Luxury Remodeling & Bath

I give them no stars as they took my down payment and ran. I am suing them and plan on filing a criminal complaint as we. The are habitual predators. BEWARE

I’d give zero stars but can’t. I called this place asking to see if they could come out and do an est on fixing my Jacuzzi tub. The owner happen to be there and I spoke to him briefly, he said he’d come by that Thursday at a certain time. Come Thursday, no one shows up or calls. I call the next day, the receptionist says she can send another tech, and says she’ll call back with a date/​time. No call again. I called back the week after, same thing, no results. The week after, I call again, receptionist says the owner got hurt and was out but I doubt this as she didn’t say anything about this the week before. I gave them one more chance but gave up and went with Tubmedic, who took care of my problems immediately. Never again will I wait for horrible service.

They call to «confirm» the appointment after the Sales person «guarantees» your date/time…which turn out to NOT be the same day/​time. The day comes and NOBODY calls… finally reach them around 11am. When they say it will be 1 day, maybe part of two they mean THREE days. They will try to charge for «extra» work and when you ask them several times to call you to discuss it… they won’t. The Manager will actually start shouting at you, especially if your a women… he will want to deal with «the man of the house»…the Asst. Manager will NEVER call you and the Salesmen will say whatever it takes to get your money. The Office ladies and the technicians are nice and I felt bad for them working with such incompetent people. They have no back up systems for when someone is sick or out for the day… so the technician is unaware of what he’s supposed to do. They don’t find out until the day OF your appointment. Also, the Manager will tell you that if it’s not written on the contract they are not obligated… when I pointed out that the «extra» costs he was trying to charge us aren’t on the contract either I was told «Well, that’s different» — Yeah different because it apparently applies to them to charge more but not for the homeowner who wants to pay what they were told «in the contract». And yes, Ken — a «verbal contract» is legal and binding. The salesman will tell you they will take care of EVERYTHING they find when removing your old bath… but that’s not true and that’s where the extra cost will come in to play. They also left such a WIDE 3″ band of caulk that we had to sand the edges of the wall to paint. I did tell the manager about this… but again, we have never received a call from Ken, Leo or the salesperson to date. Also, they dented our flooring, chipped the inside of our sink and didn’t caulk fully around the window. They will also make a mess of your home taking things in and out… I cleaned thoroughly and yet I STILL am finding shards of metal from the old tub in my carpet, etc. So, although it was easier to have it done in such a short time… be aware of these issues… Put EVERYTHING the salesperson tells you will be done in the contract!!! If he won’t add it then don’t give them your money. OH, and although the Manager will tell you the salesperson and the technician have NOTHING to do with what you are being charged… those two are in charge of collecting your money/​payment. I would rate them higher if they had people working in management that understand the concept of working with clients and not making excuses (someone was sick, the «salesman would never agree to that», etc.) and just admit when they are wrong and/​or be willing to compromise with clients for a win-​win situation… but sadly they have very untrained management staff… it appears the lower the level the more kind and helpful and understanding their employees were… Maybe you could learn something from them in turn. It is NOT acceptable to not call a client when your tech is late or a no show — fill in the client, it is not acceptable to not return phone calls within 24 hours (or NEVER), it is not acceptable to be condescending — people are spending their hard earn money and allowing you into their homes… that is very personal to people… you need to keep that in mind. Be more willing to admit that someone should have called, they shouldn’t have made promises they can’t keep — be willing to admit issues rather than immediately start making excuses — nothing is more sincere than the truth — good or bad. It’s more genuine and compassionate. Be more willing to work for a win-​win outcome for both parties… it is possible and will serve you well in future accounts. Also, be sure the salesman tells people the LIFETIME GUARENTEE is not with Luxury Bath but with the manufacturer — the salesman neglects that aspect and promises things you, as a company do not — because he wants to commission. People will be less upset if your honest and tell them three days versus one… people are always happy if something is done early — but never when it takes longer and let your techs know what their schedule is for the week (at least try), be sure managers, asst. managers change their voicemail directing techs or clients to someone else if they will be out sick etc… simple things I know… but important things nonetheless… THIS IS JUST MY OPINION…

They like to no-​show for their appointments. They then started to repeatedly call two days later to reschedule. Needless to say, we didn’t really want another appointment but after the constant calling we caved (they started leaving pestering messages about not calling them back, making us feel like the bad guys). When the day of the appointment came we waited for 30 minutes and no one came, so we went out to lunch. Got back home to a lovely handwritten note taped to our door scolding us about wasting their time, driving all this way, and in bold letters how they were here at noon for their noon appointment… NOT! So if you want a customer service oriented company… look elsewhere!