This is to inform you that my complaint on 4/22/2016 ID [redacted] has been resolved. I received my flooring order and do not wish to take any further action. Thank you
Complaint: [redacted]I am rejecting this response because: This is not true. I did not bring any tiles to them. I picked from their showroom. I paid for delivery of all tile. Steve came to my house once to measure and once to look at the bathroom just before I sent this letter. I had to pick up the fireplace tile, return the wrong ones and pick up the correct ones. The kitchen backsplash was ordered in the wrong color. I "delivered it at no charge back to them" and had to also pick up the new stuff. The bathroom floor I ordered was by McLarens admission not represented on the display as to what it actually was. It appeared to be all white but when it arrived it had a grey strip down one side. This was not on the display card. I "delivered it at no charge back to them" and they returned it to their supplier. This was after they told me what a problem it would be etc.... The new floor was to be all white with a matte finish on the floor and shiny on the walls. When we went to install the wall we found that half of the boxes were a grey color. Knowing what a problem this was before and the fact that some of the tiles had been installed before the color discrepancy was discovered, I decided to make do the best I could. There has already been so many ordering errors and delays and I didn't want any more. The job had been delayed months from all the items that were not ordered correctly initially. To say that the "color issue" is because one is honed and one is polished is a flat out lie. Steve saw the floor and saw the walls. All the walls are all polished. Half are Grey when they were all suppose to be white. He also saw the box's with the same dye lot number on them. That is how they were ordered. I had sent a picture to them showing the difference in color. I had to send it to two different people as the first person did not respond. They replied back acknowledging the difference and said "what do you want us to do". I never got a response back from them when I said I wanted to discuss this with them. In regards to the kitchen, the tile is chipped due to poor quality not installation. Multiple pieces, some still in the box are chipped. These are 20 x 20 tiles and I have replaced ten already and need to replace about 15 more. That is a lot of replaced square footage. Steve held one of the never been laid tiles in his hand and saw that it had chips. How did that happen? He insisted spacers were not used. I assured him they were. I am surprised that a tile installer can do the bathroom, shower, bathtub, fireplace and backsplash beautifully but apparently is unable to do the kitchen floor and somehow caused the tiles to chip even as they were sealed in the boxes. This order has been messed up by McClarens from the start with wrong amounts and wrong items but they want me to believe that they have no accountability to compensate me for these ongoing mistakes and poor quality tile. At no time did my installer say he couldn't install the tiles because they were to big. The manufactures rep did call me but said he didn't know why he was. I don't know either. I didn't buy the tile from him. I bought it from McClarens. They need to make this right with me and then take up the quality issue with their representative.Sincerely,[redacted]
This is to inform you that my complaint on 4/22/2016 ID [redacted] has been resolved. I received my flooring order and do not wish to take any further action. Thank you
Complaint: [redacted]I am rejecting this response because: This is not true. I did not bring any tiles to them. I picked from their showroom. I paid for delivery of all tile. Steve came to my house once to measure and once to look at the bathroom just before I sent this letter. I had to pick up the fireplace tile, return the wrong ones and pick up the correct ones. The kitchen backsplash was ordered in the wrong color. I "delivered it at no charge back to them" and had to also pick up the new stuff. The bathroom floor I ordered was by McLarens admission not represented on the display as to what it actually was. It appeared to be all white but when it arrived it had a grey strip down one side. This was not on the display card. I "delivered it at no charge back to them" and they returned it to their supplier. This was after they told me what a problem it would be etc.... The new floor was to be all white with a matte finish on the floor and shiny on the walls. When we went to install the wall we found that half of the boxes were a grey color. Knowing what a problem this was before and the fact that some of the tiles had been installed before the color discrepancy was discovered, I decided to make do the best I could. There has already been so many ordering errors and delays and I didn't want any more. The job had been delayed months from all the items that were not ordered correctly initially. To say that the "color issue" is because one is honed and one is polished is a flat out lie. Steve saw the floor and saw the walls. All the walls are all polished. Half are Grey when they were all suppose to be white. He also saw the box's with the same dye lot number on them. That is how they were ordered. I had sent a picture to them showing the difference in color. I had to send it to two different people as the first person did not respond. They replied back acknowledging the difference and said "what do you want us to do". I never got a response back from them when I said I wanted to discuss this with them. In regards to the kitchen, the tile is chipped due to poor quality not installation. Multiple pieces, some still in the box are chipped. These are 20 x 20 tiles and I have replaced ten already and need to replace about 15 more. That is a lot of replaced square footage. Steve held one of the never been laid tiles in his hand and saw that it had chips. How did that happen? He insisted spacers were not used. I assured him they were. I am surprised that a tile installer can do the bathroom, shower, bathtub, fireplace and backsplash beautifully but apparently is unable to do the kitchen floor and somehow caused the tiles to chip even as they were sealed in the boxes. This order has been messed up by McClarens from the start with wrong amounts and wrong items but they want me to believe that they have no accountability to compensate me for these ongoing mistakes and poor quality tile. At no time did my installer say he couldn't install the tiles because they were to big. The manufactures rep did call me but said he didn't know why he was. I don't know either. I didn't buy the tile from him. I bought it from McClarens. They need to make this right with me and then take up the quality issue with their representative.Sincerely,[redacted]