ComplaintsforBath Planet of CT

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had walk in shower installed 5/9/2024. We paid $14,037. We have had 8 scheduled service calls, 2 of which were no call no show. Many of these were due to mold growing IN the caulk, not washable or surface mold. Improperly installed drain was also reinstalled along with leaks sealed a few times. After the caulk reapplied twice I still have a lot of ripples and blobs that over time will encourage mold growth. I have asked repeatedly for a supervisor to come and look at the workmanship. I am told the one of the two sevice technicians that have come out is a supervisor. He was the first to replace some of the moldy caulk (or shall I say coat over the old.) That was on the second service call on 7/01. At that time excess caulk was left on frame of shower door. I have pointed that out at least 4 times and to this day it is still there. I have many photos. After the last visit on 10/04 I contacted Julie at Milford office and expressed my dissatisfaction with the service visits again and sent photos. I told her I was not going to schedule another service call as I did not feel it would be any different than the last 6. I have reached out to there supposed SERVICE MANAGER by text email and voice mail as it stated in the intro package I recieved concerning service issues. I would like to at least have the caulk done so I will not have the mold issue for a while. I am not sure that they are quality do this after the amount of times they have been here. I do not believe that aft e spending this much money we should have to deal with this problem. The photos are the most current after last replacement of caulk. Please help us to get this resolved. Thank you ****** *****, ***** *******

  

  Business response

  11/01/2024

  Alex our service tech is the on the service manager who goes out to perform services as well as inspect jobs to see what the issues may be and assess how best to fix the problem. We would have no problem sending him back out to the customer and take out the caulk and redo it. It is in a bathroom and some bathrooms hold more moisture then others and sometimes mold does happen but we have no problem taking care of the issues. We do recommend customers use a bleach product to clean, such as Clorox Clean up with Bleach. If the customer would like us to come back and redo the caulk please have her call the office and ask for Juli the in office service manager and she will schedule Alex to go out. 

  Customer response

  11/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Alex is the last person to replace the caulk that is now in my shower. The photos are the most current showing blobs and ridges in caulk. So far I have no new mold but time will tell. The first time the caulk was coated over it was done by Alex. That is where the caulk left on frame of door came from.

  There is caulk that is mold resistant. I do not believe that they are using any that is mold resistant. See attached additional photos.

  Maybe one of the licensed plumbers that they work under should come and look at it.

  I want this issue to be resolved for more than a few months.

  Our old bathtub was in that bathroom for 30 years or more and just started growing mold.

  I understand that I have a double lifetime warranty but every time we have a service call I have to take time off of work and have to avoid shower for 24 to 48 hrs. This has become a frequent inconvenience.

  A more permanent resolution is what I am looking for. I feel we paid too much money to have reoccurring issues so often.

  
  
  Sincerely,
  
  ****** *****

  

  Business response

  11/05/2024

  I would like to send out an installer to your home to cut out the caulk and redo to get rid of the "blobs and ridges" in the caulk. We do use caulk from our manufacturer that is mold and mildew resistant. I am attaching the manufacturer care and maintenance form they provide to show exactly what it is. If you could please call the office to schedule when I can send out the installer so we can get this taken care of ###-###-####. 

  Customer response

  11/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will call and set up yet another service call. If I am still unsatisfied I will open anther case.

  I am also going to ask for copies of the original  install and all the service  calls they have made as I have never gotten any of them.

  
  Sincerely,
  
  ****** *****

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