ComplaintsforBathroom Buddy Remodeling, Inc.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bathroom Buddy came to my home on 9/3 and has failed to complete the work. They have not reapplied the blinds which were removed. They have failed to exchange my shower door, as the incorrect shower door was installed. I was given instructions not to use the shower which is inhumane. My ceiling wall is stained from the job. They have already been compensated for this job. I have called the office several times to speak to *** or ****, but the secretary states they will return my calls, and they never do. I want the job completed and to be able to take a shower. I have also not been provided with a receipt for this home improvement.

  Business response

  09/16/2024

  In the purchase agreement/contract it stated clear.  the day we installed the new shower,  *** ****** advise she wants frosted glass, not clear glass.  We ordered the new shower door panels and are waiting for the manufacturer to supply the new glass.  We have set up service to hang a temporary curtain rod so *** ****** has the use of the new shower till we can install the new glass panels.  We will update once we have completed everything.  

  Customer response

  09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The shower head and seat on this job are falling off. 
  I was provided with frosted glass, not the clear glass, not the rainfall glass.
  Also the corners were not sealed.
  The blinds for the window were not replaced.
  This is a incomplete job.
  

  
  

  
  
  
  
  
   
  

  Customer response

  10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The job is messy. Service and experience is poor which is why a complaint was made. There is a lack of communication and professionalism. This company is justifying their actions by saying the job is not complete. I have not been updated regarding when the job will be finished. 

  
  
  
  
   
  

  Business response

  10/21/2024

  We had the job as completely after we swapped out the frosted shower door for rain glass.  We have been trying to contact you to get further details about what still needs to be done.  Please contact the office at ###-###-#### so we can get it all taken care of.  Thank you  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed the contract on April 5, 2024 and they promised us a one day installation. The full contract was for $18,176 and we paid a deposit of $9088. They came on June 18th to install the shower and the basin they had from ******* was not the correct size. They already started to dismantle the bath and they promised to correct and come back with correct size the following week. I have called them on a number of occasions and today when I called (Aug 19th) they said the install date is now delayed until at least September 13. We have an elderly relative who is coming and there is no bathroom for them to use. Very upset and would like them to come and immediately install new shower from Jacuzzi OR repair current shower so it can be used and provide me with a refund of my deposit.

  Business response

  09/04/2024

  Since the complaint was made by the customer, the install was done last monday 8/26 and tuesday 8/27.  We are returning friday sept 6 to install a grab bar and then the project will be completed.  We apologize for the delays.    

  Customer response

  09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 28th, I had bathroom buddy remodeling come for a consultation. We agreed upon a price and date of start. I gave them 1000 deposit with start date of April 1st 2024.We received a call after April 1st, saying it was postponed 2 weeks. No response after that, so we called again and now we are just getting the run around . It's now June 4th we are told nothing, they have no idea. So we keep asking for a refund of our deposit of $1000. We are getting no help and need help.

  Business response

  06/05/2024

  We have been experiencing frustrating delays from the manufacturer, Jacuzzi. They have implemented a new ordering portal and it has not been a smooth transition. We have not been ignoring ***************. We have been feverishly been in contact with jacuzzi about an update. We do not want to frustrate *** ****** and longer and we will refund the deposit. We apologize for not being able to deliver what was promised in a timely fashion. We constantly strive to exceed expectations so its always disappointing to let a customer down. A refund will be processed today and mail immediately. **************, as the owner of this company I truly apologize for this experience. We hope you find a solution to your needs. Be well!! 

  Customer response

  06/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been satisfied.  

  No one ever reached out to me about the refund.  I will keep this open until I receive the refund as stated in the response to BBB.  The comminucation is horrible with this company and to many lies with false promises 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/10/2024

  I just spoke to ***************************.  A check is being mailed today.  A picture of the check was sent tp ******** as well.  Please consider this case closed.  Thank you 

  Customer response

  06/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the end of August, salesman **** came to the house & showed me the pics!! He measured, we told him we wanted the shower all the way to the flat wall - he said had to give him $5000.00 deposit & had 3 days to cancel. Next day I called him to make sure he went to the wall. He said yes. 6 weeks later in October they came to install! Of course it was short. Wrong measurement. They were willing to put another order in but I would have to wait 4-6 weeks again. I had contractors lined up after the bathroom that I could not cancel or postponed. So I told Bathroom Buddy that I couldnt wait the 4- to 6 weeks. They refused to give me the deposit back or even compromise on a refund. I didnt measure wrong they did.

  Business response

  01/05/2024

  Attached you will find, supporting documentation, showing all the details of the items that were selected and signed off by ** and *********************  It details the pan size 30"x60" and custom fabrication of the built-in seat. It was explained to the customers, at the point of sale, that built-in seat shower pans only come in 60" length.  The existing set up had a wall opposite the wet wall with built in shelfs.  The bathroom expert, ****, called me personally from the estimate appointment(aftering send me pics) to question if we would be able to cover those shelves with a wall panel and it was explained that it would be no problem for us to do that.  The morning we arrived, to begin the install, the customer expressed they wanted the wall removed.  This was discussed at the original appointment and they opted for the shower pan with the built-in seat which only comes maximum in a 60" length.  Removing the wall would have made the pan considerably longer which would have taken additional time to produce by the manufacturer.  The order would have also needed an additional wall panel and a seam piece in order to accommodate the larger dimensions.  This was also not included in the agreement signed by the customer.  The customer also ordered a standard size shower door.  If we were providing the larger pan a standard shower door would not have been an option.  It would have had to be a custom order which we do not provide and all our bathroom experts are aware of this.  All custom doors we refer to another company, so ****, the bathroom expert never would have included in our agreement.  All the details explained above make it very clear that removing the wall and ordering a custom pan was not decided.  
  I personally spoke with ******************** the morning the install was attempted and explained to him that cancelling the job, at this point, and receiving a refund was not an option.  I was extremely flexible in the spirit of making the customer happy.  I offer a discount to install the job the way it was ordered and he refused that option.  I also offered to remove the wall, rather than cover it and order the larger custom pan, additional wall panel and seam piece for no additional cost and he again denied the offer. Again, I expressed canceling and getting refunded was not an option and he stated, " if I have to lose the $5,000 it wouldn't be the first time". I vehemently insisted, that we work together to get this resolved and that we do not want to keep his deposit and not deliver the shower he ordered.  I asked him to reconsider, talk to his wife overnight and lets chat again tomorrow. He called the next day and said they wanted to do tile instead of the acrylic walls they ordered through us.  After much back and forth it became very obvious that Mr. and ********************* were looking for a reason to not move forward with the shower system they ordered through us.  After giving them every option to get this resolved with considerable discounts there was nothing more that we could have done. I, one last time, pleaded with ******************** to reconsider and work together to make this right. Disappointingly, he refused.  I asked him again what he was going to do with the shower area and he stated again," we are going to do tile".  I believe that Mr. and ********************* decided that they wanted to do tile and no matter what option I gave them, to make them happy, they were not going to accept it.  
  As an organization, which constantly strive to surpass customer expectations as shown from our online reputation.  This is a very unfortunate situation and genuinely wish things could have gone differently.  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A small very overpriced corner shower was installed by bathroom buddies over a month ago. The shower has two leaks in which water gets on bathroom floor. It sprays out of two sections when shower on. Therefore shower cannot be used. We have complained and were told they would order part and would take two weeks and actually part can be bought in ********** or have it overnighted. After two weeks we find out part never ordered and we had to wait for someone to come to house to check it and now supposed to be another two weeks. I called again and got more or less blown off with more lies. Now its over a month and have gotten no calls that they were coming to fix it.

  Business response

  08/25/2023

  We are actively working on resolving the issue.  We have been waiting on parts to be delivered so we can set a service date with the customer. We have a service date set for Wednesday August 30, 2023 to correct the issue.  I will update here once we take care of it and get customers approval.  

• Initial Complaint

  11/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract for Bathroom remodel costing $14,250.00 I paid $4,250.00 check (cashed by company)A week later, I received a call, it will cost me more than the price agreed upon to start the work. I decided to cancel the contract and get a refund I was told by the contractor to whom I gave the initial payment *********************** that the money is non refundable Please help me

  Business response

  12/12/2022

  This customer has already been refunded for $4250.  The check has been cashed already.  Please follow up with customer to close out this complaint.  Thank you 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 30, ********************************** the amount of $14,930 to furnish and install a new shower enclosure and shower base. We paid a deposit of $4,479 leaving a balance of $10,451 due upon completion. Per the contract the approximate start date was June 30, 2022. After many calls the installers finally showed up on September 1, 2022. The installers informed us that the measurements initially taken were not accurate and that they could not complete the installation. In addition, they also stated that they could make it work but it would be a, and I quote, " Butcher Job" that would require additional tiling which they do not do. We have left numerous messages requesting the return of our deposit of which all have not been returned. One can only reasonably conclude that the company has no intention of returning our deposit.

  Business response

  10/26/2022

  The compliant by the customer is not accurate.  it was left off in Sept that *****, then husband would talk to his wife about the alternative options we have to complete the job to their satifaction.  There were custom materials order for this job that are non-refundable  We were waiting for the customer to get back to us about how they would like to proceed once we gave the options.   This is the first we are hearing that they would like to cancel the project. I will reach out tomorrow and see if I can revisit with the customers to discuss further.  Under no circumstances are we trying to keep their deposit.  I will report back once I have a chance ti speak with them.

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Bathroom Buddy's response in untrue! We have called and left numerous messages which have never been return. Why did the installers show up 4 months after we paid our deposit with the wrong shower base? Why did they say the initial measurements taken by the salesman should have been verified? Why did they say that even if they had the correct shower base we would still need additional tile work which they don't do? We were sold a turnkey project ($15,000) except for the shower glass which would be completed in one day within 6 to 8 weeks which didn't happen. If Bathroom Buddy doesn't return our deposit in one week we will take them to small claims court where I am confident we will watch them get laughed out of court!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/28/2022

  I have spoken with ***** and I am visiting with him this Wednesday. If we can not make the project work I will have a refund check prepared. Thank you 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/23/22 signed contract with *********************** to install a shower in my small downstairs bathroom. The installer came with the unit on 8/1/22 and immediately said it was too big. A few days later **** returned to re-measure the bathroom and later called to say a 36 would fit. He returned two days later to remeasure. It became apparent that there was an issue with the doors not being able to open fully due to being blocked by the toilet (if swung right) or the drop in the ceiling (if swung left) but he said it would work. A couple of days later I called to cancel and wanted to be refunded my $3500. He said I couldnt get a refund. I called ***, manager, who came to the house and said that the unit would be too big and that hed speak to ****. After a few days, I spoke with **** who denied me getting a refund. I decided to text him a pic of a shower with doors that slid back like the one I had. He returned to show me the measurements of a sliding door unit which the shape of the shower would negatively impact my floor tiles. He suggested finding tile close to the wall and floor to put around the shower. Not satisfied with the samples he showed me, he said that we could shop around for something more compatible. The next day I told him I didnt like the idea of different floor tile around the shower, Id prefer a refund; again told no. He said I could pay an addl $1,000 for them to replace my floor because the contract is to install a shower not a floor; no. Want refund. He later said theyd do the floor for free. Now fed up, I said I want my money back. He suggested putting in the same shower; said no and again denied a refund. Called manager *** who said theyll meet on it and that I may have to pay a restocking fee. I said Im not paying for their mistake. No space left. I keep being referred back to **** who refuses to give me a refund. To date, neither manager *** or *** has called me back. I want A REFUND!! This is the jest of what happened; no more space.

  Business response

  10/26/2022

  We have given this customer options to complete the job.  During the initail visit when the customer placed the order she refused to go down stairs where the bathroom was located.  She left the decision up to her tenant.  ****, the sales person explained to the tenant that the size we would be ordering would limit space.  He showed her with the a tape measure where the shower pan would extent out to.  The tenant was ok with the dimensions.  When the installers arrive to install they made the statement that it would be a tight fit.  At that point, the customer denied the install.  We attempted to accomodate the situation by offering a different size but it would affect the existing flooring.  The flooring is not something that we typically give for free because the dimensions were discussed and agreed upon.  We offered to include the flooring at no additional charge for the sake of good business.  She is refusing a sound alternative and beinbg very unreasonable.  The offer still stands to include the flooring for free.  I will contact the customer tomorrow and look for a mutual agreement. I will report back after i make contact with her. Tell us why here...

  Customer response

  11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [YIour Answer Here] I didn't refuse to go downstairs with ****. I told him I was having difficulty going up/down the stairs because my leg was in a lot of pain (side effect of my chemo treatments) and my niece would show him the bathroom; not to make decisions for me. I met with him after he measured the bathroom. I assumed he knew what he was doing. I had no idea that his measurement of installing a 38" shower was entirely too big for my bathroom. He should have known better since this is his profession. The installer took one look at the bathroom and immediately said it was too big. Manager *** came out and also said that a 38" shower was entirely too big. Then began the offering of numerous alternatives that I wasn't in agreement with. Because I wasn't accepting any of the ALTERNATIVES which **** was trying to SHOVE down my ********************** refused to give me my $3500.00 deposit back. I did not and do not have to accept their alternative shower recommendations or to have my bathroom floor replaced...free or not!! Initially they said they'd change my floor for an add'l $2000.00 but when I refused, only then did they say they'd do it for free. After all the back and forth I no longer had confidence in working with this company. I WANT MY DEPOSIT BACK!!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/05/2022

  This customer has been spoken with and a refund check has been issued and mailed. She was very happy that we got this resolved. Please proceed with closing out this complaint. Thank you 

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 24th we contracted with Bathroom Buddy Remodeling in conjunction with ******** *** to perform remodeling in 3 bathrooms in our home. The scope of the work was to include removal and replacement of the flooring and wet wall areas in all three bathrooms with their products, as follows. In the master bath they would replace the entire wet area in the shower and floor. In the hall bath they were to replace the tub as well as the wet wall in that bathroom as well as the floor. However, in the basement bathroom they were to only replace the current wall tiles and flooring. That bathroom has a Walk-in-Tub, which is new, and therefore would not need to be replaced. They would also install vanities, medicine cabinets and other items which we would provide. Upon a conversation I had with one of the representatives on 7/12/2022, I discovered that the wet wall in the basement bathroom was not included in the contract which was discussed in full with the sales representatives at the time the deposit was made. In my conversation on 7/12/2022, It was explained to me that the wall could be added at a later date. While it wasn't mentioned, I'm sure this would include additional money, which we are not willing pay.It is the feeling of both my husband and I that the wall was not included purposefully since the tub in that bathroom was purchased through another company. If that was the case than that should have been expressed to us on the contract date. Furthermore, we believe this company was acting in a deceptive way.

  Business response

  07/13/2022

  I have spoken with the 2 salespeople that were present at the time the contract was written and signed by both husband and wife. Both our salespeople state, that the customer expressed that she did not need any work done in the wet area of the basement bathroom because she had another company installing a walkin tub there.  Furthermore, prior to any customer signing our contract, the salespeople are trained to go over each and every line item to make sure nothing is missed.  In the spirit of good business, we will attempt to find a solution for the customer that makes both parties happy.  A refund is not an option because all the materials have been ordered and are set to be delivery to our facility shortly.  I will be in touch once we have a chance to discuss with the customer.  Let me know if you need anything else.  Thank you 

  Customer response

  07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They both are lying!  My husband and I have 2  witnesses that will dispute what they are lying Both my daughter and her Fianc were here at the time and will swear that we never said to their sales reps that someone else was doing that wall.  Why would we if wet walls is what they do?  What they are saying makes no sense and they covering for each other! .  Furthermore, the contract is written in such a way that while in some areas of the contract the  basement bathroom included most things which led us to believe everything was included in that bathroom also.  It wasnt until I called for a install date that we realized  the wet wall was not included in that bathroom.  We NEVER said that we were having someone else was doing that wall!!  What was said to them was that someone else was installing the tub and the toilet, but we needed someone to do the floors and wall, which they agreed that they would do!  They are clearly try yo do a bait and switch  and we are not tolerating it!!!

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

  Business response

  07/25/2022

  We have since decided to include the additional panels they need in the basement bathroom.  A change order, reflecting this, has been sent to the customer and they are happy.  

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while we have accepted this course of action, do note WE ARE NOT HAPPY with this company and have lost all faith and trust that they will not try to obtain additional funds for the work that was conveniently left off of the contract.  We feel we are being forced into continuing this business relationship with this company, however we will continue to research other options available to us.  
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/3/2021 Amount of $13,143 Bathroom buddy has fail to provide services as promised:1. Made numerous calls and emails regarding the shower entrance way leaking since the installation of the shower 2. As the client I have to be careful on how long I run the shower, as the constant leak has not been remedy and the bathroom is under lifetime warranty 3. The current state is, constant caulking of the corners and still the shower seems to leak from the base to the basement. As a result of their delinquency approach, the basement ceiling is stained and may potentially collapse shortly.4. Bathroom buddy is aware and came out to assess in early February. Then, a manager called about 3 weeks ago with a promise to fix the ceiling and remedy the shower. It's almost one year since the installation of the newly purchase shower, and no one should ever experience poor services.Thank you for your time.

  Business response

  05/02/2022

  This issue has been resolved to the customer s satisfaction. We made a modification to the shower pan and door to correct the water from leaking out.  We then repaired the basement ceiling that was damaged due to the water leaking down.  Please let me know if there is anything else that is needed at this time? Thank you 

   Tell us why here...

  Customer response

  05/02/2022

  Better Business Bureau:
  
   I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I am still not 100% happy with the service they provided. I want to continue to monitor the issue. As I still see visible water after using the shower. I would like a supervisor to come out and assess the work that was done. 

   

  Business response

  05/02/2022

  We have contacted the customer and have made arrangements to meet up again to determine how to get resolve their issue.  Our manager is meeting them the week of 5/16/22-5/20/22 to discuss a solution.  We will update here once we have done that.  Thank you.

  Customer response

  05/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
  
  
  

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