If I could give ZERO stars I would - DO NOT USE THIS COMPANY FOR ANY REMODELS.
I have reached out to both Better Business Bureau of NC and Attorney General's Office of NC and am consulting with attorney now.
The company in this story is Bath Fitters Garner NC. *******899.
The Manager is Cole, cell # *******749.
March 2023 – the salesman, Andrew Ward, came out to look at our project and give us a price. Andrew took a minimal amount of pictures, gave us a price and we gave him a 20% deposit.
April 6th, 2023 – we were contacted by their office personnel to schedule the install. My husband took the following Monday/Tuesday off because they guaranteed in writing and over the phone, and in their commercials, that it was a 2 day turnkey job.
April 10th, 2023 – my husband takes two days and the first service man arrives around 8 a.m., walks in our home, looks at the bathroom and says directly to my husband "I can't do this" and says it will cost you more money for me to come out here again. My husband tells him to leave our property and calls their office and speaks to Cole the manager. Cole is to return my husbands call this afternoon.
April 11,2023 – my husband then goes to their office to speak with Cole in person due to Cole not returning his call as promised the day before. Cole has no excuse but then proceeds to get another service tech from another state on Facetime with Cole and my husband and this tech says he can do the job and he can be there on May 1,2023. Mind you at this time, my husband has explained several times that my parents will be in on May 9 and this HAS TO BE COMPLETED and usable by then because they are in their 80's and need a walk in shower and grasp bars for stability.
May 1,2023 – my husband takes two more days off to meet with the new technician. He begins the rough in (knocking out old shower / tub) and then on day two, he THEN realizes the pan he has for bottom of shower is wrong size so he has to order that and will be back next week.

At this point my husband is out of days off so I take two days off starting Monday 8,2023 so he can finish up, clean up and get final inspection. This service man was too busy taking other calls all day from whoever to ever ask me where I wanted the grasp bars placed in MY shower and he does NOT clean up the bathroom after completing the job nor does he caulk the bathtub faucets and grasp bars so my husband had to stay up until 1 am the night of Monday May 8,2023 to ensure everything was completed for my parents to come in on Tuesday May 9,2023.

We took a total of 6 days off after we were told the job would only take two days total. This is most of our reason for the dispute plus the shotty workmanship, disregard for our home (cleanliness that was ignored) and bad finished product.

We then started calling Cole about all the issues. At first he said they would give us $2500 refund and doors for our new shower install. We declined on the premise that we do not want this business back in our home ever again with the shotty work and unprofessional workers that represent them. He then advised, after several phone calls and text messages, that he could raise that to half total refund which would be $4500.00. We said we could live with that. We have been playing cat and mouse since that time (June 2023). He says "the check will be in Friday" about once every two weeks and that "he will call or personally deliver it" when it comes in and never calls or delivers. Then his excuse is that the check is stuck in Canada because of personnel problems. I do not even believe he has an office in Canada and know for a fact that he is just blowing more smoke around to not face us or pay us what he verbally and text us stating he would pay.

Cole is completely full of excuses and this has been going on for 4 1/2 months now. We are begging for the end of this disaster.

I created two showers on line and almost immediately received a phone call to set up a time to have a sales rep come to my home. John Richardson called me to confirm the date and time, he wanted to make sure my husband would be there, first mistake, as if I am not capable of making any decisions for our home. John arrived, relayed his sales pitch, surveyed and took photos' with his tablet. Led us to believe his tablet really did survey the walls and told me, not once, not twice, but three times there was no water damage behind my wall and that my second bathroom had no issues! I wanted to make sure because I knew there had to be some type of issue because as I explained to him the pipe had froze, I had capped off the hot water because it was leaking. We were told that both bathrooms would be completed in one day, this was a lie. John told us there were two pieces, the floor and the walls, this was another lie. The installers arrived, the second bathroom had water damage and couldn't be completed, John was called and he never admitted to what he had told both my husband and me. Nothing was going to be done, that bathroom needed to dry out. One of the workers told me that he was told to just install the bathroom and not to worry about the mold starting, he couldn't in good faith do that. The first bathroom was completed, but with three parts, the shelves are not part of the wall they are added. Once I was able to use the bathroom I had no hot water. I was accused by bath fitters this was in no way their issue. I had my HVAC folks come out and told me that they must've crossed the lines. Bath fitters came back out to complete the second bathroom and to figure out why I had no hot water. My son, who is a contractor, had to explain to them the issue. They capped my cold water off and didn't create a line for both the hot and the cold separately causing the water to flow together. This in deed was their fault. I later found out they are not plumbers, do not have pluming license, but told me they didn't need to be. They turned off my main water supply, they touched my pipes they put in new fixtures and extended my lines, they need to be licensed plumbers to at least turn off the main water supply in my street. Once they corrected the hot water issue I didn't have water pressure in my home. I asked them to leave and I told them I would hire a plumber to find out the issue. The plumber informed me that one of the valves under my home wasn't turned on all the way, no way to prove it was them, but I didn't have an issue before. After spending more money than they deserved for one bathroom. Not having hot water for three days. Spending money on a plumber, along with my time, my three dogs sanity, let alone my own sanity, Bath fitters will not be completely the second bathroom. The exhaustion of trying to talk to some one in management to get some type of compensation for all this was ridiculous. I was told they are all franchisee, this one was from Indianapolis. I was told I would receive $1,000 per bathroom if I had the second one done. I am still waiting on the $1,000 for the one bathroom. I will shout from every source to let people know how horrible this company is run.

Had my shower redone in my bathroom and Shawn Brock, Branch Manager of bathfitters in Wilmington, NC didn't like the survey answers I gave. He replied to my survey and said when he came to my residence for my inspection, I said I loved the shower and he said it didn't take 4 to 5 months as told to me by Danielle, office person, but took a total of 10 wks. Well to make a long story short, It took 10 weeks because I said I wasn't waiting 4 to 5 months when promised Sep by the salesman. I kept calling and they came in 10 wks had I not called it would have been 4 to 5 months. After receiving his email concerning my survey, I called the office and Shawn answered the phone and was not nice and as I was talking he hung up the phone. He was nice until you get the product and they get paid but because I didn't give 5stars, he emailed me being sarcastic. My parts are lifetime warranty. Hope I never need to call them because of Shawn's behavior. Can't believe they charge so much money and sell you on buying it then can turn around and be rude. I reported him to the Corporate office and will definitely make sure everybody I know never do business with Bathfitters from Wilmington NC ever! I am glad I took pictures of before and after. It looks ok but nothing like Richard the salesman said or like in the magazine shown to me. The Survey I filled out was my opinion and Shawn didn't like it. Well I feel as a customer, I have the right to say what I experienced and feel. Stop sending out surveys to customers if you don't want true answers. Hanging up on a customer whose home you may have to go back to for a problem is not cool. If any problems, Shawn Brock isn't allow to come back to my home EVER. Hopefully the Corporate Office will send someone more Professional and not email the customers with an attitude who gives them less than 5 stars. I can see if a problem arises in the future, I will have to contact an Attorney. I have pictures before, during and after. Not worth the money and certainly not worth the "SARCASM" only from Shawn Brock who is a Branch Manager of Bathfitters. People be ware Please! These people are using COVID as a farse to delay your work 10 weeks or more but in reality, they don't have enough people to do the job which is why it is a 2 day job instead of one.