ComplaintsforBath Fitter of Vancouver & Greater Vancouver Areas

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had a shower, tub enclosure installed a couple years ago just before Covid hit. At the time they told us there was a life time warranty. The sales person was insistent that everything was guaranteed that is why we chose them. The tub started leaking into the basement tub a while ago, not sure when. Once we found the leak it took us a while to isolate it. Tried testing it under different scenarios and couldn't get it to leak. It only leaked when someone was taking a shower and it took about 10 minutes to start to leak. Finally figured out that when we stood in the tub the tub would pull away from the wall creating a gap that would allow water to leak. We called them in December and they booked us someone to come out and fix the problem in mid January. Waited the entire day for someone to show up and they didn't show up. We got a hold of the repair guy, can't remember if he called me or we called them. And he told us they were short staff because of covid and would call us back when he was able to visit. He never called us back. We held off calling them back, because we are busy, we knew this was going to be a process and covid until last week, The lady we talked to has blamed us for all the problems and quoted us $150 to fix the problem without even looking at it. She said that we allowed water to get into and under the unit and that is why the tub pulls away from the wall. I asked about their lifetime guarantee and she told me that is on materials only. I asked her to send someone out to inspect before I pay for a service call. She said they are busy and booked us a time a month away, I said that we had a time booked and she blamed us for not calling them back. We have not been able to use our shower for 4 months. I am currently very unhappy with the service and would not purchase a product from them.

  

  Business response

  08/03/2022

  Our team has scheduled a service date for March 28. We hope to get this matter resolved at that time.

  Customer response

  08/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:  There won't be resolution of the problem in 10 days.  So I will not know what the solution is until they visit me at the end of the month to let me know what is wrong, when they will be able to fix it and how much it will cost.  The time frame just to look at the problem is part of the problem.  I have not used my shower or bath tub in 3.5 months.
  
  Sincerely,
  
  ***** ******

  

  Business response

  21/03/2022

  No, not yet. We are scheduled to go out on March 28. Please reach back out to either us or the customer after that date for an update.

  

  Business response

  30/03/2022

  The work has been completed at this time. Please have the customer reach out if there is anything else.

  Customer response

  30/03/2022

  I was a little disappointed that the salesman sold the work to us with a lifetime guarantee on everything.  I questioned him about because it seemed to good to be true.  There actual guarantee is as follows: 1 year on the workmanship, 6 months on the caulking and manufacturers guarantee on everything else.  You will be billed for any and all service calls.  Would have been nice to know this before I purchased.  They fixed the caulking and charged me $150 plus tax.  I do not know if it fixed the problem only time will tell.  If it leaks into the basement as it did before I have 6 months or else it is not covered by warrantee. 
  

• Initial Complaint

  26/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had BathFitter replace the tub and remove wall tiles and replace with their tub surround. The price was $6800 and since it was in a high rise condominium we needed to hire a company with full liabilities and warranty/ guarantee coverage. We decided to hire BathFitter even though their price was on the high side. The came to install late Sept/2021 after waiting for more than 30 days. The installer only removed the lower tiles but left the upper wall tiles, but I was expecting them to remove all tiles and install new backings. The installers covered the lower part with plywood and used double sided tape to make the plywood even with the top tiled wall before putting on the plastic surround. The new tub was smaller than the existing tub therefore they had to build a ledge on one side of the tub. On installation the ledge had a gap between the wood and the tub. They did not seal the gap. The wall panels were not cut properly and therefore in one of the corners close to the ledge there was close to three to four inches gaps (wall too short). After installing the surround and tub, the installer says he will be back the next day to seal the tub area and after sealing to let it dry for 24 hours before use. He left the next day and says he is not responsible to replace the missing row of floor tiles which he removed. He **** by saying it was already cracked. Unfortunately not a problem as my tenant was handy enough to replce the missing tiles. The big problem is after two weeks we got complain from the unit below that water leaked into their ceiling. This is a concrete building. Upon inspection the tenant had noticed the corner where the ledge meets the wall and tub had separated by one inch. The tenant quickly placed one inch caulking in the area. We have pictures to show the improper installation and would require Bath fitter to come back ans resolve the issues permanently.

  

  Business response

  09/11/2021

  We understand our team has been in contact to address the issue. We have an appointment set for Nov 17. Please let us know if you require further assistance.

  Customer response

  12/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait

  to see if the resolution is satisfactory after the 17th of November.

  
  Sincerely,
  
  ******** ******

  Customer response

  16/11/2021

  We are still waiting for confirmation from BathFitter for the time they plan

  to arrive to repair the deficiencies  at the site on November 17.
  

   

  It is now 12:00 PM. Nov 16.Thank you
  

   

   

  

  Business response

  16/11/2021

  Thank you for reaching out. We will ask our local team to reach out and confirm those details for you.

  Customer response

  17/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  The resolution as of November 17, 2021 has been completed and satisfacyry.

  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  25/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A year after bathtub installation ($5600.), carpet removal in an adjoining room showed water leakage and mold in the corner of the closet directly connected to the tub plumbing. When the tub was full, water would leak out onto the exposed concrete floor. We showed the issue to an independent contractor who suggested contacting the tub installers. He is willing to document the problem and his remediation. We contacted Bathfitter as there is no other pipe in the area which could cause a water problem. Bathfitter came out and tightened and sealed all joints in the plumbing and told us to wait 24 hours and try again. We did and the problem was resolved. We phoned and asked for restitution for contractor expenses to clean mold and repair the wall and baseboard. The manager decided without speaking to us that it had nothing to do with Bathfitter, When I phoned to speak to the manager, all 5 times he was "in a meeting". This is poor business practice on every level. Attempts to find a Head Office contact resulted in being referred back to the Burnaby office. Our house was * years old at the time of tub installation and luckily we decided to replace the bedroom carpet or we would have had years of water seepage and mold that was unnoticed due to its obscure location. I hired Bathfitter to avoid this type of issue and to have the security of their guarantee.

  

  Business response

  10/11/2021

  Initial installation for Mrs. ********' bathtub took place in November 2020. Our technician evaluated the unit and cut into the wall and determined that the leak was not due to any work performed by Bath Fitter. Our technician resilicone the unit but did not alter any of the plumbing. We understand Mrs. ******** has been having trouble reaching our manager. We encourage her to please give our manager, Orlando, a call at ************ so we can better discuss this matter in more detail. Thank you.

• Initial Complaint

  14/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  since my tub was installed last year there has been water pooling at the front left hand corner of my tub on the floor. At first I thought it was just splash back, after installing new floors the water pooling presented itself more and more. I started noticing cracks in the caulking about 6 months in but thought nothing of it as caulking should last alot longer than that. There technician came in to see if he could figure out where the water was coming from and flat out told me if the tub leaks it's designed to leak in two ways, either into the base of the tub which there gasket they put in between the two tubs should stop. Or it follows the wall along the outside of the tub and leaks out of the bottom corner on the front or back. This was never told to us during purchasing or install as I would have known what the water pooling was in my bathroom immediately had they told us. There branch manager has been avoiding calls for weeks, terrible experience from an unprofessional company.

  

  Business response

  15/10/2021

  we are aware of this matter with Mr. ********. Our branch manager spoke with Mr. ******** on Oct 14 and advised him that the water would not leak out along the wall and out the bottom corner of the bathtub. It is our assessment that water damage was caused due to the shower curtain placement. Mr. ******* has requested compensation for the floor repairs that he had performed, but we will not be providing compensation. Should he wish you discuss this matter further he can contact our team at (604) 283-1693. Thank you.

  Customer response

  16/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********  The caulking that was initially installed failed along the outer rim of the tub through hairline fractures. Water pushed itself out in-between the existing tub and tub bathfitter placed down. * **** * *** **** ******* **** *** *** ********* ******** *** ***** ******* ***** *** **** *** **** ****** ********** ***** *** ********** *** ******* ** ****** ** ****** ******** ********* ** **** ********* Water was found by the technician who came all along floor in-between the tub and old behind the caulking. He explained how water got there and how the water leak happened it followed the wall on top of the existing tub underneath and out the bottom of the tub skirt. ** ********** ** ********* ***** ********* ****** **** ***** ** *************** **** ****** **** ****** ********* *********** ****** **** ** **** ** ***** **** **** **** **** ***** ******* ****** I guess my mistake here was sourcing the water damage myself so it didn't go into my entire apartment before calling bathfitter. Why even offer any kind of warranty if your not going to honour it at all. Your technician left walls with the old caulking still there and it looks terrible. Nobody has called to confirm if the caulking went well just like nobody called to make sure the tub install was ok afterwards I'm the begining. The initial installer tried to bring neighbours into our unit and show the install off which I'm guessing wasn't in his notes. They rely on pictures taken and notes given to accept or deny a claim. I have attached a picture that shows the difference between the intial caulking and caulking just done. There is a hole left behind that water can get into and cause the same problem. As you can see in the pictures there is a huge difference in caulking with the original being barely able to cover cracks and leaving visible cracks for water to travel In others. Terrible experience dealing with this company, as someone who installs up to 12 bathtubs a day and knows about level and pitch of the tub you created a gap for water to travel and because of the caulking failure it did.

  

  Business response

  18/10/2021

  Mr. *******, if water was trapped between the original tub and the Bath Fitter liner, it would not overflow out the side of the tub and onto the floor. It would take a considerable amount of water build up for that to occur, which is not possible because Bath Fitter systems are designed to drain trapped water into the tub drain. It is our understanding that our manager spoke with you on Oct 14. To our understanding, there are no more repairs for Bath Fitter to complete at this time. If you have a specific issue that requires repair or are looking for us to redo the caulking, please let us know so we can discuss that matter further.

  Customer response

  20/10/2021

  
  Complaint: ********
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******* As you just stated it would take a considerable amount of water for that to happen, which is exactly what is happening. Your tub may be designed to push water back into the tub from the corner but if the caulking has failed it will pour into the seam between the liner and existing tub and if the water pouring is constant like that of water bouncing off yourself into the corner while you take a shower it pushes itself out of the bottom of the liner. If your service technician that was sent out cared to actually do his job and find out where the water was coming from and why you would already know this. He did not spray water into the corner and watch it come out of the liner out front and not over the ledge as you have claimed is happening. He actually didn't do anything other than remove the caulking and reapply caulking which he left areas that will allow water to come back in. I have spoken with the manager at the Burnaby location where he spoke over everything I said was very rude and aggressive. I do not wish to deal with him or this location as it takes them almost a month to return phone calls and nothing actually gets accomplished. Your tub liner doesn't have a ½" - 1" lip that the wall goes over like most tubs do that prevents water from getting behind it or damageing the wall. Your liner and wall insert butt up to each other and the seam is filled with caulking, this leads to alot of problems if your install is not 100% perfect ** * ****** **** ***** **** *** ** *** ***** ******* ****** ******* *** **** ***** ** ***

  Customer response

  25/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******* two outcomes that could possibly happen are I can send in a full bill of how much my flooring installer is charging me for demo of the bathroom floor and reinstall or, estimated labour and material costs for replacing the damaged flooring. The bathroom is roughly 75 sq ft the whole apartment is 750 roughly, our flooring install cost us 1500 for the whole apartment. 75 sq ft out of 750 is 1/10 of the flooring so the flooring Would cost 150 to replace the bathroom, labour for removal was 4 hours and install would be 4 hours. At 50$ an hour that would be $400 for labour, So labour and material would be $550 all in.

  

  Business response

  25/10/2021

  Mr. ******* had the flooring replaced prior to contacting Bath Fitter. As a result, we cannot confirm the damage that occurred to his floorboards. Our technician resiliconed the unit and did not find any compromises in the unit that would lead to significant water damage underneath the bathroom floor. As a result, we will not be providing any reimbursement to for the flooring that Mr. ******* had replaced. 

  Customer response

  02/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******* It seems as though bathfitter does not keep track of correspondences and what there technicians actually do. I had removed the damaged flooring prior to your technician coming as well as waited almost a month for a response from your manager to get someone in to take a look at the problem as well as fix it, while calling for numerous days straight and getting the run around from the Burnaby office. I sat and watched water pour out of the bottom left corner of the tub from where it was caulked to the floor previously ( the same floor your technician recaulked the tub to if you check the initial install pictures vs his ) while my wife sprayed water onto the wall and the water fell onto the right corner ledge / into the tub as if someone was showering. Your technician didn't spray water into the corner or on the wall for any amount of time to see where the water was coming from. All he did was replace the previously poor caulking job that was leaking. He caulked the bathtub to the flooring that was existing under the damaged flooring, I did not replace the flooring beforehand as you are wrongfully claiming. I JUST had it replaced on Saturday October 23rd as I cannot continue to live in an unfinished bathroom while I wait in limbo as I have since this started. Since the caulking job was replaced there has been 0 leaks 0 water on or under my floor. I would be willing to remove my flooring I just had re installed and bathfitter can create stress cracks in the caulking in the corner and wall again if they want to come back in and do a proper service job and actually find the leak. In that case they would need to pay for the reinstall and removal twice which I doubt they would do. I was more than generous with my estimate of the costs as I didn't include any baseboard material, removal and reinstall of my washer dryer etc etc. If they would like the bill from the 23rd from my installer that will be not a problem to send over.

  

  Business response

  09/11/2021

  We completed the initial installation for Mr. ******* on 7/17/2020. Attached you will find the photos taken post original installation where the unit had all silicone in tact. We connected with Mr. ******** on September 27, 2021 where in informed us of this issue and sent out our technician on October 7, 2021. As Mr. ******** mentioned, there have been no leaks since our technician resilicone the unit. We have corrected the issue and if there was a long term issue with his Bath Fitter unit related to the silicone, it would have been the customer's responsibility to notify us sooner and in the meantime avoid spraying water in the area missing silicone or areas that can splash outside the tub, to avoid potential damages. As mentioned previously, we will not be reimbursing Mr. ******* for his flooring. Should Mr. ******** wish to discuss this matter further he can contact us directly at (604) 283-1693 but we will no long be corresponding back and forth regarding this issue on the BBB.

  Customer response

  10/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  **** ******* it's kind of hard to notify someone of an issue earlier when it wasn't fully present until after the caulking fully failed. Bathfitter continues to sidestep the issues that have arrised due to a faulty initial install. If they manufactured there tub to have a lip that goes an inch up the wall that the wall they install goes over, followed by a silicone bead this problem that more than I am having would never happen. They refuse to admit fault with overwhelming evidence of the issue and the bandaid they just put over it. I shouldn't have to continuously prove what is wrong, why the leak happened, where the leak is coming from, and how the water is coming out of the side of the tub. They refer to pictures and notes at there leisure to avoid having to handle issues that arise with there product. The technician that was sent explained exactly what happens when bathfitters caulking fails, how the water travels around the gap in between the wall and tub because it's just butted up together and sealed with silicone. And how the water would come out exactly where I said it was, but I bet that's not in his notes or the notes that they refer to to deny or accept claims for the very limited lifetime warranty that they provide. I will not be persuing further dialogue as it just goes nowhere and it seems like there is no point to these complaints if nothing actually happens from them.

• Initial Complaint

  23/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted for two bath( one main, another for tenant)with Bathfitter on June, 23, 2021. I paid $784 on dopiest. They started installed bath on July.19.2021 and 20th , too. They worked two days but they didn’t finished their jobs on Jluy 20. The man who is worked my bath told tomorrow come again for work. We trust their promise. However, next day ..nobody didn’t come home also the bathfitter didn’t any phone me. I tried to contacted bathfitter office but the office man said me “ we will contact you” I had to just wait but they didn’t contact me on that day(21th). However The Bathfitter took left cost $4227.25 on July 21. Actually, I had scheduled for new tenant to show tenant suite but I could not to show because the suits still mess by bathfitter. Finally, I lost my new tenant. The Bathfitter irresponsible to me. They did worked very ugly Also, my husband asked to credit company about please hold about 4227.25. But they didn’t help us ,too. Please help me

  

  Business response

  27/07/2021

  We can appreciate Mrs. ***'s frustration regarding this experience. Our team is scheduled to complete the work today 7/27. If she requires anything else we will be happy to assist. 

  Customer response

  28/07/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  12/07/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July 24th 2020 Bath fitters installed a shower with a base in our ensuite for $5,500. I removed the old one the day before. They arrived with the new one only to find their measurements were out by approx 5 inches and would not fit. Management was contacted and the only recourse was to build one on site. This was done. Shortly after issues arose as the floor was to low and the drain cover was raised above the floor causing water to pool and it hurt your feet stepping on it. A second floor was installed over the original one. Within a few months seams opened and twice I resealed them, the third time several opened and I called Bath fitter for repairs. Repairs were done in July 2021 however there is so much movement in the walls and floor the issue will only reoccur. Also their warranty does not include caulking or silicone past one year. This is not what they advertise. The proper long term fix is to mold a one piece proper base as ordered and extend the wall panels over the base lip.

  

  Business response

  16/07/2021

  A service call was done on 7/15. Our team was able to correct the issues.

  Customer response

  19/07/2021

  
  Complaint: ********
  
  I am rejecting this response because: That is yet to be seen. As I said prior to the repair, the correct and long term fix is installing a base therefore eliminating the silicone seams along the base of the walls which have opened up in the past. Also I have been told the warranty on the silicone is only one year. After that am I responsible for repairs?

  I thought this was a life time warranty as that is what they advertise. I had already contacted Bath Fitters about the way to repair this issue and was obviously ignored as putting in a base would be more expensive as the walls would also have to be removed ,

  they chose the easiest repair. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  21/07/2021

  In response to Mr. *******’s request, we cannot custom make a shower base for the size he has requested for his bathroom. Our team did service his Bath Fitter on 7/15 and we do believe the issue has been corrected. As per our normal process, Bath Fitter units always require a thin bead of silicone to seal the unit and prevent water infiltration. Although silicone is not covered under Bath Fitter warranty, if Mr. ******* is experiencing issues with his silicone, even past a year, our team will come out to service the silicone and reapply it at no charge as long as the silicone has been well maintained. If Mr. ******* has any further questions or concerns regarding our process, we encourage him to contact us at ***** ********. Thank you.

  Customer response

  25/07/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  I understand that a bead of silicone is required however with a base that seam or bead is hidden behind the wall panel not at the base of the floor, so if the seam or bead were to let go water could not leak out as the base goes up behind the wall containing water inside the shower. 
  
  
  Can you please explain to ensure I do not void my warranty.  How I am expected to maintain the silicone. The shower is cleaned with a vinegar and water solution, nothing else. What else must be done to ensure an extended warranty?
  

  Sincerely

  ***** *******

  

  Business response

  26/07/2021

  We recommend visiting our website at https://www.bathfitter.com/us-en/maintenance/ to learn more about keeping your unit clean. in regards to the silicone, we recommend to clean the silicone regularly with a 50/50 mix of water and regular chlorine bleach to help kill any surface germs and/or bacteria.
  

  Customer response

  26/07/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  I have visited your web site which is why we only use vinigar and water as per your recomendation. As we have a septic field we do not use bleach, do you have any other recomendation for cleaning the silicone? 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩