Complaints

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* was hired as installer provided by Porcelanosa of *************. The scope of the project was: A-remove tile in two areas, B -install new tile in entranceway, living room, dining room, kitchen, hallway breakfast area. and laundry room, bathroom and shower. The installation was substandard, ********************************* blamed the tile for not being perfect or bowed. The deficiencies of installation are the following: 1 Floor is not leveled and a step down is an inch higher at one end of the room creating at trip hazard. The second step down is also not leveled (over4/3" off) 2 . In the kitchen the floor has a discrepancy of **** inches from one side of the room to the other along the same wall. Other rooms between 1" and up to ****". This makes it impossible to install any cabinetry . 3. Over 70% of the floor is hollow creating week points in the tile. All this came to my attention when the ********* started to install new doors and baseboard. In an attempt to aachieve resolution, ******************* came with Porcelanosa Sales person and Manager and the sales person suggested to replace portion of the tile. Porcelanosa sent a second installer to find a solution to the issue. The Porcelanosa installer said it had to be replaced in its entirety. I had other professionals agreeing that replacement is the only option. In addition, there were delays due to crew issues and giving priority to scheduling family member's projects (this family member is an employee for Porcelanosa). The ** unit broke down during the remodel, because of failing to turn it off during demolition. I ordered additional materials for future use on another bathroom and 200 sqft of material was removed from premises. I had paid to ******************* $16,500. with an outstanding balance of $3,000.The project started on July 6 and was schedule to be done on August 8 of this year. I cannot move back into the house under the current conditions.

  Customer response

  08/30/2023

  Pictures

  Business response

  10/11/2023

  We were hired to do the tile installation of the entire house for ****************. Everything look really good except for part of the kitchen & the entrance that was not labeled. The installers were sent back to fix the issue. We offered to removed the tile and replace it at our cost, but the client declined the offer. We try reaching him multiple times without getting any answer. We were more than willing to fix the issue but the client didn't want us to do so. 

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