Complaints

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

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  Bath Fitter

  4729 Stockholm Ct Charlotte, NC 28273-5995

  
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  Bath Fitter

  8200 Arrowridge Blvd STE G Charlotte, NC 28273-5620

  

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:02/05/2025

  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.

  Purchased a Bath Fitter tub August 2019. Within the first year, I had them out for concerns of water leaking out the side of the tub. They came out and said that everything was good, but replaced the overflow spout/drain. Still didn't feel like it was fixed, but water wasn't coming out the side onto the tile. Now in 2025, we felt like it was leaking again as we were tearing up the tile to replace flooring in the bathroom and noticed the subfloor having mold. We called them out again and they sent someone for 10 minutes max and said it isn't their tub or plumbing and that it was lack of caulking on our part. The damage is done and we have plumbers coming in telling us we have black mold, water rotted subfloor and having to get all this repaired when it shows in pictures the floor was not black when they put the tub in and now it's mold patches and rotted underneath their work.

  

  Business Response

  Date: 02/11/2025

  We are in communication with Mrs. ********* and I made an appointment with her today (2/10/25) to inspect the job with her. As she describes we did send our plumber out to inspect the tub and he determined that the silicone around the tub where it meets the wall surround had not been maintained properly over the years and that water has been running off the rails of the tub and at some point getting under the tile floor at each end of the skirt panel and from there under the tub. This is the source of the leak.  The drain was inspected also and had no issues. Since the meeting with our plumber the Hatfields have cut the tub out and have removed it from the bathroom. We are reviewing possible next steps.

  Customer Answer

  Date: 02/12/2025

   
  I am rejecting this response because: communication is on-going and with that I still want to keep the complaint open. I'm still not convinced the damage was fully caused by water running off the rails. While some may be caused by that, there was either a crack or leak elsewhere contributing to the amount of water damage, mold and rot under the tub. We had proper caulking, shower curtain and mats in place that any water running off the rails would have been minimal getting actually under the tub to the subfloor. As stated, communication is on-going and they did come out to take a look in person, but this is not resolved enough for me to confidently select "accepted" prompting the complain to close. 
  
  

  

  Business Response

  Date: 02/20/2025

  We inspected the tub and drain when we sent our plumber out and found no issues with either. After looking at the space now that the home owner has removed the tub the water damage is at the left and right corner where the tubs front skirt panel meets the floor. The water damage starts there and has migrated around the front of the tub and both side walls and if not noticed during normal use then water was getting under the tile floor unnoticed. After our investigation we see nothing that has failed with the tub or our installation.
  
  

  Customer Answer

  Date: 02/24/2025

   
  I am rejecting this response because: While I was hoping youd been understanding on this nightmare my family is facing, it appears Bath Fitters is wiping their hands clean claiming no fault at all. *** had 4 different contractors out here getting quotes on what it would take to fix this disaster. Youre basing your results on the initial complaint, talking to associates who did little to nothing when I had leak concerns and an in-person view. What you failed to see, pictures (attached) showing the crawl space, where the drain hole sits and a clear sign of leak origin. By lifting the tub board, you can see the water was leaking around the drain and running down 2x2s all the way to the back wall. Both floor joists are damaged that are under the tub and are needing to be replaced due to losing structural integrity from the water damage along with the insulation. This damage has been going on for years. Bath Fitter ***************** Product Warranty claims "With normal care, they will provide many years of trouble-free service." This is a blatant fallacy as we have cared for our tub over the last 5 years, cleaning with on accepted product, recaulking it, using proper rugs, shower curtains and liners and now were dealing with trouble.When each of the 4 contractors see the mess, each of them told me the evidence is clear; there was a crack in the tub or the drain was not properly sealed.This level of damage is not from shower spray run-off. I'm giving you the chance to help take some responsibility as the pictures and professional opinions are clear, Bath Fitters is at fault. My initial claim indicated my preferred resolution was to either get my refund for the original purchase ($8470.00) or payment for repair of the damages. Considering the cost of repairs exceeds $10,000, I am giving Mr. ****** & Bath Fitters one last chance to issue me a refund of the original purchase before I take legal action on this nightmare they have caused my family.
  

  

  Business Response

  Date: 03/04/2025

  We do regret that our customer is having an issue like this but our site visit to their home before the tub was removed and after it was taken out found no issues with tub or leaks from the drain connection. We will however offer two options as a resolution. One is that we will replace the unit with a tub or shower at no cost, second option is we are willing to meet our customer halfway on the amount of requested refund as the installation almost six years old.

  Customer Answer

  Date: 03/07/2025

   
  I am rejecting this response because: While I appreciate Bath Fitters finally taking some responsibility for the mess they have left me and my family in, I am still keeping this open to see if they keep to their word. Having reviewed their response and two resolution proposals, we will definitely not be accepting the replacement at no cost option for fear this mess would could another disaster down the road. With that, if they are willing to meet halfway on the refund amount, then I will accept and close this complaint once payment is received. 
  
  

  

  Business Response

  Date: 03/07/2025

  We will honor this agreement and have started the process to refund the agreed amount. 

  Customer Answer

  Date: 03/11/2025

   
  I am rejecting this response because: keeping open to ensure agreed upon terms are fully met before closing the complaint/claim.