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:12/24/2024

  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.

  This complaint is being made on behalf of my elderly parents who I believe may have been taken advantage of by GRC Prime Bath. My parents had their main bathroom remodeled by this company. My parents indicate that they were told by the company that the installation/work done has a lifetime warranty and is transferable, should they sell their home. Back in September, during my stay at their home, one of the shower doors came off track, which I witnessed. On September 25, 2024, I emailed ****** *******, who is one of the company's representatives. In the attached email, you will see *** ******* informed me the next day that she would inform someone named ******* and that a material run would need to be done. A follow up phone call was made a week later, as I spoke to *** ******* on my parents behalf and she informed me that they were still trying to obtain materials. Since then, my parents have made follow up phone calls to *** ******* who then kept telling them that they can't get anyone to work and now have gone as far as blaming my parents for this issue. Again, I was present when it came off track and my parents did not cause said issue. My parents have also made calls to another representative in the company and has not received a response. All they are asking for is the issue to be properly repaired and the warranty honored by the company. My parents contact information is as follows:**** and ***** ***** (Please only ask for ***** if you need to contact my parents, as my dad's memory is not the very best presently)************

  Business Response

  Date: 12/27/2024

  ** and **s ***** purchased a new shower and shower door from GRC Prime Bath.  We installed the shower and door in March of 2023.  The workmanship has a one year warranty and the materials have a lifetime warranty.  After the workmanship warranty had expired **s ***** called in the fall of 2024 to inform GRC Prime Bath that ** ***** had worked on the shower door and now it would not close.  We asked for a picture or video of the issue and their son emailed a video.  After reviewing the video it was confirmed that this would be a serviceable repair and not a warranty issue.  GRC Prime Bath had an employee who was off work and out shopping with his family leave his family shopping and come in his personal vehicle to repair the door that ** ***** had broken and pay the service call.  Since our employee was not working and was not in a work vehicle he asked **s ***** to borrow a screwdriver to fix the door and not have to make a second trip to their home.  **s ***** paid the service charge and told our employee she was happy.

  Customer Answer

  Date: 01/02/2025

   
  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 at the present time. 

  In the response, it indicates that GRC Prime Bath asked for video and pictures. I am the one that offered a video.  In addition, I provided the video and pictures back in September of 2024. Repeated phone calls were made during the months of September, October and November with excuses as to why the work could not be done, such as not being able to get people that could work or waiting on materials.  Looking back at other BBB complaints dating back to early 2023 from other customers regarding this company, this seems to be a pattern of the same types of excuses from Ms. ****** ******* from others as to why work doesn't get done.  It finally took filing a complaint with the BBB to get the repair done that should have been done back in September. 

  As far as the repair, within a few days of filing the complaint, ****** ******* sent me a text to indicated that GRC Prime Bath had an employee available the same day .  The company sent an employee who Ms. ****** ******* after the fact, said was out shopping with their family and off work.  The employee showed up with no materials or tools and asked my parents for a screwdriver and caulking. My parents indicated that the employee stated that the caulking is not what he initially would have used, but since it was waterproof it would suffice.  The expectation of any company like this should be that they show up with the proper materials and if they are not available a certain day, due to being out with their family, they should call to schedule an appointment, especially is they are going to charge $250.00 for the service repair. 

  My parents are satisfied for now as the door seems to be working. I do not recommend anyone doing business with this company.  They have poor and unprofessional business practices. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/29/2025

  I am filing a second complaint on behalf of my elderly parents. On December 26, 2024 a gentleman by the name of ******* from Prime Bath came to repair my parents shower door that was originally installed by Prime Bath. It was indicated that this was a serviceable repair and would be $250.00. ******* came to make the repair. This repair was done after months of the company not returning emails and phone calls and filing an initial complaint with the BBB. However, when ******* arrived he did not show up with the proper materials, that including asking my parents if they had any caulking and a screwdriver. The repair was done with caulking my parents provided. ******* indicated that if the job would not hold, then he would get some screws from *******, who I believe is the owner of the company. My parents informed me the shower door is now not properly closing after less than a month after the repair was done. When I raised concern to the company regarding their repair person showing up without the proper materials and asking my parents for caulking. The excuse I received from Ms. ****** ******* that ******* was off that day and out shopping with his family, so he did not have to make two trips. The expectation is if a professional business is going to send someone to make a repair they should have proper tools with them. If they were out shopping with their family, they should have scheduled the repair for a different. I sent an email to ****** ******* on Thursday, January 23, detailing what has transpired. To date, there has been no response from Ms. ******** ******* left his phone number for my parents on a post-it note. When calling the number, which I tried myself **************, a message comes up indicating "the call could not be completed as dialed, please check the number and try again." The repair needs to be correctly and my parents whom are elderly on a fixed income should be refunded the $250.00.

  Repair; Refund
  

  
  

  Business Response

  Date: 01/29/2025

  This was a serviceable charge because the homeowners worked on the door themselves and caused it to no longer work properly.  The homeowner was informed about this prior to our coming out and agreed to the payment.  The son has contact GRC over the weekend that the door is walking and we have made arrangements to come repair the door again for no charge.  However, when you attempt to fix the door it voids the warranty and that is why there was a charge.

  Customer Answer

  Date: 02/04/2025

   
  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.

  Please note, I did not want to file a second complaint, but had to in order to get a response from the business, which is very unfortunate. I still cannot recommend this business and if anyone is considering using them, please save yourself the trouble.  My complaints sadly have been similar to those on the BBB website and other websites that offer reviews. 

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

• Initial Complaint

  Date:10/16/2024

  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 visited this company's display booth at The ********************* 2023. I was looking for a walk in shower unit. I had a salesperson come out to my house and give me an estimate for the job. I signed a contract on October 3, 2023. he stated that the jobs were roughly a month out to be scheduled. To this date nothing has happened. I have contacted the company numerous times and even drove to the *********** location to see what was going on. It looked like that location is where they store the displays they use for the home shows they attend. Nobody was working there,I checked with the business next to them and they told me that there is nobody that works there on a normal basis. The lady I talk to on the phone gives me the same run around that the materials have not arrived and should be soon. Always with the ending 'Have a Blessed Day" I have been sending $300 a month to ********************* who the contract is with. Luckily for me I didn't put half down like I have read in a lot of the complaints on the BBB website. I would still like the work to get done. The loan agreement is with a **************** located in ********** Account number **********

  Business Response

  Date: 10/17/2024

  GRC Prime Bath has experienced unexpected material supply issues from our manufacturer and has obtained two patents on out own wall materials and are in the processes of producing Mr. ******** materials and have reached out to him this week letting him know we are working on getting the materials for his install.  We do have an unmanned warehouse in Federal way so yes when Mr. ****** stops by unscheduled it is doubtful he will ever find any employees there.  We have every intention on completing this job soon.

• Initial Complaint

  Date:10/07/2024

  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.

  Date of transaction 08/02/2023 I paid my deposit of $6257.12 To GRC Prime Bath Lic: GRCPRPB802DK for a bathroom remodel. It has been over a year and no work have been started. Numerous phone call has been made to GRC PRIME BATH and all I get after the phone conversation is "material is on order". After over a year of waiting for materials as per our phone conversations it seems like GRC PRIME BATH would honor my request for a refund of $6257.12. GRC PRIME BATH stop communicating with me. Reading the complaints on BBB all resonate to half down payment and once the customer is committed to the half down payment their solution is, "material is on order". My bathroom tub to shower job order dated 08/02/2023 is still on hold but with this untrust worthy people, my tub to shower job request that I have paid half of will probably NEVER materialize. What a way to make money scamming older customers of their hard earn savings.

  Business Response

  Date: 10/14/2024

  GRC Prime Bath has experienced a material delay from our previous manufacture and is working 7 days a week to resolve this issue.  We have no intention of not fulfilling this contract to Mr ********** 100% satisfaction.  We are coordinating manufacturing this custom walls and will be in touch soon to install at a discount for this lengthy delay.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22390607
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:08/30/2024

  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.

  GRC Prime Bath is a ******** company. Somebody came out from their company to take measurements, photos and give me a quote. We picked out supplies and I thought everything was good to go. They cashed my deposit for $9,423 the very NEXT day after my consult on 10/4/2023. After two months of hearing nothing I called the company and was told that they were having supplies issues and my order was supposed to be coming in next, this was December. I heard absolutely nothing from the company except a generic e-mail saying happy holidays and they were sorry for the inconvenience. Well since then I have called and am either getting the same generic answer, that they are having issues with getting supplies, or I am lied to, ****** ******* and ******* have both lied to me on multiple occasions. This was almost a YEAR ago! Did I mention that they cashed my deposit for $9,423 the very NEXT day after my consult. The file containing the contract and the quote they sent me is no longer accessible, and when I requested the quote and contract be e-mailed to me again it was sent encrypted with no way of me opening. I have asked for a refund of my deposit over 4 times, and I sent a Certified letter which was mailed back to me unopened. My only next step is to take legal action against GRC Prime Bath to get my deposit back.

  Business Response

  Date: 09/04/2024

  GRC Prime Bath is not a horrible company.  We pride ourselves in quality work and materials which has recently cause us to experience unexpected delays in materials and installs.  We do cash checks given as a deposit immediately to ensure the funds are available.  We continue to research better options on getting our materials.  At no time have we lied to Ms ************** We will be happy to send another copy of her contract, but do encourage her to print so she will have a copy as the link does expire.  We do not recall her request four times for a refund and did not receive a certified letter.  GRC Prime Bath looks forward to resolving her concerns as soon as possible.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22220427
  
  I am rejecting this response because:  I have asked repeatedly for updates on my shower remodel, I always get a response with an excuse about the materials getting damaged or they are on back order. I have never received an *** and it will be 1 year on 10/4/2025. I have asked for a refund of my deposit several times, as you can see in the e-mails I have attached. At this point I do not even want GRC Prime Bath in my home, if the communication is this bad already, I can't even imagine how it would be during a remodel. 

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

  Business Response

  Date: 09/10/2024

  GRC Prime Bath is disappointed that Ms ******* wants a refund and does not want us complete the remodel.  I am being told that her walls are expected to arrive within 2 weeks and we are committed to installing and proving it was worth all the delays.  GRC has experienced more that it's shares of challenges that have caused the delay.  We look forward to Ms ******* allowing us to make her dream bathroom a reality.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22220427
  
  I am rejecting this response because:  I am disappointed that  GRC bath has not complied with my requests for a refund. I am disappointed by their lack of communication. I cant even begin to imagine what an absolute disaster it would be to have a bathroom remodel by GRC Prime Bath.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/23/2024

  *** is under a signed contract with Ms ******* and the time to cancel and get a refund is only 3 days from signing.  GRC received Ms ********* custom walls last week but unfortunately they are damaged and we are working with our provider to expedite replacing them.  We stand behind our contract and our workmanship 100% and that is why it has taken longer than Ms ******* and GRC had hoped for. 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22220427
  
  I am rejecting this response because: 

  GRC has used this same excuse several times when I have inquired about the delay in my bathroom remodel. At this point I will be taking further action. Next week it will be a full year of this horrible nightmare
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/27/2024

  Yes we use the same response because it is the truth.  GRC is doing everything we can to complete this contract.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22220427
  
  I am rejecting this response because:

  It sounds like GRC is not willing to resolve this  I will be taking a different course of action  

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

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising 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 hired prime bath to do a shower and new tub. For the most part the shower and tub looks nice. The tub is a little small but the installation looks nice. After the workers was done they explained that all my parts didnt come in and that they would be back out as soon as the parts come in. Well that was back in March 2023 and they still havent been back out. So I tried giving the company time to take care of the problem, but no one was reaching out. So I been calling and I have texted a few times with no response. Also the shower head they installed is wobbly and I have asked for them to come out and fix it and no one will respond to me. These are solvable issues and Im not sure why the owner wont respond to let me know what going on. This is poor customer service. And I wish I had took my business elsewhere. Im hoping you can help with this problem with the company. Thank you, ***********************

  Business Response

  Date: 08/01/2024

  GRC Prime Bath did install for ****************.  The tub was installed based on her bathroom size and to ensure it was in code.  We are sorry if she feels it's small.  We have reached out to **************** several times to address her service issues.  The last date we set she called to reschedule and we are coordinating to still reschedule.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22075728
  
  I am rejecting this response because:theyre not telling the truth. I am wondering what is going on with these people. The proof is in the pudding. Why am Im going back and forth when it been a year and five months and they havent been back out to take care of the first problem. So tell me why its been so long to get my parts I have already paid for. My first contact with the office owner Mother was October 11, 2023 talked with mother and sent pictures. No response. Dec1 talk to owner mom again, she admitted she forgot to inform owner.  No response after that. Then I called in May no one answered the phone. Mom called back and said owner is aware. But still no response. Then I called again and left messages 2 different times. Then I called owner on cell. You cant leave messages cause, voicemail is full. Call owner again in June he finally answered that time to say he will be out June 20 th. Then he texted me to say he have to cancel because fence needs repair where he keeps his cows. Reschedule for Saturday June 21st. Then I had to cancel. But once I did he never tried to reschedule with me. I reached out to owner July 11 and July 16 with no response. I have all text messages.  And with all the few communication that I have had with this company, none with the person who can fixed the problem. Only that one time in June 2024. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  GRC is sorry we have not been able to coordinate and schedule a time to address ******************* issues.  We are a small business and doing the best we can.  We will reach out to see when she is available.

• Initial Complaint

  Date:06/03/2024

  Type:Delivery 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 attended the Tacoma home and garden show in early January and met and received quotes from 3 contractors to replace my bathroom shower. It seemed to be a straightforward job, and I chose the most basic material, in basic white, with no frills or custom designs with basic hardware from the selections they demonstrated. I chose the contractor with the best bid and what I thought would be the easiest to work with based on my interactions with the Salesperson ****, who seemed genuinely helpful and honest. That contractor was GRC Prime LLC. I signed the contract on February 7th and provided my 50% deposit of $5201.85 the same day. **** who was the sales rep advised that it might take a couple of weeks to get the materials ordered and they would be in touch to get the install set as soon as the materials were delivered. Radio silence for months followed, but I remained patient. From there I only received one email on April 12, 2024 thanking me for my patience and that they were "working everyday to fulfill each contract they had". Unfortunately mine was not one of those. I started to get concerned that I wasn't receiving any updates so I tried to contact ****, but apparently he is no longer with GRC Prime or at least not at the number on his business card. I have since sent several emails and inquiries about the status of my install. They responded, but with nothing substantial, only that materials have been ordered. Still no install date, still no details on when the materials were ordered, or when the supplier would be expected to deliver the materials. My sense is that my deposit was an interest free loan to them and that they used those funds to operate their business and probably only recently ordered the materials, if they have really been ordered at all. I don't have much recourse, so I thought I would look at the better business bureau to see what was going on with GRC Prime. Well, looks like I'm not the only one with similar experiences. ugh!

  Business Response

  Date: 06/03/2024

  *************** is under contract with GRC Prime Bath and we have experienced severe delays from our manufacturer.  We have communicated this to *************** and we even sent him an email today.  As for his statement about **** no longer being with GRC Prime Bath, this is not true and to the best of my knowledge he has not changed his phone number so I have no idea what he is referring to.  We believe we have the materials in stock at our warehouse, however we need to close the open jobs we have before we can open another installation.  We anticipate being able to do this very soon.

  Customer Answer

  Date: 06/12/2024

  I consider this complaint to be still open or active. 
  Since GRC has responded to the complaint with the BBB, they have not responded to my multiple emails and still have not provided any details on material delivery or completion of work. In their response to the BBB they state they have my materials in their possession but in an earlier response they said they are still working on getting materials. 
  
  Can you assist me in getting my deposit refunded, so I can actually find a reputable contractor who will complete the work?
  

  
  

  Business Response

  Date: 06/14/2024

  GRC Prime Bath, has responded to ******************** emails and is working on his custom products and install as quickly as possible. We are grateful for his business and are committed to 100% fulfilling our contract.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21795758
  
  I am rejecting this response because: GRC Prime has had nearly 5 months until now to secure materials and complete the work they were contracted to do. I have no confidence in their ability to complete the work at this point. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/17/2024

  We are truly sorry **************** feels this way, but again we have experienced longer than expected delays from our manufacturer and are working 7 days a week to overcome these delays and are committed to fulfill this contract.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21795758
  
  I am rejecting this response because: it does not address any of the concerns raised. Why does it take 5 months to complete a 1 day shower remodel. Clearly something is amiss with GRC Prime where they simply wont just refund my deposit and move on. They wont even give a timeframe for when they can complete the work, essentially holding me hostage and not allowing me to proceed with getting the much needed work done. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/07/2024

  GRC Prime Bath is still waiting the materials to complete this contract and has every intention to fulfill the contract we hope to have materials to install in August.

  Customer Answer

  Date: 07/07/2024

   
  Complaint: 21795758
  
  I am rejecting this response because: its taken far too long to fulfill the contract and I have no confidence GRC will fulfill its contractual commitments given my past experience and the outstanding number of complaints on record. Im in the process of securing a new contractor who will complete the work more timely.   Hoping to have the materials by August without a firm install date and commitment is not satisfactory. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/11/2024

  GRC Prime Bath did use ******************* deposit as an interest free loan.  We are committed to installing as soon as we are able to receive his custom materials.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21795758
  
  I am rejecting this response because if materials have not been ordered just simply dont order the materials and refund my deposit. No longer acceptable to have repeated delays and empty promises. If materials have been ordered please provide documentation of order and date of material delivery. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/25/2024

  As we have stated we are working on getting the materials and plan to fulfill this contract.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21795758
  
  I am rejecting this response because it provides no additional details or updates. Im considering GRC in breach of contract due to non-performance.
  

  Please process my refund at your earliest. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/02/2024

  We are thrilled to share some exciting news from GRC Prime Bath! Our new product materials are expected to arrive later this month. Once they do, we will put our utmost effort into installing your custom dream bathroom.
  Thank you for your patience and understanding during this time.
  Best regards,
  ***************************
  General Manager
  GRC Prime Bath
  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21795758
  
  I am rejecting this response because this is the same nonsense lacking any details or specifics from the past 6 months. Still awaiting my refund.   
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/06/2024

  Nothing additional to comment. Still awaiting my refund. 

  Business Response

  Date: 08/12/2024

  GRC Prime Bath and **************** signed a contract fr GRC to remodel ******************** bathroom.  GRC is a small business that has gone thru some challenges in completing our contract as quickly as **************** would like.  We have every intention on completing this contract to his 100% satisfaction.  GRC understands ******************** frustration and desire to get a refund but because we are under signed contract and the right to cancel (3 days) has passed we are not in a position to offer a refund at this time.  We are making every effort possible to complete this contract as soon as possible.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21795758
  
  I am categorically rejecting this response because I have no confidence in GRC to complete the work as they have never met a commitment or timeline up to now. If I knew then, what I know now I would have never even considered GRC to remodel my shower. It has been an unmitigated disaster and I think a court would also see it my way. Still awaiting my refund.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/02/2024

  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.

  Please refer to Enclosure 0 for full details. Briefly, we signed a contract on 06/22/23 for GRC Prime Batch to remodel our moms studio bathroom and kitchen. GRC Prime Bath General Manager, ***************************, took our $7,138.90 deposit on 07/1/23. They failed to complete the job per contract.On 9/13/23 (2.5 months after signing contract), her son, *************************, GRC Prime Bath Owner/President, finally came to start work. He returned on 9/15/23 but did not finish work.Since then, no additional work has been done. We made several phone calls and left voicemails asking GRC Prime Bath to finish the job but received no response. On 11/3/23, they stated that they were waiting on production/shipping of bath materials from manufacturer. We asked GRC for proof of order and response from supplier but did not receive any response.On 11/30/23, ****** asked for photos of work left and we responded with photos. On 12/04/23, Rian, GRC Prime Bath Sales Representative, came to our home and took photos of unfinished work.On 12/06/23 we spoke with ******* and ******. We realized that GRC Prime Bath is breaching the contract by 1) delaying completing contract work 2) refusing to schedule a date to finish this project including work that is independent from delayed bath material shipment claims, 3) claiming completion of extra subpar work they created outside of the contract without our authorization, 4) demanding immediate extra payment without providing costs for each extra unauthorized work item, 5) declaring stop work, and 6) telling us to hire another contractor to complete their unfinished work.The false extra work claims they brought up include 1) unauthorized hazardous not up to code live electrical wire work tapping into our existing circuit breaker 2) unauthorized nonvalue added extra drywall work that has altered the good paint job, also demanded payment but did not specify the amount. They have been extremely unprofessional. We ask for resolutions in next section.

  Business Response

  Date: 02/15/2024

  GRC Prime Bath did sign a contract and did take 5 credit cards to make they deposit for this job.  We started to do the work we had materials for and they asked for additional work.  We agreed to do the extra work and they agreed to the additional charges and now are claiming to not to have asked us to do the additional work and not agreeing to pay the additional costs.  GRC will never do extra work without being asked to and agreement of additional charges. Since it took 5 credit cards to make the deposit and they have mentioned several times the need to save up to make the final payment we asked for payment of the additional work upon completion of it and were told we were not asked to do the work and they did not agree to pay for them.  The electrical work has not been finished because they are refusing to make payment for work completed.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21236023

  
  Thank you for your help working with GRC Prime Bath regarding my complaint. I reject GRC Prime Baths Response as they did not answer any of our questions or properly address our concerns. GRC Prime Bath breeched our signed contract. They are using an additional payment demand for their unauthorized outside of contract additional drywall and electrical work claims as their excuse for not completing their signed contract work. 
  They performed unauthorized out of the contract drywall and electrical work without our consent. They altered our good drywall that we just painted. Please see photos they took when they bid on the job and my own photos showing our good drywall conditions prior to them starting their prep work. Without our authorization, they installed live electrical wire for the microwave oven and tapped into our existing Bidet circuit breaker that will cause electrical overload to our existing circuit breaker and exposes dangerous live wire without conduit. The microwave oven must have its own designated circuit breaker per electrical code requirements. These are major live electrical wiring code safety violations. They have put our family at huge safety risk for potential fire hazardous since Sep 15, 2023. They claimed they have not finished their unauthorized outside of contract electrical work, but this work is not unfinished; it is wrong! The only way to finish it per electrical code is to remove it and redo it. The live electrical wire must be removed and uninstalled from our existing Bidet Circuit Breaker. A contractor cannot leave any unfinished hazardous work that exposes safety risks to their customers when leaving the work site. 
  We paid the agreed upon deposit in full in the amount of $7,138.90 on Jul 1st, 2023 as previously stated. 2.5 months later, after they did partial prep work on Sep 15, 2023, we kept trying to contact them and left them numerous voicemails asking them to finish their signed contract work, but they did not respond. When we were finally able to get ahold of them on Dec 1, 2023 they started to claim they did this unauthorized outside of contract additional drywall and electrical work and demanded immediate payment but did not specify the amount. To date, they did not specify the amount they are demanding for their unauthorized outside of contract additional drywall and electrical work in their response either. I do want to know a breakdown on how much they want for each of the unauthorized work items outside of contract that they are claiming.
  After investigating the unfinished work they did, we informed them of their live electrical wiring code safety violation problems from their unauthorized outside of contract additional work claims. They then backed out and changed their story, stating that they have not finished their unauthorized outside of contract additional electrical work.
  The major work of this project is the bathroom remodel. However, they did not complete their prep work for the bathroom. In addition, I believe that they did not order our bathroom materials and are unable to provide the order with the bath manufacture details per my request in their response. This shows that they lied on the delay shipment of our bathroom materials and tried to take our $7,138.90 deposit and have no intention of finishing our signed contract work.
  However, they keep claiming that there is a delay in shipment of my bathroom materials. I could not believe that it takes over 6 months and they still have not received our basic/typical standard bathroom materials. If they claimed that they did order my bathroom materials, I do want to see proof of the order such as order date, list of ordering our bathroom materials, vendors responses on the order, etc.
  
  I am looking for the same resolutions that I listed in my original complaint.
  
  Please help keep this complaint open as I am on vacation and will try to set aside some time to write a response to GRC Prime Bath via your BBB site within the next couple of days.
  
  Thank you in advance for your help.
  

  
  

   

  Customer Answer

  Date: 02/27/2024

  Thank you for your note below. I also would like to add the following as a supplement to my Feb 21st, 2024 email I sent you. I would like to address the previously agreed up on 5 credit cards deposit payment in the amount of $7,138.90 used in GRC Prime Baths response on Feb 15th, 2024. It is irrelevant for GRC Prime Bath to use our method of payment as another excuse for them to demand an immediate unspecified amount of additional payment for their unauthorized out of contract additional work completion claim. In addition, GRC should not find any more excuses to not finish the signed contract work such as claiming that we need to save up to make the final payment instead of concentrate on getting the work per the signed contract done. We will pay them the remaining balance $7,138.89 upon completion of contracted work as specified on page 5 of 31 in the signed contract and after they fix their unauthorized out of contract alteration of our newly painted drywall and undo/fix their unauthorized out of contract not per code electrical work without additional charge. These works must be completed within a couple of weeks from the BBB resolution date. 
  Due to the fact that GRC Prime Bath has put my family safety at huge home fire hazards since Sep 15th, 2023 from their unauthorized out of contract unsafe electrical work violations, we do need an answer from GRC Prime Bath to let us know if ******* is a licensed electrician and is certified to do this type of electrical work. If so, please provide support documentation such as his electrical license number and his electrical certification number. 
  In GRC Prime Baths response on Feb 15th, 2024, they are still beating around the **** and did not specify their demanded cost of each unauthorized out of contract work completion item claim. As of today, Feb 26th, 2024 we still have no idea how much they are demanding immediately from us for their unauthorized out of contract additional work completion claim. We do want to know the specific amount of cost that GRC demands for this unauthorized out of contract alteration of our newly painted drywall and on the unauthorized out of contract not per code electrical work.   
  The bottom line of this case is that GRC already received our full deposit on Jul 1st, 2023, promised to get the job done by August 2023, but did not start to do partial prep work until 2.5 months later (in mid Sep 2023) after not responding to our numerous phone calls and voicemails. When they came to our home on Sep 13rd, 2023, they did not prepare and did not have any materials with them to start work as stated in their response We started to do the work we had materials for. Instead, they came to our home, looked at our kitchen and bathroom, went to ********** to buy materials, came back and started work after a few hours shopping.
  The major work of this project is the bathroom remodel, but to date, they did not even finish their prep work for the bathroom. They used the excuse that our bath material had been ordered but that they still have not received a shipment date yet. 
  As of today, Feb 26th, 2024, GRC Prime Bath is still unable to provide us proof of order such as order date, list of materials, and their suppliers response on why it took over 6 months and still has not provided a shipment date for our basic/standard BCI white acrylic bath materials and PULSE ShowerSpas accessories. Then they used their unauthorized out of contract additional electrical and drywall completion work claim excuse to demand immediate additional payment but to date, they have still not provided a specific cost for each work item claim. Then they use the method of our credit card payment and making false statements about how we need to save up to make final payment as additional excuses for them to demand immediate additional payment for their claim of unauthorized out of contract additional completion work. These unauthorized out of contract additional electrical and drywall work items are major issues that need to be fixed/undone per my complaint above.
  I am looking for the same resolutions that I listed in my Feb 2nd, 2024 complaint. I do appreciate your help in looking into this complaint and asking GRC Prime Bath to answer our questions and address the problems they created. 
  

  
  

  Business Response

  Date: 03/19/2024

  GRC Prime Bath prides itself on superior workmanship and customer satisfaction.  We work based on signed contracts.  We do have a signed contract with ***************.  GRC requires a 50% deposit upon signing of each contract.  When we obtained this deposit it took seven credit card transactions and over a weeks time.  GRC was experiencing a difficult time obtaining the wall materials on the contract and the ******** demanded we start work on the other aspect of the contract.  As a sign of good faith we agreed to do this.  Upon working on this scope of work *************** wanted additional work which was NOT on the contract done.  GRC and *************** verbally agreed upon the extra work and the additional charges.  Now *************** is stating she did NOT ask for the additional work or agree to the additional charges.  Due to the prior payment issues GRC has asked *************** to pay for the additional work before we begin the remainder of the work.  Once *************** pays for the addition work which she did request and which GRC did complete for her we will be happy to complete the scope of work.

• Initial Complaint

  Date:01/31/2024

  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.

  We contracted to have our bathroom remodeled. They required 1/2 payment down to order materials. We were told after the holidays we would be scheduled for remodel. There has been no communication from them to start the project. We have left numerous emails and messages on phone and texts to see when we would be scheduled. When we do call and get a ****, she knows nothing and says she will get with "****" to get us a date. This has gone no where. We were notified in an email on Jan 18 this:We are currently in the final stages of securing an outside investment that will significantly enhance our capabilities and allow us to expedite ongoing projects, including yours. We anticipate closing this investment in the coming weeks, and once finalized, we will immediately allocate additional resources to ensure the swift and efficient completion of your bath remodeling project.They have not had any further communication with us since this time.

  Business Response

  Date: 02/12/2024

  GRC Prime Bath has had numerous communications with both Mr and **************** explaining we are doing everything in our power to get the custom bathroom materials.  ******* is working 7 days a week ***** hrs a day to keep installs going.  We have told Mr. and Mrs. ***** we will let them know as soon as we have an update.  They continue to call and email wanting information we do not have at the current time.  We are still in the final stages of securing an outside investment and ask for them to give us the ***** to do so and complete their project as soon a possible.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21228172
  
  I am rejecting this response because:  *******, we received the BBB Response this morning (Monday 12Feb 2024) but have not yet responded because we need clarification from you as to the options. I need to give you more information on this issue before I chose an option.   We obtained our own financing for this project separate from what they presented as a funding method (Mosaic loan application) for which I am exceedingly glad, after I found out about Mosaic's funding practices - but that is a separate issue.
  
  
  We paid this company 50% of the job in advance, as they said they need the funds up front to order our materials. That was almost four full months ago. As you can see in their response below in quotes, they claim that they have been trying to secure funding for their company, which tells me they have used our funds for operations and to purchase materials for other projects than ours before our project is supplied.  We have asked for an anticipated date of install but can't even get that.  We have asked in writing, for copies of the order forms and the invoices for the materials they say they have ordered for our project, but we have had no responses that gave any new information other than "**** will call you back".  We have a right to see the order invoices and receipts for our projects materials, but have never seen them.  I doubt they have been ordered yet.
  
  
  In all of the phone calls we have had with GRC Prime Bath, the only information we get from "****" is that "I will call **** and have him speak to you", and one response that said "they are waiting for suppliers" , but that response with an anticipated date or explanation of if our materials were even ordered or received never happens.  
  
  
  This company has obviously been struggling like many small companies have due to the effects of COVID on the economy, but we have been very patient and also very understanding, but a 50% down payment and no explanation or even an attempt to schedule an install has occurred, and it begs the question if this is being operated as a Ponzi scheme.   They have not been open or proactive in telling us of delays or customer-related issues for our specific project, especially since they have our money that I am paying interest on for the last four months.
  
  
  We have had to contact them to get any information on the project and still have no anticipated date after four (4 ) months, they have never reached out to us proactively to tell us, they are having problems.  So after reading their response to you (enclosed below) I now want to cancel my project with GRC Prime Bath and get my money back.
  
  
  We obviously disagree with the response from GRC Prime Bath to our complaint we filed with you.  They will probably claim we cannot cancel and get our deposit back if they have ordered the materials, but there is no proof either way they have ordered the materials.  
  
  
  I guess the next step is the Attorney Generals office.
  
  
  **** This is their response from your BB email to us *******
  "GRC Prime Bath has had numerous communications with both Mr and **************** explaining we are doing everything in our power to get the custom bathroom materials.  ******* is working 7 days a week ***** hrs a day to keep installs going.  We have told Mr. and Mrs. ***** we will let them know as soon as we have an update.  They continue to call and email wanting information we do not have at the current time.  We are still in the final stages of securing an outside investment and ask for them to give us the ***** to do so and complete their project as soon a possible."
  **********
  I will also call your office *************) to discuss this email and potential options to your official response.
  
  
  Thank you,
  *********************
  
  Sincerely,
  
  **** And ***************************

  Business Response

  Date: 03/04/2024

  We have spoken to *************** multiple times also emailed and text him.  We do not get information from our suppliers until the materials are ready to ship.  We can't set an install date without a shipping date.  We are not running a ponzi scheme and are working very hard everyday to get caught up on our installs.  We are a small business that is struggling to get quality employees to do the work the ******** hired us to do and are committed to fulfilling out contract once we have the needed materials and have told them this numerous times.

• Initial Complaint

  Date:01/22/2024

  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.

  nov 30 2023 gave a ******* deposit for a new shower has been delayed now not answering phone

  Business Response

  Date: 01/24/2024

  We have had several phone conversions and emails with *******************  I was traveling on Monday and was not able to receive calls and will call her back today.

  Customer Answer

  Date: 01/25/2024

  no one called no one answered my email that i sent 

  Business Response

  Date: 02/05/2024

  GRC Prime Bath makes every effort to answer every call 24/7 days a week. We spoke with ***************** last week and explained the delay and ensured her we were committed to fulfill her contract and our commitment to install as soon as possible.  We do not see any missed calls or voice messages from her phone number.  We would be more that happy to speak with ***************** again, but truly do not have an update since we last spoke with her.

  Customer Answer

  Date: 02/16/2024

  was told parts were delayed because of weather in the east. then was told parts  were waiting in customs at the ****** boarder . and should be able to finish job in 2 weeks. over 2weeks have passed contacted them again was told they have not gotten the parts.

  Business Response

  Date: 03/07/2024

  GRC Prime Bath installs custom products and some items take longer than expected to receive.  ********************* products were received damaged and we had to get a second delivery and are installing today.  We can't control delivery delays or damaged freight.  

• Initial Complaint

  Date:09/19/2023

  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.

  On May 1, 2023 I placed and order, secured funding and agreed the a bathroom installation project by GRC Prime Bath. When the order was made I was told it could take a few months. In July I received and email saying that the parts were still in the process of being made and there was a significant delay in production but there were no clear answers about when the job would be complete. Because of my funding the project would need to be completed around October 7, 2023 or I would need to find other funding. With the deadline approaching I am told that my bathroom parts will now ship on September 25 and the installation of my bathroom will be expedited to meet the deadline. After talking with several contractors who are familiar with this type of work and the processes of ordering materials for plumbing projects I have been told there is no reason this project should have taken this long. It has also been explained that more communication about the time of installation should have taken place. I have emailed, sent text message and verbally told the company that I want to cancel this project because of the reasons above. I was told I would get a phone call from ******* who I believe is the owner. I have not revived a call and I feel like all of my efforts are being ignored. I do not want this company in my home after the way everything has been mishandled. I understand I am responsible for a fee or $500 according to the contract. So far I have paid $3000 in cash and approximately ****** has been charged to my funding.

  Customer Answer

  Date: 09/19/2023

  I would like to cancel this complaint. The company has communicated with me and I am satisfied at this time.

  Business Response

  Date: 09/19/2023

  Ms *** must have sent this before she spoke with ******* who is the owner of GRC and we have agreed to install as soon as we receive the ****************, which have taken longer that expected to receive.  Our manufacturer has set a estimated ship date of 9/25/23.  ****** and Ms *** have agreed to a weekend installation date prior to her funding expiration date.