Riverbank Custom Homes

I had two bathrooms remodled by Riverbank Homes. Shortly after one of the bathrooms walls and ceiling began to disinegrate. May of 2009 I paid nearly $12,000 to Riverbank Homes to remodle my master bathroom in my home. I was happy with the work and then hired them to do another bathroom. There were some problems with the proper insulation of the tub in the 2nd bathroom. The owner attempted to fix it but cutting holes in the sub floor below the tub from the basement below and spraying foam into the area below the tub to better insulate it thus reducing shifting of the tub and subsequent noise from shifting. The tub still makes noise till this day but I feel [redacted] did his bestTo resolve the issue and I told him the shifting and noise had improved to my satisfaction. Shortly after this repair to initial construction of the 2nd bathroom I noticed that the paint in the ceiling of the master bath was slightly peeling. I asked [redacted] to come and look at it and he did. He told me I was not running the ventalation fan enough in the bathroom and it was causing moisture build up. I began running fan and still ceiling peeled. In the last year the walls near the bathtub have begun to peel and now are crumbling. I have been told there is a moister barrier problem related to initial remodle and I have contacted [redacted] (owner of Riverbank Homes) twice without any acknowlegement or reply. I have called both numbers on website and also texted [redacted] providing pictures that detail damage. This issue has only gotten worse since I first brought it to [redacted]'s attention and has now progressed into wall and ceiling coming apart.Desired SettlementI would simply ask that walls and ceiling be repaired of moister damage. This hasnt happened in other bathroom that was remodled by Riverbank homes although the 2nd bathroom was supervised more closely by [redacted]. I would like the walls and ceiling in the master bath repaired and them fixed to bring up to standard so that this problem with walls falling down doesn't occure again.Business Response As noted in the complaint, the project in question was completed over 5 years ago. The homeowner has contacted Riverbank numerous times since project completion to inquire about additional work and questions about basic home maintenance. We have consistently given contractor references, answered construction related question and just general maintenance advice as an effort to serve a past client. The first issue that the complaint referenced was not an insulation issue as stated. It was an issue with the tub being of inferior quality. Riverbank staff strongly recommended that the homeowner select a higher quality bathtub but the client declined for cost reasons. As feared, the tub that was installed squeaked when weight was applied. We volunteered to reinforce the tub with rigid foam insulation to minimize the noise. The client acknowledged that the issue was not caused by improper installation and was appreciative of our efforts to lessen the sound. Just recently, the homeowner reached out to us with concerns about deterioration of some paint and drywall in the bathroom. The client and I consistently communicated through the holidays and solidified a time to investigate the issue in person. Upon investigation, the ceiling paint damage appeared to be the classic signs of moisture build-up over 5 years of use, without operating the exhaust fan. Although now a rental property, the homeowner insisted that the exhaust fan was being operated during and after each use of the shower. Despite being well outside of warranty period and evidence of poor maintenance, Riverbank volunteered to repair the ceiling issue.In that same bathroom, there was an area of drywall deterioration beside the tub. It was clear that the silicone at the base of the shower enclosure had been worn away and water was flowing under the channel and saturating the drywall. We communicated the findings to the client and again explained the responsibility of a homeowner to maintain caulk in and around tubs and showers. Once again, Riverbank volunteered to repair the resulting damage at no cost to the homeowner. Within 30 days of receiving an initial text message from client, Riverbank had requested and received pictures, conducted a site visit, communicated findings and executed repairs at no cost to the client. As described, Riverbank has made every effort to maintain a positive relationship with our past client and provide service well beyond the warranty period.Consumer Response BELOW I HAVE COPY/PASTED RBH'S REPLY TO MY INTITIAL COMPLAINT AND WILL ADD MY RESPONSES/CORRECTIONS IN CAPITAL LETTERS. THE ISSUE HAS BEEN RESOLVED TO MY SATISFATION AS OF TODAY AND I AM GRATEFUL THAT AFTER 2 PRIOR ATTEMPTS TO RESOLVE THIS ISSUE INCLUDING BELOW I HAVE COPY/PASTED REPLY TO MY INITIAL COMPLAINT AND WILL ADD MY RESPONSES/CORRECTIONS IN CAPITAL LETTERS. THE ISSUE HAS BEEN RESOLVED TO MY SATISFACTION AS OF TODAY AND I AM GRATEFUL THAT AFTER 2 PRIOR ATTEMPTS TO RESOLVE THIS ISSUE INCLUDING ONE IN PERSON VISIT FROM THE OWNER HE AND DID RESOLVE IT. I WANT TO BE CLEAR THAT I MADE TWO ATTEMPTS PRIOR TO FILING COMPLAINT THAT WENT DISMISSED A YEAR PRIOR AND WHEN I FILED COMPLAINT WITH Revdex.com THE PROBLEM WAS REPAIRED IN FULL WITH EVEN A COURTESY OF FIXING PARTS THAT THEY WERE AT NO FAULT FOR. SEE IN LINE RESPONSE DETAILED BELOW:As noted in the complaint, the project in question was completed over 5 years ago. The homeowner has contacted Riverbank numerous times since project completion to inquire about additional work and questions about basic home maintenance. We have consistently given contractor references, answered construction related question and just general maintenance advice as an effort to serve a past client.YES, THE RELATIONSHIP WAS TRUSTED AND PROFESSIONAL AND I CONTINUED TO USE RBH'S FOR FUTURE REFERENCES. I HIRED THEM FOR CLOSE TO $40 IN WORK ON MY HOME AND THUS THEY WERE MY GO TO FOR RECOMMENDATIONS. The first issue that the complaint referenced was not an insulation issue as stated. It was an issue with the tub being of inferior quality.NOT TRUE, ALTHOUGH AS STATED, THIS WAS RESOLVED TO MY SATISFACTION THE FACT IS THAT THE TUB I PICKED OUT AT HOME DEPOT WAS DEEMED NOT TO BE SUITABLE FOR THE JOB BE THE OWNER OF RBH'S. HE ON HIS OWN PICKED OUT A 3 PIECE TUB FOR INSTALLATION AND INSTALLED THAT TUB. IT WAS NOT AN ITEM I PICKED OUT, THAT ONE WAS RETURNED AS IT WOULDN'T SUITE THE NEEDS OF THE PROJECT DUE TO SIZE. THE TUB THAT IS INSTALLED WAS NOT SEEN OR PURCHASED BY ME UNTIL IT WAS INSTALLED AND I WAS TOLD THAT A 3 PIECE TUB WAS NEEDED. NON THE LESS, AS I SAID, I WAS SATISFIED WITH THEIR EFFORTS TO RESOLVE THE NOISE THE TUB MADE AND AGREE IN RETROSPECT THAT I OFFERED A LIMITED BUDGET FOR MATERIALS FOR THE 2ND BATHROOM JOB.Riverbank staff strongly recommended that the homeowner select a higher quality bathtub but the client declined for cost reasons. I DISAGREE AND THIS IS CONTRARY TO MY RECOLLECTION STATED ABOVE BUT IS NOT PART OF ANYTHING I REQUESTED REPAIRED IN THIS COMPLAINT. As feared, the tub that was installed squeaked when weight was applied. We volunteered to reinforce the tub with rigid foam insulation to minimize the noise. The client acknowledged that the issue was not caused by improper installation and was appreciative of our efforts to lessen the sound.Just recently, the homeowner reached out to us with concerns about deterioration of some paint and drywall in the bathroom. I INITIALLY ASKED THE OWNER OF RBH'S TO LOOK AT THE CEILING AND WALL ABOUT A YEAR AFTER THE WORK WAS DONE AND THEN AGAIN MADE A CALL ABOUT A YEAR LATER WHEN IT GOT WORSE. I WAS TOLD TO TURN THE FAN ON MORE. The client and I consistently communicated through the holidays and solidified a time to investigate the issue in person. Upon investigation, the ceiling paint damage appeared to be the classic signs of moisture build-up over 5 years of use, without operating the e ONE IN PERSON VISIT FROM THE OWNER HE AND RBH'S DID RESOLVE IT. I WANT TO BE CLEAR THAT I MADE TWO ATTEMPTS PRIOR TO FILING COMPLAINT THAT WENT DISMISSED A YEAR PRIOR AND WHEN I FILED COMPLAINT WITH Revdex.com THE PROBLEM WAS REPAIRED IN FULL WITH EVEN A COURTESY OF FIXING PARTS THAT THEY WERE AT NO FAULT FOR. SEE INLINE RESPONSE DETAILED BELOW:As noted in the complaint, the project in question was completed over 5 years ago. The homeowner has contacted Riverbank numerous times since project completion to inquire about additional work and questions about basic home maintenance. We have consistently given contractor references, answered construction related question and just general maintenance advice as an effort to serve a past client.YES, THE RELATIONSHIP WAS TRUSTED AND PROFESSIONAL AND I CONTINUED TO USE RRH'S FOR FURTURE REFERENCES. I HIRED THEM FOR CLOSE TO $40 IN WORK ON MY HOME AND THUS THEY WERE MY GO TO FOR RECOMENDATIONS. The first issue that the complaint referenced was not an insulation issue as stated. It was an issue with the tub being of inferior quality.NOT TRUE, ALTHOUGH AS STATED, THIS WAS RESOLVED TO MY SATISFATION THE FACT IS THAT THE TUB I PICKED OUT AT HOME DEPOT WAS DEEMED NOT TO BE SUITABLE FOR THE JOB BE THE OWNER OF RRH'S. HE ON HIS OWN PICKED OUT A 3 PIECE TUB FOR INSTALATION AND INSTALLED THAT TUB. IT WAS NOT AN ITEM I PICKED OUT, THAT ONE WAS RETURNED AS IT WOULDN'T SUITE THE NEEDS OF THE PROJECT DUE TO SIZE. THE TUB THAT IS INSTALLED WAS NOT SEEN OR PURCHASED BY ME UNTIL IT WAS INSTALLED AND I WAS TODL THAT A 3 PIECE TUB WAS NEEDED. NON THE LESS, AS I SAID, I WAS SATIFIED WITH THEIR EFFORTS TO RESOLVE THE NOISE THE TUB MADE AND AGREE IN RETROSPECT THAT I OFFERED A LIMITED BUDGET FOR MATERIALS FOR THE 2ND BATHROOM JOB. Riverbank staff strongly recommended that the homeowner select a higher quality bathtub but the client declined for cost reasons. I DISAGREE AND THIS IS CONTRARY TO MY RECOLLECTION STATED ABOVE BUT IS NOT PART OF ANYTHING I REQUESTED REPAIRED IN THIS COMPLAINT. As feared, the tub that was installed squeaked when weight was applied. We volunteered to reinforce the tub with rigid foam insulation to minimize the noise. The client acknowledged that the issue was not caused by improper installation and was appreciative of our efforts to lessen the sound. Just recently, the homeowner reached out to us with concerns about deterioration of some paint and drywall in the bathroom. I INTITAILLY ASKED THE OWNER OF RBH'S TO LOOK AT THE CEILING AND WALL ABOUT A YEAR AFTER THE WORK WAS DONE AND THEN AGAIN MADE A CALL ABOUT A YEAR LATER WHEN IT GOT WORSE. I WAS TOLD TO TURN THE FAN ON MORE. The client and I consistently communicated through the holidays and solidified a time to investigate the issue in person. Upon investigation, the ceiling paint damage appeared to be the classic signs of moisture build-up over 5 years of use, without operating the exhaust fan. Although now a rental property, the homeowner insisted that the exhaust fan was being operated during and after each use of the shower. THE PROPERTY HAS NOT BEEN RENTED OR THE TUB USED FOR 5 MONTHS. Despite being well outside of warranty period and evidence of poor maintenance, Riverbank volunteered to repair the ceiling issue.In that same bathroom, there was an area of drywall deterioration beside the tub. It was clear that the silicone at the base of the shower enclosure had been worn away and water was flowing under the channel and saturating the drywall. We communicated the findings to the client and again explained the responsibility of a homeowner to maintain caulk in and around tubs and showers. Once again, Riverbank volunteered to repair the resulting damage at no cost to the homeowner. THIS IS TRUE AND WITH THE OWNER OF RBH'S EDUCATING ME ON RECAULKING I UNDERSTOOD, ACKNOWLEGED AND OFFERED TO REPAIR THIS ON MY OWN. WHEN THEY SAID THEY WOULD DO IT I OFFERED TO PAY. THE OWNER INSISTED ON DOING IT FOR FREE AND I ACCEPTED AND THANK HIM FOR SAVING ME ANOTHER PERSON COMING OUT TO DO IT. HOWEVER THE OWNER EXPRESSED TO ME THAT THE PAINT ON THE CEILING AND WALL PEELING APPEARED THAT IT COULD BE FROM MOISTURE ISSUES AND NOT FROM IMPROPPER VENTILATION. AT NO COST TO ME RRH REVAMPED THE VENTALATION SYSTEM FROM THIS BATHROOM AND REWIRED THE FAN SO IT OPERATES WITH THE LIGHT AS IT DOES IN THE OTHER BATHROOM THAT HAS NEVER SHOWED SIGNS OF PEELING PAINT. BASICALLY, OF THE 3 PROBLEMS I PRESENTED, 1 WAS AGREED TO NOT BE ANY FAULT OF RBH'S BUT THEY REPAIRED IT FOR FREE. THE OTHER TWO HE SAID HE WASN'T SURE BUT IT "SEEMED LIKE MOISTURE BUILD UP". AS THE FAN IS WIRED DIFFERENTLY IN THE OTHER BATHROOM THAT SHOWS NO SIGNS OF THESE PROBLEMS, I ASKED THAT THE WIRING BE DONE THE SAME IN THIS BATHROOM. THEY WENT ABOVE AND BEYOND WITH THE VENTILATION SOLUTION. I REGRET THAT IT TOOK A FORMAL COMPLAINT TO GET IT RESOLVED BUT GIVEN MY PREVIOUS INTERACTIONS, THE DELAY IN RESPONSE WAS NOT THE STANDARD EXPERIENCE. I WOULD LIKE TO THINK IT WAS SIMPLY OVERLOOKED DURING A BUSY TIME. I WOULD RECOMEND THIS COMPANY BASED ON THEIR WORK OVERALL AND RESPONSE TO THIS COMPLAINT.Within 30 days of receiving an initial text message from client, Riverbank had requested and received pictures, conducted a site visit, communicated findings and executed repairs at no cost to the client. As described, Riverbank has made every effort to maintain a positive relationship with our past clienFinal Consumer Response