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Complaint Details
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Initial Complaint
01/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had stand up shower and floor below replaced. First contact to company 8/19/2021 Estimate/contract received and paid 8/21/2021 and 8/23/2021. Contract dates for project start 9/27/2021, completion 10/18/2021. Total price paid $3,562.83. No contact from company until we reached out 10/18/2021. October 5th 2021 we were told it would be another week before job was started. Job completed 11/17/2021.. After 24 hour cure time for shower sealant, I attempted to use shower only to find out it leaked from part of seal. Sent picture and requested repair. Since 11/19/2021 we have contacted via text inquiring about repair date. We've only been told "Later this week." Or "Sometime next week." As of today (01/07/2022) the shower has not been repaired. We have not heard from them since 12/22/2021.Business response
03/01/2022
This customer contracted Avery and Company on the 23rd of August, 2021 to remove and replace the existing shower curb in th master bathroom, tie on the floor in the shower, and up to minimum rows on the wall to be able properly "dry in" the new shower pan. The Contractor will remove the existing glass an shower doors to be re-installed upon completion of the new preformed shower pan, with built-in curb, as well as, remove and replace the rotted subfloor directly under the existing shower pan- as needed, with a minimum of 12 square feet. The job was completed and the pre-existing shower stall door and glass wall were re-installed. The Customer was informed that the rubber seals around all of the existing shower stall door and glass wall were disintegrating and dry-rotted. Which, subsequently cause leaks around all of the existing glass. I recommended and strongly urged the need to replace it and the customer was shown where the integrity of the rubber was definitely jeopardized.
The customer acknowledged the above stated jeopardized rubber and then proceeded to pay the remaining balance and Avery and Company left.
Customer response
03/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
*** *****Among the first set of screenshots attached is a picture of the leak. We were made fully aware of the rubber seal between glass and frame would need replacing, HOWEVER, the leak was not coming from between the glass and frame. It was coming from underneath the frame and the installed shower pan, where it should have been fully sealed with silicone.
We made them aware of the leak the day after job “completion” and waited almost 2 months for action until I emailed the company directly January 6th. Jan 8th we received an email stating it would be taken care of. Until this response via BBB, we have heard nothing from them. The leak has since been repaired with a simple, more complete caulk job)
Business response
03/05/2022
At this point, what can we do to rectify the situation?
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.