Bathtub liner company resolves Cleveland customer's complaint

COMPLAINT: Diane Taylor, Cleveland

"I hired Bath Fitter to reline my bathtub. The installer did a great job. Everything was nice and clean when he left. The paper he left me said that the drain was flowing OK. However, when I called the service hotline, they said the installer reported that the drain was running slow.

"When I talked to the installer again, he said he never talked to the main office. I have paperwork that said it was flowing fine. I do not want this man to lose his job over this. The service hotline even lied to me over the phone.

"My neighbors all want to see the work, but I don't want to recommend this company to anyone. I am very disappointed with this service."

DESIRED RESOLUTION: "I am seeking a $200 refund for plumbing work and a 10 percent discount of $170 on the ill-fitted tub liner."

COMPANY RESPONSE: Aaron Gross, owner, Bath Fitter

"I would like to first correct the price to reflect the correct cost of $1,595. I would also like to note that our work did not impact the flow of the drain; in fact, our paperwork notes that the drain was working properly at completion.

"Additionally, I responded to a service request and noted the drain was running slowly from normal wear and tear, and advised the customer she needs to have a drain company to snake it out. We stand by our response that our work does not impact the flow of the drain.

"However, we do offer the compromise of hiring a drain company snake out the drain at our expense. We have delivered service as promised."

STATUS: Resolved


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