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:06/16/2025

  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.

  Summary:The customer, ******* *********, hired ********************** Bath to install a new tub and shower in her bathroom. However, the installation was plagued with problems, including incorrect measurements, shoddy workmanship, and a failure to complete the job as promised. The customer was forced to contact the company multiple times to address these issues, but the problems persisted. The customer eventually lost patience and threatened to contact her attorney if the issues were not resolved. The sales manager, ***** *****, offered a solution to extend the wall where the tub sticks out, but the customer rejected it.Key Points:Incorrect measurements led to a tub that was too wide for the space Shoddy workmanship and damage to surrounding walls Failure to complete the job as promised, including not installing a shower curtain rod ******** was forced to contact the company multiple times to address issues Sales manager offered a solution to extend the wall where the tub sticks out, but customer rejected it ******** threatened to contact her attorney if issues were not resolved Takeaways:Jacuzzi Bath failed to deliver a satisfactory installation, leading to a series of problems for the customer ************* sales team and installers failed to communicate effectively with the customer, leading to misunderstandings and delays The customer's patience was eventually worn out, and she threatened to contact her attorney to seek resolution ************* solution to extend the wall where the tub sticks out was rejected by the customer, who felt it was not a viable solution to the problems caused by the company's mistakes.

  

  Business Response

  Date: 06/18/2025

  We have made several attempts to work with this customer regarding her tub installation. Per the signed contract, she agreed to a 30" tub. However, the left-side water wall currently only measures 26", creating a challenge for proper installation.
  We have presented the customer with multiple options, all of which she has declined:
  Proceed with the contracted 30" tub and build out the wall to match declined.
  Build out only the bottom portion of the wall and trim around the rest we sent someone out to complete this, but she had them remove the work after it was done.
  Install a 28" tub as a substitution, which would require reinstallation and be a chargeable revision to the contract also declined.
  At this point, all of our material has been installed aside from the trim work that she had removed. Due to the customer's continued refusal to proceed with any of the viable options, we consider this matter closed. 
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23474369
  
  I am rejecting this response because:

  The measurement of the installation space was done incorrectly by *******.  I signed the contract authorizing a 30 inch tub because I believed the salesperson knew how to measure correctly.  I didn't know the tub has going to stick out father into the bathroom, nor was I told this by *******.  I measured the tub that had been removed and it was 28 inches.  I asked Jacuzzi to obtain a 28 inch tub and I was told they "don't make them anymore."  I have since found out that 28 inch tubs are still available.

  The company has not put forth "several solutions" to remediate the work done by *******, an incompetent installer.  Building out the wall would cost me more money, and would result in making it impossible to open the bathroom door wide enough to meet building code.  To address the door width, Jacuzzi suggested taking the bathroom door off and rehanging it so that the door would open out into the hall, again at my expense.  Bathroom doors typically open into the bathroom, not out into the hall, and I am not willing to compromise the design of my home.  Further, damage was done to my bathroom walls, and no solutions were suggested to address this.

  All of the materials I ordered have not been delivered.  I am missing two shelves, a shower curtain rod and matching trim that was ordered.  Further, ******* used drywall as a backer for the wall plastic instead of waterproof board.

  The men who came to address ********* incompetence were no better workmen than he was.  ****** and another worker used shoddy **** joints instead of 45 cuts when attaching the trim. and used white trim instead of what I ordered.   They attempted to piece together the trim around the wall and it looked like a jigsaw puzzle. They were just going to fill in the seams with caulk. They also were planning to trim around my bathroom window which would have interfered with my custom window treatment.  The men also broke off a piece of the tub which is in a very noticeable spot.  We got into a heated discussion, I told them to remove the trim, and they left.

  Further, this company charged me $750 to obtain a building permit.  The Village of ************ requires a permit when demolition is invloved.  After ******* took out my tub, I remembered to ask him for the permit so that I could put it in the window, as required by the village.  He didn't have one.  I called ******* and asked where the permit was.  She stated, "Your village doesn't require one."  That is a lie.  My son called the to determine if a permit had been pulled for this project, and he was told that no permits were taken out on my property.  Jacuzzi has my $7300 down payment, and included in this is my $750 for a building permit.  

  Finally, I cannot take a shower or a bath in the space.  The drywall is exposed and water from the shower could ***** into the drywall.  I have no shower curtain rod because I took down the old one and threw it away.  I cannot take a bath because I have bilateral knee replacements and I cannot get up out of a tub once I am sitting down.  I have been showering at my son's home since the end of May.

  I want a full refund of my deposit of $7300.  They can come and take out all of the materials that were shoddily installed.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 06/23/2025

  Jacuzzi Bath Remodel has deemed customer's request for full refund to be unwarranted.  At this point, all of our material has been installed aside from the trim work that she had removed. Due to the customer's continued refusal to proceed with any of the viable options, we consider this matter closed. 

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23474369
  
  I am rejecting this response because:

  4/25/25:  ******* from Jacuzzi Bath Installers came out to measure my tub and shower area,  she showed me samples of materials and finishes, and wrote a contract for the job. I did not question her measurements or measure the area myself, because I assumed she knew how to measure since it is her job.   Included was a $750 fee to obtain a building permit, which my village requires for all demolition projects before the work can begin.  I remitted a down payment of $7300.00, the amount in dispute.
  4/29/25: The contract was amended in order to change the style of the tub.
  5/19/25:******* from Jacuzzi arrived around 8:00 AM and began demolishing the tub and shower area.  ******* then brought in the tub and pointed out to me that the tub was too wide for the space.  He told me it was 30 inches wide.  I went out to measure the tub that had been removed, and it was 28 inches wide.  ******* mismeasured the width of the tub.  I called Jacuzzi to inquire about a 28 inch tub but was told that 28 inch wide tubs are no longer made.  I asked about getting a different style tub with a straight front but no white ones were available and I would be charged to have them order one. 
   I authorized ******* to install the tub because I panicked.  I would not have a place to shower and I was drawn to use this company because they claimed it would be a one day installation.  After ******* installed the tub, I remembered to ask about the building permit.  He said he didnt have one.  I called ******* to ask if a building permit had been obtained, and she said no, my town didnt require one.  That is a lie.  ***** ********* called the village hall and no permit had been applied for or issued.  Jacuzzi Bath Installers broke the ordinance and kept my $750.
  ******* used drywall instead of waterproof board to support the plastic Jacuzzi wall board. He also damaged my walls in two places and attempted to cover up one spot by extending the wall plastic over my window, where no trim had been before.  He also did a sloppy and unprofessional job installing the trim he began.  He also could not install the shower curtain rod I ordered and told me he was missing two of the four shelves I ordered.    He left and told me someone else would come out to finish the job.
  5/21/25  ****** came out to assess the work that ******* had not completed.  He told me he thought he could obtain a cap to cover the part of the tub that stuck out into the bathroom. He mentioned extending the wall but I explained that I didnt want to do this because the bathroom door would no longer open fully as required by code.  He asked me if I would be okay with white trim and I told him I would rather have what I ordered but Id accept the white trim if I had to. He took pictures and said he would go back to the office to devise a strategy to complete the job.  He did not walk me through how the final job would be completed.
  5/27/25  ****** and another worker arrived to finish the installation.  I asked ****** to explain exactly what his plan was for finishing the job, and he told me he didnt have a plan, because I was having to shower at the gym.  
  There was no cap for the end of the tub.  They cut or broke off and damaged a top piece of the tub.  They unprofessionally used **** joints instead of 45 angle cut to join trim when necessary.  They set out to trim out my entire bathroom window, which wasnt in the original scope of work, and would have interfered with my window treatment.  I told them to leave the window alone.  When they began to trim the wall adjacent to the tub, they pieced together the trim like a puzzle.  At this point, I told them to remove all the trim they had attached and harsh words were exchanged.  They did not install the two shelves and the shower curtain rod I had contracted for. The other man said he took lots of pictures and would be in touch.
  June 4, 2025 I was contacted by a new sales manager, ***** *****. He was under the impression that the whole  installation    had been demolished, and I sent him pictures to show him that the original shoddy installation was still intact.  I also sent him pictures of the damage and unfinished work.  He said he would get back to me soon.  He texted me on Friday, June 6 to inform me that he was working with the installation team to find the best solution and he hoped to be in contact by Monday.
  I heard nothing on Monday so I texted Mr. ***** on Tuesday, June 10  to remind him  that I had been unable to shower or bathe in my home since May 19.   I have bilateral knee replacements and can sit down in the tub but I cannot get back up.  I have no shower curtain rod, another thing they were supposed to install, and further, the edges of the wall plastic are open which means the drywall behind it will get wet.  I set a deadline of Friday, June 13 at 3:00 to arrive at a solution before I contacted my attorney.  Mr. ***** tried to contact me on the evening of June 10 but I was unavailable to take his call.
  June 11, 2025  Mr. ***** called me and reiterated the solution ****** proposed on 5/21/25, which was to extend the wall where the tub sticks out.  I told him I had already rejected that solution on 5/21.  He then suggested that I have the bathroom door removed and rehung so that the door opened outward instead of inward to solve the problem of the entrance into the bathroom being  too narrow.   I told him that I wasnt going to spend more money to solve a problem the salesperson caused by not measuring correctly and that the original installer, ******* caused by doing shoddy work.  He said he may be able to get me a credit for the work. He said he thought if they extended the wall, Id like having more room in the tub.  I explained that I never take a bath, and I hadnt lacked any room to shower in my 28 inch tub.  He countered that a 28 inch tub bastardized the installation because a 28 inch tub is only thirteen inches deep.  I explained that that didnt matter since I cant take an actual bath and that the thirteen inch height actually made a big difference getting in and out of the tub with two knee replacements.  
  He said he was hoping that we could resolve this problem with this solution.  I told him their solution was unacceptable.
  I told Mr. ***** that I want a full refund of the $7300 I put down on the job, and he said he didnt have anything to do with that.  I stated that he could let whomever makes that decision know, and that I want  the charge to be reversed by Friday, June 13 by 3:00 or I will be contacting my attorney.  I have been unable to shower in my home since May 19.
  I did not receive a response to my counteroffer.  
  
  
  
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:05/21/2025

  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 am submitting a complaint about a remodeling project that was never completed, causing financial and emotional distress.On 2/5/2025, I signed a remodeling agreement after a home visit from one of their sales ***** I now realize I was subjected to high-pressure sales tactics. The *** insisted persistently, involved a manager over the phone, and together they offered a limited-time discount. The interaction felt rehearsed and coercive, and I eventually signed under pressure. I later realized the project cost was far beyond my budget for a small bathroom remodel.I tried canceling by calling the company, but no one answered. I then contacted my bank to dispute the deposit. Although I understand the cancellation was after the formal rescission period, I received only automated text messages about the start date, which ranged from early to mid-March. I called again on 2/28 with no resolution, and began the dispute process with my bank on 3/2. After about six weeks,***** ruled in my favor, determining that the company had no evidence to retain the funds, thus the claim was closed..Now, Im receiving calls and threatening messages stating they plan to place a mechanics lien on my home. Theyre demanding a $3,300 cancellation fee (33% of the project), even though no work was done, no materials were produced, and no installation was scheduled. I canceled before production began. I cant afford this fee and feel harassed for a service never *********** requesting they stop all collection activity, confirm no lien will be placed, and acknowledge the cancellation without penalty.

  Customer Answer

  Date: 05/22/2025

  I chose Jacuzzi for my project because, before that, I had spoken with two other companies who offered me the same price. Jacuzzi advertised that they waived the installation fees, which made them seem like the better deal. However, when I contacted them, they gave me the same total price as the othersmeaning the installation wasnt really waived. It felt misleading, as the other companies were offering the same all-inclusive price. Before reaching out to Jacuzzi, I had spoken to ***********, which I later found out is a subsidiary of Jacuzzi. When I mentioned to the Jacuzzi representatives the price I got from *****************installation fees, they started badmouthing that company just to win my business, even though theyre affiliated. It didnt sit right with me.

  

  Business Response

  Date: 05/23/2025

  Customer's agreement included cancellation period and correct cancellation procedure.  Customer did not cancel within the cancellation period, so downpayment is non-refundable as the materials were ordered per agreement. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23361199
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 06/04/2025

  Customer signed a contract with cancellation and downpayment information. The customer's request is unwarranted 

• Initial Complaint

  Date:05/05/2025

  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.

  05/02/2025 remodeled tub/shower to a walk in shower. 1) forgot the 24 safety bar, 2 shelves, and soap dish 2) Saturday took a shower. The water pressure was extremely low. No hot water. 3) caulking was terrible. Areas of the shower have gaps. 4) ceiling in the shower has marks and bad caulking. 5) shower doors do not stay closed. 6) After the shower went to the downstairs bathroom (directly below the bathroom where the work was done) discovered water dripping from the ceiling. Enough water to soak 3 bath towels. Currently we have a bucket to catch the water currently dripping from the ceiling We called the company Saturday and Sunday and today 5/5/2025 several times. Also called and texted the salesman ***** *******. The companys response is they can send out a technician to install the safety bar, shelves and soap dish. The technician can look into the hot water issue. If we want the bathroom ceiling fixed (in the walk in shower) it will cost an additional $300+. We asked for a supervisor. Someone will call back in ***** hours. My mother is 98 years old. The shower is for her. The company wont even discuss the water leaking down or the other bathroom. Three days this water has been draining from the ceiling. The company wants us to pay the balance $5961.00 and has not responded nor fixed any of the issues.

  

  Business Response

  Date: 05/13/2025

  Initial service was completed on 5/12/25. During the service, we found we needed to order additional materials.  The *** for the materials is 5/27/25.  Once the materials arrive in our warehouse, we will contact the customer to schedule the remaining service. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23288685
  
  I am rejecting this response because:  I wish to keep the complaint open until Jacuzzi Bath Remodel of Chicagoland fulfills their promises.  I do not trust JBRofC to do what needs to be done as promised. So far I have received assurances that JBRofC would contact me 05/13/2025 with an approximate date when they would do the work.  I had to call them only to get "parts have been ordered".   I have been promised that the entire shower would be ripped out and replaced with all new parts.  (Except the shower doors).  The leak will be fixed and the floor would be dried out with anti-mold.  The ceiling of the downstairs bathroom will be repaired and dried out with anti-mold as well.  All new rails and stoppers for the shower doors.  There will be 3 safety bars properly installed.  2 shelves and one soap dish installed.  A new safety fold up seat to be properly installed.  A ceiling panel to cover the damage that was done to the shower ceiling to be provided at no additional cost.   

  In addition we have been without a shower since 05/02/2025.   With our additional expenses and inconvenience I am requesting that ****** complete work as promised with no further charges being incurred. I am petitioning that all further charges and remaining balance be waved for the inconvenience my 98 year mother has endured    This has caused a great deal of stress and emotional disturbance for this senior citizen.  The constant fear and worry that ********** has gone through is now affecting her health.   The lack of concern that JBRofC  has shown, the disregard to honor call back commitments, has lead us to have no faith in the promises being kept in a timely manner.  JBRofC  has known since 05/03/2025 that there was a leaking issue.  The only reason they have bothered to do anything is because of the BBB complaint.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/08/2025

  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 signed a contract to remodel my bathroom, prior to serious water damage. My bathroom experienced severe damage and will need to be restructured. Jacuzzi Bath remodel stated that their materials will not work. I would like to cancel the conyract due to the unforeseen incident. Also, Jacuzzi Bath and Remodel told me that the plan and materials will not work Please help me cancel this contract. They want me to pay $4762.56 to cancel the contract that they said will not work. Thank you.

  

  Business Response

  Date: 04/16/2025

  Customer signed contract with cancellation policy.  Customer is cancelling outside of the recission period for the downpayment.  The refund is unwarranted 

  

  Business Response

  Date: 04/18/2025

  Customer signed contract on 12/3/24.  Customer was unavailable for measurements until 12/23/24.  After measurements were taken, customer original contracted doors were found to need additional third-party work of electrical to accommodate.  Customer signed amendment on 1/23/25. From 2/28-3/18, we attempted to reach out to the customer to schedule the installation.  Customer texted on 4/1/25 to cancel the contract. We reminded customer of cancellation fee as this is outside of both original contract and amendment cancellation period.  

  Customer Answer

  Date: 05/01/2025

  Complaint: 23177960
  
  I am rejecting this response because: I was informed that after the damage to my bathroom "the material we have will no longer work.". My bathroom was destroyed and the material they have will not work for my bathroom. It was not installed, no work was done, no material was ever confirmed. The original doors were not available and had to settle for doors that were different from the presentation. In essence, I was told that "the material we have will no longer work". Therefore, I reject the business' response. Please see attached communication from the business.  
  
  Sincerely,
  
  ***** Taylor 

  

  Business Response

  Date: 05/05/2025

  Customer unrelated prep work that per contract was not completed in a timely fashion is why there was a delay.  As the custom-made materials were ordered and we had been attempting to schedule installation with the customer, the down-payment refund is unwarranted.  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23177960
  
  I am rejecting this response because: this needs to be canceled without incident. The business needs to indicate that the order is canceled without any further response.  There as no work done, no appropriate materials were delivered, and the business stated that what they had will not work.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/20/2024

  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.

  On the date of 11/22/24, I had work done on my bathroom. i was quoted as having my work completed in 1 to 2 days. They started on a Friday and was not completed until Tuesday the following week. We were not informed that they didn't work the weekends or had another project which would interfere the completion in 2 days, until they had already started demolishing the bathroom. We were also informed after the worker started constructing of a frame for the shower attachment using 2 x 4 that there would be an extra charge of $2400 of which they say they discounted down to $1200, the area the frame was only 2 x 8, which at the most only required at the max 6 pieces of 2x4 and less than a box of screws .I have a10x13 basement which I had a quote cost of $1800 just to do it, so why does a smaller size area cost that much. We were only offered $250 for inconvenience of not being completed in the timeframe of 2 days. We only had a choice of paying the additional price of $1200 or have someone else complete the work. A week before Thanksgiving and having guest over with no access to a bathroom would be a mess. They knew there was no way we could get anyone over before that time. The contract states on second page that we would be informed before any extra work performed that would cost us. We were not informed until after he started. The picture sent to company itself indicates that the time frame shows that extra work was started before we were notified. That was when we were contacted about this. After they completed their work, which was 5 days instead of 2 days, we noticed some imperfections at the top corner of the panels, the shower hand leaked because of so called professional installed the washer upside down. These corrections were completed after we called them about it. We also noticed there was no caulking behind the shower component which would be a problem for water to get behind and would cause mold. Because we got earlier start date has caused issues

  

  Business Response

  Date: 12/23/2024

  We apologize, but we are unable to locate your information on our database. Can you please provide the contract and Job Number so that we can assist further in this matter? 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22713395
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/01/2025

  Contract is in my wife's name of ****** ******* and the address is as stated in the contract of **********************************************************************************

  

  Business Response

  Date: 01/09/2025

  Our Installation Manager contacted the customer on 1/7/2025 to address the customer's concerns. The customer had concerns about the scope of work and the installation time. The cost and scope of work were reviewed with the customer prior to them being charged. The work was completed in its entirety as outlined in the contract.  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22713395
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******:

  I am contesting the excessive charges that were billed to me and also the misinformation of guaranteed project completion time stated. We were overpriced and because of work being started a few days before holiday left us in awkward position of either having them complete the job with the extra cost or try to find another contractor to complete a job that should not have cost no where near their price of $2,400 discounted down to$1,200.  Utterly ridiculous.  I am not in agreement with Jacuzzi company and deserve to be compensated for my extra cost.

  

  Business Response

  Date: 01/16/2025

  Sections 3, 4, and 5 of the customer's contract outline the projected installation dates, unforeseen conditions, and installation times. Per these sections of the contract,additional compensation is not warranted as it specifically outlines that installation can take longer due to unforeseen conditions upon removal of your old system. The additional charges are valid per section 4 of the customer's contract. Unforeseen conditions are often not caught until the demo stage of the customers installation. The unforeseen condition in this specific circumstance was significantly rotted wood throughout the entire wet space unit. We were not able to assess these conditions until after the customer's existing tub/********************** was removed. As soon as the additional concerns were noticed, the installer had a conversation with the customer about the options to move forward. One of the options presented to the customer was holding the installation and allowing them to find a third-party contractor of their choosing. The customer ultimately declined this option and chose to move with Leaf Home Enhancements/Jacuzzi completing the work. Leaf Home Enhancements/Jacuzzi is not responsible for the additional delays and costs of the project as these circumstances are outlined within the contract and signed by the customer. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22713395
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****** is rejecting this because of sect 3,4 and 5stating in very own contract that any additional charges will be notified to the consumer/customer before any preceding forward. As ********************** has stated each and every time there is a in the communication with me and my wife, The indication on their timestamp of picture sent to their office and time will indicate that this was not done according to their very own contract. The work that they say would have normally cost $2400 and their saying they discounted down to $1200 for the lumber of 4 pieces of 2x4 and screws does not coincide with contract stating of letting the customer be informed first was not done.

• Initial Complaint

  Date:11/26/2024

  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.

  On 11-18-2024 this company came to my home and began a bathroom renovation. A few hours into the renovation the inspectors from my city stopped them and asked for their permit. They never got one. We signed the contract for this renovation on 9-28-24 which means they had nearly 2 months to get a permit from my city. We called the company daily to see if they had gotten the permit so they could finish the work because at this point we dont have a shower and are paying our neighbors to use theirs. Finally today 11-26-24 I decided to call the city to see what the hold up was with the permit. Its has been over a week and Thanksgiving is in 2 days and we have family coming from out of town. The city informs me that they issued the permit on 11-20-2024. So this company has been lying for over a week about the permit when they know that its their fault that we are in this predicament.

  

  Business Response

  Date: 12/03/2024

  After reviewing the situation, we consulted with the Village regarding the permit requirements. We promptly obtained the necessary permit, including coordinating with our plumbers to submit the required documentation.

  Following this, we contacted the consumer to schedule the earliest available date which is set for 12/3/2024. Our team is scheduled to complete the installation on the same day.
  
  

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22609818
  
  I am rejecting this response because:

  What they are reporting are lies. We were without a shower for 2 weeks because of them trying to be cheap and not get a permit. If told we could have gotten a permit. We should be compensated for being without a shower for 2 weeks. Even after the installation the water does not drain correctly and runs over the edge of the shower onto the floor. My husband has been trying to contact the company concerning this new problem.
  
  Sincerely,
  
  ******** And ****** *****

  

  Business Response

  Date: 12/12/2024

  Our Customer Relationship Manager has attempted to contact the customer by phone at the contact numbers we have on file on 12/12/2024 and left a voicemail requesting a callback. An email correspondence has also been sent to the customer as well with the manager's contact information. We ask that the customer contact our Relationship Manager at their earliest convenience to discuss this matter further.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22609818
  
  I am rejecting this response because:

  What email are they using. I have not received an email. Someone called us from the company and said they would be emailing us but did not. My email address is **********************************
  
  Sincerely,
  
  ******** And ****** *****

  

  Business Response

  Date: 12/23/2024

  A resolution has been reached in this matter as of 12/23/2024. 

• Initial Complaint

  Date:11/13/2024

  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.

  Do not use Jacuzzi, who goes under the name Window Works (first red flag.) The ignorant man who did my shower curtain rod put it in too high. I asked him to put it an inch lower, 3 times, and he said it had to be put according to 'code'. (2nd red flag) I bet you didn't know there were shower curtain code 'police'. I am elderly and only 5'1" now I have to wait for someone to come over to change my shower curtain. They said if they lowered (now they can do it?) now I would have 2 holes on either side that would show. $12,000 later this is what it is and they will not give me any compensation for their foollery. Who's fault is it if I fall backward onto the tile floor while I am trying to hang the curtain.

  

  Business Response

  Date: 11/19/2024

  Installation was completed as contracted on 9/15/2024. We have in good faith offered to adjust the shower rod and the consumer did not accept. We will be glad to schedule for an adjustment to be made and ask the consumer to contact us at their earliest convenience to discuss further.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22550950
  
  I am rejecting this response because:  I asked him to go an inch lower and he refused to do it.  Goes against a nonexistent code, but somehow now it can be done.  However, if they do it now it will leave 4 holes in the $12,000 walls and even they have said it will show.  I did not, in good faith, pay that kind of money to have holes showing. If they can't fix it without holes showing then I believe I deserve some sort of compensation.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/22/2024

  At the time of installation, the placement of the shower curtain rod was discussed with the customer and agreed upon. The customer also signed the necessary documentation acknowledging the completed installation.  We have offered to lower the shower curtain rod to accommodate the customers preference. However, the customer has declined this solution. 

• Initial Complaint

  Date:03/11/2024

  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 purchase this walk-in tub, 02-23-2021, and it was installed 06-2021. I have had several problems with my tub. A service guy, who always comes out, said, the *** plug, is too close, and that is what is causing my tub, to keep cutting off. This Company installed the tub, and did their own installation. When I Called, I spoke to ********, again, and she stated, the warranty was only good for 1 year, on the problem that I am constantly having, of the Tub, cutting off. I was told that I have a lifetime warranty, on my ******, walk-in tub. I am a Senior Citizen, who needs my walk-in tub, to be working. I looked at my warranty, and it does not state, a 1 year warranty, like ******** states, is on the warranty paper. The Walk-In tub, was installed by Comfort Shower and Bath Company, including the ***, plug, installed by their company, was too close to the tub outlet. This is causing my tub, to not working properly. The Service Man, came out the 28th of February, again, and stated the *** plug is too close and was installed too close, again. I called the Company again, and *******, stated, for me to do what I had to do! Very Unprofessional! Is this how we treat Senior Citzens, who spend ****** on Walk-In Tubs, that continue to stop working, properly! This Company needs to correctly come out, and install the *** plug, away from the Tub, properly! Please Help me, to resolve this problem. Sincerely, ******************** ********************. ************. Thanks! Please Respond, to my Complaint!

  

  Business Response

  Date: 03/20/2024

  Customer's installation was completed on 8/16/2021.  Leaf Home acquired Comfort Shower and Bath on 12/08/21.  Customer's electrical warranty was only good for 1 year.  Post acquisition Leaf Home dba Comfort Shower and Bath no longer installs or maintains walk in tubs. We have reached out to the customer and provided prior owner contact information to resolve. 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21413223
  
  I am rejecting this response because:
  
  Sincerely,THEY HAVE  NOT INFORMED ME AOUT THE OTHER COMPANY. ALSOI WAS NOT INFORMED ABOUT THE OLD CONTRACT THAT I HAVE WAS VOID.IHAVE ONE THAT SAID LIFE TIME ON MY TUB.
  
  *********************************

  

  Business Response

  Date: 03/21/2024

  Customer's installation was completed on 8/16/2021.  Leaf Home acquired Comfort Shower and Bath on 12/08/21.  Customer's electrical warranty was only good for 1 year.  Post acquisition Leaf Home dba Comfort Shower and Bath no longer installs or maintains walk in tubs. We have reached out to the customer and provided prior owner contact information to resolve. 

  Contact number for the contracted warranty holder is ************, ***********************************************

   

  
  

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21413223
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/30/2024

  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 the upstairs and downstairs bathrooms remodeled by Comfort ***************************** on September 26, 2024, for my upstairs while installing the upstairs-downstairs ceiling had a crack from the removal of the bath tube and when I brought it to their attention, I was told things happened and they are not responsible. A plumber was sent out for the downstair shower and he used a jackhammer to put in a P-Trap the vibration of the jackhammer disconnects my drain pipe and the water in the shower will not go down. I filed an insurance claim against my homeowner's insurance company and American Leak Detection the claim was denied because I was told that the shower was not properly installed and the vibration of the jackhammer caused the pipe to disconnect. I have reached out to Confort ***************************** and I am going back and forth with *********************** and ********************************* regarding this matter. I received a call from ********************************* and she stated that I can put in a claim with the **************** and if the amount goes over $1,500 I would need two quotes from a plumber. I had the shower remodeled because my husband is a retired disabled veteran and he can not walk up and down stairs due to his medical conditions that can cause him to black out. Comfort ***************************** was supposed to send a technician out to look at the problem on Jan 15, 2024, but due to the weather it was rescheduled for Jan 29, 2024, and ********* called me to let me know that a technician was not going to and the problem was not due to the plumber even when she asked for the report from the insurance company. I would like to have my shower repaired so I can continue to help my husband with his showers.

  

  Business Response

  Date: 02/08/2024

  The ********************* Adjuster Report that was provided by the customer does not indicate that the noted issues were at the fault of Leaf Home Enhancements DBA Comfort Shower and Bath. We are more than willing to have our Property Damage team further investigate for acceptance or denial of the claim. However, in order to move forward with the process, the customer must provide two quotes for repair. We are not able to move forward with the Property Damage investigation without these two quotes.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21223620
  
  I am rejecting this response because: I am rejecting this response because:  I am asking for more time as I get the other inspection done on the downstairs  bathroom shower . I have included the information of the original contract and the amended contract for both bathroom to remodeled. I have included the crack cause by removing the bath tube from the upstairs bathroom.  Liberty Mutual is sending an adjuster name ********************************* out to my home on Thursday, February 15, 2024 to do an inspection and I would like to wait until after the inspection before I made my decision. I also reach out to Roto Rooter to have the shower drain rode.  There are other attachments as well.  I lost trust with this company and I did not appreciate being heard and the lack of respect regarding my concerns.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/21/2024

  We are waiting on documentation from the customer to review.  Once we receive and review them, we will be able to discuss resolution. 

• Initial Complaint

  Date:01/25/2024

  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.

  Unfortunately, at 70 years old I broke my ankle and needed a walk-in shower. We contact *******/Leaf Home Enhancements. We met with a sales rep on 11/16/23 and reached agreement on what we wanted. We were told it would probably be 6 to 8 weeks for installation. Our check was cashed on 11/21/23. On 11/30/23 we got a text indicating that the material was not yet available, but the company would keep us informed. On 12/28/23, we were texted that installation was set for 1/15/24 between 7 and 9 am. After clearing out the bathroom we received a call at 9:30 that the install was cancelled and would be rescheduled for 1/26/24. On 1/25/24 we were informed that the install was cancelled again. It would be rescheduled for 2/6/24. My wife and I are very upset at this 11-week delay from the time we signed the contact to our new installation date. The new excuse is they need a special crew to disconnect the power from our old whirlpool tub, I told them my son is a union electrician and has already pulled the power from the tub. This is certainly not the experience we were looking forward to.

  

  Business Response

  Date: 02/06/2024

  The installation was completed on 2/2/24. This matter is resolved.