Complaint / review text:
Bath Fitters came to my home, inspected my bathroom and told me that they could just reline my tub. The salesman was very thorough in his presentation. I agreed to the installation and the cost. A time for installation was scheduled. The installer was a very nice man who began the installation by pulling up my drain. He informed me that I had an old kind of tub/plumbing and it would cost $200-plus more to deal with that. Then, he said a while later that the way the overflow and drain worked, he could not install the tub liner. He said that the only way this could be done was if everything was pulled out, etc. He said he had not seen this kind of tub before (I live in a whole area of older homes). He had the plumber on the phone who said that it was unusual. At that point, I said that I did not have the money for a whole tub job much less a total redo. Then, he said that he didn't think he could get the drain back in, but then he said he did.
Next he said that I could not get a refund on the $300 deposit. I really kicked up a fuss over this as they had seen my tub, etc., and I had made the deposit in good faith - that the work could be done as agreed - even with a little more plumbing work (clearly this installer was not a plumber, however). After "going to the top" in the local office, I did get my $300 refunded. Then, about three weeks later, I started getting water from this bathroom down through my kitchen ceiling. Long story short, when I got a contractor that then did pull out the whole tub to also replace the surround (had to take money from a retirement fund), they discovered that the bathtub drain was not connected and had silicone around it.
The installer had not attached to the plumbing at all. So, even if they tell you that they can do the work on an older home with newer plumbing (my home is 100 years old, but my tub was 50 years old; I know this because it was my parent’s home), they do not know about plumbing and are not reliable in regard to their repairs. I think different Bath Fitters locations can be different, but watch the fine print regarding how they deal with your plumbing! The cost went from $1,200 (Bath Fitters) to $4,000 for the bathtub because now the surround is an issue. It remains to be seen if my kitchen ceiling needs to be replaced (can't be partial because a lowered ceiling tile does not exist anymore).