The following complaint was filed with the BBB in the fall of 2009 after countless e-mails and phone calls. Luxury Bath ignored ignored all requests and complaints and my shower will need to be replaced as mold is coming out of the bottom where the grout has peeled. This company is THE WORST! I wish I had researched them on "usacomplaints.com" prior to signing the contract! Atthe beginning of July (right around July 4th) I had a replacement showerinstalled by Luxury Bath Systems of Salem, NH. My first complaint is in regards to the installation itself. I live in a log home and our bathroom istongue and groove pine boards. Ratherthan remove them neatly, the installer cut and broke the boards on one side, sothat I would have to re-do the entire wall to fix it. It looks horrible! The next indication of aproblem was when I went to hang the shower curtain the day after theinstallation. I discovered that the showerrod had been installed too low (approx. 4") The installer, "Joe", had asked that if I had any problems, I call himdirectly. He explained that Luxury Bathwould only contact him anyway, so he wanted to "cut out the middleman". He also told me that, becausehe had installed it, he would have to perform any repairs. So, I called his cell. I left numerous messages. More than a week later, he finally did callme back and said he would be out to fix it the following day. He never showed. I then began calling the Luxury Bathoffice. I was told each time that theywould get in touch with him and have him call me. This happened too many times to count. At the end of August, I finallyreached the owner of Luxury Bath, Joel Salvatore. He apologized for my frustrations and saidthat Joe would be out on Monday to fix the rod as well as the caulking that hadbegun peeling away from the shower walls. (He told me there was nothing they could do about the wall) Joe did comeout the following Monday. He repairedthe caulking (sloppily) but told me he did not have the materials he needed tomove the shower rod. He said that thetruck with the materials would be in on Wednesday and he would be back onThursday. Thursday he called to say thathe would be there in Friday. He nevercame and never called. I spoke with Karaat Luxury Bath that Friday at 5:00 pm. She said he might be planning on coming out on Saturday, but she wasunable to reach him to confirm. Aftercalls to Luxury Bath again went unanswered, I e-mailed Joel on Sept 16. He told me that Joe had told him Icancelled the Friday appointment.inever cancelled an appointment with them. He also told me that he didn't know how Joe was going to move the rodwithout leaving holes in the wall. I sent follow-up e-mails on October 28and November 5, to Joel, which went unanswered. I have continued to call approx once a monthsince that time. I have never received acall back... I did speak to a secretaryonce (not Kara); she knew of my situation, but all she could tell me was thatJoe didn't work there anymore, so she didn't know who would be doing therepairs. Theproblems that need to be repaired are the shower curtain being too low, thecaulking which continues to peel, and the tongue and groove pine wall. Mybiggest frustration is the lack of attention these people showed to customerservice. They didn't want to deal withthe repair, so they just ignored me! Iwill say that they were VERY attentive during the purchasing phase of our"relationship", which just added to my frustrations when I neededassistance. Also, another frustration is that I chose this company because it was a small, localcompany. I wanted to give the job to a"neighbor" rather than a big corporation. I feel that backfired!
Finally, I would like to state that this bath system was not installed foraesthetics. My husband was in thehospital after undergoing a double knee replacement. One of his knees became infected and he washospitalized for several months. Everytime I had to spend the day waiting for the repair man that never showed, ormaking phone calls that were not returned, was time away from him and hiscare. Having this shower installed was afinancial hardship, but a necessary one in order for him to eventually comehome.
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