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:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24th. I hired bath fitters to install a new walk-in shower. They did not provide the material they promised. Very poor workmanship and did not do it right. They cut out three quarters of my floor joist without a permit. And told me to box it in. The contractor was very rude and when I told him he was not doing it right and it was not what I was promised he said he was the contractor and could do it anyway he want it you did not have to do it the way the salesman promised me. I called the salesman and said they did not put the green board and particle board in like they said they put in two foot of green board and one corner. And the contractor actually had it all setting up by his van so I figured it would be put in. He just laughed at me and said oh you got the green board. And I told him it was not the way I promised and he told me just to deal with it. The contractor would not answer any of my questions said he was too busy to talk. He said I could not take any pictures I said it was my house I could take pictures if I wanted. He actually blocked the hallway to my bathroom with his tool boxes and put cardboard over the windows so I could not see the way my project was being done. He said ******* driver was found he would cut it out and replace it. He knocked a hole through some of the dry what rot to put in the drain. And then put cardboard down to level the floor and then put cardboard over the dry rod and cardboard to level out the shower instead of any kind of grout or cement. And I do have pictures and a letter of complaint that I sent to the company . The company did go back and said they would give me a free shelf. And would block in the drain and my floor joists without a permit. I told them I would not accept that I either wanted it replaced for 50% off. And they said it was done right and there's nothing else they can do.

  

  Business Response

  Date: 05/01/2025

  Good Morning, 

  This Customer is not ours- the service address is handled by an entirely different franchise with whom we are in no way connected. That franchise is operated out of ********, *** 

  I wish we could help- please let me know if there is anything else I can do to assist. 

  

  Business Response

  Date: 05/06/2025

  This customer was communicated with and offered a free shelf as well as for the joist to be accessed and structual support to be added. 

• Initial Complaint

  Date:06/08/2023

  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.

  We had a bath tub installed by Bath Fitters a month or so ago and have tried to get them to acknowledge our issues. We have also tried to get a partial refund of the about $10,000 install because of the substandard work that they did....not to mention the damage done to our house. We have heard nothing back from them for about 2 weeks now, so they obviously have blown us off. Here are the issues:1. They had to ********************* our concrete floor to install plumbing, but did not close the door or make any other means to control the huge amount of concrete dust. The result was coming home to a sheet of concrete dust through our whole house. It took my wife and I numerous hours cleaning their mess and are still finding area's with the dust on it. Dust cover most of our living area ceiling to floor. This is totally unacceptable and should have never have happened.2. The floor level on the bath tub is not at the same level as the bathroom floor. We had a sunken bath and they had to build a frame to place the tub. Problem is that the frame was higher than the bathroom floor and new we have to step up to get into the tub and down exiting. It is not a small difference and make for a safety challenge getting into and out of the tub.As stated above, we asked for a small 15% discount on the substandard tub install over the last couple of weeks with no response from them. Therefore, we would not recommend this company at all for any kind of bathroom work.

  

  Business Response

  Date: 06/06/2023

  This Bath Fitter Customer is in ********************** State and not in our ******* Franchise. We do not have him in our CRM and he is not a customer of ours. Please reach out to this complaint ID # ******** and find out the correct Bath FItter Franchise.

  

  Business Response

  Date: 06/10/2023

  It looks like you have spoken with our ************* Manager, *******, since your complaint was submitted here. There is a note in our system stating she will be following up with you on Tues to discuss the discount you have requested. We do recognize the issues with this installation and have every intention of making it right with you. We also apologize for the lack of communication in the interim. Please let us know if you have any more trouble with anything else going forward. 

• Initial Complaint

  Date:02/14/2023

  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.

  On 9/25/2019 Bath Fitter installed a tub over our existing tub other than a few cracked tiles and the base seemed uneven we have had no problems with this install until about 6 months ago we noticed water forming at the base of the tub close to the middle everything around it was dry, we called Bath Fitter and she scheduled us in for Feb. 6th. Installer arrives and finds by pouring a cup against the back wall water can get onto the floor because the tub he said is slanted down we needed some triangle water stops at the edge of the tub so we install those at his urging knowing that is not going to solve this problem my wife and I have been watching it to closely, I kept asking questions but the installer said "Bath Fitter has never had a tub leak in the manner your suggesting it's just never happened in our company there is just no way" and he left. We started to shower in the tub again on the 7th and it has been dry until the 9th I showered got out it was dry my wife went to shower a few minutes later there was a huge puddle of water right at the base again so it is definitely leaking between the liners and if I try to silicone the base the water could build up and ruin our ceiling below or start coming out somewhere else and this is a serious issue as we were going to sell but there is no way we can sell now the warranty is suppose to be lifetime for this tub over but upon repeated requests years ago we never got a bill or anything showing they did the work except our canceled check, Bath Fitter knows of this new problem she e-mailed me to contact her right away, and I did, she is the only one who can help me according to whomever answered the phone and they all know who I am I have e-mailed her with name and number she says she has tried me but there as been some issue so I called twice she is coming in later or at lunch. So there is no point in calling anymore at this time because of the run around. This was the last call I ever wanted to make to someone that our bathtub is leaking and we as the homeowner had nothing to do with it this was there install in fact the first tub he tried to sell us didn't fit and had no warranty we said no way got to have a lifetime warranty so he takes the old tub back about 2 months later new tub comes and I ask does this one have lifetime warranty yes sir it does, I ask does it carry over to a new owner if we sell yes sir it does, but like I said we asked but got no paper work, and in my experience as a former construction worker this tub has to be tore out.

  

  Business Response

  Date: 03/02/2023

  ************,

     After looking over the notes in your account, it appears as though you have spoken with our customer care manager on more than one occasion since you made this complaint. We have received a video from you and are waiting on one more, from my understandng, and ******* is working with you to find the best solution. PLease let us know if you have any further issues by calling us at ************ or email our production manager at *************************************** Thank you!

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are in the middle of trying to find a solution
  
  Sincerely,
  
  *******************