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:06/30/2025

  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.

  Date of transaction: 11-22-2023 Agreement signed. Came into the home: 1-22-2025.Amount of money paid so far: Deposit $497.00 and $6000.00.I was receiving a new walk in shower replacing everything.The 1st crew that was sent out on 1-22-25 presented under the influence of drugs in which a worker admitted to me and a friend that they have been smoking cannabis before arrival. I contacted ****** with New Bath before letting the crew into my home. I was informed that this crew was already on "thin ice" for similar behaviors. The crew was requested to leave to my home, and I was told they were fired. The second crew showed up on 1-22-25 that afternoon and they installed the tub pan but was not able to get the back shower wall panel to fit through the bathroom door. The next day the crew took out the door and the door jam put the walls in, but the molding was cut wrong and there were a lot of mistakes. The shower seat was too high. Missing hardware for rail inside shower and the caulking were done poorly. I was promised someone would come out more than once but never showed. I called and made complaints until they sent 2 workers to reinstall everything at the end March 2025. The job wasn't finished, and I have no water due to some error and there is a leak. Nothing had happened since then until I got a letter from collections stating I owe money for the bathroom. I have called multiple times trying to get things fixed. One of the guys I was in contact with was then fired and I kept calling the business to get someone to speak with.

  

  Business Response

  Date: 07/02/2025

  Good afternoon. Thank you for allowing us to respond. We did install a shower for Ms. ******** in a home under construction, that had a couple aesthetic issues the customer did not like. She worked with our Install manager, ***, to come to resolution. In the end, it was decided to reinstall the shower. In the meantime, she spoke with me and I offered a $1000 discount as a courtesy for her inconvenience. She wanted more. I advised that is the offer. After the second install, there were a few cosmetic issues to be taken care of. Our **************** ****** reached out a few times to get this brought to resolution and did not hear back from the customer. On ******** due to no communication from the customer, the job was sent to collections due to non payment. This can be remedied by a return call to ****** and  commitment to pay for the work. Our hope is the customer will contact ****** directly to bring this to a close.

  On a side note, the initial install crew was pulled from the job and immediately fired. Thank you.

• Initial Complaint

  Date:06/13/2025

  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.

  Had an estimate done for a shower install. Material was ordered and awaited the call for install. Was called and a date set up for install. Had to take off work to be present for two days for install. Day of appointment, no one showed up. Called New Bath and was told I was not on list to have it installed and that my material was not even ready. Waited another 3-4 weeks and received call for installation date. Had to take off another 2 days. Installer arrived and ripped out old shower and material was measured incorrectly so no install. After 7 weeks received call that the correct sized material was ready and to be installed. I had gotten with the installer and he stated to let them know the day I would be off and he would come to install. The scheduler gave me a date and I advised I would be at work and was told it would be that date or 2-3 weeks later. I asked why the terms were changed and she just said these are the dates. So I had to take off again for 2 days. All in all I missed 6 days of work, was without a shower for 8 weeks. During which time the salesman, project manager and anyone else involved with my project were either fired or quit and no one would answer my calls or emails. The only way I could get any information was from the installer. They would not settle on any discount for their incompetence until after the job was completed and are now offering me a $1000 discount on a $25000 job. I was out over 5k in taking off work for the 4 days that did not result in anything being done or anyone showing up and then without a working shower for 8 weeks. I am not asking for this to be free but I feel we were burdened by mismanagement, an inept salesman and project manager, and left to take the brunt of it by not having a working shower for 8 weeks. The only person in all of this that should be praised is the installer. If not for him, I would not have been able to contact anyone on what was going on. I asked for 50% off and was told, you get $1000.

  

  Business Response

  Date: 06/30/2025

  I have made contact with customer. While **** did get a gorgeous install there were some misteps by us along the way. I will be back in touch. Thank you, ****.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** ********
  

• Initial Complaint

  Date:05/29/2025

  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.

  I had a walk-in shower installed by New bath Today around 3/12/2025. Priced totaled *********, about 2 weeks ago I noticed a black spot in the corner of the shower upon further inspection it's a hole and plastic is cracking. I called company to report this, and was interrogated like I stole something. Asked "How did this happen ", "Are you sure something didn't hit it while cleaning". "When did it happen". I explained to secretary I do not know when it happened, just saw something dark and went to wipe it and pieces of plastic came off. I took a picture immediately and emailed to company. Secretary said it would be covered and the earliest someone could come out was 5/28/25. So worker comes didn't bring equipment and said he has to talk with his boss, he also took a picture and left today 5/29/25 I get a call saying it's not covered under warranty and they could send someone out to do a estimate. I told the lady I don't understand. The lady said it looks like something dropped on it or was hit against it. But never taking any fault why the shell cracked so easily. If soap hit it corner and it cracked like that it, that means product is not made of the highest they claimed. Also the crack could of been there during install but was small and with use it spread. But to add salt to injury you tell me she could send someone to do a estimate. And give this company more on a shoddy shower install, I think not. So now I'm left with a cracking shower shell that size is increasing and water is getting into causing even more damage and no help from New Bath Today unless I pay them more money to fix something that is less than 90 days old. Would like help to get company to fix and repair shower 100%. Without me having to anything more than the $*********, I agreed to pay.

  

  Business Response

  Date: 06/10/2025

  I have left a voicemail on 6.4.25 to discuss next steps. I'm awaiting a response.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Yes a message was left, but i have been dealing with the passingof my father just 2 dsys prior and upon listening to message i didnt think to write number and name before deleting. I have sent a email to ***** **** on June 9th stating this but I had provided wrong name gor person that left message as she made me aware. I then sent another email stating " Director of Customer Relation" was the person that left message on june 10th.   Still waiting for a response. 
  
  Regards,
  
  ******* ******
  

  

  Business Response

  Date: 07/08/2025

  I reached out to the customer on ******* to discuss options to get them taken care of. She had a family matter to attend to. So, I asked her to call me and we can discuss when ready.

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I do not agree with what the company has offered. The blame has been placed upon me and my family and i refuse to give anymore money to a company that is quick to place blame on the customer and made to feel like a criminal. For what? I'm still making monthly payments  and since march i have paid 50% of balance and will continue to pay. Didn't think asking to have something repaired after 2 1/2 of job completion wiuld lead to this. I do not trust them to redo the job and not damage something I cannot see after install , i.e. water damge or pipes because of my complaint against. Just want to make other consumers aware and to read the the agreement because there is no warranty unless the company thinks their at fault. So I will not be giving this company anymore money than what I was obligated too. Still an unsatisfied consumer.
  
  Regards,
  
  ******* ******
  

  

  Business Response

  Date: 07/10/2025

  We want to be clear what our response to the customer was, including our offer. We have photo's of the installed pan with no cracks or holes. This was not a pan defect nor normal wear and tear. This was an accident of some sort. Even so, we offered to reinstall the shower paying for ALL THE MATERIAL if the customer paid for the the labor. We made a good faith and fair offer to remedy the situation. Thank you.

• Initial Complaint

  Date:04/21/2025

  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.

  Business installed a walk in shower last year. Soon afterwards the shower was leaking and damaged my plastered ceiling in the stairwell below Company had someone come out two or three times before solving the problem. They then wanted to have a drywall man to come out and repair a plastered ceiling. They finally agreed to send someone who was qualified to do the repairs. Out came a man and spent quite a few hours to do a lousy job. Turns out he was a handy man. I now am left with a ceiling that is both pink and white and needs repair. The last time I called an employee was to call me back and did not. Also, the shower head constantly drips after a shower.

  

  Business Response

  Date: 04/21/2025

  Good afternoon, ******. i will be in touch to finish this up. I'm unsure why i havent seen this job come across my desk. We are glad to take care of your issues.

• Initial Complaint

  Date:04/07/2025

  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.

  Entered into contract 10/09/********* was done 12/18/2024.Was not complete until 03/05/2025.Was told it was a caulk free shower w/interlocking watertight seal. This is not the case.The caulk that is there is not evenly spread. It looks terrible.The corner trim is damaged and scraped up. The material (luxstone) used is not the same material we were showed during presentation. The entry way into the shower is damaged. I understand the contract says they do not tile or drywall however this is excessive.Over 2in cut past the new shower wall.There are to many things to pint out. The completion certificate said do not sign until everything was done. After waiting until March for my drain I discussed these other issues. ******* and some other manger told me to get estimates to make the repairs however 2 weeks in I get a letter from a lawyer saying New Bath was suing me. I feel bullied and taken advantage of. I paid $20,000 for shower that looks like garbage. They can come take it out and refund me. I was told that since I had excessive rot that it should justify the defects I have now. Since they fixed the rot. I did not have any rot in my walls. I took video of my entire bathroom once the old shower was out. These people are liars and cons. In my opinion should be put out of buisness.

  

  Business Response

  Date: 04/09/2025

  BBB, Thank you for the ability to address this. If a salesperson advised we do a caulk free installation, I apologize. This this isnt the case and is not taught here. There was some bathroom wall damage to the painted tile.  However, the shower install itself, does not look like garbage. The Luxstone is the same material but its rigidity is different compared to the 12 inch squares the salesperson carries.  With that said, we offered to come out and replace 2 of the wall panels and correct some of the trim that was not up to standard but needed a couple measurements from the customer. The measurements were never communicated to the Install Manager, even with repeated attempts to contact. The response we got was that the customer didnt want us to come out and that he was having someone else come and finish up the trim work but he wanted a discount. We have asked several times for a number so we could take back and get approved but one has yet to be provided. After a couple months of no contact we initiated a payment letter as money was still owed and to facilitate communication with us. (The money owed was released to us on 4.7.25. Thank you)  We wont be pulling and refunding. However, we have offered to fix and consider a discount. If the customer will contact ***** ******* (the install manager) to move forward, that will be great. Thank you.

  Customer Answer

  Date: 04/10/2025

  Thank you for the opportunity to respond.
  
  First and foremost, I must correct the businesss assertion that there were a couple months of no contact. This statement is simply false. My shower installation was completed on December 18, 2024, and I remained in contact with both ******* and a project manager multiple times up until around March 1, 2025. During this entire time, the installation was still not fully completeI was missing a drain cover, which left a visible 5"x24" hole in the base of the shower.
  
  I have proof of when the drain was delivered, as my doorbell camera recorded its arrival around 8:45 PM on March 1, 2025. This directly contradicts the claim that there was no communication or progress for months.
  
  I was also clearly instructed not to sign the completion letter until the job was fully completed. This direction was given by both the sales representative and *******, and I followed it accordingly.
  
  From the day of installation, I voiced concerns about the workmanship and quality. Ive made repeated efforts to address these issues with your team. I encourage your company to review its call records to confirm this.
  
  My final discussion with someone from your company was around March 5, where we agreed that I would gather outside estimates. This has taken longer than expected, as its proven difficult to find a contractor willing to complete a partially finished project started by another company. Despite this, Ive worked to move the process forward.
  
  Then, before even a month had passed, I received a payment demand email with the threat of legal action. This pressure and threat were the only reasons I signed the completion letternot because the work had been completed to satisfaction.
  
  Regarding the offer to replace wall panels: I expressed concern that because of the ceiling soffit, extending the wall by the 2+ inches required to fix the issue would result in a visually unbalanced installation. The proposed fix simply wouldnt address the underlying design and quality concerns.
  
  The photos Ive included clearly show mismatched trim, poor caulking work (missing in some areas, excessively applied in others), and damaged molding in the corners.
  
  As for the "caulk-free" installation, this was a key selling point communicated by your salesperson. Whether or not this is standard company policy, it was a major factor in our decision to move forward, and it's unacceptable to now suggest that such a statement was never made.
  
  Lastly, the trim work appears to have been assembled with whatever was on hand at the time. It was pieced together after I pointed it out, which again is not acceptable for a $19,500 shower.
  
  My wife and I genuinely wanted a high-quality, professionally installed shower. We believed we were choosing a reputable company to achieve that, and we are extremely disappointed in the outcome.

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for the opportunity to respond.
  
  First and foremost, I must correct the businesss assertion that there were a couple months of no contact. This statement is simply false. My shower installation was completed on December 18, 2024, and I remained in contact with both ******* and a project manager multiple times up until around March 1, 2025. During this entire time, the installation was still not fully completeI was missing a drain cover, which left a visible 5"x24" hole in the base of the shower.
  
  I have proof of when the drain was delivered, as my doorbell camera recorded its arrival around 8:45 PM on March 1, 2025. This directly contradicts the claim that there was no communication or progress for months.
  
  I was also clearly instructed not to sign the completion letter until the job was fully completed. This direction was given by both the sales representative and *******, and I followed it accordingly.
  
  From the day of installation, I voiced concerns about the workmanship and quality. Ive made repeated efforts to address these issues with your team. I encourage your company to review its call records to confirm this.
  
  My final discussion with someone from your company was around March 5, where we agreed that I would gather outside estimates. This has taken longer than expected, as its proven difficult to find a contractor willing to complete a partially finished project started by another company. Despite this, Ive worked to move the process forward.
  
  Then, before even a month had passed, I received a payment demand email with the threat of legal action. This pressure and threat were the only reasons I signed the completion letternot because the work had been completed to satisfaction.
  
  Regarding the offer to replace wall panels: I expressed concern that because of the ceiling soffit, extending the wall by the 2+ inches required to fix the issue would result in a visually unbalanced installation. The proposed fix simply wouldnt address the underlying design and quality concerns.
  
  The photos Ive included clearly show mismatched trim, poor caulking work (missing in some areas, excessively applied in others), and damaged molding in the corners.
  
  As for the "caulk-free" installation, this was a key selling point communicated by your salesperson. Whether or not this is standard company policy, it was a major factor in our decision to move forward, and it's unacceptable to now suggest that such a statement was never made.
  
  Lastly, the trim work appears to have been assembled with whatever was on hand at the time. It was pieced together after I pointed it out, which again is not acceptable for a $19,500 shower.
  
  My wife and I genuinely wanted a high-quality, professionally installed shower. We believed we were choosing a reputable company to achieve that, and we are extremely disappointed in the outcome. 

  I would love for my shower to be finished and look as good as the one that I've attached. This shower was done by New Bath. If your willing to make this happen then my issue will be resolved. Please let me know.

  
  Regards,
  
  ***** *****

  
  

  

  Business Response

  Date: 04/16/2025

  ***** ****** awaits your call to move forward. Thank you.

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. ***** contacted me the Friday before Easter and told me someone would reach out this the week after to set up a time and date for someone to come out and fix my shower. I eagerly await that time.  
  
  
  

  Regards,

  ***** *****

• Initial Complaint

  Date:03/31/2025

  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.

  On 2/24/25 a New Bath Today (NBT) salesperson lied to me about the product I was purchasing. It was explained to me, in detail and with physical examples, that I was purchasing a caulk-free, no mold, no mildew shower. The salesperson explained that all of the materials were non-porous and there was no caulk used, so there would be no mold or mildew. The shower was installed on 3/6/25 and there is caulk in every seam. The installer also left scratches in the walls and a 2 foot crack appeared in my ceiling. Regarding the damage, the installer offered no apology and simply stated, Not bad after all the work we did. He then explained that after showering I would have to leave the doors open to prevent mold and mildew. Upon using the shower, I noticed that there was water splashing out onto the floor from under the doors. The water splashes off me, runs down the doors and leaks out on the floor. Also, if the shower head is at all facing the doors, even more water will splash on the floor. The leak is enough to seep through the floor and into the basement. I contacted *** and spoke with a rude service manager who interrupted me throughout the conversation, informed me that drywall damage is NOT covered, and said he could not even come to look at the leak for a week. He told me that this is NOT a caulk-free shower and HAD seen leaking like this in the past but offered no solution. He said he would call in 2 days with a solution but I never heard from him again. I called **** customer service call center. I was told I would receive a call the next morning. No one called. I was then told I would receive a call the next day. No one called. When someone did finally call, I was repeatedly interrupted, yelled at, and was told, regarding the leak, Thats how our product works. No solution was offered. I dont have enough space here to fully explain the situation. Im requesting help from the BBB because every *** employee has either lied or been extremely disrespectful.

  

  Business Response

  Date: 04/04/2025

  Thank you BBB for the ability to respond here. I have tried to contact the customer last week to come to a solution, but he advised he would reach back out if his lawyer advised him to do so. Since that time, he has posted a ****** review and this complaint. 

  When the Install Manager came to address the customer issues he had with him drywall mud to do any repair to the old tape and mud job and any other touch **** that was disturbed during the install. Even though it isnt covered, he brought the tools to take care of it. The customer advised him he wasnt worried about that. His concern was the doors.

  Concerning the mold or mildew, it is always best to have air circulation in a damp environment. 

  Our showers are not caulk free, however, the salesperson did say, "We fill our powder coated metal corner trim with silicone adhesive so theres no grout or caulking exposed in the corners."  The receipt provided here from the customer's plumber said the install looks solid.

  I would like to see if I can get my service tech out to adjust the doors down if the customer will return my call. 

  Thank you 

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below 

  The response from New Bath Today is misleading. Yes, someone did come to my house and stated he would repair the drywall. After such poor work by New Bath on the shower, why would I allow them to do any drywall work? They did not even do quality work on what they specialize in. 
  

  Yes, the plumber I paid to look at the shower says it looks solid. He also noted that the shower leaks. 
  

  The New Bath representative that I spoke to on a recorded line, ******* *********, was so rude I had to ask him to try to be professional. He also stated, regarding the leak, That is how our product works. He offered NO solutions. NO apology. Why would I allow anyone from New Bath Today into my home again after such an unprofessional, dishonest, and ridiculous interaction with one of their employees? 
  

  Yes, the salesperson did mention the things stated in the response. She also did tell me that I was purchasing a no-caulk shower and therefore it would be free from any mold or mildew. She and I discussed this in depth and she had with her example installation pieces which she used to demonstrate this. When I spoke to *** from ********, he stated that he was aware that she was making these claims and that he would again talk with her about not doing so. 

  This is a company that blatantly lies about the product and makes excuses for poor work. They are now attempting to mislead the BBB in their response.
  

  Kohler, the well-known and well-respected maker of the shower that was installed, has contacted me in an attempt to help although they had no obligation to do so. They have stated that the  bizarre statement by ******* ********* that, This is how our product works is falseso another lie from New Bath. 
  

  ****** sent a representative to my house to look at the installation and he was embarrassed by what he saw. The leaking is ridiculous and there is so much water that it drains through the floor into the basement. He attempted to adjust the doors but was unable to stop the leaking. He did this and charged me nothing for his time and service. 
  

  New Bath Today will not be coming back to look at or try to fix anything. In every interaction that Ive had with them, they have been either extremely rude, done poor walk, or have blatantly lied. In this most recent interaction through the BBB, the representative has attempted to further mislead by omitting parts of what has happened. 
  

  New Bath can admit their failure to provide a safe shower that actually contains water, their failure to install the shower without damage to my house, and their failure to honestly address the issues. New Bath can either remove the entire shower and offer a full refund, or offer a large refund for their poor work and their inability to provide the product that they actually sold to me: a caulk-free shower that does not leak. 

  
  Regards,
  
  *** ******

  
  

  

  Business Response

  Date: 04/16/2025

  I've had the opportunity to speak with ****** directly about this matter. I have the notes that ****** left after speaking to the customer. Here is that transcript: *** is not happy that he can spray water at the bottom of the door and it leaks. With a normal shower there is no issue. Explained we shouldn't be spraying directly under the door, but *** feels it should be water tight. I disagreed." The Kohler *** did give the name for a local person who came out and looked at the shower. They did not send the local ***. per that *** the customer called them. A service was not set up by ******. He advised me, when I called him, He did not adjust the door. He told me he wasnt getting in the middle of it and was quite unpleasant. 

  The customer asks "Why would I?" several times in he response. The reason why is because 2 parties are working to resolve an issue. Our party, myself specifically, have reached out a couple times to a number with no VM set up. The Kohler *** has, as well, and has also asked for the customer to reach out to me and the customer said he would not. These are responses that will lead to more delay. This is not going to be taken care of by ****** on internet platforms. We will not continue in this fashion. 

  The assertion that the previous response was misleading or anything but the truth is patently false and a stated to drag this out on the BBB's platform to secure a refund. We are not refunding the installation but will send someone to see if we can adjust the door down OR go with another door. We can discuss a discount after work is complete. So there is understanding, that discount will not exceed $1000. The door and the rest of the shower are installed correctly. The work is not poor as even the customer's own plumber advised to the contrary. We wait contact to work toward resolution. 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *** ******
  

• Initial Complaint

  Date:03/31/2025

  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.

  We had a walk in shower install by New Bath Today back in December of 2024. The installer did not install the drain properly. Water has been getting under the walls every time the shower was used. They are refusing to remove the shower so that the drain can be fixed properly and the mold removed. We need the shower removed and reinstalled so that the mold can be removed and the drain pipe can be fixed. They sent someone down from ******* and the so called repair that he made was not acceptable. He basically cut the o-ring in half and compressed it with the top pvc o-ring and the put a bunch of caulk over it. This is not the repair that was recommended by the licensed plumber that I consulted with. I also have had to hire Restoration One to come in and get the water out of the carpet and drywall. That has cost me a lot of money that they dont intend to reimburse me for. This shower is supposed to have a lifetime warranty. They are refusing to make it right.

  

  Business Response

  Date: 03/31/2025

  Thank you for allowing us to address this complaint. On the 2nd of January, 2025 we installed a new neo-angle shower enclosure. On the 7th, the customer filled out a survey advising they were 100% satisfied with the shower. On 3.27.25 the customer advised of a leak, but via text said, "There is no leak. There was no working drain installed." It was faulty and partially working. When our service man got out there on SATURDAY 3.29.25, he advised the drain pipe was cut too short. So, the rubber o-rings top was higher then the pipe so it did not seal. To fix that, he cut the O-ring in half, causing it to seat appropriately and even siliconed the seal.  Regardless of whether another plumber advised this is the fix they would do, The drain issue was fixed. This leaves us to discuss any remediation that may need to happen. This complaint states we are "refusing to remove the shower so the drain can be fixed properly and mold removed." This simply a fabrication. The exact information texted  was "The guy's not coming to remove the wall. He's coming to fix the drain. We will have to set up something different to get the wall removed and I will need an invoice stating so." Meaning, on Saturday we are doing drain repair but if we need to discuss the walls being removed, send us the estimate and recommendations. Lastly, there has been zero discussion about reimbursement of the costs incurred by the customer and there has been absolutely no denial of any sort that we would not reimbursement the customer. This issue was reported to us on 3.27.25 and it is 3.31.25. We haven't been given the opportunity or discussion to make it right prior to this BBB complaint. We are glad to talk about reimbursement, and reinstallation. 

• Initial Complaint

  Date:02/17/2025

  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.

  I am filing a formal complaint against New Bath Today for failing to deliver the agreed-upon custom shower as per contract and provided renderings. The installed product does not match the promised design, quality, or materials, and unauthorized modifications were made without our approval. Additionally, the company has failed to communicate, leaving our bathroom unfinished and unusable since February 5, 2025 with no responce for resolution.Contract Details:Business: New Bath Today (************, **)Contract Date: 11/25/2024 Installation Date: 02/03/2025 Paid to Date: $11,437 (Total: $22,873)Issues with Installation:Unauthorized Modifications: Excessive seams and caulking used as a primary waterproofing method, posing water damage risks.Poor Workmanship: Uneven, misaligned panels, wavy surfaces, and insufficient water barrier height, creating structural concerns.Deviation from Promised Product: The shower lacks the high-quality, stone-like appearance shown in renderings, the patter does not match up, and it has added seals which we did not agree to. Attempts to Resolve:On 2/6/25, *** (Installation Manager) admitted they cannot provide the promised product but assured a callback, which never happened.***** (Project Manager) acknowledged that ********************** was new, and this was the largest installation their team had undertaken and that it had been a "learning curve" for them, as the product is typically designed for a standard 30x60 shower.Multiple follow-ups via certified letter, phone calls, voicemails, emails, and texts to management, including GM ***** *****, Project Manager ***** ****, and CEO ***** *****, have been ignored.Requested Resolution:Full refund of payments made Removal of the defective installation at their expense Cease further billing New Bath Today has breached its contract, misrepresented its product, and refused to communicate or address these serious concerns. I request BBBs assistance in holding them accountable.

  

  Business Response

  Date: 02/19/2025

  Good afternoon. And thank you, BBB, for allowing us to respond. I will respond to each point as appropriate.
  1) The partially installed product is not exact as the computer rendering, as explained by the sales person while on site, the vein size and pattern would have variances. The material used is exactly what is advertised and exactly what the customer held in their hands during the salespersons demonstration. The contractor made no changes, significant or otherwise, to the job he was assigned to do. 
  2) Speaking of the modifications: the customer speaks to excessive seams. The installation has 1 seem on the 85-inch back wall. This is because, as explained by the salesperson, Kohler Luxstone walls do not come in sizes longer than 60 inches. The salesperson offered a locker (center shelf) to break this up. The customer declined this. A seem was discussed as the only alternative. 
  3) The return lip was also discussed with the salesperson,and it was agreed upon due to the customer ordering their own custom glass to have installed. We do, in fact, use caulking as a water barrier where a joint may exist which is sufficient and appropriate in this application. 
  4) The panels were installed and fastened appropriately, and any fine tuning would be done prior to completion. There are no concerns on New Bath Todays part that the panels arent secure. The pattern on the panels did not align and the customer was advised of that during the demonstration.Sometimes, the panels will wave when being moved from cold air into the warm home, which subsides when the panels come up to temp. 
  6) The wall pattern selected by the customer has been successfully used since about March of 2024. Relatively speaking they are new. 
  7) When our Production manager mentioned the learning curve,it was not an indication of unpreparedness. Every job they do is a custom ****** was merely an indication of the size of the installation. Our installer is well equipped to do the job appropriately, Including the drywall that was done correctly, the lack of use of cement backer board (unnecessary) and the use of caulk as well. This is not a fundamental installation failure.
  8) I do apologize for the communication delay. We were investigating every aspect of the job to come to an amicable resolution. We have not demonstrated a failure to complete the project. As you have stated to the production manager "you live in a luxury home, and this is not up to your standards. We can rip it out and it will just have to be "cost of doing business" on our end..." We would otherwise complete the project.
  Finally, the agreed upon product wasn't delivered because the customer stopped the construction. There were no unauthorized changes. All work was performed with the same quality material shown to the customer at the demonstration. ********************** has caused no financial burden not agreed upon,and zero long term damage. The installation was being completed appropriately. 
  However, New Bath Today does not have the ability to provide a seamless wall over 60 inches, therefore this will not meet the customer's desires. 
  With that said, we will provide a refund minus the shower pan we ordered and installed. That pan was $1,672.24. 
  The customer will be responsible for removing the installation at their own expense.
  The customer's financing was done through ********. They can stop their payments by contacting them directly. 
  

  Customer Answer

  Date: 02/20/2025

  Good morning - I have received New Bath Todays response, which states:
  "We will provide a refund minus the shower pan we ordered and installed. That pan was $1,672.24. The customer will be responsible for removing the installation at their own expense. The customer's financing was done through ********. They can stop their payments by contacting them directly."

  However, only a portion of our financing was through ********. To ensure clarity, we need confirmation that the refund is being processed as follows:
  GreenSky Financing: We spoke with GreenSky this morning, and they confirmed our balance is $6,863, with no refund initiated yet. Can New Bath Today confirm they have processed the refund request for this amount?
  Down Payment Refund: We made a down payment of $4,573 via check. Based on the deduction of the $1,672.24 shower pan cost, we are expecting a refund check of $2,900.76. Can New Bath Today confirm that this check has been mailed and provide any tracking details if applicable?
  Once we receive the refunds and written confirmation from New Bath Today that our contract is void with no further charges or obligations, we will consider this matter resolved.
  Thank you kindly for your time and assistance.
  ****** & ***** *****
  

  
  

  

  Business Response

  Date: 02/21/2025

  We will be sending a Settlement and Release form to sign that will verify agreement that the following will happen upon signing of the document. $6,863.00 refund to ******** will be initiated. $2,900.76 refund will be initiated via  ACH. That Document will be emailed to ************************************* Monday 2.24.25.

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  Re: complaint ID ********. I have received New Bath Todays response, which states:

  "We will provide a refund minus the shower pan we ordered and installed. That pan was $1,672.24. The customer will be responsible for removing the installation at their own expense. The customer's financing was done through ********. They can stop their payments by contacting them directly."
  However, only a portion of our financing was through ********. To ensure clarity, we need confirmation that the refund is being processed as follows:
  GreenSky Financing: We spoke with GreenSky this morning, and they confirmed our balance is $6,863, with no refund initiated yet. Can New Bath Today confirm they have processed the refund request for this amount?
  Down Payment Refund: We made a down payment of $4,573 via check. Based on the deduction of the $1,672.24 shower pan cost, we are expecting a refund check of $2,900.76. Can New Bath Today confirm that this check has been mailed and provide any tracking details if applicable?
  Once we receive the refunds and written confirmation from New Bath Today that our contract is void with no further charges or obligations, we will consider this matter resolved.

  
  Thank you kindly for your time and assistance.
  ****** & ***** *****

  
  

  Customer Answer

  Date: 02/24/2025

  Regarding complaint ID ********. I have received New Bath Todays response, which states:
  "We will provide a refund minus the shower pan we ordered and installed. That pan was $1,672.24. The customer will be responsible for removing the installation at their own expense. The customer's financing was done through ********. They can stop their payments by contacting them directly."
  However, only a portion of our financing was through ********. To ensure clarity, we need confirmation that the refund is being processed as follows:
  GreenSky Financing: We spoke with GreenSky on Feb 20th and again today, and they confirmed our balance is $6,863, with no refund initiated yet. Can New Bath Today confirm they have processed the refund request for this amount?
  Down Payment Refund: We made a down payment of $4,573 via check. Based on the deduction of the $1,672.24 shower pan cost, we are expecting a refund check of $2,900.76. Can New Bath Today confirm that this check has been mailed and provide any tracking details if applicable?
  Once we receive the refunds and written confirmation from New Bath Today that our contract is void with no further charges or obligations, we will consider this matter resolved.
  
  Thank you kindly for your time and assistance.
  ****** & ***** *****
  

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising 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 12/6/24 I met with a sales *** from New Bath Today. I wanted to update my shower. I asked sales *** to show me a photo of the finished project and he showed me a photo WITH DOORS. I was amazed and disgusted when I looked at the finished project...there were NO DOORS! I didn't even imagine that New Bath would sell a shower upgrade without doors, and so I didn't even notice that doors were not included in this $13,000 project's contract. I feel this is a deceptive sales practice. I feel scammed and lied to. I request a reduction in my project cost from $13,000 to $10,000 and provision of a shower curtain rod as partial compensation for this misleading project ***resentation by the sales ***. I put $4,000 down in advance of the project being completed.

  

  Business Response

  Date: 01/15/2025

  Good afternoon, 
  I've attempted to reach out telephonically to discuss, however, I'm glad to respond here. Firstly, it is never our practice to deceive customers in our sales presentations. In my investigation, these are my findings. It is the within guidelines and ******** practices to show their shower enclosures with doors as it is more esthetically pleasing than a shower curtain. When your salesperson, *****, discussed the doors with you, he explained there would be approximately a 2k difference for the doors and they could be added later on. On 12.6.24 the materials list was sent to you and you responded that you had received. On the afternoon of 12.23.24, we reached out to you telephonically and also went down the material list line by line to verify it was complete and correct. Finally, on 1.2.25 you signed a pre-inspection form stating "Verified with customer the correct materials, finish, doors, etc." You did reach out to us on 1.14.25. At that time it was rightfully explained the doors were never on the material list and you were never charged for them. We also advised we would send you a curtain rod free of charge. We have been completely transparent in every interaction. We have not scammed nor lied. With that being said, we will not be proceeding discounting a beautiful installation that is already at a reduced rate. Thank you.

  

  Business Response

  Date: 01/16/2025

  Phone call recording from 12.23.24 added.

• Initial Complaint

  Date:12/20/2024

  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.

  The transaction between myself and New Bath Today occurred on 1/4/24. The representative was ******* ******. This company still did not come to my home until months later to do the job. They caused damage to my plumbing and my walls and did not complete the job. When I asked the contractor about fixing my wall before signing off on the transaction, he told me that he was going to ****** to get the materials and he would be back. To this day, said contractor has not returned to my home. I reached out to the company with no response. I did not hear from this company again until they demanded a payment of over $20,000. This company did not uphold their end of the contract. I have had to pay out of pocket for the damages that they caused to my home. In addition, it is shoddy work that was done by a shoddy contractor. This company claims to stand behind their work. However, they have poor communication and never contacted me to resolve the issue. I have asked for a breakdown for the cost of materials for this project. I still did not get a response. Just a flat rate. I do not recommend this company to anyone. My "bathroom remodel" does not look like it was done by a professional. How can this company in good conscious send a lawyer to me demanding this kind of money from a customer when they did not uphold their end of the deal? When this "install" was done, I tried contacting them for answers. They did not return any of my calls. I even filed a complaint with the financing company and they tried to contact the business without any luck. Months later, I received a demand for payment. Unacceptable!

  

  Business Response

  Date: 01/02/2025

  The Elliotts contracted New Bath Today to install two showers in their home. The installations were completed several months ago. Final payment is due and payable the day the project is completed. The Elliotts withheld final payment as there was some question whether our installer damaged the wall behind their television during the demolition process.

  
  There remains question as to whether the damage was preexisting or caused by our installation team. Our review of our installers pictures suggests something was pushed into the wall, not that we came through it from the other side. Additionally, we did not cause any damage to their plumbing as suggested. Its my understanding that the Elliotts had a plumber come to their home to address an issue with one of the shower drains. While ******** accepts responsibility for the issue, we were not made aware of it and would have serviced it in short order had we been contacted. Their plumbing, however, is not damaged.

  
  Ms. ******* also suggests we did not return any of her calls. According to our records, we called on 9/9, 9/19, 10/1, and 10/8 with no answer or return call. When a customer owes a company money and essentially ghosts them, it has no choice but to pursue legal action. And thats where we are today.

  
  In the end, New Bath Today stands by its workmanship and strives to ensure all its customers are delighted with their new bath or shower.The good news is that our customer experience director spoke with the ******** earlier this week who laid out their remaining concerns for him. Most, if not all, are (or were) easily addressed. They have agreed to allow us back into their home to address these concerns and hopefully put this matter to rest.

  Customer Answer

  Date: 01/02/2025

  In response to the business's response, this business did indeed cause damages to our plumbing because it was not installed correctly.  The holes in my wall were not preexisting nor caused by us.  Their installer told us he would go get the materials to address our concerns with the project and he never returned.  Not only that, the quality of this project is shoddy at best.  I'm not certain how I would have missed their phone calls.  As I do not recall receiving any calls from them.  I did speak with the customer relations director.  At this time, we came to an agreement for payment to be remitted to them on the condition that they will come back to address the issues they caused along with the workmanship and quality of our showers.  I will not "reject" nor "accept" their response until all of this is rectified.

  Respectfully,

  ***** *******

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  In response to the business's response, this business did indeed cause damages to our plumbing because it was not installed correctly.  The holes in my wall were not preexisting nor caused by us.  Their installer told us he would go get the materials to address our concerns with the project and he never returned.  Not only that, the quality of this project is shoddy at best.  I'm not certain how I would have missed their phone calls.  As I do not recall receiving any calls from them.  I did speak with the customer relations director.  At this time, we came to an agreement for payment to be remitted to them on the condition that they will come back to address the issues they caused along with the workmanship and quality of our showers.  I will not "reject" nor "accept" their response until all of this is rectified.

  Respectfully,

  ***** *******

  
  
  

  
  

  

  Business Response

  Date: 01/30/2025

  The Elliotts have paid a substantial amount towards their balance and we are scheduled to visit their home on 2/18 to address their concerns. 

  
  

  Thank you.

  *****

  Customer Answer

  Date: 02/09/2025

  Good Evening,

  I will not be responding to this complaint as to if Im satisfied or dissatisfied until the merchant comes to my home to address our concerns. That is scheduled to be on 2/18/25. 
  

  Thanks. 

  Customer Answer

  Date: 02/09/2025

  Good Evening,

  I will not be responding as to if Im satisfied or not satisfied until the issues are addressed. This is scheduled for 2/18/25. 
  

  Thanks. 

  Customer Answer

  Date: 03/11/2025

  The company came on 3/11/25 to address the issues with the install. This is considered resolved.