ComplaintsforThe Bath Authority, LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a $20,000 Tub/Shower installation. Man came and ripped out old tub and shower. Another man came and opened what was ordered for us and found that it was incomplete. We said we would wait for the complete package to be installed later. That was in March, 2024. We were contacted and told it would be August before parts could be received and installed. I asked for a rebate in June of the $8,920 we had already paid because doing without a usable shower was becoming a serious health issue for my husband. I was told I could only have a percentage back but was never actually offered it in good faith. I was offered a lesser shower/tub for over $11,000. I have a quote for the same thing for less than $5,000. I have spoken with ***** repeatedly and he said he would pass this to someone else 2 weeks ago and I have heard nothing. I feel since the error was entirely theirs and I have been waiting over 3 months, my money should be refunded.

  Customer response

  07/03/2024

  Settlement reached. Release signed.  Full refund will be processed this Friday.  Thank you - I'm so glad this is over!   

  Business response

  07/03/2024

  Thank you for the information regarding Complaint ID #********. We apologize if this customer's experience has fallen short, both in terms of their expectations and our own. We have had the chance to speak with this customer and are working with them to part ways on our agreement. We appreciate the chance to address this with them and will be bringing about a resolution with the customer directly in terms of next steps as quickly as possible. Thank you for the opportunity to respond.  

  Customer response

  07/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I received a full refund and will honor the agreement we reached.  
  
  
  

  Regards,

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

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with The Bath Authority on 2/29/2024 for a new tub and surround. This was to be a 1 day install. We also asked the sales rep if the people they sent were familiar with installing baths including plumbing on manufactured homes (as we live in one). We were assured that they do.On 4/18/2024 the installer/plumber came and told us that he wasn't real good with the type of plumbing we had, but he would install. The 1st day of install the plumber left for approx. 3 hrs going to get parts he needed. He arrived at 9:45 AM and left at 5PM. On 4/19/2024 the pumber returned at 8 AM. He finished the install at 5PM. On 4/20/2024 we were awaken at 6:30 due to the hot water pipe having split and water gushing out of it. We ended up calling a local plumber (as we had no emergency # for The Bath Authority). The plumber fixed it temporarily as we stated we had a call into the Bath Authority. On 4/20/2024 I called their regular line and left a message for them. On Sunday the cold water pipe was leaking - a slow drip. On Monday, 4/22/2024 ****** returned my call and told me to send him pictures along with invoices for repairing. On 4/29/2024 I sent him (***********************)an email with the photos and 2 invoices - as now we had to replace the floor, underlayment and insulation due to all the water damage. To date we have not received a phone call, email, letter via ***** nothing. We want to be repaid for the monies we had to spend due to their negligence.

  Business response

  05/21/2024

  Thank you for the information regarding Complaint ID #********. We apologize for the delays in the invoice review and communication of next steps for this customer. After reading the details of this complaint, our Operations Manager reached out to the customer and they are going to be sending him a copy of the invoice so that we can work to get a reimbursement moving for them. We appreciate their continued patience and look forward to getting this matter resolved as quickly as possible. Thank you for the opportunity to respond! 

  Customer response

  05/21/2024

  We finally received a call from the bath authority late yesterday. They stated they would be sending a check for the amount I requested. I should receive the check by May 31, 2024.  I will let you know at that time if I am satisfied.

   

   

  Customer response

  05/31/2024

  I sent a response a last week or so stating according to the company The Bat Authority we were supposed to receive a check for the receipts I sent in. To date. Have not received a check. I am very dissatisfied and feel the company is not responsible enough nor caring enough of their customers.

   

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

  Customer response

  06/17/2024

  Reference Complaint 21705330

  I did reply to your email stating you were closing this complaint - but I did email you back twice telling you we had not received the check yet and were waiting for it.  To date we still have not received the check.  ************ is totally irresponsible and do not abide by their words.  I ask that you add this to the initial complaint and help us receive the money that is due us.

   

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

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  To date we still have not received the check.  ************ is totally irresponsible and do not abide by their words.  I ask that you add this to the initial complaint and help us receive the money that is due us.

  Regards,
  

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

  
  

  Business response

  06/25/2024

  Thank you for the additional response on Complaint ID #********. We would like to clarify that a refund check was cut and mailed out the week of 5/31 as was promised to the homeowner. If they have not received it, and in an effort to bring this matter to a close, we have cancelled that check and are going to be overnighting a new check to them. Should they have any questions, we ask that they do not hesitate to reach out to our Customer Experience team directly, at ************. Thank you for the chance to respond.  

  Business response

  06/25/2024

  Hello- we wanted to provide a real time update on our most recent response for Complaint ID #********. There was a slight delay between the cancelling of the check already mailed and the new one being mailed out, so it will be sent out tomorrow. We appreciate the chance to provide this update as an effort towards open communication and a desire to bring this to a resolution as quickly as possible for this customer. Thank you! 

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

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