Complaints

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

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  TubToday

  3140 W Main St St Charles, IL 60175-1049

  
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  TubToday

  204 S 13th Ave St Charles, IL 60174-3119

  

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:05/30/2023

  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.

  My complaint is based on my signing an agreement for the purchase and installment cost of a walk-in bath tub and mirrored closet doors. I read the agreement over before signing to review every item of cost checked on it. In stead of applying for another credit account I asked the company if I could use the credit card accounts that I already had to pay balance after paying down payment of $5000.00 by Check. The cards were approved and I signed the agreement for the work to be done. Even though all papers are hand printed, all written or checked items was easy to examine. The Tub was installed in one day. I have no complaint with the work. I love the tub as well as the mirrored closet doors. The workers who installed the tub presented me with the papers to sign for final payment, which had added cost written to the biil that was not checked as a cost to me on the original. After signing the agreement the tub and doors had to be ordered so the work was done about a month later so I wasn't aware of those charges. I should have had the right to know and make the decission to except the terms or not. I definately would not have agreed.

  

  Business Response

  Date: 06/22/2023

  We have re-reviewed Ms. ******* contract which clearly states that credit card transactions incur a processing fee. It is not hidden or in fine print, rather it is clearly written on the receipt/terms last page of the contract in which she signed twice, in two separate spots. She had received a 3-day written notice of cancellation which allowed her ample time to re-review the contract and cancel the project if the terms were not to her satisfaction. **************** had never reached out to us to discuss the fee prior to final payment being due to clarify or ask questions about any portion of her contract. We hate that a simple processing fee would cause **************** to be unhappy especially after such a successful project. We even hired a company custom build and fit glass doors to fit her space which was not a standard sized space, this put us significantly over budget and the price we bid for this job. **************** had indicated these doors were readily available at ********** and our salesperson took her at her word, her space was a non-standard size and rather than discuss the additional cost (losses) we were incurring, we prioritized customer service and paid up for a glass company to build and install fully custom doors for her. To this day she may be unaware of the cost of those doors as we never mentioned it to her. We truly strive for total customer satisfaction and that is why we go above and beyond, stating fees and terms, in full transparency.