Complaints
This profile includes complaints for Bath Remodel by Capital's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/10/2024
Type: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 February 8th, 2024, we signed a contract with Jacuzzi Bath Remodel by Capital out of ******, ************* and agreed on a price of $25,500.00. The order /Agreement number is *******. It was for a full bath remodel including a jetted bath/shower unit. On April 8th of 2024 the installation began. The installation was to take three days, however at the end of the first day after my bathroom was ripped up and the new tub and surround had been installed it was discovered the tub they installed was incorrect and was a soaking tub not a Jacuzzi. They ordered the wrong tub, installed it, and admitted this was their error. I was told I could keep the soaking tub at a discount but that is not what I wanted. I was then told they would order the new tub and set up a new installation date which should only take 2 weeks. It took 4 weeks and in the meantime the tub they left me with leaked (which they did come out and repair). On May 6th they installed the new tub, and all seemed well until we used the Jacuzzi and one of the jets kept popping out. They sent a tech to repair, and he was unable to do so. I was told a part needed to be ordered. Whatever the tech did to attempt to repair has now caused the two of the jets to not work at all. Also, the lining on the side of the tub has begun to pull away. I have provided pictures of all the defects to the company.At this point it has been over a month and they will not give me a date of repair or even discuss any type of compensation. I am constantly being told that the ** of the company is working diligently to resolve but I have not heard from him. I have not been given his name and I am only able to speak with xxxxx in customer service. She is very nice but enough is enough. I am now left without a properly functioning tub/shower and believe I am due a full explanation from leadership, a firm repair date, and compensation.
Business Response
Date: 06/12/2024
Our VP ******************* reached out yesterday by phone following this request . He left a voicemail explaining that we are waiting on a response from Jacuzzi corporation head office with eta for parts and we will callback as soon as we have more information . ********************* direct line is ************
Thank you
Customer Answer
Date: 06/13/2024
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.
Although nice that you have reached out, I still have no resolution, nor do I even have an idea of a resolution date. This whole experience should not have taken this long and I can not accept a "we are working on it" answer.
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: 06/18/2024
Unfortunately, we cannot offer any more information until we receive shipping info from Jacuzzi head office .
Please feel free to contact **** our VP at any point. His contact info has been provided:
*******************
Vice President ********************* ********************
Direct: ************Initial Complaint
Date:05/07/2024
Type: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.
Company has been repeatedly calling me for over a year. Sometimes 25+ calls a day. I have over and over asked to be removed from their calling list; both politely and obnoxiously. They wont stop calling.Business Response
Date: 05/08/2024
We have removed this person from all future communicationInitial Complaint
Date:04/20/2024
Type: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 am submitting this on behalf of my mother who is elderly and has a broken shoulder and cannot type. A member of their team, we think ****, came to our house on Tuesday, April 9th for a possible renovation to our bathroom. We are two elderly women and a lot of things happened quickly. They had one of the owners of the house sign a contract and bill for a third of the total amount $8778. We asked for a copy of the contract and he said he would email it to us. He never did. We asked them after the fact to show us that we got a copy of the contract and they could not. We wanted to cancel two days later but could not figure out who to call. we had no contract. the business card they left was for someone else, a ******. We finally found the info searching online and called that weekend to cancel the job as we did not realize how much it would have cost. They are refusing reimburse. Also, on their contract, it clearly states that all owners must sign the contract. This did not happen. This contract should be null and void based on it not being signed by all owners as well as deceptive practices of not sharing a copy of the contract and giving the wrong business card. I have attachments of contract and email to share as well.Business Response
Date: 04/25/2024
Hello,
Our team has spoken to with the customers son, ******* . The full refund has been submitted and the money should show in their account in 3-5 business days .
Initial Complaint
Date:03/29/2024
Type: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.
Notified them on Saturday, March 16th that I was cancelling the contract and for them to refund the deposit. On Wednesday, March 20th they claim to have issued a refund and it would take 3 to 5 days to process. It is now the 29th and the credit card charge has still not been reversed.Business Response
Date: 04/02/2024
This was refund to the customer on March 20th - receipt of refund Apon request.Customer Answer
Date: 04/03/2024
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.]
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,******
The money has not been refunded. The charge is still on the credit card and they have not received any notice from this business or their payment processor to refund. It has now been two weeks since they claim to have refunded.
Business Response
Date: 04/29/2024
I have asked our accounting **** to ensure this has been refunded accordinglyInitial Complaint
Date:03/29/2024
Type: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.
Receiving calls from this company daily or multiple times per day. Will not stop harassing me. I want it to stop! Ill never, ever use your services after this much harassment. Not sure who thought this was going to help their business but it was a terrible ideaBusiness Response
Date: 04/02/2024
Your information has been removed from our **** center .
You will not be contacted again .
Thank you
Initial Complaint
Date:03/27/2024
Type: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.
Business calls me multiple times per day to spam or telemarket. I have never answered yet they harass me every day. I entered a tik tok bath sweepstakes, didn't win, and now get calls all day by this Business. I want them to stop calling me.Business Response
Date: 03/28/2024
Your information has been removed from our Call centerCustomer Answer
Date: 03/28/2024
[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,
*****Customer Answer
Date: 04/01/2024
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.
I closed my dispute because the business stated in their response that they would stop calling me. They have already tried calling me twice since then in the couple hours since I marked the dispute as being resolved. I want to re open my dispute please
Business Response
Date: 04/29/2024
This customer has been removed from all call listsInitial Complaint
Date:02/07/2024
Type: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: 10/03/2023 Amount of money: ****** Business committed: Complete bath remodel, including creating a vent to redirect water vapor outside of the home Nature of the dispute: Workers did not create vent to redirect water vapor outside of home. Contacted multiple Jacuzzi staff multiple times about this issue, starting on 01/05, and have not received any responses.Has business tried to resolve: No.Business Response
Date: 02/08/2024
Hello,
I have spoken with our Production Team . They have spoken directly to the customer and will be returning 2/12 to rectify this issue and complete this project .
Thank you
.
Initial Complaint
Date:05/04/2023
Type: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 entered the Bath Make over by Capital Sweepstakes on 01/03/23 at 9:25 AM. I read the fine print and it indicates that no purchase is necessary to enter. However, you do have to fill out an information form to enter, which I did. At 9:29 AM I received a phone call at 9:29 AM with the following message: "Good Morning Meaghan this is **** reaching out with bath makeover by capital construction located here in ***********. Just reaching out regarding the information I got online I see you have some interest in remodeling your bathroom again please give me a call back so we can discuss further the number here is ************." I received a second call at 12:15 PM and answered. When I spoke with female representative, I informed her that I would not be interested in discussing a quote until the Sweepstakes were over and that I did not want to be contacted again until that time. I received a third phone call from Capital Construction at 3:24 PM and did not answer. On May 4th, 2023 at 9:51 AM I received another call and answered. I once again informed the male representative that I did not want to discuss a quote until the sweepstakes were over and when he further pressed I asked to have my information removed and to be removed from the sweepstakes. I would love to understand why you thought it was ok to keep calling me and disregard my wishes but ultimately I am requesting you do not contact me again and delete my contact information. Due to your continual refusal to respect my wishes, I am utilizing BBB to ensure that my wishes are respected.Business Response
Date: 05/05/2023
Hello,
We have removed your information from our database .
There will be no further contact from our company .
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