Jan and her husband, Bill, called us after sitting down with more than one remodeling company. Bill had just retired after over two decades as a corrections officer (we offer a military and police discount for customers just like him), and the couple was looking to remodel their bathroom to better suit their accessibility needs as they aged. After a brief call to go over the basics, Jen Hugill, local project manager/rock star, headed out to meet them and discuss their options in person.
The layout was pretty standard. An aging fiberglass tub enclosure sat where it had likely remained for decades. To their credit, these types of units rarely leak—in fact, we’ve seen very few failures over the past several years. But while they’re functional, they’re far from attractive. Fiberglass is notorious for yellowing over time, especially when exposed to UV light. If you’ve ever seen an old CO2 detector turn beige, it’s the same concept. Once that discoloration sets in, no amount of scrubbing will make it look new again.
The only real design challenge in this project was the sloped ceiling, which angled down from left to right—limiting our shower door options. Most standard doors start at 73″, but this install would require one under 72″ to clear the slope. Custom-sizing a door is something we generally try to avoid due to cost and lead time, but in this case, we sourced it from the Onyx Collection—a trusted supplier we work with frequently. For a small upcharge, they’ll custom size a door to the inch, and the turnaround and pricing are very reasonable.
After finalizing the design, Jan and Bill selected their stone, hardware, and fixtures. Jen collected the standard 40% deposit and got them on the schedule for install about two months out. That’s when things started to unravel.
About a week before their estimated installation date, Jan gave us a call hoping to move things up. We truly understand the anticipation that comes with a major home project—once you’ve made a decision and invested the money, waiting can feel like the hardest part. That said, we’re always upfront that installation dates are estimates. While we strive to stay within a week or so of the projected start date, delays can occasionally happen, just like in any trade.
We also want to be transparent about why deposits are non-refundable. Every bathroom we remodel is custom-built, down to the inch. Once materials are ordered—especially stone panels and shower doors—they can’t be reused or returned. With 49 Onyx stone variations and multiple finish and texture combinations, there are literally thousands of possible variations. These materials are made specifically for each customer’s space, and once that process starts, we’re on the hook for those costs. We always take the time to explain this thoroughly before a contract is signed, because it’s a commitment on both sides.
James arrived on a Monday to begin work and, for most of the project, everything went smoothly. The photos speak for themselves. James is known for his punctuality, craftsmanship, and attention to detail. But on the last day, an issue came up. Jan wanted the shower door to double as a grab bar for her mother-in-law, who has limited mobility. We had to draw a hard line—shower doors are not safety bars. In fact, using them that way can be dangerous. A heavy tug could pull the door off the track and seriously injure someone. We explained this clearly and recommended properly anchored safety bars. Jan didn’t like that answer and demanded a different door.
When we declined, she began ‘testing’ the door by spraying water directly into the sidetrack. Of course, any door will leak when misused this way—especially bypass doors, which are designed to keep water in the shower during normal operation, not simulate a pressure washer hitting the side. We even spoke to the manufacturer, who confirmed the door was being misused, and offered to explain this to Jan. She declined, still insisting that the door was defective. Our stance didn’t change.
At that point, Jan and Bill chose to withhold final payment—despite the job being completed and in clear violation of our agreement. If you’re reading this and think that might be a route you’d consider, we ask respectfully: please don’t book with us. We go to great lengths to be fair and reasonable, and we’re always willing to make things right when we’ve made a mistake—sometimes even when we haven’t. But just as customers carefully choose the company they hire, we’ve also learned to be selective about the clients we work with. If you’ve received a quote from us, you likely already know our pricing is very fair. We don’t pad estimates like many of the big-name companies. We offer high-end materials at honest margins, which means scenarios like this don’t just hurt—they really sting.
With the work completed and really nothing left to do, James packed up and left the home. A few days later, Jan and Bill called again. This time, the complaint was that their new shower was backing up.
We knew the drain was slow during demolition and shared our concerns with Jan and Bill. Our contracts clearly state we are not responsible for pre-existing plumbing issues, especially outside the wet space. Homes across Upstate NY are often 80 to 100 years old, and much of the original plumbing is still in use. Sometimes the problem is a clogged or corroded p-trap. Other times, it’s something more complex—like in this case: a hidden barrel trap located nearly 10 feet down the line.
Barrel traps are notorious for clogging and are often paired with incorrectly pitched waste lines. Imagine a gutter draining into a cup before continuing downhill—not exactly optimal. We couldn’t see it, couldn’t know it was there, and couldn’t be expected to work for free. Still, as a gesture of goodwill, we offered to call a popular drain cleaning company and even covered the cost ourselves. We really want our customers to be happy! But no good deed goes unpunished: the next day the piping leaked. We believe the drain company caused it, and don’t even blame them: the barrel trap was a liability and really nobody’s fault. We again covered the expense to have the entire waste line repaired, at an all-in cost of nearly $2,500. Jan and Bill still refused to pay the remainder of the bill. We agreed to walk away from the payment if they never contacted us again. This job was a total loss for us, but actually, in the end, Jan and Bill said they were pretty content with the resolution.
We debated whether or not to share this write-up—but in the end, it’s important to post both the good and the bad. Some of the most valuable lessons come from the jobs that don’t go according to plan, and we believe customers deserve to know how we handle worst-case scenarios. We won’t shy away from stories like this.
That said, we’re still proud of the work we completed in Jan and Bill’s bathroom. The end result was clean, modern, and built to last. But this experience reminded us that the toughest challenges aren’t always inside the walls—they’re often in managing expectations. As a small, locally-owned company, we’ve learned that choosing the right customers is just as important as choosing the right materials. Sometimes, it’s just not worth the headache.
If you’re in the market for a bathroom remodel and value honesty, clear terms, and a crew that stands behind its work, give Buffalo Bath Pros a call at (716) 216-5794. We serve all of Upstate New York and would love to help design a space that’s safe, beautiful, and built just for you.