ComplaintsforReBath LLC

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ReBath advertised, offered and sold us a new bathtub and tub enclosure in August 2023. We were advised all items were 1st quality and were made to order for each job. The installation was done in September 2023. We noticed a hole in the bathtub in December 2023. When we contacted the local *********, ** ReBath franchise, which did the installation, to report this damage, we learned per their email response the tub had a "factory defect" which they already were aware of and had photos of, which were taken by the installers and we were directed to a third party who would repair the existing tub.We replied that this resolution was unacceptable, due to the fact that we were never advised of the pre-existing damage by the installers and that the damaged tub should have never been installed. We were also advised that this resolution was "per the warranty agreement" and came directly from ReBath Corporate. We have reviewed the warranty agreement, and there is nothing in it that addresses knowingly installing a damaged product and withholding this information from the consumer.We asked to be put in touch with whoever made this decision at Rebath Corp. and were contacted by *******************, the **************** Manager. She had no idea the damage was pre-existing but continued to maintain the position of repairing the existing bathtub and went as far to say that if they replaced the tub, it would void the warranty.Per her request, we emailed her the reply we got from *******************, the ********* ************************ ****** Manager. This was done on January 12th. To this point there has been no response.When we emailed ******************* on 1/12/24, we again requested a new 1st quality tub that we were sold be installed. We also advised we would only except a repair if ReBath was prepared to negotiate a substanial settlement for the not delivering and installing what had been purchased. Again, there has been no response in nearly a month prompting this complaint.See Emails.

  

  Business response

  02/15/2024

  Hello, ****************

  Thank you, for your letter, we are in receipt of your complaint.   As per our previous discussion, and per our warranty, we reserve the right to offer a suitable repair before replacing your tub, however, should the repair fail the tub (now or in the future) your tub will be replaced under Re-Bath's Lifetime warranty at no cost to you.  We are asking for an opportunity to repair the tub as a first step.  

  Re-Bath's commitment to quality and providing a good customer experience is our goal, and I will contact ***** at your local office and respond back to you.

  Kind regards,

  Re-Bath 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just are noticing things that *** have been done in a quick method resulting in items not being level the flooring creeking etc

  

  Business response

  05/12/2023

  Hello Mr. ********************** you for taking time to bring this issue to our attention, I will notify your local Re-Bath ******* office and communicate your concerns with their management team for resolution.  Should you have any questions, please call our corporate office at *************

  Kind Regards,

  Re-Bath, LLC Customer Service

   

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-12-22 was the purchase date install was 3-9 & 10- ********************************************************************** shower. Product was purchased ********** of *******, **. and install was by Rebath of *******, **. ******************** ************ ************ Contact person: ***************************** We had one problem with the material but that was taken care of. The problem was with the installers with Rebath.They poked a hole in the wall and said nothing about it, when they applied the silicon caulk the inexperienced installer had smeared it on the walls, doors, hardware, floors, commode, ceiling, painted walls, shelves, seat and the floor pan. We have made several calls to Rebath resulting in one installer coming out for 5 hours, but not even coming close to solving the problems. We contacted Rebath about the problem and are getting no satisfaction. We can correct the problems are self and have cleaned up alot of it, but when you pay $9,490.50 for a turn key job you expect a completed project that meets your expectations. We see only 2 ways to resolve the matter Rebath needs to commit to a total cleanup or remove the install and either clean it or replace the improperly caulked pieces. Silicon caulk on the slick finished plastic is very hard to do and is very time consuming.

  

  Business response

  03/24/2023

  Hello,

  Thank you for contacting Re-Bath corporate office regarding your recent remodel.   We will contact the management team at the local franchise and respond back to you as soon as possible.  

  Again, we appreciate you bringing this important issue to our attention. 

  Kind Regards,

  Re-Bath, LLC

  Customer response

  03/27/2023

  they were to start repairs Sat the 25th of Mar but the repair man called in sick. The lady we need to talk to is off Mon the 27th. So we are supposed to hear from her Tues. would like to keep this open until we see the finished product

  

  Business response

  03/31/2023

  Hello,

  We have contacted the franchise owner and confirmed he is diligently working to resolve the issues, especially with the Corner Shelf and the Bench Seat that is not aligning flush against the wall, also addressing the Silicone Sealant. The customer accepted their offer to install a new acrylic ceiling panel to match their new wall system at no additional charge as a thank you for allowing us an opportunity to address their concerns and give them a bathroom they'll love for years to come. 

  Sincerely,

  Re-Bath, LLC

  Customer Service

• Initial Complaint

  03/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My client entered into a contractual agreement with Re Bath ******* for a commercial bathroom remodel project in October 2022. Under the terms of the contract, my client was assured that they would be contacted in January 2023 to schedule the commencement of the remodel work. Unfortunately, as of today's date, nearly the end of March 2023, my client has not received any communication, either via phone call or email, from your company regarding the scheduling or progress of the project.In accordance with ************** General Statutes Chapter 75, Article 2, which governs unfair and deceptive trade practices, my client asserts that Re Bath *******'s failure to communicate and commence the agreed-upon services constitutes a breach of contract and a violation of the aforementioned statute. Moreover, your company's refusal to provide an email address for communication or allow my client to escalate this matter beyond the executive assistant is concerning and further exacerbates the issue.As a result, my client no longer wishes to engage in business with Re Bath ******* and hereby exercises their right to cancel the contract. We demand a full refund of the $11,000 paid to your company, which my client views as unjustly retained funds. This refund will enable my client to seek services from a reputable business to complete their bathroom remodel project.

  

  Business response

  03/20/2023

  Hello, 

  Thank you for contacting Re-Bath corporate office and bringing this complaint to our attention, we will contact the franchise office on your behalf for resolution.  

  Kind regards,

  Re-Bath, LLC

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided to use Rebath for our two bathroom remodels because they are connected with Lowes. So we figured the quality of the company and their services would be better. This was not the case. From the very start there was problems with miscommunication from every person we encountered. We were told before even booking our project that the estimated time for completion of the bathrooms would be 3 days for the smaller bathroom and 4 days for the larger bathroom. From the time they called us to schedule starting the project to finishing has been 3 months. Also, every step of the way there were mistakes from the workers along with the wrong products being sent out. The smaller bathroom was also completed, completely flooded and had to be redone. After two month of dealing with the construction, inspector (who had to come out 6 times) we were then told that the electrical work was not in their scope of work and we had to hire a separate electrician, spending out of our pocket to fix work, which could have been done after the first inspection and before they closed if the walls, new holes had to be cut, and when the electrician came, the original electrical work was not correct. Not to mention the inconvenience of planning on 7 days (***** for some wiggle room) and having to take days off work and uproot our lives for 3 months instead. And when asked about compensation for their struggles along the way, we were told they are not in charge of making their prices and we had to go back and forth to get a small discount, which should have been there from beginning because they promised we would use our Lowes card for a discount but never disclosed that the original deposit would have had to made with the credit card. The list goes on and on of small problems that added up over the three months and now theyre finished and we are still left with a mess to clean up and way over our budget.

  

  Business response

  12/01/2022

  Hello,

  Thank you for contacting Re-Bath corporate office, we are in receipt of your complaint, and we thank you for bringing this to our attention.  We sincerely apologize for the issues outlined in your complaint and I will contact the franchise office for additional information and respond back to you. 

  Kind *************************************** Re-Bath, LLC

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased a rebath unit some time ago with a lifetime warranty. the warranty was the determining factor is making the purchase through re-bath. Every 2 years my local rebath franchise would come back and re-grout and re-apply dermaguard on the tub surface to prevent slips and falls. At the time of purchase I did not realize the location I was working with was a franchise, I guess I assumed corporation. During Covid the local franchise on North Street in ********, ** closed the doors. I found this out when I called to schedule an appointment. The other closest locations are approx. 90 minutes from me and are not willing to service my tub enclosure because of the location and that the warranty was only covered by the local franchise. I contacted 2 re-bath franchises in an attempt to get my tub serviced, ********* ** and ********** **. On 09/20 I contacted the corporate office via phone and the representative said cooperate re-bath would not honor the warranty. She suggested I continue calling other franchises and "beg" to see if someone was willing. I asked for the dermaguard material to be shipped to me so i could hire a contractor (which I don't think I should have to do but, I'm willing) to apply it. She said the material is only able to be sent to local franchise owners. After the call with corporate customer service submitted a complaint via the rebath corporate website and still haven't received a response. I have received multiple sales attempts from rebath to my cell phone # that I listed on the complaint but, no other acknowledgement via phone or email. I'm looking for assistance with encouraging Re-Bath to stand by the warranty and service tub enclosure. Additionally, I'm looking to make arrangements to avoid this situation when the enclosure needs to be serviced again in another 2 years. I'm desperate and just want my tub enclosure serviced. Are you able to help please?

  

  Business response

  10/11/2022

  Hello,

  I contacted the customer and confirmed that our Re-Bath franchise retired last June, unfortunately.  We are actively looking to fill the ******** area with a new franchise, but until we do, she may reach out to me for assistance and or service and assured that her Lifetime warranty is valid through Re-Bath, LLC.

  I explained that the DuraGard (Non-slip Coating) is applied during the manufacturing process and does not rub off or need to be re-applied.  I offered to email her our ************* and Cleaning Tips" instructions on how to remove soap-scum build-up and instructions for resealing the Silicone Sealant. 

  Thank you for talking with me today, and hopefully I have answered your questions. 

  Sincerely,

  Re-Bath, LLC

  Customer response

  10/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  

  thank you for your help 
  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  around May **** I had my bathroom remodeled by ReBath LLC corporation I was told that with the remodeling of my bathroom I will receive a lifetime warranty. until now Ive never had a problem . as of January 5th ***** I put in a service order to replace my bathtub liner that had a crack on the outside of the tub it has been nine months now there has been five separate attempts to replace the bath liner. they have come to measure they have ordered a new bath liners each time I was told there was a problem with the measurements I had the liner replaced once before around 2010 or 2011 not sure with no problem whatsoever I gave a copy of the original contract with model name all style and measurements that were taken originally I send photos as required to ********************** corporate manager who then said she would refer it to one of the franchise stores near me and she did so *** manager from the franchise store has been coming sending his guy ******* they have both come countless times to Measure the bathtub *** has re-ordered new bath liners . For some reason there seems to be a problem I dont understand but they have not in five attempts nine months later been able to resolve this problem Now ************** is saying if they cannot replace the bathtub liner that the bathtub would have to be changed and it would be at a course to me in other words I would have to have my whole bathroom redone again and I would be responsible for the cost. *** had told me if they could not resolve the problem with the bath liner that he would recommend to have the bathtub replace and Wall liners also replace at no cost To myself! so I file this complaint and hoping that *************** May have a change of heart and do the right thing, honor the warranty .hope I was able to explain my situation clearly thank you and hope that you Will be able to help resolve this problem!! My wife and I are both in our 70s we are retired on a fixed income and cannot afford to payfornew bathtub!

  

  Business response

  08/30/2022

  Hello,

  I have spoken with our customer relating to the delay in resolving the issue with replacing his Re-Bath Liner.  We apologized for the long delay, the franchise technician failed to measure the tub correctly, I have been assured that the new measurements are correct.  The Liner is currently in production and will be replaced upon delivery to the franchise. The time-frame is approximately 2 weeks. 

  The misunderstanding was if we could not replace the Liner the customer would be responsible to purchase a new shower area, this was not true and we explained if this Liner doesn't fit, we will replace with a tub and there is only a small cost in product difference.  However, we will further discuss in more detail at that time.  Our customer is satisfied with our response at this time. 

  Thank you,

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

  Re-Bath, LLC

   

  Customer response

  09/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
    But I still remain a little skeptical so  would like to two weight until matter is resolved completely

  If possible would like to keep the complaint open until business has  completed replacing my bathroom  liner. Or byplacing the bathtub and Wall linerwhich the small amount I would pay still no clear I wish to thank the Better Business Bureau for handling this matter so quickly thank you so much!!

  
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for a full bathroom renovation. The work was left incomplete. I waited patiently due to supply chain shortages for the installation to occur over 6months past the scheduled date however, I also had a delay of a few days in receiving the parts that needed to be installed (vanity, door, etc).I made the mistake of signing the "completion of work" statement before the work was finished as the contractor had promised he'd be back the same way because its only "minor work" remaining and that he needed the contract signed. I paid for a full renovation. Attached are images showing the door was not installed and the had cut out the door frame. The baseboards on the bathroom are not installed, and the trim on the shower is un-even.

  

  Business response

  07/20/2022

  Hello BBB,

  I have contacted the local ************** (Bathtub Liners of ********) regarding this complaint, and I was advised that all issues noted by ************** have been resolved, and ************** posted a 5-Star review on Google. 

  I have cc'd our Re-Bath franchise as well.  Please let us know if ************** has any questions or concerns, we are happy to help and appreciate his comments.

  Sincerely,

  ****

  Customer Service, Re-Bath, LLC

• Initial Complaint

  07/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The toilet was so long that it reached where the shower doors will be.*The new tile is being laid over old cracked and broken tile. *The new tile isnt attached at all to the floor, so it moves.*The new toilet makes a loud noise and the handle is loose it is terrible. *There is still a hole in the floor. When the guy who was working on the job called his boss ******* he put the phone on speaker. The boss ******* was saying it is what it is and they will have to deal with it, when he heard me speak up and say his name ******* he hung up on us. Ive 13k and this is what she is getting. Awe full and shameful!

  

  Business response

  08/19/2022

  Hello,

  The ************** of ******* has responded to this complaint and completed the service on August 1, 2022. The customer signed off on the service provided as satisfied with the service provided. 

  Thank you,

  Re-Bath, LLC

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired rebath of ***** last year and they installed a tub with a hole in it. The installer attempted to cover it with caulking. We contacted a maneger and he and another manager attempted to fix the hole. The hole is still in the tub. They also installed another tub that was the wrong color and the sides were beveled incorrectly. They pulled the tub and installed the wrong color the second time. The flooring they used in front of the shower was my own materials. They glued them down incorrectly and every single panel has an edge and gap that catches on my feet. We didn't have cool water in our master bath for about 5 months because the faucet was installed wrong. I was told the water I get is the water I get. After much complaining the installer figured out how to adjust the faucet. ********************* promised everything would be fixed. He then took back his offer to fix everything and offered me ***** dollars as an inconvenience discount. I told him I needed to see an itemized statement so I can see the cost of the tubs as I suspected the **** is no where near the cost of the mistakes. He provided a basic breakdown. He then told me he would get me a more extensive breakdown on Friday but by Monday he threatened me with an official letter and they would no longer help or provide information I requested. I want rebath of ***** to take all the products they installed, and remove them. I want my money back and I want a different company to install new bathtubs that match the walls and without holes.

  

  Business response

  07/14/2022

  Hello,

  Thank you for contacting Re-Bath corporate office.  We sincerely apologize for not providing excellent customer service.  I have talked with the management team at your local ************** in *******, and I was advised that their production manager and design consultant did call and leave you a voice message.  Their office is very concerned (as you are) and want to discuss a plan to resolve the issues relating to your floor and toilet. 

  We want to make sure you and your family are more than satisfied with their service. Again, thank you for contacting our corporate office and please contact us anytime. 

  Sincerely,

  Re-Bath, LLC  ************

   

  Customer response

  07/15/2022

    Rebath corporate is responding to someone else. Our local rebath is *****. This obviously shows a lack of organizational skills with rebath as a whole. They did not respond to my complaints but somehow responded to what appears to be a complaint from another customer in *******.

*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. ↩