Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the 20 months since Taylor Home Improvement (THI) started a shower stall remodel, my wife and I have been able to use the shower for a grand total of three months. After three attempts at completing the job correctly that began on 8/16/21, we thought we were finished on 12/16/22 and we fully paid the contract balance. The shower, which was upgraded for their prior incompetence, has a seamless glass door that is supposed to be self-closing. On 03/04/23, we notified *********************, who is their director of interior remodeling who completed the work, that the door required 'considerable force' to open and the self-closing function was not working. He said he would try to stop by on the 6th/7th which he did not. I contacted him on the 8th stating that we were not using the shower for fear of damaging the door. His response was that he just found out that there was a recall on the hinges and THI was reordering new ones. March 9th, **** said that the hinges were ordered. On March 27thI asked for an update. His text said, "The hinges are being shipped and should be any time." What I have later found out is that hinges were sent via two-day air on March 13th! April 3rd, I reached out again, his response was that the hinges were in and he suggested he would 'be by hopefully in the next couple of days.' April 6th, **** texts to schedule a time and April 10th at 3:00 was selected. At the scheduled time, a handyman who was not affiliated with THI came to replace the hinges. He shared with me the ***** box which shows how and when the hinges were sent to THI. **** had no instructions on how the two hinges should work, and more importantly, did not have the correct combination of hinges to make the door work properly. In short, a K1 and K2 hinge is required and **** had two K1 hinges. THI should have recognized this upon their receipt! I explained this to ****, his last response was on the 13th with "Let me see what I can do". Our shower door wont close and now self-opens!

  

  Business Response

  Date: 04/25/2023

  ******************,

  The shower door company apologizes that they packaged the hinge warranty order wrongly by neglecting to include special K2 hinge. We ordered the correct K2 hinge again from them. They have acknowledged that they are sending it to us as quickly as possible. We will contact you upon arrival and hope that you can work out a scheduled time with us to install it.

   

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Obviously, Taylor Home Improvement believes that our complaint was solely based upon the shower door manufacturer sending an improper hinge. (Given our overall lack of confidence by their prior inactions and mistakes, why would we even believe that they correctly ordered what was necessary in the first place?) Essentially, *** is saying they are not culpable for their lack of urgency in this matter or their outright and constant misinformation and apparent lies to us. In addition, they seem to forget that given their 'expertise' they could have easily determined at the time that the package was delivered that one of the hinges provided by the manufacturer was incorrect. Instead, they apparently waited weeks to even acknowledge the package was delivered. We don't see this as a problem created by the manufacturer as THI seems to believe. Nor do they realize that they sent out a sub-contractor who should have recognized the problem immediately had he had the proper instructions. Given all this, we'd like to know the date the hinges were ordered from the manufacturer who, with the prior delivery, used ***** two-day air. Instead of mid-March, due to their lack of oversight, the problem with the incorrect hinge was finally diagnosed on April 12th. Based on the prior timeline, had THI acted with any sense of urgency, the proper hinge would already be here! This would be especially true considering the manufacturers acting "as quickly as possible." We don't see the manufacturer as the sole entity that needs to apologize. 
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 05/04/2023

    OVE decors, the manufacturer of the shower door/****** and THI apologize for the incorrect hinges being sent to replace the faulty hinges covered by the warranty of OVE Decors. The correct hinge, K2, (box opened and confirmed) arrived today. We will deliver the K2 hinge to ****************** on Friday(next day) at approx. 1;45 PM.  ****************** has been sent an e-mail informing him of this and providing the contact information of OVE Decors for any further warranty issues and for reimbursement for any cost for installing the K2 hinge.

   

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  After leaving a pair of hinges on our front porch, Taylor Home Improvement (THI) believes that they have somehow been absolved of their responsibilities for the warranty for Job ****. We disagree and request that *** immediately arrange for the proper hinge to be installed under their Companys Craftmanship Warranty and their work and workmanship warranty. Weve attached the email from ***** Taylor referenced above which states, The hinge and its install is covered under warranty. We agree, but its THIs warranty under which we are covered. The email also states, If you incur any cost doing the install contact OVE Decors for reimbursement. If Mr. ********************* statement is true, then THI can be reimbursed for their costs to install as well. Weve attached a copy of the Warranty for ***************** 48 which was purchased by THI.The 4th bulleted point provides for a limited warranty for defects to hinges. However, the description is that Ove warrants to the original retail purchaser. Given their actions in providing THI with replacement hinges, multiple times, Ove is acting correctly, that THI is original retail purchaser. (The picture of ******** 48 shower door in Mr. ********************* email from September 16,2022 (attached) implies, as did conversations, their purchase would be from Lowes.) Also, the most recent Sales Invoice (attached) lists THI as Bill ** and Ship ** party, not **. We appreciate THI getting the proper hinges, per Oves warranty; The warranty is applicable only to the first retail purchaser.Transferability: This warranty is not transferable, which is consistent with how Ove has treated THI. Given that the necessary parts are now finally available, the work and workmanship' warranty THI provides places the responsibility squarely on them. THI has acted as if their warranty was in place until our complaint. The handyman they sent, acting as THIs agent, didnt have the proper hinges or instructions and at THIs direction completed the wrong work. 
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 05/30/2023

  The warranty replacement hinge (K2) has been installed and accepted as working well by ******************. Issue is resolved.