New Bath Walk In Tubs

To whom it may concern, In response to Mrs. [redacted] complaint, on 5/3 I went to her home and went over the issues she was having.  In our assessment we determined she had plenty of room once sitting inside the tub however she was having difficulty getting in and out of the tub due to her ailments and the way the tub door is configured.  On 5/6 I spoke with Mrs. [redacted] and she agreed to my proposed solution of installing a different model tub at the companies cost which was slightly larger inside and more importantly had a door that was an outswing door which would work well with her access in and out of the tub.  On 5/12 we removed the old tub and installed the new model.  On 5/13, we finished the installation and did a complete test of the tub and demonstration for Mrs. [redacted].  The technician went over all the details as per the attached form and had her initial each item that was explained to her in detail.  She also executed the completion certificate and gave the technician an "EXCELLENT" rating.  On 5/16 we received the most recent complaint from Mrs. [redacted] stating that the tub was leaking, this was the first we heard of this problem and were quite surprised considering the tub was tested and ran for 20 minutes with the no leaks.  On 5/17 we sent a technician to her home and it was determined that one of the hoses came loose and was causing the tub to leak, we fixed the hose and had Mrs. [redacted] execute the attached "SERVICE FORM" stating the work that had been done as well as a full test of the tub again and she was satisfied.  On 5/19 I spoke with Mrs. [redacted] and she said the tub was fixed but she hadn't used it yet and she verified that he technician did test it completely for her and everything was in working order, she also told me "the door was plenty big enough for her to get in and out of the tub."  I also gave Mrs. [redacted] my direct line and asked her to call the office or me directly if she has any additional issues as she will get quicker service than sending an email to the Revdex.com as our goal is to service our customers as quickly and properly as possible.Sincerely,Stephen B[redacted]

Dear Sir,We contracted with this customer on November 17th, 2015, when their design consultant Phil D[redacted], met with them.  At this point in time the customer asked us to hold their deposit check until December 1st, which we gladly obliged.  On December 22nd we spoke with [redacted] and she...

informed us that she would have the rest of the money for the project around January 10th and would like the walk in tub installed after January 15th.  Later that day I spoke with [redacted] again setting up her installation for January 18th.  On January 18th we installed the product and the customer executed and initialed all the completion forms stating the job was complete and circled excellent and stating that they are 100% satisfied.  On January 26th we received a call from [redacted] stating that we had yet to install the curved shower curtain rod.  At this time we sent a technician to the home to install the curtain rod, [redacted] also told the technician that the tub wasn't getting enough hot water.  He explained to her that all he could do is turn up her hot water tank, which he did.  On March 28th we received a letter of complaint from [redacted] expressing her dissatisfaction with the lack of hot water and also letting us know that the caulking was pulling away from the wall.  We called the residence and left a message for the customer to call back on March 28th, [redacted] called back and spoke with Michelle who tried to setup a service call for the caulk issue and [redacted] told her that she wants the tub removed and her money refunded.Phil D[redacted] is very knowledgeable on all of the aspects of the walk in tub product that was agreed to be installed in the customers home.  Phil was previously an installer of walk in tubs for several years prior to becoming a design consultant and goes into great detail on the installation of the walk in tub with all his clients.  In discussing this customer with Phil he made it very clear to the customer that we were not contracting with them for a hot water tank and that the hot water tank was the customer's responsibility.  Our contract clearly outline the work that was being performed at the residence and nowhere does it state we are taking any responsibility for their hot water tank.  The customer has a 40 gallon hot water heater which is adequate to fill the tub in most cases.  However if the tank has not been maintained or is not putting out the proper amount of hot water it will result in not enough hot water to fill the tub.  We would be more than happy to service the caulk on the project but we did not contract with the customer for a hot water tank and made it clear that we take no responsibility for their existing hot water tank.  We have attached a copy of the executed completion forms as well as their contract.Sincerely,