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Business Profile

Home Renovation

Marshall Tile

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/01/2025

    Type:Order Issues
    Status:
    Answered
    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.
    ***** ******** ***** **** ***** *** **** *** ***** *** ******* ***** ** ***** ********* ***** ****** ********* ************* *** ********* ** ************** He was hired as a worker by my painting company and once in my home, convinced me to let him re-grout my old tiles. We agreed on $400 + $30 for the grout bag. I agreed. He called me once he already removed half of the tiles and said that if he is to do the job "right" he will actually need another $100. I was hesitant, but he said "I guarantee you will never have an issue with these tiles and they will look amazing if you give me the extra $100 because I will re-cement all of the tiles and put in new grout". Since he guaranteed, I agreed. He completed the job, told me it turned out perfectly and I gave him $530 cash. Only two days later, the grout all started coming out and some of the tiles even cracked when they were walked on. These are tiles that had been in the house for years without any issue. When I attempted to call him to let him know what happened, he blocked my number without any explanation or reason. * ***** ********** *** ******** ******* **** ** ***** ******* ** **** ******* ***** * ****** ** **** ** *** *** ********* *** **** **** ** **** **** ******* **** *** ******* ** **** *** *** ***** **** I am now stuck with a completely messed up floor in my bathroom, which is way worse than before he ever touched it. My grout comes out every day and the tiles are continuing to crack because of the way he put them in. Worst of all I paid this man $530 to destroy my floor and he has disappeared into the night. I believe I am blocked because when I call from my number, it doesn't ring and goes straight to an "unavailable" message. I have also tried various other ways to contact him with no success. * **** ********* ***** **** ************* ***** *** **** **** **** ** **** ***** ***** ****** ***** **** **** ******* *** **** ** *** *** **** *** *** ***** **** ** **** *********

    Business Response

    Date: 30/01/2025

    Good afternoon *****,


    This email is pertaining to your request to reach out regarding the work done in 2024 at ** ******** 


    I am reviewing this again with you in writing in hopes for you to get a clear understanding of the work that was completed for you two times thus far.  


    You were quoted just once for the work and the material. I split up the fees for you so you were aware of how much the service work would cost (my time) and the material to do said work.


    Initially when you were quoted the condition of the floor was as follows:
    -Cracked grout 
    -Cracked tiles


    The reason you wanted the grout replaced was since it currently was cracked. Hence, that’s the reason the work was needed in the first place.


    After the initial work I finished for you on May 21st 2024. The grout had started slightly cracking again. At this time I had come back on June 17th 2024 to repair this for you at no charge. I explained to you in detail that the real route of the problem was coming from your sub floor. If your sub floor is not sufficiently placed prior the tile/grout being placed it is inevitable for there to be cracks in the grout and tile. I have ******** supporting documents with regards to this statement.


    As you know the service work you paid for is the work that was completed not only once but two times. You paid for surface repair without having the sufficient bones to support the work you wanted. I told you then and I’m kindly reminding you again now your main problem is the sub-flooring.


    I have all supporting documentation of the information I have provided you above, pictures, conversations *** *** ********* ********** **** ****


    Thank you,
    ***** ********

    Customer Answer

    Date: 04/02/2025


    Complaint: ********

    I am rejecting this response because:

    Hi *****. You originally quoted me only $400 for labour + $30 for grout **** ******** ********** *** *********. This was after you had plenty of time to inspect the job site and make an assessment of the work required. We agreed upon this amount in writing over text. Once you already started the job and removed most of my tiles, you asked me to call you. On the call (July 6th), you said that you will not be able to do this job "properly" for $430. You said I can either still pay the $430 we agreed upon, but that the tile would not stay in properly now that you have removed them, or I could pay you $530. You asked for this $530 payment in cash.

    would also like to point out that the tiles were not cracked before you began working on them. They have cracked now because of how you put the tiles back in. The grout had come out in many places because of age, though none of the existing grout was loose when you began. Now, even months later after multiple vacuums, the poorly mixed grout that you used still comes out like dust/sand when someone walks on them. It never did this before. I have had to put down a carpet to cover the work you did because it looks so bad and because your grout gets all over people’s feet when they walk in that room.

    Once you completed the job, it only took a couple of days for the grout to start coming out like powder. * *** ** ********** **** ** ******* ************ ********** *** ******* *** **** ** *** ***** *** *** *** *** *** ***** ********. I alerted you to this and you came back. At the time, you did not accept responsibility for the issue but instead attempted to blame the structure of the house. I did not agree with this assessment as I used a levelling tool myself and found that the floor was completely straight. ** ***** ** ********* ****** * ******* *** * ***** ***** ********** **** ***** ** *** ***** **** ** *** *** ** ***** ** *** *********

    Even if you truly believe the subfloor is the issue (which I and other professionals do not believe to be the case), this is something you should have pointed out as a risk/issue before you started any work. I should also note that the subfloor is not an issue in any other part of this house. The subfloor was put down by a reputable builder *** *** ***** **** ** ********* ** ***** ** ******* ********** ****** and has been fine for many years before the day you started your work. * **** ******** ********** ********* ** ** **** ***** **** *** ******* *** *** ***** * ** ******* ** *** *** **** **** ** *** ******* ****** ** *** *** **** *** ***** ***** ** **** ***************

    *** ********* *** *** *** ** ** *** *** **** ** ***** **** ** ** ***** *** **** ****** **** ** ****** ** *** *** *** ** ******** * *** ********* I trusted that you were an expert and knew what you were doing. *** *** *** ******** ** ******* ** *** ** *** ******** *** **** *** ********* *** ** *** ***** ****** ** *********** ** *** **** I would like to kindly remind you that you shared your sub floor issue theory with me only after you completed the work and I paid you for it. You did not even mention the issue to me until after I complained that the work was not done properly.
    After I pointed out the issue was still not fixed after you came the second time, you decided to block my number* ***** ** ** ** ********** ** ****** While I am sure you meant well in the beginning of this job, you did not deliver the results that I paid you to deliver. For this reason, I feel that I am entitled to a refund of the $530. I am willing to negotiate if the refund will cause you hardship at this point, but it is not ethical for you to walk away with that cash knowing that you did not complete the job you were hired for.

    * ** ************ **** *** ***** ***** ** ******** ** ******* *** ** ************* You made yourself unreachable to me after you came to my house the second attempt to fix your work. I have no idea whether any of my subsequent attempts to contact you reached you as you never responded in any way shape or form. In fact, this BBB response is the first time I have received any kind of response from you since June 17th. Your last message to me was “Hi ***** this morning I recut out the grout and reinstalled the new grout so your good to go” and I did not hear a word or response from you since. ** *** ** * ** ********** *** **** **** **** *** *** *** ******** *** **** *** ****** ** ******** *** **** ***** ** ********* **** *** ****** **** ** **** ** ***** **** **** ** ************ 

    Sincerely,

    ***** ********

Marshall Tile is NOT a BBB Accredited Business.

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