ComplaintsforAtlantis Whirlpools

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 7, 2021 I ordered a bathtub on Amazon (*********************************************).In Feb 2023 a crack appeared. I tried to contact the manufacturers (Atlantis Whirlpools) support. The response has been slow and lacking in information. Here is a transcript:Crack in bathtub Feb 19, 2023, 8:03?PM (10 days ago)to info There is a crack in my bathtub (Atlantis Whirlpools 6060SWR Sublime)that I purchased on Amazon in June 2021. How do I get this fixed through warranty?The contact option on your website results in an error message. Let me know if there is a better way to contact you.Thanks,****** Support via zendesk.com Feb 21, 2023, 5:19?PM (8 days ago)to me Your request (******) has been updated. To add additional comments, reply to this email.****** Feb 21, 2023, 20:19 EST Hello,My order number is # ***-0063273-0368201 , order was placed June 7, 2021.Phone number: ************.Thank you,-****** Feb 19, 2023, 23:03 EST This email is a service from Atlantis. Delivered by Zendesk [EPGXOW-G0M4R]Adria (Support) via zendesk.com Feb 24, 2023, 10:24?AM (5 days ago)to me Your request (******) has been updated. To add additional comments, reply to this email.Adria (Atlantis)Feb 24, 2023, 13:24 EST Good afternoon, This is not our order.Thank you ****** Feb 24, 2023, 16:51 EST How does that matter? Are you not the manufacturer?****** Feb 28, 2023, 9:11?PM (1 day ago)to Support Hi,I'm still waiting for an answer, its been 11 days.Thanks,****** Support via zendesk.com Feb 28, 2023, 9:12?PM (1 day ago)to me Your request (******) has been updated. To add additional comments, reply to this email.

  Customer response

  03/07/2023

  Attachment 1: Owners manual for the bathtub:

  Relevant part of the owners manual:

  10 YEARS STRUCTURAL
  BATH SHELL: Atlantis Tubs warrants its bath shells against loss of
  water through the fiberglass laminate of the tub body as a result of a
  defect in materials and workmanship, for a period of ten (10) years
  from the purchase date.
  10 YEARS SURFACE
  The acrylic surface is warranted against blistering, cracking and
  chipping resulting from a defect in the acrylic surface material for a
  period of ten (10) years from the purchase date. SCRATCHES ARE
  NOT COVERED UNDER WARRANTY

   

  Attachment 2: Amazon order

  According to the amazon seller, this is Reference PO no. MB12444Scheidler.
  

  Business response

  03/31/2023

  Like the statement reads, we did not sell the tub to this customer. They need to directly contact the seller of this order.

  Customer response

  04/05/2023

   
  Complaint: 19524340
  
  I am rejecting this response because:

   

  Is this a joke? The manufacturer's warranty is by definition the duty of the manufacturer and not any intermediate seller.
  
  Sincerely,
  
  ***********************************

  Business response

  04/13/2023

  Please note the answers given to this customer have been fast and clear. The warranty is only on the shell and for natural causes. Additionally, this is NOT our sale, someone sold this to the customer. We have instructed this customer to contact the actual seller for assistance. 
  
  Although the order did not belong to **, we decided to make an exception and offer this customer $200 to fix the tub crack. 
  
  Please note our policy only covers naturally caused cracks, and the small crack shown seems to have been inflicted to the tub. Since the customer chose to dispute, we will follow the correct process. This customer is to contact their seller, which is not **. 

  Customer response

  04/20/2023

   
  Complaint: 19524340
  
  I am rejecting this response because:

  "answers have been fast and clear" --  technically yes, but the responses were never helpful, informative or helping to move the process forward. They were always deflecting and rejecting.

  "this is not our sale" -- if this bathtub has not been manufactured by this company and Amazon has sold me a counterfeit bathtub, please provide evidence so I can contact Amazon about it. But if this bathtub was manufactured by this company then I can expect them to honor  their manufacturers warranty. Manufacturers have a choice whom they sell their products to, if they don't want resellers to help find customers then they can simply not sell to them. Having a reseller does not shift the manufacturers warranty to the seller.
  

   

  I contacted support on 2/19 and asked how to start the warranty process. The answer came immediately that the case was closed as "not our order". No help was provided to find the order number from the Amazon seller or to find out who this seller was. Then support lied to me about the warranty, claiming there was only a 1 year warranty even though all public documentation confirms a 10 year warranty. Then the case was closed again as "warranty is valid only for natural causes", without ever asking for any information or picture about the crack. It was very obvious to me that the only goal of support was to deflect my issue elsewhere and to make me go away.

  We tried another support case over the phone and after many harsh words at least got to a point where we were asked for photographic evidence. We were then told that we should get quotes from bathtub repair services and the manufacturer would pay for it. We did so and ... crickets.  We had to call again and after more harsh words someone looked at the quote and told ** it was too high. Now we can't judge the usual cost of bathtub repairs since we have never done this before, nor can we discuss with the service agent about the exact work that needs to be done in order to get a better deal. So we asked support to contact the service provider directly and negotiate a better price. They agreed to do so and never did as we confirmed with the service provider.
  

  At that point a support manager reopened my original case, agreeing that I had received terrible support. They promised to fix the issue and then came back offering $200, and confirming that they were trying to do the least possible.
  

  In the meantime the bathtub has been repaired for a total of $550, including taxes.

  I asked the ******************* what could have caused the crack and they said most likely something hit the tub from behind and over time the crack worked itself through to the surface. To get better information the tub would have to be removed and inspected from the outside, if this business is willing to pay for a full bathroom remodel we can invite them back to analyze the flaw.
  

   

  So this whole process has been a very long and painful affair. We did not have the comfort of our bathtub for 3 months and had to pay for the repair ourselves, while the manufacturer of the bathtub still tries to get out of their responsibility to honor their posted warranty. They missed the opportunity to negotiate a better deal or to recommend a different service provider. They also missed the opportunity to impress ** by demonstrating their pride in their product. At this point all they can do is reimburse ** the $550 for the repair.
  

  
  Sincerely,
  
  ***********************************

  Business response

  04/20/2023

  This is not our sale. We are not the seller of this order. That said, this customer need to contact the actual seller. 

  Customer response

  04/21/2023

   
  Complaint: 19524340
  
  I am rejecting this response because:

  Which part of "Manufacturer's Warranty" is too difficult to understand? I'm happy to ****** a dictionary for you to get the official definition.
  
  Sincerely,
  
  ***********************************

  Business response

  05/01/2023

  As mentioned, the customer needs to contact the Seller. We are not the seller. We did not sell a unit to this customer. 

  Customer response

  05/05/2023

   
  Complaint: 19524340
  
  I am rejecting this response because:

  This is going in circles, support is just not willing to help in any way, not even to get closure on this case.

  Amazon's warranty is a "Voluntary 30-Day Return Guarantee", after which the manufacturer's warranty triggers. Obviously I contacted the amazon seller first and they directed me to the manufacturer and provided the manufacturers purchase order number: MB12444Scheidler.
  

  If any communication between the seller and the manufacturer are required, please go ahead and do so. There is no need for me to play email forwarder.
  

  
  Sincerely,
  
  ***********************************

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