All-Pro Floors

ALL-PRO FLOORS 4/28/17*** *** ***r #*** ID ***Arlington, TX76001Dear Ms***,Thank you for the contactWe will address the issues in the complaint letter you received from Mrand Mrs*** issue by issue to the best of our abilityWe installed tile in the *** home in the
kitchen, dining room, hall, hall bath, and master bath*** *** was their tile installerMr*** is our lead tile installer*** was sent out inspect his installation per the *** requestTheir foundation had moved in the bathroom thus cracking the tiles*** was sent out to remove the broken tiles and replace them after adding a crack isolation membraneThis was not covered under warrantyWe did it as a favor to the customerMrs*** then discovered "low tiles" in her kitchen while scrubbing on her hands and kneesTolerance for that is only from eye levelHer sales associate *** *** sent Mr*** out to replace the "low" tilesWhile there, Mrs*** had *** replace a few more tiles she deemed unattractiveShe chose the tileOnce again, not covered under warranty but we replaced them anywayMr*** replaced tile with the two remaining boxes of tile from the initial tile orderThis was approximately tilesMrs*** was still not satisfiedMrs*** order two additional boxes at ALL-PRO FLOOR'S expenseMr*** went back out to the job site and removed more pieces and installed the two additional boxes of tileMrs*** had an extra box of tile delivered to the *** home because Mrs*** was concerned she had no extra tileRoughly a month after this Mr*** reached out to Mrs*** and said there was missing grout in the kitchenMr*** said his wife cleaned the grout on her hands and knees with a scrub brushMrs*** sent Mr*** out again and he re-grouted a large area no questionsWe suspected the grout had not been allowed time to cure after the tile installationThis is explained at the time of installation by both the sales associate and the installerWe do not seal groutNowhere on the website or in the instructions included in the grout box does it say the grout must be sealedIt's not standard installation in the flooring industry to go back out after the grout cures and seal itNor was the customer charged for itThe grout in question is an extremely stain resistant groutMrs*** used Prism Grout.Both our staff and installers feel due diligence has been done regarding the *** installationAny additional work would need to be instigated by the *** at their expenseWe typically refer an installer to the customer to be paid directlyUnfortunately the Eric's crews are not willing to return to their homeI feel we have gone well above and beyond our call of duty in dealing with the ***'s.Sincerely,Geoff Brown, ALL-PRO FLOORS, LLC

Complaint: ***
I am rejecting this response because:*** & *** *** *** *** ***
*** *** ***To the Revdex.comIn response to All-Pro Floors dated 4/28/2017, the first discrepancy is noted in their statement is the fact that Mr*** did not come out to our home in response our request to repair broken/cracked tile in master bath, he chose to send out a sub, *** *** on 11/30/to install the membrane and reinstalling tile in Master bath as I paid him for his services with check #*** and amount of $150.00.While the wife was cleaning to floors with a damp rag, Not A Scrub Brush, she did notice some discrepancies in the level of several tilesThis is an installation issueI contacted Mrs*** and ask her to come by and inspect the work that had done and she refusedMr*** with a helper came out and replaced tile that was unevenI e-mail Mrs*** and requested an additional box of tile that I would pay for so that I would have some spare tile on hand as needed in the future and she stated that she would have a box sent out at no additional cost While cleaning the Kitchen floor with a damp rag wife also found grout problems after some of the uneven tile was replacedContacted Mrs*** and a helper of Mr*** came out and scraped and added additional grout in some areas in kitchen. Now we have another issue with a piece of tile in the kitchen that has broken off and requested that All-Pro Floors come back out and replace this tile (while still under warrant) with another or reimburse us to have it replaced as the installers have refused to come back out as stated in their response letter.Sincerely*** & *** ***