Bath Planet of San Diego

I would give them a 5 star at the job they did because they did a great job and the techs that showed up to do the, job kept us well informed throughout the whole process and we are happy with the work that was done. The reason for the 1 star is because we were told that everything was warranted and they stand behind their work. We have called on a few issues and they did respond within a few weeks. The problem is with the shower doors that we were told would never get water spots on them because of the type of doors that they were. Our whole house has the water treated system and both shower doors mid way down are full of water stains. We had the tech come out on another issue and saw the doors and said that the doors should not have that much water stains. I called the office and was told that the company who makes the doors only respond with emails. After several emails with photos to the door manufacture. I informed BathPlanet on several occasions that I have had no response and the several people who I spoke with all said that they would work on it. I've been very patient since it's going on 1 year. I guess since I paid them off early, they feel that I don't need customer support from them. They do good work, it just you have to consider that if your doors have issues that it's no longer their issue and that you are going to kept sending e-mails that never get a response. I'm only asking that someone take the time to let the vendor know that they are not providing good customer support and help us get the issue resolved.
Thank you,
Sincerely feeling cheated,
Ray

Bath Planet gets ten stars from us.
They delivered the product, finished our bathroom in one day. Everything we wanted and more. Quality, experienced professionals and amazing people.
FRANKIE and ROBERT got the job completed ahead of schedule and worked a miracle in our bathroom. You must ask for this A team to do yours. You won't be disappointed.
From Jamal , Brandy in the office to Frankie and Robert this is a class act in customer service. The Mcthompsons

Summary: I would highly recommend this company. I just finished my bathroom remodel and I'm really happy with the bathtub from Bath Planet. Love it. I'm uploading a couple of my own photos so check that out. Customer service was top notch. Was the cost cheap? No. But was the product and service worth the cost? Yes, I believe so. Read my detailed story below if you wish.

Report:

I own a small 1 bedroom condo that was built in 1973. I purchased 8 years ago and I finally decided to update the bathroom. The bathtub replacement was the first step because I knew I could do the other stuff on my own (with the help of knowledgeable friends of course) like paint, tile flooring, replacing the toilet and vanity sink. When I bought the place it was pretty nice for the age and price I paid but the bathroom was the weakest room. The toilet was icky, the sink was ill fitted that I couldn't get a good clean caulking. The floor although looked modern was cheap peel and stick vinyl. Basically the whole bathroom was acceptable to me but cruddy to some girls. The shower/tub especially was cruddy, the fixtures was dirty and no matter how much CLR or Mr Clean scrubbing bubbles I tried it made no difference - it was still cruddy.

When it came to Bath Planet I saw that the current owner took over the San Diego franchise and I liked that there was a Facebook page. There weren't that many reviews on Yelp but I figured not many millennials review companies like Bath Planet. Rod came out in early December and showed me their stuff. The designer walls looked much nicer that the other companies. If you're going with basic white then I think it wouldn't matter as much, but at least with Bath Planet their designer walls looked high class and not just some painted cheap acrylic.

Rod was a pretty nice guy, showed me everything that they had and I made my selection. I asked for the best price possible, thinking even if their price was 10%, 15% higher than Bath Fitter - no big deal. However, their price was substantially higher. So high that I was just floored by the number. I was thinking is it really worth it? I also get that any business especially a franchise - has costs and I want to make sure they pay their installers fairly and not hire just anybody off the streets. Anyway I was willing to negotiate and Rod had to make a call to someone higher up to get approval. I gave up some things and we agreed on a price. I went with the travertine designer surround wall and brushed nickel fixtures. Went with the shower curtain rod and not glass doors because two reasons - easier to buy a new shower curtain if it gets dirty and lower price. All this time Rod was very helpful and did not pressure me at all.

2016 came to end and in early January I received a call to setup an installation date. I just had to make sure and inform my HOA of the water shut off. The HOA also asked for some license and insurance documents but it was not a big problem. Monday, January 16 was the first day and it was a holiday for me (MLK so I had the day off). I got a call from the owner Jamie in the morning telling me that Gene O was on his way but he had to go to HD to buy some items. He arrived shortly after 9am. The first day was a lot of demolition - cutting up and removing old fiberglass tub.

The second day Gene O brought Dre and together they worked especially hard to get everything done on time and not stretch to a third day. The tub however was a little bit too long to fit within the studs of the wall so they had to do a little more demo to make it fit. During this time there was a lot of rumbling and shaking. A cabinet that was attached (not to the studs unfortunately) fell over in my neighbor's bathroom. She came over really frustrated at 530pm but Dre and Gene O handled it with professionalism. Long story short - They took care of her - even though it wasn't fully their fault.

Another fun setback was that earlier in the day around lunch time they went to take lunch but their van didn't start up, so that was another crazy problem that they had to resolve.
By this time it was 7pm and they were almost done but they realized the shower rod was left in the old van that they had to tow away. Another long story short - on the third day Brian came out to install the shower rod.

I could talk more about my experience but I don't have much characters left so I had to leave out some details. Overall I just want to thank Jamie, installers Gene O and Dre and Brian the guy who makes sure that you are 100% satisfied. Also Ivanna(?) from the phone. They really took care of me. There were a lot of unexpected challenges but in the end it all worked out. The product is fantastic. I am loving the new shower bathtub. I am getting a lot of compliments as well. If you have any questions after reading all this, feel free to message me.

I'd like to say that the (theoretically) simple two-day project of transforming my tub into a walk-in shower went off without a hitch, but you know what they say about best-laid plans. The long, sad story . . . one with a happy ending.

I've been thinking of doing a transformation for a few years. Tired of stepping over a tub that I don't use as a tub, and (I'm 6'4") tired of banging my head on the door frame. I'd gotten an estimate from a certain Kitchen & Bath company in Miramar for a cultured marble pan (couldn't go with anything standard since I needed a 40" x 60" pan) and tiled walls, but wasn't interested in the $15,000 cost and the hassle of cleaning grout. So when I saw the Bath Planet folks at the San Diego County Fair and saw the nice shiny $1000 discount coupon . . . and the fact that I was actually okay with hassle-free acrylic . . . I called for an appointment.

Jamal came out and talked me through all the options, made some recommendations, didn't do a hard sell, and also offered 18-month financing. Now, I don't choose ANYTHING without agonizing over it. But the financing and the County Fair discount made it workable, so Jamal came back a few days later and we signed the deal. Opted to go with basic white all around, ceiling-height 4" tile pattern, 7' foot tall sliding door with a fixed panel and a towel bar. I opted to save a lot by purchasing my own fixtures, valve, grab bar and shelf.

Six weeks later, Dre and his partner show up and get to work. Old doors off, old tub out, old walls down. But because of the size of the pan, they were going to have to move the drain to the center. Meaning they were going to have to drill and saw and cut a channel into the old concrete slab. Which is where the fun began.

I'm sitting downstairs in my living room when I hear some commotion coming from upstairs.

I run upstairs to see that the combination of the Implements of Destruction and a bathroom that turned out not to have been built to code has resulted in an unfortunately-placed water line being cut.

Water. Is. Everywhere. Including coming through my first floor kitchen ceiling light fixtures. And down behind the walls. And onto my hardwood floor. My condo is only 13 years old, I'm a perfectionist, and I keep it in PRISTINE condition. Friends think it looks like a model home and don't really believe anyone actually LIVES there. So this is like my worst nightmare.

We get the main water turned off and get to assessing the damage. They have to cut some holes in the first floor ceiling to make sure there's no pooled water up there. I've got a dozen bath towels sopping up the water on the floor, which is getting between the boards. The guys upstairs are doing their best to clean up and get back to work, because this is now more of a first floor problem than a second floor problem.

Scott, the General Manager from Bath Planet, comes out to survey the damage, and immediately calls in a restoration company to start working on repairs. Mold is NOT our friend, so time is of the essence. By the end of the next day, about 40 holes have been drilled in various places in my kitchen into which they aim and poke industrial strength fans, hoses and dehumidifiers to dry things out. The place looks like it's been attacked by the Flying Spaghetti Monster. The equipment's as loud as a 747, and it throws off a ton of heat. It gets to over 90 degrees INSIDE the house, and it's obviously impractical to have the air conditioner on.

Scott also says that Bath Planet will take care of any damage to the floor, either by handling the repair or discounting the bathroom project itself.

By day #3, the shower is done and it's gorgeous. I mean, except for the fact that that all the fixtures are brushed nickel and they accidentally ordered a chrome towel bar. So they put in an order to get that replaced. By days #4, #5 and #6, they've STILL got the fans going on the first floor. And these things suck electricity, so I let Scott know that I'd also like to be taken care of on my increased SDG&E bill; he agrees.

Anyway, several weeks go by, Scott's been in constant contact, and he wants to make sure that the best possible restoration vendor takes care of the repairs. I'm willing to wait, because, you know, perfectionist. They bring in a team to patch all the large holes (day #1), plug all the small holes (day #2), re-texture the walls and ceiling (day #3) and re-paint (day #4).

So, except for CUTTING THE WATER LINE ("Other than that, Mrs. Lincoln, how did you like the play?"), and a project that wound up taking five weeks instead of two days, I can't say enough nice things about Bath Planet, their people, their work, their responsiveness, their communication, their "we're going to make this right" attitude, and the final product.

I'd use them again, which I guess is the highest endorsement you can give, right?

We are extremely pleased with the work BathPlanet did on our bathtub to shower conversion. From start to finish the process was seamless. We received our quote from Trintan who was extremely professional, knowledgeable and not pushy at all. He demo'd the products, thoroughly explained the guarantee program and our options. He was flexible when we asked for a custom shower door and gave us time to think about our decision. The day the job started both Robert and Aaron were on time and explained the steps again so I knew what to expect. These guys were professional, punctual and clean. Their work was impeccable. They completed the project in less than two days. We are very satisfied with our bathroom and will hire BathPlanet for our master bath soon.

So I had a 1958 bath in the master bathroom with fixtures that leaked and a tub that was a nightmare to clean. While the quote from Bath Planet was higher than I would have preferred (though when is that not true?), I think their professionalism, consideration, and the actual product made it totally worth it.

The office staff touched based enough that I always knew what step we were at in the process. The owner reached out to me when she heard that I was kind of freaked out by the amount of money I was committing, which really settled my nerves.

And then finally, when it comes to the installation, I think Gino and Jacob were the real stars of this process. They were considerate, friendly, and efficient. They were on time, the install happened according to plan, and they communicated every step of the process to me. Plus they cleaned up any debris so well, that I'm pretty sure the bathroom was cleaner after they left than before they arrived.

They refuse to schedule more than 7 days in advance. My HOA requires that I submit requests for construction with the contractor's name and license info 30 days in advance. They were unwilling to work with me with even 2-3 weeks in advance. Pretty poor customer service.

Warranty never worked!! They provide the warranty that they never going to take care. Our shower booth door was broken so I called them. They keep saying to call some other part of their company or email them. I tried to contact them 8 times. The result is I still didn't get answer back!!! They said the company was sold so there are so many A/S request. Even though it is now belong to other company, or there is so many request to fix, the current owner company have to take responsibilities to current customers who already paid $7000 to the company!!!

Beware. Our rep didn't know you had to have permits for plumbing work. Could have cost us a lot of aggravation and added expense. Glad we didn't use them.

Edit on 9/25/17: I think my use of the words "Pros" and "Cons" is somewhat harsh... perhaps "The Good" and "The not-so-good" is better. The not-so-good really wasn't bad.

Original review follows (with changes referenced above):

I am giving Bath Planet a 5-star rating despite a couple of issues during installation. They worked with us to make it right, though, so instead of 4 stars (or 4.5, if it were possible with Yelp), I am still giving them 5 stars because of the extra effort they made. Explanation to follow.

First, let me say that we LOVE our new shower! We went with textured Pompeii Marble in a 12x12 tile format, a white shower pan, Wynford oil-rubbed bronze rain head, and a flexible hand-held showerhead with wall mount and transfer valve (we did not want the sliding bar mount). We decided to have the acrylic shower walls go all the way up to the ceiling, and we had the showerhead outlet pipe moved up for a true "rain" effect. We also decided NOT to have a tub, even though we did before, since we never used it. (And we still have a tub in our spare bathroom if there was ever a need to use one.)

Our overall experience was quite good. They worked with us to overcome some installation and delivery obstacles, and even gave us a discount. We are happy with the end result, and would use them again and/or recommend them to others in the future.

The Good (great, really):
- Jamal, our sales consultant, was friendly and knowledgeable. He accommodated my work schedule by coming to see us after 7 PM on a weeknight. He even came back a second time, because we were still undecided on colors, and he spent almost another 2 hours with us while we deliberated and finally decided on Pompeii Marble.
- We got a $500 discount due to some delays (more on that below).
- Dre, who did most of our installation, really cares about his work and his company's product.
- Scott, the General Manager, threw in some drywall work for us at no extra cost.

The not-so-good (and these were pretty minor, in the grand scheme):
- Upon arrival, Dre tried to interest us in a hot water circulation system for $1000 installed. We eventually opted to skip it after researching and learning they're really not worth it.
- Instead of having a helper, which Jamal told us was the norm, Dre was working by himself. As a result, installation took 4 days total instead of the usual 2.
- Some mishaps in the office resulted in them getting a wrong part, and then the correct part was delayed by Hurricane Irma (no one's fault there).

Despite the minor problems mentioned above, Bath Planet really did do a great job with our shower remodel. Thanks for making it look superb, and for providing excellent service in the wake of some installation and delivery issues. You all really came through for us!