Complaints
This profile includes complaints for American Bath Factory's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/18/2025
Type: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.
Upon opening product the 12 inch shelf was broken. No apparent way to contact company since they don't answer the phone
Business Response
Date: 06/18/2025
Our phone message and website clearly state for product issues please email [email protected]. This email address goes right to production so they can help resolve your product issues or get replacements sent out when needed. Please email them so we can help you take care of this issue as soon as possible. Thank you
Initial Complaint
Date:09/17/2024
Type: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.
I have tried to contact the company several times and several different ways ********** Instagram, email, phone) with no response. I purchased a tub from them and the way the drain plug works is not conducive to the way the water pours from the spout. The drain pops open every time we try to fill the tub, wasting water and time. I am trying to find out if there is a fix for this or how to proceed.Business Response
Date: 10/03/2024
Sorry for the delay, I tracked an old email and just responded to it. I have never heard of an issue like this before. Please respond to the email that was sent out so we can get additional information to fix the issue
Thank you
Customer Answer
Date: 10/11/2024
I am rejecting this response because:
I cannot get anyone to respond to my actual questions. Ive received two emails since sending in this form and neither answer exactly what Im asking. I have asked for a call so that I can explain the situation and they can help or let me know if nothing can be done. It always seems to take longer than they say to get a response. Last time, I was told I would receive a response in ***** hours. I didnt get one until 6 days later. I would like for a phone call to discuss the situation and get proper help.Business Response
Date: 11/19/2024
The last time we have on record of ****** ***** reaching out to us was on 10/09 by email, to which we have responded to. ****** ***** has been informed that we no longer carry bathtubs or bathtub products. I checked with production and we don't have a replacement for this product, and to please check Amazon or Vintage Tubs for a similar product with the same dimensions. As far as the issue, she'll have to replace the drain, it shouldn't be loose enough for water pressure to move it. The product is not covered by any kind of warranty.Thank you,DavidCustomer Answer
Date: 11/22/2024
The company did not listen to my issue to verify if it is actually covered or not. Just because the company no longer sells certain item(s), does not mean they shouldnt be able to help or supply one. A company should stand behind their product and get in touch with the consumer to understand the issue before saying they cannot help. I asked several times to schedule a call to confirm what was going on, but never received a response to that. This company is not concerned with their customers or concerns with their products. The response to BBB is not the issue I am having, which further proves my point that the company is not concerned with customer needs or the quality product being sold.Business Response
Date: 11/27/2024
The product has been discontinued and was not under warranty, we can't supply a replacement. ****** can get a drain cover from another brand that fits the dimensions of the tub drain. **************** is always available during work hours with our number on our website and order confirmation. Call *********** during our working hours to talk to customer service over the issue.Customer Answer
Date: 12/23/2024
I was able to make contact with someone at the number provided. However, he advised there was nothing that could be done. He suggested I contact support to see what I could do on my end and what new stopper I should purchase. He said I would receive a response within 24 hours of emailing the email address provided. I emailed on Wednesday, 12/18. I still have not received a response. It is 12/23. When I called the number back, the message stated they were out for the holiday and wouldnt be back until 1/2. I guess I will have to figure out something on my own, even though this seems like a defect on the way the tub was made. The company doesnt appear to stand behind their product. I purchased a more expensive tub in hopes that it would do what it said (stay heated longer) and last longer than others, without many issues. It has not stood up to those claims. I am hoping others will see this and not purchase from this company as they do not stand behind their product.
Initial Complaint
Date:05/30/2024
Type: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.
I purchased a shower system on April 24, 2020 they state that their products have a five year warranty. The contractors installed the shower system four years ago and since then Ive been having grout issues. They tore everything back and under the tiles that American bath company had pre-assembled for the shower pan there was a huge crack. I emailed them last week Friday and they got back to me, but said she didnt want to give me wrong info that she had to email my request higher up and I should probably hear something Tuesday. I heard nothing May 28 so I emailed again to which she said when I hear something you will hear something. I emailed her again asking how long it normally takes. If theres a number to call because nobody ever answers the ******************************************** back. Its been two days with no response, and I dont know what to do. Ive sent pictures of the work being done, completion, issues along with the crack.Business Response
Date: 06/25/2024
The last email we sent out to ******* did not get a response. Our production team has been looking into the issue but has not been able to duplicate how it would crack on top and not the bottom. Production has advised the best way to repair the crack would be to use a bondo product. I have linked the items below. The bondo product would patch up the crack and add some strength to that area as well. Once it has fully cured, the customer should be able to reinstall the tile and regrout the pan. We will send out the replacement tile when the bondo has cured and the tile is ready to install. This solution will have the fastest results to fix the issue.Please see the links:Bondo Fiberglass Resin: ****************************Bondo-1-qt-All-Purpose- Fiberglass-Resin-20122/ 202077790#overlay (this might be the best buy as its a full kit) Fiberglass repair kit: ****************************3M-Fiberglass-Resin-Repair- Kit-9-Quart-422/310136003 Customer Answer
Date: 06/25/2024
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.
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