ComplaintsforBath Planet by BCI Acrylic

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4-2-24 was date of $500.00 transaction which was a deposit for installation. The credit card company (***** ********** both tried to get my deposit back but Bath P said no because it was past the 3 day waiting period. I told them I would not agree to the terms of the contract until I received a PAPER HARD COPY in the mail and the rep agreed. I told them I don't conduct business by email and I didn't want them to email me a copy of the contract. He did so anyways and based his 3 day refusal period off of that. As soon as I get the contract in the mail I called and cancelled the installation. Here's how the transaction went - When the rep walked in the door to bring samples again for the 2nd time we were already at a price of $8000.00 flat! He told me there was a misunderstanding and they couldn't provide that price unless I took the downgraded bathroom fixtures. I asked the price of the upgrades, he said $500.00 and "I agreed". This brought the total price to $8500. I gave the $500.00 deposit and that should of brought the price back down to $8000.00. When I received the contract in the mail I noticed he added in another 500 on top of everything to make the total cost now of $8500 again "after my deposit" so this would be like paying 9K now. I called immediately and cancellated the install but they told me the 3 day period had expired and they were sorry, they were keeping my deposit. I explained to them about waiting for the paper contract in the mail and not dealing with email and their agent rep agreed, they replied, sorry, no we are not refunding.Now I have to cancel my credit card because of pride and principle of not paying for something I was over charged for. I'm not paying! This is going to effect my excellent credit rating and score. This is not right and shouldn't be.Thank you ***

  

  Business response

  05/22/2024

  Customer signed a contract for total contract price of $8996.  As stated, customer agreed to pay non-refundable deposit as the deposit was un-refundable due to the customer failing to cancel within the stated 3-day rescission period.  The contract has been cancelled and this matter is now resolved. 

  Customer response

  05/23/2024

   
  Complaint: 21746099
  
  I am rejecting this response because: credit card has NOT been issued a refund.  I signed an iPad after being shown where to sign within a minute.  I requested paper contract.  Its like theyre taking advantage of a senior citizens.  
  
  Sincerely,
  
  *************************

  

  Business response

  05/23/2024

  Customer will not be receiving a refund of the non-refundable deposit.  He received a copy via email of the financial agreement between the credit card company to his email directly along with an email from our company with the contract.  This matter is closed. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract for shower replacement on Jan 30 2024 for $9500.00. Sales representative stated that dry wall in the shower area would be replaced with green board, but when job was completed knee wall was built over existing wet damaged dry wall extending out beyond the shower enclosure.. Contacted Bath planet and they requested pictures which I provided they stated that some one would contact me which they did not. Received letter stating that they were going to put a lien on my property if the balance of $7200.00 was not paid. Contacted Bath Planet again asked for representative to come and evaluate the installation. Which did not happen. Received another letter from the company stating they were not responsible for fixing the damage and again stating a lien would be placed on property if payment was not received within a week. The company has received the balance of the payment after second letter. Bath Planet does not provide the service and quality they promise. I still would like the wall fixed that sales representative stated would be fixed when installing new shower enclosure. I would never recommend this company to anyone.

  

  Business response

  05/08/2024

  As certified letter dated 4/22/24 stated, customer had pre-existing damage and we discussed this damage at the time of sale by stating we do not fix that type of damage as it outside of our contract and not due to our installation.   Bath Planet considers this matter closed. 

  Customer response

  05/16/2024

  Complaint: 21683458
  
  I am rejecting this response because: I don't agree with their response. In the contact, it states that the green board will be replaced. They need to finish the job they promised they would do, or I can hire someone else and have the job finished at your cost.
  
  Sincerely,
  
  ****************************;   

  

  Business response

  05/16/2024

  As certified letter dated 4/22/24 stated, customer had pre-existing damage and we discussed this damage at the time of sale by stating we do not fix that type of damage as it outside of our contract and not due to our installation.   Bath Planet considers this matter closed. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The job was done on April 27, 2024. The job was not completed the way the salesman agreed to have it done. I was going to do what I had to do to be assured that everything I wanted done would be completed, But the salesman assured me my wishes would be handled by their people that were going to do the job, We told these salesman if they were unable to do it we would take care of the issues and then call them back, the salesman assured us it would be taken care of by the companies people. unfortunately upon further inspection it was not! Bath Planet has charged me over 16 thousand dollars for the job that wasnt completed the way I was very specific about! I have contacted the Indiana *********************** and they said that it was deceptive business practices and a claim will be filed.

  

  Business response

  05/14/2024

  This matter was resolved to customer satisfaction 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 9, 2023, Leaf Home Bath (Bath Planet) representative visited our home. We desired a walk-in shower conversion. We selected the products we wanted to be installed. However, the wrong product was ordered and installed. After countless phone calls and conversations with the company No agreement or resolution to the problem has been obtained. See the attached letter we sent to the owner of Bath Planet along with the Bath Planet guarantee.

  

  Business response

  04/23/2024

  Upon review, contract was completed.  The customer received the color marked on the contract.  

  Customer response

  04/28/2024

   
  Complaint: 21574355
  
  I am rejecting this response because: 

  WE told *******, the salesman,at least 3 to 4 times, we want no design just a simple clean grey linen color.********* response was, "So, it's called Carbon Ash".
  How were we to know the difference between Carbon Ash and Grey Linen. ******* entered the order as Carbon Ash. Unbeknown to us, that it wasn't Grey Linen.Therefore, the wrong color was installed.  
  

  Furthermore, after multiple phone calls from Bath Planet personnel attempting to collect the additional $2000 for the sliding glass shower door, which we added. We spoke with *****, out of the ** office, for 25 minutes on Feb 19th and explained why the additional $2000 was not paid. ***** asked if we would pay the $2000 if they made it right and installed the shower that we anticipated to be installed. We agreed that if they installed the Grey Linen shower that we thought was to be installed, we would pay the $2000. ***** said, "We could make it happen". We agreed to pay the additional $2000 upon completion of the Grey Linen shower.
  

  Sometime prior to Apr 8, ***************************, the *** Manager out of the Indianapolis office,sat at our dining room table and pulled out a sample of Carbon Ash and asked,"is this what you saw?". We responded that we never saw anything with black dots on the samples. **** said they don't have a Grey Linen. After **** left, I searched the Bath Panet web site and found a picture of a light grey and when I clicked on it came up with a picture of a light grey which was identified as Linen. 
  

  On Monday April 8th, ****** sent a text message to *************************** which read as follows "********** just wanted to confirm that you said that you don't have a Grey linen when you were showing us the sample with black dots on it. Just need to confirm so that we understand that you don't have a Grey linen available.Please let me know so that we can decide to lay the Grey linen to rest. 
  **** did not respond! 
  

  As a suggestion to Bath Planet the salesman should leave a sample and a clear picture in the form of a brochure of what was entered into the tablet before he left, The tablet is difficult to see when he's holding it 1-2 feet away from us along with the young man that ******* brought with him and identified as a new trainee, who was  making weird faces whenever we spoke and asked a question. He would raise his head and make weird eye movements which was very distracting.

  We have sent pictures of the shower to multiple individuals with Bath Planet which shows what looks like dirty stains similar to black mold and a shower pan that looks like a dirty garage floor with oil and antifreeze spilled on it.
  Sincerely,
  
  ****** And ***************************

  

  Business response

  04/29/2024

  Our Customer Relations Manager has reached out to the customer via email and multiple calls.  We are waiting on the customer to respond to her to discuss their concerns.  Installation has been completed and the color is the choice the customer decided at the time of sale. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a salesman twice from Bath Planet Buffalo arrive in early March, who measured our bathroom to determine the space for a 72 shower to be added. We made it extremely clear that we needed an elongated shower due to a disability of a family member. The company has multiple photos in the room measuring out to 72 exactly (at least one photo even had tape added to the floor at the 72 **** on the tape measure to measure out that exact distance). Come time for the shower to be installed in early April, and it turns out that the contract only had a standard 60 shower base on it. Called the company to question the discrepancy between what they promised us from what was written, and their response was for all intents and purposes you should have read the contract more thoroughly. They then offer that they could change it to the size it should have been in the first place for an additional $900+. When pressed to elaborate, the sales manager stated that they measured that far instead of just 60 because (and this is my understanding based on the way it was explained) there are lights in the room. Well of course there are lights in a room, its 2024! Why is the picture of the measurements on the floor if you are worried about electricity in the ceiling lights? All I would like is the product I was told I was going to get, at the price I was informed it would be.

  

  Business response

  04/09/2024

  Customer has revised the contract and the install date is now set for 5/1/24 - 5/2/24.  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/22/24-They said they would take our tub out and install a shower. The salesman ******************* said they would do all the work including changing the location of the drain, it says that in the contract. On 2/22/24 they tore everything out and told us we need to hire a plumber to move the drain. They left. We never received a contract till after it was torn out, they sent an email. We called the boss and he said the salesman was wrong to tell us that, he did not know they would not move the drain. Well that's not our fault!. We got a plumber to do the work he charged us $700. BathPlanet came back four days later. The job was suppose to be done in one day. Two guys were cutting wood in *********** and after they left we found some things missing. We told the boss about it , they said they would check into it and never got back to us. So I withheld $1400 for unfinished work and the plumber. They called and said pay the rest or they will take us to court. I said ok take me to court. Still have not heard anything about court.

  

  Business response

  04/16/2024

  Contract has been completed.  Page 7 of the contract specifically details that drains/plumbing are outside the scope of the contract and homeowner's responsibility. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Through Leaf Home Bath, ************ was contracted to complete my bathroom conversion on 2/27/2024. I faced three main issues: the bench was not installed, the shower head was incorrect, and excessive silicone was applied, leaving a mess on the wall. The bench covered only half of the shower's back wall, contrary to what I was led to believe at the time of sale. The installer initially blamed the salesperson, stating he should have ordered a custom bench. Both the installation manager and salesperson said he should not have said that and after going back and forth, eventually offered me $350 for the bench and $400 for the inconvenience, stating this was the most they ever offered. The contract includes no breakdown of the package price, but in the sales pitch, the bench retails for $2,800. Markup is one thing, but from $350 to $2,800? NO, I would not accept $750. Despite promises to fix the silicone and install the correct shower head, nothing was done. Each time I spoke with someone, they were unaware of what I had been previously told by someone else in a different department. Each person promised to talk to another person to get this resolved but no one followed up. For 4 weeks no one called, outside of financing, or addressed any issue until March 29th. A new representative (the installation manager is no longer with the company) offering compensation of $1,000. Again NO. This will not cover the cost of having a bench installed, the wall repaired, and the cost of the shower head. I offered a little over half of the contract amount to settle this. The new person threatened me with legal action and a lien on my home. At this point, I do not want these people back in my home. I seek a fair and equitable resolution that aligns with the services provided and takes into account the mishandling of this project and the poor customer service rendered. It makes no sense to still be dealing with what was supposed to be a one-day conversion.

  Customer response

  04/02/2024

  I have attached my phone logs and text messages and tried to label them as best I could.   Please let me know what else is needed

  

  Business response

  04/10/2024

  Customer's main three issues are shower bench, shower head, and excessive silicone.  Customer contracted for a bench and during install decided she did not like the bench she ordered.  We have offered to credit the customer for customer satisfaction, but refused the offer.  The shower and silicone are serviceable issues; however, customer has refused service.  At this point, we ask customer to reach back out to discuss moving forward to resolve and schedule service. 

  Customer response

  04/10/2024

   
  Complaint: 21516822
  
  I am rejecting this response because:

  A Service Manager, ******, called me on yesterday to discuss.  I explained to her why I hadn't accepted the $350 for the bench and $400 for my trouble.  The bench retailed for $2800 and that was the price used to show me how they arrived at the price of my package.   She said she understood and agreed that the offer of $350 for the bench made no sense and said she was going to reach to a local person here in ******* who would be calling me shortly to further discuss.    No one called back and I see from this response from the business that they feel they have done all that they are going to do. 

  I will reiterate as I did with ******, I have never experienced such poor customer service.   It was not about my not liking the *************** was that no one ever explained that the bench would not go across the back wall as one would expect.  Because what they offer as standard is a corner bench that does not go across and cover the wall, it should be their onus to explain that to a customer.    Anyone else would have expected a bench that covers the back wall as I did, if not told something different.      That I am still dealing with this almost 2 months later and being made to feel like a disgruntled customer who just doesn't want to pay a bill is disgusting to me and I would never recommend this company or any of its dba names to anyone else.   I wish I had not started this process.  No, I don't want them back in my house to do anything.  I had an installer to tell me that the silicone issue couldn't be fixed only to have his manager tell me it could be fixed but that I would have to paint over whatever they used to fix it after.   Everything about this process has been one person says this and another person says that, but they all come to the same conclusion that I have to take what meager compensation they want me to have and accept their poor handling of this situation.   I will not.   I have offered them what I think this 2-month process is now worth to me and would like to get this settled. 
  
  Sincerely,
  
  *********************************

  

  Business response

  04/10/2024

  We understand your frustration; however, we are willing to help the serviceable issues and the customer has received the credit. 

  Customer response

  04/10/2024

   
  Complaint: 21516822
  
  I am rejecting this response because:
  What credit?   Are you referring to the $750 offered and refused?
  Sincerely,
  
  *********************************

  

  Business response

  04/10/2024

  Customer signed an installation survey that stated in the additional comment section that there was $750 credit and the contract amount, and the charged amount were $750 less.   At this point, unless customer allows service, we consider this matter closed. 

  Customer response

  04/10/2024

   
  Complaint: 21516822
  
  I am rejecting this response because:

  I signed NOTHING.    I was constantly asked to sign a survey attesting to my satisfaction with the install.   I never signed anything as my issues were never addressed.  If you are telling me that you have something with my signature or anything asserting completion or satisfaction with the install, I will be pursuing this matter through legal channels as my signature has been forged.   It would be stupid of me to sign something and later complain.   Present the signed document NOW. 
  
  Sincerely,
  
  *********************************

  

  Business response

  04/10/2024

  We ask customer to provide dates and times to complete the serviceable issues remaining. 

  Customer response

  04/10/2024

   
  Complaint: 21516822
  
  I am rejecting this response because:
  This response is another example of your poor business practices.   I asked you to provide me with the document you said I signed, the Installation Survey that would assert my satisfaction.   You respond with a request for dates and times.   Why at this point would I feel comfortable with any work that you offer to complete? For example, I was told that yes, the installer could fix the silicone, then told no, that it could not be fixed by the installer, and then yes again but once you did your part I would have to re-paint the area treated.  Why would I trust anything more to be done by you?  I have expressed my concerns from the day of installation and have gotten nothing but conflicting answers from each person in the company that I have spoken to.   The installer blames the salesperson, the installation manager blames the installer, the finance people call demanding money not knowing what is going on and now the complaint resolver calls, tells me that someone else locally will be contacting me, and the next thing I have is another take it or leave it response through the BBB.    No one has accepted responsibility for the poor way this has been handled and the stress of having a one-day job turn in to a 2-month nightmare.    A billing adjustment in line with the service received is what I want and what I offered.   

   

  
  Sincerely,
  
  *********************************

  

  Business response

  04/11/2024

  We understand your frustration; however, we are willing to help the serviceable issues and the customer has received the credit.   The contract amount was reduced as the customer did not allow installation of the seat that was ordered.  As we cannot service, we consider this matter closed. 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  last month I had a new shower put in. everything looked great. during construction they were supposed to put in a false wall. It was to be 5 inches wide. you could not notice That it started at about 6 and a quarter inch at the very top and at the bottom it is about 5 and a half inches. the only way I found this out, was when I tried to put up my glass shower doors. There would have been about a three quarters of an inch gap between the door and the wall, as it tapered to the bottom. this would cause water from the shower to come out and onto the floor. now I called bath planet and talked to someone named *******************. He informed me that the job was done, and the contract fulfilled. I told him there was an addendum to the contract saying the wall was to be 5 inches wide. He still said they would be doing anything else, and the contract had been fulfilled. can you see how this affects me putting up my glass doors. how can we remedy this? Thanks in advance. Also, I am a veteran and disabled, and a senior. I can't afford to fix this problem.

  

  Business response

  04/01/2024

  Your contract is with Bath Planet Chicago out of *******, ** ph ************.   Each dealer is an independent contractor.   They are independently owned and operated.

  The office in ************ manufactures some of the Bath Planet bath products.  We do not install or sell to the public.  Bath Planet is a brand, we are not a franchise.  

  

  Business response

  04/16/2024

  Customer purchased a walk in shower with a curtain rod installed.  Customer can not remove the curtain rod and install 3rd party door without voiding the warranty.  The 5" wall was built at the bottom however due to the pre-existing structure being so far out of level, we had to make the top almost 6" to compensate.  If not done this way, it would have caused panels not lining up.  

  Customer response

  04/18/2024

   
  Complaint: 21507897
  
  I am rejecting this response because: 

  the curtain rod and warranty, have nothing to with fulfilling the terms of the contract. and you didn't have the go ahead to change anything in the contract without my approval, which you never received. Even after you took it upon yourself to change the measurements to the contract, the shower is still out of alignment. when your person came out to check things, he said you would fix the problem by re-doing the opposite wall of the shower. the only drawback is he said I would have to pay for a new panel. I declined the offer and told him I wanted the false wall to be fixed to the original specifications. Now we can go round and round with you coming up with all these stalling tactics. But all these messages are documented. Bite the bullet as we say and just fix the shower and ****** it off. lol. I really can't see why a multi-million-dollar company is trying to save a dime and have a dissatisfied customer. I am an old guy who has a lot of time on my hands. and the next step is taking you to court. The exposure would be great for a disabled veteran, and a senior, getting treated like this. not a problem if you want to go that route. I think when it's all over, the award to me will be a lot more than the cost of a panel. Just do the right thing.    
  

  
  

  
  
  Sincerely,
  
  ********************************* Iii

  

  Business response

  04/23/2024

  We have offered to order and supply new acrylic material for valve side wall and rebuild the partial wall per contract specifications as requested.  This will replace the wall panel, tower caddy and partial wall material.  Once customer signs off on this, we will go forward with this offer. 

  Customer response

  04/23/2024

   
  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,
  
  ********************************* Iii

  Customer response

  05/20/2024

   
  Complaint: 21507897
  
  I am rejecting this response because:
  I have yet to be contacted by Bath planet for repairs? 
  

  this will only be resolved when they do the offered repairs
  

  
  Sincerely,
  
  ********************************* Iii

  

  Business response

  05/30/2024

  Product has been ordered and we left a voice message to confirm scheduled service date of 6/24/24. 

  Customer response

  05/30/2024

   
  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,
  
  ********************************* Iii

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I met with a consultant from **** Planet yesterday and decided to move forward with the project. The contract says that I have 3 days to cancel and I would like to move forward with canceling this contract.I tried reaching the consultant via phone and she does not have a voicemail that has been set up. I then received a call from someone who wanted to start scheduling the work when I told her I would no longer like to move forward and exercise the 3-day cancellation policy.She could not handle this request and that someone (***) would have to come to my home tomorrow to discuss it. This is just not acceptable. There were no managers available to speak with me as all of them were out with clients and no one was available to speak with **** followed up with an email and would like assistance on cancelling this contract,

  

  Business response

  04/12/2024

  Each of our customers are independently owned and operated.   The request was forwarded to **** Planet Chicago, ************ ************  Their contract is with them directly.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hi, this company will not stop calling me. I cannot block their numbers fast enough. A dozen or more calls each day, always from different local area code numbers. Always without leaving a voicemail.

  

  Business response

  03/25/2024

  Customer has been added to the do not call list.  This process can take up to 10 business days to complete

  Customer response

  03/25/2024

   
  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,
  
  ***********************

  Customer response

  03/25/2024

   
  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,
  
  ***********************

*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. ↩