John M Fjk

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 Verified Reviewer | map-marker Lakewood, New York
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Maax Tub - Defective Tub and Poor Support

1.5
Home Outlet - Maax Tub - Defective Tub and Poor Support
Home Outlet - Maax Tub - Defective Tub and Poor Support
Home Outlet - Maax Tub - Defective Tub and Poor Support
I bought a brand new Maax tub and surround from Home Outlet in Lakewood NY. I actually purchased directly from the manager on or about March 25. After installing the tub it was discovered that the Factory drilled over flow was significantly out of alignment with the drain. This creates two key problems. #1. Standard PVC plumbing will not properly connect the drain to overflow - to trap. #2. The appearance created by misalignment with final fixtures in the tub itself. When I contacted Home Outlet they ask me to do all the leg work and prove there actually was a problem... which I did do. I sent the pictures they requested and well as clear and concise details. Key point: I also sent the exact same details direct to Maax so nothing would get "lost in translation:" Sure enough Maax gets back to me (by email) and provides this ludicrous explanation that the tub was purposefully designed to be out-of-alignment ?!? They event sent drawings to show me this purposeful misalignment ! For real ?!? When I challenged this nonsense a different Maax representative responded that... well that person had been "mistaken" and clearly the tub had a problem (again all in emails). Maax acknowledged that the tub required either repair or return. Bear in mind that the tub was and is already installed. It's not like returning a toaster. Where have Home Outlet been during all of this ??? Passing the buck. They have never once called me. Ever. Very hands off except sending email messages and asking me to do their work for them. ALSO, Menards sells this exact same tub for $542.90 after mail-in rebate. I was charged $820 plus tax AND they sold me an overflow and drain kit (which would not work on this defective tub) for $52. The same kit could be purchased on Amazon for less than $20. Home Outlet is an order-taking pass through company that in non-competitive, over charges and when a problem is discovered is very hands-off. They pass it on to others to resolve problems with the products they sell. I would NEVER buy from Home Outlet or Maax again.
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Loss:
$150
Pros:
  • Sales
Cons:
  • Pricing
  • Support
  • Communication

Preferred solution: The warranty and service they promised. A price correction is also in order.

User's recommendation: Be extremely cautious buying from Home Outlet and Maax. DO NOT expect meaningful support if or when you have a problem with your purchase.

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