American Bath Factory

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Homeowners shower issues are not proven to be defects but ABF still offered replacementsCustomer declined the replacementsHomeowners statements above claim ABF stalled communications etc but this is simply not trueSee timeline below, correspondence was as follows: 3/31/14: ABF recvd a call from [redacted] @ LowesHe told ABF the homeowner had grout coming out of shower, and walls separatingWe asked [redacted] for photos 4/2/14: ABF recvd small thumbnail photosCould see no detail, could not enlargeAsked for photos to be sent in a different format 4/3/14: Recvd better photos, notified [redacted] we were in receipt of the photos and would discuss them and get back to himPhotos show a very horribly maintained shower, one of the worst we've seenWe can see some areas where grout has come free, but we do not see separating walls and choose to take the word of the homeowner 4/8/14: We spoke to [redacted] @ LowesWe told him that although there are many reasons the walls could be coming down including poor install, we would replace the shower walls, silicone, and the shampoo box in case it gets damaged in wall removalWe will also supply new grout for the panWe told [redacted] if the customer was concerned with color matching they could send us a sample of their current tile and we would match it [redacted] said he was going to let the customer know and have them call us 6/16/14: We do not hear from anyone until homeowner EMAILS ABF on 6/16/saying she hadnt heard from anyone 6/16/14: we email her back on 6/and relay all the same info we already told *** 6/19/14: Homeowner replies that she will accept nothing less than an entire new showerShe knows there is nothing wrong with the pan, side thresholds, glass, or faucet, but demands all newShe talks about how tearing out the existing walls will be extremely invasive 6/19/14: We tell customer that replacing her entire unit is not necessaryWe explain that IF she feels removing the original wall panels was too invasive, that ANOTHER OPTION would be to secure them in place and install the new walls over the oldWe also point out that if she is concerned about an invasive repair, it does not make sense to rip out and remove pieces that did not have a problem 6/19/14: Customer then states the reason she wants an ENTIRE unit is because she is concerned with color matching 6/19/14: ABF replies that we had offered she send us a tile sample and we would match 6/19/14: Customer says she and ABF need to speak on the phoneShe is going to call us on Monday 6/ 6/29/14: Homeowner sends email, stating she never called due to computer problemsShe states in the email that they are still considering their options, and that putting new walls over old walls was asking for problems 7/23/14: ABF emails homeowner as WE HAVE NOT HEARD BACK FROM HER 10/1/14: Homeowner finally responds via email, again to tell us that putting new walls on old walls is just hiding the problemShe informs us that she is seeking legal counsel 10/1/14: ABF reminds customer that she is focusing on only one of the options she was given to replace the wallsWe reminded her that the old walls could be removed, before new walls went upAlso reminded her of all the material and supplies we were willing to send her to make the repairsCustomer never responds to ABF and ABF closes the issue on 12/10/ Initial Consumer Rebuttal / [redacted] (4200, 9, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) the photo displayed by American bath is an initial photo of the shower, note, the wall grout and floor grout is not present, it has washed awaythis is not additional grout that was sent by the company, actually there was not grout reappliedthe wall seams and the floor pan were immediately grout free after the first showersactually, their rep told me on the phone that all the grout was of a resin, gritty grout, I disputed this and told them the wall grout was a rubbery colored silicone,they disagreed, shortly thereafter it was evidently recognized by them that this was the case, now came the story of how some units had grit grout and some must have had rubbery imitation groutwith this being realized by them they sent several tubes of colored silicone to fill in the grooves, this was properly applied but only stayed a matter of days, weeksthis had noting to do with the separating panels as they are applied to a grid of some sort and adheased with silicone or glue, not sure here of the exact procedure, contractor did this, by the way this unit was professionally installed at a significant costthis unit was manufactured and sent as a one piece assembly, walls, the floor pan was also a one piece unit with sent from the factory with grout already installedthere is no way to maintain the togetherness of the wall seams and the floor panonce the grout was gone from the wall seams it allowed water to get behind the wallsas far as maintaining the unit, that is what we were trying to dowe were led to believe these cosmetic cover ups were only cosmetic to the eyewithin days the same results were once again there, grout going down the drain, wall panels widening and buckling, since then the wall panels actually crackedwe have been dealt with the company from the first month of installationwhen the grout washed out they said that was just for looks and we could put new grout inmy question then was why would you expect the grout to come out and then advise us to reapply grout? where the panels separated the company's solution was to send us new panels and screw them over the existing panels with no trim offered to make a good lookwell, this is not possible there would be an extension of the thickness of the wall protruding over the existing wall and would not fit around existing fixtures, it would make the floor pan not in relation to the vertical wallsthese areas would have to be sealed also, therefore lending itself to future separation and leakingthis was certainly not acceptable and this was their only solutionI feel I will have to answer further areas of this before a resolve is madebottom line is we will only be satisfied with compensation for demolition and replacement cost of our initial expense for the shower Final Consumer Response / [redacted] (4200, 13, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) once again the silver tongued gurus of American bath have avoided the issueswe have not focused on the walls! they have focused on thisoverlaying walls is not the answer, it is obvious that two different layers of walls is crazyreplacing the walls is also not the answer, bottom line, the shower is a defective designto take the existing walls out and replace them would not make a seal, the walls have to be replaced as in original installation, not after the factwhy would one offer wall replacements if there was never to be a problem, it is obvious here that this is not their first dealing with separating walls or they would not have a, so to speak quick fix by replacing the wallsthe pan would have to be removed, the shower handles, soap rack, etcour contractor would not touch this type of supposed repair! the grout, if it was just the grout problem is an issue that could be fixed on real tile, however, this is a synthetic tile and it does not repair as the factory says it willafter all, they don't just keep grout and silicone on hand for the heck of it, it is because they have experienced significant complaints and it is their go to, slow down, fix it techniquethe walls have actually crackedthe damage behind the walls is untoldI submit this response because I see it is going nowherethis company has not stood by anything they said they would do, oh yes they would probably send walls but that will not fix this messI have sought legal advice and will be responding through legal means soonI am presently unable to initiate legal action for a few weeks due to personal reasons but will follow up when my schedule settles down Final Business Response / [redacted] (4000, 15, 2015/07/15) */ ABF offered a replacement of walls, as a courtesyThis customer does not understand how the shower went together, or she would not believe that replacing walls meant you needed to also replace the pan and faucet as wellCustomer DOES WANT replacement walls, but she ALSO wants every other piece of the shower to be replaced with brand new pieces as wellThis is not how a warranty worksWhen you need a part or a part fails, the part is replaced or repaired, you aren't sent an entire new unitWe have stood behind the product and offered to replace the walls (and the shampoo box!) since the customer experienced a problem with themIts amazing how offering replacements, and supplies somehow makes us guilty of storing replacements, and supplies for all the folks who supposedly call for thisIts simply not true, and is a slanderous tactic being used to distract from the factsWe will await contact from homeowners legal counsel

(The consumer indicated he/she DID NOT accept the response from the business.) I would like a letter from American Bath Factory stating that after seeing pictures of my tub and faucet they are not their productsI would also like a follow up regarding their contact with HG Walton & Sons regarding their advertisement of American Bath Factory products

Morning [redacted] ,I am [redacted] from American Bath Factory and will be taking over this issueSorry for the delayed response but this is a very unique issueCan you please contact me at d [redacted] @americanbathfactory.com or ask customer service for ***, or the managerI would like to go over the details with you and will need additional picturesI'm talking with Debbie to get what information we have on record alreadyThank you for you patience, [redacted] Customer Service ManagerExt***

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Customer's product warranty has expired, but was offered replacements as a courtesy. Customer refused replacements and wants a refund. Refund must be obtained through the party with which the product was purchased. Thank you Initial Consumer... Rebuttal / [redacted] (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company that sold the unit to me must have paid American Bath Factory for the item. American Bath Factory should have to recover any loss from the company they deal with. They, American Bath Company are selling a product that they know is having problems. This is based on the information I have read on line. If I need to file another complaint concerning the company that sold the unit to me please let me know. Final Business Response / [redacted] (4000, 9, 2015/10/08) */ American Bath Factory has sold thousands upon thousands of this shower unit, without problems. The small handful of claims that do exist, are generally install issues. The original offer of courtesy replacements still exists, and refund will need to be addressed at point of purchase.

Initial Business Response /* (1000, 5, 2015/10/26) */
Product was not misrepresented onlineDescription stated it was x and customer received a unit that was x If customer was concerned about inside dimensions or any other measurements, spec sheets were available for review at the
time of her purchaseCustomer received free shipping at the time of purchase
ABF waived the standard return restocking fee for this customer which would have cost her $in addition to return shippingAgreement between the customer and ABF when she requested the return, was that ABF would waive the restocking fee, and the customer would pay the return shipping
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AT NOT TIME WAS A RESTOCKING FEE MENTIONED TO METhe response did not address the issue - stating that the unit was 36" x 32" was a misrepresentation of the size of the showerWith any other product, those dimensions would be an indication of size and if the product had sides/walls of varying length that would be mentionedFor example, 36" x 32" x 14" x 14" I've verified this with a number of products listed for sale onlineI think the response is indicative of their attitude toward customer serviceAt the very least, they could have provided a Return Shipping label to minimize the cost to me
Final Consumer Response /* (4200, 11, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are grossly misrepresenting the situation and fail to address the issue honestlyThere is no need to pursue this further
Final Business Response /* (4000, 9, 2015/10/28) */
American Bath Factory did issue a return label, in the form of a pickupWe sent a carrier from OUR account, to the customers home to pick up the unitWe did this to save the customer hundreds of dollarsCustomer would have paid double the shipping had she shipped it on her ownCustomer agreed to pay the return shipping chargeRecorded phone calls can verify this

We are sorry for the "bait and switch" but the bathtub is not an American Bath Factory productWe will be contacting HG Walton & Sons to get further details on the issue

Initial Business Response /* (1000, 5, 2016/07/22) */
Contact Name and Title: *** *** Supervisor
Contact Phone: ext***
Contact Email: ***@americanbathfactory.com
I am sorry for the experience you have had with our productI talked to *** today to get information on the issue
She informed me of the two side panelsWe are processing the replacement order and sending them out right awayShe has my email so you can contact me personally about any issues you are having
We will cover the shipping on the replacement partsGoing forward, we will make your case a high priority and get installation resolved as quick as possibleThank you for your patience during this time
Initial Consumer Rebuttal /* (2000, 7, 2016/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will believe it when I see itso far it has been a huge disappointmentI want to see these parts at my door and their correct

(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a letter from American Bath...

Factory stating that after seeing pictures of my tub and faucet they are not their products. I would also like a follow up regarding their contact with HG Walton & Sons regarding their false advertisement of American Bath Factory products.

Initial Business Response /* (1000, 5, 2015/10/06) */
Customer's product warranty has expired, but was offered replacements as a courtesy. Customer refused replacements and wants a refund. Refund must be obtained through the party with which the product was purchased. Thank you
Initial Consumer...

Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company that sold the unit to me must have paid American Bath Factory for the item. American Bath Factory should have to recover any loss from the company they deal with. They, American Bath Company are selling a product that they know is having problems. This is based on the information I have read on line. If I need to file another complaint concerning the company that sold the unit to me please let me know.
Final Business Response /* (4000, 9, 2015/10/08) */
American Bath Factory has sold thousands upon thousands of this shower unit, without problems. The small handful of claims that do exist, are generally install issues. The original offer of courtesy replacements still exists, and refund will need to be addressed at point of purchase.

Initial Business Response /* (1000, 5, 2015/07/08) */
Homeowners shower issues are not proven to be defects but ABF still offered replacements. Customer declined the replacements. Homeowners statements above claim ABF stalled communications etc but this is simply not true. See timeline below,...

correspondence was as follows:
3/31/14: ABF recvd a call from [redacted] @ Lowes. He told ABF the homeowner had grout coming out of shower, and walls separating. We asked [redacted] for photos.
4/2/14: ABF recvd small thumbnail photos. Could see no detail, could not enlarge. Asked for photos to be sent in a different format.
4/3/14: Recvd better photos, notified [redacted] we were in receipt of the photos and would discuss them and get back to him. Photos show a very horribly maintained shower, one of the worst we've seen. We can see some areas where grout has come free, but we do not see separating walls and choose to take the word of the homeowner.
4/8/14: We spoke to [redacted] @ Lowes. We told him that although there are many reasons the walls could be coming down including poor install, we would replace the shower walls, silicone, and the shampoo box in case it gets damaged in wall removal. We will also supply new grout for the pan. We told [redacted] if the customer was concerned with color matching they could send us a sample of their current tile and we would match it. [redacted] said he was going to let the customer know and have them call us.
6/16/14: We do not hear from anyone until homeowner EMAILS ABF on 6/16/14 saying she hadnt heard from anyone.
6/16/14: we email her back on 6/16 and relay all the same info we already told [redacted].
6/19/14: Homeowner replies that she will accept nothing less than an entire new shower. She knows there is nothing wrong with the pan, side thresholds, glass, or faucet, but demands all new. She talks about how tearing out the existing walls will be extremely invasive.
6/19/14: We tell customer that replacing her entire unit is not necessary. We explain that IF she feels removing the original wall panels was too invasive, that ANOTHER OPTION would be to secure them in place and install the new walls over the old. We also point out that if she is concerned about an invasive repair, it does not make sense to rip out and remove pieces that did not have a problem.
6/19/14: Customer then states the reason she wants an ENTIRE unit is because she is concerned with color matching.
6/19/14: ABF replies that we had offered she send us a tile sample and we would match.
6/19/14: Customer says she and ABF need to speak on the phone. She is going to call us on Monday 6/23.
6/29/14: Homeowner sends email, stating she never called due to computer problems. She states in the email that they are still considering their options, and that putting new walls over old walls was asking for problems.
7/23/14: ABF emails homeowner as WE HAVE NOT HEARD BACK FROM HER.
10/1/14: Homeowner finally responds via email, again to tell us that putting new walls on old walls is just hiding the problem. She informs us that she is seeking legal counsel.
10/1/14: ABF reminds customer that she is focusing on only one of the 2 options she was given to replace the walls. We reminded her that the old walls could be removed, before new walls went up. Also reminded her of all the material and supplies we were willing to send her to make the repairs. Customer never responds to ABF and ABF closes the issue on 12/10/14.
Initial Consumer Rebuttal /* (4200, 9, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the photo displayed by American bath is an initial photo of the shower, note, the wall grout and floor grout is not present, it has washed away. this is not additional grout that was sent by the company, actually there was not grout reapplied. the wall seams and the floor pan were immediately grout free after the first showers. actually, their rep told me on the phone that all the grout was of a resin, gritty grout, I disputed this and told them the wall grout was a rubbery colored silicone,. they disagreed, shortly thereafter it was evidently recognized by them that this was the case, now came the story of how some units had grit grout and some must have had rubbery imitation grout. with this being realized by them they sent several tubes of colored silicone to fill in the grooves, this was properly applied but only stayed a matter of days, weeks. this had noting to do with the separating panels as they are applied to a grid of some sort and adheased with silicone or glue, not sure here of the exact procedure, contractor did this, by the way this unit was professionally installed at a significant cost. this unit was manufactured and sent as a one piece assembly, walls, the floor pan was also a one piece unit with sent from the factory with grout already installed. there is no way to maintain the togetherness of the wall seams and the floor pan. once the grout was gone from the wall seams it allowed water to get behind the walls. as far as maintaining the unit, that is what we were trying to do. we were led to believe these cosmetic cover ups were only cosmetic to the eye. within days the same results were once again there, grout going down the drain, wall panels widening and buckling, since then the wall panels actually cracked. we have been dealt with the company from the first month of installation. when the grout washed out they said that was just for looks and we could put new grout in. my question then was why would you expect the grout to come out and then advise us to reapply grout? where the panels separated the company's solution was to send us new panels and screw them over the existing panels with no trim offered to make a good look. well, this is not possible there would be an extension of the thickness of the wall protruding over the existing wall and would not fit around existing fixtures, it would make the floor pan not in relation to the vertical walls. these areas would have to be sealed also, therefore lending itself to future separation and leaking. this was certainly not acceptable and this was their only solution. I feel I will have to answer further areas of this before a resolve is made. bottom line is we will only be satisfied with compensation for demolition and replacement cost of our initial expense for the shower.
Final Consumer Response /* (4200, 13, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
once again the silver tongued gurus of American bath have avoided the issues. we have not focused on the walls! they have focused on this. overlaying walls is not the answer, it is obvious that two different layers of walls is crazy. replacing the walls is also not the answer, bottom line, the shower is a defective design. to take the existing walls out and replace them would not make a seal, the walls have to be replaced as in original installation, not after the fact. why would one offer wall replacements if there was never to be a problem, it is obvious here that this is not their first dealing with separating walls or they would not have a, so to speak quick fix by replacing the walls. the pan would have to be removed, the shower handles, soap rack, etc. our contractor would not touch this type of supposed repair! the grout, if it was just the grout problem is an issue that could be fixed on real tile, however, this is a synthetic tile and it does not repair as the factory says it will. after all, they don't just keep grout and silicone on hand for the heck of it, it is because they have experienced significant complaints and it is their go to, slow down, fix it technique. the walls have actually cracked. the damage behind the walls is untold. I submit this response because I see it is going nowhere. this company has not stood by anything they said they would do, oh yes they would probably send walls but that will not fix this mess. I have sought legal advice and will be responding through legal means soon. I am presently unable to initiate legal action for a few weeks due to personal reasons but will follow up when my schedule settles down
Final Business Response /* (4000, 15, 2015/07/15) */
ABF offered a replacement of walls, as a courtesy. This customer does not understand how the shower went together, or she would not believe that replacing walls meant you needed to also replace the pan and faucet as well. Customer DOES WANT replacement walls, but she ALSO wants every other piece of the shower to be replaced with brand new pieces as well. This is not how a warranty works. When you need a part or a part fails, the part is replaced or repaired, you aren't sent an entire new unit. We have stood behind the product and offered to replace the walls (and the shampoo box!) since the customer experienced a problem with them. Its amazing how offering replacements, and supplies somehow makes us guilty of storing replacements, and supplies for all the folks who supposedly call for this. Its simply not true, and is a slanderous tactic being used to distract from the facts. We will await contact from homeowners legal counsel.

Morning [redacted],I am [redacted] from American Bath Factory and will be taking over this issue. Sorry for the delayed response but this is a very unique issue. Can you please contact me at d[redacted]@americanbathfactory.com or ask customer service for [redacted], or the manager. I would like to...

go over the details with you and will need additional pictures. I'm talking with Debbie to get what information we have on record already. Thank you for you patience,[redacted]Customer Service ManagerExt. [redacted]