Complaints

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/29/21 I purchased a shower system that was a Fortuna Showers system for $1,192.03. The item remained in a box until 3/3/2023 due to COVID restrictions we did not finish our construction until then. Item was installed professionally by a plumber. The item failed and started leaking from the host box. No plumbing leaked Only from the orange box. My drywall was destroyed and wood was soaked. My husband contacted the company and sent photos and they said they won't warranty it. They would offer a discount on a new system. That's unacceptable My wall is ruined and I can't afford a new system. They are not professional and don't stand behind their products. I no longer trust them. I want my item warrantied and replaced. I can supply pictures and copies of my receipt

  Customer response

  09/09/2023

  Am submitting the requested warranty information you required 

  Business response

  10/10/2023

  Greetings,

  Please note that the company policy clearly states that our shower sets have 1 year warranty. We offered another valve at a discounted price but the customer refused. 

  Customer response

  10/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I submitted documentation that gives up to THREE years warranty.   Their discount was $50 off a $1500 system   That’s a nice discount?  No.  I will never buy from them again and have 86,009 followers on ******* and ****** that I’m telling to not buy from them either    It’s obvious they lie and do not stand behind their products  
  
  Regards,
  
  ******* *****

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 3 faucets from Fontana Showers years ago, the faucets cost about $400.00 each and are wonderful. However, like any other faucets from time to time the washer will go bad. The washer is just a small piece of plastic that keeps the faucets from leaking that should cost about $2.00. In the past I have purchased the entire stim from Fontana as would not sale me the $2.00 washer and the stim cost around $75.00, just to keep the faucet from leaking. I now have another leak and trying to purchase as I did in the past another hot water stim, but they are now refusing to sale me one. I have been trying for over two months and getting the run around from this company. Please see the last correspondence from their company dated April 5,2023:Reference #****** " Customer Support (Fontana Showers)  Apr 5, 2023, 17:52 GMT-4 Hello Les, This inquiry is currently under review by managment.I will be following up with you by the end of the week after reviewing the rest of this email thread and notes from your previous order with our Product Manager. Thank you in advance for your patience. Sincerely,****** - Customer Support Management"I need help to resolve this problem and I just can't get any assistance from Fontana Showers LLC as promised. How can the sale a product and not provide basic parts! Please see another message from Fontana Showers LLC customer service." Customer Support (Fontana Showers) Apr 5, 2023, 08:11 GMT-4 Hello ***, Thank you for reaching out. Unfortunately, we will not be able to help with replacement parts. We do not carry / sell such parts anymore. You will be need to purchase unit as a whole. Apologize for the inconvenience caused. Sincerely,****** - Customer Support" They are suggesting I purchase another $400.00 faucet, that only requires a $2.00 part, that I'm more than willing to pay $75.00 for a replacement stim! Please help me get this resolved. Sincerely,*************************** **************************************************************** ************

  Customer response

  06/05/2023

  --------- Forwarded message ---------
  From: ********************* <**********************>
  Date: Mon, Jun 5, 2023 at 12:20 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <info@mybbb.org>
  
  Hello,

  
  

  I just wanted to give BBB an update. Regarding ********-*****. 

  I just received a phone call from the company advising they will be sending me the part I need. I'm very appreciative of BBB getting involved, but still very disappointed with the company needing to be promoted to do the right thing.

  
  

  Thanks again,

  *********************
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have repeatedly tried to reach Fontana Shower's service department to no avail. We have issues with the product we need help resolving. This order was nearly $100k and it should not be this hard to get support.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased several thousand dollars of tub and bath faucets as well as upscale showers in July 2021 on more than one order. A major renovation is being completed on my home. Because of COVID19 workers and suppliers played a major role in the time frame of installation of these items. The showers have just been installed and boxes are just now being opened. I purchased one brushed nickel showers set and three gold showers sets. The plumber informed me that parts were missing from the one brushed nickel set that I purchased. I contacted Fontana Showers and via email I was contacted back by ******* who in my opinion was very unprofessional. I did initially make the mistake when typing and asked if they sale parts and he stated no. I then corrected via email that the parts were missing from that ONE BRUSHED NICKEL shower. He asked for pictures and I supplied pictures and copy of sale. He then told me he needed pictures of me opening the box. I stated to him that I did not have pictures of me opening the box, which I feel is very unreasonable. The parts missing are part of the trim out of the faucets and I absolutely need these supplied to me. I was told I had a one year warranty. The parts are missing! I did not say that it did not work. ******* suggested I go to **********, ******, or another location to purchase.

*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. ↩