ComplaintsforBath Experts, LLC

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had issues with an install of a shower/tub combo from Bath Experts. The finish of the caulk is the primary issue. I have reached out to Bath Experts to have this issue resolved, and did not receive a satisfactory conclusion to the issue. Initially the issue was that there were both gaps in the caulk for the shower/tub and excessive caulk smeared on the shower/tub. When I was able to get in touch with customer service they scheduled an appointment for a caulk touch up. The same contractors that worked on the initial job came back for the second one, and only added caulk to areas I specifically pointed out. The excess caulk was not dealt with, and they did not do any inspecting of the rest of the caulk. I have left a review for Bath Experts in *********, **, on ****** with pictures of the issues.

  

  Business response

  10/03/2024

  Thank you for bringing to our attention ***** ****** concerns. 
  Bath Experts in 100% dedicated to customer centricity and great installations. 
  We have acknowledged that we need to make repairs to the installation that was done for ***** ******. 
  Today, 10/3/24, the Operations Manger for Lexington went to ******* home to discuss next steps with her. 
  We will overlay her walls and replace the shelves in her shower, we will also ensure to take care of the walls in her bathroom. 
  We have ordered all of the material necessary to resolve the outstanding issues that have been brought to our attention. 
  I have attached Miss ****** contract and we will ensure to uphold the integrity of Miss ****** lifetime warranty. 
  If you happen to have any further questions or concerns, please do not hesitate to contact me at ************. Thank you.   

  

  Business response

  10/03/2024

  Attached is ***** ****** contract with Bath Experts. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shower installed by bath experts of ************* on August, 28th 2024. The company has been contacted multiple times about issues with the install. There was damage left from the install of the shower to a wall and ceiling in the bathroom. There is excessive caulking in one corner of the shower covering up a mistake

  

  Business response

  09/17/2024

  Thank you for bringing our customer's concerns to our attention.

  
  ******* ******** signed a contract with Bath Experts on 7/3/24 (contract attached). 

  
  Bath Experts was contracted to install a Jacuzzi branded shower for ******* ******** in his home, which is located at:

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

  
  We installed the ********** shower as contracted on 8/28/24. 

  
  Bath Experts contacted Mr. ******** during his installation to check in and make sure that all was going well with his installation. He did not answer our call; however, we left a voicemail.  

  
  On 8/29/24, we spoke to Mr. ********* and he advised us of his concerns. We took his concerns seriously and scheduled a comprehensive service call for him on 9/6/24. Our employee was to assess the paint that needed to be touched up and an area of his ceiling that needed attention. 

  
  Mr. ******** spoke to a Customer Experience Specialist on 9/11/24, he advised that he would reply to an email with photos of his concerns. We sent the email as requested, but unfortunately, we did not receive a response (Copy of email attached). 

  
  Today, 9/17/24, I spoke to Mr. ******** and scheduled a service appointment for 9/20/24 at 9:00 am. Our installer is going to repair the areas of concern. 

  
  Our customer has a lifetime warranty, and we are abiding by our warranty; we will not be issuing a refund of funds because we have been responsive and are working to resolve all concerns that we have been made aware of. 

  
  If the ********** have any further questions of concerns, they can feel free to contact me at ************. 

  
  Respectfully, 

  
  **** ******
  Director of Customer Experience
  
  

  

  Business response

  09/17/2024

  Please see photos of the damage that the customer is referring to. Thank you. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New bathroom installation was faulty, not as described. Site manager aggressively told me the job was fine after he inspected my complaint. **** was required after concern was brought to district level which involved additional time off. The job again was far from par for a new $12k installation. Additional home painting repairs required after supplies and equipment scraped ceilings. Caulking required which has already been purchased for repairs at seams. At no point did the site manager or district manager call or present on-site to inspect the job after second attempt. The job is still unfinished. The quality of the product is satisfactory, the installation x2 is inexcusable. Photos attached. Videos can be provided upon request.At minimum my expectation is a refund. This company is now costing me money. Im willing to cover cost of supplies only as Im having to face additional repairs to fix.As stated previously, the installation both times has not been professional and definitely not worthy of $12k

  Customer response

  06/23/2024

  The response from bath fitters is fitting to the installation.  Youve done damage to my property that is inexcusable.  Actually worthy of a small claims case.  Im simply hoping to cut ties and take a loss on both parties and not pursue this option.
  The cost to repair the damage will be included in claim if we are not able to reach resolution here.

  Thus company is no longer allowed access to my property and further damage.

  

  Business response

  06/25/2024

  Thank you for reaching out to us in regards to ******* Mask's concerns. 

  Candace's husband, *************************** signed an agreement with Bath Experts on 3/10/24, (Contract Attached). 

  
  We were contracted to install a walk-in-shower, at **************************;home, which is located at: 
  
  
  ********************
  *************** IN 46804
  
  
  The first initial installation of ******************************* shower occurred on Tuesday, May 21st - Wednesday, May 22nd, 2024. 
  
  Our hope is for all installations to go smoothly however, sometimes complicated matters can arise, and Bath Experts works diligently to resolve issues as they come. 
  
  After ******************************* installation was completed, ******* Mask contacted Bath Experts to advise that she was not happy with the color of the silicone that was utilized for their installation. 

  We informed ***** and ******* that gray silicone is paired with the shower wall panels that they chose. They informed us that they would like to have white silicone, because that is the color silicone that they saw at a Bath Experts event. 

  We offered to re-do ******************************* installation with alabaster white panels and white silicone, because that is what is normally paired together. We educated ***** and ******* about which silicone is paired to which wall panels, and the fact that the wall panels that they chose will most likely not be esthetically pleasing with white silicone. 

  *************************** advised that they would like for us to re-install their shower, and to utilize all white silicone. We agreed to re-install the customer's project because they were not pleased with the silicone utilized, the re-installation of their shower was scheduled for June 12, 2024
  
  We were informed that the customer needed us to add trim to the bottom of their shower, we offered to come to their home to install the trim, and touch-up any areas of their wall or ceiling that could have possibly gotten damaged during installation. The customer declined our offer to repair the ceiling in their bathroom and the drywall that needed to be touched up. 

  They allowed us to drop off the trim needed and they did not want us to install it, (screenshot of SMS message included).

  Scott ******** did sign the post-installation checklist, and they did not note any unresolved issues. 

  Bath Experts has done our due diligence to ensure that Scott ******** has the shower we were contracted to install therefore, we will not agree to a refund.
  
  
  If *********************** has any further issues he can feel free to contact our ****************************** at ************.
  
  
  Please feel free to reach out to me anytime regarding this matter or any matter, and I will not hesitate to assist 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.]
  Im appalled at the response.  Yes the caulking color used was not presented at the time of sale.  They failed to leave out that the silicone was also not applied properly and the the installation base was placed in crookedly.  All of which I have photos of.  The site manager admitted on conference call the whole job needed redo.  2nd attempt, the caulking has gaps and is on so thick its rolled and smeared onto the panel.  The ceiling in the bathroom from 2nd install and down my stairwell has been damaged.  It was noted in text message to ***.  At no point was an offer to repair made.  The offer was to install a floor plate which was not provided at install.  I had to call and ask for it at which time it was decided that I needed to cut ties with this company to prevent further damage to my home.
  Upon signing anything I was presented with a blank phone screen and a verbal on initial install that indicated the job fit the day was done.  Not that I was satisfied.  I asked for a copy and was told it was phone notes.
  I would never sign a job complete when there was still work to be done.  Why would that even be presented?

  Ive taken three days off work, the floor board is still not in place and my ceilings are damaged and Im waiting on that call for vacation package.  Im expecting fair compensation for time, unfinished labor and supplies.

  Regards,
  
  ******* Mask

  
  

  Customer response

  07/05/2024

  I have not received a response for resolution yet.

  I completely feel I was taken advantage of and my money was stolen for the job I received.  
  not sure how after two attempts and other business from this company would be beneficial.  The relationship between consumer and business has become hostile in resolution.  Having any one else representing this company is not acceptable.

  What is fair us reimbursement of labor charges to cover botched job and additional expenses Ive incurred as a result of damage to property.

  Customer response

  07/09/2024

  Good afternoon ****
  I haven't received a response from you since Wednesday last week.  I'm assuming we haven't been able to reach an agreement on repair and damage as we've previously discussed.  It's unfortunate as a business in the community that I'm not seen as a valued customer nor respected in the sense that I've had to seek alternative arrangements due to the lack of satisfactory installation on more than one occasion.
  As mentioned before, I feel the amount of money collected for services provided was criminal.
  Please provide contact information as to where I should direct small claims documents to.
  Thank you in advance for a quick reply.

  

  Business response

  07/09/2024

  Bath Experts agreed to reinstall our customer **********;********** project because it was not what they envisioned.

  They advised that they preferred a crisp white look for their new shower, I sent them different styles of all white showers that we have installed, and offered to install anyone of those for them. 

  There was not anything functionally wrong with their project.

  Out of good faith Bath Experts agreed to fully reinstall their project.

  This was an investment on our end.

  If our customer's advise us that they are not pleased with silicone, etc. we schedule a service call to repair any issues that *** have arisen.

  That was offered however, it was declined.

  We offered to hire a subcontractor to repair the scratches on their wall and a streak on the wall of their stairway.

  We also offered to install the trim piece that should be placed in front of their shower, ******* advised that she would like for us to drop it off at their home, which in turn we have obliged.

  We have attempted to be extremely accommodating because if there is an error made, we desire to do the right thing and fix it.

  Today we offered ******* a check for $500 for the repairs that she has stated that need to be done in their home. 

  We have been very attentive to ***** and *****'s requests.

  Their initial installation was scheduled for 5/21/24 - 5/22/24, we reinstalled ******************************* project on 6/18/24.

  ***** and ***** have spoken to members of the Customer Experience Team, and the Fort ***** Operations Manager throughout this time.

  On 6/24/24, the Fort ***** Operations Manager went to their home more than willing to assess any and all concerns that they had, and to install the trim piece that they needed. Upon completion of his assessment we would have hired a subcontractor to repair any damage to their walls.  

  We're more than happy to assist any of our customer's, and we can be reached at ************. I can be reached directly at ************. 

  Customer response

  07/12/2024

  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. 
  
  Even though Im told the installation is functional, the quality of installation both times is extremely low.

  $500 was offered to covered damaged.  The monetary offer simply does not cover installation flaws that have been ignored in direct conversations.  Word of mouth will cost more than being an honest equitable company.

  $12k out of pocket and I received a subpar shower replacement, damaged walls, no vacation package and a headache.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* Mask

  
  

  Customer response

  07/15/2024

  As of 07/15/2024.  I have yet to receive compensation for an unprofessional installation, I have yet to receive compensation for the damages caused to my home and I have yet to receive information on a vacation package promised for agreeing to services.  ***************** has failed on many levels.  It's so unfortunate on my end that I've invested a large sum on money and have been dealing with staff that has promised nothing but lie after lie after lie.

  Customer response

  07/19/2024

  We did receive correspondence regarding a credit agreement and we will not be signing it.  We have been fair in allowing Bath Experts ample time to compensate fairly for an incredibly poor install and the additional damage to the property.  The $500 offer in no way covers the poor installation quality of the shower, but we came to the realization that Bath Experts would not be able to provide the service we paid for.  The agreement just adds salt to the wound.  We have spoken nothing but the truth on our experience with your company and will continue to do so.  In every Bath Experts response , key details have been left out making the situation seem to just be a picky customer.  ********************** failed us and has added insult by wanting us to stay quiet about it.  Since a fair settlement was not offered, we will continue to speak, post and share information about your installation and company.  This will be the whole truth not the edited version from Bath Experts.
  
  We were in sincere hopes of you being a reputable business model.
  
  

  

  Business response

  07/19/2024

  Hello, 

  Thank you for assisting our customer with their concerns. 

  On, 7/10/24, I contacted ***** to inform her that I was going on vacation and that I would return on 7/16/24, however, she sent another response to the BBB on 7/15/24 advising that we had not sent her compensation. I also informed her that our Sales ********************* would send her a credit agreement. Once the credit agreement was signed, we would send her a check for $500. Today (7/19/24), ***** responded to my text message and advised that she would not agree to the credit agreement. 

  The damage that the customer has sent photos of does not justify a $500 refund, however, our goal is to satisfy our customer's, therefore, we went above and beyond a reasonable refund. 

  There was never proof that our installers damaged the customer's walls and ceiling. The before photos that we took during the point of sale has pre-existing damage to the customer's walls and ceiling. 

  The customer has sent photos of scratches that could be removed using a magic eraser. The photo of the obstruction to their floor, was to be covered with floor trim. The customer has declined to allow us to add floor trim. 

  The customer spoke with the third party Destination Motivation on 7/17/24. Destination Motivation informed the customer that they will receive a travel voucher.

  Bath Experts has been incredibly reasonable and responsive to ***** and ****** requests. When we were informed less than 24 hours after their initial installation that they were not pleased with the installation we invested money on resources and labor to fully re-install their project. When they brought to our attention scrapes on their wall and ceiling we offered a subcontractor to come to their home to paint. We are not certain how we have failed or lied, without the credit agreement being signed we will not send a refund to the customer, as that goes against our policies and procedures. 

  If ***** or ***** needs any further assistance they can feel free to contact our Customer Experience Team at: ************, or they call me directly at ************. 

  Thank you. 

   

   

   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 2, **** purchased a Bathroom remodel(walk-in shower), we did not receive a breakdown of financing except for the price, term length and monthly payments. The contract allows 3 days to cancel without penalty. However we did not receive a breakdown from GreenSky until after 3 days through an email. After learning that the interest rate was $10,588 for a $14,723 loan.,totaling $25,311. we did not want to continue and wish to cancel. We were not also shown a breakdown after seeing a television commercial from Jacuzzi bath remodel for 50% off office installation. We received a letter in the mail on January 18, **** from GreenSky that the loan could not be approved because of credit discrepancies , the following day January 19, **** we notified GreenSky to reject the loan because of a denial on the previous day. The ************ office ,a person named ****** stated for us to get out of the contract we would have to pay 15% of the total of what was completed already such as construction and shipping for the cost of $4000 which she stated was completed , however on January 25, ****, we received a text from ****** phone number ************ that said the manufacturing team is prepared to start building and will update you when your order ships contrary to what we were told two nights before , so we were not told the truth. Our original contact attempts wouldve stopped any building production if they wouldve returned calls so while the clock is ticking and increasing the price, we may owe more as production continues. What appeared to have occurred is that my wifes credit was denied and consequently my credit was used. ****** even stated during our last call I can understand the confusion and wouldve done the same in reference to canceling and acting on it. We would just like the down payment returned to Greensky for $7,361.

  

  Business response

  02/08/2024

  Thank you for bringing Mr. ***** concerns to our attention.
  At Bath Experts we strive to provide an easy and transparent experience for our customers.
  Mr. and Mrs. *** signed a contract with Bath Experts on 1/2/24.
  We were notified on 1/22/24 that the Say's desired to cancel their agreement with Bath Experts.
  Our buyer's remorse period is 3 business days; therefore, the Say's contacted us with a desire to cancel their agreement after their buyer's remorse period expired.
  On pages 5 - 6, of the Say's Bath Experts contract, it states that if a customer wishes to rescind their contract there will be a cancellation fee of 15% of the full contracted price, and they will reimburse Bath Experts for all expenses incurred on their behalf. 
  Our customer's financing agreement is completely separate from their Bath Experts agreement, especially considering that the finance company that the Say's chose is a completely different entity/business from Bath Experts. 
  
  Bath Experts emails our customers a copy of their agreement on the date that their contract is signed. 
  
  The Say's brought their concerns to our attention, we offered to assist them with finding a more advantageous financing plan, which has helped to relieve their concerns. 
  The Say's copy of their agreement is attached. 
  
  If there is anything else that we can do to further assist, please do not hesitate to contact our Customer Experience Team at ************. 
  

  Customer response

  02/08/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug.25,2023 salesman ************************* from the ******** office. Came to our home to give an estimate on a walk in shower. We told him we wanted a solid shower with a molded seat. ******* told him he wanted a cold faucet and a hot faucet. He didn't want a single lever faucet. ***** told him there was no problem in getting what he wanted. We paid $7,000 down. We waited until Oct. 18,2023 for the work to be done. The installer came in and said a walk in shower alabaster white. We said yes. He punched buttons on a tablet and handed it to me to sign. He went in cut out the old tub/shower and replaced the water lines. I told him he would have to unscrew the wall to get the shower to fit in there. He said no problem. The next thing we knew they were bringing in 3 sheets of paneling. Then they opened a box with all the shower parts and put them in. Never saying why, they were putting in things we didn't agree to. The seat was glued to the wall. It wasn't as long or solid as ******* had told ***** he wanted it. Contacting the company in *******. The customer Experience Manager ********************* said they don't do solid walk in showers in homes already built. they only do them in new builds. She said what we got is what they put in . Well, somebody was a liar because they never said anything about a bathroom that looks like the one we got. Had they told us that was all they had to offer we wouldn't of had it done. It's not what we wanted and it's not worth $14,000 either. The piece of paper ***** left here says solid walls and a solid bench seat. not 3 sheets of paneling and a glued on seat.

  

  Business response

  10/27/2023

  ******* and ******, I am sorry to hear about your frustrations. The attached rendering photo that you designed is a replica of your shower and is a visual representation of your contract.

  The contract that you signed and received via email, and mail outlines the total cost of your project. Prior to installers beginning to install the customer's order, they go over a checklist of material, expectations, etc.

  Your solid bench seat is securely supported by metal, screws, and 2 x 4s behind your shower panel.

  Our installers ensure that all material ordered and contracted requests are installed and executed with precision and excellence.

  If you have any further questions or concerns feel free to reach out to our ****************************** at ************.   

  
  

  Customer response

  10/30/2023

  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,
  
  *******/************************; WE WEREN'T EXPLAINED ANYTHING. ************************* sat at our kitchen table  and told us we COULD GET A SOLID **** SHOWER WITH A MOLDED SEAT IN THE **** HE ALSO TOLD ******* HE COULD GET THE SINGLE FAUCETS HE WANTED. HE REVIEWED WHAT WE WANTED AND STRESSED AGAIN IT WOULD BE WHAT WE WANTED. HE NEVER SAID IT WAS GOING TO BE 3 SHEETS OF PANELING GLUED TOGETHER. A SEAT SCREWED TO THE **** OR A SINGLE ALL IN ONE FAUCET. THE INSTALLER NEVER SHOWED US ANYTHING BEFORE HE STARTED EITHER. BEFORE I LEFT FOR AN APPT. I TOLD THE INSTALLER HE WOULD HAVE TO REMOVE THE **** IN THE BEDROOM TO GET THE SHOWER IN. HE SAID NO PROBLEM. IF, ***** KNEW AND THE INSTALLER KNEW WE WASN'T GETTING WHAT WE WANTED THEY SHOULD OF SAID SO. NO THEY GOT OUR $ ****** LIED TO US AND PUT IN A SHOWER WORTH $ *****. WE WANT $7,000 RETURNED. SCRIBBLING NUMBERS ON THE BACK OF A SHEET OF PAPER AND COMING UP WITH $****** IS UNACCEPTIABLE. WE KNOW BATH EXPERTS ISN'T GOING TO RETURN OUR MONEY. SO, WE WILL SEEK LEGAL ACTION AGAINST THEM.
  

  

  Business response

  10/30/2023

  ****** and *******,

  
  We are sorry to hear about your frustrations.

  
  Attached you will find the pre-installation and post-installation documentation associated with your installation.

  The attached documents clearly outline what you had installed.

  You received a copy of your contract via email on the date that you signed your agreement with Bath Experts, and when you requested a copy to be sent to you via mail, we sent that as well. 

  
  Our contract clearly outlines the total amount of your project.

  
  Our Customer Experience Team is available at ************ if you have any questions.

  
   Thank you.

  Customer response

  11/10/2023

  That Company will NOT give us any kind of refund. They weren't truthful with us and we didn't get what we were told we would get. They can claim they showed us pictures of what we were getting. Which is not true. They can say they showed us everything we signed before we signed it and that's a lie also. We got their trash and they got our money. The worst company we have ever dealt with. I wouldn't recommend them to anyone. In their way of doing business tell you what you want to hear and then do what they want. 

  Customer response

  11/13/2023

  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.]

  That Company will NOT give us any kind of refund. They weren't truthful with us and we didn't get what we were told we would get. They can claim they showed us pictures of what we were getting. Which is not true. They can say they showed us everything we signed before we signed it and that's a lie also. We got their trash and they got our money. The worst company we have ever dealt with. I wouldn't recommend them to anyone. In their way of doing business tell you what you want to hear and then do what they want. 
  
  Regards,
  
  *******/*************************

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attached are pictures of the shower enclosure that was installed by bath experts located in **********, ****. I was told they were locally owned and operated but their office front seems to be a facade. The salesperson advised the glass doors would extend to the wall enclosures vs. being inset as seen in the pictures. The result is a width of the shower pan and door inlay is 3" inches narrower than expected. You can see the floor trim where it stops from the tub being removed and where the pan should extend too, but because the pan was ordered incorrectly it's not lining up the way we expected it to. Also, the installers were very messing and cursed the entire time, as well as having issues with the plumbing installation due to the design. We reached out to our salesperson and called to customer service number that week and left messages, but no one returned our call. It wasn't until weeks later after I advised the construction finance company of the issues, and they placed a hold on the disbursement that a woman from bath experts called me. We explained the situation and were told we would get a call from **** the area manager. We contacted ***** our salesperson to advise again of the situation and he said he was unavailable in training but would pass the message along. In speaking with the customer service and not connecting with our salesperson or **** we've at an impasse. My concern outside of the poor installation is the warranty and the lack of local presence by this company. I specifically asked ***** when considering the install if their installers are employees and he said yes! However, they appear to be contractors just driving bath experts' vehicles. We would like compensation due to the extremely narrow shower enclosure and the cosmetic imperfections due to the smaller pan resulting in the glass doors being mounted at that a narrower setting. They did not provide a bill when I asked that shows a broken down of labor and materials, yet they give a gross monetary amount and told me all cost are included in a general contractor amount. This wasn't what we expected and when asking customer service, they said we knew this when signing the contract. We explained that is not what we understood because what business would not provide a bill break out of their work, unless they are hiding something. We don't care to have them work on our home anymore because the ******* on site was very unprofessional during the install.

  

  Business response

  07/20/2023

  Thank you for bringing *************************** concerns to our attention. 
  
  Bath Experts installed exactly what was listed on the ********** agreement. 

  
  During the point of sale, their salesperson discussed the size of their shower pan with them, he expressed his concerns in reference to a larger shower pan and the limited space that they had available. The Morriseys agreed to the size of their shower pan and signed off on their contract.

  
  The **************** Team began speaking to the Morriseys two days after their installation, which was on June 7, 2023. The **************** Team spoke to the ********** several times after that, they also spoke to their salesperson, our Sales and Operations Manager, and the installer that installed their shower. ****, which is the Operations Manager for ********, sent the ********** text messages and called them multiple times and did not receive a response. Bath Experts thoroughly communicated with the Morriseys in a timely manner. 

  
  ****, offered to go to the ********** home after service call hours to fix any concerns that they informed us that they had. *** advised that she decided that she did not want **** to fix any of their concerns, and she did not want her shower door potentially adjusted to possibly give them more showering space.  

  
  Bath Experts has offices in many locations across *******/**** that are locally owned and operated.  Our team is made up of employees only, not subcontractors.  

  
  We provide our customers with a contract that lists the type of base that they will have installed, the dimensions, the wall system, all fixtures that will be installed, accessories, seating, and the type of door that was chosen. We then list the total amount of the contract and the form of payment for the job.
  
  Bath Experts overall has been more than accommodating, therefore, we will not agree to issuing a discount due to no wrong doings on our part.

  If any of our customers need a service call, they can reach out to our **************** Department for a service call at ************.

  
  Thank you! 

  Customer response

  07/21/2023

  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 are in their favor. 
  

  The sales person did not advise that my trim would not meet the floor plan and the floor pan would be narrower than the wall enclosures. The sales person seemed to be inexperienced, and due to their limited nature of their paperwork, they did not have good installation identification presented to us as consumers. It did not show a diagram with specific feet and inches showing how the install would look in the suggested dimensions. If they had provided a more sophisticated overview of the project, we may have been able to determine what we were being sold wasnt what we expected. But because theyre very limited paperwork which you can obtain outside of the contract was not consumer appropriate at all. Given the problems were now having with the install.  This is not a professional installation that would cost $15,000. Theyre using the excuse that thats what we excepted because of their generalities of their paperwork.  The picture attached clearly shows a portion of the unprofessional installation. They indicated multiple attempts and communication which was weeks after our initial outreach to them, and felt that they were not interacting the way that we expected because of their non-local presence, so we chose to file a complaint in order to have our concerns addressed.  We would like a floor pan that would meet the edge of the enclosure which meets the trim with the doors set appropriately at that edge or compensation for the installation that we now have to live with. 
  
  As indicated in their response, they do not have any consideration for consumers concerns only defending what they felt they did correctly. Not consumer friendly at all.
  Regards,
  
  ***********************

  
  

  

  Business response

  07/25/2023

  Thank you for informing us of ********;********** concerns. 

  At Bath Experts, we ensure that all of our sales personnel are fully trained, and undergo continuous sales training throughout their career with Bath Experts. 

  The ********** had one of our tenured salesmen come to their home, and go through his presentation with them.

  The ********** signed their contract on March 13, 2023.

  Their salesman emailed a copy of the ********** contract to them on March 13, 2023.
  
  Their salesman utilized the following email address: ************************. 

  The ********** shower was installed on June 6th, 2023.

  If the Morriseys had any questions regarding their agreement, they could have certainly expressed their concerns between March and June. That did not occur. 
  
  Mr. and Mrs. Morrisey signed their installation completion paperwork once our Installers completed their installation on June 6, 2023. 
  
  On June 9th, 2023, Bath Experts employees began attempting to resolve the concerns brought to their attention, by *******

  Multiple employees from Bath Experts attempted to contact ********;Morrisey to resolve their installation concerns. 

  The Morriseys have withheld their full payment to Bath Experts for a completed project. Although Bath Experts has not received payment for the work that we did, we have still attempted to resolve any of the concerns brought to our attention by ******* 

  *** canceled her service appointment with the Columbus Operations Manager and did not respond to multiple voicemails and text messages. 

  Due to Bath Experts installing exactly what is listed on the ********** contract, and attempting to resolve their installation concerns, we will not discount our mutually agreed upon contract with Mr. and Mrs. ********. If any of our customers need a service call, they can reach out to our *************************** for a service call at ************.
  
  Thank you!

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a flyer from them in the mail today and I want to know where they got my information from! I have lived at this address for less than 3 months and I find it disturbing that they have manged to send me UNSOLICITED offers to my home! I want to know where they got this information and IF THEY PAID FOR IT, I want to know how much was paid to obtain something that, I feel, is none of their business and I don't want to do business with them simply because of this SHADY way of gleaming someone's PRIVATE INFORMATION!

  

  Business response

  07/20/2023

  Thank you so much for making us aware of ********************** concerns. 

  I reached out to ****************** by phone and I sent him a text message asking if he would be so kind to send us a photo of the advertisement that he mentioned. 

  Once we receive a copy of the advertisement, we will investigate its origins and we will be more than happy to remove him from our marketing list. 

  Thank you so much for your corporation. 

   

   

   

  Customer response

  07/21/2023

  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. 
  

  THEY HAVE NOT CONTACT ME IN ANY WAY, SHAPE, OR FORM OF MODERN COMMUNICATION~!   THEY'RE LYING TO YOU TO COVER THEIR ***** BECAUSE THEY KNOW EXACTLY, WHERE, WHEN AND HOW THEY PURCHASED MY PERSONAL INFORMATION WITHOUT MY PERMISSION~

  Regards,
  
  ********************************
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Bath Experts from seeing Commercial in November 2022 Sales Lady *** came out saw bath room that had Tub and not a shower originally She showed me what they would do build Two walls and there would be space between a Glass brick wall which separated Toilet from Tub that wall would leave space for shelving and the other Wall by Window and where Plumming from Bath Tub was Next I picked out wall look and shower accessories Was told they would tear walls to studs and take asbestos out if any and this would cost 15 thousand and I said No for one shower then she reduced to 11 thousand and reiterating asbestos removals because my home was older I thought ok if all of this is done But they came and Moved tub built one wall and used my Glass block wall as other wall instead of building wall so there would be room for selves as we decided on Now saying theres room on Window side for selves Not our agreement but since Contract ended up saying one wall not Two The Shower itself is Nice but they left Hole in Floor where Tub pipes where but if they had built other Wall as we Talked about that would have moved Shower over closer two window then Shower pan and wall near window would have covered And since Glass Block wall was not wall originally supposed to be used shower Rod had to be put up extra high and Slips I called to complain of all of this they said Contract says one Wall and they will come back to fix holes and bring longer Shower rod but thats it and they dont know what sales Person said but they went by fixtures and other things she said But She just hustle s Cluents Makes sound really hard job and its not and Not what they Said when at My Home No reduction in price for not Building second Wall and There was no Removal of Asbestos So you pay for this and if not needed No Price Reduction Very Unsatisfactory Sham

  

  Business response

  03/03/2023

  Thank you for reaching out to us regarding our customer, ************************  We strive to make our customers' experiences outstanding from start to finish, and I'm sorry to hear about your frustrations.  Our team has reviewed your contract and confirmed we have installed everything that was ordered/agreed upon at the time of sale.  There is no justification for any billing adjustments.  Our service team has also confirmed that we offered to return to the home to address minor issues, but that offer was unfortunately refused.  Should you be interested in scheduling that service visit, our team is available at ************.    

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction with the installation of my shower that was contracted with your company on August 17th, 2022. Despite being told by ********************* that the installation would be completed by the end of November 2022 or the beginning of December 2022, I am still without a functioning shower.On December 27th, 2022, Salvador came to start the installation but was unable to complete it due to a valve that he claimed was old and he didn't want to break. Your company asked us to get the valve turned by a plumber and promised to come back, but this was not the case. We had to hire ********************************* Plumbing to turn the valve, and it was found that the valve was not old and the installer simply had to turn it off with channel locks.On January 24th, 2023, ****** came to continue the installation but only installed 1/4 of it and left without informing us that he had broken the valve off. We had to pay ********************************* Plumbing again to turn the water off and had to call Citizens Water and Gas to cut it off from the street so the work could be completed.On January 30th, 2023, ***** finally started to install the shower, but broke a hot water line to the shower behind the wall, causing a leak. Your company stated that they would not replace the valve they broke, did not clean up after themselves, and do not have licensed plumbers on their staff. I demand satisfaction for the inconvenience, frustration, and expenses incurred as a result of the poor service and unprofessionalism of your company.

  

  Business response

  02/03/2023

  Thank you for reaching out to us on behalf of our customer, ****************************  Our team takes concerns like this seriously and are working with the homeowner to resolve this situation as soon as possible.  We have spoken with the homeowner multiple times this week and have been onsite at the customer's house to address remaining issues.  We are still working with the homeowners to address outstanding issues.  We work hard to ensure that homeowners have the best possible experience, and our team is working diligently to resolve outstanding concerns.   
  

  Customer response

  02/04/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********. 

  
  Thank you for reaching out and addressing our concerns. While we appreciate the follow-up, we would like to request that ********, ******, and ***** not be sent to our residence again. These three individuals have caused more issues than they have resolved.
  

  However, we would be willing to accept *** as a potential solution to complete the job if necessary. We look forward to a resolution to this matter and would appreciate a different team to be assigned to our home in the future.

  Adding a note: *The inconvenience caused by the multiple failed attempts to complete the installation. We expect fair compensation for the additional expenses and trouble caused by the previous crew's mistakes and lack of professionalism. Thank you for your prompt attention to this matter and thank you for your cooperation.

   

  Regards,

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

  

  Business response

  02/10/2023

  Our team continues to work with this homeowner to resolve outstanding issues.  There is still work to be done, however our team is in contact with them and working toward a resolution.
  Thank you,

  Customer response

  02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the complain will remain open until completion. The staff at Bath Experts has been in communication and once this is completed and all work and invoices covered the complaint will then be deemed satisfied.  
  
  [Please see attached invoices.]
  
  Regards,
  
  ***************************
  

  

  Business response

  03/28/2023

  Our team is returning to the customer's home on 4/4/23 to resolve any outstanding concerns.  The homeowner is aware.  

  Thank you,

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bath Experts sales rep ********** came to my home on 10/17/22 and showed me a video on his iPad of what his company could do to remodel my tub and shower. He verified my home was built in **** and looked at my existing tub/shower, took measurements, wrote down my choice of tub color, fixtures, and side walls. I paid half down by credit card, and he said installation would take place on 12/16. I wasn't given a copy of the contract--it (21 pages) was emailed to me. I heard nothing so I called the company on 12/15 to see if they were coming the next day. The woman on the phone said I had to pay before they would install. I reminded her I paid on 10/17 and was put on hold. She returned later and said the install would take place on 1/5/23! I complained and was told they were within the ***** weeks described in the contract. [It was **** weeks, so guess she was correct.] The contract says I would be notified before the installers came. At 8:00 AM on 1/5/23 I received a call from Kaleb telling me he would be at my home in 30 minutes to do the installation. I scrambled to be ready. He worked from 8:31 AM until 3:30 PM and then quit. He left my home twice to get supplies from *********** My water to the entire house was off those 7 hours. He turned it back on and said he would be back on Friday. He began work at 9:00 AM and again left my home twice to get supplies. He said the tub the salesman ordered was not the right size and had to call his boss to find out what to do. He left my home at 8:00 PM after turning my water back on--11 more hours with no water in my home. When he left he said he would have to come back on Saturday to finish. We missed engagements on Friday evening and Saturday because he was still working. They advertise "one day or two" but this was three days. He came back at 8:00 AM on Saturday and finished at 10:30 AM. The Install Manager, *****, sent only one worker who admitted he had never done a tub install before! I felt I should get some relief on my bill, but he was not authorized to do that. I refused to pay at the time and asked him to have his boss call me on Monday. No call. I finally called the company around 4:00 PM and got *******, ******, ****** and then was told "NO RELIEF". The job took longer because my house was old and he had to compensate for the wrong sized tub.

  

  Business response

  01/13/2023

  Hello ******** - thank you for taking a few minutes to share your experiences. We value all feedback--positive and negative--and use it to better our processes. We strive to make our customers' experiences outstanding from start to finish, and I'm sorry to hear about your frustrations. While we make every effort to complete an installation in as little as one day, there are situations that do require additional time. Our sales and operations team has confirmed that the tub installed in your home was the correct one based on your contract. While we do apologize for the longer than expected installation time, we will not be providing a 10% discount on this project. Thank you again for your feedback.  

  Customer response

  01/13/2023

  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,
  
  ***************************

  ************* did the measuring, not me  His error caused the installer more work, not me  The contract was not made available to me the day of my order, nor would I as a homeowner know how wide my tub was. If I had not allowed the installer to work until 8 PM the SECOND day, it would have taken four days. 

  
  

  

  Business response

  01/19/2023

  Our team makes every effort to complete installations within one day, however there are times when an installation might take longer.  Our focus is on completing the job right and when we run into unforeseen circumstances after removal of the owner's original tub/shower, the installation timeframe can be extended.  We do apologize for the delay in completion, however we are not providing a 10% discount on this project.  Thank you so much for choosing Bath Experts and if you need any assistance feel free to reach us at ************.

  Customer response

  01/19/2023

  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,
  
  ***************************
  

*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. ↩