BCI Acrylic, Inc.

Initial Business Response /* (1000, 5, 2015/09/25) */
Thank you for making us aware of this issueBCI has been a long-standing member of the Revdex.com and although we've had very few complaints over many years, we take them very seriously and address them quicklyWe stand behind our products
and our goal is to satisfy our customersIt is the nature of all acrylic products to stretch during the molding processSome colors are more noticeable than others, and our brecchia material happens to be one of themWe apologize for the issues that MrNaydol has experienced and would like to offer a number of resolutions which are fair for both parties
Option 1: The existing system can be replaced using the same color in a different patternBCI has several other patterns available in the brecchiaIt is the nature of all of our products to stretch during the molding processSome colors are more noticeable than others, our breccia material happens to be one of them"
If we would have known a part of the system we were considering to purchase was molded and during the process it was stretched to a point it would be discolored and might not match other parts of the system, we would not have purchased the product
If we would have known a product we were considering to purchase was one of the colors that was even more noticeably distorted during the molding process than that of the other products, we would not have purchased the product
BCI presented us with three options:
In Option #1, BCI wants us to replace the existing system using the same color in a different pattern
Before making our purchase we researched different shower system options from different companiesWe narrowed our selection down to two companiesEach company had one color and one pattern we likedWe choose a shower enclosure system from BCIWe also choose the tower caddies because we thought they were nice feature
BCI offered only one pattern which appealed to usThere was no other product in their line of products that was appealing to us then, and that has not changed nowWe should not be compelled to accept something that was not acceptable to us because of a quality issue on their part
In Option #BCI offers to replace the tower caddies with multiple single shelvesThese caddies would match in color but "they would also show the molded grout lines not lining up"
It is absurd for BCI to think we should try to resolve one issue and expose another issueIt wasn't until the shower enclosure system was installed that we were made aware any issuesThe first issue being the grout lines from the two side walls did not match the grout lines with the back shower panelThe second issue was the discoloration of the tower caddies caused by the stretching of the materials during the molding processWe should have been notified about this beforehand, no after the fact
In Option #BCI states "The existing system can be replaced using the same system in a different color"While tower caddies in these colors do still stretch, the color difference is not as apparent"
I we had known they had any issues with matching any colors together, we would not have purchased any product from BCI then, nor do we want to do it now
BCI states their goal is to satisfy their customersCustomer satisfaction is a marketing tool used to measure how products supplied by a company meet customer expectationsI expected to get what I ordered, what I paid for, and what I was promisedWe had high expectations but BCI did not deliverThey fell far short of our expectations and it was disappointing
The simplest solution would be to replace the existing tower caddies with different tower caddies that match the shower enclosure side wall panelsNowhere does BCI address this as an optionOne has to wonder why this option is not presentedOne has to wonder if BCI ever could make matching towers? If they were able to match them in the past, they should be able to match them now
It's discouraging for BCI to talk about replacing the shower systemWe should not have to be thinking about this againThey want us to experience the construction process againIt is a disruptive processWe have to live with the contractor saying it will take only two days, when it took longerWe have to wait for the contractor that says he will be here the first thing in the morning but does not show up until mid-morning or laterWe have to deal with the foot traffic going in and out of our house, the construction mess, the dust, and the strong and unpleasant smell from the glueWe have to deal with the frustrated contractor who has trouble with the plumbingWe have to disrupt our life style again to make sure we are around for them to redo the work
It's easy for BCI to give us optionsYou know what option would have been easy? If BCI would have been up front when marketing the 6" diamond pattern breccia acrylic wall enclosure system and optional tower caddiesIt would have been easier if they told us "It is the nature of all of our products to stretch during the molding processSome colors are more noticeable that others, our breccia material happens to be one of them"Or, that the grout lines did not line up and the tower caddies hid the defectThat way we would have selected the best option of allWe would have walked away
Final Business Response /* (4000, 11, 2015/10/21) */
The agreement for the bathroom remodel is between MrNaydol and the local dealer, Bath EnvyAs the manufacturer, BCI does not have visibility to the agreement or the amount paidWe are requesting that MrNaydol provide a copy of the original agreement (front and back) as well as pictures of the issues for our reviewOnce we have received those documents, we will be happy to review these issues further and work towards a resolution

I have been using BCI for several years and am very impressed with every aspect of their businessFrom customer service to the quality of the materials, BCI consistently delivers in a timely mannerFor a busy small business owner, this is key Bottom line..this company cares about its customers I look forward to a continued business relationship for years to come

Initial Business Response /* (1000, 5, 2015/06/10) */
Dear ***
Thank you for making us aware of the issues you had with the call center for Bath Planet of ChicagoWe are truly sorry for the error the call center made by contacting you multiple times, as well as calling you earlier in the
morning than you would preferAs I am sure you are aware, Bath Planet is not a franchiseEach of our dealers are independently owned and operatedWe looked into this and the issue is with the call center of our local dealership, not BCI
We have reached out to the local dealership on your behalfIt is our understanding that the dealership no longer employs that particular call center due to occurrences of repeat calls and early/late calls to their customersIf you have further comments or concerns regarding this issue, please feel free to contact the local dealer directly
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Despite getting my name wrong in your response, I'll accept the resolution - I did speak with the local dealer, and the calls ceased immediately thereafter

Initial Business Response /* (1000, 5, 2015/06/10) */
Dear [redacted]
Thank you for making us aware of the issues you had with the call center for Bath Planet of Chicago. We are truly sorry for the error the call center made by contacting you multiple times, as well as calling you earlier in...

the morning than you would prefer. As I am sure you are aware, Bath Planet is not a franchise. Each of our dealers are independently owned and operated. We looked into this and the issue is with the call center of our local dealership, not BCI.
We have reached out to the local dealership on your behalf. It is our understanding that the dealership no longer employs that particular call center due to occurrences of repeat calls and early/late calls to their customers. If you have further comments or concerns regarding this issue, please feel free to contact the local dealer directly.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Despite getting my name wrong in your response, I'll accept the resolution - I did speak with the local dealer, and the calls ceased immediately thereafter.

Initial Business Response /* (1000, 5, 2015/09/25) */
Thank you for making us aware of this issue. BCI has been a long-standing member of the Revdex.com and although we've had very few complaints over many years, we take them very seriously and address them quickly. We stand behind our products and our...

goal is to satisfy our customers. It is the nature of all acrylic products to stretch during the molding process. Some colors are more noticeable than others, and our brecchia material happens to be one of them. We apologize for the issues that Mr. Naydol has experienced and would like to offer a number of resolutions which are fair for both parties.
Option 1: The existing system can be replaced using the same color in a different pattern. BCI has several other patterns available in the brecchia color: smooth, 4x4 simulated tile, 6x6 simulated tile, 8x10 simulated tile, 12x12 simulated tile, subway simulated tile and windmill simulated tile patterns. These other options do not have issues with the molded grout lines matching up so the tower caddies would not be necessary and they can be replaced with our single tier caddies which do not stretch.
Option 2: The BCI single tier corner caddy does not experience the same stretching issues as some other caddies. BCI would be happy to provide multiple single tier corner caddies in brecchia to replace the tower caddies. These caddies would color match the existing walls and they would also show the molded grout lines not lining up, which is actually industry standard for this pattern.
Option 3: The existing system can be replaced using the same pattern in a different color. The following colors are available in the diamond pattern: white, almond, biscuit, almond-white marble, silver-white marble, roman stone, and valencia granite. While tower caddies in these colors do still stretch, the color difference is not as apparent.
With any of the options above, BCI would be happy to provide replacement acrylic materials to the contractor that Mr. Naydol worked with at no charge. We will also work with that contractor to help offset some of the labor charges, whether they would have been charged to Mr. Naydol or not.
As the issues Mr. Naydol is experiencing are typical with acrylic products, not just those purchased from BCI, we feel the above options are fair to both parties. We look forward to Mr. Naydol's response.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have reviewed the response from BCI in regards to our complaint and take issue with their findings. We also reviewed the options they presented for the resolution of this problem and find them unacceptable. There are two options acceptable to us.
Option 1:
Replace the existing tower caddies with tower caddies that match the existing side panel enclosures. This is a win-win situation for all parties involved. It is the most cost effective solution for BCI, it is the preferred option by the contractor (Bathenvy), and it is acceptable for us. We would have towers that match the side panel enclosures, it would take the least amount of time to complete, and would be the least disruptive process.
Option 2:
BCI reimburses us for the cost of replacing the shower enclosure system. They should reimburse us for the material costs and contractor costs. As well as materials that was purchased to match the shower system including sink and vanity, flooring, paint, curtains, all matching fixtures and labor costs for removing and replacing these item and other items that have to be removed and replaced when the floor is replaced.
In BCI's response to our complaint they use the following to describe their products: When talking about the products they offer, they address the discoloration that takes place from the molding process in this way: "It is the nature of all of our products to stretch during the molding process. Some colors are more noticeable than others, our breccia material happens to be one of them".

If we would have known a part of the system we were considering to purchase was molded and during the process it was stretched to a point it would be discolored and might not match other parts of the system, we would not have purchased the product.
If we would have known a product we were considering to purchase was one of the colors that was even more noticeably distorted during the molding process than that of the other products, we would not have purchased the product.
BCI presented us with three options:
In Option #1, BCI wants us to replace the existing system using the same color in a different pattern.
Before making our purchase we researched different shower system options from different companies. We narrowed our selection down to two companies. Each company had one color and one pattern we liked. We choose a shower enclosure system from BCI. We also choose the tower caddies because we thought they were nice feature.
BCI offered only one pattern which appealed to us. There was no other product in their line of products that was appealing to us then, and that has not changed now. We should not be compelled to accept something that was not acceptable to us because of a quality issue on their part.
In Option #2 BCI offers to replace the tower caddies with multiple single shelves. These caddies would match in color but "they would also show the molded grout lines not lining up".
It is absurd for BCI to think we should try to resolve one issue and expose another issue. It wasn't until the shower enclosure system was installed that we were made aware any issues. The first issue being the grout lines from the two side walls did not match the grout lines with the back shower panel. The second issue was the discoloration of the tower caddies caused by the stretching of the materials during the molding process. We should have been notified about this beforehand, no after the fact.
In Option #3 BCI states "The existing system can be replaced using the same system in a different color. "While tower caddies in these colors do still stretch, the color difference is not as apparent".
I we had known they had any issues with matching any colors together, we would not have purchased any product from BCI then, nor do we want to do it now.
BCI states their goal is to satisfy their customers. Customer satisfaction is a marketing tool used to measure how products supplied by a company meet customer expectations. I expected to get what I ordered, what I paid for, and what I was promised. We had high expectations but BCI did not deliver. They fell far short of our expectations and it was disappointing.
The simplest solution would be to replace the existing tower caddies with different tower caddies that match the shower enclosure side wall panels. Nowhere does BCI address this as an option. One has to wonder why this option is not presented. One has to wonder if BCI ever could make matching towers? If they were able to match them in the past, they should be able to match them now.
It's discouraging for BCI to talk about replacing the shower system. We should not have to be thinking about this again. They want us to experience the construction process again. It is a disruptive process. We have to live with the contractor saying it will take only two days, when it took longer. We have to wait for the contractor that says he will be here the first thing in the morning but does not show up until mid-morning or later. We have to deal with the foot traffic going in and out of our house, the construction mess, the dust, and the strong and unpleasant smell from the glue. We have to deal with the frustrated contractor who has trouble with the plumbing. We have to disrupt our life style again to make sure we are around for them to redo the work.
It's easy for BCI to give us options. You know what option would have been easy? If BCI would have been up front when marketing the 6" diamond pattern breccia acrylic wall enclosure system and optional tower caddies. It would have been easier if they told us "It is the nature of all of our products to stretch during the molding process. Some colors are more noticeable that others, our breccia material happens to be one of them". Or, that the grout lines did not line up and the tower caddies hid the defect. That way we would have selected the best option of all. We would have walked away.
Final Business Response /* (4000, 11, 2015/10/21) */
The agreement for the bathroom remodel is between Mr. Naydol and the local dealer, Bath Envy. As the manufacturer, BCI does not have visibility to the agreement or the amount paid. We are requesting that Mr. Naydol provide a copy of the original agreement (front and back) as well as pictures of the issues for our review. Once we have received those documents, we will be happy to review these issues further and work towards a resolution.

Horrific experience. Filled out their online form for an estimate. They quickly showed me that they have the worst business practices out there.

I was in the market to recover a shower wall and line a tub. Was verbally quoted $6293 but $5793 if we first removed the shower door and tile first. I thanked them for their time, asked for a business card and written quote and asked how long the quote was good for. They refused to leave a business card, written quote, and said their verbal quotes are good today only. It gets worse. Then they said I could pay $5100 if accepted today and that it is a very good deal and I should accept it. What? I only signed up to get a quote and hadn't had anyone else to quote it yet. I was still in sticker shock and really had no idea whether this was a market price for this service, and wasn't going to make a $5,000 decision in under 60 minutes. They said if they have to come out a second time to get measurements, of course the price would go up. Umm, why didn't they get measurements today? This is the worst customer service I've seen in a long time.

Also, I did give the business the benefit of doubt, to correct the situation and to see if this is their business practice. (Their business operating name is Bath Planet).

The manager called me. THEY DO NOT PROVIDE WRITTEN QUOTES. HE ALSO SAID THAT I WOULD NOT HIRE THEM, AS THEIR PRICE WOULD HAVE TO INCREASE A FEW THOUSAND DOLLARS to come back, and get accurate measurements. He's right. Without an apology and the manager's supporting the service I received, I would never ever hire them and would recommend that no one, use them ever, for any service.

Also, after looking at other competitors, I'm pretty sure that this company stole a picture from their competitor's website, and said that is what my bathroom would look like when finished.