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:01/12/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 with Mr. **** ****** of Luxury Bath of Raleigh to do a bathroom renovation at my home located at **** ******** *****. He had me fill out ALL THE PAPERWORK, SIgned it and THAT WAS IT! HE DID NOT INFORM ME THAT I HAD 3 DAYS TO CANCEL THE CONTRACT, HE ALSO DID NOT INFORM ME THAT THE FINANCE COMPANY WOULD ADVANCE HIS COMPANY 50% OF THE TOTAL CONTRACT UP FRONT! THE Contract was signed in October 2022.
  
  In December 2022, I informed Luxury Bath that I was NOT able to proceed with the renovation as my financial situation took a turn for the worst and was unable to make any payments.
  
  Mr. ******* ********** informed me that the Contract had to be completed by March 20, 2023 because the funding would expire by then. He informed me that I cannot cancel the contract because I did not inform them to cancel in the 3 day time frame. I informed Mr. ********** that I did NOT know about the 3 day cancellation process and he stated that I signed the contract. I NEVER told the Saleperson, Mr. **** ****** that I wanted the job to start in March 2023. I told him that I wanted to start after April 2023.
  
  I have been in constant contact with the Company by way of phone calls, e-mails, BUT, THEY HAVE NEVER RESPONDED.
  
  I have asked the Sales Person to inform the Company to please cancel the contract and return the money (approx. $19k) to the Finance Company. How can a reputable business who has operated for over 20 years take away someone's money without any work being done? Do they NOT have any morals.?
  
  The Sales Representative told me that "customer satisfaction is their main concern, YET, they have NOT responded to all of my phone calls and e-mails!
  
  I am asking the Better Business Bureau of North Carolina to intervene because I have left too many messages and NONE have been answered.
  
  Thank you for your assistance.
  I

  Business Response

  Date: 01/16/2023

  Mr. **** signed a purchase agreement with Luxury Bath and
  Kitchens to remodel his bath on October 27, 2022. Per state law, Mr. **** was
  afforded until October 31, 2022, at midnight, to cancel the project and be held
  harmless. As part of the signing process Mr. **** was directed to initial on
  page 4 of the purchase order where the cancelation policy is clearly
  enumerated. By initialing that field, Mr. **** acknowledged that he was made
  aware of the cancelation policy.
  Mr. **** decided that he wanted to cancel the project in
  late December. Please note, more than 8 weeks had elapsed since the purchase
  order had become binding. In that time many man-hours had been invested to
  address the planning of the project while all the elements of the project were
  put on order with our manufacturers and vendors. There is no mechanism to
  cancel custom manufactured parts once the order is placed.
  A 50% deposit for the contracted work is standard operating
  procedure in the remodeling business. Mr. **** chose to fund the project
  through a third-party lender. While in the house with Mr. ****, Luxury Bath
  & Kitchens requested the 50% deposit from the finance company. Subsequently
  they sent Mr. **** an authorization request, complete with 6-digit code, that
  only he could confirm. He did confirm via his smart phone.
  Luxury Bath & Kitchens did offer to delay the install of
  the project until April or even later if desired. Luxury Bath & Kitchens
  simply pointed out to Mr. **** that under the terms and conditions of the
  lender, an autonomous third-party finance company, the funding window would
  expire before April. Luxury Bath & Kitchens provided a few remedies to
  address the pending expiration of the funding, remedies that were met with
  opposition on the part of Mr. ****.
  Luxury Bath & Kitchens maintains a quick response policy
  when dealing with our valued customers. To ensure these policies are followed
  we log all interactions. There is a record of numerous outreach and responses
  from the sales consultant, sales manager, and owner in addressing Mr. ****’s
  concerns. For Mr. **** to suggest that Luxury Bath & Kitchens has not been
  highly responsive to him is simply untrue.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 18722955
  
  I am rejecting this response because:

  I filed a Complaint with this Company several months ago, however, I wish to refile this Complaint as this Company fraudulently prepared an illegal Contract for me to sign based on the fact that the ******************** *************************** requires ALL Companies that engage in ANY contract OVER $30K MUST have a VALID ** Contractor's License. ******************** Bath of ******* has been in business for over 20 years and they know of this requirement. However, they did NOT think that I would research them only to find out that their license expired in 2015 and was NEVER renewed! Based on the fact that Luxury Bath does NOT have a VALID license to engage in contracts over $30K, they had absolutely NO morals to prepare this Contract! They have already been paid over $19,000 and they have REFUSED to return this money to the ***************** that granted the loan. I have filed a Complaint both with the ** ************************* and the ** ***************************. How can Mr. ******************** Schweitzer sleep at night knowing full well that they SCAMMED ME? How many other unsuspecting customers did they lie to? If this case were to go to Court, then, I would have my Attorney subpoena their records for 2021. There were over 400 such complaints similar to mine in the *********************** is 2021. These Contractors are reckless and have absolutely NO REGARD for the laws of this great State! They MUST be punished to the FULL extent of the law. Luxury Bath took a ****** on this Contract as they were NOT aware that I would do diligent research on them. I should have done this in the beginning, however, I was a VERY TRUSTING person.....NO MORE! PLEASE HELP ME RECOVER THE $19,000 THAT HAS ALREADY BEEN PAID TO THEM. Thank you for your assistance and understanding. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  See attached documents for detailed information & other supporting documents. Quick overview: Luxury Bath did a bath remodel for my home and did not get any permits prior to starting the work. The work is almost complete & I am demanding they get the proper permits & inspections. During this process, I found out they are only licensed for plumbing work although their website states "full service remodeling services that can include lighting, flooring, vanities, & more" with "custom built remodeling solutions." When Luxury Bath finally applied for the permit (on the work ALREADY performed) they stated the project was only $18k in value, when they charged me over $31k, which would require a licensed general contractor. They have continually lied to me a various points througout the process, and are now lying to the Town of Cary to get a permit. I am now concerned that the work will probably have to be re-done, and I am at a loss at to what my options are to demand they make the situation right, yet they are unlicsened to do so. I am also concerned they have done similary work with other customers without proper permitting and work that is not up to building codes, risking the safety of homeowners.