Complaints

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• Initial Complaint

  Date:02/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from.M******* a 24-inch brass grab bar 3 months ago. Paid in advance $820, an amount that included in a larger invoice for other work done on a bathroom remodel project. Tired of waiting for delivery, we ordered an identical grab bar on line. It arrived 2 days later. The delivered price was $98. M******* refuses to refund us $820, claiming the bar was special ordered and nonrefundable.

  Business Response

  Date: 02/28/2024

  At the completion of this high-end bathroom remodel, the homeowner’s son requested an additional 24” grab bar to keep in storage, in case it was ever needed in the future for his parents. This remodel was an aging-in-place project.

  The fixtures selected and installed in the updated bathroom are all made-to-order, solid brass fixtures in a French Gold finish, purchased from SPLASH in Cranberry Township. The original fixtures took four months to arrive, but we were aware of this turnaround time, and planned the start date in accordance with the arrival of the fixtures.  Before we start any job, we have all materials on deck.

  When the homeowner’s son asked for an additional grab bar to keep on hand for possible future use, we reminded him that these are made-to-order and take months to arrive. He still approved the purchase and cost. 

  This additional grab bar took three months to arrive. It was paid for on November 20, 2023 and delivered on February, 28th, 2024. In the interim, we updated them regularly to inform them of the status.

  This turnaround time did not impede the project, as the bathroom was complete with all grab bars already installed. This extra grab bar was a request, after the fact, only to be put in storage.

  Two weeks before this extra grab bar was to arrive, the homeowner notified us that he purchased a grab bar on Amazon, which he incorrectly believed was the same. In fact, it is a sub-par piece. It is not the same brand, finish, or quality. However, he demanded a refund for the French Gold grab bar. We explained that the grab bar is made-to-order and non-refundable.

  In order to appease the homeowner, we hand delivered their requested, extra grab bar once we received it, along with a check for a full refund. This goes against our Terms and Conditions, which the homeowner had reviewed and signed. These terms clearly state the following:

  "Once purchased, most items cannot be returned or cancelled. Requests to do so will be assessed on a per-item basis with no guarantee of return or cancellation. Custom items cannot be cancelled or returned."

  In 30 years of business, I have never received a complaint. I have almost 100 5-star reviews on Houzz.com. I have won the BBB Torch Award for Ethics twice and a runner-up once. I pride myself on my customer service and my ethics.