Initial Business Response / [redacted] (1000, 7, 2014/05/20) */ Contact Name and Title: [redacted] ***, Branch Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bathfitter.com First and foremost, I want to extend our sincerest apologies to Ms [redacted] for any inconvenience caused by Bath Fitter We pride ourselves in providing 100% customer satisfationIn the rare instance where a customer is dissatisfied, we do take all reasonable steps to cure any issues In regards to this specific challenge, Bath Fitter originally was called to the home for a solution to an existing leaking shower panThe initial recommendation called for a free standing shower pan but the alternate solution, chosen by Ms [redacted] was a formed base and that was installedWe also included a new subfloor since the existing pan was the cause of the existing leak Unfortunately, this solution has proven not to be satisfactory in this instance and another solution is recommended to avoid future leaking We make every attempt to communicate and resolve any issue in a timely manner.When informed of the damage that was assessed by the leak detection company, we had asked that that estimate for repair be presented and, if necessary, I would send to our insurance companyThis conversation and solution came as a result of meeting with a representative of Ms [redacted] in our San Leandro officesThe first evidence of a repair estimate is the number that I am seeing in this complaint letterI did present my card to the gentleman asking that all correspondence come through my office to expediteI do apologize if that happend but I do not have that itemized estimate With that history, Bath Fitter wants to provide an acceptable and reasonable solution and to cure any leakI would ask that that Ms [redacted] allow us to come back into the home and remeasure the showerWe would like to schedule that at MsReese's earliestconvenience We are recommending that we remove the existing pan and upgrade it to a custom free standing padWe would also replace the wall (same style and color)Lastly, we would like to get another estimate for repair from a contractor that has worked with us in the pastIf this has to be done, he is very familiar with what we need to provide an excellent installation Again, we do apologize for any and all inconvenienceI appreciate that the Revdex.com is facilitating this resolutionHowever, had our communication been better, I am confident that this all could have been avoided and rectifiedLearning from this lapse in communication will serve to make us betterThank you Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept their offer to come in and measure for a new custom free-standing pad and matching shower walls at no cost to meThey will also need to install the existing shower guards so water is directed away from the floorI do NOT accept their offer to work with their contractorI have no confidence or experience with someone they recommendI will provide the itemized estimate for the floor, paint, drywall, and toilet install when they come for measurementsI will only accept compensation so I can hire the people I know will get the job right the first timeI am available for measurements this Friday 5/I would have provided the estimate to Mr [redacted] earlier but he would not respond to my calls or emails
Initial Business Response /* (1000, 7, 2014/05/20) */
Contact Name and Title: [redacted], Branch Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bathfitter.com
First and foremost, I want to extend our sincerest apologies to Ms. [redacted] for any inconvenience caused by Bath Fitter....
We pride ourselves in providing 100% customer satisfation. In the rare instance where a customer is dissatisfied, we do take all reasonable steps to cure any issues.
In regards to this specific challenge, Bath Fitter originally was called to the home for a solution to an existing leaking shower pan. The initial recommendation called for a free standing shower pan but the alternate solution, chosen by Ms. [redacted] was a formed base and that was installed. We also included a new subfloor since the existing pan was the cause of the existing leak.
Unfortunately, this solution has proven not to be satisfactory in this instance and another solution is recommended to avoid future leaking.
We make every attempt to communicate and resolve any issue in a timely manner.When informed of the damage that was assessed by the leak detection company, we had asked that that estimate for repair be presented and, if necessary, I would send to our insurance company. This conversation and solution came as a result of meeting with a representative of Ms. [redacted] in our San Leandro offices. The first evidence of a repair estimate is the number that I am seeing in this complaint letter. I did present my card to the gentleman asking that all correspondence come through my office to expedite. I do apologize if that happend but I do not have that itemized estimate.
With that history, Bath Fitter wants to provide an acceptable and reasonable solution and to cure any leak. I would ask that that Ms. [redacted] allow us to come back into the home and remeasure the shower. We would like to schedule that at Ms. Reese's earliestconvenience.
We are recommending that we remove the existing pan and upgrade it to a custom free standing pad. We would also replace the wall (same style and color). Lastly, we would like to get another estimate for repair from a contractor that has worked with us in the past. If this has to be done, he is very familiar with what we need to provide an excellent installation.
Again, we do apologize for any and all inconvenience. I appreciate that the Revdex.com is facilitating this resolution. However, had our communication been better, I am confident that this all could have been avoided and rectified. Learning from this lapse in communication will serve to make us better. Thank you.
Initial Consumer Rebuttal /* (3000, 9, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their offer to come in and measure for a new custom free-standing pad and matching shower walls at no cost to me. They will also need to install the existing shower guards so water is directed away from the floor. I do NOT accept their offer to work with their contractor. I have no confidence or experience with someone they recommend. I will provide the itemized estimate for the floor, paint, drywall, and toilet install when they come for measurements. I will only accept compensation so I can hire the people I know will get the job right the first time. I am available for measurements this Friday 5/23. I would have provided the estimate to Mr. [redacted] earlier but he would not respond to my calls or emails.
Initial Business Response / [redacted] (1000, 7, 2014/05/20) */ Contact Name and Title: [redacted] ***, Branch Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bathfitter.com First and foremost, I want to extend our sincerest apologies to Ms [redacted] for any inconvenience caused by Bath Fitter We pride ourselves in providing 100% customer satisfationIn the rare instance where a customer is dissatisfied, we do take all reasonable steps to cure any issues In regards to this specific challenge, Bath Fitter originally was called to the home for a solution to an existing leaking shower panThe initial recommendation called for a free standing shower pan but the alternate solution, chosen by Ms [redacted] was a formed base and that was installedWe also included a new subfloor since the existing pan was the cause of the existing leak Unfortunately, this solution has proven not to be satisfactory in this instance and another solution is recommended to avoid future leaking We make every attempt to communicate and resolve any issue in a timely manner.When informed of the damage that was assessed by the leak detection company, we had asked that that estimate for repair be presented and, if necessary, I would send to our insurance companyThis conversation and solution came as a result of meeting with a representative of Ms [redacted] in our San Leandro officesThe first evidence of a repair estimate is the number that I am seeing in this complaint letterI did present my card to the gentleman asking that all correspondence come through my office to expediteI do apologize if that happend but I do not have that itemized estimate With that history, Bath Fitter wants to provide an acceptable and reasonable solution and to cure any leakI would ask that that Ms [redacted] allow us to come back into the home and remeasure the showerWe would like to schedule that at MsReese's earliestconvenience We are recommending that we remove the existing pan and upgrade it to a custom free standing padWe would also replace the wall (same style and color)Lastly, we would like to get another estimate for repair from a contractor that has worked with us in the pastIf this has to be done, he is very familiar with what we need to provide an excellent installation Again, we do apologize for any and all inconvenienceI appreciate that the Revdex.com is facilitating this resolutionHowever, had our communication been better, I am confident that this all could have been avoided and rectifiedLearning from this lapse in communication will serve to make us betterThank you Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept their offer to come in and measure for a new custom free-standing pad and matching shower walls at no cost to meThey will also need to install the existing shower guards so water is directed away from the floorI do NOT accept their offer to work with their contractorI have no confidence or experience with someone they recommendI will provide the itemized estimate for the floor, paint, drywall, and toilet install when they come for measurementsI will only accept compensation so I can hire the people I know will get the job right the first timeI am available for measurements this Friday 5/I would have provided the estimate to Mr [redacted] earlier but he would not respond to my calls or emails
Initial Business Response /* (1000, 7, 2014/05/20) */
Contact Name and Title: [redacted], Branch Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bathfitter.com
First and foremost, I want to extend our sincerest apologies to Ms. [redacted] for any inconvenience caused by Bath Fitter....
We pride ourselves in providing 100% customer satisfation. In the rare instance where a customer is dissatisfied, we do take all reasonable steps to cure any issues.
In regards to this specific challenge, Bath Fitter originally was called to the home for a solution to an existing leaking shower pan. The initial recommendation called for a free standing shower pan but the alternate solution, chosen by Ms. [redacted] was a formed base and that was installed. We also included a new subfloor since the existing pan was the cause of the existing leak.
Unfortunately, this solution has proven not to be satisfactory in this instance and another solution is recommended to avoid future leaking.
We make every attempt to communicate and resolve any issue in a timely manner.When informed of the damage that was assessed by the leak detection company, we had asked that that estimate for repair be presented and, if necessary, I would send to our insurance company. This conversation and solution came as a result of meeting with a representative of Ms. [redacted] in our San Leandro offices. The first evidence of a repair estimate is the number that I am seeing in this complaint letter. I did present my card to the gentleman asking that all correspondence come through my office to expedite. I do apologize if that happend but I do not have that itemized estimate.
With that history, Bath Fitter wants to provide an acceptable and reasonable solution and to cure any leak. I would ask that that Ms. [redacted] allow us to come back into the home and remeasure the shower. We would like to schedule that at Ms. Reese's earliestconvenience.
We are recommending that we remove the existing pan and upgrade it to a custom free standing pad. We would also replace the wall (same style and color). Lastly, we would like to get another estimate for repair from a contractor that has worked with us in the past. If this has to be done, he is very familiar with what we need to provide an excellent installation.
Again, we do apologize for any and all inconvenience. I appreciate that the Revdex.com is facilitating this resolution. However, had our communication been better, I am confident that this all could have been avoided and rectified. Learning from this lapse in communication will serve to make us better. Thank you.
Initial Consumer Rebuttal /* (3000, 9, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their offer to come in and measure for a new custom free-standing pad and matching shower walls at no cost to me. They will also need to install the existing shower guards so water is directed away from the floor. I do NOT accept their offer to work with their contractor. I have no confidence or experience with someone they recommend. I will provide the itemized estimate for the floor, paint, drywall, and toilet install when they come for measurements. I will only accept compensation so I can hire the people I know will get the job right the first time. I am available for measurements this Friday 5/23. I would have provided the estimate to Mr. [redacted] earlier but he would not respond to my calls or emails.