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Business Profile

Tilling

Expert Touch Tiling

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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Complaint type

  • Initial Complaint

    Date:01/10/2024

    Type:Service or Repair 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.
    I hired Expert Touch Tiling to waterproof a shower we were getting done and to install tile. After only 2-3 months of use, the shower failed and was leaking past the waterproofing they installed. The leak was confirmed to be coming from the shower, and not from any faulty plumbing by Expert Touch Tiling themselves during their last visit in December of 2023, and the photo of the drain shows where their faulty install caused water to permeate past the drain body into the subfloor. They have completely abandoned any liability, and have effectively left me stranded with no options but to get a new shower installed. I was also gaslighted and emotionally manipulated over the phone whenever I questioned the quality of their install. I have tried to work with them to pay for the repair materials myself and they cover labor, to no avail. They also have a warranty which is on page two of the invoice attached which states they cover warranty on installations within 1 year. We're well within the year.

    Business Response

    Date: 01/11/2024

    Thank you for reaching out to us, customer satisfaction is always important for all our projects. In July we had pleasure to preform the estimate for *******. During the estimate we discussed the issue of pre existing installation of the shower pan and drain with his own waterproof system. He confirmed that the worked that he completed was done correctly and we do not need to take the ownership of the any issues that can arise from this matter.
    We warn the customer that we will not warranty shower pan work, that was done by him and placed statement on estimate, invoice/contract (please see attachment). ******* insisted to proceed with tile project and was agreed to waive the warranty on shower pan installation.
    On December 12, 2023 we completed leaking test on his shower pan and it was confirmed that cause of leaking/damaged is shower pan with drain that was not installed by Expert Touch Tiling and warranty was waived by ******* in May when project was originally discussed.
    With that being said , we would like for ******* to remove his complaint and if he has any additional questions, we will be glad to talk to him about it.

    Business Response

    Date: 01/11/2024

    Please see invoice attachment with statement 

Expert Touch Tiling is NOT a BBB Accredited Business.

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