Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair 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.

  Purchase a Bathtub and shower remodel from Bathfitters. Their plumber made a mistake, leaving the faucet improperly connected, creating a leak every time it was turned on. This was happening behind the wall, slowly flooding the downstairs garage. They have fixed the plumbing issue, leaving behind unrepaired devastation of our garage drywall, insulation, and ceiling. I have attempted to contact them to repair the damage without any resolution.

  

  Business Response

  Date: 05/06/2025

  Hello,

  I have been in contact with Mr.Tomaszyk this morning and we have an appointment set for tomorrow morning to resolve the drywall issues and damage to the garage area. Once those repairs are completed we will speak again to see what else needs to be taken care of. We take leaks and damage serious and will make sure he is taken care of.

   

  Thank you

  ******

  Customer Care Manager

   

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  I had Bath Fitters install a shower system in the fall of 2020. In the winter of 2020 we experienced a frozen water line in our shower that prevented the use of said shower. We contacted bath fitters and notified them of our issues and our concerns that they did not properly replace the insulation in the exterior wall when they reinstalled the shower head. The weather warmed up and the pipes thawed out so we did not pursue it. This issue has continued since then. Every time is gets really cold out the shower line freezes and we can't use the shower. It typically lasts a few days so it wasn't a major issue. This year that pipe froze and burst. My brother-in-law, a double amputee, currently lives there and is not able to do anything to fix the issue. We contacted Bath Fitters in January and asked them to fix the problem. I explained that I wasn't going to argue who was at fault because I needed it fixed right away. I offered to pay for their repair work and explained that I didn't want a plumber to do it as that would void the Bath Fitter warranty. They advised they would have to go to upper management for approval. A few days later they called back and set a repair date of February 14, 2025, almost three weeks later. No one from Bath Fitters showed up on February 14, 2025 and there was no communication from them explaining why they did not show up. It has now been over a month since the pipe burst and I cannot get Bath Fitters to respond. My next option is small claims court, which I will be doing in the next week or so.

  

  Business Response

  Date: 02/21/2025

  Hello,

  This is for a branch in ******** not our local office here in **********

   

  Please forward to the correct location.

  Thank You

  Customer Answer

  Date: 02/21/2025

  I initiated the new work and my residence in ***** California. As such, any small claims action will be in *********, not **. Bath Fitters can forward the complaint to thier national headquaters.

   

  Sincerely

  

  Business Response

  Date: 02/21/2025

  Can we please get the address and phone # for customer? I need to look into this and see when and where the work was completed. I need more information than what was provided.

  Thank *************************************** Manager

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had two baths done by Bath Fitter. We now have many holes in our walls, poor quality results that are different than we were sold on, and they deny all liability and will not stand behind their work. They denied liability, calling it "vibration" in their contract. There are a dozen of protrusions and holes on nearly every wall. They broke through during demo (a big hole, the guy said they would fix it right after they did it, but did not), or they drove a screws or nails too deep. Some will need to be ground down, because they are pushing out the drywall with pyramid shape protrusions. They lied about the depth of their baths, they call a standard depth bath as a "deep soaking tub" when it's no deeper than a normal tub. They gave us incorrect dimensions for it, that we only learned about after the install. We even sat on the ground in the shower, and they measured how high it would be. There are gaps where moisture can get behind the wall. The faucet isn't straight.

  

  Business Response

  Date: 07/16/2024

  Were sorry to hear their still having issues The customer has a full warranty and we will honor that warranty, while this drywall repair is normally outside of our scope of work and is detailed as such in our terms & conditions. Bath Fitter is willing to have one of senior management personnel come out to inspect the issues with the Homeowners. We have time the afternoon / evening of Wednesday evening July 24th or Thursday 25th . We have reached out to the homeowner directly as well. 

  Customer Answer

  Date: 07/16/2024

   Hi Destiny,
  
  Even if you did come out and resolve the drywall issues, you sold us on a tub that doesn't actually exist. This was our entire reason for going with you in the first place, and getting the other bathroom done. Perhaps you should have a talk with your salesman that sat my wife on the ground and measured how far the water would come? You kept assuring us how good and trustworthy he is.
  
  Here is our solution:
  
  1. Pay to repair the drywall, because we don't trust you to do it. We have a $4500 quote to paint the 3 walls. It shows that the damage is no consistent with vibrations. We can be reasonable, for now, and
  2. Refund the price of the tub, not the entire install, just the one tub we were sold on false pretense. Chalk this up as a learning ******* and put your tub depth on your **** contract!
  
  A "Deep Soaker" tub is 22+ inches deep. This is what the salesman measured when my wife sat in the shower. The tub we got was 15 inches deep, a standard tub depth, but much more expensive. We pressed him on it, and he told us you custom make tub to fit. We did not question him.
  "Free Standing - "Empress" Aristocrat - Ivory Marble -30x54 - M0413 A RH IVM" has no info online as to how deep this is, and the contract doesn't say. ALL WE HAVE IS YOUR WORD!
  
  Any reasonable person would feel scammed in this situation. I believe that most reasonable people would agree with me. This isn't miscommunication, this was the entire pretense for our purchase. The sales person, that we first met at the La Mesa farmers market, said they can do a custom deep soaker tub to fit our space. The Salesman that came to our house and measured for it, said they can do a deep soaker tub to fit the space.
  
  We have other issues, like gaps where the caulk is missing, and the crooked faucet that you can't fix without removing the wall. We can let these slide, if you at least pay to fix the damage you done and refund the tub that was not what we were promised when we signed your contract.
  

  

  Business Response

  Date: 07/17/2024

  We have been in direct contact with customer and have emailed them directly. Were sorry to hear their still having issues The customer has a full warranty and we will honor that warranty, while this drywall repair is normally outside of our scope of work and is detailed as such in our terms & conditions. Bath Fitter is willing to have one of senior management personnel come out to inspect the issues with the Homeowners. We have time the afternoon / evening of Wednesday evening July 24th or Thursday 25th . Our offer to come out to the home and speak with them still stands. We look forward to finding a resolution for both them and us. Thank You

  Customer Answer

  Date: 07/27/2024

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair 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.

  in January of 2024 we filed a complaint with bath fitter in ********* that our floor in the shower was making a cracking sound again. With in a week an inspector came out and told us our shower floor needed replacement again. The inspector file a replacement order with Bath Fitter.We have called more than five times to check on our replacement status. Each time we were told that corporate needed to give the ok. My last call to them was in June of 2024. I was given the same update, still waiting for authorization to replace. Then it is 4-6 weeks to wait for the floor to be made.PLEASE, 6 months is long enough to wait for authorization to replace. Please help us.

  

  Business Response

  Date: 07/15/2024

  We have spoke to this customer and are scheduled to go out and replace the shower per the lifetime warranty on the contract. We are scheduled to perform the repair work on Aug 6th.

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service 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.

  I have filed previous complaints regarding an issue with water getting underneath the shower flooring around the drain. In the past, I believe 4 different people came to try to resolve the issue. There is still water getting underneath the floor pan which is a concern. I am not only worried about mold, but I am also working to sell the condo and this will be an issue. The previous fixes were rushed and obviously did not work. I would like this resolved ASAP because I do not want my sale to be delayed and it should have been corrected right the first time. I have emailed the customer service email from the warranty but received no response.

  

  Business Response

  Date: 12/08/2023

  We take these complaints serious and are looking into this. Someone from our service department will be reaching out directly to the customer. 

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair 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.

  On March/22/23 I signed a contract with Bath fitter to renovate my shower room though the house was just rebuilt 2017 given my wife and I have physical disabilities we needed to upgrade to a more easy accessible and friendly shower area for disabled individuals Installation was 06/09/23 and once we used to shower we noticed pooling of water which was reported to the following day to the company. They sent out 06/14/23 another employee and to attempt to resolved the issue but, yet again there was still pooling. I called 06/25/23 to inform them there was still issues with pooling. 08/19/23 then sent another employee to evaluate and fix shower, but unfortunately there is still an issue of pooling. Then I informed them again when I realized the issue was still there. I was told they were going to escalate this problem and they will update me. I waited till 09/27/23 for an update since known reached out I was told that the paperwork was sitting on the manager's desk and he was unavailable to speak with because he was out on a site. 09/28/23 I had my daughter call and she was told that they did every thing that they can on there part that I ask for a large bathroom shower. ***** had told my daughter " It is normal for some pooling she has the same shower and if she were to go home there would be some pooling of water" and the only thing she can do is email the **** It is almost 4 months and my issue with my shower is still unresolved. My concern is not that I spent $ ***** but, the fact that the only reason we upgraded the shower room to help our disability and prevent risk of falling. Now my wife and I are at higher risk of falling with the water pooling due to the bath floor being slippery. My wife and I have knee surgeries and other medical issues making us easily unstable on our feet. Falling from this water pooling can have serious bodily injuries including fatality.

  

  Business Response

  Date: 10/06/2023

  Hello,

  We take this very seriously and are working with the customer to find a resolution. We are in contact with customer to set up a site visit with the Install manager to inspect all the work done and we look forward to resolving this. 

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair 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.

  First of all, I'd like to say that I have been very patient in the remodeling process and working to get this job completed asap. Upon reviewing the estimate on May 27, 2023, with *****, I specifically asked that the job get done by the end of June.Contract was signed on Sunday, May 28th.This didn't happen obviously, because after I called to follow up, I was told the doors did not arrive, so the installation date had to be pushed. The first installation didn't take place until July 6th, after I had to follow up myself. However, on Friday, July 7th, I was informed that the doors ordered for my project did not fit. I was upset but understood that mistakes happen and was told a new door will be ordered and they will return to install the doors.By the following Wednesday, July 12th, after not hearing from anyone, I reached out to the office to inquire on status. Somehow, **** conveniently called me back and said the shower doors was ordered that very same day I called and should arrive in 1 week.I received a voice message from *** on Monday July 24th informing me that the shower doors arrived and that someone will call me "tomorrow" to schedule an installation.After not hearing from anyone by Monday, July 31st, I called to follow up and ***** scheduled for an installation on Thursday, August 2nd.I took the day off and stayed home because it was the ONLY day a senior installer was available to do the job but at 11:30am on July 2nd, ***** called me and said the installer could not make it but that they can have someone come the next day. On August 3rd, after the installer had been here for at least 20 minutes, AND had I not walked over to the shower, I never would've known that the original frameless door we ordered and was willing to pay extra for had been switched with the standard shower door.NOT once was I notified that this changed. NOT once did someone tell me that apparently, they could not make frameless doors fit. The lack of communication is appalling.

  

  Business Response

  Date: 08/15/2023

  We have reached out to the customer and made some arrangements for the project to be installed with a few changes at no extra cost to the customer. Customer is ok with moving forward with the changes and we are in contact with them.

• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising 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.

  I ordered a BathFitter tub and shower liner through the ********* office and it was installed on 6/6/23. I have several complaints about the quality of the work and customer service, which have not been resolved as of 7/12/23. - The installer damaged our bathroom door frame by cutting into it and leaving a gaping hole. He filled the gap with putty and told me a handyman would be sent to fix it. This never happened despite my calling several times for an update. -Installer informed me on the day of install that our existing tub faucet couldnt be used, so I had to go purchase a new one myself that day. 24 hours later I used the shower for the first time and noticed the tub faucet was leaking. A different installer was sent out to fix the leak. He replaced it with a different faucet and installed it crooked. I had to reinstall it myself later that day. -caulking is sloppy and looks awful.- A couple of days later, I noticed that the tub and wall liner clearly did not fit the existing space. I could push the walls in. The tub liner also had soft spots underneath it where it didnt fit. The caulking had also begun to separate due to the walls not fitting properly. I made several calls to bathfitter about these issues. Each time I spoke to their office, I felt that I was bothering them. When I was finally able to get a senior installer back out to investigate, he confirmed the issues I reported and said he would need to talk to the corporate office. A week later, I had not heard anything so I called again and was told the entire project would need to be redone. New materials would be ordered and once they arrived I would be contacted to schedule removal of the old liners and installation of the new. I have requested to speak to corporate regarding these issues and a partial refund for the significant issues and inconvenience, but can not get a call back.

  

  Business Response

  Date: 07/21/2023

  We have been in contact with this customer and have a installation appointment set up for Monday August 14th to redo the installation and fix any issues she may have with the Bath Fitter install. 

  Customer Answer

  Date: 07/21/2023

  Dear BBB,

  It is correct that I was contacted by BathFitter today to schedule a reinstall of the product on 8/14/23. I will not consider the complaint resolved until the work has been completed (including the damage to the door frame) and a partial refund has been issued. 

  Regards, 

  ******************************;

• Initial Complaint

  Date:04/06/2023

  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.

  July , 2022 my upstairs bathroom walls were replaced, Bath Fitters breached our contractual agreement. Parts were broken and replaced without approval. Waterspout and overflow were not installed correctly and were replaced to a color that was not matching the original fixtures of the bathroom. Bath Fitters came out and tightened the water spout however, has not fixed the issue with overflow lining up correctly causing a gap and the caulking underneath the shelf was not done properly and remains unresolved.I have called several times and sent emails with photos with the issues and the manager has not responded.

  

  Business Response

  Date: 04/07/2023

  We have been in contact with this customer and have a repair service set up for next week to review and correct any issues she may have with the Bath Fitter install. 

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This is in response to claim # ********. The company is continuing to ignore the situation. Their response was not true and they are not taking the situation seriously. The company as well as the corporate office have not reached out to me and it has been almost 2 months since I sent them information they asked for. The issue is not resolved and I will continue to file complaints.

  

  Business Response

  Date: 11/08/2022

  Bath Fitter has sent a installation supervisor onsite to determian that the issue has been resolved, and was not casued by the Bath fitter installation. The issue was a result of existing plumbing issues in the home owners house.

  Customer Answer

  Date: 11/08/2022

  The worker from the company that was went out did not see what the problem was at that time. He told us to record the leak which we did and after that I have not been able to get any help from this company. They continue to act like it's not their issue. I have video proof and written proof from professional plumbing companies. The company in ********, ** will not return calls or emails. They continue to lie about it being a prior issue instead of trying to help resolve it.

  

  Business Response

  Date: 11/21/2022

  As a good will gesture we have offered ******************* a payment of $300 for half of the cost he paid for the plumbing services. The Bath Fitter warranty covers plumbing repairs for up to 1 year after the installation. ******************* issues happened more than 1 year after the installation, however as a good will gesture we are willing to cover half the invoiced cost. $300.

  Customer Answer

  Date: 11/22/2022

  
  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,
  
  *******************************