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:03/25/2024

  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.

  Do NOT do business with this company and their false advertising.
  
  We ordered and spent over $3000.00 for a *** ******** **** **** ******** *** - Tap deck, No holes - Ball & Claw Feet and faucet that did Not come with an Overflow Drain as advertised on Signature's website and on my order confirmation as follows:
  Overflow Drain will include: Extended Pop-Up Drain with Swivel Head, a ***** ***** overflow, which remain open to allow water into the drain.
  
  I spoke with a sales person and they read an advertisement for this particular bathtub without the "Overflow Drain" statement. The salesperson told me that the drain is sold separately for an additional $260.

  Business Response

  Date: 03/25/2024

  The attachment provided in this complaint refers to the optional drain that can be purchased on the same product page as the bathtub.  During the selection process, you can opt to add the drain for an additional cost at which time you will select the finish of the drain which is noted in the second bullet point.  The complaint made reference to the purchase confirmation listing a drain which does not match our order records, however we are happy to provide the drain at no additional cost if the order confirmation with drain listed can be sent to our support team at [email protected]. 

  Customer Answer

  Date: 03/25/2024

  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.
  
  
  Regards,
  
  
  
  **** *** ******* ******
  

• Initial Complaint

  Date:01/23/2024

  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.

  I have ordered 2 expensive tub conversion kits from signature hardware and both of them are unusable because they are both missing parts. My plumber has been here twice to try to install them and he could not d so because of the missing parts. I have not heard back from signature hardware.
  I have spent a lot of money and am appalled by the lack of care and quality control from this company.
  the first related order number from 2018 is ***************. the second order number from 2023 is ************. Cost of the first kit was $559.95. Cost of the 2nd kit was $245.89.
  I had to buy a new kit because the first type was discontinued. I should have been able to return the first kit for credit but this company would not give me an inch or any consideration for the cost, trouble or stress that these 2 experiences have caused me. The 2 plumber visits to try to install these incomplete tub kits cost me $350. My plumber even emailed the company to explain what parts we needed and has not heard back. I will no longer accept the parts because I want a refund.
  I want my money back and I will return the two unusable kits at their expense.

  Business Response

  Date: 02/02/2024

  The first order that is referenced, ****************, is for a warranty order that was shipped to our customer after they reported a washer was missing from their shower system in 2018.  Despite the six years that have passed since that time, and our satisfying the missing part by sending a warranty item, the customer was issued a full refund in 2024 after contacting us about their disappointment in their most recent purchase, ************.  In this instance, the customer contacted us advising they were missing a part, and upon our response advised that we should disregard their message because they had already figured out the issue, leading us to believe that there were no missing parts after all.  Despite their email advising we disregard their request for parts, a full refund was issued when requested.  Both of these issues had been resolved with this customer in January, prior to the posting of their BBB report. 

  Customer Answer

  Date: 02/09/2024

  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.

  I did receive a refund but I  strongly object to them saying that I said  did not need the missing parts at all.  I  never said that. The  grommet they sent for the 1st set was not the only missing part, which I only learned after paying a plumber to come and try to install it. (and waiting a long time for plumber to show up) That is ridiculous and not true. Why would I want a shower kit that is missing parts? That cannot be installed without them? TWICE. I should not have had to file a complaint online to get a refund for two shower kits that are unusable. I want it on record that this company is not willing to send complete expensive shower kits and  that they strongly resisted refunding my money. This has been a very bad experience. 
  
  
  Regards,
  
  
  
  ********** *****