Richmond Ceramic Tile Distributors Inc.

Review: Purchased product -- 2/ five foot by 5 foot porcelain polymer product for kitchen back splash . Vendor described as "new" product i.e. experimental, but they said they would find me a fabricator to cut and install for about $1,000. Two estimates came in : one at $1700 and one at $2000 which I cannot afford, and they wanted me to sign waivers that if it broke on cutting they would not be responsible. That would have been a total loss. A third fabricrator Richmond Tile sent promised to do the job and then disappeared. Richmond Tile would neither allow me cancel the order and give me a credit. I feel that since this is a product so new that no one wants to cut and install it without a waiver or at the estimated price I was promised, I am entitled to a refund. I have paid for it in full, nearly $1700, have the receipts and the product is still at Richmond Tile in their possession.Desired Settlement: Refund

Business

Response:

December **, 2013

The following is Richmond Tile’s response to the above captioned complaint.

Richmond Tile supplied the perfect product for this project, based on the requests by [redacted]. A Kitchen Backsplash with minimal grout joints that give the appearance of Natural Stone. (Marmi Maximum a new series manufactured by Fiandre, A 50 year old highly respected Italian manufacturer, a consistent leader in innovative product that sets the standard of other manufacturers . Marmi Maximum is an impervious porcelain tile with digitally produced finish that is identical in appearance to Natural Stone and available in astonishing sizes) This product is new but there is nothing experimental about it, as mentioned in the complaint.

For product data, where you will find very impressive data regarding this product, please visit the Fiandre website at : [redacted]

We do not perform the installations but we did recommend at least two independent installers to [redacted] (Independent Installer) came in with a price of $1,100, which was well within the $1,000 to $1,500 guess we made when she purchased the material.

With regards to waivers for damages during installation, this should have nothing to do with [redacted], that has to do with the contractor.

I spoke with [redacted] (Independent Installer), yesterday and he told me he has been leaving messages with [redacted].

Richmond Tile has been in business for forty (40) years providing State of the Art products. We honestly thought this project was well on its way. This material is custom made and not a Stock item and is not cancelable, as stated on our invoice. Attached you will find a copy of the invoice and Deposit History.

[redacted] seemed to be pleased and excited about this project when she came in to our Showroom with [redacted] (Independent Installer) to pay in full for the material. I left a message today, Tuesday December **, 2013, on [redacted]’s daytime answering machine.

PS; I tried to attach scanned invoice and deposit history but your system would not allow it. If you need them, let me know and I will be happy to email them.

Yours Truly

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint:thank you for your follow up. First time I heard from [redacted] was on 12-** at which time he began his email and I quote, remember me followed by an apology for not pursuing my installation. In Richmond Tile's response to you they wrote an untruth about [redacted] trying to contact me. Also they are trying to make a case for the fact tat they do not do installation. I have a witness willing to attest to the fact that the product is NEW and they stated at the time of purchase that they had people able to cut and install it. They continue to lie. While I am willing to work out a compromise, they appear to be intractable in their response as presented here. I do not have possession of the material nor do I intend to take possession of it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,