ComplaintsforPeak Kitchen and Bath LLC

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contractor did a remodel of 2 rooms in the basement. The contractor was used prior to this for a kitchen and bathroom project. Problems started at the onset of the remodel in the basement. We started noticing problems in the bathroom that was remodeled prior to this. The new window inside the shower wasn't sealed nor was the shower door. Nail heads began to pop thru the ceiling. The faucets on the sinks were leaking. The inside back wall of the vanity was damaged. In addition, the siding that was used to replace the siding that was removed when the window was installed didn't come close to matching the existing siding on the house. The contractor came back and repaired the nail pops in the ceiling, the fixtures on the bathroom sinks and the leak on the tub. The faucets and tub around the shower door continue to leak. At the onset of the remodel in the basement the following problems occurred: During demolition and cutting the drywall the proper precautions weren't taken to cover things in the house. As a result, there was fine dust in the downstairs and upstairs which required a lot of cleaning on our part. A closet was built to enclose the circuit breaker. We were informed this was necessary as it wouldn't pass code otherwise. The closet ended up to be too big and another one needed to built. During installation of the drywall on the ceiling a line for the water softener was accidentally drilled through and the basement flooded during cycling of the unit which happens 3 times a week. The contractor initially installed a fitting where the line had been drilled through. Within 24 hrs it began to leak around the fitting. The contractor was notified and at this time a plumber was sent out and replaced the fitting once again. The problem appeared to be resolved until 3 months ago when it began to leak again in the ceiling and down the wall. The contractor was notified and the ceiling had to be cut out and repaired. The repair work wasn't done to our satisfaction.

  Business response

  08/10/2022

  Consumer Response /* (3000, 6, 2022/07/24) */ A new door a frame was installed. The door jam was installed too low as a result the door know sits below where it should normally be. Business Response /* (1000, 12, 2022/08/10) */ ***Document Attached*** Business Response /* (1000, 21, 2022/09/16) */ I am very sorry this has not been resolved, I have tried to call and email Jackie Directly, as this was always the way we have conducted our business in the past. In fact when I first heard of the first BBB complaint I called her immediately, even though I was away on vacation. We take any complaints seriously, this is the first BBB complaint we have ever had over 16yrs in business, so I wanted to make sure it was handled professionally and quickly as possible. Since this is now broadcast to everyone, I will speak to everyone. Jackie and I have worked together before, which is how most of our client base is created, we do a project and perform well, and then we continue serving the homeowner through all of their projects until they move away or quite doing projects. I am sad that we have lost a client here, its never my intention to have someone upset with our work. We did a Kitchen for Jackie in 2015, then her hall bath in 2020, and then in 2021, we remodeled her basement. Jackie is correct, the basement project did not go very well, I am embarrassed by all the challenges we had as well as some of the poor work habits of the folks who were working on her project. But we kept a good line of communication throughout the entire project, always responding to any and all calls we received, and doing our best to react quickly to any warranty items. We did finish the project it looks amazing, no one would be able to say otherwise. The new items I had not heard of until now all concern the upstairs bath. The leaky faucet. The shower door that is not sealing well, and the nail pops in the ceiling. So, I will address these..... When we were working on the basement Jackie said she had problems with the faucet leaking. Since she had provided the fixture, I said she should call Moen and have them ship parts to serve the warranty. She never called, so we went ahead and had parts sent from Moen, we replaced all (4) cartridges in the handles and there were no problems that I heard of until now. Again we have always responded to these calls by sending our plumber out ASAP after receiving any calls about water problems. If there is long term damage from the faucet leaking, its because this is the first time I have heard of it. If she had she called when she noticed a problem we could have fixed it before any damages occurred. Regarding the leaky shower door, we use a professional door installer, they measure, have the glass made and then they come and install. They never have any problems with responding to any service calls. I recommend that Jackie call them directly and I guarantee they will have no problem coming to serve their warranty and make any adjustments necessary. And regarding the nail pops... its a problem if the joists above the ceiling move. The drywall is anchored to the ceiling joists with screws, and if they do it right glue. But if the joists move, then it will create a nail pop, its impossible to walk across joists if they are moving and not have the issue translate through to the sheet rock. We did not install the sheet rock in the ceiling, its original to the house. We did make a patch and repair to install the exhaust and lights, but that is all. I recommend that she screw plywood into the ceiling joists above where she is walking, it might make them move less and create less nail pops. Its not a matter of improper installation. And, having said all of this and offering to serve our warranty for any and all issues, Jackie is looking for a cash settlement or it seems she will not be happy. So, I offer $1000 for any items you would like to have looked at and as knowledge that it was not our best project, I believe this to be more than fair. Consumer Response /* (3000, 23, 2022/09/21) */ RE: BBB Complaint Case# 36192069 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) External Inbox Jackie ** *********** <*************@gerstelus.com> 10:31 AM (14 minutes ago) to me Good morning Heather, Larry and I agree with Nelson's comment about this being a very unfortunate situation with the basement remodel. However, based on the amount of repair work that will need to be done we don't feel $1000 is enough to cover the expenses. We are willing to settle on an amount of $3000 and be done with this. Sincerely, Jackie ** *********** Business Response /* (4000, 25, 2022/09/22) */ Jackie, My offer limit is $1,000. Warm Regards, Nelson Consumer Response /* (4200, 27, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since Nelson cannot agree upon a reasonable amount for the repair work that needs to be done, we would like our complaint filed permanently with the BBB. Larry and I don't want another customer to experience what we went through with this project.

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