We had our Bath Fitter insert installed last July. We have been very happy with it. About 2 weeks ago we began to sense a slight mildew smell and within a day or two, we thought we could hear a squishy sound under the insert when we stepped in or around while showering. I reached out to the company, we scheduled an appointment for yesterday and I braced for what I assumed would be a battle that would end in my being blamed and being presented with a costly remedy despite the “lifetime” guarantee. I expected a sales rep to assess the issue and schedule a follow up for a few weeks later. Imagine my surprise when a clearly marked installation/repair van showed up at the beginning of the appointment window. He identified the problem, explained that because the silicone is so thin, on occasion, it may crack and allow water to breach the insert. He vacuumed the entire reservoir, treated it with some product, stripped off all the silicone caulking and reapplied it in its entirety. He was in and out in about an hour and a half. He was polite and courteous. He apologized for any inconvenience and thanked us for letting them know what had happened…and assured us that they are always a phone call away if we have any issues in the future. I was impressed with the quality when we made the decision to install it last summer. I was contented that it was a fair price to improve our home. Today, I am THRILLED that we chose a company that is reputable and responsive after the sale. I highly recommend them for the bathroom overhaul but I am most impressed with the customer service after the sale. Well done, Bath Fitter!!!
Kelly Roussin
