The week of Dec. 1st, we purchased tile for two bathrooms and contracted for the installation of that tile with Glenveiw Tile and Carpet. We arranged for the installation to start on Dec. 22nd and we were told it would take one week.
The installer came on Dec. 22nd. He failed to return for the rest of the week.
The installer came back on Dec. 29th and worked 1 1/2 days.
In order to allow the installer to come back the following week to finish the job, my husband had to take extra time off work. The installer came back on Jan. 5th. He completed the job except for installing one shower door and caulking both bathrooms. He agreed to come back on Jan. 14th to finish this work as neither my husband nor I could take of any more time from work and I work from home on Wednesdays.
The installer failed to show up on Jan. 14th. He called and agreed to come on Saturday, Jan. 17. On that day, he came and worked for approx. 3 1/2 hours. When he asked us to look at the work, we found a substandard job. He had caulked over the dust from the grout so it looked dirty. The caulk was layed down in very thick, uneven, bumpy lines and gobbed onto the shower door in clumps. There was no caulk on the bottom of one spigot. The other tub spigot had been installed too far away from the wall so he had to use a large amount of caulk to try and seal it. One shower door was installed so it didn't hang level and the two sliding doors actually scraped each other when moved.
We pointed out all the problems and he said he couldn't do anything about them. AFter he left, we called Ed at Glenview Tile and Carpet. Ed said he would have the installer come back the next day and fix everything. We did not want this installer back because he had already said he could not do better. We finally agreed to have him come back the next day to fix the problems.
He came back and worked about 1 1/2 hours the next day, but didn't improve or change anything as far as we could tell.
On Monday, Jan. 19th, I called Ed at Glenview Tile and Carpet to complain about the poor job and he said he would have the installer come back. We refused to have him come back, so Ed sent another installer. The new installer inspected the job and we arranged to have him come to correct the problems on Saturday, Jan 24th. He pointed out some problems with the grout in the master bath having holes in it and cracking.
The new installer came on Jan. 24th and worked for about 2 hours. He said he had to go and get some supplies and would be back in 1/2 hour. About 45 min. Later, he called and said Ed was making him go to another job site and he wouldn't be back for another hour. An hour and a half later, we called the installer and he said he was on his way.
He came and finished the hall bath and it looked great. He said he would start on the master bath, but Ed would not let him fix the grout. Ed wanted the original installer to come back and fix that. We called Ed and said we wanted this installer to do the work. He agreed with us and we gave the phone to the installer so Ed could tell him that. When the installer hung up the phone, we asked him if he was going to get the grout. He said no, that Ed did not want him to do that. We immediately called Ed back. He had already left the store. This conversation took about 15 minutes so we feel like Ed left the store so he would not have to deal with us again.
We spoke to the clerk at the store and insisted the new installer be told the grout color so he could repair our grout. The clerk said he had to call the original installer to get the name of the grout color and would call us back. He called us back in less than 15 minutes and told us there was extra grout in our garage.
We just can't believe what poor service Ed provided us. We still have to hire someone to finish the install on our shower door because the new installer could not do it. Having a one week job turn into a 5 week job and then end up with substandard work is unbelievably poor customer service.
Once Ed got our money, he did not seem to care if we were happy with the job. We plan to retile our kitchen in the near future. Ed and Glenview Tile and Carpet will not be doing the work.
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