questions or concerns. We do appreciate your business. 

  Customer response

  05/27/2022

   
  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

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  november of 2021 bath fitters did a shower install in our home when they were done we were told a handle for the shower door was not sent with the installer and he would come back to install it in a week or two after a month did not hear from them during that time the faucet was not working correctly called to check on door handle and to let them know the faucet was also not working correctly they keep putting us off saying that they will call to make an appointment and never do we paid for shower in full its been months with no shower door handle and a faucet that is not functioning correctly

  

  Business response

  06/01/2022

  We have scheduled a service call to address this issue for June 3, 2022. We did attempt to reach ************** a couple times with no luck. We finally spoke with him and made the appointment on May 25, 2022. We apologize for the breakdown in communication and look forward to resolving this matter completely. 

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