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Business Profile

Shower Pan Replacement

Custom Shower Bases

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Shower Pan Replacement.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:25/06/2024

    Type:Delivery Issues
    Status:
    Answered
    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 have placed a order on May 15, 2024 for a custom shower base. I was told to expect completion by June 15. I have not received the product or heard from the company since ordering. I started to try to contact this company for the past week, but no response. No one answers the phone or response to emails to sales rep. or company president. What is going on with this company?

    Business Response

    Date: 27/06/2024

    We have been in communication with ******* regarding his order status. After receiving his recent inquiries, we promptly followed up with our production team. We can confirm that the custom shower base is scheduled to be shipped out tomorrow.
    We have informed ******* that the shipment will occur tomorrow, and we will provide him with the tracking information as soon as it becomes available.
    We apologize for any inconvenience this situation may have caused and appreciate *********************************. We are committed to ensuring the timely delivery of his order.

  • Initial Complaint

    Date:14/11/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 am remodelling a condominium in ************* and needed a non standard size shower tray.I found custom shower trays on line and it seemed an excellent solution After a few email exchanges, phone calls including delivery time, I paid them $1708 on the 18th July.I then followed up my telephone conversation with an email that specifically stated that I needed the shower tray on 5th October, or just after. As this was in effect giving them more time to get the tray manufactured and shipped they told me that this wouldn't be a problem. I explained that it was vital that the tray be here for when I returned to the US as this is when I was remodelling the bathroom.As soon as I arrived in the US I tried to contact Custom Shower Bases to check on where my tray was and after leaving a number of phone messages, from which I had no reply.On the 10th Oct I received an email that ************************* would be in contact, and after 2 days of hearing nothing, I had to make alternative arrangement and use a different pan design in the condomininium.And sent the email below ************ havent heard from you on this.It appears to me that this order has simply been forgotten.Please take this email as formal notification that I am cancelling this order and will require a full refund, as I have had to now make alternative arrangements. On 12 Oct 2023, I received a reply saying that they had a problem with transportation and that they wouldn't issue me a refund. Whilst apologising for being late they still didn't actually say when they would be able to make delivery! I told them this was unacceptable and asked them to refund me. I am happy to provide all the email correspondence I have not received a reply to this email.In simple terms they have taken my money, for a product that they committed to get to me when I needed it, and failed to deliver. It is a simple breach of contract.I therefore have had to make alternative arrangements and need a full refund.

  • Initial Complaint

    Date:07/02/2023

    Type:Product Issues
    Status:
    Resolved
    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 ordered a custom built shower base on ******** ** ** ****. The representative said build time should be around five weeks at the points in time of this claim it is ******** * ** **** so there has been ample time. I have tried to contact the company via email phone calls and a text message with no reply whatsoever. I am looking to get a hold of them to see if its still going to be built or not and if not, I would like a refund as it was well over ******

  • Initial Complaint

    Date:30/01/2023

    Type:Product Issues
    Status:
    Resolved
    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 purchased a diamond core base around September 15, 2022 and paid and extra $250 for expedited 3 week turnaround and did not receive notification until November 16th from ********************* that it was shipping soon. I have sent both **** and ***** (owner) at least 4 different emails requesting refund for expedited shipping and have received no response to date

    Business Response

    Date: 01/02/2023

    We have refunded ***'s Expedited fee of $250.00 USD and ******** is the receipt for proof. Depending on Credit Card, it may not appear on the card for a few days. Apologize for this error.

    Customer Answer

    Date: 02/02/2023


    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.

    Sincerely,

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

Custom Shower Bases is NOT a BBB Accredited Business.

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