Complaints

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

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  Bath & Cabinet Experts

  4011 Vincennes Rd Indianapolis, IN 46268-3008

  
• 

  Bath & Cabinet Experts

  7875 Palace Dr Cincinnati, OH 45249

  
• 

  Bath Experts

  3811 Superior Ridge Dr Fort Wayne, IN 46808

  
• 

  Bath Experts LLC

  1051 Floyd Dr #190 Lexington, KY 40505

  
• 

  Bath Experts, LLC

  5399 Lancaster Dr Ste 12 Brooklyn Hts, OH 44131

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/28/25 I placed a new shower order with Jacuzzi Bath Experts. **** *******, salesman, **************************************** He said if I had any changes, email him. Next day 4/29 I emailed him to upgrade to marble walls and change seat color. Company emailed me a DocuSign describing the upgrade and added charge, but the price of the whole job before the upgrade was $12,654 ("original contract price") instead of the $16,400 price **** ******* charged me. I gave **** a check for half that amount, $8,200, on 4/28. I worry that **** ******* overcharged me and that the DocuSign document attached with the original price of $12,654 is correct. Called **** ******* regarding the price discrepancy; he told me the original amount of $12,654 was an error. Asked **** about the "no installation fee" deal advertised; he said I got that. But he never referred to "no installation fee" in our discussion. Did he take advantage of me because I was a woman alone and I said we needed the shower because my mom was coming home from a nursing home unable to walk? He asked me who else I had to talk to in order to decide (does that matter?) and I said my mother. My new project Manager Madaisha ****** is not returning my phone call ************. 5/6 I left a message for my new sales project manager ****** ************. Both had left voicemails introducing themselves. I want a breakdown of the pricing for my original project; salesman **** ******* did not give me one. emailed **** 5/6 asking for breakdown; he said ask ******. With original price discrepancy, who is getting an extra $3,746 per my salesman's quote? In a text screenshot attached, company says they can save me money--if that is that reflected in the $12,654 DocuSign they emailed me, I want that original price plus the cost of my upgrade for marble style walls. I think the original price should be $12,654 or they would not have emailed it to me in a DocuSign document after telling me they could save me money.

  

  Business Response

  Date: 05/16/2025

  On 5/7/25, I spoke with ***** to advise that her contracted price of $16,400 is the correct original price for her project. 

  
  We work diligently to ensure that we offer fair and competitive prices to our customers, regardless of their gender or any other factors. 

  
  ***** requested that we make a few changes to her contract. The representative who created a Change Order for her mistyped the original contract price; however, the Change Order Notes stated that the new balance will be $9300 through check/ACH and due upon substantial completion of installation.

  Per the customers contract, her deposit was $8,200. The change that was requested was an additional $1100. The balance due is now $9,300, the contracted outstanding balance of $8,200, plus the extra amount for the wall change. 

  
  We apologize for the mishap and inconvenience that this may have caused; however, there was nothing malicious that was done to our customer, ***** ********. 

  If she has any further questions or concerns, she can reach me at ************.
  

  Thank you, 
  

  **** ******

  

  Business Response

  Date: 05/16/2025

  Change Order - Updated

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/18/25 CM  Consumer saw an advertisement on *********  They responded to his request for more info.  He made an appt and they came to his home and sold a bathroom remodel and gave him a brochure, with no interest on the loan.   Consumer gave a $1000 deposit.  Within 2 weeks consumer developed a medical issue and needs to sell his home and doesn't need the bath remodel.  At that time he called the number on the pamphlet *************) and it was out of order. He tried a few times with the same result.  Consumer found the salesman's cell number, left a message and did not get a call back.  Consumer found the HQ's phone number and talked to a woman who said she would mail him back the $1000.  While waiting for the refund, he learned the loan had been bought by a finance company, which he doesn't not know the name of so he was told he would not get his deposit back.   It has been 3 months and has not received the money back or communication.  Consumer states he is 89 yrs old, and will be moving.  

  

  Business Response

  Date: 03/24/2025

  Thank you for bringing our customers concerns to our attention. 

  
  On 12/20/24, Mr. *** ******* signed a contract with Bath Experts.

  
  Mr. ******* applied for financing with Service Finance to pay for the majority of his project, and he made a deposit of $1000. 

  
  Mr. ******* contacted Bath Experts on 2/7/25, to advise that he would like to cancel his agreement with us, due to an illness. 

  
  Per the agreement that Mr. ******* signed, the Right to Rescind period is three business days after signing the contract.

  
  Per the agreement that Mr. ******* signed, the cancellation fee is 15% of the contracted amount and all expenses Bath Experts has incurred to date. 

  
  Mr. ******* cancellation fee is $4,451.98. However, we negotiated with him due to extenuating circumstances and advised him that we would accept $1000 for his cancellation fee.  

  Due to his contract, which is attached we will not refund the customer his cancellation fee. We have also advised that we will be more than happy to install his project if he would like, otherwise, there is a cancellation fee associated with cancelling his project. 

  The telephone number ************ is the telephone number for our Customer Experience Team. I have spoken to Mr. ******* multiple times, and he has called this number. 

  If Mr. ******* has any further questions or concerns, he can feel free to contact me at ************. 

  Thank you. 

  
  

• Initial Complaint

  Date:03/12/2025

  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.

  In November of 2023 We had a remodel of our main shower done by the Columbus Ohio unit of this company.> The original install had the incorrect caulking and squeak around the drain. Also the base pan is unsafe as when water and soap is on it it is very slippery. They came out and re caulked the base. > Within 2 months the base showed mold. They came out and did a partial job.> Within 2 months the mold appeared again. They came out again and re caulked the base again.> Again the base has mold.We have contacted the business numerous times at trade shows plus phone calls. They don't seem to care.1. The local install manager has never been to the house to see the problems.2. I have documented each situation with photos and no results. Photos 3. The drain area still creaks.4. We have never seen any qualified technicians as they do not last long.5. It appears they have no training.6. We have been waiting since January for the latest complaint to be corrected.7. We are still paying the finance company for this shoddy installation.we are seeking a correct installation with Jacuzzi qualified technicians.Also $1000.00 for our aggravation for doing all the leg work.

  

  Business Response

  Date: 03/24/2025

  Thank you for bringing our customers concerns to our attention. 
  Mr. ***** St Clair signed an agreement with Bath Experts on 10/5/23. On 11/15/23, one of our most tenured installers installed his project. 
  His project manager contacted Mr. St Clair on 11/20/23 to inquire if he had any questions or concerns about his installation. 
  He advised that his shower pan was slippery and that it had too much give. 
  Bath Experts does not manufacture shower pans; however, we do inform our customers that the shower pans we install are moldand slip-resistant. 
  We sent Mr. St Clair three shower mats free of charge. One of the mats was not aesthetically pleasing to him.  
  His original installer went to his home for a service call, and **** ****** has contacted Mr. St Clair multiple times to schedule a service with him. 
  Mr. St Clair has a lifetime warranty, and we will be more than happy to continue to uphold the integrity of his warranty. 
  We have advised Mr. St Clair that the Operations Manager will come to his home and will be more than happy to remove any silicone or caulking that may have mold on it. **** advised that when he spoke to Mr. St Clair, he informed him to simply let him know a date and time to come out and resolve the issue. Mr. St Clair has not been responsive. 
  Our contract, which is attached, does not state that if a customer has an issue, we will compensate them. We will, however, fix or repair what is under warranty. For this reason, Bath Experts will not refund the customer for aggravation. 
  If Mr. St Clair has any questions or concerns, he can feel free to contact the Director of Customer Experience at ************. 
  Thank you. 
  
  

  

  Business Response

  Date: 03/24/2025

  Please see the following attached items. 

  

  Business Response

  Date: 03/24/2025

  Please see the attached items. 

  Customer Answer

  Date: 04/03/2025

  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.]

  The company has failed to contact me in any manner.
  
  Regards,
  
  ***** St Clair

  
  

  
  

  

  Business Response

  Date: 04/08/2025

  Thank you for informing us of our customer's concerns. 

  The Columbus Operations Manager went to ***** St. ******* home on 4/4/25. 

  **** advised that he will go to the customer's house again on 4/11/25.

  The Operations Manager will remove all of the silicone that has mildew and soap scum on it, and re-silicone the areas of concern.  

  He will attempt to address the concerns of that the customer has brought to his attention in regards to his pan. 

  Please do not hesitate to contact me if you have any further questions or concerns at ************. 

  Thank you, 

   

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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 had Bath Experts come because of their no interest for 12-months commercial. The Loan was activated 1/27/24 and they installed in February/March. Right away the doors were cheap. I couldn't clean them because they were so flimsy and felt like they would break. We had to have them come back three times over the year and just had he third set of doors put in recently. I was happy with the doors, but the caulking did not look good. My husband said it was because it was still wet. That was not the case but I was going to "put up with it." We absolutely were planning to pay it off in a year which would be this month. I went to pay for it today (1/6/25) and was told the payments we had been making all year were just for interest. When they said we didn't get the 12 months same as cash, I was shocked. We did discuss with the salesman to make payments and after 12 months, if it wasn't paid off, the interest would kick in and the loan would go to 15 years. We would not have paid for this for 15 years. We had every intention of paying it off in a year. Now after dealing with them for a year, we are being charged another $1,000 interest. No one, neither Bath Experts or ********* (loan company) will work with me. I would not recommend this company to anyone.

  

  Business Response

  Date: 01/14/2025

  Thank you for bringing to our attention the concerns that ******* and *** ***** brought to your attention. 

  ******* and *** ***** signed a contract with Bath Experts on 1/27/24 (attached). 
  
  When they signed their agreement, ******* ***** applied to finance his project. 

  GreenSky Finance company paid for the ******* project. 

  During this time, he agreed to a plan of 7.99% for 15 years (information attached)

  When I spoke to ******* ***** on 1/6/25, she informed me on a recorded line that she thought that they agreed to 12 months, Same As Cash, and if they did not pay off their balance to GreenSky within 12 months, they had 15 years to pay off their loan.

  During the conversation, I advised that there was a bit of confusion and that she was combining two different plans into one.

  ******** does offer 12 months SAC. However, that plan may not be ideal for all of our customers who choose to finance their jobs and qualify for that plan.

  They may need additional time to pay off their plan. Therefore, they choose to pay smaller incremental payments, and they choose 7.99% for 15 years. 

  During the conversation between ******* and I on 1/6/25, I informed her of all this information. 

  We completed the customer's installation on 3/5/24, as contracted.

  When we received concerns about their door, we upheld the integrity of their warranty as we are contractually obligated to do, and we are more than happy to do so. 

  ******** maintains their payments. 

  If *** or Mrs. ***** have any further questions or concerns, they can contact us, and we will be more than happy to assist them. 

  They can contact me at ************. 

  We will not give them credit because they are on their chosen GreenSky plan. 

  Customer Answer

  Date: 01/17/2025

  Issue is closed.

  Customer Answer

  Date: 01/27/2025

  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. 
  
  
  

  Regards,

  ******* & ******* *****

• Initial Complaint

  Date:12/12/2024

  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.

  I had a new shower installed to replace my old bath tub, doing construction my toilet was knocked loose from the floor and a bolt was missing that was holding it to the , I was told that their employees didnt do and I had to do it myself. I said that you dont want to except responsibility for your workers and drop it on the customer

  Customer Answer

  Date: 11/18/2024

   Bath experts **************. **********, **** ***** , I have spoken to 3 representatives on this matter, a lady named *******, ***** *****, and **** ****** whom she said she is the director of customer experience. All claims that the employees didnt do the damage. **** said that the employee told her that the toilet was loose when they started work, and yet no one came to me to address the situation. ***** was the leader on the job, and he talk to me daily about the job and didnt mention anything about a problem with the toilet being loose. He talked about how difficult the job was. **** also said that the employee said that they covered the sink and toilet with tarp but when I was there , the only thing cover was the entrance in the living room and the stairs leading up to the bathroom and not the bathroom floor or anything in the bathroom.

  

  Business Response

  Date: 11/21/2024

  Thank you for bringing our customer's concerns to our attention. 

  On 7/15/24, ****** ****** signed an agreement with Bath Experts to have us install a shower in her home, which is located at:
  

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

  On 11/4/24, Bath Experts installed ****** ******' shower, as contracted. 
  

  In the pre-installation photos, which are attached, the customer's toilet is covered, and it was not removed during the installation of the customer's shower. 
  

  ********************** does not remove toilets or install them.  
  

  When I spoke to *** ****** on 11/14/24, I informed him that his toilet was not stable and that the closet bolt was missing prior to our installers coming to his home. 
  

  He inquired why wouldn't our installers bring a pre-existing toilet issue to his attention, and I advised that our priority is to install his shower, and to maintain the integrity of the warranty on his shower, our priority is to not inform him of pre-existing issues inside of his home. 
  

  The installer spoke to him pertaining to any and all concerns about his shower. 
  

  *** ****** advised during our conversation that he would hire a plumber to fix his toilet. 
  

  If *** or Mrs. ****** has any further questions or concerns, we request that they do not hesitate to contact me at ************; however, we will not honor the request to fix their toilet because we did not remove their toilet during installation. 
  

  Thank you.

   

   

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  Please be advised that this company has not contacted me or my wife since I filed this claim, no one talked to me about my toilet being broken or loose before installation. This is all false, my sink and toilet was not covered during *************** steps and entrance to my house was covered, and yes I did say that I would have someone to come in to fix my toilet since they arent going to repair it. This company is lying and I will not recommend them for any jobs.
  
  Regards,
  
  ****** ******
  

  

  Business Response

  Date: 12/06/2024

  Thank you for bringing our customer's concerns to our attention. 
  
  When I spoke to *** ****** on 11/14/24, I informed him that his toilet was not stable and that the closet bolt was missing prior to our installers coming to his home. 

  
  He inquired why our installers wouldn't bring a pre-existing toilet issue to his attention, and I advised him that our priority is to install his shower and to maintain the integrity of the warranty on his shower; our priority is to not inform him of pre-existing issues inside of his home. 

  
  The installer spoke to him pertaining to any and all concerns about his shower. 

  
  *** ****** advised during our conversation that he would hire a plumber to fix his toilet. 

  
  If *** or Mrs. ****** has any further questions or concerns, we request that they do not hesitate to contact me at ************; however, we will not honor the request to fix their toilet because we did not remove their toilet during installation. 
  

  Thank you, 

  
  

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  This company has denied all allegations and has not talked to me about this issue, they also know that nothing can be done by the bbb and they could care less. All I can do is report this to the bbb and recommend for the consumer not to use this company for any reason. 
  
  
  Regards,
  
  ****** ******
  

  

  Business Response

  Date: 12/22/2024

  Thank you for sharing *** ****** concerns. 

  As previously stated, it is impossible to remove a closet bolt from an installed toilet without removing the toilet. Bath Experts does not remove toilets.

  Our installer informed us that the customer's toilet was not stable during the installation, he covered it and avoided it. We are more than willing to repair or replace any items that we are responsible for damaging, in this case we did not remove the customer's closet bolt from their toilet, therefore, we will not repair or replace it. 

  If *** or Mrs. ****** has any further questions or concerns, we request that they do not hesitate to contact me at ************.
  

  Thank you. 

• Initial Complaint

  Date:09/26/2024

  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.

  I have had issues with an install of a shower/tub combo from Bath Experts. The finish of the caulk is the primary issue. I have reached out to Bath Experts to have this issue resolved, and did not receive a satisfactory conclusion to the issue. Initially the issue was that there were both gaps in the caulk for the shower/tub and excessive caulk smeared on the shower/tub. When I was able to get in touch with customer service they scheduled an appointment for a caulk touch up. The same contractors that worked on the initial job came back for the second one, and only added caulk to areas I specifically pointed out. The excess caulk was not dealt with, and they did not do any inspecting of the rest of the caulk. I have left a review for Bath Experts in *********, **, on ****** with pictures of the issues.

  

  Business Response

  Date: 10/03/2024

  Thank you for bringing to our attention ***** ****** concerns. 
  Bath Experts in 100% dedicated to customer centricity and great installations. 
  We have acknowledged that we need to make repairs to the installation that was done for ***** ******. 
  Today, 10/3/24, the Operations Manger for Lexington went to ******* home to discuss next steps with her. 
  We will overlay her walls and replace the shelves in her shower, we will also ensure to take care of the walls in her bathroom. 
  We have ordered all of the material necessary to resolve the outstanding issues that have been brought to our attention. 
  I have attached Miss ****** contract and we will ensure to uphold the integrity of Miss ****** lifetime warranty. 
  If you happen to have any further questions or concerns, please do not hesitate to contact me at ************. Thank you.   

  

  Business Response

  Date: 10/03/2024

  Attached is ***** ****** contract with Bath Experts. 

• Initial Complaint

  Date:09/13/2024

  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.

  Shower installed by bath experts of ************* on August, 28th 2024. The company has been contacted multiple times about issues with the install. There was damage left from the install of the shower to a wall and ceiling in the bathroom. There is excessive caulking in one corner of the shower covering up a mistake

  

  Business Response

  Date: 09/17/2024

  Thank you for bringing our customer's concerns to our attention.

  
  ******* ******** signed a contract with Bath Experts on 7/3/24 (contract attached). 

  
  Bath Experts was contracted to install a Jacuzzi branded shower for ******* ******** in his home, which is located at:

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

  
  We installed the ********** shower as contracted on 8/28/24. 

  
  Bath Experts contacted Mr. ******** during his installation to check in and make sure that all was going well with his installation. He did not answer our call; however, we left a voicemail.  

  
  On 8/29/24, we spoke to Mr. ********* and he advised us of his concerns. We took his concerns seriously and scheduled a comprehensive service call for him on 9/6/24. Our employee was to assess the paint that needed to be touched up and an area of his ceiling that needed attention. 

  
  Mr. ******** spoke to a Customer Experience Specialist on 9/11/24, he advised that he would reply to an email with photos of his concerns. We sent the email as requested, but unfortunately, we did not receive a response (Copy of email attached). 

  
  Today, 9/17/24, I spoke to Mr. ******** and scheduled a service appointment for 9/20/24 at 9:00 am. Our installer is going to repair the areas of concern. 

  
  Our customer has a lifetime warranty, and we are abiding by our warranty; we will not be issuing a refund of funds because we have been responsive and are working to resolve all concerns that we have been made aware of. 

  
  If the ********** have any further questions of concerns, they can feel free to contact me at ************. 

  
  Respectfully, 

  
  **** ******
  Director of Customer Experience
  
  

  

  Business Response

  Date: 09/17/2024

  Please see photos of the damage that the customer is referring to. Thank you. 

• Initial Complaint

  Date:06/20/2024

  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.

  New bathroom installation was faulty, not as described. Site manager aggressively told me the job was fine after he inspected my complaint. **** was required after concern was brought to district level which involved additional time off. The job again was far from par for a new $12k installation. Additional home painting repairs required after supplies and equipment scraped ceilings. Caulking required which has already been purchased for repairs at seams. At no point did the site manager or district manager call or present on-site to inspect the job after second attempt. The job is still unfinished. The quality of the product is satisfactory, the installation x2 is inexcusable. Photos attached. Videos can be provided upon request.At minimum my expectation is a refund. This company is now costing me money. Im willing to cover cost of supplies only as Im having to face additional repairs to fix.As stated previously, the installation both times has not been professional and definitely not worthy of $12k

  Customer Answer

  Date: 06/23/2024

  The response from bath fitters is fitting to the installation.  Youve done damage to my property that is inexcusable.  Actually worthy of a small claims case.  Im simply hoping to cut ties and take a loss on both parties and not pursue this option.
  The cost to repair the damage will be included in claim if we are not able to reach resolution here.

  Thus company is no longer allowed access to my property and further damage.

  

  Business Response

  Date: 06/25/2024

  Thank you for reaching out to us in regards to ******* Mask's concerns. 

  Candace's husband, *************************** signed an agreement with Bath Experts on 3/10/24, (Contract Attached). 

  
  We were contracted to install a walk-in-shower, at **************************;home, which is located at: 
  
  
  ********************
  *************** IN 46804
  
  
  The first initial installation of ******************************* shower occurred on Tuesday, May 21st - Wednesday, May 22nd, 2024. 
  
  Our hope is for all installations to go smoothly however, sometimes complicated matters can arise, and Bath Experts works diligently to resolve issues as they come. 
  
  After ******************************* installation was completed, ******* Mask contacted Bath Experts to advise that she was not happy with the color of the silicone that was utilized for their installation. 

  We informed ***** and ******* that gray silicone is paired with the shower wall panels that they chose. They informed us that they would like to have white silicone, because that is the color silicone that they saw at a Bath Experts event. 

  We offered to re-do ******************************* installation with alabaster white panels and white silicone, because that is what is normally paired together. We educated ***** and ******* about which silicone is paired to which wall panels, and the fact that the wall panels that they chose will most likely not be esthetically pleasing with white silicone. 

  *************************** advised that they would like for us to re-install their shower, and to utilize all white silicone. We agreed to re-install the customer's project because they were not pleased with the silicone utilized, the re-installation of their shower was scheduled for June 12, 2024
  
  We were informed that the customer needed us to add trim to the bottom of their shower, we offered to come to their home to install the trim, and touch-up any areas of their wall or ceiling that could have possibly gotten damaged during installation. The customer declined our offer to repair the ceiling in their bathroom and the drywall that needed to be touched up. 

  They allowed us to drop off the trim needed and they did not want us to install it, (screenshot of SMS message included).

  Scott ******** did sign the post-installation checklist, and they did not note any unresolved issues. 

  Bath Experts has done our due diligence to ensure that Scott ******** has the shower we were contracted to install therefore, we will not agree to a refund.
  
  
  If *********************** has any further issues he can feel free to contact our ****************************** at ************.
  
  
  Please feel free to reach out to me anytime regarding this matter or any matter, and I will not hesitate to assist you. 

  Customer Answer

  Date: 06/26/2024

  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.]
  Im appalled at the response.  Yes the caulking color used was not presented at the time of sale.  They failed to leave out that the silicone was also not applied properly and the the installation base was placed in crookedly.  All of which I have photos of.  The site manager admitted on conference call the whole job needed redo.  2nd attempt, the caulking has gaps and is on so thick its rolled and smeared onto the panel.  The ceiling in the bathroom from 2nd install and down my stairwell has been damaged.  It was noted in text message to ***.  At no point was an offer to repair made.  The offer was to install a floor plate which was not provided at install.  I had to call and ask for it at which time it was decided that I needed to cut ties with this company to prevent further damage to my home.
  Upon signing anything I was presented with a blank phone screen and a verbal on initial install that indicated the job fit the day was done.  Not that I was satisfied.  I asked for a copy and was told it was phone notes.
  I would never sign a job complete when there was still work to be done.  Why would that even be presented?

  Ive taken three days off work, the floor board is still not in place and my ceilings are damaged and Im waiting on that call for vacation package.  Im expecting fair compensation for time, unfinished labor and supplies.

  Regards,
  
  ******* Mask

  
  

  Customer Answer

  Date: 07/05/2024

  I have not received a response for resolution yet.

  I completely feel I was taken advantage of and my money was stolen for the job I received.  
  not sure how after two attempts and other business from this company would be beneficial.  The relationship between consumer and business has become hostile in resolution.  Having any one else representing this company is not acceptable.

  What is fair us reimbursement of labor charges to cover botched job and additional expenses Ive incurred as a result of damage to property.

  Customer Answer

  Date: 07/09/2024

  Good afternoon ****
  I haven't received a response from you since Wednesday last week.  I'm assuming we haven't been able to reach an agreement on repair and damage as we've previously discussed.  It's unfortunate as a business in the community that I'm not seen as a valued customer nor respected in the sense that I've had to seek alternative arrangements due to the lack of satisfactory installation on more than one occasion.
  As mentioned before, I feel the amount of money collected for services provided was criminal.
  Please provide contact information as to where I should direct small claims documents to.
  Thank you in advance for a quick reply.

  

  Business Response

  Date: 07/09/2024

  Bath Experts agreed to reinstall our customer **********;********** project because it was not what they envisioned.

  They advised that they preferred a crisp white look for their new shower, I sent them different styles of all white showers that we have installed, and offered to install anyone of those for them. 

  There was not anything functionally wrong with their project.

  Out of good faith Bath Experts agreed to fully reinstall their project.

  This was an investment on our end.

  If our customer's advise us that they are not pleased with silicone, etc. we schedule a service call to repair any issues that *** have arisen.

  That was offered however, it was declined.

  We offered to hire a subcontractor to repair the scratches on their wall and a streak on the wall of their stairway.

  We also offered to install the trim piece that should be placed in front of their shower, ******* advised that she would like for us to drop it off at their home, which in turn we have obliged.

  We have attempted to be extremely accommodating because if there is an error made, we desire to do the right thing and fix it.

  Today we offered ******* a check for $500 for the repairs that she has stated that need to be done in their home. 

  We have been very attentive to ***** and *****'s requests.

  Their initial installation was scheduled for 5/21/24 - 5/22/24, we reinstalled ******************************* project on 6/18/24.

  ***** and ***** have spoken to members of the Customer Experience Team, and the Fort ***** Operations Manager throughout this time.

  On 6/24/24, the Fort ***** Operations Manager went to their home more than willing to assess any and all concerns that they had, and to install the trim piece that they needed. Upon completion of his assessment we would have hired a subcontractor to repair any damage to their walls.  

  We're more than happy to assist any of our customer's, and we can be reached at ************. I can be reached directly at ************. 

  Customer Answer

  Date: 07/12/2024

  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. 
  
  Even though Im told the installation is functional, the quality of installation both times is extremely low.

  $500 was offered to covered damaged.  The monetary offer simply does not cover installation flaws that have been ignored in direct conversations.  Word of mouth will cost more than being an honest equitable company.

  $12k out of pocket and I received a subpar shower replacement, damaged walls, no vacation package and a headache.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* Mask

  
  

  Customer Answer

  Date: 07/15/2024

  As of 07/15/2024.  I have yet to receive compensation for an unprofessional installation, I have yet to receive compensation for the damages caused to my home and I have yet to receive information on a vacation package promised for agreeing to services.  ***************** has failed on many levels.  It's so unfortunate on my end that I've invested a large sum on money and have been dealing with staff that has promised nothing but lie after lie after lie.

  Customer Answer

  Date: 07/19/2024

  We did receive correspondence regarding a credit agreement and we will not be signing it.  We have been fair in allowing Bath Experts ample time to compensate fairly for an incredibly poor install and the additional damage to the property.  The $500 offer in no way covers the poor installation quality of the shower, but we came to the realization that Bath Experts would not be able to provide the service we paid for.  The agreement just adds salt to the wound.  We have spoken nothing but the truth on our experience with your company and will continue to do so.  In every Bath Experts response , key details have been left out making the situation seem to just be a picky customer.  ********************** failed us and has added insult by wanting us to stay quiet about it.  Since a fair settlement was not offered, we will continue to speak, post and share information about your installation and company.  This will be the whole truth not the edited version from Bath Experts.
  
  We were in sincere hopes of you being a reputable business model.
  
  

  

  Business Response

  Date: 07/19/2024

  Hello, 

  Thank you for assisting our customer with their concerns. 

  On, 7/10/24, I contacted ***** to inform her that I was going on vacation and that I would return on 7/16/24, however, she sent another response to the BBB on 7/15/24 advising that we had not sent her compensation. I also informed her that our Sales ********************* would send her a credit agreement. Once the credit agreement was signed, we would send her a check for $500. Today (7/19/24), ***** responded to my text message and advised that she would not agree to the credit agreement. 

  The damage that the customer has sent photos of does not justify a $500 refund, however, our goal is to satisfy our customer's, therefore, we went above and beyond a reasonable refund. 

  There was never proof that our installers damaged the customer's walls and ceiling. The before photos that we took during the point of sale has pre-existing damage to the customer's walls and ceiling. 

  The customer has sent photos of scratches that could be removed using a magic eraser. The photo of the obstruction to their floor, was to be covered with floor trim. The customer has declined to allow us to add floor trim. 

  The customer spoke with the third party Destination Motivation on 7/17/24. Destination Motivation informed the customer that they will receive a travel voucher.

  Bath Experts has been incredibly reasonable and responsive to ***** and ****** requests. When we were informed less than 24 hours after their initial installation that they were not pleased with the installation we invested money on resources and labor to fully re-install their project. When they brought to our attention scrapes on their wall and ceiling we offered a subcontractor to come to their home to paint. We are not certain how we have failed or lied, without the credit agreement being signed we will not send a refund to the customer, as that goes against our policies and procedures. 

  If ***** or ***** needs any further assistance they can feel free to contact our Customer Experience Team at: ************, or they call me directly at ************. 

  Thank you. 

   

   

   

• Initial Complaint

  Date:01/26/2024

  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.

  January 2, **** purchased a Bathroom remodel(walk-in shower), we did not receive a breakdown of financing except for the price, term length and monthly payments. The contract allows 3 days to cancel without penalty. However we did not receive a breakdown from GreenSky until after 3 days through an email. After learning that the interest rate was $10,588 for a $14,723 loan.,totaling $25,311. we did not want to continue and wish to cancel. We were not also shown a breakdown after seeing a television commercial from Jacuzzi bath remodel for 50% off office installation. We received a letter in the mail on January 18, **** from GreenSky that the loan could not be approved because of credit discrepancies , the following day January 19, **** we notified GreenSky to reject the loan because of a denial on the previous day. The ************ office ,a person named ****** stated for us to get out of the contract we would have to pay 15% of the total of what was completed already such as construction and shipping for the cost of $4000 which she stated was completed , however on January 25, ****, we received a text from ****** phone number ************ that said the manufacturing team is prepared to start building and will update you when your order ships contrary to what we were told two nights before , so we were not told the truth. Our original contact attempts wouldve stopped any building production if they wouldve returned calls so while the clock is ticking and increasing the price, we may owe more as production continues. What appeared to have occurred is that my wifes credit was denied and consequently my credit was used. ****** even stated during our last call I can understand the confusion and wouldve done the same in reference to canceling and acting on it. We would just like the down payment returned to Greensky for $7,361.

  

  Business Response

  Date: 02/08/2024

  Thank you for bringing Mr. ***** concerns to our attention.
  At Bath Experts we strive to provide an easy and transparent experience for our customers.
  Mr. and Mrs. *** signed a contract with Bath Experts on 1/2/24.
  We were notified on 1/22/24 that the Say's desired to cancel their agreement with Bath Experts.
  Our buyer's remorse period is 3 business days; therefore, the Say's contacted us with a desire to cancel their agreement after their buyer's remorse period expired.
  On pages 5 - 6, of the Say's Bath Experts contract, it states that if a customer wishes to rescind their contract there will be a cancellation fee of 15% of the full contracted price, and they will reimburse Bath Experts for all expenses incurred on their behalf. 
  Our customer's financing agreement is completely separate from their Bath Experts agreement, especially considering that the finance company that the Say's chose is a completely different entity/business from Bath Experts. 
  
  Bath Experts emails our customers a copy of their agreement on the date that their contract is signed. 
  
  The Say's brought their concerns to our attention, we offered to assist them with finding a more advantageous financing plan, which has helped to relieve their concerns. 
  The Say's copy of their agreement is attached. 
  
  If there is anything else that we can do to further assist, please do not hesitate to contact our Customer Experience Team at ************. 
  

  Customer Answer

  Date: 02/08/2024

  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:10/24/2023

  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.

  On Aug.25,2023 salesman ************************* from the ******** office. Came to our home to give an estimate on a walk in shower. We told him we wanted a solid shower with a molded seat. ******* told him he wanted a cold faucet and a hot faucet. He didn't want a single lever faucet. ***** told him there was no problem in getting what he wanted. We paid $7,000 down. We waited until Oct. 18,2023 for the work to be done. The installer came in and said a walk in shower alabaster white. We said yes. He punched buttons on a tablet and handed it to me to sign. He went in cut out the old tub/shower and replaced the water lines. I told him he would have to unscrew the wall to get the shower to fit in there. He said no problem. The next thing we knew they were bringing in 3 sheets of paneling. Then they opened a box with all the shower parts and put them in. Never saying why, they were putting in things we didn't agree to. The seat was glued to the wall. It wasn't as long or solid as ******* had told ***** he wanted it. Contacting the company in *******. The customer Experience Manager ********************* said they don't do solid walk in showers in homes already built. they only do them in new builds. She said what we got is what they put in . Well, somebody was a liar because they never said anything about a bathroom that looks like the one we got. Had they told us that was all they had to offer we wouldn't of had it done. It's not what we wanted and it's not worth $14,000 either. The piece of paper ***** left here says solid walls and a solid bench seat. not 3 sheets of paneling and a glued on seat.

  

  Business Response

  Date: 10/27/2023

  ******* and ******, I am sorry to hear about your frustrations. The attached rendering photo that you designed is a replica of your shower and is a visual representation of your contract.

  The contract that you signed and received via email, and mail outlines the total cost of your project. Prior to installers beginning to install the customer's order, they go over a checklist of material, expectations, etc.

  Your solid bench seat is securely supported by metal, screws, and 2 x 4s behind your shower panel.

  Our installers ensure that all material ordered and contracted requests are installed and executed with precision and excellence.

  If you have any further questions or concerns feel free to reach out to our ****************************** at ************.   

  
  

  Customer Answer

  Date: 10/30/2023

  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.]
  
  Regards,
  
  *******/************************; WE WEREN'T EXPLAINED ANYTHING. ************************* sat at our kitchen table  and told us we COULD GET A SOLID **** SHOWER WITH A MOLDED SEAT IN THE **** HE ALSO TOLD ******* HE COULD GET THE SINGLE FAUCETS HE WANTED. HE REVIEWED WHAT WE WANTED AND STRESSED AGAIN IT WOULD BE WHAT WE WANTED. HE NEVER SAID IT WAS GOING TO BE 3 SHEETS OF PANELING GLUED TOGETHER. A SEAT SCREWED TO THE **** OR A SINGLE ALL IN ONE FAUCET. THE INSTALLER NEVER SHOWED US ANYTHING BEFORE HE STARTED EITHER. BEFORE I LEFT FOR AN APPT. I TOLD THE INSTALLER HE WOULD HAVE TO REMOVE THE **** IN THE BEDROOM TO GET THE SHOWER IN. HE SAID NO PROBLEM. IF, ***** KNEW AND THE INSTALLER KNEW WE WASN'T GETTING WHAT WE WANTED THEY SHOULD OF SAID SO. NO THEY GOT OUR $ ****** LIED TO US AND PUT IN A SHOWER WORTH $ *****. WE WANT $7,000 RETURNED. SCRIBBLING NUMBERS ON THE BACK OF A SHEET OF PAPER AND COMING UP WITH $****** IS UNACCEPTIABLE. WE KNOW BATH EXPERTS ISN'T GOING TO RETURN OUR MONEY. SO, WE WILL SEEK LEGAL ACTION AGAINST THEM.
  

  

  Business Response

  Date: 10/30/2023

  ****** and *******,

  
  We are sorry to hear about your frustrations.

  
  Attached you will find the pre-installation and post-installation documentation associated with your installation.

  The attached documents clearly outline what you had installed.

  You received a copy of your contract via email on the date that you signed your agreement with Bath Experts, and when you requested a copy to be sent to you via mail, we sent that as well. 

  
  Our contract clearly outlines the total amount of your project.

  
  Our Customer Experience Team is available at ************ if you have any questions.

  
   Thank you.

  Customer Answer

  Date: 11/10/2023

  That Company will NOT give us any kind of refund. They weren't truthful with us and we didn't get what we were told we would get. They can claim they showed us pictures of what we were getting. Which is not true. They can say they showed us everything we signed before we signed it and that's a lie also. We got their trash and they got our money. The worst company we have ever dealt with. I wouldn't recommend them to anyone. In their way of doing business tell you what you want to hear and then do what they want. 

  Customer Answer

  Date: 11/13/2023

  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.]

  That Company will NOT give us any kind of refund. They weren't truthful with us and we didn't get what we were told we would get. They can claim they showed us pictures of what we were getting. Which is not true. They can say they showed us everything we signed before we signed it and that's a lie also. We got their trash and they got our money. The worst company we have ever dealt with. I wouldn't recommend them to anyone. In their way of doing business tell you what you want to hear and then do what they want. 
  
  Regards,
  
  *******/*************************