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:07/18/2023

  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.

  On 05/09/2023, I entered a contractual agreement with Pacific Bath/Kohler, ********, **.Pacific Bath new I had a 50 Gal Hot Water tank, they told me they would install a hot water tank booster. In one day, they attempted to install 2 hot water tank boosters. Both failed. Now I have a $31,500,00 handicap walk in jaccuzzi tub/ shower. It is worthless. Not once did Pacific Bath tell me, the 50 Gal tank would not suffice. In fact they were quick to tell me, with the booster, i would have enough hot water.My wife has had 7 Major spine surguries, and I am a disabled Veteran. We both counted on this for therapheutic value.On 07/17/2023. I contacted the Pacific Bath install manager (****). In the conversation i would have to up grade to a larger capacity water heater, at my expense. I am completely confident, Pacific Bath new the 50 Gal tank would be inadequate, after $31,500.00 expense, you would think they could at least upgrade my water tank, I ordered a tank, The cost is $870.00 delivered. Thank you to anybody listening.PS I am asking for a refund of $870.00 I am doing the install myself.I would like for Verterans, Seniors, and Handicapped people to be aware of such scams like this from Pacific Bath/Kohler.

  

  Business Response

  Date: 07/28/2023

  As the Customer indicated in his complaint, the water heater was something he already had and not something he purchased from Pacific Bath.  Typically, a 50-gallon with a tank booster will be able to provide sufficient hot water to fill a walk-in bath. Yet, Pacific Bath never guaranteed that it would. There are too many factors that Pacific Bath cannot control that could factor into why a 50-gallon water heater, with or without a tank booster, will not be able to supply enough hot water, e.g.,the efficiency of the water heater, the plumbing in the home, etc.  As we did not provide the water heater nor did we guarantee that even with a tank booster it would provide enough hot water to fill the walk-in bath, Pacific Bath does not now have an obligation to provide the Customer with a larger capacity water heater.
  
  Nonetheless, we can understand the Customers frustration.  At Pacific Bath, our goal is for our customers to be happy.  Sometimes, in order to do so, we agree to do things when we have no obligation to do so, like we are going to do in this case.  We have discussed this matter with the Customer and have agreed to provide him with a larger, higher-wattage water heater at no additional cost to him. We have ordered the new water heater and have scheduled to install it on August 11th, if it arrives as scheduled.  Accordingly, we believe this matter has been resolved.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20336613
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/02/2023

  Pacific Bath has indicated they are working with me to  correct this issue. 

   

• Initial Complaint

  Date:06/27/2023

  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.

  Buyer BEWARE Pacific Bath sold us a walk in Kohler Lux Stone shower system with Lux-stone shower window wrap. They originally denied our request for a black shower pan stating ****** could not warranty the finish on a black pan as it clouds over time. They charged us $524 with a change order when we decided we wanted 24" and 36" grab bars instead of 12", 18" and 24" originally ordered. They removed our existing tub/tile and installed the Kohler shower system. They deceptively installed an off brand pan without any communication or change order.when questioned the project manager claimed they had not idea how that happened. Then they called several days later stating ****** was aware of the pan swap and authorized the fraud. They installed a off brand cut/trim window casing. The shower leaks.The plumbing is not centered on the wall.The walls, rails, pan and shower doors are all crooked by up to 1/2"The caulking seal is unprofessional, tacky, unproportionate with gaps. There are smudges of caulking all over the locker and shower.There are pieces missing from the locker such as the soap and razor holder.The shower opens from the inside straight into the toiler where you cannot exit functionally. There is no inside handle to exit the other side.They did not clean up a pile of debris from the demo left in my basement under the bathroom.They used the wrong tape to tape a paper barrier and removed the finish from my hard wood floors.When we realized the shower was leaking I reached out to the Project manager, project specialist and sales rep 10 times over 5 days before getting an after 5pm call back. They agreed the entire shower needs to be removed. They have refused a refund several times. At this point we want to move on from Pacific Bath and have a shower installed by someone else. They have refused a refund several times.

  

  Business Response

  Date: 07/25/2023

  While the Customer might have wanted something different, Pacific Bath installed according to the specification of the contracts.  Pacific Bath did not do bait and switch as implied by the Customer.  Based on ********************** Baths agreement with Kohler, Pacific Bath can use a different manufacturers shower pan if Kohler does not have a shower pan in the size required by the contract.  The contract does not specify that the shower pan was to be manufactured by Kohler.  What it specified was Pacific Bath was to install Kohler LuxStone walls, which it did.
  As to the Customers indication Pacific Bath used an off-brand to wrap the bathroom window, this is an inaccurate statement.  Pacific Bath used Kohler LuxStone walls to wrap his bathroom window.  It is our understanding the Customer thought the wrap would be a ******* insert. However, the wrap must be customized to the window, which occurred in this matter.  Nonetheless, for the misunderstanding of the type of window wrap was installed, we also offered to provide a credit back of that amount to the Customer.
  Regarding the Customers clearance concerns, we told him that we would be happy to diagnose and come up with a solution. Our design professionals take accurate measurements for the project during the in-home consultation. As to the Customers concerns with the toilet, the toilet from when our design consultant took the measurements and when we installed the shower is different than that toilet that is currently in place (at least from our visit to home after installation). We have photographs documenting the bathroom at the different stages.
  When a customer wants to change the specifications of a contract, it requires a change order.  This is a standard practice.  While Pacific Bath does its best to avoid all change orders that result in changes in price, a customer requested change *** result in a change of price of the original contract.  Again, this is what was required in this case.
  When we received word that the Customers shower was leaking, Pacific Bath connected and offered to send out a plumber immediately. From our understanding, it was explained to us that the shower was not leaking but water droplets found their way through the barn door bypass and request for service was denied at that time. We have offered on multiple occasions to address this issue despite the Customer implying that we ignored his request for service.  
  Unfortunately, the manufacturer does not always have the products when we need them.  The Kohler shelves were backordered, which we advised the Customer and explained that we would send the soap and razor holder as soon as they arrive.
  We understand that when things do not exactly go as planned, it can be frustration to a customer.  We advised the Customer we understood this and apologized for any inconvenience he experienced.   We have attempting to resolve all the Customers concerns.  We have been more than happy to address any warranty issue, but we have not been able to come to a mutually agreeable resolution.  Pacific Bath offered to re-do the project with different options to ensure the Customer was completely satisfied.  This offer was rejected.  We have even tried to resolve this matter using a third-party mediator.  We were unsuccessful.  While we try to research a mutually agreeable solution in every matter.  Sometimes, it is impossible.  Unfortunately, this is one of those times.    
  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20244460
  
  I am rejecting this response because: 

  I was sold a Kohler walk in shower system. The Kohler shower pan was discussed specifically during the sale. We were never notified or a change order presented that a different pan then ****** was being installed. When asked about the pan swap the Project manager acted surprised and stated he had no idea how it happened.  We were then  5 days later informed ****** new and approved of the swap. I asked for contact information for the Kohler representative several times and have been denied that information. 

  The window trim is not the same Lux stone material. 

  The shower leaks.

  The wall, doors, plumbing, and fixtures are crooked. the caulking is tacky and inpropotaionate. 

  There is damage caused to my hardwood floors by Pacific Baths contractors. 

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

  

  Business Response

  Date: 08/21/2023

  I filed the following response in the wrong place, more information versus additional response to the Customer's rebuttal.  So, while the response has already been filed, I figured it was best to file in the correct place.  Thus, I'm filing again. 

  In response to the Customer's belief that there needed to be a change order for his project for the shower pan, this is incorrect.  As the Customer is a contractor, he knows that a change order is only needed to change the scope and/or price of the contract.  There was no change to either the scope or the price of the shower pan.  The Customer maintains that a change order was needed because he did not receive as Kohler shower pan but a different manufacturer's shower pan.  As was noted in our original response, there was nothing in the contract that states that shower pan was to be a Kohler manufactured shower pan.  The only reference to the shower pan was in the job scope regarding the shower pan was to be a certain size and color.  This is what the Customer received.  Again, as was explained in our original response, "[b]ased on Pacific Baths agreement with ******, Pacific Bath can use a different manufacturers shower pan if Kohler does not have a shower pan in the size required by the contract."
  
  What is required by our agreement with Kohler and the contract with the Customer is that we install Kohler LuxStone walls, which we did.  In his rebuttal, the Customer indicates his belief that LuxStone was not used to wrap the bathroom window.  While this may be his belief, it is inaccurate.  Kohler LuxStone was indeed used to wrap the bathroom window.

• Initial Complaint

  Date:06/02/2023

  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.

  Email: ********************* Phone: *********** ******************************* My wife is handicapped and wheel-chair bound. Our home is 2 story and we installed stairs lift a few years ago to allow us to stay in our home through handicapped devices. It remained that it was difficult for her to enter and use our upstairs shower.We contacted Pacific Bath and requested that they advise on a handicapped shower remodeling to our upstairs bath. We emphasized to *****************, salesman/estimator, that the shower floor:1.Needed to be the maximum width to allow her to use her ****** to enter the shower this would be a 36 shower floor tapered for drain.2.We also emphasized we needed the floor to be flat with no border/dam so that ******************* could roll easily into the shower without obstruction.He indicated that these requirements would be easily met. During the construction, which on occasion we observed, ***** pointed out to the installation technician, The whole purpose of the project, from our perspective, to install a handicap shower, was just ignored even after we stopped them midway and corrections were promised! Specifically:1.The shower bottom was not extended to the edge of the left side wall to 36 the usable shower was now a tub of 30!2.The front entry side of the shower now had a 3 tall x 2 wide dam thus the ability for her roll in was impossible.We made numerous phone calls, text messages and 2 letters to Pacific but nothing to date has been resolved.

  

  Business Response

  Date: 06/27/2023

  The Customer indicates that it was his and his wifes contention that they wanted a handicapped shower in a second-floor bathroom because of the Customers wifes medical condition. The contract signed by the Customer did not reflect that a handicapped shower was to be installed. During installation, there was nothing said that the wrong shower was being installed. Pacific ***** standard practice is that before our installation team leaves a customers home, they present completion paperwork for a customer to sign to ensure that everything contractually required was installed. In this case, this practice was followed, and the completion paperwork was signed by the Customers wife indicating she was happy with the installation and the quality of work. Another standard practice at Pacific Bath is for us to follow up with a customer after installation to see if there were any issues. After we installed the Customers shower, we did have a follow up call. We again received verification the shower was installed correctly.

   

  Sometime later, we were contacted to inform us that the Customer and his wife wished they had purchased an even larger shower. They requested we remove their shower and install a larger one at our expense. Even though the shower was installed according to the contractual requirements, Pacific Bath tries to resolve the Customers concerns with the size of the shower. Thus, we offered instead to have a custom shower seat made and installed that would maximize the space and provide a weighted shower curtain as well, which the Customer refused. Instead, he and his wife requested a $3,000 discount. Ultimately, we did agree with their request and even provided them with a written agreement to memorialize the agreement. Subsequently, the Customers representative (his brother-in-law) advised that the Customer and his wife changed their minds. We are still working with the Customer, his wife and her brother trying to bring this matter to final resolution.

  Customer Answer

  Date: 07/21/2023

  Response to Pacific Statements 

   

  RE: Complaint ID #********.

   Statements from Pacific and Comments / Responses

   

  The Customer indicates that it was his and his wifes contention that they wanted a handicapped shower in a second-floor bathroom because of the Customers wifes medical condition.

   

  We did not ask for a "handicapped shower" - this is an art term not in our vocabulary at the time. We wanted a shower with no barrier to0 entry and wider to accommodate turning in the ******.  When ***************** was greeted at the home in October 2022, he was met by ***** who is wheelchair bound. There is a chairlift that takes her to the second floor where the bedroom and bath are located. The entire purpose of the call to Pacific was to obtain a shower with no barrier to the entry. This was made clear to ********* on several occasions and he responded several times that that and the additional room requested, needed so ***** could maneuver once inside the shower.

   

   

  The contract signed by the Customer did not reflect that a handicapped shower was to be installed.

   

  That is correct at the time we did not know the art term handicapped shower. We wanted a larger shower and a shower with no barrier so that she could roll in her ******. IT IS NOTEWORTHY TO NOT THAT NONE OF THE DRAWINGS IN THE CONTRACT SHOW A BARRIER OR SUCH DIMENSIONS. IN CONTRAST, THE LATEST PROPOSAL FROM PACIFIC SHOWS ALL THESE DIMENSIONS. WAS THIS A SUBTERFUGE? 

   

  It is noteworthy to mention that ***** was 77 years old at the time (now 78) and that ******* was 83 84 this year.

   

  During installation, there was nothing said that the wrong shower was being installed.

   

  This is absolutely false. ***** stopped the technician **** during construction and told him he was doing the wrong shower. **** responded that it would be what she wanted when he was done. Instead, a 3 barrier was installed and the dimensions of the shower were 3 less wide than even the drawings in the contract show.

   

  Pacific ***** standard practice is that before our installation team leaves a customers home, they present completion paperwork for a customer to sign to ensure that everything contractually required was installed. In this case, this practice was followed, and the completion paperwork was signed by the Customers wife indicating she was happy with the installation and the quality of work.

   

  Another standard practice at Pacific Bath is for us to follow up with a customer after installation to see if there were any issues. After we installed the Customers shower, we did have a follow up call. We again received verification the shower was installed correctly.

   

  ***** call Pacific right after the people left the job. Numbers phone calls and text messages were exchange. The Pacific people were rude and condescending and told her she got what she signed for

   

  Certified letters were sent to Pacific in January and May demanding a refund.

   

  Sometime later, we were contacted to inform us that the Customer and his wife wished they had purchased an even larger shower. They requested we remove their shower and install a larger one at our expense. Even though the shower was installed according to the contractual requirements,

   

  That is a fairy tale. ***** told them the shower was not the 36" per the drawing in the agreement and had a barrier that should not be there - there was no drawing of the barrier in the agreement. The size of the shower build was 3" narrower than the drawing in the agreement. 

   

  Following the certified letters, a complaint was filed with the ****** Construction Contractors Board on May 27, 2023.  We did not request a bigger shower only that they build a shower like in the agreement which states 36 wide and not 27 as built and a shower with no barrier to entry. 

   

  Pacific Bath tries to resolve the Customers concerns with the size of the shower. Thus, we offered instead to have a custom shower seat made and installed that would maximize the space and provide a weighted shower curtain as well, which the Customer refused. Instead, he and his wife requested a $3,000 discount.

   

  In December 2022 ***** told Pacific she would settle for a $3000 discount. She was thinking that the 3 barrier could be cut out. A Pacific agent came to the house and told her that the barrier could not be cut out and the only solution was to tear out reh entire shower. The $3000 suggestion was withdrawn on hearing the magnitude of the problem.

   

  Ultimately, we did agree with their request and even provided them with a written agreement to memorialize the agreement. Subsequently, the Customers representative (his brother-in-law) advised that the Customer and his wife changed their minds. We are still working with the Customer, his wife and her brother trying to bring this matter to final resolution.

   

  There was no agreement to this "non-existing request" - the 36" shower in the drawing in the agreement was never built in the first place - the unmentioned 3" barrier was not in the agreement of October 2022. Even after the technician was told that it did not belong - he continued. Why?

   

  We requested the money back and then agreed to try to work out a solution and then worked with Pacific for over a month to no end. 

   

  Following the May 27 complaint, I requested a conference call with Pacific and the call was completed with Pacifics Exec VP *************************** and General Manager ****************************  ****** indicated she would replace the shower immediately (with one with the proper dimensions) but that they did not do no barrier showers. I ask for a day to discuss. The next day I emailed ****** with a request to work with the ** and work out details (because of past mistakes). She agreed and emailed the **. The ** then sent a man ****** to come to the house and see what could be done. ****** came to the house did measurements. We found a Kohler shower pan with only a 1.5 barrier and ****** suggested that a small ramp would allow entry and suggested this compromise. We had also found a non-Kohler productids that was a Handicapped Shower with no barrier and suggested that option as a compromise.

   

  Several days later we received a Statement of Work (SOW) but it did not reflect any of the items discussed or agreed to with ******. The proposal had not grab bars, showed a drawing with a 2.5 barrier and did not discuss using the non-Kohler product.

   

  From here on it was a take it or leave it attitude on the part of Kohler.

   

   

  We are now seeking legal action and expect that a suit will be filed with the court in Lincoln County. In addition, a complaint will be filed with the ****** *** for elderly financial abuse. 

  Customer Answer

  Date: 07/21/2023

  RE: Complaint #******** We have not reconceived a response to my cmplaint. Pacific Bath stated everyone was happy here. Not true. Toped the technician in process. Called and texted them in November and December 2022...more REFERENCE: 1. Complaint Against Pacific Bath 2. Agreement Oct 10, 2022 in amount of $7312.54 down Check #**** and final of $7312.27 3. Paid by checks 10/10/22 $7313.54 and balance of $7312.54 on completion 11/18/22 Check #**** 4. Construction Completed 11/18/22 5. Dec 26 & 27, 2022 Phone to **** at Pacific *********** advised of issues 6. Dec 27, 2022 Phone to ************ (Pacific Stated: not possible to fix; have to take whole unit out) 7. Certified Letter 01/20/2023 advising of wrong shower install and request to correct (shower size 4 short from agreed upon dimension). Certified Mail Receipt #ending **** 8. Certified Letter 04/29/2023 refund demanded and final notice before suit and/or CCB Complaint Certified Mail Receipt #ending **** l My wife is handicapped and wheel-chair bound. Our home is 2 story and we installed stairs lift a few years ago to allow us to stay in our home through handicapped devices. It remained that it was difficult for her to enter and use our upstairs shower. We contacted Pacific Bath and requested that they advise on a handicapped shower remodeling to our upstairs bath. We emphasized to *****************, salesman/estimator, that the shower floor: Needed to be the maximum width to allow her to use her ****** to enter the shower this would be a 36 shower floor tapered for drain. We also emphasized we needed the floor to be flat with no border/dam so that ******************* could roll easily into the shower without obstruction. He indicated that these requirements would be easily met. During the construction, which on occasion we observed, ***** pointed out to the installation technician, ****, that the dimension was not right and that the entry had to be flat. He stated that he would correct that and it would be right when he was done. The whole purpose of the project, from our perspective, to install a handicap shower, was just ignored even after we stopped them midway and corrections were promised! Specifically: The shower bottom was not extended to the edge of the left side wall to 36 the usable shower was now a tub of 30! The front entry side of the shower now had a 3 tall x 2 wide dam thus the ability for her roll in was impossible. We made numerous phone calls, text messages and 2 letters to Pacific but nothing to date has been resolved. I was distressed to hear from them that there was no way to fix these issues without a complete redo as if this was our problem somehow! We have sent 2 certified letters to Pacific (Jan 10 2023 and Apr 28, 2023) but to date have received no phone or written responses. Numerous text messages have also resulted in no resolution. Pacific acknowledges the issues but sits on their hands and offers no resolutions or options to settle the issue. We are requesting that Pacific refund both of our payments to them in a total of $14,624.54. 

• Initial Complaint

  Date:06/02/2023

  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.

  The shower was installed December 6th 2022 and after letting it sit for 48 hours we started using the shower. Water started pouring out of the bottom of the fixed glass, it was never sealed. Called and scheduled a repair. It took many calls for this as they would set appointments and no one would show up and the only follow up was me calling to find out what is going on. Finally someone came out looked at the problem and told us someone would be scheduled to come out to do the repairs. Another week went by all this while water running out of the shower onto the floor, someone made the appointment. Got fixed let it sit for 48 hours, started using the shower and started leaking again. Made an appointment no one shows up and no one ever followed up. Never got fixed. Now the sealer is separating from the shower shelves. Made another appointment and Yep no one shows up or calls. Have missed over 5 days of work only to be disappointed in no one showing up no follow up calls and no care in the world. This company does not care about what happens to your shower after its installed. Pour costumer service with pour quality work as the shower trim was installed upside down as well. Noticed the weep hole was at the top of the trim. I had to make the repairs myself due to the worry of water getting behind the walls and creating more issues. Could not depend on Pacific Bath Company to do the repairs in a timely manner. All pictures were sent to the sales associate.

  

  Business Response

  Date: 06/27/2023

  While Pacific Bath strives for every job to be error free,sometime things arise that needs service, i.e., work performed pursuant to the warranty provisions of the contract. Pacific Bath than performs any warranty/service work required. The goal is that only one warranty/service call would be needed to correct whatever the issue was. In many cases, only one warranty/service call is needed. We can understand why a customer can become frustrated if any, but especially if it takes multiple, warranty/service call(s) to correct an issue.

  Unfortunately, after Pacific Bath completed the initial install on December 5, 2022 there was an issue with the Customers shower door leaking requiring additional caulking. Pacific Bath had a qualified service technician complete the original warranty/service call about a week later, December 13, 2022. Typically,this should have completely rectified the issue. Yet, as the Customer indicated, the issue can and did re-appear.

  There have been communication issues trying to schedule a second warranty/service call. We are sorry for these communication issues. These communication issues have been complicated by our service technician calling out sick on the date that we did finally schedule the second warranty/service call.Ever since, we have been trying to work with the Customers calendar to re-schedule this second warranty/service call. Again, we are sorry for the frustration we caused the Customer.  We are continuing to work with him to completely rectify the issue.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20133711
  
  I am rejecting this response because: The work had to be taken care of as water was pouring out of the shower onto the floor which could have resulted in more issues. Water was getting behind the shower as the calking was failing in this area and had to be fixed. Now since the water got behind the shower there seems to be mold forming at the bottom of the shower where wall meets the shower pan and the calking is getting black dots in it that will not wash or clean off. I would like to have a reimbursement for time and materials it took to repair the issues that Pacific Bath Company could not get to in a timely manner. I understand employees do call out sick the issue was that no one from your company took the time to make sure things were rescheduled. Me taking time off of work and having no one contact me of your employee issues or not being able to make the appointment or arrangements to fix the issues is the problem. I lost 3 days of pay waiting for someone to come out and fix the shower. I would like to know how Pacific Bath company is going to resolve this. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/28/2023

  When an issue arose regarding the Customers project, Pacific Bath addressed it.  Unfortunately, as noted in our original response there were some scheduling issues.  Yet, Pacific Bath has been conscientious of the Customers time, even trying to work around the Customers schedule by scheduling service call(s) on weekends so the Customer would not have to take time off work. 

  As to any warranty issues remaining related to the installation of the walk-in shower, Pacific Bath believes they have all were resolved when we performed the last service call on July 7, 2023.  The Customer signed off on the completion form indicating all issues had been addressed.  When we performed the service call on July 7th, there was no indication of mold nor had the Customer raised the issue other than in his June 28th rebuttal of Pacific Baths original response. 
  

  
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20133711
  
  I am rejecting this response because: The issue has been resolved and the mold that was on the failing sealant around the bottom of the shower has been removed and replaced. It's upsetting that it had to come to this in order to get this completed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/11/2023

  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.

  This is a very complicated situation. Rather than explain the details and present a timeline, let me begin with where we are today: We have a faulty Kohler LuxStone walk-in shower that cost us $15.7k (watch my ******* video showing some of the visible issues: ****************************). The shower was installed by Pacific Bath Company (PB) on December 1-2, 2021. I reported the issues with the shower to PB multiple times and they did come out to our house several times to fix the issues. However, some of the repairs soon failed. At this point, PB has refused to return to fix the problems, and instead, has agreed to refund our $15.7k, providing we sign a "Termination and Release Agreement," which stipulates that I am to remove all 7 of my ******* videos that document the installation process, approved in advance by PB, and that we:(a)"agree not to make any statements, written or verbal, or cause or encourage others to make any statements, written or verbal, that defame, disparage or in any way criticize the personal or business reputation, practices, or conduct of PACIFIC BATH, KOHLER, their employees, directors, and officers."(b)further agreed to remove any disparaging materials published prior to the date of this Agreement. This includes any videos posted to ******* or other social media sites. This material needs to be removed prior to PACIFC BATH issuing the check."Furthermore, there are several paragraphs stating that we agree to release PB and Kohler of all liabilities. If we sign this agreement and get a full refund, we are left with a defective shower that cannot be repaired and will have to be demolished and replaced. And I will lose future revenue from my ******* videos. I did retain an attorney January through early March, but he made no progress with negotiations between myself and PB, so I fired him. Communications with PB are mostly one-way. My emails and phone calls are not returned. Could you possibly help me? Sincerely,*****************************

  

  Business Response

  Date: 04/28/2023

  As to the Customers representation that he has a faulty Kohler walk-in shower installed by Pacific Bath, Pacific Bath disagrees with the Customers representation. While there might have been some workmanship issues that needed to be addressed, it did not warrant a complete refund of the purchase price of the shower. When there are workmanship issues, Pacific Bath will address them under the warranty provisions of the contract, as the Customer indicated in his complaint ********************** Bath tried to do. However, this Customer was not satisfied with the attempts, ultimately insistent upon a full return of the contract price.
  
  At Pacific Bath, our goal is to try to make every customer happy. In some cases, because of the circumstances, we go above and beyond trying to resolve the matter. At one point, the Parties had reached a resolution--the Customer expressly agreed to this resolution. After reaching that agreement and sending the Customer a Release to memorialize that agreement, we received communication from the lawyer that the Customer referenced to in his complaint. As we are explaining here, we explained to the attorney Pacific Baths version of the situation and of the prior agreement between the Parties. Obviously, at Pacific Bath, we do not know why the attorney is no longer involved. But the Customer did directly reach back out to us again indicating that he was managing the matter directly.
  
  As to the Customers representation that the communications have been mostly one-way, this is inaccurate. Our Executive Vice President has been involved for months trying to reasonably resolve this matter. She had communicated directly with the Customer and to his attorney when the Customer has had one. She even has gone to the Customers home to try to reach a fair resolution. Recently, the President of Pacific Bath has even communicated directly with the Customer.
  
  Again, ********************** Bath tries to amicably tries to resolve all matters, even when it has done no wrong as we understand how individuals can use communication vehicles unfairly. Yet, all resolutions must be fair to both sides. This has been the cornerstone with our dealings with the Customer from day one when it was determined that the Customer was not going to be satisfied with the warranty service(s) for his walk-in shower. 
  As noted above, the President of Pacific Bath has been in direct communication with the Customer and has explained our position. Based on those communications, the Parties now have resolved this matter, with the Customer having signed a Release. The Parties are fulfilling their obligations according to the agreement reached. Accordingly, we believe that this matter has reached a final resolution. 

  Customer Answer

  Date: 05/01/2023

  The following is the only accurate statement in the response to my complaint by Pacific Bath:
  
  President of Pacific Bath has been in direct communication with the Customer and has explained our position. Based on those communications, the Parties now have resolved this matter, with the Customer having signed a Release. The Parties are fulfilling their obligations according to the agreement reached. Accordingly, we believe that this matter has reached a final resolution.
  
  The message in response to my complaint (ID ********* from the Business, Pacific Bath, is totally inaccurate and falsely accuses me as being unsatisfied with their efforts at fixing the issues. Pacific Bath refused to repair or replace the shower after a lead installer came out to our house to inspect the work, not ******, the Executive Vice President whom we never met in person. My wife and I just wanted what we paid for, a high-end, attractive, functional and safe walk-in shower. Instead, we have a shower with shelves that fall out, glass barndoors that have detached from the bottom guide, rubber bumpers that have unglued, an exceptionally slippery finish on the base, and worst of all, a disconnected electrical bonding wire and SharkBite plumbing fittings inside of the shower wall. I video recorded the entire installation, with the permission of Pacific Bath in advance of the installation, and posted the videos (Part 1-6) on my ******* channel. Later, as I discovered the problematic design elements of the shower, and the poor workmanship, I posted a 7th video showing these issues. As part of the Agreement that I negotiated with the President of Pacific Bath, who reached out to me for the first time the morning after I submitted my complaint to the BBB. In addition to a full refund, I told him that I would agree to remove all 7 of my videos from ******* providing they pay me $200 for each ($1,400 total). They took a lot of hard work to record and edit and were earning me revenue, which supplements my fixed retirement income. And my videos were popular, especially my 7th video titled: Issues with our New Kohler LuxStone Walk-In Shower (see attached). Thus I will not Accept the Business response. And I chose not to Reject the response because I do know the consequences. It really doesnt matter at this point because I have received and deposited the check for a full refund and payment for removing my videos. 
  
  Thank you,
  
  ***************************; 
  

  
  

• Initial Complaint

  Date:04/07/2023

  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.

  On Feb 15, 2023, I signed a contract with Pacific Bath Company (** registration # PACIFBC810JJ) to remove a bathtub and install a walk in shower, and provided a deposit of $ ********* dollars. On March 15, 2023 the installers arrived at my residence, inspected the work site, and explained that the work could not proceed because of a window in the immediate work area that was too large. The original sales person explained that the window would not be a problem. I informed the installers that I would want my deposit back. I called my original sales person and informed him that I wanted my deposit back. Numerous calls have been made to the ******* branch of Pacific Bath in ***** requesting my deposit back. Answer.. we have contacted home office in ******** they will send the check. It is now April 7th, and I still have not received my deposit back, and follow up calls have resulted in NO call backs. I am getting very nervous regarding my deposit of $ ********* and wondering IF I will ever receive it.Thank you *********************

  

  Business Response

  Date: 04/14/2023

  We apologize for the frustration that the Customer has experienced regarding this situation. There definitely were things we could have handled better, especially with respect to returning the Customers down payment.  As to Pacific Bath not being able to perform the job because of the bathroom window. Under many circumstances, Pacific Bath can install a walking-in shower even if there is a bathroom window. Unfortunately, there are some situations, like with this Customer, when we cannot. Sometimes, this cannot be determined until the installation team is in the home accessing the job. When we have a situation like this, the contract gets cancelled because it cannot be performed. At which point, the down payment should be returned to a customer, as should have occurred in this matter. While there were personnel changes in our ********************** there still should not have been a delay. Our Controller has reached out to the Customer to rectify the matter. We have initiated the process for the money to be deposited back into the Customers account.  Based on the conversation our Controller had with the Customer, we believe the Customer is satisfied with the resolution. Accordingly, we believe this matter can be closed.

• Initial Complaint

  Date:03/07/2023

  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.

  We did a bathroom shower remodel through Pacific Bath in November and from start to current, has been a nightmare. Starting with the sales person selling us a shower (3 shower heads and shelving units) that installers said could not be done, as well as quoting us a 3.9% interest rate, which in turn when we received paperwork for payment, interest was 7.9%. While installers were installing the rain shower head, he cut through 4 electrical wires, he saw this and covered it up with blue tape to hope we didn't notice. We then HAD to call an electrician because theirs wasn't available for a week. The installers were not honest about what happened and we were assured we would be reimbursed. This invoice for us to be reimbursed was sent in November and we have not been paid to date, and have been getting the run around. We need to be reimbursed, Pacific Bath in **** is blaming headquarters that they send out the checks. Yet we still to date have not been reimbursed.

  

  Business Response

  Date: 03/14/2023

  Unfortunately, this project has not gone as smoothly and did not meet our goal of having each project being hassle free to our customers. Although there have been issues regarding this project, we believe that all issues now have been resolved.

  
  As to the financing concern raised in the Customers complaint, like many home improvement contractors, we use multiple different third-party finance companies depending on the needs of our customers. As to the 3.9% referenced by the Customer, we are not certain where he received that rate, because at the time his contract was entered into none of the third-party finance companies offered that rate. The best rate available at that time offered by any of the third-party finance companies was ****%. The Customer did not qualify with that third-party finance company to be able to get that rate. The best rate available by the third-party finance company that the Customer did qualify with was ****%. The paperwork for the financing would have been received by the Customer before he signed the contract with Pacific Bath. Thus, there should have been no surprise to the Customer as to what his interest rate was going to be to finance his project with Pacific Bath.

  
  The originally signed contract called for Pacific Bath to install two showerheads (a contemporary and a hydrorail, along with a rain shower) and shower locker (shelving). We do have a signed change order for removing the contemporary and the shower locker (shelving). Unfortunately, our files do not state why the change order was issued.

  
  As to the cut electrical wires during the installation, the Customer is correct we did agree to reimburse him for the electrician to repair them. Unfortunately, there was staffing issues with our ********************** and the check was not issued when it originally should have been. This error has been corrected, and we have now issued and sent the check to the Customer. This should not have happened, and we are sorry that it did. 
  

  
  

• Initial Complaint

  Date:02/28/2023

  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 hired Pacific Bath to renovate my jacuzzi tub into a walk in shower. The price I was quoted for this work from other contractors ranged between $8-10k. I was willing to pay the almost $17k to Pacific Bath solely due to their marketing and salesperson stating the job would take 2 days unless their were issues with my home. The job stayed on schedule until the second day when the crew accidentally broke one of the large shower panels. They shared that their company no longer allows them to bring extra materials, even for an out-of-town job like mine. Therefore, they would have to return the following Monday to finish. This meant I was without the use of my bathroom for 5 days rather than 2. They returned the following Monday. Unfortunately, the glass shower doors they installed both had several scratches on the glass. Again, they apologized that their company did not check them prior to coming to the site and they did not bring additional doors. As of today, I have sent numerous emails over the past 1.5 weeks to question when the replacement doors will be installed. I was initially told it would be the following week but then they denied stating that and now state it will be 4-6 weeks. They are refusing to provide me with a partial refund to compensate for fully avoidable delays. Their product is extremely basic and is comparable to a shower stall kit. The main selling point was the timeframe for completion, which I expressly told their salesman repeatedly. He assured me that if there were no issues with my home, it would take 2 days. This company has my full payment but I am left with a defective product and they did not honor their promise. They know full well that the timeframe is the main selling point as it is all over all of their online marketing.

  

  Business Response

  Date: 03/13/2023

  As the exclusive dealer of Kohler LuxStone walls in the ***************, Pacific Bath has a large area to cover. To efficiently schedule out-of-town projects, like the Customers, we have our installation crews scheduled for multiple projects. Thus, the limited amount of space is just for the materials to accomplish the scheduled jobs.

  
  Typically, most of our project can and have been installed within two days. However, there are circumstances that arise that cause a delay in completing the project with those two days. Unfortunately, the Customers project was one of those occasions. With the Customers project, the Kohler LuxStone wall was broken. When the Kohler LuxStone wall was broken, which is a rare occurrence, we had to resume work on the next business day (which was the following Monday) to complete the project. Once we were aware of the scratched glass of the shower door, We ordered replacement glass panels immediately for the manufacturing defect in the glass and anticipate having this installed right away once we receive them.

  
  Our management team has reached out to the Customer to keep her advised of the timeline. We are sorry that multiple factors have led to additional time to complete her project. Yet, it is important for us to honor our promise to provide a beautiful and safe shower for all our customers and look forward to completing the remaining glass panel service very soon.
  

  
  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19514570
  
  I am rejecting this response because: My project was the only project this crew was working on so they could have easily brought extra materials. In fact, the crew stated they preferred to do so but management wouldnt allow it. Additionally, since filing this complaint they have admitted that they had sufficient inventory of glass doors to have fixed mine the week of 2/20, but instead opened a warranty claim. Now they are coming on 3/17/23 to finally replace the doors one month from the start of my project. I also had to hire a plumber to address the poor water flow and temperature of the new shower. He stated that they had installed the shower head with what appeared to be silicone clogging the filter on the shower head. This company has made decisions that solely favored them but still expect me to pay full price. That is not acceptable. Their poor management should not be at my expense. I paid a high premium for this job to be done correctly and in 2 days. That did not happen, so I would like a partial refund. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/22/2023

  As to the Customers rejection of Pacific Baths original response, it seems that the Customer might have misunderstood ********************** Baths original response.  As we indicated, when we have projects that occurred a significant distance from our main office in which our employees need to spend overnight, we typically schedule multiple jobs in that area for the installation crews can perform.  While our crews can perform only one job at a time (going to the Customers comment that hers was the only job that day), the crews may have been scheduled for other projects before or after the Customers project.

  
  As to the Customers request for a partial refund, she has consistently, from when the issues first arose, requested a partial refund for the shower taking more than two (2) days.  While we strive to have ever project take only two (2) days, and most are, it is not a contractual obligation to do so.  It cannot be a contractual obligation as there could be many things that come up that could cause the project longer to complete than the standard two (2) days.  For example, at Pacific Bath, we completely remove the old shower, bathtub, etc., to ensure that we are not just covering up an existing problem.  As such, things that were hidden in the wall are now exposed.  Correcting these hidden issues, e.g., potentially mold, structural issues, before we can install the new shower, could take many days. Therefore, we know we cannot make the standard two (2) installation a contractual obligation.  As such, there is no language in the Customers contract that guaranteed that her project would absolutely be finished in two (2) days. Without the two (2) standard being a contractual obligation, there is no contractual basis for providing the Customer a partial refund because the project took longer than two (2) days to complete.

  
  As no contractual violation occurred do to the Customers project taking more than two (2) to ************** see if there is any contractual basis for providing a partial refund, i.e., did or did not Pacific Bath complete all its contractual obligations.  While there were issues with the Customers project, as she indicated in her complaint and we acknowledge in our response, ultimately she did received everything she contracted for.  Pacific Baths focus has always been to complete the Customers shower and provide excellent customer service while we kept her informed and updated along the way. Pacific Bath provides an extended 3-year workmanship warranty as well as manufacturer-backed lifetime warranty of materials. We are a we make it right company and always strive to deliver the best customer service and experience. While a service that was required to switch out the shower door glass is unfortunate, it is not always avoidable as to fully inspect the entire shower door unit prior to leaving the warehouse is not practical.  The carefully packaged glass door is at risk of being damaged if it removed from the packing before transit to the project siteespecially when the project site is far from the companys office like the Customers home. In cases like this (i.e., an aesthetic defect/damage occurs), Pacific Bath standardized our response to be as efficient as possible. We explained to the Customer our offer to install the aesthetically defected unit to allow for full shower use and function. We then schedule a service to replace the aesthetic defect/damage with new glass shower doors, which occurred in this case on March 17, 2023.  The Customer signed off approving of the new glass shower doors. Thus, Pacific Bath completed its contractual obligations by completing the initial shower installation and honored its contractual warranty obligations by replacing the aesthetic defected/damaged shower glass doors.  There is no contractual basis for providing the Customer with a partial refund, as she has received everything she contracted for. We must respectfully decline the Customers request for a partial refund.
  

  
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19514570
  
  I am rejecting this response because: they continue to be willfully obtuse in their responses. The fact remains that their crew only had my job and were staying in a hotel nearby for the expected 2 day job. Had they brought an extra panel, I would have had the use of my bathroom after the 2 days. Their crew and management stated to me multiple times that they previously would bring extra supplies but were having a problem with employees stealing those supplies. So instead of creating some easy process controls to account for inventory, they make this the customers problem. They also state that the 2 days is not contractual but it was a HUGE part of the sales pitch and is the largest portion of all of their marketing. The fact remains that the delay in my project had nothing to do with the condition of my home and only to do with mistakes and processes fully under their control. Yet I  am supposed to pay nearly $17k for a very basic shower stall. Lastly, they eventually admitted that they had inventory to replace the doors immediately but simply chose not to until 30 days later.  I would advise anyone to look elsewhere for a more honest company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/22/2023

  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.

  On February 6th the Pacific Bath team came out to install a new shower (tub to shower conversion). At about 1 pm we were told they "discovered a chip on the shower pan". I think the chip happened while they were working on it, but nevertheless, the pan was removed and the team said they would get a new one and continue the work on Tuesday.On February 7th the crew returned just after 7 am and began work again. We could not use it until Wednesday as the caulking had to dry/cure.On Wednesday I used the shower for the first time, slipped and nearly fell. The shower pan is NOT slip resistant (as was stated in both the brochure we got and when the representative did the presentation for us before we purchased). Thank goodness we had a grab bar installed as that helped stabilize me. Additionally, the Luxstone was supposed to go to the ceiling. It is @ 4" short.We paid $18, 000+ for the work and it was not done properly.We contacted the sales representative who sold us the product, and she said a "gritty finish" could be applied to the shower pan. This finish could "make it difficult to clean". (The option of an applied gritty isn't an acceptable resolution.) To be clear that the installation was not correct, I included the section in the brochure that specifies a "textured slip-resistant surface to help prevent slipping". Since contacting the representative, I have heard nothing.I next emailed the installation specialist to explain the situation. After 6 days, I have heard nothing. My husband called the installation specialist and left a message. He has heard nothing.I don't know what options there are to resolve the problem, but our satisfaction in the completed project is very low right now. We believe a refund for part of the project would be appropriate. I would appreciate hearing from the company to hear how the issue can be remedied.

  

  Business Response

  Date: 03/16/2023

  Pacific Bath has contacted the Customer(s) to address the primary concerns raised in their complaint. Specifically, their concerns of the shower pan not being slip resistant as advertised and that the shower wall being cut too short (i.e., 4 inches from the ceiling).  While we have still not yet reached a resolution regarding these concerns, we are hopefully to soon reach an amicable, reasonable resolution for both sides.

  
  As to the shower pan not being slip resistant, the showers pans that we offer are slip resistant not nonslip.   While the shower pans, we use are textured and most of our customers have no problems with them potentially being slippery, there are some occasions that a shower pan is a little slippery. When this happens, we can add (roll-on) additional texturing, which takes about 10 minutes, and the shower can be used the same day. We presented this solution to the Customer. In their complaint, they addressed a concern with the shower pan being hard to clean with this extra texture, and they questioned us about the additional texture easily coming up.  Generally, we have not seen an significant issue with any of customers in which we have added this additional texture.
  

  As to the shower walls being cut short, this is correct that the shower wall not go all the way to the ceiling.  This was necessary do to the configuration of the Customer(s) bathroom. Specifically, we had to cut down the back shower wall to install it.  This was explained to one of the Customers at the time of install, and he signed the completion paperwork indicating that he was OK with what was installed.  We presented an option to the Customers of Pacific Bath painting the exposed wall, at no expense to the Customers.  The Customers are considering that option.

  
  Whenever possible, Pacific Bath tries to reach an amicable, reasonable resolution when customers are not happy with their new walk-in shower.  In most cases, we can do so.  We are hopeful that we will be able to do so in this matter. We just have not gotten there yet.
  

  
  

  Customer Answer

  Date: 03/31/2023

  Pacific Bath contacted us regarding the tub to shower conversion problem. I informed the representative that my name is listed as the customer, and I did not sign off on the completed project.
  Initially they offered to replace the entire shower to "make it right" and then within 24 hours changed the offer to "we'll give you $400". This last offer was not acceptable.
  We are currently waiting for a representative to set an appointment to meet with us and view the installed shower to come to an amicable solution to the issue. We have spoken to three different people and none have called to make the appointment with us. It has been over a week.

• 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.

  Had a 30 K tub installed. Since then, more than 10 complaints by phone with no action. No heat in bath and now the drain closer has fallen off. Absolutely no follow up. Someone came out weeks ago and said he would report it and as yet I have not heard anything. It doesnt do any good to call and call and call. This is from last July in 2022! I paid for a water heater and a booster. The booster does not work apparently.

  

  Business Response

  Date: 03/14/2023

  Unfortunately, for unknow reasons, there was a disconnect with the calls that Customer made to address her concerns with the water heater and/or booster. For unknown reasons, we do not show receiving the calls. Consequently, this was why she never received a call back from any one of our Team. The first indication we had with her concerns was unfortunately with this complaint. Once we received the complaint, we reached out to her and proposed a solution to her concerns. As we believe that the water heater is the issue, we told her that we would replace it at no cost to her. We did perform a service call last week to address the water heater and a drain issue. The Customer was happy with the resolution. We would have preferred to have been able to resolve this matter before the Customer felt a need to make her complaint. Nonetheless, we are glad that the parties now have reached a resolution.
  
  
  Please advise.
  
  Sincerely,
  *****************