John and Jen reached out to Buffalo Bath Pros after receiving quotes from several local “one-day” bath companies. Their goal was to replace their aging tub with a walk-in shower for easier access. Additionally, they wanted new flooring that would match the updates they had made throughout the rest of their home.
After a brief phone call, Jennifer Hugill and Tom Wolff arrived for an on-site inspection to assess the space and walk them through the process.
We came in as the lowest bid—which isn’t always the case—but typically, our pricing lands in the middle of the pack while offering far superior materials. Unlike some competitors, we never promise a one-day installation. In our experience, rushed jobs lead to sloppy work. Good things take time. We try to guarantee 3-5 days for all wet spaces in stone, ensuring the fastest possible installation while maintaining the highest level of craftsmanship.
At the time, we were booked out about eight weeks, which wasn’t an issue for John and Jen. After reviewing our product selection, we received a 40% deposit and secured a calendar week for installation. Two months later, our install techs, Ricky and Stacey, arrived on-site to begin demolition.
The first day is always demolition. This phase of the installation is backbreaking and time-consuming, so we typically allocate a full day for it. Our installers are people too, and we want to give them every opportunity to rest when they need it. For waste removal, we used a Bagster service, which was efficient and convenient. The only downside to this type of service is that we cannot request an exact pickup date — Bagster schedules that themselves within 5 business days. We have learned that once the dumpster is filled, we immediately request a pickup, and this normally is enough to meet homeowner expectations.
Most of the installation went smoothly—except for one frustrating hiccup. Not one, but two shower doors arrived damaged from our warehouse. We typically don’t open boxed doors before the job starts because doing so increases the risk of accidental damage. Unfortunately, in this case, it wouldn’t have mattered—the doors were already destroyed inside the packaging. This wasn’t the first time we had encountered this issue, and we were experiencing similar problems at other job sites around the same time.
There is a huge advantage to not being a national company, though. As a smaller, family-owned business, we can pivot and adapt to market conditions quickly. As a result, we switched door suppliers, and since then, we haven’t had any further issues.
To keep things moving and ensure the homeowners weren’t inconvenienced, we installed a temporary shower curtain and rod while working to source a replacement. It took nearly two weeks to receive a door in satisfactory condition.
Jen works in customer service herself and understood that frustration wouldn’t change the situation. Instead, she was incredibly patient and accommodating throughout the process. To show our appreciation for their understanding and flexibility, we offered a small discount at the completion of the job.
In the end, Jen and John got the beautiful, high-quality shower and flooring they envisioned—and we gained another satisfied customer. Take a look at our photo gallery and decide for yourself.