EZ Bath, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I was advised by the *** that in his opinion it was the caulking that failed and caused this leakThe caulking was perfectly fine; not aged, not cracking, no gaps, or peelingGiven the unprofessionalism I experienced with this company and the *** ignoring additional e-mails regarding this situation and my concern of structural damage to the 2nd floor of my home, I removed the tub liner to prevent further damage to my subfloorUpon removing the tub liner I found the caulking and adhesive fully intactI also found slits/cuts in the actual tub near the drain and stopperThe cuts to the tub was performed by EZ Bath due to plumbing issuesThis area is clearly where the leak was coming fromThere is rust circles around the drain and the stop, there are markings showing water entry and hence further damage to the area due to the water entryFurthermore upon removing the remainder of the tub liner, there is NO evidence of the caulk failing and or leakingThere are no water lines, drips, or water marks coming from any areas of caulking The *** of the company refuses to acknowledge that his workers failed to properly install the stop and drainHe also refuses to acknowledge that his workers did any plumbing work, yet EZ bath installed the faucets, stop, drain, and shower head Prior to the tub liner installation, the tub was in one cohesive piece without any damage to it.
Sincerely,
*** ***

Dear Sirs / Madam,In response to the above complain the company representative visited customer's home on Feb ***, 2015 and determined that the problem was caused by negligenceThe installation was done almost years ago and our limitation and exclusion to the warranty
clearly states that "This warranty does not apply to replacement of any products made necessary by negligence or misuse; the use of inappropriate cleaners; or the maintenance of all caulking seals, which should be considered typical maintenance" I explained the customer that our lifetime warranty states that " EZ BATH will warrant to you, the original purchaser, that each EZ BATH bathtub liner, bath wall, shower base, shower wall, bathtub, and/or acrylic accessory will be free of defects from chipping, peeling, cracking or fading for as long as the buyer owns the homeWe will repair any defective unit at our discretion at no charge." and this was not the case. We don't offer lifetime warranty on the labor ( standard clause includes year)Client was offered replacement of all silicone for a standard charge of $375.00 (which is the customer's responsibility every few years as a typical maintenance) and fixing the problem in the process free of charge but *** *** declined it.Sincerely,*** ***EZ Bath Inc

We didn’t perform plumbing job but if we even did , the warranty would be 1 year – job done in 2009 ( explained in delailes previously)We don’t think that customer is qualified to determine the cause of the problem.All other questions have been answered previously Sincerely, EZ Bath Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Where as the business feels all questions have been answered, I have yet to get an explanation of the damage done to the original tub. The before picture from the business and my after picture when the liner was removed shows the damage, hence breech of contract.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I entered into a contract with EZ Bath in 2009 for the installation of a wall surround and tub liner. The bathroom that this liner is in has been minimally used since it was gutted and remodeled. In December of 2014 I contacted EZ bath via land line in regards to trapped water between my tub liner and the original bath tub. I was advised to send an e-mail with pictures. Between December and the end of January I actually sent 3 e-mails which were never replied to and I made 3 additional phone calls having been told they would leave a message for the [redacted]. On February [redacted] I finally had [redacted] arrive at my home to inspect the issue. He confirmed that there was water between the two tubs and it would cost me $375 to fix the problem, that the "lifetime warranty" was not applicable.

According to what I was told when I had the original estimate/entered into contract and according to the EZ Bath website "A bath liner is a new acrylic bathtub that is custom-molded to fit right over the existing bathtub. Measurements and photos are taken of the existing bathtub and are entered into out tub identification program to determine what mold is the exact duplicate. Then, a sheet of ACRYLIC bathtub material is thermoformed to the exact dimension. With over 600 molds, an exact watertight fit is not a problem.....With over 600 bathtub molds in our ware house, EZ Bath is able to match a mold to your specific tub type. An EZ Bath installer scribes the acrylic bathtub liner for an exact fit. " Clearly there is an installation or manufacture issue if I do not have a "water tight fit" and there is a build up of water between both tubs yet my lifetime warranty is not being honored. [redacted] states the caulking around the tub is causing the leaking, however photographs I have taken show the caulking is not worn or cracking.

I personally feel as if my concerns were being ignored as I sent the same e-mail repeatedly and my phone calls were not being returned by [redacted], the [redacted] of the company. I do not understand how if I have a lifetime warranty that my situation of not having a watertight fit is not covered.Desired Settlement: I would like the tub liner to be removed, to have the stagnant water drained, and have the original tub cleaned of all mold and mildew growth. I would also like a new tub properly installed.

Business

Response:

Dear Sirs / Madam,In response to the above complain the company representative visited customer's home on Feb [redacted], 2015 and determined that the problem was caused by negligence. The installation was done almost 6 years ago and our limitation and exclusion to the warranty clearly states that "This warranty does not apply to replacement of any products made necessary by negligence or misuse; the use of inappropriate cleaners; or the maintenance of all caulking seals, which should be considered typical maintenance. " I explained the customer that our lifetime warranty states that " EZ BATH will warrant to you, the original purchaser, that each EZ BATH bathtub liner, bath wall, shower base, shower wall, bathtub, and/or acrylic accessory will be free of defects from chipping, peeling, cracking or fading for as long as the buyer owns the home. We will repair any defective unit at our discretion at no charge." and this was not the case. We don't offer lifetime warranty on the labor ( standard clause includes 1 year). Client was offered replacement of all silicone for a standard charge of $375.00 (which is the customer's responsibility every few years as a typical maintenance) and fixing the problem in the process free of charge but [redacted] declined it.Sincerely,[redacted]EZ Bath Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was advised by the [redacted] that in his opinion it was the caulking that failed and caused this leak. The caulking was perfectly fine; not aged, not cracking, no gaps, or peeling. Given the unprofessionalism I experienced with this company and the [redacted] ignoring additional e-mails regarding this situation and my concern of structural damage to the 2nd floor of my home, I removed the tub liner to prevent further damage to my subfloor. Upon removing the tub liner I found the caulking and adhesive fully intact. I also found 2 slits/cuts in the actual tub near the drain and stopper. The cuts to the tub was performed by EZ Bath due to plumbing issues. This area is clearly where the leak was coming from. There is rust circles around the drain and the stop, there are markings showing water entry and hence further damage to the area due to the water entry. Furthermore upon removing the remainder of the tub liner, there is NO evidence of the caulk failing and or leaking. There are no water lines, drips, or water marks coming from any areas of caulking. The [redacted] of the company refuses to acknowledge that his workers failed to properly install the stop and drain. He also refuses to acknowledge that his workers did any plumbing work, yet EZ bath installed the faucets, stop, drain, and shower head. Prior to the tub liner installation, the tub was in one cohesive piece without any damage to it.

Sincerely,

Business

Response:

We didn’t perform plumbing job but if we even did , the warranty would be 1 year – job done in 2009 ( explained in delailes previously)We don’t think that customer is qualified to determine the cause of the problem.All other questions have been answered previously Sincerely, EZ Bath Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Where as the business feels all questions have been answered, I have yet to get an explanation of the damage done to the original tub. The before picture from the business and my after picture when the liner was removed shows the damage, hence breech of contract.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,