ComplaintsforFaber Builders, Inc.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our new build, with ONE year warranty. We are eight months into living here and have had over a handful of issues with no resolution. Our garage roof started leaking through the garage light and many other areas within the roof in July, we spoke with FABER warranty department and they had someone out to "fix" the leak in the roof. We were told it was the flashing and it was fixed. We have had torrential downpours today and again, our garage ceiling is leaking in the exact same spot. Drywall is saturated. Two weeks ago the master bedroom carpet was soaked where the wall butts against the bathroom wall. Warranty department was called and sent out a plumber who stated it was from improper seal around the tile/tub area. All water that gets on the floor flows down through the subfloor and into the master bedroom. FABER blamed my nine year old son, instead of fixing the problem. This is now turning into potential water damage/mold situation. Emails saved as documentation.

  

  Business response

  10/04/2021

  We are in receipt of the response submitted by Mrs. ******* ******. We will be responding with further details and findings once we have thoroughly investigated the complaint received from Mrs. ******. 

  

  Business response

  10/08/2021

  We have thoroughly reviewed the complaints received by Mrs. ******* ******. There have been several recent emails received from Mr. ***** ****** regarding two issues in his home. Upon receipt of receiving all emails from Mr. ***** ******, Faber reviewed in a timely fashion according to the urgency of the emails. No emails have been received from Mrs. ******* ******, all correspondence has been reported by Mr. ***** ******. Below is the detailed list of events that have transpired regarding the two complaint items reported.
  
  
  Garage Ceiling Leak Report #1 7/14/21:
  7/14/21 Email received from ***** ****** regarding puddle on garage floor, staining on the ceiling drywall and water inside a light fixture. Homeowner indicated the roof is leaking somewhere.
  7/14/21 Site supervisor visited home to review the leak issue.
  7/17/21 Issue deemed as non-emergency
  7/26/21 Email received from ***** ****** confirming site supervisor, Josh Z. came out and found the area that was missing flashing and had corrected that. Mr. ****** expressed concerned that he has been told that moisture in the ceiling from the rain could potentially cause black mold and it was now compromised. Mr. ****** requested damaged drywall to be completely replaced to prevent black mold from forming and to ensure that it was repaired properly.
  7/26/21 Warranty Service followed up with the site supervisor who made the repair and contacted Mr. ****** with his findings from his review. Mr. ****** was informed since the repair was made, no additional leak had taken place. The drywall was pulled down to ensure there was no moisture present on the drywall and there was no issue with mold. There was no need to replace the drywall at this time and he would re-tape mud the repair as necessary.
  7/26/21 Email receive from ***** ****** rebutting the comments disagreeing with the findings and review of the drywall and wanted to document that the same amount of rain had not been received since the leak had been repaired.
  
  Bathroom Toilet Leak Reported 9/21/21
  Saturday 9/11/21 - Email received from ***** ****** stating his wife noticed clothing on the floor was wet along with the carpet and floorboard. The portion she noticed this is on the wall shared by the 2nd floor main bathroom. Mr. ****** requested Mrs. ****** pull back the carpet to see if the subfloor and carpet pad were wet which it was. Mr. ****** informed warranty service that it was about a 6’-8’ section that was wet. They believed there was a leak under the sons bathroom toilet. Mrs. ****** checked a small portion of the tile grout around the toilet and it was wet. Homeowners turned off the water and discontinued use of that bathroom. Mr. ****** stated the drywall did not appear to be wet and it was just on the floor.
  Saturday 9/11/21 - Mr. ****** was advised by site supervisor, Ray Garcia to contact ******** for the leak.
  Monday 9/13/21 – Warranty Service followed up with Mr. ****** to see if ******** was able to visit his house over the weekend and determined their findings. No response was received from Mr. ******.
  Monday 9/13/21 – ******** Plumbing informed warranty service of call received from Mr. ****** on 9/13/21 regarding leak in the 2nd floor main bathroom. Bathroom was already inspected that same morning the call was received. ******** Plumbing reported “Ticket #134586 ***** ****** (** *********** ********* ***********) called us this morning regarding a leak in the main bath.  We already inspected the bathroom today.  The tech found no plumbing issues.  Brandon wanted me to communicate with you that the tile installer did not caulk around the tub when the tile was installed, specifically at the floor.  Also there is a “fabric” shower curtain that will retain water and drip onto the flooring if soaked thru.  This main bathroom is occupied by their 8 year old son – so splashing may be an issue.
  9/13/21 Warranty Service followed up again with Mr. ****** to confirm ******** Plumbing findings following their visit
  9/13/21 Mr. ****** replies that he agreed after ******** inspected that it was not the toilet. Mr. ****** was advised by ******** Plumbing that Faber failed to caulk around the tub and that caulk was required to prevent water seeping under the floor which then causes the leak. Mr. ****** stated the tech pointed out water stain along baseboard. Mr. ****** said Faber needs to come caulk around the tub to prevent further damage and reinstall carpet along side the wall where it had to be pulled up to prevent mold.
  9/15/21 Emails & photos under review by Faber & ********.
  9/21/21 Mr. ****** contacts Warrant Service again regarding update
  9/21/21 Warranty Service replied to Mr. ****** that we were reviewing his issue and would like to have ******** come and review the flooring
  9/21/21 Mr. ****** replied with his availability to have ******** review the floor
  9/27/21 ******** representatives attended appointment at Mr. ****** house
  10/7/21 Warranty Service reached out to Mr. ****** regarding ******** inspection of flooring & findings.
  As the standard practice there is no silicone seal applied at the tub/tile joint. The grout installed still appeared in tack and they found no issue with the grout at the tile tub area. Although this is not the preferred method, we can have the service technician apply a silicone seal at the tub/tile joint. This application is NOT waterproof but water resistant. This application will require continuous homeowner maintenance and may need to be re-applied during the duration of your homeownership. If excessive amount of water does get on the floor during use of the tub/shower unit it may be possible for water to still find its water between tile and walls depending on the quantity of water spilled onto the floor. To prevent further damage, it is highly recommended a proper shower curtain be used. It should be long enough to fully remain inside the tub unit preventing leaking of water onto the floor outside the unit. ******** Plumbing previously recommended the use of a plastic shower curtain vs. fabric and install tub corner protectors to help prevent future water leaks from the tub along with an absorbable floor mat.
  At the time of their inspection there was no wetness or mold found. As a precaution an antimicrobial can be applied to the area before the carpet is re-tucked should you want that applied. The padding was deemed reusable and no flooring would need to be replaced. Although this was not a warranty issue we can have ******** re-tack the carpet that was pulled up back under the baseboard. No additional issues were found with the flooring and no additional work would be required for this repair.
  10/7/21 Homeowner had agreed to not apply any silicone seal at this time – will keep an eye on area and will be installing corner protectors as recommended. Faber officered to review at 12 months if necessary. Faber to apply anti-microbial prior to ******** reinstalling carpet. Faber scheduled install of anti-microbial.
  10/8/21 Garage drywall at ceiling replaced and anti-microbial applied. ******** to move forward with scheduling carpet re-tucking.
  
  
  Garage Ceiling Leak Report #2 9/23/21:
  9/23/21 Mr. ****** emailed with second report of garage ceiling leak. Email received at 8:41 am.
  9/23/21 Site Supervisor, Josh Z. responded as soon as possible and was at the house by 10:00 am to review
  9/24/21 Site Supervisor, Josh Z. reported he repaired what he determined the remaining leaking area. Found 2 areas missing step flashing. Pulled it apart and added flashing where needed. Was going to wait until next heavy rain before repairing drywall again.
  ***No reports of garage ceiling leaking reported since last repair was made***
  10/4/21  – Two week follow up by Site supervisor - Contacted Mr. ****** to ensure no new leaks following heavy rainfalls.
  10/4/21 – Mr. ****** confirmed no new issues
  10/7/21 – Warranty service contacted Mr. ****** to schedule replacement of garage ceiling drywall
  10/7/21 Mr. ****** confirmed area had remained dry and ready to proceed with drywall replacement
  No additional issues were brought to our attention. All issues have been resolved with Mr. ****** directly

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