Complain about a product or service

Bath Fitters

Steven of Chambersburg PA (08/19/08)
Not sure how Bath Fitters get away with false advertisement but it is a shame.They say about how cheap they are and the say 50% saving over others. Well I had an estimate done today for a shower not a bath and shower but just a shower. The price was $5,950. 6 thousand for a replacement shower they got to be out of their minds. Trust me they will never see my business what a joke.

James of Cincinnati OH (07/23/08)
I would like to report that Bath Fitter has made good on its promise and a check for $25.00 has been received by the folks who referred the company to us. We have always been satisfied with the work performed by Bath Fitter and only wish they had responded in a more timely manner to our requests for the referral fee.

Sylvia of Fayetteville NC (07/16/08)
In response to my initial complaint, Bath Fitters regional manager Scott Kennedy called to try and solve my problems. Within 24 hours of the initial complaint's internet post, the Cary office called with a date and time to fix the caulking job around the tub (which is what should have done in the first place instead of telling me to stick duct tape over the part that lacked caulk). The lady in the office then stated the manager wanted to speak with me. He asked about the complaint that was posted and wanted to make the situation better.

Bath Fitter came out to my house the following week on I believe it was 7/10/08 and caulked the area that needed to be done. The regional manager from Charlotte was here and the another gentleman from the Raleigh area. The regional manager stated the office lady was just looking out for my best interest when she told me to put duct tape over the area and I stated that's what lit my fuse, if she would have given me an appointment time right off the bat, I probably wouldn't have written the first complaint. After all the problems I had with the intital installation and the rudeness of the installer when they had to come back after Thanksgiving, being told to put duct tape over the area got me rather upset.

The regional manager also offered a few free items, for my retraction of the complaint (these items were just small upgrades from what was already purchased). He also offered to take out the shower doors that were over $725 including tax plus installation fee to make my bathtub seem larger but did not offer to refund the amount paid for the doors.

Bath Fitters arrived at my home today 7/15/08 to fix a few more of my issues. The problem still remains they can't/won't do anything about the tub being so narrow and that is the main issue. They stated the tub I have is the largest style they carry. Another is that it drains too slowly, with water filling up the bottom of the tub over the tops of my feet during a shower and the bottom of the tub remains wet over 12 hours after usage unless it is dried out by hand with a towel.

All in all they did their best to make me happy but I'm still stuck with a tub that's too small and I'm not happy with. The majority of Americans are somewhat overweight....

James of Cincinnati OH (07/12/08)
When we were discussing the contract for our installation, the sales representative asked how we heard about their company. We explained that we had been referred by another customer. The sales rep said that person would receive a $25.00 referral check. We provided all the information, including name, address, where the installation was made. We also told him the customer had recently sold the property, citing that the sale price was increased by the addition of the new bathroom. We gave him the new address of the people who referred the company to us.

Our installation was done in early March, 2008. No check was ever been sent to them. We called the sales rep and he once again confirmed that the referring customer should be receiving a check.

We later followed up with Bathfitter, going to the Sharonville location, taking a typed form with all this same information for them to use to follow up. They told us the home office had to take care of this. We asked them to call us with an update. To date, we have not heard from Bathfitter and the check has not been sent to the referring customer. Bathfitter wanted full payment when our installation was completed. We did this. Yet, they have failed to live up to their promise of issuing this check to the referring customer. We do not approve of this business pratice and think something should be done to protect other consumers.

No harmful consequences - just dishonest business practice.

Sylvia of Fayetteville NC (06/25/08)
Last year in April 07, my mother had Greg from Bath Fitter come to her house with the catalogs so she could have the bath in her rental house remodeled. I am her daughter and live in the rental house. We chose the bath room style, color, shower and faucet, etc. I had specific questions I asked Mr. Wood and his answers turned out not to be true. I specifically asked if the bath tub was wider than what was being replaced and he said yes definitely, then took out his tape measure to measure the tub. The bathroom was actually installed the end of Oct 07.

Once the tub was installed I discovered it is about 4-6 inches or more narrow on the inside. There are these arm rests that serve no purpose & take up too much space. I am not pleased with the tub but they refused to replace it or return it so I could buy another one. The Wainscoating on the wall with my sink and toilet did not meet the floor by about 3/4 inch in some places, they had to put up the framing material they use around windows as a baseboard. Since it is plastic, it collects dust and debris horribly and looks even worse. But at least it was fixed.

BATH FITTER DOES NOT DO ELECTRICAL!! They took down the light over my medicine cabinet but refused to install another one, I had to install my light myself and they would not relocate the box for it a couple inches higher than the original. I had to call & find an electrician to come without an appointment, short notice at a cost of 95.00 for 10 minutes work. The installers left their heavy tools on top of my new sink and left dents and scratches in the finish. The installer stated they get paid by commission only so it was apparent they use less materials to save money and make more commission. The caulking job is horrible. It is so thin you can see through the caulk. Some places didn't get caulked at all. They are having to come back to repair one area of the tub that the caulk was so scant, there's a space between the bottom wall and the tub.

The installer even wanted to cover up my bathroom window so I would have yet another charge to install an exhaust fan, it would have saved him time and materials and gave him more commission. My toilet seat had chips in it after they were done using it as a work bench, this I replaced & they were told to reimburse me, which they did. The installer left debris in my bath tub drain. I have lived in this house close to 9 years at the time of installation, and I have never had to use a drain opener on the bath tub. Within 2 weeks the drain was clogged. Whatever is in the drain remains there, I have used Draino Gel twice to get some of the pipe open, it needs to be snaked out, yet another bill thanks to Bath Fitter.

After the installation was completed (I was told it would take 2 days and it took 4, then one to come back) the installer left my carport in a mess, there was plastic shavings from the Wainscoating all over the driveway, cigarette butts all over the concrete and in my flower beds, wet cardboard boxes that had been rained on, shop towels, etc all over because he was in such a hurry to get to his next job, he waisted too much time on this one for over $10,000 I might add.

With the lack of caulk on the opposite wall of the shower head and the space where there is no caulk, a shower would get in the crack & cause mold & damage. I am not a tiny person, nor am I extremely overweight, this tub is way too narrow for the average person. It should have been disclosed that Bath Fitter does not do electrical. Also, I should not have had to install the light over the medicine chest, I am not an electrician. If they can take it down, they could have put another one up.

Ronnie of New Rochelle NY (06/10/08)
I had my bath tub converted into a shower by Bath Fitter on June 3rd and 4th and I was aware that this was a two day process. After the installation I spoke with the Bath Fitter regional Manager about my concerns and he listened and set up an appointment to come and review the situation. I feel that a two way communication system is the most effective way that differences can be resolved and that Bath Fitter , a reputable company, will do the right thing.

Gail of New Rochelle NY (06/10/08)
I am retracting my statements on Bathfitters because they have responded to our needs. I wrote in the heat of the moment because it was an exhausting ordeal. The manager is coming to the apartment to try to rectify the errors. I am very pleased with their service.

Gail of New Rochelle NY (06/05/08)
Bath fitters seems to be a sham! The shower is slippery and a senior citizen can slip off of its cheap seat in the shower. They charged my senior citizen parents, in their 80's, $6200. They did a HOrrible job. First, they sent one jerk of a man, who stayed over 6 hours one day, destroying the bathtub, and their bathroom carpet floor. My oparents have to pay over $300 to replace the floor!! Second, the second day, this guy stayed over ten hours intheir 2 room apartment to finish the installation. It was a nightmare. My parents almost collapsed from his presence in their bathroom. What a disgusting shoddy operation.

The salesman is smooth talking. We already payed him $2000 dollars up front. We owe him another $4200 hundred dollars. He might have to see me in small claims court, in light of what I am reading on line. They also told my parents not to try the shower, because the calking had to dry. YET THEY WANTED $4200 UP FRONT!!!! The jerk contractor finished at 8:45 PM. My senior parents were half asleep, amnd those bastards expected them to pay $4200 for a job that could not be assessed.

At this point, I am not paying them another penny. I actually called to settle the bill, and they have not returned my phone call. I am quite livid at this operation at this point, and would NOT recomend them. Until I resolve this bill and aggravation, I can not reccomend them. If they compensate for the destruction of a tile and the bathroom wall to wall carpet on my parent's floor, worth about $500, I will reconsider. However, the 10 page reviews of problems are making me very wary that my parents will soon be exoeriencing problems with this shoddy construction project.

Does it meet the ADA standards?? The contractor said it did, but who can believe that jerk, whom I tipped $20! Beware of Btahfitters is my warning. To date, no manager has called me to discuss the current situation. I decided to meet them in court, unless they renegotiate a fair price for their shoddy job.

Cindy of Vacaville CA (05/30/08)
Bath Fitters advertises that they received necessary materials in 6-8 weeks and then it takes them one day to install everything. Ours have become a 5 month headache. We order our new walk in shower. After 8 weeks I left a couple messages requesting an update on the material. I finally got a call back and our bath was scheduled (10 weeks after order). The night before the install we received a call that the bottom pan had been cracked and would have to be reordered. This was going to take a week. I thanked them and then ended up leaving messages for the next 4 weeks.

Finaly got in touch with someone on a Friday who stated that the warehouse forgot to send our floor pan out. They could request it to be fed X'd out, but didn't want to pay for that and it may take another week. I told them to pay the fedX charge or I would cancel the bathroom. They stated I signed a contract and I read the contract piece that they already broke and I had a right to cancel. Low and Behold, that afternoon the piece was in the shop and they called to come out. I was told that due to my job being special they would come out on a Saturday to put it in so we would not have to waste vacation time. But in doing this, they would like to come out during an evening to take out the old shower. On Thursday (going onto the 15th week), they came out and ripped out our shower.

We lived like that until Saturday when we got out next surprise. We received a phone call of a subcontractor to come out and measure our shower to order the shower doors which would take 10-14 days! I got very upset since they did not at anytime tell us that this was not with the shower. The Bath Fitter installer came in and installed the shower. One note, be careful since the materials used are very slick. So now we looked at a shower we could not use for 2 more weeks. Finally the doors came in and installed.

Our first shower was awful since they mixed the hot and cold water up and now have to come back out to fix that. In requesting some kind of a refund, we were offered an extra shower head (not sure what to do with two of them). We finally got $150 back for all this headache and it is still not over. I expected more for a $5,000 install.

Christine of Marlborough MA (05/10/08)
We had a shower stall installed by Bath Fitter in August 2000. The drain is not centered over existing drain. There became a mold problem within the caulking that I could not remove. Bath Fitter came out and recaulked, however, did not have an explanation as to why the mold was appearing.

The mold is back and not removable, it's within the caulking. The floor of the shower has a huge crack and water is leaking underneath. There are huge gaps where the seems are separating around the shower door frame.

Cydney of Charlotte NC (05/01/08)
My husband and I heard that Bath Fitters was a good company with a good product that's backed up with a Lifetime Warranty. The sales rep that came to our house seemed very knowledgable and articulate and answered our questions with confidence and professionalism.

I was concerned about any fumes or offgasing from adhesives or caulking or cleaning agents they used to prep with. We were told they used an acid wash on the existing tiles to clean any residual soap scum, mildew, etc., had a strong odor, as did the adhesives and caulking, but all would dissipate within a day or two. It lasted 9 days, even with having fans on and windows open, 24/7.

The finished unit did not turn out how it was described to look. The drain looked like something a child try to install and the water did not drain completely from our shower, leaving standing water around the perimeter.

The branch manager was contacted and he came out to our house to assess our complaints and he admitted that the installation was done incorrectly, but wanted us to be happy with the product and have another unit installed the right way OVER the one they already installed. He told us he didn't understand why the fumes lasted so long, that they had never had that complaint before but couldn't guarantee it wouldn't happen again if we allowed them to put another unit in.

Also...we were told the sales rep that came out to our house that we signed the contract with was no longer with the company. When the sales rep initially came out to our house, he made several comments that led us to believe that he had been with the company for a long time, and went to work for Bath Fitters after he had one installed in his house because he believed in the product...but it turned out he was only with the company for a couple of weeks and that would explain why he never returned our calls after someone had to come back out a few days later to remeasure our bathroom.

We were misled on many things about this product and the installation and the branch manager has agreed to let us out of our contract, will reimburse our deposit, and will remove the installation, but leaving our shower in an unusable state. They seemed to want to move forward quickly to install a new unit, but taking their time to remove it and we are having a housefull of out of town company in 6 weeks.

Jayne of N. Fort Myers FL (04/25/08)
I worked for BathFitter, and was shorted 10 hours of my wages, I,ve called,and faxed documentation of my log time and pay chekcks and my requests for my wages owed have been ignored, some company....

Sabrina of St-Eustache, Canada (04/24/08)
Response to Robert from Burgaw NC (03/06/08) We are the Bath Fitter location in North Carolina referred to by Robert. We are proud of our team of employees, all of whom have gone through our rigorous background check process and our 6-week training program. It is our policy to hire only licensed plumbers for our plumber positions. We regret that we were unable to offer Robert a position and wish him the best in his continued job search.

Susannah of White Plains NY (04/13/08)
My husband and I signed a contract for a rebath on our upstairs bathroom, as well as liner to go over our existing tiled wall for the remainder of the bathroom.

The installer arrived as planned but couldn't work out how to drain the pipes so left two times and we had to get a plumber out to show him how to turn on the shower tap to drain the pipe! That put him half a day behind so only half the bath was completed and he had to come back the next day. However, when he came back to finish the tub and the rest of the room, the wrong product had been ordered for the walls, so we had to reschedule for the balance of the bathroom.

One week later, on the scheduled date, the installer never arrived - apparently he had forgotten to file our folder where it was supposed to be filed, and we had to be rescheduled AGAIN.

A few days later, finally, we had our beautiful finished bathroom, completed with new installed vanity and sink. Except that it wasn't so beautiful if you looked closely. The caulking was messing and uneven, the liner on the walls didn't meet up at the joints, and the caulk on the bath wasn't done 100%. Not to mention that the caulking on our newly installed vanity and sink was skimpy to say the least, and the liner had been cut incorrectly for the pipes, so when you looked inside the vanity you could see through to the old tiles!

Oh well, we thought - at least we had a functional bathroom, and vastly improved from before. At least so we thought. Two days later we decided to try out the bathtub - two baths in one morning for our kids - one hour later there were bubbles on our kitchen ceiling directly underneath the bathroom, then drips, and then a couple of gallons of water came through our kitchen ceiling ultimately resulting in a hole 18 x 48 and the destruction of our surrounding wallpaper.

The installer came out and after much running of water and peering through the vast hole in our ceiling, announced cheerily that, yes, he had not sealed the tub properly. He claimed to seal the tub and left, promising to talk to his manager about getting our ceiling fixed.

This is the state of our situation so far and from reading other people's stories, now I'm panicking. When you tread in the tub you can feel it give way in certain spots, even though our contract claims that the Bath Fitter liner is an exact mold of the existing tub - it obviously isn't. What else is going to happen? How bad is this going to get?

Our kitchen ceiling was destroyed (18 x 48 had to be taken down. The wood is soaked through and the plaster came down. Our wallpaper on the walls came down. We already paid a handyman to help us clean up the mess as it happened, and now we are going to have to pay someone to come and fix this HUGE gaping hole in our kitchen. We don't trust Bath Fitter to do it right, and what if this happens again? In addition, the work they did in the bathroom is messy and shoddy - it is an embarrassment to show people, and since we are trying to sell our house, this is a major problem for us. We have no money left because this was a major renovation for us. We just don't know what to do.

Gene of China Grove NC (04/09/08)
Bathfitter took out the tub and replaced it with a walk in shower for my mother back in March of 2008. We had several quotes for the job and Bathfitter (Wayne Allen) was about $1000.00 cheaper than any quote we had. We bought the job from Bathfitter. We are VERY HAPPY with the job Bathfitter performed.

The new shower is perfect and helped my mom so very much. The install, product, and quality was exactly like Wayne (Estimater) described. We are very thrilled with the finished product and would recommend Bathfitter and Wayne Allen to anyone seeking a bath remodel.

We actually saved money over other quotations and feel we received a superior product. The install took only one day and saved me money in that regard as well. I highly recommend Bathfitter and their Estimator, Wayne A (very honest and upfront) to anyone. GREAT JOB!

Mike of Flemington, NJ (03/31/08)
In early December Bathfitter installed a tub and walls, new hardware, faucet, drain, etc. The 2nd week, when my wife started to take a bath, water started leaking through my living room ceiling.

A week later a tech came out and said the end cap was never caulked and that should take care of it.  It didn't do the job and now we have water spots on our ceiling. Last week another guy came out for about 5 minutes.  He caulked the drain and re-caulked the endcap, and said to wait 24 hours before a shower.

We waited more than a day, but it started leaking when we showered and this time it was worse.  I left two nasty messages and this week they will try to figure out what they did wrong.

Robert of Burgaw NC (03/06/08)
As a state lic. plumber I responded to an ad for a job with Bathfitters.. After much running around and drug screens, background checks and interviews, I was informed that I would need to come in and sign my state license over to bathfitters. I was also told that I would not be able to even do volunteer work for my church anymore, only bathfitters. What it evidently amounted to was for these people to be able to say that they have licensed plumbers, which this state requires.So that means that this particular branch presently has no licensed plumber at the present time..At the time I was told I had the job it was by a manager named Joel who told me he had only been with this co. for 90 days, and when I called back on following Monday I was told that Joel was no longer with the co.The receptionist had only been with them for 4 months and there is an ad in the local newspaper for installers now..Just by reading the local papers, it is plain that this co. has a large employee turnover rate. their site advertises certified installers... Certified by WHO?

After much time spent trying for this job I would in no way take a job with this outfit, nor will I take any work with the customers that I already have, trying to correct problems caused by these people. they plainly do not have employees, with years of experience..especially after reading consumer problems caused by this co.

Mona of Amityville NY (03/03/08)
Bath Fitter's first priority is customer service. Any customer who needs service should contact me directly at the corporate office so that we can address any of your concerns. Thank you. Customer Service Manager Bath Fitter.

Pat of Staten Island NY (02/16/08)
Shoddyy work. The acrylic "gives" where the foam wasn't placed over existing tile. It leaks into kitchen leaving stain marks on 1st floor. The mirror corroded where glue was applied. Caulking is messy. It looks like the quick fix that should have never happened.

Anna of Bronx NY (02/11/08)
I had a bathtub liner and wall done by bath fitters. I was told by mr. stafford that he had to move my faucet in the tub to do this. I did not want to move it, but he said he could not put the liner in the way the faucet was. I asked if the persons doing the job were qualified to do plumbing and he said it would be no problem. I said are you sure because I cannot afford to spend another penny, the job cost me $3550. I had to sell bonds to do this job cause I am a senior citizen on a fixed income.

When the guy who did the job left, I asked him to try the faucet and for me and make sure everything was ok, he told me that he could not run the water at this time because the glue behind the tub had to dry first. I also asked him if he was a plumber also and he said no. Well of course when I tried it 24 hrs later, the shower faucets were leaking and would not stop, they were working perfect before they touched it. I called terry and the office several times. Terry came over and like he did with others told me the same old story, the house is old, the faucets are old, they cannot do anything about it. He told me I had to call a plumber to have it fixed. I told him that this was his responsibility, the faucet worked just fine before they touched it. Like I said, I cannot afford to call a plumber at this time. Why do they even touch plumbing if they are not qualified to do so? I have not heard from anyone so far, I left another message on their answering machine at the office. It looks fine on the outside but don't look behind it. They are not a reputable business, so buyer beware.

Donna of Norfolk VA (02/05/08)
Beware all independent women who own your own home. Bath Fitter will take an hour of your time utilizing slimy hard sell approaches wrapped in a coupon waving soft sell environment. "Oh, I'm sorry - your husband must be here for this presentation."  My husband is not the one making the final decision about this remodel. It doesn't matter. They said, "Technically I cannot give this estimate unless I have both homeowners here."  I said, Great since I am the ONLY homeowner. This is MY house & MY name is the only one on the mortgage. They said, Sorry, I could really get in trouble for this. When will your husband be home? I said, Listen - If I decide to go with Bath Fitter then you will be getting a check from ME. My name will be the only one on the check. Not my husband's.

Please let me note that I am a well established, professional 35 yr old who is on her 3rd home. I'm also a business owner of 10 years who is from New York City. Somehow my newly married status (of 6mo) suddenly makes me a baffling idiot! I didn't realize that I would be teleported back to the 1950's! Beware that if you have a coupon - it is only good if you agree to use their services ON THE SPOT. They may even offer you another discount if they can plant a sign in your yard. AGAIN- only if you SIGN ON THE SPOT. 

As soon as I told the sales woman that I would NOT be making any final decision today - her demeanor completely changed. Sales lady went from happy, lovely & personable to pit bull salesman selling snake oil. If Bath Fitter is such a great product then why do they have to pressure the heck out of you to buy? The bath/tub replacement was 6k. Last time I checked this is a decent sum of money. Who hands over a check like that without considering options & getting other price estimates? Awful, awful & frustrating experience for this female homeowner.

Robert of Bronx NY (01/26/08)
In November of 2006, I contracted to have a tub removed and a full-length enclosed shower installed. Included would be two shelves, a shower head and a hand held shower head. I agreed to the work after being assured by both sales reps that all the work carried a lifetime warranty. They proceeded to inform my wife and me that as long as we owned the house, the work was under warranty. The installer, Chris, did a satisfactory job.

In August of 2007, the bracket for the hand held shower came loose, and I called Bath Fitter and spoke with Mark. He said he would send someone to check it out. The installer who came to the house said that this happens frequently with this particular bracket. He said he would explain to Mark exactly what the problem was. Mark called the next day and proceeded to inform me that Bath Fitter was not responsible and that I would have to contact Moen (the manufacturer) and get a replacement part. I questioned Bath Fitters lifetime warranty and was informed that my wife and I must have misunderstood the sales reps. Bath Fitter is responsible for the acrylic products only, not the plumbing, the installation or the hardware used. The total job cost $7000, maybe $3000 of which was acrylic. As of today the shelf is about to fall off from the wall of the shower.

Deborah of Highland Park NJ (01/26/08)
My unpleasant experience with Bath Fitters (NJ) is not nearly as severe as the troubles others have reported. Still, my experiences with them have been sub-par. Difficulty in scheduling: I signed my contract in October 2007. They could not schedule an installation until January 2008. I purposely arranged to stay home from work on the day of the installation. That morning, BF called and canceled, as the worker did not come in. I rescheduled for the following week. About ten minutes after the installation person arrived at my home, he received a phone call from BF and had to attend to some other responsibility - and left my house. Another day that I took off work, yet no bathtub. Finally, in late January, the installation team finally came and installed my tub. They did a seemingly fine job, other than the curtain rod is the wrong size.

Lack of response to flooding: Shortly after the workers left my home, I noticed my bathroom toilet leaking. It has not leaked once in the past six years, so this must be related to the BF work. I have called BF four times already, and have not received one call back. If they had a dram of skill in the area of customer service, they would have called pack ASAP and deployed a plumber to my home. I am waiting to hear back, while pots catching water are sitting on my bathroom floor's sopping tile.

Although my complaints do not warrant a BBB investigation, it speaks to the poor level of customer service and ineffective operations at Bath Fitters. Tubs installed in a day? Perhaps their new ad campaign should say: "Tubs installed within 3 months, if we get around to it. And, have towels and a mop ready to clean up after us."

Debra of Scarsdale NY (01/17/08)
The purpose of this letter is reaffirm my dissatisfaction with the service Bath Fitter has provided to my family. We followed every step to ensure that we were making the correct decision regarding installing a Bath Fitter tub liner to our bathroom. Terry Strafford, Factory Representative, came to our apartment on December 11, 2007 to educate us on the process and procedures for installing a tub liner in our bathroom. He followed the sales pitch very closely but FAILED to alert us to the problems that could possibly occur during installation i.e. faulty installation, messy uneven caulking.

On January 9, 2008, Bath Fitter installed a bathtub and through the negligence of the installer, the drain pipe was broken causing significant damage and resulted in my having to hire a plumber to fix the damage. Upon entry to our apartment the installer immediately addressed his concern about being able to install the tub. My husband was told that the shelving units in the tub would need to be BROKEN in order to place the tub liner in the tub. I immediately called Terry Strafford to voice my concern. He called the installer to correct the problem. After prepping the tub and installing the liner, we learned that the drain pipe was broken. The installer packed his tools and left the premises (leaving a mess behind). Terry Stafford began to spin a web of lies to me. He insisted that the installer did not speak to him until after the tub had successfully been installed. He also insisted that he properly informed us about the possibility of drain pipe breakage. When Terry was in our home he did tell us that the pipe could break, BUT he also told us it is an easy fix and nothing to worry about, 1 in 30 chance of happening. He claimed the installer has a conversation with the building Superintendent confirming that the damage was due to old pipes. My husband, Leo, was present during all conversations and this was never discussed. It is obvious that he is not properly educated to answer questions regarding this possibility. He recanted his sales pitch and tried to sell me the idea of this happening because it is an old building. To the best of my knowledge, Bath Fitters are never installed on a NEW tub in a NEW Building. They are installed over tubs that are in old buildings.

We have lost a day of pay from having to stay home to wait for a plumber, we were forced to remove tile that was brand new to allow access to the pipe, we had to hire a professional to re-tile the floor and reconnect our sink and vanity. An installer was supposed to be sent to our apartment after the plumber fixed the pipe to reconnect the drain. At 4pm I was told that he would be there in an hour. 3 hours later and I was left with nothing to do but ask the plumber to reconnect the drain. The facts don't lie. The installer was not trained properly which caused the break in the pipe. Upon entering our apartment, he did not know how to install the tub with out breaking the ceramic shelving that is currently in the shower. Terry Strafford, Factory Representative, was called to remedy the solution. He offered guidance to the installer. Guidance that he later tried to tell us was never given. The job was messy, and unprofessional and we are not satisfied.

Mary of Rochester NY (01/16/08)
They never sealed the tub the correct way. I had a leak that totally ruined my laundry shoot and the downstairs bathroom ceiling. Bath Fitters are only repairing half of it and leaving me with the rest to repair. The workmanship is horrible, leaving me with a hole in the wall because they refuse to fix the laundry shoot. I am a single parent trying to better my home, and now I am stuck with numerous repairs and still paying for this product. I need help!

Wall damage: from the second floor to the basement. Ceiling: instead of doing the whole thing, it's half done and nothing painted. The money involved to repair it myself will be costly. And I owe $1900.00 on the tub. What a joke.

Bonnie of Staten Island, NY (01/12/08)
A couple of years ago we purchased an entire bathroom from Bath Fitters.  I had a problem after one year where water was getting in between the original tub and the enclosure.  The tub was like walking on a wet sponge.  After a number of phone calls and a number of missed appointments, they finally came out and took the water out of the center of the two tubs.  Now, a few months later, I am having the same problem.

I told Bath Fitters, before I purchased the enclosure, that I had a mold problem in that bathroom.  They promised me that with their product I would never have to worry about that again.  Well, after water getting between the two tubs I am seriously worried. 

I wish I could rip out the whole thing.

Rekayi of Brooklyn NY (12/12/07)
I received the BathFitter flier that boasted of bathroon remodeling in one day. I contracted with them on 6/26/07 for that service and of course it took longer because of a missing tub shoe that was not ordered. At the completion of the project, the shower doors were somehow not available and that was in August of 2007. I spoke with the sales and mangement people. No resolution, no follow-up calls. Finally I received a call on 12/12/07 about payment.

They contracted to do a job in 24hrs. They left me without a shower door for months and I receive a phone saying we noticed a folder with an incomplete job. They delayed other busy contracters in completing their work and cost me time off from work. Still unable to reschedule with the other contractors for this small job. My apartment was supposed to be sold and the delays cost me my asking price.

Annette of Tarrytown NY (12/09/07)
I had a bathfitter liner and tub installed on 10/23/2007, and the job has yet to be completed along with many other problems. First, the measurements that were taken of my original tub were incorrect; therefore, the tub that was forcably installed does not fit well. There were air pockets in between the new tub and the original, and now those pockets have filled up with water which gives the floor of my tub/ shower a spongy feel.

Secondly the end cap was not placed on my tub, so I have a hole at the end in which the original tub can be seen. Thirdly, right below my bathtub is my kitchen and now I have started to notice that when the tub is being used water leaks down into my kitchen.

I have called numerous times to confirm a date for someone to come a fix these problems. However, when I am given a date for repair, no one arrives, nor do they call to explain. I have been strung along since October. My parents had a Bathfitter installed when the company first came out, and their bathroom looked nice with no problems, so I thought I would try it for my only bathroom. It is obvious from my experience and reading the negative experiences of others that the company has gone downhill.

Nancy of Pawtucket, RI (12/09/07)
In Sept 2007 notified Bath Fitter of water between the layers of my tub.  I was told to wait till water reaches the drain.  I notified them in October that the water was leaking into cellar.  A tech came out to repair the problem but did not have a shop vac or other tools to repair it.  The tech damaged the liner by prying the liner from tub.

We keep chalking the tub but the chalking never seems to set.  My sub flooring is damaged and my cellar ceiling has falling down.

Rita of Ocala FL (12/04/07)
I am writing this on behalf of my mother-in law. In Jan/Feb 2007 she had Bath Fitters install a new liner in her bath tub because she did not want to replace the tile to install a new tub. This is the second bathroom used by her mother (who is 90yrs old) and a guest. In November 2007, it was noted that water was collecting in between layers creating an unsafe surface for my mother to be standing on, very spongy. We notified Bath Fitters of the issue and they sent a person out to extract and restick the liner. In trying to remove the liner several of the tiles and a portion of the wall was broken. He then stopped work and contacted his supervisor. We were informed that Tim would be out in a few days to speak with us. Tim showed up on Nov 14th and informed us that to repair this with his materials and suggested that the shower valve be replaced and also that shower grab bars and soap dish would cost $ 2,210.00. He was not willing to bear the entire cost and would split the cost with her. This was written up on an formal estimate. The price for a new shower valve was $500.00, shower grab bars (2) for $180.00, wall cover $1,200.00, window trim $250.00, and double shelf for shower $80.00. The point of putting the liner in was to save the tile, since this is no longer a good reason, there is no reason to keep the bath tub. She no longer needs the liner. We have requested a refund for the liner and cost for repairing the wall, and putting up new tile. I sent an email requesting a refund of $2,700.00, Again, she no longer needs the liner to save the tile. The liner was $1,300.00, proper repair of the wall $600.00 and new tile $600.00. The fact that he would even suggest that she pay anything concerns me with regards to other retired seniors that may not understand what options they have.

I took the opportunity to research the repair by other contractors, and replacement cost againest Bathfitter's costs. To repair the wall properly the labor is $450-$600, plus tile for $600 for a suitable replacement. This is the price for Bathfitters walls alone, with no extra cost for the window. I found direct replacement shower valves for $70.00, shower grab bars for less than $25.00. To replace the bath tub, since the tile will have to be removed and to repair the wall will cost $1,400.00, The liner cost $1,300.00. Tim has called and informed me that they will repair the wall with tile, and restick the liner. The fact that he tried to have my mother in law pay for anything, and the fact that he was gouging his prices gives me no comfort in his offer. It is not our fault that the liner was not installed correctly and ruined the tile. Now the tile is ruined, and the walls must be repaired. So she wants to install a new tub. I have a copy of the estimate, and the email requesting refund.

James of Conway, SC (11/29/07)
Their one day service has turned into almost three months, and the job is still not completed.

We had a tub installed that does not have the proper end cap. They promised to call numerous times for a completion date but have not done so. We made several trips to their office and spoke to the salesman and manager .

We paid for the job that was never completed.

Alice of Silver Spring MD (11/23/07)

I believe I have been overcharged for the work I want done to my bathroom.  Everyone I have talked to that used Bath Fitter told me that the price that was quoted to them was much less than my quote and my bathroom is extra small.  I have paid $4,600 already to Bath Fitter and an additional payment is needed when they finish the work.  They haven't even started yet.  I need help on finding out if I'm being overchanged.  I am a senior citizen who lives by myself and want to know before they come in to do the work.

Lorraine of Fairview PA (09/24/07)
I was working with the estimator and decided to go ahead with the installation of a new tub, wall and ceiling. The downpayment was $850.00. However I wished to wait 6 or so weeks before having the work done in my home. She asked me for a small deposit to hold the date. SO on 8/16/07 I signed the contract and gave her $250.00 to hold the date of 9/25/07. She assured me products do not get ordered until the full deposit is paid. I called the estimator on 8/28/07 (7 business days after I gave her my check) to ask for my deposit back and that I had to cancel the installation for an undetermined time due to unforeseen circumstances that had occured.

SInce I had only paid a small deposit to hold the date, I did not think that would be a problem. She said she had to talk to admin. Two days later she called to say they had ordered my tub and I could not get my deposit back. I demanded to talk to the owner. Sue Leonard called me back the next day. She said my tub was ordered weeks ago, which was not possible since they only had my check for 7 business days. I explained the small deposit to hold the date only, but she did not want to hear that. I asked for the purchase order and date it was ordered and delivered. She refused to give me that. Had the estimator not asked for the small deposit to hold the date, I would not have given her a deposit or signed the contract until the first week of September, and would have avoided all this.

I was mislead by the estimator regarding this small deposit and I requested my deposit back from Ms Leonard. She was rude and not willing to discuss the situation or negotiate returning some of my money. I am a single person and that $250.00 is alot of money to me.

The company responds:
In order to maintain our customer's good will, we returned her $250 deposit to her on September 29, 2007.

We believe that there was an unfortunate misunderstanding between Ms. L and our staff. While we will occasionally take a less than full deposit to reserve an installation date and give our customers time to move funds around to complete the payment of a full deposit, our contract clearly states that it may be cancelled only within three days of signing. Ms. L signed the back of her contract that carries the Terms and Conditions of the sale of which #1 is the cancellation clause. However, Ms. Loper didn't inform us that she wished to cancel until 10 days after signing. By that time, we considered the job sold and her custom-made goods had been ordered.

Because the matter was not clear to Ms. Loper, we decided to refund her deposit and we trust that this has brought the matter to a satisfactory close.

Richard of Park Forest IL (09/15/07)
Placed on order with Bathfitter on 7-9-07 for tub/wall installation with a $500 deposit. Finally received a call in late August and set up an appointment for 9-11-07. I came home from work on 9-10-07 to find a call from Bathfitter that they had to cancel the installation(this was less than 24 hrs) I had already taken a personal day from(not something that can be taken back). I was told there was no back up installer. I asked to speak to the manager-she claimed that he was out of town. So no installation as promised-no manager to speak to..Asked for someone beside her to call on Tuesday. I sat around til noon-no call until my wife called around 4 o'clock and got the same run around as I did on Monday. After she called, message then left on the machine from Bathfitter. I called Wednesday morning and left a message. It's Saturday and no return call has been received. I called this morning and left a message and again no return call has been received. They claim one day istallation- they had their one day chance and blew it. Now I'm sitting & waiting til when? And it will cost me a second day off of work. Where does one turn- Better Business?

John of Staten Island NY (01/12/06)
On 9/28/05 Bath Fitter installed material over my existing main shower area located above my kitchen. On 11/22/05, I reported to them that the shower drain was leaking through my kitchen ceiling. They sent a repariman on 11/23/05 who patched the drain. On 1/3/06 I reported that the drain was again leaking through the kitchen ceiling. On 1/4/06 a Bath Fitter repairman came & again patched the drain. He also told us not to use the shower for 24 hours. On 1/9/06 I used the shower for the first time since the 2nd repair & I noticed that the shower basin was filling up with water & it was not draining properly. I immediately proceeded down to my kitchen to find water leaking from the ceiling & the light fixture.

On 1/11/06 Dave (Asst Mgr from Bath Fitter) came to my home and told my wife that the shower basin had to be removed, drain repaired, kitchen ceiling replaced & possibly the flouresant ceiling fixture which also may have water damage. He also stated that he would call my wife later in the day to set the date & time repairs were to be made. He did not call therfore I went to their store on 1/12/06. I was told that Dave had an emergency & was referred to Antoine. I explained what Dave had said & I told Antoine that I did not want anymore patchwork. He advised me that he will come to my home with a repairman at 8:30 am on 1/13/06 to review the problem.

I also told him that because the shower basin was raised to accommodate the shower doors they also installed, the material appears to be disintregrating under the basin & going down the drain causing it to clog. It also clogged the bathroom sink therefore neither the shower or sink is useable.

The initial cost was $4,000.00 charged by Bath Fitter but now after being repaired twice, I have a ruined kitchen ceiling, possibly ruined kitchen light fixture & extreme inconvenience not having a usable main shower & bathroom sink.

Bill of East Hartford CT (01/26/03)
We had bathfitters franchise Bath Solutions LLC remodel our tub+shower. They did a great job -- nice tempered glass, fameless shower doors. On 01-15-2003 after we all had taken showers my wife was brushing her hair at the sink when she heard a cracking noise. She turned to find the shower door spontaneously shattering and spraying broken glass everywhere. She threw her hands over her face and ran out of the bathroom. She only received minor defense lacerations on her hands.

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