Stanford Carr Developement, careless customer service and delays to find solutions to our problem Honolulu Hawaii
We just have bought a condominium in February.
It's new and we live in the first floor
It is very expensive unit and we have many problems that areneeded to be fixed.
1st when the severe storm hit hawaii the rain came in to our house near by our balcony and it wetted our whole living room carpet and we asked for service and also to find a solution to prevent the flooding. I even wrote a letter to the Board of Directors on march and still there's no answer
2nd the bathroom problem. The wall by our tub is very damp, the water is running from the inside toward the wall and it makes the whole wall damp and wet. The builders came, open 2 walls and said nothing was wrong. They just put silicons on tub ledge and told us it's maintaince thing so we should do it next time.
The other units with same problem lives fine. I serious think this is rediculous. This happened before we moved in and they told us they have fixed it and it has happened again.
I can't understand that the only solution is to cover it with silicon everytime it gets damp again. What the hell am I suppose to do if it gets serious. I know that something is wrong with the spaces in between the tube and the tile and they wouldn't open the tile or the tube to check but the wall.
I'm getting frustrated by their inconvience and lack of care to fix the problem. I think they are just saying there's nothing that they can do, because it's a big problem.
Kelly
honolulu, Hawaii
U.S.A.
1 Updates & Rebuttals
Linda
Honolulu,Hawaii,
U.S.A.
Response to Homeowner Complaint dated 5/02/06
#2UPDATE Employee
Tue, August 08, 2006
August 3, 2006
Response to Homeowner's Complaint.
Stanford Carr Development, LLC recently became aware of an online complaint submitted to Bad Business Bureau by a homeowner living in one of our residential developments. In the complaint, the homeowner had serious concerns about a leak in a bathroom shower and complained of a lack of response by Stanford Carr Development, LLC (SCD) and our general contractor, Hawaiian Dredging (HDCC). As you will see our detailed records show that SCD and HDCC did work diligently with the homeowner to address and remedy their concerns.
At Stanford Carr Development, LLC we stand by the quality of the residences we produce and keep detailed records of warranty matters. While we do not usually make these records public, we believe it would be best to provide the details surrounding this warranty issue.
The following is a recap and below is a detailed chronology of the events surrounding this warranty issue.
The current homeowner submitted a warranty service request on April 11th complaining of a moisture problem in her master bathroom tub area.
This request was forwarded to HDCC, who made several attempts to contact the homeowner by phone. It was April 28th when the contractor was finally able to confirm a service visit with the homeowner. The scheduled service date was May 2nd. During this service visit moisture was found on a section of the wall surrounding the tub. To find the source of this moisture, HDCC pressure tested the pipes and cut open the drywall to check for leaks. The pipes and the drywall were dry to the touch. Since theses areas were dry, HDCC believed that perhaps the problem was with the grout since this was a problem HDCC had experienced with the previous homeowner. They re-caulked the joint where the tub ledge and wainscot tile meet to seal any cracks. They informed the homeowner of the details of their repair work and said they would return to complete the repairs associated with cutting open the drywall. Although there was no evidence of a leak the moisture problem was still evident and the homeowner submitted another warranty service request on May 3rd. On May 4th HDCC left a message for the homeowner to reinvestigate the matter.
After making numerous attempts they were finally able to reach the homeowner on May 30th. Based on the availability of the homeowner the next appointment was scheduled for June 9th. Also occurring simultaneously during that time period, SCD and HDCC discussed this matter at length and contacted the various sub-contractors and industry contacts for their opinion. The sub-contractor for the glass shower doors suggested that if the doors were not closed with the inner door closer to the shower head side, that water could run down between the glass and appear to be a leak at the base of the shower door.
On June 9th, HDCC removed all the old caulking and re-caulked the tub to wainscoat tile with clear 100% pure silicone. They also explained proper door placement to the homeowner since this was considered the likely source of the moisture. Since then the homeowner has not submitted any further warranty service requests on this matter. And to further ensure that this matter was completed correctly SCD called and finally reached the homeowner on August 2nd and was told that moisture was no longer evident.
The following is the chronology of events involved in this warranty service issue.
1/19/06 Original homeowner submitted a warranty service request stating there was a moisture problem in the (master) bathroom.
1/19/06 The homeowner did not specify or describe the nature of moisture problem and the complaint was forwarded by SCD to HDCC to investigate.
1/20/06 HDCC went to the unit and investigated the problem. Found that grout between the tub ledge and tile wainscot had deteriorated and needed to be re-caulked. Re-caulking was completed that day.
1/23/06 Letter sent to original homeowner's agent notifying homeowner of repair.
4/11/06 Warranty service request submitted by the second homeowner for the same issue.
4/11/06 to 4/28/06 HDCC made numerous attempts to contact homeowner to schedule another investigation of the problem. When they were not successful they asked SCD to leave a memo at the unit's front door.
4/28/06 Memo left at unit asking homeowner to contact HDCC and confirm a tentatively scheduled warranty visit of 5/02/06 at 9am.
5/02/06 HDCC spoke to homeowner who said that the wall next to the tub was often wet so HDCC proceeded to investigate the issue as a possible leak. HDCC had their plumber pressure test all pipes and cut open the drywall next to the tub. It was determined that the source of the leak was not coming from any of the pipes but that water was coming from the caulking joint between the tub and wainscot tile. HDCC informed the homeowner and re-caulked the joint to seal cracks until full repair work could be scheduled.
5/03/06 Homeowner was concerned that HDCC did not actually find the source of the problem and submitted another warranty service request regarding the same issue.
5/04/06 HDCC called homeowner to schedule repair work and left a message on their cell phone.
SCD and HDCC discussed this problem in length. HDCC also contacted various contacts in the plumbing field for their suggestions as to the possible cause of this problem. Contractor for the sliding glass shower doors suggested that if the doors were not closed with the inner door closer to the shower head side, that the water could drip between the gap in the glass doors and appear to be a leak along the base of the shower door.
5/30/06 HDCC scheduled work on 6/09/06 per homeowner's request.
6/09/06 Another visit to the residence confirmed that incorrect door placement was the likely source of the problem. However, in addition to explaining shower door placement, HDCC removed all the old caulking and re-caulked the tub to wainscoat tile with clear 100% pure silicone. Also patched and painted drywall that had been cut out on previous visit and a new baseboard was installed.
8/02/06 Homeowner has not submitted another warranty service request since the last HDCC visit. SCD made follow-up call to confirm that leak problem has not recurred.