Complaints

This profile includes complaints for Independent Home Products, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Independent Home Products, LLC

  59 Hempstead Garden Drive West Hempstead, NY 11552-2641

  
• 

  Independent Home

  Phoenix, AZ 85029

• 

  Independent Home Products, LLC

  Phoenix, AZ 85029

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:07/14/2025

  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.

  Contract started 1-17-25. Problems entailed the whole installation of bathtubs and shower. The main issue is I want reimbursed for the electrician diagnostic cost of $559.05 on 25 March 2025 that we had to pay because we did not know what was wrong with our hallway light that would not work. Found out the contractor cut a wire during installation of the tub in the bathroom above hallway. Company would not answer phone calls, texts, or emails for us to get this fixed. Electrician estimate was over $2,969.73. Got a hold of contractor eventually 2 months later and after repeated attempts to get this fixed, he came out in May to fix it. We want our money back that we had to pay. ISSUES: 1) Measured wrong size for master bathroom tub and it would not fit. They had to take it back and installed a smaller size. I had to repeatedly call/text/email to demand a refund of the difference in cost. 2) Shower doors were broken on first scheduled installation date so had to reschedule another date 3) Three toilets were delivered to wrong warehouse for pickup, then round ones were delivered instead of oblong ones so it took 3 tries to get them to us. 4) Electrical wire cut and general contractor that worked for the company fixed it instead of a licensed electrician. I am still waiting for a return phone call/email/text. Contacted contractor and he said they will bring it up in a meeting when he calls them. That was weeks ago. This company has no customer service.

  Business Response

  Date: 07/16/2025

  Hello *** *********,

   

  We humbly apologize for not getting back to you sooner.  We are reviewing the attached invoice and will most certainly be sending you a reimbursement check for the electrical issues.  It is being reviewed tomorrow, Thursday July 17th by our team.  Please **** at his office number directly at ************ on Friday mid-morning for confirmation of the reimbursement being approved.  He can also be reached via email at *********************************************************************.

   

  This will be resolved within 48 hours.

   

  Thank you

  Customer Answer

  Date: 07/18/2025

  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.  They said they would mail a check NLT 21 Jul 25.
  
  Sincerely,
  
  ********* *********
  
  
  
   
  
  

• Initial Complaint

  Date:07/01/2025

  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.

  Faulty Installation of Walk-In Tub Causing Home Flooding Business Name:Independent Home Walk-In Tubs Complaint:In October 2024], I purchased a walk-in tub from Independent Home with the understanding that it would be installed professionally and operate safely. Unfortunately, the installation was not done correctly. The tub has been leaking since shortly after installation and has now led to flooding that caused damage to my home.Despite multiple attempts to contact the company to report the issue and request repairs or a resolution, I have received little to no support. The company has failed to take responsibility for the improper installation and has not sent a qualified technician to properly assess or fix the problem. The leak continues to pose a serious risk to both the structure of my home and my safety.I am seeking immediate action to:1.Have the walk-in tub inspected and reinstalled correctly by a licensed, qualified professional.2.Receive compensation for the damages caused by the ************* reimbursed for any out-of-pocket repair expenses already incurred. 4. Have the tub removed from my home and a refund be given if the install can not be properly installed without out on going issues. I expected a product that was both functional and safe. Instead, I am left with a serious water damage issue that has disrupted my home and peace of mind. I am requesting that Independent Home take full responsibility and resolve this matter promptly.

  Business Response

  Date: 07/02/2025

  Ms. ******************* you for bringing this matter to our attention. Were truly sorry to hear about your concerns, and we want to assure you that we take every report of a service issue seriously.
  After receiving your call in March regarding a possible leak and drainage issue involving your walk-in tub, we immediately created a service ticket and escalated it internally for follow-up. Our Customer Service Manager, ******, personally attempted to contact both you and your granddaughter ***** ******* multiple times to schedule a visit and further assess the situation. Unfortunately, we did not receive a response to those outreach efforts and were unable to move forward with a resolution.
  Please know that our commitment to customer satisfaction remains unchanged. We would still be more than happy to send a technician to your home to evaluate the issue and determine the appropriate solution. All we ask is the opportunity to do so.
  If youre open to reconnecting, we encourage you to contact our customer service department at your earliest convenience so we can arrange a time to visit. We appreciate your business and the opportunity to make things right.

  Customer Answer

  Date: 07/03/2025

  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:

  We have not been contacted by this company regarding a resolution, contrary to the response they provided. I have called numerous times and left multiple messages, but have never received a return call.
  
  
  In March, I did receive one call from an individual named ***, who said he was responsible for scheduling a plumber. During our conversation, he was hesitant to send someone out and came across as condescending and rude. After some discussion, he agreed to arrange for a technician to visit and said he would follow up with a date and time. Unfortunately, I never received a follow-up or appointment confirmation.
  
  
  Despite continued attempts to reach the company after that, no further contact was made. Due to the ongoing leak from the tub, I eventually had to hire an independent plumber. Upon inspection, they confirmed that the tub was not installed correctly.
  
  
  I contacted the company again this week in a final effort to resolve the issue and explained the situation once more. As of now, I have still not received a response or appointment. We are eager to have the issue corrected and remain open to a proper resolution.  
  
  
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *** **** *********
  
  
  
  
   
  

  Business Response

  Date: 07/16/2025

  Service call is setup for next Wednesday 07/23 with *****

   

  Thank you for your patience

• Initial Complaint

  Date:04/24/2025

  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.

  Initial Contract 3/3/25 with Independent **************** *******. Provided for a $750 concession for a replacement 80gal H/W heater. I was unable to source an 80gal H/W heater for less than $2,800 plus installation. I cancelled the contract on 3/6/25 as no one from Independent Home returned my calls. **** ********** ******************** Manager reached out to me on 3/7/25 to retain my business. He included installing a New 80gal H/W heater and a New *** compliant toilet and a lifetime transferable warrantee, in the subsequent contract dated 3/10/25. Initially scheduled for installation on 3/31-4/1/25, Independent Home called and told me they are getting sent the H/W heater and would have it. 3/31 the tech arrived and wanted to start but did not have the water heater, his boss would be bringing later. I told him that without the deliverables present he could not start. His boss apparently called him and told him the H/W heater did not arrive. I rescheduled with them for 4/3-4. They called and said it was lost in shipping and wanted to install it the following week. We agreed on 4/15-16. The morning of 4/15 the installer arrived and removed the tub from his trailer to the street. It did not have the chromed handles and latches that ****** ******* pointed out to me in the sales literature.I asked to see the H/W Heater and he showed me one strapped to the inside of the trailer covered with a scrap piece of cardboard. He removed the cardboard to revile a large dent on the H/W control box who's cover dented in the main tank. The tank had a label "ceramic lined". I asked if the tank leaked. They had not tested it. I did not need to be fighting a battle between Independent Home and/or the H/W heater manufacturer on issues with a New 80gal H/W Heater. There was no *** compliant toilet either. Two out of the three contract deliverables were not present. Without the NEW 80gal H/W heater my household would be without hot water for everything if we used the new tub.

  Business Response

  Date: 04/29/2025

  This install was a 2 day job as *** ****** confirmed.  The toilet was to be delivered and installed on day 2.  The ** had a tiny **** on it, but definitely not something worth cancelling an entire project over.  As per the contract that was signed TWICE, *** ****** acknowledged that cancelling after 3 business days, let alone ON INSTALL DAY, is subject to a restocking fee.  We spent and lost multiple days of install revenue on top of all the added materials *** ****** asked for.  We arrived with those materials except for the *** compliant toilet that was on standby to be picked up at the local big box hardware store.  Its always the last item thats installed and since this was a 2 day install, we saw no issue picking it up on day 2 and putting it in.

  This was a customer looking for any excuse possible to get out of this contract and nitpicked on the smallest items as a way to get out of the deal. 

  Customer Answer

  Date: 05/13/2025

  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:

  Yesterday I received this from your office "This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********."

   

  I have visited the link and have found nothing new from the business nor the BBB.  Was this message sent to me in error? Was the message to me from the business not posted for me to see?

   

   

   

  Sincerely,
  
  *********** ******
  
  
  
  
   
  

  Business Response

  Date: 06/09/2025

  My installers and crew have a very different account of what was said and the condition of the water heater and would attest to it. 

  Our products as per the contract attached were on site, in working condition and ready to be installed.  The customer refused, therefore the restocking fee applies as per the terms and conditions which is also attached. 

  If you would like to discuss the restocking fee further, please call ************

  Customer Answer

  Date: 06/11/2025

  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:

  The business is correct in that we have different accounting of what happened.  No, the H/W heater was not going to work in the condition it was in, nor would the installer say that it would work. He said it would probably work, after he fixed it, and if it didn't, I could make a warrantee claim with the manufacturer.   I was to be getting a NEW 75gal H/W heater, and I expected that.  It was a part of the contract.  I was not going to get into the trap that I accepted something less to be installed absolving the contractor of responsibility and fighting the manufacturer when clearly the manufacturer did not beat up the water heater. Perjury is pursued in the State of Virginia, also this company is not registered with the ******************** Council to do business in the Commonweath.

  The remedy was for the contractor to bring a New 75gal W/H and I could be enjoying the tub today.  The delivery of the 75gal H/W heater was the cause of many delays by the contractor. I suspect the contractor purchased a damaged w/h heater.  At my house the burden of rescheduling of appointments 4 times on was not included in the contract price.  Both my wife and I are disabled and require a lot of doctor visits.  I am disabled because of my service to the ****  Rescheduling causes the delay in medical attention. The contractor could have shipped the W/H to my house, and it would have been here in the box waiting for them.  Many contractors do ship to the job location.  In good faith I took ******* word during the course of this that the W/H was lost in shipment.  It would Not have been lost or in poor condition if it was shipped here. If the box arrived damaged, I would have rejected it.

  Regards,

  ***** ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
  
   
  

• Initial Complaint

  Date:04/22/2025

  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 complaint against independent Home is for the ongoing delay in getting walk-in tub installed. Installation of my tub started on April 2. I was told that the installation would take one or two days so far its been ***************************************** to use. The installer for the tub tells me that the tub has a leak in the drain system. A new pipe was ordered. The same problem existed after the new drain pipe was ordered, new pipe leaked also. As of Thursday April 10th Independent Home is in the process of shipping a completely new tub to the installer to replace the tub that has been partially installed in my house. When the new tub arrives, the installer is going to have to disassemble the first tub, move it out of my house, which requires them taking the door to the bathroom down. This reinstall process is the book is supposed to begin the week of April 13th. On Thursday when I talk to the vice president of sales, ***** at independent homes headquarters, he didnt seem too sympathetic to my problem. I informed the vice president of sales that if this tub thats coming the week of April 13 doesnt work and I want my $1500 down payment returned and I want to be compensated for the inconvenience. I have suffered during this process.

  Business Response

  Date: 04/23/2025

  Thank you *** ******* for highlighting Independent Home's commitment to excellence. 

  As you correctly stated we started the job and when we noticed there was a leak we had a replacement part sent out for overnight delivery.  Once we realized it did not fix the issue, we replaced the tub in a timely manner with a brand new walk in tub that was installed and completed on April 17th as promised.

  It was completed on April 17th as per the completion certificate you signed which is attached.  What you failed to mention, is that Independent Home has agreed to send you a rebate check to cover your first couple of finance payments for the inconvenience.

• Initial Complaint

  Date:04/22/2025

  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.

  walk in tub ordered and installed june 2024.walk in tub does not hold water.dec 2024 called for service.april the company sent a replacement handle.cannot send a technician to install.dont know when tech can come out.still waiting for service.

  Business Response

  Date: 05/12/2025

  Please call ************ and we will setup a service call for ****** to come by and put on for you.  Apologize for the delay.  

  Customer Answer

  Date: 05/13/2025

  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:04/18/2025

  Type:Product 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 made an initial inquiry to the company. Spoke with a representative, via text, advising that my husband and I will schedule an initial consultation walk through when we are ready. Since then, I have received several daily calls from various numbers. I reached out, to the same text number, advising of the excessive calls and request to be placed on the do not contact list. At least, 6 times per day, I receive random calls. This is becoming harassment and severe solicitation.

  Business Response

  Date: 04/18/2025

  You have been put on our DNC

  Customer Answer

  Date: 04/21/2025

  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:04/14/2025

  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.

  Shower installed April 2024,Cost of Shower $12,000 with a $1000, good faith deposit from me.Shower not installed correctly due to something wrong with the wall, that I was not informed of by original person,My shower had to be redone and it took till October 2024 before new installer arrived and he did a great job, but the door was too short; install manger from ******* came to my home in December and stated I needed a *************************************************************** January and as of now no contact from ***** or ****** from the company.I have been paying $252,00 per month since last year and would like to terminate any future payments and call it a loss as I have not been able to use the shower at all; it is still sitting the same since October.(1) I want the contract terminated for any future payments ,(2) take half of the shower amount off and they pay me back all the monies for the past year and finish their project.

  Business Response

  Date: 04/18/2025

  Just a few days after installation we came by to install a rod and shower while your custom doors were on order so that the customer could have a usable shower, but the customer refused the service with the tech on site.

  Customer also signed a completion certificate acknowledging the gap on her floor and acknowledging that it is not our responsibility as we do not do flooring.

  Not right to blame us for services that were refused.  The doors are due to arrive anyday now and will be installed at the soonest available date

  Customer Answer

  Date: 05/05/2025

  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:

  The Company never sent any one to hang a shower curtain or rod, 

  When ***** came to visit my home in December, he told me I needed a 76-inch door, and he would have the door sent to my home in January and that has not happened.

  In 2024 when the shower door was installed the installer never came to me while in my home to tell advise me the wall was faulty and as the customer/consumer I should have been told that at the time as I would have never let him continue, but was not informed of such: I also advised him my shower door was to be frosted and not clear and he told me that was what they sent, but he would make a note of it on his invoice and yes I signed the invoice only because he stated it was necessary since he completed his work.

  Afterwards I noticed the gap in the door at the top and bottom and for weeks called the financial office speaking to ***** weekly or every other week.

  When ***** and ****** reached out to me, I was advised I could use the shower then told not to use the shower.

  ***** from Independent Homes advised me also in 2024, that another person was to contact me and that never happened to come and fix/try to fix the problem and after a while I called ***** again in the finance office, and he was surprised to hear from me thinking my shower problem had been fixed.

  ***** then advised me they had to fire the crew that they had as three showers that were installed in Washington State had to be redone and mine was one of them and a someone new would be installing the shower.

  Then in October 2024 ****** was dispatched to my home and he tore the old shower installation out, showed me a couple of the problem from the previous installer and he did a marvelous and fantastic installation of the shower, but on his last day when I went in as he was about to install the door, I told him to look at the door and he didn't understand so I stood in front of it as it was too short (the door) , I took a picture in front of it to show the shower head placement  above the short door would have caused the water to from the shower head to get on the floor outside of the shower and not inside the shower, ****** did not hang the door and it is still sitting in incomplete shower that I have not been able to use in a year, but continue to pay monthly payments to Synchrony Bank as I do not want to destroy my credit for not paying.

  As stated previously, I would like them to release me from this catastrophe or reduce it to half the cost of the $12,500.00, that I paid a $1000.00 good faith payment in my home with the Territory Manager  and fix he problem so I can get on with my life as if there is no resolution the next step will be Small Claims Court.

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ***** ***************
  
  
  
  
  
  
  
  
  
   
  

  Customer Answer

  Date: 07/17/2025

  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:

  ****** the installer did arrive later then the time given to me, which was 12pm and he arrived at 13:10, but at 12:51 I tried calling ******** at IH to cancel the appointment as I needed to go to seep as I had worked a 12hr night shift, the answering service stated "******** is on a  she would like them to take a message"

  When ****** opened the box with the glass door  in it he stated" they never told him what hw was working with" and a piece was missing to connect to the door:; he stated he could not just go to a Home Depot or Lowe's because the door was custom made and he took a picture of the door and sent it to someone.

  He came back after going outside and at 13:45 he stated **** was going to call me, but at 14:OO he left and **** had never called back, I called ******** again at 14:34 and left another message, but she never called me back.

  While I was asleep for less than an hour, **** from IH called me at 16:20 and asked if I was asleep and apologized for waking me, nut wanted me to know that the frame was ordered and it should be delivered on Monday the 7th of July and apologized for everything, I hung up after his statement.

  On 7/10 ******* called me at 09:57 to say hardware for door was ordered and Fed Ex should be delivering hopefully for ****** to install Monday or Tuesday   next week.

  On 7/11 ******** called at10:21 and wanted to know if the installer could come on Monday 7/14 and reluctantly I said yes as I would have just worked overnight again for 12 hours.

  On 7/14 the @ 12:10 the installer had not shown up, I called ******** at 12:40 and answering service gave me same message, I tried calling ***** at 12:49, no answer just his voice mail, but did not leave a message, then I tried calling ****** and my call went straight to voice mail, I left no message; I called ******** again left another message: at 12:55 installer still not here, I called **** @ 12:56 and left a message and then composed a text to that number, called ******** again at 13:09 and 13:40.

  At 13:46 when I stepped away to kitchen ******** called and left me a long message that the company delivering my parts delivered them someone else's parts and she apologized and said she would call me with an update and she never did, I called answering service and asked them to give her the message that I was done with IH and I would now be reaching out to Small Claims Court.

  This has been a nightmare, but the kicker is ******* left me an email yesterday stating the installer would be over first thing today and I reminded her  in a reply back on July 15th that I was done with IH and my next step is Small Claims Court and to have someone come and pick up the door.

  And please tell whomever is stating I could have used my shower all along is not being truthful as the door was never on the hinge, nor they never suggested a shower curtain, but I suggested something in October to them, but was shut down by ***** and I will tell that to the Courts.!!!!!

   

   

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ***** ***************
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 07/24/2025

  Service was fully completed today at *** **********s home.

  
  This matter is now closed.

   

  Thank you all 

• Initial Complaint

  Date:03/10/2025

  Type:Delivery 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.

  We put a down payment of $4,000 on a walk-in tub and wanted to make a modification before delivery but have been unable to reach anyone at any of the numbers provided. We want to cancel our order and get our money back.

  Customer Answer

  Date: 03/11/2025

  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:03/04/2025

  Type:Product 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.

  After I signed my name on the papers, I got to read all that I had signed. The sales *** looked at our water heater and it was a ***** gallon water heater and said it would be sufficient for us. Whenever I went to get in the tub and it filled up, you have to adjust the water to a slow stream and you have to wait 20 minutes or so for it to fill up and work. Then the massagers on the back of the tub didn&#**;t seem to help my husband&#**;s back and make my back sore. We haven&#**;t had it very long. The salesman said he would leave a business card, **** ***** was his name. We can&#**;t find the card to call him about this. We would like to get out of the contract because the product is really nothing that is helping us.

  Business Response

  Date: 03/28/2025

  Contract was executed on our part fully.  All sales are final.  That water heater is definitely sufficient for the tub that was purchased, perhaps it needs to be turned up or a booster attached to it

• Initial Complaint

  Date:02/26/2025

  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.

  Installation Delays and Unresolved Issues: A Call for Accountability Home improvement projects, especially those involving essential bathroom fixtures like walk-in tubs, require clear communication, proper planning, and professional execution. Unfortunately, our recent experience highlights significant lapses in these areas, raising concerns about reliability, accountability, and customer service. Conclusion and Next Steps The failure to deliver contracted items, lack of professionalism, and absence of accountability are unacceptable. We expect a prompt resolution, including:The immediate provision and proper installation of the missing shower curtain and waterfall showerhead.An inspection and remediation of any water damage resulting from improper installation.A formal response detailing corrective actions and a timeline for resolution.This experience underscores the importance of holding service providers accountable for their commitments. A professional installation service should not only complete a job as agreed but also maintain clear communication, quality workmanship, and respect for the customers home.We urge the company to rectify these issues without further delay and provide the level of service expected in a professional agreement.Please see the attachments.

  Business Response

  Date: 02/27/2025

  **** and *** ******** have been in constant contact the last few days.  Repair man came out today and will be back tomorrow to repair a leak and compensation has been discussed and almost agreed to re: the rain shower head.  This should be fully resolved shortly.