Very sorry to hear that the job turned out this way, and it is unfortunate that this was not brought to my attention before it escalated so far. The sales rep that you were working with is no longer with our company. Please note, any service issues NEED to be directed to our office (not to the sales reps) to ensure the issues are dealt with appropriately.
Our company has installed over 30,000 shower enclosures in the GTA over the past 18 years.
We use only the best hardware, fasteners and installers available in the marketplace to ensure the highest quality results. This means industry standard (CR Laurence) or superior products -- no substitutes.
Sometimes we encounter installations where the quality of the tile work, or insufficient blocking provides challenges and complications for installation.
Although we do not take responsibility for the work of others in relation to jobsites that were not prepared appropriately, we do try to accommodate remediation as fairly as possible. In this case, our policy would have been to re-hang the door at no cost with longer fasteners once the tile work had been fixed (and properly adhered), and sufficient blocking installed to support the weight of the door.
We take the quality of our work, and our customer satisfaction very seriously and I expect our employees to share this vision. This is one of the main reasons that the sales representative that you had been dealing with is no longer with our company.
Although we still do not accept responsibility for the complication, we do always try to produce a resolution where both parties are happy. A breakdown in communication prevented us from finding a reasonable solution and for that I do apologize on behalf of my company and the former employee with whom you dealt.