Complaint: ***
I am rejecting this response because: Nothing the business has written changes the fact that it kept my deposit for a job it ended up not being able to doIt couldn't do the repair job because--despite what the owner assured me--NO kind of similar replacement tiles for the family room existThe business knew this before coming to my home to do the work; we had spoken on the phone that weekend, I explained that I could not find similar tiles for the family room repair, and I wasn't sure what to do about it, but I asked if they could do the other part of the job--the bathroom repair--anywayThe owner said yes, and came with another worker (his reasoning for keeping my deposit is that he brought labor), AFTER I had clearly said there were no tiles for the family room repairThe fact that he chose to come with labor anyway, and try to upsell me into replacing the whole family room, was his choiceThat's no reason to keep my deposit. Revdex.com: do you people ever weigh in on this, or do consumers just keep bouncing the same points back and forth with unethical companies?
Regards,
*** ***
Tile & Grout Solutions, Inc was initially hired by [redacted] to repair two cracked tiles and replace grout where grout had cracked in center of shower wall and re-caulk. Ms. [redacted] was informed that the shower was in such bad shape that it needed to be replaced. Her response was all she...
wanted to do was repair the grout at large wall, replace the two tiles and re-caulk. All of the damage that showed on her shower was caused by movement in the walls which separated the sheetrock in the corners and cracking above her doorways significantly. Tile & Grout Solutions, Inc informed Ms. [redacted] that there was no warranty with any of the work performed at her tub/shower and she stated she was fine with that. Ms. [redacted] was also advised that the damage was significant due to movement of the home and replacement was crucial to avoid future water damage. Ms. [redacted] declined complete replacement of the tub/shower. After inspecting tile cracks at livingroom/kitchen, it was noted and Ms. [redacted] was informed that the install was incorrect where peir and beam structure meets concrete foundation. A crack suppressant membrane was not utilized where these two foundations met causing tile to crack and separate. Mr. [redacted] informed Ms. [redacted] that he had seen similar colored tile but did not state that the exact tile was still available. Mr. [redacted] spent three quarters of the day with as sample of Ms. Hill's broken tile searching a number of suppliers for a reasonable replacement. None were found. Mr. [redacted] immediately contacted Ms. [redacted] in the afternoon of that day to inform her that a reasonable match was not available. Mr. [redacted] informed Ms. [redacted] she should take the weekend, meaning Saturday, to search for a suitable replacement for repair. Mr. [redacted] had not received any communication, as stated in the complaint, until he reached out to her Sunday evening. Mr [redacted] attempted to call Ms. [redacted] Sunday evening at 8:36 p.m. with no success. In an attempt to obtain a response regarding the status her locating a suitable replacement for floor repair, Mr. [redacted] immediately sent a text message of inquiry. Mr. [redacted] received a response via text from Ms. [redacted] later that evening stating that she did not have any luck locating tile for the project. Ms. [redacted] asked if tub shower could be repaired on Monday while she contemplated her livingroom/kitchen floor repair. At this point, Mr. [redacted] did not have a sufficient amount of time to cancel crew for amount of repair that was estimated, specifically, shower and flooring repair. As such, a two man crew showed up to perform both repairs which due to lack of communication turned into a one man repair project. Tile & Grout Solutions, Inc had to pay crew based on estimate to do complete job. Mr. [redacted] had received a 50% deposit for these specific repairs. In the process of completing tub/shower repair, Ms. [redacted] informed Mr. [redacted] she was interested in tiling the complete livingroom, hallway, kitchen and bedroom. Mr. [redacted] then proceeded to measure and provide Ms. [redacted] with an estimate for demolition of existing tile of living areas, prepping kitchen with complete anti-fracture membrane because of peir and beam structure and installing tile of her choice which she would purchase for all of these areas. Ms. [redacted] then stated she did not know where to begin to look for tile. Mr. [redacted] offered to drive her to different suppliers an assist her in selecting a suitable tile for her install. Ms. [redacted] made a selection and procured a number of samples to view in her home. Upon returning to her residence, Mr. [redacted] provided a verbal estimate to install her final tile selection. Ms. [redacted] stated because of the size of job, she would have to obtain other estimates. Mr. [redacted] was under the impression that Tile & Grout Solutions, Inc would be performing all tile projects. In that regard, Mr. [redacted] spent a significant amount of time shuttling Ms. [redacted] to a number of suppliers to locate tile of her choice to complete the project. Again, the lack of communication on the part of Ms. [redacted] has cost Tile & Grout Solutions, Inc. both time and money. In summation, Ms. [redacted] was quoted a cost for repairs and agreed with all verbal estimates. Tile & Grout Solutions, Inc did not have reasonable time to adjust estimate to reflect changes due to insufficient notice. This is the reason why a written estimate was not provided to client prior to project commencement. In regard to desired settlement, Ms. [redacted] agreed with all verbal estimates and it was explained to her the cost to complete each project. The refund of $230 is requesting will not be possible. In desired settlement, Ms. [redacted] requests an explanation of cost to repair tiles and grout at tub/shower which was explained at initial examination. Ms. [redacted] agreed to move forward with project.
Complaint: [redacted]
I am rejecting this response because: it's unacceptable that this company refuses to refund my deposit for the job that we had originally agreed on (replacing the broken family room tile) that the company was unable to do because NO similar tile exists anywhere (again, a point that every other tile expert I've spoken with since is aware of; nobody makes it anymore, and nobody has for about a decade). I told the company representative on the phone over the weekend that I couldn't find similar tile before he came to do the work, and asked if he could do the bathroom as scheduled anyway. He agreed, and when he arrived his associate began the bathroom tile but the owner began trying to upsell me to replace the whole family room. He offered to take me to see tile (I certainly didn't request that, would have rather gone by myself, and at the time considered it part of a hard sales tactic). He had known since we spoke on the phone that no tile existed for the replacement, so if he had wanted to reduce his labor he should have done it at that point.
Regards,
[redacted]
Complaint: ***
I am rejecting this response because: Nothing the business has written changes the fact that it kept my deposit for a job it ended up not being able to doIt couldn't do the repair job because--despite what the owner assured me--NO kind of similar replacement tiles for the family room existThe business knew this before coming to my home to do the work; we had spoken on the phone that weekend, I explained that I could not find similar tiles for the family room repair, and I wasn't sure what to do about it, but I asked if they could do the other part of the job--the bathroom repair--anywayThe owner said yes, and came with another worker (his reasoning for keeping my deposit is that he brought labor), AFTER I had clearly said there were no tiles for the family room repairThe fact that he chose to come with labor anyway, and try to upsell me into replacing the whole family room, was his choiceThat's no reason to keep my deposit. Revdex.com: do you people ever weigh in on this, or do consumers just keep bouncing the same points back and forth with unethical companies?
Regards,
*** ***
Tile & Grout Solutions, Inc was initially hired by [redacted] to repair two cracked tiles and replace grout where grout had cracked in center of shower wall and re-caulk. Ms. [redacted] was informed that the shower was in such bad shape that it needed to be replaced. Her response was all she...
wanted to do was repair the grout at large wall, replace the two tiles and re-caulk. All of the damage that showed on her shower was caused by movement in the walls which separated the sheetrock in the corners and cracking above her doorways significantly. Tile & Grout Solutions, Inc informed Ms. [redacted] that there was no warranty with any of the work performed at her tub/shower and she stated she was fine with that. Ms. [redacted] was also advised that the damage was significant due to movement of the home and replacement was crucial to avoid future water damage. Ms. [redacted] declined complete replacement of the tub/shower. After inspecting tile cracks at livingroom/kitchen, it was noted and Ms. [redacted] was informed that the install was incorrect where peir and beam structure meets concrete foundation. A crack suppressant membrane was not utilized where these two foundations met causing tile to crack and separate. Mr. [redacted] informed Ms. [redacted] that he had seen similar colored tile but did not state that the exact tile was still available. Mr. [redacted] spent three quarters of the day with as sample of Ms. Hill's broken tile searching a number of suppliers for a reasonable replacement. None were found. Mr. [redacted] immediately contacted Ms. [redacted] in the afternoon of that day to inform her that a reasonable match was not available. Mr. [redacted] informed Ms. [redacted] she should take the weekend, meaning Saturday, to search for a suitable replacement for repair. Mr. [redacted] had not received any communication, as stated in the complaint, until he reached out to her Sunday evening. Mr [redacted] attempted to call Ms. [redacted] Sunday evening at 8:36 p.m. with no success. In an attempt to obtain a response regarding the status her locating a suitable replacement for floor repair, Mr. [redacted] immediately sent a text message of inquiry. Mr. [redacted] received a response via text from Ms. [redacted] later that evening stating that she did not have any luck locating tile for the project. Ms. [redacted] asked if tub shower could be repaired on Monday while she contemplated her livingroom/kitchen floor repair. At this point, Mr. [redacted] did not have a sufficient amount of time to cancel crew for amount of repair that was estimated, specifically, shower and flooring repair. As such, a two man crew showed up to perform both repairs which due to lack of communication turned into a one man repair project. Tile & Grout Solutions, Inc had to pay crew based on estimate to do complete job. Mr. [redacted] had received a 50% deposit for these specific repairs. In the process of completing tub/shower repair, Ms. [redacted] informed Mr. [redacted] she was interested in tiling the complete livingroom, hallway, kitchen and bedroom. Mr. [redacted] then proceeded to measure and provide Ms. [redacted] with an estimate for demolition of existing tile of living areas, prepping kitchen with complete anti-fracture membrane because of peir and beam structure and installing tile of her choice which she would purchase for all of these areas. Ms. [redacted] then stated she did not know where to begin to look for tile. Mr. [redacted] offered to drive her to different suppliers an assist her in selecting a suitable tile for her install. Ms. [redacted] made a selection and procured a number of samples to view in her home. Upon returning to her residence, Mr. [redacted] provided a verbal estimate to install her final tile selection. Ms. [redacted] stated because of the size of job, she would have to obtain other estimates. Mr. [redacted] was under the impression that Tile & Grout Solutions, Inc would be performing all tile projects. In that regard, Mr. [redacted] spent a significant amount of time shuttling Ms. [redacted] to a number of suppliers to locate tile of her choice to complete the project. Again, the lack of communication on the part of Ms. [redacted] has cost Tile & Grout Solutions, Inc. both time and money. In summation, Ms. [redacted] was quoted a cost for repairs and agreed with all verbal estimates. Tile & Grout Solutions, Inc did not have reasonable time to adjust estimate to reflect changes due to insufficient notice. This is the reason why a written estimate was not provided to client prior to project commencement. In regard to desired settlement, Ms. [redacted] agreed with all verbal estimates and it was explained to her the cost to complete each project. The refund of $230 is requesting will not be possible. In desired settlement, Ms. [redacted] requests an explanation of cost to repair tiles and grout at tub/shower which was explained at initial examination. Ms. [redacted] agreed to move forward with project.
Due to mitigating circumstances, Tile & Grout Solutions, Inc will not issue a refund.
Complaint: [redacted]
I am rejecting this response because: it's unacceptable that this company refuses to refund my deposit for the job that we had originally agreed on (replacing the broken family room tile) that the company was unable to do because NO similar tile exists anywhere (again, a point that every other tile expert I've spoken with since is aware of; nobody makes it anymore, and nobody has for about a decade). I told the company representative on the phone over the weekend that I couldn't find similar tile before he came to do the work, and asked if he could do the bathroom as scheduled anyway. He agreed, and when he arrived his associate began the bathroom tile but the owner began trying to upsell me to replace the whole family room. He offered to take me to see tile (I certainly didn't request that, would have rather gone by myself, and at the time considered it part of a hard sales tactic). He had known since we spoke on the phone that no tile existed for the replacement, so if he had wanted to reduce his labor he should have done it at that point.
Regards,
[redacted]