ComplaintsforCon Carpet Tile & Design

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Con Carpet did the tile and floors in my new build a few years back. I’ve had continuous issues with the master shower floor grout coming out consistently to the point there are chunks missing. I even paid extra for the grout that has sealant built in. They did attempt to fix the issue a year or so ago, but it’s still not any better. They’ve told me this is “normal” and they will not fix it again. The fact that the floor grout only lasts a year or so before needing replaced and they’re calling this “normal” is infuriating. Con Carpet should be ashamed of their work and this product.

  Business response

  05/08/2024

  BBB CODE****************
  ****** ****** complaint regarding the work Con Carpet did at his house located at *** ** ********* ** **** ******** Mo.64014.
  Please be advised Con Carpet Installed all the tile located at *** ** ********* ** on April 22nd, 2021, through April 27th, 2021, for **** ******** Homes. The Homeowner’s name is ****** ******
  Con Carpets Warranty’s all their work for a period of One Year after installation.
  On May 31st, 2022, ***** ************ Maintenance manager with Con Carpet went to *** ****** house to address *** ******’ concern that his master shower floor grout was coming out. At this time ***** noticed minimal grout coming out from between the tiles so as a courtesy ***** scheduled the installer to come back and redo all the grout in the master shower pan.
  On August 5th, 2022, the installer went out and replaced all the shower pan grout. At this time *** ***** appeared to be Happy with the work that was done. Almost Six month later *** ****** called ***** and said his grout was coming out of the shower floor tile again.
  On Feb 1st, 2023, ***** went out to *** ****** house to inspect and look at the master shower floor tile grout. At this time ***** determined the grout issue Mr. Stark was complaining about was not a valid complaint and that all the gout and caulking was within normal wear and tear tolerances.
  On Feb 9th, 2023, as a courtesy ***** scheduled a Tech to go back to *** ****** house to Re-caulk the Kitchen Back Splash Tile and to add new Caulk to the inside corners of the master shower.
  In Conclusion. Con Carpet cannot control how the customer maintains and cleans their floors and because of this we are not responsible for the customer’s grout discoloring and or staining. The grout Con Capet used was Mapei Ultra Color Plus FA which is a grout that doesn’t need to be sealed and this grout is a very stain resistant grout, but it is not stain proof. Also, Con Carpet is not responsible for any grout or caulk that may crack due to the house settling, shrinking and or expanding as it goes through the four seasons of Winter, Summer, Fall, and Spring. This includes and is not limited to Grout cracking. Grout is like concrete and as the house shrinks and expands throughout the temperature changes it is susceptible to cracking and coming loose. After the One-year Warranty period the customer will be responsible for carrying out any normal maintenance of the house and flooring. This includes re-caulking and or grouting tile areas. Con Carpet was only responsible for re-caulking and re-grouting during the customer’s warranty period after that timeline the customer would have to pay to have Con Carpet and or any Professional to touch up and or replace any cracking Grouts or Caulk.
  Con Carpet feels it has gone above and beyond any professional duty to try and satisfy *** ******. The original complaint was on May 31st ,2022. You can see from my letter we have been out to his house numerous times and have addressed his concerns and after all the work was done at that time *** ***** was Happy. Unfortunately, the complaints *** ***** has today are not valid complaints.  What he is complaining about today is within normal wear and tear standards. Also, he is out of his warranty period.
  
  Thank You Sincerely,
   Con Carpet
  

  Customer response

  05/25/2024

  These are all lies from the business. I have submitted picture proof that the grout continues to come out of the shower regularly and the problem has never been resolved. This is not just “discoloring and or staining”, as the business implies. 

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