Finding a reputable bathroom remodeling company isn’t always easy—especially in Rochester or greater Upstate New York. Many homeowners start by collecting a few quotes, only to be surprised by the cost. Too often, they choose the cheapest bid—usually from an independent contractor who promises the world, only to disappear with their deposit or leave behind a half-finished mess.
That’s exactly what happened to Rishi.
We’ll be honest—when we get calls like this, it’s a bit of a red flag. As you’ve probably gathered from reading our other write-ups, we’re not the cheapest option, and we’re okay with that. We prioritize quality materials, transparent communication, and long-term satisfaction. Inexpensive, fast, or high-quality—pick two.
When Rishi called, he had just been burned by a contractor who gutted his bathroom and left the shower completely unusable. Nothing had been completed to code standards, and fixing the mess meant undoing poor work before starting the actual remodel. After a phone consultation, our project manager, Jen Hugill, made the drive out to perform a site inspection.
Rishi had a clear vision: a custom cultured stone walk-in shower with a built-in bench, recessed niches, multiple shower heads, and a full Kohler valve system with body jets. He had already purchased the $5,000 Kohler package, hoping we could salvage it. While we sometimes install homeowner-supplied products, we make it clear: no warranty, no troubleshooting, and no service calls on third-party components. We also warned that his existing ½” PEX-A supply lines were likely undersized for a system like this, and offered to upsize them from the basement to the bathroom at a modest cost—but Rishi declined.
Still, he appreciated our transparency. After reviewing the bid, he signed the agreement, placed a 40% deposit, and secured an installation date roughly eight weeks out.
Installation went smoothly. Aside from furring out a few out-of-plumb walls, the Onyx Collection cultured stone fit beautifully. Our lead installer, James Gray, handled the complex Kohler system installation with precision. But once everything was sealed and operational, Rishi began experiencing pressure and temperature issues.
Despite our earlier disclaimer, James spent over two days on-site and on the phone with Kohler trying to troubleshoot. Kohler ultimately suspected a defective valve—unfortunate, since the walls were already sealed and the valve wasn’t easily accessible. At Rishi’s request, we agreed to bring in a licensed third-party plumber and promised to cover the bill if our install was at fault.
The plumber, who had extensive experience with high-end bathroom plumbing systems, quickly diagnosed the root issues: undersized supply lines, a failing water heater, and an improperly configured expansion tank. Our installation had been completed to manufacturer specification—and our step-by-step photo documentation confirmed it.
Still, Rishi was upset. He threatened to charge us for the cost of the Kohler system, claiming we had “destroyed” it. We showed him the evidence and reminded him that we had flagged these concerns before the job even began.
But we didn’t want to let the project end like this. Most customers—Rishi included—are good, reasonable people. Miscommunication and unmet expectations are usually the issue. We offered to return and complete some punch list items and cover half the plumber’s bill—if Rishi signed a written statement confirming that he was satisfied with the job and would pay the remaining balance in full.
He agreed.
In the end, the bathroom turned out great. The cultured stone shower looks incredible, and once the plumbing was updated, the system performed exactly as intended. Rishi even followed up later with a note of appreciation for how we handled everything.
At Bath Pros, we know not every remodel goes perfectly. But it’s how we respond when issues arise that defines who we are.
If you’re a homeowner in Rochester, Batavia, Pittsford, or anywhere in Upstate New York looking for a reliable bathroom remodeling contractor who does things the right way—give Bath Pros a call. We’ll give it to you straight and help you build something that lasts.