Complaint They will not come out for warranty work. We have been waiting for over ten months for them to come out to do warranty work. We called them several times before they made an appointment. They did not show up for the appointment and they did not call to cancel or schedule a new one.
Desired Settlement We want to have the warranty work completed and have the free warranty work expanded from two to Three years because of the ten month wait.
Business Response Contact Name and Title: *** ***** Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***********@hotmail.com I have the *****'s set up for service this Friday 7/18/14 in the afternoon.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As I had stated in my original complaint, I would like to have my free service extended the 11 months it took them to repair my walk in shower. Instead of having 11 months to see if the repair holds, I now have 30 days to see if the repair will hold, after which I will be charged *** to have it repaired.
Complaint Not honoring lifetime repairs, FAILED to order and replace faulty window. NEVER return calls and never ordered said window when told they did. LIED. The caulk around the tub enclosure is molded entirely. Has been recaulked, FOR FREE as per the warranty several times. They handed me a tube of caulk on the last visit and said 'Have your husband do this as we will charge you **$. LIFETIME WARRANTY STATES FREE REPAIRS FOR LIFE. There is water between the glass panes in the bathroom window. This is the SECOND window. They did replace the first with the same problem. We have been trying since March to get this resolved. They lied and said they ordered the window back then. I called and called and when someone finally answered they never even bothered to order the window but told us they had. I gave them the serial numbers and still no window. My husband has called to no avail. I have called with no luck. When this water freezes they will be replacing more than a window. The orginal date of purchase was 04/17/2005 for a price of $******** with a LIFETIME GUARANTEE. We paid in cashier's check on that date IN FULL. Window serial #8501H 35 3/4 X 37 1/4 (size) ********* ********** All we want is what we paid for and for them to honor the contract, RETURN PHONE CALLS, STOP LYING TO US and do the job as promised. If that is not possible then we want our money back as their work is sub standard and our tub and sourround is molding, window continues to be filling up with dirty water and all in all, it is falling apart. We did our research and shopped around and they had the best warranty and price for services rendered. We have been patient but the way they treat us is not right and our patience is coming to an end. They keep telling us we will be there with your window but they will not give us a specific install date. This has been going on since March 2012. ***** ******** is the name on the contract besides my husband, ************ and myself. The only other name I know is ****. (no last name) as they will not give me any other information. There is no point in trying to deal with them any longer. I have been advised to contact you as something might get done then. We are not whiny people and only want what we paid for. This is ridiculous and has gone on long enough!
Desired Settlement We want what we paid for and were promised as per our agreement in 2005. If that is not possible then we want a full refund as we need to take care of this as the mold and water filled window #2 is getting worse by the day.
Business' Initial Response We have had the replacement sash instock for over a week now. I've called and left your husband a message, and our installer has called to try to schedule it. Therefor, please call us at your convenience and we can have this taken care of.
Consumer's Final Response As of Sundat, November 4th, 2012 Bath Fitter came to my house and installed a window sash. DID NOT CAULK THE TUB AS PROMISED. AND LEFT SAYING HE NEEDED MORE PARTS DUE TO RUST INSIDE THE WINDOW TRACKS. AND IT COULD BE WEEKS BEFORE WE HEAR FROM THEM AGAIN. MY HUSBAND AND I ARE NOT SATISFIED WITH THEIR ATTITUDE (blaming me for all the water damgage) and their lack of truth in their communication with us. Or lack thereof. We are not happy and are still being jerked around!!! Please do not close this case as you are are only hope of coming to a resolve in this matter. If this does not work then small claims court is our next option. This person that showed was so unprofessional and rude. I know it will be weeks and months before anything is accomplished. I am so tired of dealing with these people and them accusing me of causing the mold in my bathroom tub. IT IS A BATHROOM and why can't you install products designed to take a beating in the bathroom?? THAT IS WHY WE PAID ALMOST $**** of our hard earned money!!!!!!!!!!!!!!!
Business' Final Response Company indicated the window seal that was repaired failed, and they have to redo it. The company decided to order a new window, and they are at the moment waiting for the materials. They hope to receive the window shortly and install it. They will contact the consumer to schedule it.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Northern Indiana. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Exterior Designers & Bath Fitters is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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