Customer ReviewsforConnecticut Shower & Bath Enclosure Designs

On December 2023 I paid a deposit for a shower enclosure with CT Shower and Bath. A few days later I received a call from the owner that he had to come back and do another measurement. Firstly, the need for a second measurement after the deposit was paid has left me perplexed. As a customer, I assumed that the initial measurements and discussions would ensure a proper fit for the intended design. I am troubled by the fact that this crucial aspect was not addressed beforehand. Furthermore, I am disappointed that I was not made aware of any potential issues or changes in design feasibility before the deposit was collected. This lack of transparency has left me feeling uncertain and dissatisfied with the overall process. Additionally, I did not receive any formal contract or agreement outlining the terms and conditions, design specifications, or estimated costs related to the project. It is customary and professional for such agreements to be documented and shared with the customer to avoid any misunderstandings or discrepancies. The owner indicating a willingness to refund only a portion of $1200 of my $3000 deposit. As a customer, I believe I am entitled to a full refund, considering the circumstances. It is disheartening to find myself in a situation where I am asked to bear the financial burden for a service that has not been rendered. Her is his response: This job started in February of 2021 with many showroom visits, phone conversations and changes in design. After the deposit was taken and an order created, we did a technical review to double check all aspects of the job. During this review, it was questioned whether the large return panels would fit through your home and installed in the bathroom. Since so much has passed from when we measured (February 2021) to when the enclosure was ordered (December, 2023), we wanted to confirm the installation would work. We came back out on 12/10 and confirmed the panels would not fit.

We are very sorry that our numerous recommended solutions have not been accepted by this client. This project, for a custom glass enclosure tailored for this shower only, initiated on February 17, 2021. Our Installation Technician performed an on-site measurement that same week. A quote was provided, via email, to the customer on February 22, 2021. All of our quotes include a detailed description of the product along with the price of the product and installation. Our designer spoke to the client’s contractor on March 25, 2021 but we did not hear back from the client until she came to our showroom on July 9, 2022 (17 months after we provided her the initial quote). A revised (due to product price changes over that period of time) quote was emailed to the client on July 9 to formalize the discussion held with her in our showroom. Over the next few months, there were several meetings/discussions with the client regarding changes of design and sizing. Another quote incorporating the design changes discussed over those months, was emailed to the client on October 4, 2022. The client returned to our showroom December 4, 2023 (14 months later) to review the configuration and pricing. With one change made at her request, she confirmed it was to her satisfaction and she provided a deposit to place the order. The sales order with the complete description, pricing and the terms of the sale (stating Custom glass enclosures or special orders are not returnable) was emailed to her the same day. Once a customer agrees to an order by placing a deposit, products are ordered for the job. The hardware for this job was ordered and has been received. Our Installation Technicians are in hundreds of homes each year. In most circumstances, orders are placed within days of the measurement taking place, so our technician has full recollection of the job site. Given nearly 22 months had passed since the measurement was taken, knowing the installation is on the third floor and with the largest glass panel sizes of 74” x 54” weighing approximately 137 pounds each, we felt it prudent to perform another site visit to verify the logistics of getting the panels to the location. On December 14, 2023 we conducted the site-visit and determined that we could not safely maneuver the panels of this size to the third floor. During the visit our technician discussed options with the client using multiple, narrower panels at 74”. The client appeared agreeable with the options. Follow up conversations with the client ensued between January 3 and 9, 2024 as the client requested another change to the height of this unit to 80”. We conducted a third site visit to determine if narrower panels at 80” high would be possible. On January 12, 2024 the order was revised with new pricing for the new dimensions. On January 23, the client called unhappy with the pricing changes from July 2022 to January 2024. As owner of the company, I recommended we keep the unit at the original, agreed to, height of 74” and the pricing would remain as previously agreed. Although we provided pricing for the taller unit, I expressed concern with her regarding the safety of my installers with the 80” configuration. When the client decided to halt this order because of the price and now wanting an 80” unit, we offered to refund more than 50% of her deposit; the remaining to partially cover the extensive hours invested in accommodating her requests, reworking the design for the safest solution and the products purchased specifically for this job.