The salesman sold me on epoxy grout which the company seems to have no idea how to install correctly. It took 13 days to complete the job that the salesman assured me would take one and one half days. I was told the grout would dry in a few hours by the salesman, and told 7 hours by the supervisor of the crew. When I researched after many problems, the manufacturer spec sheet said 24 hours for light traffic, 72 for normal traffic and 7 days for heavy traffice
The installation crew was sent with the wrong color grout for the kitchen twice. When they installed the grout in the other two rooms, they did not follow the manufacturer's instructions and the floor tiles were sticky as if covered in double sided tape.
The crew was sent to clean the sticky tile with soap and water which did not work. I did the research with the manufacturer that said a special solvent had to be used. According the the manufacturer, it would not have been needed if they had changed the water more frequently and followed the manufacturer's installation instructions.
They left the water on at my backyard spigot with full pressure and a spray nozzle on the end. The pressure had such force for so long, it caused our new hose and spigot to leak where they attach, and flooded my back yard, driveway and alley. Now when my spigot is turned on it sounds like a jack hammer is being used on the back of my housing, both inside and out. The back bedroom and guest bath shake horribly along with the very loud sound.
When I finally stood over the crew, made them get the supplies necessary to clean the mess they had made (day 12 with appliances and furniture in alternate rooms and with no use of kitchen) I caught them dumping the residual solvent in my back yard even though it clearly stated on the manufacturer's instruction sheet that it requires special disposal. When I made them stop dumping it in the yard where my dogs spend much time, explaining that the instruction sheet they had in hand said it required special disposal, they dumped it in the alley way behind our house.
They did not adequately repair where the carpet from the adjoining rooms where it meets the tile, and left a 3-4 inch tear in one place on the carpet. I paid extra to have them remove and replace appliances, but my ice maker is still not working. The kitchen tiles have chips in many, and I assume it's because it took so long to get the right color grout and get it installed once the tile was laid.
The operations, sales and installation employees did not communicate adequately between each other and constantly blamed each other for every mistake that was made. The crew rarely showed when promised, operations outright lied on several occasions, and corporate says that they are sorry but we must pay the balance despite the mess they made. After we pay the balance, they are willing to send a plumber to see if any repairs need to be made. So thy think I should trust them after they have proven their poor service over and over?
They are members of the BBB and have signs everywhere in the store in Carrollton where we purchased this mess. However, upon further research, the BBB says "this company has a pattern of complaints regarding dissatisfaction with company service." Apparently membership has nothing to do with whether or not they are a good business.
I am warning everyone I know not to do business with them.
Karen
Carrollton, Texas
U.S.A.
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