I did recommend you all to my neighbor
The salespeople did not give all the pieces to the subcontractor. We didn’t get a seat in the shower. Had to call sales office and request refund and explanation for missing piece.
Not happy with your methods. First week of the project I received a phone call every day. Then you scheduled another project in another town and put us on hold. Then returned a week later. Very upsetting.
The sales person met with me in May 13, 2023; I agreed to the price and signed the contract along with a check for the partial down payment. The measurement technician came out on May 17, 2023 to be sure that proper measurements were taken; he collected the balance of the down payment and told me that the supplies would be ordered as soon as he returned to the office.
Once the supplies were delivered, Total Bath called and we set up an installation date of June 27 - 28, 2023. A crew of 4 men arrived and the work began. At the end of the second day, as they were leaving, I asked where the shower doors were. I was told that there were no shower doors. I quickly reassured them that yes, I was paying for shower doors. He told me to give the office a call.
I called on July 19, 2023 and spoke to Christina, the production manager. She was unavailable but I left a message for her to call me; she did not. I called again on July 20, 2023 and again left a message at 10:00 a.m. When I had no response by 3:45 pm I called back. Again Christina was unavailable so I spoke with Anna. She told me that the doors were the wrong size and they needed to order "custom" doors but they should be delivered within the next week. She was a bit rude and hung up rather abruptly. So began the problems.
Total Bath is a partner with Home Depot, and on July 31, 2023 my friend and I stopped in the Home Depot in Southington, CT and spoke with a manager there. We explained what was going on. He was very sympathetic and said he would call Total Bath to see what was going on and would let me know what he found it. He called me back the next day and said that Total Bath told him that the doors were going to be delivered on August 2, 2023.
Having heard nothing further, I called Total Bath on August 8, 2023 around 10:30 am. I explained why I was calling and told that I needed to speak to Christina, the production manager. Lo and behold I was finally able to speak with Christina. She apologized for the delay and told me that she had no idea that the hold up was, she didn't know what was wrong, but that they were expecting delivery the next week. She said that I would be notified ASAP to schedule the delivery/installation date.
In the meantime, I also told both Christina and anyone I talked to that when the doors were installed, to please send someone to straighten the toilet tank - it was quite slanted - and to tighten/reseal the vanity faucet as I could twist it by hand. I was assured several times that this had been noted and that it would be corrected.
On August 18, 2023 I called back around 3:00 pm and asked to speak with Christina. I was transferred to her phone and got her voicemail I hung up and called right back. I asked to speak with a supervisor or someone who could tell me what was going on but I was told "Christina is the production manager. If she didn't pick up she's not at her desk." She asked if I wanted to leave a message and I replied no, that she was not really good about returning phone calls. I also explained that since it had now been 7 weeks since the original installation and that i was making payments on a bathroom that I could not use, I was past being annoyed and understanding and wanted some answers NOW. The woman responded that she was very sorry, understood my frustration, but that i would need to speak with Christina. I said that it didn't appear that that was going to happen so I'd just file a complaint instead. She offered their email, and I responded no, thanks, I had it; she replied "Have a good day" and hung up.
In the meantime, I sent an email to Total Bath explaining what I needed to be fixed so that they would have a record in writing; their only response was a generic email thanking me for my interest and asking me to call to set up a free in-home consultation. I received and email and about 3 text messages for that.
I have lost track of the date, but sometime around late August I called Total Bath again. I asked for Christina, but was told she was unavailable. I explained who I was, and the response was, "Oh, you're calling about the shower doors." Oh, yes I was!! She replied that the doors were going to be delivered that Friday and asked when I would like to schedule the installation. Needless to say I was quite surprised, but we scheduled the installation for Friday, September 1, 2023 - 9 weeks after the initial installation. I reminded her of the toilet tank and faucet issues, and she said that it was noted and that she would call to confirm on August 31, 2023. I replied that I would not be at home that day and asked her to please call my cell phone. She took my phone number and said that they would be in touch.
I was away from home all day on the 31st, but had my cell phone with me - I never got a call. Imagine my surprise when I got home and found a phone call on my answering machine confirming delivery for the next day! So glad they paid attention,
The installer showed up on time and I asked was he going to fix the toilet and faucet as well? He explained that he didn't know anything about that - he was only told to install the doors. SERIOUSLY??? What is wrong with Total Bath????? At any rate, the doors were installed, he did make the repairs, and that was that.
Total Bath was rude, inefficient, seemingly incapable and terribly unresponsive. I will NEVER recommend them to anyone. EVER. As for the production manager, she could be let go - they'd probably be better off.
It wasn't what the salesman said it was going to be.
great contractors, finished in one day and replaced the toilet that was broken during tub install
my complaint is not with the contractor who did the work it is with the company itself and their responsibility to the customer.
I would recommend with improvements in communications. Not a total negative.
The work that was done was excellent the installation team was very professional.
Customer service is awful!!!
Workers on site were great. The office never returned my call when the ordered shower head was not used
It’s taking almost 4 months to get my project fixed
They were knowledgeable, showed up on time, were clean, answered questions, and called me back when I thought we had an issue.
I would recommend them to a friend.
The work was eventually completed satisfactory, however it took almost a month for "issues" to be rectified.
I filled out a paper survey when the job was completed. Please stop bugging me. Job was perfect in every way!
Extremely knowledgeable service with assistance that went above and beyond
The gentlemen that were here were very efficient. They were very cordial with myself and my wife. The were very professional at all times.
I was definitely impressed with the quality of the personnel we were exposed to during our bath conversion. I thought they were a real quality company. They answered all our questions. We had a few questions after the installation and they came out and did a fantastic job. My wife and I were both pleased.
I am very pleased with Total Bath Systems, I would definitely recommend them in the future.
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Each item listed under "Customer satisfaction" represents a specific question asked by GuildQuality to customers of Total Bath Systems LLC as part of our survey process. The bar graph and percentage next to the question stand for the percentage of respondents that were "Satisfied" about that particular question.
A customer is considered satisfied about about a question if they answered with 4 or more stars out of 5. For example if the "Communication" question is at 95% satisfaction that means that 95% of survey respondents answered that question with 4 or more stars out of 5 possible stars.More about surveys