Cabinet-S-Top

Cabinet-S-Top was hired by [redacted] & [redacted] to remodel their two bathrooms and kitchen in 2015.  During the initial installation of the kitchen flooring, we installed an interior grade 3/8” cdx underlayment, but it needed to be an exterior grade because it reacted to the water when...

setting the ditra matt application.  We removed and replaced this underlayment with the exterior grade which corrected the problem.  It was a simple error of interior vs exterior, which we corrected.  This was prior to the tile installation. On May 26, 2015, [redacted] contacted us regarding the floor stating there were two rows of tile from the refrigerator to the range that had a valley or dip.  The contractor paid for and replaced four rows (30 tiles). On July 22, 2015, which was the completion of the project, [redacted] signed off and approved that all labor and material were inspected and accepted as complete and satisfactory.  It was noted that the customer was not happy with the discoloration of the grout due to the mineral content in her water.   On August 26, 2015, the floor was inspected by a representative from our tile vendor.  It was concluded that the issue was topical and not the grout, however, to accommodate the customer we sealed the grout.     Our company policy states that we warranty our workmanship for one year from the end of the project.  The warranty expired on July 22, 2016. On October 27, 2016, [redacted] emailed us stating that tiles by the stove were loose and grout was cracking.  Some time elapsed before the contractor and homeowner were able to connect on December 15, 2016.   On December 28, 2016 [redacted] called our showroom regarding a sink plumbing problem.   Contractor went to the home the same day, December 28, 2016, fixed their sink issue and accessed the situation with the floor.  He determined that no tiles were loose and all sounded solid when tapped with a blunt tool, but stated there was a minor hairline crack in the grout.   On January 6, 2017, our sales person then contacted the homeowner stating that the suggested repair would be to remove the cracked grout joint section and re-grout, however the new grout would possibly not match the current grout that was installed a year and a half prior and there would be a service charge because it was past our warranty period.  The sales person never heard back from the homeowners to repair the grout. On September 26, 2017, the homeowner contacted us saying a tile was cracked.  On September 28, 2017, the owner of our company made a service call to the home and assessed the floor situation.  He determined all the tiles in the area near the single cracked tile and grout were securely mortared in and there was no apparent cause for the crack.   Since the flooring is past the one-year warranty period, we informed the homeowner that we would be happy to replace the tile but a service charge would occur.