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:10/25/2024

  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.

  My customer service experience has been terrible and I am unhappy with the workmanship. I had new windows installed and they did a terrible job. I paid $12,000 for this job.

  Business Response

  Date: 10/29/2024

  Dear *** ******,
  

  Im very sorry to hear about your experience. We regret the issues with the workmanship and your dissatisfaction with our service.
  To resolve this promptly, we will send a technician to take care of the caulking to resolve this promptly. We appreciate your patience and understanding as we work to make this right.
  

  Sincerely,
  Bath Planet of St. Louis and More,

   

• Initial Complaint

  Date:10/02/2024

  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.

  This company says that the job I requested is complete but refuse to send me a completed bill or contract. I have demanded a certificate of completion from them and they refused. They want me to pay a balance of $1499.00. The work they did was missing items I had ordered. And the ****** broke an air conditioning line I had to replace. Also they attempted to get a loan without my approval for their money. I have a copy of that application I was able to retrieve from Foundation loans. The job was ordered in may 2024. Completed in Aug 2024. I have never received a bill to pay, they just send people to collect a check or call to do credit card on the phone. To this date I have given them $24,000.00 dollars. And they did a previous loan with synchrony for $13,000.00 for a total of $37,000.00 of a job I dont even know how much the completed job contract says. This job included a new roof, new under wrap for siding, new siding and a bathroom remodel. Two windows replaced and new gutters. I did not get the under wrap under the siding. The ****** damaged my air conditioner. I had to call several times to get things finished. They came back and finished roof, came back and did the gutters. They did not pay for damages and will not give me a certificate of completion, they just want that $1499.00. I want paperwork on improvements to my home.

  Business Response

  Date: 10/03/2024

  Dear Ms. ******************** you for your feedback and for allowing us to address your concerns. We take all client feedback seriously and strive to provide transparent and fair service.
  
  Regarding the itemized bill requested by Ms. ******* we follow a standard policy we do not provide itemized statements, but we can provide a Balance Statement reflecting the final balance. Once the outstanding balance of $1,499.50 is settled, we will be able to send a Balance Statement showing ******* ******* balance as $0.00. This was previously communicated to you, and your signed contracts will show the total for each project you have contracted with Bath Planet of St. Louis and More.
  
  For matters regarding the clipped electrical wires, please see the attachments. We deeply regret any inconvenience caused. We have offered to cover the costs for the wires,thermostat, and low voltage fuses. As per the attached letter and invoice from ***** ****, owner of ************** who serviced the wires on August 5, 2024,our responsibility is limited to these specific items. Any additional service calls related to Ms. ******* AC unit are her responsibility (i.e. double pole breaker, etc.) per ***** ****. However, any service requests with our products,that fall within our contractual agreement will be duly addressed by Bath Planet of St. Louis and More.
  
  We value your business and are committed to resolving your concerns. Please don't hesitate to reach out if you have any further questions or require additional assistance.
  
  Sincerely,
  Bath Planet of St. Louis and More

• Initial Complaint

  Date:09/18/2024

  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.

  I have been calling bath planet for over a month to get a broken panel replaced, and every time I reach out they tell me they have contacted the service manager and I never receive a call back for an appointment. I have had issues with this company going back to the begininning of the start of the project and they have fixed some issues. However, it has been an extremely slow process and multiple times I have been unable to use my bath when I have a toddler in the house. I would like to get a scheduled appointment on the books so we can get this problem fixed instead of them avoiding me.

  Customer Answer

  Date: 10/01/2024

  Complaint: 22305078
  
  I have reviewed the business' response and am rejecting it because:
  
  I have not put anything on the wall that would negate the warranty. The panels were replaced multiple times because of faulty workmanship on the subcontractors part.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/25/2024

  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.

  While doing work on my mom&#**;s property, this company cracked my windsheild I reached out to the sales rep and sent them pictures of the damages with no reponse. I then spoke with *****, who works for the company and she told me that there is no proof that this was done by the workers. In addition, she told me that they would pay me $200 for my windsheild when my mother makes her 1st payment to them for their services. The windshield damage was done to my car, it does not have anything to do with my mom making a payment.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  ***************************
  ***************
  *****************************************
  
  Re: Response to BBB Complaint

  Dear ************,

  We are writing in response to your recent complaint filed with the Better Business Bureau. At Bath Planet of St. Louis and More, our customers are our top priority, and we strive to ensure complete satisfaction with our services.
  

  Regarding your concern, we would like to clarify that your vehicle was indeed covered during the roofing project. Additionally, we offered to have the windshield repaired by a reputable auto glass company for $289.61, and you agreed to this price.
  

  When we followed up to verify the completion of the roofing project, you informed us that you were very happy with the work performed and signed the completion form, indicating your satisfaction.
  

  To resolve this matter promptly, we kindly request that you contact our office at ************** at your earliest convenience. We are committed to addressing any remaining concerns and ensuring your complete satisfaction.
  

  Thank you for bringing this to our attention. We look forward to assisting you further.
  
  Sincerely,
  Bath Planet of St.Louis and More
  **************

  Customer Answer

  Date: 08/07/2024

  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:02/28/2024

  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.

  Signed the contract November for our bathroom remodel I had made three payments getting ready to make four they have never came to my house to start the work I have called them once a month to find out what was going on and theyre also charging me interest every month which I was told was gonna be interest free. Please help me solve this issue.

  Business Response

  Date: 03/05/2024

  Dear *****,
  
  I am writing to provide you with an update on the complaint you submitted to the Better Business Bureau (BBB) on February 28, 2024. During our conversation on March 4, 2024, at 12:13 pm, I aimed to address the two concerns you raised - your special custom order and the reason for the delay - as well as your questions about the financing and type of loan you believed you were entitled to. Unfortunately, during our recent conversation, we experienced some communication issues, and I was unable to provide you with the direct phone number for the finance company. During our conversation on February 28, 2024, at 10:15 am, I informed you that your order would be cut to order per the specifications, which would result in a longer wait time for its arrival. Once your order arrives at our warehouse, we will notify you promptly, and a professional installer will be dispatched to ensure a seamless installation process.

  As you may recall, your shower pan is a special custom order that is cut to order, a process that takes longer than a regular order. We apologize for any inconvenience caused by the delay.Regarding your financing questions and the reason you received a bill from the finance company, please find attached the finance documents that were presented and explained to you and subsequently signed by you.
  

  We take all feedback seriously, and we are committed to providing you with the best possible service. Please do not hesitate to reach out to us if you have any further questions or concerns. We value your business, and we look forward to resolving this matter as quickly and efficiently as possible.

   

  Respectfully,

  ***********************-Cross

  
  
  
  

• Initial Complaint

  Date:02/22/2024

  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.

  I paid for a bathroom remodel since completion there has been issues. I am not able to fully use shower space without leaks, door does not close or open as it was designed I asked for complete demolition of a shower wall they placed new product over and now there is a bulge the shower head which are 2 leak and there is a leak beneath the work evidenced by a puddle of water in basement floor after a shower of length the shelving has since fell inside shower and caulking is old looking the wall for shower door is old looking I have called for the last 7 months to this business and get a run around story but no repair

  Business Response

  Date: 02/23/2024

  We apologize for the delay in addressing your concern and assure you that we understand the urgency of the matter at hand. We have taken note of your issue and will dispatch a qualified professional to your location without delay to resolve the matter expediently. The customer's patience and understanding are greatly appreciated, and we thank them for bringing this matter to our attention. Rest assured that we will take all necessary steps to ensure that these issues are resolved comprehensively and to the customer's satisfaction.

  Customer Answer

  Date: 02/29/2024

  Complaint: 21330952
  
  I am rejecting this response because:
  
  We have been patient and understanding after initially not being heard.  It has been over six months.  I desire to believe they would honor business practice and rectify the issue.  Sadly up to this day of recording we have had no more than promises not kept.  My wife has called almost daily to resolve issue to no avail.  They have sent someone to look at complaints and again even after this person states they had a direct relation with office manager and issues reported was clear. Nothing more than promises not met.  I respect they are a business and issues crop up.  What I do not agree with nor understand is how long does a business need to rectify a deficit on their side? They have received payment after an issue there as well. I am still waiting for my resolve.  I am seeking action. I have paid out over $17,000 to use a shower that is not 100% functional.  I began using the shower 4 months after alleged completion as I will have to spend even more monies to seek legal action and find someone to be of their word and repair what they wont.  
  After this journey of many issues and understanding to no avail I do not trust the next person will be better.  I choose this company with hopes I would have professional results only to be mismanaged as if I used a wayside business.  Where is my happy ending?  Is it business minded to leave an issues bathroom for more than six months and yet all that can be offered is a request from the business to. E patient someone is coming?  Without a date time and action this is no less than street play and gas lighting which I need neither.  I have done my part I have made myself available sent picture sent text explained and yet nothing has changed on my side.  I am asking to be made whole.  I can not use the wording in a timely manner as time has eluded me with this his company.  Please BBB ask and push them to do right by me and my family.  I feel is k dealing with a wayside company and hazardous situation. I glass wobbling in my bathroom with children in my home.  I am just asking to receive what I was not only promised BUT what I paid for. I was sold a fairy tale at this point from project to payment arrangements and I still fulfilled my side.  Why do they get to receive my money and not provide the proper project that is functional and beautiful?
  
  Sincerely,
  
  ************************

  Customer Answer

  Date: 02/29/2024

  I went to BBB some of the same pictures the company received.  There is leaking from the shower heads.  They didnt remove old wall as requested and paid for there is a bubble in the wall due to this.  The installer said the original wall was stronger than what was being placed presently.  I am not a contractor I thought we were updating the home for an addition to the house life and usefulness of the shower.  This has gone on since August 2023 how long are we to wait?  They had the original installer call make an appointment and never show. The response after that was he said it was a different date.  They are just jockeying us around I belt because they have gotten their money.  They have on a recorded line per their business then saying they will address all issues and they have not.  I just wish to be made whole.

  Business Response

  Date: 03/05/2024

  Good afternoon,

  The service order request the consumer was being completed the same day the consumer wrote the rejection, this is a possible overlap, but the service order has been completed. Please find attached the completed service photos. Mr. ******* signed off on the completion form at 4:00 pm on February 29, 2024. The servcie technician went over evrything with the customer and he was completely satisfied. 

  Please let me know if you have any additional questions. 

   

  Respectdully, 

  ***********************-Cross

   

• Initial Complaint

  Date:02/08/2024

  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.

  I had a bathroom remodel and the light switch does not work. I have been calling them since October 2023 to send some out to look at it. They wanted me to flip circuit breakers and check electricity but I&#**;m not an electrician and don&#**;t feel comfortable looking at it. I called and electrician to come out and look at it and the lady at **** H32373438**3135333530H told me I voided my warranty because I hired an electrician to look at it. I just want my light fixed

  Business Response

  Date: 03/05/2024

  Dear Customer,
  

  We appreciate you bringing the issue with the light switch in your bathroom shower area to our attention.We regret any inconvenience you have experienced.
  

  As we discussed on February 8, 2024, the warranty on your light switch was voided due to someone other than Bath Planet of St. Louis removing the light switch cover plate and accessing the light electrical box to check the wiring. Please note that any unauthorized repair or tampering with the product will void the warranty, as specified in the terms and conditions of your contract.
  

  If you have any further questions or concerns, please do not hesitate to contact us.
  

  Sincerely,
  Bath Planet of St. Louis

• Initial Complaint

  Date:10/11/2023

  Type:Order 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.

  I contracted Bath Planet of St. Louis to remodel my bathtub into a shower. They came in June and did most of the work, but there are still things that need to get done that they did not do: install a safety bar and shower bar and apply a nonslip coating on the flooring of the shower. I paid for the services the day they completed most of the job, with another contract agreement for ************* that is to be paid after it has been installed. Because we changed a few things in the original contract (to put in a shorter safety bar than what was originally ordered and do not install four of the original shelves), Bath Planet gave me a new quote for what I owed. I have not paid that second quote because I am waiting for them to return to finish the job.I have called the office several times since June, and the secretary tells me each time that no one is available to do the project. I have called the owner who each time promises me that he will look into it or he tells me to call the office. It has been four months that I have not been able to use the shower because I have a handicapped knee and need the safety bar and the nonslip coating in order to shower in there. I tried once and slipped in the shower.I want Bath Planet to call me immediately and schedule a time to finish this project. And show up without canceling.

  Business Response

  Date: 10/11/2023

  Thank you for reaching out to us,

  I have spoken to several members of my office that have followed up to resolve your concerns, It was my understanding that there was a bit of a challenge in communication as information was being relayed from several different sources. The original contract was placed as a rush order to complete with in a time frame that fit your specific needs; so I am sure you are aware of the challenges that can pop up when changes are made after the original contract as been processed, and ordered.  As of this time it has been verified that we have an apt set on 10/13 to install the items that were ordered as a result of a Change from the original contract . If this is not the case please feel free to reach out to our office directly. 

  Bath Planet of St Louis

  Customer Answer

  Date: 10/13/2023

  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.
  

  I ask that the BBB withdraw my complaint. I emailed the BBB within minutes of posting the complaint and asked to withdraw the complaint but it appears you did not.
  
  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.

  January 29, 2023 signed a contract w/BathPlanet to remodel a bathroom. I had just started vetting companies to do this work. They said that if I found another company with like description of the contract they would match it.
  I received a contract from BathFitter a couple of weeks later and called BathPlanet to let them know. They asked for the contract, which I emailed to them. They later called me and said they would match it. BathPlanet cost was $10,985 and BathFitter was $8716. I said great let's go ahead with BathPlanet doing the bathroom.
  The day they completed the job **** the contractor asked me to sign off on the work done, and showed me the contract with $2000 deducted from the price. I said I would not sign it because it was supposed to be a matched price. **** said he would take the contract back to the office for them to discuss and call me. After much phone tag with them I was told that **** **** wanted to meet with me at the house. I thought he was coming to have me sign the contract with the fully matched price. He came to the house to tell me that they were not going to match the price at all, it was a mistake on their part, the BathFitter quote was not comparable to their product. They said it was just cheap plastic I could get at any big box retail home improvement store. I was totally astonished to say the least.
  Had I known they were going to renege later, I would have never decided to go forward with the project. I wish I had take a picture of the contract with the $2000 deduction that was handwritten on it. I told **** that I was willing to negotiate this failure on their part, to just give me the $2000 they had written on the contract. But he said his boss would not do that. I asked him to go to the office and let the Manager know how unhappy I was about them lying to me and he said he would and would get back in touch. I never heard from him. I wish I had take a picture of the contract that **** showed me.

  Business Response

  Date: 04/18/2023

  Customer signed a contract on 1/27/23 with our salesman as well as a filled out and signed credit application to fund the project. She also met with our pre remodeling team supervisor **** on 1/31/2023 that took before pictures, remeasured and had the customer sign off on the preparation review paper.  On 2/6/2023 the customer had Bath Fitter to her home a local competitor and they quoted her less than the contract that she had signed.  Although she was not a previous customer of Bath Fitter, they discounted as if she was over 2100.00, as well as there was a $500.00 deposit amount deducted on their quote. When reviewing the quote it was evident that it was not an apples for apples deal, and that Bath Planet of St Louis was actually providing more product and labor than the Bath Fitters quote as well as offering the Good House Keeping seal of Approval.  On 2/8/2023 a message was left and then on 2/13/23  sales explained the differences between the contract and quote and how we could not offered the price deduction.  On 2/20/2023 the customers job was completed and she signed off on 2 different completion forms on 2/22/2023 attached.  We have not been contacted by the customer since the install was completed and her project was paid in full by her funding bank in Feb 2023.  We do show that the finance company as well has sent her monthly statements that started in March 2023, but she has 24 month deferred interest if the balance is paid in full within that time frame.  We are here to service any of the products and workmanship that were provided, but will not be offering a rebate/refund of any kind at this time.  

  Customer Answer

  Date: 05/01/2023

  I agree that I signed those documents. 

  I want to correct a fact that they stated incorrectly.  I have a bathroom that was updated by BathFitter, so I am a previous customer. In fact I showed ****** and **** that paperwork to ****** and **** when they were at my house. 

  Regardless of their claim, I would like them to explain to me why the called me on the phone after I submitted the BathFitter paperwork and told me they would match that price. 

  Additionally, I want them to explain to me what happened to the document that I was supposed to sign off on that **** gave me that showed $2000.00 deducted from the $10,985.00?  I told **** that I would not sign that because they did not match the price of BathFitter and were off by $716.00.  **** said he would take it back to the office so it could sorted out. 

  **** **** said that someone made a mistake, so he knows that I was offered a matched price.  He apologized profusely.  I let him know that I am sorry that happened but it had nothing to do with me.  When mistakes are made businesses should own up to them and understand it is part of doing business. 

  I would like BathPlanet to at a minimum refund the $2,000.00 that they wrote down on the contract. 

  Thankyou.

  *****

   

• Initial Complaint

  Date:02/28/2023

  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.

  Bath Planet installed a tub and shower in my home. I am filing my complaint whenever I turn on the faucet the shower turns on, no matter if it is suppose to or not. They did not properly caulk around the bath. I have called bath planet multiple times and even texted the installer with no luck. If this is not handle quickly, I will go with legal action.

  Business Response

  Date: 03/01/2023

  The customer is on record as calling in and we have a service entered on 2/16/2023.  The service was issued to the repairing agent and recorded as taken and acknowledged 2/20/2023.  We do not show another call from the customer, but he was on the follow up sheet for services for 3/2/2023 (10 days) We did however contact the customer today 3/1/2023 revised the service and scheduled that for today 3/1/2023 @ 4pm.  We have asked the servicing agent to follow normal processing of obtaining a completion/satisfactory form once the service is completed and we will also be following up via phone again.