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Complaint Details
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Initial Complaint
27/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On November *,2023 Bathfitter came to install a bathtub cover in my bathroom. I paid $*******. They did the install and while they were here I overheard a phone conversation between the technician and their manager saying that the size was not right. After more than ** hours I found that the base was not glued properly and the size appeared to be incorrect as there was a gap and the floor would make noise when stepped on. Most importantly because there was a gap there could be mould growing underneath and it could not be seen. A person from Bathfitter came on November *, 2023 and they tried to fix it I did not want them to fix it because I was scared of mould. I asked them for refund and they said that they want to redo the install and if still not good they would refund ***%. They ordered a new bathtub cover a came to install December *, 2023. They said if I dont want to install there will be no refund. I called them about ** days before the reinstall date and asked for a **% refund. They said I have to let them reinstall. I asked for a paper saying that if after the reinstall it is still not good then I will be refunded ***%. They agreed and said that they will bring the paper with them on December *, 2023. On December *, 2023 the technician came but did not have the paper that I had agreed to with the **** After the old bathtub cover was removed I asked them to not install the new cover because I believe that they will not do a good job. I do not want mould in my house. I asked for **% refund before now I want ***% as I have not received anything because of their mistake and also not bringing the paper agreeing to refund me if the work was not good.
Business response
04/03/2024
See attached documentsInitial Complaint
01/09/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On June 21 I had gotten a bath fitters quote and paid a deposit of $**** with the total project costing $*******. I figured I would probably need condo approval, so reached out, called **** on June 30 to cancel my order until I get approval. She told me she would put it on hold until we hear back. Even tho I have 10 days to cancel with no reason. As per the contract. The contract also says "there are grounds for extended cancel..." July 7, I emailed the response from my condo saying I need to fill out an undertaking form. She emailed me back 5 days later, saying she would look and respond that night. Never heard from her. I gave her a couple days, I THEN emailed her again July 14th asking if she got my last email and asked for a refund at this point. She still never replied. I'm pretty upset now that she has completely ignored my last 2 emails and VM I left her. I called bathfitters directly, they took my name down but thats it. July 18 **** responds saying "sorry I thought I had sent this over last week but I must not have had service when I sent it as it was in my draft folder. I did get your message, *** told the office to put the project on hold so that we dont order anything or move forward until we hear from your condo." She said it was on hold, which was good, 2 days later we were leaving for vacation. I could deal with it once I'm back. July 28th, emailed her saying need more time to think and again would like a refund. She never replied. I get a call on Aug 2 at 237pm "this is *** from bathfitters, calling to inform the install on Aug26". Should have been on hold until they heard from me ONLY. Not cool. Emailed ****, she replied "I took it off hold when we sent in the paperwork for the condo board as I assumed we would have approval quickly" I'm mad. Wrong way to do business, didn't do what they said they would do. TERRIBLE CUSTOMER SERVICE. Aug 14 called VP of ***********************, left multiple msgs and emails, still no reply from him to resolve this issue.Business response
27/09/2022
See ******** document.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.