ComplaintsforShower Transformations LLC

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After almost three months of waiting, my bathroom just got completed. My wife and i feel cheated because the salesman was there instead of 2 hours, he was there for 4 hours. We feel that he took advantage of us considering that we just moved and that we have young kids and were frequently distracted. We strictly told him that we do NOT want acrylic bathroom walls, like they have in *********** He initially told us horror stories of contractors who were paid but never came through or bad plumbing jobs that leave mold, etc. After establishing fear in us, he proceeded to tell us that they have lifetime guarantee, everything was made in America and was at least 8 weeks for delivery. He brought tile with him and said that this was similar to the tile that they use. We then picked out tile design and tile style. He never said that they don't use grout. In fact he said that these tiles are specially engineered. We assumed that the tiles that we had selected was going to be grouted on an acrylic baseboard which was going to be assembled at the time of delivery. We were not aware that we would be getting embossed walls- just like we did not want and specifically told him that. We spoke to *********************, Vice President of Sales at Rebath and he repeatedly stated that what was installed was great, I reminded him that we told our salesman that that is what we did not want. He proceeded to tell me that out of **** cases, only one case had tile. And i told him that I wanted tile. The salesman gave me his tiles and we touched the tile. Yes, our contract says acrylic shell, but we thought that the tile was going to be grouted. He laughed and said acrylic is not grouted- but how does a ****** know that? We informed ********************* that we wanted bathroom (with the incorrect doors placed) gutted/removed. ***** said he would escalate it to *********** I have contacted ********** but ********** is referring me back to Rebath.

  Customer response

  11/03/2023

  Name: *******

  Address: ************************************

  **********, ** 08007

  Phone: ************

  email: *****************************************

  Business response

  11/16/2023

  On August 5, 2023, Re-bath, operating as Shower Transformations, entered into a contractual agreement with Mr. ************** to replace a shower at his residence located at *************************************************. Due to the complexity of the project, a follow-up appointment and amendment to the contract were conducted on August 26, 2023. During this appointment, a video was shared with ******************, confirming the materials to be used in the installation, and he agreed to both the materials and their placement.

  
  The project was initially estimated to take 10 weeks, as agreed upon by the customer. However, it was explained to the customer, considering the complexity and the subsequent addendum, that the 10-week period started from the addendum date, and the installation was completed 8 weeks after that.
  On October 27, 2023, when the contracted work was completed, ****************** refused to pay the remaining balance due to the shower doors being the wrong size. It was later confirmed that incorrect doors were installed by mistake, and the correct doors were available at the shop. The Install Manager promptly reached out to offer an immediate replacement, but ****************** declined as he had engaged with **********.

  
  Following this, on October 28, 2023, *********************, Vice President of Sales, had a conversation with ****************** regarding the issue. ****************** expressed feeling misled by the sales manager, claiming that he was shown physical tiles instead of the acrylic simulated tiles featured in the video. However, it was clarified by **** that Re-bath does not carry physical tiles, and the installers only had tiles removed from the bathroom floor as a result of the tub removal.
  Additionally, **** reminded ****************** about the warranty and inquired if he was shown the video presentation explaining the acrylic materials and the installation process, to which ****************** confirmed he had. Although ****************** expressed his dissatisfaction with ********** products, **** insisted that the products used cannot be provided by ********** and are only available to specifically Re-Bath. **** offered to at least install the correct doors so that ****************** could use the shower, but ****************** declined this offer.

  
  On October 29, ****************** contacted Re-bath's office, upset that no one had attempted to contact him, despite previous conversations between the Installation Manager, ****, and himself. *********************, the Vice President of Sales, then reached out to ****************** on October 30 for an extensive discussion. During this conversation, ********************** statements regarding the sales presentation started to change, claiming that no presentation was shown and only tile samples were displayed. ***** questioned the duration of the representative's visit, and the customer mentioned it lasted for four hours.
  ****************** also mentioned that accusations were made against *********************, alleging insult and frustration during the phone call. However, ***** clarified that this was not the intention, but ****************** remained disgruntled. As an agreement couldn't be reached, it was decided to involve ********** in the matter.
  On November 1, 2023, ***** contacted *******************, the ********** District Sales Manager, to inform him about ********************** situation and requested his intervention to discuss the matter directly with the customer. Unfortunately, ****'s attempts to contact ****************** were unsuccessful. Subsequently, on November 4, ****************** filed a complaint with the Better Business Bureau.

  
  On November 5, ****************** visited ********** to cancel the project and request a refund without informing the associates and store manager that the installation had already been completed. The cancellation request raised concerns, and ********** contacted ***************** at Re-bath to verify the status. **** clarified that the installation was already finished, leading ********** to communicate this information to ********************
  On November 6, 2023, ******************* had a phone call with ******************, and a site inspection was scheduled for November 10 at the customer's residence. However, on that day, ****************** was absent, and only his wife was present. **** gathered the available information but expressed the need to speak with ****************** personally. He assured ******************* that he would reach out on November 13 or November 14.
  On November 10, Re-Bath customer service informed ***************** that ****************** had called to express his dissatisfaction and disappointment, mentioning his lack of communication or resolution from **********. Additionally, ****************** posted a complaint online regarding Re-Bath.
  Since then, ******************* has made multiple attempts to contact ****************** to discuss a potential resolution, but the calls have either gone unanswered or not been returned by *******************

  
  It's essential to note that we sincerely apologize for not meeting ********************** expectations. With numerous satisfied customers, we pride ourselves on our 4.8 ****** review rating from 358 reviews in the Southern ** area and a similar rating from 313 reviews at our **************** location.
  The project has been completed according to the terms outlined in the contract and corresponding video confirmation. Throughout the process, we allocated a thorough four hours to carefully address all aspects of the project, including the presentation of product pictures without grout lines.
  We possess video evidence confirming that the customer approved the materials, and we remain accountable to **********'s standards. Further, we have photographic evidence showcasing the condition of the space before and after the completed work.

  
  We are committed to finding a resolution to this matter, and we are fully prepared to engage in discussion with ****************** to address his concerns and reach a satisfactory outcome.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/10/22 a contract was signed for a 3 bath remodels to be done at ************************************************************ and half of the cost ($33,950) was paid at that time. The bathroom installers came on 11/30/22 and did the installation. They required the 2nd half of the payment acknowledging that there were some things that were still not installed. These were a medicine cabinet door that had the hole for the handle drilled on the wrong side, towel holders that were forgotten and needed to be ordered and installed , as well as all the vanities were the incorrect height. On July 24, 2023 the correct vanities were installed as well as the towel holders. Unfortunately the replacement medicine cabinet door was also flawed. The installers called their boss immediately and informed me the order for a new door would be expedited. I have yet to hear from the company and my attempts to get in touch with a representative have been unsuccessful. It is very disappointing after spending $67,950 that they do not value me enough to return my call and get me a correct medicine cabinet door. While being back ordered seems to be a continual excuse, this much time is inexcusable. Its too bad they have been paid in full and do not care if I am a satisfied customer!

  Business response

  10/04/2023

  Re: BBB response 10/4/2023 ID *******
  
  To Whom it may concern.
  
  I first would like to apologize for this situation which was not handled in the fashion that would be consistent with our customer service.  In the last year we have process over **** jobs and this is our only complaint.  My Installation Manager responded to me with this:
  
  Hey ***, I did call the customer a short time ago and left voicemail, I am waiting for a return call. This issue is on me, I was not in contact with the customer like I should have been, and I dropped the ball on re-ordering the correct door in a timely fashion. This could have been avoided if I stayed in contact with customer and updated them on timelines and with the re-ordering once I knew it was incorrect. I am usually always in constant contact with customers with any service or install issues, but I could have handled this customer a lot better. I apologize for this situation. Once I talk with customer, I will update on a plan to get this resolved asap.
  
  So, we take complete responsibility on this situation, and I assure you we are working to make it right.  ***** has also:
  
        Talked to the customer within 24 hours of the complaint.
        Made sure the defective part was reordered it came in wrong 1 or 2 times which contributed to the delay.
        Being a custom product, it will take a few weeks to get here we did ask to get it expedited.
        When this does come in, ***** will call the customer to arrange a time to replace.
  
  We again apologized to the customer, and we will make it right.
  
  
  Best Regards, *******************
  
  
  PS: If the customer has any questions and is not happy with Jimmys response and actions, they can call me on my cell phone: ************,  or my VP of Operations, ***************** ************ if there are further concerns.
  

*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. ↩