ComplaintsforVeron Builders, LLC

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few months after the completion of our guest bathroom remodel by Veron Builders (VB), we discovered 28 wall tiles around the shower/tub fractured. 9 of the wall tiles fractured on a horizontal line, 19 below the ceiling on the right and left walls. We live in a 29 year-old home that has not shown settling issues. The other 10 fractured wall tiles are on the back wall, where VB installed a new window and also a niche in the right wall.On February 14, 2024, contacted VB via email, asking them to review and respond. Without ever personally inspecting the damage, VB said: the issue with your tile is within the poor quality of the tile material and not due defaulting install. The tile was not purchased through Veron Builders or the ********************* So we do not hold any warranty on material purchased from outside vendors. The poor quality of the tile might have not been withstanding the pressure while cleaning.My wife informed VB she researched the tiles and manufacturer and could not find evidence of criticism for poor tile quality. We asked for VBs Insurance information to file a claim. *** Veron refused, saying, I was right. The insurance wont cover faulty products purchased by you guys.We asked a General Contractor (GC) for a second opinion. He inspected the damage and opened the wall behind the tiles. A seam runs horizontally, 19 from the ceiling where the cracking occurred. The same seam runs on the opposite wall. This GC believes poor construction caused the cracking, not cleaning or defective tile.We also believe it is poor construction. The same tilers had to demo and reinstall the wall tiles because the initial installation was so poorly done. Now their second install is showing defects. Therefore, we do not agree with VB about what caused 28 wall tiles to crack a few months after being reinstalled. We seek your assistance in resolving the fact we have an unusable shower/tub so that we can file a claim to get this properly repaired.

  

  Business response

  07/04/2024

  As Mr. ********** stated in his complaint, the Material was purchased by the Homeowner. Veron Builders does not warrant material which is purchased from an outside vendor. Veron Builders has a warranty for the install up to one year. In February 2024 Mrs. ********** reached out to Veron Builders stating the issue of separating caulk (which is not unusual) and the broken tile circumstances. Veron Builders offered to take care of the caulking immediately. Veron Builders informed the homeowner about the following: After the completion of the project in July 2023 Veron Builders, ************************* and ************************ inspected the completed project in great detail. No Tile cracks were visible! Veron Builders does not warrant material which is purchased from an outside vendor. The cracked tile is due to poor quality and not due to a defaulting install. The lead installer of Veron Builders was on site during the tile install and confirmed that all material was installed correctly. Veron Builders researched the tile vendor and read multiple complaints. As well as the tile vendor ************************* and ************************ purchased their tile from a 3rd party company not a tile manufacturer. They do not provide any installation instructions on their page and have a lot of shipping complaints. Not being liable for accepting claims of defective or broken products after a few days is suspect. Mr. ********** hired another contractor who opened up the back wall. Opening the back wall proved that all tiles were installed correctly. 

  
  Veron Builders confirms that all tiles have been installed correctly. This complaint/ request for insurance information is not warranted. ************************* and ************************ decided to purchase tile from an outside vendor. The tile product is faulty which is unfortunate but has nothing to do with Veron Builders tile installation.

  
  All of the details are written down in an email thread. 

  Customer response

  07/08/2024

   
  Complaint: 21802849
  
  I am rejecting this response because:

  Veron Builders (VB) said, As Mr. ********** stated in his complaint, the Material was purchased by the Homeowner. Veron Builders does not warrant material which is purchased from an outside vendor.

  >> However, I am confused, where would VB source tiles? An inside vendor?  All vendors would be outside vendors to VB, just like to us. 

  VB said, In February 2024 Mrs. ********** reached out to Veron Builders stating the issue of separating caulk (which is not unusual) and the broken tile circumstances. Veron Builders offered to take care of the caulking immediately.

  >>  However, the fact is that we informed VB on 2/14/23 about the caulk and the cracked tiles. VB responded on 2/15/23 that they would get back to us.  On 2/28/23 VB responded, but without any resolution. On 3/5/23, VB responded to inform us they would only cover the caulk. On 3/26/23, VB said they could have someone come fix the caulk on 4/3/23.  On 3/26/23, we said that works.  On 4/3/23, VB told us their person would not be stopping by, and that was the end of their response on fixing the caulking.
  

  VB said, The cracked tile is due to poor quality and not due to a defaulting install. 

  >> However, both the General Contractor who opened the wall and the company who sold us the tiles concluded that the only way tiles crack on a horizontal line on both sides of the shower, over the backer-board seam, is due to an improper installation technique. 
  

  VB said, Veron Builders researched the tile vendor and read multiple complaints. As well as the tile vendor ************************* and ************************ purchased their tile from a 3rd party company not a tile manufacturer. They do not provide any installation instructions on their page and have a lot of shipping complaints. 

  >> However, the only complaints we found were related to shipping, not related to the quality of the tiles.
  

  VB said, Mr. ********** hired another contractor who opened up the back wall. Opening the back wall proved that all tiles were installed correctly.  

  >> However, the fact is that the General Contractor came to the exact opposite conclusion.  The ** said it could only be related to the installation.
  
  VB said, Veron Builders confirms that all tiles have been installed correctly. This complaint/ request for insurance information is not warranted. 

  >> However, from the beginning of the disagreement on how the tiles may or may not have broken, VB never inspected the site themselves and refused to have an independent 3rd party assess the situation.  Which is why we turned to the Better Business Bureau.

  Lastly, they took 14 days to respond to 7-day time limit given by the BBB, putting us into July 2024.
  
  Sincerely,
  
  ***************************

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