Cary contractor resolves member’s complaint regarding faulty shower

Cary contractor resolves member’s complaint regarding faulty shower

Member Complaint

I hired Project Services of Cary, North Carolina, to install a tankless water heater, a pipe to the master bath and all the rough-ins for a spa shower system.

The initial estimate and installation went well. They assured me they were familiar with my Moen shower system.

The problems started as they were finalizing the job. I paid in full, but the next morning, the shower started leaking. I contacted Project Services, and they sent a contractor to fix it. He told me the leak was due to a straight pipe they used rather than a slanted one, replaced the pipe and left.

I had tile installed a few weeks later. When I went to install the handles, it turned out the entire job was done incorrectly. Water was coming out of the shower and tub at the same time.

After spending significant time and effort researching it and speaking with Moen, I ascertained that the tub spout wasn’t the problem. However, when someone from Project Services came, he looked at the tub spout and said it was Moen’s issue.

After staying firm and pointing out that the problem happens whether the tub spout is connected or not, he finally took me seriously. He left my home, never saying when he would be coming back.

After numerous phone calls with their scheduler, I was told that they needed to rip the walls open and redo the piping, and they couldn’t fit that into their schedule for nine days.

Waiting that long for them to fix their own work is unacceptable.

I want a full refund to hire a new plumber or for them to return promptly to remedy the shower situation.

Lori Verni, Holly Springs, North Carolina

Provider Response

We are sorry for the problems this member experienced.

We first wanted to completely understand the issue by looking at the project, talking to our employee about their work and talking with the manufacturer of the plumbing products before scheduling to resolve this issue.

We are currently working toward this. We feel the technical problems have been identified and plan to have the tub spout working properly soon.

George Oman, owner

Status

Resolved

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Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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