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:11/08/2024

  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 May 20 2013 I contracted ReBath to replace my tub with a shower. I also got a new vanity for a total of $7,439.00 with a lifetime warranty which covers everything including the discoloration of the shower. My shower has discoloration and I have contacted them at least once a week for the last couple of months and all I get is the runaround. They said they will get back in contact with me and come out. They replaced my grab bar and it took them a month or more to do that and they took pictures of my shower and of my warranty with no results on the discoloration of my shower.

  

  Business Response

  Date: 11/08/2024

  The original complaint was about a safety bar, which was a style that we no longer offer. We ordered and installed the new safety bar. Following, the customer complained about her shower base being discolored. We believe the base is simply dirty and has not been properly cleaned over the years. We have attempted to clean it, but not to the customer's satisfaction. We are sending pictures and a description to our corporate warranty department now to find out if ReBath will replace the shower base. This should be completed in the next few days and we will follow up with the customer.

  During the course of this, the customer has been very difficult to reach which has caused the issue to drag on beyond the time it should have.

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  The original complaint was for the grab bar and discoloration. What they are saying is not true any contact made was by me I have called them at least once a week over several months sometimes with no return call or response. The last time I called I was told he would either call me or come out the first of the week did not hear anything that is why I contacted the BBB. And for my shower being dirty that is not true I take good are of my shower any dirt is from there shoes when they installed grab bar this proves what kind of people they are. All I want is for them to honor my warranty and fix my shower 
  Regards,
  
  ********** *********
  
  
  
  
  

  

  Business Response

  Date: 11/15/2024

  We have arranged to clean the customer's shower base during the week of 11/18/24. This needs to be done before we can apply for a replacement from ReBath under our warranty agreement. 

  Customer Answer

  Date: 11/15/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ********** *********
  
  
  
  

• Initial Complaint

  Date:07/05/2024

  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.

  Back in March 2022 I recieved an estimate to have a stall sized shower and door installed by Re Bath. I agreed to move forward with it and in June 2022 the order had arrived and we set up for installation. The installers came I believe July 5, 2022. After they left I went upstairs to check out their work and although it looked nice, it was not the shower i ordered. They had to come back and remove that shower and install the shower i had actually ordered (i can't recall but i believe it was a day or 2 later that this occurred)So then it was installed but they hadn't brought a door, they said it had to be ordered. Finally on August 26 they brought and installed the door, however it was damaged with many scratches so we contacted the project manager and he had to order another one. That one was put in end of September. Then, October 18 we had to contact the manager again because now the door had to be forced closed and just wasn't operating properly. It was November before someone came and adjusted the door but i don't believe replaced anything. February 2024 we had more problems with the door and the celing light they had installed. I believe it was Feb 9 that someone came and fixed the celing light but not the door and he told me it needed to be replaced. Feb15th we reached out again to get an update only to be told they were going to come fix it again and not replace. They came out March 13 and replaced some parts on the door. April 17, door sticking again, trim coming off, I was ignored until April 23 and was told they would re order. April 30th my grandson got stuck in the shower when the door wouldnt open at all and son in law had to use a drill to remove the door to get him out. May 1 the project manager came out for the first time to see the door situation and said he would order a whole new door. May 16 manager texted that the door would ship out Monday and once it arrived he would set it up with us for install. There is more to the story....

  

  Business Response

  Date: 07/31/2024

  We have the replacement shower door and are ready to install it. We have not been able to schedule the installation because the customer is not returning out calls. Please call ***********************************, Franchise Owner, ************* to schedule the installation. 

• Initial Complaint

  Date:09/18/2023

  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.

  In October 2022 Rebath installed a shower in my master bathroom. In June ************************************************************************************ the corner of the shower that was never caulked and was dripping continuously while we showered. The issue was not obvious because the water was running under the baseboard immediately instead of collecting. The sub floor is soaked, there is mold in the crawl space, the linoleum has mildew staining, and there is likely mold in the wall. We called them on June 24. They came and caulked, we spoke to them that day and they said to wait a couple of weeks. We called them 3 weeks later and ****** came out and put kills primer on the spot in the crawl space and said someone would get back to me. We had Servpro come out and give us an estimate which was $2000 to dry the wet and clean the mold. We turned that in to Rebath and they downplayed it and said the would send "their" restoration contractor out. That guy's estimate was $3000 and that does not include putting anything back together. Since "their" contractor submitted his estimate, the Operations Manager has stopped answering my calls. My house sits, getting worse by the day and no one is acting on it, calling back, or following up in any way.My house has been known to be damaged for 3 months and Rebath has taken no meaningful step to fix it in spite of the fact that it is an obvious workmanship issue AND the caulk is warranted for 1 year. They are not fixing their mistake; they are not honoring their warrantee.My desired solution is to have them pay their restoration contractor to come out and take the necessary steps to dry out and sanitize my home. Then, I want a cash allowance to restore the bathroom to its original condition. At this point they have exhausted their opportunity to fix any of this themselves. I have picture and video documentation of all of this.

  

  Business Response

  Date: 10/10/2023

  The restoration contractor that ReBath sent to remediate the mold and mildew problem resulting from the leak around the shower door submitted a proposal dated 09/07/23 to the customer and the customer has approved the proposal. The contractor has scheduled the work to be completed on 10/11/23 with the customer. Upon completion of the mold and mildew remediation, ReBath will make all necessary repairs to any materials that were damaged by the leak. We anticipate everything including remediation and repairs to be completed by 10/20/23. ReBath is paying for the initial mold inspection, mold and mildew remediation and repairs to damaged materials caused by the leak around the shower door.

   

  Thank you,

   

  ***********************************

  Franchise Owner, ReBath of Central Virginia

  *************