Complaints

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• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company fails to honor a 10 year warranty on its product, a glass coating that is purported to aid in avoiding buildup of minerals on shower glass. After two years of use, the coating appears to not be working anymore. On April 28, 2023, I initiated email contact with EnduroShield to investigate the issue. On May 3, they responded and asked questions about routine maintenance and requested photos of the wet glass. Those questions were responded to on May 4, along with the requested pictures. After not having received a response to multiple requests for updates, I called the company on May 15 and provided additional pictures. On the phone, representative A**** ***** opined that a coating of minerals was deposited on top of the EnduroShield, resulting in the presence of stubborn, visible mineral deposits on the glass. He indicated that his analysis showed, somehow, that the Enduroshield was still present on the glass. On May 15, Dodge stated in an email, "Later this afternoon or early tomorrow morning I'll follow up with a phone call and we can talk next steps to get this issue resolved."
  
  I sent a follow up email on May 17, after I had not received a phone call. On May 22 and May 25, I sent additional follow up emails that have, to date, gone unanswered. It is apparent that the EnduroShield, reportedly present on the glass, is not working; and that EnduroShield refuses to honor the 10 year product warranty that they advertise. The EnduroShield was professionally applied and maintained appropriately as per the guidance on the EnduroShield website.

  

  Business Response

  Date: 06/13/2023

  My name is A***** ***, and I'd like to address the situation regarding A**** ***** and the lack of communication. While Aidan was on vacation from May 25th to May 30th, I understand that his failure to respond to the customers email is unacceptable, and we apologize for the inconvenience caused.
  

  At our company, we value open communication and customer satisfaction. We are proud to be a global leader in Easy Clean protective coatings, with a strong track record of millions of showers treated in the USA and California. Our coatings undergo rigorous testing and validation by prestigious agencies such as TUV Rhineland and Intertek. Additionally, our product has been featured in reputable publications like Time Magazine, Oprah, Popular Mechanics, and most recently, Good Housekeeping, which tested and recommended our coating in their shower cleaning guide.

  We would like to emphasize that while our coating provides exceptional protection and facilitates easier cleaning, regular maintenance is still necessary. Showers can be challenging environments, with water, cleaners, hard water, and water softener salts that can affect glass surfaces. Our coating helps protect the glass and makes cleaning easier compared to untreated glass. However, it is important to follow our care instructions, which include a basic weekly wipe down with a soft soap and microfiber cloth.

  Regarding the picture you provided, it is clear that the glass has not been properly cleaned and maintained. The heavy mineral build-up and white lines are the result of prolonged neglect and the accumulation of minerals and salts from water, including those from water softeners. It's important to note that squeegeeing alone, especially if done inconsistently, cannot remove such deposits. We have encountered cases where customers may misrepresent their cleaning routine, leading to misunderstandings. However, we are always here to assist and educate customers on the proper care and maintenance of our coated glass.

  The customer confirmed in an email on the 4th of May they "Most every time we shower (squeegee the glass) which is essentially not cleaning and why you can clearly see such a noticeable mineral and salt build up on the glass.

  Squeegeeing needs to be done every time, something they claim in this email to you and did also in past to EnduroShield they did after everyshower. Which unfortunately is impossible, if you think about a window washer using a squeegee there is nothing left to dry on the surface. This glass would be spotless.

  Squeegees don't clean, they only remove surface water. So to get a build up like there is visible in this picture I am sure you can understand it takes a significant amount of time to accumulate. 

  Each door comes with a registration code which is required to be registered so they can understand the coatings benefits and how to clean it.  Our care instructions are simple. AND AGREED AS PART OF THE REGISTRATION 

  A basic wipe down once a week with soft soap and a microfibre cloth. If this is done nothing else will be needed for over 10 years to a clear door. In fact its nearly 20 years.
  

  It also mentions if cleaning has not been done for some time to use White Vinegar to remove any light mineral build up.

  On the 4th of May The customer confirms multiple times in emails that none of this ever occurred and they "occasionally cleaned" "since the water stains got noticeable we tried a number of solutions.." all the solutions are ongoing cleaning suggestions on our website not how to remove significant mineral build up from prolonged lack of care.

  On the call and in previous emails Aidan gave the customer the solution to solve their build up. Even if customers have not cleaned their glass for years it may not look good but the customer with work can remove the build up and underneath the glass will be clear and protected. That is the unique value of EnduroShield, and what needs to happen in this case.

  It is very unfortunate as with 15 minutes work the customer would have been able to remove the build up, this is impossible with untreated glass and his door would have been stained already permanently from lack of care. Also less expensive, less durable coating would have failed due to this lack of care and the door would also have been permanently stained. 

  Like a non stick pan, its fair easier than cast iron clean, but if you don't clean the pan time after time and its gets progressively dirty, its not the pan manufacturers fault.  To say we don't support our product because a customer confirms they don't clean their glass is not something any company should have to face.

  We apologize for any confusion or frustration caused by this situation. If you would like to discuss the matter further or require assistance, please feel free to call our office at 805-617-4609 and ask for either myself or Alex Clark.

  We are committed to resolving this issue and although this is in no way an EnduroShield failure we can provide a polish kit to remove the build-up and coating, along with additional coating for reapplication.

  
  Sincerely,
  A***** ***