ComplaintsforEZ Baths, LLC

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About two and one half years ago, we had EZ Bath remove an old tub and install a shower. There is a lifetime warranty on the shower. We just replaced the lights in the bathroom with much brighter lighting, and I noticed a spot in the shower that is missing some caulking. Within the last 3 weeks, I have called EZ Bath, and the woman answering the phone has told me that the representative returns calls on Fridays. Well, 3 Fridays have come and gone now, and I still have not heard from them. In the mean time, every time I shower, water seeps through, and the inside wall could mildew, if it hasn't already. I want them to fix this problem, or they will be held liable for any damages.

  Business response

  10/10/2023

  To Whom It May Concern,

  We have contacted the ***** Family and set up a service call for later this week.  We’ve experienced a little bit of restructuring in our service department and are very sorry for the inconvenience.  We truly believe those issues are behind us now and will continue to provide our customers with the kind, friendly and professional service they deserve.  If for some reason a customer feels like they’re not being heard or getting the service they need, they are always welcome to speak directly with management.  Our management has a thirty minute callback policy, because there’s still nothing better than a happy customer, a job well done and the power of a positive experience.  Thank you.

  With Kind Regards,

  **** ****** C.O.O.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Company to request they schedule me for a repair to replace shower door rack under their lifetime warranty plan. I was told there would be service charge of $250., even though the Company's website boasts that there is no charge ever. " Here are some of the benefits that distinguish our warranty from the competition No arbitrary limits No exclusions, loopholes or tricks No hassling with the manufacturer No need to buy parts or pay for labor Absolutely no payment required, ever" The above quote is verbatim from their website.

  Business response

  09/21/2023

  To Whom It May Concern:

  As you can imagine, a few things have changed since 2018 when we installed a beautiful Walk-in Shower for Mr. ******* and his wife.  Though we have made a few modifications concerning the various warrantees we offer in 2023, we will be happy to honor the warranty offered to Mr. ******* at the time of his purchase and installation.  

  Our Production and Service Manager, James will reach back out to Mr. ******* and schedule the necessary service call free of charge.  We apologize for the inconvenience and any misunderstanding concerning our staff.  Have a blessed day.

  With Kind Regards,

  **** *****

  Customer response

  09/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20627492, and find that this resolution is satisfactory to me, as long as they follow through..
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** ***** was the consultant that took an eight thousand dollar deposit. for a walk in tub from my wife ******* ******** ***** . Two weeks after that she died on march 30 2022. I received text messages from Ez bath about a month later. I called and called until i finally was able to talk to the manager. I asked him for a refund be my wife had passed. He said i could pay the difference of the balance and take possession the tub. I informed him that the tub was for my because of her disability. He said he cannot return the tub because it is used. I requested that he sell the tub and send me my money back. The tub is not used when I never took possession of the tub. I know that they sell tubs all the time. After the conversation i had with the manager. i never heard from them anymore. i hired an attorney twice to resolve this issue with no clear out come. i reached out to them two months ago and left a message with the secretary but i did not get a response. This has been a long drawn out and tedious situation. all i wanted was the money back. But i find that its messed up that we could not come to agreement or conclusion. i think my kids and I have suffered enough with the loss of my wife and their mother.

  Business response

  08/07/2023

  To Whom It May Concern:
  
  As previously expressed to Mr. *****, we are deeply sorrowful for the loss of his wife *******.  We recognize that the loss of a loved one is a very difficult thing to experience and certainly wish him and his family well.  
  
  Back in March 2022, we gave *******’s Walk-in Tub order priority and placed a rush on it at her request.  Though the full amount of the project was $16,531.00, we accepted a deposit of $8,000.00, began working on all of the installation specs needed for her job and special ordered her custom tub.  Her Walk-in Tub was estimated to be installed in six to eight weeks from the signing of her contract on March 15, 2022.  Latasha both initialed right beside the Waiver of Deposit and Cancellation and signed the bottom of the contract.  The Waiver of Deposit and Cancellation reads as follows: “The customer understands that our products are special ordered and cancellation after the third calendar day from the date of sell will forfeit their deposit, regardless of reason.”  
  
  Our records indicate that we attempted to reach ******* several times in order to install her Walk-in Tub.  Mr. ***** later returned our texts and phone call attempts, informed us of her passing and requested to cancel her order with a full refund.  We offered our condolences and shared what options would be available under the contract.  Though this discussion took place well after our three day recision period,  he didn’t desire to move forward with either option and said he would be contacting a lawyer.  At that time, the project status was moved from “ready to install” to “canceled outside of recision”.
  
  In July 2022, Mr. ***** called our office again requesting a refund.  We referred him back to the contract, reminded him the job had been cancelled and asked if he wanted to revisit the possibility of moving forward with installation.  He did not desire to have the Walk-in Tub installed and strongly encouraged us to issue a refund.  We shared we would not be doing that and he said he would be contacting a lawyer.  
  
  Again, as previously expressed to Mr. *****, we are deeply sorrowful for the loss of his wife *******.  We recognize that the loss of a loved one is a very difficult thing to experience and certainly wish him and his family well.  Should he desire to honor *******’s contract, we would be happy to revisit the installation process.    
  
  

  Customer response

  08/08/2023

  
  Complaint: 20424933
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EZ Bath removed a bath tub with shower curtain and replaced it with a walk in shower with moving glass doors. (Barn style hanging glass doors on rollers. The glass doors will spray water underneath the glass doors when taking a shower. This is not only a slip and fall hazard but unacceptable to me as the floor will be eventually damaged. EZ bath sent someone out, ******) he said the only adjustment was about an 1/8th of an inch downward. Shower still leaks. ***** does not return ph calls after telling me to call him direct. ***** from the office called last Friday 5/`2/23. SAid he would speak to someone. No call back from him. He felt like some water was acceptable and we should have been told this. We were not told this. If you told me a new shower was $14,000 but it would leak water I would not have bought it. This company does not return phone calls. I will not accept any type of plastic water dam adjustment glued onto the shower doors. The shower curtain worked better than these doors. The doors should be replaced with something that doesnt leak.

  Business response

  05/26/2023

  To Whom It May Concern,  
  
  Our design consultant went to the ***** home on February 7, 2023 and sold him a walk-in shower system. The contract agreement included a white shower base, Brecchia (12X12) simulated tile wall system, Delta Lahara Venetian Bronze shower faucet, HD In2ition two-in-one 5 spray 6.8 inch dual wall mount and handheld bronze shower head, two MOEN 16 inch bronze grab bars, one Brecchia bench shower seat, two Brecchia corner shelves, and a bypass Liquid Accent Double Cayman shower door.    
  
  The contract was reviewed and signed along with a video containing our design consultant and Mr. ***** agreeing to the project.  The project was then sent to the production team for the planning and ordering phases to take place.  Everything was ordered for this project during the last week of February 2023 and after we received all of the products and materials we scheduled the installation for March 20, 2023.  
  
  Sometime after the installation process Mr. ***** began to notice water escaping from his shower doors.  He contacted us and we scheduled a service call for May 5, 2023.  At that time our service tech lowered his shower door panes down into the base track as much as possible.  He also reviewed with Mr. ***** the proper way to open and close his shower doors during use along with the proper positioning of his shower head. Though less water is escaping his shower, Mr. ***** is not completely satisfied.  We have offered to add water stripping or an extra bead of silicone to the base track, but he does not seem interested in that approach and would like replacement doors or some other alternative.
  
  We value our customers and want them to be completely satisfied with the outcome of their new bath or shower.  Mr. ***** is no different.  We want him to be proud of his new Walk-in shower and enjoy it for many more years to come.  I’ve made at least two additional attempts to reach Mr. ***** by phone since his BBB complaint was first filed and have not been able to reach him.  I would be happy to visit with him further and come up with other potential solutions that could move us to a resolution.  If you need any more information concerning this project, please feel free to contact me at your convenience.
  
  With Kind Regards,
  **** *****
  Chief Operations Officer

  Customer response

  05/31/2023

  
  Complaint: 20076605
  
  I am rejecting this response because:
  

  With all due respect this response is inaccurate.  The office number is pretty much useless.  (sometimes its an answering service) Nobody at EZbath on Choctaw returns phone calls. If **** thinks he can correct this, have him call me. I did hear from ***** who said he would look into what to do and we NEVER heard back from him. I called and left him 2 messages and did not get a return phone call.  If I cant pick up, please leave a voice message. You have my email as well. ***** doesnt return phone calls, **** doesnt return phone calls/text, ***** doesnt return phone calls and *** at the office doesnt return phone calls. These people are terrible.  I'm sorry, I would not make this stuff up.

  I attached pictures with measurements of the gaps involved. A high school kid can look at this and see its not going to work. Personally, I think its a defective product and this company will not stand up to that. But send someone out. Additionally, I offered to pay additionally to exchange the doors within reason. Crickets nothing. 

  This company is less than genuine in my opinion. They showed up with no advance warning to install the shower. Who does that? Had to come back half a day later because we had plumbers here. I ordered a light from them that was left off the estimate. They showed up to the install without the light. The installer called and said we no longer wanted the light. After 10+ phone calls and a couple of emails we got every excuse in the book still no refund. At 45 days we disputed the CC charge. We got a check from them 60 days after we told them we no longer wanted the light.  The installer told them on the day of install. they didnt bring with them to install. NEVER a return call on this.

  So, I await to hear from EZ Bath. I can tell you their version of things is very different than mine. 

  I certainly appreciate the efforts of the BBB. At least we got a response from EZ Bath. I would review the BBB rating for EZ Bath vs what their hand out literature shows and also what the EZ Bath Website shows. There is a difference. 

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

  Business response

  06/16/2023

  To Whom It May Concern:

  
  On June 8, 2023, our Production Manager, ***** visited the ***** home to discover their shower doors working as designed.  He verified they were installed properly and functioning properly.  However, since Mr. & Mrs. ***** are not happy with their selection and feel their Design Consultant did not properly explain the functionality of their shower doors, we will be happy to install a standard bypass door that should better meet their desired outcome.  
  

  Note:  As far as any comments about phone tag or phone calls not being returned, I have personally used the daytime phone number listed with this complaint on at least two occasions, left messages with my name / number / purpose of the call and not received a return call.  So there may be some communication issues on both sides.  I remain hopeful our efforts will resolve the issue and leave the ***** Family completely satisfied.  ***** will be reaching back out to them next week with an update concerning moving forward.  
  

  
  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 29,2023around 8:07pm. I signed an agreement for my mother walk in shower the floor lever. Was told we hade to make a discussion that night. The Mr. **** ******** call a copy of co/work and supervisor that night about making the shower floor lever. They agree that the one i sign for would work for her. The next day i call EZ bathroom and ask about the Veterans progam the had on the web site to help pay for the bathroom. I was told that they know long work with the Veterans Hospital with that program. I was call and to that they will be coming to install the bathroom on April 28,2023 and on May 4,2023, I took off both days they didn't come. They came out on May 8,2023. My mother call me around 2: 15pm and told me the the shower had a lift on it and the gentlemen was gone. I call EZ Bathroom and spoke to M. ****** he said he will look in to it and call me back. He did not he had the person that sole me the bathroom call me. I told both of them that the show is not floor leaver. Mr. **** sent be a picture of the shower we talk about. I told that the shower is to high and the ramp is a health issue. It a health issue because she can trip of the rap can bring her walk and he lift in the bathroom. Mr. **** responded " You agree to the shower" and I sent me a picture of it . I told him I have the picture that not the probable the problem is that the shower is to high and the ramp is a safety issue . I'm not a contractor where i would know that it a fall risk . EZ bathroom has been doing bathroom for over 25years. All I would like is for them to fix the problem because my mother still can't get in the shower with out help . This was suppose to help her with getting some of her independence. She charge $6,340.50 to her discover card to pay for this shower that she can not use by her self. She still have a balance all they want to take off the bill was $200.They have not contact me it been two days to see how we can correct the problem.Aslo they did not spray the floor.

  Business response

  05/24/2023

  To Whom It May Concern, 
  
  Our design consultant went to the ***** home on March 29, 2023 and sold them a walk-in shower system. The contract agreement included a white shower base with ramp, Calcutta marble wall system, Delta Lahara chrome shower faucet, HD In2ition two-in-one 5 spray 6.8 inch dual wall mount and handheld chrome shower head, extra delta square wall mount bracket, two MOEN 16 inch chrome grab bars, one MOEN 24 inch chrome grab bar, and one grab bar caddie Bath Planet accessory. 
  
  The contract was reviewed and signed along with a video containing our design consultant and ****** agreeing to the project including price and terms.  The project was then sent to the production team for the planning and ordering phases to take place.  Everything was ordered for this project during the first week of April 2023 and after we received all of the products and materials we scheduled their installation for May 8, 2023. 
  
  It was during the installation process that everyone realized the ramp may not work as expected.  Ms. ****** refused the installation of the ramp on May 9, 2023 claiming it would be a tripping hazard and requesting someone from our office come take a closer look.  Ms. ****** called our office and we have remained in regular communication with her throughout the process.  Our General Manager scheduled a site visit for the morning of May 15, 2023 and after evaluating the overall needs of our customer agreed the shower base needs to be changed.  We worked with Ms. ****** to pick out a new upgraded onyx base with a built in ramp and it has already been ordered.   
  
  As soon as the new base arrives we will contact Ms. ****** and schedule its installation.  We value our customers and want them to be completely satisfied with the outcome of their new bath or shower.  Ms. ***** is no different.  We want her to be proud of her new Walk-in shower and enjoy it for many more years to come.  If you need any more information concerning this project, please feel free to contact me at your convenience.  We have several before, during and after pictures if those would be of benefit.  
  
  With Kind Regards,
  **** *****
  Chief Operations Officer

  Customer response

  05/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20049957, and find that this resolution is  being work on .Hope it all will go well

  We both are trying to correct the issue 

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2022 I reached out to EZ Bath to come out and look at my small bathroom,the consultant came on a Saturday and decided the bathroom was too small and lied saying the leak was from the faucet and that there was no mold and should not spend money on this bathroom and talked us into looking at our main bathroom.We told him the leaking bathroom was our priority because the mold was a hazard but he convinced us that he had been doing bathrooms for a long time and there was no mold behind the shower,told him we wanted the larger bathroom to be handicap accessible because my mother is in and out of wheelchairs.He measured and made it all look wonderful by showing videos, pictures and samples of shower materials. He said the company was Christian and veteran based and that really made us happy. He said he would like a $1,000 down payment so we gave him a check that day. We used my phone and filled out the credit application and he explained that the remaining money would come out upon installation but that money came out 2 days later!He also said that we could cancel up until we got the call for final specifications which would be 1-2 weeks.Then he says initial 7 times and sign.didall of that without reading because I trusted this man ******After consulting with another trusted carpenter he said the measurements would not allow wheelchair accessibility in this bathroom and he measured wrong to make a sale!reached out to ez bath around a week later and told them I’d like to cancel and they were very upset,the consultant ***** called me in rage and then turned me over to **** the COO who is bullheaded as they come.**** said I should refer to the contract which says cancellation within 3 days but ***** told us up until we received the call.**** said they had already started making the shower and I could cancel but would lose $2,805.I decided to proceed in January and they called saying they were just now ordering my supplies.need help bc it’s them and their one sided contract and lies against me!!

  Business response

  03/13/2023

  To Whom It May Concern:
  
  When our Design Consultants go to a home, they are trained to ask questions, let the customer share their heart and listen, listen, listen.  After a basic evaluation of the bathroom in question the design consultant takes what they’ve heard while in the home, brings it together with what can actually be done in the available space and does their best to present a beautiful, safe, secure, accessible shower or tub that will both meet the needs of the homeowner and fit within their budget.  That is always the goal.  If the homeowner is agreeable we chart the course forward and if the homeowner isn’t interested, hopefully they have learned a little bit more about bathrooms and we go our separate ways.  No harm, no foul, no worries!   
  
  When a homeowner decides to move forward with a new walk-in shower or tub, it’s time to write up a contract which includes the exact materials, specifications, financing and timeframe for the project.  Though the homeowner and consultant may have talked about every option under the sun from rain spouts to body jets to in-wall diverter systems and Bluetooth speakers, the actual agreement is now taking form and written down.  At that time the actual contract is reviewed step by step with the homeowners, initialed in several important places and signed at the bottom.  This contract agreement is followed for the entirety of the project.
  
  Concerning the ******* specifically, the “first bathroom” was not a bathroom at all.  It was a laundry room that happen to have an extra toilet and small shower added to it for convenience purposes.  It was not designed for safety, security or accessibility.  Our Design Consultant evaluated the area, saw the small shower space and knew it would not be suitable for a true ADA compliant safety shower.  When asked about mold, mildew and water damage, our Design Consultant stated, “You never really know how extensive the damage is until you take out the existing unit.”  When they asked about a leaky shower fixture, he recommended they try a new fixture or have a handyman come out and take a look.  He then asked if they had another bathroom and if they might let him take a look at it.  After they agreed, he evaluated the bathroom and offered several options.  They picked an option that would fit into their budget and our consultant wrote up a contract (see attached).  Each area of the contract was thoroughly reviewed with the customer and agreed upon.  The customer initialed and signed.  Though discussions took place concerning the possibility of future modifications that were not currently in their budget, (i.e. removing the vanity for ease of entrance) no such modifications were included in this project.
  
  EZ Baths is a Christian owned, Veteran owned, Family owned company that takes things like honesty, integrity and character very seriously.  We strive for high levels of customer satisfaction and realize how powerful personal testimonials can be.  When ******** ****** contacted our office, we evaluated her specific situation and gave her options that went above and beyond what was stated within her contract.  Though we were under no obligation to offer her a partial refund, we offered to refund most of her deposit in the amount of $4,194.00.  After her agreement by text message, we filled out the necessary paperwork, explained the refund process and sent her a text message for final approval in order to send money back to her lender.  She then decided to consult an attorney, refuse the partial refund and request complete installation within the week.  After explaining her job had been cancelled at her request and would have to be reevaluated and put back into production, she agreed by text message to put it back into production and we finished ordering all the materials for her project. 
  
  About two weeks go by and we get a phone call from a contractor in the Hammond area who claims to represent ******** ****** and wants to discuss her project.  His primary focus was on wheelchair accessibility and we explained that wasn’t part of the current contract and could be addressed at a later date or with a change order.  After the materials arrived and we called to finalize her installation date, she informed our office of her desire to cancel yet again.  She then proceeded to ask for a refund and was told we had spent additional funds preparing for her installation and no refund was available.  The actual contract states, “Waiver of Deposit and Cancellation: The customer understands that our products are special ordered and cancellation after the third calendar day from the date of sell will forfeit their deposit regardless of reason _____ (Initial Here).”  She clearly initial this section and signed the contract.  The notes made in the comment section specifically spell out the approval of a loan, a check from the customer and an initial deposit from the lender. 
  
  EZ Baths has been more than professional and from our perspective even gone the extra mile.  We do not tolerate cussing and fussing of any kind.  We appreciate clear communication and keeping promises.  Though it has certainly been an interesting journey, we are still happy to honor our contract agreement and install her beautiful new walk-in shower.  However, due to all of the cancellation issues, we would request another installment from her loan before and after completion.  This is a common practice in the construction industry and in the event she chose not to pay would help with potential losses.  Please find extensive documentation attached with more upon request.

  Customer response

  03/13/2023

  
  
  
  
  
  Complaint: 19563135
  
  I am rejecting this response because:
  This COO **** ***** makes it sound like they are a great company, when I have had a terrible experience as well as many other EZ Bath  customers.  I have also learned that EZ Bath deletes most of their negative reviews left on social media and their website.  I was misled by the consultant, his measurements were wrong and he recommended that I do the handicap accessibility AFTER the shower was installed. Which never made sense!! The consultant said there was NO mildew behind my existing shower, he said if there was it would bleed out into the paneling.  Once again he was trying to make a sale and be done, he didn’t care about the outcome. The initial bathroom he was called out for is a bathroom that was a part of the house plans when this house was built, we never added that bathroom so once again you’re stating facts that are untrue. You send your consultant out they tell lies and give false information and take advantage of women, then get them to sign the contract quickly without explaining the contract and saying we have up until the “initial call” which is 1-2 weeks to cancel. The contract is very one sided and you know it!  You’re a FRAUD and you know that too or you would not be so pushy. If your product was so great you would have given me full refund upon request a week in, instead you lied **** and said that my shower had been started. But wait! we all know that wasn’t true either because your consultant *** ***** called in January to say that she was just now ordering the materials for the shower that you were only going to give me partial refund for!!  All I ever requested was a refund 5 days in but you have strictly enforced the contract. I also requested to speak to Mr. *******, the owner but was denied each time, actually you promised me that I could speak to him for over a month then told me he didn’t speak to customers. but he’s all about integrity according to his testimony. And let’s not mention the deposit because the consultant lied about that as well, he took my $1,000  check and said my loan would come out when the shower process began or after that initial call but everything came out that day, so once again another lie!! This is EZ BATH folks!! I warn you to stay clear from this company,  they are pushy, untrustworthy, very misleading and they betray you!!! they are a FRAUD!! Oh and for the record I have never cursed you, I am not that type of person I am a Christian and I don’t curse people. You know the good book says A greedy man stirs up strife, but the one who trusts in the Lord will be enriched. EZ Bath is greedy as they come!! 
  
  Sincerely,
  
  ******** ******
  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The salesman ***** from this company had my phone IN HIS HAND and texted the mortgage company without our consent to go ahead and move along with the deposit. It had already been spoken about several times that we would not do that until we had thought about it and spoke with others. He sent this text anyways and now they are holding me accountable for half of the deposit whenever it was sent WITHOUT MY CONSENT anyways!

  Business response

  11/26/2022

  We value each customer and know there's truly not much better than a solid recommendation and/or referral from a satisfied customer who absolutely loves their new bathroom oasis.  That's one of the many reasons why everyone who buys a tub or shower from EZ Baths receives a contract / agreement that clearly spells out what has been stated and agreed upon at the point of sale.  We strive for clarity and understanding during each step of the process from beginning to end.  We would never dream of misleading a customer just to get a quick sale and potentially ruin our reputation and character we've worked so hard to develop for well over a decade.  

  In this particular instance an accusation was made against a Design Consultant as if they took a customer's phone and authorized payment without their permission.  While our Design Consultants often help customers understand and move through the financing process, they never authorize payment.  When the time came to authorize payment, a separate text would have been sent to the customer, they would have to respond to a prompt, agree to the amount being requested, enter a code and send a reply giving permission to release the funds being requested.  If we refer back to the contract / agreement we will see that the financing in question along with the approved deposit amount are present and have been signed off on by the customer.  Please notice in the text provided by the customer that the Design Consultant responded with the word "YOU" in all capital letters to clarify the difference between helping them through the financing process, the signing of the contract and who gave approval for what.  When the contract was signed, the customer still had three full calendar days to cancel the project with a complete refund. 

  After speaking with the customer and the Design Consultant, I believe the real issue centered around which financing plan might be best suited for the customer's project.  The Design Consultant has a voicemail from the customer stating they want a longer term for the loan and that they would be "good to go from there".  We've been working with the customer and the finance company to help them get the plan they prefer and hope that everything will turn out more than satisfactory for everybody involved.  We desire open lines of communication and remain hopeful that this will turn into another beautiful bathroom for yet another happy customer.  This complaint along with some negative comments on social media lead us to believe they still aren't happy and may just want out of the contract all together.  Again, the signed contract clearly states our cancellation policy and we are happy to honor that as well. 
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had EZ bath install a new tub in July 2021. It’s been a year and there are chips in the tub. It has a warranty, but the service department claimed that it did not qualify even though it was not caused by any kind of neglect. I have reached out to speak to a manager three different ways and have gotten no response. This is the latest of several issues related to this project.

  Business response

  09/28/2022

  We at EZ Baths always hold to the greatest quality installation, products, and standards. We have thousands of satisfied customers across South Louisiana including *** ******l after her installtion. Our manufacture, as well as our company stands behind the warranty of every product.

  We are so sorry that *** ******l has problems with her bathtub. Unfortunately, her issue is not a warranty issue and the incident happened 1 year after installation. We sent a description and pictures of the damage and the manufacture of the product stated that this is not a warranty issue. The product did not fail. The damage was a result of something being dropped into the bathtub. We have included for your convenience supporting documentation. 

  
  We have made attempts to reach *** ******l by phone on several occasions and she has not returned our phone calls. We would be glad to recommend two local acrylic repair contractors who would rather easily and inexpensively take care of these two areas in her bathtub. 

  
  We have a Customer Care Support Team, an Administrator, a General Manager, and a Chief Operating Officer who stands ready to help Amy Tindell resolve this issue. Simply call our Customer Care line at (225) 921-9218, Monday through Friday 8 am to 5 pm.
  We wish the best for all of our customers!
  

  Customer response

  09/28/2022

  
  Complaint: 18006719
  
  I am rejecting this response because: EZ Bath has made no attempt to contact me since filing this complaint. They have not called, emailed, texted, or left messages. Also, the only things dropped in the tub were bars of soap and a shampoo bottle. It is not used by the kids. If such minor incidents can cause these chips in the tub, they truly have an inferior product. I did not expect to spend so much money on a tub that is so fragile it can't withstand daily use. 
  
  Sincerely,
  
  *** *******

  Business response

  09/28/2022

  Our Chief Operations Officer spoke with Mrs. ******* today around 3:30 concerning the issues with her tub.  They discussed various notations in our system, talked about the manufacturer’s response to her pictures, and reviewed recommendations for other repair and refinishing companies that might be of service.  He also gave her his personal cell phone number to assist with any other questions she may have in the future.  Mrs. ******* agreed to reach out to the other companies in order to discover more about them and potentially receive an estimate or two.  We’re always happy to help our customers look for positive and effective solutions.  We count it a blessing to serve the people of Louisiana with all their bath and shower needs.  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 10/19/2021 *****, a salesman came out to provide my mom **** and myself with an estimate. We told him we have two bathrooms one that is completely out of order on the 2nd floor and another on the 1st floor. ***** advised us that he wouldn't be able to do anything with the upstairs bathroom but they can take care of the 1st floor bath with no problems. We signed a contract for $9,980 paid a $3000 deposit and was told we will be notified for the install. ****** called and told us they will be here on 11/18 then later said he can move us to 11/16. A few days before our instal because our product's were delayed they won't be able to come out that week and he would call on Friday the 19th to reschedule. He didn't call so I reached out a few times before he finally said we can come Wednesday the 24th. On Tuesday the 23rd at 6am I received a text that they can come out today. **** and ***** started the demo after removing the old shower/tub I was told we needed a plumber to replace the drum trap and that they wouldn't be able to complete the job today no further demo was done. They said ****** wanted them to tie on to the bad pipes and complete the job anyway which would have cost me $10k to have a plumber tunnel under my slab house so I asked them to leave it open so he can access the problems and make repairs. Plumber completed the repair on Monday the 29th. I notified ****** it was done and he told me it may be a few weeks before they can come back out. I reminded him that we only have the 1 bath and that would not work for us. After moving some things around they can come on Wednesday 12/01 to complete the job. They came out removed the sheet rock and found an active leak and needed the plumber. ****** said if we stop the job again it would cost $1500 for them to come out a third time. I asked why wasn't the demo completed the 1st day and we would had seen the leak and would have been addressed sooner. He said the plumber should had searched for it when he came out.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/14) */ Customer called and apologized. Customer had multiple issues with plumbing in the home, in the attic, and under the slab. She is now allowing us to install after hiring someone to come out and redo her plumbing. Customer also said she was dropping the complaint. Please contact me if need be. Consumer Response /* (450, 7, 2021/12/15) */ EZ Bath has reached out and we have come to a mutual agreement for fulfilling the job. After speaking with ****** again I realized this was a major miscommunication that if everything wasn't so overwhelming I probably could have comprehended. They will return before Christmas to complete the job!

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a purchase agreement for a WALK-IN BATH on November 5, 2020. Contract price $14,995.00. It was installed the week of December 14, 2020. The sales consultant ***** ****** filled out the form clearly indicating the outward swinging door color would be WHITE not Biscuit or any other color. However, when the unit arrived 12/14/2020 it contained a non-white door and a base white tub. We were told on delivery day, this was the wrong tub and another tub would be brought in. It too was the wrong color and service staff agreed. Additionally, there were non-matching filler pieces included in the final installation on 12/15/2020. All of which, was not acceptable to me or my wife as we had given the vendor a $2,000.00 deposit and financed the balance of $12,995.00. Contract totaled $14,995. EZ Bath agreed to address all our concerns but insisted the problem was not their's and it was the manufacturer that supplied the wrong door color. After several attempts to resolve this issue by phone and text messages with EZ Baths and the finance company. The owner, ****** ** ******* responded to the finance company on March 17, 2020, in a letter with false claims to address this problem. Mr. ******* has further delayed the resolution of this problem to the extent that we have lost all confidence in his organization to honestly provide a timely solution.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/14) */ At EZ Baths we do all we can to make our customers happy. We want them to have a good experience so that they will recommend us to their neighbors, family, and friends. Mr. ****** clearly ordered the product that he received and was very happy with his installation. (see documentation where Mr. ****** gave us 10 star reviews.) There is a slight color variation between the door and the walk the rest of the walk in tub. This variation is a result of the different materials used in the Walk in Tub manufacturing process. I have enclosed pics of the brochure he received as well as the actual installation of the Walk in Tub. The variation as you can clearly see in the brochure and the actual pics is very slight. It is not as he says a white and a biscuit. Because of this slight variation Mr. ****** is asking us to refund him the entire amount. This is unreasonable. His finance company, Synchorony has agreed with our conclusion (see documentation) that Mr ****** received the exact product featured in the brochure as promised. Attachments emailed to ********

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