ComplaintsforRe-Bath of Cincinnati

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/19/22 a dep of $6847.85 was paid for a shower to replace the existing tub. Work scheduled to start on 5/14. 6/9 they showed up & removed the existing tub. They were supposed to return the next day to finish the job. When they didn't show up, we called. They ordered the wrong shower pan. This mistake left us w/o a working bath (that we use) for 15 days. 6/24 they sent 2 men to finish the job. They stayed in my home until 10pm b/c the installer "wanted to go boating w/his family & didn't want to come back." Upon leaving, shower head barely spit water, apparently it was installed incorrectly. Between 6/9 and 8/23 they were out 5 times to fix the leak. I had a mold remediation company come out & remove a section of the ceiling to dry it out & check for mold. $2750 which I paid, due to the fact I am allergic to mold. They also used a sharpie on caulk to fill a gap between the molding and wall. The foot steps is currently still loose. Molding isn't straight w/wall. Clips are missing that hold glass doors in place. Contractor was out to give me a price to replace my ceiling, he looked at their work & informed us the rubber reducer they used was not up to code. Emailed about this issue, no response for a week, until we said, don't bother responding we will be contacting the BBB. Our house has been in shambles b/c of this company for 3 mos. Our living room ceiling has been cut out w/exposed pipes for 3 mos. Their ads say "A new bathroom in days, not weeks". It's been 6 mos since we started this project. Our ceiling replacement starts 9/16 & will cost $2800. The entire ceiling also has to be repainted. I will be paying that out of pocket as well, so it's done correctly. Also, they only call - no emails, b/c there would be a paper trail. Not paying the bal. owed, as I've paid o.o.p for water remediation & to have my ceiling replaced/repainted. We also feel a full refund is fair, given the amount of our time they have wasted & the condition our home was left in.

  Business response

  09/20/2022

  We would like to take this opportunity to acknowledge that there was an issue with the pan installed that caused the water not to drain properly.  Unfortunately, the leak did cause damage to the ceiling.  We worked diligently to be as responsive as possible, as we did have to order a new shower pan to replace the original one that was.  It was discussed with the homeowner that ReBath would pay to have the repairs associated with the leak completed.

  We did acknowledge there was an issue.  We worked hard to resolve the issue in a timely manner.  We contacted insurance and they are working with us to handle the cost associated with taking care of the customer.  Subsequently, now that the work is completed, the homeowners are avoiding communication and final payment.

  We welcome the opportunity to work with the homeowners to resolve any work that needs to be completed to fix the repairs associated with the addressed situation.  

  If there is anything we can do to assist the upcoming transitions, our office number is ###-###-####.

  Customer response

  09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below:

  It was NOT agreed that ReBath would pay to have the repairs with the leak completed, as the company that performed the mold inspection and dry out had already been paid $2,750.00 out of our pocket before ReBath ever showed up for the water leaking into my living room.  I am also in the process of paying my contractors, who are not incompetent, to repair and repaint my ceiling, along with bringing ReBath's work up to code (2 separate contractors agreed that your reducer was not to code.)  Why would anyone agree to allow you to handle the repairs?  You can't install showers properly, and that is your actual job.

  The owner of business feels confident making statements like "avoiding final payment" because he responds to emails with phone calls.  No paper trail, I've been in business for over 18 years, there's really only one reason for this.  You have something to hide.  His statements regarding an agreement for ReBath to pay for repairs is a lie, period.  I have receipts showing that I've paid these expense out of pocket, which is why he's not being paid.  His insurance claim, is also his problem; he's wasted enough of my time over the past 6 months, and I definitely will not being paying him, and waiting for his insurance company to reimburse me.  That is an actual joke.

  Nothing was timely.  Your advertisements state "a bathroom in days, not weeks" It has been over 6 months. We have had bridal parties, and holiday celebrations with our ceiling hanging open due to your negligence.  Your shower still has multiple issues, however, a competent contractor will be making those repairs.  

  As previously stated, a refund of the original deposit $6,847.85 is expected for the damage to my home, and my families wasted time.  

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

  Business response

  10/10/2022

  We welcome the opportunity for discussion.  ReBath again, did acknowledge an issue.  ReBath communicated and worked to resolve the issue, primarily with the husband in this situation.  As a business, we understand their will be issues time to time.  As those situations arise, we have good people on staff to help mitigate and minimize those situations.  Our customers can feel assured that if an issue does arise, ReBath will stand behind the workmanship and quality of the installation as we did in this particular situation.  We do however, like any other business, require payment for the services rendered.  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original Contract signed/ordered on November 11, 2021. Installation started the first week of February, 2022. Still NOT completed! I was told that the installation would take 4 days. Apparently the original materials were discontinued in November 2021, but no one informed me of this. Measurements were taken incorrectly, and the remodel could not be completed. Work resumed over a month later, but the materials were not correct again. I was offered to choose a new design, which I did. It's over three months now and my bath is usable, but still not completed. I feel that due to the consistent inconveniences, I should receive a rebate on the initial contract that I originally signed. None of this was my fault. Painting is still on hold as well as installation of the wall cabinet, new door, trim and other details.

  Business response

  05/09/2022

  We appreciate Mrs ********* trusting ReBath with her bathroom remodel.  Due to the customers design changes made after the installation was started, we appreciate the patience needed to design and order new product.  We’re glad to hear that your happy with the new design and color of your shower that ReBath was able to accommodate for the installation.  It is important for ReBath to ensure that each and every customer receives the experience and installation that we demand from our employees.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called ReBath for an in-home consultation. I was told, in November, that I would have an upgraded shower installed. Come February, they start the process, but after 2 days I realize they're cutting corners and doing shoddy work. I went to see if they even had a building permit, which is required in the city in which I live and found out they didn't. The owner, Jason, said they don't get permits and that this is how they do their remodels. I've asked them not to come back as I now have plywood walls in my bathroom instead of green or cement board, which is better quality. I have pictures to show the extent of the lack of craftsmanship. At this point, I do not want anyone from ReBath in my home.

  Business response

  03/09/2022

  **** ******* was scheduled to be installed on February 16.  On the afternoon of February 16, **** ******* called in to express concern that ReBath was not fully adhering to the contract that was signed.  When reviewing the contract and other verifications that were completed at the time of sale and after the time of sale, ReBath was adhering to the signed agreement.  ReBath agreed to come out the following morning to discuss any and all concerns from *** *******.  At the time of arrival **** ******* was not present, but instead met with a friend of the customer.  ReBath reviewed the work completed thus far.  Drop cloths were down, the bathroom was in a professional workmanship like manner and there were no concerns from the ReBath installation specialist pertaining to the job that was to be completed.  Once the contract was reviewed, and other verification types were reviewed, the friend of the customer agreed and had no further questions.  Again the following morning, **** ******* called in to discuss issues that she felt were not proper.  At this time we sent out the Production Manager out to answer any questions and or concerns regarding the remodel.  Once we arrived, in the yard, the ReBath yard sign had been painted with profanity.  *** ******* would not come to the door to discuss any issues, and ReBath was unable to enter the premises.  The Production Manager requested to exit the premises due to his uncomfortableness of the situation.  ReBath has not had any discussions with *** ******* to date.  ReBath has also been unable to retrieve production tools from the bathroom of **** ******* home since that last morning.  The job was over 50% complete and was scheduled to complete on that final day.
  ReBath is a very experienced Bathroom Remodel Company and strives to take care of our customers in every possible way to give them a great remodel experience.  This customer unfortunately was unwilling to meet to discuss any issues, concerns or resolutions with the management team.  At this time, we welcome any dialog the consumer wishes to engage in.
  With Regards,
  ReBath Management Team

  Customer response

  03/09/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ******* *******
  My install (per my contact) was scheduled to be installed on January 24th and completed by February 4th. On the afternoon of February 16, I called in to express concern that ReBath installers weren't vaccinated and inside my home. My partner is immunocompromised and as such, I try to kept unvaccinated people out of my house. I went to the city's municipal building and found out that the city in which I live REQUIRES a building permit (especially for plumbing work), I asked if ReBath had procured one, which they hadn't. There was no "profanity" on any yard sign, as their work was not completed and I never gave permission for a yard sign to be erected in my yard. I also told them that I was uncomfortable with them not having a permit. There are no tools left in my residence, but there are extra damages done to my walls, as evidenced in the pictures I attached. I do not want ReBath to continue any work without proper documentation or at this time and I will NOT allow ANYONE into my residence without proper vaccination.

  Customer response

  03/10/2022

  Please see attached copy of contract. Thank you.

*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. ↩