ComplaintsforWay Construction Services, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Way Construction completed a house repair and bathroom remodel in Sept 2020. Within six months our bathroom remodel fell into disrepair with the tiles cracking on all three shower walls only to be "fixed" later by knocking out broken tiles via demolition without addressing the cause. Later, city inspectors were shocked to learn that red tags were never closed out for plumbing and electrical and insisted the shower floor be ripped out and rebuilt under city official's supervision. Next we began to smell a moldy urine-type odor only to discover the brand new toilet they installed was never actually affixed to the floor (sewage leaking at the base) and the worn and filthy 20+ year old wax ring was repositioned underneath versus replacing with new as is standard in the industry. They also installed a gigantic new tub without fortifying the beams and flooring underneath, so the huge wooden beam cracked almost entirely, leaving us dangerously poised to fall through the subfloor to the ground below the pier and beam. Their idea for a remedy was to slide two cinder blocks below the cracked beam versus make an actual repair. Plumbing was so poorly installed overall that a remediation team eventually was called out to remediate 25 contiguous feet of mold from underneath the bathroom/bedroom framework, which had to be reported to the State of Texas. The mold remediation required us to vacate our home, pack up our bedroom, closet, kitchen and living room and place our belongings in storage for months, gut the entire primary bathroom to the studs, disassemble the primary closet organization system, rebuild the attached living room wall and the complex electrical system housed in that wall, have HVAC system and ductwork professionally scrubbed, move our family entirely to another location with our two dogs, and visit doctors for health affects related to long-term mold exposure. We run two businesses from our home so this disrupted months of work in our companies as well.

  Business response

  04/11/2023

  We sincerely regret that we fell short in this customers eyes.  We have reviewed the job file including all emails, photos, texts and job notes.  We made every attempt to complete this job with honesty and integrity. 
  We would never decline a warranty inspection even if the warranty was out of date.  We are committed to our customers and feel an obligation to assist them with any issues that may arise regardless of when the work was completed or who completed the work. 
  We admit, the permit that was not closed out was an oversight.  As soon as we were made aware of the open permit, we rectified it immediately. The city inspector viewed the work and issued the green tag. 
  When we were made aware of the toilet, we immediately scheduled an inspection and repair.  Upon inspection, our employee replaced the wax rings himself and made sure the seal was never compromised. 
  Construction projects are all different and although we strive for perfection 100% of the time, occasionally things are missed.  This is why we stand by our work and will inspect any concerns our customers have.  
  Prior to this review, our last communication with this customer was in April of 2022 where the customer thanked us for the follow up on securing the toilet and closing out the permit.  We have not had any communication or request for inspection, repair or warranty work since then. 
  On a final note, we are blessed to have the employees that we do.  The estimator and superintendent who were assigned this project have over 25 years of experience each in this business.  They make every effort to provide the best possible outcome for all our customers.  They are highly respected in the industry and regret that this customer was not satisfied with their service. 
  As one of the Owners of Way Construction, I have personally had over 3 dozen phone calls, emails, and texts with this customer throughout the construction process.  I have been to the property many times to view and inspect our work in progress.  I have been nothing but above reproach regarding this project and being referred to as “complicit” is not only insulting, but is slanderous. 
  When this review was received we promptly reached out to the customer to see how we could assist, but the customers only request was monetary compensation to amend her review.   
  Sincerely,
  Tad ********
  

  Customer response

  05/09/2023

  Hello. I believe this offer for mediation has merit. Currently, I'm attending to my father-in-law as his health is in decline as he nears his final days. I'd like to ask for a little more time to connect with my attorney to discuss next steps before I agree. Please advise if this is a possibility. Thanks and kind regards. ~********

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