I rarely leave negative reviews, but this experience was too disappointing not to share…read more
We have used this company multiple times in the past, which is why I was shocked by what happened on this project. Despite presenting themselves as a tile installation company, they sent an installer who appeared to have very little tile experience. He arrived without basic installation supplies, including spacers.
The homeowner even offered to get them for him, and he declined.
The result was significant lippage, improperly installed trim, and an overall installation that did not meet professional standards.
To their credit, the owner came out to inspect the work, acknowledged the issues, apologized, and assured us they would make it right. He explained that they had been double-booked and didn't want to cancel on us. Based on that conversation, we agreed to give them the opportunity to correct the work.
Unfortunately, after waiting nearly two weeks for their next available date, I reached out the day before to confirm arrival time and received no response. Communication completely stopped.
When I followed up again, the response I eventually received was unprofessional, insulting, and included comments that I found deeply inappropriate and offensive.
What is most frustrating is that this situation was completely avoidable.
Mistakes happen. Good companies stand behind their work and fix them. Instead, this company chose to walk away from a problem they acknowledged was their responsibility.
As someone who has referred work to them in the past, I am extremely disappointed. It takes years to build professional relationships and trust, and only moments to destroy them.
What I still can't comprehend is why someone would intentionally damage a business relationship with a company that consistently referred work to them. We trusted them with our clients, our reputation, and access to our clients' homes, only to receive subpar workmanship, broken promises, and complete disregard for our clients' time and property.
Looking back, perhaps the warning signs were there. We were told his work vehicle had broken down, and he was showing up to jobs and picking up materials in a rundown Honda Accord. At the time, we gave him the benefit of the doubt because we've all had tough situations arise. Unfortunately, that same grace and professionalism were not returned when it came time to stand behind the work and make things right.
The disappointing tile installation could have been fixed. The lack of accountability, professionalism, and respect for both our company and our clients is what ultimately cannot be overlooked.