Complaints

This profile includes complaints for Bath Planet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bath Planet

  1800 Industrial Dr Libertyville, IL 60048

  
• 

  Bath Planet

  1655 Fashion Outlet Blvd Niagara Falls, NY 14304

• 

  Bath Planet of Fort Wayne

  4422 Airport Expy Ste 250 Fort Wayne, IN 46809

  
• 

  Bath Planet of Central Illinois

  3430 Constitution Dr. Springfield, IL 62711

  
• 

  Bath Planet

  4910 Camp Rd Ste 550 Hamburg, NY 14075

  

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:07/11/2025

  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.

  We had a sales *** come out to our home and we purchased by funding the placement of a larger shower and removal of our old shower and bathtub the sales *** advised the shower would be as wide as our current shower which is 42 inches wide and 60 inches long which is 5 feet. He stated a plumber will be out to move the drain on the faucet, so it was in the correct place in the new shower. He advised us if were unhappy with the work they will come out and ***laced and redo with no charge and no problem. He advised we would never goover the cost of our original agreement on the original agreement. He did not put the correct measurements, and we now ended up with a shower that is 30 inches wide and 60 inches long. My husband cant even turn around in the shower. I can barely move in it and theyre not sticking to their promise that if we arent happy with something, they will come out and fix it. Theyre trying to charge us again. The company also states that both the husband and wife need to be home during the sales visit the contract states NA and my husband did not sign. My husband was not here he had to leave, and the contract was completed by the sales *** after my husband left, allowing me and only me to sign it and Im not familiar with measurements. On installing before they left the house, I said the shower is not the right size. I called immediately that the work was not done right. Initially, they said we would have to pay an extra thousand dollars now we have to pay an extra $1500, and we dont have money we had to finance that as it was and Im not going to release the finance to pay them until they fix it. They said they stand by their work and if its not done right, they will fix it. I didnt anticipate having a sales *** that changed measurements or put the incorrect measurements on there. I am relying on their employees to do the work right from the beginning. My husband did not see the contract or sign it and its not their policy need 42x60 ***laced. 

  

  Business Response

  Date: 07/15/2025

  This matter has been resolved as an agreement has been reached with the customer. 

• Initial Complaint

  Date:06/30/2025

  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.

  Earlier this month, Bath Planet redid our master shower. The installer came in, tore the shower down to the studs, reapplied greenboard (drywall) and put in the new shower walls and floor.When the walls were torn down and only the studs were showing, he moved the drain pan too far in one direction making the shower faucet and head are next to rather than in front of a stud. This caused the shower faucet and head to be off center. After calling support, the best they are willing to offer is to trim the stud and redo the wall. This would be fine if the other side of that stud was not another shower. The customer support/warranty person I spoke with was very ardent in saying that there is a risk to destroying the other shower. He also said that he could not get approval for an installer to redo the shower correctly. TLDR: I paid over ****** for the shower. The installer made a mistake and I have to risk damage to another shower because Bath Planet is unwilling to properly fix their own mistake. 

  

  Business Response

  Date: 07/09/2025

  Hello,

  Service was completed on 7/9/25. 

   

  ******* ****** Leaf Home | Customer Relationship Manager Third Party Dispute Team ***************************************************************** E:******************************** M:************D:************ ************

   

   

   

• Initial Complaint

  Date:06/27/2025

  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.

  Bath Planet remodeled my old bath tub to a walk in shower and since then the shower has been leaking, they have sent numerous incompetent individuals to come and check it out and each with their own theories, bottom line is my shower still leaks and is causing extensive damage to my house. Need an immediate and urgent solution, the manager ***** has not responded to any of my calls.

  

  Business Response

  Date: 07/09/2025

  Inspection was completed on 6/27/25.  System is working as intended and no leaks or silicone deficiencies were found.

• Initial Complaint

  Date:06/06/2025

  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.

  Our family hired Bath Planet for remodeling 2 bathroom areas. We had a bathtub / shower unit installed upstairs. One the main floor we had a shower unit installed. We followed their instructions on not using the new shower& tub for 24 hours until the silicone dries. When the time arrived to use the upstairs Tub / Shower we had problem with the tub not draining. In the main flow bathroom where a shower was installed, we also had issues too. The shower drain was leaking into the basement. We called Bath Planet in *******, ** and they said they would have somebody call back. We never received a callback. It has been over 7 days since the installation, we have made at least 4 to 6 calls and we keep on getting the run around. Meanwhile we cant use the upstairs bathroom and are able to shower with the downstairs bathroom, but we have a bucket catching the water in the basement. We want Bath Planet to finish the job and do it right! We have spent our hard earn money and feel like we have been taken advantage of.

  

  Business Response

  Date: 06/09/2025

  Each of our customers are independently owned and operated.   We will reach out to the independent contractor in ******* to find out the status and ask them to service their customer.   

• Initial Complaint

  Date:05/08/2025

  Type:Product 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.

   
  Complaint: 23298373
  
  I am rejecting this response because: **** Childs, the employee/ contractor was sent by the business, Bath Planet and therefore exposed me to this Contractor Fraud. I informed the business and have several text messages and listed phone calls from the business service manager and his superior requesting a detailed report and pictures of what their employee/ contractor did to my property. After their review of my report and pictures, I was informed that they fired **** Childs but did not provide any relief for my suffering of over $7000.00 loss. They did not provide the identifying information for the employee whereby I could attempt pursue actions so my funds could be recovered. 
  The business continues to show complete disregard for what I have and continue to suffer due to this experience.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/20/2025

  BBB- this is our complaint; however, it was sent to the wrong person.  It should have been sent to me only.  Please remove the other person from the emails and make sure they are unable to respond. 

  

  Business Response

  Date: 05/28/2025

  Customer's contract with ******************** was completed.  We are unaware of any side agreements or what wasn't on our contract. The customer's other project is unrelated to our contract.  

  

  Business Response

  Date: 05/29/2025

  Bath Planet had no prior knowledge of the agreement between the customer and the contractor above the contract.  Customer's agreement with the contractor beyond the contract is between the customer and the contractor directly.  As stated, the contractor is no longer with the company. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23298373
  
  I am rejecting this response because:
  As a customer of the ********************, I also had no prior knowledge that the contractor sent to me was not a reputable representative of the business. I was deceived and entered into an agreement that I believed was within the boundaries of their employees dual role and ability to perform as an outside contractor for Bath Planet. 
  As part of my communications with Bath Planet, I was told that my case would be reviewed for possible financial assistance due to this devastating financial fraud. 
  
  it is not with anger but with humility that I am seeking relief in this matter.

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

• Initial Complaint

  Date:04/18/2025

  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.

   
  Complaint: 23224484
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

  The bracket was installed at the time of installation.  I received a call on 4/22/25 asking do I have a bracket to hold the shower head in the upright position  I stated yes she said I should keep the shower head in the bracket all the time.  I said no I should be able to bring the shower head down. When the technician came out  I was told that's how the shower head is design it get stuck and you have to move the retractable head up and until you can use it. I was transferred to a manager during our conversation and it went yo his voice mail. Only thing we would like is to correct the problem.  We don't have time to play with the shower head to take a shower 

   

  

  Business Response

  Date: 04/29/2025

  Leaf Home Bath completed installation per contract and manufacturer's specifications.  Customer's main issue is the shower head.  We have offered to install a bracket lower for the hand held, for customer satisfaction.  Customer rejected the offer.  At this time, we consider this matter closed. 

  

  Business Response

  Date: 05/05/2025

  Bracket and shower head were installed at industry standards.  This matter is closed. 

• Initial Complaint

  Date:03/26/2025

  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.

   
  Complaint: 23121756
  
  I am rejecting this response because: Please keep this case active.   I am rejecting there response . ****** called from Leaf home builders. **************.  I responded to that voice mail on 4/3/25 with pictures of the caulk job that was left.   No response.  4/7/25 @ 1:47pm- Called and asked to speak with ****** and the person who answered  - Asked what is this about?  I am returning her Call.  Well, she is not here.  Give her a call back tomorrow.  I called Monica  today at 1:08pm.  She called me back and asked if my husband decided on the Job.  I told her she has the wrong person. She thought it was just a caulk job.  Told her it was the damage from the 1st installer.   We Can do a total redo and sand the caulk from the wall.  She said  that you  wanted a $4000.00 dollar discount.  That is not going to happen. This hasn't been paid yet.  I can authorized $250.00/your deposit.  Told her that wasn't right. " Especially since they are Advertising 50% off on Facebook."    ****** is very eager to get this redo Scheduled.  Even had Foundation Financing Send my the Doc u sign app again.   I am not signing the Doc u sign paper. it states if Not Satisfied  do not sign any agreement before the project is completed.  Not to give me a discount. After all the no-shows for appts and excuses.  Time off of work. Stress and Aggravation this is causing me. (People at work are worried this will give me another stroke). They don't think  I deserve a  discount.   Now ****** has Called at 2:08pm and left a message and Texted also.  Lunch was over.  I didn't respond. They are in a hurry to schedule the re-do.  But not in a hurry to give me a Discount.
  
  Sincerely,
  
  ***** *****next day. I said " the next availability I had is on 2/17/25 and asked ***** what about the Scratches (*****) put the shower panel. sent pictures. 2/17/25 (*******) comes with a new panel replacement that (*****) did on the 12/7/24. ******* took more Pictures and sent them. On 2/19/25. On 2/24/25 Texted the Regional manager about a discount. He never reached out to me. Asked how 3/3/25 for a redo. I was here. Didn't do the redo because it cause problems so they took out the the Panel and fixed it. ***** ****** yelled at ******* stating I told you to do a complete redo you should of did it and she going to sign. Showed ******* the text I sent to ***** ****** and it was read to him " I deserve a big Discount for all the hassle and stress this has caused me, ***** ****** said " She is not getting discount. I will put a lien on her house and she will be receiving a letter in the mail. I considered that a threat. If need be I have all the pictures that I can send you.

  

  Business Response

  Date: 04/02/2025

  Our Installation Support Team contacted the customer by phone on 4/1/2025 and left a voicemail regarding a proposed resolution. We are awaiting the customer's response. 

  

  Business Response

  Date: 04/17/2025

  The next steps in getting this resolved, is scheduling.  Customer has not responded to the voice messages we left to schedule.  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23121756
  
  I am rejecting this response because:
  I reject Bath Planet  response. I did contact them.   On 4/15/25@9:18am-Voice mail from Craig  He was calling regarding the job. He wanted a call back.  ****** left a message 4/15/25 at 12:54 pm- Stating  she texted me and ordered your material to get you scheduled because you wanted the Re-do and then we were supposed to discuss Compensation.  You haven't answered my call or ******* so we can get that squared away. So please call me at ************.   On 4/18/25-I Texted *****(Regional Manager **************-explained that I was very sick this week and would try to contact him on Mon or Tuesday.  He stated that was ok.  He was heading back to Chicago.
  
  I texted ***** and Monica  on 4/25/25--I am texting because I am still sick..  I have a couple of question about the re-do-1) If your worker damage my walls and ceiling from the Re-do . Are you fixing the damage? When you say total Re-do what does that include? Are the people doing the work Licensed in the **************. I asked about a discount and told them I wont sign finance papers till this is resolved.
  
   ***** texted back  - I am looking at your job and trying to determine what needs to be done at this point.  I see Pictures sent to ****** but i don't know if they were before we came back out for the service or if it the current state. I will need more information to determine the scope of the service.
  

  
  

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

  

  Business Response

  Date: 05/07/2025

  We have been trying to contact customer to schedule the service.  If customer would call back to schedule, we would be glad to discuss the work to be done during the same conversation 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23121756
  
  I am rejecting this response because:  The Last communication was with ****** and ***** on 4/25/25.   I asked a couple of Questions about the total re-do they wanted me to schedule.  If your worker damages my wall and ceiling from the re-do and bad caulking job  Are you fixing the damage?  When you say total Re-do what does that include?  I also asked about a discount again.   ***** texted me back He texted me stating" I am looking at your job and trying to determine what needs to be ***e at this point. I see Pictures sent to ****** but I *** know if they were before we came back out for the service or if it the current state.  I will need more information to determine the scope of the service".    That is the last communication that we had.  No one has called me since.   At this point in time, I think any communication should be ***e in writing.  I need to know everything that is going to be ***e.  They can  text me some Appointment dates (I will chose one). and they can tell me about the discount they will be giving me for all the (Stress and aggregation and days I took off of work for appointment and no one showed or called) and new Finance papers(Hard copy mailed to me.)   All in writing because I ***'t want Bath Planet to say something verbally and the claiming they didn't say that. .  Then Bath Planet can't accuse me of not communicating  them.   
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/20/2025

  We are unable to determine the scope of the work.  We need the customer to call to schedule the inspection 

• Initial Complaint

  Date:03/20/2025

  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.

   
  Complaint: 23091752
  
  I am rejecting this response because: After seeing their work, materials and many mistakes, we can not afford to give them a third chance to make this right. They also chipped our toilet and floor. We have no confidence that a finished product will not prove to be faulty down the road. We signed a contract on January 7, 2025. They wont return our deposit because it is past 3 days. This original contract can not possibly still be in effect almost 3 months later and 2 faulty installs ago. Not only should they not be allowed to try again in our home, they shouldnt even be able to rip off other people. We have had 2 separate licensed plumbers in to look at the job they did so we could be confident the jobs they did were not acceptable. If my husband had not alerted the boss at the time of the second shower pan install to tell him it was off specs, I level, they would have continued to install the rest of the shower and then that too would have to be ripped out. We have decided to use another plumber and contractor to do the job. We feel we do not owe them another chance. I have read recent reviews lately and none are good. We have been without a working shower in our mater bedroom for 2 months. All of it, unacceptable.

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

  ere promised from the get go. We let them try to fix their mistakes and are left with no shower at all. This is not acceptable to anyones standards. Thank you.

  

  Business Response

  Date: 04/01/2025

  Our Installation Support team has contacted the customer via text message as of 4/1/2025. We are awaiting the customer's response so that we can work towards an amicable resolution. 

  

  Business Response

  Date: 04/02/2025

  We require the customer to call our representatives back as we are unable to move toward resolution without a discussion.   Customer rejected this however we have not even made an offer as we are unable to speak with the customer.  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23091752
  
  I am rejecting this response because:we have been in communication with them and are working towards a resolution.
  
  Sincerely,
  
  ***** ********