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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a new toilet, it was installed 7/12/23. It is horrible. Very cheap plastic seat and very small width. I am 87yrs old with several health problems and besides the poor quality of the toilet it is very uncomfortable to use. I have called every day since to get them to replace. They say they will pass the message to the owner, and that is the end of it. They do nothing to acknowledge my complaint. Please help . My age and health problems make this a very difficult situation for me.
Business response
07/18/2023
The customer requested a comfort height round front toilet. We supplied and installed a Toto Entrada comfort height round front toilet. I believe the customer is upset with the toilet seat that came with the toilet. We can replace the toilet seat at no charge.Customer response
07/19/2023
Complaint: 20336121
I am rejecting this response because: Yes that true, part of my complaint is the cheap toilet seat. But also it is a small sized toilet in the width across side to side.
Sincerely,
*******************************Business response
07/20/2023
Again, the customer requested a round front comfort height toilet. There are very few manufacturers that make these and we installed one of the best toilets on the market in Toto. We are willing to replace the toilet seat to make it more comfortable, but cannot take the toilet back because it is now used and can't be returned. If you would like us to bring some different choices of round seats to your house to replace the existing, we are willing to do this free of charge. Please call the office to schedule.Customer response
07/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.