Barbara’s home was built in 1799, a true piece of history that she and her husband, Dylan, had kept in pristine condition. However, their downstairs bathroom told a different story. The fiberglass tub insert, once functional, had become an eyesore, and they were ready for a walk-in shower upgrade that reflected the high-end finishes they envisioned for their home.
Like many homeowners, Barbara and Dylan explored their options. They interviewed several national remodeling companies but found that none could match the value, personalized service, and expertise offered by Bath Pros. After discovering us on Facebook and reading reviews from satisfied customers, they decided to move forward with a local, family-owned business they could trust.
Our project manager, Tom, guided them through our cultured stone selections, offering recommendations based on their needs and preferences. Once they chose the perfect option, a 40% deposit was collected, and the project was scheduled seven weeks out.
The remodel included a 400lb flip-up shower seat in white with matching trim, a 14″x14″x3.75″ seamless recessed niche, and a single safety bar. Beyond the shower, the project also involved installing luxury vinyl plank (LVP) flooring, which required moving the washer and dryer, as well as reinstalling the vanity, toilet, and base trim. This type of job falls under what we consider a light bath remodel, with an estimated completion time of approximately one week.
Wanting to exceed expectations, we rearranged our schedule to move their project up by nearly a month. Work began on a Monday.
A Job That Took Longer Than Expected
This project was originally estimated at five to seven days. Tom noted “~1 week” on the contract, but as with any remodel, there are always unexpected factors that can affect the timeline.
A) There was exposed plumbing and electrical work above grade behind the existing tub. Plumbing had to be moved into the wall, and an open electrical connection had to be terminated. There should never be live, unterminated wiring inside a wet wall—it’s a serious safety hazard.
B) The shower drain was directly on top of a joist, and not just any joist. Given the home’s age, the joists were thick logs rather than standard milled lumber. Our installer, Ricky, had to carefully notch the joist to accommodate proper drainage without compromising structural integrity.
C) The homeowners expected our crew to move a heavy washer and dryer—something clearly outlined in our contract as outside of our scope. There are good reasons for this policy. If an appliance gets damaged, who takes responsibility? If an issue was already there, how do we prove it? Not to mention the sheer physical labor involved in moving heavy machines in a tight space.
D) Ricky had injured his back a week before the job started. Despite this, he showed up because that’s the kind of work ethic our team embodies. Our jobs are scheduled months in advance, and sending someone else wasn’t an option. Our installers take pride in their work, and Ricky was determined to see this project through.
Miscommunication and Contract Updates
Ricky and his helper (and wife) Stacey worked tirelessly from Monday through Friday, only to be told they needed to leave that evening. The homeowners had assumed that “one week” meant five days. While this was an unfortunate misunderstanding, it prompted us to revise our contracts to explicitly state seven working days as the standard time frame for a job of this size.
On top of this, the homeowners had originally planned a two-week, two-bathroom remodel, yet they scheduled a three-day vacation mid-project, from Saturday through Monday. They expected us to start up again on Tuesday and complete both bathrooms by Friday—an unrealistic expectation. We run a professional operation, and rushing jobs at the expense of quality is not how we do business.
Ricky and Stacey ultimately completed the job in eight days, finishing on Wednesday evening. The homeowners were not pleased with the delay. Adding to the challenge, they frequently asked our team to leave before 5 p.m. At the same time, they expected us to start at 6 a.m., something we simply don’t do. Most residential homeowners do not want to be up that early, and having our crews begin at that hour would disrupt their sleep schedules, leading to exhaustion and, ironically, more delays. Our start times range from 7 a.m. to 10 a.m., depending on the day’s logistics, including dump runs or material pickups. We find this to be a reasonable and necessary policy.
The Outcome
In the end, we negotiated a discounted final payment that allowed us to walk away from the contracted second bathroom. While the project turned out beautifully, it was a learning experience for us. Moving forward, we have updated our contract language to better communicate realistic time frames and ensure customers fully understand what to expect.
Every job comes with its challenges, but at Bath Pros, we remain committed to delivering high-quality bathroom remodels with honesty, integrity, and craftsmanship that stands the test of time.
