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:10/10/2024

  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 our shower remodeled and water puddles.I have called them several times.they provided us a long squeegee but still puddles.I just want this resolved We paid ******** dollars

  Business Response

  Date: 10/14/2024

  Our Project Manager went and conducted a site visit on 8/30 to inspect shower pan and pooling water. Project Manager determined this is not a standing water issue it is static water in spots after a use. This happens with oversized color match shower pans. The manufacturer uses a non-slip coating that creates resistance in oversized shower areas where small water drops build up but not enough to force the water to the drain. We explained our findings as normal; no installation or material issues were present. We let the customer know we would reach out to the manufacturer for suggestions. The manufacturer echoed our findings as normal; no installation or material issues present upon their review of the installation photos and videos. The manufacturer instructed us to purchase a stand-up squeegee and hand deliver it to the customer. We purchased the squeegee, and hand delivered it to the customer on 9/19. 

  Customer Answer

  Date: 10/14/2024

  Complaint: 22400502
  
  I am rejecting this response because:The gentleman that delivered the squegee informed us that they could put a layer but they were afraid that it would make it too slippery.The way it currently is, the squigee is not working
  
  Regards,
  
  ****** ********

  Business Response

  Date: 10/22/2024

  The Senior Project Manager reached out to the client and reiterated that the non-slip coating is applied by the manufacturer for safety. Explained the conversation about making a base slippery, was in reference to the reasoning behind the mandatory manufacturer applied non-slip coating. The product is performing as it is designed. The Senior Project Manager reiterated to the customer that the squeegee would not dry out the pan and that water from a recent shower would in no way damage or compromise the integrity of the system. 

  Customer Answer

  Date: 10/23/2024

  Complaint: 22400502
  
  I am rejecting this response because:The manager is basing this from a picture.I feel that the manager should come to our residence to inspect what we are talking about himself. Thanks
  
  Regards,
  
  ****** ********

  Business Response

  Date: 10/30/2024

  As stated in the original response the Project Manager conducted a site visit at the clients home on 8/30. Upon taking photos and speaking to the manufacture, our findings are normal; no installation or material issues were present. The project manager explained to the client on 10/22 that there is nothing more we can do when there are no issues with the material itself. 

  Customer Answer

  Date: 10/30/2024

  Complaint: 22400502
  
  I am rejecting this response because:I would appreciate if the project manager comes to my house to see for himself that the water is *********** I stated before the picture does not tell it all.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:02/28/2023

  Type:Order 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 signed a contract with Genie Baths on 1/28/23 for a new master bathroom shower. We are in the process of putting our home on the market. We conveyed this to the representative at the time of the presentation. We told him pictures and videos were scheduled for 2/21/23 and the house was to be listed on 3/1/23. He told us that would not be a problem. As time got closer we contacted the representative to get an update. He said he would check on the status. When he called us back, he stated he had received an email that the materials were in, and we should be getting a call in the next couple of days from the project manager to be scheduled. A couple of business days passed, but no call from anyone. We contacted the representative again, and he said he would send an email to find out what was going on. He called us back and confirmed the materials are in and assured us that management was aware of our situation and not to worry. He said we would be scheduled soon. After numerous attempts to reach someone about the status, we have yet to get a date of installation. Our picture and video date has passed and tomorrow, 3/1/23 is the day the house should be on the market . The representative has stopped answering our calls and we have yet to get a call from the project manager. The worse part is we only had 3 days to cancel this project according to the cancellation form in the contract. This has been a stressful nightmare. We decided to go with Genie Baths because they had good reviews and a GREAT BBB score but we see now we made a mistake. We would like an installation date or to be let out of the contract. We have not received any materials or been scheduled for installation so we would prefer to be released from the contract without penalties.

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:

  
  In reference to complaint ID ********. ********************** Baths called us immediately and was very accommodating and understanding. They sent a team out the next day and the new shower has been installed. The custom glass shower door is scheduled to be installed within **** days. days. The shower looks great! The installers were very pleasant and worked hard to complete the job in one day. We are completely satisfied with our new shower!

  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  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.

  I contracted with this company to have two bath systems installed and 9 windows replaced. A two day job ended up taking 6 weeks. Throughout the 6 weeks I had identified and complained about multiple defects in the bathroom's bath system installation and the window installation. During the last inspection I was told that the identified items would be taken care of in the near future. Over the last several months I have followed up on multiple times to be told at first that a supply chain issue resulted in a bag log but then I was completely ignored without resolution of the defects. I have not heard anything from this company in 2 months.

  Business Response

  Date: 11/30/2022

  ************* - 

  Our apologies, this is not how we normally conduct business. We appreciate your feedback and we will use this as a learning experience to improve.  Like, all companies we also have issues with the supply chain but we should have done a better job at communicating this.  I understand that we scheduled an appointment on 11/18 to repair issues that you had concerns with.  Repairs were done on that day. We also have another appointment scheduled with a Project Manager to follow-up with the repairs and add some extra grab bars for your safety.    Please reach out to us if you need further assistance.