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:02/10/2023

  Type:Order 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.

   
  Complaint: ********
  
  I am rejecting this response because: one i never received a copy from Lowes contract, i signed until just the other day. Two all that crap he said is horse crap and even admitted over the phone that he's keeping it and using on someone else house, and some of the money was for the person that ordered it. The guy that came out,  never gave me a copy of my lowes contract, see attachment and i NEVER SIGNED ANYTHING ELSE. My contract is ONLY WITH LOWES AND SAYS TO ONLY PAY THEM NOT REBATH. The guy that came out even  said my bathtub was a standard bath like everyone else and wouldnt be hard to do. All he did was point a measuring tool at the tub. and we talked. Just please give me all my down payment back and be done. ALL THAT CAN BE RETURNED!! 
  Sincerely,
  
  ***********************t to put another tub, a piece of wood underneath and he even told me that some of that 2thousand is for his helpers. He’s blew up my phone being a Dick yelling at me where my kids could hear everything he’s saying. The Lowe’s people told me that he isn’t the boss just a contractor. The number he kept calling me from +1 (405) 635-4857 Then someone else called from rebath saying they get to keep up to 75% of that down payment even though I canceled. They have been calling from different numbers that don’t show up as a business and trying to get me to sign another contract to only give me a thousand and something back and I’m not DOING IT!!
  

  

  Business Response

  Date: 02/13/2023

  Our sales process includes an in-home visit by a Design Consultant. Measurements are taken and material is specifically ordered for each project. Every project has custom ordered material which gets shipped from different areas of the U.S., thus, adding freight costs and also rendering material non-returnable. Our vendors do not accept returns and we do not get refunded for freight or material costs. These types of materials are different from what is picked up at a local home improvement store. Paid employees spent time ordering, tracking, and receiving this material and spent time scheduling this project. In addition to these payroll, material and oversized freight expenses, which are normal for all companies in this industry, there are overhead expenses such as rent, utilities, insurance, licensing, and taxes.  As you can see, canceling after the three day right of rescission has repercussions that cannot be avoided. This is why we require our customers to sign documentation notifying them of the three day right to cancel period. 

  *Cancellation policy and date this customer signed said cancellation policy is attached.

  In response to this comment, my contract specifically says that if the project isnt started I get all my money back, the section of her contract that she is referring to is if ****** terminates the agreement. ****** is not terminating this agreement. That section of her contract is also attached. 
  
  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: ********
  
  I am rejecting this response because: that’s a lie bc I didn’t get my copy until last Thursday and that’s only bc I had to ask for it. The guy never gave me my copy and I know bc he said he’d send me it when we was waiting at the bank for the transfer to happen, he only gave me the rebath sheet. I have no legal contract of this in my email on that date or close to it and had to ask for it.Id the only reason I have it now!! You the worst business owner as you like to call yourself. Please Give me all my money back, so this will be over. You can take the Materials back and get your money back. I’m about to give my password and user to the bbb to prove it (if they want it)or how about the osbi since they can recover deleted files since your calling me a liar and saying I had my COPY this hole time when (I HAVE NOT)
  
  

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

  

  Business Response

  Date: 02/14/2023

  The customer signed and received the ****** contract on 12/16/22. Copy of signed contract attached. The last page of the contract shows an audit trail of when it was viewed, signed, and sent to her email. 

  The customer also signed and received the cancellation policy, named Notice of Right to Cancel, on the same date. That document also has an audit trail showing when it was viewed, signed and sent to her email. 

  The customer is correct in that she should only pay ******. We are not asking the customer to pay us. This discussion is about how much ****** will refund this customer.

  Regarding the material comments: All products for this project were ordered specifically for this project. The size of the tub has nothing to do with it. This material was shipped to us via freight companies. This type of product cannot be returned. The point is, we paid for material on this project and we cannot return it. 

• Initial Complaint

  Date:09/09/2022

  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.

  
  Complaint: ********
  
  I am rejecting this response because: My main concern has always been I believe I was over charged for what I received. I believe this because the company refused to give me a breakdown of the cost of the items I was purchasing. Original I was told they did not have these prices. I received a phone call from the business after I had requested I not be notified by them. It did not go well. The grab bar and shower head were not the main consideration of my complaint. They knew that. He then said he could give me a breakdown of prices. I requested a response in writing. I have not heard from them. The caller just kept repeating the same lines over and over again on the phone. I have never filed a complaint before in my 74 years. However I am losing sleep over this one.
  
  ******************* *******************************o do. Kept getting transferred. I believe I was lied to and cheated. Grab bars and shower head are a hazard as they are too slick when wet. Cant hold on to them for support, as my hand just slides, but is what they recommended.. Very dangerous. They knew safety was the reason I purchased the bath. Did not order a door at the time to save money. The sales man didnt have a breakdown of item prices. He told me right away that prices had gone up; maybe a little in Jan. I have trouble sleeping from worrying about this. I believe could have had a garage built, a screened porch, or paid for the 1st year of college for my grandson. Im older and feel I was taken advantage of because they knew I was in a hurry for a safer shower. Do I have any recourse.? Thankyou.

  

  Business Response

  Date: 09/21/2022

  We contacted the customer as soon as we heard about her safety concerns regarding the grab bar and shower head. She refused to allow us to return to address these issues. We take the safety of our customers very seriously and would still welcome a chance to remedy any safety issues. Regarding cancellation and refund, our contract terms are very clear. The customer requested cancellation after the cancellation period had ended. 

  

  Business Response

  Date: 09/28/2022

  We are currently working with this customer to try to come to a resolution. 

  Customer Answer

  Date: 09/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have spent many hours researching costs and said I would except $2000 even though I still do not feel I was treated fairly. However, I will except the addition $1,000 so that this matter can be closed. My son suggested I make sure the original guarantee will still be in affect. I have not received a response. Their letter was very kind. They have a lot to loss, so do I.
  
  ******************* *******************************