Business Profile

Disability Access

Independent Home Products, LLC

Headquarters

Complaints

This profile includes complaints for Independent Home Products, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

71 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

If you've experienced an issue

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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.

Initial Complaint
Date:05/23/2023
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.
4/22/21 I called Independent Home for price on walking tub. They sent salesman ******************* out. He sat my wife and I in dining room chairs and measured from floor to shoulder height. Then measured across shoulders. Then measured bathroom for tub. He said we needed 30x52 tub. Then added features. Totaled out $14990. Then discounts totaling $4290. I ordered the tub. A couple days later I found a coupon in my paperwork for $1500. discount. They honored it. $ ****. down with check #***.financed With Synchrony Home deigned card. Tub was installed 5/18/21. told not to use for a few days. They were supposed to install to ceiling. They only went to about 7ft. Did not install shower rod. Have pictures. Then could not use tub because too small. called and ask to have tub taken out. Said would check it out. Sent ********************* back out. They said tub was too small. Have letter they sent ************** stating that. Said they had talked to me about putting in Walkin shower. Never heard from them to this day. Waned tub taken and all money I have paid back. They blocked my calls. So, I hired Love Your bath to remove tub and put in a Walkin shower. I bought their shower had installed 7/22. I have been making payments all long on it. It is setting on my sunroom This has gone on too long now. I have all written papers with no help. So, my bathtub sat in bathroom, and not able to use it. Also was supposed to Insall a GFI. They cut hole into bedroom wall to put just a standard receptacle under tub too use instead. Have pictures. when went take tub out.
Business Response
Date: 05/26/2023
Please call into our office and we can discuss removal of the walk in tub
Customer Answer
Date: 06/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Have tried to get full refund and the charge card account to be fully refunded but they offered me $3000. Balance on card over $6000 and I have paid $4629 so far. Cannot get a hold of **** all day 6/2. Talked to some one then and said he would call me back. Tried calling **** all day yesterday afternoon and think they have call blocked me again.

Business Response
Date: 06/05/2023
Our offer remains the same. Please advise if we should come pick up the unit.
Customer Answer
Date: 06/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
They do not want to refund money and cancel over $6000 still owed on charge card. Why would I want to pay out money on something I cannot use?

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************
Initial Complaint
Date:04/27/2023
Type:Delivery 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.
Acrylic deluxe model was purchased in March of 2013 and delivered shortly thereafter. Installation was done by my son and ****** was purchased for elderly mother-in-law but she passed two days before the bath project was complete. It saw limited use by my father-in-law . He passed three years ago. Use was very limited until 10- 2022 when my wife began using it. The problem is one of the air jets began leaking water into the basement. I called the company and let them know of the problem. I was told they only had one tech that serviced our area. The tech called me and said they no longer were able to get a replacement part since the manufacturer no longer produced them. He exhausted all of efforts to find one. This took a couple of months. I ( after several calls ) was contacted by an employee Named ***** from the warranty division. I explained the problem and sent the photos he asked for. After about two months I received the parts which were the wrong diameter . I Had previously sent him a FYI message stating the fitting had to be 5/8". Parts I received were 3/8". I called him and let him know and he said the parts were offered in 3/8 and 5/8 and he figured it was the 3/8, even after my message. He said he would reorder parts. That was on 3-10-23 . I have called him three times since then and left voice mails asking that he contact me to let me know what is going on. I have heard nothing. I don't feel that I should have to chase him down to do his job. At this point I have no idea if the parts were ever ordered. He also mentioned that they had another customer whom the were replacing a tub for with the same type of air jets I have and they would take his out and send them to me. All I got was lip service.
Business Response
Date: 05/21/2023
**************** will reach out to you by end of day Monday and we hope to resolve the matter then.
Customer Answer
Date: 05/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have received the parts, when will someone be back to install them.

Business Response
Date: 06/05/2023
Cannot speak to what happened 10 years ago and without a copy of your warranty handy, its impossible to know. Independent Home's policy is to warranty parts only on tubs sold without our installation.
Customer Answer
Date: 06/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The fact that Independant homes doesnt have the warranty handy tells me that they dont have it or will not take the time to research it. I can tell them with all certainty that if I were advised of the warranty restrictions at the time of purchase I would not have bought it . Seems like customer service is not in their game plan and I am held responsible for something I knew nothing about.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************
Initial Complaint
Date:04/17/2023
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.
3/4/2023 I call to let them know fast drain motor was trying to burn up. Took pictures of it sent to company like thay wonted. Wait a mouth 1 appointment to fix it no show..next week no show.To day 4/15/2023 repair man come he goes to bathroom and says you need a motor. I was sent to inspect it like company said. Be a ****** week before I get a motor. Then I call come back out. Two months tub not fixed.
Business Response
Date: 04/17/2023
Technician was sent out this past weekend (04/15) to diagnose the issue and determine what motor was needed for this tub.
Technician is receiving both motors this week and will be back at *************************** home before the end of the week to replace the motor and finish this service ticket.

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 and the matter has been resolved. As long it dont take a month or more to do so .

Sincerely,

*****************************
Initial Complaint
Date:04/17/2023
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.
The issue with this walk-in tub which the agent sold to my totally disabled and amputee wife who is also cognitively impaired, is an extended effort to discuss this matter with the owner of Independent Home whom I understand to be a *********************, I have been unable to get in toucn with this man in hopes of my wife's problem being resolved, which would be her ability to get in the tub and take a bath, which she is currently unable to do without major changes. My wife is confined permanently to a wheelchair where she spends her day between the chair and her bed. The agent saw all this whenever he unloaded this bathtub which has gone unused since it's installation, I have spent an inordinate amount of time and effort in trying to get this matter resolved and I have been subjected to phones that don't work properly, being hanged up on, and any other nuisance that one could imagine. If we could get our original investment back and have this useless, expensive toy removed from our house, along with forbidding these deceitful people to ever enter our property again, we would feel vindicated, barring that occurring, we want something my wife can use.!
Business Response
Date: 05/02/2023
Customer contracted with us on March *********, applied for financing through us, signed the *********** upon completion and also signed our Independent Home completion certificate after the install was completed on April 7th 2022. Copies of all are attached with her signature. There was no deceit here whatsoever. We are willing to work with ***** and ****** on a handicap walk in shower but its unfair to ask for Independent Home to foot the entire bill as Independent Home fully and faithfully executed each aspect of the signed contractual agreement for which we entered.
Initial Complaint
Date:02/21/2023
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.
Independent Home completed a tub installation in my home on approximately 11/26/22. Prior to installation I spoke to Independent Home Senior Consultant ***************************** and he assured us that we would receive prompt, professional service and post care. I am a retired teacher on limited income living with Multiple Sclerosis and chronic pain. Currently, I am not utilizing the tub due to a possible malfunction as pointed out to me on the phone by their customer service. They assured me they will resolve any issues and also demonstrate how to use the tub since I was not shown nor do they have a instruction manual. Myself and a family member have made numerous calls to ***************************** with the hope that he would address our concerns. His response has been, 'I'll call you later" or no answer at all. His final action was to hang the phone up on our call. We did receive a call from a representative on approximately 02/13/22, she stated the senior tub installer *** *** would come out to investigate the issue. He did not call or show up. I have a 15 thousand dollar tub that cannot be fully utilized. The customer service from ***************************** is nonexistent. We have zero confidence in him or his company. Also another issue is the financing from Independent Home needs to reflect a 250$ ***** from the M.S. ********** paid to the company. ************************ has ignored this as well.********************************* cell number ************, company phone ************.
Business Response
Date: 02/28/2023

The number to reach us for any customer service issues is always ************. Even when the office is closed we have a voicemail system setup. It looks like a customer service rep named ***** reached out to ** ******* the first week of January to walk her through how to operate the tub and our install team went back out there recently as well for another walk thru. We are looking into the $250 grant *** for the finance documents. We look forward to your ultimate satisfaction do not hesitate to reach out to us at ************ if you need anything at all.
Customer Answer
Date: 03/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Independent Home, specifically senior service consultant ***************************** has continually ignored our pleas for help with this walk in tub operation . when reached by phone he says he will call us back and he does not when we reach out to him he will not answer or he will actually hang up the phone, we have no faith in this company. the last contact we had with this company was to schedule the tub installer to return to our home to explain the control operations, I made myself available and a family member took a day off from work for this appointment , no one from Independent Home showed up , we have proof of this via our home security camera system which documents the day and time of anyone entering or leaving our home . This company has only made two visits to our home the first was **** from sales the second was the actually tub installers, the tub installers did absolutely no operational walk through with me at all, it seemed as though they were unclear as to the tub operation themselves. After that we had one phone conversation with a person who made an attempt to explain the tub operation verbally this person had very little knowledge of this tub, the information he gave us as of no useless. As we mentioned in our initial statement the problem may be a control malfunction or something as simple as an operational issue 1# what we want is a specific day and time for someone to actually visit our home and address our tub operation concerns, 2# concerning the 250 dollar ***** from the *************************** we want assurance this will be addressed in a timely manner, we do not want to be lied to again.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer Answer
Date: 04/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Due to numerous broken promises and bad business practices, I can not say this matter is resolved as of yet. I have not received any payment..

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 04/21/2023
Attached is a screenshot....check was sent out on April 3rd and should've been at your mailbox on April 6th
Initial Complaint
Date:02/07/2023
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 was sold an ADA *** that the salesman promised would work for my wife's health situation. My wife does not walk and has to be put in with a patient lift. It did not work and they came out and replaced it with a much smaller *** that has a bigger door that does not work for us either. Now they say they could come and install a roll in shower, but it will cost me another $9000 which I don't have. I would like for them to just come take the *** that we can't use and refund my money so I can find a company that has something that can actually be used by my wife. As it is this *** is just taking up space in the master bathroom and can't be used by anyone.
Business Response
Date: 02/16/2023
We ended up upgrading *********************** tub to a different (larger) one per his original complaint to satisfy him as he wasnt happy with the original tub her ordered. We installed the larger tub at absolutely no cost and he was thrilled. We have a picture of him smiling with his new tub and a satisfied completion certificate attached! This complaint was fully satisfied and closed. Now he is asking for us to pull the larger tub and install a new shower for free which is not fair.

Customer Answer
Date: 02/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
While it is true they did swap the tub it definitely not bigger. It has a bigger door but the inside is smaller and that is not helping our situation. I wanted them to remove the tub and replace it with a large shower and I was told not only would it cost the $12,240 I paid for the tub but it would also be an additional $9,000 and I dont think that is fair. Their initial salesman that came ***** from ******* I think was his name and he seemed to know what we needed but obviously I was wrong. Their salesmen need more training on elderly and handicapped customers needs instead of just claiming they understand and talking customers into buying something that wont work for their needs. Yes the installer did take pictures and had me sign papers when they were done but you never really know if the product will work for you until you can try it. My suggestion for anyone doing business with this company is do your due diligence and know what kind of mess you are getting into which I failed to do so I am stuck with a financed amount of $12,240 that I have to pay for and have nothing usable by me or my disabled wife to show for it.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************
Initial Complaint
Date:01/17/2023
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 tub on 10/21/2022 paid in full $12,000 tub was to be installed on 11/8/2022, Independent Home did not install until 11/15/22. Oak trim around bathroom doorway was broken and installers did not report this to me I found this out after they left my house. The professionalism of the installers was lacking as the older installer was stating his helper was "stupid". When attempting to use the tub I could not get the door to shut, handle is extremely difficult to push down. I had my son in-law attempt the door and he also stated the door is difficult for him to close and he is not physically challenged. I contacted customer service multiple times, sent in a video showing how difficult the door was to maneuver. At this point I was told a part needed to be ordered and to call them when the part arrived. No part arrived, I called again and the representative was rude and told me to expect delays due to the Christmas holidays. Today is 1/16/23 and still no part or call. Independent installed my tub knowing full well they needed a replacement part, took my money and I'm left with a tub I cannot use. Please advise do I seek legal counsel as next steps to get the job completed?Thank you
Business Response
Date: 01/23/2023
Parts to solve the issue were sent and received and a tech is to be scheduled this week to come out.
We look forward to closing this case promptly and satisfying the customer.
Initial Complaint
Date:01/03/2023
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 purchased this walk in tub on 5/12 2021. It has a lifetime warranty. On September 29, 2022 I called and informed them that the ************* was no longer working. They assured me they would get right on it and have it replaced. I have now made over 21 phone calls Asking for the motor to be replaced. They keep assuring me that they are going to take care of it. They have sent me another motor but have not sent anyone to install it. On 12/16/22 I spoke with ***, a managing partner, who assured me it will be taken care of. They did send another ************* here, but it has not been installed and I cant seem to get any action from them.I have been unable to use my Jacuzzi since the middle of September 2022. Can you please get them to send an installer because they dont listen to me. Thank you.
Business Response
Date: 01/09/2023
The correct pump was shipped out to customers home on January 6th.
As soon as customer receives part, please call into our office and we will schedule the installer to come right back out there and fix.
We look forward to completing this to your utmost satisfaction.

Thank you
Customer Answer
Date: 01/09/2023
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 and the matter has been resolved.

***************************************************
Initial Complaint
Date:10/17/2022
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.
We purchased the model **** in 2018. On Aug 25 2022 I contacted the warranty number at ********** I was asked to take pictures I set 13 photos I was waiting for the claim to be dispatched. On Aug 27 the handle had came lose and completely spun around. I contacted them and said it may have been leaking around the handle. I sent text Aug 27, 31, Sept 2. I sent one stating I hope they get here soon Sept 6 I sent another asking for updates , Said just tried to call you asked if I received parts. Talked with ***** he states the parts were shipped to ******* in GA. Sept 7 I received text they are out of stock. Sept 8 he said manager found one an installer had Sept 16 I received handle on Sept, 19 I sent a text I was losing patience my husband is disabled and would like use of tub. Finally got a text **** would be here on the 21st. He came at 7:30 pm. I explained to him about the shower and water issues. I sad the thing sounds like it is gonna blow up. He laughed and said its a hammer head system. What ever he adjusted. now have shower and tub water at the same time. The handle he installed is not tight against tub. he put caulking on outside of tub around the handle. Said let it dry fro 3 days. If it still leaks call me. Then asked us how the installer was. Like something wasnt right So after the 3 days I filled tub. If water gets above the handle it leaks a large Steam. Now I have been calling every 3 days and I get a different story each time. **** did not leave me any paper work that hed been here. He had me sign a paper stating he was here so he could get paid. Total cost before financing ********* minus ******* down Amount financed *********. Due to the issues. I believe it needs to be replaced
Business Response
Date: 10/20/2022
Customer spoke to our install manager ***** a couple of days ago to try and get this resolved. Customer acknowledged to service tech **** on ***************** call that ******* tried to re-install door handle in a different location which may have created more holes. While this does put the warranty into limbo we are still working with the customer and sending out the parts again for re-installation.
We have sent out new parts including a new handle and diverter that should arrive at the customers home via *** by end of next week.
We are looking forward to resolving this with the customer.
Customer Answer
Date: 10/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Yes , we have received a call from ***** ,and he said the parts would be shipped , however we still have received them
And My husband is disabled and did not attempt to Put the handle in a anther location that statement is very false,
however once the parts arrive and the tech gets our walk-in tub in working satisfactory condition without leaking and causing more damage I will be once again a satisfied customer, I am glad to know that by writing to BBB Independent Homes is happy to Get this resolved and is standing behind the warranty Thank you ***** and ***************************;

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** And *****************************

Customer Answer
Date: 11/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I was told last week that a technician team was contacted Its unbelievable that this is on going since August I will let BBB know when this work is done and Satisfactory Hopefully all leaks are stopped and parts installed correctly I honestly will not recommend any one getting a walk-in tub that cost ****** bucks I thought I made a good investment until all the issues began So hopefully this case is not closed again until its fixed and not leaking Ive been waiting another week for tech appointment still not scheduled. Thanks ***********************;

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** And *****************************

Business Response
Date: 11/28/2022
Customer was serviced by ******* Plumbing on Wednesday ***** and paid for by Independent Home

Happy Holidays!
Initial Complaint
Date:10/05/2022
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.
We were shopping for a walk in tub. Contacted several manufacturers and had appointments with several. The person from Independent Home was the 3rd one we talked to. The day after he came I get a call from the regional Sales VP in ******** and he is asking how can we win my business. I ask several question pertaining to some complaints I had seen on the BBB sight. Was assured the Plumber was licensed, the Warranty would fix any problem that might arise from installation or and malfunction of tub. After some more back and forth calls and emails. Was assured tub I purchased would be installed as I wanted with my Delta hand held mounted on wall and a wall mount over head shower. They asked me what kind of wall surround I told the white just like I have. Salesman comes out and we do the the deal. Me repeating what Sales VP said. So we signed. I was stupid and didn't look at fine print on contract. Warranty isn't worth paper written on. Their word isn't worth the wind blowing outside. The installation that I didn't have my nose in the whole time is the shoddiest I have ever seen in my life. Cracks in caulk for water to run down wall under tub. Water stands in extension the put in front from tub to wall. Extension they put on side of tub has grooves that hold water and soap that doesn't run down side wall to under tub. They didn't replace wall coverings just filled ***** holes with caulk. Stuck a cover on water line hole for my wall held shower. Cut the wall covering about 24" up from floor at a joint then replaced. I called them before installer even left my home that day. Was told shower parts would be shipped to arrive my house on that Friday Apr 15. When didn't come I called. Got run around first time second got told on back order. Next week called them back run around then put in contact with vice President of Sales. Was told connecting me with Installer Manager who was in **. Was told everything would be made right. No room to give complete explain
Business Response
Date: 10/07/2022
Hello,

We have been working with ******************** on her repair issues over time and on top of having the original installer go back multiple times, we also sent our National Install Director for repairs and service. Multiple new parts have been shipped and installed. Attached are the photos after the latest round of service.
We look forward to working with the Thompsons should any other issues arise.
Customer Answer
Date: 10/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved

After the run around and extended time it took for them to even respond when I called them. Then Their actions when they finally did show up. Does not want me to even contact them again. They ignored 75% of emails I sent. I don't think I am being unjust in expecting a better job than what they did. Water still runs off onto the floor. Where the put the extension in front and back of tub is channel for water to floor. The diverting valve could have been but on the right side of faucet. The piece on back of tub could of been raised higher to make a shelf or even with the tub. Reinstalling grab bar at back of tub to cover up the holes was just plain lazy because they didn't want to replace wall coverings. I realize this was a remodel type of job, but any jobs I did of this kind I took more care and pride in my work for neatness and professionalism than they did. You can see from the pictures how the caulk was just smeared out not not dressed up like it should have been. As far and the seat heater that was their idea and to put the switch below usable water level was ridiculous. When I showed the last installer how it was sticking out he just ran caulk around it. Makes me wonder who my family would get to *** if we got electrocuted in the tub trying to use it. I take pride in my home and take care of it, but this tub makes it very hard with water running off onto the floor. The wall diverting valve that switches between handheld and wall isn't even flush to wall like it used to be. Like I said I can provide texts tell me they are going to make it right and shown pictures of what they think is right. I wonder if they would want that type of work done in their own home? I included one of their after pictures. Wish mine looked that GOOD!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/28/2022
An email has been sent in response to the photos and concerns in order to further address the issue
Customer Answer
Date: 12/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Till today Dec 30 last time heard from them was Dec 16 when I was asked what to do to make right. I replied fix it right. Latest email basically same question and anwer.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

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