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:01/11/2023

  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.

  Palmetto Bath installed one combo shower and tub and one standup shower for me and my wife. The project went horribly wrong, and we are looking for answers and haven't received any as of yet. We had wall damage and also have a bouncy drywall in the bedroom next to the shower after a nightmare installation. Our trim work was shotty and the shoe molding on the wall was cut incorrectly and our new tub isn't leveled correctly either. We also have had the shower glass doors readjusted twice by Justin. The main reason for our concern is that the acrylic that was installed is cut into 3 pieces and is lined with silicone holding it together and therefore will inevitably leak in our view. We have a leak under the house at the drain line of the new standup shower. I am asking the company to either redo the project correctly or we will take legal acI also called Palmetto Bath and asked a few questions why we had these issues, and the company says they are a 5-star company and don't ever have to come back to perform a service call to rectify any issues. I didn't get any answers, so I drove up to Palmetto Bath located at 181 Johns Road and asked to speak to the owner and boy was this a treat for me and my wife. I had the pleasure of meeting Conan E****** the owner and he wasn't pleasantly amused by my questions and rudely shoved me out the door for asking about our damage and really got upset about me asking about a moisture barrier and told me acrylic is 100% waterproof and no moisture protection was needed behind the shower or combo shower /tub, but I disagree because when acrylic is cut into 3 sections and not measured correctly this can cause the seam lines to quickly leak. I will share pictures below and I hope Palmetto Bath does the right thing and will try to fix this mess of a job.

  

  Business Response

  Date: 01/11/2023

  We completed 2 projects for Mr. ******** starting on 12/14/22 thru 12/16/22. On 12/16/22 he signed off with the finance company that all was completed to his satisfaction. On 12/17/22 Mr. ******** started calling various cell phone numbers from employees repeatedly calling and texting. Our office manager returned his call on 12/17/22 at approximately 2pm and he registered complaints that during the installation the bathroom window had been left open (to vent the fumes) and the tech forgot to close it. For this we apologized, however Mr. ******** stated he closed the window. He has called at least 6 times since then complaining that they forgot to close his window. His other complaint had to do with the caulking at the threshold of his shower door which we asked him not to touch for 24 hours. His pictures make it clear that it had been moved. We scheduled a day that suited Mr. ******** to address these issues as well of two minor issues unrelated to our work. The day prior to the scheduled service date Mr. ******** visited our office and began to raise his voice and physically intimate our Administrative Assistant. Frightened, she came to me (Conan E******) for help. I went and sat at our conference table along with our production manager to attempt to understand why he was behaving this way and what we could do to help him. He continued this behavior and I told him that if it continued he would have to leave and that he had to stop calling my employees in the middle of the night and texting them at 3 am.  He proceeded to escalate the situation saying he would continue to call and harass my employees so I told him that we will be there to address his problems as scheduled but he now had to leave.
       Our tech Justin arrived on time and re-caulked the door and a couple of other minor issues unrelated to our work. When asked if he was satisfied or had any other issues he stated that he did not know and would have to wait for his wife to come home. When asked again if there was anything else that needed to be addressed he stated again that he did not know. He then called the installation manager with our corporate office with pictures he took midway through installation only to discover that our certified installers installed the product as they were trained to. Still unsatisfied, he called us back out saying the door was leaking. Justin came out for the second service and water tested the door. It was NOT leaking. Not sure what to do since Mr. ******** insisted it was leaking, Justin took of part of the door and reinstalled it to satisfy Mr. ********. Then Mr. ****** said that the drywall opposite of the shower in his bedroom was squishy. He asked Justin to press on it and he did, but found nothing out of normal. No cracks in the wall or more importantly no “nail pops” (which be something that could be the cause of remodeling). 
       We would love to resolve Mr ********’s complaint. However, we cannot fix something unless there is and an actual problem. The caulking issue cause by him has been address along with other issues I related to our work. For example, he blamed us for a hair line crack in crown molding that is the result of a 60 year old house on a crawl space settling. We are more that happy to correct any actual problems he has, but we are finished fixing his pre-existing issues. In home remodeling things sometimes happen and they have to be corrected. This situation would be easier if something significant had actually gone wrong so that it could be corrected and resolved.
  
  

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Regards,
  
  
  
  ******* ********

   

  I am rejecting this statement from Conan E****** that everything he said in this response was 60 percent lies. If things don't get corrected, then I have no other choice but to take legal action and also seek other media outlets to hear our story. If the owner Conan E****** would do the right thing and fix this mess, then everyone can move forward. I'm asking the business to fix this mess and to replace everything and redo it as acrylic should never be cut into 3 pieces and just held together by silicone in a unjust seam. I will also include **** ******* quote and personal letter so that Conan E****** can see that other companies agree it is shotty work. 

   

  Mr ********** Bathrooms2
  Yahoo/Inbox
  
  
  ***** ******* **************************
  To:******************************
  
  Tue, Jan 10 at 5:35 PM
  
  
  To Whom it May Concern,
  
  
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  Best Regards,
  
  ***** *******
  
  
  * ************
  ************************

  

  Business Response

  Date: 01/16/2023

  In closing, we have addressed every legitimate complaint Mr. ******** has shared. We have started with him signing off with the financing company stating that the job completed to his satisfaction to now him wanting a full refund or to completely replace a system that has not failed. In between we have addressed some minor caulking issues ( one which he cause by tampering with the door before the 24 waiting period was up) to addressing other minor issues unrelated to the work we have done for him. He continues to post pictures taken midway through the installation or minor issues which have been corrected and presenting them as if that is what the finished job actually is  – which is very misleading to say the least.  I am confident that the readers see this for themselves. We have responded on time to both service appointments and will continue to do so if there is something we are responsible for that warrants repair and that  is our resolution per our contracted agreement – not to unjustly enrich someone so that they will stop their harassment campaign as gains us.
  

   

  This is the response from Bill T***** our Regional Factory Representative for the Bath Planet national brand.

   

  On Fri, Jan 13, 2023 at 12:49 PM Bill T***** ***********************> wrote:
  
  Conan, 
  
  
  I have reviewed the the materials and installation of the ** ****** job. In addition,  I have spoken to Dean P********* our installation and training manager regarding the call from Mr ** ****** to our corporate office. All of the information indicates that the job was installed according to the standards set by the industry and BCI Acrylic. In addition, the pictures provided by the customer to Dean clearly indicate that many of the photos were taken as the job was in progress, not the finished product.  
  
  
  In our conversation you have indicated that two services were provided, the second of which the installer who scheduled the service waited an hour for the homeowner to come home and the service he requested (door leaking) no issue of a problem was found, but he reinstalled the glass as a courtesy.  I am aware that there is a question on whether the wall area was prepped and installed correctly, and we believe every procedure was followed to our exact standards. We do not suggest that a vapor barrier is used behind our wall system in any circumstance. In 2022, our dealer network installed over 130,000 baths with our three-piece wall system, corner reinforcement and proprietary sealant/adhesive allowing the walls to expand and contract in heat and cold, moisture and dryness. To my knowledge I know not of a single service or warranty issue from that practice. 
  
  
  I hope this email provides some additional clarity in this matter. 
  
  
  Sincerely, 
  
  
  Bill T*****
  *******************com
  
  
  

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Regards,
  
  
  
  ******* ********

   

  I believe the owner has made his bed on not fixing anything here and has never listened to anyone in his life besides himself. He believes his company does no wrong and that is fine. I will take this matter up with other resources.