ComplaintsforBaths R Us

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our enclosure installed in 2022. The overall work was great and initially looked very good. We even did a commercial recommending BathR Us. But about 9 mos. after install the caulking starting discoloring and were told that wasjust the color shift after time. However, in the last year the caulk color has gotten worse to the point where it looks like it is yellowing. We used the cleaning materials requested and used them sparingly and wipe off the walls after each shower. When I called today, they told me the charge to recaulk would be a service charge of $250. I don't feel I should have to recaulk after 2 years because the caulk they used is yellowing

  

  Business response

  09/25/2024

  Thank you for reaching out! The customer was actually installed in September 2020 (please see attached contract). We offer a three – year workmanship warranty and a lifetime product warranty. Since this customer reached out past their workmanship warranty of three years, there is a service charge of $250.00 for us to service the project or we offered to send the customer free of charge the caulk which is covered under their lifetime warranty. We also explained to the customer, that often yellowing of caulk can be caused by excessive humidity in the air and offered to discuss if that was the reason and if so offer some solutions.
  
  We stand behind our warranties and remain willing to service the customer, but since the installation was completed (4) years ago there is a service fee. For those customers who which to not pay the service fee, we will send the product to the customer free of charge.
  
  Thank you!

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction 6/28/2024 Supposed Finish 9/3/2024 We contacted this company because I found mold growing in a corner between my vanity and shower. ***** *. came out and said "We will take care of that". We had already torn out the walls of the corner shower and the mold was evident on the drywall behind the shower. We were told that the construction would take place 4-6 weeks because it was a "rush job". The painters who were there painting can confirm as they overheard the coversation. After thinking it over _ I wanted my shower sooner - I called to cancel on Monday 7/28/2024. **** whoever he is - said sorry we've already ordered everything - this was three days after - have it on my phone for proof. *****, the salesperson, told us the mold would be taken care of and shower installed perfectly, the crew would clean up and the bathroom would be done. TEN weeks later 2 very young men show up. Worked tearing out the rest of the shower & drywall. Reported no mold on studs. Mind you, we had to purchase our new vanity, sink and faucet which ***** said they would install. They finished the first day at 3:30 and said we will be here tomorrow at 8:30 . They rolled in around 10:00! When they "finished" they wanted me to sign stating everything was done correctly. I put an addendum that I wouldn't know until i used the shower. - The shower is off 3 inches from the center, there was a pile of drywall dust left and THE ORIGINAL MOLD SPOT IS STILL THERE! I called ** *. and told him and he stated- this is out of our realm we are not responsible'! THAT WAS THE WHOLE REASON WE HAD THIS DONE. Now I have a $12k+ glass box and mold in the original space 10 weeks without and shower and the one I have is jacked up! THIS IS THE WORST COMPANY EVER!

  

  Business response

  09/23/2024

  Thank your reaching out!
  
  The customer hired us to replace her shower and also install a vanity that they purchased (see attached). As per terms the customer had the right to cancel within 3 days of recession. If the customer wished to cancel during that time, by law they are allowed to cancel (see attached signed right to recession form). The customer did ask us to rush the project in which we did. Per our timelines we are 12-14 weeks and we installed it within 10 weeks. See attached signed timline form detailing the installation timeline. 
  
  We installed the project per the contract. We addressed and sprayed for the mold in their shower area. We also installed the customer supplied vanity. Per the contract we were not contracted to remove and replace any drywall outside of the shower area. The area the customer is referring to is on the drywall outside of the shower area (see attached photo).  We have contracts in place to protect both the homeowner and the contractor. The contract details exactly what work will be performed and in this situation, we were not contracted to complete any drywall work outside of the shower area, 

  Customer response

  09/23/2024

   I am rejecting this response because:  THE WHOLE REASON WE GOT THE SHOWER WAS BECAUSE OF THE MOLD SPOT!  What is your excuse for the shower head being 3 inches off and the mess left under the toilet!!!!  And the LIES!  I told you when I called to cancel we were AT THE HOSPITAL WITH MY FATHER IN LAW WHO HAD A STROKE THE DAY AFTER WE SIGNED!  LIES! LIES! LIES!
  
  
  

  

  Business response

  09/23/2024

  We were never contracted to address any mold concerns outside of the shower area. We were contracted to replace the shower and install a customer provided vanity. There is no mention of mold on the contract and there is no mention of removing and replacing drywall in any areas outside of the shower area. We have contracts in place to protect both the homeowner and the contractor and we installed the job per the contract. We can assure there are no lies and all we can go on are the facts which is provided on the contract.
  
  As far as the shower head being off 3” we installed the shower head in the same location as it was located before. Please see before and after photos.
  
  We try our best to clean-up after the installation, but it is a jobsite and there can be some dust residue after installation.

  Customer response

  09/24/2024

  [[BBB transcription via email; see attachment for complete details]]

   

  First, YOUR COMPANY sent one of your techs/employees to sprayFOR MOLD!

   

  Second, why would a "professional " company install a vanity KNOWING there was mold on that wall?!

   

  Third a "professional " company would NOT install a shower head 3 inches off and leave it! 

   

  Fourth we had painters here who heard the conversation of taking care of the mold and the 4-6 weeks timeline!

   

  Your salesman ***** blatantly lied to us and you are backing him up!

   

  You have skirted around every issue I have posted. 

   

  This is the WORST AND MOST UNPROFESSIONAL COMPANY EVER!

  
  

  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Bath R Us come out and do our shower in 2022. Things seemed all right, but about 6 months or so later, the shower base started to squeak. I contacted the company and it's been a never-ending back and forth of them telling us they'll do one thing, the guys coming out and trying to do something else (or nothing at all). This has been going on for two years now and still hasn't been resolved. At first they thought they could fix the squeaking by injecting foam into the base. They tried this two times from two different angles, opening the drywall to do so. They wanted to take apart part of the ceiling undernearth the bathroom, even though the previous two times had no effect, so I told them no. After several months back and forth and a partial base removal with more foam sprayed underneath the base, I was increasingly fed up and so I called the coordinator Sydney. I told her either the shower needs to be replaced or there should be a refund. She told me that they could replace the base without affecting the shower. I was skeptical of this and even wrote to ask "Can a new base be installed without reinstalling everything else with it" to which I received the reply of "Yes!" The guy doing the actual labor, ******, comes over and tells me this solution is impossible. Not only that, he tells me he can't make the base squeak. He tells me he wrote this in his notes, so I lead him in to the bathroom, and demonstrate that the base still squeaks. He still wrote up that the base squeaks and that I was apparently "jumping on it" to even make it squeak. He suggested I contact **** on Tuesday, which I did. **** returned my call and tells me there hasn't been any discussion of replacing the shower. It's very frustrating to have to coordinate communication between three people who work at the same company as the customer. Sydney tells me the base can be replaced, ****** tells me it can't, **** doesn't seem to know what anyone is telling me.

  

  Business response

  09/09/2024

  Thank you for reaching out! The customer was installed back in 6/10/2022.  In May 2023 the customer called in and stated that his shower was squeaking. We contact the manufacturer of the shower base and they informed us to add additional spray foam to the underneath of the base. We went out to service the customer and added additional spray foam. At that time, the customer stated the squeaking had stopped.  March 2024 we then heard from the customer that it was squeaking again. We went out and put additional spray foam underneath the base in accordance with the manufacture recommendation. A few months later the customer called back in and we sent out service technician again. The service technician stated that the base was not squeaking and did not need to be replaced. We offered to send our Production Manager out to assess the situation to determine if it needs to be replaced, but the customer declined unless we were to give him a full refund.
  
  We remain willing to send our Production Manager out  to review the concerns with the customer.

  Customer response

  09/09/2024

   I am rejecting this response because:
  
  Just got off the phone with **** from Bath R Us who said they wouldn’t do the repair work unless I removed my 1 star Google review. I told him I wouldn’t do that before they do the work, so I rejected this conditional offer.

   I don’t have confidence they’d be able to correctly install a new shower anyway.

   

  

  Business response

  09/09/2024

  We remain willing to come out and review the project as mentioned in the previous response. Our service techincan could not hear any squeaking when he was out there for the previous service. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If I can rate this company a 0 stars I would. I recently got a new shower/bath remodel in June. It was absolutely AWFUL. Where do I even begin?? -installer drove through neighbors yard -left sharpie on the walls -plaster on ceiling is missing, just exposed drywall from tear out -missing caulk beads -corners not sealed/gaps -scratch in wall from pocket knife. When I asked the installer told me that it was due to him opening the plastic -left open drywall where access panel would be -left trash bag(s) in hallway from demo/clean up and never took it out I contacted the company about my concerns, they came out next day to “inspect” the installation. ****, the production manager stated how sorry he was and this is unacceptable if Bath R Us and offered to redo the bathroom. 5 weeks later my materials came in on a Tuesday, I was emailed on Thursday that my materials were in. I contacted the company again about my concerns. **** contacted me leaving a voicemail stating “we will talk about compensation after the second remodel” when reaching back out, informed him of my frustration and unprofessional of the company he kept stating “I’ll see what I can do for a compensation” New installer came back out fixed the walls, now I have no water pressure. This is now 10 WEEKS of a small shower remodel, that was supposed to be 2 days. It is not worth $11,500.

  

  Business response

  08/07/2024

  Thank you for reaching out! While there were some hiccups in the initial installation, we sent another team member out to correct and address of the concerns Ms. ****** had. We finished her installation on Friday and received a call on Sunday about her water pressure. We had an installation team member out the very next day and got that quickly resolved for her. While we wish every project goes smoothly unfortunately hiccups can occur on a job site and we work to quickly remedy the concerns. In addition, we offered to make the customers first payment to the finance company since there was a delay in her original installation. At this time her project is completed and her concerns with the orginal installation have been addressed.

  Customer response

  08/07/2024

   I am rejecting this response because of several different factors. I understand we are human and do make “hiccups” unfortunately, I ran into 3 different “hiccups” along the way and still unpleased with the experience. I have been beyond patient with Bath R Us. I decided to contact BBB due to Bath R Us not holding up to the contract, professionalism and standards.
  According to the contract, the installment should take 1-2 days to complete. This had been an ongoing process Since June 6th to August 5th and still not satisfied with my experience.
  Our first installation began on Thursday June 6th to the June 17th . The first installer reported “I will fix my mistakes but will be back in a few days” June 8th installer called to let me know his boss will be coming out this week to check the progress. I did not hear from anyone for several days. I agreed to the installer to return trusting him to fix to my standards. Unfortunately, I did not hear from the installer again, that is when I contacted Bath R Us.
  On June 24th I contacted Bath R Us to discuss my concerns. **** came out the next day June 25th, check the installment. **** reported “I am speechless and this is not Bath R US and we will get it fixed we want you to love your shower” “we will have the payments frozen until this is complete to your standards.”
  July 25th I received an email from **** “All the materials showed up Tuesday we will be there next week” I contacted the company to discuss installment dates, scheduled for August 1st and 2nd. I requested for **** to contact me to discuss compensation and payments still not being stopped until installment is completed. **** reported that “payments are out of my control” It is frustrating when you are told payments will be stopped until it is completed and payments came out of my bank account. I did receive the first payment via mail as a check.
  **** returned my call 4 days later, July 29th, **** left me a voicemail stating “we will talk about compensation when this is completed on Friday.” I did not hear from anyone at all on Friday or Saturday to check in after the installment.  
  The 2nd installment included redoing the plumbing and fixing the walls. The installer informed me to not use the shower for at least 24 hours. I agreed, Saturday evening when attempting to take a shower, I had no water pressure. Sunday morning, I contacted Bath R Us via phone and email of my concerns of no water pressure. **** retuned my call and stated “the filter is probably clogged even though the installer checked it before he left”
  Monday August 5th, I contacted BBB to address my concerns.
  August 5th, I received an email stating “I have an installer and can have him out around 5pm today please let me know and we will go from there” I contacted Bath R US to let them know I received the email and agreed for an installer to fix the water pressure. Installer replaced the shower head. During the replacement, installer dropped the shower head and/or something else, on the handle leaving a dent/scratch. Installer reported the accident and that he “covered it up with some paint” and not to use the shower for at least six hours. From Thursday to Monday at midnight, unable to use the shower to the extent we wanted, due to lack of water pressure and dry time.
  Monday evening I emailed Bath R Us to address another concern of mine. **** replied with the email saying they will get it “resolved”. I offered **** to contact me that evening due to my frustration and 3 “hiccups” being unacceptable. I was on the phone with **** for 28 minutes repeating myself, and **** telling me mistakes happen “you just got the short end of the stick unfortunately 3 times” and stating how sorry he is. **** reported “we are not going to discuss compensation anymore because of contacting BBB and doing a negative ****** review and leaving a bad taste in Bath R Us mouth and mine for putting my name out there” According to the contract I signed in April, I was to leave a ****** review. **** reported “I lied” in the ****** review, if reviewing my ****** review on Monday August 5th, I also included photos to go along with my review of the company.
  

  

  Business response

  08/08/2024

  As mentioned, we sent a team out to addrees the customer installation concerns and completed those items (see attached signed service form). In addition, because their was a delay in the completion of the project we paid to the customers first payment to the financing company. 

  Customer response

  08/13/2024

  I am rejecting the business response because Bath R Us is only addressing the concern of the water pressure and not the first installment as well as the entire process. According to Bath R US website home pageTop ****** Bathroom Remodeling - ***** ******** (************) Bath R US did not meet their standards. Below are quotes from the Bath R US websites that got our attention to decide on this bathroom remodeling company out of all the ones in the ****** area.
  “At Bath R Us, we understand that at first we are nothing more than strangers in your home. During our hiring process, we make sure we hire only people that are experienced and that we would trust to do work in our own home.”
  “Since we hire experienced bath experts, we get the job done right the first time. We know you don’t want crew after crew coming into your home because of mistakes.”
  “Trustworthy: our crew of bathroom remodeling professionals delivers precisely what we say we will
  “Dependable: We complete your bathroom remodeling project early and for the established budget or less
  “Highly experienced: All things considered, you can count on us to do your bathroom remodeling project in a timely and professional manner. Our team of experienced bathroom remodelers will put a smile on your face”
  Maximum integrity: we are 100% committed to offering you bathroom remodeling services that match your goals, at the most competitive price possible
  Bath R US did not pay the first payment to financing company. The payment came out of my bank account. When we addressed the concerns to the project manager, **** because the second installment was not yet started. **** stated “I will reach out to our financial department I do not handle any of that” we reminded **** that in June, he told me that payments will not began until I am satisfied with the installment. When we called Bath R Us to follow up, we did not receive a response from anyone at Bath R US. We did receive a check of the first payment via mail.
  Bath R US “paying” first payment of the delay of 10 week project is unacceptable with the amount of “hiccups” during this process. That is $7 a week. This is highly inconvenient when our home only has one shower. Having to drive to my parent’s house 30 minutes away to shower due to our shower being unusable for approximately 3 weeks of this 10 week process.
  Friday August 2nd, the installer stated that the project manager would call me to “check in” about the installment. We never heard from him until Sunday August 4th when addressing the water pressure concern. ****, kept apologizing for these (three) “hiccups” but sorry does not change all of the inconveniences we have been through. We are “content” with where we have finally gotten to in the shower, but we are not content at all with the elongated process in which we have been through in order to get there. A one and a half day project reached 10 weeks, which we feel is unacceptable. We decided to be “content” with how the shower look due to the three “hiccups” we no longer want Bath R Us to “fix” the “hiccups.”
  In closing, What we feel would be fair compensation for all of the trouble and time wasted is minimum of 25% of the $11,848.57 which equates to $2,962.14. The salesman who came out in April informed us that the $11,500 includes interest rates. Looking at the contract we have signed, the amount posted was $11,500.00 and the amount financed was $11,848.57. 
  
  
  

  

  Business response

  08/14/2024

  As previously mentioned, we have the completed the project per the contract. We stand by our warranty and have addressed and fixed the service concerns that the customer has allowed us to.  At this time, the customer appears to be looking for additional compensation as the service concerns have been addressed. We offered and did make the customers first finance payment as compensation. We will continue to stand by the warranty and should the customer have a service that is within the scope of their warranty we will certainly service them.

  Customer response

  08/15/2024

  I am rejecting this response because as previously mentioned several times, I was told “after your installment is complete we will take about compensations.” Paying for the first payment was only done due to the installment was NOT complete. Telling a paying customer that you “will be here for the second installment” “I feel awful this is not Bath R US” “I will do everything to make you love your shower” The project manager not showing up before, during or after the installation. Three hiccups from a company is still unacceptable. Bath R US can send me a new handle for the scratch but I will not allow them in my home due to the “hiccups” that have cause a large amount of stress and inconvenience. 
  As the previous response from Bath R US not addressing the contract amount we signed. I would appreciate if someone from Bath R US be in contact with due to the financial company telling me that Bath R US needs to be involved with the price difference on the contract and on their ends. 
  
  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Bath R Us to replace a tub and shower to a walk-in shower. We agreed on a price of $9800, the job was scheduled for May 9th and 10th. The crew that came out broke my toilet and damaged tile on the floor, the toilet was replaced. When I contacted the company I was first contacted by a Ms. ******** via email who asked me to send pictures of the damage. I sent pictures of the damage and a Mr. ****** responded by email and stated that they were not responsible for the tile damage and that I signed a document stating so. Mr. ****** also responded with a picture of an area stating that the damage was already there. I responded by email stating that the picture that he sent did not explain all of the damage. I quickly realized that the company had no intention of dealing with me in a fair manner and I decided to take next steps.

  

  Business response

  05/28/2024

  [[BBB transcription via email, see attachments]]

   

  Thank you for reaching out! Mr.  ***** is accurate when he states that his toilet was damaged during the installation, we notified him when it occurred and quickly rectified it by replacing it with a brand new toilet at no additional cost.

   

  After the installation was completed, Mr. ***** contacted us about cracked tiles that occurred in two areas.

   

  • Area (1) –  The customer is stating that we cracked the tile near the toilet. Per the before photo taken by the design consultant in March the crack was already there (see attached).

   

  • Area (2) – The customer is stating that there is a crack in the tile by the shower. He is correct that there is a crack in the tile near the shower (see photo), however, we inform all customers that there is a possibly of this occurring as we are disturbing the tile around it. The tile may be fragile and crack. Please see attached the signed acknowledgement that we provided Mr. ***** during the sales process.

   

   

   

  While we wish every installation had no hiccups, they can occur on any construction site. We try our best to set the proper expectations with our customers and if an issue arises, like the toilet situation, we try to address it as quickly as possible. The tile next to shower unfortunately is something that can occur due the disturbance of the existing tile and unfortunately cannot be prevented and that is why we have an acknowledgement in place to inform the customer that this could occur.

   

   

   

   

   

  Thank you,

  Customer response

  05/28/2024

   I am rejecting this response because: I am not satisfied with the Bath R Us response, to say it is unavoidable to damage tile on the bathroom floor when the whole bathroom floor is tile should have been made very clear to me. I had intended to have a second shower replaced by this company as well as some windows as I know they have a window replacement division as well. However if the short sited response to my complaint is indicative of the company's complaint resolution I will take my business elsewhere report my experience on every platform that accepts reviews of companies like this. If I am to accept the explanation provided, the entire bathroom floor is tiled and if it was damaged I would not have a way to be made whole. In other words I have a new shower and a damaged floor that now need to be replaced, and the response from the company that damaged the floor is "oh well you signed up for that". 
  
  
  

  

  Business response

  05/30/2024

  As previously mentioned, we have before photos that show that there was damage to the floor prior to our installation. In addition, the damage next to the shower (as shown in the photo) is something we discuss and have customers signed off on prior to installation that this can occur due to the disturbance of the tile near it.
  
  We’d be more than happy to discuss what it would cost for us to replace the customers floor with new flooring that we offer, but unfortunately tile can be damaged during the installation process.

  Customer response

  06/03/2024

   I am rejecting this response because: I assure you that the sales man never discussed that your company would not be responsible for any ancillary damage that is why you immediately referred to the document, I would not have needed you to provide the documents if I was aware, and for you to offer to sell me flooring is quite frankly insulting and shows that you have no intention of saving me as a customer even after I informed you that I have another shower and windows planned. 
  
  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2021 we had Bath R Us install a bath to shower conversion. In March 2024 a pipe in the bathroom burst. In order to repair it, the ceiling in the dining room had to be opened. It was then that we found out that the installer had cut into the joists and, by doing that, weakened our house. He had also went from a 2 inch pipe to a one and a half inch pipe. We had to have a plumber fix the problems which cost $5000.00. We found out bath r us never pulled a permit and therefore never had it inspected which meant our shower that we paid our money for was illegal. We were told by the plumbers that the shower was dangerous because of the lack of support. I spoke to **** ******, a senior manager, he told me they always cut into joists and seldom pull permits. We had the work inspected, the inspector told up the shower wouldn’t have passed an inspection and that he see houses ruined by contractors like our house every day. We also have to install a dropped ceiling because of the shower repairs which will cost us even more money. Mr ****** offer us $250.00. We already paid $10,000.00 plus $5,000.00 and we have to replace the ceiling which will add to the costs.

  

  Business response

  05/20/2024

  Thank you for reaching out! This complaint is grossly misleading and in accurate.
  
  
  The customer had a clogged/busted pipe that had nothing to do with Bath R Us ‘s install and did not occur near the p-trap where Bath R Us completed their work. The leak was not a result of the Bath R Us install. Bath R Us installed their shower in 2/22/2022 and the leaked occurred around April of 2024.
  
  The customer had Mr. ****** out to replace the broken pipes (see photo for reference) and they wanted to replace the p-trap as well. We happily agreed to cover the p-trap cost which should be approximately $250.00. The customer is now claiming we caused the leak and that it cost them $5,0000.00 to replace. This is grossly in accurate as we do not touch any plumbing past the p-trap. The leak occurred in their existing plumbing pipes. We ask the customer to provide us an invoice for just the p-trap replacement and have yet to receive it. All we have received is their invoice for $5,000.00 which was the cost to replace their existing plumbing.  In addition, per the contract, the customer is responsible for the permit (see attached section 9 of agreement).

  We remain willing to cover the cost of the new p-trap, but are not responsible for the customers leak in their existing plumbing and the cost to repair it.

  Customer response

  05/24/2024

   I am rejecting this response because while it is  true that we had a pipe burst, when they opened the ceiling, they found the joist that had been cut into and the problems with the drain. The problem with the joist and the drain cost more than 250.00 to repair because the plumbers worked for at least two days on the repair, the hourly rate for the plumbers would have been more than that. **** ****** is well aware that Mr ****** will not provide an itemized receipt. He is also well aware that I have requested one several times and he has also requested one and they have not provided it. A licensed contractor has to pull a permit, the customer is not responsible for that and no one ever said it was our responsibility. The contractor went from a 2 inch pipe to a one and a half inch pipe which should not have been done. We had no idea that their contractor had done any of this until the ceiling was opened and it was revealed. Mr. ****** asked for an estimate for the ceiling repair so that we could be compensated, he saw what needed to be done and I know he didn’t think it was going to cost 250.00 because the ceiling has to be lowered to accommodate the extra plumbing. The bottom line is that we paid to have a shower properly installed and it was not. I am not grossly exaggerating anything, my house is damaged  and I have to live with the damage. And what about the no regrets promise? I definitely regret this shower.
  
  
  

  

  Business response

  05/30/2024

  Thank you for the follow-up! As previously mentioned, we did not cause the leak that occurred in the customers home. They had a pipe burst 2 years after we completed the installation. As also mentioned, we are still willing to reimburse the customer for the cost of the repair to the joist and the p-trap. The customer, however, has not provided us the invoice for that repair. They have only provided us with the repair to have all of the their plumbing replaced and that was not anything that we damaged and/or worked on.
  
  We will be more than happy to reimburse once the customer provides us the repair cost for the joist and p-trap.
  

  Customer response

  06/03/2024

   I am rejecting this response because: there was more to the repairs than the business stated. One of the reasons for the back up and burst was the installer shot a nail thru the small pipe that he installed- going from a 2 inch pipe to a one and a half inch pipe. Also when a business damages someone’s property do they not have to pay for the damages and not just the cost of damages. That fact that this company did not get the proper permit and the shower was not inspected as required by law is another concern. And the ptrap that they keep mentioning- which I guess the plumbers installed, was not installed by the company and that ptrap MUST be installed. It’s code. So we have all these things that were code that weren’t followed. No, I don’t accept cost for all of these things that I paid for but didn’t get. And since they keep talking about how much time passed, the problems were hidden by the ceiling and it wasn’t until the ceiling had to be removed that the problems came to light. All of those things should have been done. They were required by law.
  
  
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a new shower installation from Bath R Us on March 3, 2023 (see copy of Estimate from **** ******, salesman for the company). Ordered for the main purpose of making easier shower experience for 98 year old mother. We needed more room, and a base with a height of 3-1/2" x 2" lip, with a smooth, easy-clean floor, a standard round drain, seamless connections where walls and base meet, new safety bars, shower head, faucet, shower hose, and curtain rod. The salesman ensured that we would get all of the above, and signed off for the installation. The total cost was $9750. There was no current shower in the bathroom because a previous company had taken it out and was going to install materials that I did not order, so I had to cancel with them. Bath R Us did not have to incur the time or effort to remove my old shower, but I explained in great detail that I had to have the materials, as ordered. They agreed and asked for a deposit of half the cost, which I paid. Installation was set for April 3-5. The installer was rude and did not review the materials with me that he brought. When finished, I told him he had installed the wrong base and drain from what I ordered, the same bait and switch as the previous vendor. He didn't care and left my home. We got a rectangular drain with a movable plate and a floor base with the wrong height and lip width (I got 2-3/4" x 4-1/2" lip, with only 1-3/4" height on the inside of the shower.) We constantly get water on the floor outside the shower. Shower bar is crooked and too high. Floor texture is rigid, hard to clean. Standing water in the shower and under the plate. Bad caulking. The company made a few adjustments, but just bandaids, There are safety and health issues that they left us, and it looks unsightly. Not what we paid for. Been in touch with managers for several months. Please see the letter I addressed to Sales, Installation and Owner, along with photos. They will not honor their Warranty.

  

  Business response

  11/13/2023

  Thank you for reaching out and bringing this to our attention. We have spoken multiple times with Ms. ***** about her concerns. This is a gross mischaracterization and can assure you that no bait and switch occurred as she claims. She is not only claiming this type of action from our organization, but also from the previous company she hired prior to us.
  
  Per her contract (attached), she ordered a specialty base from our secondary supplier Trumbull. This is the base that was ordered and installed (please see order acknowledgement from supplier attached). After installation, the customer claimed it was the incorrect base and she did not the square drain in the base. We assured that is was correct, but did schedule a service to review the base with her. Our Production Managers went to Ms. ***** home and evaluated the shower base and confirmed it was the correct base and that is was installed correctly. The customer informed our Production Managers that she was not happy that you had to lift the shower drain cover to clean it.  We informed Ms. ***** that we would re -caulk around the shower, but if she would like a different base, we would be happy to accommodate her, but there would be an additional charge for a new base.
  
  We pride ourselves on providing excellent customer service and are disheartened to hear such a claim.

  Customer response

  11/28/2023

  [BBB transcription via email, see attachment]

   

  It appears that BathRUs is not willing to take responsibility for the errors that they have made in ordering the wrong shower base for us, nor for the eights months of inconvenience they have caused us through several phone calls, in person visits, and hardships in having to deal with a shower that has numerous problems, caused by their errors.  I think it’s shameful that they are trying to take advantage of two single women who are seniors.  I can’t imagine them pulling this on a male customer.  We have dealt with BathRUs in good faith and spelled out specifically what we need for our shower installation, for a large sum of money - $9750.  We discussed for three hours and ordered what we wanted through their salesman, **** ******, and I find it interesting/deceitful that he has not been included in any of the many conversations about why I got a different product from what I actually ordered from him.  I have only been allowed to speak with the Installation Manager and Sales Manager.  One of Mr. ******’s big selling points is that this company gave a 30-year warranty on their product and service, which they are not upholding. 
  
  Per my initial Complaint filing, I spelled out to the company exactly what we expected/ordered for our new shower.  In their reply, they are stating that I ordered a “specialty base and drain”, which I did not.  They did.
  I have no knowledge of brand names/suppliers – I only know what I told them we needed for my mom and for the order, and **** ****** said that his company could supply it for us.  They also did not show me the change of product they were installing from what I initially ordered before they installed the wrong one.  I had no idea that they would change the base with different height and width measurements, a different hard-to-clean floor texture, different from the walls of the shower, or a different drain system.  It was supposed to be a round, standard drain.  Instead they supplied me with a rectangular plate that moved, dangerous for an elderly person, which retained water under the plate, causing mildew, and required constant cleaning beneath it.
  
  Obviously, this is not a reputable company to deal with because other than the above main problems, they left us with other issues after installation.  We had constant standing water after every shower that did not drain out of the base; uneven/unsightly caulk lines; loose safety bar hardware; a missing hose; a shower bar installed too high; and water constantly going on the floor because of the height of the shower rod and the lip of the base that was lower on the inside and outside of the shower from what we ordered.  We also had a belligerent installer that did not want us looking at his work while he was installing the shower.  At one point I had to have words with him because he was about to set up our shower to include shower doors – which I told him we did not order.  He had the wrong information in his notes, as he had the wrong base. After installation, he left immediately with an attitude, not even taking the time to show me how to use the new shower hardware and nozzles.  His young assistant had to clean up and apologized for the actions of this so-called professional installer.
  
  This shower was ordered in March, with installation dates of April 4-7.  I immediately called the company when I saw that they had put in the wrong base, etc.  I placed calls on all these dates over the past 8 months to try to get them to fix everything that was wrong:
  April 10 and 17; May 9; July 28; August 4, 8, 17, 18, and 28; September 26; October 9, 12, 23, and 27.
  (Photos have already been submitted of the disturbing problems that they have left with us).
  They delayed coming out several times.
  
  During the last 8 months, they came out just a few times, and put on these band aid/ non fixes:
  
  1) Re-caulked the inside of the shower base to stop the water build up, but it is not professional looking;
  They also left caulk in the corner going up the wall 6” and resin on the base;
  2) To sell us on the movable drain cover, they put in another more stationery one but water and mildew collect beneath it;
  3) Added a rubber strip with glue to make up for their error in the height of the shower ledge, but it is coming off and has mildew under it.  Water still collects on the ledge and gets all over the floor. It looks disgusting.
  4) Moved the shower rod down but it’s now crooked because no level was used upon installation;
  5) Did tighten loose end pieces on one of the safety bars but this bar is clearly older than the other new one installed;
  6) The new hose I was missing was delivered.
  
  Pictures have been included in my complaint of these disturbing items, including the base, which causes water to get all over our floor constantly.
  
  I spoke to the owner of BathRUs in October to try to resolve the error in the base and told him that I had seen the base I wanted if he didn’t have the one I initially ordered.  He asked me, on my time, to go to take a picture of it and send it to him, which I did.  He still rejected the fix. I still have all the other issues above.
  
  It appears that after BathRUs took my order, they couldn’t get what we needed, so they put in an order for what they could, not getting my permission for any changes.  Why they would say that I rejected what I ordered is beyond me.  This has been a really long year having to deal with these issues, and they should be ashamed not to want to make good on an order for a customer, especially with the large cost.  Instead, they are asking for more money to fix their mistake.
  
  I would expect more from a reputable company.
  

  
  

  
  

  
  

  

  Business response

  11/28/2023

  As mentioned in our previous response, we never switched this customers product. This is a gross mischaracterization and can assure you this type of behavior never occurred. In the previous response, we included both the contract and the order form from the manufacturer showing that we ordered per the contract.
  
  We remaining willing to re -caulk around the shower, but if she would like a different base, we would be happy to accommodate her, but there would be an additional charge for a new base as  there was no mistake and we ordered per contract.
  

  Customer response

  12/07/2023

  [BBB transcription via email]

   

  ****, per our previous conversations, I am still waiting on the fixes on my shower installation from April of this year.  The very least you need to take care of is the uneven caulking, rubber strip that was put on by your installer that has been coming off for months, straightening out of the shower bar, and taking out a moveable plated drain, put in without my permission.  Your company also needs to come up with the base I ordered and didn't get.  You can see for yourself that the height and width alone on the front (lip) and inside of the base I got doesn't match what is on my order.
  
  Please note that a copy of this email is going to the BBB, and I plan to file with the Ohio Attorney General's Office, as well, for your salesman taking an order from me on something you didn't deliver, and are refusing to do. Again, you need to deliver my correct order or refund my money on the shower so that I can get what I ordered and need.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed contract on 3/6/23 Installation was on 5/4/23. Salesman did not include all the information on contact that was on my original estimate. They agreed to install the missing grab bars and finish the edge along the unit as promised on the estimate because it was the salesman's fault for not including it on the contract. They also did something to the electric plug in my bathroom, it no longer works. They will not come back and fix it. They will not respond to my phone calls or texts. They also stained the carpet in my bedroom and have not offered to do anything about it. Also on the day of the installation, they broke the master valve in my condo building and I had to pay a plumber 500.00 to get it fixed. They did NOT offer to reimburse me for that either. The installer tightened it and broke the gate inside according to the plumber who fixed it.

  

  Business response

  07/11/2023

  
  Thank you for reaching out! We have spoken with this homeowner multiple times. Our production team only orders and installs what is listed on the signed contract. This protects both the homeowner and the company. We can only reference the signed contract when completing our installations. This is the first we are hearing of a stain on her carpet as this was never mentioned and not included on the signed completion form (see attached).
  
  
  During the installation, the installer advised the homeowner the shut off valve needed to be turned off. The homeowner agreed. The valve was corroded (at no fault of Bath R Us) and needed to be replaced. This is outside of scope of services and the homeowner needed to bring in a plumber for replacement. Per our contract on line 7 of the terms and conditions “ Because the existing plumbing may be old, corroded, or in need of repair or replacement, Contractor is not liable for any damage to plumbing below or behind the tub, including shut-off valves and drain shoes”.  We strive to provide upfront communication with our homeowners and wish that we never ran into situations where plumbing is corroded and needs replaced, however, this unfortunately is something that can occur that no one is aware at the time of estimate.  In addition, per the signed acknowledgement (see attached) we are not responsible for electrical.
  
  
  We have reached out to the customer to try and resolve her concerns, but we unfortunately cannot be held liable for existing corroded plumbing, for a stain we were never informed of, and items that were never listed on the signed contract.

  Customer response

  07/17/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2022 Bath-R-Us removed an existing bathtub and shower surround and replaced it with a very large shower. The total cost of the project was $19K. However, the shower floor pools water, won't drain, and the door as designed is to large allowing water to splash onto the bathroom floor. The materials are good and the installation team was professional, but the design and end-product are not worth the money paid. The slope of the floor flows water in every direction except the drain. The only way to correct the problem would be to tear out and replace the floor, but that is not what Bath-R-Us offered. Upon initial complaints (several), they finally agreed to fix it and returned in late October. They simply pried the floor up and tried to stuff extra material underneath to correct the floor drainage. It did not work. There has been no follow up. It now appears I am going to have to file a workmanship warranty claim.

  

  Business response

  06/26/2023

  Thank you for reaching out and bringing this to our attention. We have not received any communication from this homeowner since November of 2022. We were unaware that they still have concerns and were under the impression their service had solved their concern.  We stand by our product and installation and offer both a product and workmanship warranty to each of our customers. We have reached out to the customer to discuss their concern to try and find a resolution.

  Customer response

  07/02/2023

   Better Business Bureau:
  
  The Bath-R-Us Production Manager made a personal visit to inspect the issue with our bathroom shower.  He acknowledged the problem with the original installation and thought there were a couple options for correcting the problem.  He indicated he would review the options with his team and get back to us with a recommended fix by Friday July 8.

  At this point we are satisfied that Bath-R-Us is taking ownership of resolving the issue in reference to our complaint ID ********, and their approach to this resolution is satisfactory to us.

   

  ***** ****

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Bath R US for a bathroom tub/ shower replacement. Cost was to include everything except replacement materials cost if wood was rotted and needed to be replaced. No cost for additional labor or time. I was to be presented with receipts for the needed replacement materials and that cost would be added to my final payment. Upon demolition ,rotted wood was found to be needing replaced. My husband was told it would be up to an additional $1200 for the project. He agreed to pay for the materials knowing that it would not be anywhere near $1200. Day 2 of the install I asked for the receipts and was told that it was a flat $1200 to do the job, materials and labor. I spoke with ** from Bath r us and showed him text messages from the sales rep stating materials only to be charged to us. After the workers sat in their truck for an hour while this is being sorted out, ** then tells me a flat $600 is needed to finish the job. If I do not agree to the $600 cost, work does not get done. I asked what if materials cost does not equal $600?. I was told it was $600 to finish the job. Basically strong armed into agreeing to pay the $600 or not have a bathroom to use. That should never have happened. Very unprofessional.

  

  Business response

  04/18/2023

  Thank you for reaching out! Unfortunately in this particular situation the customer had a large amount of rotten wood (see attached photos) that was unknown during the sales process. We inform  our customers on the contract and also the acknowledgement (please see attached signed contract and also initialed acknowledgement) that there is an upcharge should their been rotten wood in the shower area that is unforeseen during the initial sales process. With construction, we often are not able to know if there is existing damage behind the shower/tub area until the existing shower/tub is removed.
  
  We typically do charge the customer for both the material and also the labor associated with repairs like this. This particular customer did have a large amount of repair work needed which will result in an additional 5-6 hours of work needed.  This type of repair is not included in the original estimate as repairs likes this is often not needed on many projects and we are unable to know if there is damage during the initial sales consultation.
  
  The customer was told by our Production department the cost it would be to make the repair (material and labor). The customer then stated she spoke with her Sales Consultant and he told her it would be only for the material amount. The Sales Consultant mis- spoke and because of this we did remove $600.00 to credit the labor.
  
   I can assure there was never an attempt to strong arm the customer into paying an additional amount. The customer was told prior to the repair being made and was given the option to let us make the repair or have someone else come and make the repair.
  
  We make every attempt to be upfront with our customers on the process and have contracts and acknowledgements in place to help support that communication with the customer. We wish that we would never encounter a situation where the damage is hidden and unforeseen, but unfortunately in construction that is not the case.

  Customer response

  04/21/2023

   I am rejecting this response because:
  While I agree construction quote is difficult, I was told I would only be charged for the materials. I have learned my lesson and will always get things in writing.  I was told so many things throughout this process but never put them in writing.  From changes in shelves, to a shower caddy, to a ceiling piece,  walls being knocked out. At the end of this project I wasn't sure what I was getting.   I was woking in good faith, this company wasn't.   I want to warn future customers that they need everything in writing.  This can be a closed case , but I stand by my claim against this company.  
  
  

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