ComplaintsforGRC Prime Bath LLC

Name: GRC Prime Bath LLC
Address: Federal Way, WA, 98003-7505, USA
Telephone: (844) 472-2284

Bathroom Remodel

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Initial Complaint
10/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of transaction 08/02/2023 I paid my deposit of $6257.12 To GRC Prime Bath Lic: GRCPRPB802DK for a bathroom remodel. It has been over a year and no work have been started. Numerous phone call has been made to GRC PRIME BATH and all I get after the phone conversation is "material is on order". After over a year of waiting for materials as per our phone conversations it seems like GRC PRIME BATH would honor my request for a refund of $6257.12. GRC PRIME BATH stop communicating with me. Reading the complaints on BBB all resonate to half down payment and once the customer is committed to the half down payment their solution is, "material is on order". My bathroom tub to shower job order dated 08/02/2023 is still on hold but with this untrust worthy people, my tub to shower job request that I have paid half of will probably NEVER materialize. What a way to make money scamming older customers of their hard earn savings.
Business response
10/14/2024
GRC Prime Bath has experienced a material delay from our previous manufacture and is working 7 days a week to resolve this issue. We have no intention of not fulfilling this contract to Mr ********** 100% satisfaction. We are coordinating manufacturing this custom walls and will be in touch soon to install at a discount for this lengthy delay.
Customer response
10/15/2024

Complaint: 22390607

I am rejecting this response because:

Sincerely,

***** *********
Initial Complaint
08/30/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
GRC Prime Bath is a ******** company. Somebody came out from their company to take measurements, photos and give me a quote. We picked out supplies and I thought everything was good to go. They cashed my deposit for $9,423 the very NEXT day after my consult on 10/4/2023. After two months of hearing nothing I called the company and was told that they were having supplies issues and my order was supposed to be coming in next, this was December. I heard absolutely nothing from the company except a generic e-mail saying happy holidays and they were sorry for the inconvenience. Well since then I have called and am either getting the same generic answer, that they are having issues with getting supplies, or I am lied to, ****** ******* and ******* have both lied to me on multiple occasions. This was almost a YEAR ago! Did I mention that they cashed my deposit for $9,423 the very NEXT day after my consult. The file containing the contract and the quote they sent me is no longer accessible, and when I requested the quote and contract be e-mailed to me again it was sent encrypted with no way of me opening. I have asked for a refund of my deposit over 4 times, and I sent a Certified letter which was mailed back to me unopened. My only next step is to take legal action against GRC Prime Bath to get my deposit back.
Business response
09/04/2024
GRC Prime Bath is not a horrible company. We pride ourselves in quality work and materials which has recently cause us to experience unexpected delays in materials and installs. We do cash checks given as a deposit immediately to ensure the funds are available. We continue to research better options on getting our materials. At no time have we lied to Ms ************** We will be happy to send another copy of her contract, but do encourage her to print so she will have a copy as the link does expire. We do not recall her request four times for a refund and did not receive a certified letter. GRC Prime Bath looks forward to resolving her concerns as soon as possible.
Customer response
09/04/2024

Complaint: 22220427

I am rejecting this response because: I have asked repeatedly for updates on my shower remodel, I always get a response with an excuse about the materials getting damaged or they are on back order. I have never received an *** and it will be 1 year on 10/4/2025. I have asked for a refund of my deposit several times, as you can see in the e-mails I have attached. At this point I do not even want GRC Prime Bath in my home, if the communication is this bad already, I can't even imagine how it would be during a remodel.

Sincerely,

******* *******
Business response
09/10/2024
GRC Prime Bath is disappointed that Ms ******* wants a refund and does not want us complete the remodel. I am being told that her walls are expected to arrive within 2 weeks and we are committed to installing and proving it was worth all the delays. GRC has experienced more that it's shares of challenges that have caused the delay. We look forward to Ms ******* allowing us to make her dream bathroom a reality.
Customer response
09/10/2024

Complaint: 22220427

I am rejecting this response because: I am disappointed that GRC bath has not complied with my requests for a refund. I am disappointed by their lack of communication. I cant even begin to imagine what an absolute disaster it would be to have a bathroom remodel by GRC Prime Bath.

Sincerely,

******* *******
Business response
09/23/2024
*** is under a signed contract with Ms ******* and the time to cancel and get a refund is only 3 days from signing. GRC received Ms ********* custom walls last week but unfortunately they are damaged and we are working with our provider to expedite replacing them. We stand behind our contract and our workmanship 100% and that is why it has taken longer than Ms ******* and GRC had hoped for.
Customer response
09/25/2024

Complaint: 22220427

I am rejecting this response because:
GRC has used this same excuse several times when I have inquired about the delay in my bathroom remodel. At this point I will be taking further action. Next week it will be a full year of this horrible nightmare

Sincerely,

******* *******
Business response
09/27/2024
Yes we use the same response because it is the truth. GRC is doing everything we can to complete this contract.
Customer response
09/27/2024

Complaint: 22220427

I am rejecting this response because:
It sounds like GRC is not willing to resolve this I will be taking a different course of action

Sincerely,

******* *******
Initial Complaint
08/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I hired prime bath to do a shower and new tub. For the most part the shower and tub looks nice. The tub is a little small but the installation looks nice. After the workers was done they explained that all my parts didnt come in and that they would be back out as soon as the parts come in. Well that was back in March 2023 and they still havent been back out. So I tried giving the company time to take care of the problem, but no one was reaching out. So I been calling and I have texted a few times with no response. Also the shower head they installed is wobbly and I have asked for them to come out and fix it and no one will respond to me. These are solvable issues and Im not sure why the owner wont respond to let me know what going on. This is poor customer service. And I wish I had took my business elsewhere. Im hoping you can help with this problem with the company. Thank you, ***********************
Business response
08/01/2024
GRC Prime Bath did install for ****************. The tub was installed based on her bathroom size and to ensure it was in code. We are sorry if she feels it's small. We have reached out to **************** several times to address her service issues. The last date we set she called to reschedule and we are coordinating to still reschedule.
Customer response
08/01/2024

Complaint: 22075728

I am rejecting this response because:theyre not telling the truth. I am wondering what is going on with these people. The proof is in the pudding. Why am Im going back and forth when it been a year and five months and they havent been back out to take care of the first problem. So tell me why its been so long to get my parts I have already paid for. My first contact with the office owner Mother was October 11, 2023 talked with mother and sent pictures. No response. Dec1 talk to owner mom again, she admitted she forgot to inform owner. No response after that. Then I called in May no one answered the phone. Mom called back and said owner is aware. But still no response. Then I called again and left messages 2 different times. Then I called owner on cell. You cant leave messages cause, voicemail is full. Call owner again in June he finally answered that time to say he will be out June 20 th. Then he texted me to say he have to cancel because fence needs repair where he keeps his cows. Reschedule for Saturday June 21st. Then I had to cancel. But once I did he never tried to reschedule with me. I reached out to owner July 11 and July 16 with no response. I have all text messages. And with all the few communication that I have had with this company, none with the person who can fixed the problem. Only that one time in June 2024.

Sincerely,

***********************
Business response
08/06/2024
GRC is sorry we have not been able to coordinate and schedule a time to address ******************* issues. We are a small business and doing the best we can. We will reach out to see when she is available.
Initial Complaint
06/03/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I attended the Tacoma home and garden show in early January and met and received quotes from 3 contractors to replace my bathroom shower. It seemed to be a straightforward job, and I chose the most basic material, in basic white, with no frills or custom designs with basic hardware from the selections they demonstrated. I chose the contractor with the best bid and what I thought would be the easiest to work with based on my interactions with the Salesperson ****, who seemed genuinely helpful and honest. That contractor was GRC Prime LLC. I signed the contract on February 7th and provided my 50% deposit of $5201.85 the same day. **** who was the sales rep advised that it might take a couple of weeks to get the materials ordered and they would be in touch to get the install set as soon as the materials were delivered. Radio silence for months followed, but I remained patient. From there I only received one email on April 12, 2024 thanking me for my patience and that they were "working everyday to fulfill each contract they had". Unfortunately mine was not one of those. I started to get concerned that I wasn't receiving any updates so I tried to contact ****, but apparently he is no longer with GRC Prime or at least not at the number on his business card. I have since sent several emails and inquiries about the status of my install. They responded, but with nothing substantial, only that materials have been ordered. Still no install date, still no details on when the materials were ordered, or when the supplier would be expected to deliver the materials. My sense is that my deposit was an interest free loan to them and that they used those funds to operate their business and probably only recently ordered the materials, if they have really been ordered at all. I don't have much recourse, so I thought I would look at the better business bureau to see what was going on with GRC Prime. Well, looks like I'm not the only one with similar experiences. ugh!
Business response
06/03/2024
*************** is under contract with GRC Prime Bath and we have experienced severe delays from our manufacturer. We have communicated this to *************** and we even sent him an email today. As for his statement about **** no longer being with GRC Prime Bath, this is not true and to the best of my knowledge he has not changed his phone number so I have no idea what he is referring to. We believe we have the materials in stock at our warehouse, however we need to close the open jobs we have before we can open another installation. We anticipate being able to do this very soon.
Customer response
06/12/2024
I consider this complaint to be still open or active.
Since GRC has responded to the complaint with the BBB, they have not responded to my multiple emails and still have not provided any details on material delivery or completion of work. In their response to the BBB they state they have my materials in their possession but in an earlier response they said they are still working on getting materials.

Can you assist me in getting my deposit refunded, so I can actually find a reputable contractor who will complete the work?

Business response
06/14/2024
GRC Prime Bath, has responded to ******************** emails and is working on his custom products and install as quickly as possible. We are grateful for his business and are committed to 100% fulfilling our contract.
Customer response
06/14/2024

Complaint: 21795758

I am rejecting this response because: GRC Prime has had nearly 5 months until now to secure materials and complete the work they were contracted to do. I have no confidence in their ability to complete the work at this point.

Sincerely,

***************************
Business response
06/17/2024
We are truly sorry **************** feels this way, but again we have experienced longer than expected delays from our manufacturer and are working 7 days a week to overcome these delays and are committed to fulfill this contract.
Customer response
06/19/2024

Complaint: 21795758

I am rejecting this response because: it does not address any of the concerns raised. Why does it take 5 months to complete a 1 day shower remodel. Clearly something is amiss with GRC Prime where they simply wont just refund my deposit and move on. They wont even give a timeframe for when they can complete the work, essentially holding me hostage and not allowing me to proceed with getting the much needed work done.

Sincerely,

***************************
Business response
07/07/2024
GRC Prime Bath is still waiting the materials to complete this contract and has every intention to fulfill the contract we hope to have materials to install in August.
Customer response
07/07/2024

Complaint: 21795758

I am rejecting this response because: its taken far too long to fulfill the contract and I have no confidence GRC will fulfill its contractual commitments given my past experience and the outstanding number of complaints on record. Im in the process of securing a new contractor who will complete the work more timely. Hoping to have the materials by August without a firm install date and commitment is not satisfactory.

Sincerely,

***************************
Business response
07/11/2024
GRC Prime Bath did use ******************* deposit as an interest free loan. We are committed to installing as soon as we are able to receive his custom materials.
Customer response
07/11/2024

Complaint: 21795758

I am rejecting this response because if materials have not been ordered just simply dont order the materials and refund my deposit. No longer acceptable to have repeated delays and empty promises. If materials have been ordered please provide documentation of order and date of material delivery.

Sincerely,

***************************
Business response
07/25/2024
As we have stated we are working on getting the materials and plan to fulfill this contract.
Customer response
07/25/2024

Complaint: 21795758

I am rejecting this response because it provides no additional details or updates. Im considering GRC in breach of contract due to non-performance.
Please process my refund at your earliest.

Sincerely,

***************************
Business response
08/02/2024
We are thrilled to share some exciting news from GRC Prime Bath! Our new product materials are expected to arrive later this month. Once they do, we will put our utmost effort into installing your custom dream bathroom.
Thank you for your patience and understanding during this time.
Best regards,
***************************
General Manager
GRC Prime Bath
Customer response
08/02/2024

Complaint: 21795758

I am rejecting this response because this is the same nonsense lacking any details or specifics from the past 6 months. Still awaiting my refund.

Sincerely,

***************************
Customer response
08/06/2024
Nothing additional to comment. Still awaiting my refund.
Business response
08/12/2024
GRC Prime Bath and **************** signed a contract fr GRC to remodel ******************** bathroom. GRC is a small business that has gone thru some challenges in completing our contract as quickly as **************** would like. We have every intention on completing this contract to his 100% satisfaction. GRC understands ******************** frustration and desire to get a refund but because we are under signed contract and the right to cancel (3 days) has passed we are not in a position to offer a refund at this time. We are making every effort possible to complete this contract as soon as possible.
Customer response
08/12/2024

Complaint: 21795758

I am categorically rejecting this response because I have no confidence in GRC to complete the work as they have never met a commitment or timeline up to now. If I knew then, what I know now I would have never even considered GRC to remodel my shower. It has been an unmitigated disaster and I think a court would also see it my way. Still awaiting my refund.

Sincerely,

***************************
Initial Complaint
02/02/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Please refer to Enclosure 0 for full details. Briefly, we signed a contract on 06/22/23 for GRC Prime Batch to remodel our moms studio bathroom and kitchen. GRC Prime Bath General Manager, ***************************, took our $7,138.90 deposit on 07/1/23. They failed to complete the job per contract.On 9/13/23 (2.5 months after signing contract), her son, *************************, GRC Prime Bath Owner/President, finally came to start work. He returned on 9/15/23 but did not finish work.Since then, no additional work has been done. We made several phone calls and left voicemails asking GRC Prime Bath to finish the job but received no response. On 11/3/23, they stated that they were waiting on production/shipping of bath materials from manufacturer. We asked GRC for proof of order and response from supplier but did not receive any response.On 11/30/23, ****** asked for photos of work left and we responded with photos. On 12/04/23, Rian, GRC Prime Bath Sales Representative, came to our home and took photos of unfinished work.On 12/06/23 we spoke with ******* and ******. We realized that GRC Prime Bath is breaching the contract by 1) delaying completing contract work 2) refusing to schedule a date to finish this project including work that is independent from delayed bath material shipment claims, 3) claiming completion of extra subpar work they created outside of the contract without our authorization, 4) demanding immediate extra payment without providing costs for each extra unauthorized work item, 5) declaring stop work, and 6) telling us to hire another contractor to complete their unfinished work.The false extra work claims they brought up include 1) unauthorized hazardous not up to code live electrical wire work tapping into our existing circuit breaker 2) unauthorized nonvalue added extra drywall work that has altered the good paint job, also demanded payment but did not specify the amount. They have been extremely unprofessional. We ask for resolutions in next section.
Business response
02/15/2024
GRC Prime Bath did sign a contract and did take 5 credit cards to make they deposit for this job. We started to do the work we had materials for and they asked for additional work. We agreed to do the extra work and they agreed to the additional charges and now are claiming to not to have asked us to do the additional work and not agreeing to pay the additional costs. GRC will never do extra work without being asked to and agreement of additional charges. Since it took 5 credit cards to make the deposit and they have mentioned several times the need to save up to make the final payment we asked for payment of the additional work upon completion of it and were told we were not asked to do the work and they did not agree to pay for them. The electrical work has not been finished because they are refusing to make payment for work completed.
Customer response
02/22/2024

Complaint: 21236023

Thank you for your help working with GRC Prime Bath regarding my complaint. I reject GRC Prime Baths Response as they did not answer any of our questions or properly address our concerns. GRC Prime Bath breeched our signed contract. They are using an additional payment demand for their unauthorized outside of contract additional drywall and electrical work claims as their excuse for not completing their signed contract work.
They performed unauthorized out of the contract drywall and electrical work without our consent. They altered our good drywall that we just painted. Please see photos they took when they bid on the job and my own photos showing our good drywall conditions prior to them starting their prep work. Without our authorization, they installed live electrical wire for the microwave oven and tapped into our existing Bidet circuit breaker that will cause electrical overload to our existing circuit breaker and exposes dangerous live wire without conduit. The microwave oven must have its own designated circuit breaker per electrical code requirements. These are major live electrical wiring code safety violations. They have put our family at huge safety risk for potential fire hazardous since Sep 15, 2023. They claimed they have not finished their unauthorized outside of contract electrical work, but this work is not unfinished; it is wrong! The only way to finish it per electrical code is to remove it and redo it. The live electrical wire must be removed and uninstalled from our existing Bidet Circuit Breaker. A contractor cannot leave any unfinished hazardous work that exposes safety risks to their customers when leaving the work site.
We paid the agreed upon deposit in full in the amount of $7,138.90 on Jul 1st, 2023 as previously stated. 2.5 months later, after they did partial prep work on Sep 15, 2023, we kept trying to contact them and left them numerous voicemails asking them to finish their signed contract work, but they did not respond. When we were finally able to get ahold of them on Dec 1, 2023 they started to claim they did this unauthorized outside of contract additional drywall and electrical work and demanded immediate payment but did not specify the amount. To date, they did not specify the amount they are demanding for their unauthorized outside of contract additional drywall and electrical work in their response either. I do want to know a breakdown on how much they want for each of the unauthorized work items outside of contract that they are claiming.
After investigating the unfinished work they did, we informed them of their live electrical wiring code safety violation problems from their unauthorized outside of contract additional work claims. They then backed out and changed their story, stating that they have not finished their unauthorized outside of contract additional electrical work.
The major work of this project is the bathroom remodel. However, they did not complete their prep work for the bathroom. In addition, I believe that they did not order our bathroom materials and are unable to provide the order with the bath manufacture details per my request in their response. This shows that they lied on the delay shipment of our bathroom materials and tried to take our $7,138.90 deposit and have no intention of finishing our signed contract work.
However, they keep claiming that there is a delay in shipment of my bathroom materials. I could not believe that it takes over 6 months and they still have not received our basic/typical standard bathroom materials. If they claimed that they did order my bathroom materials, I do want to see proof of the order such as order date, list of ordering our bathroom materials, vendors responses on the order, etc.

I am looking for the same resolutions that I listed in my original complaint.

Please help keep this complaint open as I am on vacation and will try to set aside some time to write a response to GRC Prime Bath via your BBB site within the next couple of days.

Thank you in advance for your help.

Customer response
02/27/2024
Thank you for your note below. I also would like to add the following as a supplement to my Feb 21st, 2024 email I sent you. I would like to address the previously agreed up on 5 credit cards deposit payment in the amount of $7,138.90 used in GRC Prime Baths response on Feb 15th, 2024. It is irrelevant for GRC Prime Bath to use our method of payment as another excuse for them to demand an immediate unspecified amount of additional payment for their unauthorized out of contract additional work completion claim. In addition, GRC should not find any more excuses to not finish the signed contract work such as claiming that we need to save up to make the final payment instead of concentrate on getting the work per the signed contract done. We will pay them the remaining balance $7,138.89 upon completion of contracted work as specified on page 5 of 31 in the signed contract and after they fix their unauthorized out of contract alteration of our newly painted drywall and undo/fix their unauthorized out of contract not per code electrical work without additional charge. These works must be completed within a couple of weeks from the BBB resolution date.
Due to the fact that GRC Prime Bath has put my family safety at huge home fire hazards since Sep 15th, 2023 from their unauthorized out of contract unsafe electrical work violations, we do need an answer from GRC Prime Bath to let us know if ******* is a licensed electrician and is certified to do this type of electrical work. If so, please provide support documentation such as his electrical license number and his electrical certification number.
In GRC Prime Baths response on Feb 15th, 2024, they are still beating around the **** and did not specify their demanded cost of each unauthorized out of contract work completion item claim. As of today, Feb 26th, 2024 we still have no idea how much they are demanding immediately from us for their unauthorized out of contract additional work completion claim. We do want to know the specific amount of cost that GRC demands for this unauthorized out of contract alteration of our newly painted drywall and on the unauthorized out of contract not per code electrical work.
The bottom line of this case is that GRC already received our full deposit on Jul 1st, 2023, promised to get the job done by August 2023, but did not start to do partial prep work until 2.5 months later (in mid Sep 2023) after not responding to our numerous phone calls and voicemails. When they came to our home on Sep 13rd, 2023, they did not prepare and did not have any materials with them to start work as stated in their response We started to do the work we had materials for. Instead, they came to our home, looked at our kitchen and bathroom, went to ********** to buy materials, came back and started work after a few hours shopping.
The major work of this project is the bathroom remodel, but to date, they did not even finish their prep work for the bathroom. They used the excuse that our bath material had been ordered but that they still have not received a shipment date yet.
As of today, Feb 26th, 2024, GRC Prime Bath is still unable to provide us proof of order such as order date, list of materials, and their suppliers response on why it took over 6 months and still has not provided a shipment date for our basic/standard BCI white acrylic bath materials and PULSE ShowerSpas accessories. Then they used their unauthorized out of contract additional electrical and drywall completion work claim excuse to demand immediate additional payment but to date, they have still not provided a specific cost for each work item claim. Then they use the method of our credit card payment and making false statements about how we need to save up to make final payment as additional excuses for them to demand immediate additional payment for their claim of unauthorized out of contract additional completion work. These unauthorized out of contract additional electrical and drywall work items are major issues that need to be fixed/undone per my complaint above.
I am looking for the same resolutions that I listed in my Feb 2nd, 2024 complaint. I do appreciate your help in looking into this complaint and asking GRC Prime Bath to answer our questions and address the problems they created.

Business response
03/19/2024
GRC Prime Bath prides itself on superior workmanship and customer satisfaction. We work based on signed contracts. We do have a signed contract with ***************. GRC requires a 50% deposit upon signing of each contract. When we obtained this deposit it took seven credit card transactions and over a weeks time. GRC was experiencing a difficult time obtaining the wall materials on the contract and the ******** demanded we start work on the other aspect of the contract. As a sign of good faith we agreed to do this. Upon working on this scope of work *************** wanted additional work which was NOT on the contract done. GRC and *************** verbally agreed upon the extra work and the additional charges. Now *************** is stating she did NOT ask for the additional work or agree to the additional charges. Due to the prior payment issues GRC has asked *************** to pay for the additional work before we begin the remainder of the work. Once *************** pays for the addition work which she did request and which GRC did complete for her we will be happy to complete the scope of work.
Initial Complaint
01/31/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We contracted to have our bathroom remodeled. They required 1/2 payment down to order materials. We were told after the holidays we would be scheduled for remodel. There has been no communication from them to start the project. We have left numerous emails and messages on phone and texts to see when we would be scheduled. When we do call and get a ****, she knows nothing and says she will get with "****" to get us a date. This has gone no where. We were notified in an email on Jan 18 this:We are currently in the final stages of securing an outside investment that will significantly enhance our capabilities and allow us to expedite ongoing projects, including yours. We anticipate closing this investment in the coming weeks, and once finalized, we will immediately allocate additional resources to ensure the swift and efficient completion of your bath remodeling project.They have not had any further communication with us since this time.
Business response
02/12/2024
GRC Prime Bath has had numerous communications with both Mr and **************** explaining we are doing everything in our power to get the custom bathroom materials. ******* is working 7 days a week ***** hrs a day to keep installs going. We have told Mr. and Mrs. ***** we will let them know as soon as we have an update. They continue to call and email wanting information we do not have at the current time. We are still in the final stages of securing an outside investment and ask for them to give us the ***** to do so and complete their project as soon a possible.
Customer response
02/12/2024

Complaint: 21228172

I am rejecting this response because: *******, we received the BBB Response this morning (Monday 12Feb 2024) but have not yet responded because we need clarification from you as to the options. I need to give you more information on this issue before I chose an option. We obtained our own financing for this project separate from what they presented as a funding method (Mosaic loan application) for which I am exceedingly glad, after I found out about Mosaic's funding practices - but that is a separate issue.

We paid this company 50% of the job in advance, as they said they need the funds up front to order our materials. That was almost four full months ago. As you can see in their response below in quotes, they claim that they have been trying to secure funding for their company, which tells me they have used our funds for operations and to purchase materials for other projects than ours before our project is supplied. We have asked for an anticipated date of install but can't even get that. We have asked in writing, for copies of the order forms and the invoices for the materials they say they have ordered for our project, but we have had no responses that gave any new information other than "**** will call you back". We have a right to see the order invoices and receipts for our projects materials, but have never seen them. I doubt they have been ordered yet.

In all of the phone calls we have had with GRC Prime Bath, the only information we get from "****" is that "I will call **** and have him speak to you", and one response that said "they are waiting for suppliers" , but that response with an anticipated date or explanation of if our materials were even ordered or received never happens.

This company has obviously been struggling like many small companies have due to the effects of COVID on the economy, but we have been very patient and also very understanding, but a 50% down payment and no explanation or even an attempt to schedule an install has occurred, and it begs the question if this is being operated as a Ponzi scheme. They have not been open or proactive in telling us of delays or customer-related issues for our specific project, especially since they have our money that I am paying interest on for the last four months.

We have had to contact them to get any information on the project and still have no anticipated date after four (4 ) months, they have never reached out to us proactively to tell us, they are having problems. So after reading their response to you (enclosed below) I now want to cancel my project with GRC Prime Bath and get my money back.

We obviously disagree with the response from GRC Prime Bath to our complaint we filed with you. They will probably claim we cannot cancel and get our deposit back if they have ordered the materials, but there is no proof either way they have ordered the materials.

I guess the next step is the Attorney Generals office.

**** This is their response from your BB email to us *******
"GRC Prime Bath has had numerous communications with both Mr and **************** explaining we are doing everything in our power to get the custom bathroom materials. ******* is working 7 days a week ***** hrs a day to keep installs going. We have told Mr. and Mrs. ***** we will let them know as soon as we have an update. They continue to call and email wanting information we do not have at the current time. We are still in the final stages of securing an outside investment and ask for them to give us the ***** to do so and complete their project as soon a possible."
**********
I will also call your office *************) to discuss this email and potential options to your official response.

Thank you,
*********************

Sincerely,

**** And ***************************
Business response
03/04/2024
We have spoken to *************** multiple times also emailed and text him. We do not get information from our suppliers until the materials are ready to ship. We can't set an install date without a shipping date. We are not running a ponzi scheme and are working very hard everyday to get caught up on our installs. We are a small business that is struggling to get quality employees to do the work the ******** hired us to do and are committed to fulfilling out contract once we have the needed materials and have told them this numerous times.
Initial Complaint
01/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
nov 30 2023 gave a ******* deposit for a new shower has been delayed now not answering phone
Business response
01/24/2024
We have had several phone conversions and emails with ******************* I was traveling on Monday and was not able to receive calls and will call her back today.
Customer response
01/25/2024
no one called no one answered my email that i sent
Business response
02/05/2024
GRC Prime Bath makes every effort to answer every call 24/7 days a week. We spoke with ***************** last week and explained the delay and ensured her we were committed to fulfill her contract and our commitment to install as soon as possible. We do not see any missed calls or voice messages from her phone number. We would be more that happy to speak with ***************** again, but truly do not have an update since we last spoke with her.
Customer response
02/16/2024
was told parts were delayed because of weather in the east. then was told parts were waiting in customs at the ****** boarder . and should be able to finish job in 2 weeks. over 2weeks have passed contacted them again was told they have not gotten the parts.
Business response
03/07/2024
GRC Prime Bath installs custom products and some items take longer than expected to receive. ********************* products were received damaged and we had to get a second delivery and are installing today. We can't control delivery delays or damaged freight.
Initial Complaint
09/19/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 1, 2023 I placed and order, secured funding and agreed the a bathroom installation project by GRC Prime Bath. When the order was made I was told it could take a few months. In July I received and email saying that the parts were still in the process of being made and there was a significant delay in production but there were no clear answers about when the job would be complete. Because of my funding the project would need to be completed around October 7, 2023 or I would need to find other funding. With the deadline approaching I am told that my bathroom parts will now ship on September 25 and the installation of my bathroom will be expedited to meet the deadline. After talking with several contractors who are familiar with this type of work and the processes of ordering materials for plumbing projects I have been told there is no reason this project should have taken this long. It has also been explained that more communication about the time of installation should have taken place. I have emailed, sent text message and verbally told the company that I want to cancel this project because of the reasons above. I was told I would get a phone call from ******* who I believe is the owner. I have not revived a call and I feel like all of my efforts are being ignored. I do not want this company in my home after the way everything has been mishandled. I understand I am responsible for a fee or $500 according to the contract. So far I have paid $3000 in cash and approximately ****** has been charged to my funding.
Customer response
09/19/2023
I would like to cancel this complaint. The company has communicated with me and I am satisfied at this time.
Business response
09/19/2023
Ms *** must have sent this before she spoke with ******* who is the owner of GRC and we have agreed to install as soon as we receive the ****************, which have taken longer that expected to receive. Our manufacturer has set a estimated ship date of 9/25/23. ****** and Ms *** have agreed to a weekend installation date prior to her funding expiration date.
Initial Complaint
02/25/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/17 we signed a contract with GRC Prime Bath for a bathroom remodel. On 12/21 at 8:45pm we received notification from the finance company (Mosaic) that our project was complete and that our contractor had been paid in full. $33, 474.92! Upon receipt of this notice and other questionable items we had with this contractor, we decided to cancel the job. We had no receipt of materials and no work had been done. The 3-day right to cancel with GRC Prime Bath was 12/26 since we had made a revision to the original contract. The 3-day right to cancel with Mosaic (the finance company) was 12/21 by midnight. We sent the cancelation to Mosaic on 12/21 at 11:40pm with an immediate confirmation of receipt. We sent a certified letter to GRC Prime Bath on 12/22 per their cancelation policy, with confirmation of receipt on 12/24 at 10:45am per ***** Since then, we have contacted GRC Prime Bath to request that no product be dropped off and that the project had been canceled with both them and Mosaic. *** says that it was an error that the completion notice was sent, they would contact ****** and retract it. *** says out of "good faith" he ordered material and that we are responsible to pay for that. There is no Good faith responsibility noted in the contract, only the 3-day cancellation verbiage. Mosaic has been contacted numerous times and been provided with photo and electronic proof and continues to state that GRC is the only one that can cancel this and that they do not resolve contractor disputes, ****** has since turned us over to a collection agency for being past due on payments which we have no obligation to pay for. A collection agency employee has even showed up at our home requesting payment. We have nothing! NO WORK HAS BEEN DONE! We are being held hostage by GRC Prime Bath. We request that GRC Prime Bath file the cancelation with Mosaic, and that GRC Prime Bath, Mosaic and Concord Collections absolve us of any and all obligations.
Business response
03/03/2023
We made contact with this homeowner at the fall ******************** on 9/26 and set an appointment to give an estimate. He called us on October 3rd to let us know that he needed to reschedule because of his internet lines being down and to call back in 2-3 weeks.

We called several times over the next weeks as he quested with no answer. Finally on 12/13 we spoke to him and set an appointment to give the estimate.

When ******* the owner got there to put the deal together **************** stated that he was off for the next two weeks and in order to give us the job we would need to have the project done in 2 weeks or less. ******* told **************** that in order to do that we would need to place his order immediately and that after his 3 day right of cancellation we would be unable to cancel any part of his order due to his expectation of timing.

We originally did this based of having a large portion of his shower and wainscotting materials in stock, however after the contract was signed, **************** called to change the color of the walls, the model of his tub and the tub filler to something that we did not have in stock and that we would immediately have to rush order, he was informed of this as a parameter of doing the color change.

The contract was signed by both parties on Saturday October 17th, including the Mosiac loan. On Monday December 19th **************** called that he could not find anyone to demolish his space, and requested the addition of that work to the origional agreement. This change also included those of the above paragraph. Again, when we spoke with him he was told that to accomplish his requested changes in his demanded timeframe the project would have to be rush ordered that day, he told us to proceed per the requested change orders and agreed to sign the contract for the changes that evening.

On Wednesday the 21st he contacted us for one more change request to modify the square footage of flooring on the contract The changes were made and sent to him with the finalized final adjustments. The homeowner confirmed with ******* he would sign it. ******* contacted him mid afternoon to let him know we could start the next day, *************** told us to proceed. That evening **************** signed the revisions and we arranged to have cabinets picked up that morning. He also signed the addendum to the finacing that evening.

After Midnight, Thursday the. 22nd in the morning, we recieved a text from **************** informing us that he was pausing his job until after the year as he was concerned about the price and the ammount his insurance would cover. We were also informed that he had recieved a payment notification for his loan which was triggered by a clerical error on our system. We immediately informed him that the error would be fixed and resolved, and contacted ****** to put a pause on his account. We were told to standby for any updates from Mosaic and were told that his account was paused.

We informed him of the pause and he then informed us that he intended to fully cancel his contract on Thursday morning. We told him that he was beyond the 3 day cancellation period from his contract and that we had already rush ordered the items for his custom project and that these orders could not be refunded. He told us that he felt he was still within his rights to cancel due to the change orders that he requested after the initial signed contract. In an attempt to resolve the situation amicably for both parites, we informed him that he had already paid for his non refundable materials and that if he did wish to cancel the labor portion of his contract we would deliver his materials to his home; he refused this offer and he has not communicated with us since then except for the complaint to Mosaic.

All of his materials are still in stock at our warehouse and we are ready to install as soon as he will allow us. We are fully ready and willing to fulfill our contract with him that was not cancelled within the 3 day right of cancellation period. **************** told us that he would send us a certified mail to confirm his cancellation, we never did receive the cancellation form via mail or any other method even until this date, almost a month after the contract was signed. We have attached to this email, the signed contract dated in the 17^ththat was never cancelled.

Customer response
03/12/2023

Complaint: 19498550

I am rejecting this response because:
In response to ***************** claims. We did contact them at the fair on 9/26, reviewed what they were offering and asked for a call to set up a time to give us an estimate. We did agree to a
date in October for a home visit and estimate. Due to our work schedules and the time and funds available to do a bath remodel we decided to wait until I was off for the Summer. GRC Prime
Bath was informed of this and that we would let them know when we were ready to revisit the project again.

On December 3rd we discovered a large water leak in our master bathroom. After the repair of the line, mold and water mitigation and the removal of a wall and our vanity to complete the
repair. We knew we needed to move up our remodel/repair date. ************* along with a couple of other bath remodelers were then scheduled to get quotes from.

************* came to our home on December 17th. We explained about the water damage and that besides repairing what the water had damaged we would also like to see what the cost would be for
a remodel of the rest of the bathroom. ************* agreed that he had worked with insurance companies before and would help us with getting 2 quotes, one itemized for the insurance (vanity,
flooring, wall repair and paint)and one for the balance of the remodel (new tub and shower). We asked if it was possible to get the remodel/repair done within 2 weeks while I was on Winter
break. I was assured that this was possible since most of the items were in stock in ***************** warehouse. We were anxious to get started since we were losing heat through the open walls
in a very cold period of weather.

We were shown an estimate and a couple of photos of completed jobs, along with seeing the products at the Fair, we felt fairly comfortable with what we were quoted. It cost more than a
couple of other quotes we had received, but with being able to quickly complete the job and more closely matched the style we thought we wanted at the time we felt confident to start.
We also requested that we complete the demo on the bathroom to save us some cost. We did request actual samples of materials, colors and photos of other completed jobs that would mirror
what we were purchasing. We still had questions about the floor samples, cabinet colors and materials, tub and filler styles and sizes. Along with these items we requested itemized pricing
rather than just bottom line costs. We reminded ************* that we would need the insurance portion itemized and we were assured that he would get someone working on it right away. We were
pressured to not delay so that we would get the job done in the 2 week timeframe. We were NEVER told that due to our completion timing we would not be able to cancel the contract. In fact,
the contract we signed on 12/17 had a 3-day right to cancel included in it. At this time we still had questions, but were assured that they would all be answered in the next day or two.

************* did provide us with more photos, but still no actual color samples for ************, counter-top material sample or cabinet material samples that i could hold in my hand and see
in the bathroom lighting. We also continued to review the quote and noted that the floor measurements were incorrect and not enough flooring was going to be ordered, the shower head
placement was incorrect, the tub style we were shown was too large and too tall to fit our space due to available floor space and 2 windows on one of the walls. The filler unit Mr.**********;
suggested was not going to work either due to the floor space. We were pressured to use the acrylic shower material for the walls around the tub. My wife was completly against this
and we requested plain white wainscotting that can be picked up at ********** and was in stock. We were informed that the wall style filler and the smaller tub were not in stock in his
warehouse since they were newer models. These items would not arrive in time for the two week completion, NO mention of anything needing to be rushed. We were clear that as long as we
could get the walls repaired and the shower and vanity installed we would be okay with waiting for the tub and filler.

After further review we realized we would not be able to do the demolition ourselves. ************* said that a new contract would need to be issued with the wainscotting change, tub and filler
changes and the addition of the demolition by GRC. We signed a new contract on 12/21. We still ONLY received photos, no hard materials in hand and still no itemized pricing. We were
anxious to get the bathroom restored and the NEW contract was signed electronically on 12/21, NOT 12/19. We confirmed on this day that GRC could start the job the next day, we agreed to
proceed.

On the evening of 12/21 we received electronic notification from Mosaic Solar, the finance company that "Congratulations your job is complete and your contractor has been paid in FULL!"
Not one thing had been done and we had a payment due in less than 10 days! We had made numerous requests of ************* and were already starting to feel uneasy about the transaction.
This was the final straw! ************* fraudulently informed Mosaic that the job was complete, along with still not supplying the itemized pricing we had requested for our insurance claim.
We have since found out that the product required to complete our job was to be supplied by *********** and that these items were able to be cancelled with no obligation to GRC Prime Bath.
As noted by ************* several times, he had most of the items in stock in his warehouse not special ordered or expedited.

We have followed up with Mosaic numerous times and they cannot release us from obligation until GRC Prime Bath either cancels the job or shows photographic proof of completetion which to
this date still has not been done. There is no way that GRC Prime Bath has paused the job, we are being billed monthly by Mosaic and at this time they show us to be 3 months in arrears.

We have followed up with ************* and are still being told that they will not honor our cancellation. Per GRC's contract we had until 12/26 to send a certified letter of cancellation.
The certified letter of cancellation was sent **** and was received on 12/24 at the address requested in the contract. A copy of the cancellation letter and the proof of delivery by ****
has been attached to this complaint. We have been turned over for collection by ****** and negative history of late payments has been reported to Experian causing my credit score to fall
almost 50 points!

We have NO intention of having GRC Prime Bath remodel our bathroom, we have done what legally was allowed and taken the three day right of cancellation. The contract dated 12/21 replaced
the contract on 12/17 and had a cancellation date of 12/26 which we honored.

We request again to be released from this contract and have Mosaic notified of cancellation immediately and have the fraudulantly received funds returned to Mosaic.
We have retained an attorney and will be persuing further action if this is not resolved.

Sincerely,

*************************
Business response
03/17/2023
GRC Prime Bath entered into a signed contract on 12/19/22 and signed financing on this date as well which initiated his start of contract and right of recession. Per **************** Law his recession date was three days from 12/19/22 which is 12/21/22. During the recession time *************** requested changes to his original contract. *************** believes because he requested these changes to the original contract which was for in stock items to custom items which needed be rush ordered to meet his two week timeframe that his recession date was extended due to his change order. This did not start a new contract it only changed the scope of work on the original contract and added monies to the signed one from 12/19/22 which only allows him to cancel his change orders not cancel the entire contract. *************** also sign and approved the increase of his financing with ************************* custom materials are safely stored at GRC Prime Baths warehouse awaiting installation or delivery to ***************** *************** also mentioned *********** and their cancellation policy for materials which are not the issue. Since the ************* were in stock that were listed on the original contract and can be resold as they were to him. The issue is the ***** free standing tub and tub filler which **************** requested in is change order which needed to be rush ordered to meet his two week timeframe. These items are not returnable, refundable or able to be resold in a convenient timeframe and are occurring storage fees. Numerous attempts to deliver the custom products or install the custom products have gone unanswered by *****************

Customer response
03/26/2023

Complaint: 19498550

I am rejecting this response because:
We do not accept ***************** assertions, due to the following:

The date of the agreement signed with GRC Prime Bath was originally 12/17/22, there was never an agreement dated 12/19. Per the agreement on page 14, any additions or changes to the agreement MUST be in the form of a Contract Change Agreement. We have never seen a Contract Change Agreement; we were presented with a new Full Primary Agreement that was signed on 12/21/2022. Per this agreement, the 3-day right of cancellation per **************** law was transaction to be cancelled no later than Midnight on 12/26/2022. This is per page 31 of the above-mentioned Full Primary Agreement. A signed and dated notice of cancellation was sent to GRC Prime Bath was received and signed for on 12/24/2022. Proof of this was provided in the original complaint.

A number of the changes required, necessitating the new agreement to be written were due to ************* miscalculating the amount required, along with clarification of placement of items, missing items, and sizing and materials not clear in the original agreement.

Per the agreement,there were no items listed as special order or custom. ************** stated that the Pulse free-standing tub and wall filler items are newer standard catalog items and were verified on the Pulse Website. We understood that all items except for the tub and filler, were in Mr. ****** warehouse and could be installed within the two-week requested window. The tub and filler would arrive outside of the two-week window, and we agreed that we would work with GRC to get these installed at a later date. At no time did we request that these two items should be rush ordered.

There have been NO attempts to deliver any materials. A voicemail was left by ************** on 12/22/2022 at 8:03 a.m. stating that the job completion form sent to Mosaic was in error and that he had placed the job on hold. We have been told by ****** that this has not been done, in fact we are being billed monthly by Mosaic for work never done. We have been turned over for collection by ******, due to non-payment. We reached out by text message to ************** on 2/09/2023 requesting that he do the right thing and release us from the contract, a reply from ************** was received on 2/09/2023 at 11:28 a.m. responding that we did not have the right to cancel, we were out of time. There has been no further contact from ************** since this date, and definitely NOT numerous attempts.

Since it is evident that ************** is not going to accept our legal cancellation of this agreement,we have hired an attorney that will be handling this for us going forward.

Sincerely,

****** and *************************

Sincerely,

*************************
Business response
04/05/2023
Please see attached signed contracts which dated 12/17/22 and 12/19/22 and 12/21/22. *************** has actually signed two separate contracts with GRC and could be held responsible for both signed contracts. He has also sign a contract for a loan agreement and loan adjustment which are attached. GRC is not in receipt of ******************** signed and dated notice of cancellation. Nor did a GRC Prime Bath employee or representative sign this.

The number of changes where not due to GRC's miscalculations they where due to the large scope of the job changes requested by *****************

**************** states he was aware of the need to order the **************. He wanted the job done as soon as so they were ordered to meet his needs.

No attempts to deliver the materials is due to no response from **************** with his availability. Please see attached text asking for his availability. GRC Prime Bath would be available to deliver to **************** upon his request. The job has been placed on hold by GRC at Mosaic.

**************** as signed a loan agreement with Mosaic and contracts with GRC and is financially responsible for these signed contracts.

GRC Prime Bath feels it may be time for BBB mediation
Customer response
04/10/2023
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
All of the jpg's that ************** attached, 10 of them are duplicates and they were carefully done to only tell you what he wanted you to see, not the whole truth.
************** is not being honest and is dodging the important questions. Like I said in my last response to **************, I have already hired a lawyer who is handling this matter.
I have nothing else to say to ***************
Regards,
*************************
Initial Complaint
08/26/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contracted with GRC Prime Bath of ***********, **, *************************, president, to install an acrylic shower to replace an old bathtub. The pipe joint, that they installed behind the wall failed and water drained down between the walls and onto the ceiling below, damaging it and making a mess on the floor.. They promptly came out and repaired the pipe joint and ceiling.But later the shower door would not close by 1 to 1 inches. After several complaints and a long delay, a worker came out, looked at the problem, and said he could do nothing about it. I called and spoke with ******, the office manager, and she said that the gap was acceptable, even though the worker said it was not. The owner of a local glass company came out and inspected the work and said it was not done correctly; he further noted the shower door hinge attachment to the wall was cupped. This leaves a question as to what the hinge screws are attached onto. I have called ******* and his office on the phone, sent e-mails, and a letter by the US Mail (with return receipt requested) with no response. Although I have a one year guarantee, he has not honored it. It appears he has no interest in fixing problems with his work. *************************, president, is not an honorable contractor. Approximate date: Feb. 2022 Amount paid to business: Approx. $3,450
Business response
09/02/2022
Dear BBB and *****************,

As ************ wrote in his complaint, we have come out to service any issues that he has had and did complete his contract to full specifications. We appreciate that he is happy with the waterline repairs and the rest of the job. To respond to the issue on the shower doors, firstly, Mr and ************* approved the drawings and sketches for these new shower doors as part of the change agreement made to them, specific drawings and dimensions of these doors were included in the agreement. Secondly, GRC Prime Bath does not generally install or recommend frameless glass shower enclosures due to the possibility for water to escape and not having a full frame for closure, our agreements with ************ had several disclosures and waivers to that effect. We did offer a 1 year labor warranty alongside the manufacture warranty and we proudly stand behind this, which is why when Mr and ************* had a water issue with their previous bathroom we came out and fixed it for them. That said, their shower doors are installed per manufacture specifications, and the 1 inch of door swing is within their acceptable parameters. That is how these doors are designed to close, to push them the last bit into position. We contacted the manufacturer Arizona Shower Doors and they confirmed this for us. Thirdly, ************ specifically requested a door that could be opened inward into the shower, this requires that the door swing both directions (inward and outward) as a door can not only swing inward in a shower or a person could be trapped. A door that swings both ways (like a saloon door( will always need to be pushed into final position as it swings freely; this was the design requested by ************ and we installed what he asked for. When our installer went out to service there was nothing we could do about the 1 inch of door swing as that is how these doors (which Mr. and ************* approved the drawings and order forms of) are designed to operate. Also to be clear Mr. and *************** shower doors are 100% functional and installed to manufacture specifications.

I understand in the complaint that they had another glass company come out to look, a 3rd party vendor making alterations may void the warranty of the door. Again, we serviced Mr. and *************** door to make it as small of a swing as possible, but this is within manufacturer specifications and it is the way the doors are designed to close. We are sorry Mr. and ************* do not like that function, but that is what was approved by them and what was agreed upon by both parties. If ************ required a specific closing functionality for his shower doors, we would have been happy to look at accommodating that but nothing to that effect was ever communicated to us or written on the agreements. ************** project is completed to contract and manufacture specifications, should there be any issues that fall under warranty we are happy to service. But there is nothing further that we can do for his shower door, we cannot change the functionality of the door that he ordered and approved.
We never received any written letter from ************, and had we have, we would have responded. We would like for Mr. and ************* to be happy with their project and are happy to do anything we can for them, we value them as homeowners, however what is being requested of us to do for their door is impossible and not part of what was agreed upon. The defamation of character saying that ******* is not an honorable contractor is lamentable to us, we have never done anything wrong to ************, nor did we fail to honor our warranty as we came out to inspect the door, but what he was asking for is not possible, we cannot change the functionality of the door he ordered. ************ even called us out to bid an additional HVAC project for him several months later, if we have wronged him as he alleges in his complaint, why would he contact us for another quote? We would appreciate it if ************ would not defame ******** character, when there has been no breach of contract.

Due to the fact that the door, according to the manufacturer, the drawings and the specs approved by ************ is properly installed, and fully functional, we do not feel that this is a legitimate complaint. In our view it is neither fair or right to make a complaint to the BBB and defame our owner because we did not deliver a specific functionality that was never communicated to us and that is outside of the manufactures specifications which were approved by ************. We have asked ************ several times for a video of what he feels is a malfunction with the door but we have never received a response. We cannot re-apporoach the manufacturer about a defect without a video of what is wrong.

Thank you.

**************************
Regional *************************** Consultant
NAHB Certified Aging in Place Specialist
************
********************************

Customer response
09/12/2022

Complaint: 17782075

I am rejecting this response because and give my rebuttal.

Sincerely,

*****************
Customer response
09/22/2022
Response to BBB and ****************** and *************************

******************s do not reflect the facts, clouds the issue, and avoids the main problems. In his response he refers to drawings, sketches, and dimensions, etc. but why, we have no problem with the glass door or accessories. They have nothing to do with my complaint. What we have a problem with is the installation and workmanship. To his statement that they do not recommend

or generally install these types of doors I find no such record and it seems ridiculous that they would even attempt the work, and give a guarantee if there was any doubt about the job. Regarding his timeline for the guarantee, it was made after the waterline they installed in this bathroom failed, and not to a previous bathroom. It was the waterline in the subject bathroom that failed, causing significant water damage, and requiring repair including removal of external plumbing fixtures, the glass door, hinges, acrylic wall, sheetrock, and repairing the pipe, and then reinstalling everything including the hinges. Later they repaired the damaged sheetrock on the lower level where the water had leaked. At that time, I become concerned about workmanship, and demanded a written guarantee. He states that the doors are required to be manually closed, and I have no problem with that. The problem is that the door does not stay closed, even if manually closed it again opens to 1-1 inches inward. If the problem was with the doors staying open outward instead of inward then water would pour out onto the floor and this would be unacceptable by any standards. Their employee ***** was sent out to solve the problem, looked at the problem and agreed that the door alignment was incorrect; but he could do nothing about it.

To ****************** that I never sent videos, I provide the following:

            I have made numerous calls and e-mails regarding the issue without response. Later, I e-mailed ***************************, on May 27^th, at 6:11 AM, a video of the doors swinging and stopping, leaving a gap of 1- 1 1/2; on the same day at 5: 52 AM, I e-mailed ******* and sent a picture showing the doors at rest with the same gap. Copies of these are available on request. When ***** was here, I asked him to have *********************** me; he did not call. Later, on July 6^th I again phoned and it was answered by *****, and I asked her to tell ******* that if he didnt return my call, I would be forced to take further action. On August 1, I mailed a letter to *******, at the address on his business card; on September 10 I received the letter back without being accepted after two attempts to be delivered (copies of postal information and letter are available). If ******* would have accepted my letter or answered my calls and emails, he would have been given the same information as in this response and my original complaint. That is the basis for my comment about his character.

I asked the president of a local glass company to look at the problem and he

said the door was not correctly installed. **************** clouds the issue by a statement about a third party making repairs voiding the warranty and refers to the swing of the door in and out. The third party only inspected the door and commented on the installation; there was no discussion of the swing and it is not the problem, again, it is the fact that the door will not close, even when manually closed it swings back open. I did tell the **************** to look at the door in another bathroom, installed by another contractor, in which the doors closed perfectly. ****************** that we should have requested a specific functionality are not understandable, as normal closing is expected. To his comment that nothing further can be done I counter that under the one year guarantee ******* can come out here and hang the doors correctly so the door closes properly. It seems that they dont want to live up to their guarantee.

On Sep 12, at 8:30 I contacted the ******* glass company in *******, ** and was referred to their *******, ** office where I spoke with *****. I explained the problem and Mr. ******* comments. She asked that I get a third party to inspect the installation and comment. I again called the third party and he came out with levels, and did a more thorough inspection on the same day and mentioned the following: The wall behind the shower that was put in after the pipe failed is not flat nor solid. This should have been remediated before the acrylic was reinstalled and the door rehung after the pipe failure; the area around the hinge is cupped/recessed and raises the question of what the hinge screws are attached into. While here he pointed out some other issues, including the edge of the shower pan is not level, and the stationary panel of glass should have been calked with mildew resistant material on the bottom (which is why it leakes); and the top of the glass door is 3/16 below the stationary panel. Further he said he would be happy to talk to *******, the company president and explain the problems. In total, this indicates very poor installation.

In summary, I believe Mr. ******* response has clouded the issue with superfluous, misleading, and incorrect statements that avoid the primary issue of workmanship on rehanging the door after repairs and ******** failure to respond to calls or emails. Further, I believe it is fair and right to make a complaint to the BBB as a reasonable first step to resolve this issue.

Thank you,

*****************
Business response
09/28/2022
Our original contract was for semi frameless glass doors and the job was installed for that type of enclosure. Mid install ************ demanded frameless doors, we changed that on his desire for that style. ************ and his wife demanded of us that type of door and there were several waivers signed and written about in the contract change agreements signed by ************ that talk about the risks of installing frameless glass doors and the issues associated with not having a frame, the possibility for water to come out, etc. We would be happy to provide these documents to the BBB upon their request. ************ said in his most recent response that it was ridiculous for us to agree to install frameless glass doors if we do not recommend them, but again we must stress that this demand was made by the Kunos MID INSTALL, meaning we had not been paid on the contract and ************ was refusing to allow us to install the semi frameless doors originally on his contract. Perhaps ************ can relate that if we had refused to install the frameless glass for him, that he would have accepted the install of the semi-frameless glass and paid for his contract in full?

About the letter, the address ************ sent them to was an unmanned warehouse that does not have a mail box, no one would have been there to receive it. In our contracts we provide the address for GRCs office that can receive mail and request that any written communication be sent there. I am sorry ************ went with what is on Michaels business card that has our showroom but not a mailbox rather than what was on the signed agreement.

To ************** response about the shower pan and the walls, the material is not a solid surface product that he agreed to have installed and which is the only product GRC installs. It is designed to expand and contract with the heating and cooling of the shower so as not to crack but to be flexible. Flexible material when screwed into studs or backing to hold heavy glass will cup at that place because it is being pinched to the wall rather than being allowed to expand and contract. ******* told ************ multiple times at the install that frameless doors are not recommended for his shower system because of the issues described above. ************ knowing that fact still demanded frameless doors and is now complaining that the material is acting in the manner we informed him it would. The frameless doors are installed to manufacture specifications, ******* shower doors even has a disclaimer in their warranty about these types of doors of which ************ was provided a copy and proceeded with the install regardless.

Our warranty does not cover issues to which we provided multiple verbal and written disclaimers. Again, installing these doors for ************ was the only way that we could complete the contract as ************ refused the installation of the doors to which we originally agreed.

Because of these facts above we do not hold his complaint to be valid and we do not hold the warranty claim to be legitimate.

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

Regional *************************** Consultant

N.A.H.B. Certified Aging in Place Specialist

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

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Customer response
10/11/2022
To BBB and Mr. ***** ****** (Sales manager) and Mr. ******* ***** (President)

In their response to my complaint Mr. ****** claims he made “several disclosures and waivers, yet does not show copies of them; further, he stated “…that they do not generally install or recommend frameless glass shower enclosures…”. Note in the attached copy of the contract dated Feb 3, 2022, there is not a word to that effect nor an indication of trepidation to do the work, on their part and Mr. ****** signed it. It’s quite clear in the contract that they install the glass door, their cost to do so, and a one year guarantee on the work, which we asked for after the initial installation failed, causing water damage and such a guarantee was not included in the original contract.

Mr. ****** says the door is installed correctly, but if they were there would be no gap. View the video, it’s obvious it does not close properly and springs open even after manually closing it. Also note the enclosed picture showing the door is not level with the top of the fixed glass panel, which may be the reason.

A professional glass door contractor came out, inspected the installation and said it was done incorrectly, and pointed out the problems.

Regarding ******* not receiving my letter, which I sent to the address on his business card after he refused to take my calls. The letter, dated Aug. 1, 2022, basically stated the same problems I had in the previous months’ phone calls, asking for ******* to call me, honor the guarantee, and hang the door correctly. From what I know now, I doubt he would have responded any differently to the letter than they did to my calls.

On Sep. 23, 2022 I finally got a call from *******. He stated he was unhappy with my complaint to the BBB. He said he would come out and fix the problem, BUT only if I retracted my complaint to the BBB. I declined. Mr. ****** has never addressed *******’s refusal to answer or return my phone calls over several months.

I no longer seek action from ******* and ***** as it is obvious it is a waste of my time. I must now hire a competent glass door contractor to correct their work. I request BBB close out this complaint as it stands now. I write this to share my experience with other potential customers so they can avoid similar problems. I recommend any future customers also read the negative reviews on their website.

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BBB Rating & Accreditation

Accredited Since: 9/4/2020

Years in Business: 7

Customer Reviews are not used in the calculation of BBB Rating

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Contact Information

Federal Way, WA 98003-7505

Visit Website

(844) 472-2284

Business hours

7:00 AM - 7:00 PM

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Customer Complaints Summary

11 total complaints in the last 3 years.

8 complaints closed in the last 12 months.

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