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Bath Fitter complaints

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542 Industrial Drive
Lewisberry, PA 17339 | Get Directions

(888) 302-8630

http://www.bathfitterpa.com

10 am-5:30 pm

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Total Amount in Dispute:
$7,851.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Bath Fitter closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Bath Fitter

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7/28/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $7,851.00 Amount Settled: $0.00

Customer Complaint

7/8/2021

Signed the contract #15-362152 on 9/26/2020 with expected completion day 12 weeks later. Partial installation was completed on 11/20/2020 with some major issues to be resolved. The work continued on 12/9/2020 were parts were ripped out for correction. An effort was made to complete the work on 2/12/2021 with additional and multiple issues. The company decided to order a new door at the standard height for shower doors which was the expected height from the beginning. On May 7th, the previously installed shower door that will not close properly was removed and the wrong door was brought in to be installed. The company promised a new door by May 17th. Since then all calls on status answered with excuses on delays and the company refuses to provide a firm completion date. After paying $7851 I have a shower with defects and a shower curtain as opposed to a semi frameless door. Resolution Sought Complete the work with defect free material and installation without any further damage to the house plus a refund of $500 in addition to $500 pending charge which was never satisfied. If the company refuses to satisfy the contract, a full refund of $7851 will be accepted.

Company Response

7/21/2021

As with many companies, we have had supply chain challenges in the recent months. Unfortunately, this customer's doors have been delayed for this reason. Our door manufacturer also recently experienced some service interruption due to storms in their area. We received a letter from Ms. Salagianis last week and reached out to her via telephone to let her know we were working on getting her a resolution on the doors as soon as possible. Bath Fitter agrees to the $1,000 total refund the customer is requesting in the interest of maintaining good customer relations.Our Production Department will also be in contact with Ms. Salagianis to advise her of this information and to provide her with an update on the door status. Please let me know if you need anything else. Please confirm receipt of this email.

Customer Rebuttal

7/22/2021

The $1000 is half of the deal. It is important to note that it has been more than half a year since the expected completion date and 11 weeks since the shower door was ordered and a low cost shower curtain was hung in its place. I expect a shower door to be installed and all other issues to be resolved properly and one final time without any further delays

Company Final Response

7/26/2021

Our Installation Manager has reached out and spoke to the customer. He is watching her order personally and the customer has stated they do not want compensation until the work has been completed. Thank you.

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