ComplaintsforMountain City Tile

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11/15/2022 received estimate. (attached) 11/22/2022 – Received revised estimate (attached) 11/23/2023 paid $7000 via check as requested by Kim for. (see attached document ***** dated 11/23/2022) Did not sign any documentation or statement of work. 18 Jan 2023 - contacted Kim again for Reno start date. She informed us that the floor tile was “on a boat” and she would let us know when it arrived. Feb 23, 2023 - contacted Kim again and was told that tile still had not arrived. Feb 25, 2023 – picked up shower floor tile and discovered it was not what we wanted. Kim argued with us and said that was the tile we requested. We chose different tile but were told we would still have to pay for the original tile. March ? 2023 – Contacted Kim again and was told that “still don’t have the tile. Other customers chose other tile”. We asked why she didn’t suggest that as an option but didn’t get an answer. So… went to Mountain City tile showroom on Saturday March 18 to choose different tile. Went back to the showroom to view the tile – only to find the wrong floor tile had been ordered. Kim stated that **** told her to order white floor tile – like the shower – which he did not. We requested the second choice of black tile which we requested. April 25, 2023 – sent Kim an email to verify our tile choices: 1) shower walls - white and gray large tile 2) shower floor and top of shower “seat” - small white and gray octagonal tile 3) shower “cubbies”, around tub and window - larger octagonal tiles (black, gray etc) 4) bathroom floor - (Have photo of the tile – was attached) 5) granite counter tops with square white sinks as discussed 6) backsplash to match the shower walls (gray and white) bullnose. Size 3 3/4”. Your guys can verify what size will be needed on Thursday. In May we picked up some of the tile (the black and gray octagonal tiles) and found that it was not the tile that we had originally ordered. Kim originally said that the sample was “gone” so she ordered what she thought we wanted. When we returned to the showroom, we saw the original time requested in the smaller room next to the desk. Would not agree to change it without additional charge. Still didn’t have a firm date for the project to begin. Bill said he wanted to assign his “best tile guy”. June 5 “Brad” showed up alone to begin reno. Had no materials to protect the floor. Requested that he paper the floor to protect it. He left and said he went to **** ***** to get supplies. Papered the floor from front door to master bathroom – but had gaps which we papered and taped to protect the floors the evening of June 6. Went to showroom to pick up tile on 6/7 to make sure it was correct. Brad brought the rest of the tile on 6/8. No work was done on 6/9/2023 Brad had to go to another job to complete a punch list via phone call to **** from Bill. The demolition was finally completed on June 14th – with the exception of tile around the window and backsplash. Brad did not work again on 6/15/2023 Bill called **** and said Brad had a “family situation”. PLEASE NOTE: Accounting of “Brad’s” hours worked is attached - timestamped photos of arrival, departure for “lunch” and departure each day are available for review if desired. The work to date was not satisfactory – see attached photos – and the lack of respect for our home and property is also documented. (Examples include – not covering the tub which was installed to protect it from dust and scratches despite ********’s request to do so; boards with exposed nails in the hallway – ******** cut her leg on one of the exposed nails; urine on the toilet seat and floor in the powder room; not cleaning up each day leaving screws, nails, etc. on the floor; and spacers, material from the demo in the floor heat / air duct.) 6/23/2023 - contacted Bill (Brad supervisor) to request they no longer work on the project. One party consent transcript of the call is attached. Received an email from Bill P******** with an attached letter and invoice as well as his accounting of work completed. (attached).

  Business response

  06/30/2023

  The ********’s received their original estimate on November 15, 2022. They made their tile selections and paid a deposit of $7,000 on November 23, 2022.  In late January and February of 2023, we began having problems with the supplier of their tile and they were asked to come in to discuss the supply problem and make new selections.  On February 25, they picked up their shower floor tile, took it home and decided it was too brown.  During that time, they were trying to decide what to do about the bathroom floor.  Within a few days, **** called the showroom and said to make the floor tile the same as the shower walls in matte finish.  Kim questioned him about putting everything the same because she knew ******** wanted something different on the floor.  He again said they decided to make it all the same.  On March 8, 2023, they came in to view their tile. They noticed one tile was matte (floor) and the other was polished (wall.)  That is when Kim told ******** about the phone call with ****.  **** never denied or agreed while here at the showroom that was what he said.  The matte floor tile was zeroed out on the invoice.  As for the hexagons that were ordered, the original one they liked was ordered.  The ones on the pallet that I brought in when they were here, were not the original one’s; however, ******** said, “oh, I love those and think I like them better than the original.”  Then the original came in, but the second ones that she liked better were used rather than the original (which are here on the property.)  By then the sample tile had been brought back by another customer that had checked it out.  On April 25, 2023, we received an email from ******** confirming her selections.  Unfortunately, we cannot return the tile to a supplier once it arrives.
  

  Prior to beginning the job on June 5, 2023, we twice attempted to begin the job and neither date was convenient for them.  When we began the job on June 5, 2023, we normally use drop cloths because they provide better floor protection than thin brown paper.  After going over the timeline with the installers, I disagree with the times **** is quoting.  However, the ********s are not paying for the job by the hour.  Instead, they agreed per their deposit to the quoted job prices.  I am sorry the ********s were dissatisfied.  Mountain City Tile only wants to be paid for work done.

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