Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We have two cracks in our master bathroom shower pan. The home is only about 5 years and spent almost 500k on it. We believe that the product should be backed by the builder or the person that put it in. It should not have broken under normal usage within only 5 years. We have been told now that we would have to replace the entire shower to swap out the pan. This would include pulling the walls down and pulling out the pan. This would cost thousands of dollars to repair. I don't believe we should be liable to for this cost after only this short amount of time. If this is not fixed it could case major damage to the flooring/sub flooring. We have been told that it could be caused by not having a structurally sound base below the pan, which would be the responsibility of the builder. We could tell this by the squeaking that the pan is doing while taking a shower.
Business response
09/27/2022
Attached is our warranty provided with every home (previously emailed to the homeowner ). Material and workmanship defects are covered up to 1 year after the original completion/closing date of the home. As the current owner stated the home's age is 5+ years which shows the warranty expired 4+ years ago. We will continue to honor the 10 year structural warranty as written which protects the owner should structural failure of major load bearing components occur.Customer response
09/28/2022
Complaint: ********
I am rejecting this response because: I do understand that it does not fall under 1 year per the packet, but I believe in a half a million dollar home there should be some good faith on behalf of the company. They put in an inferior product and workmanship on something that should last at least 15 yrs plus. Breaking in 5 years is unacceptable on a value of this type of home. I think they should stand behind what they put in and help rectify the issue. This is not small fix and could cost a large amount of money that should last longer.
Sincerely,
**** *********
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.