The Better Bath LLC

Service Provider Response

Hi, I'm Shane, the owner of the company. I've closely reviewed this complaint and am honestly surprised that [member name removed] felt compelled to post something online because according to our records we sent our installation manager out to your home 5 days after the project was completed. The service record says "window needs sealed better where the window trim was installed" - this is what [member name removed] told us when she called and requested a service call. Our installation manager's notes says that he added more silicone caulking where it was too thin. (Sometimes the silicone gets air bubbles in it and when it dries). It can leave a gap or appear too thin so our manager was under the impression that this problem was fixed and there were no more issues. [member name removed] has a large window in her bathing area - it covers most of the back wall so naturally there will always be water droplets on the window sill after someone uses the shower. We've never received a call from [member name removed] about this specific issue. If we had, we certainly would've remedied the situation to the best of our ability. We've also never received a call about a 'mysterious ring' in the tub. Also, our warranty specifically excludes 'mold and mildew' from the caulking. [member name removed] has signed, and agreed that she's received a copy of the warranty. Furthermore, she signed our cleaning recommendations form that again, specifically states the following: 'Note: Caulking is of high quality and is mold/mildew resistant. We have never had an issue of the caulking itself being affected by mold/mildew. In rare instances, the caulking appears to have mold/mildew on it, but each time it was improper cleaning. Soap film, if not cleaned properly, will begin to mildew.' Each time any of our customers calls with any kind of service issue, we've always sent out a service technician right away. Every time, we've showed the customer by cutting out a piece of the caulking, how soap film, if not cleaned from the surface of the caulking, will begin to mildew in spots. An easy solution is to use some diluted bleach occasionally (1/2 water, 1/2 bleach) on the areas of the silicone that are more susceptible to get more soapy water to run across it. - example: waist height and lower and closer to the plumbing wall. We go above and beyond because we truly want our customers to have an excellent experience and have a tub/shower that will last a lifetime. It's impossible for us to remedy a complaint if we're not given the chance to do so. We are just a simple phone call away and will be happy to have another look to see if there's something we've missed. Our customers can get a live person on the phone 24 hours a day, 7 days a week - because we care. Again, I'm sorry that [member name removed] is not happy but given the chance, we'll do everything we can to change her mind. -S. Wood.

Service Provider Response

We don't have a customer named [removed member name]. [removed member name] is the person that we have on file for this address. We've completed the project exactly as it is written up, initialed & signed and have before and after pictures to prove this. We are always striving for total customer satisfaction and will do whatever it takes to fulfill the contract agreement. We are just a phone call away and if there's something that we've missed, we'd certainly like a call. Thank You - Shane Wood - Owner

Service Provider Response

I called the member to attempt to figure out what happened with this missed appointment. Apparently our appointment setting software mixed up some information. When she called on the morning of the appointment, our office assistant said someone would be there as scheduled because, as far as she could tell, the appointment was still pending. We have since replaced our software with a much better system that will prevent anything like this from happening again. We strive very hard to be better than expected and will always attempt to correct any problems immediately. We apologized for the member's inconvenience and offered free professional advice for her project if she needs it.