ComplaintsforPacific Bath Company

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The shower was installed December 6th 2022 and after letting it sit for 48 hours we started using the shower. Water started pouring out of the bottom of the fixed glass, it was never sealed. Called and scheduled a repair. It took many calls for this as they would set appointments and no one would show up and the only follow up was me calling to find out what is going on. Finally someone came out looked at the problem and told us someone would be scheduled to come out to do the repairs. Another week went by all this while water running out of the shower onto the floor, someone made the appointment. Got fixed let it sit for 48 hours, started using the shower and started leaking again. Made an appointment no one shows up and no one ever followed up. Never got fixed. Now the sealer is separating from the shower shelves. Made another appointment and Yep no one shows up or calls. Have missed over 5 days of work only to be disappointed in no one showing up no follow up calls and no care in the world. This company does not care about what happens to your shower after its installed. Pour costumer service with pour quality work as the shower trim was installed upside down as well. Noticed the weep hole was at the top of the trim. I had to make the repairs myself due to the worry of water getting behind the walls and creating more issues. Could not depend on Pacific Bath Company to do the repairs in a timely manner. All pictures were sent to the sales associate.

  Business response

  06/27/2023

  While Pacific Bath strives for every job to be error free,sometime things arise that needs service, i.e., work performed pursuant to the warranty provisions of the contract. Pacific Bath than performs any warranty/service work required. The goal is that only one warranty/service call would be needed to correct whatever the issue was. In many cases, only one warranty/service call is needed. We can understand why a customer can become frustrated if any, but especially if it takes multiple, warranty/service call(s) to correct an issue.

  Unfortunately, after Pacific Bath completed the initial install on December 5, 2022 there was an issue with the Customers shower door leaking requiring additional caulking. Pacific Bath had a qualified service technician complete the original warranty/service call about a week later, December 13, 2022. Typically,this should have completely rectified the issue. Yet, as the Customer indicated, the issue can and did re-appear.

  There have been communication issues trying to schedule a second warranty/service call. We are sorry for these communication issues. These communication issues have been complicated by our service technician calling out sick on the date that we did finally schedule the second warranty/service call.Ever since, we have been trying to work with the Customers calendar to re-schedule this second warranty/service call. Again, we are sorry for the frustration we caused the Customer.  We are continuing to work with him to completely rectify the issue.

  Customer response

  06/27/2023

   
  Complaint: 20133711
  
  I am rejecting this response because: The work had to be taken care of as water was pouring out of the shower onto the floor which could have resulted in more issues. Water was getting behind the shower as the calking was failing in this area and had to be fixed. Now since the water got behind the shower there seems to be mold forming at the bottom of the shower where wall meets the shower pan and the calking is getting black dots in it that will not wash or clean off. I would like to have a reimbursement for time and materials it took to repair the issues that Pacific Bath Company could not get to in a timely manner. I understand employees do call out sick the issue was that no one from your company took the time to make sure things were rescheduled. Me taking time off of work and having no one contact me of your employee issues or not being able to make the appointment or arrangements to fix the issues is the problem. I lost 3 days of pay waiting for someone to come out and fix the shower. I would like to know how Pacific Bath company is going to resolve this. 
  
  Sincerely,
  
  ***********************

  Business response

  07/28/2023

  When an issue arose regarding the Customers project, Pacific Bath addressed it.  Unfortunately, as noted in our original response there were some scheduling issues.  Yet, Pacific Bath has been conscientious of the Customers time, even trying to work around the Customers schedule by scheduling service call(s) on weekends so the Customer would not have to take time off work. 

  As to any warranty issues remaining related to the installation of the walk-in shower, Pacific Bath believes they have all were resolved when we performed the last service call on July 7, 2023.  The Customer signed off on the completion form indicating all issues had been addressed.  When we performed the service call on July 7th, there was no indication of mold nor had the Customer raised the issue other than in his June 28th rebuttal of Pacific Baths original response. 
  

  
  

  Customer response

  07/31/2023

   
  Complaint: 20133711
  
  I am rejecting this response because: The issue has been resolved and the mold that was on the failing sealant around the bottom of the shower has been removed and replaced. It's upsetting that it had to come to this in order to get this completed.
  
  Sincerely,
  
  ***********************

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