WHITEWATER WHIRLPOOL BATH

The Whitewater salesman came to my home May 6th, 2015 to see the project criteria and bid the job. However, when the glass shower enclosure was finally installed, October 9th, 2015, it did not have a towel bar, which is a big problem. The installer also left 2 old screws exposed on the cultured marble from the old shower which they told me would be covered by the new enclosure frame. The door squeaks which means it is not aligned properly, and a long trim piece that I was told would be one piece was installed in 2 pieces butted together. I called Whitewater immediately while the installer was still in my home. Apparently, Whitewater made a mistake on my project and did not plan/order the towel bar. I was assured that someone would follow up and take care of it. No one has. It's now going on 3 months. Whitewater has abandoned the project. I have concluded this because I have been calling, stopping by both of their showrooms and emailing Whitewater since October 9th, in an effort to get them to fix the mistake and plan the solution. All I get is the run around. Even the VP, Tyson Williamson, who called me once two months ago and led me to believe he was going to take care of it, has not. He has done nothing and won't return my calls, emails and text messages either. I cannot get Whitewater to fix their mistake(s) and finish the job and install a towel bar. No doubt, it will be costly for them because they will need to replace the glass panels. But, they need to fix it and get on with it. I am very disappointed with their lack of quality and customer service. I do not want to pay Whitewater the final balance owing because the job is not finished. But, Whitewater will not finish the job. I have a bid from another company and would like them to come in and do the work, but Whitewater has not answered my latest email suggesting that. Whitewater keeps "dodging" the issues.... a phrase the Whitewater salesman says about his customers concerns. In November 2015, I filed a complaint against Whitewater with The Better Business Bureau (BBB) to see if they could help me. Whitewater never responded to them, so the BBB closed the case in December and reduced Whitewater's rating to a C+. The BBB told me to contact the Utah Attorney General's Office, which I did. After the BBB case closed, I filed a complaint with the State of Utah, Department of Commerce, Division of Consumer Protection. Hopefully, they can help me. I hired Whitewater in the first place because I thought they were the company that installed the original master bathroom twenty years ago, but an experienced Whitewater installer in their new showroom corrected me and said that it couldn't have been them because the mastic and materials they use won't last that long. I just shook my head. Buyer Beware!

This was the second time I used Whitewater, the first time ~10 yrs ago they were great; however, the second time (~2 yrs ago) was a mess. It took at least 4 tries to get the sinks centered on the counter, and then tried to make us accept off center sinks and damaged "marble" by trying to give us a discount. They told us several different stories as to why they could not do it and why it was taking so long, and why the materials looked different. After approximately 1 year there was a leak (not their fault), but the repairman who came out confirmed that they had used two different products. In general the shower is just held together with caulk that I have to replace every 6 months or it will leak. They pressured us to take inferior products, and acted as if it was our fault as we did not order their top of the line products. Kind of like if you ordered the good stuff you wouldn't have these problems. It was very difficult dealing with the manager, and the many conflicting stories we got from their installers. It took well over 6 weeks to complete the job from their first trip.

I like them, as they use very good products. They know a lot about the field they work in and I really did not have to second guess any of the work, they did for me.

There were parts that were very good and parts that were very poor. They didn't get things right the first time. They had to keep coming back, but the fact that they kept coming back was great and the end product was good.

I WOULD DEFINITELY RECOMMEND THEM IN THE FUTURE. THEY HAD EXCELLENT COMMUNICATION SKILLS AND WERE EASY TO WORK WITH. WHITEWATER WAS EXTREMELY EASY TO WORK WITH AND I WOULD HIRE THEM BACK IN A SECOND. MY BATHROOM LOOKS GREAT!