Aurand and Associates Construction Reviews (%countItem)
Aurand and Associates Construction Rating
Address: 1102 N Reynolds Road, Toledo, Ohio, United States, 43615
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+1 (419) 866-6809 |
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Had a leak beneath toilet that they installed go on for 18 mos. *** put hole in ceiling to find leak to repair. He did not repair the hole.
We noticed black mold on ceiling beneath where new toilet was installed in November 2015 by AAA Construction/***. I took the end of a broom handle and it easily made a hole in ceiling. I texted *** photos on 10/8/16 of the problem. He came to our home on 11/9/16 and all he did was remove toilet. When I looked at the flange I took a photo and to me it looked like the wrong size. I said something to *** he looked at me funny and just shook his head. I Thought maybe this could be the reason water was leaking?
He had a man come in to fill the hole, job wasn't done very well, but it was filled. Within a month, it was getting brown around the edges and not looking good again. Naturally, we assumed it was leaking again. I texted & emailed *** 5 times (12/15/16, 1/15/17. 2/27/17, 6/1/17, 6/13/17,) before he finally came out in August 2017 to fill/repair hole again. The brown stain started to come back in November 2017 & by 12/4/17 it was getting bigger, much bigger than it was the first time (again, I have photos) I called *** 5 times between 11/8/17 and 12/17/17 to look more in depth at this because it was obvious there was still an active leak since it kept coming back.
In early 2018 I called or texted on 1/21/18, 1/31/18, 2 times in Feb 2018, emailed 4 times in March 2018, 4/1/18. Finally I asked my husband to call him because I was clearly being ignored by ***. *** called on 4/5/18. On 4/9/18 *** told *** he would come out to the house on 4/11/18 which he did. This is when the plumber was with *** and they took toilet off said no leak there, and I said maybe the leak is in the pipes underneath. We also couldn't use the toilet anymore, it wouldn't flush... *** did nothing about this. *** said he'd have to cut a hole in our ceiling. I said fine because this has been going on way too long and obviously there is a problem underneath the toilet and why the stain keeps appearing on the ceiling beneath the toilet. As soon as he cut hole in ceiling, there was the leak. I have video and photos.
When he left he said nothing about repairing hole and naturally I asked when he could fill the hole in my ceiling. He said a couple of weeks. I never heard from him (the usual) so I called, texted, emailed starting on 5/1/18, 5/8/18, 5/16/18, 6/13/18, 6/26/18, 7/9/18, 7/17/18, 7/23/18. I gave up for a while and *** texted him in December 2018. Still nothing and hole has been in ceiling for 8 months.
On January 4, 2019 I thought I'd stop in to ***, which is where we got this contractor, ***, and told *** the story. He got *** on the phone. *** "talked" ... rather talked very loudly to *** for 8 minutes (I timed it) who could not get a word in. I felt bad for ***. After *** hung up he said that *** won't do the work and wants nothing to do with us.
The next day on 1/15/19 I called *** and got his voice mail of course, and said that I'm giving him 5 business days to contact *** (since he didn't want to deal with me) to get this hole repaired and if I didn't hear back that I'd be contacting the Revdex.com. We never heard from him.
The reason why I'm finally contacting you is that a week later *** went in to Toledo Hospital for what we thought wasn't going to be a big deal with a stent he had put in about 13 years ago to the artery going to his kidney. Long story, but he had to be hospitalized because he has chronic kidney disease stage 3 and certain levels of bloodwork were not good and they had to treat him so he didn't go into kidney failure. I would have contacted you, Revdex.com, sooner but between his health, my health, and both of our jobs, just like anyone else, we had a lot going on. And this whole ordeal with *** has been stressful, and we just needed a break. PS I tried attaching about 40 photos of everything below, but not sure if it went through
put a hole in our ceiling and all we want is for the ceiling to be repaired. Who puts a hole in someone's ceiling and then doesn't repair it??
This is in response to case # ***.
The customer signed a contract on 9/24/15 to perform a bathroom remodel. She immediately broke the contract when she failed to remit payment upon completion as the contract stated. She provided an excuse that she did not have the money to pay. In order to maintain good customer service, we waived all late penalties and interest charges for approximately 6 months to accommodate her situation. When the customer contacted me about a concern, approximately a year later, I followed up at her request. It was determined that the toilet was detached from the flange for an unknown reason. We reset the toilet, installing new bolts and wax ring and showed her that it was solid and tight once again. We also fixed the hole that she created with the broom handle even though this was beyond the contract. Her mannerism was quite belligerent and demeaning the entire time even though it was not proven to be a fault with installation. We did all this with no cost to her.
She requested us to her house again on 4/11/18. Again the toilet was detached from the flange and we could see that it was cracked where the bolts go through to mount the toilet. It was my assessment that there may have been some misuse and unnecessary stress on the toilet. It was at this point that she disclosed that she had a plumber/friend look at the toilet and he mentioned that the PVC was not correct. The only way for him to make that determination was if he detached the toilet which would void any warranties provided by us. The PVC that was used is the standard code size and matches the rest of the plumbing in her house. Although she admitted that she had another plumber we again reset the toilet with new bolts, wax ring and this time a repair flange with steel ring to fix the broken flange. It was against our advisement to cut a hole in the ceiling but she was insistent saying that her plumber/friend was correct and that she wanted proof. Again her mannerisms towards me and my plumber were belligerent and demeaning. She was told that cutting the hole would result in additional charges because it was not necessary and we could see that the leak was caused by the broken flange.
In closing, I would just like to reiterate that the customer originally broke the contract when she did not make payment as agreed and she voided any warranties when she had another plumber on the job. We went above and beyond to try and make the customer happy with no success. The end result was for AAA Construction to surrender all the extra charges and not perform any more free services.
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to ***'s Business Response, I need to correct inaccurate items he provided.
1. His words: she immediately broke the contract when she failed to remit payment.." *** couldn't begin work on our bathroom remodel until November 2015. Total amount we were to pay was $14,081.42. I paid a deposit on 11/3/15 of $500 ck# *** as a deposit to get the work going. I then paid $12,081.42 on 1/18/16 ck #*** with a balance of $2,000 due. I asked at this time AFTER the work was done NOT at the beginning as *** said, and did so because my father who we took care of for years, was dying from Alzheimers. I asked if we could pay $1,000 in February and $1,000 in March. He verbally said yes and there would not be any additional fees. I paid $1,000 on 2/9/16 ck #*** and the final $1,000 on 3/22/16 ck #***. Lesson learned - get it in writing.
2. Within months of the bathroom remodel we noticed a stain on the ceiling in our laundry room which sits directly beneath the bathroom toilet that was installed. In October 2016 which was 11 months and within the 1 year time frame of the warranty I contacted *** to come out. He said my manner was belligerent and demeaning. If I had any negativity going on, it was because it took an entire month for him to come out as I notified him on 10/8/16 and did not come out until 11/9/16. I was frustrated it took that long because the leak was getting bigger.
3. *** said I requested him to come our to our home again on 4/11/18. He failed to state how I contacted him starting in December 2016 and all the way through 2017 until he FINALLY came out in August 2017. I had to do this because the stain came back which told me there was an active leak. He did nothing with the toilet and he hired a different guy then the first time to drywall the ceiling. By November 2017, the stain was MUCH bigger and that Obviously meant there was still an active leak. I have photos of all of this.
4. I called 5 times between November and December 2017 and he never got back with me. In early 2018 I called or texted or emailed him 8 times. I finally asked my husband to called and THEN *** finally responded.
5. *** finally got to our house on 4/11/18. I need to add here, he came in our home with a very nasty attitude and yelled at me about the lights that stopped working which was something else I reported. He yelled at me to say we should have known better what kind of light bulbs to get based on the switch that was installed. We had no idea what kind of switch and that certain lightbulbs should be used. He TOTALLY belittled me and I had to tell him a few times we didn't know and he kept going on.
6. He falsely said in his response "the toilet was detached from the flange and could see it was cracked..." This is not what I was told and not what the plumber said.
7. He also falsely said that I "...disclosed that she had a plumber/friend look at the toilet and mentioned the PVC was not correct... the only way for him to make that determination was if he detached the toilet..." This did NOT occur. I showed photos I took from the first time *** removed toilet to a plumber friend of a friend of mine, and to see what his assessment was. Again, NO ONE removed the toilet and did anything.
8. ***'s order of when the hole was cut in ceiling and the repair is backwards. We all agreed that we needed to see if there was an active leak in the laundry room beneath the toilet. *** said the only way to know is if we cut a hole in the ceiling. He was very angry and frustrated, it was all very intense. He went down and cut about a 12"x12" hole. He did this BEFORE the new flange and wax ring was installed by the plumber. I have several photos of the work as well as video to prove the order of how it happened. NOTE: the new flange and wax ring was BIGGER and the leaking stopped. Again, to recap in order:
1. Toilet removed
2. Cut hole in ceiling
3. Put new larger flange and wax ring in - leak stopped. If this would have happened the first time he came to our house in 2016, we wouldn't be here making this report.
I never stated about wanting proof. The reason for cutting a hole was to see if there was a leak and we could all see water drops. Thus the reason for the stain. *** NEVER said anything about charges and that it wasn't necessary. As he was leaving I asked when he could get someone out to repair the hole. He said a couple of weeks. We contacted him about 10 times and no response. He obviously had no intention of ever repairing the hole.
In summary, I was completely taken aback when I read ***'s response because it isn't how it happened. The whole job (there were other things he needed to come back for) was a stressful event. I don't even need this to go on the Revdex.com website. I just want someone to know the truth. In the beginning I wanted to be able to recommend his business. It's all unfortunate and I think could have been avoided if the Larger flange and wax ring was put in the first time when there was a leak. I even suggested that, and he completely blew me off.