ComplaintsforThe Bath Remodeling Center, LLC

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 24th, I had Portofino Tile come to my home to take measurements for a proposed bathroom remodel. During the scheduling of this appointment, ****** (assistant) mentioned to me verbally that they require customers spend more than $25k on the remodel to take the appointment and that if I missed that appointment I would owe her money. This was not an issue, we scheduled the time. She visited my home on the 24th and at that time had me sign a piece of paper due to the business model stating I would pay money if I missed the initial appointment, and the subsequent selection appointment. ($500 and $1000). They rescheduled the initial appointment on me last minute, but I did make the reschedule (even with a Covid diagnoses as I didn't want to lose my money). I was told as long as I made that appointment, I wouldn't owe. At this 30 minute appointment, *** gave me terrible plans and said it would be $40k, then proceeded to push me into booking another appointment with him on the spot. He didn't articulate this was the second appointment, he didn't emphasize that I had 24 hours to change my mind, he simply booked it on his cell phone in front of me. I knew I wasn't moving forward but I was so uncomfortable during the meeting I just wanted out. So I followed up quickly via email to let him know we wouldn't be moving forward. He said 'ok, I'll just charge you $500'. Which was a total shock to me, as it wasn't made clear to me that this was something I had committed to. There was no confirmation of the appointment, no reminder of the contract, nothing.

  

  Business response

  08/01/2022

  All lies. Typical when customer changes their mind and wants to ignore their design agreement they signed. Customer rescheduled her showroom appointment several times. This is usually a warning signal that the customer won't honor their agreement. 

  When customer came to the showroom, she was quite pleased with the presentation in AUTOCAD and in 3D. It was not something whipped together for her. There were hours spent on the presentation. She was pleased and set her selection day and contract day appointment to make selections and sign a contract. I am no rookie. I do 2.25-2.5 million in bath remodeling sales with few issues. This is not a complaint of any lack of services. I did my job. 

  This is a simple breach of contract, read the document she provided, it clearly explains her obligations and it is initialed and signed. Couldn't be more clear. This is an attempt to harass and libel my good name. 

  She was offered a 50% discount to pay by 8/2/22 by 4pm after that the offer is rescinded and I shall fille a small claims court action to recover from this customer who thinks her threats and actions will intimidate me, much to the contrary, it furthers my resolve to collect what she owes me. My company did what we agreed to, she is just trying to throw up smoke screens and unsubstantiated allegations. A magistrate shall sort this matter out, it has nothing to do with my being and unfair or poor businessman. In fact, I am under no legal obligation to give 24 hours to reconsider, I do that in good faith. I even offered her a discount. 

  Simple breach of contract issue. Read the agreement she signed. She is just trying to wiggle out of paying her debt.

  Customer response

  08/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: At no point was it made clear to me that during the initial consultation in the studio that I would be held responsible to pay $1000. As you can see the document states 'if you choose to proceed with the Selection and contract appointment to finalize a contract with us...' , The owner simply grabbed his cell phone and told me what the next step would be - to which I responded I need my husband to be present. He did not confirm this appointment with me, there was no email, and absolutely NO comment about having 24 hours to change my mind. I simply left the appointment with no intention of continuing the services.  I felt my obligation had been met having sat through the 30 minute presentation  (which was rescheduled by the business the first time last minute, then I asked for a reschedule due to COVID (once) and (as noted) they did not give me an option to reschedule a second time after still testing positive. 

  His design work as he can attest when he pulled it up was incorrect - I stated I wanted grey, the entire design was brown so our initial appointment was spent looking at him changing the color in his app.  Just to point to the quality of service I received in the initial appointment.  I left completely uncomfortable.

  I sent an email as quickly as possible to follow up to inform this owner we would not be proceeding, thanked him for his services and let him know that if we felt we were in a position to move ahead in the future I would reach out and confirm.  The response was a single sentence that he would 'give me a break' on the charge, which again was a complete surprise and I feel this (at best) is a horrible way to con people out of money. Surely there was no design work done between that first appointment, and his request to meet a second time - so there is no clarity on what exactly is worth $1000 and what exactly did I (as the consumer) gain from this in terms of good and services?  I walked away with absolutely nothing but a terrible impression.

  If I had taken the time to do my due diligence, I could have seen that I'm not the only consumer that has been victim of this business - its made very clear on **** reviews.

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

  

  Business response

  08/02/2022

  This is a simple breach of contract issue. She just doesn't want to pay. She signed the design agreement, admitted she had set the appointment promptly, but not according to the terms of her agreement. In good faith I offered her a discount to 500.00 and then today if she pays by the close of business 8/5 350.00. That's it. I have done nothing wrong, this customer (a *****) feels she can stamp her feet throw issues up that are irrelevant and get her way. Monday 8/8 if she hasn't paid I shall file in small claims court for the $1000.00. This is not a BBB matter it is a civil legal matter of non-payment. A magistrate shall decide.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩