Complaints
This profile includes complaints for USA Bath, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/07/2025
Type: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 transaction originated November 13, 2024 at my ********* residence. The agreement was to upgrade three bathrooms. I and ***** ******* sat with USA bath representative **** ****** and selected a pattern for installation of the bathrooms. ***** and I selected a pattern which was white in color. A contract was completed and Mr. ****** entered in is computer the name Madeira Granite. On January 2, 2025 an installer came to my residence and started the remodel. After removing the original walls and plumbing the installer brought in the bath wall product which I immediately informed him that this was the wrong pattern. He in turn contacted the office and supervisor of Sleadd who indicated the contract was for Madeira Granite which is a brown mixture. I explained to him that this was not the pattern that ***** and I selected. I was informed that the contract indicated the Madeira product and to change to the white pattern which the installer had a sample of which was described as Calcutta would cost additional money. He also stated if I cancelled the order we would end up in court. I took into account that the installer had removed walls and applied adhesive to the walls for installation and instructed him to finish what was started. He completed the installation of the one bathroom and I paid him $12,450.00 for bathroom. I dont agree that I should pay additional money to correct the mistake by Mr. ******* I was told that I was sent a copy of a picture of the product for installation however the one copy I received does not reflect the pattern that the installer used. On January 6, 2025 I received a packet in the mail from USA bath regarding the contract. The paper indicated that the contract could be voided within 5 days of the agreement. The packet is incomplete and does not explain the entire process. The packet should have been received prior to the 5 day period. The 2nd and 3rd bathrooms have not been addressed nor have I been contacted since my complaint.
Business Response
Date: 02/03/2025
When speaking with Mr. ******* on the phone just prior to installation and after hed been shown the contracted material color of Maderia Granite by our installer Mr. ******* informed me that hed received the wrong color. He explained that when our installer was setting up to work,he found a different color that looked like white marble. Our installer used this scrap piece of material to cover his work area. When described to me by Mr. ******* I understood that color to be Calcutta Marble. After naming the color described Mr. ******* then said, that was the color theyd like. When I explained we could absolutely change the color but that wed need to repurchase the wall panel materials Mr. ******* then explained that the Calcutta Marble is what they had initially picked out and refused to pay any additional cost to change the colors. I offered Mr. ******* a reduced cost for the materials, and he declined. Mr. ******* then agreed to allow the installation of the contracted Maderia Granite colored shower to begin without further delay.
During the initial consultation with Mr. ******* our design consultant Mr. ***** used (as is standard practice) his three-ring binder holding color samples to choose from. These colors range from the basics like white and grey to premium simulated stones, granite, marbles, and travertine. Upon selection of the color and hardware options a price is then generated for the customer using a standard pricing guide for all our products.The details are then added to our contract, reviewed, and signed in multiple locations on the document by the customer. All color names and hardware styles are written on the first page of the contract. Mr. ******* singed the contract with colors indicated as ******* Granite.
To unsure we catch any errors prior to ordering any materials a fulfillment package is mailed to each customer with detailed images and renderings of the project, including the colors selected.
Mr. ******* was mailed (3) of these fulfillment kits one for each of the bathrooms hed contracted with us. Each of the fulfillment kits showed clearly the dark colored Madiera Granite that was selected by Mr. ******* at the time of contract. When this issue was initially brought to my attention I phoned Mr. ******** I asked him if hed reviewed the fulfillment kits we sent, and his reply was no. I then asked if he received them, and his answer was yes.
Mr. ******* was given the opportunity to change the color of the second- and third-bathrooms shower walls prior to scheduling without any additional cost as we had not yet ordered materials for those ******** ******* then singed change orders doing so.Customer Answer
Date: 02/03/2025
Complaint: 22780468
I am rejecting this response because: The USA bath company neglected to mention that an additional cost of $2500.00 dollars was added in addition to the previous agreed amount of $14,100.00 to correct the change. The picture that was originally sent also does not depict the product that was installed. I agreed to have this product installed because the bathroom walls and bathtub had been removed. My only disapproval is that I had to pay an additional cost for a change of material not yet installed.
Sincerely,
**** *******Business Response
Date: 02/04/2025
We regret the customer is disappointed, as that is never our goal.
In this situation, prior to the installation of the 1st of 3 bathrooms, the customer was given three opportunities in writing to approve, or voice a problem with, the color. The contract, the fulfillment kit, and the pre-installation checklist. The pre-installation checklist is competed by customers on the morning of install, prior to doing any work/demolition as a final check to ensure all materials are correct and approved. It clearly lists (as did the contract and fulfillment kit) Madeira Granite Acrylic Wall System. There is a checkmark next to it, as there is for all the other materials, and the customer initialed the form in both places and signed it where is says (bold highlights as shown on original document) The undersigned customer understands and agrees that the above is a complete list and accurate list of items to be installed and authorizes and instructs USA Bath to commence installation of the remodel based on this understanding.
After the first bathroom was done, Mr. ******* and USA Bath agreed to change the wall colors in the remaining two bathrooms from ******* Granite to ******** Marble. The materials for the 2nd bathroom had already been purchased and received, therefore a second set of walls had to purchased (materials are ordered custom for each project and cannot be returned). For this bathroom, Mr. ******* was charged $2500.00 (a 50% discount), which he agreed to by signing the change order. For the 3rd bathroom, the walls were not yet ordered, and we were able to switch the color at no cost to Mr. **************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.