Bathbrite Refinished bathtub, shower pan, vanity & countertop Highland Village Texas
In July 2007, I contacted Bathbrite about refinishing a shower and a bathtub. I had looked at the web site. They offered a 5 year warranty. Their prices seemed very reasonable. The shower was going to have to be redone and the bathtub either needed to replaced or refinished. I decided update the master bath and kitchen counter top. The owner of Batbrite assured me that the stone finish was almost as durable as laminate.
In July 2007, Bathbrite (1) refinished the show pan or floor (2) refinished the bathtub. (3) Applied stone finish to the vanity in the master bathroom (4) applied stone finish to the kitchen countertop.
By September 2007, problems began to appear. The stone finish of the kitchen countertop started have spots apparently flaked off, and the original laminate top showed through. The Stone finish on the vanity had a spot missing. The finish on the shower floor began to disappear. The bathtub, which had never been used, showed some faults. Having all four items done fail within a two month period, I contact the owner of Bathbrite, and requested a full refund of $1791.26 for all work performed. Bathbrite did not want to refund the money. Instead, they wanted to repair everything at no cost. Reluctantly after all items had failed, I agreed to let them redo the work.
Bathbrite redid the work in November 2007. They touched up the tub, touched up the spot on the vanity, refinished the shower floor, and reapplied stone finish to the kitchen countertop. The owner of Bathbrite personally supervised the job. Supposedly several extra coatings were used.
By February 2008, I again contacted Bathbrite with more failures. (1) The spot repaired in the vanity never matched. (2) The shower floor looked horrible (3) No one would even use the bathtub. It felt gritty and we were afraid to clean it or the surface would come off. (4) The kitchen countertop again had spots coming off, revealing the original laminate surface. There is a concern these flakes of the chemicals may be getting in our food. I, once again, asked for a full refund $1,791.26. Once again, Batbrite wanted to come and redo the work.
Considering Bathbrite had redone or touched up everything twice, and nothing has lasted more than a few months, it just did not make sense to do it again. Bathbrite did not want to honor their original warranty of 5 years, as advertised on the internet. They did not want to live up to the claims of their owner. They wanted to honor a different warranty on the back of their invoice, which was never seen until after the work was done.
Bathbrite wants to advertise one warranty (5 years) on the internet and try to live by another on the back of an invoice no one even sees till they pay the bill. I would never had used Bathbrite had I known they did it was not the same as on their web site. It will cost me more that I paid Bathbrite to get the work they did replaced.
Not brite now
Dallas, Texas
U.S.A.
1 Updates & Rebuttals
Alan
Highland Village,Texas,
U.S.A.
The Fact Of The Matter
#2REBUTTAL Owner of company
Thu, October 22, 2009
Only after completing the resurfacing of several surfaces in this customers home, apparently they decided that they would rather replace many of these surfaces with new one. With nearly 20 yrs. in this business, it became obvious to us (after repeated visits to the customers home) that the reported "failures" were in fact the results of damage/abuse/misuse of several of the surfaces in question.
It is very unfortunate that this customer chose not to allow us to perform repairs under our stated warranty but rather chose to disregard the terms and conditions spelled out in our warranty and instead been insistent on a full refund from the very beginning which seemed rather suspicious. This customer should understand that a warranty is not the same as a satisfaction guarantee or your money back but rather a commitment by a business to the customer to provide material/labor support on services rendered for a specified period of time should problems arise.
This customer signed two separate invoices during the course of a week (completion of each part of the work) in which he had a chance to read our warranty, ask our tech or call our office with any concerns BEFORE signing anything. In later emails this customer then complains about length and details of the warranty yet (regardless of the length or specifics) refused to allow us to perform any work under the terms and conditions of our stated warranty (in which he was never charged for any non-warranty work).
This customer apparently did not read any of the information provided (warranty or surface usage) on the back of our invoice he signed (2 times) until he thought he had a problem.
We have attempted to fulfill any/all of our warranty obligations regarding this customers concerns. Although some problems have been questionable, we have never charged this customer for any repairs. We have attempted to satisfy this customer in any way possible short of honoring his request for a full refund (which we have a no-refund policy stated on the back of our invoices). This customer has decided early on he no longer wanted any further warranty work be done and I felt we had done everything possible to support the warranty we provided this customer and that he twice signed for. This customer should understand that a warranty is provided to offer support for products and workmanship over a specified period of time and (in our case) is totally separate from and does not include a refund.
This customer even filed a report with the local BBB in which, according to the BBB report, he could not provide sufficient evidence to support his claims either. The only one that got ripped off was my company....