Jamie Cutshaw
We recently had a full bathroom remodeled by Baths R Us with mixed experiences. What went well: The bathtub/shower installation and flooring look great and high quality, the crews were really nice, professional, and punctual, and we learned a lot when the sales guy came out initially with a really thorough presentation, measurement of moisture behind the tile, etc. They were also accommodative to a couple project scope changes we wanted to make such as adding another shelf. What didn't go so well: From a customer service standpoint, we received MANY calls, voicemails, and texts per day until we had bandwidth to call them back after our initial inquiry - to the degree where it felt like robocalling. There was also a lot of pressure to sign paperwork the day they quoted us vs. having time to think about it and compare to other quotes. From that point through job completion, they were very responsive. Since getting the work done a couple weeks back, we have heard nothing from them in terms of making sure the job went well, asking for feedback, etc., and the Refer Pro app we were using to communicate with them now pops up a "The company is not active. Please contact Baths R Us for assistance" message, so it felt a bit like being ghosted. They also don't do "full" remodels. We needed to bring in an electrician for anything with lighting, a plumber to do any work beyond the basic installation stuff (e.g., to remove and reinstall a steam radiator), and a mudding/painting company to do that work. This is logistically complicated in the sense that it requires a lot more coordination between all of these contractors, especially because Baths R Us sent 3 different crews themselves. Moreover, the drywall work they did was subpar, as pointed out initially by our electrician who noticed how uneven and loose it was in certain areas (he put 8 more screws in to secure it in one spot), and afterwards by the painting company that had to deal with trying to level everything out to the best of their ability. They also re-attached our bidet to the new toilet without connecting the water supply, and presumably threw away the T-valve that I needed to re-attach it myself, causing a bit of a headache to find the right part online. Overall, I'm going with 3 stars here because I think they do a great job in the area they specialize in (baths and showers). We have another walk-in shower that we have a quote from them for, and we would consider working with them again in that capacity. We would not work them again for a "full" bathroom remodel, however, and would recommend that they revamp their customer support model to be more customer-centric vs. sales-centric.
