ComplaintsforEasyBath, Inc.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were sold a tub to shower conversion including having the entire old shower walls ripped out and replaced. We were sold on this project as it was described to take a day and a half (it is our ONLY shower so this was important), the installers were to put drop cloths down and respect our home, all for a great price. A couple days after we signed, the owner reached out to have us moved up to the very next Monday with an 8 am arrival and they were to be done by Tuesday evening. Monday around 9:30 we get a call from the installer saying his kid has a doctors appt and will be coming by later to see what he’s working with. Never called and never came by Monday. Tuesday he showed up and was shocked that we had a tile shower. Before he even began, he tells us this project is going to take longer than expected since he wasn’t aware of our tub details. Wednesday he is to and from all day and says unfortunately he will have to come back again tomorrow and tells us “no sexy showers for you guys tonight” as it was Valentine’s Day… Thursday he shows up late once again and was here for 30 minutes before being gone for three hours to “run to the office”. Tells us he will have to come back again Friday to do more detail work. At this point it has been 4 days since my husband and I have showered. I called the owner to explain our dissatisfaction. The installer was late every single day, our 1 and 1/2 day project turned into 5 days, the installer was plugging exposed wires into my outlets which is a HUGE fire hazard, he did not rip out our tile, just put the new shower walls on top, was disrespectful to my home and damaged my belongings as our brand new vanity top is shredded from his tools, on Friday he left us a sanding block and instructed us on how to finish up the shower. The owner apologized and told us he would call us after the project was finished to talk compensation as he was baffled by the service we received. It has been an entire week and we haven’t heard a word.

  Business response

  03/02/2023

  We really had no idea the situation with their project was so dire. Spoke with customer Tuesday, apologized and we agreed on a partial refund. Mailed check on Wednesday.

  Customer response

  03/10/2023

  I accept the business's response to resolve this complaint.
  Regards,
  **** ******

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Easy bath Was hired in December to change a tub to a shower for my nonagenarian parents. The workmanship was shoddy. Parts are missing. The shower door does not seal properly tiles were cracked floor was not caulked, they have severed four separate electrical lines in order to make the one shower light work, and they have been playing games with me ever since about coming back and finishing the job, they do not return phone calls, and if this goes on much longer, we will be pursuing legal action. If there’s anything that the Better Business Bureau can do to remedy the situation, I would certainly appreciate it.

  Business response

  02/15/2023

  Our service tech repaired the door and the caulk We had to order a small part for the door that does not effect them being able to use it. We still have to address the electrcal issue. I will update you when complete.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a walk in tub, 05/2015 that is guaranteed for life. The spicket has a steady leak, and I talked to Mike G****** which is the owner, I called a couple of month's ago about this problem, and he said he would call me back, he has never called me back. I have called many times in the past couple of month's, very seldom will he answer the phone, when he decides to answer my call, it's always the same, I'll call you back and he never does. All I want is for him to send someone to fix my leak, and he has had plenty of time to respond to this. Thank-You:

  Business response

  09/14/2022

  I just spoke with her yesterday

  Not sure why she filed this complaint the same day

  I will update you when her service is complete

  Business response

  10/11/2022

  We are expecting her parts this week

  We will schedule her service as soon as we receive them

  Customer response

  10/12/2022

  I accept the business's response to resolve this complaint.
  
  I would appreciate it if you would keep this case open, just to make sure Mike sends someone out to fix my tub, when he get's the parts.

   Thank-You so much:

  Susan Scott  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company was hired to do a shower conversion of my main bathroom to start on July 7, 2022. My wife and I were told by Michael G****** that it would be a 2 - day job which turned into six days: July 7 - Work was supposed to start at 9am. Workers did not show so I sent a text to the owner inquiring about the time. I never received a response from him. They eventually showed up at 12:30pm. They tore out the tub and shower (about 25 minutes) and left for the day. July 8 - Friday's start time was 9am, they showed up at 10:30am and worked 2 hours. They took a 1-hour lunch and worked 1 hour when they returned. I was told they couldn't finish and would have to return Monday because his son had a baseball game on Saturday! I did not receive a call from the owner or his son about this situation. July 9 and 10 - No work, Full household with one shower July 11 - Arrived Monday at 915am. At 11am I am told parts are missing and would have to come back Tuesday. I had to leave work Tuesday to get this completed. When they so called finished up, my wife checked, and they had forgot to finish the grab bars! My wife had to call them back inside the bathroom! I sent a text to Mike G****** on July 11. He finally responded with the same COVID excuse that appears in other reviews submitted weeks ago. He didn't know what was going on?? I told him I expected to be compensated for missed work and inconvenience to my family. He stated of course compensation would occur and he would call us back. We have not heard from Mike or his son.

  Business response

  07/21/2022

  Mailed a partial refund to her the day before she filed this complaint

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov-21, EasyBath installed a shower. In Feb-22 we noticed that there were loose seams (caulk was not holding) at the bottom. (This is the 3rd different issue we have had.) EB sent out a technician to fix it and he said that adhesive had not been used between the shower walls and the flange on the base. He re-caulked the seams. After this was completed, I contacted Mike (owner) to ask them to come out and add the proper adhesive that should have been used in the first place. He said that this was possible, but he would not unless it failed again. I said we did not want to have to worry about when we notice this happening again and have water get between the wall and flange in the meantime. He said again he was not going to fix it unless it failed again. While I understand his point, he acknowledges that the installation was not done properly in the first place, and all he offers is to "fix" it again if it fails again. I have no way of knowing if this company will be in business throughout the life of this shower and given that in the multiple times I have had to contact him, it always has required an email and a follow up email to him a week or more later (to which he always says he has been out of town), I am not comfortable knowing that IF it fails again, even if we notice it immediately, it could be multiple weeks before someone comes to fix it, all the while, water is sitting between the wall and the flange. In addition, while the technician repairing it was here, he mentioned that the drain may have not been done right. I have asked Mike about that in at least 2 emails and have not received an explanation. When I spoke to Mike, he was condescending, laughed at me and said he was not going to discuss it further. He claims that re-caulking it (and not fixing the underlying failure to do it right the first time) is sufficient and is considered to be fixed. He said that I or no one could make him go back and add the adhesive. He can, but he won't.

  Business response

  03/29/2022

  Her concern is where the shower walls meet the shower base. When the sealant in that area fails, it can be due to many reasons. Expansion and contraction due to heat and cold, settling of the house or even the shower base, maintenance by the customer etc. Even perfect installations have been known to fail in this area. That is why we offer and follow thru with a warranty for our work. At this point, we have repaired that area and it is performing well. Repairing it again to her liking does not guarantee that it will not fail again anyway. Or, this repair may never fail. I explained that if it fails again, we will be more than happy to address the situation differently in the hopes that it will be a permanent fix. Either way, we will always fulfill the service as needed on her shower. As to her concern over the drain, we used a side outlet drain because she has a slab home. It also is working fine and its performance is covered under our warranty as well.

  Customer response

  03/29/2022

  1. We do not have a slab house. There is a crawlspace. In fact, when Mikey was installing, he dropped something down there. If the answer is that it needed to be installed from below, that is a different topic. The crawlspace was not particularly accessible, but it is not a slab. There is room for a proper drain under the base. Please clarify further.

  
  2. There are 2 items at play here. When I explained my understanding of these, you confirmed:
     a) The wall is supposed to be glued (with adhesive) to the flange. And THEN...
     b) The seam is supposed to be filled/connected/whatever it is called to the edge of the base with caulk.
  The first of these (letter a) was not done. This has nothing to do with "Expansion and contraction due to heat and cold, settling of the house or even the shower base, maintenance by the customer etc." You acknowledged that your installers just flat out left out a step and that while you had the ability to complete that step, you would not unless it failed again. I do not want to have to be on constant watch for it to fail again, allow water to get between the base and the shower wall, and then wait to have your team out here. While I understand that applying the adhesive that should have been applied in the first place does not guarantee that it will not separate (due to the reasons you stated), it sure seems like it puts us at a better starting place - one we expected and paid for.

  Ultimately, it is not acceptable to us to acknowledge that you did a job wrong/incompletely and have our only course of action to be to wait for an issue and then invoke the warranty - and assume your company will be around to handle it.

  All we are asking for is to have the job corrected so that it is done the way it was supposed to have be done, and that we paid for. That just doesn't seem like too much to ask.
  

   

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

  
  

  Business response

  04/01/2022

  I have attached a copy of our warranty and a photo of the side outlet drain we used for her shower

  We use the side outlet drains on slab homes, when access under the shower is difficult or we cannot move the tub trap due to some obstruction

  We have installed hundreds of these with no issues

  If you read the last line of the first paragraph of our warranty, caulking is not a warranty item.

  Caulking is considered a maintenance item.

  We do not use glue or adhesive to attach the wall panels

  We use silicone caulk to allow for expansion and contraction

  Glue or adhesive does not allow for this and can cause our panels to warp

  That said, I am more than willing to resolve this situation including up to and including replacing the wall panels but only if needed.

  This is my proposal:

  If the most recent repair fails, we can send the service tech to to inject silicone between the wall panels and the tile flange

  This process has been successful in the past

  If that fails, we would have no choice but to replace the panels

  We would just like the opportunity to allow that process to take place on an as needed basis.

  Customer response

  04/05/2022

  1. We WILL accept having the caulk at the seam of the wall and base redone for now, as it has come loose again as of 4/1/2022.

  2. We will NOT accept any of the plan laid out in the reply, or the possibility of a partial refund that was offered in a separate email YET. We are consulting with a lawyer on 4/19 to get guidance on how to resolve this with EasyBath in a way that allows us to continue to have the full warranty of the shower moving forward, or the money to make sure someone else can take care of it
  

  Also, I am concerned that the solutions offered involve return visits to replace caulk "if it fails" but then in another statement, EasyBath reminds that caulk is not a warrantied item. That does not inspire confidence in the solution offered if the plan is just to invoke the warranty. But to be clear, FAILED CAULK was not the problem here. It was a failure to use the right adhesive/caulk between the wall and the flange. (Please note that the most recent reply from EasyBath was the FIRST time
  in multiple phone, email and BBB communications that Mike has indicated
  that they do not use adhesive.)
  

  I will reply to any additional replied AFTER April 19th when we have received guidance from an attorney.
  

  Regards,

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

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