Maax US Corp

We are truly sorry for the issues at hand and want resolutionWhen the product is Manufactured at our Plant all products go through a water testHowever because of Shipping/handling or better yet the time product gets installed it could result the product may not be functioning as when it left our Manufacturing plantIn our Installation Manual it speaks that Installer must do a water test as well before fully installing TubIt appears this may have not been done as Customer says it's been like this after InstallationUnder our Terms & Conditions of the warranty Maax is just responsible to repairIt appears if access is not adequate for Maax to fulfill the warranty obligation and make necessary repairs this no access to fix seems the Installer should be more involved and responsible for, and absorbing some of these costThe info Maax received as far as cost to gain this access was very high, although per our warranty we normally don't cover this but have informed the Sales Rep and Wholesaler Maax would assist in the cost on making access with some portion of the cost it was told it would costWe however are not taken the full responsibility of the cost to gain this access but will assist with some portion of that costOf course we are also absorbing cost from our local repairman as per our Warranty obligation to repair for the repairing of the productIt is also our understanding that a repair is going to be scheduled soon if it already has not been scheduled

It was reported to Maax of the problem on July 2016, Issue was Select-a-Flow knob that turns/rotates was stuckSelect-a-Flow knob allows changing of the speeds of the Pump/MotorProblem at hand is no access to replace this knobMaax has hired a local representative that works on behalf of Maax to replace the knobIssue is making access to replace knob/valvePer our Limited Warranty we are not required or responsible for the making of the accessHowever at times we do go outside them boundaries and assist if needed and if reasonableMaax has been in contact with local repairman and have been advised the making of the access will be provided for us and Repairman has been sent all parts needed for a repair of the product under warrantyThis latest communication was on Sept28th Also, I must note that this was the first I have been advised Homeowner filed with the Revdex.com, and I do apologize that this is Maax first responseAlso note this is first notice received with my office

I am rejecting this response because: More excuses The product delivered was defective This is NOT a warranty issue The product never worked from day It is not my problem that associates of Maxx installed a defective tub and failed to test it before it was delivered to me as the customer There has been no offer to repair the damage done by the previous repair person in repairing the drywall, to pay for the labor charges I have incurred, and the tub has not been repaired.Further the person responding for Maxx indicates that this is the first contact The respondent obviously does not know what they are talking about Attached is a PDF file of the release (on Maxx letterhead) that the company was trying to force me to sign before the repair was complete How could such a document have been crafted and given to me without contact with Maxx? My demands of the company remain unchanged as previously stated

It was reported to Maax on Dec5th of an issue with the Customers TubAppears request came in by E-mail from Sales Rep on behalf of [redacted] Company in Sioux Falls, SD where product was purchasedTwo day's later Maax did respond to Sales Rep advising them warranty on Plumbing/Jets is yearsThe year warranty the Customer is referring to is on the Shell or finish of the TubMaax did start a File # for documentations as we always doThe File # is [redacted] In our E-mail to Sales rep we indicated this information of the warranty being just years on plumbing leaks but did offer that if pictures were provided to Maax we could advise on what parts are needed to be purchased in order to fix leakI see we now have an E-mail address for the Customer, Maax will E-mail the Customer directProvide them this info above and once we can determine on what parts are need to order to help assist Customer getting repaired, if pictures from Customer could be provided

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ It was reported to Maax by the Consumer that the Blower/Motor for the Air Tub was noisy/loud. As Maax honors the request of our Customers we sent a Maax representative to the Consumers home to inspect. I have attached the report from the Maax... representative and his findings were the noise level was normal. Regretfully we have to report this back to the Consumer and have to close the case as Air Tub is operating normal. As for the damages to ceiling that are mentioned I do not see anything on our end that this was reported to Maax. Maax will contact the Consumer directly about the water damages Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not find an attachment regarding the technician's report. We are sure it does not agree with what Mr. Larry [redacted] mentioned when he visited us on two ocassions. He indicated the noise was EXCESSIVE! The sales lady told us the apa would be soft and calming. The noise level is equal to a jet plane. Why doesn't the company respond to the sales lady's request for follow up by the company? We are NOT satisfied and expect a replacement. If necesary we wil pursuse legal options. Final Consumer Response / [redacted] (3000, 15, 2016/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are making progress in resolving the situation. A few details remain to be worked out including asisitance with labor cost in removing the old tub. An estimate for the replacement tiles due to the water damage has been e-mailed to Bill. We ask that this case remain open until further notice. We do expect an agreement to be reached which will satisfy all parties. Thank you Final Business Response / [redacted] (4000, 17, 2016/02/02) */ On Jan 26 spoke with Customer and we have agreed to assist with ceiling tile cost that need to be replaced. There also is some discussion with the Customer that possibly the Installation of the product is a concern as well. This would not be a Maax issue, would be Customers Installer. We are currently working with the Customer and the Store where Customer purchased product on getting a replacement tub plus trying to find happy solution on who is responsible for labor. Maax at the moment has agreed to replace tub, paying for ceiling tiles and assist in some portion of the labor in having Tub replaced but currently we had not agreed to a amount as of yet on what Maax can contribute

Initial Business Response /* (1000, 5, 2015/07/09) */
Maax did confirm the Customer was not happy on the appearance of there TubWe did arrange for a Local representative go visit the homeHe did confirm that there was nothing wrong with the TubIt was a looking TubHe currently has a
Tub himselfThe representative has been in the Tub business for over 30yrsWe also understand a 2nd Tub was brought out to the site and the same findings in the Customers eyes were foundThe appearance they could be seeing may be reflection from light off the Acrylic surface of the TubAs a Tub Manufacture we do care about our product and our CustomersThe complaint in hand here is nothing that is treading as Maax just does not have this sort of complaintAt this time we have decided that the Product in Customers possession is within our guidelines and currently cannot assist any furtherMaax would suggest if Customer is still unhappy they contact where product was purchased and if need to be have them contact Maax so together we can work on some other options
Initial Consumer Rebuttal /* (3000, 7, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Maax rep did visit our home and he did look at our installed tub for less than minutesHe declared that the problem was that it had a soap sm build upAs it was a brand new tub - our contractor tried to explain that this was not possibleMy husband stressed that the tub had an extremely noticeable black ring and that it did not shine - the finish on this brand new tub is dull and matte-likeMy husband also explained that we had already cleaned the tub twice with Gel gloss and that it had no effectThe Maax rep then stated that although the tub lacked shine and had a matte finish - this was absolutely acceptableHe declared that the tub just needed a good cleaning with vim
My husband tried to ask why a new bath tub would have a build up on it that would need to be cleaned with vimBUT the rep chose to ignore my husband and detail our contractor about new products available for sale
Our plumber and our contractor strongly disagree with the Maax reps assessmentThey have installed many Maax tubs and they say that we have received a sub-standard productThey advised us to pursue action with the Revdex.com
It is very clear from Maax's response that they have not heard our concerns or our voice in this process
Just to clarify, we renovated bathrooms (one right after the other) this spring
We did indeed purchase Maax tubs (same make and model) from *** PlumbingBoth are currently installed in our homeWe are very happy with one of themWe are very discouraged by the otherWe have asked our friends, family, and colleagues, to look at these tubs - they(like our plumber and contractor) can identify a discernible difference in the appearance between the two MAAX tubs we installed
Lastly - we received Maax tubs from *** plumbingWe installed the first (the tub we are unhappy with)Our plumber inspected the second tub we received and refused to install it he said it was unacceptableThe third tub was accepted - it is great and it resembles the Maax product we viewed in the showroom
Maax has a funny definition of customer serviceAfter all it is the customer that defines acceptability, not the corporation that refuses to stand by its product

We are truly sorry for the issues at hand and want resolution. When the product is Manufactured at our Plant all products go through a water test. However because of Shipping/handling or better yet the time product gets installed it could result the product may not be functioning as when it left our Manufacturing plant. In our Installation Manual it speaks that Installer must do a water test as well before fully installing Tub. It appears this may have not been done as Customer says it's been like this after Installation. Under our Terms & Conditions of the warranty Maax is just responsible to repair. It appears if access is not adequate for Maax to fulfill the warranty obligation and make necessary repairs this no access to fix seems the Installer should be more involved and responsible for, and absorbing some of these cost. The info Maax received as far as cost to gain this access was very high, although per our warranty we normally don't cover this but have informed the Sales Rep and Wholesaler Maax would assist in the cost on making access with some portion of the cost it was told it would cost. We however are not taken the full responsibility of the cost to gain this access but will assist with some portion of that cost. Of course we are also absorbing cost from our local repairman as per our Warranty obligation to repair for the repairing of the product. It is also our understanding that a repair is going to be scheduled soon if it already has not been scheduled.

Maax has called and left a voice mail with the Customer. Once Customer returns our call, Maax will work and assist on getting the Customer a replacement as needed for resolution.

Please I do apologize for all the problems you are having.  The response we sent to Revdex.com on March 9 and also we E-mailed Customer directly (See attached) asking for pictures of parts needed and we can then assist them with getting all correct parts.

I am rejecting this response because:
More excuses.  The product delivered was defective.  This is NOT a warranty issue.  The product never worked from day 1.   It is not my problem that associates of Maxx installed a defective tub and failed to test it before it was delivered to me as the customer.   There has been no offer to repair the damage done by the previous repair person in repairing the drywall, to pay for the labor charges I have incurred, and the tub has not been repaired.Further the person responding for Maxx indicates that this is the first contact.  The respondent obviously does not know what they are talking about.  Attached is a PDF file of the release (on Maxx letterhead) that the company was trying to force me to sign before the repair was complete.  How could such a document have been crafted and given to me without contact with Maxx? My demands of the company remain unchanged as previously stated.

I am rejecting this response because:  While I appreciate that MAAX is now willing to assist me in finding the parts I need to purchase the fact that I had to wait 3 months and file a Revdex.com complaint to get a response show a total failure in the customer service on their part.  MAAX states that they told my sales rep who acts like he had no idea on what was going on with our tub and in fact told us it could be months to get a response.  We actually had to drive down to the store where we purchased this tub Win Supply Inc and find the Rep who made all kinds of excuses and stated he would have to go pull the form out of the files but would call us.  The next day we drove down at the end of the day and received the same crap from him and had to actually stand there until he went to the files and pulled up the claim.  Then he called the regional rep for MAAX and told us he would have to get back with us and would call us the next day.  That was more that a week ago and still no phone call! I feel you need to train your sales reps better and follow up with the customer especially since we had to put our phone number on the warranty form that we filled out. We never received a phone call from anyone involved in this warranty claim!

It was reported to Maax on Dec. 5th 2016 of an issue with the Customers Tub. Appears request came in by E-mail from Sales Rep on behalf of [redacted] Company in Sioux Falls, SD where product was purchased. Two day's later Maax did respond to Sales Rep advising them warranty on Plumbing/Jets is 2...

years. The 10 year warranty the Customer is referring to is on the Shell or finish of the Tub. Maax did start a File # for documentations as we always do. The File # is [redacted]. In our E-mail to Sales rep we indicated this information of the warranty being just 2 years on plumbing leaks but did offer that if pictures were provided to Maax we could advise on what parts are needed to be purchased in order to fix leak. I see we now have an E-mail address for the Customer, Maax will E-mail the Customer direct. Provide them this info above and  once we can determine on what parts are need to order to help assist Customer getting repaired, if pictures from Customer could be provided.

Initial Business Response /* (1000, 5, 2015/12/17) */
It was reported to Maax by the Consumer that the Blower/Motor for the Air Tub was noisy/loud. As Maax honors the request of our Customers we sent a Maax representative to the Consumers home to inspect. I have attached the report from the Maax...

representative and his findings were the noise level was normal. Regretfully we have to report this back to the Consumer and have to close the case as Air Tub is operating normal. As for the damages to ceiling that are mentioned I do not see anything on our end that this was reported to Maax. Maax will contact the Consumer directly about the water damages
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not find an attachment regarding the technician's report. We are sure it does not agree with what Mr. Larry [redacted] mentioned when he visited us on two ocassions. He indicated the noise was EXCESSIVE! The sales lady told us the apa would be soft and calming. The noise level is equal to a jet plane. Why doesn't the company respond to the sales lady's request for follow up by the company? We are NOT satisfied and expect a replacement. If necesary we wil pursuse legal options.
Final Consumer Response /* (3000, 15, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are making progress in resolving the situation. A few details remain to be worked out including asisitance with labor cost in removing the old tub. An estimate for the replacement tiles due to the water damage has been e-mailed to Bill. We ask that this case remain open until further notice. We do expect an agreement to be reached which will satisfy all parties. Thank you
Final Business Response /* (4000, 17, 2016/02/02) */
On Jan 26 spoke with Customer and we have agreed to assist with ceiling tile cost that need to be replaced. There also is some discussion with the Customer that possibly the Installation of the product is a concern as well. This would not be a Maax issue, would be Customers Installer. We are currently working with the Customer and the Store where Customer purchased product on getting a replacement tub plus trying to find happy solution on who is responsible for labor. Maax at the moment has agreed to replace tub, paying for ceiling tiles and assist in some portion of the labor in having Tub replaced but currently we had not agreed to a amount as of yet on what Maax can contribute

It was reported to Maax of the problem on July 13 2016, Issue was Select-a-Flow knob that turns/rotates was stuck. Select-a-Flow knob allows changing of the speeds of the Pump/Motor. Problem at hand is no access to replace this knob. Maax has hired a local representative that works on behalf of Maax...

to replace the knob. Issue is making access to replace knob/valve. Per our Limited Warranty we are not required or responsible for the making of the access. However at times we do go outside them boundaries and assist if needed and if reasonable. Maax has been in contact with local repairman and have been advised the making of the access will be provided for us and Repairman has been sent all parts needed for a repair of the product under warranty. This latest communication was on Sept. 28th 2016. Also, I must note that this was the first I have been advised Homeowner filed with the Revdex.com, and I do apologize that this is Maax first response. Also note this is first notice received with my office