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:10/28/2024

  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.

  It's taken a lot and long time to get to this point but it's a must. In October of **************************************** my master bathroom for an agreed upon $14,500. Within days I noticed a leak in the drain system under the house and they dispatched someone to repair. Within a couple of months I noticed water leaking out from underneath the shower and onto my floor. I have had them out several times for this issue and that it has started creaking when you step near the drain. The last time someone was out earlier this year (2024) they were supposed to be ordering me a new trim piece at the top of the shower and returning to replace it along with inspect the creaking floor issue. A couple of months went by so I called the service manager back and he said he had forgotten about it. At this point I told him I wanted the entire shower out of my home (since it's been leaking for the past nearly two years) and I wanted a total refund. He told me he would have his manager reach out to me. This was back In June and I still haven't heard from anyone. Because I have had the same issue the entire time without it ever being properly repaired, I'm worried I will have water damage in my bathroom at this point.This is an incredibly over priced product that has not showed an ounce of quality since I had it put in. I will never purchase from this company again and would not suggest them to anyone I know.

  

  Business Response

  Date: 10/31/2024

  Dear Mr. ********************* style="font-size: *****rem;">**** you for reaching out and giving us a chance to address your concerns. We genuinely value our customers and are committed to ensuring that our work meets high standards. Since completing your bathroom installation in 2022, weve responded promptly to any issues youve raised and the delay you're referencing the one delay was in because we were waiting on material (we were also short-staffed at the time so very likely he did forget as well. I apologize for this). Were more than willing to schedule a visit to fully resolve any remaining concerns under our warranty. Our goal is to provide lasting satisfaction, but we do need access to complete the work.

  A full refund isnt applicable here, as the bathroom is functional, and the issues youve mentioned are likely covered under our warranty. We would love the opportunity to make this right by addressing these last adjustments. We have made multiple attempts to schedule a review the concerns since August 7th. Please let us know if we can arrange a convenient time for a final service visit. We can schedule off hours and on weekends to work around your schedule.

  Thank you again for your patience and understanding.

  Cassie