ComplaintsforTile Envy Installation Co LLC

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  11/10/2021 Aj from Tile Envy started work on installing a tiled shower, floor heating system, and tile flooring. Total cost was just over $12,000. The gist: The tiling work performed is subpar and isn't complete. The floor heating system is already with issue.The shower detail: 2 grout lines missing in shower. Caulking is already coming off corners. Tiles still have epoxy grout and shipping glue. Grout lines uneven, tile cuts are not smooth, had to add new corner beads, re-drywall, mud for unknown reason but tiles stuck out from wall. Wall is now not square or level. Wall niches metal has sharp corners. ****** in grout seems. Tiles not level. The floor heating detail: floor heating system installed incorrectly per manufacturer spec. Area to be covered by system was not calculated correctly. Warranty paperwork not filed by tile company. I filed it on last day allowed per manufacturer. Warranty claim initiated by me because heating changed. Damage to cable suspected. Repair specialist scheduled for January 6th - fee may be incurred by me. Tile flooring detail: tile cut short and installed by register has 1/2" gap. Ajs help was fired on the 3rd day after being tossed in jail overnight. Twice he left without cleaning up. The second was on his last day, literally leaving behind his vacuum and floor coverings. They are still here as he has not came to get them after their office asked to pick them up twice and both times we said yes, come and get your stuff. My wife and I reached out to them asking if they were coming to clean up after install, and we were told no because we paid them. He left after 5 pm on Friday night and they don't respond on weekends. We didn't know there were these issues as you couldn't walk on the tile or else I wouldn't have paid them the final installment. They said the company owner wanted to come by and we said yes, still haven't heard from them since and it's been over two weeks.

  Business response

  02/02/2022

  Mr./ Mrs. *******. I will be reaching out to you via email one day at beginning of next week (02/0702022) in order to schedule a time to stop by and see the issues. At that time we can work out any kind of resolution that might work for both of us. I have reviewed the pictures you attached and will also go over the text and emails between yourselves and representatives of our store so as to have a better understanding of any discrepancies. I look forward to hearing from you and getting this matter resolved. 

   

  *********************

  Customer response

  02/08/2022

   I am rejecting this response because nobody has contacted us via email. There is nothing in Spam folder as well. More of the same from this company, not surprising:
  
  
  

  Business response

  02/17/2022

  ******************. As the response stated, it was to be sent this week. I did however contract Pneumonia over the weekend and have been treating that until this morning. As stated in previous response, I am now contacting you through this forum to setup a ************* for inspection. Please provide a list of 3 varying dates and times that would be available for us to stop by.  I will also be attaching to this file, the texts and responses between yourselves and our staff along with pictures of the work this pertains to, That dictate the curing times, setup times, and directions for care that were forwarded to you upon the beginning of the project as well as each stage along the projects completion. We look forward to working out a mutually beneficial resolution in a timely manner.

  Business response

  02/21/2022

  First 4 screen shots. More attachments to come with descriptions

  Customer response

  03/08/2022

   I am rejecting this response. Working to get info from owner and set up time to come see the work.:
  
  
  

  Business response

  03/14/2022

  Please see the attached pictures. 

  Customer response

  03/14/2022

   I am rejecting this response because there is no response. Still havent heard from anybody. :
  
  
  

  Business response

  03/21/2022

  I am likewise awaiting a response as to when I can stop in and look at the installation to ascertained how much, if any, is from faulty installation and how much is from tapering. If you wish me to resolve, you have to provide reasonable inspection times and access.

  Customer response

  03/22/2022

   for the 5th and final time, any workday Monday through Friday at 12:00 - 1 is fine. Pick a day and come get your junk. I am throwing it in the trash if you do not get it in a week. This is not *************** for ***** contractors leftover tools. Sure come on by and clean off the pencil marks I left, re aulk, and reimburse me for the ***** job. :
  
  
  

  Business response

  04/15/2022

  Good morning to all involved. I have been unavailable the last two weeks to respond. Going to address this line by line. First off the completion of the job. Homeowner began our project by assuring us you, as the homeowner,  had the knowledge to install all the products yourself and just needed the materials. Once you began the project and realized the scope of work, you decided to contract our installation services. At that time you were informed not to install the wall materials as it need to be done in a particular manner to assure a solid and square installation. Upon arrival we found you had already installed the walls and had it "prepped" for the tile installation. During the installation process you were asked repeatedly to not walk on the product while it was setting up, it would need at least 24 hours to cure preferably 48. Grout lines. The installation was properly grouted as the pictures clearly show, until you went into the shower on only hours cure time and began washing down the walls, It was stated by the wife during the process that "the material just keeps smearing" This is why you have missing grout lines. Sharp edges, again by wiping out the grout before it was cured, you created the sharp edges. Floor heating system. The installer " AJ" was ready to install the electrical part of the final step and you required him to let you finish that part. As such we were unable to finish the install and you became responsible for its completion. Personnel changes happen  are out of our control. At the completion of the project you were given adequate time to inspect the installation and at that time you were totally satisfied with the installation as indicated in the attached pictures of chat conversations to this complaint. Finally refund. It is your opinion that due to two joints being ungrouted ( BY you)  revealing sharp edges that all the work should be free and all the material as well. There is a solid layer of mortar under those joints, as well as multiple layers of waterproofing that you are not disclosing. These multiple precautions are what makes the product waterproof. The more likely reason is a leak under the project that was finished by the homeowner. Tile Envy will happily come and re grout those two spots indicated by the homeowner, even though the damage is clearly not from installation error. As far as the time allowed, adequate discovery, preparation, cleanup, and repair cannot possibly be completed in an hour. Thus you have yet to supply an adequate time period for the repair or pickup of items to be completed. 

  Customer response

  04/25/2022

   I am rejecting this response because it is completely inaccurate.  

  The response is very confusing becuase next to nothing is true.   If you had any intention of doing anything about this, you would have picked up the phone and called me at least once in the last 5 months or even dropped by - could have cleared this up but you have zero intention of making this right.  

  I'll hit some highlights for you.  Nobody walked on the tiles before the grout had cured.  AJ missed an area and another area is stil missing grout - feel free to come by and I'll show you.   And there was no adequate time at completion to say everything was great - remember how tools were left, the canvas still in the hallway, and paperwork wasn't acquired?  AJ was in a rush that evening.  

  The time that you asked for was to come by to talk and inspect the work - it was never stated that would also be the time for preperation, cleanup and repair.  Most of the cleanup has been performed by myself and ******, the only thing left is two areas missing grout but I'll take care of that as well.   

  And refund, again if you were to actually speak with me or come by we could have cleared this up. I never said I wanted free materials or services.  If you actually came by to see or picked up the phone to call, we could have came up with an agreement - maybe a couple hundred bucks to cover the 1-2 hours of cleanup and finish the work would have sufficed.  Might have even covered the cost to get my vehicle detailed after the workers left the garage door open and got tile dust and construction debris on it.   

  Business response

  05/03/2022

  I am rejecting this response because it is completely inaccurate.  ( Yet every response to you gets a totally different argument the next round. We provided texts from the homeowner how great the job looked. We provided texts from the homeowner discussing how just a few hours after completion she was wiping out the grout and noticeably pulling the compound out of the joints and smearing the walls. )

  
  The response is very confusing becuase next to nothing is true.   If you had any intention of doing anything about this, you would have picked up the phone and called me at least once in the last 5 months or even dropped by - could have cleared this up but you have zero intention of making this right.  ( Why would I call you when this remains unresolved? You have misconstrued discussions to fit the need so Until we have a resolution I prefer, and am required, to respond here. )

  
  I'll hit some highlights for you.  Nobody walked on the tiles before the grout had cured. ( If no one walked on the tiles, how did you get into the shower to spread the film across the shower?)   

  AJ missed an area and another area is stil missing grout - feel free to come by and I'll show you.  And there was no adequate time at completion to say everything was great - remember how tools were left, the canvas still in the hallway, and paperwork wasn't acquired?  AJ was in a rush that evening.  (Yet there was time to write a check and and release it? )
  

  The time that you asked for was to come by to talk and inspect the work - it was never stated that would also be the time for preperation, cleanup and repair.  Most of the cleanup has been performed by myself and ******, the only thing left is two areas missing grout but I'll take care of that as well.

  
  And refund, again if you were to actually speak with me or come by we could have cleared this up. I never said I wanted free materials or services. ( Your complaint asks for full refund, nothing was mentioned about a couple hundred dollars)

  If you actually came by to see or picked up the phone to call, we could have came up with an agreement - maybe a couple hundred bucks to cover the 1-2 hours of cleanup and finish the work would have sufficed.  Might have even covered the cost to get my vehicle detailed after the workers left the garage door open and got tile dust and construction debris on it.   ( Nothing mentioned about tile dust on the vehicle or about a wash. )

  Feel free to make a dollar request here and I will consider any fair amount

  Customer response

  05/09/2022

  I am rejecting this response because there is no resolution and no attempt has been made by the business to arrive at one.  
  I've added photos that I just took today.  You try to turn this all around to say I've done something to make the job turn out the way it did so maybe getting fresh photos of uncomplete/poor workmanship will help clarify.  May 9 #1 is grout missing so far that the baseboard doesn't even cover it.  May 9 2022 #2 is a caulk line that has peeled away and now has orange crust on it.  I wonder how long this shower will take to really leak into the crawlspace below. May 9 2022 #3 is the lowest niche that never was grouted.  Original complaint listing had same area photo.  May 9 2022 #4 shows what the epoxy grout on the walls looks like - it's hazy and does not leave the tile with a clean or shiny finish.  You keep trying to say that **** walked on the floor tile which caused it to come out of the seam - that is not the case and was not ever part of the complaint.  The complaint is the expoxy grout on the tiles in the shower.  Now, do you plan to do anything about this at all?  Warranty, customer service, adjustment, anything?  The complaint hasn't changed, you just haven't been able to keep up with the huge list of unfinished things.  I didn' t even add a bunch because it takes too long to write.  I wish I had done the work myself so it was done properly and actually finished - contrary to whatever belief you have on my reason for hiring so called experts.   
  
  
  

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