Response to complaint from [redacted]: First of all , this complaint is so full of discrepancies, I'm not really sure how to respond to it. We have been measuring, manufacturing, and installing showers for over 30 years. When a customer is supplying their own measurements, they should supply us,...
not with the size of the pan, but the size of the opening before sheetrock. We then manufacture the pan with enough shrinkage to fit in the opening comfortably. This greatly decreases the risk of breaking due to tight or out of square walls. A perfect fit will allow about 1/4" of play on all sides. His shower was within these parameters. Even if the shower pan had been an additional 1/2" short, it would not have required any modifications to make it work. Our installers receive between 1500 to 2000 hours of training. I do not know his qualifications, but our installers would know how to deal with this in their first week of training. I don't know why he wouldn't carry the basic tools and equipment to deal with minor issues. There was a complaint about scratches. When picking up a job, it is the customers responsibility to ensure that it is loaded, transported, and unloaded in such a way as to not cause breakage or scratches. On the issue of amount of time and money spent on the supposed wall modifications , we could have accomplished this with $1.60 worth of shims and 5 minutes labor. Therefore, we feel the offer of $100.00 was extremely generous. He does not appear to be able to solve the most basic of building/remodeling issues. The girls in the office have a combined 44 years of cultured marble experience, but he was not willing to accept any of our professional advice. As for the 1.5 hour drive, we do not service his area and the agreement from the beginning, was for pickup only. That is not something that he learned after placing the order. In closing, Killeen Marble has met all of our obligations in this matter and there will be no refund. Sincerely,[redacted], CEO
Response to complaint from [redacted]: First of all , this complaint is so full of discrepancies, I'm not really sure how to respond to it. We have been measuring, manufacturing, and installing showers for over 30 years. When a customer is supplying their own measurements, they should supply us,...
not with the size of the pan, but the size of the opening before sheetrock. We then manufacture the pan with enough shrinkage to fit in the opening comfortably. This greatly decreases the risk of breaking due to tight or out of square walls. A perfect fit will allow about 1/4" of play on all sides. His shower was within these parameters. Even if the shower pan had been an additional 1/2" short, it would not have required any modifications to make it work. Our installers receive between 1500 to 2000 hours of training. I do not know his qualifications, but our installers would know how to deal with this in their first week of training. I don't know why he wouldn't carry the basic tools and equipment to deal with minor issues. There was a complaint about scratches. When picking up a job, it is the customers responsibility to ensure that it is loaded, transported, and unloaded in such a way as to not cause breakage or scratches. On the issue of amount of time and money spent on the supposed wall modifications , we could have accomplished this with $1.60 worth of shims and 5 minutes labor. Therefore, we feel the offer of $100.00 was extremely generous. He does not appear to be able to solve the most basic of building/remodeling issues. The girls in the office have a combined 44 years of cultured marble experience, but he was not willing to accept any of our professional advice. As for the 1.5 hour drive, we do not service his area and the agreement from the beginning, was for pickup only. That is not something that he learned after placing the order. In closing, Killeen Marble has met all of our obligations in this matter and there will be no refund. Sincerely,[redacted], CEO