I have been waiting four months to have an improperly installed shower that leaks into the adjacent bedroom repaired.
I discovered over the Christmas holiday that the shower in our guest bathroom that was remodeled by Sarasota Kitchen and Bath was leaking under the wall into the adjacent bedroom. Upon moving the desk and other pieces of furniture that were in the bedroom, I discovered a very wet carpet. My wife called ***** ******* on December 30. He was apologetic and assured her that it would be fixed. Since it was just a few days before New Years, he told her that he couldn't do anything until after the New Year, which was a reasonable request. On January 6th, she again called ***** who sent one of his folks over to take a look on January 9th. He put a sealant around the drain and told us not to use the shower for a few days. On January 12th we tried the showerit still leaked. The next day, I called to let them know it was still leaking. On January 22nd, my wife called ***** who said he would send the same fellow over take another look and he would have to send the tile man out, who would have to take the tile down and seal it because it had been "improperly installed." On February 26th, I called ***** to find out when this fellow was coming out. On March 4th, he came by and later told us that the shower wasn't waterproofed correctly. He said the tile guy would be coming out. On March 17th, I called ***** to tell him no one had showed up. He assured me that there was a work order on the job and them complained that it was "hard to get these guys to fix things." On March 20th, The tile guy called me and said that he would be over on March 24th to "remove the bottom tiles and seal the leak." He was a no show. I called him that same day and he said he would call me Wednesday to arrange another time. On Wednesday (March 26) he did not call. On March 27th, I called the tile guy and he said that he would come by on Friday, which was the next day. When I got home from work, I saw that he had not stopped by, so I called. He called back and stopped by at around 4:30PM. He and another fellow checked out the shower and finally informed me that the lower wall tiles would have to be removed, the floor tiles would have to be removed, some kind of backing board would have to be replaced, the floor "re-floated" and the whole thing sealed. He told me that ***** would have to order the tile. On April 7th, I talked to the tile guy and he said the tile had been ordered and would be in by the end of the week. He said that he would call and set up a time to come out the next week. On April 15th, I called the tile guy and he said the tile was in and asked if we could wait until after Easter to get started. I agreed. I called the tile guy on April 22nd to find out what was going on. I left a message and have not, as of this writing, received a return call. It is fair to say that we are not satisfied customers.
I want them to repair the shower. Since I have already waited four months and have been unable to use the shower that I paid for, I think that it is reasonable to expect the shower to be repaired within ten working days of the receipt of this complaint. I feel that we have been more than reasonable and patient. We have not even asked for compensation for the carpeting that will have to be replaced due to mold, or for the water damage that was done to other items. We simply want the shower repaired. And if, as it is beginning to appear, Sarasota Kitchen and Bath has no intention of standing behind their product, at least be honest enough to tell me. I await their call. I know they have my number.
This response was provided verbally to BBB:
We have been working with the customer to resolve this issue. It did take a few weeks to find out where the leak was coming from but we did find the leak and will schedule with the customer to complete the repair.
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today (May 30, 2014) the repair has not been completed. As I explained to the owner of the company, when the repair is successfully finished, I will be more than happy to inform BBB that the problem has been resolved, not before.