Mystic Coastal Flooring

Complaint: [redacted] I am rejecting this response because the business has completely misrepresented the situation Business response in quotes below with my reply following in bold."The customer came in and selected re [redacted] stainless steel tile for this area from my storewhen they got the price, they decided to have a loc [redacted] stainless company do a full sheet of stainless insteadThat was the last I heard of it." This is patently untrue Once we had verb [redacted] assurance from [redacted] that he would work with us to inst**l our choice of materi**, regardless of origin, we explored many options We went into the showroom and discussed the options and once again were assured the materi**s would be profession**ly inst**led We sent to the business, via email, pictures and descriptions of the tile we had procured well ahead of the inst**lation date "I don't know where they bought the tiles in question, but they had to be grouted with sanded groutAny tile with a grout joint larger than an 1/8" must be sandedWe were very careful when we grouted it"Again, patently untrue The documented spec for the tile is 1/8th inch grout joint The inst**ler and owner of the business had been informed of the tile prior to the inst**lation date AND had the tile in-hand the day of the inst**lation It would take anyone with a tape measure seconds to measure the joint and take appropriate steps in it's inst**lation."These tiles will scratch if you use a scrubby pad on them"Untrue, however, as we know, they will scratch if you use the wrong grout I only expect a zero b**ance invoice from the business, that I have yet to receive, but it needs to be documented in some public format that this company does horrible work My contention is, and will remain, that the company was upset that we did not purchase the met [redacted] tile from them even though we purchased the glass tile from them There is documented precedent for this attitude on [redacted] business reviews So, the re [redacted] situation is one of two Either the owner was so juvenile and bitter that we purchased tile elsewhere and instructed his inst**ler to use the wrong grout knowing what it would do, or he simply does not know about tile and how to inst**l it Either way the Revdex.com and public should know this and beware "I did say that I had no experience in polishing this tile and told the customer that I would purchase a polishing kit for him and deduct $from his invoice for his time."Actu**ly what was said was "I'm not to get into polishing this" among such gems as "Some people buy Chinese tile", "Don't lose any sleep over it" and "I'll be in touch" The conversation was incredibly disingenuous and condescending to me as a customer It should be no surprise that I did not settle for a $bag of scouring pads and $credit for what amounted to $1000+ of damage "In reference to his stove, it was pushed into place by the homeowner before we arrived and was so tight between the side w**ls my inst**ler c**led me to come help him get it out of the space"Untrue The inst**ler c**led the business owner to consult on how to address a particular corner in our kitchen As I have stated before, my wife and I remodeled this kitchen ourselves and have had no issues moving ANY appliances The stove is far from a tight fit and if, in fact, the inst**ler needed someones help taking it out why wouldn't they c**l that person back to help re-inst**l it? "The customer used the term 'completly destoyed' to you in their complaintThe only damage was the back plate on the back of the stove looked like it popped out of a clipThis was on the back of the stove."The term "destroyed" was used in reference to the tile, which is destroyed, not the stove In terms of the stove, it would take a considerable amount of force to dislodge the control panel and the surround Even if the only damage was a bent back plate (which it wasn't) does that somehow make it acceptable? The inst**lers ruined the tile, broke the stove and left That is indisputable."The following morning [redacted] c**led me and told me that we **so ripped her floor under the stove**though I have no idea who did that, us or them because the stove was jammed in so tight, I asked her if she had any materi [redacted] left over because I wanted to send my inst**ler over to fix itShe then said to me she had some but NO, my husband will fix it and I think we will just not pay you the $ b**ance we owe you [redacted] are re**ly nice people and I did not expect this from themI was willing to help them out, just not with the polishing partI agreed to forgo the b**ance of $because of their issues which are minerIn closing, I think $is plenty for what little damage they claim and I am sorry that we have lost a customer."The owner never offered to fix anything nor did he agree to forgo the $second payment, but instead contended that we were bad customers and that we caused the damage through our actions.I appreciate that [redacted] sees that we are good people, because we are What we are not, however, are ill-informed consumers who will accept this type of treatment This is the first time in close to years of home ownership and improvement that we have encountered this level of blantantly bad service and lack of accountability As a fellow sm**l business owner in the same sm**l town I hope that [redacted] can improve his business in the areas I have highlighted in this letter Sincerely, [redacted]

To whom it may concern, The customer came in and selected re [redacted] stainless steel tile for this area from my storewhen they got the price, they decided to have a loc [redacted] stainless company do a full sheet of stainless insteadThat was the last I heard of itThe job was delayed months while they were trying to figure out the cheapest way to do this areaI don't know where they bought the tiles in question, but they had to be grouted with sanded groutAny tile with a grout joint larger than an 1/8" must be sandedWe were very careful when we grouted itThese tiles will scratch if you use a scrubby pad on themI did say that I had no experience in polishing this tile and told the customer that I would purchase a polishing kit for him and deduct $from his invoice for his timeIn reference to his stove, it was pushed into place by the homeowner before we arrived and was so tight between the side w**ls my inst**ler c**led me to come help him get it out of the spaceThe customer used the term 'completly destoyed' to you in their complaintThe only damage was the back plate on the back of the stove looked like it popped out of a clipThis was on the back of the stoveThe following morning [redacted] c**led me and told me that we **so ripped her floor under the stove**though I have no idea who did that, us or them because the stove was jammed in so tight, I asked her if she had any materi [redacted] left over because I wanted to send my inst**ler over to fix itShe then said to me she had some but NO, my husband will fix it and I think we will just not pay you the $b**ance we owe you [redacted] are re**ly nice people and I did not expect this from themI was willing to help them out, just not with the polishing partI agreed to forgo the b**ance of $because of their issues which are minerIn closing, I think $is plenty for what little damage they claim and I am sorry that we have lost a customer

To whom it may concern,
The customer came in and selected re** stainless steel tile for this area from my store. when they got the price, they decided to have a loc** stainless company do a full sheet of stainless instead. That was the last I heard of it. The job was delayed 3 months while they...

were trying to figure out the cheapest way to do this area. I don't know where they bought the tiles in question, but they had to be grouted with sanded grout. Any tile with a grout joint larger than an 1/8" must be sanded. We were very careful
when we grouted it. These tiles will scratch if you use a scrubby pad on them. I did say that I had no experience in polishing this tile and told the customer that I would purchase a polishing kit for him and deduct $100 from his invoice for his time. In reference to his stove, it was pushed into place by the homeowner before we arrived and was so tight between the 2 side w**ls my inst**ler c**led me to come help him get it out of the space. The customer used the term 'completly destoyed' to you in their complaint. The only damage was the back plate on the back of the stove looked like it popped out of a clip. This was on the back of the stove. The following morning [redacted] c**led me and told me that we **so ripped her floor under the stove. **though I have no idea who did that, us or them because the stove was jammed in so tight, I asked her if she had any materi** left over because I wanted to send my inst**ler over to fix it. She then said to me she had some but NO, my husband will fix it and I think we will just not pay you the $600 b**ance we owe you. [redacted] are re**ly nice people and I did not expect this from them. I was willing to help them out, just not with the polishing part. I agreed to forgo the b**ance of $600 because of their issues which are miner. In closing, I think $600 is plenty for what little damage they claim and I am sorry that we have lost a customer.

Complaint: [redacted]
I am rejecting this response because the business has completely misrepresented the situation.  Business response in quotes below with my reply following in bold."The customer came in and selected re** stainless steel tile for this
area from my store. when they got the price, they decided to have a
loc** stainless company do a full sheet of stainless instead. That was
the last I heard of it." This is patently untrue.  Once we had verb** assurance from ** that he would work with us to inst**l our choice of materi**, regardless of origin, we explored many options.  We went into the showroom and discussed the options and once again were assured the materi**s would be profession**ly inst**led.  We sent to the business, via email, pictures and descriptions of the tile we had procured well ahead of the inst**lation date.
"I don't know
where they bought the tiles in question, but they had to be grouted with
sanded grout. Any tile with a grout joint larger than an 1/8" must be
sanded. We were very careful
when we grouted it"Again, patently untrue.  The documented spec for the tile is 1/8th inch grout joint.  The inst**ler and owner of the business had been informed of the tile prior to the inst**lation date AND had the tile in-hand the day of the inst**lation.  It would take anyone with a tape measure 5 seconds to measure the joint and take appropriate steps in it's inst**lation."These tiles will scratch if you use a scrubby pad on
them"Untrue, however, as we know, they will scratch if you use the wrong grout.
I only expect a zero b**ance invoice from the business, that I have yet to receive, but it needs to be documented in some public format that this company does horrible work.  My contention is, and will remain, that the company was upset that we did not purchase the met** tile from them even though we purchased the glass tile from them.  There is documented precedent for this attitude on [redacted] business reviews.  So, the re** situation is one of two.  Either the owner was so juvenile and bitter that we purchased tile elsewhere and instructed his inst**ler to use the wrong grout knowing what it would do, or he simply does not know about tile and how to inst**l it.  Either way the Revdex.com and public should know this and beware.
"I did say that I had no experience in polishing this tile and
told the customer that I would purchase a polishing kit for him and
deduct $100 from his invoice for his time."Actu**ly what was said was "I'm not to get into polishing this" among such gems as "Some people buy Chinese tile", "Don't lose any sleep over it" and "I'll be in touch".  The conversation was incredibly disingenuous and condescending to me as a customer.  It should be no surprise that I did not settle for a $50 bag of scouring pads and $100 credit for what amounted to $1000+ of damage.
"In reference to his stove, it
was pushed into place by the homeowner before we arrived and was so
tight between the 2 side w**ls my inst**ler c**led me to come help him
get it out of the space"Untrue.  The inst**ler c**led the business owner to consult on how to address a particular corner in our kitchen.  As I have stated before, my wife and I remodeled this kitchen ourselves and have had no issues moving ANY appliances.  The stove is far from a tight fit and if, in fact, the inst**ler needed someones help taking it out why wouldn't they c**l that person back to help re-inst**l it?
"The customer used the term 'completly destoyed'
to you in their complaint. The only damage was the back plate on the
back of the stove looked like it popped out of a clip. This was on the
back of the stove."The term "destroyed" was used in reference to the tile, which is destroyed, not the stove.  In terms of the stove, it would take a considerable amount of force to dislodge the control panel and the surround.  Even if the only damage was a bent back plate (which it wasn't) does that somehow make it acceptable? The inst**lers ruined the tile, broke the stove and left.  That is indisputable."The following morning [redacted] c**led me and told
me that we **so ripped her floor under the stove. **though I have no
idea who did that, us or them because the stove was jammed in so tight, I
asked her if she had any materi** left over because I wanted to send my
inst**ler over to fix it. She then said to me she had some but NO, my
husband will fix it and I think we will just not pay you the $600
b**ance we owe you. [redacted] are re**ly nice people and I did not
expect this from them. I was willing to help them out, just not with the
polishing part. I agreed to forgo the b**ance of $600 because of their
issues which are miner. In closing, I think $600 is plenty for what
little damage they claim and I am sorry that we have lost a customer."The owner never offered to fix anything nor did he agree to forgo the $600 second payment, but instead contended that we were bad customers and that we caused the damage through our actions.I appreciate that ** sees that we are good people, because we are.  What we are not, however, are ill-informed consumers who will accept this type of treatment.  This is the first time in close to 20 years of home ownership and improvement that we have encountered this level of blantantly bad service and lack of accountability.  As a fellow sm**l business owner in the same sm**l town I hope that ** can improve his business in the areas I have highlighted in this letter.
Sincerely,
[redacted]

Review: Owner and staff was very helpful while selecting tile for our newly renovated kitchen. We were told numerous times that they would inst**l tile whether we purchased it from them our not. We purchased glass tile from them and found stainless steel tile elsewhere and scheduled the inst**l. Upon completion the stainless steel tile had been destroyed due to the inst**l crew using the wrong grout (sanded vs non-sanded). Owner claimed the tile we supplied was of poor qu**ity which was untrue (confirmed with tile vendor). Addition**ly, our oven/range was severely damaged in the inst**lation process and a rip in our kitchen floor was created. Owner visited our house on my request and the first thing out of mouth was to the effect of "I'm not going to fix this", he offered to buy us a scratch remov** kit and told me not to "lose any sleep over it". I spent the next three days trying to repair the tile, which will never be 100% free of scratches, and fixing my appliance and floor.Desired Settlement: I would like to be compensated from the time I spent repairing what this company did to my kitchen. I spent 8 hours fixing the tile, 1.5 hours fixing the range and 1 hour fixing the floor. The quote we origin**ly received was $750 for the job, about 8 hours worth of work which comes out to $93.75 per hour. I worked 10.5 hours repairing the damage which c**culates to $984.38.

Business

Response:

To whom it may concern,

The customer came in and selected re** stainless steel tile for this area from my store. when they got the price, they decided to have a loc** stainless company do a full sheet of stainless instead. That was the last I heard of it. The job was delayed 3 months while they were trying to figure out the cheapest way to do this area. I don't know where they bought the tiles in question, but they had to be grouted with sanded grout. Any tile with a grout joint larger than an 1/8" must be sanded. We were very careful

when we grouted it. These tiles will scratch if you use a scrubby pad on them. I did say that I had no experience in polishing this tile and told the customer that I would purchase a polishing kit for him and deduct $100 from his invoice for his time. In reference to his stove, it was pushed into place by the homeowner before we arrived and was so tight between the 2 side w**ls my inst**ler c**led me to come help him get it out of the space. The customer used the term 'completly destoyed' to you in their complaint. The only damage was the back plate on the back of the stove looked like it popped out of a clip. This was on the back of the stove. The following morning [redacted] c**led me and told me that we **so ripped her floor under the stove. **though I have no idea who did that, us or them because the stove was jammed in so tight, I asked her if she had any materi** left over because I wanted to send my inst**ler over to fix it. She then said to me she had some but NO, my husband will fix it and I think we will just not pay you the $600 b**ance we owe you. [redacted] are re**ly nice people and I did not expect this from them. I was willing to help them out, just not with the polishing part. I agreed to forgo the b**ance of $600 because of their issues which are miner. In closing, I think $600 is plenty for what little damage they claim and I am sorry that we have lost a customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because the business has completely misrepresented the situation. Business response in quotes below with my reply following in bold.

"The customer came in and selected re** stainless steel tile for this

area from my store. when they got the price, they decided to have a

loc** stainless company do a full sheet of stainless instead. That was

the last I heard of it."

This is patently untrue. Once we had verb** assurance from ** that he would work with us to inst**l our choice of materi**, regardless of origin, we explored many options. We went into the showroom and discussed the options and once again were assured the materi**s would be profession**ly inst**led. We sent to the business, via email, pictures and descriptions of the tile we had procured well ahead of the inst**lation date.

"I don't know

where they bought the tiles in question, but they had to be grouted with

sanded grout. Any tile with a grout joint larger than an 1/8" must be

sanded. We were very careful

when we grouted it"

Again, patently untrue. The documented spec for the tile is 1/8th inch grout joint. The inst**ler and owner of the business had been informed of the tile prior to the inst**lation date AND had the tile in-hand the day of the inst**lation. It would take anyone with a tape measure 5 seconds to measure the joint and take appropriate steps in it's inst**lation.

"These tiles will scratch if you use a scrubby pad on

them"

Untrue, however, as we know, they will scratch if you use the wrong grout.

I only expect a zero b**ance invoice from the business, that I have yet to receive, but it needs to be documented in some public format that this company does horrible work. My contention is, and will remain, that the company was upset that we did not purchase the met** tile from them even though we purchased the glass tile from them. There is documented precedent for this attitude on [redacted] business reviews. So, the re** situation is one of two. Either the owner was so juvenile and bitter that we purchased tile elsewhere and instructed his inst**ler to use the wrong grout knowing what it would do, or he simply does not know about tile and how to inst**l it. Either way the Revdex.com and public should know this and beware.

"I did say that I had no experience in polishing this tile and

told the customer that I would purchase a polishing kit for him and

deduct $100 from his invoice for his time."

Actu**ly what was said was "I'm not to get into polishing this" among such gems as "Some people buy Chinese tile", "Don't lose any sleep over it" and "I'll be in touch". The conversation was incredibly disingenuous and condescending to me as a customer. It should be no surprise that I did not settle for a $50 bag of scouring pads and $100 credit for what amounted to $1000+ of damage.

"In reference to his stove, it

was pushed into place by the homeowner before we arrived and was so

tight between the 2 side w**ls my inst**ler c**led me to come help him

get it out of the space"

Untrue. The inst**ler c**led the business owner to consult on how to address a particular corner in our kitchen. As I have stated before, my wife and I remodeled this kitchen ourselves and have had no issues moving ANY appliances. The stove is far from a tight fit and if, in fact, the inst**ler needed someones help taking it out why wouldn't they c**l that person back to help re-inst**l it?

"The customer used the term 'completly destoyed'

to you in their complaint. The only damage was the back plate on the

back of the stove looked like it popped out of a clip. This was on the

back of the stove."

The term "destroyed" was used in reference to the tile, which is destroyed, not the stove. In terms of the stove, it would take a considerable amount of force to dislodge the control panel and the surround. Even if the only damage was a bent back plate (which it wasn't) does that somehow make it acceptable? The inst**lers ruined the tile, broke the stove and left. That is indisputable.

"The following morning [redacted] c**led me and told

me that we **so ripped her floor under the stove. **though I have no

idea who did that, us or them because the stove was jammed in so tight, I

asked her if she had any materi** left over because I wanted to send my

inst**ler over to fix it. She then said to me she had some but NO, my

husband will fix it and I think we will just not pay you the $600

b**ance we owe you. [redacted] are re**ly nice people and I did not

expect this from them. I was willing to help them out, just not with the

polishing part. I agreed to forgo the b**ance of $600 because of their

issues which are miner. In closing, I think $600 is plenty for what

little damage they claim and I am sorry that we have lost a customer."

The owner never offered to fix anything nor did he agree to forgo the $600 second payment, but instead contended that we were bad customers and that we caused the damage through our actions.

I appreciate that ** sees that we are good people, because we are. What we are not, however, are ill-informed consumers who will accept this type of treatment. This is the first time in close to 20 years of home ownership and improvement that we have encountered this level of blantantly bad service and lack of accountability. As a fellow sm**l business owner in the same sm**l town I hope that ** can improve his business in the areas I have highlighted in this letter.

Sincerely,