ComplaintsforAnthony Santiago Tile LLC

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  - Date of the transaction: The work was performed by Anthony Santiago on 8/13/2022, 8/14/2022, 8/15/2022.- Amount of money paid: Total $1300 paid in cash ($600 on 8/14/2022, $600 on 8/15/2022 plus $100 over the negotiated job price asked by contractor for "pain and suffering")- The business committed to tile the surrounding tub area , tile bathroom floor (3'x3') and tile the bedroom floor and closet approximately 200 sqft.- The nature of the dispute: poor craftsmanship and defective execution of the job (if I want to sell the house 'm not confident it will pass inspection). Access holes for installing the shower handle were to small and not being able to install the fixture without cutting the installed tiles (the contractor tossed the template provided with the shower valve which should be used for cutting the holes into the wall and tile). The hole for the shower arm on the upper side was to big the trim will not cover the large cut performed by the contractor. The ******** trim that should provide a nice look of the edge of the tile is not straight but was bend after it was pinned by the thin set into the wall to adjust for right dimensions. The finished tile over the bottom edge of the tub is 2 inches on the left and 2.5 inches at the right. Tile lippage is another issue with the installation. Sharp tile corners are to be seen at the edge of ******** trim. Also after grouting the shower here were big gaps/holes that remained uncovered (not filled with grout). Big gaps between the ceiling and the tiles. Big and not uniform gaps between floor tile and tub (brand new Kohler tub). The lippage issue is even more visible on the bedroom floor with raised sharp corners sticking out (which could lead to serious injuries). Some of the floor tiles sounds hollow. The baseboard installation was very difficult and required extra workmanship and materials to be used in order to compensate for defective floor tile installation.- The contractor will not respond phone calls.

  Business response

  10/18/2022

  Business response taken verbally by BBB:

  This job has been completed in full with us being paid in full and the only thing I can think of that *** need to be done was some minor touch **** This customer was always on top of me and I was about to walk off the job multiple times. With how the customer has treated me I am not willing to return and fix any touch up areas.

  Customer response

  11/03/2022

   
  Complaint: 18029835
  
  I am rejecting this response because:

  I am writing you in regards with the Complaint Id: ********. Please accept my apologies for my delayed response since only today I was able to find the emails from Better Business Bureau. 

   

  In regards with the response that your office received form Anthony Santiago:

  - I have contacted Anthony Santiago over the phone few days after he "completed" the job at my place and ask him for help since the shower fixture could not be installed as I previously mentioned when I filled the complaint to BBB. I also sent photos to Anthony Santiago with the issues I was having and he committed to come at my property the following Friday to take care of these. He failed to keep on his promise. 

   

  - On September 6th I sent him more photos over the phone to his personal phone number showing more issues I was finding with his overall tile job. He had no feedback to my text message. 

   

  - On September 7th I talked to Anthony Santiago over the phone and asked him why he didn't come back to take care of his job as promised. While he started to promise again that he will come to take care of the job (next Friday) I told him that I can not trust him to do any more jobs at my place due to the quality concerns (poor workmanship). At that time asked him for a partial refund, receipt for the amount of money I paid for the job and for the return of a self leveling laser I gave him as a prize for "finishing" the job in 3 days (when I hired him for the job I was showing him a self leveling laser and promised him that I will give him the laser on top of the the $1200.00 negotiated price if he finishes the job as promised).  Anthony Santiago committed verbally over the phone for partial refund and the return of the laser in a week or so. Since he did not keep his very last promise I filed the complaint to BBB.

   

  The majority of the issues that I have described in this complaint are yet to be fixed and as I mentioned before the repairs may 

  exceed the amount I paid to Anthony Santiago for the work he performed at my place. If needed and/or acceptable by BBB I am inviting you or any authorized inspector to come and have a look at the job performed by Anthony Santiago.

   

  Considering all the facts I have presented so far I am respectfully asking you to reopen my case. 

  If you need any further details from my end do not hesitate to reach out over the email or phone number ************.

   

  Thank you for looking into this matter and I am looking forward to hear back from you.

  
  
  Sincerely,
  
  ***********************

*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. ↩