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Complaint Details
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Initial Complaint
06/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a failure to honor a 5 year installation warranty. I purchased tiling and had it installed by this company in July 2018, Several months later we saw cracks in the tile. We contacted All Floors USA and they refuse to take responsibility for repairing the cracks. They say it is from slab movement. I have photographic evidence that the cracks in the slab were there prior to the installation. The cracks were not sealed prior to installation. According to industry guidelines, cracks should be sealed with "crack isolation membrane" before tiles are installed. Otherwise, they warn, cracks will develop. The two photos show the cracks in the slab prior to the tile installation. The cracks run across the same path.Business response
06/17/2022
Business Response /* (1000, 5, 2022/06/10) */ We installed tile for Mr ****** in August 2018 on a new construction home. His home was one of the first ones being built. Since then he has had settlement cracks that caused some of his tiles to crack. This sometimes happens in new construction. We are not responsible for the home shifting. We purchased replacemnent tile for Mr ****** as a courtesy and it has been in our warehouse for him. We also informed him we can supply an installer for Mr ****** to pay directly to replace the damaged tiles. We have communicated all this to Mr ****** via Email. Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vendor/installer claims that cracks in the tile are caused by settling cracks. I would agree if there we no cracks in the slab before the tiles were installed. I have many photos showing that the cracks were there before the installation. It was the vendor's responsibility to fill the cracks before laying down the tile. Industry guides say to fill the cracks be tiles are installed. They say that if are not filled, the tiles will crack. I will provide more photos that show the cracks. I will also attach photos of the areas of the floor that had cracks and the newly installed next it. The delivery bill does not show any crack retardant being delivered either. Please closely review the photos that I provided earlier. Business Response /* (4000, 9, 2022/06/15) */ After four years in a new home, there may be settling. this did not present itself initially. We have offered Mr ****** free tile. Consumer Response /* (4200, 11, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cracks were there prior to the installation. I have provided them with photos to prove it. They did not prepare the floor before installing the tile. Their delivery receipt fails to show that the proper sealer was purchased. They used Mapei products. Their installation manual on says that the cracks need to be treated prior to the tiles being installed. I will upload page 1 and 2 of the manual. Pay attention to the circled item.Initial Complaint
11/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/30/21 me and my wife purchased floors from them to do the entire downstairs and stairs. I brought it up to the supervisor the day of purchase that the floor near the shower would need a special solution to keep everything neat and he said no problem they got it and they warranty there work for a year. Well during the job when the time came no one knew exactly what to do and the transition into the shower has repeatedly come up and they bandaid the problem. Now with the last temporary fix failing they keep telling me that they are going to fix it but don't show up or call. It has been over a month and a half and nothing has been done. In addition to the shower transition there is almost like a hole it feels like underneath the floor when you walk on it the plank bends in and wants to separate. Also a baseboard that came out a bit.Business response
12/17/2021
Business Response /* (1000, 5, 2021/12/01) */ Contact Name and Title: Julian T***** - co-owner Contact Phone: 407-250-6378 Contact Email: [email protected] Julian and Mario met with client today December 1. A plan was put together to remedy the repairs needed. We are scheduled to go to clients home next Wednesday December 8 to correct deficiencies.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.