Thornton's Plumbing, Inc.

Due to a complete lack of proper systems in place, Thornton's has extended the replacement of my shower, which is under warranty, for 6 weeks. We purchased our home in December of 2012 and Thornton's was the contracted plumber. In May of 2015 we contacted Thornton's to fix a hole in the bottom of our shower. Their contracted repair people came and did a professional repair on the hole. In September of 2015 I noticed a large crack in the bottom of our shower that was not near the repaired area. Upon a closer look, I saw that there was another large crack on the repair extended beyond the repair and split into two cracks like a Y. I called Thornton's on September 17th to get them to come out and look at it. I was informed the only come out Monday-Friday and due to them being based 2 hours away from my house the latest appointment I could make would be 2 o'clock. I work Monday-Friday and have a 45 minute commute which means I leave my house at 6AM and usually don't get home until 4 of 5PM. This means, at minimum I would have to take a half day off of work. I scheduled the appointment for Wednesday September 23rd and took a half day off of work. When the repair technicians came out, they told me they cannot repair this issue, it needs to be replaced and the office would contact me to make an appointment. I wrote the main secretary, [redacted] an email detailing my concerns on September 25th. I never heard back from them. So I called on Octboer 1st to address my concerns. [redacted] spoke to me and explained everything with which I was satisfied. She then said she would order the replacement piece and scheduled my replacement for Thursday October 15th. This would be a day I would have to take off of work completely because the latest appoint for such a large replacement would be 12noon. Thornton's never called to verify the appointment beforehand and because I am extremely proactive, especially when I am going to miss work, I called to verify my appointment on Wednesday October 14th. [redacted] told me yes, they would be out to replace it the next day, they had the replacement piece, but then stopped and said she had to check if they had the proper adhesive and she would call me back. She called me back at 6:30PM on Wednesday October 14th to tell me she had to reschedule because they didn't have the proper adhesive in stock. This was AFTER I had already taken the day off work. I was able to cancel that and go into work but if I did not call, I would have been at home, not working and not getting paid waiting for them to come make the replacement. Due to scheduling issues and having to take a day off, we rescheduled for Wednesday October 28th. Once again, I called off work and called them to verify they had all the necessary components and they would be out to replace my shower the next day. [redacted] was not in the office and the other secretary verified that they would be there at 12 noon. Well, at 9:30 on Wednesday the 28th Ms. [redacted] calls to tell me that the replacement unit they have is defective and they need to reschedule the service. Why was the box not opened and verified upon delivery? Why was the defective unit just sitting around for more than 2 weeks? Why did they not order the correct adhesive when they ordered my unit to begin with? Why do they not call to verify appointments and ensure all necessary components are accounted for? Why do their customers need to miss work and therefore money in their paycheck to feed their children because they cant run their business professionally? So now, I am missing out on a days worth of work and will have to miss out on another days worth of work when they have a unit that is not defective. I didn't mention that the reason I have to be present is because my husband-an active duty service member- is currently deployed, I have no family in the area, and all of my friends also work!Desired SettlementI want Thornton's to do the replacement on a Saturday. I cannot take another day off of work. I would also like them to put proper systems into place so that other customers do not have to suffer in Thornton's incompetent hands. They need to verify product upon delivery and not let it sit around for weeks not knowing it is defective. They also should implement a system of verifying all product needed for a job is available and accounted for. Finally, they should implement a system for calling and verifying their appointments with their customers especially when they schedule out more than 2 weeks. This could be combined with the system of verifying all parts are present. For example, in two days we have these repairs scheduled. Go out to the area to verify all necessary parts are accounted for. Then, call those customers to confirm the appointments. These are simple and basic business practices.Business Response After being cursed, we contacted the tub manufacturer and they agreed to replace the entire unit. We are scheduled to tear out and reinstall a new shower for Bowers on 11/21/2015 as she requested on a Saturday.This has been an isolated incident and have not had problems with our customers getting their repairs completed.