Shower standoff leaves customer unhappy

Shower standoff leaves customer unhappy

COMPLAINT: Bill McDade, Canton

"We hired Atlanta Grout & Tile Care Inc. of Woodstock [Ga.] to install a frameless glass-enclosed shower. The job was supposed to take two days, but it took over a week. They cut the marble slab incorrectly and apologized by giving me a dinner card.

"One panel of the glass-enclosed shower was cut incorrectly and had to be cut again. It was supposed to be watertight, but there is a 1/8-inch variance on both sides, so they had to caulk.

"To get the door to close properly they had to remove the door and make new holes. Now on the tile there are extra holes. There is caulk in the holes in the middle of the tile. I have 8 holes where there should have been 4 in the tile. 2 of which are visible. The door is still not correct.

"For the warranty, they handed me two bottles of soap and said if I buy soap from them, the shower would never be dirty. The door was hung improperly, and the company has never responded to this. I will have to retile the entire shower enclosure and it will cost $6,000."

DESIRED RESOLUTION: A refund of $600.

COMPANY RESPONSE: Michael Dault, vice president

"We do not understand why the member is so unhappy. He was given over $200 in discounts, gift cards and cleaners. When the technician presented the invoice, the member said he was not satisfied and that the job took too long. We went above and beyond to please him.

"We will continue to give our customers the utmost customer service. Our reception precedes us with other reviews and three Angie's List Super Service awards."

STATUS: Stalemate

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The contractor made mistakes and tried to cheap out. But the client dinner and soap? Should have reordered glass and make it right.

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