Joe's Paint Center and Floor Store

Review: This is a complaint against JOES FLOORING [redacted] phone [redacted]. I purchased the materials 06/18/2013 from the owner Joe jr.. I believe the install was done mid july. The installation of the [redacted] tile was done incorrectly by adding water to the grout. On the container of premix grout it said "ready to use no water needed.." The tile grout cracked as the water evaporated. The cracks covers aprox. 80% of the floor grout. No water was confirmed by the manufacture of the grout. I also called the [redacted] company at [redacted] and talked to [redacted] a consultant for the company who confirmed. According to [redacted] the tile should have been stored in the room to be tiled for for at least a week so the tile would become adjusted to room temp.& rolled with a 100lb roller after the install and NO WATER added to the grout. 10/04/2013 I talked to the owner Joe jr and explained what was happening. He asked if I could wait till after the holidays and he would call to set up appt. I said yes. We talked about starting the repairs between mid july 2013 and 01/18/14 at least 5 times, he always replied i'll call. To get a response I would either called him or would go to his store. He would say Ill call in 5 min or by 4pm. I wouldn't receive any calls. On jan 18,2014 joe said he would send guys out on the 29 of jan. I asked for different installers he had no one else. I asked what happens if we have problems again will he stand behind the installers work. Joes reply was 'THAT DEPENDS' I said depends on what. Joe gave no reply. Jan 27 2014 I cancelled the repair that was scheduled for the 29 of jan 2014 I was charged for a gal. of grout. The job only called for a quart of grout joe kept the rest. I asked for my grout I received an old almost empty cntr. [redacted] installer said he would charge $500 to remove the grout with no guarantee because the tile is made of a pressed paper with a top covering which is easily damaged. Then approx. $300 to re-grout plus grout.Desired Settlement: Joe called on the 28th said he would call right back, as usual NO REPLY! Joe doesn't care about his customers once he gets paid!! Joe was paid $1,157.72 for tile grout and install. I installed 4 sheets of plywood @ $25 each plus a box subflooring screws the subflooring will be completely damaged. This install took approx 4 hrs. I will also need to replace newly installed floor trim. All this plus aggravation just because installers wanted to add water to do a quick job. I should receive $3000

Business

Response:

Please see attachment for documentation

As stated by the customer we did install the [redacted] floor in July of 2013.

This was installed by our contractor, who has had many years of experience installing Duraceramic.

[redacted] stopped by the store for the first time to tell me that there was a problem with the grout cracking around the end of November. I told him that we would see what needed to be done to remedy the situation, but probably not till after the holidays (sometime in January). I asked him ([redacted]) if he would take a moment to text me photos of the frout, he did so on December 13th.(I have the text and photos still on my phone). He called me once more on December 24th to ask when we might be coming out to see the problem, I told him I would get back to him in the coming week. The he stopped by the store again to discuss conversations he had with [redacted] from Congoleum Tech support (the manufacturer of the product) regarding what needed to be done. we then agreed on what needed to be done to fix this. We planned a date of Saturday January 8th for our installer to come out to fix the problem.

Our installer arrived, and after looking at the scope of the work, he called me and said we had underestimated the amount of time needed for the repair. He advised that we should reschedule this repair for a day when he would have time to complete it.

We then spoke with [redacted] and rescheduled for Wednesday January 29th.

On Tuesday the 28th [redacted] called my cell phone and asked to cancel the repair scheduled for the following day. He did not want to reschedule the repair at that time and inquired as to whether we would make a payment to him instead of repairing it. I stated that we would like to fix the issue with the floor, as it was our responsibility to remedy this. This was where we left off our conversation.

We have not had further contact with [redacted] since that time, we would like to fix this problem.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Joe in response to your message wanting to repair your work that was very poorly done at my home in deep river. I have to decline your offer as I had asked MANY times prior. Once you were paid I received no satisfaction. Asking if you would stand by the installers work if it was still unacceptable. When you replied "that depends". This shows you have no confidence in your installers. As I had mentioned to you that the job was so poorly done I have to rip the tile and subflooring up and redo completely. As you know I talked to [redacted] and they want nothing to do with the repairing of the floor, as it would open up can of worms. Joe why you refused so many times to look at this job just shows you just don't care about your customers. Hopefully we can come to another type of agreement other than your installer trying to fix a problem that wouldn't have occurred if your installers did the job conscientiously. Either a complete removal of the tile and subflooring along with new tile and grout. (I will install the tile) or cash refund. thank you Joe for your service 02/10/14

complete removal of the tile and subflooring along with new tile and grout. or cash refund of $3000. $1,157.72 for tile, grout and installation. $1,842.28 for removing tile, grout and subflooring and with new flooring. This will also include my many trips from Deep River to your store at approximately 60miles each and the hours and of aggravation

Sincerely,