Complaints

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:01/25/2024

  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.

  Level Up Bath staff sold us their wet area replacement service on 2/28/23, for $12k, CASH UP FRONT. Demo of surround, tub and tub fixtures, i.e., faucet, shower, handle and drain were included. The contract included the purchase and installation of a new tub, surround, new fixtures, corner trim, soap dish and corner shelving. It took the installers 3 days to complete their demo and basic installation. The first attempt left the tub 2-2 1/2" off the floor. The second attempt required the team to remove concrete fill from the previous tub. The materials used were of poor (acrylic) quality. Tub bracing was required to reduce the severe flexing of the sides of the tub. Installation was sloppy and haphazard. The two plastic corner trim pieces did not match the color of the surrounds or the tub, and consequently were not installed. ALL exposed caulking applications were amateurish and sloppy. Caulk was applied thickly, in waves, and uneven wherever applied. The crew was unable to mount either the soap dish or shower shelves, leaving them on the floor of the tub. I received permission from the owner to substitute my bath and shower fixtures to coordinate and complete the bath area. The crew mounted the faucet handle protruding 1 1/8” from the escutcheon/cover face plate. The shower head and handle do not align with the faucet or drain. The work area behind the faucet, drain, and shower head, with the ALL the plumbing was fully accessible with unrestricted access from the backside. Level Up Bath salesman, ***, was informed that we were not happy with the choice of materials or installers. Basically, their product did NOT rise to the “HYPE”. Pictures were texted and short explanations were sent to the salesperson, and sales manager. No response to date has been received from any of the management or the owner, ****. I was forced to hire an outside team to trim out the bath/shower/surround and remount the faucet to fit flush against the cover face plate. Pictures available

  Business Response

  Date: 01/25/2024

  Hello! We are so sorry that you had a bad experience with us. We strive to make every customer experience a 10/10. I reviewed your description and the photos you provided and we agree that this project should have been completed in a better manner. I did take some time and pull up your account on our end and call logs and it looks like we never heard anything about these issues or recieved a call from you. With our exceptional warranty, we make sure to cover any and all service related issues free of charge for a lifetime. Unfortunately if we do not hear about the issues, we are not able to fix the issues. Again, we do apologize for any bad experience with us and if you have any questions please do not hesitate to give us a call at ************.

  Customer Answer

  Date: 01/26/2024

  
  
  Complaint: ID 21194599
  
  
  
  I am rejecting this response because:
  
  1) The sales rep, *** ******, did not witness the work done by the installers, nor did he offer to come down to NKY and inspect the work; 2) *** ****** did not address my concerns/issues in a text message sent to phone number ************, dtd 4/21/23, or answer my future calls; 3) Multiple attempts were made to speak with the owner, ****. Despite messages being left with the receptionist/secretary, no calls were ever returned; 4) In June, I was referred to and spoke with a new business manager, *** *******. Per *** *******'s request, an email with photos was sent on 6/27/23; 5) No response by phone or email was ever received from *** *******. 6) After sharing my displeasure with *** ****** via text on 4/21/23, NO follow-up or courtesy calls were ever made by ANY reps of Level Up Bath to check on the disposition of my project.

  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 02/03/2024

  Hello! Unfortunately *** has not worked for Level Up Baths since April 10th so that explains why we did not hear anything from him about these issues. I do apologize for that. We have a full production and service team always ready to address any issues. We urge everyone to always call the office for any issues so we can address them accordingly and to not reach out to the sales reps for production problems. In your response you stated that you had already paid another company to fix the issues in April. When you called us in June you had also stated to us that you had hired another company to fix the issues as well. That was the first time hearing about any issues with your project, 2 months later. Unfortunately if we do not know about the issues we are not able to fix them. I do apologize for your experience and we will continue to strive to make sure everyone has a great experience with Level Up Baths.

  Customer Answer

  Date: 02/13/2024

  I apologize for the slow response time. I am still trying to meet the medical needs and care of an aging, sick, mother-in-law. Taxes and investment issues have been in the forefront during the past 2 weeks. Please consider re-opening this case so I can complete the complaint process. Thank you for your time and consideration. ***** *****, ************, ***** ***** **** *** ********* ** *****

  BACKGROUND INFO: My 83 y.o., live alone, mother-in-law, was diagnosed with dementia and had started to experience frequent falls in January 2023. We spent many weekends travelling to Elizabethtown, KY to care for her and her many medical, mental, emotional and financial needs while she resided in her home of 40 years. A decision was made to move her to NKY. Power of Attorneys were signed and we took over her property/investment and financial decisions. We needed to make some necessary changes to our condo to make it more accessible and safer for her. The month of February was spent calling and scheduling companies to include Level Up Bath, bathroom renovators, painters and electricians to add stair railings, taller, hands-free toilet, new vanity, outlets, ceiling lights, bathroom ceiling heater and bath/bedroom switches during the month of April, 2023.

  We brought my mother-in-law to NKY in May, 2023. My wife and I also had to pack up, clean and sell my mother-in-laws’ Elizathtown, KY, 3 bdrm, 1.5 bath home, during the months of May and June. Contractual obligations, including plumbers, HVAC, exterminators, cable, internet and phone service had to be cancelled. During this time, we visited/interviewed local assisted living housing managers to better meet her medical and mental needs. We located an assisted living facility nearby, purchasing new furniture to fit her independent living quarters. New car and property insurance was procured.

  To say that we were overwhelmed during this 3 month period would be an understatement. Attempts were made to follow-up on any contractor/construction issues and concerns, time permitting.

  ****, Level Up Bath owner, stated that I failed to contact him regarding bath/shower installation issues. No contact list was provided to me when I signed the contract and
  paid in full PRIOR to any work being scheduled.

  I provided two separate examples of written installation issues, with pictures, to employees of Level Up Bath. The first was to the sales rep, *** ******, who stated that he would discuss my installation issues with ****, the owner. *** ****** was still an employee of Level Up Bath on 4/19/23 and 4/20/23 while we were exchanging texts and
  phone calls.
  

  Another Level Up Bath employee, ***, *************, also received several calls and texts with photos, but was not listed in the initial complaint. (Screen shots available) On 6/14/24, after almost 2 months of no returned calls from Level Up Bath, another written attempt with photos was made to a newly hired business/office manager, *** *******. I was told by *** ******* that she would speak with the owner and get back to me.
  

  Multiple employees, written contacts with photos, got me the same result. No response from anyone at Level Up Bath to address my installation issues. While the owner states that he backs his products 100%, at no time during this process did he reach out and ask what he could do to make things right. Instead, he blamed me,
  the customer, for shortcomings in his organization.
  

  **** states that he did not have adequate time or contact to make the necessary reparations. **** can only state that I had issues “fixed”. “Fixed” meant that incomplete work to make the bathroom safe and accessible for my mother-in-law’s use was done. The only way to “fix” and align the shower/bath fixtures is to replace the drywall and surrounds in order to reinstall the fixtures. I spent several years in sales. Follow-up after the service and asking for referrals was the staple of ALL successful businesses. **** knew there was an installation issue. This is why I received no follow-up calls or a request for referrals.
  

  I am not now, nor have I been impressed with the total lack of oversight, leadership, quality control, workmanship, follow-up, or responsiveness of Level Up Bath or its employees. Their word is not their bond and the 100% guarantee is not worth the paper it’s printed on.

• Initial Complaint

  Date:05/19/2023

  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.

  On March 15 2023 a purchase agreement with Level Up Baths was signed for a bath tub install.
  A loan was approved for $14,000.00
  $11,592 was the amount paid for install.
  Level Up Baths agreed to take out my old tub, repair plumbing and repair any damaged framing or flooring under the tub and the walls were to be reinsulated with new wall board and new wood if needed, up to the ceiling and surrounding walls where the new acrylic tub wall would be.
  The bath tub was supposed to be a "soaker tub" and it is not, the faucets were to be a name brand with a new shower curtain rod that is all one piece, curved permanent mount, which none of these matched what I ordered from their catalogue of bath tub kits.
  The plumbing and fixtures were to be realigned in the proper position in the wall, and they only realigned the shower head elbow.
  My dispute is they did not provide the service they promised or the product. The work was not even professional, the work or the material is not worth the amount they charged me.
  They hired outside contractors who are not employees of Level Up Baths.
  other names on the agreement, Johnsons Bath LLC, Lend Home and Momnt Technologies
  which means I don't know for sure who to call into account for this dispute.
  No one has responded to try and help resolve this issue. I have sent pictures of the problem to the
  Level Up Baths management, ****, I don't have his last name, but he has not replied to any of my messages. I have contacted the contractor who was at my house and have heard nothing back from him.
  There are two account numbers
  on the purchase agreement with Johnson Baths LLC account #******* (Lend Home)
  on the loan statement with Momnt Technologies loan #********** dated 4-22-2023

  Business Response

  Date: 06/14/2023

  This Customer's Install was completed on May 14th of 2023. We had just finished with her project when we told her to not touch anything for a minimum of 24 hours to allow the caulking to set. 45 minutes after we had left her residence she sent photos of her faucet in her hand where she had torn it off of the wall. She had also said that there were multiple things that she received wrong. Some of the items she was claiming to not have received are items that we do not even offer at this company. We then told the custom that we can have our master installer come out and inspect the work that was done but unfortunately the customer had a busy schedule and she said we could only have somebody come out on a weekday after 7 PM or on Saturday June 3rd. We do not have any techs or installers that work after 5pm so we scheduled for the 3rd of June. Then the customer was very upset that we were unable to send a service tech to her home after 7 PM throughout the week. Regardless, we went out to her residence on June 3rd. With the customer being dissatisfied with the work that was completed, we made a decision to purchase her an entire new bathroom along with hundreds of dollars of extra accessories that were not paid for by the customer or on the original contract. We are now waiting for all of the new products to come in to redo her entire bath again.

  We have had full and complete contact with this customer, even with her never calling us a single time. All of our plumbing is name brand, which is what she received and all of our acrylic is from the top rated manufacturer in the nation. She has posted on multiple different sights with bad reviews, claiming we use generic products and cheap materials which couldn't be farther from the truth. Also, all shower rods are adjustable to be able to fit any size opening for a shower and/or tub.

  Customer Answer

  Date: 06/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: These are false statements about the installation and products. The company, Level Up Bath has lost my trust at this point. I have been told they are planning on reinstalling a bath unit because they did send another installer to inspect the situation and he did agree the whole project needed to be redone. The product was not the same product shown to me by the salesman and he did not bring the book back for me to show him what I had ordered from them to begin with. As for the appointment times for me, yes, I work full time during the week, so the first install appointment I took off work for them, two days off work. They cancelled both days. I called back very angry and all they could do for me was text message. I told them they would have to come back on my time, on a weekend. I have made phone contact with them; they just are not very willing to make things good. I do not trust them to even come back and do the reinstall. Kyle has admitted to me that the job was not done correctly. I hope at this point he could realize if the job was done correctly, I would not be upset. I am the paying customer, and a real business tries to make sure the customer wants to come back. He is making this sound like I am wrong for expecting to get what I paid for. Currently as of 6-18-2023 I am waiting to hear from Kyle to set up another install appointment, with the new material. I would like someone to see the hundreds of dollars of extra accessories, all I want is the product I paid for, I did not ask for extra accessories! They have not even shown me any materials worth the amount of money they have received already. 

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 06/20/2023

  The product the customer received is the only product that we sell or show samples of in during an estimate. We show and sell one product, and one product only. What is on the contract and is signed by the customer is exactly what was ordered. We canceled the first install due to un expected situations with our install crew and even sent an Amazon gift card to this customer for the inconvenience. This customer has called us 3 times. 4/21 and 4/24 to check on her products arrival and another on 5/4 when we initially canceled her install. We have answered and returned every phone call and since then the customer has not called us and we have called her 8 times since then with ohine records to prove. As to the customer stating that we are "not willing to make things good"  I'm pretty sure a new bathroom for any dissatisfied customer would satisfactory, unfortunately that doesn't seem to be the case here. Again, everything that was agreed upon, and on the contract, signed by the customer is exactly what we ordered. We even went as far to order her a new shower head with a slide bar which cost us close to $500 even though her contract clearly states that she did not purchase a slide bar. I have the contract, the initial order we placed and the new order with the hundreds of dollars of accessories not paid for by this customer and phone records to prove everything I've said in this statement is correct. We care about and take care of every one of our customers and to this day, this is the only customer that has ever had a bad experience, or has ever written a bad review, let alone a bad review filled with lies. We go above and beyond to make sure all of our customers are fully satisfied and do everything possible to make sure of that. Unfortunately in this case, an entire new bath along with hundreds of dollars in unpaid for accessories and an Amazon Gift card just wasn't enough. As a company, we will continue to do what is right, which includes purchasing a new bath to try to please this customer. 

   

  Thank you,

  Level Up Baths of Dayton