Want Never-Say-Die Bath Remodel Experts? You’ve Come To The Right Place
Not Even A Comedy Of Supplier Errors Could
Stop Us From Coming Through For Vince
And Linda’s Ocean City, MD Shoreline Home
Communication And Persistence Were The
Key Ingredients In Our Ultimate Success
Everyone hopes for the best when they take on an Ocean City, MD Shoreline bathroom remodel. Of course, that includes you, the homeowner. But it also includes your chosen local remodelers.
You see, remodelers rely on their suppliers to furnish the products they need. If those products are damaged or don’t arrive on time, customer projects can come to an unexpected standstill.
This was the scenario Mast Contracting worked strenuously to avoid when multiple suppliers fumbled the delivery of Vince and Linda C.’s jetted soaking tub.
Everything that could go wrong did.
Still, instead of throwing up our hands, we rolled up our sleeves. It took diligence, patience, and a middle-of-the-night trip out of town. But in the end, we achieved our goal.
And by keeping Vince and Linda in the loop at all times, we sidestepped a potential customer service fiasco.
A Jetted Tub For A Full Bathroom Remodel
Vince and Linda live in Bethany Beach, Delaware. Not long ago, they asked us to perform a full bathroom remodel in their home.
The centerpiece of the project was a freestanding shower and jetted soaking tub.
Here at Mast, we take on this kind of job all the time. With our abundant skill and experience, it’s basically a no-brainer.
Typically, that’s also true for our tub supplier.
But this time around, they dropped the ball and couldn’t seem to pick it up again. Thus began a comedy of errors almost too mind-boggling to be true.
Tub #1 For The Ocean City, MD Shoreline Project
We ordered the first jetted tub shortly after finalizing the details and Vince and Linda’s project. As always, we left ample time for delivery to the project site.
But when delivery day came, we made the first of many unpleasant discoveries. The tub was broken.
Frankly, this isn’t unheard of.
Jetted tubs are heavy fixtures with intricate components. Every once in a while, they fail to make it through the loading and unloading process unscathed.
So we contacted our supplier and had them overnight a second tub.
Problem solved, right? Unfortunately, no.
Another Bathtub Delivery, Another Failure
As you can probably guess, tub number two was also damaged. We immediately called our supplier, who in turn contacted their factory.
The factory didn’t have the tub in stock, and they needed two weeks to fabricate and deliver a new one.
Given the timeline of Vince and Linda’s project, this was an acceptable delay. As long as the third tub arrived as planned, we would still be on schedule for its installation.
On day 10, we reached out to confirm the delivery.
The news wasn’t good. Not only were they going to miss the original two-week deadline. They needed an additional two weeks to supply the promised tub.
Trying To Preserve The Remodeling Timeline
We knew right away this wasn’t going to fit the schedule for Linda and Vince’s bathroom remodel. So, our owner, Matt, bit the bullet and ordered a tub from a second supplier for overnight delivery.
The cost to Mast? A whopping $980.
So, of course, the trucking company promptly lost the tub in transit. Unbelievable, but true.
They searched for five days before finally tracking it down. But we were still within our timeline for the project.
That is, until…
The New Bathtub Breaks At The Last Possible Moment
The delivery crew dropped the jetted tub on the way out of the truck! Even though the box was mangled, we held out the faintest hope that the tub itself had survived.
But no. Damaged beyond repair.
It was so ridiculous, we didn’t know whether to laugh or cry. Still, the job wasn’t done. So, Matt contacted supplier number three.
Finally, A Win For Our Bath Remodeling Project
This supplier was located in upstate New York. They couldn’t make a timely delivery to the Ocean City Shoreline. However, they could deliver to the nearest big city, Baltimore.
How many tubs did they have in stock? Two. Just to be safe, we bought both of them.
The next morning, Matt woke up at 3:00 AM so he could meet the truck in Baltimore a couple of hours later. He picked up the tubs and drove back.
What did we find when we opened the first box? Yup, broken tub.
The second tub had five broken jets. Still, this problem was fixable. It took a separate delivery for a specialized tool, but we finally had a functional, beautiful unit to install in Vince and Linda’s bathroom.
Honest Customer Communication Saves The Day
What did the couple think of this drawn-out series of supplier pratfalls? All told, Linda and Vince were remarkably understanding.
We’re pretty sure we know why.
Throughout the process, we kept them fully informed about what was happening. No ghosting, no face-saving. Just the truth.
Even though we ended up a few days behind schedule, they never had cause to question our motivation or desire to succeed.
And their new bathroom? It turned out great.
Your Fully Committed Bathroom Remodelers
Want this kind of honesty and dogged determination on your bathroom remodel? Contact Mast Contracting today for your free estimate. We tackle every challenge to produce superior results.