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Complaint Details
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Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a shower system on April 24, 2020 they state that their products have a five year warranty. The contractors installed the shower system four years ago and since then Ive been having grout issues. They tore everything back and under the tiles that American bath company had pre-assembled for the shower pan there was a huge crack. I emailed them last week Friday and they got back to me, but said she didnt want to give me wrong info that she had to email my request higher up and I should probably hear something Tuesday. I heard nothing May 28 so I emailed again to which she said when I hear something you will hear something. I emailed her again asking how long it normally takes. If theres a number to call because nobody ever answers the ******************************************** back. Its been two days with no response, and I dont know what to do. Ive sent pictures of the work being done, completion, issues along with the crack.
Business response
06/25/2024
The last email we sent out to ******* did not get a response. Our production team has been looking into the issue but has not been able to duplicate how it would crack on top and not the bottom. Production has advised the best way to repair the crack would be to use a bondo product. I have linked the items below. The bondo product would patch up the crack and add some strength to that area as well. Once it has fully cured, the customer should be able to reinstall the tile and regrout the pan. We will send out the replacement tile when the bondo has cured and the tile is ready to install. This solution will have the fastest results to fix the issue.Please see the links:Bondo Fiberglass Resin: ****************************Bondo-1-qt-All-Purpose- Fiberglass-Resin-20122/ 202077790#overlay (this might be the best buy as its a full kit) Fiberglass repair kit: ****************************3M-Fiberglass-Resin-Repair- Kit-9-Quart-422/310136003 Customer response
06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
05/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I am seeking a reimbursement of $11,000 from American Bath Factory as the shower system they sold us is flawed and deteriorating daily. This amount would reimburse us the $6,056 we spent with them and cover the cost of deconstruction since we need to replace it. The basis for my accusation that the design is flawed is that the doors do not glide open without the wheels scraping the shower pan (causing screeching). We installed a replacement mechanism they sent us and it does the same thing. It is deteriorating daily as the wheels are scratching and digging into the stone composite plus the finish in the pan is rubbing off causing a brown dirty color to appear which will not come off with cleaning (mind you we have used the shower for only 3 months). The attached pictures show the black scratches from the wheels, the discoloration of the shower plan and the flimsy gliding mechanism. We had a shower door expert come to the house and he confirmed that the mechanism is not nearly sturdy enough to support the weight of the glass doors. My husband and I have worked with ABF over the last year getting replacement, missing and wrong-sized parts to correct problems that we had all along the way. To finally have it installed and find out that it doesn't perform as advertised is beyond disappointing. This bathroom remodel was a lot of money for us and we researched thoroughly to make sure that we felt great about how we were spending our money. We thought we made a good choice with ABF's products. We were wrong.Business response
05/26/2022
We do not cover labor as our showers are DIY, Do It Yourself, and hiring someone to install the shower is up to the customer. This has already been explained to the customer and its also on our website for the customer to view before purchase. Our tech team has already been working with this customer so they already know what our company is willing to compensate for their issues with our product. We will not cover labor and we will not be covering anything other than the cost for the shower unit itself. We're sorry for the experience the customer had with our product, but our warranty and terms is clearly shown on the website before purchasing. As the customer has stated, we been working with them for the last year and provided our services to help them with the issues as they came up. Our tech team will continue to work with them as they come to an agreement of compensation.Initial Complaint
04/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a $2200 Walk-in Bath Unit, took longer to deliver than website stated. Contracted installer for soonest date available. Contract inspected the unit which came damaged, with later replacement parts. Reschedule for 3 weeks later. My wife and I were not home during contractor installation, Coloring of premanufactured parts doesn't even come close to advertised photos on their website (photos included). Panels were supposed to be "burnt oak', they look like bleached driftwood with poorly manufactured "seams" of the wood panel. Contractor had no idea of what ordered color was to be, installed their kit per agreement. Upon return home found color of "wood" portion didn't match advertised color. I provided photos to ABF which they wouldn't take responsibility for their poor MEXICO manufacturing issues. Essentially they are stating they have no accountability for their product. Asked for compensation, they offered a future purchase discount on another shower unit. Why would anyone want to purchase another, when they don't take responsibility for their already sold product.Business response
04/13/2022
Customers are expected to inspect the product before installation. The customer waited 3 weeks for replacement parts, that was an additional 3 weeks to inspect the product before installation. If the customer wasn't at their residence, they could of had the installers send them pictures to make sure everything was accurate before installation. This is negligence on their part. The wood accent is outsourced through Home Depot, it's their Lifeproof Wood Vinyl Flooring. Colors can be displayed different on computer screens compared to in person, which is why it is important to inspect the product before installation. We take responsibility and accountability for our products and will replace parts that are defective. We will not be compensating the customer, they should of reported any personal issues with the product before installation.Customer response
04/15/2022
I am rejecting this response because:1. With Covid-19, all contractors are delaying or not even taking on small projects, and rescheduling ones that aren't ready.2. This SELLER expects the consumer to be their quality control. We (the contractor and I) discovered the DAMAGED/BROKEN product inside a seal crated box with no damage.3. If they think we didn't do due diligence inspecting they are WRONG. If the I (consumer) is to inspect every component of a kit for proper manufacture (as if I knew what I would be looking for), they are crazy!4. Their supplier in MEXICO to due quality control is what we paid over 2200.00 for, them to have a quality control process to ensure the client gets the best product. The photos provided show the disparity of color and "texture" 100%, as well as a seam line which is HORID.Finally if seller was going to HONOR a discount of a future purchase (which they later withdrew because they mistakenly took someone else's complaint as mine, HONOR a appropriate cash settlement. As far as leaving negative on all sites I could, it is because the SELLER doesn't allow it on their own site, as they control all feedback. It is my duty as an HONEST buyer to warn others of the deceitful business practices of this SELLER.
Business response
04/19/2022
Hiring services has nothing to do with us or our products as all our products are DIY, do it yourself, and its up to the customer if they want to pay for labor to do the installation. We are not held accountable for the experiences you had with other businesses such as contractors. We don't expect customers to do our quality control as we have staff that does quality control before the product ships out. Products can get damaged during shipping, so the customer does need to inspect the product at time of delivery. Also the customer themselves should inspect the product before installation to make sure its what they were looking for to avoid complications later. The customer didn't do they're due diligence as they have an issue with the shower for its cosmetics which could of been caught during a personal inspection before installation. Our facility in Mexico has quality control and again the issue here is the customer has a problem with the look of the shower which could of been caught during a personal inspection. We never offered a cash settlement so we don't have to honor it. We will respond to the customers reviews as they are posted.Initial Complaint
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a oversized shower stall with add ons last year. The workmanship on base was horrible. I contacted them about it, after many emails said would ship another one, this one is pieced together just as bad as the first one. Spending almost $4000 on a shower stall for my mother I expect quality workmanship. I emailed last year after replacement was delivered telling them of the poor quality once again, I emailed several times with no response. My last response was said I could return it, I would have to pay for freight shipping to them. This is ridiculous, they can not provide a quality item and I have to pay to return. I attached pictures of workmanship, I included pricing, delivery information, parts of email communications. I took screen shots to send. I have many, many other emails, last picture is one they show online, definitely doesn't look like what they shipped me, 2x!!!! Thank you! ****** ****** ###-###-####Business response
03/31/2022
The product the customer received was not faulty or damaged, it just wasn't up to Rachels standards in terms of how it looks. Our photos online are fully installed showers and we have plenty of reviews with satisfied customers once the shower is fully installed. We offer a 30 day return policy which we have extended for ****** due to the communication she has been having with our technical department. We allowed ****** to return the product for a full refund but she will have to pay return shipping fees. Once we receive the product, we will inspect it to make sure its in new conditions. It states clearly on our website that customers must pay the return shipping fee when they return the product for a refund. This information was available before ****** purchased the product and is in full effect for all returns. We will not be giving ****** a refund until the return shipment has been paid for and received so we can fully inspect the product.Customer response
04/01/2022
I am rejecting this response because: It is not just my personal opinion that the quality is unsatisfactory. I had many other people, including contractors who said the quality of the Workmanship was not acceptable. I will have repaired the best I can and then the company who I disputing with should be responsible for the repair bill. AGAIN, NO WHERE ON THEIR WEBSITE DO THEY SHOW ONE WITH THE HORRIBLE WORKMANSHIP LIKE I RECEIVED!!! THEY NEVER STATED WOULD BE TWO SEPARATE PIECES PLACED TOGETHER, NOT ONE WHOLE PIECE UNTIL AFTER I COMPLAINED. I have all of the email communication regarding this!!
Business response
04/05/2022
Our rma/technical department offered to send the customer another pan but the customer refused it and wanted a refund. Usually a refund isn't offered unless there is no way to fix the issue. However, the customer refused the solution to fix the issue, so we are making an exception and treating this return as a 30 day return where the customer has to pay return shipping. We will not pay for repair cost ether as we can just send replacements for product issues. Showers have always had two bottom thresholds that meet in the middle since 2012, there's pictures and information of it online and it's shown within customer reviews. We need to inspect the product in order to process a refund and the only way to inspect the product is to have the customer return the product. The customer is responsible to get the product back to us which includes paying the shipping cost.
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4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.