ComplaintsforOhio Bath Solutions LLC

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The sales representative came to our house telling us all about bathfitters and sold us a bathtub. We were hesitant about it because of the price.he said we were going to get a free shelf, we never got a shelf. He said it wasn’t going to be any more than $180 a month, even though we were financed through two different companies. So we agreed to get the bathtub because we could afford $180 a month. Our first bill was $263 for one finance company. I called **** the sales representative upset about the price. He told my me that he said the price was going to be higher, he did not say that out loud. He said our second finance payment would be $150. We got our second bill and it was $250 after he told us $150. This company has fed us nothing but lies. I talked to **** the Regional Vice President and he said everything on their end was correct. The event has occurred November 2023-Present.

  Business response

  03/13/2024

  I have had the chance to speak with the customer and review the billing. It appears as though they were charged a fee on the finance companies end without being given the proper notice in which to pay. While this is not a Bath Fitter error, if they call and are not able to have the 29.00 fee waived, we will issue a one time courtesy compensation for customer satisfaction. The customer will call me back and let me know. 

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my walk-in Shower install life-time warranty as long as I live in my home, I expected it to be just what was advertised and what the representative that came to my home also stated when I purchased it. I have had several service calls for repairs throughout the years with my shower and the work was completed. In 2013 Bathfitters replaced a wall, fixed shower door and recaulked. The lifetime warranty was discussed at this time. They asked for some time to research the warranty and said they did see that I had the warranty. The most recent service call was made in October 2021…..a representative from Bathfitters came and recaulked my shower. At that time, he noticed a leak in the floor of shower and also a leak when I turn shower off. He made arrangements with me for someone to come back and finish repairs. He advised that i would receive a call back from someone other than himself as he was sent out for this one particular day only. I never received a call back as of January 24th 2022. I waited three months and decided to call Bathfitters to see why no call about the pending repairs. I called Bathfitters and was told that I did not have a lifetime warranty and they have been doing my repairs as a courtesy. This would be the second time with same issue. I did not accept that response from them, so they said they would get back to me in a few days to clarify things. Since I have had two of the same almost identical responses regarding repairs and warranty issues, I wanted to address these issues as poor service practice. No customer should have to be put on the defensive when addressing a legitimate issue. I respectfully ask that their business practice be looked into so when I ask for a service call, I will not be questioned again and again and have to defend myself. This is so disrespectful and poor business practice to their customers. I decided not to wait on the call with their decision, as I am not sure I will get a call back. Thank You

  Business response

  02/15/2022

  I am writing in response to the letter dated February 7, 2022, referring to a consumer complaint filed with the BBB Servicing Canton Region & Greater West Virginia by ******* *** ****** a customer of Ohio Bath Solutions, LLC.

  To summarize the service history of this customer, her Bath Fitter unit was originally installed in 2002, by a different franchise. Once acquired as a customer, *** ****** was afforded courtesy service calls beginning on 12/31/2009, when caulk was replaced, and a security bar installed at no charge at the request of the Installation Manager. On 3/28/2013, customer called in again to request service which resulted in the replacement of her unit. Customer was made aware at the time that her unit was out of warranty and the service was being completed as a courtesy. The service to redo her unit was complete on 5/21/2013.

  On 8/9/2013, we again serviced the customer adjusting her shower doors. She was notified the service was a courtesy and that she would incur a charge for future service because she has no warranty. Because the problem persisted, we returned in October 2013, to complete the repair on the door and replaced silicone on the unit. As a courtesy, we repaired a security bar and updated silicone on 8/15/2018, Finally, the customer called in to have her shower head and flat floor evaluated in October 2021. She sought status on the service ticket and was again notified she does not have a warranty and was offered an opportunity to sign a service agreement on 1/26/2022, after completion of the service. She insists she has documentation of a lifetime warranty in her attic she will seek to provide.

  In anticipation replying to this complaint, we reached out to the customer to follow up on her retrieval of her documentation and we were Informed she has an injury which precludes her from going to look in her attic and that in fact there was a fire at some time in the attic and It's possible the document is damaged or missing. We again informed her she is not covered by a warranty, and we have no warranty documentation from her original installation nor from the replacement in 2013.

  We will be pleased to provide warranted service upon receipt of the documented warranty she says she has, or we will complete this repair as a courtesy but will ask her to sign a courtesy Service Agreement confirming the service will be conducted at no cost to the customer and this one time only. In addition, the agreement in no way presumes a new warranty on the service, parts or fixtures installed as part of this service. She was previously offered but did not agree to sign the courtesy Service Agreement.

  We await communication from the customer as to which course, she prefers.

  
  

  Customer response

  02/24/2022

  Better Business Bureau:
  
  

  I am writing in regards to my complaint filed on January 26, 2022 against Ohio bath solutions LLC. BBB send a message regarding my complaint to this company and I am now responding to Bath Fitters with my response to my complaint.

   I have been a customer of BathFitters since 2002, and had a shower installed without any complaints as I was completely satisfied with the work. However,  my first request for some repair caulking was made on December 31, 2009, as well as a security bar installed. I also had replacement of my unit on March 28, 2013. At no time did my service worker discuss the work was done as a courtesy. Why would BathFitters state this was a courtesy as  have a lifetime warranty on my BathFitters Shower Unit. It appears that my unit was originally installed by a different franchise. At no time initially when I purchased my shower unit did the representative who came to my home with myself and my son present, did the representative mention anything at all that if a different franchise took over, that we would not have a lifetime warranty. The reason I purchased from BathFitters is because of the Lifetime Warranty really appealed to me. BathFitters is now saying I had a five year warranty only. This is not the case at all as initially stated to me when I purchased my unit. This company has asked me to supply them with a copy of my warranty contract. I asked them to look at their copy of my contract as I was unable to provide them with mine due to a smoke and fire in my attic where my old papers were stored. Their response to me about their copy is “We do not have a copy of the contract”. So, with all the advertisements of Lifetime Warranty being advertised online and other sources means (5 years) not Lifetime. At this time in my life, in all my 77 years of living have I ever been misrepresented in a product that I have purchased. I am so very disappointed in this company, as I have looked at some reviews online and they have had similar issues with the warranty. 

   My request to Bathfitters is to honor my warranty as originally given to me in 2002 when I signed my contract and complete the repairs on my shower unit.  Ordinarily, I am not a complainer and it goes against everything inside me to openly write a letter of complaint.  Your credibility should be the most important thing when conducting your business.

  Kindly, ask Bathfitters to reconsider their offer of courtesy repairs and honor the initial Lifetime Warranty repair.

   

  Regards,

  ******* *** *************

*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. ↩