ComplaintsforBath Planet of Milwaukee

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a follow up complaint to complaint #******** I originally filed Feb. 13, 2023. Rather than list all the details again, in summary Bath Planet remodeled our bathroom. Some of the floor tiles they installed have cracked. After being ignored by them for months I filed the above complaint. They then agreed to send a guy out to replace the cracked tiles. I assumed they would do what they said they were going to do and agreed to close the complaint. He showed up and in about 2 minutes decided the tiles couldn't be replaced. He said he would have to go back to the office and discuss what to do with his bosses and would get back to me. Months passed again with no response. I finally called them on July 7, 2023 and was told I needed to talk to the owner and he would call later that day or the following Mon. I heard nothing as of July 13, 2023 and called back. I was told the owner was out of town and he would gat back to me when he returned. It is now Aug 14, 2023 and I still have heard nothing back. They are clearly ignoring me and hoping I go away.

  

  Business response

  02/14/2023

  Thank you for contacting us . We have scheduled a service tech to make a visit to review the concern . 

   

  Customer response

  02/14/2023

  [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,
  
  ***************************
  

  

  Business response

  08/15/2023

  Once our service tech came back to the office and  we reached out to our flooring vendor to se if we could get replacement flooring . We recently found out they have now discontinued this color / pattern .This tile is no longer available .  With over a year since installation , **************** expand and contract .  On top of it you had a poor subfloor . It was spongy and this had  weak support for the new floor that was installed . Our service tech made provision upon his rereview visit to stabilize the floor . Under the original contract , it was agreed  that  the floor was not spongy . With all this said , we are offering new flooring material at no cost to do this space new . The customer will be responsible for picking a comparable LVT tile that is available . The customer will be responsible for installation cost . Please let us know when you are ready to pick the flooring . Thank you 

  Bath Planet of Milwaukee 

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When choosing the flooring I specifically asked the Bath Planet salesman if it could be put over the existing flooring and was told it could.  When the Bath Planet installers came they gave me no indication there would be an issue they just installed the floor.  The original floor was ceramic or porcelain tile.  The floor was reinforced when it was originally installed.  If it was spongy as Bath Planet now claims, why was the original floor not cracked?  The Bath Planet installation was not done properly, that is why I have a cracked floor.  It is completely unreasonable for Bath Planet to expect me to pay for their faulty installation.  If the original flooring is no longer available we will be happy to choose something comparable to replace it.  
  Regards,
  
  ***************************

  

  Business response

  08/16/2023

  The warranty on the tile is specific to the tile the customer ordered . This tile is no longer available per the manufacturer . If we could get the tile we would warranty the 3 cracked tiles and reinstall them . We are not going to warranty the entire floor or  80 Sq. Ft. The other unknown here is the history of use for the flooring . We have seen damage or cracking  in the past where large objects have been dropped on LVT flooring . 

  Our offer latest offer still stands .If acceptable lets work together to get the remedy started .  If this is unacceptable to the customer I suggest we both go into 3rd party mediation with Milwaukee NARI . They offer a arbitration process that will make a ruling based on all the facts from both parties . Once this decision has been made we will accept it and move on .We would hope the customer would accept it as well . 

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have a box of 10 tiles left over from the installation.  Your original resolution to my complaint filed in Feb was to send a tech to replace the cracked tiles.  When he got here on Feb 23 he said he couldn't replace the cracked tiles.  The tiles were not installed level, they are not flat.  He said would have to go back to the office and determine what to do.  You provided no follow up response at the time.  Now months later you're telling me if you could get the tiles you would replace them.  There are now 6 cracked tiles and nothing has been dropped on them or dragged across them or anything else that would have caused them to crack other than faulty installation.  I originally notified you about the cracked tiles in Oct of 2022.  You provided the tiles and you installed the tiles.  Your own tech determined the floor couldn't be repaired. 
  Regards,
  
  ***************************

  

  Business response

  08/21/2023

  Since you have a box of ********************************************************************************************* two to replace the broken tiles . Since you are out of warranty from the original  install date this will be our last no charge visit . We will have our scheduling manager contact you later this week to set up our visit . Thank you 

  Customer response

  08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  If you are able to replace the cracked tiles successfully that would resolve my issue.  However, you already had a guy out to my house in Feb that said they could not be replaced.  What is different now?  I will mark the issue resolved after the tiles have been successfully replaced.
  
  Regards,
  
  ***************************

  Customer response

  09/05/2023

  Bath Planet has told me they scheduled a serviceman to replace the cracked tiles on Sept. 12.  They told me at an earlier date that the tiles could not be replaced.  Thy gave no explanation of why they can be replaced now.  I told them I would not **** this issue as resolved until they successfully replace the cracked tiles.

  
  

  Customer response

  10/13/2023

  After many many phone calls, 2 complaints filed with the BBB and months of waiting, Bath Planet finally sent a tech out and replaced our cracked tiles.  It has been about a month since and so far the floor looks OK.   

  I don't understand how a business that makes it's customer go through what I had to, to resolve an issue can be a BBB accredited business.

  Customer response

  10/18/2023

  [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. 

  After many many phone calls, 2 complaints filed with the BBB and months of waiting, Bath Planet finally sent a tech out and replaced our cracked tiles.  It has been about a month since and so far the floor looks OK.   

  
  

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

  
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  writing this on behalf of my parent - **** and ***********************. Bath Planet installed shower surround May 2021. Product is good but installer did not do a **************** round of caulking became a little moldy so they came back to redo it in November 2021. Next round of caulking came out of the tube slightly yellow (white shower surround) was told the yellow would fade. Never did. Have been trying to get them to come out to replace the caulking but emailing and calling since November 2022 and get no response. Actually get a response from salesman who says he will contact expeditor but nothing. Corporate sent new caulking but no one will come out to do the repair job. Now we are expected to pay someone to fix this crappy installation work. All we would like is Bath Planet to fix the caulking.

  

  Business response

  06/26/2023

  Thank you for contacting Bath Planet of Milwaukee . We offer a 1 yr. warranty on these installs . The job is 13 months  past warranty . In addition , we have been out there 2 times to help mitigate this particular concern at no charge to the customer . 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 4, 2022 we contracted to have our bath tub and shower replaced. At the time we were told it would be about six weeks before they were able to do the work. We had picked out the material to be used. After the six weeks passed we didn't hear from bath planet, so we called to find out what was going on. We were told they would be able to do the work on March 28, 2022, witch didn't happen. We called again and they said it will be done on the 30th, we agreed. They came and did the work But all of fixtures Don't match. The grab bar is not what we had ordered. The curtain rod is loose. They came to my house to see for them selves, what it looks like. We have gone to their show room to make sure they know what we have ordered. It has been two weeks since we last heard from the company.

  

  Business response

  04/27/2022

  ****************** , 

  Thank you for sharing your concerns . The date you mentioned is  incorrect .The original contract was written Feb. 4th . Supply chain issues have slammed the home improvement industry and we are at the mercy of our vendors . 

  Many materials are taking months to get in and some are out 6 months . We are trying to get the work complete once we have the product to complete the job. Your job is scheduled to be complete this week . Our installer ***** is

  is trying to get a hold of you as I write this response . Again , we want to thank you for taking the time to write us and we look forward  to completing your job . 

   

  Bath Planet of Milwaukee 

   

  Customer response

  04/28/2022

  [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

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shower/ tub insert was purchased in early 2021. We waited months and it was finally installed in March. They hired a 3rd party contractor to come out. His install is poorly done. After he finish he had to come back out because our tub was bowing out from too much product inside of it. The caulk is also caked on. Compared to the caulk on the model in the store of what we purchased, ours looks horrible. It is applied in excess and with swirvy lines. It is not the same color as the grout pattern on our insert. Also did not inform us our ceiling had a bow which we would have fixed before install. Now our shower ceiling is noticeably crooked. We were forced to deal with what we got because of health issues in our family at the time. Now fast forward to October. One of our 5 shelves that we purchased has fallen off. We were told they would be anchored to the wall. This is obviously a lie as a shelf has now fallen off and revealed it was held on by nothing more than double sided sticky foam. This also leaving behind a gap between the insert pieces that is now being exposed to the water of our shower. Our shower faucet is also loose. I had called two times (10/25/21 and 10/27/21) and left messages with the receptionist with no return calls. I went into the store (10/29/21) and talked to the owner. He finally got **** to call me back that same day. Except he only called to tell me he would call in 1 to 2 weeks to schedule me. Also stating we would only get it fixed when someone was already in the area doing another job. It is now past 2 weeks and there has been no communication from them. Not to mention what if someone isn't doing another job down here for another 2 months? We are supposed to wait that long with an exposed gap in our only shower? We also will have to take off work for a second time to have the shower fixed, resulting in more money loss. Would like our shower issues fixed along with compensation for our inconvenience and money loss and poor job done.

  

  Business response

  11/17/2021

  Thank you for contacting Bath Planet of Milwaukee . This year and last have been very difficult for contractors given supply chain issues . We can only install as fast as we get product . This explains the lengthy install delays . 

  We have also reached out to the install team that did your job and Will is going to be contacting you . He may have already reached out to you . Will is one of our best installers and he has over 20 years experience. 

  Everything we install is installed to manufactures specifications and is warranted . Can we please ask next time that you contact us before you write a review . We take great pride in our #1 commitment to great service and

   quality . 

   

  Bath Planet of Milwaukee 

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a 2nd floor shower replaced in early 2021. After a while noticed water damage on the ceiling of the garage. Called **** the owner and he said that ***** the installer would come out, fix the drain & the garage drywall. ***** did take out some of the damaged dry wall and said the dry ****** would come out *** 5,2021 to complete the work. The dry ****** never showed on that date. After numerous calls to **** the issue still is not resolved. This is frustrating. I am a 75 year old widow who just wants to have my garage back. I would like BathPlanet to finish this job to my satisfaction OR pay the **** for another dry wall company to fix it. IT WILL BE 1 YEAR AS OF OCT 7 2021 since I signed the contract.

  

  Business response

  10/07/2021

  Hi **** , 

   

  Thank you for reaching out to the BBB on your concerns . It looks like we might have dropped the ball on this last detail . We are very sorry about that . COVID and supply chain issues have been a huge distraction the last 18 months . 

  We have made arrangements to get our team back at your home to fix the outstanding issues . Please expect a call in the next 24 hours to set up this scheduling of work . Again , we are sorry for any inconveniences we may have caused . 

   

  **** Klement 

  Bath Planet of Milwaukee

  Customer response

  10/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [*****), on behalf of  Bath Planet taped and plastered the area but didn't paint the area I wonder if this will EVER be finished Thank You ***********************

   

   

  Please type your response here.]
  
  Regards,
  
  ***********************

   

   

  

  Business response

  10/19/2021

  Thank you for contacting us through the BBB . We have contacted the installer on your job and he will be contacting you to finish this work in the near future . I would expect a call from him today or tomorrow . 

*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. ↩