Facelifters Cabinet Products, U.S. Remodlers 4 months after purchasing and having installed a luxury tub with microban which "inhibits the growth of bacteria which causes stains" we started getting stains. Service was called numerous times and eventually they said "its a bad batch of silicone, others have the same problem". Took 5months to get tub serviced, still have stains periodically and now George Han is saying its our fault. Woburn Massachusetts

On 5/13/05 we had US Remodelers install our luxury bathtub which has Microban protection which "which inhibits the growth of bacteria that causes stains." "This protection won't wash off or wear away -it stands the test of time."(exact quote from brochure). On the front of our envelope with the brochure it states "satisfaction guaranteed!" Well we are far from satisfied.

In Sept. 05, 4 months after the tub was installed we started noticing little black spots in the caulking where the tub and walls meet. Contacted the service department October 2005 and proceeded to make numerous calls before finally having a tech came out on 1/06 to rechalk.
Sept 1, 2006 again called service dept. due to "black spots" again in only certain areas of the caulking this time it only took 30days for a tech to come out and service the tub.
August 2007 again "black spots". Called service dept. and talked with Rob who stated the issue was related to a bad batch of caulking and others were experincing the same issue. Rob made an appt. with the tech to service the tub on 9/19/07 but tech was a no show. Called Rob 9/20/07 @9am and explained that tech never showed, Rob stated he would look into it and call back in 45mins but never did. Spoke with George Han who apoligized for the issue and promised me the bad batch of chalking would be replaced. Finally on 10/13/07 Dan came out and serviced the tub.
July 28,08 again "black spots" called service department who stated we had to pay for service call. Spoke with dept. manager explaining that we purchased a product and have "Yet" to get 1 Year before "black spots appear". Stated we could have kept our $3,500 and just rechalked our old tub like we'd been doing for 20 years if we had known that we would be dealing with such an inferior product. Sept. 19, 2009 Maury came out and serviced the tub for no charge and left a tub of chalking with my husband, saying to use this when the spots come back.
June 27, 2009 called service about reappearing "black spots" no return call.
July 18, 2009 called customer service and Mary Brady explaining issue with no return phone call.
July 22, 2009 called Customer Care 888-62-depot with no return call
July 30 called George Han and left message with secretary with return call on
July 31->George Han said person who said it was an bad batch on chalking was wrong. Smoke and not using the right product can cause "black spots" when I explained that we don't smoke and I use only 409 on the tub even though I don't like 409. George pretty much said it was our fault.

If there was an underlying issue with the previous walls we paid extra to make sure whatever repairs needed to be made would be made. Feel that was have been sold a defective product since originally we were told "it's a bad batch of silicone". Now its our fault. If we didn't follow the cleaning directions we would be experiencing issues throughout the tub not in the same areas over and over again. The back wall of the tub where all water collects after a shower has NEVER had "black spots". Want either my tub serviced as needed or they can come in and take there tub out and we'll go pick one up at Loew's and chalk it as needed! Sick of wasting my time, hanging around for service people to call back! Very poor, no actually NO CUSTOMER SERVICE unless you nag them to death!!

Diane
Pepperell, Massachusetts
U.S.A.