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:10/17/2025

  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.

  This is a follow up to a previous complaint now that the issue has been investigated. I had T&H renovate our master bathroom in 2023. In 2025 I find the shower is leaking and threatening to fall into the dining room below. I had two different bathroom contractors look at the issue and hired one to repair the damage. Cost was $3,900. I am not a contractor, but this is what they told me were some of the issues.
  1. T&H cut into a large supporting beam underneath the shower and did not add extra supports.
  2. T&H used inferior subflooring (OSB) instead of plywood or something stronger, as reported to me by the contractors.
  3. They should have installed a metal pan or a PVC mat underneath the tile to seal around the drain. Neither were evident. The contractor found Styrofoam, which he assumed came with the drain assembly. Because the subflooring was weak and they used Styrofoam, the floor actually bent when used. One of the contractors suggested that loosened the grout in the floor, and with no lining, water was able to leak onto the OSB and ultimately through to the dining room ceiling.
  4. I was told the pan/lining should have come up the wall about 5 or 6 inches or as high as the curb. There was no pan/lining evident.
  The new contractor added 2x4s to support the beam under the shower, replaced the subfloor with plywood, cut back the bottom of the wall tile and installed a PVC lining. He also added a mud layer and used extra sealant on the floor tiles as an extra precaution. We monitored the shower for several weeks through the hole in the dining room ceiling and it was determined it is not leaking. The contractor also reinstalled the door correctly so it does not leak on the bathroom floor as it used to. These people need to be stopped before someone is injured, or worse! It is not apparent they follow standard building procedures.

  

  Business Response

  Date: 10/27/2025

  To whom this may concern,We appreciate the opportunity to provide our perspective regarding this project. T&H Home Improvements completed Mr. ****’s bathroom renovation over two years ago, with full payment received and no disputes at the time. Our one-year workmanship warranty has since expired.Mr. **** first notified us of any issues more than two years after the project was completed. As stated in our previous response to his public review, we promptly emailed him after receiving his message and offered to inspect the shower and address any legitimate concerns at our cost. Unfortunately, he declined to schedule an inspection or respond to our offers. We were fully prepared to make any necessary repairs to ensure the work met both our standards and his satisfaction, but we were never given the opportunity.Based on the photos provided by Mr. ****, it is clear that the shower was originally installed using the Schluter waterproofing system, which is widely recognized as the industry leader and most trusted manufacturer of waterproofing products for tile installations. The pre-sloped shower pan and orange Schluter-KERDI membrane—remains of it are visible in his own photos—are designed to prevent water from penetrating the subfloor by channeling moisture directly toward the drain. When installed correctly, as was done in this case, the system provides long-term durability and protection against leaks.The photos also show that moisture was localized only around the linear drain area, indicating that the issue likely resulted from natural degradation of the silicone sealant applied at the drain joint rather than from a failure in the waterproofing system itself. This is a normal maintenance item with any linear drain—silicone can deteriorate over time due to cleaning agents, soap residue, and regular water exposure. In fact, the “after” photos provided appear to show that new silicone was applied in the same location, confirming that this was a sealant maintenance issue rather than a structural defect.Not only has the one-year workmanship warranty expired, but another contractor has also since altered or replaced portions of the original installation. For these reasons, T&H Home Improvements cannot be held liable for the current condition of the shower or for any subsequent work performed by others. When Mr. **** first contacted us, we responded by email the same day and offered to inspect the issue and resolve it at no cost if it was related to our workmanship. Unfortunately, we never received a reply or an opportunity to visit the property—only additional online reviews were posted in response.T&H Home Improvements remains committed to providing quality workmanship and acting in good faith whenever an issue arises. We take pride in running our business with honesty, integrity, and fairness—values rooted in our faith in Jesus Christ.