Bath Fitter

I have been using Bath Fitter for the last 30 years and have relied on them for excellent quality, warranty and customer service. We recently renovated our main bathroom and once again relied on their service and quality product. Unfortunately we were not as lucky this time as our Sales Rep Jag really let us down in quality and trust. There were signs that he may not be as good as other reps as he was the only rep that took a week to get his pricing to us after the initial consult. What is so disturbing about our experience was that during our consult we expressed how much we loved the quality and was the main reason we wanted to go with Bath Fitter. The day prior to the install I reached out to him to make sure we were still on schedule. He advised me that the office would be calling sometime during the day to advise what time they would begin. He mentioned he was heading into the office shortly and if there were any issues someone would be in touch. On the morning of the installation the installer called to advise he was running late as he was trying to get all the product together for the job. He advises that the grab bars sizes that were ordered did not arrive and the bar that the rep picked up only had very small screws that would not work. He worked until about mid afternoon but had to eave as he was still trying to piece together what was required for the job. The next morning when he returned he saw that the tap that he put in the day before had sprung a leak. He advised me that instead of installing the moen or Koehler product Jag insisted we would get he provided a very poor builders grade called Mainline. The installer expressed his concern over the tap and advised that the company does not even use this brand today. I texted Jag to let him know that there had been some issues with the install like not having the proper size grab bars and the poor quality tap. His response was to send me a picture of the work order he did for the job as well as to point out he did his job on time . He never once offered to assist me but only to express that he did his job correctly. During the rest of the day he never called me to explain the steps that were being done to complete my job. Through the installer I learned that there would be Moen taps delivered and the installer would replace. When the product arrived the shower head was not as ordered so our rep advised the installer to use the Moen tap controls and to leave the Mainline shower head in place. When I reached out to Jag to advise him that I would not settle for the round head I even provided him the Home Depot store that had the correct shower head in stock. I did not hear anything from him for a number of hours but when he did respond his comment was so you want the shower head? Jag let us down at every opportunity. All he had to do when I first reached out to him was tell me he would look into the issues I had and get back to me with how he would make it right. He never did and his only concerned he did his job. Unfortunately as a rep your job should not be done until the job is completed to the specs agreed to be all. When you claim to sell Quality and sub a very poor product with out advising the customer it is simply wrong. When this gets discovered it erodes all trust! I love the quality of Bath Fitter but advise anyone using Jag to RUN AWAY and get another rep. In sales CUSTOMER SERVICE is absolutely everything and he has no concept of this.

We had Jeff come out yesterday to install our new bathtub and shower surround. What an amazing product and we could not have had a better installer. He took the time to explain everything to us and the room was left exactly how he found it. Excellent workmanship and product. Would highly recommend them!