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:12/18/2024

  Type:Service or Repair 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.

  I had a bathroom remodel with a new subfloor and they did not do the subfloor under the shower. The worker I have been dealing with Justian********************* refuses to give me any supervisor name or contact info. I paid $26,000 and the most important part was not done

  Customer Answer

  Date: 12/20/2024

  can i forward an email that was sent to me?

  

  Business Response

  Date: 01/08/2025

  We returned and replaced the subflooring under the flooring and dry space and determined that the subflooring under the shower is structurally sound.

  Customer Answer

  Date: 02/02/2025

  I paid to have the whole sub floor replaced as stated in the contract.  I am sorry it took so long to reply the flu has been going through the home.  Please help me, I am a senior citizen on a very limited income. 

  Customer Answer

  Date: 02/02/2025

  please don't close this.  this company just stopped working when they got paid and won't even give me a name or number for their supervisor, Can you get info?

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair 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.

  Total Bath Systems installed a new bath tub, acrylic walls, flooring and a vanity from **** *****. I have been paying over $16,500 on a **** ***** Credit Card for the remodeling.
  
  Water leaked into my kitchen ceiling below due to an open drain installers left. They returned, closed the drain but left a dark brown stain on kitchen ceiling. All the paint they painted over it has chipped off.
  
  Right away, a long line of dark orange mold showed up on the corners of the acrylic tile walls of the new bath tub.
  Caulking was very poorly done with lots of black mold on all sides of the bath tub. Some silicone sealer is detaching and there is air or water behind the walls. I was promised the materials used would not create mold.
  Water from the tub and floor is leaking onto kitchen ceiling.
  On January 26 I emailed **** ***** and have spoken to several staff at **** *****. When **** ***** contacted Christina the project manager from Total Bath Systems, she scheduled appointments for installers to come do the repairs.
  Christina cancelled all confirmed appointments last minute due to installers Covid, medical emergency, flat tire etc. even made empty promises to reduce my balance by $250 and another $250 for last minute cancellation but did not do any adjustments.
  I took off multiple days from work and waited several weeks for appointments only to be cancelled again.
  The only time in the last 6 months a person from Total Bath Systems actually showed up was on March 8. That day an install manager looked at the bath tub and floors and said he would order all parts and redo entire walls, floors and caulking and scheduled to return end of March.
  Christina again cancelled the day before he was supposed to return claiming the floor was back ordered and he never showed up.
  All my confirmed appointments with Total Bath Systems were cancelled by Christina on 2/22, 3/01, 3/29, 5/30 and 6/10. I would like a refund so I can get a different company fix the terrible job TBS did.

  

  Business Response

  Date: 08/05/2024

  We are investigating. The person that was handling this customer, Christina, is no longer with the company

  We will respond by Friday 8/9

  Customer Answer

  Date: 08/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Total Bath Systems gave me lifetime warranty for the new bath tub, acrylic walls and flooring installed, backed up by **** *****.
  The work completed has been a disaster with orange and black molds on acrylic walls and caulking. There is water behind the acrylic walls and when pressing on the wall, the wall bends in. I was promised by an install manager my bath tub, acrylic walls and flooring as well as caulking would be redone but nobody has showed up at my home to correct the faulty install. I would like a refund so I can pay a different company to redo the entire bathroom.

  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 08/29/2024

  Please reach out to Total Bath Systems directly at ###-###-####. This is the only way to discuss and resolve the situation. Thank you.

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have contacted Total Bath Systems (at the ###-###-#### number) many times without any progress which led me to contact the Better Business Bureau several months ago.
  The faulty restoration has cost me over $16,500 and I have been lied to by Total Bath Systems several times that someone would order new parts and redo the bathroom without anyone showing up to fix anything. Meanwhile I have water behind the acrylic walls and mold all over terrible caulking.

  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 01/17/2025

   

  The customer would not allow us to service. They wanted a full refund only, no negotiation.

   

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair 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.

  Back in October 2022 I spent over $16K for something that every time I look at I totally regret. The installers were rushed as they are allowed 2 days to finish the jobs and it shows. A week after installation I had to have them come back to fix the caulking job around the shower and reset the shower door as it was leaking all over my floor. They also had to permanently caulk in all the shelves in the shower locker because they would not stay because the frame bowed out. I also noticed that my shower pan has some bounce to it around the drain and they had to replace one piece of trim on my door and cut it too short, so they glued a piece on at the bottom to make it long enough. Then one of the installers came out to install a panel for the ceiling in my shower that I waited 3 months for and I showed him all of these issues. Instead of putting Band-Aids on these problems he actually cared about the quality of the work that was done and said that it would need to all get repaired. This was over a month ago and I am still waiting on a phone call to tell me what the plan of action is going to be. Every time I call them the person I need to talk to is either not in the office or busy doing something and that the secretary would pass along my info so she could call me back. No Phone calls back!!

  

  Business Response

  Date: 08/16/2023

  This was handled yesterday. Customer was advised that the replacement material has been ordered and as soon as it arrives we will call to schedule replacement.

  

  Business Response

  Date: 08/16/2023

  This was handled yesterday. Customer was advised that the replacement material has been ordered and as soon as it arrives we will call to schedule replacement.

  Customer Answer

  Date: 08/18/2023

  I would want to keep this open as yes they did get back to me which took a few weeks for them to finally call me back and find it ironic that they called me back once I issued a complaint on here. They said that the parts have been ordered and should take 2-3 weeks and then they will reach out to schedule the repairs. But I do not want to close this until I have a firm date that they are going to come out to fix the problems in my bathroom.

  Customer Answer

  Date: 08/18/2023

  I would want to keep this open as yes they did get back to me which took a few weeks for them to finally call me back and find it ironic that they called me back once I issued a complaint on here. They said that the parts have been ordered and should take 2-3 weeks and then they will reach out to schedule the repairs. But I do not want to close this until I have a firm date that they are going to come out to fix the problems in my bathroom.

• Initial Complaint

  Date:08/09/2023

  Type:Order 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.

  i went into a contract with ****/***** to have total bath systems to change out bath tub to walk in shower on 06/16/2023 at that time order was done in this order there was a glass shower door that was put on the order. i got call that the install would be done on 07/05/2023 at that time no glass was brought with initial install, i have reached out to total bath numerous times i still do not have date on when this glass door will be installed. my last call was 08/08/2023 and i was told she would call me back by the end of the day. i have been told that on numerous calls no return call ever.

  

  Business Response

  Date: 08/09/2023

  This customer has been updated along the way. The door was ordered incorrectly. (wrong size) The customer needs an oversized door (ordered). Due to its size, it’s a custom order and takes 6-8 weeks to arrive.The customer was advised at the time of her install by Christina as well as Christina has spoken to her each time she inquired and advised her she would update her when she heard back with an ETA.
  

  Christina received the email this morning that the door would be shipping out in 5 days, not including the travel time to get here; Door eta would be about 7-10 days.

  The customer has been called this morning and was provided an update.

• Initial Complaint

  Date:06/27/2023

  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.

  I have been trying to get in contact with Christina, the project manager, regarding shelving for my new shower surround. The original chosen could not be installed due to electrical wires. I have called and left several messages to request a call back so that I could discuss the only other option for shelving. Christina’s choice is email which became a back and forth thing since I had questions on how this shelving would be installed, what the material was, and choice in color. After no response through email, I finally emailed her back to request the credit to my account. I also asked for a copy of my invoice listing the charges for the project but have not received that either. It’s been three weeks and still no courtesy call regarding my credit or copy of invoice so I decided to call today and it is the same response I got every time I called, Christina is STILL on the other line with a customer. For what I am charged for shower walls and a tub, I am very disappointed in their customer service.

  

  Business Response

  Date: 06/27/2023

  This customer just left a message today at 125pm and they took a message.
  Locker did not fit due to wires in the wall
  Offered her corner shelving units
  She did not ask what they were made or how they would installed
  She asked what the credit would be shelves vs locker vs not having any of it installed
                                                                i.      $375 credit for no locker or shelves
  Customer wanted the credit (see screenshot below)
  Credit issued 6/27 (takes 7-14 business days)
  

  Customer Answer

  Date: 06/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This customer did not just leave a message on June 27 but June 5th requesting the credit, see attached email. Just goes to show THIS CUSTOMER was being ignored.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 06/29/2023

  Credit has been issued for the $375 - can take 7-14 days to show in account. Thank you.

• Initial Complaint

  Date:12/23/2022

  Type:Order 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.

  In about March of 2022 I paid TBS to update my bathroom. It took six months for them to begin the process, even though they had all the materials except a window that they measured and ordered. When they finally came to start the process, they hadn't ordered the spout for the bathroom tub, hadn't finished grouting and found the window was too small so they had to order those things. About two months have passed since then and they have failed to communicate with me to provide updates. I contacted them and each time I had to deal with the ** who said that it would take about 24 hours for management to respond. Three days later, no response and I call back and she said management was out and they were busy due to the holiday. This is ridiculous. Part of their selling scheme is that customers can have their bathrooms done in two days. I have already paid in full for this service and the time I've had to wait with no one from management contacting me is ridiculous. It's been more than 8 months.

  

  Business Response

  Date: 01/10/2023

  New window has been re-ordered. Original didn’t fit (too small) Ordered new window and advised customer it’s in the making. Once they let us know it ships, we will schedule her a service date.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair 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.

  Walk in tub installed in Oct 2022
  Tub does not drain. The one time i used tub i was stuck in tub in cold water for 45 minutes Door cannot be opened till tub is drained. My husband used a bucket to remove water.
  We call every day. We are told the contractor Ryan ************ will call. We have tried to call and voicemail filled and cannot leave message. We were told 3 times that he would come out. He never came.
  Their customer service is nonexistent, we paid $23,000 dollars for a tub we cannot use. We were told to read manual. We were never given a user manual. I asked for one I didnt receive
  We would like a representative of total bath to come and check tub and repair
  I would never recommend this company

  

  Business Response

  Date: 12/27/2022

  Customer’s tub was not draining due to a clog in the galvanized drain tee. Nothing due to the TBS installation.
  Invoice attached. Issue was resolved on 12/14/2022.