ComplaintsforUSA Bath, LLC

• Initial Complaint

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 3, 2021 we entered into a contract with USA Bath to replace two showers. We were acting through Home Depot and were required to pay for the job in full at the time the contact was signed. Installation was slated for late May. We were then contacted in April telling us that our job was being pushed out until July. This week the installation happened, but on Friday afternoon we were told that the job couldn’t be completed because a shower door was unavailable. This is a door we paid for in March. The office said the door was back ordered and was due in next Friday. I requested some financial consideration for this delay and miscommunication and was rudely told there would be no adjustment. I do admit I was angry and probably pushy on the phone. This job cost $25,500, which is quite high, but we received a pitch about the company’s high BBB rating and all the ways their products were superior, so buyer beware. At this point I have no faith that the job will be completed.

  

  Business response

  07/19/2021

  Mr. ******* was offered a curtain rod and a shower curtain so that he can use his bathroom during the week we are waiting for his backordered Kohler shower door to arrive.  Home Depot collected his funds in March, USA Bath did not and will not receive any payment for his 2 bathrooms until they are completed in full.  His words to me on the phone were "Here is what you are going to do.  You are going to refund me $500.00 or I will put in a complaint with the Contractor's Board and the District Attorney."  Backorders are out of our control and we collect nothing until they are in and installed.  We believe this customer has put in a false complaint due to us not heeding to his threats to give him a monetary discount.  His complaint is unfounded and we will complete his remodel in accordance with our contract.  Thank you.

  

  Business response

  07/20/2021

  We cannot address the experience with Home Depot.  We are a service provider and are not involved in their financing.  We did have delays with regard to materials shortages and we had notified our customers of the delays.  This is not a situation that is unique to our company and is an industrywide challenge at this time.  We did not intentionally not inform the customer of the delay of the door or hide the fact that we did not have it available.  Our material shortage at this time has been severe and we have installations piling up waiting for materials, so a rush to schedule this installation, and missing informing the customer of the delay, was our error and we accept that responsibility.  This is the first I have heard about any nicks in the drywall or any issues with the installation. The bathroom remodel we have done is covered by a warranty that is second to none in the industry.  We stand by our installation and our products for years and years to come.  If there are any issues with the installation now or in the future, we will take care of the situation.  That has always been our business model.  This complaint started as a complaint due to the shower door being delayed and now there are more complaints added, to which we were not informed of previously, so we will need time to fix what is necessary with the installation.  Our proposal is that when the door is received, we will send our installation manager to install the door.  At that time, he can inspect the installation and address any issues or concerns that the customer has with it.  Anything that needs to be fixed, we will fix.  We have an outstanding reputation for standing by our work and this remodel is no exception.

  Customer response

  07/20/2021

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

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