We are in receipt of the aforementioned complaint and are sending the customer a check for $as requestedWe apologize for any inconvenience that the customer experiencedWe will be mailing the check today. Sincerely, *** ***
May 10, 2016 ID [redacted] Credit card charge was voided that day. I can submit a copy of the credit card summary for that day if needed. Depending on his financial institution, the refund may take up to 3 business days to appear.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
The contractor is scheduled to come to my home the week of June 1 to repair improperly installed tile and grout. I have made arrangements with office to be at home that week. i informed Kitchen and Bath of the arrangement.I am rejecting this response because:rejection of comment floor is dirty. The grout will not stay clean because it was not installed correctly. Kitchen and Bath representative sprayed a mild cleaner, similar to [redacted], on one spot and wiped with a paper towel. some dirt came off the floor. It did not successfully clean the grout line. I do not believe this is an industry standard for testing grout installation and sealing. The grout is crumbling, has gaps, and is discolored. I will provide photos if needed.The vendor did not use the grout we selected. They installed another product without my knowledge or consent. The grout is coming out of the floor. This is disappointing as we paid to have the floor leveled prior to installation of the tile.When working with Kitchen and Bath, they work with their selected tile vendor. The vendor's showroom displays Kitchen and Bath's work,we worked with this vendor. After selection of items Kitchen and Bath representatives pick up the items and deliver and install them in your home. I believe it is a reasonable expectation on the consumers part that they verified the items they took receipt of were the items the consumer selected. Successful correction of this problem also needs to include addressing grout discoloring, disclosure of the name of the grout used on our floor, and a description of what type of grout it is. The grout recommended to us was heavy duty and that was the grout we selected.
Regards,
[redacted]
Kitchen and Bath Factory has been in contact with the client to address the floor issues. The contractor that installed the floor has agreed to correct the tiles which are rising up from the subfloor and repair the grout. There are several areas where the grout is crumbling from the joint. These...
areas the contractor has plans to remove the grout and install new. There are a few areas of the floor where the grout has darkened. It was determined that these areas needed to be cleaned. After the heavy winter, excess dirt had settled in the groutlines and changed the color of the grout. It was not of our knowledge or the contractors that the grout selection made at Mosaic tile was different from the material that was given to the contractor when the order was picked up. KBF has currently scheduled the contractor to return on 6/1/15 to repair the tiles and grout. The grout is in stock and the tile has a 1 day lead time. The contractor has made arrangements to purchase the tiles and grout. KBF is committed to resolving all issues with our clients, as it is the utmost importance to us to maintain a good standing relationship after a project is finished.Thank You,David D
We are in receipt of the aforementioned complaint and are sending the customer a check for $as requestedWe apologize for any inconvenience that the customer experiencedWe will be mailing the check today. Sincerely, *** ***
May 10, 2016 ID [redacted] Credit card charge was voided that day. I can submit a copy of the credit card summary for that day if needed. Depending on his financial institution, the refund may take up to 3 business days to appear.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
The contractor is scheduled to come to my home the week of June 1 to repair improperly installed tile and grout. I have made arrangements with office to be at home that week. i informed Kitchen and Bath of the arrangement.I am rejecting this response because:rejection of comment floor is dirty. The grout will not stay clean because it was not installed correctly. Kitchen and Bath representative sprayed a mild cleaner, similar to [redacted], on one spot and wiped with a paper towel. some dirt came off the floor. It did not successfully clean the grout line. I do not believe this is an industry standard for testing grout installation and sealing. The grout is crumbling, has gaps, and is discolored. I will provide photos if needed.The vendor did not use the grout we selected. They installed another product without my knowledge or consent. The grout is coming out of the floor. This is disappointing as we paid to have the floor leveled prior to installation of the tile.When working with Kitchen and Bath, they work with their selected tile vendor. The vendor's showroom displays Kitchen and Bath's work,we worked with this vendor. After selection of items Kitchen and Bath representatives pick up the items and deliver and install them in your home. I believe it is a reasonable expectation on the consumers part that they verified the items they took receipt of were the items the consumer selected. Successful correction of this problem also needs to include addressing grout discoloring, disclosure of the name of the grout used on our floor, and a description of what type of grout it is. The grout recommended to us was heavy duty and that was the grout we selected.
Regards,
[redacted]
Kitchen and Bath Factory has been in contact with the client to address the floor issues. The contractor that installed the floor has agreed to correct the tiles which are rising up from the subfloor and repair the grout. There are several areas where the grout is crumbling from the joint. These...
areas the contractor has plans to remove the grout and install new. There are a few areas of the floor where the grout has darkened. It was determined that these areas needed to be cleaned. After the heavy winter, excess dirt had settled in the groutlines and changed the color of the grout. It was not of our knowledge or the contractors that the grout selection made at Mosaic tile was different from the material that was given to the contractor when the order was picked up. KBF has currently scheduled the contractor to return on 6/1/15 to repair the tiles and grout. The grout is in stock and the tile has a 1 day lead time. The contractor has made arrangements to purchase the tiles and grout. KBF is committed to resolving all issues with our clients, as it is the utmost importance to us to maintain a good standing relationship after a project is finished.Thank You,David D