The Bike Stop

Below is the information that you requested onlineIt does not have any information other than the style and color that was ordered for youIf the tile was a different color than it should not have been installedI do not have any record of receiving a text picture of the cartonQuestion Answer Name [redacted] Email [redacted] Phone [redacted] Name of Manufacturer? daltile Type of Flooring: Tile Style Name & Number? RDRidgeview Color Name & Number? Beige If Tile; What Size? 12x How Much Product Do You Need? 300-600s

I did not receive any messages from the customer until yesterday afternoonI understand that this has been going on a long time for the [redacted] , however, unfortunately it was kept from me until this JanuaryI am sorry for thisThis claim has been declined by the manufacturer stating that it is a labor related problemUpon personal inspection I disagreeThe comments that their inspector points out to be the cause of the issues do not substantiate the type of failure that is taking placeI have been in touch with my factory rep, his boss and the claims department with [redacted] and am getting no where with themI have decided to hire my own independent inspector to take a look at the problemI have spoken with the customer today and will keep him advised as to when we will have our inspector come to look at the job

The customer did request a price quote by E-mailI called the customer back and left a message that I had a price for the material requestedI do not have any recollection nor do I have a photo from he customer requesting a specific dyelotI furnished the style and color that the customer requested and did not have any information about the actual dyelot requiredShe told me that she would not recommend my company to her neighbors and I did in deed tell her that it was her prerogative, however, I did not hang up on the customerAt the time that the tile was installed someone has to take the responsibility to look at the tile and if it is not acceptable the installation should have been stopped

Complaint: ***
I am rejecting this response because: Then why would I have your phone number? *** and a picture sent on February 22nd at 10:AM. Again, I am a consumer seeking a product - and you are selling it - if it comes in multiple shades of the same color it is your job to clarify what shade is neededThis information was provided by the label & you failed to order what I requested. As far as why it was installed, I was out of town when the work was completedAfter contacting the manufacturer to find out why it did't match I was told the shade number on the boxes were not the sameI am not a tile professional, you are. I again am seeking an adjustment to the pricing I paid to include reimbursement of the broken box.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: You are lying about not receiving any messages until yesterday!!!!!!!!!!!!! How is that you came out to our house if you never received any messages from us!!!!!! I will pull phone records for proof if you want to continue to lie an act like you didn't know there was a problem. *** *** has been aware of this situation from the beginning!!!!! If he did not get the messages to you, shame on him as your employee and shame on you for not being a more active business owner. You had no problem calling me and asking me for the remaining balance we owe you and when I told you our floors were still not finished (as they remain unfinished) and we were not satisfied with the installation, you acted like it was the first you had heard of it but boy I sure did get a call from ***, your installer, shortly after we hung up. I look forward to having another inspector out to our house but hope it is not simply a stall tactic
Regards,
*** ***

I did not receive any messages from the customer until yesterday afternoon. I understand that this has been going on a long time for the [redacted], however, unfortunately it was kept from me until this January. I am sorry for this. This claim has been declined by the manufacturer stating that it is a...

labor related problem. Upon personal inspection I disagree. The comments that their inspector points out to be the cause of the issues do not substantiate the type of failure that is taking place. I have been in touch with my factory rep, his boss and the claims department with [redacted] and am getting no where with them. I have decided to hire my own independent inspector to take a look at the problem. I have spoken with the customer today and will keep him advised as to when we will have our inspector come to look at the job.

Below is the information that you requested online. It does not have any information other than the style and color that was ordered for you. If the tile was a different color than it should not have been installed. I do not have any record of receiving a text picture of the carton. Question Answer
Name [redacted]
Email [redacted]
Phone [redacted]
Name of Manufacturer? daltile
Type of Flooring: Tile
Style Name & Number? RD02 Ridgeview
Color Name & Number? Beige
If Tile; What Size? 12x12
How Much Product Do You Need? 300-600s.

Complaint: [redacted]
I am rejecting this response because:I do have a phone record showing a picture sent to you from my cell phone to your cell phone. At the time I was on the phone with you and you offered for me to text the picture to you - you jokingly said "Don't tell my wife I am giving a stranger my phone number" -  Once I told you I have record of this picture being sent to you - this week on our phone call, you told me you would call me right back as if I caught you off guard. I am happy to provide a copy of my phone record showing this. Again, dealing with the owner of a company I would not expect that they could not read a label and order accordingly. I am a consumer seeking a product and you are the professional providing a material. If you knew the tile was provided in different shades, and the consumer did not specifically request a shade in the inquiry it is your duty and obligation to seek the answer to that question. Assumption only leads to trouble - in this case you were provided the label and either over looked the shade, or did not care to ensure that you provided the proper product, but rather to just make a sale. In my online inquiry I believe I also mentioned that I had a copy of the box label that the builder left me - so that there is another opportunity for you to have ensured you ordered me the proper material. I am seeking an adjustment to the price I paid as I requested to order to match the label of the box I provided and this was not done! I am also seeking an adjustment to the full box that was broken at pick up. I also have pictures of the broken box. 
Regards,
[redacted]

The customer did request a price quote by E-mail. I called the customer back and left a message that I had a price for the material requested. I do not have any recollection nor do I have a photo from he customer requesting a specific dyelot. I furnished the style and color that the customer...

requested and did not have any information about the actual dyelot required. She told me that she would not recommend my company to her neighbors and I did in deed tell her that it was her prerogative, however, I did not hang up on the customer. At the time that the tile was installed someone has to take the responsibility to look at the tile and if it is not acceptable the installation should have been stopped.