Bath Solutions Edmonton, Alberta – NOT A SOLUTION!
They do not have experienced estimators or skilled trades people as their website claims.
An estimator came and gave a quote after declining to fully view the basement area where there was an existing tub. She was told that the house was being renovated for sale in the near future and was asked if the “lifetime” warranty would be transferable. She indicated that it would be. She was also asked if the installer would be a certified plumber to which she responded, yes.
The day before the install, a call was made again to ensure that they knew the tub was in a finished basement with the appointment clerk insisting that they installed in finished basements before without a problem. I still asked to speak to the installer. The installer called, was told the bathtub was in a finished basement and he still assured us that there would be no problem.
The installer arrived the next morning, cut out the old surround bathtub and realized that the basement floor was completely finished in concrete. He had a fit, cursed the inexperienced estimators, and left to rent a jack hammer even though he never bothered to view the work area before starting. He ranted about not taking the job if he knew the floor was finished and that it would now be a two day job
He jack hammered a hole, 20”wide x 16”long x 7”deep, right down to the dirt. While doing this, he said that the hole could be filled if I wanted but he was not going to do it. He suggested using “foam crete”. He attached the drain, installed the bathtub, cleaned up the debris, and left a survey questionnaire.
I called the estimator immediately about the hole and the warranty not being transferable. She denied saying that the warranty would be transferable and that the hole was an unforeseen situation. Like the installer (who had the opportunity to view the work site prior to starting) said, if she had taken the time to look she should have known that there would be jack hammering required. She said there was nothing she could do but have the owner call.
I never found foam crete and wanted to speak to the owner immediately. The owner phoned the next day and left a message saying that everything would be resolved. I returned his call and left a message that I had spoken to two journeymen plumbers who both indicated that there was no reason that my floor could not be filled as there was no such plumbing or building code and that I wanted my floor restored to the way it was found.
I forwarded the email I had sent to his estimator about my concerns to which the owner responded by agreeing to offer the warranty to the next buyer and that the hole would be repaired with no mention of additional cost. I told him that jack hammering was not the problem (I had paid them extra for this) but that the hole left was the problem. He told me that his installer felt the hole did not need to be filled to which I responded that it would not be acceptable as my floor was completely finished and I expected it to be left in that condition. He wanted to research this and was going to call several sources including NAIT and the Canadian Builders Association.
After waiting one week he had no answers but said he would like to call the City of Edmonton Building codes branch. He emailed later that day indicating that he was told that there was no code and that it was a civil matter. He offered to fill a small part of the floor but would require $375 to fill the complete floor and that Bath Solutions would no longer warranty the drain.
NO WARRANTY because his installer decided to leave a huge hole. I responded that I no longer wished to have amateurs in my house and having him second guess what I told him was the building and plumbing code. I told him that if he paid me $375 I would have someone else fill the hole. He responded by saying that I was wasting his time and that he would not talk to me any more but would only monitor my emails, to call a lawyer and take him to court.
HOW”S THAT FOR CUSTOMER SERVICE AND A LIFETIME WARRANTY!
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
October 13th, 2009 at 4:08 pm
I so wished I would have seen your posting before we hired these folks. We have had enormous grief also. 1. The estimator ordered the wrong side tub. We took off work waited for the installer. Wrong side drain. Ok. Mistakes happen right? Ok wait another 8 weeks. Another apt. and another day off work (5 months in total wait).
2. So finally tub comes. Installer seemed professional, friendly, courteous, and clean. Unfortunately he broke 10 tiles in installation. I thought they covered damage. Sorry – no way, it happens all the time I was told. You should have paid the extra $1500 for the wall kit. Customers fault. Ok. Well the tub looks nice – so well maybe we’ll put up with the broken tiles and re-do in a few years.
3. Well low and behold a few weeks after the tub is installed. Major problems. Water has built up between the 2 tubs (they put a liner over existing 1960′s enamel tub). and floor has softened. Is now very squishy like walking on a hot water bottle. I suspect either it will burst, mold or leak into the basement. I don’t know where the water is coming from as lots of silicon was used around it. Maybe the drain or overflow. No one is returning my calls. When they wanted our business, funny how they called even late at night for the deposit cheque. I had up to 10-12 calls a day because they needed the cheque today still. I’m not trying to defame anyone as we also have a small business. But we got skunked and it burns to loose money like that for nothing. Anyway- I wish I could turn back time as this has gone from ugly tub to serious nightmare. I should have gone on vacation instead. We just threw away a lot of money for NOTHING.
December 10th, 2009 at 11:42 am
In response to the emails above.
I would like to appolgize for the lack of attention and care put into both your homes. I am the new owner of Bath Solutions in the Edmonton area and can ensure you this will never happen again. I give you my word.And as a former soldier your word is everything.I would like to discuss these issues if you want to call and we can set up a appointment to make sure this never happens again. We know their are many possible problems that can arise and unfortunatley we only here about the bad situations.
Please fell free to call and discuss the situations.
February 5th, 2010 at 2:19 pm
Looks like the customer service is about to improve. Props to the new owner.
March 11th, 2010 at 6:45 pm
I just wanted to say that any issues like the above are definitely a thing of the past! I could not be happier with my new bathroom! I had a new soaker tub, an acrlic wall system that looks like 8 inch tile and new faucets and I LOVE IT! Good job to the new owner and keep up the good work!
September 16th, 2010 at 2:06 pm
We had Bath Solutions Edmonton install shower surrounds in our new house and we love them! They are easy to clean, were installed in a very short time, and overall we received better customer service from them than the plumbing company that did the rest of the house.
I would recommend Bath Solutions and their product to anyone!
September 16th, 2010 at 2:52 pm
It’s very nice that the new dealer in the Edmonton area has restored some of your faith in humankind. I am here to tell you that, as a former dealer for Bath Solutions in Ontario, it may be beyond this honest gentleman’s control to continue to provide good customer service and backing for the “lifetime” warranty when dealing in Bath Solutions products. To the new dealer in Edmonton, as well as consumers, I urge you to read this carefully and heed these warnings:
1. A Bath Solutions “Lifetime Warranty” strictly refers to the length of time the dealer who installed your bathroom stays in business. I will give you an example from our own business dealings. We installed a tub liner for a customer. The liner developed a material-related issue over time. During that time, we ended our contract with Bath Solutions. Right now it’s relevant to mention that we have been in the bathroom renovation business with an untarnished reputation for 15 years, since 1995. Due to the highly unscrupulous business practices which we are now pursuing in court, we ended our contract with Bath Solutions less than 2 years after starting with them. So when this customer started to develop issues with her liner, she contacted Bath Solutions head office and they told her to contact the territory dealer. She said the territory dealer is no longer associated with Bath Solutions, they said it’s not our responsibility and so on. On the other hand, if we were to fix her bathroom with non-Bath Solutions product then that will void her warranty. Then Bath Solutions contacted us and said they would provide a new liner but that we had to install it because there is no current dealer in the territory. this is contrary to when we started with Bath Solutions and had to fix the previous owner’s quality issues (with no compensation) because it was in the contract that the previous owner cannot practice in the territory and we must address all the issues at our cost. In the end, this dissatisfied customer filed a complaint with the Better Business Bureau and was compensated the cost of a tub liner by head office. This process took about 18 months and in the meantime they could not use their bathroom.
2. During the training for Bath Solutions sales, it is stressed time and time again that the primary goal is to GET CUSTOMER’S MONEY. Get the money before even assessing if the job is feasible, or before you have ascertained that a correct fit is available for the tub liner. Get the money and if there is an issue with the order, sit on the money and customer will have no choice but to wait until the issue is solved. MONEY is #1. Customer service after.
3. Bath solutions attempts to DESTROY small business owners by stealing their business and then ending their franchise contracts. One reason why we parted company with them is they would not renew our contract unless we signed over our existing business telephone line to them. What would this do to us after parting ways? Well, for starters, all of our existing commercial contracts such as apartments and builders would call their usual phone number looking for us and would reach Bath Solutions. Then all of that business we have worked 15 years to build based on honesty and integrity would be out the window and belong to those crooks. This is my warning to you, existing dealers. Don’t throw your hard work away. And to consumers, do you really want to support a business that operates this way?
March 2nd, 2011 at 12:51 am
Hi :
I posted problems we had with this earlier October 12, 2009. It is March 1s, 2010 and we are still having the same problems. I would never ever put this plastic tub liner over an existing enamel tub. Every few months we have to take out the drain and release the trapped water between the 2 tubs. When the water is out the top plastic tub you guys installed bends and flexes as if it’s about to crack as there is and always has been an air gap between the new and old tub. I strongly believe that that air gap and someone walking on it when showering acts as a suction cup and draws water into the gap creating a squishy water bed like bathtub floor. Sorry but you system of bathtub liner just doesn’t work. I will be contacting you this week again. We need this tub out – I don’t have the time or money to constantly have the thing drained. I really think we deserve a refund of our $1,500 for all the agro we are continually going through. We are in the University area of Edmonton. Im pretty sure you know who I am as you’ve drained the tub twice already and the water keeps coming back.
March 2nd, 2011 at 12:54 am
sorry I meant to say it’s March 1st, 2011
July 11th, 2011 at 12:42 pm
Had a estimate for a tub, walls and mirror edging.
A time frame was set and a firm price. It was completed on time and the price stayed the same even after having to replace drywall. The estimate was done very professionally and the job to notch. They even put down liners on the floor and cleaned up after. It was completed in one day as promised. As for the dealer in Ontario I would question why he was cancled as a dealer as it would not be in iterest to cancel someone unless they are a fraudulent dealer
October 21st, 2011 at 1:34 am
thanks for the insight. i saw that they were looking at opening in prince george. no thanks we dont need these clowns here.
January 26th, 2012 at 2:13 pm
Hello;
Please leave a phone no. where you can be reached.
I Would like to have an acrlic bathtub liner installed over our existing metal tub,
ths. ED