Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2024, I had a design consultation. I had one major problem and if that could be resolved, I would like more work done. The shower in the upstairs bathroom had a leak between the valve and the shower head which caused water to run down to the two levels below. Also, one glass panel of the shower enclosure had ruptured, leaving hundreds of glass pebbles on the floor and inside the shower. The things I wanted were: 1) fix the leak; 2) enlarge the shower, and; 3) use thicker glass. I showed him the other showers in the house. He said the valve and shower head would be replaced. He took multiple measurements and told me the enclosure could be enlarged three inches along one wall and three inches on the other. He said glass like my other showers (3/8") would be used.With this shower problem resolved, we moved on to flooring, and fixtures in that bathroom. Then we looked at the lower lever bathroom and dealt with flooring, fixtures, and sink replacement.He quoted me a price of $28,000, collecting $14,000 at the ********* was scheduled to begin November 11 and it did. The leak was fixed.THE PROBLEM(s): The shower is no bigger and has thin glass.ATTEMPTED RESOLUTION: Over the next several days I spoke to three different people before being able to talk to the manager. None of those calls helped, so I made an appointment to visit the Spokane ************* to talk to the manager. The sales manager joined in. No resolution. I called to schedule another trip to see the manager. He said he would come to my house with the sales manager. They came on January 14, took measurements and **** sketches. The manager said they would look into a resolution and he would call me the next afternoon. Fifteen days later and he still hasn't. I have since called numerous times to both him and the sales manager. They are always in a meeting. No return call. I asked for the owner's phone number. Refused. Asked for his email. Refused. The phone calls are said to be recorded.

  

  Business Response

  Date: 01/31/2025

  The original shower unit was a 36x36 fiberglass neo-angle unit with built-in molded shelves. As specified in the contract and confirmed during the design consultation, the new shower pan installed was a 38x38 neo-angle model. This change, along with a more efficient build-out, resulted in an overall increase of more than 2 of usable shower space. The next available standard neo-angle shower pan size is 40x40,which would not have fit within the space without interfering with the window trim. Modifying or eliminating the trim was not a suitable design option.
  
  The new shower enclosure was installed with thick glass, which is the standard and only option we offer for neo-angle showers. All design references and consultation materials align with this specification, and our design consultant, who has over a decade of experience, ensured accuracy in the planning and selection process.
  
  The project installation took place from 11/11/2024 to 11/13/2024, and included flooring and countertop replacements in both bathrooms. The customer signed the project completion approval on 11/13/2024. Several weeks later, in mid-December, the customer reached out with concerns about the shower size after discussing it with a family member. Our installation manager reviewed the contract and confirmed that the materials installed matched what was specified and agreed upon. The customer then spoke with the design consultant, who reaffirmed that the installed shower met the agreed-upon specifications and explained the reasons why a larger unit was not feasible.
  
  To address the customers concerns, the Operations Manager and Sales Manager met with the customer to explore possible resolutions. It was determined that increasing the shower size further would require altering the window trim. To provide a goodwill solution,Re-Bath offered to outsource and install a new shower enclosure with 3/8 glass at our expense. However, the customer declined this offer, stating that they were only interested in a larger shower, which was not feasible within the space constraints.
  
  Our position remains that the scope of work was completed as agreed upon in the contract and design consultation. However, we remain committed to customer satisfaction and have made every effort to address concerns fairly. If there are any additional reasonable solutions that the customer would like to discuss, we are happy to revisit those conversations.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22874623
  
  I am rejecting this response because: I engaged in the project and paid in full only because of the promised ability to enlarge the shower by 3 inches depth and 3 inches width, and that the glass would be 3/8 inches thick. As installed, the enclosure is not larger than before and sufficient space to the trim still allows for the three inch enlargement. The reasons given by ReBath for the failure to provide the promised enlargement and glass thickness are pure fiction. Yesterday, January 30, I placed two phone calls to ReBath in the presence of two witnesses who listened to them on speaker. One call was to the manager, the other was to the sales manager. I was told neither was available (as I had been told numerous times on prior days). A few minutes later, I entered the showroom and found the manager in his office. He then, for the first time, said he was willing to replace the glass with 3/8 inch glass. He still refused the enlargement. The day before, I had received the same run-around when trying to reach either the manager or the sales manager. I then asked to speak to the owner. I was told he was unavailable. My request for his phone number was refused. Same for his email address. According to the internet, the owner of the business, ******* ****, lives in ********, *****, even though ReBath Spokane is advertised as "Locally Owned and Operated". 

  I am currently working with a Spokane contractor to see if the enlargement can be accomplished without the need to demolish the entire showed and start from scratch. I am not at this time seeking monetary reimbursement, just asking to receive what I bargained for.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/12/2025

  I don't know what clarification you want or need.

  Customer Answer

  Date: 02/19/2025

  The complaint has NOT been resolved.

  

  Business Response

  Date: 02/27/2025

  Thank you for bringing this matter to our attention. As previously explained, a larger shower base is not feasible for this particular space.

  The two attached photos,taken during the construction process, illustrate the following:
         1. The finished wall panel is positioned tightly against the window casing, meaning any larger wall panel would interfere with the window casing. Therefore, the current size is the maximum allowable without compromising the integrity of              the design.
         2. The existing 38 x 38 shower base is situated approximately 1.5 from the edge of the finished wall panel. The only larger shower base available in this shape is, in fact,  42 x 42, which would extend approximately 2.5 beyond the                finished wall panel. Implementing this larger base would not only violate standard industry practices but would also contradict ******************** commitment. Additionally, this design change could lead to a potential building                code violation concerning the clearance between the shower base and the adjacent toilet.

  To reiterate, the products that have been installed are in full accordance with the contract specifications, as well as the verbal discussions held during the design consultation. Unless the complainant can provide clear evidence that the work deviates from the agreed-upon contract specifications, we kindly request that this complaint be closed.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22874623
  
  I am rejecting this response because: I have received three proposals from contractors who visited the property, each of whom state they are willing and able to provide the extra three inches ReBath's representative, ***** **** , stated could and would be done. Also, ReBath's response failed to address the issue of the promised 3/8" glass
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Install was 04.17-18.2024 Total job was $22,196.12 June 28, 2024 called ReBath service as one of the panels did not fully adhere to the backer board.July 1, 2024 service rep ****** came out and agreed. He stated this cannot be repaired but needs to be replaced. He wrote it up and took pictures comparing the panel as is and thaena picture of how far he could push it in to meet the backer board. The caulking in the area was coming off so he put additional caulk to temp hold till it could be replaced. The needed to replace the panel and the 2 shelves.We would hear from ReBath in 2 weeks to set up appt. No reply then.We called service and left voicemails on 08.06.24, 08.09.24, 08.13.24. No reply on any of these.We called the office directly 08.03.24. Recpt took all info on the situation and was told ****** was on th ephone but would call us back. No reply from this call.We are done calling.Their sales and install staff may be good, however their customer service is nonexistent.Thank you for any help you can be to hold them accountable.

  

  Business Response

  Date: 08/20/2024

  Our Spokane Team will be reaching out this morning to address resolution immediately with the cusotmer.

  Customer Answer

  Date: 08/20/2024

   
  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.

  Providing that they actually do call, otherwise the ticket will remain open.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 7 2024 we had a new bathroom shower and tub installed with a price tage of $13,053.50. A couple months after installation the tub started to creak and slope down. We called for weeks trying to get someone to come out and look at it, there is supposed to be a lifetime warranty. Finally they come out to look at it and tell us the tub is not properly supported so they will have to access the tub from a closet . No big deal things happen. Its been another 2 months and cannot get anyone to call us back and let us know when they will be out to fix it, we have left numerous voicemails no calls back. We just want them to fix their work nothing extra just do what they promised.

  

  Business Response

  Date: 07/30/2024

  Our Spokane Office will reach out first thing in the morning to discuss a resolution and next steps. Thank you.

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business replaced our bathroom and redid all of the plumbing and fixtures. A few days ago the plastic pipe they attached to our galvanized steel vent to the roof snapped and the vent fell through the ceiling. The business came out to inspect and asked if anyone had been on our roof, we had solar installed in July after the bathroom remodel. Rebath claims that the solar company must have done something to the vent and its not their problem to resolve. This is turning into a bunch of finger pointing and the business is not warranting their work as promised during the purchase. When they called my wife Thursday to tell her they wont warranty the work she tried to call them back 7 times between Thursday and Friday and they wont return our calls.

  

  Business Response

  Date: 01/09/2023

  Our Team is reaching reaching out to the customer to investigate further and explore a solution for the customer.

  Customer Answer

  Date: 01/10/2023

   
  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,
  
  *********************