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Complaint Details
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Initial Complaint
09/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
About year ago we had them put kitchen tile in our kitchen and now the grout is coming loose and breaking up. It is getting worse everyday. I had called them since they were the ones who put it in to come and give us a estimate to get this fixed. They came out and looked and would get back to us. We had waited a few weeks and never heard back from them. Every time I call them I get the same excuse they will get back to us. Never had we had a business that would not respond or try to get this fix. As the longer this is going on the worse our floor is and starting to break even more.Business response
09/23/2021
Business Response /* (1000, 8, 2021/09/21) */ Contact Name and Title: Mr. Shannon H****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@r3contractors.net I apologize apparently I responded to the wrong place on 09/10/2021. I'm responding to the complaint filed by Mrs. *******. This was a re-construction job due to a water loss that caused damages to the kitchen floor area. The work on this project was completed on 06/25/2019 a little over two years ago. We first received a call from the ******** on 07/12/2021. I received the information from Kalli M**** who took the call. Mrs. ******* told her on the phone that day that we completed her job around 6 months ago. After I received the information from Kalli I reached out and informed them the work had actually been completed 2 years ago, but I would be happy to come look at it to see if it was due to workmanship. I met Mr. ******* on-site on 07/26/2021 at that time I couldn't be sure if it was workmanship or an underlying issue. I told Mr. ******* I would like to bring in a 3rd party to inspect the floors and get their opinion. It was determined from that meeting that the subfloor seemed to be the issue causing grout to loosen and come out in pieces. This could be caused by new moisture issue or house settlement. I sent an email on 08/27/2021 to let them know what was determined. I received a call the following week from Mrs. *******, which I answered, she was wondering what was going on. I asked her if she received my email and she stated, "They don't check their email that much and it depends on which one it's sent to". During that phone conversation, I let her know of our stance. Mrs. ******* told me she just needed to get it fixed. I told her I would work on getting something together. She again called the office yesterday afternoon (09/09/2021, and I was in a meeting and asked Kalli to relay that information to her. I called her back this morning (09/10/2021) during our phone conversation I told her I thought I could help her save money by direct referring her to one of our flooring vendors. I sent her the vendors contact information and also informed the vendor that she would be calling. Additionally, I sent her information to the flooring vendor. So, I was surprised to find out a short time later that this complaint came through. Side note: The State of TN requires a contractor to honor a one-year workmanship warranty. We take pride in our service and will often go outside the one-year warranty if we believe workmanship, is the issue. This is stated in the work authorization that is signed by all customers before work has started. Thanks, SH Mr. Shannon H****** VP of Operations XXX-XXX-XXXX *******@r3contractors.net Consumer Response /* (2000, 10, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I had finally heard from their third party and we are considering, this could of been avoided, if we had heard from the company sooner. I was the one who had to call them every time. In the meantime the floors had gotten worse with grout crumbling each time we are walking in it. It has been two years and we were not wanting nothing but to get his fixed and never received a answer as they were trying to find fault but not fix the problem or give us a quote of what it was going to cost us. I understand business but its not how you have faith in their word.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.