Complaints

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• Initial Complaint

  Date:06/09/2024

  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.

  Hired Nest Builder to do a full master bathroom renovation. On completion the plumbing that was working before now floods (the toilet, shower and sinks). Nest builder says that it is not there fault and seems uninterested in resolving the issue. They have been paid in full and we have a bathroom we can't use.

  

  Business Response

  Date: 09/09/2024

  We were made aware of an issue with the main drain of the bathroom from the stack. "Slow to drain shower." Also complaints of some high water marks and discoloration on the bew grout. We have cleaned the grout once but it is the high water caused by slow to drain causing the issue.

  We had removed an existing tub and replaced it with a tiled shower in that location during a recent reno. The finishing of the bath is ***% complete per the contract. However the existing drains are slow in the bathroom and after some time running they back up in the shower. 

  That tub had no faucet from possesion by the new and current owners who hired us and have made this complaint. So only cleaning buckets had been dumped in that drain. However the drain does now appear completly clear and there is however a blockage down stream past the toilet in the main line.

  We had our plumber go Friday september *** and snake the shower and sink. However the obstruction appears to be further down the line past the contracted zone of work and possibly where the branches of the bath tie into the main stack/vent.

  Prior to comencing any work during the quoting and design period the homeowner had concerns of a loud noise coming from the pipes in the general area of the upstairs baths that after we had wittnessed we were assuming was a lack of strapping of the main stack in the walls Leading down. However maybe there was an prexisting issue that is causing the bang/thuding and now slow drains and this was a miss diagnosis on Nests part. At that time the homeowner was not willing to commit to opening the walls and retexture of the ceilings for acess to rwmedy the issue so it wasent included in the contract prior to comencment of the work.

  It is unclear as to how or what has caused the slow drainage. We have commited to come with a longer snake and attempt to clear the obstruction. It is possible that paper and solids have dried and formed around a pre-existing partial blockage. It is possible that we have made the issue somehow. However all the branches of the plumbing we worked on were of smaller diameter than the plug location causing the issue which is located in a * to ** diameter piping. 

  We have responded the same day to all of the customers concerns and scheuled trades within the week or early the following week as everyones schedule has permitted for minor warranty issues like grout and caulking touch **** Aswell as this issue.

  We have an additional followup service call as yet without invoicing for this issue and have scheduled two staff to come wednesday this week to remove the toilet and clear the drain. 

  These arrangements were made prior to the filing for the complaint to which this response is directed. We are in good standing with the client, we have been diligent and feel that we are doing our best to service their needs as a company.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  If the bathroom cannot be used as a bathroom after the renovation, then the job is not complete. They have sent people to fix the problem, but still not resolved. They even asked for more money, which was rejected. Spent over an hour trying to find faults in other areas of the plumbing in the house so they could blame the current issue on something else other than themselves. We have a current home inspection from last September stating no issues with the pumping and had tested ourselves since then, and no issues. The renovation was "finished" then we had problems with the bathroom the renovation was done in.

  
  Sincerely,
  
  ****** ******