ComplaintsforMaryland Re-Bath

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a relatively new home owner (2019)I contracted with ReBath to replace the tub and surrounding walls in my guest bathroom February, 2023. There was a small leak in my dining room and someone came to put putty around the tub fixture. In March there was a major leak in my dining room that flooded my area rugs, upholstered dining chairs, two laptops on the dining room table, surround sound speaker and chandelier. Repairs were done to stop the squeaking (every time someone taking a shower moved could be heard in the master bedroom and in the dining room). Repair were done from the dining room ceiling, which was several feet wide and across. The repairs included reconstruction and painting of my ceiling. The paint job left a noticeable difference from the connecting living room ceiling, I was assured that after it dried it would match. It never did. I was reimbursed approximately $750 which by no means satisfied the loss. Today, yet again there is a small leak coming through the speaker in my dining room! This is substandard work that has been financed by Lowe's. My $350 ****** bill is paid each month. Meanwhile, all family members must use my master bath. I need the work to be done completely OVER, with excellence from the actual tub and walls and dining room ceiling!

  Business response

  01/05/2024

  This project was originally completed on January 6, 2023. The customer called back with concerns of a leak after someone was taking a bath. She stated that the water came through the ceiling on her main floor and damaged an area rug, ceiling speakers, chairs, and possibly her laptops. We sent a crew out to assess the problem on March 6, 2023. There was an issue with the overflow drain which was corrected at that time. We also scheduled for a drywaller and painter to repair the entire ceiling in the kitchen/dining area. The customer provided us quotes to have the speakers repaired, the area rug cleaned, and the chairs re-upholstered. The customer was unable to provide proof of laptop condition or damage. Re-Bath provided a check to cover all of the invoices that the customer supplied. The customer then called again on December 29th stating that there was a leak in her dining room. We sent a technician out that same day. The technician cut open the ceiling below the bathroom and found no water damage at all. All areas were dry and the drywall showed no signs of water. The technician also checked the drain and overflow of the tub, finding no issues. Re-Bath will schedule for the project manager to assess the project again and determine if there are any remaining issues that would be related to the bathroom remodel.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contract signed 10/28/19 with **** ***** with Re-Bath performing the work. Remodel small bath. took over 3 and 1/2 yrs. They only deal with ***** which their product has many problems in workmanship. The drawers had to be ordered several times due to misalignment. They kept cracking every time they attached the drawer fronts. The bowl had hair line cracks and had to reorder. Bowl came back with wrong bowl. The vanity drawers and door front all misaligned. They could not fix. They ordered another vanity which was different from the one I original ordered. Reordered the bowl again and did not fit the vanity. They installed anyway. The bowl sat 1/2" above the vanity in the front. Installer said he did not look up?? The drawers still not aligned correctly. So, they ordered the vanity and bowl together. The drawers and door still not aligned correctly. Then a different vanity is selected. this time a 1 yr. employee installed plumbing incorrectly. The p trap brushes against the bottom drawer when opened and the pipe and trap all move.. This will cause issues later. They won't correct stating if it leaks give us a call. There is spackling/painting not completed. The calking is sloppy spreading on the painted wall. They said they are done with this. After that call is when I saw the problem with plumbing. The other unfinished work and repair and door/drawer alignment and the calking they are writing off the balance. They have a 1 yr warranty on the work and should address the plumbing installed incorrectly. The plumbing needs to be corrected.

  Business response

  05/25/2023

  The customer signed an initial agreement with Rebath in October 2019. The original installation was complete in January 2020. During the original installation, the General Manager was on site for every day of the 4 day project because we understood the level of attention that the customer was going to require and we wanted to ensure that the project received that level of attention. During the project, the customer complained that demolition in the bathroom had resulted in damage of one of her bedroom walls. We proceeded to hire an exceptional painter to repair her bedroom wall, paint the entire bedroom, and her hallway, free of charge. Upon completion of the remodel, we agreed for the customer to withhold $500 from the balance due because of a concern with the vanity drawer faces and a GFCI outlet cover. Since January 2020, Rebath has ordered 5 replacement items from the vanity manufacturer in an effort to satisfy the customers concern. We have attached a copy of each of those invoices to show that we have ordered vanity drawer faces, replacements drawers, as well as 2 entire new vanity cabinets and vanity tops to please the customers concern of a very minimally off-level drawer. We have completed 6 service calls for this customer, each time resulting in new requests after completion. Every one of our technicians have completed a service call at the customers house, all of which have experience in the field (and including 2 technicians which have been with our company for over 15 years). The last service call was complete in May 2023 and we have attached a copy of the service ticket where the customer signed off in agreement that the new vanity cabinet and vanity top were up to her standards. We did not make any effort at that time to collect the remaining $500 balance that the customer originally withheld. The day after completing that service call, the customer sent Rebath 4 different emails with new concerns and called the General Manager on his personal number (which she has utilized many times as it was always our effort to help and be available for the customer). In an effort to resolve any legitimate problems within the bathroom, we request that the customer submit photos/videos/documentation displaying the new issue because it is our understanding that this is now the customer's opinion of a potential future problem, not a current issue.

  Customer response

  05/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not sign off on anything with last visit 5/19/23 that the plumbing was satisfactory, it wasn't. I sent this email below for my response to Courtney and Matt S**** today 5/31/2023.

  The plumbing needs correcting. The p trap is brushing against the bottom drawer when it is opened and the plumbing trap and pipes all move. This should not be 
  You said "'All approvals have been signed off by the customer during each visit with their satisfaction. I did not sign anything on this last visit 5/19/2023.Davon seem to be in a hurry. My call to you was my documentation.
  I did advise you of my concerns on our phone call on 5/22/23 We found this out while we were cleaning the debris that was left from the installer. The trap and pipes are rubbed and move by the bottom drawer when opened. That was the only concern with this plumbing. You said there is a 1yr warranty on the work.
  On your business reply you said" we will return to the customers home to determine If there are any further issues with the vanity plumbing. If there is an issue, Rebath will make the corrections necessary during that service call. 
  Please schedule a date for the correction so there is room for bottom drawer to open freely without interfering with the plumbing. 

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

  Business response

  06/02/2023

  Rebath has spoken with the customer and is scheduled to return to the customers home to address their concerns with the vanity plumbing on June 9th, 2023. 

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