ComplaintsforMason Builders & Remodeling

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We had ***** Builders build our new home at **** ****** ******, **********, ** *****. We had our final walk through on December 19, 2021, at which time, numerous issues were brought up and noted (in writing & signatures) that need to be or corrected or replaced to our satisfaction. ***** Builders had 30 days from December 19th to complete the items on the list and has not done so. Our back splash in the kitchen was installed and left with big gaps everywhere; someone was hired by ***** Builders to correct it and grouted some of the gaps, left some and destroyed the sparkle and shine of the backsplash. Tom ***** agreed to replace the backsplash again and still hasn't done so. Shingles have been blowing off of our roof, even during the construction phase, and continue to every time we get a windy day or storm. Our roof leaks in our dormer window above our dining room. Our exterior doors don't close and bounce back open, Our interior sliding closet doors stick and don't open and close properly, and are also coming off of the hinges in our front boy's bedroom. The electrician put a hole in our pipe while installing the electric in our master bathroom and they patched it and when they installed the lights I bought, someone lost part of the light and they hung it with a missing piece. ***** Builders had our garage door installed & then proceeded to let the drywallers and painters do their jobs on the garage walls without instructing anyone to cover the garage door up and now our black garage door is white and gray. Tom ***** has put some sort of rubbing alcohol on it to remove some of the drywall and paint, but it doesn't completely remove it all and it looks terrible. We told him it was unacceptable and it needs replaced. The garage has been discolored since the day we moved in and he still hasn't replaced it. We have temporary wooden steps on our back porch that still need to be cement steps as discussed & agreed upon. This still hasn't been done.

  Business response

  04/25/2022

  [BBB Transcription via Email]

  Good Monday Morning ********,
  
  ***** Builders has provided rebuttals to each of the six points in response to ******** and ***** ******* complaint to the Better Business Bureau (BBB). Please let us know if any further information is required in addition to the replies. See attachment.
  
  Tom *****
  ***** Builders, Inc.
  ************ 

  Business response

  04/25/2022

  [BBB Transcription via Email]

  Good Monday Morning ********,
  
  ***** Builders has provided rebuttals to each of the six points in response to ******** and ***** ******* complaint to the Better Business Bureau (BBB). Please let us know if any further information is required in addition to the replies. See attachment.
  
  Tom *****
  ***** Builders, Inc.
  ************ 

  Customer response

  04/28/2022

   I am rejecting this response because:
  The walls were bowed in the kitchen that's why Tom ***** agreed to put in a backsplash, free of charge. He asked if he could grout the botched job that the installer had made to see if it would look any better. The wall was never leveled before the installment. The backsplash that was chosen was a groutless tile, which was ruined by being grouted.  The tile shine is gone and there are globs of grout on the tile and gaps in the backsplash still, due to missing grout. 

  The roof has been a huge issue since the installation. We were supposed to have Timberline GAF 35 shingles with 35yr. guarantee, ice guard on valley & eves. He never notified us of a change, in writing, and had the subcontractor install BP Shingles with only a 30yr guarantee. It's not just "1" shingle that blew off, There has been multiple shingles that blew off and leaks.  Tom, himself, has been on the roof numerous times.  I have attached the problems with the roof, pictures and why the professional roofer said it needs totally replaced. 

  All of our exterior doors, per contract, are supposed to be Pella Doors and Tom denied us the Pella doors.  He said that Pella doesn't install doors anymore, only windows.  We had a Pella salesman come out and quote us Pella exterior doors and he still wouldn't adhere to the contract and install them.

  It was not until they turned on the water, that they discovered a leak in the master bathroom wall.  They had to remove the light, cut a hole in the drywall, fix the pipe and re-drywall.  The light was set on ledge of the jetted tub in parts.  The cleaning lady Tom hired came through and cleaned the house and then part of the light fixture was missing. Tom said he would replace it and has not done so.

  The garage door cannot be reproduced to the factory finish, which is a smooth texture.  There is drywall coated all over the door due to the drywallers spraying the drywall mud with no protection covering the door. Tom has also agreed to replace the garage door if it could not be cleaned off appropriately-this is stated on our walk through paperwork.

  The builder was to have the cement patio stairs poured at the first of spring.  He has not done so.

   

  
  

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