Chesterfield Tile

Review: Chesterfield Tile was recommended by my neighbor who had a successful experience. I contacted the company and Mr. [redacted] came to give an estimate on April 2, 2013. After looking at the job and going through the needed work he gave me verbal estimate of $750.00. He advised that he would e-mail a detailed cost proposal. A week later I called their office to indicate that I had not received a cost proposal and I was advised that Mr. [redacted] was behind in his paper work. At the end of April, I called and scheduled the work assuming that since I never received a detailed cost estimate that Mr. [redacted]'s verbal estimate was all I would get. On May 3 and 6 the work was completed. On May 7, 2013 I called Chesterfield Tile to inquire about the charge and I was advised that a bill would be coming. I reminded the person of Mr. [redacted]'s estimate since I never received an e-mail with a cost estimate. On the same date I received a call from Chesterfield Tile that they had e-mailed the invoice. I went and checked all my e-mails for the last month and there were no e-mails from Chesterfield Tile. I called back and advised that there were no e-mails. While on the phone I repeated the e-male address which was the same that she indicated she had and requested she try to send the invoice. It came straight through showing a bill for $950.00, she also sent the cost estimate dated April 8, 2013 for $875.00 that I had never seen or received. needless to say I was shocked to learn after the fact that my cost had increased by $200.00 more than I anticipated. In fairness if I had known of the $950.00 cost I would pursued a different installer.Desired Settlement: This entire transaction was verbal ( nothing written) I think the the bill should be changed to reflect the original verbal estimate.

Business

Response:

In Response to Complaint ID [redacted]:

Review: THIS COMPANY REMODELED MY BATHROOM IN FEB/MARCH 2014. I NOTICED THE GROUT ON MY SHOWER FLOOR TURNING YELLOW IN JULY. UPON FURTHER INSPECTION, I NOTICED THAT THERE WERE SEVERAL CRACKED/ BROKEN BLACK TILES IN THE BASKET WEAVE PATTERN ,SEVERAL MISSING BLACK SQUARE TILES, AND SEVERAL RAISED (NOT FLUSH WITH THE FLOOR) BLACK SQUARE TILES. I SENT THEM 3 E-MAILS ONE WEEK APART AND THEN A CERTIFIED LETTER. [redacted], THE OWNER FINALLY RESPONDED AND WE SET UP AN APPOINTMENT FOR THE REPAIR WORK. ON SEPTEMBER 30, SOMEONE CAME OUT AND REPAIRED A MAJORITY OF THE BLACK SQUARE TILES OF THE MARBLE FLOOR DESIGN. HE RE GROUTED THE SHOWER FLOOR WITH THE WRONG COLOR GROUT, NOT THE SAME AS WAS USED ON THE WALLS., AND HE MISSED SEVERAL AREAS OF THE FLOOR TO BE RE GROUTED. HE ALSO REPEATED WHAT THE FIRST WORKER TOLD ME, THAT THE GROUT HAD A SEALER IN IT AND DID NOT NEED TO BE RESEALED. I CALLED CHESTERFIELD TILE OFFICE TO LEARN THE NAME OF THE GROUT USED, WENT ONLINE, AND THEN SPOKE WITH THE COMPANY REPRESENTATIVE WHO INFORMED ME THAT THE GROUT HAD AN INHIBITOR, BUT STILL NEEDED TO BE SEALED 4-5 DAYS AFTER APPLICATION, WHICH WAS NOT DONE ORIGINALLY. I HAVE TRIED ON SEVERAL OCCASIONS TO CONTACT THIS COMPANY FOR FOLLOW UP REPAIRS. I AGAIN SENT E-MAILS AND A CERTIFIED LETTER, WITH NO RESPONSE. I CALLED THE OFFICE ON MONDAY NOVEMBER 10, AND THE LADY WHO ANSWERED SAID THAT "HE" WOULD NOT RESPOND TO ME AND THAT I NEEDED TO FIND SOMEONE ELSE TO DO THE WORK AND THEN HUNG UP ON ME. THEY REFUSED TO PICK UP THE PHONE ON SUBSEQUENT CALLS. THEIR WEBSITE STATES A ONE YEAR GUARANTEE ON PARTS AND LABOR, AND ALSO STATES THAT THE JOB IS NOT COMPLETE UNTIL THE CUSTOMER IS SATISFIED. I HAVE PICTURES OF THE FLOOR TAKEN AFTER THE WORK DONE ON SEPTEMBER 30 THAT SHOWS THE AREAS THAT WERE NOT RE GROUTED. I ALSO DID NOT USE THE SHOWER FOR ALMOST A MONTH, BUT FINALLY STARTED USING THE SHOWER THE GROUT IS BEGINNING TO TURN YELLOW AGAIN. I AM NOT SURE IF ANOTHER COMPANY CAN DO THIS REPAIR OR IF THEY WILL HAVE TO COMPLETELY RIP UP THE SHOWER FLOOR AND START OVER. I DON'T UNDERSTAND WHY THIS COMPANY REFUSES TO RESPOND TO MY CALLS FOR FOLLOW UP REPAIR, AS I PAID THE ENTIRE COST WITHOUT COMPLAINT. I WOULD LIKE MY SHOWER FLOOR TO LOOK AS GOOD AS THE WORK DONE AT MOSAIC TILE BY THIS COMPANY WHICH HAPPENS TO BE THE EXACT SAME PATTERN.Desired Settlement: IF CHESTERFIELD TILE STILL REFUSES TO COME OUT TO FIX THE SHOWER FLOOR AND THEN SEAL THE FLOOR 4-5 DAYS LATER, THEN I WOULD LIKE A REFUND OF THE MONEY PAID , ENOUGH TO HIRE ANOTHER COMPANY TO COMPLETE THE WORK THAT CHESTERFIELD TILE REFUSES TO DO. I DO NOT KNOW WHAT IT WILL COST ME TO HAVE ANOTHER COMPANY ADDRESS THIS ISSUE. $500- $1000 IS A STARTING POINT.

Business

Response:

Chesterfield Tile Co., Inc.[redacted]

[redacted]November 26, 2014Revdex.com[redacted]To Whom It May Concern:Chesterfield Tile did a bath remodel for [redacted] in February 2014, invoiced March 6, 2014 in which she promptly paid the bill upon satisfaction of completed project. Chesterfield Tile started and completed project in the agreed time frame between both parties. [redacted]. [redacted] selected all material in advance from local tile distributors; plumbing and hardware fixtures including towel bars and soap dishes were supplied by [redacted]. [redacted] either from online distributors or local home improvement stores. Chesterfield Tile was not asked to make selections, only to pick up material selected and purchased by owner. After 5 months, [redacted]. [redacted] stated that she put on her glasses and noticed cracked and missing marble squares and yellow grout. Chesterfield Tile then sent an employee out to address the situation. Upon inspection the cracks turned out to be veins natural to marble and heavy soap film covering the floor, which is the reason for missing mosaic pieces and yellowish color on grout. Our employee cleaned the floor and advised her on the cleaning products to use in the future. Chesterfield Tile only uses Tec power grout or epoxy’s that do not require sealing and is stain resistant. This does not mean it is maintenance free. Proper maintenance with routine cleaning in accordance with stone specific cleaners will keep her floor bright and new, looking like the day it was installed. Natural stone does require a little more diligence to maintain over ceramic and porcelain, this may have been a poor choice for [redacted]. [redacted]. Chesterfield Tile stands behind our workmanship 100%. If [redacted]. [redacted] has any issues in the future within our scope of work, Chesterfield Tile will be there to assist her. If [redacted]. [redacted] would like to make another selection for her shower floor we will help her out with labor cost.Sincerely,[redacted]Chesterfield Tile Co., Inc.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The company did not address the issues. Chesterfield Tile Co was incorrect in response to the situation and was insulting. The black squares I was referring to were in the center of the basket weave pattern and did not have any veining. They are also 3/8 of an inch square and could not disappear because the drain holes are smaller than 3/8 of an inch. I also have a cleaning service, and I used a marble cleaner on the floor using a long sponge mop. It wasn't until I actually got down on my hands and knees that I could see the problem with the black squares. I do not have a problem with the marble basket weave part of the tile. When the man that was sent out on sep. 30 came, he removed the broken and cracked tiles, the tile squares that were not flush with the floor, and put in the black squares that were missing. He re-grouted the floor, but used the wrong color grout and missed several areas to be re-grouted. I have pictures to prove this fact. I had also called the office about a day after the man was sent out, and asked the name of the grout used. I was told that it was [redacted] perma color. that grout according to the company rep. does not have a sealer in it. In his answer, [redacted] states that they used Tec grout or epoxy. Which one was used?All I am asking is for someone to come back out and finish the grouting on the floor, I don't even care about the color. But I would also like a signed letter stating that the grout used, and named, does not need to be sealed. He also stated that the man advised me of the cleaning products to be used,and that he cleaned my floor. That is an absolute fabrication. Either his men are lying to him, or he is making this up. If they stand 100% behind their workmanship, why did the lady I spoke with from the office tell me that [redacted] had no intention of responding to me and that I would have to find someone else to do the work, and then she hung up on me. Those were her exact words. I repeat my request, that someone come back out to finish the grouting of the shower floor and that [redacted] gives me a signed letter regarding the grout name and that it does not need to be sealed. I also invited [redacted] out to my house to see the shower floor and what a poor job [redacted] had done. I know that if he had actually seen the floor, he would have someone out there to fix it in no time. I am tired of being ignored by this company, perhaps they will respond to the Revdex.com, and correct the problem.[redacted]

Review: I contacted Chesterfield Tile for an estimate to tile a corner tub in my home. I received an estimate through email. I called the main number for the company and asked if the price is negotiable. The receptionist [redacted] told me she could give me a 5% discount, but that is all she could offer. I agreed to the discount, and the service was scheduled. Two service visits were performed to complete the project. The first visit was to remove the remainder of the tile around the tub on the wall during which they cut out the drywall on the wall around the tub. A couple weeks later two laborers arrived and completed the project. Most of the project was completed well, but there was a small portion of drywall that was not repaired and was tiled over, some of which was still exposed after the crew completed the project.

I called the main number a couple days later to discuss the issue, and pay the invoice. [redacted] stated the drywall that was partially removed and still exposed is my issue. Then when I told her I wanted to pay the invoice, I told her I was paying by credit card, and she told me the discount was for cash only, which she did not tell me earlier. I tried to dispute the matter, and she told me she was not going to discuss it and I owed the full price of the invoice, ignoring my dissatisfaction of the price dispute. In good faith I paid the invoice, but after ending the call I was still unhappy about the matter, and called back up to speak with the owner. She told me I could not talk to the owner, and she was the only person I could talk to about the matter. I then sent an email listed on the companies website requesting a phone call from [redacted], and I never received a response.Desired Settlement: I want the owner to be aware of the issue that occurred in this matter. I also would like the drywall repaired and tile work redone on that section so that it is ready to be painted.

Business

Response:

In the beginning of July, Mr. [redacted] was sent his estimate. Mr. [redacted] then called in and asked if we could do any better with the price. [redacted], the office manager, informed him that if he paid with cash or check we could give him a 5% discount. She applied the discount to the estimate and resent the estimate to Mr. [redacted]. The estimate is [redacted]. On July 27th, Mr. [redacted] was invoiced, again with the line item in the invoice stating that there was a 5% discount if paid by cash. Chesterfield Tile will offer a 5% discount if our customers pay by cash instead of credit cards. We get charged a fee if we process a credit card. On, July 29th Mr. [redacted] called in to pay his invoice. [redacted] informed him that if he was going to pay by credit card, that unfortunately, we were going to have to remove that discount. Mr. [redacted] was disappointed but agreed to pay his invoice. He proceeded to pay with a total of four credit cards. Never was any drywall repair discussed or is it mentioned in the estimate or the invoice. Chesterfield Tile never received another phone call from Mr. [redacted]. We did receive an email asking for us to have Ms. [redacted] call him. Mrs. [redacted] was not in the office that day, so [redacted] left him a voicemail, which was never returned. We have [redacted] the estimate and the invoice that was sent and paid by Mr. [redacted].

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I contest the claim that [redacted] said it was a 5% discount for cash only. I am aware that credit cards do charge a fee, and I can understand a business offering a "cash" discount, but that was not what I was told at that time. My disappointment with that conversation was the lack of customer service for which [redacted] handled the matter. She did not recognize that there might be a miscommunication and apologize for the confusion. She also responded in a rude and cold manner in regards to the issue, ignoring my concern, and just focusing on receiving payment for the services. The matter had a lot of room for improvement. An apology by the Chesterfield Tile for the matter in which [redacted] spoke to me would be appropriate.