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:03/02/2023

  Type:Service or Repair Issues
  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.

  Date of the transaction: 11/16/2022 Amount paid: $12,735.00 Business committment: Per their website advertisement-*********** takes full responsibility of your project every step of the way - from the initial consultation to providing maintenance services years after the project has been completed. We hold high standards of quality, ethics, and integrity that are unmatched in the home renewal industry! We take pride in making your home remodeling project an easy and enjoyable experience for you! Nature of the dispute: The shower door is uneven, left glass panel opens up on it's own, the right glass panel has a very large gap at the bottom, this lets drafts of air come in, making it uncomfortable while showering.Business tried to resolve it: They installed 16 1/2 flat washers, 8 on each side, between the one side of *********** channel and the head rail, which caused the very large gap at the bottom and yet the left glass panel still opens up on its own leaving a gap between the left glass panel and the left U channel.

  

  Business Response

  Date: 03/03/2023

  Please be advised that the issue with the sliding door is not an issue with the door or the installation. The door allows for a 3/4" adjustment for floors that are not level. This resolves about 95% of unleveled floors. The problem is that he floor is much more out of level than 3/4" and that is a pre-existing condition. Pre-existing issues are not part of the work we address.

  We see one option and that is to have a custom pivot door made and installed to replace the sliding door that opens slightly as a result of gravity and an uneven floor. The cost is substantial for such a door. We are willing to provide and install a pivot door at no cost in this case for our customer. There will be no reduction in price provided. I have asked my staff to reach out and make this offer available as our best solution.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19530099
  
  I am rejecting this response because:

  Hello,
  The business Shower and Bath has offered an option of using a different type of shower door, instead of sliding glass panels, the option is a pivot shower door, but today, a contractor was sent out for measurements and he did say that we can have the same type of shower door with sliding glass panels installed correctly.
  
  The gentleman's name was **** from ********************** Installations, Inc..  He was going to relate the information to his boss, **** and let him know that we'd like the same type of shower door with the sliding glass panels installed.  **** will be speaking or communicating the same information to **** or someone at Shower and Bath.  
  
  Therefore, I did reply to an email from **** (Shower and Door) and have mentioned that we'd like to keep the same type of shower door with the sliding glass panels.  I also mentioned that it should not be a problem, because nothing has been ordered and I've asked for an amendment to change the first amendment we had originally signed.
  
  With this new information, the complaint is still not settled, until we have the shower door replaced correctly.
  
  Thank you for the support.
  
  *****************************

  
  
  
  

  

  Business Response

  Date: 03/15/2023

  We will do what ever it takes to take steps to deliver a solution that makes the customer happy.

  Customer Answer

  Date: 03/17/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/04/2023

  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 put down $1,000 for a sit in the bath tub. I rest of the payment was going to financed with the company. The financing did not go through. I ask for my money back they would not give it back. They told me they were looking for another fiance company. That never happen. I am disabled. This has been going on for a while. When l called the company they say, we told you you can not have a refund. Can you please help me get my $1,000 dollars back. lt will help me pay meds, food and supplies for my c-pap. I just want my $1,000 dollars back. Please help me.

  

  Business Response

  Date: 01/05/2023

  After doing some research I cannot find where the refund was given or why it was not. I have my accounting department sending out a check. It should be to the people within 7 business days.  ******************* COO

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18682143
  
  I am rejecting this response because:   I would like the company to let me know that I would be receiving my full deposit of $1,ooo. They were not clear on this matter.  Can the accounting department please confirm.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/20/2023

  On January 5th my accounting department prepared a check and sent it by **** It was delivered on January 10th at 8:56 AM.  Tracking number  1Z60R2F50193628152.  I do not understand this complaint.  *******************

   

   

• Initial Complaint

  Date:10/27/2022

  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.

  I contracted with this company in December 2021 to replace the tubs in my condo. Due to the "supply chain" issues earlier this year, the work was postponed until July 2022. After a brief conversation with the crew supervisor, the work was scheduled to commence on Aug 01 2022.Shortly after starting the work, I was informed that they could not do the work because the walls are "cinder block". However, performed similar work has been performed in this Condo (by Comfort and other companies).They completely changed the Scope of the work to be done (and provided a discount for the products and services that would not be delivered). However, I am unsure that this discount is fair because they will not provide an itemized list of the goods and services agreed upon when the contract was first written. For example, when the new walls were installed, the old wall vents were not replaced to match the wall until I complained to the workers. Likewise, one of the bathtubs is now without a drain cover/plug. The faucet was replaced in both bathrooms, but they "can't" replace this drain cover and expect me to purchase and accept a "rubber drain cover".I am currently without the shower door specified in my contract. I purchased a "Jacuzzi" shower door and believe they have purchased a different brand to install.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17718985
  
  I am rejecting this response because:
  

  Dear ****, 

  
  

  I received your text. Unfortunately, I cannot make myself available to you between 9 am and 5pm at the drop of a hat. But I did reply that I would call you at **** tomorrow morning. 

  
  

  However, I would like to postpone my call until after I have had an opportunity to speak with the building engineer myself . I left a message requesting a return call a few minutes ago and hope to hear from them in the morning.

  
  

  I will call you as soon as I can. Thank you in advance for your patience.

  
  

  Yours truly,

  ******************************;

  
  

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

  

  Business Response

  Date: 09/21/2022

  Please be advised we are waiting on the customer to reach back out as she stated in her rejection 

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17718985
  
  I am rejecting this response because: the contractor is misrepresenting the guidance provided by the condo association and are not working in good faith.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/28/2022

  Comfort Shower sold this order on 12/18/2021.
  
  This was a 2-**************** Both bathrooms A & B were initially sold as showers. On 2/7/2022 Bathroom B was changed to a soaker tub with no price change.
  
  On 8/1/2022 Comfort Shower showed up to perform the installation and it was then determined that we were not able to install the units as originally sold since her walls were cinderblock.
  If we wouldve continued demoing, we would have damaged the structural integrity of the building since those are support walls and this is a Highrise building.
  
  Comfort Shower stopped the job and informed ********* that we would not be able to move forward as promised, however we would be able to continue the install by not demoing the walls and leaving the exiting bathtubs.
  
  **************** agreed to the new scope of work and signed an amended contract. Comfort Shower would only install the wall panels, ***** and a shower door on 1 of the units for a discounted price.
  
  Comfort Shower was unable to install the shower door at the time of completion due a delay on the new order of different door jambs to make the shower door framework.
  
  Comfort Shower received the parts needed on Friday 8/12/2022.Comfort Shower was able to send an installer out on Saturday the 13th to complete the installation. ********* advised that her HOA building does not allow for weekend installations or repairs.
  
  On 8/12/2022 Comfort Shower representative also advised ********* that we were unable to locate any other replacement to her drain cover that would work besides a rubber drain cover. Customer indicated that she completely understood.  Comfort Shower representatives offered her a credit for the drain cover. 
  
  Customer has been uncommunicative by email or phone since 8/16/22 with Comfort Shower representative.  Comfort Shower asks customer to call us directly to discuss resolution.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17718985
  
  I am rejecting this response because:

  I am not willing to 'settle' for a job that is incomplete, nor should I be expected to accept the false claims made by this vendor that they were "unable" to complete this project as originally planned.

  I never received the detailed information I requested regarding my original invoice. 

  I am extremely disappointed with the "service" (if you can call it that) I received since I signed the original contract in December 2021.

  The promises made by their representative in December 2021 (including, but not limited to; great customer service, excellent products, professional installation, customer satisfaction), were not kept.

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

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 17718985
  
  I am rejecting this response because: the vendors claims/statements are false.

  Comfort shower and bath was unable to install the soaker tub in second bathroom due to the structural integrity to the load bearing wall in the customers condominium. This is not true per the email I forwarded to **********************

  
  

  Customer agreed to an amended contract forgoing the soaker tub leaving existing tubs in both bathrooms. This was before I was able to find out that they had lied to me.

  
  

   Customer received list of itemized materials as requested in an email 8/3/22. At this time, in order to complete the job, we are requesting the customer schedule the service to install the shower door. I do not believe that the products installed were "Jacuzzi" as promised. I was not provided with a detailed invoice as requested.
  

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

  

  Business Response

  Date: 11/01/2022

  Customer signed the amendment stating the change in the original plan and the contract price was reduced accordingly.  As explained to the customer in the email referenced, the tub was unable to be installed due to the cinder blocks in her unit and not prohibited by the work done in the hallway during the same time.  Customer request for refund has been determined to be unwarranted.Customer agreed to the amendment work and reduced price.  The remaining work is the shower doors that customer has not allowed us to install.