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Business Profile

Bathtub Repair

Bath Fitter
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:03/11/2023

    Type:Service or Repair 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.
    Will not honour warranty as described in the pamphlet provided at the time of installation.

    Business Response

    Date: 03/11/2023

    The customer has confused the manufacturers lifetime product warranty, with our 5 year installation warranty. We have never offered more than a 5 year guarantee on our installations and the customer has a minor cosmetic issue with an installation done 16 years ago. There is no failure on our part or the manufacturer to honour the warranty there is simply a misunderstanding as to what is covered. This was clearly explained at the time the job was sold but after many years the customer has either forgotten, or chosen to ignore that information.

    ****

  • Initial Complaint

    Date:26/09/2023

    Type:Service or Repair 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.
    Shower insert is split along the seam. I've contacted Bath Fitters and a representative was onsite on 13 Apr 23 and completed a work order. Nothing has been done to date despite the fact I've contacted Bath Fitters on multiple occasions. I keep being informed that they are short of staff, we haven't forgotten about you, it could take a couple of months to replace the insert (that was from April), and at least the insert still works. I am concerned that the longer the seam is broken, water will find its way in behind which could possible cause mould build up on the original tiles. Very disappointed in the after sales service from Bath Fitters.

    Business Response

    Date: 29/09/2023

    One of our representatives saw ***************** early in April, and it was acknowledged that there was an issue with the work we did in 2010 that would require replacement. We initiated the warranty proceedings, which are prioritized by the severity of the issues. Since there was nothing preventing the use of the unit, the job put into the non-urgent queue with new clients.


    We had lost 2/3 of our installation staff to injury and illness shortly before we visited *****************, and customers were being advised that it would be approximately 6 months before their jobs would be installed.The representative that visited ***************** should have related that time frame to her, I apologize if he failed to do so.


    ***************** has contacted the office, and while I can understand her frustration at having to wait we have reassured her that her job would get done as soon as reasonably possible. As business owner I have to try to balance the needs of new clients, as well as servicing previous customers from the last 38 years.


    ******************* replacement materials are now in stock and she can expect a call within the next week or two to arrange a date to remedy the situation.


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

    Customer Answer

    Date: 29/09/2023

     
    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; however, should I not receive a call from Bath Fitters within 2 weeks as they have indicated, I will file another complaint.

    Sincerely,

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

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