ComplaintsforPacific Bath Company

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed an Agreement with Pacific Bath on 1/18/24 for a walk-in shower. The shower was installed on 3/26/24.The shower now has a loose cover on a grab bar. I have sent three communications to Pacific Bath without response. The first two were emails to ***** ******** and the third was an email through your website.We would like to have the loose cover on the grab bar fixed by Pacific Bath. The attached pages 1 and 2 of "Pacific Bath Work Order PB26189 Loose handle cover" contain a picture of what needs to be fixed.Attached are four supporting documents:1. Pacific Bath signed Agreement Page 1 2. Pacific Bath signed Agreement Page 2 3. Pacific Bath Work Order PB26189 Loose handle cover Page 1 4. Pacific Bath Work Order PB26189 Loose handle cover Page 2 Thank you so much.

  

  Business response

  11/04/2024

  We have reached out to the Customer to discuss her warranty concerns.  On November 1, 2024, Pacific Bath performed a service call to address any warranty concerns that have arisen under the contract.  We followed up with the Customer today to ensure we addressed all of her warranty concerns.  She seems to be satisfied that all concerns have been addressed.  Accordingly, we believe this matter has been resolved. 

  Customer response

  11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  A repair was made to my satisfaction on Friday 11/1/24.

  Business says "We followed up with the Customer today to ensure we addressed all of her warranty concerns."  I have not heard from them today (11/4/24), so this is not accurate.  However, I do not have any further concerns. 

  Regards,
  
  ***** *****
  
   

  
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was contacted by pacific bath asking how everything went. I told the man that my ceiling texture in the shower doesn't match with the rest of the ceiling. I was told that will be taken care of. I also told him that the shower base was slippery, he said 1 in 300 aren't coated properly. He said they can put a coating on it. I also told him when I walk on the shower base it creaks in a certain area. It could be a settling issue, but should be checked out. I told him this was suppose to be a handicap walk in shower, due to a person who had a before the knee amputated leg. The base being slippery is a safety issue. When the salesperson was here I was promised that the base is not slippery. This man assured me that the issues would be taken care of. It's been over 3 weeks and I have not heard from them when the issues would be taken care of.

  

  Business response

  09/20/2024

  At Pacific Bath, we routinely call our customers soon after an installation to see how our customers like their new walk-in shower.  The individual who makes the call is not part of the ********************* but an individual from our Marketing Department.  If a customer raises an issue, like the Customer did in this matter, the individual who makes the original post-installation call will let the ********************* know that there is an issue.  The ********************* then contacts the customer to gather more information regarding the customers concerns.  For some reason, the ********************* was originally unable to connect with the Customer to discuss her concerns.  We apologize for the miscommunication.

  We now have met the Customer at her home to fully understand the potential issues with her new walk-in shower.  We have put a plan in place to re-do the Customers walk-in shower to address all of her concerns.  We have scheduled this re-do for next week.  The Customer seems pleased with the agreed-to plan.  We believe that this should fully address the Customers concerns.
  

  
  

  Customer response

  09/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  ******** *******
  
   
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Kohler website because at the Home Show I had been advised by other companies Kohler products were available for my use which is limited mobility.The Kohler Website advertises walk in tubs that are handicap *********. Kohler"s Website says use authorized installers Pacific Bath for my location.My husband and I physically meet the Pacific Bath Rep in our home.My husband and I are very clear to *************************** existing layout is impossible for me to use without assistance. We are prepared for the amount to be invested to adapt bathroom to be handicap accessible. We are purchasing the tub so that I am able to transfer from a wheelchair to a tub and use the primary features of the tub faucets and hand held shower indepently Kohler offers products that caaaaaan do that and Kohler recommends Pacific Bath. **************************** ttells us Pacific Bath is experienced in this need and yes Kohler Products can meet the need *************************** has all under control. My expensive project was complete 4/30/2024. I start emailing *************************** 5/1/2024. I can't get in or out of tub without assistance which he had asked prior to install and he said the walk in tub had grab bars to support access. I did a small additional $145.00 dollar ( I have receipts) modification to my bathroom to install an independent ADA ****** bar so I was able to safely enter and exit, I can not use shower head unless assisted and with difficulty and a grabber tool I can now turn on water.. I go back to both Pacific Bath and Kohler I was promised handicap usable indepently It is not even close. Further research says they were quite aware not usable independently by a disabled person because for about the same price range Kohler has a specific line of ADA ********* products including Walk in Tubs never presented to us

  

  Business response

  05/29/2024

  Both Specialty Contractors Northwest LLC doing business as Pacific Bath Company ("Pacific Bath") and the manufacturer, Kohler, are dedicated in providing safer bathing solutions for our customers.  The Kohler walk-in bath is safer than the standard bathtub, as our customers do not have to climb in and out of a Kohler walk-in bath like they do with a standard bathtub.  However, there are some customer situations that additional factors need to be considered in order to make the bathing experience even safer.  In this matter, the Customer has such a situation.  ********************** Bath has been working with the Customer and Kohler trying to find ways to address the Customer's concerns; yet also ensuring that none of the manufacturer warranties are invalidated.  The Parties have developed a plan to address the Customer's concerns.  The plan has been documented by a written Change Order signed by both the Customer and ********************** Bath.  The Parties are in the process of scheduling a service technician to make the changes documented by the Change Order.  Thus, while the changes have not yet been completed, they will be soon.  Thus, Pacific Bath considers this matter resolved.

   

   

  Customer response

  05/30/2024

  I have signed the offered changes.  The changes have not been scheduled yet and the reimbursement for my needed expenditures though agreed to has not been scheduled yet.  For me the case is still open because Pacific Bath was notified May 1st it has been about 30 days since first noticie of severe problems.

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

  

  Business response

  06/03/2024

  Do to other work being performed in the Customer's home, we could not immediately schedule the agreed-to changes as documented in the change order.  However, pursuant to the Customer's request, we have scheduled for the agreed-to changes to be accomplished on June 14th.  As to the reimbursement also agreed to in the change order, a check has been requested and will be sent to the Customer shortly.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Oct 23, 2023, I gave *************************** of Pacific Bath a check for $16,000 as a 50% deposit for the purchase and installation of a walk in tub.Several weeks before the tub was to be delivered and installed, I suffered a serious health issue that prevents me from living at home. I am currently living in a assisted living facility full time. On Nov 11, 2023 I called Pacific Bath notify them of my situation and cancel my contract. I was told that a supervisor would contact me within 2 business days, no call. I called them again on ****, ****, ****, **** and ****1. Each time, I was told someone from billing would contact me within 2 business days.I am aware that canceling the contract has a 25% forfeiture on deposit funds.The total for the entire project was $26,000, they got a check for $13,000, 50%.Per their contract I am due $6,500, 25%

  

  Business response

  12/24/2023

  Prior to receiving this complaint, Pacific Bath issued a check for the amount being refunded.  Pacific Bath sent it to the Customer's address via regular first-class mail by the ************* Postal System.  Upon receiving this complaint, Pacific Bath contacted the Customer's representative ****** of ********** "***"), who advised us that the mail at the Customer's home had not been checked for a couple of weeks.  The *** indicated that he would check the mail and advise if the check was there.  Unfortunately, it was not.  Pursuant to our conversation with the ***, we cancelled the original check issued; re-issued a new check; and sent it to the facility where the Customer is now residing.  We sent the check so that we can track its delivery.  This should resolve outstanding issues. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company to install a walk-in shower for my husbands safety . The install was to take 2 days to complete it took 7 1/2 days we had piles of dirt in the bathroom for waiting to get the correct shower tray the first install attempt had to be tore out due to the walls being two different heights plus they measured wrong for the original height. They chipped the shower base left gaps under the walls they wanted to just use caulk to fix it and replace it with a mobile home shower tray that you could bend with your hands. The drain was in crooked due to a tension line so it wouldnt drain, they sent the wrong doors down . All of that had to be tore down in doing so they tore the Sheetrock out of the sides of the wall by over 4 wide by 4 long with holes in the sheet rock. Cracked the base boards on both sides of the walls. So as you can see in the pictures they put a thin amount of mud to cover the holes which caved in when it dried. They installed the doors upside down so they sent some one down to paint the walls which just left gaps in the sunken wall board. The second installers did fix the upside down shower doors We now are having to have a dry ****** come in to repair the sheet rock and base board and paint the walls we just had painted last October which has cost us $ ****** to repair of which are being done this week .

  

  Business response

  10/02/2023

  While we strive for to be 100% perfect the first time, every project does not go perfectly every time.  In this case, the project did not go perfectly.  Yet, we addressed each of the issues.

  We keep the shower pans boxed to minimize potential damage in transit to a project site.  If a shower pan is damaged in transit, we would not know until we are at the project site.  When a pan arrives damaged, we try swapping out with another pan and were able to deliver one the same day.  The Customer rejected that pan, as it was not the exact pan damaged.  As we did not have it in stock; we had to order a new one, delaying the job.

  There was an issue with the drain location in the shower pan matching with the actual drain.  We were able to correct it to the Customers satisfaction. 

  While there were some minor issues with the shower doors, we did not install them upside down.  The issue was with some missing parts not in the shower door box.  Like with showers pans, we keep shower doors in their original boxes to minimize damage in transit to the project.  Again, this can lead to surprises when we open the original boxes.  Yet, typically this takes a quick fix by having the missing parts brought to the job site.

  Our general practice is to leave the drywall in the area we worked left ready to paint, as painting the drywall is or was not part of the contract specifications.  According to our lead installer who did the initial installation, we did follow our general practice.  Subsequently, we did have another one of our installers go to the home to make some minor patches to the drywall and then painted the affected area.  So, we are unsure of the drywall issue raised in the Customers complaint.

  When there are workmanship issues, we continue to address them until they are corrected.  We do so pursuant to the warranty provisions of the contract, and at three years is one of the longest warranty periods in the industry.  Ultimately, we corrected all the workmanship issues.
  

  
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid an extravagant amount for a shower and months later its still not finished, theres no end in sight, and Im expected to start paying for it.

  

  Business response

  11/09/2022

     This Customer was serviced by our Phoenix Branch, and this job did not meet our goal--100% correct the first time.  When a job does not meet our goal, we honor our warranty, as we did here.  Based on our communication with the Customer regarding his raised concerns, we performed a service call on October 24, 2022.  We believe we addressed all outstanding warranty issues.  We have tried to confirm with the Customer, but we have been unable to do so.  
       The Customer signed a contract with us to install a walk-in shower in his home.  The Customer put a down payment by financing it.  The balance of the job was to be paid upon substantial completion.   We coordinated with the Customer us to install the shower July *****, which was installed according to the contract.  The Customer signed the completion paperwork indicating we completed the contract.  This is required for the finance company to fund the remaining balance of the contract price; it did on July 11, 2022.
       There were some warranty issues that arose after the installation of the shower.  The issues involved concerns related to the shower door, resetting a trim plate, and some additional caulking.  There were communication issues.  These issues were from both sides.  The Customer indicated he tried to reach us with no success, and our records indicated we tried to reach him, also with no success, back in September to coordinate a time to address these warranty issues.  Finally, we were able reach each other to schedule the service call.  We completed the work on October 24th.   
       We have not been able to reach the Customer to confirm whether or not he has any further concerns.  As we have not heard from him since we performed the service call, we believe all matters have been resolved, unless we hear something to the contrary.  If there are any further matters that require service under the warranty provision in the contract, we shall address them.
  
  
  
  
  
  
  

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