ComplaintsforFlorida Tile & Grout Restoration, LLC

• Initial Complaint

  03/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 19, *************, owner of Florida Tile and Grout Restoration, quoted me $2,030 for cleaning/polishing, sealing and grouting of my master bathroom, closet and counter and guest bathroom as well as cleaning my ceramic floor in living room and master bedroom. My complaint/request for refund relates to the marble work done/not done on February 15. The company never cleaned or sealed the marble in any of my areas and the grout color they used was gray versus beige. My marble/existing grout is beige and they chose the color on their own even after I advised **** during the initial visit that I wanted to match as close to possible what was already in there. I paid them via check as Will made a comment about the $50 service fee they would incur if I used a credit card. After the work was "completed", **** advised not to use the bathrooms until the following day so I spent the night elsewhere and didnt notice the lack of and sloppy work they did until the next day after I came home from work. As a few of the attached images show, aside from the wrong grout color used, the grout lines went from a very thin line to a thick sloppy line that went onto the marble in all areas. Some of the areas of grout that were still missing were never addressed/filled in. I contacted **** and advised him that the color chosen was wrong, etc and he said that he would get back to me shortly. After a week of not hearing from him, I contacted another company who came out and was appalled by the work that Florida Tile did and didnt do (they verified marble not sealed/cleaned and grout was done wrong). I hired the new company to handle the job correctly. So I had to pay twice for the same job. I am not seeking a refund on the living room/bedroom ceramic tile work but I AM requesting a refund on the marble work that was not completed and what was done, was done inaccurately and poorly. Attached is work order, few pictures and cashed check but can provide more info if needed. Thank you.

  

  Business response

  03/29/2023

  Out company contacted customer twice and left a voice mail as we didn't obtain a response. Our mission is to always ensure we make our clients happy. we didn't hear back from her so we were waiting to see if she reach back to us and she did not. With that being said we would to see a a receipt from a license company that did the work for her reflecting the amount she was paid them. And than will make a decision on the amount of money that can be refunded as she is requesting. 

  Customer response

  03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have attached the requested invoice and receipt of two payments I made to ********** Marble and Tile Restoration to redo the marble restoration work in my master bathroom/closet ($915) and my guest bathroom ($795) to total $1,710 (this total excludes the 3% credit card fee I had to pay with both credit card payments). I would like it noted that I waited a week for you to respond to rectify the issue and then made the decision to find another company to fix the situation correctly. I will await your response. 
  
  Sincerely,
  
  *********************************

  Customer response

  03/29/2023

   
  Complaint: 19594566
  
  I am rejecting this response because:

  I have reviewed the response made by the business in reference to complaint ID ********, and have attached the requested invoice and receipt of two payments I made to Palm Beach Marble and Tile Restoration to redo the marble restoration work in my master bathroom/closet ($915) and my guest bathroom ($795) to total $1,710 (this total excludes the 3% credit card fee I had to pay with both credit card payments). I would like it noted that I waited a week for you to respond to rectify the issue and then made the decision to find another company to fix the situation correctly. I will await your response.
  
  
  Sincerely,
  
  *********************************

  

  Business response

  03/29/2023

  We guarantee all of our work, however we do not promise that will go right way for touch *** or small repairs as it takes about a week for us to go back, we  schedule appointment to better serve every customer. Our mission is make every client happy, you choose not to wait. we didnt walked away from you, you were contacted and voice mail notification was left. We give you a 24 hour time frame for you to provide the copy of payments you made. If thats not send within the stated time frame we will not be able to refund any money per our policy. Upon receiving the receipt from what you paid we will make a decision if you qualified for any reimbursement. Also According to our notes and phone conversation your only concern was the grout color, not sure why you are now saying you re did the all the marble. 

  Customer response

  03/30/2023

   
  Complaint: 19594566

  I am attaching again the invoice and 2 payment receipts from the new company, Palm Beach Marble and Tile Restoration, showing the work completed and paid for in my master bathroom/closet ($915) and my guest bathroom ($795) to total $1,710 (this total excludes the 3% credit card fee I had to pay with both credit card payments). Palm Beach Marble had to hand scrap out the gray colored grout (which noted was the wrong grout color as my marble is beige/bone) as well as the grout that spilled over onto the marble that was done by your company. Palm Beach Marble also confirmed the marble was never fully cleaned/polished from the scratches and marks which was part of what I hired your company to do. After Palm Beach Marble completed the work, there was not one scratch/mark or any spilled over grout. These are my issues with your companys work and I gave you plenty of time to reply with a set date/time to handle the issue. So I do not agree with your statements but in the long run I just want to be reimbursed for work that was not correctly done/done at all and I have provided the documentation as requested.
  
  Sincerely,
  
  *********************************

  Customer response

  04/27/2023

   
  Complaint: 19594566
  
  I am rejecting this response because:

   

  Florida Tile & Grout Restoration in their last response requested evidence of hiring the new company which is what I provided them in way of an invoice, proof of payment and a summary of what they did. This is the only reason why I submitted the information through the portal as it was per their request. Florida Tile & Grout Restoration stated what they believe to be true and my response was only trying to rebut their response with evidence of the new company correcting everything they did and didn't do as they requested. 

  
  

  It was never my intention to come across as that I am seeking reimbursement for having another company take care of this issue. I am in no way seeking reimbursement from the second company. I am only seeking reimbursement from F****** Tile & Grout Restoration and not to be contacted by them unless it is reference to my refund and this case..
  
  Sincerely,
  
  *********************************

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