Kase Ztr
map-marker Fort Lauderdale, Florida

Bathfitter Install Deficiencies

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We had our new tub installed on 8/3/16 by Bathfitters. We waited 24 hours before taking a shower as instructed.

Immediately water leaked from the tub onto the entire second floor and through the downstairs ceiling. An inch of water leaked into the living room, damaging the rug, dining room and living room furniture base board and also filled the dining roof chandelier with water. I spoke with Todd, the local Bath Fitter Service Manager and all he did was send out a plumber who said the entire tub would have to be pulled out in order to repair the damage to the plumbing that was caused by the Bath Fitter installer. Todd advised me that they will not be responsible for all the water damage to the home and personal property.

The home only has one bathroom which cannot be used. I asked Todd to set my family up in a hotel and he declined that as well. They charge a great deal of money for their service.

However, when their poor work causes damage to your home, they are not willing to take responsibility. - Hector, Weston FL

Bath Fitter Reply:
Hello,

Thanks for writing and letting us know about this. We apologize for any inconveniences you may be facing. Please know that customer service is a top priority and we want to rectify this situation. We have passed this onto our corporate customer care team, where someone will address your concerns and contact you directly. If you have any further questions, please email customercare@bathfitter.com
View full review
Cons:
  • Installed damaged the plumbing
Reason of review:
Poor customer service
Loss:
$13000
Preferred solution:

Full refund

Anonymous
map-marker Buffalo, New York

Bath Fitter Bathroom Remodeling Review from Buffalo, New York

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Very expensive plastic that they call acrylic , what garbage !!! The plastic has cracked in the so called seamless corners and instead of fixing it they said it's ok and put a plastic corner shelf over the crack .

I'm so pissed and have been arguing with my wife over this costly plastic remodel , Bath Fitter has done nothing but cause issues in my home and when I try to talk to them I get no where!!! They told us they won't replace our cracked wall because it's repaired with the corner shelf what a joke !!!

Bath Fitter Reply:
Hello,

Thanks for writing and letting us know about this situation. Customer service is very important to us. We take this situation seriously and would like to rectify any issues you may be facing in your bathroom. This review has already been passed onto the corporate customer care team and your local branch will be contacted immediately to address your concerns. Please feel free to reach out and update us during the resolution process.

Thanks again!
View full review
Reason of review:
Bad quality
Anonymous
map-marker Quakertown, Pennsylvania

Many problems with Bath fitter

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My first problem started with Bath Fitter when our shower floor started cracking. The shower was done in 2001. By 2010, the floor was cracking. We called Bath Fitters because we 'thought' we had a lifetime warranty. We were informed that the lifetime warranty started after our work was done. Long story short, I had to pay a contractor $2000 to fix the floor.

Fast forward to now. The tub in our other bathroom that was installed by BF is now getting water down the side because the wall has separated from the tub. I called BF and no one has gotten back to me. I called the number that was given to me 1-80*-448-**** from the main BF number.

I left a voicemail. Hopefully, someone will get back to me soon.

I am very frustrated and just want it fixed.

Can anyone help or do I have to call a plumber???

Greg in Newtown Square, Pa.

Bath Fitter Reply:
Hi Greg, thank you for reaching and we apologize for the inconvenience you are facing. We would love to help make this right. You can reach out to our customer service team at customercare@bathfitter.com or contact your local branch directly at 888-680-1826. If you are still experiencing problems, feel free to leave your contact information so that we can reach out to you. Thank you again for expressing your concern.
View full review
Reason of review:
Bad quality
1 comment
Guest

Greg, thank you for posting this information. I hope you have had a response from Bath Fitter customer care department since you posted. Please let me know if you have not.

Concerned

Reader

Anonymous
map-marker Hamilton, Ontario

Hamilton, Ontario Install

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I have to say that when I lived in Oakville I had bathfitters in to do some work on my bathroom. The install was awesome.

I moved to Hamilton and i had bought a flip home where the tub was painted. Bathfitters installed a tub on top of the existing one. Problem 1 was that the existing tub had a cut off corner to allow passage to the toilet and sink.....that disappeared. I went from 1 foot passage to 8 inches.

Problem 2 was that there's a soft spot where the install doesn't connect with the original tub. The person that came to see what was needed failed to tell me I would lose space and the soft spot is an epic fail.

Bath Fitter Reply:
Hi Andrea, thank you so much for your review. We apologize for the inconvenience you are facing and would like to address this concern. Please call your local Hamilton branch at: 877-284-3887 so that they can help you or contact our customer service team at customercare@bathfitter.com. Thank you!
View full review
Reason of review:
Bad quality
Loss:
$500
Preferred solution:

Let the company propose a solution

Anonymous
map-marker Albuquerque, New Mexico

Bath Fitter - Review in Household Services category from Albuquerque, New Mexico

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Initially We were very satisfied wth everything, however, when the tub began to get dirty my wife and I scrubed and it seemed that we had gotten everything. Then as the months went the dirt seemed to accumalate more.

Now it is so dirty that nothng will touch it at all. For us this was a mistake that will cost us in the years to come.

Bath Fitter Reply:
Hi there, thank you so much for reaching out. We're sorry to hear the difficulty you're facing. Good news, Bath Fitter tubs are very easy to maintain! Please visit our site here: https://www.bathfitter.com/maintenance to find all of the approved and recommended cleaners. If you would like further assistance, please provide us with your contact information and your local branch would be happy to reach out and help.
View full review
Reason of review:
Bad quality
Anonymous
map-marker High Springs, Florida

Bath Fitter - Review in Household Services category from High Springs, Florida

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Just completed two bathrooms, couldn't be happier, from the salesman to the installers, a great experience. Would highly recommend them to anyone

Bath Fitter Reply:
Hi Rick, we're so thrilled to hear that you're happier with the product, installation, and our wonderful team. Thank you so much for writing and recommending us!
View full review
Reason of review:
Good quality
Anonymous
map-marker Astatula, Florida

Shower Stall Installation

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Well initially I felt this was going to be a great deal then the inevitable happened. The shower was installed - mostly - some parts missing will install when glass door and window are installed.

Initially told the door and window would be 4-5 days after shower - LIE #1 - office said salesperson should have told you 10 days. Well okay 10 days later get a call from the office - wrong door received will be another 10 days. Now 3 weeks later we are waiting to hear if the door and window have arrived for an installation. No compensation for my lose of time and use of shower.

It's like oh well you are stuck and we will get to you when we can! NOT A HAPPY EXPERIENCE - will not recommend.

Bath Fitter Reply:
Hi Melanie, thank you so much for writing. We apologize for the inconvenience and will be sure to pass your feedback to our team to make sure this does not happen again. Thank you again for sharing your experience with us.
View full review
Cons:
  • Delays in installation
Reason of review:
Problem with delivery
Loss:
$855
Cambry Fii
map-marker Maricopa, Arizona

Really dishearted customer

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On January 23, 2016 Bob Lindstrom came to our home to give us an estimate On a new tub and fixtures. We wanted to have one made and put over the old one. He told us that our tub was too old for that to be done. The home was built-in 2006. So we picked out a tub and fixtures. The total came to a little over $5000.

In March we get a call from Lois saying that the tub and fixtures were in, so we set a date for April 15 for installation. They said the serviceman would be there between 8 and 10 am. He was an hour late because the office sent him on a plumbing issue that was supposed to be on his way to our home. That issue took him an hour in the opposite direction. So now, its almost 2 hours later.

He gets here only to realize that the wrong tub had been ordered, so we had to set up another date. He came back on April 23rd and installed the tub but failed to ask how we wanted the shower rod. I told him I thought it was too low but he said it was at the standard height.I also said that I didn't think that the shower head was the one we ordered. After he left and I put up the curtain it hung on the bottom of the tub.

I looked fixtures up on-line and found the one that we had ordered. The next day I called and told Lois what had happened.She asked me if I couldn't just buy another curtain. I said no. She said they do not have plugs in stock to change the height of the rod. I told her well I guess you need to order them. I then told her that they put in the wrong fixtures. I told her to look on Bob's order sheet. She said said that Bob was no longer with the company and they didn't have his order sheet. She said she would check on these things and call me back that afternoon. It was 3 days later that she called.

We set the date for May 25th for the shower rod to be moved. Again she said that the serviceman would be there between 8 and 10am. At 10:15 I called and informed Chris that the man was not there. We had words. She assured me that he would be no more than an hour late. I was pissed! An hour and 15 minutes went by , I called and said that he was still not there. Chris went to get Jason(he said he was the GM). I told him all the things that we had gone through just to get this done. I told him he should refund me $1500.00 for all my trouble. He said that he would call back by Friday(May 27) I haven't heard from him. I truly thought that we had chosen a good company. I would really like to have a $1500 refund but I know that won't happen. I doubt I will ever hear from Jason again.

Bath Fitter Reply:
Hello,

Thanks so much for letting us know about this. We apologize for the inconvenience and would like to rectify the situation. If you could kindly email customercare@bathfitter.com detailing your experience, our corporate customer care team will be sure to contact your local branch and address this situation.
View full review
Cons:
  • Poor service
Reason of review:
Items 1,3 an d 4 above
Preferred solution:

Price reduction

Tane Jpg
map-marker Martinez, California

Full of timing issues, mistakes, and poor communication thus far

I placed an order for a Bath Fitter refit on April 1st through the San Leandro, CA branch. We scheduled our order with the expectation that our new bath would be installed by early May, before our daughter's first birthday party. After the initial consultation and sales visit, no other further visits or contact efforts were made from the sales rep.

After a month of hearing no updates or information (but getting charged our full 50% deposit anyway), we finally called the store during the first week of May. They assured us that they just got our order delivered that day and would be out the next week for the install. I accordingly made sure to take the time home from work and turn off our condo complex's water as per instruction--a feat in itself since it required us contacting our HOA, notifying our neighboring units 24 hours ahead of time, etc.

Our installer arrived on time that morning as scheduled, but brought in the tub sizer and discovered it was the wrong size. Apparently, we were told that Shams was supposed to have come back and completed final measurements to submit before the order was placed, but as I said, no further contact was made. The installer left assuring us that it would be taken care of ASAP, but it would probably be installed in a couple of weeks. That was two weeks ago now.

At this point we've had to pursue contacting the store at least twice trying to find out updates, despite promises to call us back and take care of things. Our latest update has simply been that they had to order the testers and would hopefully come in to test early next week, which means our "4 to 6 week at most" time frame that we were assured will be extended to more than two months before we even get measured for our new tub. All while the company has a $2500 deposit that they're sitting on, and us nothing to show for it. Not to mention that we opted to finance the remainder with their credit offer, which puts more money in their pocket as the interest is charged.

To add to the frustration, we submitted this to their E-mail, customercare@***.com, and had it immediately bounce back as undeliverable to the E-mail address it bounced to, NTrimble@***.com.

At this point we're seriously considering check on their local competition if they're not willing to take steps to rectify things soon.

Bath Fitter Reply:
Hello,

Thank you so much for letting us know about this. Customer service is very important to us and we apologize for any inconvenience this may have caused you. Please send a follow up email to customercare@bathfitter.com and we will make sure that your concerns are addressed immediately by our corporate customer care team.
View full review
Pros:
  • Installer professional
Cons:
  • Delays in installation
  • Lack of communication
Reason of review:
Problem with delivery
Loss:
$4912
Preferred solution:

Price reduction

Anonymous
map-marker Fairfield, Connecticut

Bathfitter Milford ct May 2016 Poor Service unrealistic delivery dates

I make an order, they tell me they can install in 3-4 weeks, once my 50% deposit (I will never do that again) clears, then they tell me installation date is pushed 7 weeks, making date of order to date of install, over 2 and a half months. that's ridiculous.

Then they tell me that my ability to cancel order is done, that expires 3 days after I signed. yet I have received nothing, had nothing installed, and have a bathroom, with issue that won't be fixed for another 8 weeks. Totally unacceptable. Serves me right for not reading the fine print.

Then I call and call to see if there is a way to expedite. No one returns my calls or emails. Very disappointed in their service. so now I have a problem bathroom that at best has a install date of mid July.

and no one returns my calls to find a solution or option to expedite. ridiculous.

Bath Fitter Reply:
Hello,

Thank you for writing and letting us know. Customer service is very important to us and we would like to resolve this situation. Please email customercare@bathfitter.com detailing your location and experience and our corporate customer care team will be able to address your concerns.

Thank you.
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Thornhill, Ontario

It took two and a half months to get our tub installed

Measurements were taken for a tub & surround on Mar 2, 2016. Due to the small bathroom a two-piece tub was ordered, with installation scheduled for April 28 2016, a lengthy wait but we thought it would be worth it.

We would be listing our home for sale as soon as the bathroom was done. On April 28 the installers arrived & said the wrong tub was sent, a one-piece tub, by mistake but they proceeded to install the tub enclosure. When I called their office I was told I would have to wait 12 MORE DAYS for our tub. On May 10 I spoke with the owner of the franchise who offered nothing more than an apology.

I suggested a price adjustment but was refused, as she said they offer the best possible price from the start. For this we paid $3000.00.

For just the tub & surrounding wall.

Bath Fitter Reply:
Hello,

Thanks for writing. We apologize for the inconvenience. Customer service is very important to us and we would to rectify the situation. If you could please email customercare@bathfitter.com detailing your experience and informing us of your location, our corporate customer care team will address your concerns.

Thank you
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Wilkes Barre, Pennsylvania

Suggestion to "add" some sort of hangers for shower head while sitting down to shower as another option for customers as a permanent fixture

I just wanted to bring to your attention how difficult it is for me to sit down to shower and have nowhere to put the shower head for easy access for washing/rinsing, except for leaving it on the floor of the shower. This poses a very dangerous position because the seat is now soapy and I have to reach down numerous times for the shower head with a high risk of falling off the seat, and being I'm handicapped, God knows how long I would be there until someone found me if I was injured.

It occurred to me there should be a PERMANENT FIXTURE of some sort added to your kits to hang the shower head from NEAR THE SEAT for people that have to sit, with easy access for use while showering, would make the whole experience a LOT safer. I hope you will consider my idea with your company executives and thank you for your attention to this matter.

Bath Fitter Reply:
Hello, Thank you for writing. We take customer suggestions seriously and will definitely pass this onto our corporate customer care team. If you could kindly email customercare@bathfitter.com detailing your idea, that would be greatly appreciated. Thank you.
View full review
Pros:
  • Fast attention i recieved with an issue
Reason of review:
Good customer service
Anonymous
map-marker Mount Airy, Maryland

Bath Fitter Water Line Repair Review

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Bath Fitter Water Line Repair Review

These guys are the best! Months after they installed our bathroom.

We called them for a water leak in our living room. The ceiling was falling. They sent 2 guys out right away at 9 pm at night! They found that the leak was no fault of there's.

It was a water line going to the vanity in the bathroom. Even know the water leake was not there fault. They fixed our leak! With no charge to us!

They went above and beyond what was expected. They are outstanding!

Bath Fitter Reply:
Hello,

Thank you for your feedback. We appreciate your positive words! If you could be so kind as to message us back letting us know which branch you used, we’ll pass on the positive review to that Bath Fitter.

Thanks
View full review
Reason of review:
Fast order processing
Kahlyn Auz
map-marker Cedar Rapids, Iowa

Bath Fitter NIGHTMARE

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Our Bath Fitter nightmare started in August, 2015. We hired them over the summer after meeting with a salesman.

We were very impressed with the product and the fact they could complete the job in one day. This was very appealing as we only have one shower for 6 people in our small home. We wanted a product that would last for the life of our home with what appeared to be a great warranty and be easy to clean. The sales guy told us that the shower wall would shrink slightly because we wanted a tile pattern so it would be just a little short.

He assured us the installer would add a piece of trim to fill in the gap. We were also extremely worried about caulk and did not want much. The sales guy told us the ONLY place there would be caulk would be where the seam of the tub met the wall. Otherwise, he said everything would be trimmed out with a decorative trim.

We signed and waited eagerly for the call. We couldn't wait to cover up our old porcelain tub and get new walls and fixtures. The young guy came to our home at the end of August. My husband met him at our home because we wanted to make sure that our shower curtain was hung at the appropriate height - the sales guy made a note for the installer to discuss this with us before starting the job.

The guy took all day and into the early evening. When I returned from work, he was on his way out the door. I went into the bathroom and was appalled by what I saw. Not only was the shower curtain way too high and looked ridiculous but it appeared that the guy had opened the caulk tube with a large knife and caulked huge beads of caulk (some more than an inch thick) around everything.

We even had caulk up the corners of the wall which were supposed to be seamless. But nothing prepared us for what he did at the top of the wall to fill in the gap. He had taken two pieces of acrylic and glued them up above with gobs of caulk. It looked like a 2 year old had done it.

There were black marks on the wall which appeared to be marks for cutting or drilling which would not come off. There was caulk on the ceiling and all over the walls surrounding the tub and shower wall. The man clearly did not know what he was doing. We also discovered that our tub drained VERY slowly no matter what we did.

I wanted to cry. I immediately got on their website and filed a complaint. We did not hear from them so my husband called a few days later. This call started a series of Bath Fitter employees that came to our house over the course of several months to try to fix the problem.

Each time someone came, my husband took off from work, came home, explained the problem, and got lots of nods and "oh we are so sorry" comments. They would assure us the problem would be taken care of immediately. They would pass along the complaint, call us to make an appointment to have it fixed, and then someone would come out to fix the problems. Every time Bath Fitter called to schedule an appt, the person had no idea what it was for.

We would have workers show up unprepared to do what needed to be done which meant we had to schedule yet another appointment. One guy came out to remove and recaulk the walls. He also cut the wall lower and replaced it with an ugly flat piece of acrylic. He had to stop when he discovered why the caulk had been put in the corners - the installer had marked the acrylic to bend it but forgot to clean the marks off before heating it thus melting the marks into the wall FOREVER.

He had tried to cover his awful workmanship. The guy who came to fix it stopped working after he had already spent hours removing caulk and said it all had to be ripped out and redone. This was in October. My bathroom sat like that until March 2016 - with caulk missing, pieces of acrylic wall hanging, etc.

We were so embarrassed that we would not allow family to come stay with us over the holidays. They claimed they were waiting for an experienced installer to do the job. They said we could just put a new wall over the old wall as they had done that in the past. We said we wanted it all ripped out as we did not know if the guy had made mistakes we could not see.

We had multiple people come and say they would be the one fixing the job and we would never see them again. Remember - each time these people came, my husband had to *** work to meet them at our home. In December (we insisted he come after work when both of us could be present), another guy came out and said he would fix the plumbing at no charge and would have someone repaint our bathroom since the walls had been so damaged from the install (we insisted they take care of this). He never showed up again or contacted us like he said he would.

Finally, in March, almost exactly 7 months from the original installation date, we had an "expert" come out and fix our bathroom. Of course, this time, it would take 2 days for them to fix it because of the tear out. I took a day off from work so I could stay home and watch every step. He again asked why we would not just glue the new wall over the old one.

We told him we wanted it all removed. He pushed on the wall before removing it and discovered it was not adhered properly (good thing we insisted on removal and not covering). He also showed us that the curtain rod was not installed properly and it was too high. When they removed the walls, he showed me that the guy had used too few adhesive strips and had not used the additional adhesive that is expected too.

He also showed me that the wall the second guy had attached was also not properly attached to the wall. He took care of the removal and the installation. He also took care of the plumbing for the drain. He wondered why it was not on the original order as the drain trap for the tub was not for a tub but for a sink.

He replaced this so our tub would drain. Finally, we had a tub and shower wall. We insisted they pay for the new paint for the bathroom and hire someone to paint. They had a guy who had done that type of work in the past come to our house to paint a couple weeks later.

When they called to schedule, true to Bath Fitter form, no one had communicated what needed to be done so they were only scheduling for 2 hours for paint touch up. My husband explained it was a full paint job, and it took several days for them to get back to us after checking to schedule the job. Of course, it didn't cover in one coat. We had to ask for the guy to come back.

Again, Bath Fitter had no idea what they were scheduling and scheduled some random guy who knew nothing about painting and showed up without any tools. We are still waiting for the room to be finished. It is now April.

This company is horrible. Their biggest problem is their lack of communication and their willingness to send out installers that are not fully trained.

They have no consistent message - everyone who came through our home had a different idea as to how it should be fixed. Bath Fitter should have put our home on a priority list and not completed any new installs in our area until ours was complete. We wish we would never have done this and could have our old tub back. And - easy cleaning - that's a joke.

We have to scrub the tub to get the soap *** off - Windex and vinegar does not cut it. Our old tub was easier to clean. One day install - that's the biggest joke of all. We have missed countless numbers of hours waiting at our home for them to come only to find out that they sent the wrong guy, no materials, no tools, insufficient information, etc.

They owe us money for violating their own contract. We want to be done with this mess and never ever see them again. Every time I see their commercials on tv, I just want to scream! They are expensive and misleading.

At this point, we just want our money back so we can put the money away when we have to hire someone to rip it all out when it fails in the future. We have no faith in their product or the people that run this company at all!!!!!

Bath Fitter Reply:
Hello,

Thank you for letting us know. We apologize for the inconvenience and would like to do our best to rectify the situation. If you could kindly email customercare@bathfitter.com detailing your situation, our corporate customer care team will be able to address your concerns.

Thank you.
View full review
Cons:
  • Too hard to clean
  • Too long to repair
  • Customer service
Reason of review:
Poor customer service
Loss:
$6110
Preferred solution:

Full refund

Anonymous

Who are you?

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After spending $18,000 on three bathroom (yes I'm apparently ***), one leaked, damaged sub-flooring. Had one assessment from Bath-Fitters but apparently they did not like what the out-come was.

Sending out a second person (TBD). This room has been in limbo for over a month and now because of the 2nd assessment, probably another 3 weeks. Speaking with the initial sales contact to try and resolve the issue, at one point of the conversation he tried to say we were part for the delay! Very difficult to have calls returned.

We had a family member tell us to stay away from this company, from their past experience. I now suggest the same.

Bath Fitter Reply:
Hello, Thank you for writing. We apologize for any inconvenience and take customer service very seriously. Please inform us of any updates that have happened regarding your Bath Fitter and with any further questions email customercare@bathfitter.com. Thank you
View full review
Reason of review:
Damaged or defective
Preferred solution:

Let the company propose a solution