ComplaintsforBath Fitter

• Initial Complaint

  01/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Bathfitter on 9/24/2021 to have my master bath updated. The install was done on 11/30/2021. The installer put holes in the wall to place a shower rod but didn't ask if the placement was ok. When questioned, he blamed my dad for asking it to be put up. I asked him to place a call to his supervisor Brian P******. Mr. P****** addressed me with the wrong name then blamed me for calling him at home after hours for his mistake. He continued to be rude and blaming me for the holes because his staff was trying to help. Once the installer left, I noted that the whole shower was offset. The salesperson came the next day and measured and agreed to have the job redone. I requested an upgraded wall and was told no until I started having more issues with the shower head leaking. Different installers had to come out approximately 6 times over 1 1/2 weeks and could not provide an explanation. The supervisor was not longer dealing with me and turfed me to a finance person. The few times I emailed him or spoke to him on the phone, he was very rude and brushed off my issues. The salesperson was also rude and wouldn't deal with me after 5pm because she "was too tired". I requested my deposit back but was denied because they upgraded the wall and shower head even though it was their fault it wasn't done right. The install has been delayed several times and I am the one who constantly has to follow up and they make me feel like I'm bothering them but I haven't had a shower to use since 11/30/2021 other than a guest one. The overall customer service has been horrible and I don't feel valued as a customer while waiting months for a new shower. I haven't dealt with rude business people like this before and it's disheartening.

  Business response

  02/09/2022

  Ms. ********* *******
  **** ******** *** **
  Albuquerque, NM  87114
  Re: BBB Complaint 
   
   
  Hello Ms. *******, 
  It is unfortunate there were issues related to the installation your shower, and again, I apologize for any inconvenience these issues may have caused. 
  I will focus on the issues, and the steps Bath Fitter has taken to try to address those issues to your satisfaction. 
  • Holes created when customer owned shower rod was mounted
  • Offset Shower Pan
  • Leaking shower head
  Shower Rod Holes- Issue
  Bath Fitter installs fixtures such as shower rods, shelves and grab bars that are sold by Bath Fitter. Bath Fitter Installers are not authorized to install any fixtures that are provided by the customer. However, at your request and in the interest of customer satisfaction, our installer agreed to mount a shower rod, for you, that you owned. 
  I understand you weren’t happy with the location the Installer mounted the shower rod. You also said you did not realize that holes would need to be drilled into the acrylic shower wall to mount that shower rod for you, and you did not want holes in your new shower wall.
   Shower Rod Holes- Resolution
  To resolve this issue, Bath Fitter is replacing your shower wall with a new wall. The wall you had purchased was our most economical wall (flat wall – no pattern). You asked for Bath Fitter to upgrade you to a more expensive patterned wall, at no additional cost, as compensation for your inconvenience. 
  We agreed to honor this request to upgrade your wall, at no cost to you, to compensate for your inconvenience.
  Also, we explained that the upgraded wall you requested was going to need to be ordered from the factory and would take 6-8 weeks to arrive at our location. 
   
   Offset shower pan – Issue
  After the initial installation, there was a slight, but visible, offset to the shower pan. 
  Offset shower pan – Resolution
  Bath Fitter has agreed to correct this offset when we come out to replace your wall.
  Leaking shower head- Issue
  Each time we have sent installers to your home to investigate, we have had little luck replicating the issue. If the leak were obvious, it would be much easier to resolve, but as it appeared to be slight and/or intermittent, this created a challenge to diagnose for our Installer. In our attempts to correct the issue, we replaced the Moen cartridge, twice. We have tightened and adjusted everything and partnered with the local Moen supplier to determine what, if anything, could be causing the issue. The supplier was not able to provide any additional insight as to what could cause the issue you described. 
  Leaking shower head - Resolution
  Without being able to replicate the issue, and in the interest of resolving this concern, Bath Fitter is replacing ALL the shower components with new components from a different manufacturer. Since this requires the removal of the wall to remove the valve, this is being done at the same time we replace your wall. 
  Desired Outcome
  You state in your complaint that your desired outcome would be…
  • “Complete the project as promised as soon as possible with it installed properly and safely’
  O My understanding is that we have your re-install scheduled for 2/9
  O The re-install was set back by the time it took to order you the upgraded wall to satisfy your request for compensation for inconvenience. Bath Fitter is not charging for this upgrade to honor your request.
  • “The project should have quality items they promised that work properly and safely”
  O The products we install are high quality and are warrantied.
  • “Place the $1000 balance toward the final cost OR provide shower door at no additional cost”
  O Initially, we offered to give you your shower shelf for free ($241 + tax) for your inconvenience, which was declined.
  O Then we agreed to your request to upgrade your wall without charging you for the upgraded wall or the freight cost to ship it, which you accepted, and we ordered it believing it resolved your request for inconvenience compensation.
  O Then, following more requests for compensation for inconvenience, you were offered an additional $500 for inconvenience, which you accepted via reply email on 1/11/22.
  O You then filed your BBB complaint on 1/28 
   Desired Settlement - Response
  Ms. *******, Bath Fitter holds customer satisfaction in the highest regard. We value your business, and we appreciate having you as our customer.
  The shower we installed for you is functional and can be used without issue (as communicated in my email to you on 12/3), and yes it has some aesthetic issues that we are working to resolve for you now that your desired product is in. When the installation is complete with the new upgraded wall, I’m certain that you will be very happy. 
  I believe the compensation Bath Fitter has agreed to provide you by upgrading your wall at no cost is significant, appropriate, and what you agreed would satisfy your demand for convenience compensation at the time we ordered and paid for that product. 
  Nevertheless, Bath Fitter does hold customer satisfaction in the highest regard. That being the case, and as one final effort to satisfy your request for additional compensation for inconvenience, you were offered two additional options.
  • a one time and final credit in the amount of $500. This offer was contingent upon your acceptance and agreement that it would fully resolve your demand for additional compensation for inconvenience. 
  OR
  • A return of your $1000 deposit, release from your contract and return of installed fixtures if you should choose to move forward with a different company.
  Your return email on 1/11/22 indicated you would accept the $500 inconvenience credit and move forward with your Bath Fitter install. 
  I had hoped this final offer would adequately convey that we do value your business and that we want you to feel the time you spent waiting for your upgraded wall was worth the inconvenience. 
  At this point, we hope the steps we have taken to provide you an upgraded wall at no additional charge (including freight charges) along with the $500 cash credit we have provided to your account, will be accepted as resolution for any inconvenience (as you indicated your acceptance on our prior contacts), including the inconvenience of waiting for the manufacture and shipping time required to receive the upgraded wall you requested. 
  Thank you for your business,
   
  Brian P******
  Branch Leader
  Bath Fitter®
  

  
  

  Customer response

  02/11/2022

  Complaint: ********
  
  I am rejecting this response because: it is inaccurate. I did agree to the credit for the shelf because it didn’t fit initially and the installer wanted to “shove” it in place and told me I would not be able To place items on the top. The credit should have been applied because of the company and installers mistake and not as a favor for inconvenience because it was suppose to be custom and not forced to fit. The issues with the shower head are also inaccurate because the installers WERE able

  To replicate the leaking because they had to replace the cartridge twice AND noted a piece was installed wrong. I saw two different installers turn the water on and witness the leaking . The last visit before the new wall install, I was able to turn the guest shower on while the  installer was in the master bathroom and he witnessed the shower  head leak. With that, he agreed to remove it completely so that I would not have to listen to dripping while I waited a longer amount of time to get the product installed. I also sent pictures and videos of these occurrences and the branch manager turfed me off to someone else to discuss all this. The $500 “credit” and the “shipping of items” which were most likely included on shipment with other products is for items/faults of the company. While I accepted the final install, I also indicated that I was not satisfied with how I was rudely treated by certain staff and I also indicated that I was accepting as to avoid further delay in having to find a new company/installer. 

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

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/15/2022

   

  Ms *******'s Bath Fitter re-installation has taken place, and we believe all issues with the initial installation have been resolved, as outlined in our response to Ms. *******'s complaint. 

  
  Ms. *******'s shower pan has been adjusted, her wall has been upgraded at no additional cost to her, and her plumbing components have all been replaced with new components which will have resolved any issues with leaks. 

  
  With regard to compensating Ms. ******* for any inconvenience, Bath Fitter already agreed to Ms *******'s demand that we upgrade her to a higher end wall at no additional cost, as inconvenience compensation. Subsequent to that agreement, Bath Fitter also agreed to her additional demand for inconvenience credits by applying another $500 to Ms. *******'s account which she agreed to and documented that agreement through email. Considering the credits already agreed upon and applied, which are quite substantial, Bath Fitter is unable to provide any additional monetary credits for inconvenience.

  Thank You,

  Brian P******

  Bath Fitter

   

   

  Customer response

  02/18/2022

  Complaint: ********
  
  I am rejecting this response because:

  No demands were made; REQUESTS were kindly made for the deposit to be placed towards the final price. The upgrades were a reasonable offer considering the multiple mistakes made and unnecessary visits for faulty products. I am being told that delivery of these items was costly however regardless of the same wall versus an upgrade, shipping would have been the same cost and I do not feel that it should be included as the “extra cost” claimed by Mr P****** to be part of their “favor” to me as compensation for inconvenience.
  
  Regards,
  
  ********* *******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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