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:12/06/2024

  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 11/3/24 ****** *******, owner of Five Star Bath Solutions, came to my home and gave me a quote to fix and replace my shower in the master bath. He asked for $2000.00 down and I used my credit card to pay him. We agreed on a project date of 12/2/24 to have the work completed. I emailed ****** ******* on 11/23/24 and asked if we were still on track to get the job done on our agreed date of 12/2/24. He replied, yes and that he had the materials and was ready as scheduled. On 11/30/24 I received a call from a woman with Five Star Bath telling me that the project had been delayed due to the Thanksgiving holiday and that ****** ******* would call me. As of the evening of Wednesday 12/4/24 I had not heard from him so I sent an email and a text asking about the project. He explained there was a delay due to the holiday and couldn't get the supplies in time, and then the weather and then said the material was lost in shipment. Again, he told me on the 23rd of Nov that he had the material. I have sent a couple more texts and he is not responding. I have also asked to be reimbursed for the $2000.00 down payment, but again, no response.

  Customer Answer

  Date: 01/09/2025

  The last i heard from 5 star bath was a voicemail saying the product was shipped, but didnt know when they would recieve it.  I believe this was on the 9th of December. Reminder, that he told me in an email fron November 23, 2024 that he already had the materials. I have not heard back from him since the voicemail on December 9, 2024.

  Business Response

  Date: 01/09/2025

  Dear *******
  Thank you for bringing this matter to my attention. First and foremost, I want to sincerely apologize for the delays and the frustration caused throughout this process. I truly value your feedback and the opportunity to address your concerns.
  Unfortunately, due to a mistake by my vendor, the materials for your project were loaded onto the wrong truck, which caused significant delays. While I thought I was keeping you informed, I realize now that my responses may not have met your expectations, and I take full responsibility for that.
  I want to reassure you that your $2,000 down payment has been refunded, as per your request. If there is any remaining issue with the refund, please let me know immediately so I can address it without delay.
  I deeply regret the inconvenience this situation has caused and understand how disappointing it must have been for you to experience these delays and communication gaps. Please know that I am taking steps to ensure this does not happen again in the future.
  If there’s anything else I can do to make this right or if you have any additional concerns, I’m more than happy to address them. Please don’t hesitate to reach out.
  Thank you for your patience and understanding.
  Sincerely,
  ****** *******
  Owner, Five Star Bath Solutions

  Business Response

  Date: 01/09/2025

  I am really sorry that this happened, although I hate to blame other parties, but on this specific situation, it was out of my control. Vendor made a mistake that cost me some credibility with my customers. We changed our process and decided to stock and order jobs sooner than we used.

  Perhaps I should have communicated a little more frequently but I thought I had gave her the information needed.

  I think is valuable to know that this complaint was written at the same day she requested the refund, without giving me the proper time to respond. This refund was processed right after that, before I received this letter.

  Let me know if you need anything else.

  Thanks!

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Five Star Bath solutions franchise came and replaced our master bath shower. Now a year later the shower is leaking. The business promotes a lifetime guarantee. I contacted the company and and appointment was set for October 28, 2022.
  -now one showed up. After many phone calls a new appointment was set for October 31. A representative from the company came to our house and noted we required a new shower pan. We were told parts were to be ordered. No word. I called on November 11th and was told parts were two more weeks out. I have not heard from the company since. My wife or I have called several times per week for the past 30 days. I called the parent company and filed a complaint, i was told there is not oversite and I am to work with the franchise.