The tub in my bathroom was very old and I wanted it replaced with a shower. I was also interested in replacing the floor (old vinyl tiles) with something newer and maybe getting a new vanity. The bathroom is extremely small and so I wanted the updates to maximize use of available space. When I called Re-Bath, Russ and his sales associate came to take a look. We discussed what could be done given the space available and Russ said that we could put in a smaller shower and use the remaining space from the tub to put in some shelves. This sounded like a great plan to me.
Russ used his iPad to access his online catalogue and made a basic estimate that added up to $7000+ which was a little beyond my budget. After some discussion we picked a cheaper shower surround and switched from ceramic tiled floor to a one-piece vinyl floor which brought the price down significantly. I was quite happy with his willingness to work with my budget and find something that would satisfy my requirements. A few days later I also decided to keep the old vanity for the time being, and he updated the quote accordingly. We agreed on the final work order and he said since they were booked up they probably wouldn't get to me for a couple of months, and that their installation supervisor Mike would get in touch with me to set a date. I was in no hurry so this was fine by me.
After a couple of weeks I hadn't heard from Mike so I called him at the number given. He didn't seem to know what was going on but checked with his office and gave me a date of a Wednesday a couple of weeks out (about a month before Russ had said they would do the job). On the Friday before, I realized that we had never decided on a pattern for the vinyl floor like Russ had said we would so I gave Mike another call to confirm. This time he said they would be there on Monday morning, and said that I had to talk to Russ to get the vinyl pattern sorted out. I got in touch with Russ who asked me to pick out a pattern from Home Depot's vinyl rolls (which I did) and said he would figure out which date was actually correct and get back to me.
The next week on Tuesday afternoon Russ called and said they would be in on the next day. As he had previously said he would give me "plenty of notice" I was not expecting this at all, since it was less than 24 hours notice. I had to make some last-minute arrangements to account for it. He also said the job would be done by Friday noon.
They showed up the next morning and went over the final details on what needed to be done (replace tub with shower, add a wall and some shelving, replace the flooring) and got started. On the first day they managed to get the old tub out but the plumber who was supposed to install the shower was delayed so nothing else happened and people just wandered away. The plumber did show up at the end of the day to take a look and see what stuff he would need to get the job done the next day.
At the end of the day they put the toilet back in so I could use it but the vanity/sink wasn't hooked up. Also something that I noticed was that they didn't bother putting down a drop cloth in my living room while taking out pieces of the tub. To be fair they didn't make a big mess in the living room and did sweep up after themselves. Also while sledgehammering the tub into pieces a bunch of debris went down into the furnace room below which they didn't clean up.
The next day the plumber showed up (late again), and started working on installing the shower, while the other couple worked on the wall and (I assumed) the shelving. Turns out there was a miscommunication and they just closed off the area where the shelves were supposed to be. In order to fix it they would have to rip out the shower surround and basically start over. In the end we agreed that it was not worth the effort and that instead of that they would install a ceiling capper (the ceiling part of the shower surround) for free, which wasn't part of the original contract. That day they also put down the vinyl flooring but said that it would need to sit for a bit before they could caulk it into place, and so they'd be back the next morning to do that.
At the end of the day after the plumber left I noticed that the drain for the shower had not been hooked up yet. I texted them and when they showed up the next morning to do the caulking they also hooked up the drain. They made it clear that it was the plumber's fault for not doing it the evening before. The finished doing the caulking as well although because of the size of some of the gaps around it looked a little sloppy in places and some of the wall tiles were damaged from when the tub had come out. They said that they would need to come back once more to do some touch-ups on the caulking, and that they would install the ceiling capper at the same time (within 3 business days at most).
So I waited for the three business days to pass and no word from them. I contacted them again about the ceiling capper and got some vague reply with no specific date. At this point it's been two weeks since they started the job and still no ceiling capper. The shower itself works fine, and is an improvement over the tub. The vinyl floor is nicer than the old floor, but there are a couple of spots where it could have been secured better as I'm sure that over time the movement will cause the caulking to crack.
The other thing that annoyed me about the whole operation was that the payment schedule was not made clear up front. I gave a small deposit upon signing the contract, and then I had to unexpectedly pay about half of the remaining amount on the day they showed up and before they started working. And then for the remaining amount, they asked me to sign a credit card authorization form on Friday afternoon before the job was done. They promised that my account would not be debited until I agreed that I was satisfied with the result, and wouldn't be until the next Monday at the very earliest anyway. But they charged my account on Sunday before I had said that they could, and I don't think I'll be hearing from them again.
Russ and Sohail (the owner, who came by a few times) both seemed to be very focused on ensuring that I was satisfied with the work done. However the same could not be said for the installation supervisor, who seemed more interested in whatever was the least amount of work for his crew (he said as much to me explicitly). Sohail was the one who agreed to do the ceiling capper for free because of the mix-up with the shelving. Although at the time I was satisfied with the arrangement, the ceiling capper has yet to materialize so I'm doubting his good intentions. The work that was actually done seems to be holding up for now after a couple of weeks but time will tell.