Complaints

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract with Waldron in July 22 for the remodel of our master bath. The work started 5/30/2023. The work was delayed after the company fabricating the marble slab broke it; this required us to find a new marble slab which took a few weeks (which was entirely up to us to source). During that time, Waldron insisted on moving forward with the existing schedule, including painting the entire bathroom, although this should not have been done until after the final work was completed. When the countertops and faucets were installed, the walls were damaged, so the painters had to come back out again to repair/repaint (inefficient). After the final painting, we discovered the doors and door casings had not been painted. We were told this was not in the **** and we were shocked. While we did not notice this was excluded from the **** we fully expected it to be included in a full (very expensive) master bath remodel. I caution future customers to beware of even small stipulations to ensure you are getting what you expect (come on, who spends $40k-plus not to get the doors painted to match the trim on the inside?). Fast forward to the close of this project in Aug 2023, when molding was to be done on our half shower wall and were told it was not included as expected and agreed upon in the design phase. We were then given an estimate for over $2,000 on a 4 ft space! We'd recently had similar work done for $500 with our own ********* in an ENTIRE ROOM, so we declined to have this work done. Now, we are waiting for our warranty (they encouraged us to purchase the plumbing fixtures through them so the warranty would apply to them). Despite multiple e-mails since September, no remodel warranty has been provided. We are now having plumbing issues, first reported ~ three weeks ago. No response except from our kind designer who is trying to get the owner to respond. We were told by the owner that we were one of 30 projects, maybe this is why the lack of response.

  

  Business response

  01/02/2024

  This has been resolved. We reached out to the customer directly right after her complaint was submitted. All her needs were met.

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contract with Waldron Construction, LLC in December 2021 to remodel our primary bathroom (retile the shower, new plumbing fixtures, new tile floor, new vanity, new vanity countertop, wall sconces) as well as our hall bathroom (retile floor, new vanity and new vanity countertop). Waldron began demo on March 26, 2022. They breached our contract by providing us with an amateur tile subcontractor who was different from the one named in our contract. That tile subcontractor left us with pitted grout, chipped, popped, misaligned tile which is loose and hollow. In May, they hired a new tile subcontractor who "fixed" some, but left us with more issues: 3 different color grouts, pitted grout, chipped, popped, hollow and loose tile. We had a member of the ************ of North America (TCNA) come to do an initial investigation. He found by tapping both the floor and wall tiles, the tiles were spot bonded, meaning the tile was installed incorrectly with voids under the tiles and does not meet industry standards. This can lead to moisture damage, cracking and further popping. We also found sloppy plumbing: the shower head pipe was loose and not securely attached to the 2x4s behind the tile, which will lead to water leaks. No major work done since April. The 2nd tile subcontractor came twice in May and twice in June. The primary bathroom work was not completed and the hall bathroom was not started (no work at all). Our contract was for $27,750.80. There were 4 change orders totaling $2,189 + $250 for a permit, bringing our total contract price to $30,189.80. We already paid them $25,862.90. Work has not been completed, yet they closed out the project, deleted our Buildertrend account, blocking us from accessing all communications and records. Agreed to dissolve our contract, but they refuse to refund our money. Based on work they actually did, they should refund us $19,438.30. They refuse to negotiate. We have not been able to use bathroom since March 25 2022.

  

  Business response

  09/12/2022

  Waldron has worked with this customer over and over. We offered to redo anything that was not correct. We set a date up to redo the shower tile and she canceled because another contractor was installing windows on her home and it was too much for her to handle having us there at the same time, per the homeowner. Waldron offered to stand on site with the tile ** and fix everything they wanted changed. All plumbing work has been inspected by the *****************, ** and passed all inspections including a tile water pan inspection. The owner has nothing in writing from any council or the ***************** stating her claims. She has had the Village back twice out trying to find something wrong. Waldron and the owner agreed to have one of her **************************************************************** bids to finish the project. Waldron has already offered to return all money to replace all shower tile including materials and labor so the owner can hire one of her other contractors of her choosing to complete their project. Yes, the tile work needs to be fixed. This is why we broke down the project pricing and mailed a check back to the owner last week. We have worked with the owner several times and the price she keeps asking for changes every time. The Buildertrend app was closed due to us closing the project to refund the shower tile & labor money. 

  Customer response

  09/14/2022

   
  Complaint: 18014385
  
  I am rejecting this response because:We do not wish to make this into a "he said, she said" argument. 
  
  The main point is that in no way has Waldron completed $25,862.90 worth of work. This is fraud. 
  
  We have the email documentation as evidence in which we expressed our concerns about the bathroom tile not being done right, dating back to April 19, 2022. Our concerns were not about us not being satisfied or too scrupulous - they were and still are about the tile being installed correctly, without being chipped, loose, or hollow with one color, solid grout. 
  We had the ***************** inspector come once on **** ...to discuss whether or not it was done to code. He said that the city does not have a code per say on how tile is done, but there are industry standards. He said that the one thing that he could fault them on was that the shower was too narrow so to ask the homeowners to expand the shower width by 5-6 inches. Waldron never told us that the inspector said such a thing so we were never given that option. The inspector could not fault them for the narrow shower because the code is the square inches of the shower pan, which they met just barely. 
  
  On **** 7, 2022, I told the project manager, ********************* that we did not want any bathroom construction to be done during two days in ****: **** 20 and 21 due to the fact that we were getting new windows installed. This was for logistical reasons: 1) we have two young daughters who were 1 and 5 who still take naps and we wanted to maintain some undisturbed place in our house for them and 2) the window installers work out of our garage, with a large truck parked in the driveway. The tile subcontractor also works out of our garage and has a large truck which would not fit in our driveway due to the fact that Waldron had a large dumpster which was taking up half our driveway space. (That dumpster went nearly unused since April). So logistically/physically those dates were not feasible. Further, many weeks beforehand I told the project manager verbally that our windows were being installed mid-**** and as soon as I confirmed the dates with the window installers I told ******************. Please see the attached screenshot of our text conversation from **** 7. ****************** can provide a written statement attesting to said conversation(s). Why Waldron planned on coming those two days in **** after I told them about those dates rather than any other of the 30 days in **** (or May for that matter) is baffling. Waldron's hyper focus on those two days in **** is not justified especially as there were plenty of other days Waldron could have assigned labor to our project, but he did not. 
  
  As for closing out the project on the Buildertrend account, Waldron locked us out of Buildertrend before we began emailing counteroffers and without giving us any notice. In fact, on the evening of August 23, 2022, Waldron coincidently shut down my Buildertrend account while I was on the app, reviewing our email conversations. This was deceitful and malicious. 
  
  Again, Waldron has not performed $25,862.90 worth of work. In his last email on September 6, 2022, Waldron stated that he would return $6,379.23 and they would send us a check "next week when we do our billing and add two hours for carpentry hardware that was not put on." We emailed them back on Thursday, September 8, stating that we do not accept this. Not only did they move forward to send us a check, but they also deducted the last two payments from that amount. So $6,379.23 less ($3,461.20 Payment 3: 20% of estimated labor when cabinets and or fixtures are installed, plus any approved change orders. and $865.70_ Payment 4: 5% of estimated labor (remaining contract balance) All approved/unpaid change orders.) The terms of the last two payments were not met because the work was not completed in accordance with the terms. Last Saturday, September 10th, we received a check for $2,052.33. 
  
  Please understand that we have been without the use of a primary bathroom since March 25, 2022. We were also without use of half of our driveway since the same date until the end of July. Their refund of $2,052.33 comes to us with the assertion that the work performed equals the price we paid or $25,862.90. It does not. They did not complete the primary bath, didn't even start the hall bath, and the tile work does not meet industry standards and will result in future damages if not redone entirely. In addition, the lack of response and incomplete status of our bathroom has caused our family with two small children an undue amount of stress and hardship. 
  
  
  Sincerely,
  
  ********************

  

  Business response

  09/16/2022

  April,
  
  

  Customer response

  09/22/2022

   
  Complaint: 18014385
  
  I am rejecting this response because: 

  As previously stated in our last response, we do not wish this to be a "he said, she said" situation. We are willing to negotiate.

  
  

  The whole point of this complaint is a workmanship issue, whether the tile was done right, whether or not the work has been completed, and what that work is worth. 

  
  

  For us to be committing slander, our statements have to be untrue. Our statements are supported by our correspondence since April 15th. You admitted that the tile needed to be fixed and you sent back the original subcontractor, ******, who was unable to correct his mistakes and then ghosted you on our project as well as other projects. Then, Waldron sent a second subcontractor, *******, who admitted that he would have never done the tile like this and wished he had been here from the beginning to do it right (paraphrased *******). 

  
  

  There are grave inaccuracies to your last response. I maintained the importance of a 1/8 inch consistency for the grout to both tile subcontractors as well as ***, the project manager (not sure where  1/16 came from). Currently, we have grout lines ranging from barely any line (were spacers used?) to larger than 1/8 and 3 different colors. Such grout inconsistencies are unacceptable and you would not put that in your show room. Regarding, my conversation with your designer, yes, I called her on April 20th in tears, sobbing about how disappointed I was with the quality of the tile work. She responded emotionally, stating that the trades weren't her job and unfortunately had little more interaction, nor she would take my calls. 

  
  

  But, the main point of contention is the workmanship issue and the incomplete work. Mid-July, we agreed to dissolve our contract. Waldron agreed to two options: (1) fix the individual tiles and grout in the shower walls or (2) part ways based on a financial agreement that we both found satisfactory and fair. 

  
  

  There is no win here. We just need the money required to complete the primary bathroom and to be refunded for the work that Waldron did not complete. The incomplete work includes: 

  
  

  1. Hall bath: demo the floor and existing vanity, install new floor tile and bullnose baseboard, install new vanity, countertop and sink, install toe kick, install drawer pulls

  
  

  2. Primary bath: painting, finishing work, hang the mirror, install drawer pulls, hang the bathroom door, install glass shower door, install bullnose baseboard, install vanity toe kick 

  
  

  Now that you are conceding that there is work left undone and stated that you are willing to write us a check for said unfinished work, it seems appropriate to use the numbers given to us in our contract. Both because these numbers are what we agreed on in the contact and due to the fact that none of the contractors we got quotes from are willing to finish where your subcontractor left off. They will only demo and redo the primary bathroom tile completely. If not using the numbers from our contract, then: 

  
  

  The quote we got for the hall bathroom is $2,000, not including tile. 

  
  

  The quote to redo the primary bathroom shower walls is $5,800, not including tile. 

  
  

  The quote for painting the primary bathroom is for $492.26. 

  
  

  Please note that the 3rd and 4th draw are not applicable and we cannot be billed for such because as per the contract: 

  
  

  "3rd Draw: ******** Payment 3: 20% of estimated labor when cabinets and or fixtures are installed, plus any approved change orders": the cabinets and fixtures have NOT been installed. 

  
  

  "4th Draw: $ 865.70_ Payment 4: 5% of estimated labor (remaining contract balance) All approved/unpaid change orders": No labor has been assigned to complete the work since May. 

  
  

  If you stand behind the tile floor being installed correctly, does that mean it will be covered by the Waldron limited warranty?  

  
  

  As you can see based on the quotes, the work that remains will cost us far more than what you offered. Again, we are a military family with two young children and this bathroom situation is setting us back significantly and we cannot afford to pay for both the primary and hall bathroom remodels twice. 

  
  

  We would welcome the BBB as a third party in this dispute resolution. 

  
  

  
  Sincerely,
  
  ********************

  

  Business response

  09/23/2022

  April,

  So much for "we do not wish this to be a "he said, she said" situation." Let me get this right, you get to say what you want, which are lies and us responding to them is a "he said, she said situation"....okay. 

  As stated in my last email, we will not be corresponding with you any further. Your statements are ridiculous and untrue. Just like calling the ****** building inspector out for the 2nd time this week, grasping for straws, and he verified AGAIN all the plumbing was CORRECT and PASSED CODE. By the way, making false accusations is slander. How long will you continue to waste everyone's time? You do not get to decide what we will and will not negotiate, period. 

  This will be our last response. We are done with your games. For all future communications use your lawyer. 

  Customer response

  10/03/2022

   
  Complaint: 18014385
  
  I am rejecting this response because:

  The whole point of this complaint is a workmanship issue, whether the tile was done right, whether or not the work has been completed, and what that work is worth. 
  
  We would like to settle this dispute out of court and the BBB is one of the ways we can do this. 
  
  Nothing we have stated is untrue. We contacted the Village Inspector to come out - once in June and once last week to go over everything with us. It is our right as citizens of ****** to make sure the work of contractors in our house is done correctly. There is nothing wrong with that. 
  
  We would like to settle this dispute through the BBB. As you can see from the total of the quotes and payments from the 3rd and 4th draw, the total amount is far more than the $2,000 you have refunded us. We paid you $25,000 and we have nothing to show for it. The work that remains to be done is as follows: 
  
  1. Hall bath: demo the floor and existing vanity, install new floor tile and bullnose baseboard, install new vanity, countertop, and sink, install toe kick, install drawer pulls
  
  2. Primary bath: painting, finishing work, hang the mirror, install drawer pulls, hang the bathroom door, install glass shower door, install bullnose baseboard, install vanity toe kick
  
  That work is worth $2,000 (hall bath) + $5,800 (primary shower walls) + ****** (primary painting) + ******** (3rd draw) + ****** (4th draw). 
  
  And if you stand by your work on the primary bathroom floor, we ask that you cover it by the Waldron limited warranty as per our contract. 
  
  We welcome the BBB as a third party in this dispute resolution.  We are not playing games. This is our life, not a game. And our finances that are at stake here. We need to be refunded for the work that has not been completed. 

  Sincerely,
  

  
  April *******

*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. ↩