Complaints

This profile includes complaints for Baths R Us's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Baths R Us

  3985 Medina Rd Ste 260 Medina, OH 44256-5968

  
• 

  Bath-R-Us, LLC.

  4770 Interstate Drive Cincinnati, OH 45246

  
• 

  BathRUs LLC

  3700 Parkway Ln Ste O Hilliard, OH 43026-1239

  
• 

  BathRUs LLC

  3700 Parkway Ln Ste O Hilliard, OH 43026-1239

  
• 

  Bath R US

  25671 Fort Meigs Rd Ste H Perrysburg, OH 43551-1191

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with baths r us based out of ***********. It was a 5 day contract for bathroom upgrade. Its day 35 and its still not complete. They damaged our dinning room ceiling when they hooked up water connections incorrectly. They are not living up to said contact had to redue work because of unprofessional install and are now not taking me seriously as i requested a partial refund. Im getting the run around and we paid ***** in full. Please help

  

  Business Response

  Date: 04/08/2025

  Thank you for reaching out! We want to assure you that we have been in communication with the homeowner regarding their concerns and have made efforts to address them. While we aim for every installation to go smoothly, occasional issues can arise, and in such cases, we stand by our warranties.

  
  We visited the customer's home and created a punch list detailing their concerns and the items we will resolve. We have placed an order for the necessary products. Regarding the ceiling, we have offered to cover the repair costs.

  
  At this time, the customer is requesting compensation equal to 50% of the total cost, in addition to wanting us to complete the punch list. We have informed the homeowner that we will honor our warranties, complete the punch list, and reimburse them for the ceiling repair. We, however, would not be providing compensation. 

  We are prepared to carry out the services once the products arrive.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a shower from bath r us. From the moment it went in, we had multiple issues. They had to remeasure and reinstall doors because they didn't fit. By the time our shower was actually complete (not to my liking, but working), it was June of 2023. Fast forward to now, I have emailed several times asking for the caulk to be replaced because it has yellowed, cracked, and has gotten black spots in it. I spoke with a rep that said she would send my concern to a manager and they would call me. That manager has yet to contact me back. When I emailed again, the rep told me they only have a 2 year warranty on the craftsmanship and and she would send me a bottle of caulk. Not only have I not received a call from the manager, I never got caulk. Not to mention, from the time my shower was completed and functioning, it hasn't been 2 years. I should still be under warranty. When the shower was sold to us, we were told it was a lifetime warranty. They failed to mention, that was only for the parts. It's also been published in the **** newspaper that the owner says there is a 10 year warranty on the craftsmanship. The shower hasn't been to the point we were expecting from the beginning, however, I would expect the caulk they promoted as being so strong, to have held up for more than a year. Also, I told the rep that the door now squeaks every time it is open and closed because it wasn't installed correctly. It was installed crooked and took this long to start making noise. She offered to give me the number to the door manufacturer. The problem isn't the door, it's the install. I am looking to have a finished product that was promised and paid for. Not something that I have lived with but now has gotten worse.

  

  Business Response

  Date: 03/31/2025

  Thank you for reaching out! The customer was installed in 2021, and their product is still under warranty. For the caulking concern, we can provide two tubs of caulk along with a spray for application. If the customer prefers a visit from our team, we do offer that service for a standard service charge. We informed the homeowner of these options, but she declined. She also requested to speak with a manager, and our records show that we attempted to contact her on February 6th.

  
  To ensure customer satisfaction, we have scheduled a service to address the concerns regarding the shower door.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint taken over phone by BBB representative BA Consumer had a functional bathroom that needed remodeling. The business started work on 12/13/2024 and were supposed to be finished by 12/15/2024. Business was supposed to tear down a few walls and put in a new tub and surround, toilet, vanity, and sink. They did not finish the work. The business was to return on 1/8/25 to fix the curtain rod and do some damage repair but did not show up. The vanity and sink were unfinished. The contract called for an American Standard toilet but that brand was not installed. Consumer had to hire another company to finish the job. Consumer had to pay in full ($16,000) before the company would begin work. All the plumbing work they did leaked. Consumer had to hire a plumber to fix it, which cost another 1155.00. The business left a phone message on 1/6/25 that they would refund $500.

  

  Business Response

  Date: 01/08/2025

  Thank you for reaching out! We have made every effort to address the customer's concerns and ensure their satisfaction with the installation. We were scheduled to provide services at their home and communicated that we would arrive sometime in the morning. At 9:00 AM, the customer sent us a text inquiring about our arrival. We responded, confirming that we were scheduled to arrive between 10:00 AM and 12:00 PM, with an estimated time of arrival at 11:00 AM. Although we saw that the message was read, the customer did not reply. When we arrived at the home, no one answered the door. We are still willing to complete the services as discussed but will not be providing any compensation beyond the $500 for the vanity, which the customer requested we not finish since he would like to paint.

  Customer Answer

  Date: 01/13/2025

  Consumer stated they called and stated they would be on vacation for two weeks and was scheduled to return after that. The consumer agreed. He was told the business would be there early. Was not early and did not contact until later and said was to be there at 10 or noon. Showed up at 11:35 or later. Had fallen asleep because they were awaiting them early in the morning. Business was aware consumer is disabled and on medications. Once sleep they were unable to answer the door. Consumer paid another company to come out and redo everything including the vanity. $500.00 is not acceptable. Zoning commission also stated the business also did not have permits. Consumer has pictures, recordings and all of the plumbing leaked the next day. The consumer had to get another plumber to redo it. The business took the money and ran. Wanted all of the money upfront. Business did not complete the work and what was started had to be redone and was not worth 16,000.00. The business spent 4/5 hours and left. Business stated they install American standard, wrote it on the contract, but the product they installed was not and was something else. When the guy came the first time following the job, he saw that everything was not completed and still needed done. Wrote down that the consumer was not happy and the things that needed done. Consumer has a copy of this on their phone. Consumer signed this document which says wanted $6,000.00. 
  
  
  

  

  Business Response

  Date: 01/13/2025

  Thank you for reaching out! We would like to clarify that the accusation of taking their money and vanishing is entirely baseless, and the claim that we exploited someone with a disability is completely outrageous. Attached are before and after photos of the completed job for your reference.

  The customer experienced a minor leak, and since it was the weekend, they opted to have another company address it. We have already reimbursed the customer for that repair.

  During the initial installation, the customer requested that we hold off on installing the vanity due to ongoing mudding and painting that he needed to complete, which were not part of our contracted work. We left the necessary materials at the customer's home and indicated that we would return to install the vanity once they informed us they completed their work. Subsequently, the customer informed us that they did not want us to proceed with the installation of the vanity. We offered a credit of $500.00 for the labor associated with that portion of the contract. 

  
  Throughout the process, we maintained consistent communication with the homeowner, keeping them informed about our service schedule, exchanging texts on the day of service, and arriving at their home as planned (reference previous text communication). The job has been completed, and there was never any intention to take the customer's money without providing the agreed-upon services. Please see the attached job completion form signed by the homeowner for verification.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Baths R Us was nothing short of a nightmare. The construction crew was given three days to finish the job, and clearly, that wasn’t enough time. They shouldn’t promise quick turnarounds if they can’t do the job right. By the third day, there was still work left undone and they started arguing with us about it rather than finishing it willingly. This wouldnt have been an issue if they would've come back the next day but they refused to do that either. To make matters worse, they left garbage and sharp objects all over our driveway and even threw the old plumbing into our recycling bin. The quality of the work was absolutely subpar. The new flooring was cut incorrectly, leaving large, visible gaps that looked unprofessional and unfinished. The vanity wasn’t installed flush against the wall, and the remnants from the original vanity weren’t cleaned up. The wall trims were uneven and crooked, and the caulking was sloppy at best—none of it was done to the standard I expected. The most baffling mistake was that they installed the shower door backwards. The shower was actually the only part that seemed decent, but even that suffers from such a ridiculous issue. To make things worse, several things we specifically asked for were completely left out. For example, we were told the old flooring would be completely removed before the new one was installed. This was verbally confirmed by the team, so we assumed it would be part of the job. However, the flooring wasn’t mentioned at all in the contract, neither confirming or denying its removal, which they used as an excuse to avoid doing it. We’ve tried to resolve these issues multiple times, but Baths R Us has only offered "cosmetic" fixes—basically just band-aid solutions.

  

  Business Response

  Date: 12/23/2024

  Thank you for reaching out! Unfortuantly we are unable to locate a contract for this individual in our system by the name, phone number, and zipcode provided for this complaint. 

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our enclosure installed in 2022. The overall work was great and initially looked very good. We even did a commercial recommending BathR Us. But about 9 mos. after install the caulking starting discoloring and were told that wasjust the color shift after time. However, in the last year the caulk color has gotten worse to the point where it looks like it is yellowing. We used the cleaning materials requested and used them sparingly and wipe off the walls after each shower. When I called today, they told me the charge to recaulk would be a service charge of $250. I don't feel I should have to recaulk after 2 years because the caulk they used is yellowing

  

  Business Response

  Date: 09/25/2024

  Thank you for reaching out! The customer was actually installed in September 2020 (please see attached contract). We offer a three – year workmanship warranty and a lifetime product warranty. Since this customer reached out past their workmanship warranty of three years, there is a service charge of $250.00 for us to service the project or we offered to send the customer free of charge the caulk which is covered under their lifetime warranty. We also explained to the customer, that often yellowing of caulk can be caused by excessive humidity in the air and offered to discuss if that was the reason and if so offer some solutions.
  
  We stand behind our warranties and remain willing to service the customer, but since the installation was completed (4) years ago there is a service fee. For those customers who which to not pay the service fee, we will send the product to the customer free of charge.
  
  Thank you!

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction 6/28/2024 Supposed Finish 9/3/2024 We contacted this company because I found mold growing in a corner between my vanity and shower. ***** *. came out and said "We will take care of that". We had already torn out the walls of the corner shower and the mold was evident on the drywall behind the shower. We were told that the construction would take place 4-6 weeks because it was a "rush job". The painters who were there painting can confirm as they overheard the coversation. After thinking it over _ I wanted my shower sooner - I called to cancel on Monday 7/28/2024. **** whoever he is - said sorry we've already ordered everything - this was three days after - have it on my phone for proof. *****, the salesperson, told us the mold would be taken care of and shower installed perfectly, the crew would clean up and the bathroom would be done. TEN weeks later 2 very young men show up. Worked tearing out the rest of the shower & drywall. Reported no mold on studs. Mind you, we had to purchase our new vanity, sink and faucet which ***** said they would install. They finished the first day at 3:30 and said we will be here tomorrow at 8:30 . They rolled in around 10:00! When they "finished" they wanted me to sign stating everything was done correctly. I put an addendum that I wouldn't know until i used the shower. - The shower is off 3 inches from the center, there was a pile of drywall dust left and THE ORIGINAL MOLD SPOT IS STILL THERE! I called ** *. and told him and he stated- this is out of our realm we are not responsible'! THAT WAS THE WHOLE REASON WE HAD THIS DONE. Now I have a $12k+ glass box and mold in the original space 10 weeks without and shower and the one I have is jacked up! THIS IS THE WORST COMPANY EVER!

  

  Business Response

  Date: 09/23/2024

  Thank your reaching out!
  
  The customer hired us to replace her shower and also install a vanity that they purchased (see attached). As per terms the customer had the right to cancel within 3 days of recession. If the customer wished to cancel during that time, by law they are allowed to cancel (see attached signed right to recession form). The customer did ask us to rush the project in which we did. Per our timelines we are 12-14 weeks and we installed it within 10 weeks. See attached signed timline form detailing the installation timeline. 
  
  We installed the project per the contract. We addressed and sprayed for the mold in their shower area. We also installed the customer supplied vanity. Per the contract we were not contracted to remove and replace any drywall outside of the shower area. The area the customer is referring to is on the drywall outside of the shower area (see attached photo).  We have contracts in place to protect both the homeowner and the contractor. The contract details exactly what work will be performed and in this situation, we were not contracted to complete any drywall work outside of the shower area, 

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:  THE WHOLE REASON WE GOT THE SHOWER WAS BECAUSE OF THE MOLD SPOT!  What is your excuse for the shower head being 3 inches off and the mess left under the toilet!!!!  And the LIES!  I told you when I called to cancel we were AT THE HOSPITAL WITH MY FATHER IN LAW WHO HAD A STROKE THE DAY AFTER WE SIGNED!  LIES! LIES! LIES!
  
  
  

  

  Business Response

  Date: 09/23/2024

  We were never contracted to address any mold concerns outside of the shower area. We were contracted to replace the shower and install a customer provided vanity. There is no mention of mold on the contract and there is no mention of removing and replacing drywall in any areas outside of the shower area. We have contracts in place to protect both the homeowner and the contractor and we installed the job per the contract. We can assure there are no lies and all we can go on are the facts which is provided on the contract.
  
  As far as the shower head being off 3” we installed the shower head in the same location as it was located before. Please see before and after photos.
  
  We try our best to clean-up after the installation, but it is a jobsite and there can be some dust residue after installation.

  Customer Answer

  Date: 09/24/2024

  [[BBB transcription via email; see attachment for complete details]]

   

  First, YOUR COMPANY sent one of your techs/employees to sprayFOR MOLD!

   

  Second, why would a "professional " company install a vanity KNOWING there was mold on that wall?!

   

  Third a "professional " company would NOT install a shower head 3 inches off and leave it! 

   

  Fourth we had painters here who heard the conversation of taking care of the mold and the 4-6 weeks timeline!

   

  Your salesman ***** blatantly lied to us and you are backing him up!

   

  You have skirted around every issue I have posted. 

   

  This is the WORST AND MOST UNPROFESSIONAL COMPANY EVER!

  
  

  
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Bath R Us come out and do our shower in 2022. Things seemed all right, but about 6 months or so later, the shower base started to squeak. I contacted the company and it's been a never-ending back and forth of them telling us they'll do one thing, the guys coming out and trying to do something else (or nothing at all). This has been going on for two years now and still hasn't been resolved. At first they thought they could fix the squeaking by injecting foam into the base. They tried this two times from two different angles, opening the drywall to do so. They wanted to take apart part of the ceiling undernearth the bathroom, even though the previous two times had no effect, so I told them no. After several months back and forth and a partial base removal with more foam sprayed underneath the base, I was increasingly fed up and so I called the coordinator Sydney. I told her either the shower needs to be replaced or there should be a refund. She told me that they could replace the base without affecting the shower. I was skeptical of this and even wrote to ask "Can a new base be installed without reinstalling everything else with it" to which I received the reply of "Yes!" The guy doing the actual labor, ******, comes over and tells me this solution is impossible. Not only that, he tells me he can't make the base squeak. He tells me he wrote this in his notes, so I lead him in to the bathroom, and demonstrate that the base still squeaks. He still wrote up that the base squeaks and that I was apparently "jumping on it" to even make it squeak. He suggested I contact **** on Tuesday, which I did. **** returned my call and tells me there hasn't been any discussion of replacing the shower. It's very frustrating to have to coordinate communication between three people who work at the same company as the customer. Sydney tells me the base can be replaced, ****** tells me it can't, **** doesn't seem to know what anyone is telling me.

  

  Business Response

  Date: 09/09/2024

  Thank you for reaching out! The customer was installed back in 6/10/2022.  In May 2023 the customer called in and stated that his shower was squeaking. We contact the manufacturer of the shower base and they informed us to add additional spray foam to the underneath of the base. We went out to service the customer and added additional spray foam. At that time, the customer stated the squeaking had stopped.  March 2024 we then heard from the customer that it was squeaking again. We went out and put additional spray foam underneath the base in accordance with the manufacture recommendation. A few months later the customer called back in and we sent out service technician again. The service technician stated that the base was not squeaking and did not need to be replaced. We offered to send our Production Manager out to assess the situation to determine if it needs to be replaced, but the customer declined unless we were to give him a full refund.
  
  We remain willing to send our Production Manager out  to review the concerns with the customer.

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:
  
  Just got off the phone with **** from Bath R Us who said they wouldn’t do the repair work unless I removed my 1 star Google review. I told him I wouldn’t do that before they do the work, so I rejected this conditional offer.

   I don’t have confidence they’d be able to correctly install a new shower anyway.

   

  

  Business Response

  Date: 09/09/2024

  We remain willing to come out and review the project as mentioned in the previous response. Our service techincan could not hear any squeaking when he was out there for the previous service. 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I can rate this company a 0 stars I would. I recently got a new shower/bath remodel in June. It was absolutely AWFUL. Where do I even begin?? -installer drove through neighbors yard -left sharpie on the walls -plaster on ceiling is missing, just exposed drywall from tear out -missing caulk beads -corners not sealed/gaps -scratch in wall from pocket knife. When I asked the installer told me that it was due to him opening the plastic -left open drywall where access panel would be -left trash bag(s) in hallway from demo/clean up and never took it out I contacted the company about my concerns, they came out next day to “inspect” the installation. ****, the production manager stated how sorry he was and this is unacceptable if Bath R Us and offered to redo the bathroom. 5 weeks later my materials came in on a Tuesday, I was emailed on Thursday that my materials were in. I contacted the company again about my concerns. **** contacted me leaving a voicemail stating “we will talk about compensation after the second remodel” when reaching back out, informed him of my frustration and unprofessional of the company he kept stating “I’ll see what I can do for a compensation” New installer came back out fixed the walls, now I have no water pressure. This is now 10 WEEKS of a small shower remodel, that was supposed to be 2 days. It is not worth $11,500.

  

  Business Response

  Date: 08/07/2024

  Thank you for reaching out! While there were some hiccups in the initial installation, we sent another team member out to correct and address of the concerns Ms. ****** had. We finished her installation on Friday and received a call on Sunday about her water pressure. We had an installation team member out the very next day and got that quickly resolved for her. While we wish every project goes smoothly unfortunately hiccups can occur on a job site and we work to quickly remedy the concerns. In addition, we offered to make the customers first payment to the finance company since there was a delay in her original installation. At this time her project is completed and her concerns with the orginal installation have been addressed.

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because of several different factors. I understand we are human and do make “hiccups” unfortunately, I ran into 3 different “hiccups” along the way and still unpleased with the experience. I have been beyond patient with Bath R Us. I decided to contact BBB due to Bath R Us not holding up to the contract, professionalism and standards.
  According to the contract, the installment should take 1-2 days to complete. This had been an ongoing process Since June 6th to August 5th and still not satisfied with my experience.
  Our first installation began on Thursday June 6th to the June 17th . The first installer reported “I will fix my mistakes but will be back in a few days” June 8th installer called to let me know his boss will be coming out this week to check the progress. I did not hear from anyone for several days. I agreed to the installer to return trusting him to fix to my standards. Unfortunately, I did not hear from the installer again, that is when I contacted Bath R Us.
  On June 24th I contacted Bath R Us to discuss my concerns. **** came out the next day June 25th, check the installment. **** reported “I am speechless and this is not Bath R US and we will get it fixed we want you to love your shower” “we will have the payments frozen until this is complete to your standards.”
  July 25th I received an email from **** “All the materials showed up Tuesday we will be there next week” I contacted the company to discuss installment dates, scheduled for August 1st and 2nd. I requested for **** to contact me to discuss compensation and payments still not being stopped until installment is completed. **** reported that “payments are out of my control” It is frustrating when you are told payments will be stopped until it is completed and payments came out of my bank account. I did receive the first payment via mail as a check.
  **** returned my call 4 days later, July 29th, **** left me a voicemail stating “we will talk about compensation when this is completed on Friday.” I did not hear from anyone at all on Friday or Saturday to check in after the installment.  
  The 2nd installment included redoing the plumbing and fixing the walls. The installer informed me to not use the shower for at least 24 hours. I agreed, Saturday evening when attempting to take a shower, I had no water pressure. Sunday morning, I contacted Bath R Us via phone and email of my concerns of no water pressure. **** retuned my call and stated “the filter is probably clogged even though the installer checked it before he left”
  Monday August 5th, I contacted BBB to address my concerns.
  August 5th, I received an email stating “I have an installer and can have him out around 5pm today please let me know and we will go from there” I contacted Bath R US to let them know I received the email and agreed for an installer to fix the water pressure. Installer replaced the shower head. During the replacement, installer dropped the shower head and/or something else, on the handle leaving a dent/scratch. Installer reported the accident and that he “covered it up with some paint” and not to use the shower for at least six hours. From Thursday to Monday at midnight, unable to use the shower to the extent we wanted, due to lack of water pressure and dry time.
  Monday evening I emailed Bath R Us to address another concern of mine. **** replied with the email saying they will get it “resolved”. I offered **** to contact me that evening due to my frustration and 3 “hiccups” being unacceptable. I was on the phone with **** for 28 minutes repeating myself, and **** telling me mistakes happen “you just got the short end of the stick unfortunately 3 times” and stating how sorry he is. **** reported “we are not going to discuss compensation anymore because of contacting BBB and doing a negative ****** review and leaving a bad taste in Bath R Us mouth and mine for putting my name out there” According to the contract I signed in April, I was to leave a ****** review. **** reported “I lied” in the ****** review, if reviewing my ****** review on Monday August 5th, I also included photos to go along with my review of the company.
  

  

  Business Response

  Date: 08/08/2024

  As mentioned, we sent a team out to addrees the customer installation concerns and completed those items (see attached signed service form). In addition, because their was a delay in the completion of the project we paid to the customers first payment to the financing company. 

  Customer Answer

  Date: 08/13/2024

  I am rejecting the business response because Bath R Us is only addressing the concern of the water pressure and not the first installment as well as the entire process. According to Bath R US website home pageTop ****** Bathroom Remodeling - ***** ******** (************) Bath R US did not meet their standards. Below are quotes from the Bath R US websites that got our attention to decide on this bathroom remodeling company out of all the ones in the ****** area.
  “At Bath R Us, we understand that at first we are nothing more than strangers in your home. During our hiring process, we make sure we hire only people that are experienced and that we would trust to do work in our own home.”
  “Since we hire experienced bath experts, we get the job done right the first time. We know you don’t want crew after crew coming into your home because of mistakes.”
  “Trustworthy: our crew of bathroom remodeling professionals delivers precisely what we say we will
  “Dependable: We complete your bathroom remodeling project early and for the established budget or less
  “Highly experienced: All things considered, you can count on us to do your bathroom remodeling project in a timely and professional manner. Our team of experienced bathroom remodelers will put a smile on your face”
  Maximum integrity: we are 100% committed to offering you bathroom remodeling services that match your goals, at the most competitive price possible
  Bath R US did not pay the first payment to financing company. The payment came out of my bank account. When we addressed the concerns to the project manager, **** because the second installment was not yet started. **** stated “I will reach out to our financial department I do not handle any of that” we reminded **** that in June, he told me that payments will not began until I am satisfied with the installment. When we called Bath R Us to follow up, we did not receive a response from anyone at Bath R US. We did receive a check of the first payment via mail.
  Bath R US “paying” first payment of the delay of 10 week project is unacceptable with the amount of “hiccups” during this process. That is $7 a week. This is highly inconvenient when our home only has one shower. Having to drive to my parent’s house 30 minutes away to shower due to our shower being unusable for approximately 3 weeks of this 10 week process.
  Friday August 2nd, the installer stated that the project manager would call me to “check in” about the installment. We never heard from him until Sunday August 4th when addressing the water pressure concern. ****, kept apologizing for these (three) “hiccups” but sorry does not change all of the inconveniences we have been through. We are “content” with where we have finally gotten to in the shower, but we are not content at all with the elongated process in which we have been through in order to get there. A one and a half day project reached 10 weeks, which we feel is unacceptable. We decided to be “content” with how the shower look due to the three “hiccups” we no longer want Bath R Us to “fix” the “hiccups.”
  In closing, What we feel would be fair compensation for all of the trouble and time wasted is minimum of 25% of the $11,848.57 which equates to $2,962.14. The salesman who came out in April informed us that the $11,500 includes interest rates. Looking at the contract we have signed, the amount posted was $11,500.00 and the amount financed was $11,848.57. 
  
  
  

  

  Business Response

  Date: 08/14/2024

  As previously mentioned, we have the completed the project per the contract. We stand by our warranty and have addressed and fixed the service concerns that the customer has allowed us to.  At this time, the customer appears to be looking for additional compensation as the service concerns have been addressed. We offered and did make the customers first finance payment as compensation. We will continue to stand by the warranty and should the customer have a service that is within the scope of their warranty we will certainly service them.

  Customer Answer

  Date: 08/15/2024

  I am rejecting this response because as previously mentioned several times, I was told “after your installment is complete we will take about compensations.” Paying for the first payment was only done due to the installment was NOT complete. Telling a paying customer that you “will be here for the second installment” “I feel awful this is not Bath R US” “I will do everything to make you love your shower” The project manager not showing up before, during or after the installation. Three hiccups from a company is still unacceptable. Bath R US can send me a new handle for the scratch but I will not allow them in my home due to the “hiccups” that have cause a large amount of stress and inconvenience. 
  As the previous response from Bath R US not addressing the contract amount we signed. I would appreciate if someone from Bath R US be in contact with due to the financial company telling me that Bath R US needs to be involved with the price difference on the contract and on their ends. 
  
  
  

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Bath R Us to replace a tub and shower to a walk-in shower. We agreed on a price of $9800, the job was scheduled for May 9th and 10th. The crew that came out broke my toilet and damaged tile on the floor, the toilet was replaced. When I contacted the company I was first contacted by a Ms. ******** via email who asked me to send pictures of the damage. I sent pictures of the damage and a Mr. ****** responded by email and stated that they were not responsible for the tile damage and that I signed a document stating so. Mr. ****** also responded with a picture of an area stating that the damage was already there. I responded by email stating that the picture that he sent did not explain all of the damage. I quickly realized that the company had no intention of dealing with me in a fair manner and I decided to take next steps.

  

  Business Response

  Date: 05/28/2024

  [[BBB transcription via email, see attachments]]

   

  Thank you for reaching out! Mr.  ***** is accurate when he states that his toilet was damaged during the installation, we notified him when it occurred and quickly rectified it by replacing it with a brand new toilet at no additional cost.

   

  After the installation was completed, Mr. ***** contacted us about cracked tiles that occurred in two areas.

   

  • Area (1) –  The customer is stating that we cracked the tile near the toilet. Per the before photo taken by the design consultant in March the crack was already there (see attached).

   

  • Area (2) – The customer is stating that there is a crack in the tile by the shower. He is correct that there is a crack in the tile near the shower (see photo), however, we inform all customers that there is a possibly of this occurring as we are disturbing the tile around it. The tile may be fragile and crack. Please see attached the signed acknowledgement that we provided Mr. ***** during the sales process.

   

   

   

  While we wish every installation had no hiccups, they can occur on any construction site. We try our best to set the proper expectations with our customers and if an issue arises, like the toilet situation, we try to address it as quickly as possible. The tile next to shower unfortunately is something that can occur due the disturbance of the existing tile and unfortunately cannot be prevented and that is why we have an acknowledgement in place to inform the customer that this could occur.

   

   

   

   

   

  Thank you,

  Customer Answer

  Date: 05/28/2024

   I am rejecting this response because: I am not satisfied with the Bath R Us response, to say it is unavoidable to damage tile on the bathroom floor when the whole bathroom floor is tile should have been made very clear to me. I had intended to have a second shower replaced by this company as well as some windows as I know they have a window replacement division as well. However if the short sited response to my complaint is indicative of the company's complaint resolution I will take my business elsewhere report my experience on every platform that accepts reviews of companies like this. If I am to accept the explanation provided, the entire bathroom floor is tiled and if it was damaged I would not have a way to be made whole. In other words I have a new shower and a damaged floor that now need to be replaced, and the response from the company that damaged the floor is "oh well you signed up for that". 
  
  
  

  

  Business Response

  Date: 05/30/2024

  As previously mentioned, we have before photos that show that there was damage to the floor prior to our installation. In addition, the damage next to the shower (as shown in the photo) is something we discuss and have customers signed off on prior to installation that this can occur due to the disturbance of the tile near it.
  
  We’d be more than happy to discuss what it would cost for us to replace the customers floor with new flooring that we offer, but unfortunately tile can be damaged during the installation process.

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because: I assure you that the sales man never discussed that your company would not be responsible for any ancillary damage that is why you immediately referred to the document, I would not have needed you to provide the documents if I was aware, and for you to offer to sell me flooring is quite frankly insulting and shows that you have no intention of saving me as a customer even after I informed you that I have another shower and windows planned. 
  
  
  

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2021 we had Bath R Us install a bath to shower conversion. In March 2024 a pipe in the bathroom burst. In order to repair it, the ceiling in the dining room had to be opened. It was then that we found out that the installer had cut into the joists and, by doing that, weakened our house. He had also went from a 2 inch pipe to a one and a half inch pipe. We had to have a plumber fix the problems which cost $5000.00. We found out bath r us never pulled a permit and therefore never had it inspected which meant our shower that we paid our money for was illegal. We were told by the plumbers that the shower was dangerous because of the lack of support. I spoke to **** ******, a senior manager, he told me they always cut into joists and seldom pull permits. We had the work inspected, the inspector told up the shower wouldn’t have passed an inspection and that he see houses ruined by contractors like our house every day. We also have to install a dropped ceiling because of the shower repairs which will cost us even more money. Mr ****** offer us $250.00. We already paid $10,000.00 plus $5,000.00 and we have to replace the ceiling which will add to the costs.

  

  Business Response

  Date: 05/20/2024

  Thank you for reaching out! This complaint is grossly misleading and in accurate.
  
  
  The customer had a clogged/busted pipe that had nothing to do with Bath R Us ‘s install and did not occur near the p-trap where Bath R Us completed their work. The leak was not a result of the Bath R Us install. Bath R Us installed their shower in 2/22/2022 and the leaked occurred around April of 2024.
  
  The customer had Mr. ****** out to replace the broken pipes (see photo for reference) and they wanted to replace the p-trap as well. We happily agreed to cover the p-trap cost which should be approximately $250.00. The customer is now claiming we caused the leak and that it cost them $5,0000.00 to replace. This is grossly in accurate as we do not touch any plumbing past the p-trap. The leak occurred in their existing plumbing pipes. We ask the customer to provide us an invoice for just the p-trap replacement and have yet to receive it. All we have received is their invoice for $5,000.00 which was the cost to replace their existing plumbing.  In addition, per the contract, the customer is responsible for the permit (see attached section 9 of agreement).

  We remain willing to cover the cost of the new p-trap, but are not responsible for the customers leak in their existing plumbing and the cost to repair it.

  Customer Answer

  Date: 05/24/2024

   I am rejecting this response because while it is  true that we had a pipe burst, when they opened the ceiling, they found the joist that had been cut into and the problems with the drain. The problem with the joist and the drain cost more than 250.00 to repair because the plumbers worked for at least two days on the repair, the hourly rate for the plumbers would have been more than that. **** ****** is well aware that Mr ****** will not provide an itemized receipt. He is also well aware that I have requested one several times and he has also requested one and they have not provided it. A licensed contractor has to pull a permit, the customer is not responsible for that and no one ever said it was our responsibility. The contractor went from a 2 inch pipe to a one and a half inch pipe which should not have been done. We had no idea that their contractor had done any of this until the ceiling was opened and it was revealed. Mr. ****** asked for an estimate for the ceiling repair so that we could be compensated, he saw what needed to be done and I know he didn’t think it was going to cost 250.00 because the ceiling has to be lowered to accommodate the extra plumbing. The bottom line is that we paid to have a shower properly installed and it was not. I am not grossly exaggerating anything, my house is damaged  and I have to live with the damage. And what about the no regrets promise? I definitely regret this shower.
  
  
  

  

  Business Response

  Date: 05/30/2024

  Thank you for the follow-up! As previously mentioned, we did not cause the leak that occurred in the customers home. They had a pipe burst 2 years after we completed the installation. As also mentioned, we are still willing to reimburse the customer for the cost of the repair to the joist and the p-trap. The customer, however, has not provided us the invoice for that repair. They have only provided us with the repair to have all of the their plumbing replaced and that was not anything that we damaged and/or worked on.
  
  We will be more than happy to reimburse once the customer provides us the repair cost for the joist and p-trap.
  

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because: there was more to the repairs than the business stated. One of the reasons for the back up and burst was the installer shot a nail thru the small pipe that he installed- going from a 2 inch pipe to a one and a half inch pipe. Also when a business damages someone’s property do they not have to pay for the damages and not just the cost of damages. That fact that this company did not get the proper permit and the shower was not inspected as required by law is another concern. And the ptrap that they keep mentioning- which I guess the plumbers installed, was not installed by the company and that ptrap MUST be installed. It’s code. So we have all these things that were code that weren’t followed. No, I don’t accept cost for all of these things that I paid for but didn’t get. And since they keep talking about how much time passed, the problems were hidden by the ceiling and it wasn’t until the ceiling had to be removed that the problems came to light. All of those things should have been done. They were required by law.