Keystone MAXX Reviews

Problem #2: While installing the 60" MAAX Reveal shower door, one of the essential parts sent in the box (threshold bar) was for a 48" shower door. This obviously haulted construction on my shower project.

Problem #3: I contacted customer service, but they only work M-F 8am-5pm EST. So further delay occurs. When I was able to contact them on Monday morning, they inform me they need pictures of my receipt and pictures of the part with a tape measure. I complied and sent the email with pictures attached and also asked them to contact me regarding this because I would like overnight shipping so I could continue with my project without further major delays. I don't feel like this is an unreasonable request because after all, this error was completely because of company packaging and/or quality control or lack thereof and ownership of the error should be accepted by the company.

I did not hear back from them on Tuesday, so on Wednesday, I called their customer service again. They said they had not received my request, but said they would check their "blocked email queue" to see if it was in there. It was! So another day lost because of their company IT department incompetence. Surely at this point they would see how they continue to cause delays for me and would want to speed things up...NOPE! In fact, I was told they don't have a policy for that. They also told me they don't have a policy for expedited shipping. All we get is regular 5-7 business day shipping because that is all they offer per their policy. They also told me I should feel lucky that the part I needed was in stock because many other customers are waiting on backordered parts and will not be getting them for another 2-3 months.

I would like them to know that I do not feel lucky at all. Actually, I feel inconvenienced and taken advantage of. I paid a lot of money for a product with terrible customer service during installation. If their bar is this low, I can only imagine how they will treat me if there is an issue with their product after installation. They need to spend more time making policies to take care of their customers such as a policy for quality control of their product, a policy for higher manufacturing standards, and a policy for quickly shipping parts that were incorrectly packaged.

OVERALL REVIEW: Great looking product if were as easy as it looks in the videos and brochures. However, the truth is there are manufacturing errors with hole locations, so things don't fit together like they should. They have major quality control issues and their number one problem is CUSTOMER SERVICE. For a product with this expense, they need to do better. If customer service is important to you, then I would say to go with a different product.

Refused to even acknowledge how difficult the install is (one of us is a contractor who has done many shower doors and this left us absolutely flummoxed). Avoid this company at all costs. The fact that they didn't even apologize or offer something in return for the cost of my having to get a contractor out a second time to fix their mistake is just icing on the cake of this awful company.

Original Review: Oct. 16, 2022

In today's online world one comes to expect, with a lower price may come lower quality. In fact one might come to expect to fiddle- faddle with a product from overseas. Buy local, they say. There was a time, sadly I fear has passed when Maax was synonymous with quality. Their pricing was always indicative of same. How times have changed. Granted, the market for a 48” wide by 34” deep shower stall is limited so I felt confident in my choice of supplier - MAAX. The support installation video and downloadable instructions certainly had my hopes up that this would be a project that would be relatively smooth sailing.

We ordered this unit through Home Depot and it was delivered to our home. Its final destination would be the cottage and wouldn’t be undertaken until the season was over - which is now, this fall. The shine fell off the brass ball when upon opening I noticed a 1/4” chip on the front apron of the base. Ok, well not great, but I will live with that. I built my enclosure area as per the instructions (which as I said were very concise). No issues. I placed my base in, and fastened after ensuring all was level and square. I then placed the the rear upper part of the enclosure onto the base previously applying silicone as directed (note- that video and instructions did not include is that it is better to lightly sand areas to be siliconed for best adhesion). I also found that after marking the base with a pencil in order to give me a reference for applying the silicone really didn’t help (as I found out when I disassembled the back and base pieces from each other).

The “patented alignment pins” that I was impressed with aligning the back and the base fell well short of the mark when it came time to attach the first of the two side panels. Terrible doesn't describe the poor workmanship I found. The panels were so wonky (so much for their claims of wood reinforcement) that I had to mark off and redrill the holes in order to get them to line up. Even then, the fits was poor.

I am going to (next weekend) rip some 3/4 ext grade plywood into backer strips and glue and clamp with PL Premium to the backside of the panels giving me a new surface into which I can create new holes for the pins to go into. This should be part of the design from the get go. Wow! As it is, this 1/8” strip of fiberglass with a gel coat finish offers up a hole oftentimes less than 1/8” from the edge. It goes with out saying that with numerous fitting attempts this broke. Sigh! Anyway, I’m going to call Maax tomorrow, Monday, as there wasn’t anyone there today. I’m also going to give Home Depot a shout. I paid over $1400 for this junk that I will have to make work (and I will) but I sincerely hope one of these companies or perhaps both look after my issue in one form or another. Shame on you MAAX!

Now in July of 2022 the same area has 3 problem sites (one hole the size of a BB, a cracked spot and another site where the finish is wearing off). Maax states the warranty ended in 2021 and the repair work warranty was only for 1 year. This is obviously a defect in the product itself, a bathtub should not develop holes after 3 years of use and now more holes after 6 years of use. I reported the problem while under warranty and the “patch” fixed it enough to get through the warranty but a bathtub should last well over 5 or 6 years.

I have spoken to a service rep 4 times and am waiting for a call from a supervisor and the representative would only give me a first name for the supervisor and said there is no extension for the supervisor. I am hopeful that maax will assist with this issue. I have seen that others have had problems with cracks and holes in their units as well and feel that the problem was not fully investigated initially. No one removed the drain at the time of the initial repair to look for defects or further damage, the holes are all at the area around the drain. The serial number for the tub unit is 00006170788 if this helps.