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:06/13/2025

  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.

  Atlas owes me a refund for work not performed. On May 19, 2025 both parties agreed to a full refund due to their inability to complete the job. Since then I have only been able to speak with one person regarding the status of the refund. On Friday June 6, 2025 **** **** said it would be cut and signed the next week and I would be able to pick it up. Now it's the next week and no one returns my calls or answers the phone. I just want my refund as soon as possible without further delay.

  

  Business Response

  Date: 06/24/2025

  Ms. Kahsin,

  Your check has gone out. The cancellation didn't happen until 5/23/25 when we finally received the cancellation paperwork. Our office has been diligent in trying to get this settled but we have procedures to follow. the check was cut on 6/18/25.  Feel free to follow up with the office. 

   

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23465281, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Sharon Kahsin

• Initial Complaint

  Date:06/12/2025

  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.

  I was originally referred to Atlas Home Improvement by a contractor referral website, for a tub to shower conversion in my home.This was reported to be a reputable company with a long track record of service to *******************They boast about how they exclusively use ******* brand products, which are supposed to be superior to others, so I believed this and contracted with them.That date was: December 20, 2024. Today is: June ******, and NO work has been done! Atlas has received $1000.00 in cash on the date of the contract, plus another $4920.00 on March 8, 2025 through *************** Company (Atlas business partner) at Atlas request.The $4920.00 was NOT a part of the original agreement, however I approved it, assuming the completion of the work would be imminent. This total of $5920.00 is exactly half of the total amount for the completed project.From Dec. 20, 2024 until this date June 8, 2025, *NO work has been started nor completed on this ********** make this situation worse, Atlas is now refusing to speak to me, respond to my phone calls nor my messages. I have had many poor experiences with contractors during my life, but this one is by far, the worse!The time for discussion and explaining has expired. I would like ALL monies returned immediately, so I may find a truly reputable company to complete my project.

  

  Business Response

  Date: 06/24/2025

  Mr. Cranshaw. We have been trying to reach you since 5/16/25 to schedule your install. Please call Dani at the office @ 734-449-9481  

• Initial Complaint

  Date:05/19/2025

  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 signed a contract on November 13, 2024, for a new bath tub and surround with installation. I was told 8 to 10 weeks for the job to be Completed. Communication was horrible from Atlas, all communication was initiated by myself with messages going unanswered several times. They finally started texting an occasional update. Six months later, I finally got an installation date. The day comes, and they called to cancel, after I rearranged my work schedule to be here with them. I complained to them and finally they did get someone to come out that same day. Before starting any demolition, they told me what there was a problem with the size of the bathtub that was ordered that it was incorrect. They offered some resolutions that included more construction than was agreed-upon and I said no to that as it would have not been to code. At this point, Atlas has not fulfilled their end of the contract and Im looking for a full refund of the $6376. I paid them on November 13, 2024. I rearranged my days off for this installation , and my time is valuable, which they dont seem to care about at all. I have no faith in this company and doing the work correctly at this point. And Im also not willing to wait anextended amount of time for them to re-order the correct bathtub and then miss more time at my work for them to install it.

  

  Business Response

  Date: 05/20/2025

  Ms. ******,

  I have reviewed all the notes on the account. We tried several times to get you installed. We had to schedule you out over 6 weeks because you stated your work schedule was already planned out that far in advance. Our team gave you updated via text as you requested instead of a phone call. We care about our customers and the job that we do. The tub you wanted couldn't be done and this was explained to you. You also spoke to our Sales Director, ****, on 5/19/25 @3.17 pm and explained to him your issues with not wanting the job completed now because you couldn't get the bigger tub. He agreed to give you 100% of your money back. Not sure why you even filed this with the BBB.

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/30/2025

  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.

  On 11/4/2024 I signed a contract with Atlas Home Improvement,***********, ** for a Jacuzzi Bath Remodel. Total Investment $16,000.00. 50% down payment was requested and paid. Unfortunately, the contract does not indicate an installment date, The salesman indicated that because of job backload and the upcoming holidays, installation would be around the middle of ******* (******* 12th is what I recall). We received no info regarding an installment date from Atlas after 11/4/24 until we contacted them toward the end of ******* because we had not heard from them regarding installation. I have contacted them at least twice since then to express my dissatisfaction regarding the delay in installation since I was given a ******* date by the salesman and, while I agreed to the ******* date, I am a disabled senior anxious for the installation due to the risk of falling and suffering serious injury with my existing tub. They indicated that they were waiting on delivery of products they ordered to complete the job before they could give me an installation date. In our last voicemail call from them in early March, they indicated March 25th was a possibility if they received delivery by then. Still no install or update from them as of today's ******* gut feeling is that our order got lost in the shuffle and the supplies were not ordered until we contacted them at the end of *******. Since they had a down payment of $8000.00 in early November, it would seem to me that the supplies should have been ordered shortly after the contract was signed. I am very dissatisfied with their handing of my requests for installation ASAP.I am in a very difficult situation, because even if they agreed to cancel the contract and refund my down payment, I would have to start all over again with a different company.

  

  Business Response

  Date: 04/01/2025

  We sincerely apologize for the delay in your Jacuzzi Bath Remodel installation. Unfortunately, this has been a nationwide issue with Jacuzzi, affecting many customers, including yourself. We completely understand your frustration and the urgency of having your new bathroom installed, especially given your circumstances.
  We want to assure you that your order was not lost in the shuffle. We have now received the necessary parts and recently reached out to you to schedule your installation for next week. We appreciate your patience during this unforeseen delay and are committed to completing your project as soon as possible.
  If you have any further concerns or would like to discuss your scheduled installation, please dont hesitate to contact us directly. We truly value your business and look forward to providing you with the safe and functional bathroom you deserve.

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/26/2025

  Type:Delivery 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.

  On 10/4/24 we ordered a walk-in shower primarily for my Wife who has R/A . We were told that we should have it between Thanksgiving and Christmas. Their plumber did come out after a few weeks to look at the job to determine anything that would be needed for the installation. We thought that this meant that it would be soon. About Dec.30th after hearing no more I called and left a message asking for an update. I received a vague email the next day saying that our order was being processed and reviewed by the production team. On Jan 6th I believe it was I called them again and was told at this time that it would be AFTER February before our shower would be installed . This is 5 monthes from the time that the order was placed and far longer than we were told it would be. I found another company that sent a representative out and ordered a shower from them. I then sent Atlas an email and called them cancelling the order with them. I was told that per the contract I was required to pay 20% of the contract price to ******. I replied that I had paid them a $1400 good faith down payment as requested when we ordered the shower and did not feel obligated to give them any more since they had not held up their good faith end of the contract. This was agreed to by Atlas. I still feel that they should return our deposit because in my eyes they did not come close the fulfilling their end of the contract in a timely manner. We ordered this shower not as luxury but as a necessity because of my wife's progressing R/A problems. The new shower that we ordered from a competitor was installed well within the time frame we were told. It is beautiful and I feel we got a better value for a better price!Thank You!

  

  Business Response

  Date: 03/09/2025

  We understand your frustration regarding the timeline and sincerely apologize for any inconvenience. While we strive to meet all expected deadlines, certain factors, such as product availability, are sometimes beyond our control. Your project was ordered and scheduled as agreed upon, albeit later then you wanted, but we understand that you chose to proceed with another company while still under contract with us. We regret that the timeline did not meet your expectations and appreciate your feedback, however, we have costs also associated with the cancellation. We wish you the best with you new bathroom.

  

  Business Response

  Date: 03/09/2025

  We understand your frustration regarding the timeline and sincerely apologize for any inconvenience. While we strive to meet all expected deadlines, certain factors, such as product availability, are sometimes beyond our control. Your project was ordered and scheduled as agreed upon, albeit later then you wanted, but we understand that you chose to proceed with another company while still under contract with us. We regret that the timeline did not meet your expectations and appreciate your feedback, however, we have costs also associated with the cancellation. We wish you the best with you new bathroom.

  Customer Answer

  Date: 03/09/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:10/04/2024

  Type:Order 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.

  Final payment was 12/23/2022. I called company to advise them of bottom of jacuzzi shower panels exposed due to caulking issue. I was advised that labor is only guaranteed for 1 year. We are snow birds and did not use the shower until June of 2023. The actual time the shower was used to date is 11 months.. So, if labor is guaranteed for one year, should it not be 12 months that we were here to actually use it.?$12,000. for a jacuzzi paneled shower should warrant a fair resolution to this repair. I would expect that a correct caulk job would last in excess of 5 years, let alone 11months.Their response was very dissatisfying and disappointing.

  

  Business Response

  Date: 10/29/2024

  Thank you for bringing your concerns to our attention, and we appreciate the opportunity to clarify our warranty terms and address your expectations. We are committed to ensuring our customers understand our warranties and services fully.
  The installation completed on December 23, 2022, includes a lifetime warranty on parts and a one-year warranty on labor. The one-year labor warranty, as noted, covers any necessary adjustments within the first year following installation, as caulk longevity can be affected by various factors such as water quality, mineral content, cleaning agents, and environmental changes.
  While we understand your point regarding limited use due to your time away, the labor warranty duration is based on the time from installation rather than usage. Caulk, especially in wet areas like a shower, can require periodic maintenance as exposure to moisture and household cleaners can impact its condition over time.
  We would be happy to assist with the recaulk at a service rate of $190 for the first half hour and $100 per hour thereafter. While the initial caulking was intended to last under typical usage conditions, variables in each household can impact its longevity. Please let us know if youd like to proceed with this maintenance option, and well ensure its scheduled promptly.
  Thank you again for reaching out, and please dont hesitate to contact us with any additional questions.