Every business strives for excellence in everything they do. At HomePride Bath, we take that responsibility seriously—because every bathroom we remodel isn’t just a project; it’s someone’s comfort, safety, and peace of mind.
Here at HomePride, one of the most common questions we get asked is, “what happens if something goes wrong?” Truth be told, it’s perhaps one of the most important questions any consumer should ask. If you’ve ever been let down by a company that didn’t stand behind its work, you know how frustrating that can feel.
On 98% of our projects , we get it right the first time. Like many of our competitors, we have hundreds of 5 star reviews on Google, provided voluntarily by past customers, sharing how we made their bathrooms beautiful and amazingly affordable. But like any company made up of real people, sometimes things don’t go exactly as planned.
The truth is, we don’t always get it right. At least not the first time. What matters most isn’t perfection. It’s how we respond when something doesn’t go as expected. Our promise is simple: when things go wrong: we make them right.
This is the story of one couple’s experience, and how it helped us reaffirm what it means to Live With Grace.
A few months ago, we had the privilege of working with an older couple in Basalt, Colorado—let’s call them Bill and Carol—who wanted to make their home safer and more comfortable as they aged in place.
Like many homeowners in their 80s, they valued their independence but were finding their old bathtub increasingly difficult to use. Together, we explored options that would give them both safety and comfort.
After several thoughtful conversations, Bill and Carol decided on a beautiful Kohler® walk-in tub. One designed for easy access, safety, and soothing therapeutic benefits.
Our team handled every step with care: reviewing the layout, ordering the custom tub, and coordinating installation to ensure a seamless fit. Everything went as planned, and the final product looked stunning.
Then, just after installation, something unexpected happened.
Bill and Carol were eager to enjoy their first relaxing soak. But halfway through filling the tub, the water ran cold. Then it happened again. And again.
Their existing hot water heater wasn’t large enough to fill their new tub with warm water. Instead of a full, soothing soak, they got only half a bath before it cooled off. Understandably, they were very disappointed.
Technically, the walk-in tub worked exactly as designed. The issue wasn’t the product, or the quality of the installation. The issue was the water heater’s limited capacity. Our contract did explain that possibility during the install:
“Due to the size, age, operating condition, and personal preference for water temperature, there is a possibility that the existing hot water heater may need to be upgraded.”
Unfortunately, there is no way to definitively determine this before installing a walk-in bath and using it. However, legal language doesn’t warm a bath. For Bill and Carol, this was more than a technical issue. It was an emotional and physical setback. They had trusted us to guide them through every detail. And even though we followed the contract and delivered exceptional quality in both the product and service received, we couldn’t walk away without ensuring every aspect of the customer experience exceeded their expectations.
Having discovered their water heater could not meet the needs of their new walk-in tub, we immediately made it our mission to assist them in this issue and resolve it. For us here at HomePride, what truly mattered was knowing they felt completely delighted with every aspect of their customer experience, and had a bathtub that met their needs. While their water heater’s capacity wasn’t in the scope of our work, assisting anywhere we could to make their lives easier was something we were happy to do.
When Bill and Carol reached out with their concern, we didn’t hesitate. Their experience didn’t reflect the level of care we promise every customer, and that meant it was time to act.
Our partner, Kohler, immediately joined us in finding a solution. Together, we developed a plan to make things right, down to the last detail.
Here’s what we did:
Every step was documented, verified, and completed quickly to ensure they were made whole, both financially and functionally.
By the end, Bill and Carol had a fully operational walk-in tub and restored confidence in the team they trusted.
We know that no business is perfect. In this case, a simple miscommunication led to disappointment for one couple, and that’s something we take to heart.
At HomePride Bath, our mission isn’t just to build beautiful bathrooms. It’s to build trust. When something doesn’t go as planned, we take ownership. That’s what we mean when we say we Live With Grace.
Living With Grace means leading with empathy, owning our mistakes, and following through, no matter what it takes.
Since this experience, we’ve refined how we communicate about technical details like water heaters, plumbing systems, and compatibility. We can’t prevent every issue, but we can always promise transparency, accountability, and care.
When you’re choosing a remodeler, perfection isn’t the most important thing: honesty is.
Whether you choose to partner with us or not, you deserve to work with a company that will be transparent and accountable when it matters most. One that will do its best to deliver excellent service and quality products, and one that will do whatever it takes to make it right if something goes wrong.
Unfortunately, not every company operates that way. Too often, homeowners are left feeling unheard or even abandoned when challenges arise. Some contractors hide behind legal clauses. Others disappear altogether.
We’ve seen it happen, and at times we’ve been the ones to make it right when others didn’t. We know how much damage that kind of behavior causes to homeowners’ trust and confidence in our industry. And frankly, we believe consumers are right to expect better.
If you’re researching remodelers, ask them upfront how they handle things when they don’t go as planned — it will tell you everything you need to know.
At HomePride Bath, we’re working to build that trust, one honest conversation, one resolved issue, and one happy customer at a time. Because at the end of the day, your remodel should leave you feeling confident, cared for, and proud of the company you chose.
That’s the kind of business we strive to be, one that does what’s right, even when it’s hard.
We’re proud to be BBB A+ accredited and to hold a 4.6-star Google rating with more than 270 reviews. That 4.6 means something to us and to you. It shows that while we’re not perfect all the time, we’re consistent in one thing: making it right when it matters most.
We promise that same level of commitment to every customer, every home, and every project.
Because while moments like this are rare, how we respond defines who we are.
At HomePride Bath, if we don’t get it right, we make it right.
To learn more about our team, our process, and the way we Live With Grace every day, visit homepridebath.com or explore our About Us page.
A: At HomePride Bath, we believe how a company responds when things don’t go as planned says everything about its values. If an issue arises, we take ownership immediately—communicating clearly, fixing the problem, and ensuring you’re completely satisfied before the job is considered complete. That’s what we mean when we say we make it right.
A: Every project we complete is backed by HomePride’s Make It Right Promise—a commitment to accountability, clear communication, and lasting craftsmanship. If a warranty or service issue comes up, our team works directly with you and our manufacturer partners, like KOHLER®, to resolve it quickly and professionally.
A: Look for a company that values transparency over perfection. Ask how they handle mistakes, read verified Google and BBB reviews, and pay attention to whether they communicate honestly from the start. At HomePride Bath, we believe our 4.6-star rating and BBB A+ accreditation reflect one thing above all: integrity.