Complaints

This profile includes complaints for Bootz Industries's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bootz Industries

  1400 Park Street Evansville, IN 47710

• 

  Bootz Industries

  1400 Park St Evansville, IN 47712-5301

• 

  Bootz Industries

  P.O. Box 18010 Evansville, IN 47719-1010

• 

  Bootz Industries

  2301 Mayland Evansville, IN 47712

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bathtub from Home Depot and it was in a sealed box. My plumber installed the tub and when my contractor was finished the job he sent in his cleaning crew. There was a label on the tub and under the label was a chip. I contacted Bootz because Home Depot told me it was covered by. Warranty. Bootz is telling me they only cover defects and not damage and will only provide a repair kit and the name of companies who can do the repair. I purchased this tub in good faith and I should not have to now pay for a tub repair on a brand new tub. Any assistance you can give in resolving this issue would be greatly appreciated.

  Business Response

  Date: 04/08/2024

  We understand the customers frustration with this issue, as our warranty team stated this is not a manufacturing defect but a chipped which is considered damage and is not covered by our warranty process.

  Based on the pictures that the Bootz warranty team received - this issue is a chipped area on the apron ledge caused during or after installation of the bathtub or tile.   Customer stated that there was a label located on this chipped area which is located on the apron ledge.  Bootz does not attach any labels to this area, we only apply one to the back wall of the tub that list the care and cleaning instructions for all our bathtubs, which tells us that the label was moved after it left our factory. 

  We have sent the customer a Porc-a-fix touch up kit that matches our product and will cover and seal this area for them. This Porc-a-fix touch up kit is easy to use and we also have an installation video on our website Bootz.com, that will show the customer how to apply the touch up kit but will also show them before and after pictures of a repaired Bootz product.

  salesforce case # ********
  

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Bootz Industries about a bathtub we bought at Home Depot Oct 7, 2023. We installed the bathtub and were tiling the bathroom. When we took the wrapper out of the bathtub it has rusted spots all over, it also has unfinished porcelain glaze in the sides. We contacted Home Depot, and they told us that in order to help us we have to uninstalled(removed) the bathtub from our bathroom. When we discovered the rusted spots, (Nov 6, 2023) our bathroom was halfway done. We told the person that was doing the bathroom, so he removed the tub, and, in the process, he has to also removed all the tiles, cement, boards and accessories already installed. So, we contacted Bootz and they said that they can send us a touch up kit. A touch up kit won't help us because like I said at the beginning the bathtub was removed and returned/refunded to Home Depot, also we bought a (New) bathtub!!! Not a bathtub to make repairs on it, due to the poor quality of the manufacturers. Thanks to this poorly manufactured bathtub I am out of almost 5000.00 and have an unfinished bathroom. Some individuals from Bootz email me back and they told me they cannot be responsible for the damaged and waisted of materials their idiosyncratic behavior cause. They send me a BS warranty, that do not apply to my situation, because it was because of their poor QC job. Thanks for ruing my holidays!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 11/16/2023

  To whom it may concern,

  Whenever there is a warranty issue, the first step is to reach out to Bootz to start the warranty claim process.  We do not recommend taking action such as repair or replacement before reaching out to us as outlined in the warranty terms and conditions.  We initially offered a touch up kit to the customer, and then asked for their receipt to offer them a refund on their tub.  The customer then informed us that they had already returned the unit to Home Depot, where they purchased it from.  Since they already received a refund on it and ripped the tub out on their own, there was nothing further we could offer them under the warranty.

  Customer Answer

  Date: 11/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The bathtub was removed because it was rusted and defected...In order to returned it we have to remove it!!!Because of your poor QC bathtub we have to stop the bathroom remodeling because we do not want a nasty, rusted tub in our bathroom. I bought a "new" bathtub. not a rusted bathtub. That's why we returned it, but in order to return it has to be removed and in the process of removing it may materials were ruined and damaged! Thanks to your nasty rusted tub. that's why we are asking for the money to replace the materials that were loss due to Bootz nasty rusted tub. Also, the nasty rusted tub was removed by the contractor not by any of us like the Bootz person stated. All this was explained to many individuals that work at Bootz. I also explained to the CSR and the technical manager ***** ***** that we are disabled individuals that put a lot of effort to get the money together to fix the bathroom according to our needs., with a fixed income. Not that they care. I also told ***** and the CSR *********** that we returned the rusted tub in order to get our money back, but in the process of removing the nasty rusted tub materials were damage!!!!!!!! That's why I am seeking compensation for the materials that were loss, thanks to Bootz nasty rusted tub.
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/20/2023

  To whom it may concern,

  Bootz' warranty policy states that the customer must contact Bootz immediately, and it's at Bootz' discretion on what the next steps in the warranty process are, whether than be returning the tub, refunding the money or sending out a tech for repair.  The customer cannot first make that decision, and then reach out to Bootz for compensation.  This does not follow the warranty process, which is posted and outlined on our website.  Most warranty issues can be resolved without the removal and damage of the surrounding tile, which is why Bootz requires the customer to reach out to us first. 

   

  Customer Answer

  Date: 11/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: When we called home depot that is what they told us to do!!!! Also no one want to repaired a new item, that's why we bought it new so we didn't have to make any repairments..... it is not my fault that Bootz QC failed to properly inspected the bathtub. It is not my fault that many others have the same rusted problems because of the poor QC qualities Bootz tubs has....I will advise Bootz to change their QC team or retrained them..... again when people buy new things is for a reason....Bootz needs to Stop blaming the customers for your lacked of skills. Bootz should be ashamed of their poor customer skills. I'll make sure I'll let others know of how Bootz treats disabled sick customers. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HUGE CHIP UNDER FACTORY STICKER BUT NO PORCELAIN ON STICKER??? The first tub I bought was delivered by Home Depot and when it was delivered it had several chips in it, I then had to return it, I own a nissan sentra so had to ask a friend. The only replacement HD had had a chip at the very end but I could use it and the wallboard and tile would cover it. I always cover my tubs when installing them with the cardboard it came in as well as a moving blanket. After installing all my beautiful tile and durock imagine my HORROR on clean out day to SCRAPE OFF THE COMPANY GUARANTEE STICKER TO FIND A HALF DOLLAR SIZE CHIP RIGHT DOWN THROUGH TO THE STEEL!!! Funny thing is a chip this size would not have stayed under the thin sticker undisturbed and there was not a single sliver of porcelain under the sticker! That can only mean one thing whoever put that sticker on in the factory did so deliberately to hide the chip, Or are the stickers always slightly OFF center? I Cant take it out!!! I have cement board and tile around it. if they have a cheaper way to fix it than refunding my 200 dollars I'd LOVE to hear it. I'm going to try writing them now

  Business Response

  Date: 11/30/2023

  The picture that is attached is showing a chipped area, this type of damage is caused by the installation of the bathtub or the tile.      The sticker that we attach to our bathtub is on the back wall of the bathtub, it does not go up on the ledge of the bathtub.   Customer will need to contact their contractor and have them repair this area.  Bootz does have a touch up kit that we can send out free of charge that will match our products exactly and will cover and seal this are for them.    We have an application video for this type of repair on our website BOOTZ.COM and it shows the before and after pictures of a chip repair.     If the customer has any questions or would like this touch up kit - please have them contact Bootz :    ***************@BOOTZ.COM or give us a call ************

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my new tub and surround installed the week before thanksgiving. i contacted Bootz the first week in January after discovering small rust spots starting under my tub mat on bottom of the tub. This item was installed only 2 months ago. After completing claim form and chasing for a response I finally received a message back that stated the following - mind you their product info son their page stated no rusting but somehow it is not a defect or warranty covered problem! I don’t know about anyone else but since when after 2 months of use is it “normal” to have a tub begin to rust!!!! I normally wouldn’t take to this level of complaint but I’m not going to be intimidated and taken advantage of by this company on a product installed and used in such a short period of time having problems. I will not be “scrubbing” a surface before repair- they can have it repaired properly or pay for a new product to be j stalled along with the cost of tile work I just completed in my bathroom a few months ago! CER agreed to take the work order ****** for the manufacturing defect of Laking on the walls. For the issue with the tub, even though this is surface rust and chipping and not seen as a manufacturing defect, I did get a Customer Courtesy repair for the non-warranty work on the tub approved along with the laking repair. CER will be contacting you when the patch kit comes into them. You will need to follow the cleaning instructions listed below to remove the rust from the bottom of the tub before the technician can make the repair, or the repair will not stick. 1.)Bar Keepers Friend (powder version)**Bar Keepers Friend is found in the Dish Detergent aisle at Your local Retailer** 2.) Run Water in the bottom of the tub and drain it, but do not dry. 3.) Sprinkle the Powder version of Bar Keeper's Friend onto effected areas, creating a paste with the cleaner. 4.) Let set for 15-20 minutes. 5.) With a soft nylon brush scrub the areas. 6.) Rinse well with water. If necessary you can repeat the process. Thank you, ******* ******** Technical Support Agent American Bath Group

  Business Response

  Date: 02/16/2023

  We apologize that the explanation for their rusting issue was not explained to the customer.   Based on the pictures sent to us, the small spots would be considered surface rust.  Surface rust is caused by construction debris that has become trapped in the slip resistant material on our tub.   The cleaning procedure given to our customer would resolve this issue.  If after the cleaning the customer was still having an issue they could send us new pictures so that we could help them resolve the new problem.    Bootz warranty policy only covers manufacturing defects, defect would be on the tub at the time of purchase, it would not show up at a later date.    Bootz will reach out to the customer in an effort to resolve this issue.

  Business Response

  Date: 02/20/2023

  Bootz has sent a direct email to this customer to explain the issue they were having with their bathtub and to help them resolve this issue.   Customer has not responded to that email only to the BBB complaint.   The Bootz website does mention under support and frequently asked questions the customers issue and how to resolve it:   " I've noticed small rust stains on the surface of my tub.  Why is my bathtub rusting, and how do i get rid of these rust stains?" 

  "What you see is surface rust.  The fixture is not rusting, but foreign metallic particles trapped on the slip resistant surface have oxidized and left a stain.  The particles can be the result of hard water, drywall nails, cleaning tools and/or an unprotected bathtub during installation.  These rust stains are know as surface rust because the particles stain the glossy porcelain surface.  To completely rid the bathtub of these stains and bring the finish back to the original glossy condition, use an oxalic-acid cleanser (Bar Keepers Friend or Zud), and a stiff nylon brush."

   Per the customers last comment, the tub and surround have been repaired by a repair tech that our warranty department sent.  This warranty claim has been completed.
  

  Customer Answer

  Date: 02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They are recanting in a retaliation for my BBB complaint.  I will not cause surface damage scrubbing bottom of tub to take pics and have them decide if they will fix it when they are telling repair company it is not warranty covered anyway 
  Sincerely,
  
  ****** *** ******* ******

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This tub to begin with had something that felt like sand paper not good for senior citizen skin then the tub always looks dirty when it's clean I regret buying this tub.

  Business Response

  Date: 12/01/2022

  Business Response Contact Name and Title: bootz customer care Contact Phone: XXX-XXX-XXXX Contact Email: ***************@bootz.com All Bootz products have a slip resistant coating on the bottom of the tub bowl. This is a building code regulation for the USA. This same material will hold soap residue, it can be cleaned with the below cleaning process that can be done when needed. Bar Keepers Cleaner - powder version of cleaner create a paste with the cleaner an let it sit on the area for 10-15 minutes. scrub with a stiff nylon brush and rinse thoroughly. if an improvement is seen, then repeat this process if necessary. customer can contact Bootz and we can discuss these issues with them.