ComplaintsforBath Planet of San Antonio

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The salesman came to the house. He talked me out of updating my moms restroom and talked me into remodeling another restroom. He stated one of our other restrooms had more damage than moms restroom. After I found someone else to do my moms restroom (which didnt need a need shower installation). Moms restroom floor was rotten and had more damage than the other restroom in the house. The restroom that was remodeled had a floor that was sturdy. Even though he had a device that detected moisture. The contract I signed did not show when my payments started or my interest rate. He had an electronic contract and said my payment would not start for another six months. I shortly started getting calls from the loan company asking for my payment information. I was confused so they sent me the loan agreement (without my signature). If I had seen this contract, I would not have approved. The interest rate was at *****%. The loan was financed at ****** when the bath planet document reads ******. 1. The totals dont match 2. Thats is an interest rate I would NEVER agree to 3. We agreed the payments would be deferred for six months. I texted the salesman about this contract and was told he no longer works there. When I asked to speak to a supervisor I was told, theres nothing anyone here can do for you, you need to call the loan company. The salesman also agreed to replace the sink faucet because it was an easy fix when I asked about the faucet he said, oh you still didnt get that fixed!

  

  Business response

  07/05/2024

  The customer CL called into the office to ask questions about her contract with Bath Planet and with the loan company LendHi we let CL know that we can answer questions about her contract with Bath Planet and we can do our best to answer questions about the loan company but the best course of action would be to call the loan company directly with any payment related questions as all loan companies are third parties and they retain all customer information considering it is private.

  
  CL was questioning why her loan is $16,000.00 when her contract is $13,645.00 we let her know that this lender approves an amount of credit provided on customers behalf larger than the contract amount in the event something is added during install. If it is not used the payments adjust based off what was requested by Bath Planet and the customers interest rate.  Please see attachments **** 1 & **** 2to see the amounts received by Bath Planet and the amounts that were requested from lender LendHi the amounts add up to $13,645.00. Please see attachment **** contract page 2.

  
  CL stating that she would never agree to the interest rate for this lender LendHi the loan application is done entirely on the customers own device such as smartphone. A link is sent directly to their phone number,and they begin filling in necessary information. They agree to electronic authorizations and communications. Upon filling out all the necessary information on the customers own device an offer is presented immediately, and the customer selects which offers terms make more sense for their financial situation.

  
  CL stating rep promised 6 month deferred payments Bath Planet contracts and the lenders contracts are emailed to the customers upon signing which is displayed on the attachments CL submitted to the BBB both documents are dated 5/8/2024 the customer has 3 days per our contract to cancel. During this time customers can decide if what was received from the loan company aligns with their budgets & conversations with reps. ** we understand people need time to consider options. Outlined in the IMG_0467 attachment, attached by CL, is the payment schedule which outlines that the first payment would begin 6/10/2024 and would be due monthly again if this is something CL felt did not align with what she was promised she had every document and right to cancel the project within the 3 day ROR. Please see attachment **** contractpage 4.

  
  CL called into the office on 6/26/24 to express her frustrations with all the items listed in the complaint we let her know all the information above and she insisted Bath Planet do something about the payment due to the loan company LendHi we apologized and let her know that there unfortunately is not anything we can do on behalf of the customer when it comes to the loan companies our best advice would be to call the loan company directly and see if they are able to defer the payments or place them on hold.

  
  CL brought up the sink faucet during the phone call to the office and we let her know that it was documented by the rep that a free faucet was not promised, it is not on the contract & it is not on the video where the customer verifies all the work we are doing. We informed CL during phone call it is documented that the rep contacted CL during the install and reminded her that we were not installing a sink faucet for free and CL understood.Please see attachments **** 3 & **** 4 

  Customer response

  07/05/2024

  Complaint: 21911290
  
  I am rejecting this response because: I never received the contract until I called the loan office and requested a copy.  As stated before, had I seen this it would have been requested immediately. I didn't have a paper copy mailed to me, nor did I get a copy sent to my email. 
  
  Regards,
  
  ***********************

  

  Business response

  07/18/2024

  We recognize that CL states she did not receive the Lend Hi documents. However, the documents from **** Planet and the lender Lend Hi are both dated 5/8/2024. Please see attachments pdf LH & pdf *** As we originally suggested this would be a complaint to levy with Lend Hi as they are a third party separate from Bath Planet. Lend Hi contact information is ************* she can request that they suspend or defer payments based on her statements of not receiving the documents in a timely manner.
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/7/2014 they put a shower in told us to wait 24hours so on the 6/9/24 my husband is handicap so he got into the shower and the water flowed out of tub onto the floor and flooded then my husband went to stand to get out of the shower and fell they did not put no flip on the floor had to call the fire department to get him out they did nothing to fix it said it needed to be redone 3 weeks my husband hasnt had a showers in two weeks and they would come back

  

  Business response

  06/14/2024

  We still have this account active and open. The job is not complete. Upon finishing the installation of the job on Thursday 5/30 we advised The Lees as we do all our customers to wait ***** hours before using the shower to allow the necessary curing and drying time.

  By Monday 6/3 The Lees had contacted the finance company first before contacting our office to let them know they were experiencing several drainage problems, the floor was too slippery for them and that the husband fell. Our finance company contacted our office and asked us to reach out.

  We reached out to the customer to set up a site visit. We scheduled the site visit with The ***** for Tuesday 6/4 and during our site visit determined that the pan has a faulty pitch which is a 1/1000 manufacturing error. This particular pan does not have a barrier on the front (these pans are used mainly for those in wheelchairs), so it is fabricated slightly pitched so the water drains into the drain and not out onto the floor.  

  Upon our discovery we ruled that the entire shower area we just installed would have to be torn out, we would need to reorder new material and reinstall new material which includes a non-faulty pan. The reorder material is expected to ship out 6/19. In the meantime, to ensure the shower is completely usable until we receive the new material we scheduled on 6/14 to apply a stronger non slip coating and a new water dam which will keep the water from flowing outward. 

  Awaiting receipt of new material - estimated ship date 6/19 - to reinstall and complete this job. Job is still open and on the books. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a remodel of my bathroom due to black mold. Bath planet was hired to do the job. They never tested the mold with proper inspection. They pulled out the shower out in a new one, Ive had mold issues ever since. Nothing theyve done has been correctly done, contractors show up late start the work and dont shoe back up. Ive missed time at work, *** lost vacation time from work not to mentioned its now effecting my credit due to the financing that was done to do the shower.

  

  Business response

  05/06/2024

  We have always been responsive to this customers needs from October *********************************************** question from her each month and dispatched teams for cosmetic fixes all the way up until May 2023. She had zero issues and then proceeded to call us with new mold issues on January 2024 and we have done all we can, we redid an entire bathroom after it was installed the first time, we hired a mold company to run tests on her home to show her there is no mold present nor were the conditions that are existing in her home capable of harboring or growing mold, we were expressly clear with her telling her that the finance company is a separate entity and once they pay us which happened in Jan. 2023 if she chooses not to pay her bill that would only affect her credit. Please advise us if you need any additional information to resolve this complaint. 
  

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