Complaints

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Office Pacific **** ************** ). In November 2023 I inquired about an walk in tub. About 11/15/23 a sales *************************** ************) came by, we made a deal, 6 to 8 weeks they would contact us for a day to install. we did not here from pacific bath for 13 to 14 weeks, tried to contact them but no answer. Finally they did call at which time due to the tardiness I asked for a full refund ($5000). *************************** ************** ) said no refund the money would be kept for a restocking fee. I checked the paper work, no restocking fee is mentioned, I do not understand why a fee is applied when we did not have a date or product received.I file this report in hopes I get refund in full.Thank you, ***********************

  Business response

  04/18/2024

  As the Customer indicated in his complaint, on November 15,2023, he and his wife entered into a contract with Specialty Contractors Northwest LLC doing business as Pacific Bath ("Pacific Bath") to install a walk-in bath in his home. While Pacific Bath typically tries to install within 6-8 weeks, there are reasons that arise that sometimes prevent this. Further, the contract did not guarantee a specific time for the installation of this project. There was communication with the Customer regarding scheduling his job. ********************** Bath had already pulled the required permit for the installation. After this was accomplished, the Customer communicated that he wanted to cancel the job because of personal issues he and his wife were dealing with at the time.
  
  When the Customer and his wife entered into the contract, he and his wife made a down payment of $5,000, which is less than they were required to do so based on the contract terms. The contract also provides that if a customer wants to cancel outside the Right of Recission period (3 business days after the contract has been signed), there is a cancellation fee of 25% of the contract price. The Customer was reminded of this provision when he advised our ** of Sales that he wanted to cancel the contract. Because the Customer's and wife's $5,000.00 down payment was less than the cancellation fee would be,contractually there was no money owed to the Customer and his wife for them cancellation the contract. Nonetheless, the ** of Sales did offer to give the Customer and his wife back half of their down payment ($2,500). The Customer originally agreed to this amount. So, we sent him and his wife a Termination and Release Agreement ("Termination Agreement") reflecting this verbally agreement back in February. However, we never received back a signed copy of the original Termination Agreement.
  
  Despite Pacific Bath could contractually keep the full $5,000 and previously had verbal agreement as to return half of the down payment, as customer service gesture, ********************** Bath does agree to return the full down payment of $5,000. We have revised the Termination Agreement to reflect this and have presented this to the Customer and his wife, which they have signed. We will be sending them a check shortly.  This should resolve any outstanding matters between the Customer and ********************** Bath.

  Customer response

  04/18/2024

   
  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.
  
  Sincerely,
  
  ***********************

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