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Business Profile

Bathroom Remodel

Bath Fitter of Buffalo
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In 2013 we had Bath Fitter install a bathtub insert and a shower surround. A mold problem began in the bathroom (not related to the work by Bath Fitter). During a mold inspection and quote to fix problem the inspectors noted that the surround was pulling away from the ceiling and mold was growing between the surround and the wall. The surround needs to be removed and area cleaned. If the surround was not pulling away from the ceiling the mold would not be growing there and the surround would not need to be removed. A Bath Fitter rep came to the house on 3/12/24 and looked at the problem. On 3/13/24 I received a phone call from Bath Fitter and they stated that the issue with the surround is not covered under their warranty which they advertise as lifetime on product and installation. The rep said that the moisture that was being created is "probably causing a breakdown of the adhesive". That would be the adhesive they used to install the surround that because it is "breaking down" allowed the surround to separate from the wall allowing the moisture in and thus creating an area for mold to grow. They will not cover any of the replacement of the products after the crew removes and remedies the mold problem. While I do agree the main mold problem was not caused by Bath Fitter I do believe that the poor adhesive products and possibly the poor installation allowed the mold to grow in an area that with better products and work would not.

    Business Response

    Date: 03/14/2024

    Good morning, We did go to Mr. ****** home as requested on March 12th to inspect our shower wall and ceiling. 
    This was a request by Mr. ***** because there is moisture throughout the
    entire bathroom.  Because of the moisture
    within the drywall, it has caused the adhesive that we use to release from the
    moist drywall.  Because the moisture and mold throughout the entire bathroom
    is so bad, the mold inspector is recommending that all the wall material in the
    bathroom needs to be removed.  This is to
    include our product on the wall and ceiling. Our lifetime warranty covers our product and adhesives that
    we use against defects.  As Mr. *****
    states in his complaint “While I do agree the main mold problem was not caused
    by Bath Fitter..” our adhesive is only as good as the wall material that it is
    adhered too.  There was no physical
    damage to our product. It is my professional opinion that the moisture issue that
    Mr. ***** is having throughout the bathroom caused the wall material to become
    moist and our adhesive released because of that condition. We are willing to work with Mr. ***** on the cost of the
    replacement.  Since he feels that the
    ceiling release due to adhesive problems but, as I stated this is truly not the
    case, we will replace that ceiling at no charge.  It sounds like the mold inspector is
    recommending that all of the drywall in the bathroom is to be removed down to
    the studs and this will include our product as well.  I will split the cost of a new wall system
    with Mr. *****.  Retail for a new wall is
    $2,747.00.  The price for a new wall
    system installed would be $1,373.00.  If Mr. ****** tub liner also needs to be replaced and his
    existing tub needs to be removed, I will even split the cost of that with him
    as well.  If the mold inspector does recommend that
    the existing tub is to be removed, one of our Free-Standing tubs will need to
    be installed.  The retail cost of that
    tub is $3,800 and we will install this for Mr. ***** for $1,900. Here is background material. 
    We did the install for Mr. ***** in 2013.  Since 2013, we have not had any other service
    requests for this address.  I have also
    attached a copy of our service request for March 12th, 2024. Thank you for your time. Tom G******

    Customer Answer

    Date: 03/15/2024

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We would like to know if the $1373.00 for the wall surround and the potential $1900.00 for the tub liner could be credited to an upgrade to different surround or other work to be done by Bath Fitter (the business)? 

    Regards, 

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

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