ComplaintsforJames R. Taylor & Sons, Inc.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We needed a new bathroom after flooding damage due to a burst pipe. JTAS was selected to do the work. I enjoyed working with the designers and was happy with the final product. However, within 1 year post completion, the tile grout on the curb began to fall out on the outside of the curb. We contacted JTAS to repair. They came out and completed the repair. Within 2 years the grout began to fall out on the shower floor. **** came out to look at the damage, but never returned, nor returned calls. My husband repaired as best as he could. A year later the problem got worse with leaking occurring in the ceiling below the shower. And, now the tiles felt boggy when stepped on. Called JTAS to replace the shower floor, which they were amenable to do to the tune of $7,000. They also noted that they no longer install showers that way, due to problems that occurred. I agreed but wanted a 5 year warranty. They refused and would only supply the 1 year warranty. We canceled the project. Since then, weve torn out the shower floor to find the damage was much more severe with a significant amount of mold. Also, they did not install a waterproofing layer, which I found concerning. My biggest beef with JTAS is that they dont stand by their work.

  

  Business response

  11/15/2022

  We understand customers frustration. It appears important details were left out of this review. This original work was completed in 2017. We came out a year later to look at the grout issues homeowner was having. All grout and sealant were removed and replaced by James R. Taylor and Sons. We did not hear anything after that until homeowner informed us that homeowners spouse removed the grout and caulked the shower himself two years later, which could have very well caused even bigger issues with water damage.
  This year, 2022, we were approached about replacing the entire pan and shower door. We quoted homeowner material cost for the door replacement, new pan, and square drain resolving the previous linear drain issue. We were planning to eat most of the labor cost with no markup to make this right for homeowner and due to having to pull guys off other current jobs. We have fixed previous jobs in which this has happened before under the same circumstances, with no continuing issues.
  We then came to an agreement to fix the issues. We had a signed contract and deposit, and because after the fact homeowner informed us a 1-year labor warranty was insufficient for them,we were asked to cancel the contract and return the deposit homeowner paid, and we complied. Upon us also now incurring cost for material returned at a 15%restocking fee. We would be happy to discuss any further issues or resolve any outstanding problems homeowner is having in person or over the phone. 

  Customer response

  11/21/2022

  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, details of the offer I reviewed appear below.
  
  Yes, they did come out in the first year to fix disintegrating grout on the outside of the shower.  They did NOT replace all of the grout.  When the grout on the inside of the shower had holes to the base occurring, I called JT.  They came out, assessed and that was the last we heard.  It was 2020, in the middle of the pandemic, but we never heard anything once the work stoppage was resumed.  I personally went to the store to ask that someone get back to me but NO ONE contacted me.  That is when my husband removed the grout and replaced it.  So, JT&S is putting the leaking all on my husband.  Nice.  Again, they DO NOT stand by their work.  And, as an aside, we ripped out the shower base to clean up the massive amounts of mold and lo and beholdThere was NO shower liner ever installed back in 2017.  Even if my husbands grout job was the reason we had the issue (though I dont believe it is), the shower liner should have captured any leakage.  But, WE DID NOT HAVE ONE!  And, yes, I asked for a 5 year warranty.  Can blame me for that?  If JT&S wants to talk, my number is ************.

  
  Regards,
  
  *****************************

  

  Business response

  12/05/2022

  The business has reached out to the consumer to see if there were any remaining issues to be worked on. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩