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2.7 84 Reviews

Bath Fitter Franchising Complaints Summary

35 Resolved
49 Unresolved
Our verdict: Dealing with Bath Fitter Franchising, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Bath Fitter Franchising reviews & complaints 84

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9:35 pm EDT
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Bath Fitter Franchising shower/tub installation

Bath fitter installed our shower/tub a few days ago. They told us to wait a couple days before using, so we just used it for the first time today. I get in the shower tonight, and when I get out and go downstairs I hear a weird noise. I look around, and notice
dripping. A HUGE bubble of water is on my ceiling. I turn the water off to the house, and call the emergency line- no answer, left a message. Here we are an hour later, and multiple calls later, and still no call back.

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Bath Fitter Franchising unethical behavior

In May we entered into an agreement with BathFitters of San Diego to resurface our downstairs shower and as part of the job redo the plumbing associated with changing out the existing valve components. We paid a down payment for them to order the insert materials with the remainder to be paid when the installation was completed.

At the time of the order we were assured that the installation would be completed by fully trained and certified installer including a licensed plumber who would do the plumbing part of the installation.

The last week of June our installer showed up and proceeded with the installation. The installer assigned to our project also did the plumbing. The job was completed in one day.

Several days following the installation the townhouse that adjoins our property noticed some evidence of water in the bathroom that backs up to the shower that Bathfitters had just done the installation on. Since he had previously had some water problems he thought the issue was in his townhome. Several weeks went on and on the 8th of August we saw evidence of water as well.

Since the water problem at our neighbors mirrored the installation by Bathfitters on the 8th of August I contacted Bathfitter's to have them check the installation that had been done by our installer. They sent another installer who was not a plumber to examine the work and he said the valve installation was not leaking. An hour after he left I called our plumbing service and they examined the plumbing where the valve was installed and found a leak in the feeder pipe just below where the valve was installed.

In order for our plumber to repair the leak the insert that was installed by Bathfitters needed to be removed and the wall opened up. The plumber found that the feeder pipe to the valve assembly had been compromised and he made the repair at a cost of $450.00. Because of the way that the installation is done by Bathfitter's the only way to get the insert off is to render it unusable, meaning the money that we paid to Bathfitter's was totally gone.

Because this leak had gone undetected for weeks we have had substantial water damage to our property and our neighbors. Our walls and the walls of our neighbor were water soaked and needed to be taken out. Our wooden floors also needed to be taken out as they were water soaked. Both properties needed remediation and were treated against mold.

To date in our residence alone were has incurred damages over $10, 000 and I anticipate our neighbor's bills will be about the same.

Not only do we not have a functioning bathroom all of the work that Bathfitters had done for us is destroyed. The work that they did was obviously not done properly and it caused a great deal of problems.

I have emailed Bathfitters on 3 occasions regarding this situation and have not heard back from them. I sent him the plumbers report and pictures of the repair that needed to be done. I also asked him to supply me with the plumbing credentials of our installer which I have yet to receive.

Had this installation been done properly this situation would have never happened and now we are forced to deal with the damage that they caused.

Do not go down the road with this company

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4:43 pm EDT
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Bath Fitter Franchising we had 2 bathrooms replaced by bath fitters in 2003-2006.

The bath tubs have a lifetime warranty. The ceiling was replaced as well as the walls in one of the jobs, this is falling down now. We need someone to come out and access what can be done to make the repairs. I have been trying for over 2 years to get someone out to look at this job. Please check in your records as a commercial job,
Carrie Steele-Pitts Home, Inc., 667 Fairburn Road NW, Atlanta, GA 30331.

Our contact number is [protected], 123, my name is Denise Kimbro.

Please contact us as soon as possible.

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9:20 pm EDT
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Bath Fitter Franchising bathtub liner and shower

Very expensive...they charge a lot of money just because they have a one piece acrylic lining...alomost like 5000-6000 just to do the bath tub and bath tub walls and tap and shower head fixtures only. You can actually redo a whole bathroom including replacing whole bathtub and redoing the tiles and also the bathroom vanity and basin and floor for that money. Unwilling to come down on price and had to run a call past his Vice president who said they would not reduce by more than 20% of their over priced price. Their salesmen make 90K a year...no wonder they have to charge the customers more. This is strictly for the rich and the impatient. Anyone else...takke your time...dont be in a hurry find a contractor who can do this more economically.

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8:27 pm EDT
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Bath Fitter Franchising tub insert, surround, fixtures, plumbing

We had bath fitter out of lombard, il install an insert, surround, new fixtures, plumbing, and they were supposed to install a door but apparently they measured wrong and brought the wrong size and we now have to wait until the end of the month for that. There are some cosmetic issues we're not thrilled with (including a new crack to our tile floor caused by the installer), but the infuriating issue is with the plumbing and with the utter lack of customer service availability on the weekends. This work was done on thursday, april 11. We were told not to use the tub/shower for at least 24 hours so the caulk could dry and we didn't until saturday, when we discovered that we have almost zero water pressure if we turn the water on hot, and what does come out is tepid at best. Then tonight, as my husband was taking a quick, not very pleasant shower in the trickle of vaguely warm water, the drain slowed almost to a complete stop. It took a number of minutes for an inch or two of water to drain. I have left yet another message for them, and he will be speaking with them tomorrow to arrange for these issues to be fixed (i'm honestly not too hopeful based on what i'm reading here), but the real problem for me is that the issues shouldn't have occurred in the first place! Also, the ceiling panel wasn't installed as the measurements weren't right, and the salesperson just flat out lied to us, telling us the warranty was transferrable should we sell our home in the future, which, upon looking at the warranty we were given after the installation, we discovered is not the case. Needless to say, we are both livid, and we want them to come out here and fix everything they did wrong as quickly as possible. Their customer service person told my husband the doors would "probably be in in under two weeks" but that they won't be installed until april 30 because "we don't have an installer available until then." so they measured wrong, ordered the wrong doors, and then put finishing our project on the back burner? Totally unacceptable. I was not home when the plumber was here but my husband said he smelled and acted as if he'd been out drinking all night and come to our home directly after. Everything about this situation is an absolute affront to us as consumers. We used this company so we didn't have to go through the cost, time, and mess of using a contractor, but we now wish we'd just done that instead.

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10:03 pm EST
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Bath Fitter Franchising tub replacement

I called Bath Fitter to see about a walk-in shower stall for our home. The salesman kept telling us about the "discounts" we were getting. Even with the discounts, it rapidly approached $10, 000...just for a job on the bathtub! I should be able to get an entire bathroom remodel for that!

When you put down a deposit, you're only given 3 days to cancel in order to get your full refund. About 7-10 days later, someone shows up to take final measurements, etc. We didn't know when we signed the contract that they would be replacing the pipes in the bathroom. We would be without water for 2 days. It would be 3-5 days before we could use it. The noise and dirt created by ripping out the old bathtub would have been very upsetting for my mother who is in the beginning stages of dementia.

Needless zoo say, we lost our deposit of over $3000 dollars, but am thrilled I won't over $6000 for the finished project.

Lesson learned.

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1:08 pm EST
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Bath Fitter Franchising New bath tub

Jason (sales consultant) came to the house and measured quoted a price. What made our decision to buy was that it was a "one day install". A date was set with the company, the installer and a plumber show up as agreed. Then the news that this was scheduled to be a two day install. Time was taken off from work for the agreed one day so now another day will have to be taken off. During the first day of the install the old bath tub was prepared incorrectly and a new tub would have to be installed. So on the second day of the install the installer showed up, the tub they had in stock was damaged a new one had to be ordered from phoenix, delivery in two weeks. I feel bad for the installer (seems like a nice guy) but this is beyond unacceptable. Now the bathroom is out of service for over two weeks and we were not informed about it not being a "one day install" not happy!

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8:02 pm EST
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Bath Fitter Franchising refund

Bath Fitter sales person came to my house and gave me a quote. He said if I sign up right away they could take $100.00 off of the bill. I had to crunch some numbers so didn't sign up right away. I phoned him the next day and he said he could give me a $50.00 refund.

There in lies the problem I never got the $50.00 refund. Customer Ref # [protected]

I have sent an e-mail to a new gal Ada Ho she said it would take 3 to 4 weeks for the refund to arrive from head office. This was July 08/2018 I still don't have the refund.

I talked to the receptionist who said someone would call me they haven't that was about four weeks ago it is now near the end of December and I think 3 to 4 weeks has long gone by. The postal strike had nothing to do with this cheque being mailed to me.

I feel I have been patience enough and it's time for them to cut me a cheque and send me the money the $50.00 they owe me.
Carolann Vestergaard
[protected] [protected]@shaw.ca

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9:34 am EST
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Bath Fitter Franchising bathroom remodel

Filed against :
Southern Bath Solutions, LLC
5811 McCann Drive
Baton Rouge LA 70809

Complaint Description:
Job is incomplete, yet they charged my Discover Card (unauthorized!) and I have to get local contractor to finish the job. They stopped communications On Sept 26, 2018, I put down a deposit of $2312.00 (Discover Card) for contract to convert tub to shower. In mid November, installer came out to do job, but had wrong measurements for job, so they had to re-order materials.In mid December, installer came out again to do job. He removed old tub, prepped site for new shower, and started installing. He could not complete install as once again he had wrong measurements for the shower.He left job site, and now I have to get a local contractor to finish the job and special order shower doors. I spoke to Bath Fitter sales lady (Johauna Lege) and she told me they would give me a $1000 discount to offset my costs for local contractor. I told her I would not pay them until the job was complete and I was able to cover the costs with the $1000 discount. Now they have charged my Discover Card (unauthorized!) $4393.00, and I still don't know what the local contractor cost will be to finish the job. They have ceased communications with me.

Your Desired Resolution:
I seek a large enough discount to cover my local contractors cost and reimbursement for time and energy spent on this fraud case.

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9:16 am EST
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Bath Fitter Franchising tub to small

Replaced my Garden tub with a much smaller tub average tub size 60 inches long they replaced my Garden tub with a 23 inch tub I am unable to sit without bending my knees. I have called corporate office and Norcross without any resolution this is a 8, 000 dollar job I need to be able to soak I have very bad back and the only reason I went with Bathfitters was because of the lifetime guarantee and was told must have walls to get benefit the reason for the high cost. I need a garden tub replacement that IS what I paid for.

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Bath Fitter Franchising salesman from bathfitters

Salesman came in with a flippent attitude saying why he had to drive so far from savannah GA to me. Asked why i called uf i wwasn't buying. Rude and discriminated asked me why i dont go back to my country and before he took off in his car told me " your pretty do like all women do find a millionaire" i was furious i have used rebath in the past in denver and had a good experience with them !

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3:15 pm EDT
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Bath Fitter Franchising sales person

I made an appointment with the company for 3pm and I was told that they show up at the agreed time. We got a text message from the rep who kept trying to change appointment to 2:30. We declined to meet at that time as we had other people coming to quote us. The representative showed up at 2:15 pm anyway. Even though the company insisted that both Mr. and Mrs. be present, Representative did not even wait for my husband to come downstairs. I showed him the bathroom and the first thing he says, "we can't do anything until February is that ok?" It was October and I felt like he was trying to discourage me. I said ok. He didn't take any measurements, just looked at the bathroom and said he would text the quote to me. He went outside to his car and sent us a text saying he was declining the quote. Very unprofessional, uncaring, probably had a date or something better he had to get to.

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2:09 pm EDT

Bath Fitter Franchising cracking by drain

We chose BathFitters because we had used them in our previous home. The product, installation and durability was fine. After we moved to our new place, we decided to have our bathtub refinished, since we felt it was a good product. The installation was done on September 11, 2017, and by June 2018 there were significant cracks circling around the drain. Took pictures, contacted BathFitters, and they did send someone to fix the problem. I kid you not, the first words out of the repair guy's mouth were, "This tub looks new. Wonder how these cracks are possible." There was no criticism aimed at me, rather he was as miffed as I was. He did the repair job, and left. So, here we are, five days later, and the repair job is already discoloring. The finish around the drain feels like fine sandpaper, unlike the rest of the tub, which has a shiny finish to it. I am hoping the repair job lasts, but am somewhat skeptical. Hoping for the best, and will keep you posted. The picture on the far left and far right are with the cracks, the middle one after repairs (day 5).

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Update by Jennifer Spoke
Jun 28, 2018 4:24 pm EDT

I wanted to follow up by saying that the Acrylic Bathtub surround is a great concept and product. I suppose it's like anything...there's always going to be that one item in mass produced products that may have a problem. I'm hoping for the best, and am going to assume that the repair job will hold up. To be honest, when I wrote the first comment, I was still choked, because after spending $7, 000 on the bathtub surround, I had an expectation that I would have a "shiny" tub for a long time.

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1:06 pm EDT
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Bath Fitter Franchising bath/shower installation

We purchased a large soaking tub/shower combo. Installation was to be completed at the end of June 2017. We were told by the sales person, "we will be in and out in 2 days. In the end, you will have a completely finished bathroom to enjoy." We put down about $2000 deposit. He measured everything and then decided he needed to have a counterpart come and look at the space. A few days later a man came out. He measured everything, marked where the unit would come out to and said, "no problem." Some minor construction would need to be completed to move the plumbing and expand the wall, but again, "no problem." June came and went. We finally called them about mid July and the person we spoke with confessed, "it looks like we forgot to put you on the schedule." We were able to find a date that worked for us to miss work. On August 14, 2017 they came out to the house. They bathroom was gutted and prepared for the insert. It was during this time that the man doing the installation, Douglas, informed us that the two other individuals who had come in and measured the space, got the measurements wrong. He would have to cut into the frame of our window in order to make the unit fit. Since the gutting of the bathroom had already started, we didn't really have much choice. I then happened to walk out into the garage and looked at the product. It was not what I ordered. I was then told I could take a small discount or wait a few weeks for the correct tub. Waiting was not an option as this is our only working bathroom and it was already ripped up. We negotiated a higher discount (which really was not satisfactory, but I felt held hostage.) On August 15, 2017 the man "finished" we went in to look at the product. We had ordered brushed nickel fixtures, but fixtures installed were gold. In addition, the drywall remained exposed. I asked the man about this and he stated, "I'm not sure what to say about the faucet, but we don't finish the walls or ceiling." We paid in full on this day. I immediately contacted the business. I was told by Sharon. I will talk with Andrew (owner) about this. Days went by and I called back. Sharon advised me that Andrew has not gotten back to her. I called 3 more times before getting a call back from Andrew. Andrew stated, "some of the brushed nickel is gold toned and you should have been told by the sales person that we do not do the finishing work on construction." I told Andrew that I had never heard of gold toned brushed nickel and this is not what I want. I also advised him that we had two of his people out before this project started. They both measured and talked about the construction. Neither of them said we would have to hire someone else to finish the bathroom. We were told we would have a "fully finished bathroom at the end of the second day." I had sent Andrew pictures of the product and unfinished bathroom, but he insisted on sending someone out there to see if the faucet set was "defective" in someway and to compare the color to another brushed nickel set of the same faucet. The man came out. He took additional pictures and stated, "wow, it's crazy how gold your faucet is. It definitely does not look like brushed nickel. We have another set that is similar to this in our warehouse that is brushed nickel. It has the same goose neck and rain shower head. Would you be interested in this?" I said, "as long as it is pretty much the same, but a true brushed nickel, I would be fine with this." A few days later I received an email from Andrew with a picture of a shower head and faucet. It was generic looking and was not a rain shower head. He stated, "this is the only option we can offer you. Let me know if you are interested and i will order." I did not like the option. I asked if the shower head we ordered came in chrome. He stated that it did. I asked if there were any other rain shower heads available in brushed nickel. He said, "no". I settled for the chrome set. Again, not something I wanted. I then called Andrew and asked what they were going to do about the exposed dry wall. Andrew said, "well if it doesn't
cost to much, I will hire someone to finish it." I asked what "too much" meant. He did not answer me. He said, "look I want you to be satisfied. I will call a guy I know and get back to you about the ceiling." At this point, I had gotten the BBB involved. Two weeks went by and I finally emailed Andrew. I suggested he give me $250 and I will hire my own person to finish the bathroom because I do not want to wait any more. A few days went by and I called. Sharon advised, "when the chrome set comes in we will call and schedule a time to install. At this time, I've been instructed to give you a check for $250 when we come out" I got a call, we schedule the appointment for installation. I took time off from work and then got a call, "the product has not come in so we will have to reschedule." A week later I was called again to schedule an installation time. They wanted to come between 8 & 10 on a Monday morning. This was received via an email on Sunday. I responded that this would not likely work because my husband has to be to the office and I will be out of town. I also called the business and let them know that I had not gotten a response to my email so I am concern they will show up and we will not be there. I then got a call from the owner. He asked if he could get someone there by 8:00-8:15 on Monday could we make it work? I checked with my husband and he said, "as long as they are gone by 9:30." I let Andrew know this will work. Monday morning came and they did not show up. I got a phone call from Sharon around 8:30. She said, Your email came in at 7:11 PM and you spoke with Andrew around 5:00 so I assumed we were canceling the appointment." I said, "Truthfully, I have never worked with a more incompetent group of people! I don't care when you got the email. I sent it around 2:30. I called your company at around 3:00 and spoke with Steven and I then spoke with Andrew at 3:30 to arrange the arrival of your man for this morning no later than 8:15." My husband has taken time off from work and is waiting for you. Do you not talk with each other about these appointments?" She was apologetic and said she would find out if the guy was still available and send him to our home. The man arrived a little after 9:00. My husband had to ask him to leave at 9:30 as he had to get to work by 10:00 for a meeting. The man left. We got home from work and went to look at the bathroom. I've attached several pictures. You will see, he put a brushed nickel connector on a chrome shower head. I could hardly believe my eyes. He did leave a check for $250. This is not enough. In addition, the shower head to the handheld was not the same as the original one. I took pictures, I emailed and texted these to Sharon and the owner with this statement, "you can't possibly be serious. Fix it!" I also asked why the handheld was different. Truthfully, I suspect that we got left overs from other jobs. Andrew emailed me and said, "let me know when we can send someone out to fix that. He must not have had a chrome connector with him. The items are all ordered separately, which is why you have a different handheld." His explanation made no sense to me. I emailed him back and said they would have to come when we were home from work, I would not be missing anymore work. They came at 5:00 the following day and replaced the connector. The end result: We spent approximately $5, 000 (with the discount) on a product we did not order. We settled for a different tub and different fixtures. We had to have the walls finished ourselves. We missed several hours of work and had to advocate for this job to be "completed". Problems still remain, but I am exhausted. I do not want to work with them anymore. I would rather pay to have someone else come in. I will say, everyone who works for Andrew conducted themselves politely. They seemed mortified by everything we were going through. However, Andrew seemed more concerned with his wallet than customer satisfaction. I've been a home owner for 25 years. This was the worst experience we have ever had! As for as resolution goes, I would like a refund or at the very least a massive discount refunded to me. To spend thousands of hard earned dollars and end up with nothing we ordered has been gut wrenching. Not only do I not have anything I ordered, I had to pursue resolution. I had to miss time from work, make multiple phone calls and write several email. We were inconvenienced over and over. I hope to hear from you soon.

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12:44 pm EDT

Bath Fitter Franchising bath fitters and, and flooding house tardy in finishing job. product does not have lifetime guarantee as advertised

Installer began construction on July 11, 2016.Installer forgot to connect water pipes, proceeding to flood two levels of my home.Bathfitters narrowed scope of repaired.Plumber came 8 days later.When my insurer, Intact, failed to help with repairer, Mr Rafuse from bathfitters failed to help as well.Lifetime guarantee as advertised by Bathfitters is false.This company like Intact insurance does not provide good recovery to a wronged customer.Between the two it took 10 months to get home back in order.

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Bath Fitter Franchising shower installation failure

I had a shower installed by Bath Fitters. The floor they put over the existing shower floor has such a pitch to it that your feet slide into the drain. In addition, about 6 months after installation, the shower door started hitting the wall corner, to the point where it is difficult to close the shower door, and it is damaging the wall. I called customer service. Someone came out over 3 weeks ago, tried a few things, but couldn't fix either problem. They said they would have to talk to their manager. Three weeks later and no callback, This is the worst home improvement investment I have ever made.

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Update by finoccf
Sep 05, 2017 5:46 pm EDT

BathFitters came out and replaced the shower door, sprayed a grit coating on the floor and assured me the grit coating is covered under warranty.

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11:36 am EDT
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Bath Fitter Franchising all of it

My nightmare started in March of 2005. Lifetime Warranty is a total sham with these people! My tub and surround cost $5000 The walls are loading up and bowing from water inside. My window was replaced twice after being lied to about it even being ordered in the first place. There was water in between the glass panels of the window which I was told was my fault for not airing out my bathroom properly. The glass doors, which we were told were shatterproof, shattered on my person and almost severed my toe. We were told, after several calls that they would call with an estimate for new doors. There is mold behind the caulk and they refused to fix it unless we paid another $190. The mold has now spread to the walls of my bathroom and it needs to be gutted. These are lying, horrible, idiots who have no clue how to run a buisness. Not to mention lousy customer support. The installers are crap. The office never returns a phone call and they even blamed my husband for the mold since he re caulked it for them. with bath fitter caulk! We have gone to the BBB a dozen times and still NOTHING is being done. I was told that we were not going to receive a dime and if we wanted a reseal we would be charged. Do not do buisness with these idiots! I will continue to fight as I have breast cancer and this mold is a big threat to my well being as well as my family's. Next step is the roc, Channel 2 news in Chicago comsumer division and Judge Judy! Bath Fitter should not be in buisness and they will not get away with treating us like this!

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Bath Fitter Franchising one piece bath unit

Bath Fitter Winnipeg
349 Johnson Avenue West
Winnipeg, Manitoba
Canada

Principal Owner: Brian Turcotte

The Bath Fitter consultant came to our seasonal home. Upon the recommendation of an employee at Bath Fitter and due to the warranty not covering 'shifting, ' we discussed this at length with the 'expert.'

After the consultant conferred with another employee, he contacted us and deemed the one-piece bath unit to be suitable for our specific needs.

The wall separated from the tub.

We contacted the company as well as the Better Business Bureau in Winnipeg. We were dissatisfied with the responses from Brian Turcotte. The BBB complaint is 'administratively closed.' The complaint will remain on the Bath Fitter Winnipeg profile until April 2020.

We have contacted Small Claims Court, Consumer Protection Office and CBC News Marketplace.

We relied upon the judgment and advice of the Bath Fitter consultant prior to the installation. Only after receiving confirmation that this unit would be suitable, did we authorize the installation. ( Invoice: # 41323 )

After 7 months, we were made aware that there are 'high volume service calls' ranging from $110.00 to $140.00. This 'omission' of information at the time of our consultant appointment raises questions of the integrity of this Bath Fitter franchise.

Customer service at this location is poor. We trusted this company to not only install a suitable product, but to provide customer service. The consultant should have informed us that this would not be a recommended product for our situation.

Also, note that the 'warranty' was not on an invoice nor a brochure. Only after we posed the question to the sales manager via e-mail, did she jot down the 'warranty, ' in her response. Very unprofessional and irresponsible for a company franchise.

Our resolution had been and remains that in our situation, since we were dependent on the guidance of the Bath Fitter consultant, we should be under the umbrella of the 'lifetime warranty' for repairs ( parts, labour and mileage).

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B
11:50 am EST

Bath Fitter Franchising Tub conversion

Lifetime Guarantee. Not exactly. Seamless installation? Not exactly. I have had the conversion several years. Mold developed in the "seamless" seam between the wall and shower floor. Three times this has happened. The first time I was charged $100 to have it resealed. I believe it was before 5 years had passed since being installed. The SECOND time, no charge. Now I have it again and was told it would be $250. To reseal. I was told there was only a 5 year guarantee now. I live alone and use this maybe once a week. Forget it. I am sue I can find someone who can do it for considerably less than that. Wish I had never dealt with this company.

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Update by Beverley Keller
Feb 23, 2017 11:52 am EST

Comopany name was misspelled. It is bathfitters.

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J
11:15 am EST

Bath Fitter Franchising Tub enclosure

3 months and project not done. The walls were not cut to fit, so they filled in the spaces with caulk. They redid it 2 times to try and make it right. 3 different workers and it looks horrible. The caulk is peeling off already. The local company has decided we are too fussy- just settle for shoddy work. Sent back $500 and said we are done. Head company was called by us and they were aware of buy off - guess they approve of this. Do not consider this company. Not worth the headaches.

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