Complaints

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Dustan Harber Construction after seeing their advertisement on ********* After a couple of meetings, we decided to do business with them. Dustan gave us an estimate we agreed to. Sometime after the final estimate around February 18th, 2021, the small project was started. The construction was finished in around 3 weeks which included installing new kitchen oven/ micro combo new 6-burner stove top, vent hood and trash disposal. The second part of the estimate included tearing down a shower/bath combo and replacing it with standup shower. Replace flooring, lights, drawers, installing a barn door, other small repairs. Around September of 2021 (7 months/job completed) we noticed the walls on both sides outside of shower started to mold & inflate, there is also a horrible odor coming from the shower drain I took *************** them to Dustan and he never responded. I reached out to him many times, a year plus later he finally responds after I messaged Dustan with the same results from two professional companies stating the construction of the shower is incorrect. Dustan sends ***** (employee) to evaluate the complaints. Again, we hear nothing from Dustan I reached out again, and his response is that our shower is a maintenance problem, and we need to reseal around the shower doors. Dustan does not have a professional plumber (now we know). Both professionals stated there was not a shower liner installed, which is installed before the tile is laid inside shower floor, the other problem could be the new drain is not placed correctly. In order to determine the exact problem, we have been advised the complete flooring in the shower has to be taken out. The odor that is coming from the shower drain is causing breathing issues to ******** grandchildren. The barn door he installed is also not correctly installed the door can be lifted up when sliding to get in bathroom. Dustan Harber Construction needs to take accountability. Overall, his work is unsatisfactory.

  Business response

  03/26/2024

  Hello to address this issue. The shower was installed over 3 years ago. I informed her we do not do handyman type services and referred her to one, I do not have the employees or time. After inspection the shower door frame needed re sealing with clear silicone. The paint is pealing right outside side of both ends of the sliding shower door about the size of my hand from exterior moisture. The shower is very small and has been very used over the years. There is 100% a shower pan installed just like the last thousand I have installed with not one complaint in 12 years Ive been installing them. There is no professional of anything that can tell by looking at a shower floor if there is a pan or not so this nonsense someone would try and tarnish my name due to not taking care of something. As for the drain, we tied into exiting drain I cannot control what it smells like three years later. Try snaking them maybe, old hair can cause a stink over time. This is the first Ive heard of any door issue. Again very disheartening this was reported to you. Thank you I hope this explains the issues

  Customer response

  04/01/2024

  I am rejecting this response because:   Dustan, in your line of business, your "experience" & " knowledge."  of being a remodeling contractor, you should have been honest and acknowledge the job you did for us was not done correctly. The reason for contracting you in the beginning was to take out a combo bath and shower and replace with just a shower update. The size of the room should not be a topic of this discussion. There was not any kind of damage in the bathroom before you did the remodel. The mess of molded walls and drain smell only began after hiring you . You state that it has been 3 years since the job was completed. it's taken 2.5 years for you to respond to me. I have pictures & text messages I sent you, as soon as I noticed the problems. Your response to me was that we needed to re-caulk the inside of the shower??? That is your best response? I hired you to do a job correctly! The shower/bath combo was old but was done correctly, in 20 plus years we have lived in our home we never had molded walls or had to re-caulk the shower. Why did we bother to hire a contractor, if 3 YEARS down the line we are having to redo your work. We are not the first complaint you have on the BBB. Your work is self-explanatory. I truly believe there will be more complaints against your company. You should take responsibility for your botched work, but again why should you? Your work is a reflection of yourself. I have before & after pictures of the bathroom ...... AND pictures do not lie.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around March 1st..was to remove tub build shower with tile , move shower drain to middle of the shower, all new plumbing and fixtures, replace plywood on floor around toilet then tile floor and put a new toilet.Hot water line behind the wall had a hole and sprayed water, it leaked underneath the tile into the carpet in the bathroom and toilet is wobbly...He came out and ran the water and told me he wasn't going to do anything about it until I put a shower door on the shower...that's not what the problem was and he said that without knowing what was wrong and they called themselves fixing toilet and now it leaks too...he will not answer my phone calls and has blocked me so I have no contact ...and they left all the plumbing and lumber garbage underneath my house in the manhole...he said he didn't make enough money on the job to tear out the tile...we can't use the bathroom at all...$3,800

  Business response

  09/01/2023

  This shower was completed for the customer on February 12, 2023.  The complaint was not received until  August 1, 2023.  The customer stated she believed that the shower pan was leaking. I went to inspect her concern.  I ran the shower for over an hour with no leaks or build up even after filling up the shower pan.  The customer used the shower for over 5 months with no doors.  The shower is only 2 feet wide with a 2 inch curb and no splash guards or door, putting these things in were advised to her at the time of remodel.  Over the months the water saturated the wood subfloor of the mobile home.  It was still insisted that the pan was leaking and wanted it all torn out and done again.  The pan leaking was not the issue causing what she stated her concerns were.  I offered to install a door for free if she did not want to purchase one because I believe this would have fixed her concerns after showing her the pan was not leaking.  The customer still insisted it was, while cursing and yelling at myself and employee refusing to try putting a door in.  Customer admitted her rug was soaked after every shower.  The shower is too small for no door and the water escapes while taking a shower, again soaking the floor.  I told the customer that if it was not the door after installing one we would figure out what other causes it could be, but again was approached with more cursing and yelling.  Her claim to the BBB is now stating that it was a leak in the wall or toilet which neither did she mention when we came to inspect her concerns.  To summarize we were there for over an hour with water constantly running with no leaks, a shower of this size must have a door to prevent water from escaping to the floor and she refused all attempts to put a door on for her.  If there were any leaks to be found we most definitely would have rectified them.   Thank you.  Dustan Harber Construction

  Customer response

  09/05/2023

  He's not telling the truth but nevertheless here is what it cost me to have fixed and I think he should pay for it ...it should be under warranty irregardless...

  Customer response

  09/05/2023

  He's not telling the truth but nevertheless here is what it cost me to have fixed and I think he should pay for it ...it should be under warranty irregardless...

  Customer response

  09/06/2023

  Im rejecting this response because:   The issue was clearly a reflection of there work and it was still under warranty. It took this man seconds to figure out what was wrong and didn't have to take out but one tile to replace the line and I did the rest ...took out grout and let floor dry out and replaced the tile and regrouted

*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. ↩