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:07/28/2024

  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 am very unhappy with my purchase. I have had to have service done 3 times already and I’m still having problems . The faucet now won’t turn off and is streaming out into the bathtub constantly, the glass shower door was not properly installed and fell out and onto my son while he was in the shower hurting his foot and causing him to catch the heavy door so it didn’t break, also leaving a dent in the bathtub floor, which they only fixed by putting one screw on an angle which is now rusting. There is mold forming in the caulk that I was promised was mold proof, the shower head falls off and sprays too high and the shower has no pressure because the plug won’t stay up in the faucet. Lastly, the overfill drain under the faucet had a loose part causing it to leak through the back of the wall and through my kitchen ceiling which I need to replace due to water damage. I am requesting a refund so I can have these things fixed properly.

  

  Business Response

  Date: 08/08/2024

  This complaint has been resolved

  Customer Answer

  Date: 08/08/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Luxury Bath promptly sent someone out the following day to address all of the issues and I am happy to report that everything is fixed.  Thank you. 
  
  
  
  Regards,
  
  
  ********* *******

• Initial Complaint

  Date:11/20/2023

  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.

  My mom was in the hospital and getting ready to go to rehab for a blood clot in her artery (leg) surgery and needed to have the tub removed and install a walk-in shower. Two days prior she took a turn for the worse and was entered into hospice as all her organs were failing. Luxury bath was called 2 days prior and canceled the installation date due to nobody being home to let them in. The next day my mom passed away and now they won't even refund any of my money. We paid $5000.00 deposit. The said they can hold the materials for a year or transfer it to another bathroom which there is only one bathroom or to another house that she owns which we do not. Luxury bath is only out for money and has no sympathy whatsoever.

  

  Business Response

  Date: 11/28/2023

  We are sorry to hear about your loss. We understand that these times can be difficult, and our condolences go out to you and your family. In these unfortunate circumstances, our project agreement does lay out options on how to proceed based on the current situation. Please let us know which of the options laid out in the original agreement would be best suited to your situation and we would be happy to assist you.

  Customer Answer

  Date: 11/28/2023

  
  Complaint: 20896532
  
  I am rejecting this response because: this was my mothers decision to remove the tub and add a walk in shower. She passed unexpectedly. I cancelled 2 days prior to the installation date. I could have just let them do the job and theyd be out the ******* balance because she wasnt here to pay but I was respectful and cancelled so they wouldnt lose out that money. Also the money we did put down was the little money we had left from my dads passing away on 12/25. It just shows this ************** nothing about there customers. Ive lost both my parents. Its just wrong keeping the money when your just going to use the supplies on someone elses bathroom 
  
  
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 11/28/2023

  Our project agreement does lay out options on how to proceed based on the current situation. Please let us know which of the options laid out in the original agreement would be best suited to your situation and we would be happy to assist you.

  Customer Answer

  Date: 12/07/2023

  
  Complaint: 20896532
  
  I am rejecting this response because: your options make no sense, If she is not here to pay for the bathroom why would you offer to do another bathroom in the house? It was the only bathroom we have, second you offered to do another bathroom if my mom owned another house, she only owned the one in question. 

  You charged the credit card right away before we even signed the contract a week later and also, we put down more than what was requested at the time to start the project.   
  
  
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 12/19/2023

  Our customer agreements all have options for these unfortunate situations.  If you are having trouble locating where these options are on the agreement, please feel free to call our office and we will be happy to assist you. 

• Initial Complaint

  Date:06/14/2023

  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.

  We had a full bathroom remodeled, The main problem is the shower stall does not drain properly. We have to literally scrape/push the excess water to the drain or else it remains both in the pan and lip areas.

  

  Business Response

  Date: 06/20/2023

  We are sorry to hear you arent completely satisfied with your shower stall floor.   Our goal is for all our customers to have a bath that they love and that will stand the test of time.    Typically, if there are any concerns or issues with any of our projects, the first step is to have one of our technicians come out and diagnose the situation and determine any issues. 
  

  Upon reviewing the service notes for this project, we noticed that we have been out to examine this shower floor on a few different occasions.   The notes from each of these visits indicate that the shower pan is draining correctly and quickly.  It seems that the nature of this complaint is that the shower pan is not completely free of water after the shower drains.  As this is not a typical issue that arises with our installations, we have had multiple technicians review the installation and inspect the shower floor and its installation.  Each of these technicians pointed out that the shower pan will have some remaining water on the pan after each shower is completed.

  
  The floor of a shower will typically have some residual water that will need to evaporate after the shower is completed.  Not all water will be evacuated down the drain after the water has stopped running.   This has to do with the surface tension of water.   All surfaces that are exposed to water will have this same tendency.   An example of this is a glass shower door, which is a completely vertical, smooth surface.  After a shower is complete,despite the completely vertical surface, water still stays on the shower door until it evaporates.  The same is true with the shower stall floor. 
  

  However, water should not be filling the shower pan, as this indicates a problem or back-up in the drain.  Our technicians have come out to check that water is not filling, the drain is not clogged, and that the only remaining water in the shower is residual water from the showering process that will evaporate naturally.   Since the shower floor is a water bearing surface, this normally occurring residual water will not cause any issues in the shower floor or wall system.

  
  With all that said, we still want all our customers to be satisfied with their shower systems.  Even though the shower stall is functioning properly and as intended,Luxury Bath would be happy to refund you the cost of the shower floor.    This refund will allow you to replace the shower floor with a different floor if you believe it will be more to your liking.   

  Customer Answer

  Date: 06/22/2023

  
  Complaint: 20185627
  
  I am rejecting this response because:
  The water that remains in the shower pan is not normal. Puddles of water remain in four areas of the shower pan (not the corners) for more than a 24 hour period. There is nothing wrong with the drain. The pan is not graded properly. It is a well known fact that lingering water can cause mold growth. After 3 months I had mold growth. The caulk was replaced for a 3rd time (a whole other issue).
  Also water shoots out from under the door and leaves droplets of water on the floor.
  I want luxury bath to fix this problem and they refuse. I paid ********* for this bathroom. They want to give me ******** and want me to sign a Non Disclosure Agreement. No one will fix this for that amount of money. I refuse to be silenced.

  Luxury Bath has done me an injustice and I want them to rectify this problem.

  Also, every worker that came back to my house to fix the many other problems that I had, except for the two people that initially installed the shower and bath tub, told me that they never saw a shower pan hold the water like mine did.

  They all said that they would mention it to management.

   

  
  
  Regards,

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

  

  Business Response

  Date: 07/14/2023

  We would be happy to discuss a different refund amount based on your findings of the cost of replacement.  Since you are unable to find a replacement product for the amount previously specified, we would be open to seeing the replacement costs that you have been quoted and possibly increasing our refund to correspond with these quotes.  Please contact us directly to discuss the best method to share these quotes.

  Customer Answer

  Date: 07/19/2023

  [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 is satisfactory to me, depending of course on their offer. For the record I never had anyone give me an estimate for redoing my shower. I just made a comment that it would cost a lot more than ********* to fix someone elses mistake.

  I will look into having a professional assess the situation, then make contact with Luxury Bath.

  
  Regards,
  
  ***************************************;

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

  Customer Answer

  Date: 07/25/2023

  
  Complaint: 20185627
  
  I am rejecting this response because: For the record, I never had anyone give me an estimate for redoing my shower. I just made a comment that it would cost a lot more (in labor) than ******** for parts to fix someone elses mistake.

  I will look into having a professional assess the situation and give me an estimate if they are willing to remedy the problem.
  
  
  
  Regards,
  
  ***************************

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

  

  Business Response

  Date: 08/01/2023

  This matter was resolved on 7/19/2023  - customer agreed to send over quotes to substantiate their claims of additional costs - we are waiting on those quotes. 

• Initial Complaint

  Date:04/23/2023

  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.

  Date 3/30/2023. *** paid: $28,000 Issues: 1. Wrong toilet installed after quite a few discussions/ email exchanges. Ordered a 1pc Kohler almond, chair height, elongated seat toilet and received a 2pc standard toilet. Need toilet requested due to disability/ **.*** told me one would be ordered and installed but would take time as it is not available. I contacted Kohler myself and learned almond colored toilets were permanently discontinued. Had I known this from the beginning, I would've selected the biscuit colored tub/ toilet. I asked for an addendum to the contract stating they would replace and received a text. I picked a different toilet and received no response. I called, sent an email and not receiving any responses.2. Damage done to walls not fixed. The worker told me I could fix myself. They then just rubbed spackle on the wall 3. Measurements were not done to ensure light fixture fit above new vanity cabinet. Had to pay an electrician to raise light fixture and now have a hole in the wall.4. New caulk installed on tub turned teal.5. Different floor tile colors installed (?)6. Mirror doors misaligned Bathroom downstairs done last year: Price: approx $17,500. Silicone caulking yellowish in one area, in the tub molded, and seat has a small crack. What I'd like from Luxury Baths to make this right:1. Phone call to work with me in picking/ ordering 1 pc, seat height, elogated seat almond equivalent colored toilet, estimated time frame when to be installed.2. Replace teal colored caulking/ silicone in area under bath faucet in bathroom just done.3. Replace yellow silicone in small area in bathroom done last year, and silicone in shower area at no charge to compensate for holes / damages to walls/ toilet issue 4. Fix or replace cracked seat in bath seat downstairs.Luxury bath surprised me with their non-responsiveness and now give me the bitter impression they only care about fast completion, not customer satisfaction Having trouble loading pics.

  Customer Answer

  Date: 04/28/2023

  
  Better Business Bureau:
  
  

  The company has reached out to me to address my concerns.

  
  Regards,
  
  *************************