Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complete kitchen renovation. Issues began with porcelain tile floor one week after start of renovation. Contractor installed floor with lippage, defective tiles and voids under tiles from improper adhesion. Tiles would crack under very light blow. Three tiles cracked in four months. Had multiple tiling specialists come into my home to have tiles assessed after the first two tiles cracked. I contacted ***** and they told me to try to sort it out with the contractor first and if that doesn’t work have the ******** representative come to remove a tile and perform a proper assessment to determine why the tiles are cracking. I called the ******** representative and asked me to test the tiles. I didn’t know what I was doing so it was inconclusive. The representative from ******* tiles came out and checked some of the tiles and discovered many had voids under them. The contractor sent out the original tile installer to check for hollow tiles and he replaced only some of the “bad” tiles. I supplied the tiles. When the third tile cracked in the fall of 2021, I realized that replacing some of the hollow tiles had not rectified the cracking issue. Due to the same cracking issue still happening I called the ******** representative to come out and remove the cracked tile so that he could perform a proper in-depth assessment of the tile installation since he could see underneath. Through inspecting the cracked tile and installation the tiling specialist as well as a committee of other tiling specialists determined from photos and documentation taken at the time of the inspection that the tiles had been installed improperly from either mortar that was too dry or it had produced a skin. It was found that the back of the tiles were clean and trowels marks still appeared in the mortar meaning that the tiles had not been pressed into the mortar which is why they were cracking due to a lack of support. I emailed the report to the contractor and he is declining to do any further repairs.