ComplaintsforBay State Bath

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bay State State refuses to replace damaged bathroom tiles from toilet leak. Owner of company told me that warranty is no longer valid because company had to issue me a $4200.00 credit. The credit was for incorrect vanity and countertop that I paid for. Owner of Bay State advised me to look at a showroom in Burlington for correct vanity and countertop. While visiting showroom I found correct vanity and countertop. I called owner to let her know. She told me to order vanity and countertop and she would credit me for incorrect products. Company warranty policy is lifetime for all materials and 5 years for labor. Owner telling me my warranty is no longer valid makes absolutely no sense. Since day one of this project she has take no responsibility. She always has an excuse and tries to blame me.

  

  Business response

  08/22/2023

  We dont warranty customer supplied items . She supplied a glue down vinyl floor, we only use interlocking vinyl .
   She was originally doing the floor herself and when her installer canceled, we had to step in to keep the project rolling. On our contract and a customer responsibility form that she signed, we state that we do not service these items as they are held to their manufacturers warranty, not ours, if it is a matter of a defective product. Unfortunately, she chose a product with no warranty, and we do not supply that flooring, so we cannot service her floor.

  That floor is not part of the warranty.  She supplied it and was supposed to do it herself, we only ended up doing it because her flooring contractor backed out at the last minute.

  
  *************************
  Bay State Luxury Bath 

  Customer response

  08/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The flooring is damaged as a result of leak from toilet. Bay State has already acknowledge responsibility for leaking toilet pipes. They sent a plumber out a couple months ago to fix. The damaged flooring is a result of water leaking from toilet under flooring.
  
  Thank you,
  ***************************** 

  

  Business response

  08/23/2023

  We do service our work that is under warranty with the materials we supply for our customers. We sent a plumber to verify that the toilet is not leaking. Unfortunately, glue down flooring, which, in this case, was supplied by the customer, do not stay in place over time and naturally separate with natural contraction and expansion, which is prominent in *********** with changing seasons and temperatures. We do not offer glue down vinyl floors for this reason, and only sell our customers interlocking vinyl flooring.

  Another contractor purchased and was scheduled to install the customer supplied flooring, which was not a supplied product by our company, and the contractor did not work for our company.

  When he cancelled his scheduled work with the customer, we installed the customer supplied glue down floor, after many structural repairs to the subfloor at no charge (as her contractor did not have the skills to repair her subfloor properly). Unfortunately, these floors do shift and ****** did sign on both the contract, and our customer responsibility page, that we do not warranty customer supplied items, as they are not the products we sell or traditionally install.

  The floor was installed properly, but unfortunately it is not a well designed product, hence why we do not offer it. The photos above show the flooring tiles in question. The toilet was inspected by our Master Plumber, which he reported is not leaking and there was no moisture around the toilet. Again, we do not warranty customer supplied items. The attachment above shows the customers signature accepting responsibility for the warranty on her flooring. See line 6. Unfortunately, we cannot warranty a product that we do not offer, and any warranty falls back on the manufacturers warranty, which typically do not warranty installation. We are happy to service the flooring at as a billable service, but we cannot do it at no charge. We recommend customers allow us to purchase and install the products we offer so these issues do not arise. 

  Customer response

  08/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Damage of floor is a result of leak from toilet that Bay State Bath installed. Water leak caused edges of tiles to rise. Flooring around toilet is no longer sealed or smooth like rest of bathroom floor. Flooring damage is a result of toile leak and has nothing to do with flooring materials. Flooring is first quality product.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April ********************************************************************** my new condo. It is now May ************************************************************************************** to pay the remainder of the entire contract. they are also now threatening to put a lien on my property. The owner is now texting me and emailing ME on a Saturday making these threats. They are completely disorganized and bring in what I guess would be contractors from Angis list. Theres been no fewer than 10 different people here. The work was originally really bad, not what I ordered so she agreed to redo it but now wants to charge me extra. All I want is for this to be over. I asked her to remove $2500 from the final invoice for products and services not received that were part of the signed contract. She (the owner) became very hostile and said I agreed to pay the final amount of the contract that was financed. What I actually said was I will not pay more than the contracted amount. I expect things to be subtracted that were not delivered. And ** still waiting to be reimbursed for the multiple items that I returned and had to purchase on my own. Im also going to need electrical work and they damaged my new washer and dryer.. Also, bathroom doors wont shut. I uploaded some of the pictures taken of the poor workmanship that happened last summer. They even threw away my heating vent cover. They sent someone to measure so he could rebuild one and he did not. They also promised to send someone out to replace the panels in the shower that were damaged during installation. That did not happen. The vanity is still not centered in the room, but it did look much worse the first time they did it. They cannot expect me to have to pay more money to fix their mistakes. Because they initially did not continue the floor into the laundry closet, the water seeped in and damage the ceiling on the bottom floor. The caulking was a mess too.

  

  Business response

  05/16/2023

  ******,

     I am sorry that anything I said may have made you feel uncomfortable.  Our entire team worked very hard to manage your very difficult project. You are correct that some of the team does not speak fluent English, but they all work for me day in and day out. They are NOT random hires from *****'s list. We also have a full staff of Americans who are all very fluent in English.  We have a full staff in the office available to field any concerns as well, and most customers are delighted with how hard the men work and with the quality of the work. I am including some photos to show the extent of prep work needed before we could finish 

    I responded to you by text was because you had always communicated to me by text, so once again...I am sorry if that made you uncomfortable.  That seemed to be your preference since you reached out to me on Thanksgiving eve when you had water leaking from your washer back up, that you thought was a failed plumbing part but eventually realized it was your washer malfunction, not a problem with the shower we installed.

   You asked me to redo your entire floor, and your vanity , countertop and lighting, even though they were installed exactly per the written contract that you signed. You claimed the sales rep did not show you samples but he was able to reproduce every screenshot he shared with you as you spent hours with him designing your project.

   I can only install what the customer agrees to.  The contract is a legally binding document.  I ordered and installed exactly what you chose during your sales appointment.  Despite that, at my expense, I purchased an entire set of replacement products, telling you I would redo your entire room with your new design if you would simply agree to approve the project at completion so I could finally be paid for the work.  You agreed to that in writing.

  When you were asked to pay, you then refused.  You stated you wanted to change the balance due so that you would not have to pay for the vent fan that could not be installed.  The time to negotiate what would or would not be included in the final bill was before the work began, not after.

   I spent far more installing a new floor, new vanity, new lighting, reinstalling your toilet, that you lost on the vent fan that could not be installed.   You refused to discuss.  You left me with no choice but to advise you of my rights, as a contractor, to appeal to the legal system and protect my right to be paid for the work done. 

  Customer notes on this ******************** that she wants to resolve but refuses to have communication with the company.   Resolution starts with honest communication.  

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

  Owner

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 16th 2023,We Hired Baystate bath (a.k.a. *************************) to refinish my tub area, and install a new shower area. No permits were pulled for the work done in my home. We had Plumbing done by one of her workers who wasn't a plumber and spoke no English, he sent pictures to the Plumber she had on staff. When my bathroom was demoed her people cause damage to my ceiling, walls (holes), toe kicks (cut out), stained my ceramic floor with glue and grout. Damage was also done in the area below the bathroom where PVC Glue and Sawdust was spilt all over my ski bag. When her workers tried to fix their mistake, they made everything worse and I ask them not to come back. I had to hire someone else (a third Party) to fix the repairs that were made costing me more money. I asked ************ for a final bill from Baystate Bath, after a month and a half I finally got one and ************ padded the bill with extra's and expected me to pay for the finished product that was destroyed by her people. Baystate Bath made the mistake and ************ wants me to pay for those mistakes. I have pictures and can better explain the whole situation with the pictures that were taken. According to ************ and her TV commercials claims they can replace your bathroom In Just One Day" which I feel is deceptive and unfair practice, seeing they couldn't even get through this install without destroying my bathroom. I'm looking for intervention against Baystate Bath a.k.a. *************************. Im not happy at all with her business practices and the way she does business.

  

  Business response

  04/19/2023

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

    I am very sorry that you chose to ask us to remove your entire system that WAS completed "IN JUST ONE DAY".... I have attached a video of the job you asked me to remove.

    Please also remember that we performed our work exactly as your contract was outlined.  You had us remove your cracked tub, that you said a friend had installed for you.  You did your own electrical work after our demo, and we did our best to follow your timeline and your work requests.

   On the day of the install you were asked to confirm the seam placement, which you knew would be necessary, due to the oversized space.  Our sheet materials are limited to 5 foot length, your tub cavity was a 6 foot length.  You stated you knew the seam was necessary and agreed to allow the installers to proceed with placing the seam near the corner seat. My Master ******* came to the job site to reassure you that your shower pan and valve were all installed correctly.

   As I am sure you must know, there is tremendous shortage of skilled labor in all the trades.  We do employ some wonderful, hardworking Brazilian men who take great pride in their work. I have installed over ****** jobs and the vast majority of them are stunning and have no complications, customers are very happy with our work ethic and our commitment to excellence. 

    Once the job was completed, you called to complain you did not like the way the seam looked, so I agreed to REMOVE THE ENTIRE SYTSTEM, at no additional cost to you , and re-order a different design to satisfy you.  I sent a Sales Manager to your home immediately to go over options to redo the wall system, at no additional cost to you. You stated you were very happy with the way things were being handled and approved the new design. I ordered the materials, and because they are custom orders they cannot be refunded.
  

   You have only paid your deposit, you were never asked to pay the balance for all the work performed. You were given a full accounting of expenses incurred since you are still in possession of an expensive CUSTOM MOLDED *************** SHOWER BASE , the new DELTA SHOWER VALVE, the demolition, the Laser Etched Grayline walls that were installed then removed per your request, as well as plastering done by my plasterer to help you finish the adjacent walls areas.  Your deposit did not pay for all of that work.     

    I simply cannot understand how you can be asking for a refund.  The work performed exceeds the money you have paid me.  I am more than willing to discuss this further, if you would like to have a conversation.

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

  Owner

   

• Initial Complaint

  05/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15 I made a contract with the company to have a renovation of my bathroom. I was told that the work would be finished within 6 weeks. The workers showed up on April 14th but the work was not completed due to an error that they made. The unfinished work is unsightly and uncomfortable. I had to re-install shower curtains. In spite of my constant complaints I was told that the work would not be finished at least for the rest of May. My husband and I are very upset due to the neglect and lack of solution of our problem. I have no idea when the work will be done. I desperately need your help to solve my problem.

*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. ↩