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:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two new shower installations from Pacific Bath, both with lifetime warranties for workmanship, parts and labor. The shower has not worked for longer than a few weeks without falling apart. They have attempted (unsuccessfully) to repair the shower on multiple occasions. Pacific Bath has currently decided to not return my calls or send a service team to repair the shower for over two weeks now.

  

  Business Response

  Date: 02/01/2023

  As the Customer indicated in his complaint, he purchased two walk-in showers from Pacific Bath with each being on a separate contract. As to the warranties provided in the contracts, there is a limited lifetime manufacturer warranty on the product and a three-year warranty on the labor (workmanship). While there are two contracts, there have been only issues with one of the showers, as indicated in the Customers complaint, [t]he shower has not worked. They have attempted (unsuccessfully) to repair the shower on multiple occasions.  As the Customer stated, ********************** Bath attempted to resolve the issues with the one shower, and the Parties even reached a resolution approximately one and half years ago (i.e., Customer signed a Release) whereby the Parties agreed that the Customer would only have to partly pay for the one contract where there have been no issues with the shower and paid nothing on the contract where there have been issues with the shower.  So, while there are still issues with the one shower, Pacific Bath thought that matter had been resolved. Pacific Bath has again tried to resolve this matter. Unfortunately, we have been unsuccessful.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18546252
  
  I am rejecting this response because: As i read item number one in the resolution, it clearly states that compensation was for the delay in installation as we lost a years income on our rental property. Item number four clearly states that the warranty is still in full effect. We have honored our end of the agreement and made no negative comments in regard to pacific bath regarding this issue. 

  My current complaint is due to an entirely new problem. We have a safety issue with the glass wall falling over. Pacific Bath has made a few unsuccessful attempts to fix the problem and then stopped returning my calls, emails, and texts. Pacific Bath has left me with a serious safety issue and no other recourse than to seek outside help. 

  The other shower in our main house had and still has many issues all verifiable with photos, emails and texts. 

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

  

  Business Response

  Date: 03/22/2023

  As to the Customer's rebuttal regarding the scope of the release he signed whereby Pacific Bath reduced the price where in essence he received one and a half showers free, it is clear the Customer has a different perspective of the scope of that release.  We have expressly addressed that difference with him. As to his assertation we were paying him for his lost profits, this is not accurate. At the time we installed the showers, his rental property was not in operation.  As such, lost profits were not a component we factor into trying to resolve this matter.  As previously noted, everything did not go as we hoped, and in our desire to bring an amicable resolution to this matter, we reached an agreed deal (i.e., a signed release) this bringing this matter to an ultimate resolution, which the Customer now disavows that agreement. 
   
  As with any release, the Customer waived any claims that he might have, including the potential issue with the shower glass.  Yet, even though he gave up any claim, we still have attempted to address the issue with the shower glass. As he stated in his rebuttal, we agreed to honor our contractual warranty obligation (as we still had the second shower to honor).  We have attempted to honor our warranty obligations on a number of occasions. We have presented options to rectify the Customer's concerns, i.e., warranty claim.  However, he has rejected them, in part because of aesthetics, just wanting to get the second shower completely free.  Honoring a warranty claim does not mean getting the second shower completely free like he did with the first shower.
   
  As to the second shower, the Customer indicate in his rebuttal that there have been numerous issues with the second shower; yet, unlike the first shower where he expressly enumerated the shower glass issue, he does not enumerate in his rebuttal the numerous issues he claims, other than him broadly claiming that they are verifiable.  Likewise, we have not received anything from the Customer enumerating numerous issues with the second shower.  There has been one issue raised regarding the size of the shower locker (shelving) as it did not accommodate an oversized bottle. Yet, the shower locker meets the manufacturers specifications.
   
  Again, at Pacific Bath we try to reach a mutual, reasonable resolutions whenever possible. As we indicated in our original response and re-iterated above, we thought we had when the parties agreed to a resolution over a year and half ago and when the Customer signed the release.  As the complaint/rebuttal and the responses demonstrate, we have not reached a mutual, reasonable resolution, and we do not believe that we can. It is clear from all the time that has passed in this matter and with all of the actions of the parties that a mutual, reasonable resolution is not possible.
  
  
  
  

• Initial Complaint

  Date:12/03/2022

  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.

  We contracted a job with Pacific Bath company for a shower install. Sales man told us it would be a one day job and we would be able to use it the next day. Also, they were to demo out all of the dry wall behind the old shower and replace new green board up to the ceiling. The new Luxstone panels were to go all the way to the ceiling as well.The job took two days and the shower was not usable until the third day, the green board was installed but they stopped it about 15" shy of the ceiling and the Luxstone panels had to be cut because they couldn't fit them in. They trimmed about 3" off.Our issues are that we were sold a very expensive product and we did not receive what we bought. I have talked with every one in the company that was involved and they refused to offer any discounts. They offered add ons.We ordered what we wanted and do not need any added items.So overall we were not satisfied.Also, the finance company, (Service Finance), left me one voice mail to confirm satisfaction and when I got back to them a day or two later they had already processed. We have filed a complaint with them.

  

  Business Response

  Date: 01/31/2023

  We have review the complaint by our Customer and researched the matter.  Unfortunately, as the Customer indicated in his complaint, his project did not go as smoothly as we strive for at Pacific Bath.  While we believe we met the requirements of the contract. we still wanted to work with the Customer to resolve his concerns.  As indicated in his complaint, the Customer's primary concern was that he wanted a discount not additional items because his project did not go as either side would have hoped.  So, Pacific Bath offered a customer service discount to the Customer, which he agreed to, and the Parties signed a change order to reflect that customer service discount.  So, we believe this matter has been resolved.

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************