Complaint: [redacted] I am rejecting this response because: First of all no indication of issues was raised with us as he indicates in the responseThis was a big and expensive project and not something I can easily correctI would’ve never take any shortcuts here and I am very surprised and angry he is making this up Before installing the tiles we were showed the sagging however we were told it would simple take more cement to make sure the tiles are levelAgain, no indication of a problem was givenThey did have a hard time removing the previous underlayment due to the number of nails keeping in place and made a comment he never saw that beforeWe were shown the sagging after preparing the new underlayment and no mention of it was made when he inspected the old floor at the beginning of the project; I have never noticed any living in the house day-to-day The grout started to crack in the first week and weeks later when we called them to investigate I heard for the first time a quiet comment that there is a vibration with the floorI didn’t think much of it at the time; the grout was fixed and we thought that would be the end of itReading his response I now suspect he estimated the vibration is manageable and proceeded with the install without talking to us A couple of months later we started to see more cracks in the grout and we contacted him againWe were told he had another job in the neighborhood and will stop bymonths later and other promises (I would walk with the dog past the house where he was working and would remind him to stop by) we started to hear various explanations about the problemHe waited until the job nearby was done so he didn’t have to deal with us – it took another weeks to get him on the phone and then another to get him back to take a lookAt this point you would walk on the tiles and hear a grinding noise coming from underneath If I remember correctly the order: - old tiles were fine because they were inch squares and smaller than the new onesWhen we were first trying to decide what new tiles to buy he said it will look good with 12xtiles and the only comment was that they are harder to install because they show all imperfections very easily- Cement was blamed and we were told to call the manufacturerWe only provided the tiles for the job and have no idea who the manufacturer is and no proof I actually bought their cement- Structural issues: the house was poorly designed and should’ve had more support Now it is the crawlspaceWe do have a crawlspace that was initially covered with gravel and was letting some humidity in however we do have a [redacted] Compact dehumidifier which kept that under controlIt is rated for square feet crawlspace operation and it is installed in a square feet crawlspaceWe tried [redacted] to try to insulate however we were still getting an odor in the basement; not a humidity problem which was controlled at all timesWe did eventually replace that with concrete when [redacted] could not do anything to alleviate the smell When he eventually came out we told him that when we previously got a quote from another contractor they indicated a wire mesh was required under the tiles for our the type of floorHe did use that method for the tiles he removed and reinstalled and we are not seeing a problem with them nowThis makes me believe this was the way they should’ve been that from the beginningWe tried to talk to him to come again and use the same new method on the other tiles that move but he refused and claims he did nothing wrong I do think he tried his best to get us a new floor but misjudged what he was working withWe do expect him to take responsibility for that mistake as we did not hide anything from him: he saw the previous tiles (which while dated were still in place), agreed to install new ones, removed and reinstalled them We wish we would have gotten from him the same results as our friends but was nothing but problemsWe had problems with other work he did for us and we got from him funny explanations again Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:
First of all no indication of issues was raised with us as he indicates in the response. This was a big and expensive project and not something I can easily correct. I would’ve never take any shortcuts here and I am very surprised and angry he is making this up.
Before installing the tiles we were showed the sagging however we were told it would simple take more cement to make sure the tiles are level. Again, no indication of a problem was given. They did have a hard time removing the previous underlayment due to the number of nails keeping in place and made a comment he never saw that before. We were shown the sagging after preparing the new underlayment and no mention of it was made when he inspected the old floor at the beginning of the project; I have never noticed any living in the house day-to-day.
The grout started to crack in the first week and 2 weeks later when we called them to investigate I heard for the first time a quiet comment that there is a vibration with the floor. I didn’t think much of it at the time; the grout was fixed and we thought that would be the end of it. Reading his response I now suspect he estimated the vibration is manageable and proceeded with the install without talking to us.
A couple of months later we started to see more cracks in the grout and we contacted him again. We were told he had another job in the neighborhood and will stop by. 4 months later and other promises (I would walk with the dog past the house where he was working and would remind him to stop by) we started to hear various explanations about the problem. He waited until the job nearby was done so he didn’t have to deal with us – it took another 3 weeks to get him on the phone and then another 2 to get him back to take a look. At this point you would walk on the tiles and hear a grinding noise coming from underneath.
If I remember correctly the order:
- old tiles were fine because they were 6 inch squares and smaller than the new ones. When we were first trying to decide what new tiles to buy he said it will look good with 12x24 tiles and the only comment was that they are harder to install because they show all imperfections very easily.
- Cement was blamed and we were told to call the manufacturer. We only provided the tiles for the job and have no idea who the manufacturer is and no proof I actually bought their cement.
- Structural issues: the house was poorly designed and should’ve had more support.
Now it is the crawlspace. We do have a crawlspace that was initially covered with gravel and was letting some humidity in however we do have a [redacted] Compact dehumidifier which kept that under control. It is rated for 1800 square feet crawlspace operation and it is installed in a 600 square feet crawlspace. We tried [redacted] to try to insulate however we were still getting an odor in the basement; not a humidity problem which was controlled at all times. We did eventually replace that with concrete when [redacted] could not do anything to alleviate the smell.
When he eventually came out we told him that when we previously got a quote from another contractor they indicated a wire mesh was required under the tiles for our the type of floor. He did use that method for the tiles he removed and reinstalled and we are not seeing a problem with them now. This makes me believe this was the way they should’ve been that from the beginning. We tried to talk to him to come again and use the same new method on the other tiles that move but he refused and claims he did nothing wrong.
I do think he tried his best to get us a new floor but misjudged what he was working with. We do expect him to take responsibility for that mistake as we did not hide anything from him: he saw the previous tiles (which while dated were still in place), agreed to install new ones, removed and reinstalled them.
We wish we would have gotten from him the same results as our friends but was nothing but problems. We had problems with other work he did for us and we got from him funny explanations again .
Complaint: [redacted] I am rejecting this response because: First of all no indication of issues was raised with us as he indicates in the responseThis was a big and expensive project and not something I can easily correctI would’ve never take any shortcuts here and I am very surprised and angry he is making this up Before installing the tiles we were showed the sagging however we were told it would simple take more cement to make sure the tiles are levelAgain, no indication of a problem was givenThey did have a hard time removing the previous underlayment due to the number of nails keeping in place and made a comment he never saw that beforeWe were shown the sagging after preparing the new underlayment and no mention of it was made when he inspected the old floor at the beginning of the project; I have never noticed any living in the house day-to-day The grout started to crack in the first week and weeks later when we called them to investigate I heard for the first time a quiet comment that there is a vibration with the floorI didn’t think much of it at the time; the grout was fixed and we thought that would be the end of itReading his response I now suspect he estimated the vibration is manageable and proceeded with the install without talking to us A couple of months later we started to see more cracks in the grout and we contacted him againWe were told he had another job in the neighborhood and will stop bymonths later and other promises (I would walk with the dog past the house where he was working and would remind him to stop by) we started to hear various explanations about the problemHe waited until the job nearby was done so he didn’t have to deal with us – it took another weeks to get him on the phone and then another to get him back to take a lookAt this point you would walk on the tiles and hear a grinding noise coming from underneath If I remember correctly the order: - old tiles were fine because they were inch squares and smaller than the new onesWhen we were first trying to decide what new tiles to buy he said it will look good with 12xtiles and the only comment was that they are harder to install because they show all imperfections very easily- Cement was blamed and we were told to call the manufacturerWe only provided the tiles for the job and have no idea who the manufacturer is and no proof I actually bought their cement- Structural issues: the house was poorly designed and should’ve had more support Now it is the crawlspaceWe do have a crawlspace that was initially covered with gravel and was letting some humidity in however we do have a [redacted] Compact dehumidifier which kept that under controlIt is rated for square feet crawlspace operation and it is installed in a square feet crawlspaceWe tried [redacted] to try to insulate however we were still getting an odor in the basement; not a humidity problem which was controlled at all timesWe did eventually replace that with concrete when [redacted] could not do anything to alleviate the smell When he eventually came out we told him that when we previously got a quote from another contractor they indicated a wire mesh was required under the tiles for our the type of floorHe did use that method for the tiles he removed and reinstalled and we are not seeing a problem with them nowThis makes me believe this was the way they should’ve been that from the beginningWe tried to talk to him to come again and use the same new method on the other tiles that move but he refused and claims he did nothing wrong I do think he tried his best to get us a new floor but misjudged what he was working withWe do expect him to take responsibility for that mistake as we did not hide anything from him: he saw the previous tiles (which while dated were still in place), agreed to install new ones, removed and reinstalled them We wish we would have gotten from him the same results as our friends but was nothing but problemsWe had problems with other work he did for us and we got from him funny explanations again Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:
First of all no indication of issues was raised with us as he indicates in the response. This was a big and expensive project and not something I can easily correct. I would’ve never take any shortcuts here and I am very surprised and angry he is making this up.
Before installing the tiles we were showed the sagging however we were told it would simple take more cement to make sure the tiles are level. Again, no indication of a problem was given. They did have a hard time removing the previous underlayment due to the number of nails keeping in place and made a comment he never saw that before. We were shown the sagging after preparing the new underlayment and no mention of it was made when he inspected the old floor at the beginning of the project; I have never noticed any living in the house day-to-day.
The grout started to crack in the first week and 2 weeks later when we called them to investigate I heard for the first time a quiet comment that there is a vibration with the floor. I didn’t think much of it at the time; the grout was fixed and we thought that would be the end of it. Reading his response I now suspect he estimated the vibration is manageable and proceeded with the install without talking to us.
A couple of months later we started to see more cracks in the grout and we contacted him again. We were told he had another job in the neighborhood and will stop by. 4 months later and other promises (I would walk with the dog past the house where he was working and would remind him to stop by) we started to hear various explanations about the problem. He waited until the job nearby was done so he didn’t have to deal with us – it took another 3 weeks to get him on the phone and then another 2 to get him back to take a look. At this point you would walk on the tiles and hear a grinding noise coming from underneath.
If I remember correctly the order:
- old tiles were fine because they were 6 inch squares and smaller than the new ones. When we were first trying to decide what new tiles to buy he said it will look good with 12x24 tiles and the only comment was that they are harder to install because they show all imperfections very easily.
- Cement was blamed and we were told to call the manufacturer. We only provided the tiles for the job and have no idea who the manufacturer is and no proof I actually bought their cement.
- Structural issues: the house was poorly designed and should’ve had more support.
Now it is the crawlspace. We do have a crawlspace that was initially covered with gravel and was letting some humidity in however we do have a [redacted] Compact dehumidifier which kept that under control. It is rated for 1800 square feet crawlspace operation and it is installed in a 600 square feet crawlspace. We tried [redacted] to try to insulate however we were still getting an odor in the basement; not a humidity problem which was controlled at all times. We did eventually replace that with concrete when [redacted] could not do anything to alleviate the smell.
When he eventually came out we told him that when we previously got a quote from another contractor they indicated a wire mesh was required under the tiles for our the type of floor. He did use that method for the tiles he removed and reinstalled and we are not seeing a problem with them now. This makes me believe this was the way they should’ve been that from the beginning. We tried to talk to him to come again and use the same new method on the other tiles that move but he refused and claims he did nothing wrong.
I do think he tried his best to get us a new floor but misjudged what he was working with. We do expect him to take responsibility for that mistake as we did not hide anything from him: he saw the previous tiles (which while dated were still in place), agreed to install new ones, removed and reinstalled them.
We wish we would have gotten from him the same results as our friends but was nothing but problems. We had problems with other work he did for us and we got from him funny explanations again .
Sincerely,
[redacted]