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:11/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I hired Jerry Smith Tile to redo the floors in my home and tile a new shower on May of 2022. They completed the project in November 2022 after having to redo the shower floor to poor installation and about 1/3 of the tile on the walls had to be redone is it was damaged. They have had to come out 4 times for leaking in 2 years and it still leaks! I had another installer look at the problem and was informed that the tile were installed using a method called spot bonding which is an unapproved method for a shower as it does not fully adhere the tile to the wall and cases leaks. Owner ****** ******** admitted to that the tile was improperly done and voids all manufacturer warranties on Friday November 15 2024 His quote to me was that his guy used a method that was used before the trowel was invented. Yet he covered it up for 2 years! This is negligent criminal behavior to knowingly install tiles improperly which can lead to falling tiles and other safety issues. In essence after two years of work I am left with a shower that cannot be used as it is unsafe.. I asked him when I met with him on Friday November 15, 2024 to remove the tile and a full refund, he said he would get back to me and has not.

  Business Response

  Date: 12/12/2024

  Jerry Smith Flooring contracted with *** Day for shower tile in May 2022.  At that time the customer's contractor did the demolition and reframed the walls.  Installation was done and approved by *** Day and paid in full upon completion.

  The leaking is not due to work performed by Jerry Smith Flooring.  There is a gap 1/4" to 1/2" on both sides of the shower door, where water is running out on the floor. We recommend to all homeowners when they see a crack in grout it needs to be addressed by homeowner maintenance.

  We value all our customers.

  Shower Job Total  $6,612.00

  Customer Answer

  Date: 12/16/2024

  The Owner has emailed me and offered a refund which he claimed the full amount I paid for the shower was $4994.00 since involving the BBB he has changed that to $6612.00. I attached emails of the conversations and my response However the cost to remove to improperly installed tile is much greater a involves more work.  I have an estimate for labor to remove his incorrectly installed tile and replace. It is very reasonable to ask that he pay to remove his faulty work.  If it were done correctly the first time this would not be needed.  I had a brand new wall and shower area built for this shower with new plumbing done specifically for this project.  If that work needs to be redone due to negligence then it is only far that he pay all cost associated that I be made whole.

   

  Thank you,

   

  ***** ***
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22573304
  
  I am rejecting this response because it is entirely inaccurate and gives no factual information I have all emails form the shower complaints for 2 years and records of him trying to fix it.  I have included letter from the owner where he offered a refund for $4994.00 then admitted to the BBB that the amount is actually $6612.00.  The estimate to remove his shoddy work is attached at over 13 thousand dollars for labor only and he is in receipt of it as well.  The spot bonding method is how he installed the shower which is all well documented:
      against ANSi recommendations 
      against the tile manufacturers recommendation voiding any warranty 
      against the maximum thickness recommendation for thinset bond of 1/4 inch 
      against the recommendation of the national tile association

  This leaves a danger to my family and anyone who uses the shower.
  
  Sincerely,
  
  *********** ***

  Customer Answer

  Date: 12/17/2024

  I have met with the owner of Jerry Smith Tile ****** ******** on November 15, 2024 in my home this was after he and his team were attempting to repair the leaking wall of the shower for the fifth time as it was done improperly.  I had also met with another tile professional to get another opinion on what is wrong with the shower.  He inspected the shower and determined it was installed improperly by using a spot bonding method.  I shared with ****** this information and he admitted it was done this way and the employee that worked on this shower **** is no longer employed by him.  On Monday November 18, ************************************************ full for what I paid for the shower $4994.00 from him which the actual total was $6612.00. He remembered the different amount after I contacted the BBB.  However in order for me to have a safe functional shower I must remove all faulty installed tile and then red the board underneath to start with a clean wall again.  He is responsible for all costs associated with getting my shower to a functional state with properly installed tiles so it is safe.  The current tiles are a danger as they exceed the maximum thickness for the thinset bonding that was used and could fall at any time leaving a risk for anyone using the shower.  I attached his email offer of a partial refund and the dangers of spot bonding as described by the national tile institiute