ComplaintsforPremier General Contracting

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Premier General Contracting (PGC) to remodel our bathroom. Completed & Paid for in September 2022. I was never able to get the app they use to communicate w/customers to work. Office administrator said IT department was checking on it. On 09/26/22 I emailed the *irector of Operations (* of O) that our shower was leaking. They sent someone to look at it the same day and it appeared to have been corrected. On 10/5/22 I emailed the * of O, shower still leaking. Repaired again on 10/6/22. I emailed photos the same day expressing dissatisfaction with the appearance of the *************** on the shower. A crew member came back 10/10/22 to repair. On 01/20/23, I emailed the * of O with 6 issues that arose since completion, including shelving that was loose, caulk peeling around sink, dry wall that was cut incorrectly for the mirror cabinet (can see the patch), trim & paint repair. He replied on 01/23/23 that he would forward the information to the company owner. On 02/01/2023 emailed the * of O asking for an ETA on scheduling warranty repair. PGC sent a crew member on 02/06/23. Sent another email to * of O on 05/16/23 that shower was leaking again. I emailed again on 05/31/23 that I hadn't received any communication from PGC to schedule repair. I asked if someone else could come with the crew member to assess and correct. On 06/12/23 PGC owner and crew member came to our home for repairs. 08/18/2023 contacted owner, shower was leaking again and concern for mold growth. This was the 4th time reporting our new shower leaking. I communicated with the owner via text 08/23-08/29/23, assisting him with diagnosing where the water was leaking from. Sent videos of the water soaking paper towels from under the trim. 10/24/23 final repair. We emailed photos of all issues with explanations on 2/18/24. The photos included represent quality of material & craftsmanship we received from this transaction. The photos do not reflect the Foundation Statement on PGC website.

  Customer response

  03/28/2024

  In the email sent to PGC on 2/18/24 there was a photo of where the sewer vent in plumbing downstairs was cut out/off during the remodel, but no new vent was reinstalled.  We contacted our City Building Code Inspector and a local plumbing company to install a new sewer vent and replace a fitting that was just installed during remodel. This work was just completed last week.  

  I recently looked through the ************ reviews.    The 5 star reviews by other consumers is what I expected to receive, however our project seems to have fell through the cracks.  

  Business response

  04/03/2024

  As soon as we were made aware of the issue, we scheduled the contractor to go over to address the shower, ceiling, and shelving issues. Even after the issues were addressed, the homeowner continued to call to complain about issues that were not part of the original scope of work that PGC was responsible for.  At this point in time, the bathroom is now beyond the one-year warranty that was originally agreed upon in their contract.  The final warranty date on this project Sept 15, 2023, one year after their final payment. Even being out of the warranty window, PGC went out in October of 2023 and continued to try to do everything that we could to appease this challenging customer and yet they and their family members continue to defimate the character of this company online.  According to a post on ******** from 4/1/24 the homeowner states that PGC has been out to address the seep and now "the water stopped leaking".  On March 14, 2024, 6 months after the contracted warranty date, ************ continued to harass the owner of PGC and threatened legal action against the company in writing through a text message.  Since legal action was threatened, PGC's attorney has advised us to no longer communicate with the homeowner.

  Customer response

  04/04/2024

  Complaint: 21442172
  
  I am rejecting this response because:

  The contract included removing our bathtub and installing a shower.  We noticed the shower leaking 11 days after completion and multiple times thereafter that PGC did attempt to fix. See dates and form of communication in original complaint to BBB.  If the leak keeps returning in the same area, it has not been fixed correctly. Along with caulk coming off and drywall patch above mirror that was cut out incorrectly. Both have been repaired multiple times and keep resurfacing.    I reviewed PGC on FB on 3/31/2024.  I updated my post indicating there is water seeping from the same corner of shower on 4/1/2024.  The photos are what we have to show for the time and money we invested in our home by hiring PGC to remodel our bathroom. Comments by others are their own opinions of my review and photos. And some of those comments are from people who have seen the issues in person. After having our City building code inspector look at our plumbing installed by PGC, we had to have a professional plumber redo some of it. Including installing a new sewer vent after the old vent was cut out of the plumbing and nothing installed to replace it. If PGC is satisfied with the completed job then it should pose no threat to the character of the company.   I am requesting a refund of 50% of what we paid PGC for the bathroom remodel.  We will indefinitely have to hire someone  to correct the shower leak that keeps coming back after multiple attempts to correct by PGC.   My husband contacted the owner in March 2024 requesting a call to discuss resolution.   No call was made. He then sent a text to inform the owner we're planning to file a complaint w/ the BBB, contact the attorney general and if need be legal counsel.  Wether the warranty period is expired or not,  our shower is still seeping/leaking water from the same area it was in September of 2022.   The scope of work outlined in the contract included the new shower installed by PGC. 

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

  Customer response

  04/04/2024

  Attached is a copy of the contract showing the job included removing the bathtub and installing a shower.  A new shower should not leak when installed correctly by professionals.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩