ComplaintsforTop Tier Kitchens & Baths

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Top Tier Kitchen and Bath finally responded to fix a warranty issue after about 3 years. They came back out to replace a wall panel, and replace a floor tile that they broke the last time they were working on my bathroom. The repairman was here for several hours, and there were several loud banging sounds from told being dropped in our tub. I stepped to check to see if there was damage while the repairman was outside. I did not see anything at the time. A week later. We scrubbed our acrylic tub with the approved cleaner and a microfiber towel. Then... we found the damage done because the white caulking that covered the damage, was removed. After confronting the owner with the damages. He refused to believe/acknowledge that the repairman would/could have had any tools that may have caused any damage to the tub. According to ***, the wall panels that are"glued" to the wall, so not require any tools to remove, or reinstall. The contractor glue that holds the wall panels, doesn't require any tools to remove from the plywood. This can all be done without the assistance with a tool. When asked about a possible warranty claim. We were told that he would not be filing any warranty claim unless e can prove that his repairman caused the damage. As recording in bathrooms is illegal..... This is something that is not "PROVEABLE" per the owners requirements. There was 2 years time that passed between the initial warranty claim, and the actual repair. I don't believe that I should have to pay for warranty repair, repair, or suffer damage from a repairman attempting to resolve warranty work and causing damage that was not there before. By refusing to at least file a warranty claim, they have breached the terms of their own contract.

  

  Business response

  05/28/2022

  The original warranty issue regarding the defect in your bathtub was completed immediately after it was discovered which as you know, involved removing the entire wall system, defective bathtub and replacing both the bathtub and wall system with new products to bring it back to better than new condition. After the project was completed there was in fact one area where the wall panels met whose workmanship wasn't acceptable to either you or the company. We agreed to replace the wall panel and repair the damaged tile and we were glad to do it. However, your claim that our installer damaged your tub and then used silicone to hide the damage goes beyond belief for several reasons. All of the employees in our company know that they're allowed to be human and no matter how grievous an error they make during the course of business, they can expect forgiveness when bringing it to their managers. If our installer had indeed damaged your tub he would have freely brought it to our attention so that the company could do the right thing and repair the damage. After the complaint regarding this damage was brought to our attention, we questioned the installer about how he protected your property and the methods he used to handle the repair. Everything he did was in line with company procedures and guaranteed a successful installation. When we reviewed the pictures that you sent us of the damage that you claim was caused by the installer it was immediately apparent that there is no possible way silicone could have been used to hide the damage to your bathtub. I think the more likely scenario is that someone in your home caused the damage and now is trying to submit a warranty claim to avoid incurring any charges. As our warranty states " this warranty is invalid and void if the product is chipped, scratched, marred or otherwise damaged either deliberately or unintentionally." It's my recommendation that you ask the people in your home who is actually responsible for damaging your bathtub and proceed from there.

  Customer response

  06/03/2022

  Complaint: ********
  
  I am rejecting this response because: We have not ever taken tools into our shower, the repairman is the only person that has worked on our bathroom, this needs to be covered under workmanship and product warranties.
  
  
  
  Sincerely,
  
  *********** *******

  

  Business response

  06/08/2022

  Damage caused by customers is not and has never been a warrantable issue.

  Customer response

  06/10/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  We did not cause this damage. We notified Top Tier immediately as soon as the tub chipped. Asking if they possibly dropped something in the tub when they are completing the previous warranty work just a few days prior. They stated "No" so we asked for it to yet again be filed under the warranty as chipping, bubbling, etc. due to a defectis covered under the contract we signed. Trust me! We would not purposely damage the tub in order to file another claim and go through this all over again. We have followed the rules and cleaned only with kaboom,we don't have anything in the shower to cause damage and even sent a certified letter within 10 days of the defect appearing requesting it be filed under the warranty provided. The tub hasn't even been inspected and it's extremely difficult to show the issue through photos.
  
  
  
  Sincerely,
  
  
  *********** *******

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We contacted the Jacuzzi site after seeing a television commercial. We were referred/contacted by Top Tier Kitchen and Bath. We were scheduled an appointment with the sales representative to see about having a walk in shower in stalled. Top Tier identified, which is misleading and inaccurate, that they can file the paperwork with the Veterans Administration to obtain a federal grant for a home modification, for a disabled veteran, and is not in compliance with the Veterans Administrations' current procedure. The commercial also identified that there would be a discount on installation and an upgrade. During the appointment, the sales representative said the installation that the installer should only take one day to remove the existing tub and install the walk in shower and the contract shows 16 hours labor. We feel that Top Tier is misrepresenting themselves as being able to file for the grant and needs to be informed the of the correct procedure with the VA offices in the area they cover. The correct procedure is for the veteran to have the clinic they are seen in put in a referral to Occupational Therapy for a consultation to determine eligibility and then the filing for the grant. It is good that Top Tier does the paperwork but it needs to be filed in accordance the local VA procedures.

  

  Business response

  05/16/2022

  Mr. *****, we mailed the VA Paperwork Packet to you as we do to every Veteran that we try to help apply to and get approved for the HISA grant in order to make the changes to your bathroom that you are in need of. During the course of business, we have had great success helping veterans get funded for this Grant from the VA in all other areas served by VA Hospitals except in the area you live in. The process they are using is different than all the processes used in the other VA Hospitals in this region. I would like to speak with you about this situation at the first opportunity that you have available in order to make sure that we move forward correctly. Please call our office at your first convenience at ###-###-#### so that we can speak about this matter. 

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