Thursday, January 28, 2010

Yeah, ONE-DAY, STRESS FREE, My Behind!

On October 18th George was on line looking up info on Re-Bath he laughed when he saw the “one day Stress free” line on their site.
He also found a place to register our warrantee card so he filled it out today.

Can you imagine this has been 4 months since we started with re-Bath! (Sadly we don’t have to imagine, it was much longer in our case. It appears to be the norm for this company of lying cheats.-Hal)

To date I have spent a total of 36 days on the phone with Re-Bath, or having work done here by Re-Bath, or photos taken here by Re-Bath or waiting for Re-Bath to never show up here to take photos in a total of a 4 month time span… Just sickening!
(Not 2 days and not stress free by any stretch of the imagination) It cost us a total of $8,033.00

Wednesday, January 27, 2010

Back To That Pesky Problem of Re-Bath “Honoring” Their Own Warranty…

We talked about it and decided to pay her since they won’t fix the leak unless we do. (Is that extortion? Just asking...-Hal)

George called back, She said when I get the check we will come out.
He said if you have it by Tuesday or Wednesday, when will we see you?
She said by Thursday or Friday the 22nd or 23rd of October. He said fine we will send the check today.

She asked why we didn’t just move it or have it moved? (As if we don't know the answer...-Hal)
He said because we were told by your sales men Chris that if we touch anything on our own we void our warrantee, she said oh that would not have applied. (I think a lot of what our salesman told us was BS!)

(We think a lot of what Re-Bath told us was a bunch of BS too! And you can bet if you do touch anything, Re-Bath will play that voided warranty card, as if they would actually cover any of their own supposed warranty anyway.-Hal)

George said she yelled a lot and was a total Bitch to deal with but when he agreed to pay her she calmed down and talked about doing it.
So I just wrote check number 2912 to Re-bath for $175.00 and in the note area wrote paid under duress and I stuck a sticky note on it saying Promised Thursday or Friday October 22 or 23. I am so sick and tired of this freaking bathroom!!!!!!!and Re-Bath!!!!!!!!!
It has been two years since we started this bathroom remodel and we are in the same spot that we started in it does look nicer but is functioning the same, I want to move just to get away from the shower! I REALLY HAVE BETTER THINGS TO DO!

Wednesday, January 20, 2010

Uh-Oh, This Is Not Good!

October 13th 9pm, my husband George just showed me the leak in the shower, it is dripping slowly onto the floor in the exact spot as the one we replaced, the same place that ruined the floor we put down that was replaced by Re-bath.

This is NOT good!
(Same thing happened to us, except there was never a leak until Re-Bath created them. Yes, them, plural.–Hal)

I told George I am done dealing with them and told him to call and handle it from here. I don’t ever want to have to deal with such unprofessional people again.
October 14th. George called Re-bath and spoke to a girl who had Dan, who was our plumber, call him back. Dan said he would call and set up a time with me that day. Dan never called.

October 16th Jennifer called and left a message at 1:47pm. Saying “I hear you’re having trouble with the door since we moved it, I want to talk to you about it, call me back.” George called back at 2pm.
He said to me after his call wow what a Bitch she is.
She insisted that she will not fix anything wrong with the shower till we pay the $175. From the shower door move. She said you can take us to court if you want. (Typical Re-Bath attitude, same as what we were met with.-Hal)
George said I have never heard that from a business before. He said she was stubborn and rude. (Again, so much just like our experiences with Re-Bath agents.-Hal)

He said to Jennifer let me ask you something, if you had a new roof put on your house and the gutters weren’t straight would you have them moved? She said “not if they told me not to.” George said so you would just live with it? She said yes. (We’re not buying it! You know damn well they would howl if they did not get what they wanted!-Hal) Your shower was done correctly as far as we are concerned. He said let me call you back.

Thursday, January 14, 2010

What Ever Happened To The ONE DAY-NO STRESS-NO MESS Guarantee?

Ok Kevin is done it is 11:52am he asked me to pay and I asked him to sit down and talk to me about this. I asked him if he felt it was done right the first time.
He said “ well…. yes it was but he should have told you before changing the plan, or explained why first.”
I explained the situation to him about how I didn’t feel like I should pay more to have this done and he understood and felt perhaps Mark should have asked first but he said he didn’t want to get involved.
He said he understood and said he would just tell them I declined payment. He was understanding and I told him I was sick to my stomach and shaking and showed him my hands. He told me to relax that it will work out in the end one way or another. He said someone from Re-bath will probably call me. He was understanding and I really feel bad. However I feel like this is how it should have been done the first time.
I wrote declined payment on the line where I was supposed to sign and dated it.
Under it I wrote this is how it should have looked the first time.

Kevin left and I am still upset. The shower looks right now, It would be perfect if it was in the exact center but it improved the whole room as far as I am concerned, there is no big shelf on the outside of the shower and it is more centered and looks right, it no longer looks cheap or like it was not done by a professional. By moving the door it also made the shower head more centered too. I am happy, FINALLY!

(No one should have to endure that kind of stress over an “easy” home repair. Remember the “NO STRESS” guarantee? Or the one that said they won’t charge until it is done right? Let alone the ONE DAY installation. Obviously Re-Bath doesn’t…-Hal)

Wednesday, January 13, 2010

Unbelievable! Late Again, And Still Charging For Their Mistakes

It is October 6th It is 8:55am and Kevin just arrived out front.
(Almost one full hour late, and this from a guy who “likes to show up early”. Give me a break!-Hal)
He is polite and introduced himself. I showed him the door and he said that usually they bring them out as far as possible. I explained how it looks really bad from the inside.
He said I see why he did it this way, I said me too but it is not where it belongs and not where he showed me it was going to go and not where the ones in the show room are. He said we can fit that. He said you realize that some screws will show.
(Pre-emptive CYA?-Hal)

I said not really, I measured them all and he checked what I was saying and saw I was right no holes will show. He is now prepping the area.
My Mother just asked Kevin to also check the seat that seems loose he said he would.

Kevin just let me know that the bill for today is $175. I can’t believe they want me to pay to make this right, after all that BS on the phone!! EVERYONE says it is wrong my friends, a carpenter and their show room person even said it!
AND I AM SUPPOSED TO PAY???? This is so wrong.

I never actually did agree to pay for this, we did not make a deal I just said to her Jennifer would you just send a guy out to fix this?
(Re-Bath “warranty” at their finest…-Hal)

9:56am I am listening to Kevin on his cell phone explaining how he is moving over a (my) shower door, he said I have it all cleaned and out I am just getting ready to move it now. He acknowledged what a person on the phone said and then he said, well I guess we learned from this that when we change from the original plan we need to let the customer know first. He listened more, then he stared to discuss something about signs being needed today in Avon.
I think he even feels this was wrong, why would he say that about letting the customer know first? Because he knows what I was told and what I ended up with were two different things!
(Sadly, even if the installer seems to side with or have sympathy for the customer, in the end we found out it is only one of two things. The installer is lying, or he will be forced by Re-Bath to what is best for Re-Bath, regardless of the contract or agreement.-Hal)

I am sick to my stomach thinking about how he wants money at the end of this and that I can’t in good conscious pay. I can’t pay for something that was not done right the first time, when I already paid $8,000.00. I cannot justify paying $175.00 more to fix what they did wrong or what at minimum a customer (me) is not happy with. I am sick trying to work out in my head what I am going to say to Kevin. He is a really nice man who is doing a great job…I am SICK! I should not be put into this situation.
(No one should be put into that situation. It is criminal. Unfortunately we too were made physically sick from stress from the way we were mistreated by Re-Bath, by the local jerks all the way up to the corporate slime.-Hal)

Monday, January 11, 2010

So Easy A Caveman Could Have Done It?

On September 7th I called a couple of carpenters to look at what I wanted done in the bathroom, only one called back. The guy named John is coming on Wednesday. I want to be sure about the wood. I don’t feel it is a big deal to do but I need a professional opinion. I also took photos of the door position.

On Wednesday September 9th A carpenter named John McLaughlin from Waltham, MA came here to look at the wood and the shower. He said “this is so simple to do, all they had to do is scribe it out” I asked how much would he charge, he said “if I lived nearby I would do it for free, it would take but a few minutes, but since I have to come from Waltham it would be $25.00” He said “I don’t understand why they didn’t do it like that?”
(Ummm, because Re-Bath is in the scam business, not a true skilled trade business? –Hal)

On Thursday September 10th I phoned Re-Bath explaining I could not be available on Monday the 14th and asked Anna if she could reschedule. She was polite and said no problem and made the appointment for Tuesday October 6th 8 am with Kevin. I thanked her. She said no problem, but so you know he likes to arrive really early.
(That will be a first, if it happens...-Hal)
I said that’s fine. She was nice and polite.

Monday Oct 5th I got a call from Anna confirming that tomorrow Kevin was coming out to move the door on my shower. I said yes perfect. She said he will be here at 8am but he likes to show up early. I said ok!

Thursday, January 7, 2010

The Curse Is Not The Tub, It’s The People Who Sold It

On Tuesday September 1st I got my warrantee card back in the mail. It said return to sender on it by the post office.
I called Re-Bath and told them and they said oh just send it to our Pembroke office and we will send it in for you.
(Do you really think it ever got sent by these clowns? Perfect excuse, "we never got it".-Hal)
I asked if the company moved from the address and she said yeah a while ago just send it to us. I had sent it to the self addressed typed out form address of 1055 South Country Club Drive in Mesa AZ 85210-4613 but she gave me the Pembroke office of 55 B Corp. Park Drive in Pembroke Mass 02359.
I laughed when I looked at the form I had filled out a month before, it asked why I got the shower, and I had hand written in for more room.
I readdressed it and sent it out today. To date I have spent a total of 26 days (not 2) on the phone with or having work done here, or photos taken here or waiting for Re-Bath to never show up here in a total of 2 months time span. I feel like this tub area is cursed!

Wednesday, January 6, 2010

All She Wanted Was For Them To Properly Finish One Part Of The Job They Were Paid To Do

So I said to Jennifer, the shower is too small, and this door being where it is makes it even smaller. The shower is only 31 inches not 32 like I asked for. My wall was gouged by your men. The shower head is not centered like I specifically requested. The wall surround was supposed to come out to the hinge like I asked for and doesn’t and it took a week not two days like promised.
(That is five items just listed above Re-Bath did incorrectly if anyone wants a quick count.-Hal)
I am not complaining about any of that, just the door position!

She continued on and on about how it is only an inch!

I continued to say to her in a low voice trying to keep her yelling down still, there was no reason to be upset and no reason to yell, we are your customers and we are not happy.

She changed her attitude and calmed down a bit and stopped arguing AT me, not with me but at me. Jennifer said ok then Tuesday Sept 8th at 8:00 am.

I said fine that is great.
She then changed her mind and said how about September 14th at 8:00am? (Geez, what about accomodating a customer?!-Hal)

I said fine.

Jennifer said she is sending Kevin who is very detailed oriented and will do a great job.

I said fine, The 14th 8:00am is perfect.

She apologized.

I said no problem, I just want this right.

She said you are opening a can of worms with this, I just want you to know that something could break! (Wow, what confidence in your product and installers!-Hal)

I said as long as it looks right and functions properly when it is done then ok!

I was happy that I never raised my voice to her, even when she was yelling and acting very rude to me, I did not lower myself to her level. I was really upset when I hung up, I was glad I hung in there to insist on it being done right. Up until now I had nothing but good things to say about Re-bath and I would have recommended them to anyone, but after that call I am not sure….I doubt it.

My friends in Reading want me to say yes or no about them, he needs 2 whole tubs, if she fixes it right then I guess I will tell them the story and let them decide. She was so unprofessional and rude to me that I can’t believe they are in business, when I was handing over money they were so nice and polite, now that I have a problem they treat me like I have leprosy. I am shocked at how rude she was, I have never been spoken to like that by anyone that I have done business with….EVER!
(You sure seem to be one incredibly tolerant person.-Hal)

Tuesday, January 5, 2010

Since We Are (Re-Bath) Incompetent, We’ll Want You To Be Responsible For The Damage We Do To Your Home…

She talked very loud again, well really she never truly stopped yelling and was angry saying this is silly and she would not budge and she said if I didn’t pay more she would not help me. (Isn't that extortion? Really, isn't it?-Hal)

I asked her to stop yelling, and to calm down that there was no need to yell that we are just talking here, and I said again quietly do you just want to not deal with me? Is that it?

She said no but this is all over a half an inch I can’t believe it!

I again said we are not happy with it. I said please just send the guy out would you? I just want this done and done right and over with once and for all.

She said you are going to have to sign a waiver saying that if we break that door it isn’t our fault. (!?)

I said you think I should not only pay but to sign it off as not your fault too? (Yep, there's that lack of responsiblity we know all too well from Re-Bath. Wondering about the value of that Lifetime Warranty yet?-Hal)

She said yes because this is silly.
Can you believe the “logic” being used here? The customer is to be held liable for Re-Bath not doing their job, and the customer is called “silly” for having the good sense to stand up to this scam company!? Appalling!-Hal)

I said no it isn’t to us.

Then she said why didn’t you say something when you first saw it?

I asked her to stop yelling yet again and told her I could hear her just fine, I explained that it was 11pm when Mark finished, we were tired and I did ask why it was where it was. Mark explained it to us but we didn’t like it.
I said ok Jennifer, tell me what if I had insisted then and there at 11 pm that it had to be moved? He still would have had to take it off right? So what is the problem in doing it now?

She had no response. (Finally a logical response… Yes, more sarcasm. But really, what could she say?-Hal)

I said that the wall opposite the shower had a huge ding in it from Dan and I am not complaining about that either. I hated to say that the guy felt bad about it and I didn’t want to get him into trouble, but man, this woman is really yelling and trying to make me change my mind about something I don’t like after spending $8,000.00.
(We still are in disbelief at the amount of gall these Re-Bath agents show when they are caught doing the wrong thing, and how it always seems to be pointed out to the customer that it will cost them (Re-Bath )so much to fix, (i.e. do the right thing), when in reality all the customer is asking is to get what they were promised, sold and paid exorbitantly for.-Hal)

Monday, January 4, 2010

And Why Is It OK For The Customer To Have To Live With The Mistakes Re-Bath Makes?

I explained that the shower isn’t even 32 inches like I ordered and that it did not come out to the hinge like I requested and that I am not complaining about anything other than the door position.
Jennifer snapped and yelled it is 32 inches the rest is behind the wall. I said the shower measures 30 and 3/8 inches showing are you saying that more than 1 and a half inches is in the wall? The surround that you put up is only ¼ of an inch thick, how can that be?
She said this is all over the shower door being half an inch over? I can’t believe it!! Something could break…. The door could break by moving it.

I said it isn’t right. (Remember this folks, now that Re-Bath has the money, they consider the job done and WILL NOT HONOR THE WARRANTY! -Hal)

She argued that it is right and as far as she is concerned it is custom made and done right. (If it is custom made, why does it not fit? Just asking...-Hal)
I said Don’t you care that I spent 8 thousand dollars and we are not happy with the result?
She said it is right.
I said It does not look good.
She said well it is right I promise you that! (Again, we wonder if this woman has even seen what she is so vehemently arguing about, in our case almost the same thing happened. A person who had not seen the shower argued that we didn’t know what it should look like, not that she ever saw it...-Hal)

I asked if she is just blowing me off, and just didn’t want to deal with me because she sounded really upset.?
She said no, but this is silly.
I said not to us, it doesn’t look right. I said it might be ok as far as doors go, it functions, but aesthetically it looks bad.
She again said loudly this will cost her money to move it and how it could break the doors.
I said I didn’t feel like I should have to pay since it is not where the ones in the showroom are positioned and they look good and give you more room inside the shower and no shelf on the outside, just like we wanted ours to look and expected it to look. I explained we wanted what was shown to us in the show room.
She said there is no way to do it unless I pay $175.00.
I said that is not right and I asked her to lower her voice again.

I said I have told you that everything looks perfect, this is the only one problem we are complaining about and you don’t want to help me?
She said loudly well you said that it was great you wrote it in your email.
I said yes it is true it looks great and it really does, we love it, but we didn’t replace our old one on looks, it was for space. I only have one problem and that is the door position, Can’t you at least move it for us?
(Again we were surprised at how hard Re-Bath fought to tell us our crappy installation was the way it should be, even though what we saw and photographed in the showroom was much different, better. The moral here is don’t believe for a minute that they (Re-Bath) will make your installation look as nice as what they show you in the sales book or showroom.-Hal)

Sunday, January 3, 2010

With Customer Service Like This, How Are They Still In Business?

3 more days later on Aug 31st Jennifer finally called me back 27 days after my first call. She apologized for not getting back to me sooner. I said no problem. She asked me what exactly I wanted to have done. I told her as best I could explain over the phone what we wanted.
She was really upset and raised her voice yelling about the idea of moving it.
(She was upset? Why? Seems to us the upset one should be the customer that was not getting what was sold. -Hal)

I had the phone on speaker phone and my Mother stopped to look at me and mouthed who is yelling at you? I just nodded and tried to calm down Jennifer saying I don’t see why it is a problem.
I said Jennifer this is not done right, which she cut me off to insist it is right. I said look it doesn’t look right, I had others look at it and they felt the same. She got louder and said Oh Boy. Are you kidding me you want this moved a half an inch? I said no …one inch really, she kind of lost it and went on and on about how stupid this is and it is only one inch and something could break and how she doesn’t want to be responsible for it.
I tried to get her to quiet down by talking lower, but she kept talking loudly about how this would cost her around $900.00 to fix, and she can only do it if I split it with her. She kept saying I can’t believe this, for one inch!
I said look I spent $8,000.00 and I am not happy with it. My husband feels the same; we spent a lot of money, and would like it right. She snapped it is right!
(Had she even seen it?-Hal)

She said why didn’t you call right away? I said I told Mark right away and then I explained about my Dad [Passing away] and said I did call only 5 days after you guys finished here. I was a little busy with my Dad’s [Burial] plans to call you right away, and I have been calling each and every week for one month trying to get you to call me back.
(Besides, doesn’t it have a Lifetime Warranty?-Hal)