Complaints

This profile includes complaints for Bath Saver, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bath Saver, Inc.

  542 Industrial Dr Lewisberry, PA 17339-9534

  
• 

  Bath Saver, Inc.

  212 Fort Collier Rd Unit 2 Winchester, VA 22603-5738

  
• 

  Bath Saver, Inc

  10624 Harpoon Hill Columbia, MD 21044-4157

  
• 

  Bath Saver, Inc.

  Salisbury, MD 21801-7877

• 

  Bath Saver, Inc

  509 Maryland Ave Ste D Delmar, MD 21875-1522

  

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:11/15/2023

  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.

  Contracted for new shower installation on 09/05/23 (Contract #******). We were never offered a Pre-Installation Review Appt as indicated in a follow up letter sent by *********************, VP. The salesman, who was the only contact person, did not provide us with a brochure which we received at the time of installation. We would not have chosen Bath Fitter had we been given the information in the brochure such as: cannot use hair dye or bar soap in the shower! We were assured that there would be no cleanup required because Bath Fitter leaves everything pristine. When the installation was "complete" we looked at the shower but did not realize that it was necessary to look at the adjacent rooms until the technician was gone. We then discovered that there was absolutely no clean up after the demolition. There was debris in 2 adjacent rooms, and all over all of our belongings. No tarp was hung up to prevent this. Nothing was swept up or vacuumed. We filled multiple buckets with ceramic tile debris that we had to haul away. There were jagged shims sticking out of the wall, the ceramic tile floor was cracked, and the sheet rock was damaged requiring spackling and the whole room had to be painted. The shower head that we requested was not installed and the trim around the top of the shower is not adhered to the shower wall. An inspector came at my insistence on 10-18. On 10-24 this inspector expressed concern about the safety of the shims, as I have pets and they were sticking out at their eye level. He asked if we would like someone to hang some sheet rock. We had already done that because we weren't going to leave the unsafe situation for even one day. He offered to replace the floor. I said that I would want to hire my own contractor and would only like financial compensation. This inspector was not able to authorize that and a regional manager called me on 10/24. He indicated that my request was unreasonable. I have not been contacted again at all. I have already paid $3600.

  Business Response

  Date: 11/29/2023

  we are still in the process of resolvong this concern and would like to ask for an additional 7 days to resolve. 

  Business Response

  Date: 12/06/2023

  We have been in contact with the customer and are attempting to resolve. She has the direct number for the point on contact. The customer has also filed their complaint through other 3rd party agencies. There for we wish to close this one and resolve through another avenue. 

• Initial Complaint

  Date:09/26/2023

  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.

  9/18/2023 signed a contract with ***************************** from Bath Fitter for a tub to walk in shower. Terms of the financing that we agreed to was for 60 months at $255.14 with 12 months same as cash financed through *************** deposit amount $1200.00. ******* emailed us the contract after 9:00 pm on 9/18/2023. After reviewing the contract that night we saw that the terms were for 103 months at $255.14 with no mention of 12 months same as cash. Called ******* at 9:07am on 9/19/2023 to inform him of the discrepancy on the contract, he said he would fix it that day and get back to me. ******* called me back at 9:22am on 9/19/2023 to say ********* doesn’t actually do a 60 month term but that we could just pay it off in 60 months. I told him we were not comfortable paying for a service that didn't have a contract written in the terms we actually agreed to. Again ******* said he would get back to us. After speaking with my husband we felt they were deceptive by having us agree to one set of terms and then changing them to other terms. I then called ******* and told him we no longer felt comfortable moving forward on the contract because we felt deceived. He said he understood. I then informed him we were canceling the contract and wanted our deposit check returned. He agreed to return the check later that day, which he did bring back. The contract states we have 3 days to cancel but it needs to be in writing. We faxed their notice of cancellation papers to them on 9/19/2023 at 6:05pm from Staples signed by my husband and myself. On 9/20/2023 I found out from my bank that they had cash our deposit electronically on 9/18/2023. I called the Lewisberry office to confirm they received our cancellation which they confirmed they did and within the 3 day period. I asked to speak to a manager about the return of our deposit at that time **** said that the manager ****** would call me back. I spoke to ****** 9/20/2023 he said our money would be returned, as of 9/26/2023 it has not.

  Business Response

  Date: 10/30/2023

  Bath Fitter has reviewed this complaint, and we want to mark it as resolved. On 10/12/2023, we called and emailed the customer to confirm that the on 9/26/2023 the deposit was reversed and would be posted on their end within a few days. 

• Initial Complaint

  Date:09/26/2023

  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.

  Bath Fitter

  421 Feheley Dr
  King of Prussia PA 19406

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

  This is the location that installed our unit. Our contract # is 30-294216.

  Business Response

  Date: 09/25/2023

  This person is located out of our state and territory. SHe is not our client. 

   

  Please send to the Bath Fitter in King of Prussia, PA 19406

  Thanks

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

  Customer Answer

  Date: 09/26/2023

  Our original installation date was March, 2017. No problems until the tub spout diverter started getting stuck in the up position. The tub spout needs to be replaced. I looked up the procedure to start a warranty claim. My husband called our local Bath Fitters twice and was promised call-backs; no response. I e-mailed customer service twice; no response. I opened a chat on the Bath Fitter website and was assured that my complaint would be escalated to my local (King of Prussia, PA) location. That was Monday; today is Thursday and I haven't heard anything back yet. We haven't had any issues with the unit they installed until now, so have never attempted to contact them for any other issues before. Up until this, we were very pleased with the product, the service, and the installation. We are beyond frustrated that we are being ignored now. We just need to have the spout replaced.

  Business Response

  Date: 10/05/2023

  On 10/5/2023, Bath Fitter arrived at the customer's home and resolved their concerns regarding their diverter. Our Voice of the Customer manager contacted the customer to confirm the job was resolved to their satisfaction. The customer was pleased. This is now a closed matter. 

  Customer Answer

  Date: 10/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******************************
  

• Initial Complaint

  Date:08/25/2023

  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.

  August 24, 2023. Bath Fitter installed a tub to walk in shower conversion for me on June 28, 2023. The company sales man told me I could have a second shower head installed lower because of my height. I am too short to reach the main shower head. When the installers came out they didn't have the second shower head because they said it wasn't on their work order. But, said they would come back and install it. Also, the two grab bars they had were brush nickel and didn't match the crome shower head and the crome dorrs. They installed them and said they would come back and replace them. I never saw or heard from them again. I called the company the middle of July and was told they would reach out to the installer and get back to me. I've still not heard from them. I will very soon turn 77 and in order for me to warsh off the shower doors after cleaning, I have to stand on a stool on the outside of the shower and reach in to grab the shower head. This is more dangerous for me the getting in and out of the tub that was replaced . This walk in shower was suppose to be safer for me!

  Business Response

  Date: 09/21/2023

  Bath Fitter is in receipt of this concern. Our program manager and installation manager have been in direct contact with the customer, and we are scheduled to arrive on September 25th to complete the work. The customer has the direct contact information for the manager who is assisting her in resolving this matter, and we will continue to stay in touch through the final resolution. 

• Initial Complaint

  Date:08/14/2023

  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.

  ************************************
  Address Lewisberry, Pennsylvania
  *****
  Phone Contact ID: Phone **************
  Fax ************
  Email www.bathfitter.com

  Contact ID: *******

  Customer Answer

  Date: 08/14/2023

  Worst nightmare ever with Bath Fitter (BF).BF was to install a shower on May 24,2023 that day I got a call from BF saying they would not make it. This happened 3 times when BF called on the day they were to show up to say they could not make it. BF did not care that I had to take time off work to be there on 6 appointments. They did get the bathroom done on June 15 2023. Had to go a week without water because they could not complete the job. I have complained on a lot of different BF ** pages and PM telling my story hoping for help and did not get from any of the other BF. The only response I got was they were a franchise company, and no help was given. All the BF I contacted have removed my story. If you look on ** you will only see compliments from people anyone that had problems and posted them have been removed or most of them. You will be lucky if you find any complaints (this was my mistake). BF has now blocked me from their ** pages so I can't post my nightmare about them. I have been emailing BF & they finally offered 50% off if we replied within 3days. The next day they sent another email saying that they would offer 50% off but they wanted us to sign 3 more contracts with them. I asked them to send us the contract so we could read them and have our attorney look them over. This was around July 14, 2023 and they still have not sent them. In one of the emails they wanted to remove the lifetime warranty. Like we would trust them to show up or even fix the problem. BF still to this date Aug. 10th, 2023, has not sent the contract they want us to sign. We sent them a check on July 14th, 2023, for the 50% off price that we were quoted. On July 17, 2023 we received another email saying the check would be returned and BF was going to turn us over to collections. I have not heard another word from Bath Fitter. Now this is just the short version our story with BF. I hope to keep up my story on social media until BF let us pay this bill off.

  Business Response

  Date: 08/23/2023

  ******************* is not our customer. If ******************** would like to submit a complaint we would be more than happy to address his concerns. Our contract is not with *******************. Any agreement they have outside of that is not connect to Bath Fitter. Please see tha attatched. We wish to mark this matter as closed. 

• Initial Complaint

  Date:07/01/2023

  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.

  The transaction occurred on 7/1/2023. While financing a home improvement project, sales consultant ****** ****** of Bath Fitter (Bath Saver Inc. 9115 Whiskey Bottom Rd, Ste A Laurel, MD. 20723) unlawfully used my husband's information when running a credit report. I, ***** ******* asked for the pull to be specifically in my name only; however, upon receiving approval the documents contained both mine and my husband's information. This was never authorized, but in an effort to make the sale ****** used very unethical and unlawful tactics. ****** ****** and ******* ********* from **** LLC (Towson, MD) misrepresented the terms of the loan during a consultation session, but presented a contract with very different information. Information including the loan applicant, loan interest rate, and the loan term were all submitted to benefit the **** financial institution. ****** and ******* used unorthodox and unlawful methods in creating what appeared to be a contract that solely benefited the two parties, but was never agreed on or authorized by me "The customer".

  Business Response

  Date: 07/18/2023

  On 7/17/23 *** ******** spoke with the customer and listened to her feedback. The customer expressed their concerns regarding the way the financing process wasn't explained to them in detail, and how that lead to confusion and ultimately them walking away from the sale. This information has been given to the sales managers so that we can try and improve this process going forward. 

• Initial Complaint

  Date:05/15/2023

  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.

  January 5, 2023, Bath Fitter installed a tub/shower over existing tub and walls. The cost was $7,922.00. I was told by the sales consultant, *************************, that the fixtures would match and I would get the polished chrome fixtures. I stressed that I wanted to match the other polished chrome already in the bathroom. To date, Bath Fitter has promised to replace a grab bar. Also, I returned a shower curtain rod belonging to them because it was not the polished chrome. I was told I would be reimbursed by check for the item, as well for the one I bought. I gave them the receipt as proof of purchase. I have repeatedly spoken to the materials supervisor **** and his supervisor ****** about this situation. I have sent pictures to ****, even information I obtained on where to order a grab bar (texted to his phone end of March) . I have complained to ************* only to be told both supervisors are aware of my calls and promise to call me back. I am a repeat customer, that's why I chose this company again. I am thoroughly disgusted and disappointed and frustrated!

  Business Response

  Date: 06/02/2023

  When we received this complaint, we reached out to the customer and ensured a service call was scheduled. We are scheduled to arrive on 6/14/2023 to address the grab bar. We also are issuing compenstation for the shower curtain and we have given the customer a direct point of contact. We will continue to follow up and make sure this is resolved to the customers satisfaction. 

  Customer Answer

  Date: 06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:04/12/2023

  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 Fitter entered my home and offered me and unbelievably awesome quote and guaranteed their work. I then waited months for them to have supplies ready and schedule and install date. Then they called and pushed my install date back, albeit the same day they were supposed to show! Finally on October 24th a tech showed for install and everything seemed to be okay. On the second day October 25th multiple issues arouse. The tech reached out multiple times via phone for assistance e with issues to be met on the other end by screaming. If his managers on the other end were so dissatisfied with what he was doing, why did the not send someone else?? So the kid finished the job, however incomplete it is. We were told not to use the shower for 24hrs, and let me tell you I had a list of atleast 10 things that were wrong. This was up to and including my shower leaking!!! I am beyond mortified. Their answer to solving the problem was to have another tech come and assess the problem. Low and behold the ENTIRE project has to be redone!!! I have zero faith that their work will be worth the money despite the broken promises spewing from their mouths. Someone please send help, I am going to lose my mind.

  Business Response

  Date: 04/12/2023

  We operate in southwestern Pennsylvania, this is not our territory or our customer, thanks,
  ******** ********
  
  FJW Investment, Inc.
  Bath Fitter / Cabinet World

  Business Response

  Date: 04/18/2023

  This was resolved in October. I emailed the person assigned to the complaint. please see the attached.

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service 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 keep receiving junk mail from them, addressed to "Current Resident". That's not my name. I want them to stop sending all mail to this address.

  Business Response

  Date: 04/25/2023

  we have placed them on the do not mail list. 

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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.

  * August 31, 2022: Met with rep of Bath Fitter, chose paneling for shower renovation, shelving and shower door. Told that we needed to commit to the renovation within 4 hours to get a discount.* 10/25/22 and 10/26/22: Shower renovated;* After first use of the shower, we determined that:1. the shower floor was slippery for the disabled person in the household; 2. There are spaces (holes) where the paneling and borders meet where water and moisture can go behind the paneling; 3. Shower door handle is a knob and cannot be used by the disabled person; 4. There are two guides for the shower door - one on the top and one on the bottom in the middle of the frame. As a result, the door does not go directly into the intended groove when closed to prevent water from escaping from the shower. 5. Literature provided after the installation, gave multiple restrictions and recommendations (e.g., bar soap and regular bath cleaner are not recommended, clean door daily). I would not have agreed to the renovation if I knew then what I know now.* Wrote email to representative but could not send it because they would not give me his email. They said the warranty department was now responsible.* 12/16/2022: *********************** of Bath Fitters came to the house to do an assessment. He acknowledged that other customers complained about the holes and slippery floor. Promised to fix the issues.* 1/3/23: After not hearing from then, I sent an email to Bath Fitter. A manager called me and promised to fix the issues. I asked for a discount for the inconvenience but he promised to provide cleaning supplies.* About 1/13/23, got a call from Bath Fitter to deal with slippery floor. I mentioned that it was agreed to handle all of the issues. I suggested he speak with his manager and call to schedule an appointment.* 1/20/23: emailed the manager to fix the issues by 1/27/23. No response.* Disabled person in my household needs the only walk in shower in the house.

  Business Response

  Date: 03/31/2023

  on 3/27/2023 Bath Fitter installed a custom handle and door in order to satisfy the customers needs as well as place non slip treds. we addressed their other concerns during the visit. The customer also asked about compensation. The work done and complimentary products installed cost over $800.00. The customer has the contact information for Warranty and for the program manager *** ******** should they have any additional concerns in the future. 

  Customer Answer

  Date: 04/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I am rejecting this response because: although Bath Fitter installed a new door (one of two) with custom handles, the handles were not made to permanently affix to the relevant door as required to enter and exit the shower.  The handles were not made to affix to each other, so the technician had to perform a makeshift remedy and glue one of the sides of the handles to the glass door, which is very obvious.  The technician said he was not aware how long it (the handles) would hold and we can contact the Warranty Department if there is an issue.
  
  The Sales Representative did not review the shower doors with us apart from giving us the option for the glass. He stated that the doors were free if we signed the contract that night.  My fear is that the doors, initially installed, and provided for free, were inferior. 
  
  Yes, Bath Fitter installed a custom door and handle on 3/27/2023, and complimentary products they say cost over $800; however, installation of the correct product should have been achieved at the initial installation.
  
  Non skid strips were not installed on 3/27/2023, but they were left with us.  We decided not to install them because these would have to be changed every few month. Instead we had to purchase a shower mat to avoid someone from slipping in the shower.  We were not informed, prior to purchase, that the material used for the shower floors could be slippery. Likewise, we were not informed, prior to purchase, what was required to clean and keep the shower in warranty.
  
  On 3/27/2023, the technician grouted holes resulted by the joints of two different surfaces which would have allowed water to enter. 
  
  A disabled senior citizen had to wait four (4) months for Bath Fitter to attempt to resolve this matter, unable to use the only walk-in shower for this period of time, being deprived of her independence.  During these four (4) months, she needed to depend on someone's availability to assist with getting into and out of a bath tub.  Yes, we requested compensation for the inconvenience, loss of independence, and emotional distress of our family member. This took a toll on her life and security.
  
  This was not an inexpensive installation and I am concerned about the lack of disclosure.  How can I compare the price we paid to a similar installation for another customer?
  
  Bottom line, Bath Fitter did not disclose what they should have disclosed about their product prior to the purchase.  This matter is not resolved until we do not have to be concerned about the door handles falling off or someone slipping in the shower.
  
  Yes, we have the contact information for the Warranty Department.
  
  Regards,
  
  ********************