Complaints for SiDEX Windows, Siding and Baths in New Berlin, WI

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

10/16/2023

We signed up to have our 100 year old bath tub replaced by a shower. It was done on time. The first time I went to take a shower 2 days later as instructed It was so slippery we could not stand up. I called them was told well not all of them are slip resistant. but I can see what we can do week later a person came out and put some thing on the floor and seat . made it less slippery but not completely safe. The seat area is still very slippery and we have to hold the rail to keep from falling , I have called and told that we could get slip resistant matts and a pillow for the seat of which it is tilted to far forward and they said it was for drainage .but there is a drain hole in the back we also were told that it would have a soap dish area big enough for 32 oz bottles we can get an 8 oz bottle in there . the shower head is on a hose that can be used for rinsing but if I were to use the hose off the holder and on the seat it did not reach . And the grab bar was to be @ a small tilt it is almost up and down I have talked to the owner several times who sent the person out to paint a slip resistant in the shower still slippery and put a longer hose in our mail box his answer to it being slippery is that many of the shower products are slippery . When we signed up for this sales person said it would not be slippery When I tell him this i feel like I have done the wrong. Please help us. Resolution Sought Make the floor less slippery, reposition the seat so we can use it , give us the soap shelf that holds the larger bottles that we were told would be there , reposition the grab bar so we can safely us it with out making more holes in our shower.

Company Response

11/8/2023

2/15/23- Mr. and Mrs. Norgord chose the accessories, hardware, colors, and patterns to complete their custom ordered shower. Additionally, Mrs. Norgord was given a physical sample of the shower pan that would go in her home and put water on it to verify that it's not slippery. At which point Mr. and Mrs. Norgord signed an agreement with Sidex to have their shower installed. Mrs. Norgord expressed her concern with having larger shower bottles and we reassured her that they would fit on the top shelf of the shower caddy she picked out. 3/23/23- Three weeks ahead of their original estimated installation date Sidex accommodated Mrs. Norgord's wishes to get the project completed as soon as possible asking other customers to wait. The day of the install Mrs. Norgord was not present and Mr. Norgord picked out the location of all of the accessories within the custom shower. Upon completion of the project Mr. Norgord filled out a 15-question survey (where we got a perfect score) and then signed off on the project. 4/3/23- Mrs. Norgord called Sidex and expressed that she felt her shower was slippery. The very same day Sidex placed an order with the manufacturer of the shower (at our cost) for an additional non-slip application to be applied wherever Mrs. Norgord felt necessary. 4/15/23-Sidex sent our service tech out to apply the non-slip application and again Mrs. Norgord was not present. Mr. Norgord signed off on the application and handed us a letter from Mrs. Norgord. The letter indicated she was not happy with shower caddy because she can't reach the top shelf (Mr. Norgord chose the location). Additionally, she was un happy with the location of the grab bar (Mr. Norgord chose the location). Nowhere in the letter (which we are still in possession of) does Mrs. Norgord mention her shower seat. 5/11/23- Mrs. Norgord called Sidex and expressed her displeasure on the location of the accessories that her husband picked out. As a gesture of goodwill, I (the owner of Sidex) let her know I'd drive out personally the very next day to see her shower. 5/12/23- Sidex purchased an additional extra-long hand-held shower hose to supply to the customer. No one answered the door so the additional accessory was left in their mailbox. It was later revealed Mr. Norgord was home and watched us deliver the additional part. 9/1/23- Mrs. Norgord called Sidex claming her seat was not installed properly and pitched in the wrong direction. We asked her to email pictures of the seat with a level on it to show us the pitch. 9/9/23- Sidex received the pictures and forwarded them onto the manufacturer. 9/11/23- Sidex forwarded and email from the manufacturer's top installation instructor who didn't see a problem with the installation. We sent Mrs. Norgord additional third party literature on the proper installation of shower seats to make her feel more at ease. 9/13/23- Mrs. Norgord emailed Sidex unhappy with the response from the manufacturer. I picked up the phone to discuss this matter again with Mrs. Norgord and she demanded Sidex fix the seat but was unable to articulate what specifically is wrong with the seat to fix. She then requested that we tear out her shower and re-do the installation not because anything was broken or wrong, but because she didn't like the location of her accessories. She demanded this be done all at the cost of Sidex or she would go to the BBB and complain. At Sidex we take all of our customer's concerns seriously. It's an understatement to say that Sidex has gone above and beyond for Mrs. Norgord. This situation with Mrs. Norgord illustrates the time, effort, and cost that Sidex is willing to invest to make our customers satisfied. As far as Mrs. Norgord's feelings that we took advantage of her we at Sidex are dumbfounded and have no idea what possible advantage we've attained. Mrs. Norgord herself stated to us several times that she feels the shower is beautiful and we were actually the lowest quote that she received. As has been the case for over 30 years we're happy to fix any problem we're responsible for.

Customer Rebuttal

12/14/2023

Yes, the slip resistant was applied is still slippery. the shower caddy was supposed to hold 32 oz bottles i can get a bar of soap and a small shampoo in the reason I said it was to high is I cannot put my soap up there it is too high Bob uses it when mr sidex told me to use to top I told him it was too high this was not the shower caddy we were shown and yes I said in the front corner of the shower when the installer called me at work, He also asked about the grab rail I said straight across he said why not at a slight slant I said very slight slant. I think Mr sidex has misunderstood some things and I am still showering in my basement because it is safer.Yes, I received the article from the manufacture. I did not purchase a new shower to have plastic pillows in my shower and We were told this would be slip resistant that should be the seat also. Mr sidex has not even looked at our issues. The new shower was supposed to be less work as we are aging. I was not told that we would have to have pillows and strips on my floor and a seat on the floor, etc. Yes, the shower is beautiful, but if we can't use it. We are looking for someone to fix our problem and will send mr sidex the bill

Company Final Response

Complaints and Resolutions

SiDEX Windows, Siding and Baths complaints