I am going to write two versions of this review, abridged and unabridged-- I personally prefer a short review when looking for work, but this situation was so horrible, start to finish, I feel it is irresponsible to not share the relevant details, in hopes of saving somebody else a large amount of time, money, an frustration.
long: I sat with a salesman from PIC at the beginning of Oct., to have my existing shower surround (~approx 7 years old) replaced. After the meeting we agreed on a price, $9,700, with us doing the demo, and without a shower door (we found a more attractive one online) and said we had one more meeting with another company and would let him know by EOD. He then offered to purchase the shower door we were planning on, if we agreed then and there. He "checked" with his superior to ensure the $975 door was doable, said yes, and so did we, and he watched us purchase the door immediately, and collected the $1,000 deposit. Here is where the issues began, and never ended.
- Initial call from office comes to begin 3 payment plan, we ask for an updated sales ticket, minus the $975, and she said she wasn't sure and would call back, but the first payment needed to be made to 1. Ensure our "custom" pieces would be done on time, and 2. to lock in our install date of "late November." We paid, and waited 2 weeks for a call back. During this time we received every excuse why we couldn't be called back with an updated total: "Elaine has the flu," "The office is short staffed," for two weeks. Week 3, $2500 in, we finally receive the call for the updated total, to be told the shower door couldn't be reimbursed, with zero explanation. I of course was annoyed it took so long, just to be told we were lied to, so I requested a call from the owner, Lincoln. Of course it never came, and I was told 5 days in a row he was in a meeting and would call me back. He never did.
After the initial lie, and the insanely poor to non existent customer service, I requested a refund. I no longer had any interest at all in working with them, but was of course told that it "wasn't possible because my custom pieces had gone into production," and would be charged 33% regardless.
- Here is where the real insanity started, the way in which this office spoke to me, was like we were in divorce court. It was an insane thing to endure from a company you hired for a luxury item. So after being told I wasn't receiving the credit for the door, and that I was literally STUCK working with them because despite their many errors this fee was unwaivable, we continued.
Then all the predictable issues came-- moved installation back twice (our custom pieces were stuck on a truck, ha), continued no call backs etc.
- Installation day: 3.5 months after initial sale, man shows up, alone, and lets us know the custom base doesn't fit with our shower doors, and can't be done today. I start asking questions -- if you had the door dimensions, and the dimensions of the base it came with why is this happening? Why did the sales person assure us the opposite was true-- custom would be the best fit because you made it just for our space and our doors. He comes back in from the phone outside and says, "actually it will work," and gets back to work. Confused, I sigh and say okay, and he gets back to work. 20 minutes later he says that the drain doesn't line up, and he doesn't have a tool to cut concrete, tells me to call the office, and is packed up and gone in their unmarked van within 5 minutes, my "custom" shower parts included. To wrap this story up, many phone calls, and 48 hours later, they sent 2 men (impossible they thought the original 1 could do it), got it done, and it looks fine, zero custom pieces. Nobody once apologized for moving the install multiple times (both times on a Friday night before a Monday am install), and nobody ever explained why the original person brought completely different parts than the second duo that installed, or how one person who was extremely green, could have been expected to do what it took two senior people to do, literally all day.
Short: They lie, blatantly a lot. Although nothing could've justified the process, even up until the very end, it was terrible, and a horrifying time suck. At least I have my average, non custom shower to show for it. read more
