Complaints

This profile includes complaints for Bath Planet of Western Washington's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bath Planet of Western Washington

  19115 68th Ave S Ste H102 Kent, WA 98032-2110

  
• 

  Bath Planet of Western Washington

  PO Box 395 Greenacres, WA 99016-0395

  

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:01/10/2025

  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.

   
  Complaint: 22796368
  
  I am rejecting this response because: I have shown pictures and a detailed response from the contractor how the two are not related at all. Bath Planet has not come out to see the damage that was done, they just keep stating the same response. I trusted their company to do the install right the first time, and the process was not done correctly at all. Also, I have reached out to **** to give me the installers name and the plumber that was used to put in my shower system and to have their individual license number. **** has not given me that information. My neighbors leak has nothing to do with how they installed my shower system incorrectly. I would like this resolved. 
  
  Sincerely,
  
  ******* *****ndings and pictures of the mold on my walls due to the condensation built up with the poor install, they used black duct tape to help seal the wall and I was told that is not up to code. I would like a refund or a partial refund because they did not install my system correctly the first time, and **** ****** has sent me bullying emails claiming they have no responsibility in their errors.

  

  Business Response

  Date: 01/13/2025

  Dear ******* *****. We are sincerely sorry that your property has been damaged by a water leak in your neighbor's condo. After speaking to you, you told us that your neighbor's condo had a water leak, and a contractor had to remove the shower we installed last year to inspect and determine the extent of water damage and mold inside your walls from the leak. As you know, the shower was not removed due to any defects or workmanship on behalf of BathPlanet, nor do we have any records of a warranty claim. The shower was removed solely due to the water damage and mold remediation from the leak in your neighbor's condo. Any reasonable person would hold the responsible party liable for the leak, and that should either be your neighbor or their insurance company. We still offered to expedite a new shower installation for you at no charge, and you declined, stating that you wanted a refund instead. We are a very reputable company. We are a general contractor and licensed plumbing contractor in the state of Washington, and we stand behind everything we do, but we feel your request for a refund and your negative review are unfair and unreasonable as we are not liable, and we have no responsibility for your neighbor's water leak that has damaged your property.    
  
  
  
  "Make It An Awesome Day"
  **** ******
  VP. Sales & Marketing Wa. State
  Bath Planet by NW Bath Specialists
  | *******   | Tri-Cities   | ************;|
   ************    ************         ************
  

  

  Business Response

  Date: 01/28/2025

  To Whom it may concern:
  On or about Jan 2nd, 2025, we received a call from a contractor requesting a bid from us to replace shower walls for one of our previous customers since they had to remove the shower walls to diagnose her neighbor's condo water leak. We declined to bid since we do not get involved in insurance water mitigation claims. Now, the contractor and our previous customer decided to write up their findings to show we installed the shower incorrectly so she could request a refund for the shower that her contractor removed due to water damage from her neighbor's condo. If this is an insurance claim and they had to remove the shower walls to see the extent of the water damage from the neighbor, the insurance company should be liable for compensating our customer. They are using several angles to challenge our credentials and the installation for a refund, here are the facts; Regardless of materials or workmanship, they removed the shower to diagnose a leak next door, not a leak from the shower we installed. The shower would have been removed whether we did the work to her contractor's standards or not. Her contractor has misled our customer with incorrect information and installation advice, and we feel this complaint and letter from her contractor are solely intended to damage our reputation and our company since we will not give her a refund. This is not a warranty defect, and our warranty states if it is, we reserve the right to repair or replace it at our discretion. To show good intentions, we made an exception and offered to replace everything at no cost, and she declined. The contractor is comparing a tile installation process with our waterproof, non-permeable wall system; it's an entirely different installation process. Tile is not waterproof and requires a membrane so the water absorbed by the porous tiles and grout does not penetrate through to the substrate. Our wall system is non-porous and includes waterproof panels, (installation recomendations attached). We have installed thousands of these wall systems and have never had this issue, we have never discovered our walls to sweat moisture thru the waterproof wall system. (I have attached our manufacturer's recommended installation process for review.) As for using duct tape in the corners. We use T-*** waterproof flashing that comes on a roll, (Info attached). Many types of flashing products come in tape form and are used to flash many areas to keep water out, i.e., windows, doors, roofing, etc. It's not a requirement; we took the extra step to help protect the stud bay, and they even decided to say that was wrong. We are a licenced plumbing contractor with the state of Washington and the valve change out is a one hour job, they are stating that its a 6-8 hour job. ****** is an excellent installer, and we stand behind all our work. Our plumbing license information is public record and accessible to anyone who wants to see it. ****** ********* Journeyman Plumber #CONNORP891RW. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22796368
  
  I am rejecting this response because:

  I have gone back and forth with this company, and I am not trying to destroy their reputable name. As a customer I was told I was getting a complete shower system with a lifetime warranty. Yes, the walls had to be removed due to a water intrusion from the neighbor, but the fact still stands that my system was not properly installed in the first place. When this first took place, they did NOT come out to my house to see firsthand the damage that was caused by THEIR install. The attachment that was given did not say it can be installed over ***, and the installer proceeded to put the install over ***, which when taken off had remnants of mold not caused by the neighbor. I have kept the *** and the duct tape from the install. The tape that was used was not 6" waterproof Trex tape it was a standard duct tape that was black. As a customer that was told I would be getting a good product, I in fact did not and I don't appreciate the way it has been handled by the management team at Bath Planet. The fact remains that the install was not placed properly in the first place no matter the cause of why the walls had to come out. The two are not correlated at all, and I am lucky they came off when they did, or the mold caused by your install could have left further damages to me and my daughter's health. In no way has this company showed remorse or try and find another solution, they are bullying and trying to sweep under the rug a mistake they made in the first place. The plumber that was stated in the last message was not the person that installed my shower system, and Bath Planet has not given me the name of the actual installer and if he is a licensed plumber. I would like to come up with a solution and being that you are a reputable company I would think you would want to make your mistake right. If not a full refund, I would like a partial refund, and we can go our separate ways. I would like your company to stand by your name as being reputable and taking care of your customers. 

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

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22796368
  
  I am rejecting this response because:

  I will gladly close this case once I am given the name of the installer that did my shower system. I have yet to receive that information from you, and if he is a licensed plumber or not. 

  I appreciate the information you have given me, and I would like to close this matter, but I cannot move forward without that information. I know there was paperwork signed by him and me after the install, and I am sure you will have that on record. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/12/2025

   

  It is unfortunate that you feel that our response to your complaint is considered bullying, we have an obligation to address any customer concerns and respond to them, so that is our intention to strictly address your concerns with factual information. I also want to point out we offered from the start to replace your shower walls at no cost to you, but you wanted your money back because the neighbor's insurance was paying to replace your shower as they had to tear it out to diagnose the extent of her leak. What needs to be addressed here is that the information you have received from your contractor is false and misleading. They have misled you into believing we installed our system wrong, which resulted in the mold behind your shower walls. There are no specific requirements on what we can and cannot use behind our material. Our system is not a porous tile job, which does require a different backer; our system is a waterproof, non-permeable wall surround, so we can use many different options. OSB is by far more water-resistant than any drywall, it's also a solid substrate for mounting things like safety bars, seats, etc. The bath walls you had previously to us were standard drywall, not green board, not purple board, just standard drywall, so according to your contractor, they did it wrong, too. Mold in a wall cavity: When you have a water leak that gets into a wall cavity, it absolutely does not need to be in direct contact with a water source for mold spores to spread. Once moisture infiltrates a wall cavity, mold spores can spread via airflow as they become airborne. The mold behind the shower walls is 100% due to the neighbor's water leak, not our installation. To confirm my statement that our walls do not sweat. I have attached a picture of a customers wall that we installed 10 years ago. They called us back to remove the shower and install a walk-in tub, and after we removed a wall, we took a picture so you can see, it is 10 years old and has zero indications of mold or any type of water damage from our shower installation, our shower walls do not sweat and are water tight. Im always available and would love to talk to you directly if you so desire. (Picture attached)

   

  

  Business Response

  Date: 03/04/2025

   Hi *******. We are a licensed plumbing contractor with the state of Washington, all our information is also listed on the state of Washington's L&I website and is public information for you to review. All our installers have their plumbing cards and our journeyman plumber oversaw your installation. To date, we do not have any records that there were any issues reported with our plumbing or valve change out, which we are licensed to do. Still, I'm more than happy to discuss names on a call if you would like to talk rather than use this forum to disclose personal information. Please call me directly, and I can give you the names if that's what you are looking for.