Business ProfileforAmerican Acrylic & Injection

I ordered a 34x34 shower stall...we got a 331/2x331/2 ...it was too small. They kept tell me about a 1/2 inch tolerance ( I contacted three other tub/shower builders they all told me that their product is true to advertised size) for so the tub would not be too big for my opening...if I wanted a 331/2x331/2 that is what I would have ordered....they will not work with you even if it is their mistake...I even offered to bring the tub back to them so I could watch the inspection and take a store credit because I am going to re model my other bathroom...still wanted the full restocking fee ...I should have and will get my products from Home depot and Lowes for now on...if they make a mistake they take care of it...a 34x34 should be a 34x34 if I wanted a 331/2x331/2 that is what I would have ordered.....

There's a tolerance in everything that's manufactured. We don't offer half sizes as they are pulled from molds. We sell thousands of theses pans with no issues from other customers. We have offered our return options listed on our website. Unfortunately the customer doesn't agree with our policy.

If they do not offer half sizes why did I get a 331/2x331/2 ...this should be a simple return it was the wrong size I ordered a 34x34 and got a 331/2 x331/2 ... the pan was not the size I ordered... when you order jeans you don't accept the wrong size because they say oh but I knew you wanted to lose some weight? I expected a pan the size I ordered ... yeah I understand their return policy but this is their mistake ... they sent me the wrong size ....they sent me the wrong size ... period

The pan size was not what I ordered ...I ordered a 34x34...I have talked with three other makers of similar products they all told me that the pans they sell are true to advertised measurements....if the 34x34 mold is giving you a 331/2 x 331/2 then the mold need to be fixed...to put out a 34x34..they know their pans are not tore to size and are selling pans that are not going to fit without some extra major work.....if someone was making pants that they claimed to be 34's and they are really 33.s and when you try and return them they tell you we knew you wanted to lose weight and then they are forcing you to pay a restocking and shipping fee because they are making the wrong size...is that fair? No, it is not fair...the stated size of the pan was 34x34 I received a 331/2 x 331/2... I am being told that I will have to pay for shipping, about $100 and a 15% restocking fee another $100 because they have a mold that is putting out the incorrect size and they know it is not the correct size and then they tell me that the solution for them sending me the wrong size is rebuilding my shower stall frame to fit their mistake...It should fit just like the one did that I got to replace thiers...it fit without shimming without me having to redo the 2x4 frame without me having to put the pan in incorrectly ...they told me to use the sheet rock as filling it the pan did not fit right....the sheetrock goes above the pan and the shower wall goes on the outside of the pan lip so you will not have a chance of the sheetrock getting wet and the shower has a better chance of not leaking when the shower wall is on the inside of the pan ....I even offered to take a store credit because I am getting ready to remodel my other bathroom, and I offered to deliver the pan back to them so neither of us would have to pay shipping...they are close enough to me to were it would cost much less in gas, I am a retired teacher/coach so I have a little extra time on my hands, but they still want me to pay the 15% restocking fee for their mistake...I ordered a 34x34 not a 331/2x331/2 ...they sent me the wrong size.

You sir are the first DIY'er unable to install this shower pan out of 1000's sold over many decades. Acrylic products are made from the same molds time after time after time, there is a tolerance we meet plus or minus due to the fact that each and every product that is vacuum formed shrinks to some degree which we try to figure at .003 per inch and believe me EVERY single acrylic tub and shower pan manufacturer has these same specs because of the nature of vacuum forming acrylic then backing with fiberglass IT shrinks as it cools! So if you suddenly know something we don't please school us and all other manufacturers with your extensive knowledge on how to manufacture vacuum formed products properly. It's the same mold that has been in use for years! If you framed your opening at 34"x34" and you put your pan in between the studs once you put your 1/2" green rock against the studs onto the top of the nailing flange, that opening is now 33" and then surface material whether it be tile, granite, acrylic or fiberglass for your walls is designed to drop down into and onto the horizontal flange in order to make the pan waterproof, now caulk everything and this works exactly as designed and what you say can't be used just made a beautiful installation! You seem to be of the belief that these are hand crafted off single use military spec molds! You Sir are getting the same exact thing as everyone else yet the difference is you can't follow instructions. Not sure why or how you can not understand this! You were given the opportunity to return under our terms. We are not in the business of using our time, labor and money to buy packaging, package and send product out in order for you to not understand how to install something. The part of what you say won't work is the part that is the completely hidden water barrier system never to be seen again after your walls are placed! Thousands installed since 1977 and 1 that can't be installed because install instructions can't be followed. I guess we will have to agree to disagree since you refuse to send it back in undamaged and resellable condition.

Again let me say that if this would have been a true 34x34. we would not be having this issue...when I ordered this pan me and my contractor accounted for the green board and the shower wall ..I needed a 34x34".... it was 1/2 " too short... My contractor could have rebuilt the supporting 2x4's to come in 1'2' but that was going to cost quite a bit more money...if the pan would have been a true 34x34 it would have fit...and we would not be having this issue right now...it is funny that the pan my contractor told me to get from Lowes fit just the way it was suppose to ... My contractor and I did not have to do anything special... everything fit perfect....that 1/2 inch is why it did not fit...I plan on bringing the pan back to you in person so we can inspect it together... I do not want to take a chance on it getting "damaged" during shipping...it is in brand new like delivered condition right now ....I feel certain that my credit card company will see that I did not get the correct size that I ordered and will credit me with the full purchase price. But I am still willing to try to work with you , I still find it hard to believe that when I offered to take a store credit you declined. I still need another pan or tub if you are willing to give me a store credit for what I paid for the pan without a 15% restocking fee... I am willing to drive the pan that you sent me up to you so neither one of us has to pay for shipping, you can inspect it....and we can move forward....that is of course if you have a tub or pan that will fit my next remodel...I am not sure why we could not have handled this without BBB getting involved ...I tried to e mail and work with you by sending three e mails....good thing BBB is around other wise I would have never heard back from you. I hope that we can resolve this problem in a professional respectful way. Thank you BBB

You have already disputed your credit card charge. No since in tying up our production manager. He knows his product as he's been there for 15 years. We've sold many more 34x34 pans since you bought one and no issues have risen from any one else.

I understand what you are saying.... I run a business, I normally have zero issues with my product, but at times product issues do happen...I also have a return policy that I have advertised and normally have no issues with people following that policy but there are times when I make an exception and this is one of those times that an exception should be made ...I did not get what I ordered ...I understand what you are saying about your production methods and the shrinkage that occurs...if I would have been informed that a 34x34 is really going to be a 3312x331/2 I would have ordered a larger pan ...and if the pan I have now would have been a true 34x34 I could have made it work...if I would have been told that the true size was going to be smaller than advertised ... because of shrinkage that accrues because of the way it is manufactured ...then I would have ordered a 35x35 and then the pan would have fit prefect. When I got another pan it was true to advertised size...I did not get what I ordered from you ...a shower pan that was supposed to be a 34x34...an exception to your return policy is in order in this case. I am willing to take a store credit on another shower pan, I need another shower pan right now...I am about ready to get another shower pan very soon....it might as well be from you so we can resolve this problem, my willing to take a store credit should have put an end to this.....I am unsure of why you are not willing to give me a store credit. The bottom line is I got a product from you that I could not use because I though I was going to get a shower pan that was 34x34. I did not get a 34x34 shower pan...regardless of the reason why, I did not get what I ordered. Now that I understand that the products you are making are prone to shrinkage I will order a larger pan to account for the shrinkage. Let me know if you want to give me a store credit without the 15% restocking fee and I can deliver the other pan for your inspection asap. Talk to you later Blane