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Business Profile

Plumbing Supplies

Gateway Winnelson Co

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:05/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I was in MI visiting a friend, my wife told me they are installing a walk in shower and she said there was a small problem but they could fix it. When I got home that day they were installing the shower. The next day, they put in the walls and I noticed a big gap. I asked what are they going to do about the big gap. I told them that I am not going to pay for a smaller shower. I reordered from another company. I called them the next morning and told them that they ordered me the wrong shower, the base. I asked him, *******, to send me the measurements and told them they ordered the wrong base. The owner, ****, was listening and cut in and said we will give you 10% off for a new bas and the walls. I told him I would speak with my lawyer and he hung up. My attorney told me to go to small claims and told me to go to BBB.
    I went through another company - the base and the three walls. The company that installed it did it for free.
    I would like to be compensated for the wall and the base.

    Business Response

    Date: 05/15/2023

    Gateway Winnelson has received the ******’s complaint.
    This is what happened from our perspective:

    Ed and his wife visited the Gateway Winnelson’s Showroom.
    They worked with the showroom attendant to create their custom Onyx Shower kit.
    Multiple spec sheets and quotes (dimensions included) were
    sent to the ******s showing a 48x32 shower base.

    The ******s confirmed the base dimensions (in writing) to order the 48x32 base.

    -the shower kit comes in and is delivered to the ******s home)-


    (the following is my recollection of what happened in
    ******s home from both Mr. ****** and ******* ************):
    ******* ************ went to install the shower kit (** ****** was out of town).
    They noticed that the kit is 2” smaller than the previous shower base. Kinsmen
    brings this information to Mrs. ******. ******* tells her the dimensions are
    off, and that they have a way they can install the material and make it look
    nice.
    Mrs. ****** gave ******* ************ the go ahead to install the base even
    though it is smaller than her original base.


    ******** ************ installs the Onyx Shower kit*
    (once shower kits are installed, they cannot be re-turned do to the fact that
    dismantling them ruins the material.)
    ** ****** returns from out of town to see that the base in
    not the dimensions that he wanted.

    He stated to us that “his wife (the co-homeowner) knows nothing about
    construction and that she should not have given the go ahead to install the
    material”

    ** ****** calls Gateway Winnelson demanding a refund. Gateway States that he
    signed off on the dimensions that he received, and that since his wife told the
    contractor to install the product (knowing that the shower kit was smaller than
    they originally expected), that Gateway could not refund the product. Gateway
    offered a discount on the purchase of a new shower kit and confirmed with
    ******* that they would install the new kit free of charge to the ******’s.

    ** ****** stated “You will hear from my lawyer” and hangs up the phone.

    This concludes the interaction with the ******’s.

Gateway Winnelson Co is NOT a BBB Accredited Business.

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