The Shugarman folks were great from start to finish. Installers were very capable and courteous. It was a challenging install in my older home and the installers handled it all. The only problem after installation is that I have hard water and the pan drains unevenly, resulting in mineral build up around the drain. I used only the recommended cleaning methods - Invisishield, 409, vinegar and water, microfiber towels - but could not remove the buildup. Tech came out and scrubbed the area with a p... Read more
Jan,
Thank you for sharing your experience with us. We truly appreciate your kind words about our team’s professionalism and the quality of the installation. It’s always our goal to provide excellent service from start to finish, and we’re glad to hear that our crew met your expectations.
We take all feedback on our lifetime warranty very seriously. We attempted to call you to discuss further, but we were unable to reach you.
We share in your disappointment about the cosmetic defect you are experiencing. It is an uncommon issue that we have battled in the past on the best way to handle. We have worked extensively with our manufacturer, and also speaking with other companies around the country that offer this line of products, as well as our own experience in changing policies in order to determine the best course of action here.
What we found through this work was that those microcracks are the cause of a chemical, abrasive cleaner, or drain cleaner. Our manufacturer has tested this issue and determined that is what they believe to be the only cause. We found that after dealing with this issue here and there for years, as soon as we added this specific issue in our cleaning instructions including photos of the defect, our complaints on it dropped to nearly zero.
Since it’s been a couple months since we have last spoken on this issue, it is worth noting that this is a cosmetic issue that poses no long term risk to your shower space.
One area where we made a mistake, is on the process for sending the shower pan back to the manufacturer. We should not have told you that you would have to be without a shower during this period. We are able to send the pan back to our manufacturer for further inspecting and install a new shower for you without you paying anything upfront or waiting without a shower. If they determine it was one of the issues outlined in our cleaning instructions, that would be when you would pay for the reinstallation of the shower. We recognize this is still not ideal but if you’d like to go through this process, we’d be happy to process it this way instead.
Again, we’d like to thank you for all of the feedback in this review, both positive and negative. We take it to heart. It is clearly a well intentioned and well thought out review that reflects an honest experience.
Sincerely,
Joy Jewell
General Manager
