The team was hired on to complete a leak from the Master Shower that was leaking into the kitchen. They did not complete the job that I hired them for
I purchased a home in January 2013, David provided a quote and I hired him on to fix the leak. They did not fix the leak and wanted to charge more to fix the actual issue.
Either a refund or fix the actual issue and guarantee the work as initially promised
Business' Initial Response
In response to the customer's complaint, here is our perspective on the situation. Prior to purchasing her home, the Client had a home inspection done on the property by a Licensed, Certified TX Home Inspector. The Licensed Home Inspector stated in his report that there was an issue with the upstairs shower leaking. His findings showed that when the drain was plugged and the water level was allowed to rise above the shower pan floor, the shower would leak downstairs through the kitchen ceiling. At that point the client brought us in to perform the repair. We tested the shower ourselves and found the same thing. In addition, we allowed the shower to run for 15-20 minutes at a time without the drain being plugged so that we could evaluate if there were any other leaks. The shower only leaked when the drain was plugged and the water level rose to 2-3 inches. This led us to believe that there was an issue with the waterproofing or integrity of the shower pan itself. Our remedy was to remove the shower glass, remove all the shower pan tile, remove one level of bottom wall tile, and completely rebuild the shower pan with the proper fiberglass and poly lining. (Side note: I and my workers have received training from a large, reputable TX Homebuilder on TX Healthy Home construction, LEED Certified building practices, and mold remediation/prevention strategy. We are well versed in building leak-proof shower pans). Once the original waterproofing was uncovered and exposed, we were able to confirm that indeed there were many unsealed nail holes, 2-3 inches above shower floor level) where the water was leaking through. We fixed everything the proper way, re-installed all new tile and re-installed the shower glass. We then re-tested for leaks, plugging the drain, filling the water back up 2-3 inches above floor level, and there were no leaks.
Several months later the Client called us back, saying the shower was leaking again. We tested all the PVC plumbing piping below the shower, and it was not leaking from the joints. We then sprayed water along the seat area where the seat meets the back shower glass wall, leading to the tub area. It appears that the original homebuilder of this home didn't waterproof anything underneath the shower tile, so there is more water intrusion occurring at this new location. Our statement to the Client was that if there were any issue at the PVC piping that was causing the leaking we would certainly repair it at no cost to her, as that should have been discovered upon our initial troubleshooting. We have always warrantied our construction and roofing jobs, and always will. If we are at fault, we will always DO THE RIGHT THING. However, this is a situation where there are new areas of inferior construction appearing. We told the Client that we cannot be responsible for faulty/inferior construction methods that appear away from the initial problem location. In addition, it has been brought to our attention that a neighbor who lives two homes down from the Client is having the exact same problem. This is proof that this was not simply one incident of inferior building methods by the original homebuilder; there is a pattern of subpar construction quality. We always want to do the right thing, even if we lose money on a deal. However, our stance to the client is that this is a pandora's box of more potential problems that we are not responsible for and simply can't fix for free. We would have to be compensated to fix new problems. We hope that we can reach a mutually beneficial resolution to this issue.