Bath Fitter NW

This customer signed an agreement with the Kent Location to update their custom tiled showerThis highly customized project was scheduled to be completed in two days (Thurs & Fri)Due to the difficulty of the project and despite adding additional man power, the initial installation ran into a
third day (Sat)Although every project goes through an approval process, there are some factors (such as final measurements) that can change during the installation processBecause of this, the doors that were ordered for this project did not fit correctly on the third day of installationThis further delayed the completion of the shower project Luckily, this was not the only shower in the customer’s homeWe were able to locate the correct door size locally without having to custom order the door, which saved some time on the completion of the projectThe door installation was completed on WednesdayThe installer did notice an issue with the water pressure at this time and made a note on his paperwork of how much time he would need to correct the pressure issue in the futureA plumber and another installer did return to correct the water pressure issue on the following Monday.The customer requested a call from the managerI spoke with the customers and listened as they expressed their frustrationsI apologized for the delays in the completion of the project and thanked them for feedback that I could use for our improvementThe customers thought that a refund of $1,would be appropriate for their inconvenienceI then explained our Terms and Conditions agreement that they had signed that states “If the installation takes more than one day, we cannot be held responsible for any reimbursement, discount, or any type of compensation to you for claims of inconvenience or any other harm”I did offer to buy the customers dinner via a $visa gift card and the offer was declinedI do apologize for any inconvenience and additional time taken to complete the shower project as we strive to be as efficient as possible and additional visits can be costly to us as a company Due to the custom nature of the work we perform, we have all of our customers sign our Terms and Conditions agreementWe do understand that additional unscheduled visits and unexpected problems create additional unwanted stress on our customersWe make the effort to avoid the additional stress on our customers, however it can happen on occasionI would still like to extend my offer of dinner by sending a visa gift card

Complaint: [redacted]I am rejecting this response because:  The contractual terms and conditions this manager refers to were not explained to us before the installation.  They are on the back of the contract we signed, but we were not shown them before we signed only the front of the contract.  The signature line for the terms and conditions, which is on the back and separate, is blank.  We did not, therefore, accept those terms and conditions.
BathFitters services are expensive--I think $6,055 for a small shower remodel is steep--but part of the value they offer is their one-day service. It is what they specifically advertise that supposedly sets them apart from other remodellers.  They asked for 2 days because our shower has a recessed seat at the back.  But having 2 days turn into 2 weeks dramatically reduces the value of their product.  Furthermore, the lack of communication and honesty on the part of the installer was unconscionable.  He broke a piece of wall material, but said he needed a third day because of our "unusual plumbing."  When the door did not fit, it took 5 days to deliver the proper one, even though it was right in their local warehouse.  Obviously other jobs were more important to them than ours.  Then when the door was installed, the installer tested the plumbing and knew full well it was not working, but failed once again to tell the truth and had us sign off on the job as complete.  We were left to discover the problem after 2 more days waiting for caulk to dry, and had to call them to get someone to come out yet again.  It took another 5 days after the door was installed for them to come out and work for a fifth day to finally make this job right (with a fully qualified plumber and a different installer).  When we tried to negotiate with the manager for a fair discount, he only offered the $100 gift card.   To our minds a 1.6% discount, which is what a $100 gift card would represent, was far from fair and it remains so.  This manager accused me of slander and blackmail when I told him I would be telling everyone I know about our negative experience with BathFitters.  I told him I was not ever going to tell anything but the truth about that experience, and his accusations were ridiculous and insulting.
I have received no apology from this manager for those false accusations, and no offer to even meet halfway when it comes to a reasonable discount.  The $1,000 I am asking for is 16.5% of the cost of the remodel, and I think this is a fair request.  Also, the manager's assertion that the job cost them more because they had to keep coming back out may be correct, but whose fault is that??  Meanwhile, we had to stay home three extra days to let in their workers, had to move everything out of our master bath not once but twice because of their dishonesty, and were without our shower for 2 weeks when we were told to expect 2 days.  A $100 dinner gift card is hardly enough to even begin to make up for that.  Yet another unacceptable insult from this manager.[redacted]