Independent consumer site. Not affiliated with, endorsed by, or connected to Baths R Us. Everything here is either my own experience, my opinion, or a public record with a link to its source.
A consumer warning about Baths R Us of Medina, Ohio
Baths R Us sucks.
They messed up my bathroom and did a horrible job. When I went looking for other customers,
I found a public record that speaks for itself: dozens of Better Business Bureau complaints,
1-star Yelp pages, and homeowners describing the same problems over and over.
Read it before you sign anything.
I hired Baths R Us to remodel my bathroom. What I got was a horrible job, and a company that, in my experience, was a lot more interested in getting paid than in making it right.
When I signed, which office I dealt with, and what I was quoted (e.g. "I signed with the Cleveland office in [month, year] for a tub-to-shower conversion quoted at $[amount].").
What they promised: how many days the install would take, what products and finishes, what was and wasn't included.
What actually happened: list every defect plainly. Gaps, leaks, crooked walls, damaged tile or ceilings, wrong parts, missing items, mess left behind. Dates help.
What happened when you complained: who you called, what they said, how long you waited, what they offered (or refused).
Where it stands today: what you paid, what it will cost to fix, whether you filed with the BBB or your state Attorney General.
Everything in this section is my personal experience with one project and my honest opinion of it. Names of individual installers are left out on purpose. The photos below are unedited.
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By the numbers
I'm not the only one
Baths R Us was started in March 2020, according to the BBB. Here is what the public record looks like six years later.
28
complaints closed by the BBB in the last three years on the Medina, Ohio profile. 22 are filed under "Service or Repair Issues," 5 under "Order Issues," 1 under "Sales and Advertising."
complaints closed as "Answered" rather than "Resolved." In BBB terms, that means the business replied. It does not mean the customer got what they asked for. Only 3 are marked Resolved.
the year the company started (BBB lists 3/20/2020; ConsumerAffairs says "founded in 2020" and calls it a "newer company with limited track record"). The company's website says "25+ years of experience."
the range of contract values in the BBB complaints I read. These are not small purchases. Several complainants say they paid in full, or paid half up front, before the problems started.
Yelp star ratings for the Glendale (Cincinnati area) and Livonia (Detroit area) offices. Both pages are small, but every one-star review on them is a homeowner telling a story you'll recognize from the list below.
Read enough of the complaints and the same story repeats. Every item below is drawn from a specific complaint or review linked in the sections that follow.
"One day" becomes weeks
The company advertises that "many of our projects are completed in just one day." Complainants describe a 1-2 day remodel that stretched to 10 weeks (Aug 2024), a five-day contract still unfinished on day 35 (Apr 2025), a two-day shower the customer says took 12 days to use (Jul 2025), and a 1-2 day conversion that took three days and still left a gap at the ceiling (Jun 2026).
Collateral damage to your house
A heated floor "ruined" during demo, followed by a $900 extra charge (Apr 2026). A dining room ceiling damaged by an incorrect water hookup (Apr 2025). A broken toilet and cracked floor tile (May 2024). A damaged ceiling and a hole left in a closet (Apr 2026). "All the plumbing work they did leaked" (Jan 2025).
If it isn't in the contract, it doesn't exist
A customer says the salesman promised to handle damaged floor joists; on install day the crew refused, and the company said it isn't licensed for structural work (Oct 2025). Another describes a three-hour evening sales meeting after which "things we discussed did not make it into the contract" (Yelp, Jul 2026). Shower dimensions and a three-panel door design "never communicated" (May 2025). A half-inch transition strip nobody mentioned (Jul 2026).
The cancellation window
A customer signed on a Tuesday, mailed a cancellation on Saturday, and says the company counted Saturday as a business day and demanded $15,025 for materials (Aug 2025). Another wanted out after learning the shower wall would have a seam and says nobody told them cancelling carried a fee (May 2025).
The "lifetime warranty" fine print
Complaints describe a lifetime warranty that turned out to cover parts only, a two- or three-year workmanship warranty, and a $250 service charge to re-caulk silicone that yellowed and cracked (Sep 2024, Mar 2025). One customer spent two years trying to get a squeaking shower base fixed; the technician reported it wasn't squeaking (Sep 2024).
Money first, fixes later
"They want all their money before the job is done" (Yelp, Sep 2024). A customer paid $16,000 up front, says every plumbing connection leaked, hired someone else to fix it, and was offered $500 (Jan 2025). A BBB reviewer says their financed balance went from $6,000 to $11,500 and "keeps going UP! Not down!" (Jun 2026).
The complaint log
Seventeen BBB complaints, in the customers' own words
Summarized from the public complaint text on the Baths R Us BBB profile. Dates are the BBB filing dates. Each card links to the source so you can read the full exchange, including the company's response. Newest first.
$27,342Order Issues · Answered
A half-inch strip across a $27,000 floor
Master bath remodel completed May 20–23, 2026. The customer objected to an undisclosed 2" × 30" × ½" transition strip on the new flooring, purchased at Home Depot without approval. They say the flooring manufacturer told them a strip like that is "no longer considered the preferred industry standard."
Company response: the strip was necessary because of the doorway layout and is "a common and widely accepted practice." Disputes that the installation is defective.
$500Sales & Advertising · Resolved
The referral bonus that needed a BBB complaint
A salesman promised a $500 referral fee. The customer referred a friend who bought a shower and confirmed the referral. The customer called twice and was told a manager would call back. Nobody did, until the BBB complaint.
Company response: apologized, agreed the referral qualified, and sent a $500 check by March 16. One of only three complaints marked Resolved.
$16,500Service or Repair · Answered
"Several instances of poor construction"
After a $16,500 remodel, the customer says an employee photographed the problems and promised to submit them, and the office then refused to do corrective work.
Company response: offered service, asked that the area be cleaned before arrival, said it had tried to reach the customer. The customer later updated that a repairman visited and parts were on order.
$22,000Service or Repair · Answered
$11,000 deposit, then "we don't do that" on install day
The customer says the contract came with a promise to repair damaged floor joists and paid an $11,000 deposit on May 31. On October 8 the installers refused to proceed, saying they couldn't handle the joists. The customer says photos show the damage was obvious in May and that multiple witnesses heard the promise.
Company response: the contract specified subfloor replacement only; "Baths R Us is not licensed or insured to perform structural work." Offered three options: proceed after another contractor fixes the joists, cancel and take the materials, or cancel and forfeit them.
$30,050Order Issues · Answered
Cancelled on day four. Company wants $15,025.
Signed July 29, 2025. The customer mailed a cancellation letter on August 2 and says the company counted Saturday as a business day, declared the cancellation late, and demanded $15,025 for materials. The financing company received funds the Tuesday after the cancellation.
Company response: "The cancellation was only communicated to us after the three-day rescission period."
$14,000Service or Repair · Answered
Two-day estimate. Twelve days without a shower.
The customer says a $14,000 shower estimated at two days took twelve because a shower door part arrived broken, and that when they asked for compensation for the lost shower access the company said it was "not their problem."
Company response: the shower was installed in two days; the door part was broken and reordered; a temporary curtain was installed. The customer rejected that, saying no curtain was ever installed and pictures would prove it.
$29,999Service or Repair · Answered
Drywall over an outlet, a moved drain, and a no-show
Phase one of a $29,999 remodel ended with a damaged vanity and what the customer describes as code violations: drywall installed over an electrical outlet and a tub drain moved without inspection. The customer says the company skipped an agreed June 25 remediation meeting without notice and refused to itemize the work while claiming $27,000 of it was complete.
Company response: the phase-two permit hadn't been paid by the customer; the vanity was being remade; "the customer informed us that they no longer want us to return." The customer replied asking why the company no-showed and why the violations weren't disclosed.
$29,034Service or Repair · Answered
Expected a corner shower. Got a 25" × 64" box.
The customer says shower dimensions were never communicated, the three-panel door design wasn't disclosed, the rubber door strip was falling off after one day, flooring was incomplete, a grab bar was missing, and the lighting was off-center. They wanted to cancel after learning the wall would have a seam and say nobody told them cancellation carried a fee.
Company response: "We have contracts in place." Offered to install the grab bar and service the door. No refund.
Paid in fullOrder Issues · Answered
Day 35 of a five-day contract
The customer says the five-day job was still incomplete on day 35, that an incorrect water hookup damaged the dining room ceiling below, that unprofessional installation had to be redone, and that they were getting the "run around" on a partial refund despite paying in full.
Company response: ongoing communication, a punch list, "we have offered to cover the repair costs" for the ceiling, warranty work to follow. No compensation beyond repairs.
Shower, June 2023Service or Repair · Answered
The lifetime warranty that covers parts
Caulk yellowed, cracked, and grew black spots within a year of a June 2023 install. The customer says the "lifetime warranty" turned out to be parts-only, a promised manager callback never came, and the owner advertises a ten-year warranty in the newspaper while the company offers two years on craftsmanship.
Company response: still under warranty; offered two tubes of caulk and a spray, or a professional service visit "for standard charge."
$16,000Service or Repair · Answered
"All the plumbing work they did leaked."
Work began December 13, 2024 and was due December 15. The customer paid $16,000 up front, says the job was left incomplete, a follow-up was missed, every plumbing connection leaked, the toilet installed wasn't the American Standard brand in the contract, and they paid another company $1,155 to fix the plumbing.
Company response: nobody answered the door for the follow-up; willing to complete the work; refuses compensation beyond $500 for the vanity the customer asked them not to finish.
3-day projectService or Repair · Answered
Gaps in the floor and a shower door on backwards
The customer describes a three-day project left unfinished on day three, a crew that refused to return the next day, "large, visible gaps" in the flooring, a misaligned vanity, uneven trim, "sloppy" caulking, and a shower door installed backwards. Requests for fixes got only "cosmetic" solutions.
Company response: unable to locate a contract matching the customer's information.
$250 to re-caulkService or Repair · Answered
Yellow caulk, $250 to fix it
Caulking on a shower enclosure began discoloring after nine months and was badly yellowed by the time of the complaint. The customer says they followed the recommended cleaning and were quoted a $250 service charge to re-caulk under a "lifetime" warranty.
Company response: the install was September 2020, the three-year workmanship warranty had expired, the $250 charge stands or free caulk can be provided. Yellowing "may result from excessive humidity."
Shower, 2022Service or Repair · Answered
Two years of a squeaking shower base
A base that started squeaking six months after a 2022 install. Two years of visits, multiple foam injections, and a partial removal attempt. The customer says the technician then reported the base wasn't squeaking and accused the customer of "jumping on it" to make noise.
Company response: followed the manufacturer's foam recommendation; the technician found no squeak; replacement not necessary. Offered a manager assessment, which the customer declined without a refund guarantee.
$11,848.57Service or Repair · Answered
A one-to-two-day job that took ten weeks
The first install (June 6–17) left sharpie marks, exposed drywall, missing caulk, unsealed corners, a scratched wall, an open drywall access panel, and trash in the hallway. A production manager promised a redo; materials arrived July 25 and the second install ran August 1–2. Then the water pressure disappeared. The customer asked for a 25% refund ($2,962.14) and was told "payments are out of my control."
Company response: replaced the toilet and fixed the water pressure within a day; paid the customer's first financing payment as compensation for the delay.
$9,800Service or Repair · Answered
"Broke my toilet and damaged tile on the floor"
A $9,800 tub-to-walk-in-shower conversion, installed May 9–10. The customer says the crew broke the toilet and cracked floor tile, and that the company blamed pre-existing damage and pointed to a signed disclaimer. The customer says the "damage was already there" photo doesn't account for all the damage they found.
Company response: the toilet was replaced at no cost; one crack was pre-existing per photos; a second crack near the shower is "possible" from disturbing old tile, a risk the customer acknowledged in signed paperwork.
$9,750Service or Repair · Answered
Eight months of calls for an elderly customer's shower
A shower ordered in March 2023 for an elderly customer and installed April 3–5. The customer says they ordered a round standard drain and got a rectangular plate that moves, with a lip in the wrong dimensions, leaving standing water, poor caulking, a crooked safety bar, and the wrong floor texture. Eight months of contact attempts; the company offered to fix it for additional charges.
Company response: no substitution occurred, the base matches the order, "no mistake" was made. Offered re-caulking free or base replacement for a fee.
These seventeen are the complaints with full text visible on the BBB site in September 2026. The BBB notes that displayed complaint text "might not represent all complaints filed." Eleven more are counted but not shown. Read them all at bbb.org.
In their own words
What customers wrote where the company can't delete it
Excerpts from public reviews on Yelp and the BBB. Quoted as written, lightly trimmed for length, never for meaning. Click through for the full review and the company's reply, if any.
"Absolutely awful work. They refused to properly finish the job and said 'we don't do that'. Of course this was after my father paid in full. Zero integrity."
"Avoid if you want professional quality. The job felt rushed, only one main installer plus an apprentice. Several issues were never disclosed to us. Even their own distributor admitted a transition strip is no longer the preferred industry standard, yet they refuse to correct it. As older adults, the raised strip also creates a trip and fall hazard."
"They want all their money before the job is done. It was way over price for the cheap material they used. I paid half in April, over 9,000 dollars, promise install in June. They came in August. Installer was not in the house 10 minutes before he asked for the remaining balance. Horrible experience. I learned a very costly lesson."
"They ruined my heated floor when taking out the old floor and was charged an additional $900. The company refused responsibility, claiming the worker wasn't informed. The ceiling was damaged during shower wall installation, and the faucet installation left a hole in the closet behind the tub."
"Installation took 3 days instead of the 1-2 promised. The front panel was cut too short and left a gap at the ceiling. A ceramic tile cracked. The shower isn't worth the $10,000. Then the financing: the bill started at $6,000, went to $11,500, and the principal keeps going UP! Not down!"
"My wife is in charge of a bathroom remodel for her mother-in-law. She made an appointment at the home show, and when they called to confirm they told her they could only come out if I was there. She informed them she is the decision maker and is paying for it. She was then told if she wanted them to come out when I wasn't there it would cost $250 to get a quote."
"The company confirmed with my husband the night before, including time and address. At 7:10 we received a call asking if their crew had arrived, at an address in Kansas. We live in Michigan. If you can't get an appointment correct even after confirming, can you imagine how they will handle ordering materials and scheduling the renovation?"
"The initial consultation was very long, three hours (7-10 pm). By that time we were all tired and things we discussed did not make it into the contract. We learned at the installation that they cannot do anything that is not mentioned in the contract. I would just be very sure the design consultant puts everything you discussed in the contract."
Marketing vs. record
What the website says. What the public record says.
Quotes in the left column are copied from bathsrus.com in September 2026.
Baths R Us says
The record
5-Star Rated Bath & Shower Remodeling and a badge reading BBB 5.0 ★★★★★
The BBB's own profile shows a 4.03 average from 59 customer reviews, and 28 complaints in three years. BBB
With 25+ years of experience and thousands of successful remodels, our track record speaks for itself.
The BBB lists the business as started March 20, 2020. ConsumerAffairs calls it a "newer company with limited track record." Whatever the owners did before 2020, this company's track record is six years old and it's on this page. BBB · ConsumerAffairs
Many of our projects are completed in just one day, with minimal disruption.
Ten weeks. Day 35 of five. Twelve days without a shower. Three days for a "1-2 day" job. See pattern one and the log.
We guarantee your satisfaction, or we'll make it right.
25 of 28 BBB complaints closed as "Answered," not "Resolved." Responses in the log include "we have contracts in place," "no mistake" was made, and a $500 offer on a $16,000 job where the customer says every joint leaked.
Lifetime warranty on products; a 2-year labor warranty
Customers describe learning after the sale that "lifetime" means parts, that workmanship coverage runs two or three years, and that re-caulking yellowed silicone costs $250 once it lapses.
A+ rating from the Better Business Bureau
True. The BBB grade doesn't measure customer satisfaction and doesn't include customer reviews. See "About that A+."
Been burned?
What to do if Baths R Us did this to you
I'm not a lawyer. This is the list I wish someone had handed me on day one.
Document everything, today. Photos and video of every defect with timestamps. Your contract, every change order, every text and email, the names of everyone you spoke to and when. Keep a dated log going forward.
Put your demand in writing. Send a letter by certified mail to Baths R Us, 3985 Medina Rd, Suite 100, Medina, OH 44256. List each defect, say exactly what fix or refund you want, and give a deadline. Phone calls get you a "manager will call you back."
File a BBB complaint. It's free, it's public, and in the log above it's what finally produced a $500 referral check and a repair visit. File at bbb.org.
File with your state Attorney General. Home-improvement complaints are exactly what these offices exist for. Ohio · Michigan · Pennsylvania · Indiana · Wisconsin.
Check your right to cancel. Under the FTC's Cooling-Off Rule, a sale made in your home generally comes with three business days to cancel, and the seller must tell you so in writing. If you're inside that window, cancel in writing now and keep proof of when you sent it. FTC guide.
If you financed it, go to the lender. Ask for your full loan documents. Dispute the charge in writing if the work is defective or incomplete. If the balance is behaving like the one in the June 2026 review above, file with the Consumer Financial Protection Bureau. CFPB complaint.
Call your building department. If plumbing was moved, a drain relocated, or drywall went over an outlet, ask whether a permit was pulled and an inspection passed. An inspector's report is powerful evidence.
Small claims court. No lawyer required, filing fees are modest, and limits vary by state (Ohio's is $6,000 as of this writing). The contract and a dated photo log are most of your case.
Talk to a consumer attorney if the money is big. Ohio's Consumer Sales Practices Act may allow additional damages and attorney fees in some cases, and many consumer lawyers offer free consultations.
Leave reviews where it counts. Google, BBB, Yelp. Dated, factual, with photos. The next homeowner is searching right now.
Still thinking about hiring them?
Before you sign anything
Get exact dimensions, model numbers, door configuration, drain type, and wall-seam locations written into the contract.
Ask what is not included: drywall, paint, electrical, structural repairs, flooring transitions, permits, inspections, haul-away.
Get the workmanship warranty length in writing, separate from the product "lifetime" warranty. Ask what a service call costs after it expires.
Don't sign at 10 pm after a three-hour pitch. Say you'll sleep on it. A legitimate price is still there tomorrow.
Get the cancellation terms, the deposit refund policy, and the restocking or "materials" fee in writing. Ask what counts as a business day.
Ask who is liable if they damage the ceiling below, the floor, the toilet, or the tile. Photograph everything before demo day.
Ask whether the crew will be employees or subcontractors, and how many people will be on site.
Get two other quotes. Then read the complaint log one more time.
Did Baths R Us do this to you?
Send me your story and your photos. If you're comfortable, I'll add it here, with your first name and city, or anonymously. Public records and your own experience only. No hearsay.
