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:05/15/2024

  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.

  Called that the seal from the wall to the base unit was splitting. They said that they would send someone in about 2 weeks. Nobody came. Called and the person transfered me to service. Nobody answered the phone. I left my name and number and cause of call. Nobody called back. After a couple of days, I called back again. Transfered to service. No body answered. Left name and reason for my call. Nobody called back.

  Business Response

  Date: 06/28/2024

  The customer was contacted by our service team and the problem was resolved on June 25th. 

• Initial Complaint

  Date:04/11/2024

  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.

  2 installs neither one is completed. Ive called several people & no answers. Going on a month since the first install.

  Business Response

  Date: 04/30/2024

  Thank you for reaching out.  Our installation completion was scheduled on 4/12/24 to be completed on May 4, 2024.  

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21561124
  
  I am rejecting this response because:
  Yes, someone did come out on May 6th with almost all the supplies. I still dont have my hand held shower head for one of the bathrooms & the installer who did the original installation pointed out that two of the fixtures are bronze not matte black. Which, yes we didnt notice since they are similar & are at the bottom of the tub; I sent a picture to ******* whom *** been dealing with and she said she would look into it. I still havent heard back about the rest of my fixtures. It is now Thursday morning. I would like all of this to be taken care of this month, considering how long this is going on. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/23/2024

  Thank for you following up.  **************** is scheduled to complete her service today (5/23).  ******* from our office has been in touch with her and she was notified of today's service on 5/14/24.  

• Initial Complaint

  Date:02/12/2024

  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.

  We had a bathroom installation in April 2023. The installation was done incorrectly and caused a leak in the ceiling of my garage. We repeatedly asked someone to come out and fix it via email and telephone and they sent someone who was not certified to complete the job and did not complete it correctly. We argued with the company for months and it was never repaired correctly and the drywall and spackle fell down, leaving a hole. We hired an independent company to complete the job and it cost us $3513.35 and was done in October 2023 from ********* Boys. We are requesting a refund of the cost of the repair since their company was responsible for the damage.

  Business Response

  Date: 02/29/2024

  We attempted to complete the repair for this customer in August of 2023.  When we arrived, the customer came to the door and stated that something had come up and we could not complete the work.  We did not hear from the customer again about this until we received the instant BBB complaint. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21283227
  
  I am rejecting this response because:

  This is inaccurate. We attempted to contact and kept getting told we would receive a call back and never did. We called ******* and emailed her multiple times, tried to reach her supervisor, and spoke with customer service with no response.

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

  Business Response

  Date: 03/06/2024

  After the customer sent ************** away on 8/1/23 we do not have any record of her calling to reschedule the work. We did receive a calls requesting that the Master Bathroom be re-siliconed.  Our warranty does not extend to silicone but we did perform that service as a courtesy in February 2024.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21283227
  
  I am rejecting this response because:

  I have telephone records showing calls from my husband to your office.

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

  Customer Answer

  Date: 03/07/2024

  They disputed our claims but did not resolve the matter. We provided additional proof that they were being untruthful about their attempts so I dont understand how the matter is closed.

• Initial Complaint

  Date:01/17/2024

  Type:Order 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.

  01/15/2024. Bath fitter was scheduled to install two remodeled baths. They installed according to specifications attached to contract. The second contract had the wrong measurement and could not be install. Their own installer contacted their office operations due to an error in measurement. I requested a new contract for this bath since the initial contract was wrong. Some gentleman under the name of **** from ******** with phone ************** called me and start harassments by first indicating to reschedule the installation, and later presented himself as from **************** with high voice of intimidation and unfounded accusation that I refused to let his installers do the job. I explained to him that he is calling me to reschedule, and the wrong measurements was done by the company Reprehensive not me, and the Installer called the company to get the correct replacement, not me. This is harassments and lies, and intimidations to their customer. I have contacted the company several times requesting them to issue a corrections to their error in the specifications and reissue a new contract reflecting the accurate and correct measurements. They do not want to correct their errors, instead apply harassments , intimidations and unprofessional tactics to hide their errors.. I am requesting a new corrected contract that reflects the correct measurements of the bath and therefor, the warranty to reflect these changes accordingly.

  Business Response

  Date: 02/07/2024

  ****************** contracted with us for a tub installation and shower installation.  Both were to be installed on the same day.  The tub was installed without incident.  The measurement sheet for the shower base indicated that the base was 32 x 60 which was not accurate.  When the installer realized this, he called into the branch and arranged for the correct size shower base to be brought to ********************** home.  The base was brought to the home with little to no downtime for the installation. The only difference in the base was the dimensions.  Everything else remained the same including color and model. Neither the cost of the base nor Bath Fitter's lifetime warranty are effected in any way by the change in base dimensions. This was explained to ****************** and that a new contract was not needed as the base dimensions are not a part of the contract.  The measurement sheet that ****************** is concerned about is to advise the installer of any conditions he/she needs to be aware of prior to installation. These are not signed by the customer are considered part of the contract for sale. 

  We have asked ****************** to allow us to complete the installation and he has refused. 

  Customer Answer

  Date: 02/07/2024

  The Statement of Bath Fitter that the base was inaccurate is correct. However, the statement that the new base was brought to my home in not correct, repeat NOT Correct. The Installer left and ask me to call the office for rescheduling the installation since he does not have the correct measurement for the material to be installed. I have never refused any installation, since they did not have the correct material measurements. Shifting blame is not acceptable.

  The point here, Any document attached to the contract, is part of the contract. Since the bath measurement document in not correct , which they listed that in their response, therefor the have to issue a new contract with the correct measurement, so they may not come back for any warranty work and indicate that is not what they installed by leaving the wrong measurement according to their admitting that. I should have a guarantee for the warranty that no hassles due to their wrong measurement. Simple request and they should act accordingly. Correct measurements must be attached to a new contract with an actual date for installation. Very simple request.

   

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21157206
  
  I am rejecting this response because:

  The Statement of Bath Fitter that the base was inaccurate is correct. However, the statement that the new base was brought to my home in not correct, repeat NOT Correct. The Installer left and ask me to call the office for rescheduling the installation since he does not have the correct measurement for the material to be installed. I have never refused any installation, since they did not have the correct material measurements. Shifting blame is not acceptable.

  The point here, Any document attached to the contract, is part of the contract. Since the bath measurement document in not correct , which they listed that in their response, therefor the have to issue a new contract with the correct measurement, so they may not come back for any warranty work and indicate that is not what they installed by leaving the wrong measurement according to their admitting that. I should have a guarantee for the warranty that no hassles due to their wrong measurement. Simple request and they should act accordingly. Correct measurements must be attached to a new contract with an actual date for installation. Very simple request.

   

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

  Business Response

  Date: 02/20/2024

  We have reviewed ********************** response.  We did have the new base brought to the customer's house on day of installation.  However, do to ********************** insistence on a new contract, the base was not installed.  Again, the base size does not in any way impact the warranty.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21157206
  
  I am rejecting this response because:I have never refused to installation of the correct base. The correct base never been brought to my house, and that is not a correct statement, nor they offered to install it. I wonder if they use the same tactics with other consumers. All what I asked for to correct the attachment to the contract which is part of the contract so it will represent the truth and accurate measurements for warranty coverage. Let them fix the problem they left with the complete tub that was paid in full, and install the shower this one with a correct contract attachment . I am tired of their lies and incorrect statements.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/28/2024

  We are working with the customer to schedule the second installation.  

• Initial Complaint

  Date:11/30/2023

  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.

  On 2/21/07, I had the bathroom remodeled and received a lifetime warranty on work. On 10/3/23, I went to Home Show and told them the walls and floor had detached from the wall and needed to be repaired. They were supposed to call the following Monday to schedule the work. They never called. I called each week, giving them the same information, and never received a call. In November, in my weekly call, they finally gave me a date of 11/24 for the repair. When they didnt show up, I called them and they said everyone called in sick. They called me the following Monday and rescheduled the work for today, then they called today to cancel and said they were short staffed and couldnt tell me when this work will be done. This needs to be resolved now.I contacted another company to redo the work, and they wanted $13,000 because apparently all the walls will need to come down. Bathfitter needs to do do the warranty work or give me $13,000 to have it done by a more reputable company.

  Business Response

  Date: 12/07/2023

  We apologize for any delay in communicating with *************  We have scheduled her repair for December 13th.  We have communicated with her directly on this matter.  Thank you. 

  Customer Answer

  Date: 12/07/2023

  I will respond after they actually show up and see what their solution is to my warranty. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20937636
  
  I am rejecting this response because:  

  They did send someone out to take measurements..  When I called today to see the outcome, they said it would need to be replaced.  But then they said they were busy with new installations and said it would be March or April before they could get to us.  This is completely unacceptable.  They need to take care of this matter now, not in another 3-4 months.

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

  Business Response

  Date: 01/05/2024

  We understand **************** frustration.  Our schedules have been booked tight and we want to make sure that we send out a senior technician.  We have been able to reschedule ************ to 1/11 which we hope will resolve her concerns.

   

  Customer Answer

  Date: 01/05/2024

  I will wait and respond after 1/11.  I want to see if their technician actually shows up and does the replacement,

   

  thanks,

  *********

  Customer Answer

  Date: 01/12/2024

   
  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. They did send someone out on 1/11, and the gentleman was great and he did complete the repair to my satisfaction.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2023

  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.

  The date of install was right after 8/25/23. It cost me roughly $6500 to have my master bath replaced. The workmen came out and started to replace my shower. They left gouges in my wall and the bathroom was filthy after they left. The broke one of the shower doors in my garage which took me three days to finish cleaning up. The frame to hold the shower doors was scratched out of the box. They did not glue the back wall of my shower properly and it bowed out. The fixture to hold the shower door was put in crooked. I held the check back until they came out to fix it. All they did was put a huge corner unit in the shower to hide the bad glue job. This made my small shower even smaller, but I was told by the ******* that it was a "$500" high end shelve. The also put in a shower curtain so I could use my shower. I was told this would be a temporary solution. I made the mistake of paying the ******* (in good faith) hoping the rest of the bathroom would be completed. It has been nearly two months, and my bathroom is still not fixed. All calls to the company and salesman are met with a "run around" about getting parts and laborers to finish the project. I would like my shower fixed. I paid for a completed shower, and they got paid for a completed shower.

  Business Response

  Date: 11/29/2023

  We have spoken with the customer and have a repair date scheduled for January 12, 2024.  We believe that the complaint will be fully resolved at that time. 

• Initial Complaint

  Date:10/06/2023

  Type:Product 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.

  On 8/7/2021, Bathfitter(Sunshine Bath) refaced by bath tub and walls; with a Lifetime warranty. On9/22/23, we discover a crack on the bath tub.I tried to contact the office to see when they can come a take a look ,I how they going to fixed it .Almost all day I tried unsuccessful. Finally they transfer me to a phone number to leave a message. I did that. They called me , but I was in a medical appointment ,unable to answered. When I call they transfer they transfer me to a phone number to leave a message., but this time the voice mail was full. I talked with ******, with *****, but they transfer me to the same number. I even request to talk with a manager or a supervisor. Unsuccefully ,no one was available . I waited for few days, and on 9/27/23 I called again, all the number I have .They transfer me to the same number that had full voice mail unable to leave a message. On 9/29/23 I insisted, and finally I talked to *******, I explained my ordeal about this and that the crack has been getting bigger and water has been collecting under. she asked me to send pictures and the cleaner I have been using to clean the bathtub. I sended. First she did not received it, she gave me a wrong email address, but finally she corrected and she received the pictures. She said the she will be in contact with me ,and keep me posted. It has been a weekfrom friday to Friday ,I have no hear from ******* o any body from Bath fitter(Sunshine Bath). no one has contact me. seem that they are no going to honor the warranty. Are you able to help me with this? i am very disappointed with the way they are handle this request. Yesterday I email them. no response. I have times and names of people that answered me during my attempt to contact with one person that can give clear information. ************************* ************

  Business Response

  Date: 10/18/2023

  We have reviewed ******************** complaint.  We understand that it can be frustrating going through the warranty process.  All warranty repairs must be evaluated at the corporate level prior to authorization.  We spoke with the customer on October 11th, and have the repair scheduled for November 17th.  

  Customer Answer

  Date: 10/30/2023

  i am ok with the company response. They going to replace the bathtub. Thank you for your help. thanks again.

  Customer Answer

  Date: 10/30/2023

   
  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,
  
  *******************

  Customer Answer

  Date: 12/13/2023

  I dont know what to do , or how i need to doit. Please helped me. This company has no complaint with the agreement of replacement. They was supposed to do it in Nov 17, and the cancelled the same day because the technician  was sick, They resheduled for Dec 8. On the day prior i called to verify the time they was coming and they transferred me to a voice mail that was full. Later I called again with the same result. Even if I requested to talk with *******. I remember  a phone number ************** and I leaved a message. They called me back, just to informed that they had reschedule to January 26 because they have no techincian. Is this company trying to play with me? What I am supposed to do now?. I only want the bathtub  to be replace , but if they are unable to do that ASAP, I am going to request a full refund of my money. Please help me. 

  Customer Answer

  Date: 12/13/2023

  I dont know what to do , or how i need to doit. Please helped me. This company has no complaint with the agreement of replacement. They was supposed to do it in Nov 17, and the cancelled the same day because the technician  was sick, They resheduled for Dec 8. On the day prior i called to verify the time they was coming and they transferred me to a voice mail that was full. Later I called again with the same result. Even if I requested to talk with *******. I remember  a phone number ************** and I leaved a message. They called me back, just to informed that they had reschedule to January 26 because they have no techincian. Is this company trying to play with me? What I am supposed to do now?. I only want the bathtub  to be replace , but if they are unable to do that ASAP, I am going to request a full refund of my money. Please help me. 

  Business Response

  Date: 01/10/2024

  We understand ******************** frustration.  Though we make all efforts to avoid rescheduling a customer, there are times that scheduling issues arise that are simply outside of our control.  We have prioritized her service and she is scheduled for January 19th with our senior installer.  We expect that ******************** concerns will be resolved at that time.  

  Customer Answer

  Date: 01/11/2024

  If they are no going to cancelled the installation again , I'm willing to accept, and expect then on January 19, with the replacement bathtub. Please don't cancelled it.

  Thanks.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20704586
  
  I am rejecting this response because:

   

  If they are no going to cancelled the installation again , I'm willing to accept, and expect then on January 19, with the replacement bathtub. Please don't cancelled it.

  Thanks.

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

  Business Response

  Date: 02/02/2024

  ******************** repair was completed as promised by January 19th.  Thank you. 

  Customer Answer

  Date: 02/03/2024

   
  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

  Date:04/17/2023

  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.

  Hired bath fitters to take out our shower and originally do a garden tub, however they claimed a garden tub wouldn’t fit and we can fit an empress tub however, when first installers came out they were sneaky and installed a tub that wasn’t an impress tub. We had to wait months to get new installers to come out to replace that with an empress tub. To this day we have a tub in that has damage to our walls from the installers damaging our walls and no running water. We were told 2 months ago they were going to schedule someone to come out and repair the damage and fix the water and, we still to this day do not have a running tub and still have damage. This has been going on for going on 8 months now. Very unhappy with the business we have received.

  Business Response

  Date: 04/25/2023

  We learned of this problem in December and requested that a photograph be emailed to us so that we could verify that work that would be required for the repair.  We had spoken with the customer on December 15th in this regard and had a tentative repair date scheduled for January 4th.  However, we did not receive a response back from the customer with the photographs.  We later learned that they were sent to the wrong email address.  We received the photographs needed on April 18th and a repair has been scheduled for May 12th.  We apologize for any delay and inconvenience experienced by the customer. 

  Business Response

  Date: 05/04/2023

  We are extremely sorry for the delay in communication with the customer  and have been working to remedy their concerns.  We do have a repair scheduled for 5/12 and this was communicated directly to the customer.  We endeavor to ensure our customer's satisfaction with our company and are working towards that goal with the ******  

  Customer Answer

  Date: 05/04/2023

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

  We will see what happens on 05/12/2023 hopefully everything gets resolved and fixed. Shouldn’t take months on end to get a bathtub installed ontop of issues with the install and damage. 

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

• Initial Complaint

  Date:04/05/2023

  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.

  The bath tub previously purchased came with a LIFETIME WARRENTY.
  
  This company has been refusing to honor the warranty since November. They have brought out the wrong tub multiple times, rescheduled appointments without not notifying me. They are a lying company who does not honor their promises.

  Business Response

  Date: 04/10/2023

  The customer was scheduled for a repair on 4/5.  Unfortunately, we realized at that time that we had ordered the wrong replacement tub.  We are extremely sorry for this mistake.  A new tub has been ordered and the customer is rescheduled for the repair for May 1, 2023.  This was communicated to the customer on April 5th.

  Business Response

  Date: 04/20/2023

  Again, we are extremely sorry for the error in the tub size.  We did communicate with the customer on 4/5 to explain the situation and we have the replacement scheduled for 5/1.  

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the are still ignoring every other complaint I have stated. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:02/08/2023

  Type:Product 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 were visited dec. 15th by Autumn the sales representative. She told us we could pay a refundable deposit $2774 to hold the price quoted while we decided over the weekend. Promptly on the 16th we decided not to proceed with the project and requested a refund.
  It's Feb 8 and we still haven't received the refund. We have called many times requesting a status for the refund and no one gives us a clear answer, sometimes no one answers the call at all.
  All we would like is the refund. If someone could please help us concluded with this situation we would appreciate it.

  Business Response

  Date: 02/20/2023

  Mr. ****** did cancel his contract within the cancellation period.  Initially, we attempted to refund Mr. ****** by charging the amount back to the credit card that was used for the deposit.  However, we were receiving errors when we attempted the charge back refund.  As such, we requested our financing department issue a refund check.  Check refunds on credit card deposits are not our normal practice and unfortunately Mr. ******' refund was an oversight by our financing department.  We have confirmed that as of today's date, Mr. ****** has received a full refund for his deposit.  We apologize for the delay and any inconvenience this has caused.

  Customer Answer

  Date: 02/24/2023

  
  
  Complaint: ********
  
  
  I received a refund BUT through my credit card service after I told my credit card company the situation, they understood the problem and were inmediately helpful, they created a dispute. So in the end it was my credit card company took charge of the matter and gave me a solution, not this business. This business, unfortunately didn't communicate clearly with me on the few occasions that a real person spoke with me in regards of the refund and this business never followed up with me on the situation. 

  I appreciate the response but to be clear my credit card service is who resolved the situation not this business.

  Sincerely,
  
  
  
  *. ******