ComplaintsforVallar's Tile & Marble Co, Inc.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vallar's Tile refused to reimburse me for unused tile that I purchased for the remodel of 2 bathrooms. They claimed I over ordered these amounts when in fact they (April D*****) ordered them incorrectly. They offered to sell this excess for me, but have not yet been able to do so. Here is what I recently sent them: * My wife and I visited you and gave you the measurements of the rooms in question and NOT the quantities that were needed. My wife and I vividly recall you doing this calculation at your desk and ordered whatever quantities that you deemed were necessary. (I have my contractor's notes dated February 19th of his measurements and it does not say anything about how much tile would be needed to cover these spaces in both bathrooms.) It is ironic that I was reimbursed for the excess tile on the master bath floor tile, which you also ordered and gave me back some of this charge? * You mentioned there was a time delay that did not allow you to reimburse me for unused tile, but keep in mind that both bathrooms were gutted at the same time, but installed one day at a time leaving my contractor with had no way of using all these tiles simultaneously to accommodate your time restriction on reimbursement. Also, keep in mind that my contractor wasted 5 days removing the incorrect tiles that your manufacturer sent it in error and reinstalling the correct tile that you provided. This was done by hand so as not to damage the radiant heat wiring that was glued down or your tile miss shipment would have been much more expensive to repair. * I guess I would have to assume that you have not been able to sell my unused tile? *Lastly, if no resolution is reached in 2 weeks, (January 24th) I intend to contact the BBB and possibly a small claims lawsuit. I can provide more details if needed either by e-mail or phone conversation.

  Business response

  02/15/2022

  - This is not an issue of Vallar’s denying or refusing a refund to a customer, this is the customer refusing multiple refund offers because he deemed them “unacceptable”.
  

  -On 10/1/2020 Mr. ********* ordered tile for two bathrooms.  Quantities were calculated by us using dimensions provided by the customer and/or contractor.  Calculations done by Vallar’s are done as a courtesy, but since we do not install we cannot determine exact quantity required.  It is standard practice to order between 10% - 20% overage to account for any waste in cuts or any breakage, as well as keeping some additional tile on hand.  Customer agreed to amount ordered, paid a deposit on all products, and paid final balance upon pickup. 
  -Some time later we were notified of extra tile, but could no longer return the tile to the manufacturer for a credit because more than 30 days had passed.  We agreed to keep the tile here and try to resell it to another customer and then reimburse Mr. ********* when that happened.  (attached is his original bill showing quantity and price)
                  -Mr. ********* brought back 4 boxes of tile.  Each box contains 4.46 square feet.  So 4 boxes of tile equals 17.84 square feet.  He paid for 17.84 square feet at $12.80 per square foot = $228.35.  The original order was for 102.672 square feet which means that the left over tile accounts for 17% of the original order-which is within the standard 10% - 20% overage.   
  

  -After some back and forth I offered Mr. ********* a credit of $184.96-which was the retail amount of $228.35 less a “stocking fee” since we now have to incur a carrying cost associated with keeping a non stock product on our shelves.  He decided not to accept that amount and we continued to try to sell the tile.
  

  -On 2/2/2022 I issued a refund check of $209.63 offered as a refund for 4 boxes of **** ******* ***** ***** ***** 2 1/2 x 10 ½, less a reduced percentage restock fee which, as a courtesy, was reduced from 25% to 15%.  (attached is the credit offered)
  

  -Mr. ********* emailed back saying “the amount of $209.63 is totally unacceptable”, and he “will not accept anything less than $500.00”, and that he “can live with not accepting $200.00.” 

  Business response

  02/25/2022

  Our offer for the refund check of $209.63 still stands and can be mailed to the customer ASAP.    The product is still here for the customer to pick up at any time if he does not accept the refund.Again, we feel that we have made multiple reasonable attempts to settle this matter and that there is no justification for the $500.00 the customer is asking for. 

  Customer response

  03/03/2022

  as long as the complaint shows that I am still an unsatisfied customer for other customers to see, I guess I should accept their offer $209.63 as this is better than nothing.
  Please ask that they send me this refund to my home address which they have on file. 

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