Complain about a product or service

Bath Fitters

J.C. of Oklahoma City, OK October 14, 2009

I signed a contract to remodel my shower. The company said it would take two days to complete the job. The plumber came out yesterday and did a good job getting ready for the installer to come today. I aske the plumber, Eric, how long it would take the installer. He said ~ 6 hours. The installer arrived at ~8:00 a.m. this morning and promptly began working. I informed the installer that I had an engagement this evening and needed to leave at approx. 4:00 p.m. The installer gave no indication that he couldn't finished by 4:00 p.m.

Finally, he worked more than 8 hours on the job and still was not finished. I could not break the commitment made to attend the evening function. The installer said he had about two hours more work to complete the job. I knew that I could not have him stay. I told him I would call the company and request the completion of the work to be rescheduled as soon as possible. The company said they could not accommodate my request and that it could be perhaps NEXT WEEK before they could finish it. I told them it was unacceptable.

Donna, the branch manager, came on the line and began to be very rude and insulting. It was so rude that I told her I was going to record the conversation. She told me that she had a business to run and that she could not reschedule the job "just for my convenience." I was shocked at her reply. She expects me to go at least a week, maybe longer, without proper hygience, unhealthy and unsanitary conditions. The conversation ended by her hanging up in my ear and telling me, "Mr. E . . . drop dead!" I have it recorded.

In addition, the workman left the job with no water hookup in the shower, no doors on the shower and about 2 hours more from completion. He tracked in mud from the yard all over my floors and rugs. He sawed material in my bathroom that created a cloud of the finest dust particles dangerous to breathe leaving the cloud of dust to precipitate all over three rooms of my house. It will take several days to clean up the mess. I may have to hire a cleaner to come in and clean as I am disable with 4 degenerated disks in my back and unable to properly clean up his mess he left.

In addition, I am treated by the doctor for an asymatic lung condition. There is dust left everywhere and I am having repercusions tonight with extreme headache and difficulty in breathing. I don't see why if the job isn't complete that I shouldn't be first on the list tomorrow either early in the morning or sometime during the day. Why should I be forced to wait a week or more without having bathing facilities for proper hygiene?

This is inhuman, and against good business practices. And then, to be shouted at, insulted and rudely hung up on with the words, "Mr. E, drop dead!" is inexcusable! Both workman have damaged my home. The plumber marred by newly painted back door. The installer left scratches in the paint in my hallway and on the freshly painted cabinet doors in my bathroom, plus a nick or two in the wood itself. He also left dust everywhere. If he had only prewarned me as to the dusty conditions, I could have removed most items from the bathroom. He didn't. I even have dust from his sawing all over my bed, sheets, pillows, clothes floor, dresser, etc.

In my opinion, they may have OSHA violations. Also, they never put down any drop cloths over the furniture nor on the carpets and tile in the hall and bathroom floor. I don't know what to do!

Raymond of King, NC October 11, 2009

There must be confusion between Bath Fitter and Bath Fitters. I recently purchased a new tub, wall liner, header, and shower doors from Bath Fitter. I had an excellent experience with Bath Fitter. Both John (my sales representative), and Scott (my insatller) were very professional. Each knew their area of expertice and displayed excellent work ethic. When you sign a contract, that contract is binding. Make sure you are comitted to replacing your existing tub/shower problem with a Bath Fitter solution.

I first thought Bath Fitter to be too expensive. After researching bath tub building materials, I decided acrylic was the best material to meet my needs. As I spoke with tub suppliers and plumbers, I came to realize there existed a five to seven hundred decrease in replacement expense over the Bath Fitter quote. My problem was having to deal with two suppliers. If a problem were to arise with new installation, who would be responsible, how could any issues be resolved, and where is the warranty? The Bath Fitter warranty is unsurpassed. Lifetime is a very long time. Should any tub or shower problems arise within my lifetime, I have but to call my Bath Fitter supplier. Any five to seven hundred savings on original installation would be exhausted within the cost of a tub alone, never mind any plumbing expense.

I was contacted on Monday and promised installation on that same Wednesday. Scott arived on Wednesday morning, removed my existing tub/shower unit and completed the installation of my new tub, shower walls, plumbing fixtures, header, and shower doors, within eight hours. Even a potential problem with plumbing was discovered and repair was implemented at no additional cost. These guys no what they are doing and have no desire to return to implement any repair at their expense. I am very satisfied with my new tub/shower unit and impressed with the professionalism of Bath Fitter. I strongly recommend replacing an existing tub/shower problem as opposed to covering trying to cover one up.

Tim of Newtown, PA September 21, 2009

My wife and I were interested in updating our bathroom. Our shower wasn't in bad shape but it was an old 70's yellow color. Steve our sales rep came out and gave us the presentation. Anxious to get our bathroom started we signed a contract that night and placed 1400 down on a Visa.

About a week later we were having second thoughts about spending 4000 for a bath fitter, when we could redo the whole entire bath room for 6000. We decided to see if we could cancel the bath fitter. First, I scoured the contract and other document I'd signed for any time of cancellation policy or language. Nothing was obviously clear. I thought that since they hadn't come and take the measurements for my custom bath fitter that I must be in the clear.

I called the corporate number the day before my schedule measurement appointment hoping there was still time to cancel. The corproate help deks informed me that I had three days to cancel after signing the contract with no penalty. After the three days, I would be held accountable for the deposit and up to 50% of the total job. I stated that I couldn't find that language or anything similar on the contract I'd signed. I even asked what paragraph and line number etc. It wasn't there. She told me a local representative would contact me.

Steve my original sales rep contacted me and stated the same 3-days/50%. I stated that the documents I had didn't state that signed anything like that. He didn't deny it and said his manager would contact me. The next day George called me. I explained the situation and that I didn't see any where about the cancellation policy on the documents I'd signed. He referenced a vague statement on the contract about the purchaser defaulting etc. To me it seemed more like if I refused to pay not cancel, but I'm not a contract lawyer.

I said that if that was the case there was still no language referencing the 3-day time frame in the contract I'd signed. He stated that there was an entirely separate document about cancellation, and that I had signed it. He also stated that I should have TWO copies of this document. I stated that I never discussed this or had seen or signed any document with my sales rep, Steve W.about canceling. He told me that I signed it. My wife and I are VERY organized people. We had every scrap of paper and remembered small details about the conversation, but never anything about this cancellation form that we supposedly had to copies of.

George faxed over the form and there at the bottom was my alleged signature right next to a statement that says "I certify I have received TWO copies of this form and have until midnight three days from now to cancel."THAT WAS NOT MY SIGNATURE! My wife agreed that she could forge my name better and it appeared as though someone traced my signature from the contract as it had all the details of THAT one signature. I showed other people the two signatures that I had signed for them and the false signature. All agreed that they weren't a match.

I called George back and said that I wasn't comfortable with this being my signature. He said that was a big deal and that if so Steve would be terminated immediately. He said he would investigate and get back to me. After a few hours George called me back and said that he talked to Steve (one of his best sales reps) and that he said he didn't sign it. He also said that he told Steve that if he did sign it he could be fired. Now I'm no master interrogator, but if you tell someone they're going to get fired if they say yes, you're "coaching the witness" to say no. He then says that he personally looked at the signatures and says that "all three look different" and he can't be sure. To be fair, I'm sure they get people trying to cancel all the time, but I'm of sound reason and if I signed something I honor that contract even if it was an expensive mistake.

I told him to please refund my deposit, or I would seek my attorney's help if needed. He said that he would contact his corporate office and discuss with them. The next day, I heard nothing. I was hoping for at least a phone call saying that he was on it and that they're taking this charge seriously.

Nothing for the next 3 days. I call George 5 business days after our initial discussion. After leaving a msg for George we do connect in the late evening 7pm he calls me back. He has the audacity to ask me if I still want to cancel and if yes, that they will hold me responsible for the deposit and up to 50% of the total job.

I was speechless. After he checked to make sure I was still there, I asked him what about the situation we discussed last week? Had he heard anything from Corporate? He went on to reiterate that they were three different signatures and now states that he's had experts look at the document and that it's not Steve's handwriting. Just as I'm about to ask for these official analysis documents to be sent to me and call my lawyer, George says that it's not worth the trouble for them or me and that he'll refund the money. I said thank you, please refund the money to the same visa card.

I just wanted to share my experience so that bath fitter and customers of other companies make sure that there getting ALL the paper work so that they won't be in the same stressful situation that I was in. Money was returned, although I was under stress and very upset at work and home that someone had forged my signature and that I would have to possibly go to court to get it resolved.

Jim of Woodbridge Township, NJ September 18, 2009

This is an update of my September 15th posting which involves the issue of having my Bath Fitters tub insert re-caulked. After speaking with Customer Service at the Bath Fitter corporate office I eventually contacted Kevin O in Freehold who informed me that he would look into my situation and have someone call me to take care of it. Shortly afterward I received a call from Pawl, the manager of the Watchung Bath Fitter. This is the gentlemen mentioned in my original posting (I misunderstood the pronunciation of his name during my earlier conversation). Pawl apologized for the previous misunderstanding and personally came to my home several hours later and re-caulked my tub, no-charge. He further stated that my warranty would not be affected and that any future maintenance issues would be handled in a manner much more advantageous to me.

Although corporate dragged their feet I am very grateful for Mr. O's assistance and I am especially pleased with Pawl's personal response in this matter. I am very impressed that the manager himself came out to my home to ensure that this situation was resolved amicably.

Pickett of St. Louis, MO September 17, 2009

Bath Fitters came to my home, inspected my bathroom and told me that they could just reline my tub. The salesman was very thorough in his presentation. I agreed to the installation, the cost and a time for installation was scheduled. The installer was a very nice man who began the installation by pulling up my drain. He informed me that I had an old kind of tub/plumbing and it would cost 200 plus dollars more to deal with that. Then a while later, he said that the way the overflow and drain worked, he could not install the tub liner. He said that they only way this could be done was if everything was pulled out, etc. He said he had not seen this kind of tub before (I live in a whole area of older homes.) He had the plumber "on the phone." Who said that it was "unusual."

At that point, I said that I did not have the money for a whole tub job much less a total redo. Then he said that he didn't think he could get the drain back in but then he said he did. Next he said that I could not get a refund on the 300 deposit. I really kicked up a fuss over this, as they had seen my tub, etc. and I had made the deposit in good faith--that the work could be done as agreed--even with a little more plumbing work (clearly this installer was not a plumber, however).

After "going to the top" in the local office, I did get my 300 refunded. THEN, about three weeks later, I started getting water from this bathroom down through my kitchen ceiling. Long story short, when I got a contractor that then did pull out the whole tub to also replace the surround (had to take money from a retirement fund), they discovered that the bathtub drain was not connected and had silicone around it. The installer had not attached to the plumbing at all. SO, even if they tell you that they can do the work on an older home with newer plumbing (my home is 100 years old but my tub was 50 years old--know this because it was my parent home), they do NOT know about plumbing and are not reliable in regard to their "repairs." I think different Bath Fitter locations can be different, but watch the fine print regarding how they deal with your plumbing!!

Jim of Woodbridge Township, NJ September 15, 2009

I had a Bath Fitter bathtub liner installed in June of 2006. Over the past summer I noted that mildew was building up on the caulking around the tub so I decided to remove it and re-caulk. This procedure, to the best of my knowledge, is a common home maintenance project and one that I have performed many times in the past on other tubs. I have discovered that the common caulking products do not adhere and dry properly on the Bath Fitter insert.

Today I called the installer located in Watchung New Jersey (originally from Edison) for advice and was told that my warranty would be voided since I tried to caulk the tub myself. A gentlemen named Taul (manager?) asked me why I didn't call the company. Again, to my knowledge this is a common maintenance procedure.

When I had the tub installed I was told not to use certain cleaning products and I received a copy of the list of these cleaners. I was NEVER informed that I would void the warranty by re-caulking and it is NOT listed on my warranty card as a condition. Taul informed me that the company would charge me at least 75 dollars to come out and re-caulk the tub. He offered to sell me a tube of silicone for 10. I would also need a special etching solvent in order to perform the task myself. However, he insisted that if I do it myself I will be voiding the warranty.

I've also been informed by a plumber that working with silicone is messy and difficult. Everyone considering the purchase of one of these acrylic liners should know about this right up front, don't you think? I've sent an e-mail to the company and I will follow up tomorrow with a call to the general manager but I don't yet know how this will turn out. Stay tuned.

Patricia of New Rochelle, NY September 4, 2009

Fraud. Could you first please tell me what is a legal and legitimate contract? The form Terry S filled in has 1. no prices for items/accessories 2. the form states: bring accessories for homeowner to choose accessories, which means I had not even chosen what I want - other then the Bathseat I called for. 3. There is no labor cost charges on this form, so I do not know what is being charged for labor - because I was waiting for the bath seat information that I called for. 4. the is no start date - just Terry S estimated date. What is a legal and legitimate contract for legal business.

I called for a "bathseat" for my jettube for my disability. Terry S knew he could not provide this bathseat, but came to my home and mislead me into believing could. What is a legal contract for purchase and services (no purchase was made because Terry S could not provide the bathseat I requested, and no prices were written, no labor cost charges were written, no affim date was made, becaue I was waiting to hear about the "bathseat" I requested, which Bathfitters, Inc. could not provide. What constitute a contract? Please let me know.

1,400.00 deposit to hold a discount for a bath seat. 1. no prices listed 2. no labor cost charges listed 3. affirmed date for services 4. NO BATHSEAT CAN BE PROVIDED (which is what I called for to accomodate my disability.) Please let me know. Thank you. I can not cancel a contract if one does not exist.

Bonnie of Cupertino, CA August 30, 2009

I called the Bath Fitters because they advertised one day service and I would have a new looking bath tub in one day. I signed the contract on 3/2/9009. Todays date is August the 29th and it is still not completed. There is no communication in the Company. First of all the day I signed the contract he took pictures and measured but that was all. When they came into do the overlay they said they would have to change the pluming as the house is 40 years old.

They said it would be 1000.00 to do this and I said no as the sales man should have realized the problem. They said that they then would work around it then .

Five Appointments & 6 months later and it is still not done. The last time they came out I got a call that they would cut a hole in the wall and redo some of the pluming, fix the hole and paint it and I would not see the repair.No charge to me. So I said yes. Some one from the company came out did all that they said they would do. He said he could not paint it because the plaster was not dry and that there would be someone out the next day to paint it for me. No one came. And when he did finish his job he left the tub a mess and the new fixtures has a dry mixture on them. I am not going to get on my hands and knees to clean any tub for them. I just got another bill from them as I just put down a small down payment. I called them and left a message the work was not completed yet and that I was very upset with there company and the job was not finished yet. It still needs to be painted and cleaned up. I am very upset and would not recommend them or use them again.

David of Miami, FL August 25, 2009

My experience with Bathfitters was very good. The salesman was friendly, I was able to negotiate the price down a little bit (admittedly, the price was still pretty expensive) and then the installers came and put in the tub, surround and glass door in two days. The shower is very easy to clean and still looks like new and it was installed two years ago. I never have to worry about mold again!

Andy of Cary, NC August 21, 2009

We are very satisfied with the product and professional installation. After seeing their booth at a winter trade show, we contracted for a replacement shower for an existing tub/shower combo. They were very professional and did excellent work and after 3 months have had no problems. We contracted again to replace another tub/shower combo with a new tub/shower on August 14, 2009 and it was done perfectly. Maybe we were lucky because we got the lead installer of the franchise to do the work on both occasions. From what I have seen from complaints about BathFitter, it is poor installation. Again, we received excellent installation with a great product. Possibly this franchise is better than others that people have been using.

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