Wells Brothers Construction Inc.

In July 2013 Wells Brothers constructions remodeled the Customers bathroom and did set Tile. Our normal warranty is 1 year from the completion date, but will normally address any issues if we deem it to be the fault of Wells Brothers craftsmanship with a reasonable time frame.The customer states...

that the issue occurred one month after the installation of the tile. If this occurred at this time, Wells Brothers was never notified and as a matter of fact I was asked on two different occasions to do other projects on her house. I was texted and asked if I would be interested in installing a tile backsplash in her kitchen and in a separate text I was asked if I had time to install a kitchen floor. If the bathroom tile had been cracked in the time frame stated we would have definitely addressed the concern and made it right to the customer.The first time I was made aware of the tile being cracked was 10-11-2015 when I received a text from the customer with 3 separate pictures with no explanation of what they were. I contacted the customer who had stated that three tile were cracked in a straight line. We told the customer we would take a look at the situation.In late October early November 2015 we took a look at the situation (out of the warranty period), because as I stated previously we will address any issue within a reasonable timeframe. The customer is correct the tile is cracked and we told her we would replace the tile sometime throughout the winter months. However, if we open up the wall and find the problem not to be the fault of Wells Brothers Craftsmanship but rather another underlying cause, we would need to charge the customer for the labor and material of the job. The customer was told that some underlying reasons could include, possible termite damage, house settlement, or someone drilling in from the outside of the structure hitting the wall stud and cracking the tile. We will not be able to determine this until we remove the tile and were able to look inside the wail.It is still winter and I am going to look at the problem this weekend 3-13-2016. However, I do not believe we are going to find out that the problem was the fault of Wells Brothers Const. If it was, we will gladly remedy the situation. If it is caused by circumstances outside the control of Wells Brothers Construction I will need the charge the customers Time and Material to complete the work.Below are the Text message interactions between the customer and Wells Brothers Const.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Only time will tell.
Regards,
[redacted]

In July 2013 Wells Brothers constructions remodeled the Customers bathroom and did set Tile. Our normal warranty is 1 year from the completion date, but will normally address any issues if we deem it to be the fault of Wells Brothers craftsmanship with a reasonable time frame.The customer...

states that the issue occurred one month after the installation of the tile. If this occurred at this time, Wells Brothers was never notified and as a matter of fact I was asked on two different occasions to do other projects on her house. I was texted and asked if I would be interested in installing a tile backsplash in her kitchen and in a separate text I was asked if I had time to install a kitchen floor. If the bathroom tile had been cracked in the time frame stated we would have definitely addressed the concern and made it right to the customer.The first time I was made aware of the tile being cracked was 10-11-2015 when I received a text from the customer with 3 separate pictures with no explanation of what they were. I contacted the customer who had stated that three tile were cracked in a straight line. We told the customer we would take a look at the situation.In late October early November 2015 we took a look at the situation (out of the warranty period), because as I stated previously we will address any issue within a reasonable timeframe. The customer is correct the tile is cracked and we told her we would replace the tile sometime throughout the winter months. However, if we open up the wall and find the problem not to be the fault of Wells Brothers Craftsmanship but rather another underlying cause, we would need to charge the customer for the labor and material of the job. The customer was told that some underlying reasons could include, possible termite damage, house settlement, or someone drilling in from the outside of the structure hitting the wall stud and cracking the tile. We will not be able to determine this until we remove the tile and were able to look inside the wail.It is still winter and I am going to look at the problem this weekend 3-13-2016. However, I do not believe we are going to find out that the problem was the fault of Wells Brothers Const. If it was, we will gladly remedy the situation. If it is caused by circumstances outside the control of Wells Brothers Construction I will need the charge the customers Time and Material to complete the work.Below are the Text message interactions between the customer and Wells Brothers Const.

Review: Back in July of 2013 the Wells Brothers did a bathroom for me. They were also my neighbors, so I knew them. All was satisfactory until the tile in the bathroom started to crack. When I attempted to contact them I never got a response. Finally at the end of October of 2015 was able to talk with the one brother and he came out to look at the problem. Said they, meaning he and his brother would come in January to fix the issue. Told me to get the materials that would be needed and I did. Never heard from them. They never answered my text. I also called the company from where I purchased the ceramic tile and they told me if the wall surface behind the tile isn't level the tile will split/crack. That's what it did. Even if they repair the tiles it will only crack again because there is a problem with the wall behind the tile. The whole wall needs to come down and be repaired.Desired Settlement: I just want this bathroom resolved. I am not paying for whatever mistakes they made.

Business

Response:

In July 2013 Wells Brothers constructions remodeled the Customers bathroom and did set Tile. Our normal warranty is 1 year from the completion date, but will normally address any issues if we deem it to be the fault of Wells Brothers craftsmanship with a reasonable time frame.The customer states that the issue occurred one month after the installation of the tile. If this occurred at this time, Wells Brothers was never notified and as a matter of fact I was asked on two different occasions to do other projects on her house. I was texted and asked if I would be interested in installing a tile backsplash in her kitchen and in a separate text I was asked if I had time to install a kitchen floor. If the bathroom tile had been cracked in the time frame stated we would have definitely addressed the concern and made it right to the customer.The first time I was made aware of the tile being cracked was 10-11-2015 when I received a text from the customer with 3 separate pictures with no explanation of what they were. I contacted the customer who had stated that three tile were cracked in a straight line. We told the customer we would take a look at the situation.In late October early November 2015 we took a look at the situation (out of the warranty period), because as I stated previously we will address any issue within a reasonable timeframe. The customer is correct the tile is cracked and we told her we would replace the tile sometime throughout the winter months. However, if we open up the wall and find the problem not to be the fault of Wells Brothers Craftsmanship but rather another underlying cause, we would need to charge the customer for the labor and material of the job. The customer was told that some underlying reasons could include, possible termite damage, house settlement, or someone drilling in from the outside of the structure hitting the wall stud and cracking the tile. We will not be able to determine this until we remove the tile and were able to look inside the wail.It is still winter and I am going to look at the problem this weekend 3-13-2016. However, I do not believe we are going to find out that the problem was the fault of Wells Brothers Const. If it was, we will gladly remedy the situation. If it is caused by circumstances outside the control of Wells Brothers Construction I will need the charge the customers Time and Material to complete the work.Below are the Text message interactions between the customer and Wells Brothers Const.