ComplaintsforJ Martin Company

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with J Martin Company for a ***************** rooms remodel replace cabinets, countertops, appliances, etc.; downstairs painting; and downstairs floor replacement.- Contract Value: $71,435.50 - Start Date: 9/5/2023 - Date Contractor Quit: 12/13/2023 - Amount paid to contractor $67,000.- Credits for contract items not provided $2,048.25 - Requesting Refund of $22,500 from amount paid to contractor for removal and replacement of bad tile installation - See below for description of tile installation issues:-- On my request, levelers were used. Despite that, there are still high and low spots (lippage) in the tile installation. -- They apparently did not use spacers as the grout lines vary from less than 1/8 to more than 1/4. -- Some tile was even installed with the grain in the wrong direction -- Many tiles are chipped -- Backsplash tiles are uneven -- The main issue, however, is with the grout. It was supposed to be a dark brown, but is a chalky, milky white in most places due to incorrect mixing and application (too much water). This also weakens the grout which can break down over time. -- We contacted the grout manufacturer regarding this. How will this grout hold up over time? No one seems to know for sure, but it is at risk. -- Options are: 1. Remove and replace the tile 2. Remove and replace the grout and risk damaging the tile 3. Stain the grout and hope for the best. -- Contractor said he would only stain the grout. The grout man he sent to the house had concerns about the integrity of the grout and said it should be evaluated before proceeding with staining.-- At this point it is mid-December and Contractor has walked away from the job. We are left to get the grout issue resolved on our own.-- Option 1 is the best way to ensure that this faulty tile installation is fixed. The tile needs to be removed and professionally reinstalled with a properly mixed and applied grout.

  

  Business response

  01/30/2024

  From Sept. 2023-Dec.2023-I completed a quality kitchen / living room Remodel (that included ***** sf of New Tile Plank flooring) for **** and **** ***********. 

   

  They were very happy with my demo team, cabinets, countertops, painting, electrician, plumbers and finish *********. The first issue began with the tile install. I went back (3) different times throughout the project, broke out and replaced tiles, to correct leveling and grout reveal issues to their satisfaction. The color of the grout remains the problem, (it turned out to be a lighter brown than the Mapei Mocha color selected) and I have taken reasonable actions to correct the problem.

   

  Solution#1-I gave the Lichtenfelds the Mapei Mocha grout stain option to darken the grout.  I meet ******************* from Grout Worx on Friday December 8^th , to complete test stain samples on the grout. **** and **** approved the process on Sunday December 10^th (via text) to begin on Monday December 11^th. I paid ***** $800 on Sunday via Zelle so he would start Monday. ***** showed up that Monday and did not start the job.  I went to their home Tuesday evening and **** explained, ***** had left, there was grout integrity problems and she wanted the floor replaced. For what its worth, ***** never has told me there is an integrity problem with the grout.  This is all coming from **** and ****.        

   

  Solution#2-I let **** and **** keep the last $4,435.50 they owed me. I explained to them I will NOT replace the floor and that the amount they are keeping is more than sufficient to cover any grout staining to fix the problem. 

   

  I am denying ***** request for a $22K refund. I simply believe, they are reacting out of FEAR, that the grout may go bad in the future In ***** own words- We contacted the grout manufacturer regarding this, and asked, how will this grout hold up over time? No one seems to know for sure. There is no evidence that there is any grout integrity issues. I did the best I could for the Lichtenfelds. I want the public to know I did my best and I did everything I was contracted to do for these folks and provided them a quality remodel.  

   

  *Attached is a before and after picture of their project.

   

   

  Regards,

  Customer response

  02/05/2024

  Complaint: 21088212
  
  I am rejecting this response because:
  

  This was not a quality tile installation.The response indicates that the only issue was the color of the grout. While the color was an issue, the white color is a symptom of poor grout due to improper mixing and/or application with too much water used. This was confirmed by contacting the grout manufacturer and ******************* from Grout Worx. ***** recommended against staining the grout and said it would only cover the problem. He said the grout should be replaced to fix it correctly. In addition to the grout integrity, there are additional issues such as variance in grout line thickness, many holes and gaps in the grout, uneven tiles, cracked tiles,etc. Again, not a quality installation. Attached are a sample of the many pictures documenting these issues.

  Regarding the $4435.50 that ***** Martin stated as the final balance, this does not take into account adjustments for items in the contract that were not used or were provided by us (faucet, built-in ironing board, trash removal, etc.) The actual amount is closer to $2300. ***** Martin also stated he would not honor the warranty on his work when he walked away from the job. 

  Regards,
  
  *******************************

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