Anonymous
map-marker Beaverton, Oregon

Poor customer communication

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We ordered our shower stall in February to the tune of 7,600. It is now April 17th, and we haven't heard a thing from them.

I called to ask if my product is in and I was told that, YES, it's in. I waited to hear from them and after three days, I had to call to ask about my product again. I was told that they will call me to schedule my installation. Once

again, they didn't tell me WHEN they will call.

At this point, I would cancel my order, but they took a deposit.

I will

write again to tell you about my experience with Bathfitters, if and when they call me.

Bath Fitter Reply:
Hi Susan,
Thank you for letting us know about some of these communication issues you’ve had. We apologize for this experience so far. We’d like to help resolve these communication issues and get your installation completed as soon as possible. Please email our national customer care team at customercare@bathfitter.com, so that our team can contact your local office. Thanks again!
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Cons:
  • Customer service
Reason of review:
Order processing issue
Loss:
$2302
Preferred solution:

Deliver product or service ordered

Elroy Rfu
map-marker Winston Salem, North Carolina

Poor Response to Mishap During Installation of My Shower

03/28, 15 was the date Bath Fitters came to my home to install a 2nd floor walk in shower. My hot water line was cut and water came through the ceiling and light fixture in my kitchen.

Although I called the sales person who assured me that I would be taken care of as of today, April 13, 2015 I have not been contacted.

I called the general manager who assured me that he would investigate the incident and call me with in a few days. I have waited 3 days and have not received a return call as of yet. I called the Greensboro office again today. I was told that the general manager was in Florida for two weeks.

It was necessary for a water restoration company to come to my home via my request the day of the incident. The flooring in the upstairs bathroom also will have to be replaced.

Bath Fitter Reply:
Hi Frank,
Thank you for letting us know about his. We’re sorry you haven’t had a good experience up to this point, but we’d like to help resolve these issues. Please email our customer care team at customercare@bathfitter.com with your information, and our team will contact your local office. Thanks again.
View full review
Reason of review:
Poor customer service
Loss:
$3000
Preferred solution:

Full refund

Ehan Suu

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Verified Reviewer
| map-marker Kingstree, South Carolina

Shower Falling Apart.

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I installed Bath fitter shower in 2007 and it took more than two days to completed the job, which they will tell you they can do it in one day, that is so not true. Here is the thing that got me, when they are finished with the job they tell you have a Lifetime Warranty (Not True).

It all looks good once they are finished, but my shower is falling apart, the shower doors will fall off the hinges after a couple of years and they don't tell you that the doors only have a five year warranty, but here is the thing they will fix it, if you allow them to send someone out for $75.00 for coming and then $75.00 an hour. Now I am having to take the shower doors off because I can't find the parts and put up a shower rob with shower curtain. Bath Fitter is not a good business to deal with, if you are in the process of installing one, I would encouraged you not to it is a rip off. I paid almost $4,000.00 for the shower and it is now falling apart.

I am sorry that I ever installed it now.

Bath Fitter Reply:
Hi Eric,
We’re sorry to hear about your experience so far. We always work to resolve issues as quickly as possible. Please email customercare@bathfitter.com with your information, so that our national customer care team can contact your local office and help fix any problems you’re facing. Thank you.
View full review
Cons:
  • Customer service
  • Warranty service fee
  • Customer service recover
Reason of review:
Warranty issue
Loss:
$4000
Anonymous
map-marker Edmonton, Alberta

Bath Fitter - Review in Household Services category from Edmonton, Alberta

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Awful. It was a horrible experience!

Bath Fitter Reply:
Hi Marnie- We’re sorry to hear that you’ve had a bad experience. We always want to get as much information as possible, so that our customer care team can contact your local office. Please email customercare@bathfitter.com with your information and the issues you’re experiencing, so that we can help resolve these problems. Thank you.
View full review
Reason of review:
Poor customer service
Schneur Wxs
map-marker Lutz, Florida

Spent $15000 for two baths and parts were defective on one. Waiting a month with multiple missed appointments for repair.

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Installation was great but when chrome starting peeling within 2 months of installation on the shower enclosure and the glass doors came off the rollers, the company was contacted and arrangements were made to repair the issues. We waited 2 weeks for the parts and the scheduling.

I took a day off and the installer never showed. After multiple calls to them we were rewarded with yet another date for repair. This time the installer didn't show and we were again left in the lurch. The excuse was a "fender bender".

We were promised at that point another reschedule for 3 days later and again no call, no show. Again we call the office and were unable to speak to anyone in charge as they are all at corporate meetings this week.

It is not only frustrating but unethical and bad business. I would not recommend this privately owned franchise for any reason.They give poor customer service and appear to be only interested in the sale despite all the assurances that their materials are guaranteed for as long as you own the home.

Bath Fitter Reply:
Thanks, Steve. We saw your previous note on Consumer Affairs, and we appreciate you reaching out here as well. Our customer care team is in the process of contacting your local office. We will continue to monitor your situation to make sure everything is ultimately resolved ASAP. Thank you again for your patience.
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Pros:
  • Installer
Cons:
  • Customer service
Reason of review:
Poor customer service
Loss:
$1000
Preferred solution:

Deliver product or service ordered

Anonymous
map-marker Vancouver, Washington

Didn't have a chance to experience Bath Fitters as the price jumped 28% in just two weeks!

Had an in-home estimate just before the holidays. Sounded good -- just what I was looking for.

Asked him to e-mail me the written estimate so we could get started. After two weeks with no response I asked again. Got an immediate written bid then for $477 MORE than his verbal bid just two weeks earlier. When I asked "why" he replied Bath Fitters just had a major price increase.

Hard to believe. Anyhow, I am going to one of their competitors. Probably will get as good a job, but without the spectacular price increases!

Too bad. I was really looking forward to a new shower pan -- at $1,000 the price was pretty steep, but at $1,477 it was just too much money.

Bath Fitter Reply:
Hi Karen, thank you for your feedback. We’re sorry to hear you’re not moving forward with Bath Fitter, but we understand different factors play into your decision. Each Bath Fitter installation is different and we work to give each customer the best, most customized option possible. Thanks again and please reach out to your local office if you have any further questions.
View full review
Cons:
  • Final price was way more than bid
Reason of review:
Pricing issue
Preferred solution:

Just wanted to give my local company some honest feed-back. Don't want anything in return.

Anonymous
map-marker Post Falls, Idaho

Beware! Seattle Bathfitter

My parents live in the Seattle area & had the Bathfitter sales person out after seeing them at a show, they told them how their one piece system was so much better than the rest. My parents made the worst decision and got suckered into buying.

It was promise after promise. They ended up with cheap looking shower. Plastic trim pieces that covered the edges. They did not tell them that it had plastic trim pieces that covered the edges and one has been coming off since day one.

Have not been able to get them to call us back. Buyer beware, Bath fitter is not what they tell you it is. Ask to see pictures of the plastic molding that they use.

We got Scammed. Thanks Bath fitter!

Bath Fitter Reply:
Hi, thank you for letting us know about these issues regarding your parents’ shower installation. We’re sorry that they haven’t had a good experience so far, but we always work fix any problems and be as available as possible. Please have your parents email our national customer care team at customercare@bathfitter.com with the order information and the problems experienced. Our team will contact their local office and work to quickly resolve any of these issues. Thanks again.
View full review
Reason of review:
Bad quality
Anonymous
map-marker Brooklyn, New York

Customer service and installation

once you get the right tech and the right customer service person, all is great. do not rely on the salespersons, once they have your check, they don't do a thing.

insist with customer service, you will get a good professional who will resolve any issue. save the name and contact info for future reference and for referrals. the product is terrific and is designed to last. in my opinion, if you have the option, go for a reglazing.

if you don't have that option, Bath Fitter is a great solution. After getting the new liner, I replaced the vanity and added a medicine cabinet and the bathroom looks like a total reno. Very pleased. I like the solid look, no grout imitation, cleans in a jiffy with Lysol.

Do keep an eye on the silicone seams.

you may need chlorine bleach there from time to time. other than that, i love it.

Bath Fitter Reply:
Hi, thank you for letting us know about your experience. We’re glad that you’re pleased with your Bath Fitter installation! If you ever have any questions or concerns, please email our national customer care team at customercare@bathfitter.com. Thanks again!
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Reason of review:
Good customer service
Anonymous
map-marker Salem, New Jersey

Bath Fitter - Sales Representative Review from Salem, New Jersey

I do a background check on everyone who enters my parents house and the rep had felony charges against him. You can't trust anyone. Watch out for Nick Zullo from Delaware new jersey area.

Bath Fitter Reply:
Hi, thank you reaching out about this. We never want our customers to feel uncomfortable at any step of the Bath Fitter process. We are in the process of gathering more information, so that we can properly address your concern. Thanks again.
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Synia Fhw
map-marker Elgin, Illinois

Bath Fitter trying to charge fee to honor warranty after product fails a second time...

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April 2006 Bath Fitter replaced our fiberglass tub with a shallow tub base and then the tub liner and surround ( the fiberglass tub was totally removed). When a year or two later there was water getting between the base and the liner the entire shebang was removed and replaced, under warranty, for free.

Now there is a visible crack in the tub liner, so I again called BF, upset that AGAIN we'd have to have them come out and replace their defective product (still under warranty at least)...only to be told there was now a $75 service charge to have someone come out and look at the crack.

Excuse me, I do not have $75 to spare to pay for a BF person to come out and look at their defective product, that is under warranty! I am not asking anyone to "service" the product - I am asking it to be replaced under BF's own warranty! If BF needs to come look at it first, fine, makes sense - but do not charge me for it!

PS when we first talked to a sales rep in our home she did inform us that since we had a fiberglass tub unit it would have to be removed and replaced with a basic iron tub over which the BF product would go. We did not get this in writing, and each time (original installation and first replacement) a shallow tub base has been used, not a "real" tub, which I think might be part of why it keeps failing. Which might mean BF should NOT take on jobs involving fiberglass tubs in the first place.

Bath Fitter Reply:
Hi Jody, thank you for reaching out about this. We’re sorry you’ve had difficulty with your Bath Fitter installation. We’d like to learn more about the situation, so that our national customer care team can contact your local office. Please email customercare@bathfitter.com with your information, and we will work to resolve this issue.
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Pros:
  • Installer professional
Cons:
  • Warranty service fee
Reason of review:
Damaged or defective
Loss:
$3268
Preferred solution:

Deliver product or service ordered

Anonymous

Tragedy of Errors

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Nothing went right. After waiting 6 weeks for product to be made, the vanity, medicine cabinet and light bar were mismatched in color.

Everything had been removed so without part of bathroom for another 4 weeks. Delivered with light bar antique brass and all other hardware of brushed nickel. Told that it only came that way. Shower pressure off on cold and it was fine with old shower.

Told it was now an issue with my water main and not from Bathfitters and would need to pay for the plumbing for it to be fixed. What a rip off. Customer service deplorable and no acceptance of any fault at all..

Never ever will I give a recommendation for this product. Lesson learned about next day installs.

Bath Fitter Reply:
Hi, thank you for letting us know about your experience. We’d like to learn more about this situation. Please email us at customercare@bathfitter.com with more information, so that we can contact your local office and work to resolve these issues. Thanks, again.
View full review
Cons:
  • Customer service recover
Reason of review:
Poor customer service
Preferred solution:

Deliver product or service ordered

Anonymous

High pressure, seal the deal, free estimate

The intake department made it sound like I would get a free estimate that was just that -- he said you don't have to do the work now, a lot of people wait and have it done within the year. Then when the salesman came at 7pm and didn't leave until 9pm because he wanted the contract signed that night.

I'm a single parent and had my son to get ready to put to bed.

So be prepared...if I had known I would have scheduled it for Sat. I must say he was very nice and polite, but he just wouldn't give up....I guess that's what salesmen are supposed to do!

Bath Fitter Reply:
Thank you for reaching out about this. We’re sorry you did not have a good experience and we always work to address concerns like this. If you’d like, we encourage you to email us at customercare@bathfitter.com with more information regarding your situation, so that we can contact the local office you dealt with.
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Anonymous
map-marker New Lenox, Illinois

Warranty scam

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Had a shower pan and wall surround installed 3 years ago by Bath Fitters. There is now a leal and I called for service under the Lifetime Warranty.

I was informed that there is a $95 charge for them to come out to look at it. This charge applies whether the problem ends up being their unit and/or installation or whether it is another issue.

I could understand the charge if it turns out to be other than their unit, but feel that it is deceiving if it an issue with their unit. I would not do business with them again.

Bath Fitter Reply:
Hi John, thanks for reaching out. We’d like to learn to more about the situation. Please email our customer care team at customercare@bathfitter.com and we can contact your local Bath Fitter office in order to address the issue.
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Reason of review:
Not as described/ advertised
Preferred solution:

Let the company propose a solution

Nadiya Ylb

Two liners installed and no cigar

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Updated by user Sep 17, 2014

The company sent someone to assess the issue and got it resolved to my satisfaction. Consumers just be proactive and make sure you talk to the right people in customer care.

Original review Sep 11, 2014

I got the customer care email from a rep who was kind enough to respond to my post on Facebook. I got a liner replaced in July of this year. Great installation except for a gash by the drain. Sent the Long Island outfit of BF photos and they assessed that the liner had to be replaced. Three weeks later, last Monday, a tech with the new liner arrived. He was about half hour late –passed the two hour window. Started working. Was quite sloppy. He not only didn’t install the liner properly, it is not levelled, there is silicone all over, bended the wall liner molding and fill it with so much silicone that looks like a cream puff, and the drain is at an angle and not centered. To make things even better, the sides of the tub have a give. Yes. You can feel the tub giving in to your weight when you stand by the borders and close to the drain. Talking about the drain, it flows slower than before, making your shower experience not so good when you have water to your ankles. The silicone seems are about an inch wide, the tech used his finger to even out the material and left huge seems instead of the usual quarter inch. This, is cosmetic , but still needs to be resolved. The tech was in such a hurry that he had me sign the paperwork before he was done. He used WD40 on the tiles, also, he broke one of the tiles as well, am talking the real tiles not the liner. And wd40 on the floor. I almost broke a leg by skidding on it. He was disrespectful to me, to you and to his work. He ruined my bathroom. He did a substandard installation.

Furthermore, the BF Long Island office, specifically a woman named Liz, rejects my calls, refuses to come to the phone, does not return my calls or emails and shows no respect for urgency or people’s schedule. Told her I needed someone before the 15th, but, I guess because this installation is “on the house” because the first and second techs did not do their jobs the way they were supposed to, she feels I can wait and oblige by their date book. I told her that the 15th was not good. She has been ignoring my request as of this time.

I really need a tech to come over Friday or Saturday, if nothing can be done, Monday, but with a specific time, not a window. This has to be resolved. I did mention this rep Liz that Bathfitter will be made responsible for any leaks resulting of the current installation. Is my opinion that she really does not seem to care about the customer or the firm.

Can someone take care of my problem? In short: assess what is wrong with the angled drain, not leveled liner, liner that gives in when bearing weight on it, ruined molding and sloppy silicone application.

I do hope this issues get resolved very soon.

Thank you.

Bath Fitter Reply:
Hi Felicia, we’re glad that all your issues were resolved to your satisfaction. We appreciate your patience and if you have any other questions or concerns, please email us at customercare@bathfitter.com.
View full review
Reason of review:
Not as described/ advertised
Loss:
$1600
Preferred solution:

Let the company propose a solution

Anonymous
map-marker Port Charlotte, Florida

Put me in a shower that does not drain by its self. Water runs to other end from drain.

I told the man he was doing it wrong. He would not pay any mind to me.

that was 2008 and I still have to push the water to the drain,from other end of shower. I hate this shower. takes longer to get the water out than it takes to shower.I tell everone that will listen not to buy Bathfitters. I contacted by phone the Bathfitters in Florida that installed it.

Her answer was to bad. I got paid Im done.this shower is a pain.

What else can I say. It does not drain right and Bathfitters should have made it right when told it does not drain right.But you don't care that Im 64 and my husband is 70 and this is hard on us.Just what else can I say.

Bath Fitter Reply:
Hi Richard, thank you for notifying us about the issues with your shower. We are currently looking into this situation and will be contacting your local office. If you would like to contact our customer service team, please email customercare@bathfitter.com. We will be in touch with you shortly, thanks for your patience.
View full review
Loss:
$5000
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