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:02/09/2024

  Type:Product 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.

  This company (******) came to my home Friday, 11/10/23, based on an inquiry from me to redo the bath tub/showers in my home. The representative was very nice and extremely patient, he went through his presentation, where I agreed to move forward with one of my showers. I signed the paperwork and put down a $500 deposit. We also talked about financing, where I had planned to follow up further with my bank. ****** reached out via text on Monday, 11/13/23, asking if I had any follow up from my bank and I have never heard or been contacted again by anyone from this company. I have contacted them 3 separate times since 1/19/24 to receive a refund. The feedback I continue to receive when I call is the matter has been escalated and I should reciprocate a call within 48hrs but I NEVER receive outreach from any. I WANT MY DEPOSIT BACK AS NO RENDERING OF SERVICES HAVE EVEN BEEN ATTEMPTED.

  Business Response

  Date: 02/10/2024

  Hello Evin, thank you very much for reaching back out to us and sincere apologies for any confusion.
  

  The latest status we have in our system is  "*********************** is going to get a home equity loan but she is going to put it off until May. She has some family emergency issues to take care of. She did put a deposit down."
  
  The contract was signed on 11/10/23, she paid the $500 deposit and it had the clause "Notice of Cancellation Buyer may cancel this transaction at anytime prior to midnight of the 3rd business day of this agreement. You do not need a reason to cancel. If you cancel, any payments made by you under the contract will be returned within 14 days following receipt by the seller of your cancellation notice. To cancel this transaction, mail or deliver signed and dated copy of this cancellation notice to: ... "        

  We did not receive any such cancellation notice within the 3 business days and were expecting that she would be ready in May to install the project.     We would like to make it clear that postinig multiple negative reviews (there is at least one more on ******* does not invalidate the actual signed contract.    We have decided that we will take a stand and keep the negative reviews against us and not concede to the use of them as blackmail to circumvent a legal contract.       We hope that will encourage future customers to just "ask nicely" upon which we do everything that we can to accommodate the circustances even if the legal contract exists.
  

   

  Customer Answer

  Date: 02/12/2024

  I am rejecting this response because:   It is a lie. I did not request to delay anything, nor did I have any family emergency. I had to reach out MULTIPLE times and never ever received one response until I submitted this complaint and a bad ****** review. Had the company followed through with communication or service I would not be looking to cancel, but there is a record of their non-response. I will be seeking legal recourse if my deposit is not returned immediately.

  Business Response

  Date: 02/12/2024

  Please see attached the contract

  Business Response

  Date: 02/13/2024

  As it is obvious that we cannot come to a mutually beneficial working relationship with this customer,  we have decided to issue her a full refund and wish her the best in her future endeavors.   See attached proof of refund.

  Customer Answer

  Date: 02/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/19/2023

  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.

  This a complaint against 5 Star Bath Solutions of ********. I am not sure of an accurate address, but on our estimate, the address is **********************************************************************, but the owner is ***** and it is named 5 Star Bath Solutions of ********. Our Salesman was *************************, phone ************. Our new shower install began on 2/17/2023, and to this date, it is still not completed. We have asked for a full refund. My husband and I paid cash for this shower, almost ********* dollars. We ordered a white simple shower with a sliding door. 3 days after the installation began, the shower floor took on an orange stain. We hadn't even used the shower at this point, because they still were not finished with the installation, and their equipment was laying at the bottom of the shower floor. The manufacturer supposedly told the owner that this orange "reaction" happens one in ****** installs. Well, wouldn't you know it was ours? The shower frame was not level, so the doors scrape each other as you try to open them, so every time we shower, we have to lay a towel on the floor to catch the water, so it won't get on our new bathroom floor. The caulk has reacted all over the seams and is now yellow. ***** the owner came out and used the "magic eraser" and got most of the orange off of the corner of the shower base, but there is more now forming, and where the magic eraser was used, now it's yellow. Then he comes out and cuts pieces of plastic molding to put in the corners up to the ceiling, there is a gap in one of the plastic pieces and now the caulk on this is turning yellow. ***** the owner also said that he could put another shower floor over the existing shower floor, he was just trying to figure out how to raise the drain higher so he could do that??!! At that point, my husband and I were done, and we told him we wanted our money back. He texted 2 days later to offer that he could install a new vein cut shower with a crew of two, a one-day install, and would that work. ( it was probably a leftover shower enclosure from a cancellation) No, at this point, I told him we were done. I have already spoken with corporate as he wouldn't give me their number, ( I did ask him for the contact information) I googled it and found it. We are still waiting for a reply from corporate. Installer smoked in my garage. Do not hire this company! We paid nearly ****** thousand dollars for this shower in cash.

  Business Response

  Date: 05/11/2023

  Please see photos of ****** and shower as of March 29, 2023

  Business Response

  Date: 05/11/2023

  Please see attached photos to see the shower.      We have only come across this yellowing within the franchise 4 times in the last 20 years.    We informed the customer that we could try some remediation issues and if they did not work, we would put in a whole new system.      We have ordered a whole new system and will be installing it after it arrives.

  Customer Answer

  Date: 05/12/2023

  I have reviewed the business response and accept this resolution, with the following statement:

  If however, this new shower enclosure should give me issues as the first one did, such as yellowing, I expect a refund in full.  I cannot keep having my bathroom torn out over and over again because they offer a "lifetime warranty" and not a money back guarantee. ***********************