Swan Corporation

Early January of The Swan Corporation Customer Service received an inquiry from the customer about her bath tub and the issues she was experiencingBecause the issue was unclear the customer service agent requested picturesThe pictures were received January 27, From the pictures it was determined that there was a mold issue on the customer's tubBecause Swanstone and Veritek are solid surfaces they are non-porousIt is not possible for mold to grow under the surface of the bath tubThe customer was given the care and cleaning information on her product and several products were suggested to help clean and kill moldThe customer service agent also requested a copy of the customer's original receipt in order to send out a replacement bathtub as a courtesy even thought mold issues are a caused condition and not technically covered under warrantyLater the same day, the customer sent an email requesting a copy of our warrantyThe customer service supervisor sent back an email with the warranty information and a copy of the plumbing code tests that Swanstone and Veritek are subjected toHe reiterated that because of the nature of Swanstone and Veritek mold was not possible to grow under the surface of the productsHe also included that any damp environment would allow mold to grow on any surface if not addressed with cleaners and adequate ventilationWith the warranty information a copy of the installation instructions for customers direct to stud installation wall unit were includedThe installation instructions were used to note that the wall unit could be successfully removed with minor drywall removal for the replacement tub to be installed which would then allow the direct to stud wall unit to be reinstalled The Swan Product Warranty states that "If a Swan product covered by with warranty is found to be defective in materials or workmanship, after inspection by an authorized Swan Corporation representativeexchange the product for a similar model"The pictures that the customer sent were inspected by the customer service associate and supervisorFrom this inspection it was determined to be a mold issue but The Swan Corporation would send a replacement tub as a courtesyThe customer never sent in a copy of her original receipt as requested for the replacement to be sentThe Swan Corporation did not hear from the customer again until early October when she sent the copy of her letter she also sent to the Revdex.comA copy of the original receipt was included with that letter but a replacement was no longer desired

Hi: I just read the letter from the companyI assume what I can see is all there isI read it to my husband and he saw how mad I wasWhy would I send pictures and not proof I bought it? If they had offered anything I would have taken it at the time instead of bathing in a disgusting tub for two years! I am amazed that they take so long to reply and then it is not even trueI asked for someone to come to my house as it says they will if there are issuesI even talked to a bath specialist who says they know the company representative and they have come out if there are issues with their clients, I told her they didn't with me so I will not purchase another product from themI also sent them their information months before you so they could have contacted me if they chose to via email/letter/phone and they didn't even try
If this is closed then my faith in Revdex.com is the same as this companyI had a few people tell me to do this and I kept asking what can they do, get a letter from the company that makes me sound like I didn't do as they askYou saw my packet does it look like I am that kind of person to leave information outI didn't contact them in the year and half as it was why bother they weren't willing to do anything beforeI would love to see the email/letter that states they would send me a new tub! Also it was attached to the studs but the surround that I bought also their product required drywall all around so all that had to be removed and the tub slid out which meant even more dry wall to slide outYou saw the pictures showing how much
I am mad but the way this world is going the average person just gets it all the time so as my brother says,"It is what it is!" Thank you for your time, *** *

Early January of 2014 The Swan Corporation Customer Service received an inquiry from the customer about her bath tub and the issues she was experiencing. Because the issue was unclear the customer service agent requested pictures. The pictures were received January 27, 2014. From the pictures it...

was determined that there was a mold issue on the customer's tub. Because Swanstone and Veritek are solid surfaces they are non-porous. It is not possible for mold to grow under the surface of the bath tub. The customer was given the care and cleaning information on her product and several products were suggested to help clean and kill mold. The customer service agent also requested a copy of the customer's original receipt in order to send out a replacement bathtub as a courtesy even thought mold issues are a caused condition and not technically covered under warranty. Later the same day, the customer sent an email requesting a copy of our warranty. The customer service supervisor sent back an email with the warranty information and a copy of the plumbing code tests that Swanstone and Veritek are subjected to. He reiterated that because of the nature of Swanstone and Veritek mold was not possible to grow under the surface of the products. He also included that any damp environment would allow mold to grow on any surface if not addressed with cleaners and adequate ventilation. With the warranty information a copy of the installation instructions for customers direct to stud installation wall unit were included. The installation instructions were used to note that the wall unit could be successfully removed with minor drywall removal for the replacement tub to be installed which would then allow the direct to stud wall unit to be reinstalled.
The Swan Product Warranty states that "If a Swan product covered by with warranty is found to be defective in materials or workmanship, after inspection by an authorized Swan Corporation representative... exchange the product for a similar model". The pictures that the customer sent were inspected by the customer service associate and supervisor. From this inspection it was determined to be a mold issue but The Swan Corporation would send a replacement tub as a courtesy. The customer never sent in a copy of her original receipt as requested for the replacement to be sent. The Swan Corporation did not hear from the customer again until early October 2015 when she sent the copy of her letter she also sent to the Revdex.com. A copy of the original receipt was included with that letter but a replacement was no longer desired.