Kay Builders - Horrible Customer Service, Cut Corners on Material Quality

2 of 17 Kay Builders reviews

My home is only 6 years old, and so far I've had to do a complete roof replacement (Tamko 3 Tab, read reviews and you'll see why), and the tile in every room of the house (foyer, kitchen, and all 3 bathrooms) is delaminating and breaking apart. After several calls, I had someone from Kay out to look at them. He gave it about a 2 minute look and stated it was outside the 1-year warranty, but he'd talk to people back at the office. After he left, I didn't hear from him again. Nearly a year later, I raised the issue once again. I placed calls that again went unanswered, and went to the office to voice my frustration in person. Again, they stood fast on their joke of a 1 year warranty. If tile was failing in one section of the house, I would accept the repair cost. The fact that it is universally failing in every room of the house is indicative of poor design or installation. Lifting up the tiles (which took nothing more than a finger), I discovered that Luan was used as the underlayment...not cement board or a decoupling membrane as is required for tile.

http://www.statelandrecords.com/24452927.html

http://ths.gardenweb.com/discussions/2373596/can-i-lay-tile-on-luan

And my personal favorite:

http://www.danielskitchenbath.com/DIY-Bathroom-Remodeling-Do-It-Yourself.html

Which States:

"This kitchen floor tile was improperly installed directly on luan plywood which is not stable, causing the tile to break and throw grout. This situation generally takes a year or two to show itself which is normally past most state mandated contractor warranties (1yr). If you are lucky to have a contractor who stands behind their work, they will repair it."

I had been re-grouting the initial failures, which unfortunately caused an even lengthier time for complete failure, making it even easier for Kay to wash their hands of it. My first home was hardwood and carpet, and I thought the occasional grout repair was simply the cost of ownership, but over time it began to snowball. But the simple fact remains...if they were a competent builder, they knew it was improper to install tile on luan, and they did it anyway, knowing the failure would happen down the line.

When confronted about the matter with factual evidence of negligence, they instead chose to stop responding all together. Abysmal customer service, and an absolute crime that they can have their company tagline of "5 Decades of Excellence".

A small sample size of pictures attached.

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More Review Details

Value for money
Reliability
Price Affordability
Advertised vs Delivered
Website
Warranty
Customer service
Turnaround Time
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Product or Service Quality
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  • What I liked
    • Location
  • What I disliked
    • Customer service
    • Quality of work

Reason of review:
Bad quality
Preferred solution:
Stand by the quality of your work, and fix it all.
Monetary loss:
$5000
Product or service
Review category
Home Construction and Repair
review #848936 by

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