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

  406 Bloomfield Drive West Berlin, NJ 08091-2409

  
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  Bath Fitter

  542 Industrial Dr Lewisberry, PA 17339-9534

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:04/21/2025

  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.

  We had a sales person visit our home on February 12, 2025. We explained our problem of crumbling grout on our shower tile. Sales person said it can be fixed with tile removed down to the studs, new waterproof board installed and new acrylic shower walls and ceiling installed. Price quoted for the work was $8745. This is with a 10% discount if I commit within 24 hours (pressure). I initially said no, but we agreed to think about it. I had been dealing with the aging grout for so long, I decided to move forward. The work was scheduled and done on March 31, 2025. A few weeks later, the corner molding from ceiling to floor came loose near the floor. To my surprise, I could see my tile still there! They put the acrylic over my existing tile instead of removing completely and installing new waterproof board. I reached out to Bath Fitter immediately on finding this. They said the install manager would call me back. I also called our sales person and he assured me that the company would make it right. The install manager called and said that they give the installers "carte blanche" to do what needs to be done. I explained that I didn't pay $8745.00 to slap acrylic over my existing tile. He said it was a sales problem and that the sales manager would call me. I spoke to the sales manager and he said the sales person "misspoke" and they would have to go to corporate with the issue. I let the girl that contacted me at corporate that I was looking for them to redo the whole job the way sales explained it would be done or I would like half of my money back since they only did half of the job. They offered me $645 which was a total insult considering what I paid and what I was supposed to get. I have contacted my credit card company, the attorney general, and you hoping to resolve this issue in a fair manor. I felt deceived and certainly taken advantage of.

  Business Response

  Date: 04/22/2025

  Bath Fitter is in receipt of this complaint, and we wish to mark this matter as closed. On 2/12/2025 our customer entered into a signed contract for products and services. The terms of the contract clearly state that we will make repairs to the existing wall as needed, that our unit will be bonded to said wall with butyl adhesive, and that there are no verbal understandings that modify any terms of the agreement (please see attachments). The customer did notify us of the acrylic separating and Bath Fitter is proud to stand behind its lifetime warranty. We will come and make the needed repairs.

  In order to enhance customer satisfaction and rectify any misunderstanding the customer may have had with the conversation they engaged in with the sales rep, Bath Fitter offered to compensate them in the amount of $683.00 had the removal of the wall and tile been deemed necessary. The customer declined said offer. Bath Fitter will leave this offer on the table as a way to resolve the customers concerns. 

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  First off, I did not have a copy of this contract until now!! This is very upsetting to say the least 

  We were pressured into making a fast decision with paying 10% more. We based our decision on what the sales person told us while in our bathroom explaining how all the tile will be gone down to the studs and new waterproof board put in before the acrylic is installed. This is what we based the price given and our decision on. The sales manager admitted that the sales person misspoke. We are holding to our belief that they pressured us into making a quick decision. Did not leave a copy of this contract with us, and lied about the work promised. Aside from the pressure to sign quickly, it now seems like a bait and switch tactic they used on us.

  I want the work done as verbally promised or I would like half of my money refunded.

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

  Business Response

  Date: 05/02/2025

  Bath Fitter has reviewed the customers concern again and we are going to redo the job down to the studs. We are in contact with the customer and will continue to be until the job is completed. The materials have been ordered and that process can take up to 6 weeks (no later than 6/9/2025). Once we receive them we will contact the customer and schedule the work for completion. This is a work in process. 

  Customer Answer

  Date: 05/05/2025

  [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 is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******** ******