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!