Complaints

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• Initial Complaint

  Date:04/25/2025

  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.

  Syracuse Bath Pros were hired in August 2024 to renovate two bathrooms/showers-at the end of September when job was almost completed-I signed a bank note stating that the job was finished, but the showers were still having issues, one leaked and the other one-shower door was having problem with staying on the track, but I signed the paper because I was informed that if I did not sign then, I would need to resubmit an application and start paperwork process all over again for credit approval. Against my better judgement-I signed for $33,000. The workers came back a month later to try to repair the shower door which kept falling off the track-ended up having to replace that door with a different one-which now does not completely shut. The other shower door-which has leaked from the day of installation was worked on, but continued to leak, so it was replaced with a much poorer quality flimsy door-which still leaks. I asked (James) if he could replace it with the original door since it was better quality and work on the leak-he said he would, but the Bath Pros would not pay him to replace it-so that flimsy door has remained in place. Still leaking. Recently, I received a "Full Installation & Full Release of Liability and Privacy Agreement" and demanded it be signed in order for Syracuse Bath Pros to come in to finish the job. I cannot sign this agreement which in essence waives the warranty on this incomplete project-while I am now committed to paying this loan and would have to hire someone else to do the job Bath Pros has been fully paid for. I've made multiple attempts at contacting Syracuse Bath Pros office-spoke with Emily and have left messages for Tom *****-person who made the sales pitch to me, but he does not return my phone calls or texts. I've spoken with Josh **********Project Manager who seems understanding, but has not been able to settle this situation. I feel scammed at having to pay $33,000. for two showers which have never been completed. Help.

  

  Business Response

  Date: 04/25/2025

  Ms. **** was not “scammed.” The scope of work agreed to in our original contract was clear and specific. During the installation process, however, Ms. **** informed our crew that we had approved additional work, which we had not. Nonetheless, we completed over $2,500 worth of additional work at no charge as a courtesy. Weeks after project completion, and only after addressing minor finish items such as trim and silicone, Ms. **** signed both a Completion Certificate and a Loan Completion Certificate, affirming that the work was completed to her satisfaction. In the weeks that followed, Ms. **** expressed dissatisfaction with both of the newly installed shower doors—despite them being high-quality products. In one of the bathrooms, she physically pulled the shower door off the rail. To put this into context, after hundreds of installations, this is the first time a customer has ever pulled a door off its track. Nevertheless, to accommodate her concerns, we replaced both doors. Still unsatisfied with one of them, Ms. **** requested yet another replacement. Once again, we sourced a custom pivot door, believing it would fully resolve her concerns, and scheduled a service call to install it. We replaced all of these doors at our own considerable expense. This most recent installation marked the fifth shower door installed across two showers in her home—far exceeding what would normally be expected in any post-installation service scenario. Our technician, James, completed the new installation and agreed with Ms. **** to return the following morning to make minor final adjustments. However, when he arrived, Ms. **** refused entry unless he agreed to reinstall one of the original doors she had previously requested be removed. At this point, we had fulfilled all terms of our agreement and gone far beyond industry standards to address every concern raised. While we are committed to customer satisfaction, there are reasonable limits to what can be expected of any contractor. We made one final offer to return and perform additional adjustments, contingent upon Ms. **** signing a standard release and privacy agreement. This was not an attempt to avoid responsibility, but rather a way to formally document the extensive service history and close the matter amicably. Ms. **** declined. We remain committed to fairness, professionalism, and standing behind our work. However, we must also protect our team’s time, well-being, and the sustainability of our business. It is worth noting that the loan company referenced by Ms. **** conducted its own internal review, determined her demands to be unreasonable, and formally released Bath Pros LLC from any further liability related to this project. As a result of Ms. ****’s refusal to make payment, her account has since been referred to collections by ********** *******—an undesirable outcome for everyone.  Our Operations Manager, Joshua ********** has remained responsive and communicative with Ms. **** throughout this process. This is not a matter of lack of communication or service; it is a matter of Ms. **** disagreeing with the reasonable boundaries we have set. While she continues to call the company seeking a different resolution, our position remains firm. We are willing to return and complete a sixth shower door installation, but only if Ms. **** agrees to the terms of separation previously provided. 

  Customer Answer

  Date: 04/30/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have no idea what this statement of "informing our crew that we had approved additional work" refers to-so I do not know how to address this.  The door that was installed in one of the bathrooms was supposed to have been a "barn door", but in fact was a fulled framed shower door. This door had a problem with the latch for "slow closure" getting stuck and therefore, not allowing full closure.  I contacted Bath Pros and Josh advised me that Anthony would be coming in on 10/17/24 to adjust the door-as Anthony attempted to do this the door completely fell off the track-I witnessed this-but I certainly did not "pull the shower door off the rail" as incorrectly stated. Anthony spoke with Josh while at my house and they came to the conclusion that there was a defect with the door mechanism and a new/different door would be installed. Rick and Stacy were sent 10/30/24 to replace this shower door. This door was installed and Rick stated the door was at a slight angle because the top part of the was which Bath Pros put up was not level-Rick put the level against the was and it clearly indicated the discrepancy-so door remains at a slight angle, therefore does not fully close. Rick and Stacy also replaced the second shower door in my second bathroom, in hopes to repair the leak, but after completing the installation-Rick said. "no bueno, this door still leaks".  Rick called Josh-left message. Later, Stacy contacted me to let me know that Josh was putting out a call to the door company and would be getting back to me.  After 2 weeks-I had not heard from Josh, so I contacted him and Josh said the company is not responding to him,but that he would have someone come to replace the second leaky door.  On January 3, 2025, James was sent to replace the shower door.  The replacement is a flimsy, poor quality door when compared to the original door-which was more costly.  I asked James if he'd be willing to replace the flimsy door with th original one and try to work with repairing the leak and he said he would and that he had the hardware in his truck, but he'd come back the nest weekend to do that.  The next weekend, James canceled the visit , but said he'd return to silicone the door that he had put up in another week.  When James came in I reminded him that he'd agreed to replace the new door with the old one, but he stated that he would not be able to do that because he no longer had the hardware and also because BathPros would not pay him to do the exchange. I told James I would like to speak with Josh in hopes of agreeing to replace the flimsy door with the old one-being that maybe James could work on the leak.  When I spoke with Josh, he said he would order new hardware for the old door and have James add a plastic strip/gasket at the bottom of the door in effort to prevent the leak. I did not hear from Josh until 2/24/25-he sent a text telling me parts would be in "next week".  I have not heard anything else. My last conversation with Josh was 3/5/25-he said he could have James come in to work on replacing the old door within two week.  I let him know I could not sign the Final Installation & Full Release of Liability and Privacy Agreement and Josh stated he does not deal with that, this came from Tom *****.  Tom ***** is the salesperson who made the convincing sales pitch to me-stating he can renovate a complete bathroom for $12,000.00. I contacted ********** ********* Company-the bank that provided my loan to ask them whether Bath Pros was paid in full and was iformed that yes, they had been paid in full since I since the loan agreeing that the project was completed. I am fully responsible for payment of this loan-I have never refused to make any payments to the bank- I have made all payments on time and ********** ********* has NOT referred to to collections.  Bath Pros states that they want to be professional-twell this accusation of me refusing to make payments and being sent to collections is an outright lie and now I feel that they are attempting to "publish and communication negative and disparaging remarks" about me.   I received a "Final Installation & Full Release of Liability and Privacy Agreement"-this is the stipulation which is being demanded I sign in order to have Bath Pros fulfill their terms of agreement which permanently releases Bath Pros from any obligations-rights to any service, repairs, replacement-no furhter contact. Bath Pros would make the final determination whether the door has been installed correctly, no warranty claims would be accepted now or in the future and, I I have to agree to not publish, post or communicate any negative or disparaging remarks, reviews or statments, online, in person. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond further to Ms. ****’s complaint. To be clear, Ms. **** signed both a Completion Certificate and a Loan Completion Certificate after the work was completed and final items such as trim and silicone were addressed. These documents confirm the job was completed and that she was satisfied at that time.  She was not coerced into doing so. Scope of Work and Contract Terms Ms. **** references parts of her contract but conveniently omitted the full specification sheet, which clearly outlines the materials and scope of work agreed upon for both bathrooms. We are happy to provide that documentation, which supports our position and corrects many of her claims. Large Bathroom (per contract and spec sheet): - 60"x34" white shower pan (left drain) - ‘Pearl Stone’ cultured stone wall surround - ‘Aspirations’ fixtures in brushed nickel - ‘Spectra Duo’ shower head upgrade - 2 corner shelves - 1 safety bar - LVP flooring - Faux wall extension, drywall repair, light retrofit - Vanity and mirror installation - Glass: “Barn Fixed 59"x78 ¾” panel  Small Bathroom (per contract):- 36"x36" white shower pan - Matching cultured stone surround - Brushed nickel fixtures and upgraded shower head - 2 corner shelves - 1 safety bar - LVP flooring - Toilet installation - Vanity and mirror (provided by homeowner) - Light retrofit, drywall repair - Glass: 36" pivot door All items were delivered and installed in accordance with the signed agreement. About the “Barn Door” Complaint Ms. **** now claims that we installed the wrong style of door in the larger bathroom. The contract calls for a barn-style fixed panel, but due to structural limitations with the wall and layout, we installed a bypass-style sliding door — a more enclosed, functional alternative. It performs similarly and offers better sealing in a space with alignment challenges. At the time of installation, Ms. **** asked about the difference. We explained why we made the substitution, and she accepted the explanation. She then signed both a Completion Certificate and a Loan Completion Certificate, affirming that the job was done and that she was satisfied. Her complaint about this door only resurfaced months later. Wall Alignment Issue The wall in question was a pre-existing half-wall that we were asked to extend — not demolish or rebuild. The contract clearly states: “Contractor is not liable for damage resulting from pre-existing structural defects.” The original wall was out of plumb. We did our best to extend and align it as cleanly as possible, but a full rebuild would have required additional cost — something the homeowner declined. The work was completed as agreed. Shower Door Replacements & Material Selection We have installed five separate shower doors across two showers in Ms. ****’s home — all at our own expense — in an ongoing effort to address her shifting complaints.  Installation history: - Original door – Bathroom A - Original door – Bathroom B - Replacement – Bathroom A - Replacement – Bathroom B - Custom pivot door – Bathroom B - After installing the custom pivot door, she asked us to reinstall the same door she had previously rejected. That request was denied — and understandably so. No contractor would reasonably reinstall a product that had already been removed at the homeowner’s request. - Regarding the final (fifth) door, Ms. **** has described it as “flimsy” or “lower quality.” The door was chosen specifically to address water containment and leak concerns. It was not listed in the original contract, and as such, we acted within our rights under this clause: “All goods or materials ordered are specified in this Agreement. If not expressly listed, the Contractor will choose goods and materials needed for the project, at the Contractor’s discretion.” This door was selected and installed under that provision, and in good faith, with the intent to fully resolve her concerns. Additional Work Performed at No Charge - In addition to everything listed above, we completed more than $2,500 worth of additional work at no cost to Ms. ****, including: - Installing a non-standard, homeowner-supplied vent fan that required modification. When ceiling damage occurred, we paid for professional drywall repair (valued at over $1,500). - Installing new electrical outlets and faceplates - Removing cabinetry and patching the wall behind - This work was completed as a courtesy and was not required under the agreement. Communication and Final Offer Our Operations Manager, Josh ********** stayed in contact with Ms. **** throughout the project and in the months that followed. Her own rebuttal confirms that we responded, returned multiple times, and attempted to provide solutions. After five different door installations and more than a dozen site visits, we made a final offer to return for a sixth installation — contingent on a signed Final Installation & Full Release of Liability and Privacy Agreement. This is a standard document used to formally conclude complex service cases, protect both parties, and bring closure.  Ms. **** refused to sign and instead escalated the matter through the BBB. Loan and Collections Status Ms. **** claims she is current on her loan. We take no position on her payment history, but we were informed by ********** ******* that her account had been flagged due to her dispute. The lender reviewed the situation, determined that Bath Pros LLC had fulfilled its obligations, and formally released us from any further liability. Any payment or account matters are now between Ms. **** and ********** *******. Final Summary To recap: - All work was completed per the signed agreement - Ms. **** signed documentation confirming her satisfaction - We replaced five shower doors at no cost - We performed more than $2,500 in additional services free of charge - Our team returned to the property more than a dozen times - We remained communicative and responsive throughout - We offered a final return visit, with a fair release agreement - The lender conducted an independent review and released us of all liability - This complaint is not about incomplete work or poor service. It is the result of a customer repeatedly shifting expectations, rejecting reasonable solutions, and refusing to bring the project to a close. - We respectfully request that the BBB mark this matter as resolved and closed. 

  Customer Answer

  Date: 05/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  It is clear to me that my biggest mistake was signing the Completion Certificate and Loan Completion Certificates when in fact the job was still not completed-the shower was still leaking, but I was assured-in writing, that someone would return to fix this problem. I trusted Bath Pros-Syracuse. Lesson learned. There are several contradictions and inaccurate statements made by Bath Pros in the last rebuttle and their last effort to settle this conflict by demanding I sign a Full Release of Liability and Privacy Agreement is truly not a "Good Faith" effort. I realize Better Business Bureau cannot enforce resolutions, but I do appreciate you time.  Thank you for your recommendations. 
  
  Regards, 
  
  ***** ****