ComplaintsforZintex Remodeling Group

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of installation: 11/07-11/11/2022. Repair Plumbing leak and Complete bathroom remodel.$18,000.00+ Had numerous issues with shower doors. Was replaced with the wrong size a couple of times, then wouldn't stay closed. We aren't sure that sheetrock was installed behind panels. You can hear the water from the shower in the bedroom and hallway, which wasn't heard before remodel. Same wall where leak was repaired is now turning black on both sides of sink. This is a health hazard. I have been calling and leaving messages for two weeks with my account manager thru the voice mail system with no response. This remodel has been a nightmare with all the issues. We would prefer a refund to cover the expense of having a licensed plumber repair leak, install missing sheetrock (or evidence it was installed) and the cost of replacing walls, which potentially has mold.

  

  Business response

  04/15/2024

  Our Installation Manager called the customer yesterday evening and apologized to them for the miscommunication. He sent **** over there this morning and found that they had a leak in there wall that had nothing to do with us. The customer told me thank you for the fast response and they will retract the BBB complaint. 

  Customer response

  04/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a shower from Zintex in October 2023 was supposed to deliver on January 8,2024 and never did. Today the delivery people show up and had the wrong material contact ****** to tell him it was the wrong order and he said that was what **** order. I told him the tub was fine wrong color but I could deal with it but I didn't like the wall if it could be replaced, he said no so I told him I didn't want it because I didn't like it and he hung up on me. Then **** calls me, and I asked him if I could replace the wall and I will keep the tub and he said I had to pay again. nothing was done and contractor took the material. the door was missing was not on the material order. but it is on the contract. Zintex is trying to collect for something they did not deliver I try to work with them, but they don't want to. From the very beginning I try to cancel my order, but ***** would never return my call and said I needed paperwork which I never received so I went ahead and waited and now this happens. Zintex doesn't deliver but wants to collect up front.

  

  Business response

  03/08/2024

  The customer signed her contract in October of 2023 and we were scheduled to begin installation on January 8th 2024. The customer rescheduled this installation date, we were fully prepared to install on this date. She then proceeded to reschedule and delay the installation further an additional two times before she finally allowed us to come in the home on February 20th 2024. At this time, the customer said that she did not like the color that she had selected for the walls of the shower. When the Regional Sales Manager informed her that it was the color on the agreement and informed her that she could reselect colors but that there would be an additional charge since the materials had already been purchased and delivered per her agreement,and she proceeded to hang up on the **** The shower door was added on at no additional charge in a separate change order, to make the customer happy when she was originally having second thoughts. The door was indeed ordered and delivered and was present on the installers truck at the time of the attempted installation, it had not been removed from the truck yet since it was not yet needed for the install. From the beginning, she would not take calls from the account manager and only wanted to speak with the sales rep, and later the ****We have not tried to collect anything on the installation since it has not been performed and have only received the deposit which was a part of her agreement. 

  Customer response

  04/09/2024

  63603316B68D1- Zintex is lying about the material, and they did not have the door in the truck you can ask the sub-contractor they send. I cancel my contract with *****, and she still order the wrong material. It took 5 months to show up and when they did it was all wrong. the sub-contractor told me he has lots of problems with the, I don't want the service and they need to pay the people i refinance with, and they need to stop harassing me. I did not receive anything. they took all material back. thank you

  Sent from ************************* (********************)

  Customer response

  04/24/2024

  I did not reschedule any appointments. ***** was supposed to cancel the following day, but she never returns my calls, so I continue calling the salesman. He said I had to talk with her. The lady does not return calls and when she did, she said i had to do it on paper. I never received anything on the order until the region manager call me and all he did is harass me, that if they don't install, they were still going to get the money from the people that finance me. I called them and told them what was going on not to give them any money. Zintec lies and are thieves I do not trust them. They do communicate and they order whatever they want.

  Customer response

  07/09/2024

  To whom it may concern,

  Zintex has not refunded the money they collected from the refinance company, and they kept all material did not return it. They order or use what they have and charge the bank the money and keep it. that's stealing and then want the customer to pay. Thank you

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed contact 11.22.22. Began job 2.6.23, told 4, maybe 5 days to finish. As of 8.7.23: not completed.* worker arrives on 2.6 "I've never done a bathroom, I need to buy tools, can I borrow yours" had to redo pony walls 3x, reorder 1 acrylic wall he cut too short, helper came by day 3: cut wall plugs too low (had to redo up), pieced cut-up green backer board rather than buy new (told them to go buy new!)vanity drawers uneven, backsplash not flush, pony wall bulge, floor leveler compound uneven so every step cracked, we had to pull up tile to replace their work & found leaking toilet (they had secured 3 days after they laid tile), glass on pony walls not plumb, 24" glass shower door keeps slipping/falling (now 6th on order for 6 wks). ***** signed completion shower build ***** signed completion of glass work as "****** " assured us #3 door would work, all is ok ******** will credit you $1800 that we held until work was done. DOOR FELL 3 DAYS LATER 3 weeks wait for glass pcs so we can shower, 3 days without toilet, we had to hire a contractor to pull floor, fix toilet & bought new tile+under layment and finally today, we have given up: 180 days since ***** & WAITING FOR #6 DOOR ******, ******, *******, ******, ***** (fired or quit), ******, *****, *****, ****** remain yet no one will update. If they only do bathrooms, why does a 24" door need to be re-ordered 6 times due to slipping? If we call them, "we are busy ordering for you" -> 6th door measurements done by ****** on ***** ( door #2 thru #5 = 5/7 days dlv).All employees are polite, respectful, we fed/lent tools/complimented all of them, "oh you are our fav & nicest ************************ without responses from them, our patience has run out and we seek your help.Thanking you in advance for any assistance you can provide. ZinTex is paid in full - we need to spend more $ to find someone to complete this work.This is our only full bath, 180 days later...not finished or repaired.******* & *****

  

  Business response

  08/17/2023

  Mr. and *******************,

  On behalf of Zintex, we want to sincerely apologize for your experience and the delayed glass issues.  Unfortunately, we have had many challenges with the various custom glass manufacturers we order from, where they haven't been able to send us the appropriate glass for your specific project. 

  We always strive for 100% customer satisfaction with all of our bathroom remodels and even though we can't control how fast or slow our glass manufacturers operate, we can control that it's installed properly.   Our Owner checked with our Production Team and they have received the ***********.  They will reach out to you ASAP to schedule your installation.  

  Apologies,

  Zintex Remodeling Group

  Customer response

  08/17/2023

  I am rejecting this response because: 
  While we appreciate the push that the BBB effected by sending our complaint forward, we suddenly received (after NO CONTACT since measuring for **************) on June 21) two calls saying the door was on order and would call once checked over! Receive our complaint & a door arrives!!
  -Please realize we have had five (5) replacements since June 21; we have heard this re suppliers since February, however all of these came within 2 weeks of re-ordering. This one arrives 2 months later and only have we filed a complaint?
  - Neither of these called mentioned the hardware that is being replaced per ******* so the door would hold by hanging from the top rather than the sides. Is that coming as well?? There is nothing to hold this door up.
  We accept and reject as we've heard this for 186 days and we are leery.
  Please be honest with us with someone in the know calling us.
  We do not even know who is there any longer.
  Thank you...
  ******* & *****
  

  

  Business response

  10/06/2023

  Hi ******* and *****,

  We apologize for the issues with your bathroom remodel.  We always strive for 100% customer satisfaction, which is why we have gotten all Managers involved on your project.  At this point we have reordered and reinstalled everything to make sure that you are 100% happy with the results.  We are sorry that it took longer than expected, but hopefully you are able to enjoy your new bathroom.

  Zintex Remodeling Group

  Customer response

  10/10/2023

  I have reviewed the business response and accept this resolution. 
  The whole wet area was redone on ***** and new glass was ordered per the Zintex response above. 
  New glass was ordered on same day; installed on 10.04.
  We now have a functioning, beautiful new bathroom & very pleased.
  We live in a different world with supply delays, employee shortages & much frustration for all.
  Thank you Zintex for the effort and beautiful completion!
  We are closing our complaint as of today.
  ******* & *****

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have told this company to calling me for sales calls. Then continue to harassing me daily. I want them to stop callling

  

  Business response

  08/08/2023

  We apologize for this issue and have put this customer on our Do Not Call list in our CRM and Dialing system, so he won't be called at any point in the future.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Cancellation of a bathroom remodeling. Am taking care of a very sick uncle with stage 4 prostrate and bone cancer. The plan was to turn the bathtub into a walk in shower. I was under the impression the bathroom was going to be done in 3-4 weeks. Saw the fine writing after I signed the contract stating it may take ***** weeks. Had no choice but to make things safe for my ailing family member. He had a stroke in the past, and is paralyzed on the whole right side of body. Now am being told if I cancel, I would be responsible for the materials. The project had not been started and the materials are not here. So, why cant the company return the materials and pardon my contract? Please, can you help me? I signed the contract 3-17-23 and my uncle moved in 3-23-23 The medical professionals were fearful for his safety and wanted the bathroom to be safe. So, had grab cars installed. I attempted to cancel 3-24-23 but was told it was too late. Received a call a few weeks later in regard to setting up a time for the project. It was not not going to be until 6-26-23. So, after waiting a month I finally made the decision to have the safety bars put in. I realize I have made a grave mistake by signing the contract. My heart was only thinking of the safety of my uncle. He was never married or have any children. His sister is 78 and is not in the best of health herself. So, I stepped up and volunteered to take care of him. Please, am pleading for you to help me cancel this project and not have to pay thousand of dollars unnecessary. Am a RN myself, and my passion is taking care of people. So, why am I being penalized for doing just that for my loved one? If you are unable to help me, can you point me in the right direction? I thank you in advance. Sincerely, *********************************

  

  Business response

  05/22/2023

  Contract was signed on 3/17/23. The customer contacted our office on 3/24/23, asking to put the job on hold, however the contract was past the right of recession period. After discussing the issues related to canceling the contract, a second appointment was scheduled for 3/30/23 to take final measurements prior to ordering materials, the pre-site appointment was completed on 3/30/23.
  Materials were ordered shortly after, all of this information was provided by our assigned account manager and the design consultant to the customer.
  At the end of April, we received a certified letter from the customer demanding to cancel the contract. We attempted to contact the customer via phone and text email without a response.
  We informed the customer materials were ordered after the pre-site was completed on 3/30/23. The materials can not be returned, canceling the contract at this time does forfeit the customers deposit based upon the contract signed on 3/17/23.
  The materials for the bath/shower area have been received, we offered to install the shower materials and install the vanity materials when theyre received to expedite the install.
  The install is scheduled for 6/27 to 6/30.
  
  
  

  Customer response

  05/22/2023

  I still cannot understand why the materials cannot be returned. I have pleaded and try to show the business we no longer need the renovation, and why we had to go ahead and make things safe for my uncle. Please wont you take it into account why I am having to cancel the project? 
                                   Sincerely, 

                                     *******************************;

  Customer response

  05/24/2023

  I am rejecting this response because:   

  I still cannot understand why the materials cannot be returned. I have pleaded and try to show the business we no longer need the renovation, and why we had to go ahead and make things safe for my uncle. Please wont you take it into account why I am having to cancel the project? 
  

  Sincerely, 

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

  

  Business response

  05/25/2023

  Materials are custom ordered per contract, custom orders are non refundable from our suppliers.

   

  

  Business response

  05/26/2023

  Materials are custom ordered per contract, custom orders are non refundable from our suppliers.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My elderly mother, **** **** *** of **** ******** ******** ** XXXXX signed a contract to retile her shower possibly on 11/17/2022 with Zintex Remodeling. We called on 11/22/2022 to cancel but the company refused. The estimate is $17,000.00 to retile the shower which is way out of line from anyone else. This is two to four times higher than any other quote. No work has been started. I feel like this company caters to the elderly by sending them mailings for shower remodels with handicap features. They know the type of people they are looking for. If they were legitimate they would cancel the contract and move on. I know legitimate remodelers that are backed up with work now for 6 months. There is plenty of work out there but I feel they don't want to get out of the contract because it is such an incredible payday for them since they are overcharging by such an incredible amount.

  

  Business response

  03/13/2023

  Business Response /* (1000, 5, 2022/12/12) */ BBB CASE#: XXXXXXXX ******** contacted Zintex via phone on 11/14/22 requesting a design consolation, Zintex accommodated *********** request, the appointment date was set for 11/17/22 at 10am. ******** singed Zintex contract to remodel her bathroom on 11/17/22 and made a down payment in accordance with our contract. 11/18/22, Zintex Account Manager assigned to *********** file contacted ******** to review the contract and schedule install date. ******** scheduled the install to start on 1/16/2023, finishing on 1/18/23. ******** was informed of the three day right to cancel clause upon signing the contract, this was also discussed by our account manager on 11/18/22. *********** daughter contacted our office on 11/22/22 to cancel the contract. *********** daughter is not on the contract. In the event ******** contacts our office to cancel the contract, we're open to resolve the issue.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Zintec/Bath Planet arrived at my home this morning at 7:45 am to begin the removal of my tub and install a walk in shower. At approximately 2:45 pm I saw that sheet rock was being installed instead of green board. I explained that I paid for and expected green board. I was told sheet rock will be fine and their product is waterproof. I state I wanted green board. The man stated they were done, packed up and left. I called Bath Planet at the number on the contract with the lender. TO DATE, i HAVE NOT RECEIVED ANY PAPERWORK i SIGNED FOR THIS REMODEL. NONE. I have been told that a manager will call me as soon as possible. 3:10 pm and no call yet.

  

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/08/23) */ Ms. *****, I apologize this remodel has not been upto your standards thus far. This remodel is set to take two full days to complete. Its common practice our install teams leave after the demo is complete, pan is set, plumbing and sheet rock are completed, leaving the walls, hardware finish out and sealant for the final day. Im not aware of standard sheetrock being installed on any of our jobs, based on the photos of this install, Greenboard has been installed. Willy C******* is the project manager on your job, Willy has been on the jobsite throughout the entire project, please feel free to call the office or speak with Willy with any of your concerns. Consumer Response /* (2000, 7, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes. After I insisted on greenboard it was installed the following day. At my request, Mr. C******* Was at my home for nearly the entire instal. I appreciated that. The installation appears to be top notch. After a rough start the installer appeared to do an excellent job. The shower looks very nice.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3/15/22 My salesman David H***** of Zintex Remodeling Group did not deliver the bathroom remodel that I contracted from him. The remodel started on May 9, 2022 and was scheduled for a four day install to be completed on May 12, 2022. The cabinetry I contracted for was not delivered or installed. The bathroom was instead modified to an unsatisfactory condition, with storage space vastly reduced and damage to existing walls and doorframes. There was delay after delay, and at least seven different installers worked on the project. A 4-day project turned into an 80-day project. The cost of this project was $23,500. I was promised a 4-5 day install and chose to go with Zintex-Bath Planet because I needed a quick and efficient install. Instead I was given nothing but delays and excuses admitting that all delays were Zintex's fault. All they would give me was an insulting $1,000.00 discount. I feel I deserve much more of a discount but was willing to accept a $2,500 discount. THEY WOULD NOT BUDGE! Instead their sales manager T. J. lamented that if they did more they would lose money.

  

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/03) */ Zintex's commitment to all of our customers is to provide quality products, install techniques and customer service. All three objectives were met with this job. The original cabinet order was ordered correctly however was not manufactured per our specs.. Upon discovery, cabinets were re-ordered and changes to the design were made per the customer. The customer was not happy with the second order of cabinetry upon delivery. Zintex ordered a third set of cabinets per the customers design. Each cabinet order required new counter tops to be ordered lengthening the timeframe of materials, the customer was made ware of the timeframe. Upon the third cabinets install, the customer was satisfied with the work, cabinet space was maximized for efficiency of use. Upon completion the customer asked Zintex to forgo the remaining balance to prevent poor reviews being published by the customer which Zintex declined.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract for ZINTEX to install a walk in shower which was completed on April 6, 2022, which included a ramp entry so a wheel chair can be rolled in, at a contract cost of $12,710.00, deposit of $10,000.00 down and payment once completed of $2,710.00. We were instructed to wait 24 hours before we used the new shower. On April, 7, 2022 we used the shower and the water leaked out of the shower onto the bathroom floor. We called called ZINTEX's Field Manager Mr. Robert Ramos about this and he stated that this was expected and that ZINTEX would need to order a part that would block water from leaking out onto the floor and expected delivery by Federal Express on Monday April 11, 2022 and ZINTEX would schedule the repair. On Monday we call Mr. Ramos to check if the and was told the part has not been delivered. Today is April 25, 2022 and was told the part has not arrived. Bottom line is that we have a $12,710.00 shower we can not use.

  

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/04/26) */ During the install, our install team discovered we needed a small section to properly flash the base. The part was ordered the day of the install, a temp. repair was made to ensure the shower was usable. We received the correct flashing section on April 25th, the flashing replacement was installed on the following day April 26th.

*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. ↩