Mr. Ceramic Tile & Bathroom Renovations Ltd

JOB ESTIMATE
*** * *** ***
#*** *** ***
Edmonton, Alberta April 23,
Page of
WORK TO MASTER BATHROOM
Hi ***, please note other tiles may crack while removing the ten pieces that are presently cracked
There is no easy way of removing these tiles other than with "hammer & chisel"
I will give you three estimates, one for removing only ten cracked tiles, one for leaving the existing
cracked tiles in place and applying a membrane sheet over three walls and another (if this causes
major damage to the wall behind the tiles) for completely re waterproofing and re tiling the complete
shower
I would like to think and hope this is not the caseI would prefer the first or second option
a) Labour & materials to remove / replace only ten pieces of cracked wall tile without any
issuesday job
$+ GST
b) Labour & materials to leave the existing shower walls intact: Apply Schluter Kerdi membrane
over the existing shower walls (walls only - door wall and shower floor would not be
touched) Tile three shower walls using LaReserva" Grey 8" x 10" field tile
1/day's job
$+ GST
c) Labour & materials to remove all shower walls and shower floorInstall new rubber liner to
shower floor & new board to all shower wallsCement shower floor
Apply Waterproof membrane coating on top of shower board and over cement on shower
floor
Tile shower walls including wall tile: "LaReserva" Grey 8" x 10" field tile onlyUsing 2" x 2"
matte glazed mosaic "RAL 200" for shower floor
Using white acrylic grout, white vinyl tile trim, one ceramic soap dish & two ceramic shampoo
corner caddies
____________________________________________________________Page of
Excluding painting that may be required after the work is completed
Existing bathroom floor to remainRe install existing shower door
day job $+ GST
Option a) b) c) We will not consider replacing anymore cracked tiles in the future if the cracking of
tile occurs againMovement is beyond our control and is not part of our one year warranty
*** I totally understand from a customer's point of view, one doesn't expect cracked tileHowever
tile will not tolerate the slightest movement as they are clay productsIf movement occurs
regardless of what is tiled there will be cracking
If you want us to proceed with the repair please reply in writing stating you agree to pay the amount
of that particular estimate and with the understanding that option c) may be necessary
In the case of option a) If this was not possible to do and it looked like causing damage to the wall
we might be able to go with option b)
Major damage to the backing board or rubber liner would necessitate going with option c)
A word of caution: We would try and remove the cracked tile as carefully as we can, however too
much hammering may result in the rubber liner that is currently positioned under the cement and
attached to the wall - fracturingIf this occurs the shower will leak and will have to be completely re
doneWe will not be held responsible if this occurs
Please provide parking for the duration of the work
Please advise
MrCeramic Tile & Bathroom Renovations Ltd
Per: Richard *** (***2.doc)

(The consumer indicated he/she DID NOT accept the response from the business.)
We are not satisfied with this response. I would like to simplify the issue as we see it.
We paid Mr. Ceramic, in good faith, for a sealed, waterproof tiled shower that we expected to last for many, many years. I did not expect it just to be waterproof but I expected it to look nice without cracked tiles. The last shower was the original that had been in place for over 30 years. It had only begun to leak after almost 35 years of use. There were no VISIBLE cracks in this shower tile.
The shower that Mr. Ceramic made for us had cracked tiles in the first 10 months or so, DURING THE WARRANTY PERIOD. Mr. Ceramic did come and replace these for us just outside of the warranty period.
The same problem which presented in the warranty period began to happen again toward the end of the following year. [redacted]. Beyond that, it has been difficult to get him to come do the work as he always tells us he has other new installs to do which will keep him busy for many months. But the main issue is that there is a problem with this shower that was evident in the first year after the install that is persisting to the present day. [redacted] [redacted]
 
[redacted]  Movement had not caused the tiles to break in the past 30 years when the tiles were mounted on drywall. Mr. Ceramic is suggesting that movement is causing cracks now - IF this is the case it is because of the choice he made is setting up the shower.
[redacted]
Either way, we believe that Mr. Ceramic is at fault for the problem we are having, a problem which started within the warranty period and has continued to this day. We believe that this problem should be remedied by Mr. Ceramic at no cost to us. We have had this shower less than 4 years with constantly cracking tiles throughout those 4 years (by the way, there are even more cracked tiles since this complaint began - probably closer to 15 now).

Contact Name and Title: Richard [redacted] President
Contact Phone: ###-###-####
Contact Email: [redacted]
Thank you for the opportunity to respond to this complaint. First let me say I have been the owner/operator of Mr.Ceramic Tile & Bathroom Renovations since the company was founded in...

1980. This is the first complaint we have received in 36 years.
Mr. [redacted] was given an estimate on January 10, 2012 to remove his existing shower stall.
Estimate as follows: Install a new faucet with a hand held shower, waterproof and tile the walls and the shower floor. A new shower door was also provided.
All of our work is guaranteed for a one year period. We do not offer a lifetime guarantee. Before we started any work Mr. [redacted] signed a job sheet proposal dated February 21, 2012 outlining our normal terms and work conditions. The proposal clearly states "All work is guaranteed for one full year" and "Please Note we do not guarantee cracking of tile and grout due to movement, this is beyond our control" I can produce a copy of this for your reference if required.
One cracked tile was replaced shortly after the warranty expired with no charge. We did not experience any problems while removing this tile. We need to point out the framing of the shower walls consists of steel studs. Installed when the building was constructed.
We heard from Mr. [redacted] again in 2015 saying he had some more cracked tiles. We explained we would have to fit him in somewhere in the schedule as we were booking quite far in advance. Presently we are booking into November 2016 for work to be done.
I do not appreciate the word excuses been used. Mr. [redacted] was informed I was to have carpal tunnel surgery on both hands and it would be at least two month before I could to return to work. Not a sickness as he reported.
At No Point and time was he ever told repairs would be done free of charge.
My wife [redacted] who works at our shop and myself visited Mr. [redacted]'s residence to view the problem.
Let me say the shower looks like the day I completed it. No leaking No mould, looks great. The cracking that was pointed out to us was very unusual, normally cracked tile would be either in a horizontal line or vertical(usually on a backing board joint) not at a 45 degree. Some of the cracks were not visible unless you were a few inches away. One explanation for this is - work carried out on adjacent walls, however I am told this was not so. There may have been some mention of work to an adjacent closet?
I explained there would be a charge for the replacement of tile (replacement only if this was possible) as movement is beyond our control. He asked why his previous tiled shower wasn't cracked. (some were cracked) I replied whomever did your previous shower did not waterproof it, they used drywall. (IT LEAKED. Drywall is more flexible but should not be used when waterproofing a shower.
I told him I will try and remove the approx. 10 pieces of the cracked tiles. However if the wall behind the tile is compromised in any way I would have to completely remove all the walls/floor and start from the beginning. This would take a minimum of seven days and would be expensive. *While removing wall tile from a shower constructed with steel studs there is always the danger of cracking/breaking more tile.*
Just to clarify a few points: New phone numbers were not provided to us before February 1, 2016. Mr. [redacted] did not know he had dropped off his house key to our shop, it was I who reminded him of this.
I received a phone call from Mr. [redacted] April 1, 2016 at 4:17 pm asking when he could expect the work to be done. I explained starting April 5th to April 15th we were to attend a Fatality Enquiry (still ongoing) for my niece. (obviously he did not listen) I had asked if any work could be done on a Saturday. He told me he would check with the board and get back to us.
When I realized that April 5th was a Tuesday (not a Monday) I phoned him back at 4:35 pm (April 1st) saying I could do this on Monday April 4th. At that point I re affirmed there would be a charge for the repair.
I then proceeded to confirm this to him by text. I texted Mr. [redacted] April 3rd confirming I only have one day to do this. If the repair was not completed I would have to leave the remainder of work until after April 15 (enquiry is scheduled to end that day)I also confirmed our conversation about the possibility of having to redo the complete shower.
No reply was received to my text.
I again texted Mr. [redacted] Monday April 4th at 8:05 am asking him if he had received my previous text (Sunday) and has he cleared the shower. (personal items) I did not receive a reply from him until Monday 12:15pm on April 4th....... I was not going to start his job late afternoon, not enough time.
If required I have proof of all the text and times.
I sent another text saying it would have to be rescheduled. Sent at 12:21pm April 4th.
Hence the complaint.
We have made every attempt to do this repair for our customer. Communication / returning of phone calls with Mr. [redacted] via telephone has been a challenge at times.
At no time was it mention by us that work would be or should it be carried out at our cost.
Mr. [redacted] knew before we started any work
1) The duration of our warranty.
2) We do not guarantee cracking due to movement. This is beyond our control.
I have no problem attending a meeting at Mr. [redacted]'s residence with one of the Revdex.com staff so you could see for yourself the great workmanship that was performed.
Main bathroom (I stand to be corrected) consists of a bathtub and tile. Totally different concept to a walk in shower. Waterproofing and tiling around a bathtub only takes two days and is not susceptible to the same movement.
I will send Mr. [redacted] an estimate for the repair: To replace approx. 10 pieces of wall tile. (when I have the time after April 15th 2016)
I will confirm the possibility of damaging more tiles and the backing board behind the tile while removing the tiles in question. If this occurs the shower will have to be completely redone including the shower floor. (as we would have to install a new rubber liner)
An additional estimate will also be sent for this work.
Before any work is done including a repair we will require a response in writing form Mr.[redacted] to acknowledge that he is agreeable.
Prior to selecting our company to do the work Mr. [redacted] was provided with three references.
It is very unfortunate we are blamed for something that is beyond our control.
Please Note: Even if we were to completely waterproof and retile the shower we will still not guarantee any movement that may occur.
Please advise Mr. [redacted] to collect his house key from our shop to avoid it been misplaced after April 15th.
This is our response to the complaint.
Richard [redacted]
Mr.Ceramic Tile & Bathroom Renovations Ltd