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Bath Fitter offers acrylic bathtub liners, acrylic shower bases and seamless bath wall systems.
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A BBB Accredited Business since
BBB has determined that Bath Fitter meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Bath Fitter include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. Jeffrey Schiavi, Manager Ms. Gail Weatherby, President Ms. Donna Buckley, Office Manager Mr. Jim Kononchuk, Operations Manager
Bathroom Remodeling Bathtubs & Sinks - Repair & Refinish Bath Liners Bathroom Accessories Baths - Equipment & Supplies Shower Doors & Enclosures Kitchen & Bath - Design & Remodeling Residential Remodelers (NAICS: 236118)
Alternate Business NamesBath Solutions of Central Connecticut, Inc.
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Additional Phone Numbers
- (800) 892-2847(Phone)
- (877) 355-8555(Phone)
- (860) 388-3963 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: We purchased our ********** home 3/6/15. It had been vacant for two years prior to our purchase. A bath fitter unit was installed on 9/2/14. Our first night there we noticed an active leak into the basement when showering. The plumber came out stating the fixtures were not properly sealed when the unit was installed. The plumber resealed, retested, and the leak was still present. They stated they would need access to the leak meaning Bath Fitter would need to come out and peel back part of the unit. I called Bath Fitter to inquire about the warranty which I was told was non transferrable to new owners despite the home being vacant from the time of installation to the time we occupied the home. I then asked to speak with the owner, ****. I let her know of the plumbers concerns with the lack of steps taken during install and I was immediately shut down by her saying "Well I guess you should get someone to fix that for you" Knowing that I needed to get the leak fixed I requested a cost from **** which she could not provide me with until she spoke with her technician. She called me back stating the cost would be $425. I requested at that time a breakdown of how the cost was determined and she stated she did not know, it is the technician that gave her that amount. Bath Fitter peeled back part of the unit and our plumber repaired the leak. Bath Fitter left after peeling back the unit to go to another job in ********* and returned later in the afternoon once they were finished with that job to reapply the shower wall. The plumber found that the leak was caused by over tightening of a compression fitting and at the time of the installation. Also no permit was taken out through the town when Bath Fitter had there plumber come out during the original install. Bath Fitter was at our home for a total of 2 hours 5 minutes which comes out to roughly $200 an hour. I was told they would not guarantee/warranty the work they did. The receipt given to me also did not provide a breakdown of how the cost was determined. It also stated the date of the estimate not the date the job was done. I reached out via email to the Operations Manager *** ********* stating my concerns and he did not acknowledge any of my concerns. He sent me a breakdown of the cost. I was charged $150 travel fee from ***** ******* to ********** and $125 return trip charge from ********* to ********** among other charges. This is very concerning as **** being the owner would have knowledge if the business actually had set travel fees which she should/could have disclosed to me at the time I requested the breakdown. It is also very concerning that no one would provide me with a breakdown until after the job was completed knowing I was hardpressed with an active leak and that it needed to be fixed. I strongly believe I was taken advantage of by ****. I feel the cost was made up on a whim once they realized I wouldnt give up on getting a breakdown of the $425 cost and after the inappropriate way **** spoke with me after I stated my concerns I do feel she embellished the cost excessively. I do not deny that I would have to pay something for the work to be done by Bath Fitter but to not give a consumer an itemized breakdown of work to be done being the owner of the company nonetheless is extremely unprofessional and questionable. Then to find out that the bulk of the cost is travel fees which should be a set standard for the company and yet the owner is unable to disclose that is also questionable.
Desired Settlement: I strongly feel that I am entitled to a partial refund of the $425 total cost of services. I do feel as though the travel fees should be refunded to me since they were not disclosed when I specifically requested a breakdown of charges. A owner of the company should be aware of travel fees set by their own company and do what is necessary to provide a consumer with itemized breakdown of services to be rendered when requested.
As far as the comment about using their plumber. They asked for me to pay their plumber $100 instead of the plumber suggested to us by ******** **** ****** who already knew the situation. So it clearly did NOT save me any money like they suggested in their response.
To reiterate, I strongly believe I am entitled to ALL travel charges to be refunded to me. Travel charges for a company would be a set fee for all customers and **** would surely know this information as she is the owner of the franchise. She deliberately kept this information from me. Also upon her not furnishing a breakdown of the cost it was also not listed on the receipt upon completion of the job. No one would furnish this information to when I asked until AFTER the job was completed.
Furthermore, ***** did call asking if I already paid the $100 to *********** stating if i hadn't I could just pay their plumber the $100 fee instead which I did not feel comfortable with and denied. Again, to say she did not go over pricing is false as she was fishing for another $100.
And yes I DID in fact receive a receipt in which I needed to make my own notations because the hand written notes from the technician for the mornings work in which he wanted me to sign was suspicious. This receipt did not state a breakdown of charges either. To say "we did our best to help" is laughable. Yes I called numerous time and numerous times I was treated unprofessionally. I do not dispute that I would be responsible for paying to have Bath Fitter remove and reapply part of the unit but I am NOT responsible for set travel fees to and from as they were not disclosed when I specifically asked for a breakdown which again **** did not obtain as requested. I was also not responsible for chasing someone down when I had already informed **** a breakdown was needed and expected. To say it was an after thought on my part is yet another fabricated statement by the company.
The technician stated they use an outside plumber during installations. With respect to that no permit was taken out with the town and I have parts removed by our plumber as proof of improper parts used by Bath Fitters plumber causing the leak.
If a resolution is not met I WILL move forward with this in every avenue as my story is and will remain truthful and the same throughout unlike Bath Fitters responses. I will not back down and I will continue to invest my time until this is made right. I know for a fact that I was taken advantage of by **** and her company. At no time during any conversation with anyone involved at the franchise was it pleasant. There is a lack of communication and respect from this company entirely.
With repeated unsuccessful efforts to resolve and explain in detail the facts in this matter; we have turned this over to our attorney.
I will continue to dispute Bath Fitters unprofessionalism and falsified responses. As stated repeatedly I do not dispute having to pay for the labor BUT I absolutely dispute the travel fees undisclosed to me when specifically asked.
|3/4/2013||Problems with Product/Service|