ComplaintsforMaster Shower Doors

• Initial Complaint

  04/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New shower doors were installed on April 19th. I informed the company that water was leaking outside the shower on April 21st. This is either an installation issue or a product defect. I have sent 4 emails and left 2 voicemails asking for a resolution to the problem. I have received no response. I found this company slow to respond during the ordering process, but to not respond to a leaking shower after 10 days is unacceptable. The doors were over $2800 so I expect them to work properly. And I expect better customer support from a family run business. They have totally ignored me and there is no indication they will contact me.

  

  Business response

  05/06/2021

  We went to install Mr ********'s shower door on the 19th but the glass was chipped during installation ( See Email i sent on the 19th & I also left him a voicemail)

  I then emailed him on the 20th of when we will return to switch out the glass that was chipped.

  I then missed his response from Thurs 4.22.2021  & emailed back on Friday 4.23.2021 that i would call him when i got back into the office on Monday. (4.26.2021)

  Unfortunately a close member sudden died that Monday afternoon on 4.26.2021 & i was not reachable for those few short days. However, we still had a scheduled time & date that we were going to return to switch out glass & i let him know we would handle any repairs at that time too. (please see attached for all emails between Mr ******** & I over that one week time frame)

   

  When i got back to the office, i emailed & called Rich right away & apologized for my absence. I myself was out of the office but there was several staff here & he only emailed me. I did not have a message stating that i was out of office, but it has a option to press 0 for the operator for immediate assistance, which he could of chosen at anytime.

   

  Master Shower Doors returned as promised (See attached email)on the 5th & i gave Mr ******** my personal cell number at that time in case he has another issue he could reach me directly at all times.

  His unit was still leaking after the appointment on 5.3.2021 but that was due to Mr ******** not waiting the 24 hours time frame that was posted on his unit after install & on his paperwork.

  But even so we returned again today 5.6.2021 to recaulk & fix the unit once more.

  We are a family owned company & we offer a 1 year warranty with any door installation & we stand behind our product & our labor.

  Unfortunately there was a delay in response to Mr ********s email, but we were scheduled to return & he could of asked to speak to anyone else here in the office & they would be happy to assist in my place

  I believe Mr ******** is happy with the product & the company Having this on our BBB record after so many years of happy customers is very upsetting.

  I hope after seeing the emails & reading the explanations this negative review can be removed.

   

  Thank you for your time

  Please feel free to call or email me any further questions.

   

  Thank you

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