Bath Planet - Shower Installation Review from Indianapolis, Indiana

Aug 30 Thank you for contacting us and letting us know about your concerns regarding our dealer. Our Corporate Office has spoken with the owner of the dealership to help resolve this complaint. Below is the statement and timeline of events provided to us from our dealer. On March 22, 2016, Mr. and Mrs. Schafer contracted with the local dealer for a new system that would convert their old combination tub/shower system into a walk-in shower system. Our Representative that presented to the Schafer's has been with our company as long as we have had our dealership, thus we are familiar with his presentation method, and feel very confident of his ability to deliver excellent customer service. On March 31, 2016, Mrs. Schafer called into our office upset that no one had contacted her regarding her system. Don spoke to Ms. Schafer, who stated that we were supposed to contact her within a couple of days per our Rep. Ms. Schafer continued to state that we cashed her deposit check. Per state law, as stated on the contract, any customer has a 3 day right of rescission period, where they can cancel their order and receive a full refund. Mr. Lee explained that according to the notes taken at time of purchase, the deposit check was cleared to be cashed so we could order the product, and one week notice was needed to schedule installation, which we apologize for contacting her two days later than we promised. Later that afternoon Mr. Lee contacted Ms. Schafer and let her know that she was beyond her right to cancel the project. Had she have contacted us within the 3 day rescission period, we would have gladly cancelled her order and refunded her the money. We have a 4-6 week turn around on orders because every bath system we install is custom-made at our manufacturing facility in Libertyville, IL. On April 4th, 2016, Mr. Lee completed the Material List on the project, and on April 22, 2016, their new bath system was installed which was the date originally planned for installation and stated on the work order that was dated March 22, 2016. On June 11, 2016, Mr. Lee went to the Schafer residence to complete an inspection of the project and plan to correct issues that Ms. Schafer had noticed after completion. Mr. Lee arrived a few minutes early at approximately 9:25am and was met by a family member to inspect the project, and told the family member that he would call Ms. Schafer a little later to discuss.

On June 16, 2016, Mr. Lee and a senior installer arrived as scheduled to complete repairs on the system as agreed. Unfortunately, both Mr. and Ms. Schafer were a no show. On June 17, 2016, Mr. Lee and a senior installer again returned to residence, and completed all repairs on issues identified by Ms. Schafer. With the exception of the post on this website, our company has not been contacted by Mr. or Ms. Schafer since our final visit on June 17, 2016 so we can only assume that Ms. Schafer is happy with her system, or she would have contacted our company. Once again we apologize for any inconvenience we caused the Schafer’s.