Tile Designs by Fina, Inc.

Initial Business Response /* (1000, 5, 2015/09/29) */
The first thing we do when material is received is check for breakage, correct color, and correct amount orderedIf there is breakage we make a claim with the shipping company and immediately call the manufacture so they know we received them
broken and then they will send them out to us at no chargeThis client was a referral from a dear client and I personally made sure that the material was in good shape and ready for pick upThere were absolutely no broken pieces when they left my office and were signed for by the installer as suchI believe the client over ordered material because she was not interested in replacing it for the pending job and we were not made aware of the broken tiles until after the job was completed We were not notified at the time they received it at the job site One tile was defective and I did order a new oneIt is here ready for pick upI am willing to work with her but I can't pay for broken tiles that were probably broken during transit to or at the job site
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is a total fabricationMy installer picked up the boxes of tile on a day when the temperature was degrees plus*** and my installer opened the boxes in the parking lot and looked at the top tiles only Due to the heat they assumed that nothing was broken underneath since there was no sound of broken tile when the boxes were shakenI purposely ordered extra tiles in case any were damaged at a future date by earthquake or some other meansI resent the implication that my wonderful contractor or I was responsible for the broken tilesI find ***'s customer service to be a huge disappointmentShe was definitely notified promptly when we found the broken tile and I certainly would not complain about such a small monetary amount considering the magnitude of the jobIt is a matter of taking responsibility and I expected *** to do so
***l Business Response /* (1000, 12, 2015/10/16) */
The client brought back the pieces AFTER her job was completedIf they were broken before the job started and she wanted to keep a few in case of an earthquake or some other means wouldn't it make sense she told me they were broken upon opening the boxes? Also, the boxes only have cardboard around the sides of the tilesThe pieces she brought back to me were SO broken that we would have fallen thru and would have been so noticeable that her story is a complete fabricationWe would have SEEN and HEARD the broken piecesLike she said herself she purchased on 8/3/so why file a complaint over a month laterI am not responsible for the tiles after they have left my shop but to settle this I am willing to give her store credit for half the amount which would be $that would have to be used in the next 3o days
***l Consumer Response /* (3000, 14, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is obvious that we will not reach an amicable solution*** can keep her store credit since this was never about cashThis was about CUSTOMER SERVICE and standing behind your productsI will simply shop elsewhere for future projects and encourage others to do the same