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:01/29/2025

  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.

  I had an estimate done by Bath Fitter to have work done at my house.I signed the contract and gave them a $3000 deposit. with the balance due on completion of work.The work was scheduled for 1/27/2025. I had a major house fire on January 5th and lost all of the contents of my house. I reached out to **** ****** from Bath Fitter who was the sales person involved with the job and explained the situation and that since the house will be gutted and renovated I have no use for his services and requested to have my $3000 deposit refunded at least a portion of it and he refused to refund me. the deposit is non refundable but under this circumstance I was hoping they would make an exception but they will not.I even called Bath Fitter corporate office and they said they would look into the matter and call me back and they did not..In my opinion this is very bad policy and customer relations. The only thing they have invested is an hour for a consultation.I will gladly pay for that but not to offer me my deposit back at a time when I really need it is NOT a good way of doing business. I am hoping that by filing a complaint they will reconsider and if not I want other consumers to know the type of business they conduct. I lost everything ,the use of my home all the contents and my vehicle..

  

  Business Response

  Date: 02/03/2025

  We are deeply saddened to hear about the fire to our customer's home.  We are thankful no one was hurt. We have aided customers like this in the past with the option of us assisting them of submitting the work to be done through their insurance company.  This allows them to still take advantage of having the Bath Fitter system installed in their home.  This option was presented to *** ******* However, he had already started the process of getting the work done.  We have spoken to him and will have his full deposit returned to him. 

• Initial Complaint

  Date:04/17/2024

  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.

  The Bath Fitters installed a bathtub in my bathroom few years ago they have a lifetime warranty recently my bathtub cracked I have called them gave them all the requested information and they said they will come and replace the bathtub per the warranty. They gave me an appointment date a month and a half from the day I called that day came 04/17/2024 and nobody showed up I had to call numerous times I they kept lie to me and trying to avoid to fulfill the warranty.I had to take day off for nothing. I would like to add also that they never called me with a time window for the replacement or to confirm that they are coming.

  

  Business Response

  Date: 04/24/2024

  It is our goal as a company to provide the highest quality of service to all our customers at every interaction they have with us. We sincerely apologize when our product or service does not meet the high standards were known for or the expectation the customer is seeking. ****************** contacted us regarding his Bath Fitter tub on 3/1/2024. After requesting pictures of the issues, we scheduled a warranty replacement for 4/17/2024. On 4/17/2024 we had a scheduling and product issue that caused us to have to cancel the installation of his warranty replacement for that day. We spoke to ****************** and his wife to reschedule the installation on a date that would work for them which was April 30, 2024. We sincerely apologize for any inconvenience and value the opportunity to always correct or rectify issues brought to our attention.

  Customer Answer

  Date: 05/02/2024

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ***** *******
  
   
  
  
  
   
  
  
  

• Initial Complaint

  Date:01/12/2024

  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 tub/shower installed 8/5/20. It began it pit and stain a year later. On 2/15/23 they replaced it and it began to pit and stain again. And broke my tile in the second installation. They are trying to blame it on a body wash that was unopened on the shelf in my shower. I used only the recommended products on a list that was given to me at installation to clean the tub We are senior citizens and feel that we were taken advantage of. I would like my money back and they have refused to honor their %100 satisfaction guarantee by not doing so.

  

  Business Response

  Date: 01/25/2024

  We appreciate the opportunity to rectify any situation where our customers do not feel they received the level of service or product they expected.  Below is a timeline outlining the events that transpired with ********************* (account in our system is under *****************************) from inception.
  
  8/5/2020 Bath Fitter installed white tub liner, Bath Fitter shower doors and soap dish, per customer signed contract.
  
  12/2022   Customer called in and stated discoloration on bottom of tub. Bath Fitter scheduled a service visit for January 16, 2023, with customer to assess the tub.
  
  (Customers tub upon visit from service technician on 1/16/2023 see photo in attachments)
  
  1/16/2023 Service technician visited customers home to perform assessment. He attempted to clean tub to see if discoloration can be removed. Some of it comes out but not all of it, which typically is an indication of something other than chemical damage.  Customer stated she only used approved cleaners from the Bath Fitter cleaning list. Bath Fitter technician state they will warranty the tub as cause of discoloration unknown.
  
  (Customers tub after service visit on 1/16/2023 see photo in attachments)
  
  2/6/2023 Technician removed existing Bath Fitter tub liner and replaces it with a new one as well as putting back up the customers Bath Fitter doors.
  
  9/25/2023 Customer called back in stating the tub was discoloring again. Bath Fitter office sets up visit with service manager to go out and assess.

  10/16/2023 Service manager who has been with Bath Fitter for 25 plus years assesses the tub and believes it to discolored due to some kind of chemical such as the body wash, they were using called Cremo Sage ***** Citrus (according to the bottle it contains chemicals, oils, acid and alcohol, all which are harmful to acrylic and could have caused the damage.  Service manager offered to warranty this tub and replace it while having it sent off to Bath Fitters QA team to test it for chemical damage. ******** refused and said she did not want us to replace it and test it for chemical damage.
  
  When we were notified about ********************* issue, we responded promptly by setting up an appointment for a technician to go out and assess the situation. As the timeline states, when contacted again by *********************, we dispatched a manager. At no time, were we not willing to look into the issues ********************* brought up.  While we would not be able to refund her money, we are more than willing to come out again, remove and reinstall the Bath Fitter doors,remove and replace the Bath Fitter tub liner even though according to our warranty policy, it would be not covered. However, we would do it as a courtesy for the customer. Additionally, we would send the liner out to be tested at our QA facilities.
  
  Ive included our warranty policy, which is included in the documents the customer signs.   (see in attachments)
  
  We sincerely apologize for any inconvenience caused to Mr. ***** ********************** We have successfully installed our products in over 2 million homes over the last 35 years and always prided ourselves in delivering an exceptional product and service.

  Thank you,

  Bath Systems NY LLC DBA Bath Fitter

• Initial Complaint

  Date:01/20/2023

  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.

  This company is a disgrace, I signed a contract to have them install a drain and walk in shower, the first problem was thee drain was installed upside down, the second service call was no silicone was put around the drain; the third service call consisted of a service manager coming on a Friday stating that their was an internal problem with drain they installed but that he couldnt fix it and said someone will come on Monday all this time I had no shower. The customer serve agent said I will be and should be compensated which I never was. Lastly A leak in the back of my shower, which I admitted was not their concern was fixed by *******************. The fraud comes when I called for a backed up drain they refused to send someone they accused my plumber touched something which I assured them he didnt the customer service manager ***** spoke to me like I was a piece of I paid ******* for this and he refused to send someone to look/ fix my drain issue. This company is a fraud they do not assist their customers it is a month n a half and they have falsely said they would send someone,they are dispicable. Date of service December 8th 2022: today January 20 2023. ***** is inhumane shoddy work to say the least.

  

  Business Response

  Date: 01/25/2023

  
  It is our goal to always provide exceptional service at every interaction our customers have with us. If something isnt right based on our work, its our practice to rectify it as quickly as possible.  
  
  ************************ had her Bath Fitter installation on 12/8/2022 by a Bath Fitter technician. On 12/15/2022 we received a call from ************************ informing us there was a leak.  2 Bath Fitter technicians were dispatched on 12/15/2022 and then again on 12/19/2022. Despite the customer stating there was still a leak, they were unable to find anything associated with the work done by Bath Fitter. They determined the leak had to do with the customers existing plumbing.
  
  According to ************************,she had a plumber come out on 12/21/2022 and fix the leak. About a week later, she called us back stating she had a slow drain.  Her drain was tested when the Bath Fitter technician was there initially assessing the leak and hadnt found any issues of a slow drain.  We informed her of the Bath Fitter technicians assessment and that she should contact a plumber about the slow drain.  She said that she was not going to reach back out to the plumber.  She wanted us to fix it. As a courtesy to ************************, we are sending a manager out to look at the issue of the slow drain on January 30, 2023.
  
  
  Thank you,
  
  Bath Fitter Management.

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   I never stated I didnt want my plumber to come, actually Bathfitters refused to send someone and accused my plumber of dropping something in my drain .  This company is fraudulent in there response, they divorced themselves of any responsibility did they expect me to be without a shower for a month before they send someone because the date of installment was December 8, 2022; is that acceptable to have a customer wait for them to address a problem with their drain; I will provide any documentation necessary; they are an utter Fraud!!   

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

   

  
  
  
  
   
  

• Initial Complaint

  Date:11/03/2022

  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.

  The complaint with Bath Fitter has been on-going since March of 2021 when Bath Fitter completed and tub to shower conversion in my apartment. After the installation was completed, I began to notice a smell of mold/mildew. I never had this issue until Bath Fitter completed the conversion.I notified Bath Fitter and they sent ****, an installer, to address the issue. He said he could smell the odor and removed the drain cover and cleaned and applied silicone sealer all around he shower. He also told me to pour Bath Fitter cleaning products (mold/mildew mold treatments) down the drain several times a week and the smell should dissipate. It did not. At the request of Bath Fitter, my building plumbers and engineer came to my apartment and removed the medicine chest from the wall to check the pipe work and for water leaks in the apts above and below mine. There weren't any. Bath Fitter kept sending installers who kept telling me to put other cleaners down the drain. Finally Bath Fitter sent *****, senior installer who said he would recommend redoing the whole shower. About two weeks later, ******************** and ******************* to redo the shower. Instead they cut a hole in the shower floor t see the drain pipe and found that it was never properly secured and was leaning over. They secured it with metal bands and put down a new floor covering. Shortly there after I called them to say that the problem was not resolved. gain they said hey would redo the shower in about 2-3 weeks. I kept calling them but they rid not return my calls for a date for the repair. They are now saying that they are not responsible, that it was the fault of the plumbers who did the installation. I have repeatedly reached out to corporate with no success. I called again today 11/3/22, but could not reach anyone. The initial cost of the job was over $11,000.,Bath Fitter ref #****************

  

  Business Response

  Date: 11/10/2022

  It is our goal as a company to provide the highest quality service to all our customers at every interaction they have with us. We sincerely apologize when our product or service does not meet the high standards were known for or the expectation the customer is seeking. Our installation for ************** occurred on 3/29/2021.  We were first contacted by ************** regarding a smell in December 2021.  We sent out several technicians over the following months to see if we could find the source of the smell and were unable to do so.  ************* stated he continued to have the mold like smell, so weve decided to redo his entire job over on 11/22/2022 & 11/23/2022 in hopes that will eliminate the smell.  We sincerely apologize for any inconvenience and value the opportunity to always correct or rectify issues where we can to the customers satisfaction.
  
  Bath Fitter Management

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and hope that this issue will be resolved when Bath Fitter completes the corrective procedures onNovember 22 and 23 2022. I am pleased with their response to correct the problem.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/13/2022

  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 wife and I hired Bathfitters months ago. When the installer showed up, he determined that the the salesperson measured the shower doors wrong so he could not complete the installation. The installed had to order new doors, which took a month to arrive. After the second set of doors arrived, bathfitter sent to my house another installer with zero experience. He ask for our wifi password as he need a manual to learn how to install the doors. Needless to say, he installed everything incorrectly and he puts holes in my walls from bagging into them with the shower doors, and he also chipped our toilet.We called bath fitter again to complain, and they assured us that they would send down an experienced installer. Two weeks later a senior installer arrived to fix the problems but he told us the last installer did everything wrong. This installer had to order new doors again, for the third time. My family is already down a shower for two months, it will be another month before they can get the new doors in. We were sold that bathfitter only has seasoned installers, this was a complete lie.

  

  Business Response

  Date: 10/21/2022

  It is our goal as a company to provide the highest quality of service to all our customers at every interaction they have with us. We sincerely apologize when our product or service does not meet the high standards were known for or the expectation the customer is seeking. **************** sought our services and was assured the level of expertise were known for but that didnt happen. We have spoken to his wife and have reached a resolution that includes a monetary component.  Again, we sincerely apologize for the inconvenience and value the opportunity to always correct or rectify issues brought to our attention. 

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This issue is not resolved.  Bathfitters did call my wife but they never sent the $1,000.00 that they said they would.  We paid close to $8,000.00 to get this job done (in one day) and as of today 10/27/22 (going on three months) we still do not have a working shower and no date on when they will come back, for the fourth time to fix all of their mistakes.  I am glad they admitted guilt but this does not give me usable shower.

  
  
  
  
  
   
  

  

  Business Response

  Date: 11/08/2022

  I have been working with *** ******'s wife.  As of this writing, she is in receipt of the monetary compensation and gift card we spoke about.  The new door that we ordered in is and scheduled to be installed on Thursday 11/10/2022.  This should resolve all outstanding issues.  Again we apologize for the inconvenience caused and appreciate the opportunity to bring the customer a satisfactory resolution.