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:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17/2024 a representative from New Bath Today, ******* ****** arrived at our home to give a free estimate on a shower replacement as our shower has become damaged and is leaking. We signed an agreement for our new shower at the cost of $30,900. A deposit of $10,900 was required to begin the job. We paid the $10,900 via check and was immediately drafted. We were given an estimated date of completion of 9/17/2024 as the shower base would need to be custom built. On 10/7/2024 we received a call to schedule installation and agreed on 10/9/2024 between 8-10 am. On 10/9/2024 at 9:43 am, we received a call that the custom base was found broken in the box they received. Now another custom base needs to be ordered and there is no definite timeframe when it will arrive, if it will arrive damaged again, or when the installation will take place. Its been 4 months weve been without our shower with an unknown completion date or time. At this point wed like our full deposit refunded so we can find another contractor.

  

  Business Response

  Date: 10/17/2024

  Good afternoon, Thank you for your feedback.  I understand you spoke withe a representative today and are continuing with the installation. We appreciate your business, your patience and will have a beautiful install for you in short order. 

• Initial Complaint

  Date:09/24/2024

  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.

  We signed an agreement with New Bath Today on 6/22/24 to enlarge our shower. We did not have enough room to make it as large as we wanted. So they had to order custom shower base. They said this may take a little longer. On the agreement we signed it said 8/29/24 start date and end date 8/31/24. ***** (project coordinator) from ******** called and finally said it would be installed on Sept 3rd. When installers came, they re -measured before starting demolishion and they said salesman measured wrong. The custom fit shower base was wrong size. So now they have have to remake new shower base. This would probably **** * weeks or more. After my husband and I talked, we decided waiting till Oct, wasn't going to work. So I called ***** and told her they need to do something. Waiting till Oct wasn't going to work. They need to call the company that makes the shower base and also request that it be overnighter. After a few days of calling ***** and asking something needs done she transfer me to her boss (*****). When I spoke to *****, he indicated they emailed them to have a rush put on making the base. I told him they need to call company. ***** said they don't call company. I told him in this situation they need to call them and rush it and also overnight it . New Bath should pay for this extra cost. I told him I wanted to speak to his boss. He said answer would be same. I told him if they won't rush it or pay for it to be overnighter then they need to give me a discount for this inconvenience. He indicated they don't give discount until project done. I asked that he talk with his boss. This was last Tuesday. (9/17) As of 9/24 I have not heard from ********. I called ***** today and ask her to call me back or have ***** call me, but I never received response.

  

  Business Response

  Date: 09/25/2024

  Thank you for reaching out. I understand ***** has been in contact with you to discuss next steps and she will continue until completion. We are working on a timely resolution. Thanks again for your feedback.

  Customer Answer

  Date: 09/25/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/23/2024

  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.

  March 7, 2024 Sales presentation Signed up for $5,000 on a credit card and $11,500 through New Bath Today financing Asked sales *** to cancel order due to no follow up in approx 7 weeks. April 22-23-24 Installation began, was told it would be completed in 2 days. Was not complete after the end of the third day. - see attachments for more detail on my complaint and names, dates, details.

  

  Business Response

  Date: 08/28/2024

  Thank you for allowing us to respond to your understanding of the work and contractual agreement. On 3.6.24 ****** and ******* ******** entered an agreement to have a new 32X60 Kohler/ Luxstone bath installed. $5000 was paid as a down payment. Leaving an unpaid balance. The demo and install was completed in 3 days. (there is no contractual stipulation on the install time) We then sent a crew out to lower the trim kit as desired. The customer now has a a beautiful install but has refused to pay the balance due. Our installer was informed by the customer at the time of install that she did not intend to pay for the installation or would demand steep discounts. She also made it known on 5.30.24 that she prefers to try to get the job at no cost rather than work out any issues they have. There was no breach of contract on New Bath Todays part. The customer has the install they signed for but have not paid the balance that is owed. Thus, a lien was placed on the home. 

  Customer Answer

  Date: 09/17/2024

  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.]

  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. 
  For your reference, details of the offer I reviewed appear below including 2 new PDF attachments. 
  Complaint#******** 9/13/2024
  Please see/read/understand ALL documentation, photos, measurements, proof, and PDFs prior to responding.
  Better Business Bureau Complaint#********: Reply to New Bath Todays response on 8/29/2024 and the Better Business Bureaus questions:
  To assist us in bringing this matter to a close, we would like to know your view on the matter.
  *Has the company addressed the issue of the dispute? NO
  *If not, why? See new PDF attachments with documentation and proof 
  *Has the company met the agreement they outlined in their response? NO
  NEW BATH TODAY (NBT) did not address my original complaint.  

  I do not accept these inaccurate statements by New Bath Today.
  $5,000 was paid as a down payment. Leaving an unpaid balance.  See my original complaint and documents attached, providing information and dates when I signed up with **** bank to finance the remaining balance, at 10% interest, over 10 years.  My salesperson on 3/6/2024 did a credit application after the in-home presentation and I was approved with *********, their bank.  I later in March, after receiving the loan documents in the mail, signed up for AUTO BILLING and filled out and provided in my original complaint proof of that.
  We then sent a crew out to lower the trim kit There was never a change order, as stipulated in **** contract that is to be filled out prior to ANY Changes being done to the original order, after the original installation date.  Furthermore, there was no crew at my home on any date and no lowering of the fixtures, which I provided documentation in my original complaint with emails to *** on numerous occasions, requesting that and many other items to be fixed.  Items were never fixed to building code. 
  but refused to pay the balance due I signed up and was told by my salesperson that I could do financing for the remaining balance of the project.  He input my credit application while I watched, on his tablet and I was approved for the loan from GreenSKY on-the-spot on 3/6/2024 while in home sales presentation.  I also, as previously provided documentation from ********, input my bank information to have automatic payments taken out.  See original complaint and attachments for all the details, which were previously submitted. In my original complaint. 
   Our installer was informed by the customer at the time of install that she did not intend to pay for the installation Not correct, no proof or documentation. 
  New Bath Today states that I have a beautiful install that I refused to pay for. No documentation for this exists.

  
  Proposed Resolution to BBB Complaint Todays Date: 9/13/2024
  *Read BBB Complaint, supporting documentation and all PDFs attached to this complaint.
  *Acknowledge Contract is void.
  *Remove Lien.
  *$250 to Customer for Clean-up cost
  
  Both Parties to Acknowledge:
  *GreenSKY cancelled the customers $11,500 loan.  GreenSkys letter states the reason is that New Bath Today did not request funds from the loan and never completed the project.
  *New Bath Today never requested sign-off on a completed project from Customer.
  *********************** never notified Customer of any issues with GreenSKY loan.
  *New Bath Today failed to reply to Customers numerous requests, documented in Customer emails sent to the company on: 5/22, 6/8, 6/18, 7/2, 7/9, & 7/30/2024 to rectify the project and to complete it as ordered.
  *New Bath Today did not install project as ordered, outlined in Contract.
           
  "Clare County Community Development 
  *******************;
  ********************************************************** 
  Cell X** X** XXXX 
  
  To:        Whom it my concern & XXXXXXXX
  From:   Clare County Community Development  
  Address:  XXXXX XXXXXXXX  
  Date: 09/11/24 
  Re: Plumbing permit issue 
  
  Review of our records show that neither *************, New Bath Today, nor New Bath are registered to conduct business in *********************. They do not appear at **** at the state level either. It is our understanding that they were going to pull permits to do plumbing work at the above address and did not. At this time there is a dispute over the quality of the work. This is the second ******* complaint on these companies. Our research indicates they are out of *******. The problem at this time is our inability to go after them for violations when they are in another state. At this time all we can do is red-flag the above business names and notify **** in *******. They are responsible for contractor licensing.  
  XXXX XXXXX
  Clare County Ordinance Enforcement Officer 
  CC:  
  ******************************** and Regulatory Affairs, Lansing MI  
  
  ISSUE: ************** licensing entity that has no record for any of **** companies to perform work in homes.
  Abbreviations used:
  NBT * New Bath Today company, owned by parent company *****************, **, *** as ************, ********, New Bath Today
  BBB * Better Business Bureau of ************, *******
  My BBB Rep * My direct representative handling facilitating of my Complaint with the Better Business Bureau
  Sales Rep * New Bath Today Sales Person that did in home sales presentation 3/6/2024
  Local Regional Manager * New Bath Today Person who I was in contact via phone, text and in person to schedule the 2-day installation. 
  Customer Satisfaction Director * ********************** Person who I escalated my issues to when Regional Manager ignored me. 
  Crews * NON- New Bath Today employees who are subcontracted by the parent company to do the demo/work.  I was told that they are licensed and insured and include plumbers and installers so that everything involved in putting in a plumbing, tub, shower in a bathroom can be done in a day (in my case 2 days because of the demo of the existing fixture).  It is advertised and told to consumers the Crews are also Kohler Certified. There were 2 different crews, one was in a truck and trailer and the other came in a NBT Van. 
  Scheduler * New Bath Today person I believe based in *******, who I was told was my contact to schedule the installation.
  Original Complaint * #******** on 8/23/2024 Date I filed my original complaint with the Better Business Bureau against New Bath Today, after receiving an email from *** Attorneys 7/31/24, with lien placed on my house filed in *********
  Date of Sales Presentation: 3/6/2024: at home, was over 5 hours in length, including a high-pressure discount to sign up and a financing option through their preferred bank, GreenSKY to pay for the bathtub/shower cost of $16,500 over 10 years with on the spot approval, at 10% interest. *** Sales used a tablet presentation of the selling points, promises verbally explaining their policies, guarantees, licenses, certificates and insurance installation timeframe guarantees and luxury materials, etc. Every single person who walks in your home is licensed and insured with New Bath Today, didn't your previous contractor guarantee and promise all of this with his price? is a direct quote from the *** Sales Rep.
  Original complaint, PDF Posted on 8/23/2024 including:
  BBB contract forms.pdf
  BBB complaint letter.pdf
  BBB REBATH quote.pdf
  BBB NEWBATH 1 day install.pdf
  BBB Emails Lien on house.pdf
  And, New documents/evidence attached PDFs today: 
  BBB 9 11 24 *************** Officer .pdf & BBB 9 17 24 Evidence.pdf 

  Customer/My numerous email requests sent to New Bath Today and shown in the attached PDFs along with photos on: 5/22, 6/8, 6/18, 7/2, 7/9, & 7/30/2024, were never addressed by New Bath Today.  I never received any correspondence from them regarding any of my documented issues after this was received from NBT on 5/30/2024.  The next  correspondence was from their Law Firm, shown in attached PDF when they emailed Customer/me an unsubstantiated Lien on my home on 7/31/2024.  Nothing was included to prove their claims that $11,500 was unpaid and I have included extensive info on my added pdfs today, along with documentation from ************, ******** and ************* that document the work was done without permit and I signed up for autopayment of the loan in the amount of $11,500 from their bank and they never requested funds (because GreenSKY says, the project must be complete in order for New Bath to request funds).  The Loan was closed by ************* due to this, see email and PDF from GreenSKY 7/31/2024.  
  "May 30, 2024 12:30pm 
  From XXXX NBT Customer Experience Director
  To: XXXX Customer/Me
  XXXX Customer Name, 
  Your request will be sent to our Executive Team to review.
  Signature, XXXXX NBT Customer Experience Director "
  
  
  Regards,
  
  ****** ********

  9/17/2024

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

  
  

  

  Business Response

  Date: 10/14/2024

  Prior to Ms. ********* complaint, we had done everything we could to make her happy. The crew that originally performed the work on Ms. ********* bath system was particularly taken aback by her post-installation complaints suggesting she seemed happy with everything and even gave them each $20 (see attached memorandums from our lead installer). But in the interest of goodwill,we negotiated discounts. We offered to send a master plumber to inspect her well and water heater to address her water pressure concerns. We offered to send another crew out to lower the trim kit as she requested and replace the panels to accommodate the lowering of the trim kit. The appointment was set for 6/1/2024.Instead, Ms. ******** would later send a notification to our Director of Customer Experience suggesting she would prefer to leave as is and have no additional financial responsibility for the work done.  Plus, refund her $5k deposit.
  

  As it relates to the change order, our contract states, New Bath may perform additional work or provide additional materials subject to additional payment from the Customer. If so, New Bath will submit a Change Order to the Customer for review. If the Customer signs said written Change Order, that Change Order will become part of this Agreement. Following the discovery of any unforeseen event, circumstance or condition, New Bath may request that the Customer execute a Change Order As implied above, change orders are typically necessary prior to or during an installation when the scope of the project changes. They arent necessary for service requests or to address post-installation concerns. Furthermore, we did not request any additional payment. Only what we are owed.
  

  Finally, we understand the allegations Ms. ******** presents related to our licensing. To the extent something needs correction, we will address it. In the meantime, we encourage Ms. ******** to reach out to our attorneys who have made several attempts to contact her regarding settlement.

  Customer Answer

  Date: 10/31/2024

  Ms, *****, last week you agreed to give me until this Wednesday to do a bullet point of a summary of my 77 pages of documentation against new bath today and their gross negligence failure to finish the project illegally etc here are my bullet points simplified as promised: also as you've been notified and I can scan a letter I have been hospitalized for the last 7 days and I'm just returning tonight. 

  Demands from Customer:

  1- remove illegitimate lien placed by New Bath Today lawyers on home at ************************************************  Remove lien immediately as lien was placed without cause, with job incomplete, a long with safety hazards and no permit or inspection as required by **********************  Loan was approved for customer by **********************'s bank, Green Sky on March 6, 2024 for $11,500 customer also set up automatic payment for loan so there is absolutely no grounds for this lien. 

  2- refund $5000 to original credit card. Charge was made on March 6, 2024 under duress, when new bath today sales pressured for a fraudulent signature in order to secure immediate financing and a small discount:  customer to sign for cardholder, fraudulently.  The signature was not signed for by cardholder.  New bath today advised customer illegally to sign for another person. This charge also needs to be refunded to the original card holder due to the project never being completed. See documentation from the August and September BBB replies and posts. 

  3- $250 to customer for the removal cleanup of dangerous, jagged metal plastic and metal shards in yard that were blown around all over the quarter acre property by new bath today installers, where children and pets play.  If the results are not in by November 4th we will request 10,% interest based on June July August and October.

  4- New bath today may come and retrieve materials such as the ones they installed so far: which were incorrect,  not to order, do not function properly, documented by the extensive 70 to 80 page PDF and documents on this BBB complaint, and substandard parts.  The date they can come to retrieve the materials is November 4th, 2024. After this date new, permitted and licensed installers to replace the entire project. If the demands are not met outlined in this final Better Business bureau reply, customer may seek lost daily rate from not being able to use the ****** rental due to safety hazards especially the ones that are not up to code and could cause a safety hazard by being used by a renter so the daily rental rate will be calculated.

  Should new bath today neglect to resolve all issues and demands by November 4th 2024, a daily list rate of $79 a day from the final day that new bath today came out to work on the project last, plus 10% founded interest through the date of payment. If all other demands are met by November 4th, no lost daily rate will be sought.

  Should new bath today decide not to retrieve their materials by Nov 4, 2024, they will reimburse customer $1,000 towards removal no later than November 10th 2024. 

  See over 75 pages of pictures emails text messages documentation and proof from ************* regarding the Better Business bureau complaint and demanded resolution.

   

  Thank you for taking this matter seriously and advocating for this platform to be a resolution for the customer not something for the company to hide behind where they have their dirty lawyers try to pressure persuade lie and strong arm the consumer when the consumer did nothing but believe the entire process that was told to them. Nothing close to what was sold was received the project was not finished and I fulfilled all of my duties documenting everything and I would like to be made whole again by November 4-10th and no later.

  Sincerely,

  ****** Ledwidge 

  

  Business Response

  Date: 11/21/2024

  Per the GreenSky account screenshot I provided in an email to you last week, her account is "blocked." As such, we cannot initiate any transactions against the account. Ms. ******** will not only need to call GreenSky and "unblock" the account but also notify NBT that it is open again. And once we process the transaction, she will need to approve it via text or email, whichever vehicle GreenSky sends transaction approval requests to her. 

  Not sure what is needed here, but once we learned Ms. ******** did not intend to pay and rejected any offers we made to "make things right" in her eyes, I contacted our attorney and asked that they file a mechanics lien on her home to protect our interests. This is common practice in the construction and remodel industry. She has been encouraged on multiple occasions to contact our attorney to discuss and settle, but continues to ignore.

  Ms. ******** signed an addendum on 3/26/2024 to change the color of her fixtures from matte black to polished chrome for which we discounted her project $200. Based on the post-installation pictures she took, it appears the barre installed is a different "sheen" than the other fixtures. After speaking with our production team, the barre installed is ******** version of polished chrome. As a result, there is nothing New Bath can do to remedy the situation. It's important to note that this is not a grab bar. It is a barre and it serves as more of a shelf, not as a safety feature.

• Initial Complaint

  Date:08/12/2024

  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.

  Hired New Bath today in June to install a new walk in shower (Kohler Lux stone system) They quoted me a price of $16000 and $1500 of that was to do the demo, but after some investigation in the crawl space with some rotting wood I chose to hire a contractor to complete the demo and install new ************* joists , New bath told me they could only refund $500 of the demo price even though they did not perform any that work. Also I paid for the Kohler Lux stone system and was giving a different product and told it was just as good..?? Not what I paid for I chose ****** for the trusted name.They started this project the end of June and finally finished the end of July , I took multiple days off work to meet the installer ( this is my second home 3 hrs. north of where I reside) due to not having the correct hardware / the wrong size doors ( that was 3 separate trips). During the second time they tried to install the doors the installer damaged the wall and window in the bathroom. It was agreed that they would reimburse the cost to get the repairs done $400. It is now the middle of August and I still haven't received a call or a check from them.

  

  Business Response

  Date: 08/12/2024

  Mr. ******** Thank you for reaching out. It is my understandimg our Director of Customer experience has been in contact with you extensively. I'm advised that we have cut a check to cover the repairs to your walls and window. We apologize for the damages and are glad to make it right. That check was sent and should be received shortly. A different pan and doors had to be supplied as both were custom sizes Kohler doesnt carry. However, they are of equal quality and are backed by our limited lifetime warranty, the same as the Kohler products. I have reviewed the notes and pictures and it looks like you now have a beautiful install. While I'm sorry for the door delay, it looks like the finished product is first rate. Please contact our Director of customer experience if you have anymore questions or concerns. Thank you, of course, for your business.

  Customer Answer

  Date: 08/13/2024

  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. 

  
  My only issue left with them is why should I have to pay for a service and a product that was not provided ??  The demo of the project and the Kohler CleanCoat+ glass coating on the doors. 

  I have spoken to ******** yesterday, And I was told they would see what they can do... 

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

  
  

  

  Business Response

  Date: 08/20/2024

  Mr. Monarch, 

  New Bath Today has offered $1000 toward the approximate $1500 demo. $500 was already discounted off the install price and another $500 has been offered. $400 was given to repair the walls and window. The custom door that was installed doesn't have Kohler's standard CleanCoat technology but is substantially more expensive than the Kohler door of similar dimensions that would not work in your space. If we installed a cheaper door we would refund the difference. With that, if you accept the offer made, we will gladly send you a check for $500. Thank you.  

  Customer Answer

  Date: 08/21/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2024 we contacted New Bath Today and met with their sales Rep ********* Initially, their price for rebuilding a shower downstairs and replacing a tub upstairs was $48,000. We told him that was more than expected, so he lowered the price to $32,000. We signed the contract and were told they would contact us when the materials arrived. Due to scheduled travel on my part, installation was set for April 2024. Over the next few months we received 3 phone calls to review the materials ordered. The third call was finally correct.When the installer arrived, we were told the project would take about 4 days. During the install of the downstairs shower, a panel of material broke and needed to be replaced. The installer said he would need to go to ********* to get a panel. The upstairs shower was finished and we were told not to use it for 24 hours. When we did use it, the water splashed out from around the doors and got the floor wet. We were told that would be corrected. We called ****** and he came out to inspect it. He agreed and said someone would be out to "fix" this. Nobody came out until the installer returned to finish the downstairs shower the following week. When they installed the doors downstairs, we noticed that they didn't match the upstairs. We were told that it was because ****** didn't make the size needed for downstairs. The doors were so warped that they couldn't be closed. New doors were ordered (another trip to *********) and two weeks later, they were installed along with changing the upstairs doors to stop the leaking. I went out of town for a week . When I returned, I found the doors still do not close properly and the handles hit when closed. I have complained again and they reordered new doors and hardware, but it will take another week. It is now 2 months' after the original completion date. New Bath Today has offered a 1K refund but insisted that I agree to not take any other action. I declined their offer

  

  Business Response

  Date: 06/21/2024

  We sincerely apologize that you have been inconvenienced with additional appointments to address the shower door concerns.  We have contacted our glass manufacturer and voiced our frustration with the glass coming in flawed.  As you mentioned, we have reordered the material and will be reaching out as soon as it is received to get this corrected for you. 

  Customer Answer

  Date: 06/21/2024

  The company's response is all well and good, however, they don't know when the materials will arrive or when they will be able to complete the job. This project was supposed to be completed in April and as of now, the shower is not safely usable. 

  

  Business Response

  Date: 06/28/2024

  The material is to be delivered next week. Once it arrives we will have it inspected and call to schedule. We understand that this is an inconvenience but you should be able to safely use your shower in the meantime. 

  Customer Answer

  Date: 07/01/2024

  Two weeks later they have done nothing. New Bath Today called on July 18th to say they were handling the problem. They would order new parts and get the issue resolved. No further contact from them and my calls go to voice mail. At this point I will contact ****** and file a complaint with them also.

  Customer Answer

  Date: 07/02/2024

  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.]
  While the Company is still working on the issue, this is the third time these doors will be replaced. This project has been delayed due to materials breaking and parts not working as they should. They have been paid in full because I was led to believe that the issue was minor and was just an adjustment. Both showers have had major issues and required repair. Their representatives have agreed to "fixes " that they never provided ( i.e. fixing leaking doors) When I inquired about some sort of refund for the number of times they have had to come out and the days I have been inconvenienced, the office staff said they could only offer $1,000 (less than 3% of the project cost) but  I would need to sign paperwork agreeing to not take any further action against them. I don't think this is enough.
  Regards,
  
  *******************
  

  

  Business Response

  Date: 07/08/2024

  We do understand your frustration in this matter as it is not efficient for us to continue to return to a property due to flawed materials. While you mention no fix was taken for the shower doors that were allowing water to escape.We did replace them with an upgraded door at no additional charge. Unfortunately, the glass panels came in warped. At that point we reordered and replaced them again. The shower glass panels have been replaced and now work as they should. We truly apologize, this has been such an inconvenience for you and you feel our offer was unacceptable. We do hope that you are now able to enjoy your new showers and keep in mind you do have a lifetime warranty should you need anything else. 

  Customer Answer

  Date: 07/08/2024

  istanceBetter 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. 
  
  [While New Bath has finally completed the installation of two showers, they still have not resolved all of my complaint. The showers do not have the same finish (one is chrome, and the other is satin.) They failed to finish the caulking around the downstairs shower. At this point I would rather finish the small thing myself and I can accept the different finishes rather than have them come back again. They offer an apology for the time it has taken them but insufficient monetary compensation. I think a 10% refund would be more appropriate and acceptable. In the meantime, I have contacted my lawyer. Thank you for your assistance.
  Regards,
  
  *******************
  

  Customer Answer

  Date: 07/11/2024

  I appreciate your working on this and realize you can't force the company to "make good" on their promises.  I thought you would like to know we have contacted ****** directly and they have indicated they Do Not offer a "lifetime" warranty on all items, only specific products. ****** said that if the New Bath is offering a lifetime warranty, it must be by them, not Kohler. They are going to research the company and try to find out if and how New Bath can be making this claim and will get back to me. It seems that New Bath is very good at giving the responses that appease the investigators (you), while not really addressing the issues. Thank you again for your work on this. 

• Initial Complaint

  Date:06/03/2024

  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.

  Installation of shower conversion completed on 5/22/2024. Waited to use the shower for the recommended 24hrs. Attempted to use the shower 5/23/2024 and the shower pan backed up almost to overflowing in 3 minutes. The pan took 10 minutes to drain.There was no backup of the drain when the tub was in place prior to the conversion. Called New Bath Today that evening, and said they would refer to service in the morning. I received a call from the service rep on 5/24/2024, who stated it was a clogged drain. The drain was not clogged before the conversion, and at no time during the 3 days of installation did the installer inform me of a clogged or slow moving drain. He then said it would be "sometime after the holiday" before he could get any one out to look at it. He did not give a specific day or time. I was very surprised to get a call on 5/29/2024 asking how the service call went and if the issue was resolved. I left a message stating that it was not resolved as I had not been informed as to the date and time when someone would be there. Attempts to contact the service rep on 5/30/2024 have been unsuccessful as my calls go to voice mail which is cut off after 2 seconds. I want the drain fixed so that I can use the shower that I've paid for.

  

  Business Response

  Date: 06/05/2024

  We sent out a plumber to assess this customers drainage concerns. The plumber reported back that there was a build up of a black sludge material in the plumbing lines (shown in the attached photos). This seems to have been a preexisting issue prior to our installation. It may have gone unnoticed since there was a bathtub in place prior to the walk in shower being installed. Due to this happening in the same time frame as our installation we have covered the cost of having their plumbing lines snaked and jetted.  We do apologize for any frustration you may have experienced and we are happy we could assist in resolving the issue. 

  Customer Answer

  Date: 06/05/2024

  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. 
  
  I appreciate *******'s efforts to resolve the matter quickly.

  Regards,

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

• Initial Complaint

  Date:05/31/2024

  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.

  On October 30, 2023, we contracted to have our guest and master bathrooms re-done with Kohler shower/tub representative New Bath Today. To date, they have torn out the existing bathtub and surround in our guest bathroom and have not returned to finish the job or refund the deposits totaling $4,000. They are unable to obtain a 54" tub to replace the one they removed since they cannot fit a 60" tub as contracted in the space.I want my bathroom put back together and a refund of $4,000.

  

  Business Response

  Date: 06/07/2024

  We are currently working with the customer to determine what materials will suit their needs and the space available. Once we have come to an amicable solution we will update the response accordingly.

• Initial Complaint

  Date:02/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 30, 2023 we spoke with a rep. from New bath Today about a bathtub/shower upgrade. The rep. took our info and we did an e-contract. We did not hear from the rep. or New Bath until Jan.2024 after I tried to contact the rep via text about a change in the door vs curtain. I heard nothing back from the rep until I tried to call the rep and then the office where I left a message. Finally I received a voice message from a different rep saying she was now our case worker and would like to talk. Our problem here is a lack of communication from the ********* original rep said the job would probably be scheduled the end of ********** new rep said our materials were on back order so the delay would be even later. Without any communication for such a long time, we sought a price for the job from another company and found their products and prices to be much less. I forgot that I had signed anything with New Bath since it was all done electronically and I had no paper in hand to refer to. After calling to cancel with New Bath, suddenly one of the managers is handling our order and reminded me I had an email contract and the cancellation time had passed with a fee. We have decided to pay the 20% cancelation fee and remain with the new company inspite of paying a fee simply due to the lack of contact we have experienced with New Bath. We hate paying the fee but do realize the e-contract is binding. What is NOT binding with New Bath is their concern with communicating with their customers. The least this company should have done was to contact us in Nov and again Dec to give us an update on our materials and job. We feel New Bath lacks genuine concern for their customers. We don't want others to experience this 'ghosting' like we have. Also, sending a copy of the e-contract would have helped in our case since we are retired, in our 60's, and are more familiar with actual paper in hand. This no excuse, just a consideration.

  

  Business Response

  Date: 02/14/2024

  We have spoken with the customer and all matters have been resolved. 

• Initial Complaint

  Date:12/03/2023

  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.

  $4,100.00 paid with a balance of $12,414.00 due.I purchased the Kholer shower system because I hoped it was a quality product. The lack of attention to detail by the installers may it look cheap. The shower head fitting leaks. The cover over the hole for the shower head is not flush with the wall, there is a gap at the top. The water control handle is slanted and not vertical. The contractor cut the tub in half and cut through the plywood subflooring across the seam. This allowed the plywood to flex down with pressure applied. The contractor then supported the subfloor by covering it with a piece of particle board. When this particle board get wet it will swell, buckle and twist. The potential for this system to function as designed has been severely compromised. This particle board should be replaced with plywood. I can not rest do to the fear of knowing this particle is going to damage my shower. 9A lack of respect for my home was displayed when they set their tool boxes and tools on my vanity that had just been installed. I had to tell them to use something to protect the top. This install began on November 8, around 8:30 a.m. I was called a week later to schedule a time for the evening of November 22. Then the scheduler called back to change the time to that morning. The contractors called around 3:00 p.m. to say they were coming to complete the install. That late in the day I had to prepare to leave town for Thanksgiving. It is now December 4 th and I still don't have my shower installed. Because of this, I feel this is a substandard product and this is a poor way to run a business. I will not use New Bath Today again and I would not recommend anyone else use it.

  

  Business Response

  Date: 12/12/2023

  It is never our intent for a valued customer to feel that they have been wronged or disrespected. The material used for the subfloor is water resistant OSB not particle board. We have attempted to return to make the needed adjustments and install the shower door.  We have also attempted to reach **************** multiple times by phone, text, and email with little to no response. We have even offered additional solutions to please the customer and he has yet to respond. I have added screen shots of the email chain attempting to resolve this issue. I am not able to add screen shots of the text conversation due to data limits. 
  

  

  Business Response

  Date: 12/12/2023

  I have added the images from the text log. There are three additional messages that I sent to **************** with no response. 

  Customer Answer

  Date: 12/13/2023

  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.]

  My issue is more with the floor material. The other issues have to be addressed also. 

  The communication log only show one with time and access. Whereas the other may not have either for periods of time. I am available now but I don't know too many people who advertise when they are out of the country. No one should ever tell especially when they're inaccessible. There are too many disgruntled people in the world. 
  

   There were obligations that could not be postponed. I had hoped to have the shower system completely  installed a month ago.
  

  It is advertised as being installed in as little  as a day.

  An email to ******* some time ago.
  

   Hi *******, I will be unable to call so our communications will have to be via email. 
  

  I am an Army Veteran who has been in stressful situations. Situations where you knew they were going to get serious and fast. The worst part was the anticipation, waiting for the inevitable. This is how I feel now.  
  

  This shower is expensive and I expect a quality product, all quality materials and quality service. I feel as if I have not received any of this. 
  

  I have had a water line rupture in my home before. By the time the water was discovered it had spread to three rooms. The floors were exposed to the plywood and dried with no adverse effects. But now I have to wonder when will this strand board in my shower be effected. One of the reasons some contractors use it is because it's cheaper than plywood. There  are some adverse properties associated  with the product when used as flooring. When used in high moisture areas such as the laundry room, kitchen and especially the bathroom. The moisture and temperature are constantly changing. Some contractors say strand board will swell up to 50%, overtime the peices come apart and the board will broke under pressure.
  

  Contractors should be held accountable for betraying the trust of the customer and their employer. You are trying to pass the eventual failure of this product onto the customer. By doing so, the contractor has tarnished the reputation of New Bath Today as well as that of Kohler Corporation. 
  

  My home may not be a multimillion dollar home. To me it is and those who enter should realize you only get one chance to make a first impression. By disrespecting my home, I was disrespected. These contractors are no longer allowed in my home. 

  A referable business would try at all cost to make the customer whole.
  

  I need the model number for the shower and the base .

  What I feel as a minimum to resolve this issue.

   Remove the existing shower and replace with a new shower.  The old shower will be damaged during its removal. The shred board removed and replaced with plywood and a waterproof material. For a total of $12,000.00   
  

  These prices reflect compensation for my time waiting for the installation, my mental stress resulting from this ordeal and the cost to have someone refinish and paint the walls.
  

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

  
  

  

  Business Response

  Date: 12/13/2023

  The email that **************** has shared and stated that was sent some time ago was sent on 12/11. I am unsure why we are continuing to work this out on line. We have sent **************** a couple of options to resolve his concerns and we are just waiting on his response. 

  Customer Answer

  Date: 12/14/2023

  ******* and I have agreed that New Bath Today will,

  1. Replace the existing shower with a new one. 

  2. Add shower doors 

  3. Remove the strand board and replace it with 3/4" plywood 

  4. The total cost of $12,000.00

  

  Business Response

  Date: 12/14/2023

  The previous message has already been agreed upon between both parties via email communication.

  Customer Answer

  Date: 12/15/2023

  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. 
  
  
  

  Regards,

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

  Customer Answer

  Date: 12/15/2023

  Please leave the complaint open. 

  New Bath Today is scheduled to complete all work on the 21st and 22nd of December. If there are any additional problems, they can be added to this complaint. By allowing a little more time before closing this out, I can make a better assessment. 

  Customer Answer

  Date: 12/26/2023

  My complaint was resolved on December 21, 2023 to my satisfaction. 
  
  It is my opinion that this company put money over the quality of anything. I have felt intimidated and bullied by the prior offers made to resolve this issue. I personally think a blind eye is turned on the quality of their contractors work. It's as if the contractor is not held accountable and the burden is planned on the consumer. 
   I do not feel as if the customer is valued at all. 
  I will never do business with New Bath Today again and I will not recommend them to anyone.
  
  I am a very dissatisfied customer. ...

• Initial Complaint

  Date:11/28/2023

  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.

  This company had an ad and I was interested until I realized it was not for my state. They call me st least 3 times a day and have called up 20 times a day. I blocked them but they call from all different numbers I them have to block. They harass you once they get you number. I just want it to stop. They need to stop contacting me. It's beyond ridiculous.

  Customer Answer

  Date: 11/28/2023

  Here is more of the call log from the company 

  

  Business Response

  Date: 11/28/2023

  Please accept our most sincere apology. There must be some sort of an error because we do not show that you have been contacted excessively like you had mentioned. We can add you to the "DO NOT CALL LIST" and no longer attempt to get you the information you requested. We do service your area, if you should be interested in the future feel free to reach out to us. Once again, we do apologize for any inconvenience or frustration this may have caused you.