ComplaintsforFiberglass Creations

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a storm shelter installed on 04/25/2023. Fiberglass creations manufactures these storm shelters. In July of 2023 and October 2023, they were contacted regarding the proper installation of the storm shelter as it was not done by the specifications given on their website. The shelter did not appear new, there were caulked places on the inside the shelter, and then shortly after installation, it started leaking. It is currently leaking every time it rains. You can see inside where the water puddles on the bench. You can also see a trail of water starting at the top of the steps and going down to the bottom wetting the carpeted mat. Things I have down there have got mold on them from the dampness. I have contacted them on numerous occasions, and always talked to ***** **********, the co-owner. She stated it was where the install company cleaned it (three mos prior)She wanted pictures so I sent her some of where the water puddled. Again, nothing was done. She told me once that her husband is the engineer who builds them, and that she would show him the pictures. Did not hear back. On Aug. 27, 2024 I contacted ***** again and told her it continues to leak and that things are molding. I requested that her husband come and take a look at the shelter himself. She refused stating that they prefer I send pictures, so again, I sent them. I have called several times since August to see if they had looked at the pictures. I get the answering machine so I leave messages to return my call. As of date, I have not heard anything from them. The shelter continues to leak and stays wet inside. There is also dirt and debris all down the steps coming from the door. When you are on the outside and pull up on the door with it locked, it comes up about two inches. My husband and I are both disabled and feel this is not safe for us to be in. I definitely would be real hesitant to get in it during bad weather. (I have spoken to FEMA and several businesses who install storm shelters.)

  Business response

  10/01/2024

  Fiberglass Creations was made aware of concerns by *** **** August of 2023. We have a dealer that handled the sale and installation of the shelter.  I immediately contacted the dealer to ask them if *** ***** had been in touch with them and if they had addressed the concerns. The dealer sent me pictures of the complete installation process and it was confirmed that the shelter had been properly installed.  *** ***** complained that the shelter had settled and settlement is clearly explained in all of the warranty information and the care instructions.  *** ******* husband had instructed the dealer to spread the extra dirt around the yard and the dealer discouraged that due to the fact that there would be settling and the extra dirt would be for them to fill in as needed. After several attempts to set up a warranty claim visit, the dealer was finally able to return to the site on 10/20/23. The dealer replaced a stair tread that had discoloration and was not wet. They also brought in additional topsoil at no charge to the customer. After the warranty work was completed I contacted *** ***** on 10/23/23 and she said the following of the dealer, "They were very professional and I told ****** I would recommend them in the future". The dealer also went over the care and use instructions and even brought a can of Damp Rid which we recommend for use during the changing of the seasons.  See the following from our Care & Use Instructions...

  UNDERGROUND SHELTERS MAY SWEAT:

  It is possible that sweating may occur until the inside temperature and the temperature of the ground are in balance. Conditions for sweating due to condensation in certain climates and seasons are favorable. However, the interior finish is easy to clean with a damp cloth, followed by a dry towel.

  I did not receive another call until August 21, 2024. Our procedure is to ask for pictures of the potential problems the customer is experiencing. This is our policy, and for obvious reasons, as we can not go and visit the site of every shelter we have built. On September 3, 2024 I received the pictures and it did take a couple of weeks to ask several individuals to review them including the dealer. It was determined that the very small amount of CLEAR water (3 or 4 half dollar size puddles) were from condensation and not due to a shelter leak or failure. It was also very obvious that the shelter had not been properly cleaned and maintained as per the Care & Use Instructions.

  Our shelters have been tested at Texas Tech University and found to be compliant with ICC 500 (2020) FEMA P-320 (2021) and FEMA P-361(2021) standards. We take great pride and care in the quality product we manufacture and ensure that every shelter meets the standards mentioned above.

  If ******** has any questions or future concerns we ask that she call our office.

   

   

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have a warranty from Fiberglass Creations that clearly states that “the Refuge(storm shelter) shall be guaranteed against structural defects through normal usage for a period of five years” Also included in same warranty states that “the warrantor will remedy the failure or defect. The remedy will consist of repair or refund. Water comes in through the door, runs down the steps and settles in the bottom. I spoke with *** ********** on Oct. 7 and explained the problem again. He stated that I need to send more pictures. This is a new, $8000 shelter that is not even two years old. I made the problem aware to ******** ************* *n Oct. 2023. The shelter was installed in April 2023. We were told that any problem with the shelter would need to be referred to the manufacturer, Fiberglass Creations. My husband and I have done everything we were told to do by the installers. Some of these things *** ********** is claiming we did or did not do, was due to not being informed of by the installers. We had to get more dirt brought in after installation because it developed sink holes. We knew the dirt would settle, but the sink holes are actually air pockets caused by not having enough dirt packed around the shelter after putting it in. They claim it was our fault because we were suppose to “seed and straw” upon completion. Nowhere in the instructions or warranty does it state this. Some people put gravel or cement around their shelters from pictures I’ve seen, so I don’t see where “seeding and strawing” would prevent leaking. I have done my part by sending numerous pictures and have asked him kindly to come out and inspect it. He has been rude every time I have spoken to him. Both my husband and I are disabled and having water coming in and keeping the steps wet is a hazard for us as we both have mobility issues. All I’m asking is he come out and inspect his product and honor the warranty. 
  Sincerely,
  
  ****** *****

  Business response

  10/08/2024

  On October 7th at 4:06pm the customer contacted our office.  The phone connection was bad so I asked ***** to return the call from his office which he did in less than 10 minutes.  During this conversation the customer explained the problems she was having and then would not allow ***** to respond to the question. She repeatedly talked over the top of him and would not respect him enough to listen to his response.  It was explained again that all of the pictures show that the shelter is not leaking.  ***** pointed out to the customer that straw, sod or gravel should be added around the door because the initial straw had washed away.  The customer agreed to making that change and ***** agreed to continue to work with her to get the problem resolved.  The customer then called our office again this morning at 10:31am and ***** returned her call at 10:36am. The customer did not want to do what she had agreed to do on 10/07 and after explaining her position would not allow ***** to respond to her complaints.  She continued to talk over the top of him and not let him address the issue.  The customers husband got on the phone and agreed to send pictures so ***** could indicate where the material needs to be added to prevent splashing up of water and mud.  *** ***** did agree to add the material. If there continues to be a problem after material is added, Fiberglass Creations will address the issue.  All pictures and correspondence indicates that the recommendation will be the solution. As stated in our warranty, Fiberglass Creations will warranty manufacturing defect.  

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