Complaints

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

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  Bath Remodel by Capital

  354 Turnpike St Ste 302 Canton, MA 02021-2703

  
• 

  Bath Remodel by Capital

  8025 S Willow St Ste 105 Manchester, NH 03103-2311

  
• 

  Bath Remodel by Capital

  1666 Litchfield Tpke Woodbridge, CT 06525-2381

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

• Initial Complaint

  Date:06/05/2025

  Type:Product 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 had an agreement with ******* ***** for a bathroom remodel, dated May 27, 2025. I paid one-third of the total, $12,400, as an initial payment. However, I needed to cancel the project because Capital's Jacuzzi and bath remodel selections were limited, and my friend was not satisfied with the options.I emailed ******* about the cancellation on May 28, 2025, but received no response. I sent another email with a formal cancellation letter on May 29, 2025, but still received no reply. I mailed the cancellation letter and a note within the cooling-off period, as per the company's cancellation policy. The mail was delivered on May 29, 2025.On May 30, 2025, I contacted the company to confirm receipt of the mail and inquire about the refund date. The representative stated that the refund would be issued shortly. After waiting without receiving my refund, I called the company again on June 4, 2025. This time, the person asked me to schedule an appointment with a company manager to formally cancel the contract.I made an appointment for the following day, June 5, 2025. However, the appointment was canceled one hour beforehand due to an undisclosed issue. I spoke with the person responsible for contract cancellations, who assured me he would cancel my contract. I now need assistance in obtaining my refund.

  

  Business Response

  Date: 06/06/2025

  Our team has reached out today to this customer and explained our refund policy and ensured them they will receive their refund .

  Customer Answer

  Date: 06/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:04/23/2025

  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.

  On 02/15/2025 we saw a TV ad for Jacuzzi Bath Remodeling, offering free labor, a double lifetime warranty, and zero interest, no payments financing for one year. We called the phone number provided and arranged for a representative to visit on 02/17/2025. ***** ******* of Jacuzzi Bath Remodeling by Capital (JBR) arrived, measured, showed materials and offered a conversion from tub/shower to walk in shower. The cost of the conversion would be $19,858.24 and would occur on or about 04/17/2025. We accepted and all signed an Agreement (uploaded below), paid a 10% deposit by check for $1,985.00 and agreed to finance the balance at 0% interest for 12 months through *********On 03/04/2025 and again on 04/01/2025 ******** emailed us requesting authorization to advance $8,936.50 to JBR but we declined both times (as this was not previously discussed or included in the Agreement). On 04/03/2025 and 04/09/2025 ***** ******* and **** ********* both insisted, by phone, that we were obligated by the Agreement to authorize the advance and insisted that we approve this payment but we refused and requested a refund if they persisted. ***** *******, on 04/10/2025 then emailed that they would forego the advance and presumably in response to our complaint that no work had yet been scheduled, stated that everything was just about ready, our project would be expedited, and we would hear from the installers very soon.We have heard from no installer (or anyone else associated with JBR) and sent email on 04/15/2025 to JBR that if the work could not be completed by 05/17/2025, we wanted our deposit refunded. We have had no response, we have no confidence in this company, and would like our deposit refunded.

  

  Business Response

  Date: 04/25/2025

  Hello, 

   

  I have spoken with the team .

   

  They have informed me they have spoken with this customer and their install is scheduled for May 7th.

  They have since resolved the issue with the payment expectations .

   

  Thank you 

   

   

• Initial Complaint

  Date:04/07/2025

  Type:Order 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 been a cautious shopper all my 74 years. Why weren't my wife and I told about less expensive shower conversions? Signed the contract during the initial meeting because we were told we wouldn't qualify for a $5000 discount if we waited till the next day. We shouldn't have fallen for that. Only then found out we didn't need all the bells and whistles we were sold. Complained to salesman's supervisor and canceled the contract, to be informed we forfeited a 1/3rd. $10,721 deposit. There was a 3 day cancellation policy, in the 12 page contract but we missed the window by 6 hours. Don't remember how this was described. Toll install wouldn't be until late June so we could make adjustments it need be. So much for ********* ****** sales pitch on TV, terrible customer service, so beware!Sales person said we would receive a welcome call and we could alter the order, add or take away from it...this never happened.

  

  Business Response

  Date: 04/13/2025

  Hello ****
  
  Thank you for taking the time to share your feedback.
  
  We sincerely regret that your experience with us did not meet your expectations, and we appreciate the opportunity to respond.
  We understand how important it is to feel confident and fully informed when making a significant investment in your home.
  Our goal is always to provide clear information and support so that every customer can make the best decision for their needs.
  
  Regarding the cancellation policy, we do want to clarify that the cancellation window outlined in your agreement is a full three business - our timeline shows the day of the sale was April 1st and the cancellation request did not come in until April 7th 6 days after the sale not 6 hours.
  This 3-day rescission policy is consistent with industry standards and is included in the documentation provided at the time of signing.
  We understand that these details can be easy to overlook during a busy and emotional decision-making process, and were truly sorry for any confusion or frustration this caused.
  
  We also have it documented that our Sales coordinator -**** ******* spoke with you on the telephone on the morning of 4/2 on a welcome call .Please know we always strive to provide clear and honest communication.
  
  Your feedback is important to us, and we would welcome the opportunity to speak with you directly to better clarify things
  Please dont hesitate to reach out to our ************* Team at ************* ) or (******************************************************************************************************************************************************************************************************************************************************************)

  Customer Answer

  Date: 04/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.

  ***Please note that a resolution was reached outside of this BBB complaint with Jacuzzi directly. This eases my concerns and indicates that Jacuzzi does care about customer service.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:02/28/2025

  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.

  Date of transaction: November 1, 2024 Tried to cancel project and get refund on deposit of $1500 November 1, 2 and 3, 2024. Got call back November 4, 2024.Was told refund ***** period of 3 days had lapsed. After several conversations over the following month with both ******* ********, salesman, from **********, ** and **** ***** from ******, ** office, there has been no resolution,

  

  Business Response

  Date: 03/03/2025

  Hello,
  
  Our accounts **** has formed me the refund was processed on 2/28/25.
  All refund should be back in the customer account in 7-10 business days after the refund is issued.

• Initial Complaint

  Date:01/27/2025

  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.

  A consultant came to my property for bathroom remodel 12/30 . I gave a deposit. 1 week later the consultant called me and was not able to do the work unless i made changes to the bathroom that were going to be costly. I chose to cancel the work . The check I gave for the deposit was already cashed . I have called several times for my refund and as of 1/24 I still havent received it .

  

  Business Response

  Date: 01/29/2025

  Please note, our refund process can take up to 2 weeks. This refund has been approved and processed and scheduled to be mailed out this Friday 1/31 to the customer . We apologize for any delays .

• Initial Complaint

  Date:01/10/2025

  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.

  On October 8 a representative from Jacuzzi bath remodel came to my home and showed me their product. I agreed upon a product and a contract was signed. On 0ct 25 I was told I could not have the door (barn style) that I signed the contract for.. I did not want the other door offered to me as I did not like the look of it. I then said I wanted a refund as they could not provided me with what I had ordered initially. I call the company and spoke with a ******** ***** who said a manger would call me back. No one called. I then email a **** ******* who I received an email from after I signed the contract. I still got no response. On November 22 I got a call from Mr. ******** ********, who asked me if I wanted the shower with no door. I said no and he said the refund of the deposit would take 2 weeks. I waited and no refund. I spoke to Mr. ******** on January 2. He said he would look in into it and get back to me. I am still waiting. I have tried calling him again but it just goes the voice mail. I would like my refund back. The contract was voided when they could not give me what I had ordered initially. Im hoping the BBB can help resolve this

  

  Business Response

  Date: 01/14/2025

  Hello, 

   

  I have followed up with our accounts department and they have confirmed **** ******** was Refunded By ach on Friday January 10th 2025.  Ach usually takes about 5-7 days to be received.

  We apologize for the delay with this refund .

   

   

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********* Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I will reserve my comment to this companys response until I receive my refund. I was told on November 22, 2024 the my refund would be sent in 7-10 days. I find it funny that I called Mr. ** ******** on Friday Jan 10. I left a message that stated that if I did not hear from him within the hour that I would be contacting the BBB.  Now Im told the check is in the mail so to speak.  I will be satisfied when I am refunded. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 01/19/2025

  I have a screenshot of the *** sent to me from our accounts department. It was actually processed on Jan 9th .
  Please let us know when you see this on your end
  - Sincerely ,The *** Team

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As of todays date January 30, 2025 I have not received a refund.

   

   

  

  Business Response

  Date: 01/31/2025

  Hello, 

  
  Our ******************* have  spoken with 'pay simple' who does all our banking and confirmed the $1975 was refunded to ****** account .

  Also, there is an Authorization Code provided when *** approves the transaction. , They ask me to let her know to contact her bank and give the Authorization Code listed below.  We can also  give supporting documents which states the same information shown below in the image and request her **********************
  
  B2F4BC0D-F775-4618-8A20-AE179060B93A

   

  Please contact us back should you have further issue .This refund has been returned .

   

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service 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.

  For the last few months I have been receiving loads of emails from this company. I never signed up for any subscription or advertisements. I have been in contact with one of their representatives to have my email address removed from their subscription list. They informed me they took care of it. Then I received more emails and I contacted them again. They informed me my request was passed along to the person in charge of managing subscriptions, but I am still receiving emails even after contacting them a third time to let them know this is unacceptable to still be getting flooded with their unwanted solicitation. Several requests and nothing being done about it. I never had an account with this company, I have never done any business with them.

  

  Business Response

  Date: 10/23/2024

  Good morning 

   

  This person- Name , Email - or Phone number listed above -are not in our system.

  This is not our company calling. There are many Jacuzzi Bath remodel subsidiary companies out there. 

  We are :Jacuzzi Bath remodel By Capital .

   

  Please provide an email you are being contacted by if it is different from the email listed above.

  You are welcome to contact me directly - ****** -Client Relations Manager - Ph ************

  Thank you 

  ******

   

   

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  After submitting my complaint, the emails stopped. They were in fact from the same company. I no longer have the original emails because I kept deleting them daily whenever they came in. I shouldn't have to resort to filling a complaint on here in order to achieve results. Using their unsubscribe links are not effective, and neither is having someone do it directly. This was unacceptable behavior on their part. Perhaps they should look into why their unsubscribe link does not actually remove one from their database, maybe it's a coding error.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  H

   

   

• Initial Complaint

  Date:09/14/2024

  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.

  Jacuzzi came out and asked for a deposit on an ***** walk in ****. I gave them a deposit of 1800 for the job. A few 2-3 days passed. No work had started and I called Jacuzzi to cancel the work. They told me I would get my deposit back. A week went by and a man from Jacuzzi came and said I was not getting my deposit back. I am a senior, on a fixed income and felt pressured to put a large deposit down.

  

  Business Response

  Date: 09/18/2024

  Our Sales manager, ******* ******* has been trying to contact this customer to discuss this matter since yesterday with no sucess.

  He will continue to try today to reach hm by phone.

   

  If the customer prefers -he can call ******* ******* directly:

  ******* *******
  Vice President, Sales
  Office: ************
  Mobile: ************

   

  Thank you 

• Initial Complaint

  Date:08/15/2024

  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 April, my elderly client was approached at his home by Jacuzzi Bath to install a new walk-in shower. During the at home appointment, my client wrote a check for $6049.00. No written contract was left with my client or later forwarded. At that time, no other family members were aware that my client had written the check. In July, someone showed up at the house to begin demolition. My client's caregiver answered the door but was unable to communicate with the man due to a language barrier. She sent the man away and since that time, my client's daughter has made numerous attempts to contact the company to cancel the job and have her father's deposit returned. Within the last three weeks she has made over 15 calls. The advertised number flows through a scheduling center. She left numerous messages with representatives and on voicemails with supposed managers. She also made three unanswered calls to Capital Construction in ****** who apparently performs the installations. My elderly client was subject to high pressured in-home sales tactics that resulted in payment of $6,079.00 without any written information regarding his rights to cancel and the family's attempt to contact the company has been unsuccessful for weeks.

  

  Business Response

  Date: 08/19/2024

  Hello, 

  Our management team have spoken to the family today and issued a cancellation at their request .

   

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The Business did not contact the family to cancel the project and issue the requested refund. Instead, the Business contacted the customer to schedule a time to complete the work. The Business representative made no mention of cancelling the contract. I am requesting confirmation that the contract has been cancelled AND a refund has been issued. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 08/21/2024

  This is incorrect information!

  Our sales management spoke to a younger lady alongside *************************** on the phone on Monday 8/19/2024

  He assured her we would cancel her contract and return her refund.

• Initial Complaint

  Date:07/16/2024

  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.

  December 2023 sales person ***** came to my home and sold me a jacuzzi bath remodel package. I was told i would rec a call when they were to arrive, sometime in March. Feb 1 2024 two non speaking English gentlemen showed up at 8:00 am without any notice. I was assured it would take one day to complete. It was not complete, They used holey zip board on my walls, split blocking, assured me the wall would be plumb and straight, was not. Came back the next day to finish up. They installed a magnet door closure backwards so the door would not close, leaked. The next morning my *********** took showers, well tried too. The shower head is too close to the wall, we are unable to stand under the shower head, the shower head is too close to the wall, it doesn't extend out far enough to have the water flow over you. It took months for them to come back to fix the door which they had one *************** show up twice to fix but couldn't. On or about May 14, 2024 They finally came and replaced the door magnet, put two different strips on the pan so it would not leak. They also cleaned the shower head which did not help. It is impossible to take a shower with that head. You have to stand up against the wall and with the water shut off sticking into your back. The shower pan sinks about 2 to 3 inches while standing in the shower. I have spoke to at least 4 different people at Jacuzzi they assured me that it would be taken care of. ****** assured me that I would get some sort of compensation. 3 out of the 5 workers that were here told us that the head needs an extender and they could provide it. We spent $21,500.00 on a shower that we can use as a shower. The Sales mngr wants to charge me thousands more dollars to fix the problem. Refund me the money that I spent on the rain shower head that I spent extra money for. I have tried so many times for them to fix the problem now I want a refund.

  

  Business Response

  Date: 07/17/2024

  
  
  Our VP of Operations has spoken with ***** this morning. We will a manager out on Tuesday morning to evaluate what we need to do and look into her concerns and address any issues .