Complaints

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

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  Bath Fitter- Albany

  1839 Central Ave Colonie, NY 12205-4780

  
• 

  Bath Fitter- Albany

  PO Box 13446 Albany, NY 12212-3446

  
• 

  Bath Fitter- Albany

  1839 Central Ave Albany, NY 12205

  

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:08/22/2023

  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.

  So once we got our install date everything was fine and then they had to reschedule due to an employee getting hurt! I get it things happen but I had demodulation my entire bathroom a week prior to be ready and the earliest they could get us a new appointment was august 16th when our original was July 16th. So now me and my wife and 3 little ones had to share a small bathroom upstairs where my kids sleep for almost a month! Then when the new date came around they had to reschedule again to the next day! The employee arrived and worked hard but worked from 8am till almost 1030 pm! My kids were asleep and so was my wife by then and I was falling asleep on the couch waiting because if I told him to leave I wasn’t sure if he would come back because of there track record! He finished and I was like I’m not paying full price for all the agrevaiton they caused us and I’m also set to deploy in September and now have to finish a bathroom in 3 weeks rather than a month! He said okay well you owe 5295.00 and he then said is 4295.00 okay! Which I replied fine! He then left after I paid what he asked for and signed for! The next day my wife found nothing but debris and damage to our drier in the basement directly under the bathroom! Bath fitters then called me demanding the extra 1000 that he worker took off for all the prbs this company has caused me! They are now threatening to send this to legal and defer all my warranties! This company has been an absolute nightmare! I wouldn’t recommend them to anyone and now I have to deal with legal action and possible warranty issues, when in fact they are the ones that have been horrible! Not to mention I took 3 days off for this between the diff scheduled appointments and those are days and money I’ll never get back!

  Business Response

  Date: 09/07/2023

  We have reviewed Mr. ******* complaint.  Customer satisfaction is one of our highest priorities and it is our understanding that Mr. ***** is/was pleased with the product he received from us.  We understand that rescheduling an installation is not convenient to the customer and we do strive to prevent that from happening.  Mr. ***** was initially scheduled for July 26, 2023 for installation.  We left a message for him on July 18th to let him know that we needed to reschedule due to an unforeseen situation with our installer. We received a call back from him on July 24th.  At that time, Mr. ***** requested that the installation date be pushed to mid-August because he told us that he ripped out the subfloor to the bathroom and that he could not get us in there to do the work any sooner.  He was scheduled for August 16th.  Unfortunately, that morning our installer called in sick and we did not have any available back up that we could send to perform the installation.  We left a message for Mr. ***** at 7:44 am to let him know that we need to reschedule the installation for the next day.  When he called back, he was upset about the reschedule at that time but agreed to us performing the installation on 8/17 instead.  The installation was completed the next day.  It did take the entire day to complete.  During the course of the work, our installer saw that there had been some material that fell into the basement area.  He went into the basement and cleaned up the debris.  During this time, Mr. ***** expressly told him that he did not have to do that, that Mr. ***** could take care of it.  Our installer insisted on performing the clean up work and, while doing so, did not notice any damage to the dryer.  Mr. ***** also did not complain to the installer about the debris or about damage to the dryer.  At the end of the installation, Mr. ***** claimed he would not be paying for the entire job.  He represented to our installer that he called our office and spoke to someone about not paying the full amount.  It should be noted that we have no record of such a call being made and that no authorization was received from our corporate office approving a reduction in price.  As Mr. ***** was initially refusing to withhold far more than the $1,000 at issue, our installer asked if he could just withhold that amount with the expectation that the payment dispute would then be turned over to corporate.  The next day, when corporate offices opened, the payment dispute was turned over to Management.  Corporate Management spoke with Mr. ***** on 8/18, explained that he needed to pay for the entire product as per his contract, and that he would be offered a $150 inconvenience refund for the rescheduling.  He refused and stated that he would be contacting a lawyer.  We understand Mr. ******* frustration over the rescheduling, but he was offered compensation for that and had no complaints about the installation or products received until we attempted to collect payment of the remaining $1,000 owed.  A copy of the job completion form signed by Mr. ***** is uploaded with our response. 

• Initial Complaint

  Date:07/21/2023

  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.

  Purchased a walk in shower on April 12, 2023, at a cost of $7,365.00. It was installed with the wrong shower curtain rod (they installed curved rod instead of the straight rod I ordered. ) They had already drilled holes, and could not change it back to the rod I ordered. It was installed incorrectly - loose - they came and did again - more holes - still not correct. Scheduled repair calls twice - BOTH TIMES MY WIFE WAITED ALL DAY FOR SERVICE MAN - NO CALL TO CANCEL - NEVER SHOWED UP BOTH TIMES. The customer service for this company is almost NON-EXISTENT - NO CALL BACKS! They supposedly offer a lifetime limited warranty - but - you can't get through or a call back. I paid $275.00 for a curtain rod I did not get, and my wife missed two days of work, which equaled $500.00.

  Business Response

  Date: 07/27/2023

  We have reviewed the customer's complaint.  This job was completed on April 13, 2023.  The customer did not report to us at the time of installation that the rod was not correct.  We received a call from the customer on 4/17/23 indicating that the shower rod was loose and questions as to whether the silicone needed to be redone.  We sent a repair technician to the customer on April 18th.  Our technician changed the screws on the shower rod and re-siliconed the base of the unit.  The customer signed off on this work being completed and a copy of that form is attached with our response. The customer called back on May 3 indicating that that the rod was still loose.  We were able to offer a repair date for 5/24/23.  Unfortunately, there was an error in our scheduling system which resulted in our repair technician missing this appointment.  We spoke with the customer again on 5/31 and 6/1 to try to schedule a new repair date.  We were able to offer 8/11 as our earliest date.  However, we called the customer back on 6/2 to offer an earlier date of 7/13 as we had an unexpected opening in our schedule.  The customer accepted the date for 7/13 but on 7/3/23 called our office and cancelled the repair. We had not heard back from the customer after that until receiving this complaint.  Customer satisfaction is extremely important to our company and we are happy to reschedule the repair for the customer.  

  Customer Answer

  Date: 07/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The companies information and dates are incorrect.  TWO NO SHOWS - NO CALL TO CANCEL - WAITED TWO DAYS.  First repair call for caulk took TWO WEEKS.  Also, the installer, ****** was told immediately that we did not order a curved shower rod, but he said we couldn't change to the straight rod we ordered, because he had alreadiy drilled holes for a curved rod - we had no choice, installation was almost complete on April 12, 2023 NOT APRIL 13.  Rod was loose.  After a two week wait for a repair call, Brian arrived and said wrong screws were used - he drilled again and put in correct screws - still loose, but we DO NOT WANT ANY MORE HOLES DRILLED - YOU ARE MAKING THINGS WORSE. We have had to settle for a loose curved rod.  Also, you made to repair call appointments TWICE - NO SHOWS - NO CALLS - WAITED ALL DAY - MISSED WORK.  i cancelled rod repair appointment, because I can't take the chance of someone making it worse.  Over $7000.00 - I think we deserve some compensation for the problems you created.  Your customer service is the most unresponsive I have ever encountered.  I have been an office manager for 50 years, and have never had such poor customer service.Also, do not claim a non-skid tub surface - you could kill yourself.  I have read many dissatisfied customer statements online; so, I know I am not alone.
  
  
  
  Regards, 
  
  **** *******

  Business Response

  Date: 08/08/2023

  We have tried to resolve this matter with Mr. ******* and address his concern that the installed rod is loose. Mr. ******* has refused the service. We are happy to provide Mr. ******* with a straight rod instead of a curved one to resolve this matter. However, apart from Mr. Casullo’s concern that the rod is loose- we we are happy to address- the product purchased and installed is not deficient and would not justify compensation to the customer. 

  Customer Answer

  Date: 08/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  
  
  Regards, 
  
  **** *******
  
  YOU DRILLED HOLES FOR A CURVED ROD INTO MY NEW SURROUND - THIS CANNOT BE CHANGED FOR A STRAIGT ROD DUE TO THE SET BACK OF THE ROD HOLDER.  You CANNOT fix this - I am forced to keep the curved rod due to your mistake.  I think compensation is in order since this cannot be fixed. 

  Business Response

  Date: 08/28/2023

  The business has offered a $25 refund to the customers to resolve this matter.

  Customer Answer

  Date: 08/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  
  
  Regards, 
  
  **** *******
  
  THIS IS ONLY PROVES WHAT AN UNRELIABLE COMPANY BATHFITTERS OF ALBANY IS AND CONTINUES TO BE.  This is a totally inappropriate offer. You installed an incorrect shower rod, which cannot be changed - now we are left with no option to change it - can't go from curved to straight because of all of the holes you drilled for curved. 

  Business Response

  Date: 08/29/2023

  We are willing to schedule a service call to discuss your concerns.   Please let us know if you'd like us to schedule a service call.  

• Initial Complaint

  Date:07/20/2023

  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.

  I had a walk in shower done July 1st. The guy who did my shower dropped a piece down the drain, and had to cut a hole in my downstairs neighbor’s ceiling to get it. He came back the following day. He left a mess in her bathroom, and didn’t properly fix her ceiling. I live in a condo complex. She has been asking me just about every day if I have heard from someone from Bathfitters about fixing her ceiling. I have been calling and emailing since July 5. Sara keeps saying she is waiting for a supervisor to contact her because they aren’t familiar with fixing a popcorn ceiling. Now my neighbor is going to file a homeowner insurance claim. I don’t want to be responsible for paying for anything if she gets a bill. I also have been waiting for the shower door, and for someone fix my shower so I don’t have to push water down the drain every time I shower. Can someone please contact me? I sent Sara pictures of my downstairs neighbor’s bathroom.

  Business Response

  Date: 07/18/2023

  This complaint is directed to the wrong Bath Fitter Franchise. We are Bath Fitter in Clearwater Florida and handle the territory of Hillsborough, Hernando, Pasco and Pinellas counties in Florida. Please send this to the correct Bath Fitter.Thank youJody S****VPBath Fitter  **** Calumet St Clearwater, FL 33765 ************

  Business Response

  Date: 07/31/2023

  We reached out to the Customer on 7/5 and 7/18.  We have also left voicemails and texted the customer to schedule a time to perform repairs.  We were able to  with the customer again on 7/28 to resolve her the matter directly with her.  A positive customer experience is very important to us and we hope to have this matter resolved efficiently and to the satisfaction of the customer. 

• Initial Complaint

  Date:05/18/2023

  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.

  On February 22, 2023 a consultant from Bath Fitter came and we planned out my shower remodel. A rendering was sent to me that same day of the items we discussed and it matched what I wanted and what was discussed between myself and the consultant. A contract was signed. On installation day, the installation of the shower head did not match what was in the picture. Come to find out, the consultant had ordered the wrong shower head on the order form and it did not match the picture that was sent to me that we both agreed on.
  
  I called Bath Fitter of Albany after the installation and asked to have the correct shower head sent to me. They said they would send it out and that I would be in charge of installing it myself because of a shortage of installers. I agreed and waited a week for the new shower head. When it arrived it was the same shower head that was already installed. I called Bath Fitter again and after about a week and half they finally got back to me after repeated calls.
  
  In this call they said that I had never paid for the shower head that I wanted and that it is my fault that the order form was incorrectly filled out. I was then instructed to email Sarah from the installation department a copy of the rendering that the consultant had created to show that I was supposed to have the shower head that was discussed. After two days of hearing nothing I called Sarah to see what the status of the shower head was.
  
  During this phone call, Sarah continued to say that it was my fault the order form was filled incorrectly and that even though the rendering showed the shower head I wanted there was nothing they could do. She then proceeded to have a shouting match with me over the phone saying to "stop calling her about this" and that "her manager would not talk to me." I have never been yelled at over the phone like this. The unprofessionalism of Sarah makes me want to never recommend Bath Fitter to anyone ever. Bath Fitter should send me the shower head I ordered

  Business Response

  Date: 06/02/2023

  We have reviewed the complaint and investigated this matter internally.  The showerhead that the customer requested is not the shower head that he contracted for - it is an upgrade.  This was explained to the customer on more than one occasion. We have offered a 20% discount on the upgraded shower head. It should be noted though that the shower head that was ordered was the shower head that was installed.  

  Customer Answer

  Date: 06/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I can see at this point that Bath Fitter does not consider themselves to be in the wrong for a mistake made on their end. The misleading, though I am sure it was not intentional, was still a mistake on their end and as a business they should just make it correct in the end. I do believe that I should receive the shower head because it was what I was led to believe I was purchasing. I will not be purchasing an "upgrade" from them because it was my thought that I was getting this in the first place. They should do better with communication to the customer. 
  
  Regards, 
  
  ******* ******

  Business Response

  Date: 06/21/2023

  I am General Counsel for Instant Bath. Our price lists are considered proprietary and, if at all possible, we would prefer not to submit that information. However, the ****** shower head ordered by this customer was $636. Its retail price is $795 which includes labor for installation and then the customer received a 20% discount.  The ******** shower head is considered an upgrade because it is a shower head/handheld combo. The ****** is not. The retail price for the ******** is $595 including labor.  I am attaching the EOI (order form) for the original order so you can see where the shower head was charged.  Please let me know if there is any other information you require.  

  Customer Answer

  Date: 06/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I can see this is not going to go any further. I just want them to know that they have horrible business practices and I will not be referring them to anyone in the future. 
  
  Regards, 
  
  ******* ******

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  on March 15,2023 we had an estimate by bathfitters **** ******* ******* albany,ny 12205, mailing address ** *** ***** albany,ny 12212, done for a new shower installation. We wrote a personal check for a deposit of 2650.00 the same day. We then decided to explore other companies for comparable products/options and notified David the same day , march 15,2023, that we wanted to cancel,and asked for the deposit back. We have not received our deposit refund and have been calling several times per week since to resolve the issue with no success. The customer service representation is less than helpful and I believe we have been more than patient in waiting for our refund. I have read SEVERAL other complaints regarding similar issues from other potential customers on your site and cannot believe they have an A+ rating. I would like my refund of $2650.00

  Customer Answer

  Date: 04/17/2023

  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.  complaint ID is ****** has been resolved. check ws received today after 1 month!! 
  
  Regards, 
  
  **** ******* 

• Initial Complaint

  Date:03/22/2023

  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.

  I had booked an appointment for services, 2 months ahead, and explained that the work had to be done before the first of the year as it was for the apartment upstairs. First appointment was set for New Year’s Eve. They called and changed it to the 12th of December. I called the Thursday and Friday the week before to confirm. Nobody answered or even called back. Monday came and nobody showed up. Stephanie called Tuesday to give me an appointment for that Wednesday and I couldn’t do it as I had another appointment. I spent 2 months calling the main headquarters with no luck. Finally, got through and I ended up speaking to Mercedes. They refused a refund of my deposit, which was 1500.00. I told her that I should not be penalized for their mistake. She called me back to tell me that I would receive a check for 1000.00. That was over two weeks ago and still nothing. Called Monday and still no return call. I would like my refund and I am having no luck getting anyone to call me back.

  Business Response

  Date: 03/23/2023

  We apologize for the communication delay with this customer.  Her refund has been issued and is being sent via expedited delivery.  We have reached out to her to explain the situation and let her know that her refund should be received shortly.  

• Initial Complaint

  Date:01/16/2023

  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.

  We signed the contract on 10/15/22
  The install was on 1/3/23
  Along with other concerns, we realized that the tub we were sold and was billed for was not the tub that was installed. We were sold the higher quality Empress Extra Deep Tub and were switched to the smaller Duchess tub- which was also installed with a damaged (abrasion) on the right inside corner... Our original contract copy shows we were sold the empress tub. The paperwork the installers had us sign had been altered to omit the name of the tub, and to include additional different information that was not on the original contract we signed on 10/15/22.

  Business Response

  Date: 01/31/2023

  We have confirmed that the wrong model tub was ordered and installed.  We have ordered the correct replacement product for Ms. ******.  We need to wait for the new product to arrive and Ms. ****** is currently scheduled for a replacement on March 1, 2023.  We apologize for the inconvenience this has caused Ms. ******. 

  Customer Answer

  Date: 01/31/2023

  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,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/12/2023

  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.

  On Sept 5th, 2022 I gave ******* **** sales rep named Rick ( his phone number is * *** *** ****) a deposit for $ 1,500 to in install a shower replacement for my disabled wife, the installation date was to be on 12.06/2022, the called a few days before and canceled the installation due to the lack of help, please not no fabrication of any material has been made. , they gave another date for late to mid-February 2023
  My wife has since passed away over the holidays and there is no need to replace the shower and the property will be up for sale in the spring of 2023
  several attempts has been made via phone to * *** *** ****  as well as the manager, her name is Mercedes and her direct line is * *** *** **** 
  all my calls are being ingnored or not answered
  
  I believe I am entitiled to my deposit of $ 1.500.00 back, as they broke the orginal contract date of installation on 12/06/2022 and did not fabricate any material as of that date , nor have they reschedule a new date- of which I have no need
  Please advise at your earliest convenience **** ******* *** * *** *** ****

  Business Response

  Date: 01/24/2023

  We are sorry for Mr. ********* loss and have provided him a refund which was processed on January 17, 2023.

• Initial Complaint

  Date:09/24/2022

  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.

  After Bathfitter installed a complete upstairs shower on 9/12/2020, a leak in the downstairs ceiling directly below became evident. Although they returned and recaulked the shower threshold, the leak on the downstairs ceiling below was again evident by the summer of 2022. On 8/10/2022, a Bathfitter’s plumber assessed the shower floor and the floor joist through direct observation and by creating a hole in the ceiling below. He confirmed that the leak was definitely coming from the shower, probably due to an incorrectly installed threshold; this was causing sagging of the shower sub flooring and was dripping to the downstairs ceiling. He was to make his recommendation to the company that a new base, correctly installed threshold and shower subfloor needed to be rebuilt and that the downstairs ceiling would need to be sheetrocked and painted. It was advised that the shower not be used until this work was done.
  Since 8/10/2022, multiple phone calls by me to the company to check the status of this project were made. The “Office Scheduler” has made multiple dates for the work to be done; these were followed by repeated (2) “no shows” on those dates provided without notification and in addition repeated calls to reschedule already provided dates. Most recently, a date was set for 9/27/2022 and within 48 hours another call from the Office Scheduler was received stating that she was told by her boss that this date too was not possible. No date for the repairs is on the calendar currently.
  In addition to this inefficient and frustrating process, the request to speak with someone in higher authority has been made multiple times through the Office Scheduler. No calls from anyone other than this front line staff person have been received. There is no corporate telephone number, customer service or any other contact provided on the website nor by the office.

  Business Response

  Date: 10/04/2022

  Good afternoon, We apologies for the delays to this service calls. We spoke with the Manager for that location and have been informed that the customer has been set up with a service date of 10/10/2022.  

• Initial Complaint

  Date:08/08/2022

  Type:Delivery 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’m filing an official complaint against ******* ***** ***., DBA Bath Fitter - Albany, because they’ve taken money from me and haven’t delivered anything but EXCUSES AND I DON’T KNOWS. I placed my order on 05/31/22, on the same day they took a $1400.00 deposit (see attachment), it’s now 08/08/22, having endured three setbacks/inconveniences later (all caused by Bath Fitter Employees) and still no bathroom reno completed. As a returning customer, this is not at all what I expected and we should have had our bathroom remodel by now (we would have, if we took our business elsewhere). It goes without saying how disappointed I am with the extremely poor level of service and indifference their staff seems to have for the customer and their experience. I’m not sure if there was a change in management from my prior purchase a few years ago, but this is certainly NOT the way to treat customers or do business.
  
  At this point, I prefer NOT TO DO any further business with ******* ***** ***., DBA Bath Fitter - Albany, since they can’t seem to get anything right and get my bathroom reno completed after nearly 2.5 months, and now two install date cancellations later (both caused by Bath Fitter). I HAVE BEEN MORE THAN PATIENT, BUT ENOUGH IS ENOUGH!!! I want them to void the order, and refund my full $1,400.00 deposit, as well as the $365.00 I paid in full for the In2ition H2O showerhead that I was supposed to get, for a total of $1,765.00 ASAP. I don't want to do business with a company that clearly doesn't value customer satisfaction, or treat customers as if they matter!!! See attachments for full details.

  Business Response

  Date: 08/12/2022

  We would like to apologize for the delays to this installation process and we will be issuing the customer a refund for her deposit. 

  Customer Answer

  Date: 08/16/2022

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The complaint is for the deposit of $1,400 and the faucet for $365 for a total of $1,765. I want to confirm that the business is refunding the entire amount and I would like to know when the refund is going to be issued.

   
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/16/2022

  We have issued a refund to the customer has per their request. 

  Customer Answer

  Date: 09/09/2022

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Consumer relayed to BBB:

  I received a payment of $365.00 on 8/23 and a payment of $1,400.00 on 8/23 via ACH.
  
  I believe this considers the complaint closed.