Complaints

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had a shower, tub enclosure installed a couple years ago just before Covid hit. At the time they told us there was a life time warranty. The sales person was insistent that everything was guaranteed that is why we chose them. The tub started leaking into the basement tub a while ago, not sure when. Once we found the leak it took us a while to isolate it. Tried testing it under different scenarios and couldn't get it to leak. It only leaked when someone was taking a shower and it took about 10 minutes to start to leak. Finally figured out that when we stood in the tub the tub would pull away from the wall creating a gap that would allow water to leak. We called them in December and they booked us someone to come out and fix the problem in mid January. Waited the entire day for someone to show up and they didn't show up. We got a hold of the repair guy, can't remember if he called me or we called them. And he told us they were short staff because of covid and would call us back when he was able to visit. He never called us back. We held off calling them back, because we are busy, we knew this was going to be a process and covid until last week, The lady we talked to has blamed us for all the problems and quoted us $150 to fix the problem without even looking at it. She said that we allowed water to get into and under the unit and that is why the tub pulls away from the wall. I asked about their lifetime guarantee and she told me that is on materials only. I asked her to send someone out to inspect before I pay for a service call. She said they are busy and booked us a time a month away, I said that we had a time booked and she blamed us for not calling them back. We have not been able to use our shower for 4 months. I am currently very unhappy with the service and would not purchase a product from them.

  

  Business response

  08/03/2022

  Our team has scheduled a service date for March 28. We hope to get this matter resolved at that time.

  Customer response

  08/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:  There won't be resolution of the problem in 10 days.  So I will not know what the solution is until they visit me at the end of the month to let me know what is wrong, when they will be able to fix it and how much it will cost.  The time frame just to look at the problem is part of the problem.  I have not used my shower or bath tub in 3.5 months.
  
  Sincerely,
  
  ***** ******

  

  Business response

  21/03/2022

  No, not yet. We are scheduled to go out on March 28. Please reach back out to either us or the customer after that date for an update.

  

  Business response

  30/03/2022

  The work has been completed at this time. Please have the customer reach out if there is anything else.

  Customer response

  30/03/2022

  I was a little disappointed that the salesman sold the work to us with a lifetime guarantee on everything.  I questioned him about because it seemed to good to be true.  There actual guarantee is as follows: 1 year on the workmanship, 6 months on the caulking and manufacturers guarantee on everything else.  You will be billed for any and all service calls.  Would have been nice to know this before I purchased.  They fixed the caulking and charged me $150 plus tax.  I do not know if it fixed the problem only time will tell.  If it leaks into the basement as it did before I have 6 months or else it is not covered by warrantee. 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩