Initial Business Response /* (1000, 5, 2017/04/21) */
In Review of case 37141:
It is my assessment that the complainant is facing a sense of buyer's remorse that is driving an evolving dissatisfaction on what was otherwise a successfully completed install
In response to specific
allegations:
1) A mismeasurement did result in a 4-inch difference on the wallOnce discovered, however, the complainant was brought into the bathroom to discuss their optionsThey were given the choice of wall as it was installed today or to return on a priority install as soon as possibleThey elected to proceed
aStill with that fact an offer to redo was rendered later to which the complainant declined
2) As acknowledged by their signature on the terms and conditions, Item and (attached) specifically state that we cannot assess or recommend updates to any existing plumbing and that we further recommend that they upgrade at the time of installThe spout was part of an older Moen fixture set and carried a lifetime warranty with Moen directlyThe nature of the defect or damage was not made available after the client fixed the issue
3) The large scrape on the door was not brought to our attention until days after the installationIn email correspondence, they made it plain that they were not asking us to repair itIn my interview of the Installer, he made it clear that he did not damage the door
In all surveys given immediately after the install and in email some time later we received 'excellent' and out of There was one comment that caused me to seek more clarity that started a near sixty process to attempt to resolveImportant to note is that we reached out to them, they did not demand this of us
The contracted documents do reflect the installation completed and payment was made upon completionGiven the client experience is chief concern for us I offered to redo the dissatisfying portions to which they declinedI then offered a sum of $*** in recognition of our customer service responsibilities to which they countered with wanting 'four-figure compensation.'
The file then was escalated to the Regional Coach and he re-offered the $***We were given suspense to provide four figured compensation by a certain date or a formal complaint would be sent to the Revdex.comThe time has expired and all offers are retired as not being acceptable
Initial Consumer Rebuttal /* (3000, 7, 2017/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We initially tried to resolve our dispute with this company with patience and courtesyA representative of the company eventually did come to our house in January His primary intent appeared to us to be to resubmit us to the same rehearsed sales pitch we'd originally heard on November (minus the video)Following this meeting, we were cavalierly offered $*** in compensationNo reasons were forthcoming as to how and why this figure had been arrived at
Curious as to what lay behind this approach to customer service, we did a little 'due diligence.' We quickly found our experience was eerily similar to others who had had bathroom renovations performed by this companyA former employee of the company recommended that we file a complaint with the Revdex.comWe duly alerted the company that this was our intent if we could not reach some sort of mutually satisfactory accommodationTheir attitude at this time seemed to us to be: 'So what?'
We had offered the company a more grounded basis for resolving this disputeThe original reno had cost $***Coming back to completely re-measure and re-instal their product would presumably cost them the same amountThe company rigidly showed no interest in pursuing whether they could resolve the dispute by meeting us half way on this accountIf this was their approach to product installation, customer service, AND dispute resolution, we felt it was due and important to forewarn others, that this was the least we could do given our own experience, and that the Revdex.com was a good place to communicate our dissatisfaction about this company
We are deeply dissatisfied with this company's response to the complaint we have filed with the Revdex.com earlier this monthWe remain absolutely dissatisfied with the treatment we have received to date from this companyWhat is conveyed in the record of the company's responses to date is wittingly or unwittingly: 'So what!' Nothing, in consequence, has been resolvedWe ourselves are fairly and reasonably still open to an accommodation under the auspices of the Revdex.com
Final Business Response /* (4000, 9, 2017/05/02) */
In response to updated Case ***
While the description of Bath Fitter's attempt to resolve this issues are unfortunate the facts remain (as can be demonstrated on the previous upload of supporting documents):
1) Contract was signed with clear understanding both for scope of work and terms and conditions, Nov 10,
2) Installation was completed Nov 29th, after agreement to continue with design presented to the complainant once error was discovered
aOffering even to not continue the installation at that moment and to return as a priority installation once new product was received
bFurthermore, upon completion of the installation the complainant signed that the experience was "Excellent" on behalf of the Consultation and Installation
cOn the same signed document the complainant offered to be a reference for future customers
3) A full days after the installation the complainant rated the experience a out of favorable
aOn this point there was clarification needed in the comments section and we reached out of our own accord
bThe pace of the communication was held firmly by the complainant, going so far as to tell us not to call them that they'd be in touch
4) Accusations of Bath Fitter damaging their front door was rendered days after the installation to which the complainant quickly followed up in writing that they do not want us to fix it
5) In the interest of salvaging a favorable experience, we offered a redo of the dissatisfying portions of the installation
aThat was firmly rejected by the complainant
bAs a customer service despite recognition of an installation fairly completed given the facts presented above the complainant was offered $***That was also firmly rejected
cComplainant demanded a 'four figure compensation' and then Bath Fitter give a suspense that if not given by a certain date further action with the Revdex.com would commenceBath Fitter has rejected this offer in its entirety
6) As the previous upload will demonstrate Bath Fitter has proceeded in accordance with its Mission statement and valuesWe are satisfied we have offered every attempt to overcome any issues that have been identified post installation
7) Characterization of the New Brunswick branch based on internet feedback largely from another country up to a decade ago is misplaced; as was the resources shared with us during the original dispute process
In Summary, Bath Fitter NB has demonstrated, above and beyond, an attempt to resolve the dispute based on a contract fairly completed and was marked as favorable both at time of installation and upon subsequent reviewsOffers to redo and provide financial compensation in accordance with these facts was firmly rejected by the complainantCounter offer from the complainant to provide 'four figure compensation' was equally rejected by Bath Fitter
I am confident the record stands on our attempts to satisfy the complainantAs such no offerings will be extended or accepted
Final Consumer Response /* (4200, 11, 2017/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bathfitter's fallback position in this regard should be what's clearly spelled out in its "Bathfitter Promise": "We want to provide the kind of service that makes people smile We don't rest until the issue has been resolved to our customer's satisfaction." This is all belied in their latest submissionThey do not wish to 'own' the fact that this has not been the case in our experience with them at allWe don't understand the "Take No Prisoners" zero sum attitude of this company in this regard at all in turn
Let us revisit the instal day of November A major snow storm was approachingTheir installer had to be In Moncton for an instal the next morningThe job at our home was taking far longer than anticipatedThe installer was getting clearly very frustrated
My wife worked at home in the morning during the instalI worked at home during the afternoonThe installer was a hard worker and very apologetic about the pace of the instalIt was not conveyed at any point to me that the reason for the slowness of the instal was due to the fact that adjustments were being made on the fly owing to the company's prior mismeasurements of the bathroom on November
It was getting darkThe storm was upon usThe installer, ***, was supposed to check off things like whether or not the tap was functioning properlyIf he had, we would have had fair warning about our imminent plumbing issueI was given to believe I was rating the worker moreso than the work when I was hurriedly handed some forms to signIn my minimal encounters with him, he had been personableI wanted him to get safely to Moncton
We were not smiling when we progressively began to realize--and phone-communicate--in how many ways we were denied a quality product (door damage aside)We thought we could work it out with this company owing to their very explicit "Bathfitter Promise." It took the company two months to get someone out to our home to acknowledge that very real mistakes HAD been made; that we really received, at best, a rushed, seat-of-the-pants C outcome for an A+ priceThe company rep could not assure us we'd NOT be letting people back into our home to deal with the situation under terms like theseWhat to do?
In the ensuing weeks and months, we have indicated an openness to an accommodation with this company under the auspices of the Revdex.comTheir own submissions in this regard are a measure of the extent to which their promises "to make people smile" etcare "words, words, words" and--indeed--trumped by whatever is required to "learn" people like us how accurately testimonials like the one we referenced from a former franchise employee really DO capsule what has absolutely been our own Caveat emptor experience
A fair, reasonable, and caring way to adjudicate this dispute is as follows: "What we'd like to be able to say when people do come to our home and do ask about the reno is duly, accordingly, and ingenuously this: 'Mistakes were madeMistakes were acknowledgedIt offered us four figure compensation to make up for the mistakes they madeWe accepted the offer.'"--the company and its pointpersons hopefully having learned something of even greater value and importance from its dealings with people like us
Initial Business Response /* (1000, 5, 2017/04/21) */
In Review of case 37141:
It is my assessment that the complainant is facing a sense of buyer's remorse that is driving an evolving dissatisfaction on what was otherwise a successfully completed install
In response to specific
allegations:
1) A mismeasurement did result in a 4-inch difference on the wallOnce discovered, however, the complainant was brought into the bathroom to discuss their optionsThey were given the choice of wall as it was installed today or to return on a priority install as soon as possibleThey elected to proceed
aStill with that fact an offer to redo was rendered later to which the complainant declined
2) As acknowledged by their signature on the terms and conditions, Item and (attached) specifically state that we cannot assess or recommend updates to any existing plumbing and that we further recommend that they upgrade at the time of installThe spout was part of an older Moen fixture set and carried a lifetime warranty with Moen directlyThe nature of the defect or damage was not made available after the client fixed the issue
3) The large scrape on the door was not brought to our attention until days after the installationIn email correspondence, they made it plain that they were not asking us to repair itIn my interview of the Installer, he made it clear that he did not damage the door
In all surveys given immediately after the install and in email some time later we received 'excellent' and out of There was one comment that caused me to seek more clarity that started a near sixty process to attempt to resolveImportant to note is that we reached out to them, they did not demand this of us
The contracted documents do reflect the installation completed and payment was made upon completionGiven the client experience is chief concern for us I offered to redo the dissatisfying portions to which they declinedI then offered a sum of $*** in recognition of our customer service responsibilities to which they countered with wanting 'four-figure compensation.'
The file then was escalated to the Regional Coach and he re-offered the $***We were given suspense to provide four figured compensation by a certain date or a formal complaint would be sent to the Revdex.comThe time has expired and all offers are retired as not being acceptable
Initial Consumer Rebuttal /* (3000, 7, 2017/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We initially tried to resolve our dispute with this company with patience and courtesyA representative of the company eventually did come to our house in January His primary intent appeared to us to be to resubmit us to the same rehearsed sales pitch we'd originally heard on November (minus the video)Following this meeting, we were cavalierly offered $*** in compensationNo reasons were forthcoming as to how and why this figure had been arrived at
Curious as to what lay behind this approach to customer service, we did a little 'due diligence.' We quickly found our experience was eerily similar to others who had had bathroom renovations performed by this companyA former employee of the company recommended that we file a complaint with the Revdex.comWe duly alerted the company that this was our intent if we could not reach some sort of mutually satisfactory accommodationTheir attitude at this time seemed to us to be: 'So what?'
We had offered the company a more grounded basis for resolving this disputeThe original reno had cost $***Coming back to completely re-measure and re-instal their product would presumably cost them the same amountThe company rigidly showed no interest in pursuing whether they could resolve the dispute by meeting us half way on this accountIf this was their approach to product installation, customer service, AND dispute resolution, we felt it was due and important to forewarn others, that this was the least we could do given our own experience, and that the Revdex.com was a good place to communicate our dissatisfaction about this company
We are deeply dissatisfied with this company's response to the complaint we have filed with the Revdex.com earlier this monthWe remain absolutely dissatisfied with the treatment we have received to date from this companyWhat is conveyed in the record of the company's responses to date is wittingly or unwittingly: 'So what!' Nothing, in consequence, has been resolvedWe ourselves are fairly and reasonably still open to an accommodation under the auspices of the Revdex.com
Final Business Response /* (4000, 9, 2017/05/02) */
In response to updated Case ***
While the description of Bath Fitter's attempt to resolve this issues are unfortunate the facts remain (as can be demonstrated on the previous upload of supporting documents):
1) Contract was signed with clear understanding both for scope of work and terms and conditions, Nov 10,
2) Installation was completed Nov 29th, after agreement to continue with design presented to the complainant once error was discovered
aOffering even to not continue the installation at that moment and to return as a priority installation once new product was received
bFurthermore, upon completion of the installation the complainant signed that the experience was "Excellent" on behalf of the Consultation and Installation
cOn the same signed document the complainant offered to be a reference for future customers
3) A full days after the installation the complainant rated the experience a out of favorable
aOn this point there was clarification needed in the comments section and we reached out of our own accord
bThe pace of the communication was held firmly by the complainant, going so far as to tell us not to call them that they'd be in touch
4) Accusations of Bath Fitter damaging their front door was rendered days after the installation to which the complainant quickly followed up in writing that they do not want us to fix it
5) In the interest of salvaging a favorable experience, we offered a redo of the dissatisfying portions of the installation
aThat was firmly rejected by the complainant
bAs a customer service despite recognition of an installation fairly completed given the facts presented above the complainant was offered $***That was also firmly rejected
cComplainant demanded a 'four figure compensation' and then Bath Fitter give a suspense that if not given by a certain date further action with the Revdex.com would commenceBath Fitter has rejected this offer in its entirety
6) As the previous upload will demonstrate Bath Fitter has proceeded in accordance with its Mission statement and valuesWe are satisfied we have offered every attempt to overcome any issues that have been identified post installation
7) Characterization of the New Brunswick branch based on internet feedback largely from another country up to a decade ago is misplaced; as was the resources shared with us during the original dispute process
In Summary, Bath Fitter NB has demonstrated, above and beyond, an attempt to resolve the dispute based on a contract fairly completed and was marked as favorable both at time of installation and upon subsequent reviewsOffers to redo and provide financial compensation in accordance with these facts was firmly rejected by the complainantCounter offer from the complainant to provide 'four figure compensation' was equally rejected by Bath Fitter
I am confident the record stands on our attempts to satisfy the complainantAs such no offerings will be extended or accepted
Final Consumer Response /* (4200, 11, 2017/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bathfitter's fallback position in this regard should be what's clearly spelled out in its "Bathfitter Promise": "We want to provide the kind of service that makes people smile We don't rest until the issue has been resolved to our customer's satisfaction." This is all belied in their latest submissionThey do not wish to 'own' the fact that this has not been the case in our experience with them at allWe don't understand the "Take No Prisoners" zero sum attitude of this company in this regard at all in turn
Let us revisit the instal day of November A major snow storm was approachingTheir installer had to be In Moncton for an instal the next morningThe job at our home was taking far longer than anticipatedThe installer was getting clearly very frustrated
My wife worked at home in the morning during the instalI worked at home during the afternoonThe installer was a hard worker and very apologetic about the pace of the instalIt was not conveyed at any point to me that the reason for the slowness of the instal was due to the fact that adjustments were being made on the fly owing to the company's prior mismeasurements of the bathroom on November
It was getting darkThe storm was upon usThe installer, ***, was supposed to check off things like whether or not the tap was functioning properlyIf he had, we would have had fair warning about our imminent plumbing issueI was given to believe I was rating the worker moreso than the work when I was hurriedly handed some forms to signIn my minimal encounters with him, he had been personableI wanted him to get safely to Moncton
We were not smiling when we progressively began to realize--and phone-communicate--in how many ways we were denied a quality product (door damage aside)We thought we could work it out with this company owing to their very explicit "Bathfitter Promise." It took the company two months to get someone out to our home to acknowledge that very real mistakes HAD been made; that we really received, at best, a rushed, seat-of-the-pants C outcome for an A+ priceThe company rep could not assure us we'd NOT be letting people back into our home to deal with the situation under terms like theseWhat to do?
In the ensuing weeks and months, we have indicated an openness to an accommodation with this company under the auspices of the Revdex.comTheir own submissions in this regard are a measure of the extent to which their promises "to make people smile" etcare "words, words, words" and--indeed--trumped by whatever is required to "learn" people like us how accurately testimonials like the one we referenced from a former franchise employee really DO capsule what has absolutely been our own Caveat emptor experience
A fair, reasonable, and caring way to adjudicate this dispute is as follows: "What we'd like to be able to say when people do come to our home and do ask about the reno is duly, accordingly, and ingenuously this: 'Mistakes were madeMistakes were acknowledgedIt offered us four figure compensation to make up for the mistakes they madeWe accepted the offer.'"--the company and its pointpersons hopefully having learned something of even greater value and importance from its dealings with people like us