When I signed up for Yelp, I figured that three stars would be average, four stars would be above average, and I would reserve the five-star rating only for truly exceptional services. But when you deal with a company that is competent, professional, easy to deal with, and and not only does what it says it's going to do but also goes above and beyond, what else does that deserve but five stars?
I contacted Rocky and Son Tile to inquire about replacing a great deal of cracked outdoor spa tile. I also asked about whether they could replace a broken patio brick, but was told they didn't do that sort of thing. No problem. I spoke on the phone with Gonen at least twice, and every conversation was pleasant, polite, straightforward, and easy to understand. When we set a time for the job, he warned me that he would be coming from another job and might be a bit late depending on how long it took, but promised to call me that morning if he anticipated that he might be running at all late. And he did. (As you probably know if you're reading Yelp reviews, this is unfortunately not always the norm.)
When Gonen arrived -- not that late at all, but still apologetic no matter how often I assured him that it was perfectly fine -- he was again both professional and friendly. In the course of his work he sorted through our box of tile pieces to select the right shapes, replaced dozens of cracked and broken tiles very competently, and kept me informed about both what he was doing and what he was not able to do due to preexisting problems (an uneven, improperly installed foundation). And for the latter, he showed me the problems so that I didn't have to take his word for it, and he still did the best job he could, while warning me that it likely wouldn't last as long.
In addition, he offered to replace a missing corner tile that he'd noticed on the other side of the yard (although it turned out that we didn't have a replacement tile of the proper shape, so he couldn't do it). And at the end of the job, when he had some leftover adhesive, he went ahead and cemented that broken brick anyway, while being sure to caution me that it was only a temporary measure and not a substitute for having it done properly. Before leaving, he made sure that I understood everything he'd done, was satisfied with the work, and had no other questions for him.
All in all, using Rocky and Son Tile was an easy and extremely pleasant experience. No, I didn't feel as if I'd been struck by lightning or bowled over with sheer awesomeness... but really, who can ask for more than a polite, competent professional who knows what he's doing, does it properly, stays in communication, and goes further than required just to ensure customer satisfaction? Five stars for you, Rocky and Son Tile! read more