ComplaintsforBath Planet West, Inc.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing this complaint on behalf of my mother who is 73 and struggles with English. On 3/1/22, she met with salesman ****** ****** who quoted her a shower remodel at $17, 030 and told her it would take 4-5 weeks to finish. My mother was looking to have the tub removed to ease access into the shower for my father, who had stage 4 cancer and was having difficulty getting in/out of the shower. ****** was polite and gave her a discount of $8030 for a final quote of $9000 and my mother was required to put half down as deposit. On 4/13/22, my mother received a text message saying "Materials are set to ship this Friday so we are hoping to get it in end of next week. We did the presite on the 7th so yes we are unfortunately at week 5". On 4/20/22 my mother asked me for help because she had no updates and I texted Justin. At this time I asked if the project could be either cancelled or expedited to be finished by the 27th because 1) my father had passed away at the end of March and the renovation was no longer needed, 2) if it could not be cancelled we needed a functional shower for family who would be visiting from out of town for my father's funeral and the shower doors had been removed at the request of hospice nurses who were caring for my father and needed access to bathe him. ****** said a cancellation would incur a 50-60% charge and that he would do his best to expedite the project. It took 8 weeks to hear back about scheduling an installation date and that is not what they sold my mother--they sold her a 4-5 week completion project. I spoke with ******** on 4/27 and complained that 8 weeks is not what they sold to my mother. I feel they took advantage of her old age and limited English and their quote says that a cancellation after three days of signing the quote would incur only a 30% fee (not 50-60%). I requested to speak with a manager and ******** reassured me they would call me back. I called again 5/4 and it's been 3 weeks and they haven't called me.

  

  Business response

  01/26/2024

  
  
  Attached is the revised contract for *************************** that we rewrote in October of 2022. The reason for most of the delays is because the mother kept making changes to the color and fixture choices which is evident between the original and revised contract. Customer was also responsible for moving plumbing and electrical (pictures attached) which delayed the install as well.
  
  We worked with the customer and finished the project which she signed off on (Photo of the completed shower is attached).
  
  Thank you,
  
  ********

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