Complaints

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:06/08/2024

  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 signed with Level Up in Sept 2023. The work was finally started in January and was planned for 10 days. The first contractor seemed to be a little out of his depth. He frequently needed to run to ********** and would disappear for hours. When it came time to cut the pan for the shower, he asked if 32" was ok. We were a little confused and asked if that was the standard. All of the materials had been measured and ordered, so we assumed he was working to those measurements. When we saw the pan, we said it looked narrow. He claimed the curb would finish it to the 32". He also had trouble with the vanity, and left a large gap on one side. Another set of contractors came out to finish the job. They asked for the plan, which we did not have nor had ever seen. They noted items not up to code from the first contractor and fixed them, sometimes staying well into the night. They continued the outstanding work in the bathroom, running the electric to the switches, hooking up the fan and assembling the shower door. The shower glass for the end of the shower did not fit (since the pan was too narrow?). They installed the doors but the end of the shower is missing the glass and told us that we could use the shower while waiting for the new glass to be ordered. The door opening is right beside the toilet, meaning we have to squeeze by the toilet to get into the shower directly under the showerhead. They are reluctant to reverse the doors, causing leaks under the door which we have to mop up after each shower. Reversing the doors will leave holes in the new surround. A 3rd contractor came to measure and said the doors were assembled incorrectly. He fixed the vanity drain issue we had. ****** has a list of items that still need to be fixed but he says to fix the shower, he would have to tear it all out and charge us for materials. Or can just install the glass. A Home Inspection revealed leaks, electrical hazards and DIY quality work. We are seeking a refund.

  Business Response

  Date: 06/12/2024

  Im really glad you guys reached out to us. Just like the emails I have sent you we are always here for our customers. You are our only bad review in over 2 years of remodeling and it's simply because we take care of our mess **** Your job did have a couple hiccups but it's nothing we aren't prepared to fix. The shower door opened on the toilet side because that is where the valve is located to turn on the shower. If the other side opened you would have to physically get in and get wet when he cold water comes out. We said we would pay for a full new shower door for you at no additional cost though and you said you wished to get a full refund after everything was completed except for the door. We also cut the pan to the exact same size as your previous pan. The previous pan was 32" (standard) and the new one was 32" wide (standard). I came out to your house to see if it seemed off but I fit in just fine and there was plenty room to get past the toilet. Once again I thought it seemed a little odd to buy an entirely new shower door just to switch the opening side but we were prepared to do so. 
  The only thing we didn't agree upon was the width of the pan. You wished we could make it bigger, which we can't because it's ordered custom, but that would require a full tear out and start over. We said we would do it at cost but we couldn't take a loss on the entire job that was done correctly to the contract. I hope you understand and we are still here to finish your project 100%. Thanks for reaching out, please call us at ************.

  Customer Answer

  Date: 06/16/2024

  The response from Level Up seems to be misleading.  The Home Inspection that was shared with Level Up indicates more problems than just the width of the shower pan. There were 7 defective items and 2 marginal items plus an overall lack of workmanship.  The leak under the shower through the floor and the improper wiring (leaving wires unclamped attached to a vibration source and only capped with wire nuts) in the attic amid the insulation are larger issues than just the size of the pan.  Which, per the report was not 30".  In fact, it is slightly less than 28 wall to door (see attached photo ******) and is smaller than the old shower as evidenced by photo ending in 173202.  The shower door was to be reordered for the 3rd time(?) due to the glass at the end of the shower not being measured correctly. That glass is not currently installed.  Since every time a new sub-contractor was sent in, they spent a lot of time correcting the prior work, it leaves us with little faith that any rework will be completed skillfully and to code. When we asked for the license, insurance and bond information for Level Up, you told us you only had the *** and Level Up is not bonded with the city as your salesman claimed in September. As the Level Up presentation stressed the most expensive job is one you have to pay for twice.  I feel like that was a premonition as the first quote to repair the damage done exceeds the original Level Up job by close to $5,000.
  Regards,
  
  *****************************

  Business Response

  Date: 06/27/2024

  I would like to acknowledge the face that I know it was not a perfect installation. Some companies may state they get it right at every job but we will not state here that we are perfect. When an issue arrises it is more about how it is handled than the fact that it happens at all. You mentioned, "The most expensive project you can do is the one you have to do twice" and that is true. We would never and have never tried to charge you an additional charge to come out and right some of our wrongs. We are still here if you have any concerns and will continue to service you until you move out of that house. This is why we have such good reviews online. In regards to the pan, you need to measure from the wall to the exterior of the curb and you will get a bigger shower pan than the one you have previously. We have photos of the before and after and it is very easy to see by the paint lines where the only one was vs the new one. We are not here to argue with you but installing a new shower pan would require an entirely new bath system to be purchased, custom made, and then installed. We can do it and are willing to do it but since it's the exact size you requested on your contract we can not do this at no additional cost. We can do it at our cost plus labor so we make no additional money on your project. As for the other issues, we spoke about completing those as well so please reach out if you have any concerns so we can schedule a time to fix them. Thank you. 

   

  Customer Answer

  Date: 08/17/2024

  We have decided to pursue legal action against this contractor. 

• Initial Complaint

  Date:03/08/2024

  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 went into contract with Level Up Baths - *********, ** (LUB) on 09/16/2023 for a large bathroom remodel to include a wet-space rip out & redo, a new floor, new vanity & recessed medicine cabinet, wall to be torn down & moved, electrical to be relocated, & a door to be installed. They agreed to the scope of the job, quoted $32,500.00 & stated that it would be 8 to 14 weeks for the project to be completed. We got the project started with a draw on the loan that we took out through their financing bank, ********* USA in the amount of $9,726.75. This was to purchase all the materials for the project. ****** ***** was introduced as the general contractor & main point of contract for the project. We picked our colors, styles, and items with ****** over the week of 09/18/2023. After that we heard very little from LUB except a few calls asking questions about the materials we wanted. Beginning of November, we started to reach out for the time for installation. We kept getting told that it would be a few more weeks, but we are on track. Middle of December we reached out & we were scheduled for 12/26/23. On the 26th, we confirmed the installer & reminded them to have all their proper paperwork, city construction permit, insurance, & so on. That was when we were first told that they do not pull permits & that they were not planning on pulling a permit for our job. We told them that no work would be done without the proper City of Columbus permits. Over the course of the next 7 days Mr. Solze & I went back & forth about the permit. On 01/03/24 Mr. Solze told us they had the permit. When verified with the city on 01/04/24 they did not have a permit but an application for a permit. We were told that no permit would be issued as LUB was not licensed in the city. We then requested all work to stop & a refund of the draw to take place. They violated their contract, did not disclose that they could not & would not pull permits for construction to take place. (More info available.)

  Business Response

  Date: 02/20/2024

  Hello! I’m so sorry to hear about your experience. Level Up Baths locations are independently owned and operated and we do not have any connections to the ********* location. If you’re able to remove this complaint and put it on the correct location, that would be greatly appreciated. Thank you!

  Business Response

  Date: 04/05/2024

  Hello *********, I am sorry to hear about your experience with us. We strive here at Level Up Baths to offer the absolute best customer service experience and it sounds like that is not what you received. We do a lot of remodels but I definitely remember your project and what transpired. There was a definite miss communication about who was pulling the permit. We use 3 different licensed plumbers for our wet space installation and remodels and since they are the ones actually preforming the work they are the ones who are supposed to pull the permit. This is for the protection of Level Up Baths for insurance purposes. We do require our plumbers to have workers comp and general liabilities insurance up to 1,000,000 dollar so everything is still covered on your end and there is no risk if something were to go wrong. We have no problem sharing that information with you either. We, as a company, cannot pull the permit because it is technically another company (subcontractor) preforming the work. We do train and certify all of our installers to preform the work they would be completing which is why we cover their work with our warranty as well so you are backed by a lifetime warranty on both the labor and materials. 

  However we did talk about this on the phone and you still thought it was best to go a different direction on the remodel and that is absolutely fine. This was discussed months after purchasing all of your product for the remodel though, which included custom stone wall panels, a bath tub, accessories for the shower, accessories for the bathroom, a vanity, a custom medicine cabinet, flooring, and more. We had spent more on the product than what was given to us by the finance company.I spoke with you about picking up all of this material since it was yours and have not heard back from you. We still have it here for you to pick up whenever you would like. We would also like paid the remaining amount we have spent on your product to at least be even on the project. 

  I hope you understand we dont want to make money on any customer who doesn't want us to do the project, we just cant use this material on any other job since it is so custom. Thank you for understanding and I hope to hear from you soon. Call us any time at ###-###-####.