Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are remodeling our single bathroom due to a water damage issue to the subflooring from a bad toilet ******. Our current contractor quoted a price that we agreed upon. During the install, the new bathtub was dented as well as scratched. The tile was installed around the tub, post damage. When contacting the contractor, we were told to have the tub replaced and fixed that we would need to sign a new contract with an estimated total of $4k to remove the tile, replace the tub, then reinstall the tile. As you can imagine, this is not within means for the project. Now our family has been displaced from our house due to this being the only bathroom. We were advised to seek a reseal repair for the tub, as a quick fix solution. The reseal is only warrantied for ~2 years whereas the new tub had a warranty of 10 years. The contractor also installed a new door which was damaged on install. The trim is damaged from the tacking and the door is installed at an angle which doesn't allow the door to shut properly.The project is on hold for the foreseeable future until we can have the contractor come to terms with the replacement process.

  Business response

  11/26/2024

  
  Harris Home Improvements, LLC (HHI) BBB Complaint #******** Response
  
  *** ****** (homeowner) started his bathroom renovation with another contractor who for unknown reasons did not finish the job. He then reached out to his friend *** ****** who is a plumber to assist him on getting the job finished. *** ****** is not a contractor and is not covered by insurance.
  
  *** ****** contacted Harris Home Improvements (HHI) to complete the job which includes: (see attached contract)
  Homeowner to remove toilet and sink
  HHI to remove the fiberglass tub unit
  Homeowner to paint the bathroom
  Homeowner to supply toilet, sink top & vanity, any faucets, new tub, diverter, shower head, and 1 piece of lauan.
  Once tub is installed by *** ******* HHI will install the cement board, waterproofing, new subway tile (all the way to the ceiling), grout, 4 corner shelves, repair the area of the floor around the toilet, install new CVP flooring, install new base, trim around the door and install quarter round.
  HHI will supply tile and plumbing labor (*** ******)
  HHI will not be providing any electrical work
  *** will dispose of any debris from the demo
  Plumber *** ****** will reset toilet, sink faucet and shower faucet.
  
  *** ****** worked directly with the plumber, *** ******* who installed the new tub. *** had nothing to do with the tub install.
  
  HHI is not responsible for any of the plumbing aspects of this job.  *** ****** and *** ****** handled all aspects of the plumbing on this job and HHI was not involved.
  
  Once the tile around shower had been installed and job almost finished an imperfection (ding) was discovered on the front of the tub which no one had noticed during the install including *** ************* is HHIs opinion that the imperfection (ding) was made while it was still in the box from the manufacturer, since it is smooth and shows no ****s of a blunt impact. If this impact had happened with no protection, there would be a **** or chip in the ceramic coating on the tub.
  
  *** offered a solution to have the imperfection (ding) to be reglazed which *** ****** originally agreed to but then changed his mind due to the warrantee offered by the *******************
  
  *** is not responsible for the imperfection (ding) on the new tub. Now *** ****** is demanding that the tile and new tub be removed (demo) and completely re-installed at HHIs expense. *** ****** halted all work on this job without giving *** an opportunity to finish the trim work floor and the trim repair on the door. As of November 21st, *** ****** dismissed the plumber, *** ****** due to not wanting to ruin their friendship.
  
  *** ****** has also filed a complaint with the BBB and is threating to file a complaint with the **** without any call or communication with HHI for a resolution and is demanding his deposit back. *** will not be providing a refund due to the fact that *** ****** owes more money for the work that was performed than the amount of the deposit that was given.
  
  If *** ****** hires another contractor to demo the tile and tub, the contract with HHI will be null and void.

  Customer response

  11/26/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  There will need to be a reimbursement for the work done on the 5x5 bathroom. Debris removal, luan, and tile installation does not cost $4,419. Especially since the majority of the equipment being installed was supplied by me. Contract attached for the equipment I responsible for providing.

  I am going to continue with filing additional complaints because my family has been displaced from our single bathroom home because of the contractors negligence and refusal to take ownership. The contractor never mentioned anything about the door install, which was clearly done in a rushed manner and with a lack on quality control. I paid this contractor to do the right thing the first time. The expense for the door also came out of my pocket - I will not purchase another door for install under the contractor.

  The door installation was a sign that his lack of professionalism was carried over with how he operating in a reckless manner in our bathroom.

  Additionally - every contractor contacted for the tub repair wasn't able to warranty to the work because of the type of damage or informed me they had a 2-year warranty, where as the tub originally came with a 10 year warranty. The contractors even told me that if I "clean too hard" the repairs would wash away. 

  Due to the contractors flagrant disrespect and lack of humanity - we do not want him anywhere near our household, ever. The only resolution, for my family, is to seek reimbursement for the damages caused to our home, my family, and  now the additional time I now have to take out of my day as well as my job to get this resolved. All other options provided will be rejected.

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

  
  

  Business response

  12/03/2024

  Mr. ****** is requesting that HHI pay him $3,500 with out admitting guilt on his part.  *** is willing to pay Mr. ****** $1,750.00 to be released from this situation.  He can obtain the balance from his friend, the original plumber Mr. ******* *** had nothing to be with any plumbing aspect of this job.  The BBB will be given this payment to give to Mr. ****** once he releases all claims against ***.  In addition, he will also need to sign a statement releasing *** from the current contract. If Mr. ****** filed a claim with the ****, he must also provide proof that it has been removed before any payment will be issued by ***.  

  HHI is not guilty of any of the claims filed by Mr. *******  I would like to get this situation resolved. If he does not agree to these terms, he can obtain legal counsel as I will do the same.

  The only reason he has filed this claim is because his friend and plumber Mr. ****** is not licensed or insured. Mr. ****** has already stated that he does want *** to resume work on this job. Hopefully he will accept this offer get this resolved.

  Customer response

  12/11/2024

  Per the contract - the contractor (***) is to supply the plumbing and tile labor. On the contract it reads "CONTRACTOR SUPPLIES PLUMBING + TILE LABOR". With that being said, this entire project is HHI's responsibility for management and quality purposes.
  
   
  
  If the contact did not upload on my first attempt, please let me know. 
  
   
  
  The contractor's choice to pay for the labor of an uninsured and unlicensed plumber was his discission, not mine. This was never discussed with me prior to the work being completed. This is the first time hearing the plumber does not have these professional coverages.
  
   
  
  At the end of the day - We hired HHI, not *** ******.
  
   
  
  Adding additional stipulations outside of the contract will not be adhered to as they were never agreed upon initially.
  
   
  
  This request for the refund mentioned will continue here and with legal counsel. I do not assume any guilt in this contract considering there hasn't been anyone in my family living in our single bathroom home since the project started.
  
   
  
  As mentioned, I would like this to be resolved - in entirety.

*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. ↩