Complain about a product or service

Bath Fitters

Lorraine of Fairview, PA September 24, 2007

Lorraine of Fairview PA (09/24/07)
I was working with the estimator and decided to go ahead with the installation of a new tub, wall and ceiling. The downpayment was 850.00. However I wished to wait 6 or so weeks before having the work done in my home. She asked me for a small deposit to hold the date. SO on 8/16/07 I signed the contract and gave her 250.00 to hold the date of 9/25/07. She assured me products do not get ordered until the full deposit is paid. I called the estimator on 8/28/07 (7 business days after I gave her my check) to ask for my deposit back and that I had to cancel the installation for an undetermined time due to unforeseen circumstances that had occured.

SInce I had only paid a small deposit to hold the date, I did not think that would be a problem. She said she had to talk to admin. Two days later she called to say they had ordered my tub and I could not get my deposit back. I demanded to talk to the owner. Sue Leonard called me back the next day. She said my tub was ordered weeks ago, which was not possible since they only had my check for 7 business days. I explained the small deposit to hold the date only, but she did not want to hear that. I asked for the purchase order and date it was ordered and delivered. She refused to give me that. Had the estimator not asked for the small deposit to hold the date, I would not have given her a deposit or signed the contract until the first week of September, and would have avoided all this.

I was mislead by the estimator regarding this small deposit and I requested my deposit back from Ms Leonard. She was rude and not willing to discuss the situation or negotiate returning some of my money. I am a single person and that 250.00 is alot of money to me.

The company responds:
In order to maintain our customer's good will, we returned her 250 deposit to her on September 29, 2007.

We believe that there was an unfortunate misunderstanding between Ms. L and our staff. While we will occasionally take a less than full deposit to reserve an installation date and give our customers time to move funds around to complete the payment of a full deposit, our contract clearly states that it may be cancelled only within three days of signing. Ms. L signed the back of her contract that carries the Terms and Conditions of the sale of which #1 is the cancellation clause. However, Ms. Loper didn't inform us that she wished to cancel until 10 days after signing. By that time, we considered the job sold and her custom-made goods had been ordered.

Because the matter was not clear to Ms. Loper, we decided to refund her deposit and we trust that this has brought the matter to a satisfactory close.

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