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Source: http://archive.ohword.com/blog/340/dear-home-depot-re-bath-of-connecticut
March 19, 2010 - content has not been altered. Comments posted follow the complaint. We have included some of the comments because Heidi Seyler of Re-Bath Corporate responded. Not all the comments are included. Presentation has been reformatted to exclude advertising and to improve readibility.


Jul 18, 2006
Dear Home Depot & Re-Bath of Connecticut · by Rafi Kam

This is a message for Home Depot and the bathtub reftting company ReBath regarding the late and ultimately botched work you did at my home last year. This is the case I’ve been given the runaround on by your customer service people for nearly a year now.

Give me at least half my money back (re-opening my customer service case and an apology would be a good start) or you will see me turn into Your Own Personal Jarvis.

Sincerely yours,
Rafi Kam
rafikam at gmail


Comments for "Dear Home Depot & Re-Bath of Connecticut"


1. WHEN CUSTOMERS COMPLAIN THE HOME DEPOT DOES NOT CARE! THE HOME DEPOT HAS NOW INSTALLED 3 ROOFS ON MY HOUSE IN THE PAST 10 MONTHS AND DID OVER $1,000.00 IN DAMAGES. MY CEILING HAS BEEN CRACKED SINCE 3-29-06 AND STILL HAS NOT BEEN FIXED. YOU CAN VISIT MY WEB SITE AT http://www.freewebs.com/myroof

THANK YOU
DON WENZEL
OXFORD, MICHIGAN

- DON WENZEL Jul 26, 04:32 PM


2. Thanks for this insight regarding Rebath. I was just looking into using them, as I received a flyer in the mail and took a look at their website.
Your blog has made me reconsider. Thanks,
Karen

- Karen Sep 17, 11:41 PM


3. Good move Karen.

I'm going to post the more of this story this week. Including how Rebath contacted me because of this post but then still failed to do the right thing.

- Rafi Sep 18, 02:51 PM


4. I was seeking info on Re-bath & saw these enries regarding Home Depot problems. It reminded me of the poor carpet installation Home Depot did at our home & would not fix, claiming they had no record of that purchase (yet they had earlier records of our other carpet purchases from them. I will not explore Re-bath & will try to find a reglazer. Thank you.

- Susan Huwer Sep 19, 03:16 PM


5. Dear Mr. and Mrs. Kam,

On behalf of Re-Bath of Connecticut and Home Depot, I sincerely apologize for any inconvenience you may have experienced in regards to your installation. When you first brought your complaint to our attention in January of 2006, we worked diligently to resolve the issue with you. It was our understanding that a mutual agreement was made to provide you with a $200.00 Home Depot gift card. The agreement, and release of further liability, was mailed to you on February 6, 2006. We never received any further communication from you either declining our offer or confirming final acceptance.

When we came across the above blog, we contacted you immediately to discuss the issues. You informed us that you were no longer living at the address where the installation had taken place. We again repeated our offer, but at that time, you chose to decline and asked for half of your money to be returned instead. We feel the nature of the problem did not justify a 50% refund. Additionally, the misunderstanding involved a dispute over extra work you requested be performed after the contract had been initiated.

Our offer from February still stands. Should you decide to accept the offer of a $200.00 gift card from Home Depot, please contact our corporate office.

Re-Bath LLC has completed over 1,000,000 installations in our 25 year history. We have a long & successful track record of providing quality products & services to customers nationwide. We are committed to doing all we can to delivery a satisfying bath remodeling experience.

Sincerely,

Heidi Seyler
Re-Bath, LLC

cc: Mr. and Mrs. Kam (via USPS)

- Heidi Seyler Sep 21, 03:10 PM


6. Nice try Heidi but…

Rebath's installation manager Mike told us before the job was properly completed that we should definitely be due a refund for the fact that the initial install was screwed up and that it then took Rebath 3 months to "fix" the problem.

Once it was fixed the end result was a wall which did not reach fully from the ceiling to the floor as we had paid for in the initial contract and which you must have assumed you were going to be installing because you removed floor moulding there. The $200 is an insult. We didn't get a floor to ceiling wall… the wall was inches short of the floor. So the base for any discussion before a refund should be the less expensive 3/4 wall that we could have taken.

The job which was first done improperly in in June of 05 left us without proper use of our bathtub for that entire summer. We called Rebath of CT for support during this whole process but were constantly blown off when it was time to discuss a refund so in September of last year we took your own employee's advice which was that we better ask Home Depot for the refund because we weren't getting it from you.

Home Depot was supposed to mediate a negotiation with Rebath in December (before you even claim I called about this) and I waited on a conference call with my Home Depot customer service rep for quite some time but she couldnt reach Rebath.

Yet magically in early February she closed the ticket even though no negotiation had taken place. I now believe this may be because I had mentioned to her that we were moving. Because at that point she stopped returning my calls.

As you already know from our conversation I never received an offer of anything from Home Depot (would have turned down a $200 gift card anyway).

When you called me it was because you didn't like this page showing up on rebath's google rankings. The first thing you said to me was "how can we get this offline"

In our conversation, you did a good job of seeming like you were listening and assured me that you would see what you could do and call me back within a few days. It took two phone messages, about a month and ultimately me mentioning in a voicemail that I will post about this again for you to finally call me back. A nice symmetry with the rest of this whole experience on the broken promises about getting a call back!

So I'd like to respectfully disagree with your statement. You will not do all you can to deliver a satisfying bath remodeling experience…

from my experience you will screw up measurements twice - once on the cutting of the wall and once on selling the more expensive floor to ceiling wall when you can't even reach from our floor to ceiling. You will take about four times longer than stated at every piece of the process - sales guy stated a few weeks, first installer stated a few weeks, 2nd installer stated a few weeks - so that a bathtub remodeling ordered in early april is finished 6 months later, has caused damage to our bathroom and ultimately doesn't deliver on the original order of a wall that reaches from floor to ceiling.

The fact that we don't live at the house is irrelevant because we were told there was no way you could deliver a wall that did reach from ceiling to floor. Why then are we paying full price for one? And why did it take 6 months and damage to establish that?

You know what Home Depot can do with their $200 gift card. Also very nice of them that they haven't returned any of my calls after they chose on their own to close this case in February …. Including when I called them just last week.

- Rafi Sep 21, 03:36 PM


7. What extra work are you even talking about? When we wanted the damage to our wall and floor moulding that you had caused fixed?

That's a piece of the puzzle but don't make it sound like there's some extra work that we requested. There was only one job ordered. Fixing your damage should be expected, no?

- Rafi Sep 21, 03:40 PM


11. I am in the middle of a REBATH NIGHTMARE. My shower doesn't drain, the walls are coming unglued, and the fix was to drill groves into the floor. Now I have cracks in the floor.

- kay Oct 26, 02:13 PM


12. Thank you for this posting. I am no longer considering Rebath as a vendor for our multiple bathroom remodeling projects. Mistakes happen, but there is no excuse for poor customer service.

- No longer considering Rebath Nov 3, 11:10 PM


13. Thanks for the info about Re-Bath. I was going to try to persuade my mother in law to cover up, rather than replace her avocado green bathtub. But after reading this post and others (Ron Goldman's)it is pretty clear that Re-Bath does not have a handle on it's franchisees. Woe unto them in this day and age when a bloggers post about poor treatment can be seen by anyone doing a search for their company name (like I was doing). I called Re-Bath yesterday to get set up a quote and the person on the phone was VERY evasive. I asked her what the price range was for covering just the tub, and she kept insisting that she would have to send a salesman to the house. Fine, I said, we will get to that, but if your starting price is like $3000 I don't want to waste your time. She would not answer my question, and started getting nasty with me. I warned her that I would hang up unless she could give me a straight answer. She didn't. I hung up. Fortunately when I did a google search for Re-Bath, this blog showed up and the price is now irrelevent. I hope the good folks at Re-Bath are listening. For all the reputable installers out there (and as a small business owner I sympathize with you) perhaps you should pressure Corporate to be a little more proactive in resolving lousy installs. Good luck to all. Scott

- Scott Jan 12, 11:09 AM


14. Letter to Re-Bath! A lousy customer service!

Dear Sirs:

I have had a very bad experience with the representatives of your company in Florida. It went that far that I called the deal off and I am not interested in your product anymore since customer service was more than ridicules!

On October 23, 2006, I signed a contract with your representative Julio Onde in Florida. He was very eager to sell his product and promised a lot of things that turned out to be impossible and simply lies later on.

He for instance told us (me and my neighbor since we signed the contract the very same day) that we may use the bathtub for a shower with no problems at all a couple of hours after installation. The guy who installed the product in my neighbor’s house advised her not to shower for 48 hours what means 2 days! Absolutely unexpected and unacceptable!

The contract said that my installation will take place before Christmas and Wayne definitely called me before that for the installer’s appointment at 8 a.m. in the morning. I cleaned out my bathroom and got everything ready for the job. At 8.30 in the morning that very day, I received a phone call from Wayne (Florida office location) with an apology that he just realized that the wrong bathtub was delivered for me! I had taken this day off in order to be home and available for the installer. I am an independent contractor and I skipped a job for that reason! So, I lost money!

Wayne told me it will only take another week to get the right bathtub for me but I never heard from him again until I started calling from January 8 on. The Florida (305-225-2228) number says on the recording that they would be available from 8 to 5 but I always received the recording during these business hours. Mary called me back eventually and left a message. I finally reached her and talked to Wayne and he wanted to start telling me a big story about what had happened with my bathtub. I was not really interested at all since it was almost the middle of January already and I had not heard from your company after all these promises at all! So, I told him I would not be interested in a product of such an unreliable company anymore at all and that he should make sure that Home Depot will get the money back on the loan and that I DO NOT want to receive any statement from them again. Wayne promised that to me. I will see if he will be able to keep at least this one promise!

Your sales representative Julio Onde was emphasizing his customer care and circling his cell phone number on his business card begging us to call him with any problems. He always would be there for his customers! Well, I called him and left 3 messages within 3 days, he has not returned any of my phone calls as of now yet! So much for your reliable sales representative in South Florida! Just people with a big mouth trying to make a great commission on sales but no service behind!

I am pretty powerful in my community and I create web sites as well and I know how to influence people regarding their decisions for or against a company. You will certainly not be on my favorite list at all – quite the opposite!

Sorry, but PLEASE change your rep’s to real, honest, and caring people – just eliminate liars!

Thank you very much!

Best regards,

Kerstin

— Kerstin Jan 13, 02:27 AM


15. I was also considering Rebath as an alternative to having my bathroom remoldeled. I have just recently seen the adds that they have a an office in Pensacola and Ft Walto Beach Florida. Now that I have read your blog, I will not go any further with my Rebath research. The comments that they made above, sounds just like what a large corporation would offer 200 dollars blah blah blah FIX THE PROBLEM!! Don't insult people!

- Doug Jan 21, 09:32 PM


22. I also have a nightmare story about Rebath and Home Depot. Materials ordered in July…today (Feb 8, 2007) they are here for the 7th time to "make it right." Walls cut short…caulking poorly done, and re-done. Hey! Like RE-bath!! The commercials for ONE day installation are a joke. And they don't come cheap. I agree with all the previous comments. I took 3 vacation days to be present for the installation.. Guess my time isn't as valuable as theirs. Why don't they work nights or weekends??? And Home Depot backs Rebath all the way. They should pay ME for my time, and aggravation.

- Kathryn Speziale Feb 8, 10:22 AM


# Dear Heidi
Re-Bath Damage Controller

YOUR REPLY - OR A PORTION OF SAME - noted below is the pure and simple dribble that RE-BATH uses on ALL customers who feel they were screwed.

CHARLE CRIDER (or SCREWEDER) of the ALBUQUERQUE "RE-BATH" FRANCHISE came to my home several months ago. He is out of the 2426 WASHINGTON NE., Albuquerque, NM 87110 'so-called store'.

The MOMENT this 'man' could see my wife and I were NOT ABOUT TO SIGN A $22,500.00 contract "ON THE SPOT", he packed his cases and samples and was OUT of our home in five-minutes. He was RUDE RUDE RUDE! Plus his cheap COLOGNE STUNK UP OUR HOME! I NEARLY PUKED! He smelled like a male whore!

In addition, as he exited our home, one of his 'cases' tore a BIG opening in our screen-door! He didn't even flinch - he simply kept his over-weight buttox moving towards his vehicle! The man IS a full blown idiot!

Now as far as your products -- PLASTIC LOOKING -- OVER-PRICED JUNK! I do not care how many awards you have received - nor from where they came. This CRIDER (MISTER STINKY)character was all, "best this - best that - other companies are inferior - our product will stand the test of time" BULL!

Defend Re-Bath all you want Heidi -- the fact remains that the job you address HERE was done in a amateur way! Your saels-staff (CRIDER IN PARTICULAR) are liars who do not deserve to be seeling DEAD animals food, much less HOME UPGRADES!

POULIN DESIGN REMODELING / RE-BATH and HANDYMAN are ALL FRANCHISES owned by the same money grabbing idiot!

YOU DEAR LADY (and I use the term with reservation) OWE MR AND MRS KAM AN APOLOGY AND A REFUND! They bought whta they felt was a good product. It turned out to be JUNK JUNK JUNK!

Your $200.00 GIFT CARD is an INSULT! It is a piss poor amount not worthy of consideration! You should be ashamed! How does it feel to be a corporations professional damage control officer?

In the NAVY we call such individuals, 'political prostitutes'! Anything for a buck!

NOT to call you ANY FORM OF SEXUAL TOOL -- but to simply express how YOUR POSITION IS ONE STEP ABOVE THE SAME!

May you rot away in one of your own RE-BATH JUNK PRODUCTS!

- James R Houghton Apr 3, 05:52 PM

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