Bathfitter review: Acrylic tub replacement - lifetime warranty

I am a bathfitter client since November 29th, 2016.

On or around June 14th, 2022, I called BathFitter and was connected to the voicemail of Ms. Tatiana for Warranty Service, I left a detail voice message, however, no follow up call was received in reply to my before mentioned message, therefore, I made another phone call and again left a message for Ms. Tatiana on or about June 16th, 2022, similarly as before, no follow up reply call was received from Bathfitter Warranty Services.

On or around June 20th, 2022, I again called Bathfitter and selected the option for sales/new business, after speaking briefly with “a courteous “receptionist whom I advised of my several unsuccessful attempts to reach Tatiana at Warranty service; the receptionist took note of my message for Tatiana in addition to transferring me to Ms. Tatiana’s voicemail. Sometime hereafter of June 22nd, 2022, I was able to make connection with Ms. Tatiana. A technician was dispatched to my residence on June 22nd, 2022.

After the technician’s review, it was agreed on that the entire acrylic tub needs to be replaced. After waiting until June 24th, 2022, again without a follow up call back from Warranty Service in reference to the arrangements and specifics of the tub replacement. I made another telephone call to Bathfitter Warranty service, in the afternoon of the before mentioned date; Ms. Tatiana informed me that the replacement materials need to be imported from Canada and can takes approximately 2 weeks. I advised Ms. Tatiana of my disappointment and shock that it takes approximately 2 weeks for the material importation from Canada, however, since I have no other recourse other way to wait, I have been awaiting the tub’s acrylic replacement ever since.

On Thursday, July 7th, 2022; I placed a follow up call to Bathfitter Warranty Service. I will concede that I was pleasantly surprised that upon the 2nd or 3rd ring to Warranty Service, Ms. Tatiana answered the phone. I had a very brief conversation with her, stating my displeasure and demanding to know with whom I needed to speak to have this matter resolved forthwith or whether I needed to speak directly with the corporate head office or go public via social media. Unfortunately, Ms. Tatiana was not responsive to the gravity of my concerns, cared about whether I complained or not; neither was Ms. Tatiana, at minimum, sympathetic (even if the sympathy was merely to amuse me.) about the “unacceptable long wait period for an acrylic tub replacement from Canada’ to the USA. In fact, she promptly offered to connect me directly to corporate, if I so desired. In additional, she amended the before communicated wait period from “up to two weeks and stated that “it can take up to approximately 4 weeks or more”. I restated my displeasure while re-confirming that for hygiene purposes (I am disabled and had my master bathroom modified in part to meet that need.) I needed the bathtub replacement fulfilled as soon as possible I then ended the call.